Author: Saurabh Singh

New Salesforce Field Service Innovations Bring the Power of AI to the Mobile Workforce

New Salesforce Field Service Innovations Bring the Power of AI to the Mobile Workforce

News & Events, Quick Tips, Salesforce
New Salesforce Field Service Innovations Bring the Power of AI to the Mobile Workforce

New Salesforce Field Service Innovations Bring the Power of AI to the Mobile Workforce

  • New AI innovations automatically schedule appointments, predict job duration and necessary equipment, provide detailed briefings before arrival at the jobsite, and reduce time spent on invoicing and paperwork so mobile workers can focus on completing jobs fast and driving revenue.

  • Data Cloud gives companies a real-time view of asset condition, maintenance, and repair history, so they can proactively schedule services and keep equipment working with minimal downtime.

  • Customers including AAA – The Auto Club Group, Pella, and Ryder System, Inc. use Salesforce Field Service to drive operational efficiencies, generate revenue, and deliver fast service to customers.

Salesforce has announced new AI-powered Field Service innovations to help organizations across industries streamline field operations, increase productivity, and drive revenue while delivering trusted customer experiences.

With these new AI-powered capabilities, customers can self-book appointments and track the progress of their service visit on the messaging channel of their choice. And mobile workers can predict job duration and ensure they have the parts and equipment they need for a job; reserve work capacity to meet demand; and auto-generate briefings with the relevant data they need in advance of service calls.


The power of AI, data, and CRM

Application rates for young people seeking work as skilled tradespeople dropped almost 50% from 2020-2022 in the United States alone. Salesforce Field Service empowers organizations to equip teams with the same AI-powered tools used in their offices, ensuring companies have enough skilled, productive employees to keep their businesses thriving, and helping the next generation of frontline workers benefit from the AI revolution.


The news

Salesforce Field Service helps organizations turn routine service calls into revenue-driving opportunities. With Salesforce Field Service, teams can:

  • Respond faster with AI-powered Self-Service
    • Appointment Assistant is now available across multiple Salesforce products like Einstein Bots, and all messaging channels, including SMS, online chat and Apple Messages for Business. This enables customers to book and reschedule appointments, and check when their technician is on the way, reducing call volume and no-shows.
  • Increase workforce efficiencies with AI-powered insights
    • Proactive service with Data Cloud combines a unified view of customers and their assets — including customer purchase details, service history, and IoT signals on machine health — all in real time and at scale. With this unified data, Einstein can automatically schedule service appointments and job duration, the necessary parts or tools needed, and the right technician for the job.
    • Work Capacity Management lets companies reserve capacity for work they want to prioritize, like new installations, high-value customers, or unexpected service needs to meet customer demand.
  • Drive frontline productivity with AI-powered field tools
    • External Knowledge Search answers speeds up service delivery by leveraging generative AI to ensure frontline teams have access to the right customer, asset, and service history data prior to jobs. With AI-powered work summarization and onsite search answers, grounded in a trusted knowledge base, frontline teams can reduce mundane administrative work searching for answers and spend more time solving customer challenges.
    • Augmented reality capabilities with Apple’s ARKit help to measure, scan a room, and enable barcode scanning to speed up accurate data capture and get the job done faster.
    • Mobile quoting and document builder helps companies quickly create documents like invoices to complete work fast.
    • Salesforce Pay Now provides payment capabilities within the mobile app, empowering frontline workers to collect payment and generate upsell opportunities from one place, on the digital channels they’re already using.

“The rise of generative AI and related technologies is going to fundamentally change how work gets done, but the focus so far has largely centered on use cases for desk workers. That changes now. With the latest Field Service innovations, we are empowering the mobile workforce with the AI tools and real-time data needed to efficiently handle jobs and offload time-consuming administrative tasks, so they can focus on their craft, deliver great service, and generate revenue for their companies.”

Slack

Slack’s new user interface has been developed with productivity and focus in mind

News & Events, Quick Tips, Salesforce
Slack

Today, Salesforce revealed that over the upcoming months, Slack will receive a significant design change that will improve user navigation, concentration, and access to an increasing number of crucial tools required for modern work.

 

Why it’s relevant:

  • Businesses are looking more and more for innovative methods of operation and productivity-enhancing solutions. In fact, the majority of leaders (71%) claim they are under pressure from the management of their organization to increase team productivity.
  • However, surveys also indicate that the number of business apps within organizations has risen by more than 10% in the last year, exceeding 1,000 on average. Additionally, less than 30% of systems are interconnected, resulting in data silos that increase expenses, redundant tasks, productivity barriers, and fragmented experiences.
  • The bottom line is that businesses that can consolidate the resources their employees utilize on a daily basis into one location will be more productive. Businesses now have a command centre for modern work with Slack that effortlessly unifies all of their apps in one location, automates administrative and time-consuming tasks, and unites teams on a single platform for collaboration.

 

Innovation in action:

The most recent version of Slack makes it simpler for users to use key tools to streamline their workday, navigate their channels and conversations to work faster with their teammates, and concentrate on what’s important to complete tasks without distractions.

    • A single perspective for finding the most crucial information No matter how huge their firm is, users can easily discover what they need with a default home screen for channels, direct messaging, and apps. Teams with Enterprise Grid subscriptions can now view channels from every workspace in Home. They no longer need to switch between many workplaces in order to focus on the information that is most crucial.
    • Dedicated attention for nonstop work: Teams can now more easily focus their attention, move across tools and chats more quickly, and use hover functionality to see what other people are working on. This new structure supports the various modes of working on Slack, whether that be focused work or collaborating with coworkers, and is intended to provide teams greater control over where they’re spending their time. For instance:
      1. Teams can jump into Activity as soon as they begin their day to catch up on critical work that is currently in action.
      2. Then, while they are between meetings, they can schedule some time to reply to their unread Direct Messages.
      3. They can also just save a message or action item to Later, where they can even set a reminder to ensure that it is finished on time if they need to return to it later.
      4. They can also find productivity-enhancing features in More, such as workflows, apps, and Canvas.
    • The most practical tools are just a click away: Moving swiftly through regular tasks is a simple but effective method to free up team time throughout the day for more important work. Teams may now start new channels, canvases, and huddles thanks to a new “create” button that makes tools accessible. And a new update to the Search experience means they can now click into each result to see its full context without having to jump back and forth as they look for what they need.

 

The Salesforce perspective:

“We know millions of people start and end their workday in Slack, so we took great care to ensure these improvements make it a more productive and pleasant home. The new experience helps teams stay better organized, focus on what’s important, and quickly access a growing set of tools in Slack.” — Noah Weiss, Chief Product Officer, Slack

Service GPT

Salesforce Announces General Availability and Pricing for GPT-Powered Features for Sales and Service, Secured Through Einstein GPT Trust Layer

News & Events, Quick Tips, Salesforce
Service GPT

Salesforce Announces General Availability and Pricing for GPT-Powered Features for Sales and Service, Secured Through Einstein GPT Trust Layer.

Today, Salesforce announced general availability and pricing for Service GPT, Sales GPT, and the Einstein GPT Trust Layer, helping any organization drive productivity and personalize customer interactions with generative AI designed for enterprise security standards.

Users can leverage Service GPT to auto-generate personalized replies and automatically summarize customer interactions for future reference, while Sales GPT users benefit from AI-generated, personalized customer emails based on contextual customer data stored in Salesforce. The Einstein GPT Trust Layer prevents customer data from being stored outside Salesforce, meaning prompts and responses are not stored by third-party LLM providers, or used to train their models.

Why it’s relevant?

Generative AI helps organizations tailor customer interactions faster and at scale, and workers are quickly realizing the benefits. In fact, 68% of workers say generative AI will help them better serve customers, and employees estimate it will save them an average of five hours each week. That said, 73% of employees believe generative AI introduces new security risks, underscoring the need for organizations to leverage generative AI technologies built with trust first.

Salesforce AI solution

Salesforce is embedding Einstein GPT’s generative AI capabilities across all Salesforce products. And through the Einstein GPT Trust Layer, which provides enterprise-ready data security and compliance safeguards, organizations are empowered to increase productivity and engage with customers in personalized ways without sacrificing trust.

Generally available Service GPT features include:

  • Service Replies:

    Service GPT customers can auto-generate personalized responses grounded in relevant, real-time data sources, helping service agents resolve customer issues faster.

  • Work Summaries:

    Users can create wrap-up summaries of service cases and customer engagements based on case data and customer history.

Generally available Sales GPT features include:

  • Sales Emails:

    Reps can auto-generate personalized emails with CRM context, either from inside Sales Cloud or through Gmail and Outlook, with just a single click. This reduces a time-consuming, yet critical step in the sales process.

Sales GPT

Sales Emails will auto-generate personalized and data-informed emails for every customer interaction, streamlining sales prospecting and saving sales reps valuable time.

Generally available features in the Einstein GPT Trust Layer include:

  • Zero Data Retention:

    Enterprises are sometimes hesitant to explore generative AI due to a lack of control over where data is retained when it’s sent to an LLM. The Einstein GPT Trust Layer prevents customer data from being stored outside Salesforce, meaning prompts and responses are not stored by third-party LLM providers, or used to train their model.

  • Encrypted Communications: Encrypting communications over TLS safeguards prompts sent to an LLM, along with the responses sent back to Salesforce.
  • Data Access Checks: When a prompt uses customer data to generate a more tailored response, businesses need to ensure the only data added to the prompt is data the end user is allowed to access. Data Access Checks govern prompts by restricting data grounding to only the data allowed by the user’s permissions.
  • Feedback Store: For successful adoption, customers need feedback loops that enable past success to guide future outcomes. The Einstein GPT Trust Layer collects feedback data – including if generated responses were helpful or not, and if, for example, a service agent ultimately accepted, rejected, or modified that response – to improve the quality of prompts over time.
  • Audit Trail: Staying compliant while using AI is a key requirement of many enterprises. The Einstein GPT Trust Layer’s audit trail simplifies this by securely logging all prompts, outputs, interactions, and feedback data so teams can benefit from generative AI while meeting their compliance needs.

Salesforce perspective:

“Salesforce’s generative AI features, which take an open ecosystem approach and are powered by real-time, proprietary data, are empowering every organization to tap into the productivity and efficiency benefits of AI while ensuring enterprise-grade trust and data security remain at the center.” — Clara Shih, CEO of Salesforce AI

Pricing* (more details here)

  • Sales GPT is included in Sales Cloud Einstein at $50/user/month and includes a limited number of Einstein GPT credits.
  • Service GPT is included in Service Cloud Einstein at $50/user/month and includes a limited number of Einstein GPT credits.
  • As usage grows, customers can purchase Enterprise Expansion packs for Sales and Service teams.
  • Initially, only customers who have purchased Unlimited Edition, which includes the Einstein SKU**, will be eligible to use GPT-powered capabilities.

*These pricing details are provided for informational purposes only and subject to change and taxes and other fees. Restrictions apply. Contact our sales representatives for detailed pricing information.

Salesforce Promotes Digital Trust

Salesforce Promotes Digital Trust and Innovation by Supporting AI Regulation

News & Events, Quick Tips, Salesforce
Salesforce Promotes Digital Trust

 

Similar to the internet and smartphones, artificial intelligence, especially generative AI, is the next major technological advancement. However, new technology has its limitations and has a number of problems, such as concerns with accuracy, prejudice and inequity, privacy and security, and content sourcing.

With AI, businesses must advance quickly and become more productive, but trust must come first. In order to address trust issues, Salesforce published five recommendations for safe generative AI development earlier this year.

Additionally, Salesforce offers customised, risk-based AI governance that distinguishes between contexts and uses of the technology, safeguards privacy, fosters trust, and promotes creativity.

 

Accessible, reliable, and moral AI

The key is a customised strategy: A one-size-fits-all regulatory approach might stifle innovation, undermine healthy competition, and drag out the adoption of technologies that consumers and companies all over the world are now utilising to increase productivity.


“A tailored approach is key: A one-size-fits-all approach to regulation may hinder innovation, disrupt healthy competition, and delay the adoption of the technology that consumers and businesses around the world are already using to boost productivity.”

For instance, while Salesforce supports ethical AI development across the board, a small team of engineers building a generative AI chatbot to teach college students to cook should be subject to fewer regulations and checks than medical professionals using AI tools to aid in patient diagnosis and care plan development.

Salesforce applauds legislators that take a sophisticated approach to creating regulations and who take into account the ideas below to guide society through this crucial period:

  • Framework based on risk: How technology is utilised has an impact, and some sectors, like healthcare, are more likely than others to put consumers and society at greater danger. Risk-based AI regulation would put the most emphasis on high-risk applications, particularly those with ramifications for the law, the economy, and ethics that could have serious negative effects or affect people’s rights and freedoms.

  • Differentiation based on use, context, and control: Regulation should make distinctions based on the uses, context, and controls of the technology and set guardrails accordingly. Developers of generative AI, for example, should be responsible for the models’ training and the training data, whilst individuals using the technology should define standards for how the tool should be utilised.

  • Laws governing data privacy: The cornerstone of ethical AI governance is the safeguarding of the fundamental human right to privacy. Data is the fuel for AI. To protect individual privacy inside the AI ecosystem, additional regulations tailored to generative AI should address the use and privacy of personal data when training future models.

  • Transparency: AI systems may function as “black boxes,” making it challenging to comprehend how they make decisions. People should be aware of the “why” behind AI-driven advice, given the tools to grasp it, and educated as to whether they are speaking with a real person or a computer simulation.

  • Responsibility and Governmental Oversight: One strategy to encourage responsibility and trust with high-risk AI systems is to conduct AI impact assessments. In terms of responsibility and compliance, licences or notifications can be helpful. However, they should be applied using a risk-based strategy that balances compliance with market access, competition, and innovation. Therefore, the field will benefit from the basic knowledge provided by risk management frameworks like those supplied by NIST.

  • Harmonisation and conformity to current regulations: Global data protection rules, for example, are just one of the many laws and policies that already exist that serve as barriers against AI. Regulators and other stakeholders should evaluate and make clear if these issues are covered by existing legislation as they create new guidelines.

  • Applications that are both universal and future-proof: Given the rate of invention, AI legislation should be globally interoperable and flexible while also being durable. Instead of being centred on a particular technology at a particular time, the regulations should offer a policy framework for the ethical development and deployment of AI systems.

 

Collaboration between the government, business, academia, and civil society is necessary

Salesforce aggressively engages with governments and all stakeholder groups to establish ethical, risk-based, and internationally applicable AI norms since AI is a significant and quickly growing issue in society.

  • Salesforce encourages collaborations between the public and private sectors, including as the G7 initiative and the OECD’s long-standing artificial intelligence (AI) initiatives.
  • In the US, Salesforce submitted comments to the Office of Science and Technology Policy (OSTP) and the National Telecommunications and Information Administration (NTIA) dockets on the AI Accountability Policy.
  • Salesforce applauds the ongoing developments of the EU AI Act and strongly urges that the risk-based approach be incorporated into the Act’s final wording.
  • In order to promote AI innovation, Salesforce has also promised to invest $4 billion in its UK operation over the next five years.
  • Through the U.S. National AI Advisory Committee, the Singapore Advisory Council for the Ethical Use of AI, Singapore’s AI Verify Foundation, and the U.S. Chamber of Commerce Artificial Intelligence Commission, Salesforce officials are actively engaged in multi-stakeholder talks.

Salesforce is dedicated to creating trustworthy, open, and accountable AI systems that put a priority on accuracy, fairness, privacy, and having a positive social impact. Salesforce will keep up this dedication as technology develops.

revolve-posttCRM

What You Need to Know About Salesforce CRM Managed Services for Beginners 

Quick Tips, Salesforce
revolve-posttCRM

Salesforce CRM is being used by companies all over the world as a strategic tool for growth. A Salesforce administrator-led IT team oversees the CRM’s daily operations. However, as a business expands, so do the resources and competencies required to efficiently maintain and support the unique Salesforce solution. During Salesforce maintenance, the team also starts to deal with more challenging and complex situations. Therefore, it is impossible for a single administrator or small team to administer the Salesforce system, which is essential to corporate growth. In this situation, Salesforce Managed Services are useful. The services offer a versatile alternative to effectively managing and supporting Salesforce instances, maximising your investment without having to engage any additional staff.

Overview of Managed Services

Managed Services refers to outsourcing a variety of business functions and procedures in order to streamline operations and cut costs. It essentially entails outsourcing for the management of a specific department or sector. The concept of managed services is founded on the break/fix repair paradigm, where an item is only fixed or attended to when it breaks. The break/fix methodology assists businesses in resolving issues as they arise and enables ongoing business operations. This doesn’t stop mistakes or difficulties from happening again.

Systems faults result in lost productivity and wasted time, which eventually reduces income. The break/fix paradigm is therefore outdated and unproductive in the corporate context of today. In this circumstance, managed services are employed. This new paradigm brings a proactive approach to resolving system issues, especially the big and complex ones that the current technology team’s knowledge and resources are not enough to address. By focusing on the avoidance of potential issues, managed services help to maintain the regular flow of business activities. Risks and issues are recognised in advance, and countermeasures are created to prevent them.

What do Managed Salesforce Services entail?

Salesforce Managed Services are a collection of upkeep and support methods that include anything from customising and enhancing Salesforce products to providing service assistance to implementing new features and upgrades in an organisation. The goal is to identify problems as soon as possible before they have a detrimental impact on the operations and clients supported by Salesforce CRM.

The services come with a group of Salesforce experts known as Salesforce Managed Service providers, who are responsible for maintaining and providing a customised set of solutions depending on the unique business requirements of an organisation. This enables businesses to concentrate on their core goods and services while delegating daily updates, security checks, and other administrative duties to managed service providers.

What does Salesforce Managed Services include?

When a company invests in Salesforce Managed Services, it has access to several benefits, services, and resources. They consist of the following:

revolve-posttCRM

1. Consulting

The goal of consulting is to fulfil the needs of the client and provide them with specialised answers. In addition, it makes precise recommendations while taking into account the various goals of sales, marketing, and customer service. The following tasks are included in Salesforce consulting services:

  • Defining business objectives Salesforce CRM is to support
  • Mapping the objectives into features of Salesforce
  • Recommending the most suitable Salesforce instance edition or version
  • Designing sales, customer service, and marketing processes in Salesforce Sales, Service and Marketing Clouds instances
  • Building a seamless user adoption strategy

2. Development and Customization of Applications

Salesforce’s solutions are specialised to handle reports, email templates, unique workflows, and much more. By doing this, the solution adapts to the demands of your current business operations. Additionally, unique applications are created to satisfy organisational requirements.

3. Implementation

By putting all the contracted services into practise, a distinctive Salesforce solution is produced. This ensures total coverage of the unique requirements of a customer’s business.

4. Integration

Customers have access to services that allow them to integrate their Salesforce product with external platforms. As a result, the user experience on all contractual systems is thorough and seamless.

5. Optimization

Optimising your Salesforce solution assures its greatest utilisation. In order to do this, you must continue to improve the functionality of your solution in line with the growth of your business. This contributes to streamlining processes and boosting employee output, both of which enhance user experience.

6. Support for Maintenance

For your Salesforce solution, you have access to ongoing support. By streamlining workflows, Salesforce Managed Services assist you in shortening the administration process. Additionally, the service providers actively enhance the Salesforce solution to prevent its obsolescence as the company develops. In order to ensure that the business can get the most out of Salesforce, users are trained on both bespoke and default functionality.

Advantages of Salesforce Managed Services

revolve-posttCRM

1. Simple Management

You can overcome straightforward, intricate, and crucial issues relating to data administration, sales management, etc. with the aid of Salesforce Managed Services. The services identify specific difficulties that are relevant to your company and assist you in working quickly to address the problems. Business losses are avoided and the problems are promptly remedied.

2. More Effective

The solutions are economical and produce reliable outcomes. By signing up for these services, you can make sure that you make intelligent investments and save money. The costs of keeping a full-time Salesforce employee are low, and the outcomes are tailored to your company’s needs.

3. Less Work for the IT Team

Salesforce is skilled at spotting IT hazards and taking care of things quickly. For resolving IT issues, you are not need to identify a specific IT professional. As a centralised platform, Salesforce makes it simple to keep an eye on the IT infrastructure of your business. This allows your company’s IT team to work on more effective procedures and concentrate on the development of other crucial business areas.

4. Growth in Sales

Salesforce services are crucial for increasing sales and increasing revenue. Instead of spending money on an internal team, you can count on Salesforce to handle problems. Salesforce Managed Services do crucial tasks with ease and provide you with enough room to grow your business in other ways. Effective data management enables you to identify the weaknesses in your business. Managed services assist you in creating significant time savings so that operations focused on producing results can be successfully completed.

5. Availability

Salesforce guarantees that a professional is available to your company around-the-clock. A professional is only a phone call away in a crisis. For situations like these, having an internal team may not always be advantageous. Issues with availability are seldom ever a concern because the functionality is handled remotely. This helps the business work with clear requirements and objectives. The problem is promptly solved since prompt assistance is given. Any adjustments required for additional assignments can be made without difficulty.

6. Accessibility

The managed services guarantee that you have simple access to all documents and that you may create the appropriate authorisation as needed. You get assistance in determining the elements of your business that are productive and those that are less so. Employees have access to data gathered by analysts and can work on aspects that enhance the performance of the business. Monitoring the progress of conversations, emails, job postings, etc. is straightforward with Salesforce Managed Services. Additionally, the chance of blackouts is reduced. When such problems are resolved, your business is able to devote more time to other crucial aspects of the business, resulting in higher growth and productivity.

7. Current Functionality

Your business wastes time and resources when it spends more time resolving problems that could just as easily be handled by a third party. Your ability to employ the time and energy you save on other sales and marketing activities is guaranteed by Salesforce-managed service providers. By choosing managed services, you can be sure of a strong market presence and keep one step ahead of your rivals.

In summary

Whether a company is new to the sector or has been there for a while, Salesforce Managed Services offer a seamless and enhanced Salesforce experience. This aids businesses in gaining insight into a variety of areas necessary for their success and preparation for the future. The services are a cost-effective option because you may outsource managerial tasks as and when they are required, saving your business money on employing and paying a full-time person.

Revolve

Improving University Marketing Efforts with Salesforce Marketing Cloud

Case Studies
Revolve

Overview

A prominent university, which is accredited by several regional accrediting agencies, currently utilizing Salesforce Education Cloud (SFEC) and is considering migrating to Salesforce Marketing Cloud (SFMC) in order to enhance engagement with prospective students and more effectively track their involvement through email communications and the online platform. Salesforce Education Cloud helps to organize and manage data, while Marketing Cloud offers a range of interactive email templates and the ability to automatically send and track emails, as well as monitor engagement and clicks. By implementing Salesforce Marketing Cloud, the university aims to streamline communication and interactions with prospective students, leading to a more seamless and cohesive experience.

Industry: Higher Education
Region: North America
Tools: Salesforce Education Cloud (SFEC), Higher Education Data Architecture (HEDA), Salesforce Marketing Cloud (SFMC)

Challenge

The client lacked the necessary tools for effective student engagement in Salesforce Education Cloud (SFEC), which can be addressed by integrating with Salesforce Marketing Cloud (SFMC). Specifically, the client would benefit from the following features and capabilities in SFMC:

  • SFMC offers advanced email marketing capabilities, including interactive templates and sophisticated segmentation techniques.
  • Robust analytics and reporting tools in SFMC enable tracking of student engagement and campaign performance.
  • Automation features such as Journey Builder and Automation Studio in SFMC streamline email communication and lead nurturing processes.
  • SFMC allows for integration with other Salesforce products and third-party systems. Customizable landing pages and web forms in SFMC can be used for lead capture.
  • Advanced social media marketing and advertising tools in SFMC allow for targeted outreach to students and potential students.

The client required an automated solution for potential students who had interacted with their website and were considering enrolling in a program and sending interactive emails to their students, utilizing education cloud data. In order to fulfill these requirements, the client sought out a partner with experience in Salesforce integrations and multi-cloud expertise, as well as a team capable of managing their complete marketing platform, including the design, planning, execution, and analysis of marketing activities. They also required their team to be trained on how to use SFMC and its tools and guidance throughout the overall process.

Solution

Revolve Softech implemented a strategy for the customer to effectively engage with potential students through their online platform and email communications. Our team of experienced industry professionals in marketing platform solutions provided comprehensive support, enabling the customer to focus on their business operations.

  • As the first step in the project, Salesforce Education Cloud (SFEC) was integrated into Salesforce Marketing Cloud (SFMC) using the native connector.
  • Established user accounts and defined roles and permissions, while also integrating them into corresponding user accounts in the Salesforce Education Cloud (SFEC) (API User included).
  • Setting up sender profile, delivery profile, Reply Mail Management, and send classifications.
  • Utilized data from Salesforce Education Cloud (SFEC) and other sources to create targeted marketing campaigns and track student engagement.
  • Set up a dedicated sending IP for the Marketing Cloud for the process of IP Warming.
  • While sending a small volume of emails to a targeted group of engaged recipients our team monitored the delivery and mail engagement rates.
  • Gradually increasing the volume of emails sent over time, keeping an eye on delivery and engagement rates to ensure that they remain high.
  • Implemented the use of data extensions and attribute groups to store and manage contact data, which was then utilized in various marketing scenarios.
  • The automation designed by our team ensured that it meets the exact requirements presented by our client, this included the design and implementation of a tailored solution utilizing Journey Builder and Automation Studio to nurture leads and support the client’s marketing efforts.
  • Continuously monitored and adjusted strategies to ensure success and meet evolving customer needs.
  • Trained the client’s team on how to use the Marketing Cloud platform and associated tools. This involved providing guidance on how to create and manage campaigns, use analytics and reporting tools, and leverage other features of the platform.

Result

Upon integrating the Salesforce Education Cloud (SFEC) with the Salesforce Marketing Cloud (SFMC), the client was able to efficiently access and utilize both platforms, leading to the optimization of their student interaction portal. The SFMC’s various tools, including Email Studio, Automation Studio, Content Builder, and Contact Builder, allowed the client to improve their student engagement and track it more effectively using the comprehensive range of tools offered. Additionally, this facilitated enhanced engagement with alumni. During the project, our team provided training and guidance to the client’s team on how to effectively utilize the analytics and reporting tools, as well as other automation tools available within the Salesforce Marketing Cloud (SFMC). This support enabled the client to maximize the use of these resources and streamline their marketing efforts.

Salesforce Data Cloud for Tableau

Unlocking the Power of Salesforce Data Cloud for Tableau

Quick Tips, Salesforce
Salesforce Data Cloud for Tableau

Salesforce Data Cloud is a potent data management platform that gives businesses access to and control over their data in a more effective, perceptive, and useful manner. Businesses may store, manage, and integrate their data on a centralised platform, which enables them to act more quickly and efficiently when using data to drive decisions. Tableau-using companies should adopt Salesforce Data Cloud because it may help them maximise the value of their Tableau dashboards and visualisations.

In this post, we’ll examine the various ways that Salesforce Data Cloud may be leveraged to improve Tableau’s functionality and give businesses insightful data.

Salesforce Data Cloud: What is it?

The best CRM data cloud, Salesforce Data Cloud, is a real-time data platform that provides an accurate and unified source of customer information. It helps you handle major data pipeline challenges. It powers the whole Salesforce Customer 360 platform, allowing businesses to compile, harmonise, and combine all customer data from different interactions and channels into a single, live customer profile. As a result, each interaction within the Customer 360 is more automatic, intelligent, integrated, and quick.

Tableau’s use of Salesforce Data Cloud

 

Tableau is one of the most popular data visualisation tools available because it helps companies to develop engaging dashboards and reports. Organisations must, however, have access to high-quality data that is accurate, pertinent, and current in order to get the most of Tableau. Herein lies the role of Salesforce Data Cloud.

Businesses may improve their Tableau dashboards and visualisations by using Salesforce Data Cloud, which gives them access to high-quality data that they can use to learn more about their clients, potential clients, and market trends. Here are a few ways that Tableau’s capabilities can be improved by utilising Salesforce Data Cloud:

  1. Data Enrichment

    Businesses can enhance their data by gaining access to extra information about their clients and prospects with the aid of Salesforce support and its Data Cloud. These details may include demographic, firmographic, and behavioural data that can be utilised to more precisely segment and target different client groups.

    For instance, a corporation might utilise Salesforce Data Cloud to add details like the job titles, company sizes, and industries of its clients to its customer data. Using this data, more specialised marketing campaigns and sales tactics can be developed.

  2. AI-Powered Insights for Better Decision-Making

    With access to a single source of data, Tableau’s AI capabilities can assist you in discovering untapped insights and improving your data-driven decisions. This AI-powered platform offers automated insights, suggestions, and predictive analytics, empowering businesses to confidently make data-driven decisions. Businesses may improve client experiences, increase revenue, and optimise their marketing efforts by utilising AI.

  3. Quick Analysis

    Businesses can instantly analyse their data using Salesforce Data Cloud, which provides current trends and insights. This enables businesses to act fast and effectively when making data-driven decisions. Businesses can find patterns, trends, and possibilities for growth as well as areas for improvement by analysing customer data.

  4. Harmonisation of Data

    The process of merging data from several sources and guaranteeing its accuracy, consistency, and usability is known as data harmonisation. By offering a uniform platform that compiles data from numerous sources, including CRM, ERP, social media, and third-party data providers, Salesforce Data Cloud streamlines this process. Businesses can now examine all of their data in a single, comprehensive perspective, which makes it simpler to analyse and draw conclusions.

Conclusion

Businesses can maximise the value of their Tableau dashboards and visualisations by using the robust data management platform Salesforce Data Cloud. Businesses may obtain important insights into their customers, prospects, and market trends by giving them access to high-quality data that is clean, relevant, and current. This enables them to make data-driven choices more quickly and efficiently. Salesforce Data Cloud may assist businesses in improving their Tableau dashboards and visualisations through data enrichment, integration, cleansing, segmentation, or visualisation, giving them a competitive edge in today’s data-driven business climate.

Revolve is pleased to be a member of this ecosystem, which has included Salesforce solutions, which have historically been at the forefront of innovation. Our specialised Salesforce-managed services and products may assist companies in realising their full potential and experiencing tremendous success. To address your main concerns and make sure that your organisation operates smoothly and effectively, we offer 24/7 Salesforce assistance. To begin, get in touch with us today!

Release Readiness

Master the Release Readiness Process

News & Events, Quick Tips, Salesforce
Release Readiness

Learning Objectives

After completing this blog, you’ll be able to:

  • Describe the value of investing more of your time exploring and rolling out new features.
  • Use release readiness resources to help you learn and prepare.
  • Dig into the Release Notes to discover new features.

Explore More Resources

Now, let’s dig deeper into some other resources. You can select which format appeals to you most based on how you learn or how much time you have.

  1. If you like visuals in slide format that you can share with others, get the Release Overview Deck, also known as the ROD (Salesforce login required) or the Release-in-a-Box kit.
  2. If you like to see features in action, you can view a wide variety of short demo videos or join live webcasts and webinars to see more in-depth demos, ask questions, and get answers with Salesforce experts and product owners.
  3. Follow #Release Matrix Post (Salesforce login required) for a great resource to analyze the contents of the release notes. Salesforce Success Teams create this for each release and share it with the Release Readiness Community.
  4. You can also find a module dedicated to each release in the Prepare for Salesforce Releases trail. It’s a great way to get the highlights across many different Salesforce products.
  5. Treasure Hunt: #RRTreasureHunts
  6. Release Overview Deck: #ROD Post
  7. Release Matrix: #Release Matrix

Many of these resources are also featured in the Learn MOAR Trailmix, which gets updated every release and provides an opportunity to earn a badge. Many of these resources are also featured in the Learn MOAR Trailmixes for admins and developers, which are updated with highlights from every release, and provide an opportunity to earn a community badge.

Note: If you’re late to the party and need to catch up on a release once it’s already in production, or want to review resources from a previous release, download Release-at-a-Glance (Salesforce login required), a handy-dandy one-pager with quick links to all the key resources from a past release.

Dive Deeper into the Release Notes

You can use the release notes filters to discover quick wins by doing a quick scan of the “Enabled for users” and “Admin must enable” Feature Impact filters.

Grab your shovel, because now it’s time to dig a little deeper. You still use the filters to help speed up the process, but let’s take it to the next level and complete the must-read list, drill down by cloud, and explore all the relevant product and feature areas. It’s also important to view information about add-ons because sometimes they include “freemium” features available without any additional cost.

Complete the Must-Read List

First and foremost, make sure you are familiar with the content in these sections and either use them for reference or check for updates.

How to Use the Release Notes

Understand how the document is structured so you can review it faster

How and When Do Features Become Available?

Discover tabular summaries of features that are enabled by default or require an administrator to enable

Supported Browsers

Keep Salesforce humming along by making sure you’re running on supported browsers

Release Notes Changes

Explore this living document with regular updates and changes during the course of each release cycle. You can find a link to the change log on the How to Use the Releases Notes page. We recommend that you review this section on a regular basis.

Next, review all the items listed under Salesforce Overall. These items are usually relevant to all customers as they concern areas such as navigation, list views, and search. In addition, notifications about important critical updates are often posted in this section.

Drill Down by Cloud

When you’re reviewing features for a specific cloud, scan all the topics listed under the main heading and drill into any that refer to standard functionality or add-on products you own. If you have Sales Cloud, for example, click through all the topic links listed under Core Sales for updates on the primary CRM objects and processes like Opportunities, Leads, Quotes, and Forecasting to name a few. But don’t stop there! Check out everything in the Productivity and Gmail/Exchange integration sections, where you can find those time-saving crowd-pleasers involving email experience, activity management, and calendars.

Next, take a spin through these mostly “cloud independent” areas.

  • Analytics, for Reports & Dashboards features.
  • Customization, Security & Identity, and Development, for all the tools for admins and developers such as the App Builder, Automation, and custom code.
  • Mobile, for the standard Salesforce mobile app.

If you’ve already integrated Salesforce with Gmail or Outlook, it’s also essential to have a look at what’s new in the Email integration section. Even if you haven’t started using these features yet, it’s important to understand the options available as you determine what approach is right for your organization.

Remember the Add-Ons

You may come across some features that are available with a standard license, but also have extended functionality for an additional cost with an add-on license. For example, Einstein Activity Capture Standard is available to Sales Cloud customers with Enterprise Edition and above, but the extended version requires a license for Sales Cloud Einstein, Inbox, or High Velocity Sales.

The standard add-on features are definitely worth your time, as there’s only an extra cost if you want the full feature set. The Where section at the top of the feature description tells you which licenses you need.

Remember that you’re the one in control, so you can prioritize how you roll out most features, and you can use the cadence of the releases to your advantage.

An application that provides transportation, logistics, and financial services

An application that provides transportation, logistics, and financial services 

Case Studies, Salesforce
An application that provides transportation, logistics, and financial services

Overview:

A leading multi-national company based in Singapore. It is the developer of a smartphone app that provides users with transportation, food delivery, and digital payment services via a mobile app. It currently operates in Singapore, Malaysia, Cambodia, Indonesia, Myanmar, the Philippines, Thailand, and Vietnam. The client previously used the Stripo tool (Integration Tool) to create email templates but now wants to switch to Salesforce Marketing Cloud for the Creation of Email templates, Journey Management, Organization Setup, Audience Management, and Data Segmentation.

Industry: Travelling Agency
Region: Singapore, Central Region, Singapore
Tools: Stripo, Workato


Challenge:

The client had to use several different tools for error handling as the email templates were designed in different languages for different users due to which the work stream was getting delayed, Client wanted an automated solution to send emails to different users according to the requirement.


Solutions:

Revolve Softech and its top-notch marketing experts use the latest technology and best practices of Salesforce Marketing Cloud to provide the Customer/Client with the best experience and productivity.
  • Revolve Softech provided an integrated automated Solution and a dedicated PM with the top marketing experts to provide the best solution to the customer with the latest technologies used in Salesforce Marketing Cloud.
  • We as a team make sure that the customer has all the solutions from a single agency to avoid confusion and chaos.
  • We have suggested they go through all the journeys, touch points (mainly to decide when to send the second email after the first email has been sent already according to any condition), and other sources like date or Frequency.
  • Also, suggested the client to not use Journey Builder if the Email content is changing (rather than asking the client to use Automation or to do it manually).
  • Revolve Softech has done its customized solution of Organization Setup from the scratch including Ip Warming, SAP (Sender Authentication Package), Users roles & responsibilities, Sender and Delivery Profile, and Publication List.

Results:

With the help of the best marketing experts of Revolve Softech we have provided them with the best-automated solution to send emails through different Journeys based on the criteria like Announcement Journey (Leadership Announcement, Event Announcement), Reward Journey (Contest and Giveaway), Reminder Journey, Advocacy Journey, and Re-Engagement Journey. Also suggested to them when to send reinforcement emails to the customer based on the criteria for opening the email link. Revolve Softech and its team of experts follow the best practices which have helped the Client to achieve various goals:

  • Increased efficiency and productivity
  • More satisfied and loyal customers
  • Intentional innovation
  • Save Money, Time & other resources
  • Drive efficient business activities
  • Benchmark for assessment and value maximization
Salesforce Summer ’23 Release Notes

Salesforce Summer ’23 Release Notes

News & Events, Quick Tips, Salesforce

The Summer ’23 release helps you save time, automate faster, and personalize each customer interaction through hundreds of new innovations.

Salesforce Summer ’23 Release Notes

  • How to Use the Release Notes

    The release notes are brief, high-level descriptions of enhancements and new features. It include setup information, tips to help you get started, and best practices to ensure your continued success.

  • Get Ready for the Release

    Reading the release notes is a great step in preparing for the release. These other resources help get you and your users ready for what’s coming your way. Salesforce add resources throughout the release when they become available, so check back often.

  • Release Note Changes

    Read about changes to the release notes, with the most recent changes first.

  • How and When Do Features Become Available?

    Some features in Summer ’23 affect all users immediately after the release goes live. Consider communicating these changes to your users beforehand so that they’re prepared. Other features require direct action by an administrator before users can benefit from the new functionality.

  • Supported Browsers

    We’ve made some changes to our supported browser’s documentation, making it easier to find what you need. Supported browsers for Salesforce vary depending on whether you use Salesforce Classic or Lightning Experience.

  • Salesforce Overall

    Learn about new features and enhancements that affect your Salesforce experience overall.

  • Analytics

    Analytics enhancements include new and updated features for Lightning reports and dashboards, CRM Analytics, analytics apps, Einstein Discovery, and Tableau.

  • Commerce

    Commerce Cloud enhancements include new and updated features for B2B and D2C Commerce, Omnichannel Inventory, Salesforce Order Management, and Salesforce Payments.

  • Customization

    Get smarter predictions and insights from Einstein Prediction Builder using data from related objects (beta). Use the new Salesforce Connect adapter for GraphQL to connect external sources that expose their capabilities via GraphQL. Assign field-level security for permission sets instead of profiles.

  • Data Cloud (Formerly Customer Data Platform)

    Ingest, harmonize, unify, analyze, and stream data with Data Cloud, previously called Customer Data Platform. Explore expanded functionality for getting organized and segregating data based on your business needs. Merge and analyze data using existing segment rules and common elements.

  • Deployment

    Send customizations from one org to another by adding these components to change sets.

  • Development

    Whether you’re using Lightning components, Visualforce, Apex, platform events, or our APIs with your favorite programming language, these enhancements help you develop amazing applications, integrations, and packages for resale to other organizations.

  • Einstein

    Use Decision Optimization (beta) to refine your Einstein recommendations based on your business rules, objectives, and constraints. Spin up propensity models for common use cases across Industries clouds with Scoring Framework, now generally available. Easily add prebuilt functionality to multiple bots with Bot Blocks (beta). Include emails and related transcripts to build better Einstein Conversation Mining reports.

  • Enablement and Guidance

    Deliver enablement programs focused on improving revenue outcomes for your company. Guide users to curated resources that can help them excel. Bring learning, career growth, skills development, and business-critical job performance to your users where they work in Salesforce.

  • Experience Cloud

    Personalize your LWR sites with Expression-Based Visibility and device-based visibility settings. Discover an abundance of new and improved LWR components, including Tabs, Logo, and Knowledge Article. Migrate your Aura sites to Google Analytics 4. And enjoy a boost in performance and productivity with improved custom domains, component caching, site navigation, and more.

  • Field Service

    Create schedules using robust features with the Enhanced Scheduling and Optimization Engine, available for new users by default. Or, easily switch to the new engine for all service territories for improved scalability, performance, and scheduling quality. Save time by letting mobile workers set follow-up appointments in the app. Expand how mobile users get work done, with custom dashboards and images that can be annotated and uploaded even when offline. Supercharge workflows with the reimagined tablet experience and updated related list UI. Enable customers to track service outcomes to easily assess the compliance of service contracts. Ensure timely maintenance by planning ahead for potential blockers. Route work to the best agent for the job. Enhance the customer experience by enabling customer-driven live sessions and messaging with Visual Remote Assistant.

  • Hyperforce

    Hyperforce is the next-generation Salesforce infrastructure architecture, built for the public cloud. It enhances Salesforce applications’ compliance, security, privacy, agility and scalability, and gives customers more choice over data residency.

  • Industries

    Industries solutions shape Salesforce to the needs of your business, reducing the need for you to customize things yourself. Schedule test drives and service appointments with Automotive Cloud. Calculate order prices online and plan store visits with Consumer Goods Cloud. Actionable Segmentation is now generally available in Financial Services Cloud. Schedule home healthcare visits with Health Cloud. Manage lifecycles of awarded grants with Grantmaking for Public Sector Solutions and Nonprofit Cloud. Use CSV files to upload data to Net Zero Cloud. Automate the selection of members for tier change and tier upgrade assessments with Loyalty Cloud. Orchestrate end-to-end warranty lifecycles with Manufacturing Cloud. Build ship and debit programs with Rebate Management. We also have plenty of changes for the Education Cloud, Nonprofit Cloud, Media Cloud, Industries common features, and many more.

  • Marketing

    Marketing Cloud is the premier platform for delighting customers with 1:1 customer journeys. It enables you to build a single view of your customer, leveraging data from any source. Plan and optimize unique customer journeys based on your business objectives. Deliver personalized content across every channel and device at precisely the right time. Measure the impact of each interaction on your business so that you can optimize your approach in real time and deliver better results.

  • Marketing Cloud Account Engagement

    Use external actions as completion actions on Account Engagement assets. Account Engagement Optimizer is now generally available and includes monitoring for critical configuration issues. Plus, get retroactive activity data when prospects opt in to tracking.

  • Mobile

    Salesforce Mobile App Plus is now generally available. The operating system requirements for the Salesforce mobile app have changed. Mobile Publisher for Experience Cloud apps can now require app updates natively and with a 15-day grace period.

  • Revenue

    Bundle your products and services in Subscription Management, and configure discounts on longer subscription terms. Create quote templates more easily in CPQ Plus.

  • Sales

    Sales teams can do their jobs faster and more effectively with these new products and feature enhancements. Allocate revenue at a more granular level for complex sales deals with opportunity product splits, and use opportunity product splits in reports and forecasts. Manage the timing of cadence steps and see cadence usage data in Sales Engagement. Share call transcripts, insights, and action items with more users in Einstein Conversation Insights, which now support more languages and voice providers. Arm your sales teams with key information from the Sales Rep Command Center in Revenue Intelligence. And get more insights into sales forecasts with charts and external data in custom columns.

  • Salesforce CMS

    Create workflows and streamline approvals in enhanced CMS workspaces. Manage CMS content from the improved content detail page. Manage unlimited content with Salesforce CMS. Create enhanced CMS channels to associate with enhanced CMS workspaces.

  • Salesforce Flow

    Compose intelligent workflows with Flow Builder, OmniStudio, and Flow Orchestration. Integrate across any system with Flow Integration.

  • Salesforce for Slack Integrations

    Use Slack and Salesforce together to connect with customers, track progress, collaborate seamlessly, and deliver team success from anywhere.

  • Salesforce Starter

    Salesforce Starter is the most efficient way to get started with Salesforce. With combined sales, service, and marketing tools, Salesforce Starter helps you find, win, and retain customers, all within one app. Salesforce Starter is simple and scalable, making it ideal if you’re new to Salesforce or customer relationship management (CRM).

  • Security, Identity, and Privacy

    Multi-factor authentication (MFA) and enhanced domains rollouts continue. Track file activities with File Event for Event Monitoring. Automate processes for Security Center data with flows. Build native identity experiences with new and improved Headless Identity APIs. And host preference forms via your own Salesforce instance.

  • Service

    Transform conversation data into service insights and build bot intents with Einstein Conversation Mining, now generally available. Update replies with on-demand template creation in Reply Recommendations. Add prebuilt functionality to multiple bots with Bot Blocks (beta). Give your customers and partners advanced self-service automation with the Service Catalog. Record and send voice messages in enhanced Messaging channels. Add business hours to Messaging for In-App and Web. Use flows to link leads, contacts, employees and person accounts to interactions in all channels with Individual-Object linking. Create broadcast Slack messages with custom templates for Customer Service Incident Management. Get survey responses from unauthenticated guest users via APIs in Feedback Management.

  • Work.com

    Prepare your business, employees, and facilities. Respond to major events, such as the current COVID-19 crisis, with the apps and services in Work.com.

  • Other Salesforce Products and Services

    Get the latest information on features from Customer Success Group, Heroku, IdeaExchange, and Trailhead GO.

  • Release Updates

    Salesforce periodically provides release updates that improve the performance, logic, security, and usability of our products. The Release Updates page provides a list of updates that can be necessary for your organization to enable. Some release updates affect existing customizations.

  • Legal Documentation

    We made seasonal updates to Salesforce Legal Documents.
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