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Salesforce and Loop
10May

Salesforce and Loop

Loop, the premier returns and reverse logistics platform, has extended its acclaimed returns management software to merchants using Salesforce Commerce Cloud, marking a significant expansion beyond Shopify’s realm. This integration offers enterprise merchants on Salesforce Commerce Cloud access to Loop’s renowned returns management solution, effectively easing the complexities associated with customer returns. Merchants leveraging Salesforce Commerce Cloud will now have the advantage of Loop’s user-friendly returns management software, facilitating streamlined reverse logistics processes. This integration aims to bolster profit margins by reducing the costs associated with returns and providing customers with a modern, exchange-centric returns experience. Key benefits for merchants include: Jonathan Poma, CEO of Loop, expressed enthusiasm about extending Loop’s acclaimed returns solution to Salesforce Commerce Cloud merchants, citing the increasing demand from brands outside the Shopify ecosystem. He highlighted Loop’s commitment to delivering a seamless experience characterized by ease of use, operational efficiency, and cost savings. Loop’s integration with Salesforce Commerce Cloud enables merchants to effortlessly manage item exchanges, synchronize order data, automate returns processes, leverage analytics for continuous improvement, and more. Merchants operating on Salesforce Commerce Cloud can explore early adoption opportunities by scheduling a demo with Loop’s team. Loop will also be present at Salesforce Connections 2024 in Chicago, inviting interested parties to schedule meetings to discover how Loop can streamline reverse logistics processes and reduce costs associated with returns. About Loop: Loop is a leading post-purchase platform specializing in returns, exchanges, and reverse logistics for over 3,500 renowned brands worldwide. With innovative features like Workflows, Instant Exchanges, Shop Now, and Bonus Credit, Loop empowers brands to unlock cost savings, enhance customer lifetime value, and retain more revenue. Having processed over 40 million returns to date, Loop continues to redefine post-purchase experiences. Learn more at www.loopreturns.com. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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May 10, 2024in Salesforce Commerce Cloud
Salesforce Legacy Chat Service Retirement
10May

Salesforce Legacy Chat Service Retirement

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

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May 10, 2024in Hyperforce
Salesforce AI
09May

Salesforce AI

Salesforce AI is the cornerstone of our Einstein 1 Platform, offering reliable and adaptable AI solutions seamlessly integrated into your customer data. With Einstein, you can craft tailored, predictive, and generative AI experiences to address all your business requirements securely. Einstein brings conversational AI to every facet of your operations, from workflows and users to departments and industries. Here’s what Einstein can do for you: Sales AI: Accelerate sales cycles with trusted AI capabilities. Einstein can compose emails enriched with customer insights, summarize sales calls, and provide real-time predictions to guide sellers towards successful deals. Customer Service AI: Enhance customer service experiences while boosting agent efficiency. Einstein surfaces relevant information during support interactions, automates case resolutions, and empowers agents with a knowledge base. Marketing AI: Drive personalized and efficient marketing campaigns at scale. Einstein provides insights to enhance engagement, create personalized customer journeys, and automate outreach efforts. Commerce AI: Personalize every buyer and merchant interaction with flexible ecommerce AI tools. Einstein generates product descriptions, recommends relevant products, and optimizes buying experiences. Einstein 1 Studio: Customize and extend AI for CRM with ease. Configure actions, prompts, and models to tailor Einstein Copilot to your specific business needs. Copilot Builder: Extend Einstein Copilot with familiar platform features to streamline workflows and monitor interactions seamlessly. Prompt Builder: Create prompt templates to expedite tasks and generate content grounded in your business data, ensuring relevance across Einstein Copilot, Lightning pages, and flows. Model Builder: Build or import predictive AI models into Salesforce and the Einstein Trust Layer, seamlessly managing AI models in a unified control plane. Deploy AI you can trust with the Einstein Trust Layer, ensuring privacy, security, and responsible use across your organization. Features like Dynamic Grounding, Sensitive Data Masking, and Ethics and Inclusivity policies uphold ethical AI principles while optimizing accuracy and relevance. Join companies like General Mills and Riley Children’s Health in leveraging the power of Salesforce AI to drive personalized experiences and optimize operations for greater impact 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

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May 9, 2024in Einstein 1 Platform, Generative AI, Salesforce, Salesforce Einstein
MuleSoft Certifications Now Unified with Salesforce Certifications
09May

MuleSoft Certifications Now Unified with Salesforce Certifications

MuleSoft Certifications Now Unified with Salesforce Certifications As of May 6, 2024, MuleSoft certifications have been officially integrated into the Salesforce Certification program, with management now handled through Webassessor. This move simplifies the certification process, enabling professionals to manage both their Salesforce and MuleSoft credentials within a single platform, streamlining maintenance and tracking. This article delves into the merging of MuleSoft certifications with Salesforce’s Trailhead platform, highlighting what this means for professionals in both ecosystems. The update offers a significant improvement in managing certifications, particularly for those working across both platforms, as Salesforce has owned MuleSoft since 2018. We’ll cover what this change entails for current certification holders, key dates in the transition, and the new opportunities this unified platform brings—including new certifications. What is MuleSoft? MuleSoft is a leading integration platform that enables businesses to connect applications, data, and devices seamlessly. As an Integration Platform as a Service (iPaaS), MuleSoft facilitates the integration of cloud-based and on-premise applications, ensuring smooth workflows across various systems. Acquired by Salesforce in 2018, MuleSoft powers the integration layer of the Salesforce ecosystem, playing a crucial role in enabling businesses to unify their systems and create connected experiences. With the increasing demand for digital transformation and connected systems, MuleSoft expertise is becoming ever more valuable in the job market. MuleSoft Certifications and Training MuleSoft certifications validate expertise in designing, building, and managing integrations using the Anypoint Platform. Prior to this transition, MuleSoft certifications were handled through the MuleSoft Training portal, which was separate from Salesforce’s broader certification system. While this independent platform was functional, it required separate accounts and processes, making exam registration and certification management more cumbersome. By integrating MuleSoft certifications into Trailhead, Salesforce has simplified this process, offering a unified, more user-friendly experience for managing certifications. Transition Timeline The following key dates marked the transition: What This Means for Current MuleSoft Certification Holders For those already certified through MuleSoft, the migration to Salesforce’s certification system should have occurred automatically. MuleSoft credentials were transferred to their Trailblazer profiles for anyone with existing Webassessor accounts. A confirmation email was sent to ensure that the transition was successful. For those without a Webassessor account, one was created on their behalf, with login details provided via email by April 2024. Certification Maintenance MuleSoft certification holders with maintenance pending as of January 1, 2024, are not required to complete additional tasks through the old system. The expectation is that certification holders will have ample time to familiarize themselves with the new Trailhead process before maintenance requirements are introduced in 2025. New Certifications on Trailhead With the migration, certifications such as the MuleSoft Certified Catalyst Specialist and MuleSoft Certified Hyperautomation Specialist have also been integrated into Trailhead. Though not entirely new, these certifications were part of the legacy MuleSoft program, originally launched in late 2022 and early 2023. Summary The integration of MuleSoft certifications into Salesforce’s Trailhead platform marks a significant step towards a unified, more efficient credentialing process. This transition simplifies certification management, making it easier for professionals to stay current across both platforms. By merging these certifications, Salesforce is empowering professionals to fully leverage the combined capabilities of Salesforce and MuleSoft, further enhancing their skill sets in an increasingly interconnected digital landscape. Content updated September 2024. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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May 9, 2024in Data, Mulesoft, Salesforce
Salesforce-Powered Nonprofit Events
08May

Salesforce-Powered Nonprofit Events

Salesforce has cemented its position as the #1 CRM, becoming an essential tool for businesses improving their marketing, sales, and support processes. But there’s another powerful feature you should explore: managing events directly within Salesforce. Salesforce’s versatility allows you to organize a successful event of any size, whether it’s online, offline, or a hybrid meeting. However, like any business endeavor, a well-thought-out strategy is crucial to ensure your event planning turns into a major success. In this insight, you’ll learn how events contribute to a business’s lifecycle, how to manage them effectively, and the essential tools you’ll need for successful event management in Salesforce. The Role of Events in Nonprofits If your company hasn’t yet ventured into event organization, it’s time to reconsider. Events are a great way to fuel engagement, foster data-driven decisions, and build a thriving community. On a larger scale, event planning offers a range of business benefits, including: Common Event Management Challenges Even with the best intentions, event planning comes with challenges that can derail your efforts if not addressed. Let’s review some common challenges and how Salesforce can help: How Salesforce Elevates Event Management Salesforce brings significant advantages to event planning, offering: Your Salesforce Event Planning Checklist To ensure your event management with Salesforce is effective, follow this simple checklist: Our Thoughts Building a robust event management process with Salesforce is not only a logical choice but a strategic one. It ensures smooth event execution, supports business growth, and boosts your brand’s equity. By leveraging the right tools, such as Salesforce, your event planning process becomes more efficient, data-driven, and ultimately more successful. For expert support in managing Salesforce-powered events, consider reaching out to a partner like Tectonic to guide you through the process. 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

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May 8, 2024in Salesforce Einstein, Salesforce Experience Cloud, Salesforce for Nonprofits, Salesforce Implementation Services, Salesforce Nonprofit Cloud
Salesforce Marketing Cloud
08May

Email Templates in Marketing Cloud

Take your email marketing endeavors to new and amazing heights with Salesforce Marketing Cloud (SFMC), leveraging the prowess of AI-driven personalization and streamlined campaign management. Email Templates in Marketing Cloud are a great tool. Salesforce Marketing Cloud empowers you to seamlessly integrate all your campaigns, from transactional to promotional messages, while efficiently managing your email sender score. With SFMC’s consolidated platform, you can effortlessly select the perfect content for each customer from a centralized library, ensuring a tailored and captivating experience. If you’re new to constructing Marketing Cloud Email templates, don’t worry! Free online resources are available to guide you through the process. Dive into the art of building reusable email templates in Salesforce Marketing Cloud with this comprehensive step-by-step insight: In the space of email marketing, timing is crucial, and SFMC understands this reality and aids you in getting the timing right. Whether it’s sending a timely thank-you note or a birthday greeting, SFMC equips email marketers with the necessary tools to respond promptly and efficiently to their subscribers’ needs. One such tool is the creation of reusable email templates, streamlining the process of crafting personalized and captivating email campaigns. Introduction to Salesforce Email Templates in Marketing Cloud A Salesforce email template serves as a structured foundation for email communications, providing email marketers with a canvas to build upon and personalize. These templates can be customized with brand elements, contact details, and content blocks, facilitating the creation of consistent and visually appealing emails. When digging into the creation of reusable email templates in SFMC, it’s beneficial to visualize the design in three separate layers: Creating Reusable Content Blocks in SFMC Email Studio and Content Builder Before diving into email template construction, it’s crucial to understand the creation of reusable content blocks in SFMC: Creating a Reusable Email Template in SFMC Content Builder: To craft a reusable email template in SFMC Content Builder, adhere to these steps: Modifying a Reusable Email Template in SFMC Content Builder To tweak an existing template: Creating an Email from a Salesforce HTML Email Template in SFMC Content Builder: To generate an email from a template: Saving an Existing Email Message as a Reusable Email Template in SFMC Content Builder Sometimes an email performs so well you want to save it as a reusable template. To preserve an existing email as a template: Mastering email template creation in Salesforce Marketing Cloud is pivotal for efficient and effective email marketing campaigns. By following this insight, you’ll be armed with the knowledge and tools to fashion compelling email templates that foster engagement and yield tangible results. By Tectonic’s Salesforce Marketing Solutions Architect Shannan Hearne Learn about Tectonic’s Marketing Cloud Salesforce Implementation Solutions. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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May 8, 2024in Distributed Marketing, Salesforce, Salesforce Marketing Cloud
AI Data Foundation
07May

AI Data Foundation

In the era of AI, the Data Foundation is crucial for empowering AI-driven customer experiences. Data Cloud emerges as a unifying force, seamlessly integrating data to fuel transformative AI encounters and elevate customer-centricity. Beyond mere data management, Data Cloud represents a significant advancement, enabling profound insights by harmonizing diverse data sources with CRM data from the Salesforce platform. This convergence facilitates the unlocking of actionable insights critical for informed decision-making. In a strategic collaboration, Salesforce and AWS extend their partnership to enhance AI capabilities. AWS AI services are integrated into Salesforce’s Einstein Trust Layer, empowering Data Cloud with seamless access to AWS data services and compute resources. Additionally, Data Cloud and other Salesforce offerings are now accessible through the AWS Marketplace, streamlining procurement processes. This insight explores how Data Cloud unifies vast and varied business data with CRM data from the Salesforce Einstein Platform. It serves as a robust foundation for AI-powered customer experiences, providing businesses with unprecedented insights into their data universe. With Data Cloud, businesses can seamlessly combine CRM data with diverse sources, including transactional data, IoT device data, and social media interactions. This consolidation fosters a single source of truth, enhancing decision-making and the relevance of AI models. Unlike traditional approaches that involve laborious data movement, Data Cloud operates on AWS infrastructure, enabling seamless data connectivity and preparation without the need for ETL processes. Leveraging Apache Iceberg and Salesforce’s contributions, Data Cloud ensures data consistency, flexibility, and interoperability, essential for AI-driven insights. Moreover, Data Graphs offer a novel approach to assemble and rapidly access data collections from disparate sources, facilitating grounded AI experiences. Through Model Builder and Einstein Copilot Studio, businesses can seamlessly access Data Cloud data in Amazon SageMaker for custom AI model creation without ETL overheads. This partnership between Salesforce and AWS represents a paradigm shift in data management and AI integration. By combining Salesforce’s customer-centric approach with AWS’s scalable infrastructure, Data Cloud empowers businesses to harness AI as a practical tool for growth and innovation in the digital era. 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

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May 7, 2024in Einstein 1 Platform, Salesforce, Salesforce Einstein
Tectonic at a Glance
07May

Why AI Keeps Salesforce Co-Founder Up At Night

Parker Harris holds conflicting views on artificial intelligence (AI). As the co-founder of Salesforce, he has urged the company’s leaders to swiftly integrate AI into their products. However, he grapples with concerns about maintaining the balance between speed and the company’s reputation for delivering high-quality solutions to clients. This dilemma has even led him to lose sleep. Expressing his anxiety at Salesforce’s World Tour event in New York City, Harris emphasized the unprecedented pace of AI development. He feels a sense of urgency to accelerate the adoption of AI technologies, driven by the need to meet customer expectations. Yet, he recognizes the importance of caution, knowing that customers rely on Salesforce to provide reliable solutions. Harris acknowledges the challenge of navigating this balance, pondering how to move quickly without making critical mistakes. Transitioning to his role as chief technology officer at Slack, a subsidiary of Salesforce, Harris reflected on AI’s potential, particularly its ability to generate images and videos from simple prompts. However, he tempered the enthusiasm by noting that what may seem like “magic tricks” on social media platforms may not necessarily translate effectively in workplace contexts. Harris also acknowledged the pervasive fear among entrepreneurs of missing out on the AI revolution, especially after a significant milestone in February when OpenAI, a market leader, was valued at $80 billion. This realization, coupled with the partnership between Salesforce rival Microsoft and OpenAI, prompted Harris and Salesforce co-founder Marc Benioff to acknowledge their need to catch up in the AI race. Salesforce’s main AI offering, Einstein, enables businesses to create predictive AI models using proprietary customer data. In Slack, enterprises can access Slack AI, a tool that summarizes conversations and provides answers to questions, for a monthly fee of $10 per person. Despite the promise of AI, Harris highlighted a critical issue: trust. He expressed concerns about AI occasionally providing inaccurate information or omitting key details, which could erode user trust in the technology. Maintaining trust is crucial, as users are unlikely to continue using AI tools if they encounter such troubling issues. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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May 7, 2024in Salesforce, Salesforce Einstein
Salesforce Unified Knowledge
07May

Salesforce Unified Knowledge

Salesforce Inc. is introducing a novel feature within its Data Cloud data lake, addressing the growing need for organizations to develop their own artificial intelligence models. This new feature, termed Unified Knowledge, integrates data from various third-party sources into the Data Cloud, facilitating the collection and curation of data crucial for training AI models, particularly for customer service agents. Unified Knowledge enables the importation of unstructured data into the Data Cloud, where it undergoes transformation, tagging, and quality assurance processes. This feature, developed in collaboration with Zoomin, primarily targets the enhancement of Salesforce’s Einstein for Service customer support application. However, its data integration capabilities extend to other Salesforce applications like Sales Cloud, Health Cloud, Financial Services Cloud, and Field Service. The administrative setup process for Unified Knowledge is described as relatively straightforward. Within Salesforce’s knowledge management tool, tagging tools are available, and once content is integrated into the system, much of the content can be automatically processed. Data from external sources such as Microsoft’s SharePoint, Atlassian’s Confluence, Google Drive and YouTube, Amazon Web Services’ S3 storage, Adobe’s Experience Platform, Guru Technologies’ Guru, Zendesk’s customer service platform, and company websites can be utilized to train customer-facing answer bots, streamline employee access to internal information, and facilitate quick searches within company knowledge bases. Unified Knowledge is available in a free beta test for Salesforce customers with Service Cloud Unlimited Edition, Einstein 1 Service Edition, or the Knowledge Add-On. A freemium version of Unified Knowledge will continue to be included with those applications, with Salesforce Lightning Knowledge being a requirement and Classic Knowledge not being supported. In essence, Unified Knowledge aims to consolidate organizational knowledge from disparate third-party systems into Salesforce, thereby improving service agent efficiency, resolving customer cases faster, and enhancing the quality and accuracy of generative AI content. By Tectonic Salesforce Marketing Architect, Shannan Hearne. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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May 7, 2024in Generative AI, Salesforce, Salesforce Data Cloud, Salesforce Experience Cloud, Salesforce Optimization
Salesforce Unified Knowledge
06May

Salesforce Unified Knowledge

Salesforce Introduces Unified Knowledge: Empowering Service Excellence with Integrated Organizational Insights Salesforce has unveiled Unified Knowledge, a groundbreaking solution designed to integrate organizational knowledge from diverse third-party systems directly into Salesforce. This innovation aims to enhance the efficiency of service agents, enabling them to resolve customer cases more swiftly and effectively. Unified Knowledge, coupled with customer data from Salesforce Data Cloud, leverages this aggregated knowledge to generate precise and personalized AI-driven content. This capability ensures faster and more tailored customer experiences. Why It Matters In today’s service landscape, 79% of organizations are investing in AI to bolster their support capabilities. However, 76% of executives face challenges in scaling AI effectively due to fragmented systems and isolated data sources. Enhancing Service with AI: Einstein for Service Built on the Einstein Trust Layer, Einstein for Service harnesses AI to elevate service team productivity and enhance customer experiences. Historically, this capability has relied on structured and unstructured customer data within Data Cloud. Unified Knowledge: Integrating Comprehensive Data Sources Unified Knowledge enriches AI models by incorporating Salesforce knowledge articles and information from external platforms such as SharePoint, Confluence, Google Drive, and corporate websites. This holistic data foundation empowers Einstein for Service with robust generative AI capabilities, ensuring agents and AI assistants deliver timely and accurate solutions. Strategic Partnership with Zoomin Powered by a strategic collaboration with Zoomin, Unified Knowledge amplifies service capabilities through: Expansion Across Salesforce Ecosystem Unified Knowledge extends beyond Service Cloud to integrate seamlessly with Salesforce Field Service, Sales Cloud, Health Cloud, and Financial Services Cloud, ensuring comprehensive data utilization across various operational domains. Salesforce Perspective “In service, enhanced knowledge and context lead to superior outcomes for both agents and customers. Unified Knowledge complements Data Cloud’s customer insights by integrating external organizational data, facilitating widespread adoption of generative AI and enabling faster, more meaningful customer engagements.” – Kishan Chetan, EVP and GM, Service Cloud Customer Reaction “Unified Knowledge enables us to deliver proactive, predictive, and preventive service to our customers. By unifying our extensive resources through a single system, our agents can swiftly provide solutions, ensuring consistent service delivery and boosting organizational productivity.” – Dharam Rai, VP, Global Customer Success & Experience, Sonos Availability Unified Knowledge is available in open beta today for Salesforce customers using Service Cloud Unlimited Edition, Einstein 1 Service Edition, or the Knowledge Add-On. Knowledge Answers in Bots will be generally available in June 2024, while Einstein Copilot for Mobile Workers and Search Answers are available now. This strategic initiative underscores Salesforce’s commitment to enhancing service excellence through integrated, AI-driven solutions that empower organizations to deliver exceptional customer experiences. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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May 6, 2024in Generative AI, Salesforce Data Cloud, Unified Knowledge
Generative AI Self-Service and Unified Knowledge
06May

Generative AI Self-Service and Unified Knowledge

Salesforce Announces Unified Knowledge to Boost Service Efficiency and Customer Experience Salesforce has introduced Unified Knowledge, a groundbreaking solution designed to integrate organizational knowledge from various third-party systems into Salesforce. This integration aims to enhance service agents’ efficiency and expedite customer case resolutions. By leveraging customer data in Salesforce Data Cloud, Unified Knowledge helps generate accurate and relevant AI-driven content, enabling faster and more personalized customer experiences. Generative AI Self-Service and Unified Knowledge. Key Importance Detailed Insights Built on the Einstein Trust Layer, Einstein for Service uses AI to boost service team productivity and customer experience. Traditionally, these AI capabilities have relied on unstructured and structured customer data within Data Cloud. Unified Knowledge enhances these AI models by incorporating Salesforce knowledge articles and resources from third-party platforms such as SharePoint, Confluence, Google Drive, and company websites. This robust data foundation empowers Einstein for Service and its generative AI capabilities to deliver precise answers to agents and AI assistants in real time. Generative AI Self-Service and Unified Knowledge Unified Knowledge, developed through a strategic partnership with Zoomin, offers several key capabilities: In addition to Service Cloud, Unified Knowledge integrates information into Salesforce Field Service, Sales Cloud, Health Cloud, and Financial Services Cloud. Salesforce’s Perspective Kishan Chetan, EVP and GM of Service Cloud, stated, “In service, more knowledge and more context translates to better answers for agents and customers. Agents and self-serve customers already benefit from a complete customer profile with information in Data Cloud. Now, with Unified Knowledge, they also have access to all external organizational data, creating a truly comprehensive foundation to fuel both the successful adoption of generative AI and the delivery of faster, more meaningful customer experiences.” Customer Reaction Dharam Rai, VP of Global Customer Success & Experience at Sonos, commented, “Unified Knowledge is helping us deliver proactive, predictive, and preventative service to our customers. We have over 500 agents educating our customers on different aspects of our products. Now, all our resources and data points can be unified through the same system quickly, enabling our agents to provide solutions faster. Every agent can deliver consistent and repeatable service to improve customer engagement and increase organizational productivity.” Availability Unified Knowledge is available today in open beta for Salesforce customers with Service Cloud Unlimited Edition, Einstein 1 Service Edition, or the Knowledge Add-On. Knowledge Answers in Bots will be generally available in June 2024, while Einstein Copilot for Mobile Workers and Search Answers are available now. 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

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May 6, 2024in Einstein 1 Platform, Generative AI, Salesforce, Salesforce Data Cloud, Salesforce Einstein, Unified Knowledge
Discover Service Capabilities with My Service Journey
04May

Discover Service Capabilities with My Service Journey (Beta)

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

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May 4, 2024in Generative AI
Salesforce to Power Loyalty and Personalization for IHG
04May

Salesforce to Power Loyalty and Personalization for IHG

IHG Hotels & Resorts has teamed up with Salesforce to elevate guest loyalty and meet the evolving expectations of customers. Through its One Rewards program, IHG aims to foster guest loyalty by enhancing efficiency and delivering personalized experiences across its expansive network of over 6,000 hotels spanning 19 IHG brands. Salesforce to Power Loyalty and Personalization for IHG Research indicates that 65% of consumers express a preference for brands that prioritize personalized experiences. In response to these consumer preferences, IHG is embarking on a journey to standardize its CRM infrastructure using the Einstein 1 Platform. This platform seamlessly integrates CRM and data to create comprehensive customer profiles and tailor guest experiences, thereby driving loyalty. Leveraging generative AI, Salesforce and its technology partners are also assisting IHG in guest management endeavors. Heather Balsley, Global Chief Commercial & Marketing Officer at IHG Hotels & Resorts, emphasized, “As we strive to enhance the IHG One Rewards loyalty program, our foremost goal is to provide guests with booking and stay experiences that are customized to their unique travel requirements. Our partnership with Salesforce will empower us to further refine the technology, tools, teams, and solutions underpinning our loyalty program, enabling us to offer personalized content and services that forge deeper connections with our most valued guests.” Salesforce to Power Loyalty and Personalization for IHG By harnessing the capabilities of Service Cloud, IHG gains a comprehensive 360-degree view of guests, enabling prompt and accurate resolution of guest inquiries and thereby elevating overall guest satisfaction. Additionally, IHG’s adoption of Marketing Cloud facilitates targeted customer engagement through preferred communication channels, including email, SMS, and push notifications. IHG One Rewards members exhibit a strong inclination to book directly through IHG websites and its One Rewards mobile app, demonstrating a significant increase in spending compared to non-members. Through the predictive AI technology offered by the Einstein 1 Platform, IHG aims to expand its loyalty membership base and further enhance guest engagement. For more information about the Einstein 1 Platform, visit: Salesforce – Einstein 1 Platform Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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May 4, 2024in Einstein 1 Platform, Generative AI, Salesforce, Salesforce Einstein, Salesforce Hospitality Travel and Transportation
Unified Knowledge for Service Agents
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

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May 4, 2024in Generative AI, Salesforce Service Cloud, Unified Knowledge
Slack Fuels Productivity
04May

Slack Fuels Productivity

In today’s fast-paced marketing landscape, organizations are navigating a dynamic environment characterized by automation, advanced technology tools, and readily available data. These resources enable businesses to gain deeper insights into customer needs and engage with them effectively across various touchpoints. However, technological advancements, coupled with increasing acquisition costs, necessitate a reimagining of interactions both internally and with customers throughout the buyer journey. Slack Fuels Productivity of marketers worldwide. This insight addresses how. Enterprises leverage Slack to streamline their marketing efforts and accelerate time-to-market. By harnessing the power of Slack, Salesforce marketers enhance productivity and collaboration within their teams. According to Salesforce’s State of Marketing report, 90% of CMOs emphasize the importance of ongoing innovation to maintain competitiveness in the market. Slack empowers marketers in several ways: At Salesforce, marketing is a collaborative effort involving creative leads, field marketing managers, product marketers, and campaign specialists. From content creation to sales enablement and event planning, seamless cross-functional collaboration is essential for driving messaging and demand for the business. Slack serves as the intelligent productivity platform for unifying team members and accelerating work across the entire marketing organization. By leveraging automation and integrations, Salesforce marketers focus on strategic initiatives rather than daily tasks. Slack’s Workflow Builder enables teams to automate routine tasks, freeing up time for more impactful work. Moreover, channels in Slack serve as a central hub for aligning marketing teams, facilitating brainstorming, decision-making, and collaboration. Slack Fuels Productivity by connecting the teams and the processes. Slack’s upcoming AI features, including channel recaps and search answers, will further empower teams to make informed decisions efficiently. By centralizing knowledge and facilitating communication, Slack plays a pivotal role in driving alignment, improving productivity, and fostering stronger partnerships within the marketing ecosystem. Slack revolutionizes marketing operations by providing a platform for seamless collaboration, automation, and knowledge sharing. Salesforce’s use of Slack exemplifies how organizations can leverage intelligent productivity tools to stay agile, drive innovation, and achieve marketing success in today’s competitive landscape. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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May 4, 2024in Mulesoft, Salesforce, Salesforce Slack

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