Zoom Archives - gettectonic.com
salesforce einstein insights
13Nov

Salesforce Einstein Conversation Insights

Unlocking Einstein Conversation Insights in Salesforce: Setup, Integration, and Customization In this insight, we’ll guide you through setting up Einstein Conversation Insights in Salesforce, integrating it with platforms like Zoom, managing permissions, and customizing the dataflow schedule for optimal performance. As a marketer from way back when, little gets me as excited about the future of technology than marketing tools that make us smarter and faster. What is Einstein Conversation Insights? Einstein Conversation Insights (ECI) empowers teams to analyze and identify patterns, phrases, and areas of focus within voice and video interactions. By tracking terms and extracting actionable insights, managers and representatives can prioritize follow-ups and improve decision-making through detailed call logs and actionable dashboards. No longer are we hampered by the limitations of written text! Step 1: Enabling Einstein Conversation Insights To begin utilizing Einstein Conversation Insights: Step 2: Assigning Permissions To grant users access to ECI: Step 3: Connecting Recording Providers Voice Recording Providers To analyze call recordings: Video Recording Providers For video analysis, integrate your conferencing platform: Setting Up Zoom Integration To integrate Salesforce with Zoom: Once complete, users will need to link their Zoom accounts individually. A message will confirm successful setup. Click Take me there to finalize the connection. Step 4: Exploring the Conversation Insights App After linking your Zoom account, visit the Conversation Insights App under the Analytics tab. This app provides a comprehensive view of call details, recordings, and actionable insights, empowering teams to focus on strategic improvements. Step 5: Customizing Dataflow Schedule By default, ECI updates its dataflow every eight hours, refreshing your dashboards with new insights. To modify this schedule: Frequently Asked Questions 1. What are the benefits of Einstein Conversation Insights?Einstein Conversation Insights automates the transcription and analysis of calls, identifies trends, and recommends next steps to accelerate sales cycles and free up sales staff to focus on opportunity closing efforts. 2. Does ECI record calls?No, ECI does not record calls. Instead, it analyzes existing recordings from connected providers to generate insights. 3. Are there any limitations?Yes, Salesforce allows up to 100 custom insights, with each insight accommodating a maximum of 25 keywords, each up to 255 characters long. Conclusion Einstein Conversation Insights is a game-changing tool that analyzes voice and video interactions to provide actionable insights, empowering teams to make data-driven decisions. By integrating with Salesforce and platforms like Zoom, you can effortlessly track call details, identify trends, and streamline workflows. Customizing your dataflow schedule ensures your dashboards always reflect the latest information, enhancing efficiency and enabling timely decision-making. Ready to take your insights further? Start integrating Einstein Conversation Insights today! By Tectonic MarketingOpps Director, 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

Read More
November 13, 2024in Data, Google, Salesforce, Salesforce Einstein, Salesforce Sales Cloud
Microsoft Copilot
21Sep

Microsoft Copilot

The fundamental capabilities of collaboration platforms have remained largely unchanged since the pandemic began. These platforms typically offer video conferencing, desktop sharing, and text chat, creating a virtual approximation of in-person meetings. While this setup effectively allows teams to collaborate across distances, it raises the question: Is this all there is to the collaboration experience? Enter Copilot. Microsoft is pioneering a new era of collaboration, where AI assistants help users prioritize meetings, manage follow-ups on action items, and integrate meeting outputs into future tasks. This evolution is particularly promising for knowledge workers who are overwhelmed by constant meetings. Copilot aims to redefine the collaboration experience, promising increased productivity and a more strategic approach to meetings. However, OpenAI, Microsoft’s prominent AI partner, is making moves to disrupt the enterprise space as well. OpenAI recently launched ChatGPT Enterprise, which now boasts 600,000 users, including clients from 93% of the Fortune 500. This week, OpenAI also acquired the videoconferencing startup Multi, sparking speculation that the company may integrate collaboration features directly into ChatGPT. Multi’s unique approach to videoconferencing—described as “multiplayer” and drawing parallels to gaming rather than traditional meetings—hints at a potential shift in how meetings are experienced. The Multi tool, set to be discontinued in July following the acquisition, was tailored for software developers, focusing on screen sharing and leveraging Zoom’s video capabilities. Yet, the concept of enhanced document collaboration extends beyond software developers. Integrating document collaboration with AI-driven features like summarization, and linking this to advanced language models, could revolutionize the collaboration experience. This approach promises to streamline the collaborative process, focusing on the work at hand with new functionalities. That said, not all meetings revolve around documents. Many are simply conversations—often the ones people prefer to avoid. Therefore, refining how meetings are managed and integrating them into users’ work lives will remain crucial, even as new technologies enhance screen sharing and video capabilities. So, where does this leave traditional video services? The quest for meeting equity and AI-enhanced directors will likely continue to refine the experience, striving for the “next best thing to being there.” As the collaboration platform evolves, any outdated elements will become more apparent. Ultimately, collaboration is a multifaceted experience, and technology will play a key role in its continued advancement. 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

Read More
September 21, 2024in Enterprise, Salesforce, Technology
salesforce unified knowledge
23May

Unified Knowledge to Salesforce Service Agents

Salesforce Introduces Unified Knowledge to Enhance Service Agent Intelligence Salesforce has unveiled Unified Knowledge, a new solution designed to enrich service agents’ ability to resolve customer inquiries. By aggregating information from third-party sources and integrating it into Salesforce, Unified Knowledge complements the data already available in Salesforce’s Data Cloud, creating a more comprehensive knowledge base for service agents. Within Salesforce Service Cloud, Einstein for Service leverages AI to provide service agents with real-time information when addressing customer queries. Previously, this information was drawn from Data Cloud. Now, with Unified Knowledge, data from sources such as SharePoint, Confluence, Google Drive, and brand websites is incorporated, further enhancing the breadth of information available to agents. Expanding Beyond Service Cloud While Service Cloud is the primary use case for Unified Knowledge, the solution is also designed to integrate with other Salesforce platforms, including Sales Cloud, Field Service, Health Cloud, and Financial Services Cloud. Developed in collaboration with Zoomin Software, Unified Knowledge allows for greater cross-platform data accessibility and more efficient workflows across various service touchpoints. Why It Matters While the exact reasoning behind Salesforce’s decision to create a separate data channel for Unified Knowledge, rather than consolidating everything into Data Cloud, remains somewhat unclear, the broader availability of data to service agents could enhance service quality and efficiency. At its core, Unified Knowledge uses generative AI to provide dynamic, context-aware responses to agent and customer queries. Key features of the solution include: With these advancements, Unified Knowledge brings generative AI capabilities into the hands of service agents and workers, allowing for quicker, more accurate decision-making and enhanced customer interactions. The Unified Knowledge feature offers significant potential in revolutionizing how companies provide customer support by improving access to critical data from a wide array of sources, ultimately leading to more informed, efficient, and personalized service. 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

Read More
May 23, 2024in Data, Generative AI, Google, Salesforce, Salesforce Service Cloud, Unified Knowledge
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

Read More
May 7, 2024in Generative AI, Salesforce, Salesforce Data Cloud, Salesforce Experience Cloud, Salesforce Optimization
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

Read More
May 6, 2024in Einstein 1 Platform, Generative AI, Salesforce, Salesforce Data Cloud, Salesforce Einstein, Unified Knowledge
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

Read More
May 4, 2024in Generative AI, Salesforce Service Cloud, Unified Knowledge
Salesforce Managed Services
09Nov

Automation Tools in Salesforce

What are the types of automation in Salesforce? What are the Automation Tools in Salesforce? The automation capabilities offered by Salesforce are based on two main categories: process automation (workflows) and data operations (data loading and cleansing). There are four main automation tools that Salesforce offers, each tailored to a specific purpose. What is an automation tool in Salesforce? Automation provides the tools necessary to automate repetitive processes and tasks for your business, such as creating a follow-up task, sending a reminder email, or updating a record. Automations can help users save critical time and reduce errors by creating processes to complete repetitive tasks. The Top 8 Best Salesforce Automation Tools What is data automation in Salesforce? Healthy automation enables users to focus on high-value work and reduces time spent on repetitive, manual tasks or complex data entry. Most often, automation means translating business processes from one form to another: from paper-based form to digital form, from an old system to a new one. What is the power of automation in Salesforce? By adopting Salesforce automation, you save time and resources, which can be redirected to more productive tasks. Sales automation can reduce daily administrative time by 14%. Moreover, it significantly enhances deal closure rates by 30% and boosts sales productivity by 14.5%. Why is Salesforce difficult to automate? Here are some of the reasons why Salesforce is difficult to automate from a technical perspective: Frequent system updates: Salesforce regularly update their platform to enhance user experiences or fix underlying issues. Unfortunately, these changes can impact user customizations and even standard uses of the platform. This is one reason many Salesforce customers opt to have a Salesforce Managed Service Provider. Disadvantages of Salesforce Flow Limited Customization and Complexity: While Salesforce Flow is considered user-friendly, it may not offer the customization and complexity required for some advanced automation tasks. Businesses with highly specific needs might find Flow somewhat restrictive. Which three components are used to automate a process in Salesforce? Use Flow Builder to automate most of your organization’s repetitive business processes. More features can provide further automation functionality, including approval processes, Flow Orchestration, Einstein Next Best Action, and Apex. Note: Use Flow Builder instead of Process Builder and workflow rules. Content updated January 2024. Like2 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

Read More
November 9, 2022in Data, Salesforce, Salesforce Development Services, Salesforce Flow, Salesforce Implementation Services, Salesforce Managed Services

Subscribe to our mailing list. Join our mail list to receive our newsletter

We'll keep you up to date with our latest news, insights, free resources, and much more.
Don't worry, we won't spam you.
gettectonic.com