Salesforce Service Cloud Archives - gettectonic.com - Page 5
Salesforce Service Console
28Aug

Salesforce Service Console

The Service Console serves as a standard Salesforce Lightning console app designed to cater to various service requirements, allowing customization for a personalized touch. What defines the service console? The Salesforce Service Console stands as the central interface within the Salesforce Service Cloud, a dedicated application for customer service, support, and customer experience. This unified console empowers agents by providing a comprehensive view of all pertinent customer information linked to a particular case or customer support incident. Streamlining case management: The split view feature enables agents to handle multiple cases on a single screen, with a preconfigured, three-column layout consolidating essential information and minimizing clicks and scrolling. Column 1 displays case details, contact information, and related cases for the parent account via Related Record and Related List Single components. Column 2 presents a prominent highlights panel with a compact case feed for efficient case updates. Column 3 incorporates related lists and relevant Knowledge articles for the case. Enhanced details tracking: The preconfigured utility bar facilitates quick access to History and Notes, with customization options to include additional tools such as Macros, Omni-Channel, and Open CTI Softphone. The Actions & Recommendations component provides users with a to-do list, showing flows, quick actions, and recommendations based on Next Best Action strategies. Noteworthy features of Salesforce console for service: While the Lightning console apps offer substantial benefits, some features present in Salesforce Classic console apps, such as push notifications and custom keyboard shortcuts, are not yet available in Lightning console apps. Benefits of Salesforce console: The console proves beneficial for both Sales and Service roles, allowing support agents to handle multiple applications concurrently and maintain context as priorities shift. Sales representatives can effortlessly access tools to nurture leads, close deals, and manage relationships. Understanding Salesforce Lightning console: The Lightning Sales Console serves as a standard Salesforce Lightning app that consolidates various sales tools, providing easy access for prospecting leads, closing deals, and relationship management. Distinguishing Service and Service Console in Salesforce: Service Cloud encompasses the entire Salesforce instance or organization, while the Service Console is one of the apps within the Service Cloud. Accessed through Apps, the Service Console operates as a tab-based workspace, facilitating the management of multiple records on a single screen. Reach out to Tectonic today to discuss adding the Service Console to your Sales Cloud. 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 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 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 Salesforce Artificial Intelligence Is artificial intelligence integrated into Salesforce? Salesforce Einstein stands as an intelligent layer embedded within the Lightning Platform, bringing robust Read more

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August 28, 2023in Salesforce Optimization, Salesforce Service Cloud
Caseworker Productivity Dashboard
22Aug

Caseworker Productivity Dashboard in Salesforce

Gain Insights into Caseworker Efficiency and Community Impact Leverage Caseworker Productivity analytics to effectively manage workloads and make data-driven staffing decisions based on caseloads and case patterns. Provide supervisors with valuable insights into caseload distribution, caseworker performance, and case processing times to enhance overall caseworker productivity and efficiency. Visualize the community impact of your team by showcasing the number of beneficiaries assisted and the total benefits disbursed. Where: This enhancement is applicable to Lightning Experience in Enterprise, Performance, Unlimited, and Developer editions with enabled Public Sector Solutions. Case Management Reports and Dashboards Utilize reporting functionalities to extract meaningful data regarding Clients and Programs. You can duplicate reports, filter them to include the Clients and Programs under your management, and subsequently add them to personalized dashboards for efficient progress tracking. Case Management comprises three report folders: Case Management Reports, Program Management Embedded Reports, and Program Management Reports (Unpackaged). Access to reports can be controlled through folder sharing to manage permissions effectively. Caseworker Productivity Dashboard The Case Management Reports folder includes reports such as: The Program Management Embedded Reports folder encompasses reports like: The Program Management Reports (Unpackaged) folder incorporates reports like: Access Case Management Reports To access Case Management reports: View Dashboards Two dashboard folders under Case Management include the Contacts Who May Require Followup and Intake Summary dashboards. In the Program Management Dashboards folder, you’ll find the Sample Program Management and Program Management Home Page dashboards. The Contacts Who May Require Followup dashboard incorporates reports such as: The Intake Summary dashboard encompasses reports like: The Sample Program Management dashboard includes reports like: The Program Management Home Page dashboard incorporates reports such as: To view Case Management dashboards: When you install the caseworker productivity analytics app via Guided Setup, the auto-install process seamlessly adds the Workload Management Analytics dashboard to the Public Sector: Benefit Management app. To make the Case Analytics dashboard accessible to users, embed it in the case record page after the auto-install process completes. Caseworker Productivity Dashboard has Intake Summary Dashboards. 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 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 Salesforce Government Cloud: Ensuring Compliance and Security Salesforce Government Cloud public sector solutions offer dedicated instances known as Government Cloud Plus and Government Cloud Plus – Defense. Read more

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August 22, 2023in Salesforce Public Sector Solutions, Salesforce Service Cloud
Improving Public Sector Employee Experience
01Aug

Improving the Public Sector Employee Experience with Salesforce

Confronted with the ever-evolving challenges of a dynamic workforce, the public sector, much like its private counterparts, grapples with transformations brought about by the pandemic, remote work, health issues, retirements, and cyber threats.  Improving Public Sector Employee Experience with Salesforce helps. Improving Employee Experience with Salesforce to Prevent the Great Resignation and Quiet Quitting As the “new normal” emerges, organizations anticipate persistent issues related to employee engagement and retention, including the growing phenomenon known as the “Great Resignation.” This surge in resignations presents a potential crisis, intensifying the competition for talent amid a rise in open positions and governmental constraints. And now we have employees who are “Quiet Quitting.”  Quiet quitting refers to doing the minimum requirements of one’s job and putting in no more time, effort, or enthusiasm than absolutely necessary. The Solution? The key to attracting and retaining top talent involves reimagining staffing functions and prioritizing the overall Employee Experience. Like private enterprises, successful recruitment often hinges on employee referrals and positive ratings. Digital enablement and modernization play a critical role in meeting employee expectations shaped by consumer experiences. Public servants frequently encounter challenges in accessing information, navigating siloed communication, and dealing with paper-based processes, emphasizing the need for efficient, digitally-enabled systems. With the expansion of remote work, well-designed systems become crucial in determining employee engagement and fostering connected experiences that enhance loyalty, morale, and retention. Even small changes can significantly enhance the employee experience, from recruitment to the end of service. Aligning dispersed teams and fostering collaboration in a remote work environment requires a digital headquarters that connects teams, tools, customers, and partners. Improving Public Sector Employee Experience Providing a welcoming and efficient onboarding process for new hires and facilitating knowledge sharing through digital platforms contribute to a positive employee experience. Digital technology, resembling a searchable knowledge base, empowers employees to find answers quickly. A customer-centric employee experience, utilizing technology like Employee Concierge, ensures immediate access to essential information, promoting efficiency in a modern digital age. Features such as global search and automated workflows, supported by tools like Salesforce Bots, enhance accessibility and streamline support processes. Robotic Process Automation (RPA) can reduce repetitive tasks, allowing staff to focus on more complex problem-solving. Transforming paper processes into dynamic, digital experiences enhances accessibility and efficiency. Utilizing data for diversity, equity, and inclusion (DE&I) initiatives is crucial. Integrating modern platforms for data analysis provides insights into workforce demographics and HR processes. People Analytics strategies, including the use of tools like Tableau for visualization, aid in identifying diversity gaps and developing effective solutions. Overall, a strategic focus on the Employee Experience and leveraging modern technologies can help public sector organizations effectively navigate workforce challenges. From Experience Cloud for engagement to a Service Cloud Knowledge Base for ease of information, Salesforce has many tools to help improve the public sector employee experience. Contact Tectonic today to explore Public Sector, Government, and Tribal solutions. 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 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 Salesforce Government Cloud: Ensuring Compliance and Security Salesforce Government Cloud public sector solutions offer dedicated instances known as Government Cloud Plus and Government Cloud Plus – Defense. Read more

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August 1, 2023in Salesforce Experience Cloud, Salesforce for Nonprofits, Salesforce Nonprofit Cloud, Salesforce Public Sector Solutions, Salesforce Service Cloud
Salesforce Success Story
20Jul

Case Study: Service Cloud Experience Cloud Federal Nonprofit Talent Acquisition

Military congressionally chartered, federally supported non-profit corporation that sustains and equips the armed forces. Client employs nearly 170,000 professionals to support and sustain the global mission of the armed forces. Service Cloud Experience Cloud Federal Nonprofit Talent Acquisition. Industry: Federal – Military Process Gaps: Client’s lack of a digital processes for talent acquisition hindered their ability to find and develop top-tier employees. The repository was incomplete, inaccurate, disconnected from other departments within the business ecosystem with no checks & balances in place – resulting into inefficient talent acquisition lifecycle that could not be tracked. Implemented : Technologies integrated : Our solution? Tectonic assisted with the successful implementation of Salesforce Sales Cloud, Experience Cloud, API Integrations and Advanced SF Security. Key activities included: Results: With Salesforce Public Sector Solutions, you can improve the provision of public services, expedite processes, and promote community trust and well-being. These solutions, which are specifically designed for government enterprises, use state-of-the-art technology to streamline workflows, guarantee compliance, and expedite operations. Discover the revolutionary potential of Salesforce in the areas of emergency program Salesforce offers digital transformation technology for government and public sector industries. If you are considering a Salesforce recruiting solution, contact Tectonic today. Like2 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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July 20, 2023in Public Sector Solutions, Salesforce, Salesforce Development Services, Salesforce Experience Cloud, Salesforce for Nonprofits, Salesforce Implementation Services, Salesforce Public Sector Solutions, Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce Success Stories
Salesforce AI
14Jul

Salesforce Einstein and Social Studio

The digital era (sometimes considered the third industrial revolution) has transformed the dynamics of customer-business interactions, demanding a proactive approach to customer engagement across diverse channels. Navigating this ever-evolving world is essential for business success, and Social Studio is a valuable asset in this endeavor. Social Studio, in conjunction with Einstein AI, plays a pivotal role in achieving social media success. Recognizing the significance of social media in shaping brand identity and fostering customer relationships, marketers are tasked with maintaining an active and responsive presence across various social media platforms. This challenge is met by Social Studio, offering a centralized hub for comprehensive social media management. This platform facilitates content planning and publication, team collaboration, content approval, audience engagement, and performance analysis. Equipped with advanced scheduling tools, user-friendly content creation features, and customizable approval rules, Social Studio ensures the safeguarding of your brand’s integrity across multiple platforms and messaging. Notably, Social Studio seamlessly integrates with Salesforce Marketing Cloud, providing an all-encompassing solution for efficient social media management. Its capabilities extend to user role management, image classification through Einstein Vision, and process automation using macros. With Social Studio, users gain access to a unified platform for content creation, scheduling, and monitoring, audience interaction, and performance analysis. Whether collaborating within a team or managing multiple accounts, Social Studio streamlines social media efforts, empowering users to achieve their goals. Embrace the advantages of this robust tool for an enhanced social media experience! Social Studio is a one-stop solution to manage, schedule, create, and monitor posts. You can organize posts by brand, region, or multiple teams and individuals in a unified interface. Social Studio offers powerful real-time publishing and engagement. Social Studio offers powerful real-time publishing and engagement platform for content marketers, plus the comprehensive content performance by social network and time frame. A single interface offers a fully customizable team-based collaboration platform that analyzes channel and content performance. Analyze current trends and recommend new content ideas. With Social Studio you can: Social Studio Components Social Studio is made up of these components: Note: Salesforce will sundown Social Studio on November 18, 2024, but some users will lose access before then if their contract expires sooner.  Salesforce recommends retrieving your Social Studio data at least 90 days before the Order End Date of your Marketing Cloud Social Studio Product(s) or November 18, 2024, whichever is sooner.  The digital, or third industrial revolution is the shift from mechanical and analogue electronic technologies from the Industrial Revolution towards digital electronics which began in the latter half of the 20th century.  This was prompted with the adoption and evolution of digital computers. (source) Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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July 14, 2023in Salesforce Einstein, Salesforce Implementation Services, Salesforce Marketing Cloud
Salesforce Service Cloud
07Jul

Back Up Service Cloud

Preventing Permanent Data Loss – Back Up Service Cloud Activate automatic daily backups of your Salesforce data to shield against unexpected system glitches and human errors. Ensuring Seamless System Upgrades Regular backups offer reassurance by enabling restoration to a stable state in the event of any issues during data modifications. Mitigating the Impact of Cyberattacks Restore data affected by security breaches to a backup prior to the incident, mitigating the fallout. Back Up Service Cloud Meeting Compliance and Legal Requirements Securely store data to meet industry data regulation standards, ensuring availability for audits or legal purposes. Statistics and Challenges 78% of CISOs report wielding 16 or more tools in their security portfolios, making data tracking, security, and recovery challenging. Additionally, 94% of organizations experiencing severe data loss fail to recover. Evolving Data Protection Challenges As AI adoption surges, data becomes an even more crucial strategic asset, necessitating protection against internal mishaps and external threats for seamless business continuity and customer trust. Salesforce Backup Salesforce Backup offers more than just data protection—it promises swift data restoration, top-tier performance, and robust resilience, safeguarding against data loss and corruption while preserving customer trust. There is a prevalent misconception that cloud platforms like Salesforce do not require backup solutions. While it’s true that cloud service providers manage disaster recovery scenarios, such support does not extend to everyday usage. Even in a cloud environment, data can still be inadvertently deleted or overwritten by users, necessitating an effective backup strategy. Previously, Salesforce offered a disaster recovery service as a last-resort option; however, this was discontinued effective July 31, 2020. In response, Salesforce introduced its native Backup & Restore service in 2022. Despite this, it’s generally advisable to have a third-party backup provider for enhanced data security, as Salesforce Backup & Restore is not included in the list below. Causes of Data Loss Data loss can occur due to various scenarios, including human error, erroneous data imports, workflow rule mishaps, or malicious user activity. Data vs. Metadata It’s crucial to differentiate between data and metadata. Data refers to stored values, while metadata encompasses configuration data specific to an organization, such as custom fields, layouts, and rules. Backup Methods Salesforce offers several options for simple backups, including manual data export, data export via reports, Data Loader import/export, and metadata backup via the Package Manager. Additionally, a full sandbox provides a complete mirror of the production instance, suitable for organizations heavily involved in Salesforce development. For organizations with development teams, managing metadata through development tools like IntelliJ or MavensMate enables effective versioning and backup on source code management systems like Git. Furthermore, mirroring Salesforce object data as a relational database using tools like Heroku or cData is an option, albeit without backing up metadata. Specialized backup tools offer the best solution, particularly for organizations using Salesforce extensively. These tools provide comprehensive backup solutions tailored to individual needs. Salesforce Backup Mechanics Salesforce backup solutions function as advanced data import/export tools rather than file-based backup/restore systems. They access data via APIs, necessitating the temporary disabling of triggers and workflows for effective restoration. Top Backup Solutions for Salesforce Several backup solutions are available for Salesforce, each offering unique features and benefits. Notable options include OwnBackup, AvePoint, CloudAlly, Odaseva, Spanning, and Skyvia. Restoring Salesforce Data vs. Relational Databases Restoring data in Salesforce differs from relational databases due to auto-generated IDs and names. Backup packages can handle lookup fields but may encounter challenges with auto-generated fields. Additional Benefits of Backup Tools Backup tools for Salesforce offer additional features like alerting, diff generation, cross-instance restoration, and anonymization, enhancing Salesforce administration capabilities. Conclusion Despite Salesforce being a cloud-based platform, implementing a backup strategy remains crucial. It should be an integral part of the overall Salesforce development strategy to ensure data security and continuity. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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July 7, 2023in Salesforce Service Cloud
Salesforce Field Service
01Jul

Understanding Salesforce Field Service

Salesforce Field Service is an expansive addition to Salesforce Service Cloud, offering a 360 degree perspective on workforce management, especially in scenarios where services extend beyond the office or work site into the field. This typically involves mobile employees such as service technicians, alongside service agents, dispatchers, and service managers. Let’s dive into the nuances of Salesforce Field Service, addressing key aspects like its definition, user roles, reporting, scheduling, optimization, and more. Salesforce Field Service is also a popular tool in public sector solutioning. Understanding Salesforce Field Service will help to decide if it is right for your service teams. Understanding Salesforce Field Service: Salesforce Field Service, formerly known as Field Service Lightning (FSL), is an extension of Service Cloud designed to provide a comprehensive workforce management view. It seamlessly manages services delivered in the field, such as a electrical installer arriving to fulfill a customer’s order. Field Service Lightning evolves with each Salesforce release, continually enhancing functionality. Salesforce Field Service enhances customer engagement with real-time personalization, optimization of field teams with a scheduling engine, and access to offline data. Components of Salesforce Field Service: Field Service comprises various components, including Service Appointments, Salesforce Service Cloud integration, Territory and Scheduling functionalities, the Field Service Dispatcher Console, and the Field Service Mobile App for Android and iOS with offline capabilities. A detailed data model diagram illustrates the relationship between Service Cloud and Field Service. Users of Salesforce Field Service: Salesforce Field Service is particularly valuable for organizations with mobile field technicians supporting customers. It excels in scenarios with intricate service delivery involving multiple individuals like dispatchers, field technicians, service agents, and service managers. Each user persona interacts with Salesforce Field Service in distinct ways, utilizing tools like the Dispatcher Console or Field Service Mobile App tailored to their roles. Use Cases for Salesforce Field Service: Field Service proves beneficial in diverse service scenarios, including repairs, maintenance, sales visits, and healthcare care visits. It facilitates efficient coordination among dispatchers, field technicians, service agents, and service managers, streamlining processes and enhancing customer satisfaction. Key Terms in Salesforce Field Service: Understanding key terms such as Work Orders, Service Appointments, Contracts, Entitlements, Work Types, Service Territories, Operating Hours, Resources, and Scheduling Policies is essential. These terms collectively form the foundation of Salesforce Field Service’s robust data model and optimized usability. Scheduling and Optimization: Scheduling in Salesforce Field Service is managed through the Dispatcher Console, empowering dispatchers to make informed decisions. Various methods, from manual to fully automated, enable the creation of service appointments, optimizing resource allocation and ensuring efficient service delivery. Forecasting and Planning: Use real-time data to quickly assess the impact of global or in-day optimization on travel time and resource utilization. Refine scheduling policies, get an instant view of optimization results, and KPI changes. Asset Service Management: Move from reactive to proactive service with real-time asset tracking. Monitor service outcomes and create preventive maintenance plans based on asset use, condition, age, and specific criteria. Service Territory Design: Service Territories, categorized as Primary, Secondary, and Relocation Territories, define where teams can perform work. Well-defined territories are crucial for efficient dispatcher satisfaction, requiring thoughtful initial design and ongoing maintenance. Field Service Mobile App: The Salesforce Field Service Mobile app is essential for on-the-move workforces, offering technicians essential information to optimize job execution. Offline capabilities ensure uninterrupted work, and the Visual Remote Assistant feature enables two-way video and audio communication between agents, technicians, and customers. Slack for Field Service: Empower your mobile workforce with seamless connectivity and timely assistance whenever it is needed. Mobilize for service appoints and tap into the expertise of colleagues throughout the organization with the user-friendly Slack interface. Reporting in Salesforce Field Service: Monitoring service efficiency and success involves leveraging Salesforce reports, list views, and other platform analytics. Work Order List Views and Field Service Report Types provide insights into service call-outs and overall performance. Enabling Field Service Lightning: Setting up Salesforce Field Service involves installing it as a Managed Package, assigning licenses to users, and configuring standard objects like Products, Assets, Service Contracts, and Entitlements. Creating records for Service Territories, Service Resources, and Operating Hours establishes the framework for the service model. Field Service Deployments: Deployments in Salesforce Field Service can be time-consuming due to its reliance on object data. Considerations for complex relational data movement between environments and potential risks, such as resistance to automation, require careful attention. Tectonic, as a Salesforce Consulting Partner, can assist your company in deploying Salesforce Field Service. Salesforce Field Service projects, while intricate, can be highly valuable when executed correctly providing a large ROI. Adequate planning, phased implementations, and a long-term perspective contribute to the success of organizations leveraging the capabilities of Salesforce Field Service. If you are looking for a more robust solution, consider Field Service Plus combining dispatch and technician functionality along with Service Cloud and Sales Cloud. Tectonic looks forward to helping your field service team utilize this Salesforce tool. Tectonic is please to announce Salesforce Service Cloud Implementation Solutions. Like2 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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July 1, 2023in Data, Salesforce, Salesforce Manufacturing Automotive Energy, Salesforce Public Sector Solutions, Salesforce Service Cloud
Salesforce Service Cloud
18Jun

AI in Salesforce Service Cloud

Deliver personalized service and save time with AI built directly into your flow of service work. Utilize Salesforce’s trusted AI for customer service to create seamless conversational, predictive, and generative AI experiences for your agents and customers. Service Cloud has everything you need to scale now and drive immediate value. Salesforce launched Service Intelligence, a powerful new analytics app for Service Cloud designed to boost agent productivity, cut costs, and enhance customer satisfaction.  And now you have AI in Service Cloud. Powered by Data Cloud, Salesforce’s real-time hyperscale data engine, Service Intelligence gives users access to all of their data directly within Service Cloud, eliminating the need to toggle between screens for information. Pre-built, customizable dashboards inside Service Intelligence provide a view of essential metrics like customer satisfaction and individual and team workloads. And, with Einstein Conversation Mining, service professionals can use AI to analyze customer chat and email conversations to uncover insights — like specific challenges customers face during service interactions — assess the likelihood of complaint escalation, and proactively address the issue with the customer. To add AI in Service Cloud to your instance, contact Tectonic today. Service Intelligence, a new analytics app for Service Cloud is designed to boost productivity, cut costs, and enhance customer satisfaction.  AI is gaining prominence among service professionals, with an 88% increase in AI adoption from 2020 to 2022. This is no surprise, as 63% of service professionals say AI will help them serve customers faster. By embracing AI, service professionals can make informed decisions fast and enhance customer satisfaction, securing a competitive edge. 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 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 Salesforce Artificial Intelligence Is artificial intelligence integrated into Salesforce? Salesforce Einstein stands as an intelligent layer embedded within the Lightning Platform, bringing robust 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

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June 18, 2023in Salesforce Einstein, Salesforce Manufacturing Automotive Energy, Salesforce Service Cloud
06Jun

Race to AI for CX

AI emerges as a transformative force revolutionizing the customer experience (CX) landscape in the dynamic world of global e-commerce. Its ability to handle extensive data and facilitate large-scale automation empowers brands to offer tailored and seamless CX journeys, fostering customer loyalty and satisfaction. The great race to AI for CX is upon us. In the era of rapid technological advancements, organizations worldwide are in a race to integrate AI-driven capabilities across their operations. The widespread adoption of AI is fueled by its recognition not just as a technological advancement but as a strategic imperative. Businesses invest in AI to enhance operational productivity, reduce costs, elevate customer experiences, and maintain competitiveness. AI’s impact on customer experience extends to substantial improvements in Customer Relationship Management (CRM) systems. Automation of tasks like data entry, lead scoring, and follow-up reminders, coupled with intelligent insights such as predicting high-converting leads, empowers sales teams to optimize their efforts. Considering the pivotal role customers play for every business, CRM has become a launchpad for AI-led transformations throughout enterprises. Businesses swiftly integrate AI-powered experiences into sales, marketing, service, and e-commerce use cases. However, for AI investments to meet expectations, they must be built on robust data practices and trust. Data readiness, reflecting an organization’s preparedness to access and use quality data across its business, is crucial for successful AI outcomes. Ensuring trust in AI, free from data-security concerns or incorrect outcomes, is equally essential. Many companies, lacking mature data practices for advanced AI capabilities like generative AI (genAI), express significant trust concerns; nevertheless, the imperative to progress prompts continued AI investments. The deployment of AI-powered chatbots enables customer service teams to deliver convenient, 24/7 support. These chatbots, exemplified by Zendesk bots, operate round the clock, offering real-time assistance even when support agents are offline. Generative AI-powered conversational bots enhance customer self-service, reduce resolution times, and improve satisfaction by maintaining case-specific tonality and context in real time. Personalized marketing, beyond being a trend, has become a cornerstone strategy for businesses aiming to establish profound connections with their audiences. Crafting messages that resonate personally not only captures attention but also cultivates conversations and fosters lasting brand loyalty. In a digital age where user experience can make or break a brand, strategic partnerships become crucial. The race to AI for CX is on and you can’t afford to be left behind. Enhancing digital user experiences often requires collaboration with specialized partners. Regpack, a versatile payment and registration solution, exemplifies this approach by collaborating with Webeo, specialists in B2B website personalization. This partnership resulted in a 565% increase in site conversion, a 302% rise in average time spent on the site, and a significant 30% drop in bounce rates. Webeo’s personalization software enabled Regpack to identify and adapt to the diverse needs of its clientele through advanced behavioral personalization techniques. Race to AI for CX AI’s impact on marketing extends beyond being an add-on tool, serving as a fundamental game-changer for crafting bespoke customer experiences. AI seamlessly bridges the digital and physical realms, particularly in ecommerce and retail sectors, dynamically adapting products and content based on consumer behavior. AI-driven technologies interpret vast data points, allowing brands to offer hyper-personalized interactions. Real-time data analysis and pattern recognition capabilities make AI a powerful tool for creating engaging and emotionally resonant personalized experiences. In essence, AI architects a new era in marketing, where experiences are not merely personalized but dynamically respond to evolving consumer desires and expectations. Leveraging AI, brands can create narratives that consumers feel intrinsically part of, fostering profound connections. For instance, Calian IT & Cyber Solutions employs personalized marketing tactics to understand and address the unique challenges and needs of each business they serve, fostering strong, long-term relationships with clients. The key takeaway for marketers is clear – the era of generic messaging is fading. A more nuanced, data-driven, and empathetic approach is emerging. Brands that embrace this shift, continuously innovate, and create experiences that customers feel a part of will thrive. As technology advances and consumer expectations evolve, mastering the art of personalization becomes crucial to redefine the marketing landscape. Key Strategies for Exceptional Customer Experience with AI: AI and Customer Experience (CX): AI impacts the entire customer journey, from predictive and prescriptive analytics to sentiment analysis, journey mapping assistance, orchestration, dynamic pricing, virtual try-ons, and augmented reality, providing an interactive and engaging shopping experience. AI and Employee Experience (EX): Efficiencies introduced by AI in employee tasks directly benefit customers. When repetitive tasks are automated, employees gain time for critical and value-added tasks, leading to increased productivity, reduced workload, fewer errors, and improved job satisfaction. Delivering Exceptional Customer Experience with AI: As customer expectations evolve, AI offers a scalable approach for brands to exceed expectations, resulting in memorable customer experiences shaped by clear communication, seamless journeys, and engaging personalized interactions. The transformative potential of AI for CX success is evident in its ability to reshape the marketing landscape. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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June 6, 2023in Salesforce Einstein
Slack and Salesforce
19May

Amaze Your Customers With Slack and Service Cloud For Improved Customer Service

Surpass your customers’ expectations with the combined power of Service Cloud and Slack. Drive down operating costs, enhance team productivity, and exceed customer expectations by leveraging the capabilities of Service Cloud and Slack. Understanding the current service landscape: The digital transformation, accelerated by the pandemic, has propelled customers and businesses into a new era, marked by the extensive use of diverse tools for day-to-day operations. Since 2020, Salesforce’s data indicates that achieving transparency and fostering active engagement are crucial to meeting heightened customer expectations, evident in a notable 47% surge in video support. However, a significant number of organizations face a challenge as their technology systems do not fully align with these evolving expectations. We all know it’s hard to make a good paper mache airplane if you only have a piece of paper. And technology is no different. According to Intercom, 46% of support leaders express that their tech stack acts as a hindrance to achieving organizational goals. Operating across various applications diminishes team productivity and hinders business expansion. To effectively cater to your customers, service teams must innovate and adapt to the multitude of tools, contact channels, isolated teams, and fragmented data. Support operations personnel need to address key questions: The solution lies in adopting Slack as the productivity hub, coupled with Salesforce’s Service Cloud integration. This dynamic combination unlocks your full productivity potential, fostering increased customer loyalty. Break down organizational silos and expedite case resolution for enhanced customer experiences. In the ever-evolving digital marketplace, customers demand seamless service without being transferred between agents or repeating their information. A staggering 83% of customers expect complex issues to be addressed by a single point of contact. However, traditional tiered-support models fall short of meeting these expectations. The solution lies in providing teams with a comprehensive view of the entire customer journey. By leveraging the combined capabilities of Service Cloud and Slack, organizations can achieve significant cost reductions and enhance service team productivity. Service Cloud has been shown to lower support costs by 27%, while Slack increases employee productivity by 26%, according to the 2022 Salesforce Success Metrics Global Highlights study. Swarming Swarming, facilitated by Service Cloud and Slack, revolutionizes the support approach. Unlike traditional tiered support, swarming brings service agents, engineers, and issue analysts together in real-time, eliminating the need for case escalations and customer department bouncing. The swarm team collaborates efficiently, sharing information with customers proactively. The Field Service mobile app further facilitates instant connections with experts, reducing the need for unnecessary on-site visits. Service Cloud and Slack, working together, use out-of-the-box workflows to automatically assemble cross-functional experts and create Slack channels for collaborative efforts on complex cases. This approach eliminates messy handoffs and siloed decision-making, promoting transparency. Swarming ensures that everyone involved can access the entire conversation, participate in Slack huddles, and search for resolutions to similar cases. Automation and streamlined collaboration are paramount for providing exceptional service experiences. The time factor, particularly time to resolution and time on hold, is a significant barrier. Many service agents (78%) struggle to balance speed and quality due to the challenge of working across multiple systems. The integration of Service Cloud and Slack addresses this issue by extending workflows throughout the organization. Soon, Slack GPT will further enhance CRM and conversational data, providing AI-generated summaries and enabling the creation of no-code workflows. Workflow Builder and Flow Builder, no-code tools from Slack and Salesforce, respectively, collaborate seamlessly to automate daily tasks and enhance transparency, agility, and cross-team collaboration. Successful Integration The success of this integration is evident in the substantial improvements seen by service organizations using Slack, including a 32% increase in Net Promoter Score, 27% decrease in service/support costs, 30% increase in agent productivity, and a 30% increase in customer retention. The ever-changing level of customer expectations underscores the importance of service professionals as frontline ambassadors for your brand. With 88% of customers valuing their experience with a company as much as its products, swarming becomes a strategic approach to surpass expectations. Slack Connect facilitates direct access to support for partners, vendors, and B2B customers through a dedicated channel, fostering collaborative issue resolution. Slack clips and white-glove service further enhance the support process. Clips allow users to record audio, video, and screen shares, creating a searchable database of demonstrations. Private support channels in Slack provide key customers with white-glove service, allowing them to record and upload technical issues for prompt resolution. slack and service cloud In the current remote and decentralized business workforce, Service Cloud and Slack offer an opportunity to exceed customer expectations, transform service cases into lasting relationships, cut costs, and boost team productivity. If your average call handle time is too long, if your data is too siloed, or if your customer service teams are overwhelmed, contact Tectonic today to explore a Slack and Salesforce Service Cloud Integration. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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May 19, 2023in Salesforce for Nonprofits, Salesforce Health and Life Sciences Solutions, Salesforce Hospitality Travel and Transportation, Salesforce Manufacturing Automotive Energy, Salesforce Public Sector Solutions, Salesforce Service Cloud, Salesforce Slack
Salesforce Success Story
08May

Case Study: Higher Education Software Provider-Higher Education Intelligence-Salesforce Sales/Service/Experience Clouds

Salesforce in a Higher Education Intelligence Solutions Company Leveraging Salesforce to Support Acquisition and High Organic Growth Industry: Educational Technology Sales Cloud Service Cloud Experience Cloud salesforce higher ed software provider A Higher Education Software Provider, formed via multiple acquisitions, services more than 1,700 higher education institutions with educational solutions for assessment and accreditation planning, learning outcome, ePortfolios, faculty activity reporting, course evaluation and institutional surveys, and curriculum and catalog management.  Salesforce higher ed software provider. Salesforce Higher Ed Software Provider PROBLEM SOLUTION RESULT 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 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 Salesforce Government Cloud: Ensuring Compliance and Security Salesforce Government Cloud public sector solutions offer dedicated instances known as Government Cloud Plus and Government Cloud Plus – Defense. Read more

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May 8, 2023in Salesforce CPQ, Salesforce Experience Cloud, Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce Success Stories
Salesforce Telephony Integration
10Apr

Aircall and Salesforce Integration

Aircall offers inbound screen-pop and automation call logging.  Run outbound list dialer campaigns from any Salesforce list of records or reports. Aircall and Salesforce Integration. Use the Aircall Salesforce integration to place and receive phone calls directly in Sales Cloud or Service Cloud. With the Aircall Salesforce integration all calls are automatically logged directly into Salesforce and each caller’s history is saved. You can now very easily connect Salesforce with Aircall to ramp-up your CRM. Log calls will be created for any type of calls and will be assigned to the person who picks up the call. Does Salesforce have VOIP? Telephony in Salesforce is done through a VOIP (voice over internet protocol) service. Many offerings on the market provide this, including RingCentral, Natterbox, and Salesforce’s own Service Cloud Voice. What makes Aircall different? Aircall uses cloud-based technology so no more physical desk phones. Set up whole teams, in moments, no matter where they’re based. Benefit from performance insights and integrate Aircall with all your existing systems for better productivity. Salesforce CTI, or Computer Telephony Integration, is a feature that allows you to integrate your telephone system with your Salesforce account. This integration enables you to make and receive calls, view call history, and log call information directly from within Salesforce. Like2 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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April 10, 2023in Data, Salesforce, Salesforce Development Services, Salesforce Implementation Services, Salesforce Sales Cloud, Salesforce Service Cloud, Technology
Salesforce Success Story
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Case Study: Financial Services-Insurance Healthcare-Salesforce Service/Marketing Clouds

Salesforce provides comprehensive solutions tailored for the healthcare industry, addressing the specific needs of both payers (insurance providers) and providers (healthcare organizations). These solutions are designed to enhance patient engagement, improve operational efficiency, and drive better health outcomes. Salesforce Financial Services and Healthcare solutions.

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March 20, 2023in Salesforce Financial Services Solutions, Salesforce Health and Life Sciences Solutions, Salesforce Implementation Services, Salesforce Marketing Cloud, Salesforce Service Cloud, Salesforce Success Stories

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