Cloud Next Level https://cloudnextlevel.com Salesforce Consulting Fri, 18 Sep 2020 13:06:07 +0000 en-US hourly 1 https://wordpress.org/?v=5.5.1 https://secureservercdn.net/166.62.107.20/156.a7c.myftpupload.com/wp-content/uploads/2020/03/cropped-download-32x32.jpeg Cloud Next Level https://cloudnextlevel.com 32 32 Salesforce Field Service: A Scenario-Based Look https://cloudnextlevel.com/blog/2020/09/18/salesforce-field-service-a-scenario-based-look/?utm_source=rss&utm_medium=rss&utm_campaign=salesforce-field-service-a-scenario-based-look Fri, 18 Sep 2020 08:00:55 +0000 https://cloudnextlevel.com/?p=26261

If you’ve read our last two blog posts you have an idea of why an organization would adopt Salesforce Field Service and perhaps even a broad idea of what the service offers.  In this article, we’d like to give you a scenario in which you can see the real benefits of an integrated service system like Salesforce Field Service and how it can give your customers the experience they deserve.

Furnace Breakdown!

If you are a homeowner you know that the most likely day for your furnace to have a problem is going to be the coldest day of the year – or it will at least feel like the coldest day of the year!  BRRR.

You call your local furnace company and explain to a very patient service rep that your 20-year-old furnace isn’t working suddenly and you need help. Fast. Your spouse is starting to eye the kitchen table as kindling for the fireplace! The phone rep asks a long series of questions about, make, model, last cleaning (you didn’t know you were supposed to clean a furnace!), age of the house, square feet of house…. etc.  After 25 minutes of giving your details, you’ve got an appointment for Tuesday at 9:00 am.  Not a moment too soon.

On Tuesday morning you answer the door with your mittens on to the long-awaited service rep at 11:30. Her last call was more complicated than expected so she’s two and a half hours late.  O.K.  The service rep askes a long series of questions about, make, model, last cleaning (you didn’t know you were supposed to clean a furnace!), age of the house, square feet of house…. etc.  These are all of the same questions you answered on the phone when you called last week. She looks at the furnace, repairs the blower fan, and makes plans to come back later in the day with another part to fix something she calls a weird problem she’s never seen before with the widget that attaches to the something or other.  She also mentions that your brand of furnace is not her specialty.  She normally works on Acme Furnaces, and this is the first time she’s seen a McFurnace.  When you go to pay for the service call the field tech calls the main office with your credit card information and promises a receipt will arrive in the mail.  The good news is that you’ve got heat in your house again. The dog’s water bowl has thawed and you no longer have to wear gloves while you’re reading.

Two weeks later…. You guessed it.  Same thing. Something is not right! You call again. Give 25 minutes of detailed information and set up an appointment for tomorrow morning.  The next day a new to you service rep arrives at your house, asks you a series of questions you’ve already answered, comments that it looks like you’ve got a new blower fan, and says he sees that widget something or other problem all the time on McFurnaces.  He says he can do a makeshift repair, but you really ought to start thinking about a new furnace – TODAY.

The third time your widget something or another goes out, you call the sales department at “The Furnace Shoppe” and set up an appointment to get a quote on a new furnace. This call involved 20 minutes of giving information and history of your current furnace and setting up an appointment with a sales rep. The sales rep comes to your house looks at your furnace, comments on the new looking blower fan and the faulty widget, asks a whole series of questions, and begins to write up that quote.

Are you counting? At this point you’ve given the same information to six different people, none of whom seem to connect with each other.  There’s got to be a better way.  This is where Salesforce Field Service shines.

Key Performance Indicators

Every industry has its list of key performance indicators or KPI by which to measure success. The HVAC industry like most has an extensive list of KPI measures. In our Furnace repair scenario, the key performance indicators that could be improved include:

Profit and loss per HVAC truck: What is the profit and loss per truck? Do your repair fees align with the cost of insuring and maintain your fleet? If not it’s time to determine if the problem is the number of trucks, the resources on the trucks, or the tech and/or sales staff using the trucks.

Revenue: What is the revenue generated per department of your company? How many jobs do you need to sell per month to get to the break-even point? And how many can your staff efficiently accomplish? Once a company has determined the number of jobs needed to sell and perform to get above break even and make a profit the next set of KPI metrics are more refined and look at how your techs are doing their jobs.

The first-time fix rate is a key driver of customer satisfaction, as well as cost-efficiency. Wrong tools, wrong spare parts, wrong fault diagnosis, wrong engineer skill set—the causes are countless. Most can be managed away through better training, better control, and for our purposes here, a better field service management system.

Technician billable time. It’s important to keep a watchful eye on field service tech utilization. How much time does your field tech spend on the job, and how much time is spent driving to sites, delays due to lack of parts or knowledge, or admin tasks like time-consuming billing processes. An appropriate field service tech performance KPI can help you to get a handle on such losses of billable time.

Field service engineer punctuality. Almost as annoying as a field service engineer who doesn’t manage to fix the fault is a field service engineer who doesn’t arrive on time. Granted, it can be difficult to predict traffic conditions, even with route scheduling software. But a field service management system that tracks punctuality as an engineer performance KPI can help to pin down unnecessary delays.

Upselling rate. Finally, it can be very useful to track individual field service tech’s upselling rate. How often do your tech’s need to move from a repair situation to a suggested sale? Is your field service management system ready to handle a pivot to the sales department? Have you made it easy for your customers to make a smooth transition between the two teams?

There are lots more KPI metrics to consider of course, but let’s look at how Salesforce Field Service can help both your KPI metrics and your customer’s satisfaction at the same time.

Salesforce Field Service – Helping You Serve Your Customers Better while improving your KPI

Let’s look at how this whole situation could have gone better if “The Furnace Shoppe” used Salesforce Field Service.

That initial call may have looked the same.  You call, give your info and a field service technician is scheduled to come to your home. We all expect a certain amount of history intake when we run into a service problem. From there on out things could look a lot different.

With the Salesforce Field Service resources and skillset tools, you’ll be sure to dispatch a field service technician who is not just available, but also familiar with the problem at hand. Your customers will be reassured that you’re not wasting their time or yours by sending someone who has never seen their particular product.

Automatic real-time updates make sure you’ve got a way to be on time every time.  The Dispatcher Console lets you check for issues that require immediate action, track locations of mobile employees in real-time and schedule, or re-schedule, bulk job orders with a single click. If a job suddenly requires someone with a new or additional skill set, you can easily re-route someone to the job and backfill their current schedule. When your original field technician was delayed by a few hours the real-time updates within the Salesforce Field Service managed package make sure you know where all of your technicians are and who can be re-assigned in case of delay or emergency.  If you don’t have another tech with the right skill set or asset availability you have a way of contacting the customer right away rather than let them stew about late appointments and their future yelp review!

Asset tracking and management! Nothing is more frustrating than finding out you don’t have the particular widget to complete the job at hand.  In the service industry, you can’t anticipate every need, but you certainly can track the basics.  If you know that most repair jobs require a certain part, track your inventory, and make sure the trucks your techs are going out in are stocked per their schedules.  Be sure that the parts needed for the job are available in the truck going to the site. Sounds simple, but often this is an area that makes the difference between a good experience and a bad experience for the customer.

Have a knowledge hub available for your technicians.  This is along the same lines as asset tracking.  You can’t anticipate every situation, but you can anticipate the most common problems.  Salesforce Field Service gives you the ability to create a knowledge library of known issues and tricky repair hints. Field techs can contribute to it as needed and reference it when they get stuck.

Keep a history of the call and the work already done for the next time. Linking your mobile team through the Salesforce Field Service Mobile App gives them all the data they need to get the job done efficiently. Your mobile techs will see customer information and work history to avoid duplication of effort and optimize the escalation of services when needed.

Accept field payments. This is customer service 101. No one wants to wait around while your service tech calls in their credit card number to the home office.  Field techs can accept secured payments and let the customer get back to their lives quicker than ever.

What if a furnace repair visit turns into a furnace sales opportunity?  Salesforce Field Service can help you there too.  Rather than having your sales team make separate contact with the customer collecting data from scratch Salesforce Field Service allows you to connect sales and service at the click of a button.  Pivoting from service to sales with the least amount of doubling back will help you gain customer trust while saving time for everyone involved.

Interested?  We Can Help

Are you in a service industry that can benefit from the sleek and effective use of Salesforce Field Service?  We can help you evaluate your current system, plan for a change, and implement your new system. Get in touch with us today to talk about taking your company to the Next Level! Our dedicated team of Salesforce professionals can help you convert your current system to a user friendly, and efficient system giving you and your customers an outstanding experience. Contact us today.

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Field Service Lightning – the key to taking your service system to the Next Level https://cloudnextlevel.com/blog/2020/08/14/field-service-lightning-the-key-to-taking-your-service-system-to-the-next-level/?utm_source=rss&utm_medium=rss&utm_campaign=field-service-lightning-the-key-to-taking-your-service-system-to-the-next-level Fri, 14 Aug 2020 10:00:57 +0000 https://cloudnextlevel.com/?p=26236 [On September 1, 2020 Salesforce changed the name of “Field Service Lightning” to “Salesforce Field Service.”]

Cloud Next Level has been supporting Field Service Lightning set up and implementation since we began as a Salesforce Partner in 2018. We know what we’re doing. Now more than ever you may need help in pivoting your business towards a field service model. We know you’ve read hundreds of articles recently that start with “now more than ever.” How many of them were true? Probably a lot. Things have changed in the last five months. Your company is changing with the times.

A few weeks ago, we wrote about the advantages of using Salesforce Field Service Lightning to level up your service division and give your customers the best possible experience.  If you’re deciding if Field Service Lightning is right for you go ahead and read that article then come back here to take a deep dive into some of its features.


Cloud Next Level Can Help

In December of 2019 Salesforce reported: “71% of service decision-makers have already made significant mobile investments both in improved technologies and increased headcount. However, there’s still a difference between what companies say and what’s happening in the field — nearly half of mobile workers say they still waste significant time due to inaccurate or outdated job information.”[1]

Customer expectations for accurate, efficient, and safe field service work will only continue to rise as we move towards a continued safe-at-home world. A platform like Field Service Lightning in the Salesforce Service Cloud Suite fits the bill for ease of set up, use, and customizability. From service call intake, through scheduling, dispatch and onsite service professionals Field Service Lightning makes the job seamless for your company and most importantly the customers you serve.

Features of Field Service Lightning (FSL)

So, what does FSL offer? Field Service Lightning has three main elements that work together to give you a complete field service management solution.

  • Core Field Service Lightning.
  • Scheduling and optimization from a managed package.
  • A mobile app for your mobile workforce.

Core Field Service Lightning

Features of Core Field Lighting include pretty much everything you need to set up a comprehensive service platform for your company. If you are repairing dishwashers, providing home health services, mowing lawns, or are a managed service provider in the tech industry, Salesforce FSL is the right tool for you. Out of the box, the FSL has the following features available for your admin to easily customize:

 

  • Service Territories: Regions where field service work is performed
  • Operating Hours: Times when field service work can be performed for service territories, service resources, and customer accounts
  • Service Resources: Mobile employees who can perform field service work
  • Service Crews: Teams of service resources that are assigned to service appointments as a unit.
  • Skills: Skills required to perform field service tasks
  • Time Sheets: Tools to track the time your field service employees are spending on tasks
  • Work Types: Templates for common field service work, such as cable installations or furnace repairs
  • Work Orders: Requests for field service work
  • Service Appointments: Appointments for field service work
  • Maintenance Plans: Plans that help you track preventive maintenance work using auto-generated work orders
  • Product Items: Parts or services that can be requested, required, transferred, and consumed in field service work
  • Product Requests: Requests for a part or parts
  • Product Transfers: Transfers of inventory between locations.
  • Return Orders: Records of inventory returns or repairs.
  • Service Report Templates: Templates for customer-facing reports summarizing the status of service appointment and work orders

 

Field Service Lightning Managed Package

In addition to the above features in the Field Service Core package, FSL offers even more features with their Managed Package component for your scheduling and dispatch team and a sleek mobile app for those in the field. To be clear this package is part of the core services with a technical license upgrade.  It deserves to be highlighted separately thanks to its robust list of features. The list of features includes:

  • Asset tracking & management
  • Service history tracking
  • Field payment collection
  • Barcode scanner
  • Inventory management
  • Automatic real-time updates
  • Guided instructions
  • Service reports
  • Collaboration
  • Day view
  • Centralized knowledge hub
  • Native Android & iOS apps
  • Work order management
  • Offline priming sync
  • Crew scheduling
  • Routing
  • Polygon mapping
  • Contact database
  • Return merchandise
  • Authorizations
  • Dispatching
  • Contractor management
  • Reporting & dashboards
  • Service contracts
  • One-click scheduling optimization

If your company is currently using a clunky system to manage work orders and track fieldwork, FSL can help you integrate work orders with accounts, assets, cases, and service contracts. As a bonus, you can keep ahead of maintenance contracts and help customers schedule on time necessary work that’s convenient for them.

The advantages of knowing your service and maintenance schedules and adjusting them easily will add up on your bottom line.

Dispatching becomes easy when using the Lightning Console to book appointments and automatically assign them to the mobile employee with the right skills in the right territory. You can track your assets available to each mobile tech and replenish before they run out. It includes options to see and track products that consist of several parts in a single view. Your customers will appreciate the rapid response from a field service tech who not only knows what they are doing but also has the right equipment and supplies with them.

What about special circumstances? It happens, a field service employee gets sick, a job runs over, a customer is unavailable at their scheduled appointment time or traffic simply makes it impossible to get to someone on time. No worries, the Dispatcher Console also lets you check for issues that require immediate action, track locations of mobile employees in real-time and schedule, or re-schedule, bulk job orders with a single click. If a job suddenly requires someone with a new or additional skill set, you can easily re-route someone to the job and backfill their current schedule.

Field Service Lightning Mobile

A huge benefit of Field Service Lightning is for the mobile employee. The Mobile App that connects to FSL is sleek and comprehensive. A recent article on the Salesforce blog said:

“Being a mobile worker in field service can be a solitary profession, which is a leading contributor to the high level of churn in the industry. Giving those in the field a connected device allows them to stay in sync with everyone back in the office.”[2]

 

Linking your mobile team through the FSL Mobile App gives them all the data they need to get the job done efficiently. Your mobile techs will see customer information and work history to avoid duplication of effort and optimize the escalation of services when needed. The App can be easily configured to provide task lists and recommended next steps and a knowledge base for those times when the solution needs more research. FSL Mobile App also includes the most obvious of needs such as schedules and real-time alerts from dispatchers.


We think the advantages of Field Service Lightning are obvious. It’s a package that easily transforms your Salesforce CRM into an agile business tool for the evolving service industry.

How can we help? With a team of experienced and certified developers and administrators, we’re ready to help you set up and maintain Salesforce Field Service Lightning.

Give us a call today to evaluate your needs. We’ll make suggestions for what you can streamline through FSL and how to do it.

We also have a top-notch training staff to help your staff learn to use, modify, and maintain your system. Let us help you take your company to the Next Level. Contact Us today!

 

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Are You Ready to Take Your Field Service Team to The Next Level? https://cloudnextlevel.com/blog/2020/07/24/are-you-ready-to-take-your-field-service-team-to-the-next-level/?utm_source=rss&utm_medium=rss&utm_campaign=are-you-ready-to-take-your-field-service-team-to-the-next-level Fri, 24 Jul 2020 10:00:15 +0000 https://cloudnextlevel.com/?p=26162 [On September 1, 2020 Salesforce changed the name of “Field Service Lightning” to “Salesforce Field Service.”]

Salesforce Field Service Lightning

If your company has a service division and you are still working from Excel spreadsheets and Google calendars to schedule tech visits and inventory it’s time to level up! Salesforce Field Service Lightning is the platform you should consider to simplify and consolidate. There is no reason to use multiple systems when you can get more efficient functionality with a single platform.

Businesses with external service teams are gaining more customers daily. Customers expect outstanding service. The trick is to make sure your service business grows AND your customers get the service they deserve. Salesforce Field Service Lightning can work for you no matter how large or small your service team.

There are three basic things to consider when looking at Field Service Lightning. All revolve around who are your target users:

  • Are you in need of a system simply for your dispatchers and field tech staff?
  • Do you have contractors that only need limited access to internal information?
  • Do you want to integrate your service department with your sales department?

Let’s look at all three scenarios to see what Field Service Lightning can do for you.

The Basics


You’ve got a great team of dispatchers and field techs. They are doing their best, but they need to open multiple screens and work in three different systems to take incoming calls, schedule service, and track assets. Think about how much time you could save if all of those components were in the same system with a mobile app to make your service techs lives easier. Think of the happy customers you’ll have when your tech arrives on time and fixes the problem at hand with ONE easy visit!

The Field Service Lightning core managed service package with technician and dispatcher licensing is the tool for you. You can create work orders, book services, track your assets, and build opportunities with quotes. It’s the path from spreadsheets to an actual system! Your dispatcher can schedule based on availability, location, and skill. They’ll know if you’ve got the right assets available for the job and how to bill the job against maintenance packages or a la carte expenses. Dispatchers can also prioritize service calls based on the urgency of the issue. A broken air conditioner in July can take precedent over a furnace cleaning.

With the mobile app field techs can see the history of the issue, the tools, skills, and assets needed for the project and report back to dispatch when things are completed. They can also track their asset usage and be ready to replenish. No one likes going out to a job and not having the right tools or products to finish the job well.

A more fluid and efficient service department makes for happier customers. We all want that.

The Next Step


Let’s say you’re a growing company. Those happy customers you’ve won are recommending you to their friends. This is great, but you’re not quite ready to take on more permanent staff yet. You have a core staff doing the work at hand, but you’ve taken on contractors to complete some of the work. Someday they’ll be part of your company, but for now, you’ve contracted them to do a specific job. Field Service Lightning is ready for that as well. Adding a contractor and community licenses to your Field Service Lightning can do that for you. No need to build a separate system for contractors, Field Service Lightning allows third party contractors the ability to work with the mobile app, but controls their access to proprietary information. You choose what they can and can’t see, as well as how and when you use your contracted staff.

As a growing company, the benefits of additional functionality for a minimal cost gives you the flexibility you need to grow at the pace you’re comfortable with. Again, the goal is satisfied customers, so if you’re able to level up seamlessly they’re more likely to call on you again.

All In


All that is well and good, but if you’ve got a robust staff and are ready to go all-in with a service system that integrates fully with your sales system Field Service Lightning offers an option for that too. It’s called Field Service Lightning Plus. As you would imagine it offers all of the flexibility and consolidation mentioned above but integrates it with your Sales Cloud function as well.

Your techs are great, but sometimes that 30-year-old furnace is just beyond what a repair can do. They know that it’s in the customer’s best interest to cut their losses and think about something new. That’s where the integrated system comes into play. The field service rep can make the customer happy with an immediate fix, and get all the information needed to the sales department. When the customer meets with sales, the system requirements, and customer needs are already recorded. The customer doesn’t have to start from scratch with someone new and the salesperson doesn’t have to reinvent the wheel trying to determine the parameters of the customer’s situation. Win, win! Happy customers, informed sales team, helpful field techs. This is the kind of scenario that gets you five-star reviews on Yelp!

Cloud Next Level Can Help You Level Up

So, whether you’re looking for a platform to simply help you move from spreadsheets to a real “system,” or you’re looking for an integrated sales/support application, Field Service Lightning can meet your needs.

At Cloud Next Level, we’ve got a knowledgeable and dedicated team that knows all the ins and outs of Field Service Lightning. We’ll help you evaluate your current system and map out a plan to take your company to the Next Level! Contact us today, we can’t wait to help you.

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CheckpointID a Case Study in Salesforce Optimization https://cloudnextlevel.com/blog/2020/06/22/checkpointid-a-case-study-in-salesforce-optimization/?utm_source=rss&utm_medium=rss&utm_campaign=checkpointid-a-case-study-in-salesforce-optimization Mon, 22 Jun 2020 23:50:11 +0000 https://cloudnextlevel.com/?p=26018 THE CHALLENGE:

A startup, CheckpointID, with no certified Salesforce Administrator on staff, needed help for their “accidental administrator.” CheckpointID had a quick start implementation for its Salesforce system which had limited customization. They knew that their Salesforce instance could be better, and needed help with:

  • Automated data entry
  • Better reporting
  • Access customization
  • Training
  • Avoiding technical debt due to inexperience

CheckpointID knew that they had the needed tools. What they didn’t have was the time and expertise to customize their Salesforce instance to meet the specific needs of their clients. It was time to invest in a Salesforce consulting partner. They required a partner with multifamily industry-specific experience.

“Cloud Next Level was highly responsive, flexible, and delivered tools we needed. They trained us to use them within our native environment. They also gave us insight into maintaining our system. Their experience in the multifamily industry helped us implement the tools we needed now in a way that will be scalable for the future.” Emily Kelley, Vice President

SOLUTION AND STRATEGY:

Cloud Next Level was able to meet CheckpointID’s immediate needs and offer suggestions for the future. In the end, with minimal code development, and maximum efficiency Cloud Next Level:

  • Built an automated data entry system
  • Streamlined reporting from list view reports to drilled down specifications
  • Customized dashboards and filters, so the right people see the correct data
  • Provided clear guidance on access protocols and best practices
  • Accelerated data dissemination to key team members
  • Trained and educated staff to troubleshoot basic needs and customize for new needs

“Cloud Next Level gave us the tools we needed to give our sales team important information so they can engage with our clients more meaningfully. And they gave our administrator the confidence she needed to be self-sufficient.” Emily Kelley, Vice President

 

Cloud Next Level was able to offer suggestions and choices for workflow and utilization. CheckpointID was able to choose what to implement immediately and what to delay until they were better prepared. Some options they decided to use in phases and then to scale-up entirely, when ready. Cloud Next Level was also able to provide stepping stones for future growth. All the development provided was scalable, so that CheckpointID won’t need to build a new system or functionality in the future but will be able to expand on the current system.

TIMELINE:

The Checkpoint ID/Cloud Next Level project took four weeks from the initial engagement.

Cloud Next Level continues to provide ongoing support. CheckpointID realized the impact of continuing to work with CNL to solve problems and enhance performance.

THE FINAL RESULTS:

  • The time saved by not manually uploading data.
  • Monthly reports are now produced weekly without increasing admin time.
  • Training on the system saves time and increases efficiency.

ABOUT CHECKPOINTID:

CheckpointID is the leading ID Verification and Fraud Prevention service in the multifamily industry. Their mission is to transform the multifamily ID verification practice to encourage a safer, more accurate, and more objective leasing process. CheckpointID has grown from serving 21,000 units in January 2018 to over 1,000,000 in June 2020, making them one of the fastest-growing new companies in the apartment space.

ABOUT CLOUD NEXT LEVEL:

Cloud Next Level is a Registered Salesforce Consulting Partner with dozens of consultants from various industries. Cloud Next Level provides the industry knowledge needed to take your company to the next level as well as the technical expertise to make it happen quickly. Woman-owned, WBENC Certified and based in Cincinnati, OH.  Cloud Next Level was created in 2018 to fill the gap for midwestern companies needing expert assistance in optimizing their Salesforce experience.

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Salesforce Summer ’20 Release Highlights https://cloudnextlevel.com/blog/2020/06/05/salesforce-summer-20-release-highlights/?utm_source=rss&utm_medium=rss&utm_campaign=salesforce-summer-20-release-highlights Fri, 05 Jun 2020 14:27:27 +0000 https://cloudnextlevel.com/?p=26008 The Salesforce  Summer ’20 Release was delayed initially due to the COVID-19 pandemic, but we now have solid dates and information about what this update looks like and how it will affect our Salesforce Instance.

Release Dates: Depending on your particular Salesforce Instance, Summer ’20 arrives either June 10, July 12 or July 17-18.To determine your exact date, you’ll need to look it up on the Salesforce Trust website.

You can see the entire list of updates from this release here in the Summer ’20 release notes. We’re going to highlight a few that deserve your attention and deserve our applause as Salesforce continues to make the user experience better.

Our focus this time around is on those changes that make life simpler for users at all levels, but especially for those who are simply using the application not, building it. While there are lots of enhancements in this release for developers, admins and architects, the changes that streamline things for the end user sometimes have the biggest impact. Users will notice them and appreciate them right away.

Email Address Internationalization

As Salesforce increases its global presence, the need for internationalization of the email addresses data field seems like an obvious next step. For local organizations with international connections this is a big upgrade. Starting in Summer ’20, Salesforce will support Email Address Internationalization (EAI) through UTF-8 encoding so that you can use non-Latin-based language characters in email addresses.

iPad users rejoice!

With the Summer ’20 release iPad users will be able to enjoy the full desktop version of Lightning Experience on the iPad using Safari. Again, this is a fairly simple change from all outward appearances, but it will have a huge impact particularly for field work users.

Einstein Search

Einstein Search is now available for no cost to most organizations using the Lightning Experience. What does this mean for you? Einstein Search brings the intuitiveness of artificial intelligence (AI) to searching within the Salesforce environment. Einstein Search gets to know you, your search history and your predictive needs. You’ll be able to search in natural language syntax with better actionable results. This is a great change for those users who are not only new to your organization, but new to Salesforce in general. The transition is that much easier!

Service Cloud Voice

This new innovative product was announced at Dream Force 2019 and has been anxiously anticipated since then. Service Cloud Voice will finally link the powerful AI and CRM capability of Salesforce with the telephone communications. Until now a phone call to a service agent meant lengthy look up of past information, multiple screens and quick typing skills to create a “transcript” of the conversation for future reference. Service Cloud Voice begins with a customer call directed to the appropriate agent thanks to the power of omni-channel routing. The selected agent then has the customer’s historical data on their console. As the call proceeds, the conversation is converted to text.  Meanwhile Einstein AI gets to work analyzing the conversation and making suggestions for responses and next best actions to the agent. As if that weren’t enough, an additional supervisor console lets managers monitor and step in, when necessary, to provide assistance.

The power of bringing voice calls and digital channels together to support agents can help customers at the right time using the channel that customers prefer. Serving customers better with quick, accurate information can only lead to a better sales experience.

If you’ve got questions about these Summer ’20 features, or any others we are happy to help. If you’re a new admin who needs assistance in figuring out how releases work and what you need to do to make things go smoothly for your org, we’ve got the personnel and experience to help you learn the ropes and take your company to the Next Level.

Get in touch with us today at Cloud Next Level.

 

 

 

 

 

 

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Salesforce Future Feature Retirement – What you Need to Know https://cloudnextlevel.com/blog/2020/05/22/salesforce-future-feature-retirement-what-you-need-to-know/?utm_source=rss&utm_medium=rss&utm_campaign=salesforce-future-feature-retirement-what-you-need-to-know Fri, 22 May 2020 12:00:46 +0000 https://cloudnextlevel.com/?p=26002 We all know how innovative and forward-looking Salesforce is. With all that innovation and new product development also comes some feature retirement. Out with the old, in with the new and better. If you’re still actively using a feature that’s being retired you need to know how and when to transition. Cloud Next Level can help you with that! Here’s some info about how Salesforce handles feature retirements and what you need to be thinking about right now.

Fortunately, Salesforce follows some general guidelines when retiring features. When possible, they give at least 12 months notice that a function is retiring, with reminders as the retirement date approaches. They always have recommended alternatives and are committed to support the retiring feature up to the retirement date. And as a general rule, retirements will coincide with new releases when possible. For a comprehensive look at how Salesforce retires features read THIS article.

So, what feature retirements should you be planning for this summer with the Summer ’20 Release? Here’s a few along with the information you need to make the transition smooth.

Marketing Cloud – Classic Content Creation.

Classic Content Email Create functionality will be disabled in June 2020 and Classic Content Email Edit functionality will be disabled in January 2021. After January 2021 you will only be able to view emails previously created with the Classic Content tools.

Customers will be required to use Content Builder for all email content after June 2020.

Content Builder is Salesforce’s latest email content creation tool that was initially offered in 2016, and includes enhanced functionality not available in classic content creation tools.

Looking to make the transition to Content Builder now? Salesforce has a help document located here. And moreinformation will be provided at a later date that will have additional resources, including available open office hours and scheduled webinars, to help you walk through the transition to Content Builder.

Agent Console (also known as Console Tab or Legacy Console)

Agent Console will be retired in the Summer ‘20 Release. After the retirement date, users assigned with the Agent Console layout will no longer be able to access the feature.

This retirement should have limited impact since the Agent Console feature has not been actively enhanced since the Spring ‘11 release and has not been available to new customers since the Spring ‘15 release. Lightning Console contains all of the functionality available in the Agent Console and is now available to customers in a more modern, productive and feature-rich user interface.

If by chance you are a legacy user of this feature you need to take the following steps:

Agent Console users must be transitioned to the Lightning Console. To identify which users are using the Agent Console:

  1. Go to ‘Setup,’ then ‘Profiles,’ and select a Profile
  2. On the profile detail page, look for Console Settings.
  3. Select ‘Edit,’ next to ‘Console Layout.’

On the Console Layout Assignment page, you can view which profiles are assigned to the Agent Console Layout.

Legacy Folder Sharing

Salesforce is planning to retire Legacy Folder Sharing in the Summer ’20 release as they focus their efforts on Enhanced Folder Sharing.

This will be an easy transition with no steps needed on your part. With the Summer ‘20 release, customers using Legacy Folder Sharing will automatically be upgraded to Enhanced Folder Sharing. If, however, you chose to enable Enhanced Folder Sharing before the Summer ’20 release follow these steps:

  1. FromSetup, enter ‘Folder Sharing‘ in the Quick Find
  2. SelectFolder Sharing.
  3. SelectEnable access levels for sharing report and dashboard folders.
  4. ClickSave.

Take time to review your permissions once you enable Enhanced Folder sharing to ensure the report and dashboard folders in your organization have the appropriate sharing settings. In Legacy Folder Sharing, there were only two levels of access, but now the Enhanced version has an additional access level called Editor. You’ll want to make sure everyone has access to what they need before the need it.

Salesforce Mobile Web Experience

The Mobile Web Experience is the mobile browser version of the mobile app and has sometimes been referred to as “Salesforce 1” or one.app. This option allowed you to use a browser-based version that closely resembles the old Salesforce mobile app. You can tell you’re using the Mobile Web Experience by the dark blue left navigation bar. Salesforce is planning to retire the Salesforce mobile web experience with the Summer ’20 release. They want to focus development on enhancing the Salesforce mobile app to ensure you have a consistent and quality experience.

Most of you are already using the Lightning Experience Mobile App on your devices but if you are not and want some guidance in your transition check out the Salesforce Mobile App page to learn more about the Salesforce mobile app and its features.

For those industries that limit the use of mobile device apps for regulatory reasons Salesforce is working on a set of features called Mobile Application Management that lets IT departments monitor and control specific apps on your device without controlling the entire device. This set of features will allow customers in regulated industries to use the mobile app without risking a breach of regulations. Salesforce is working on a comprehensive security solution with features like jailbreak detection, network integrity, and dozens of other policies that will make it possible for regulated customers to run the genuine mobile app. It’s not available yet, but it’s coming soon.

Legacy versions of Open Commerce API (OCAPI)

Salesforce is planning to retire the legacy versions of Open Commerce API (OCAPI) 16.x and below on July 1, 2020 (Note: this retirement will not coincide with the Salesforce ’20 release)

Salesforce wants to focus development on the latest API version to improve security and performance, which led them to the decision to retire the legacy Open Commerce API versions.

This retirement may mean significant development for your team if you are still using the legacy version. You will need to rebuild your applications to use the latest OCAPI version available to prevent any disruption to applications that are currently using the legacy versions.You should review their version dependencies and determine where you might be using older versions of OCAPI endpoints. Salesforce can assist with this by providing you with the list of endpoints and your versions that they are calling if needed.

However, it will still be up to you and your development teams to determine where in their code they are making these calls. Salesforce makes the following suggestion:

“Upon determining the endpoints that need to change your development team should begin updating those endpoints to the newer versions and run their suite of tests to determine the effects that the change might have on their commerce site(s). Full regression tests related to the changed areas of code would be suggested.”

Customizable Forecasting

Customizable Forecasting will be retired in the Summer ’20 release. Salesforce is recommending that you migrate your users to Collaborative Forecasts before the retirement date. This replacement feature, Collaborative Forecasts, has improved functionality over Customizable Forecasting and as a result, your experience with forecasting will be enhanced.

To prepare for this change you’ll need to run a standard Users report. Users with access to Customizable Forecasting will have to have their Allow Forecasting permission set to True.

Salesforce is strongly recommending that you and your users migrate to Collaborative Forecasts, and if necessary, export forecasting data out of Customizable Forecasting before the retirement date in June. You can do this by following the Configure Collaborative Forecasts Help topic as well as the Collaborative Forecasts Implementation Guide.

Data Recovery

Effective July 31, 2020, Data Recovery as a paid feature will no longer be available as a service. The Data Recovery service, formally known as Data Restoration, is a legacy process which was used as a last resort, where Salesforce could potentially recover your data at a specific point in time.  We wrote a blog post about this retirment HERE.  #TLDR here’s the highlights:

The data recovery process does not meet Salesforce’s standards for customer experience due to the length of time and reliability of the process. This process takes a minimum of 6 – 8 weeks to complete and they cannot guarantee 100% data recovery. Due to these issues, Salesforce is no longer offering this service as of July 31, 2020.

To help customers routinely back up their data, Salesforce offers several native options that are available at no additional cost to customers. There are also several third-party options that can be leveraged from partners on the AppExchange.

In the event you’ve been using Salesforce Data Recovery Service you’ll want to look into other options to back up your data.

As always if you have any questions or need assistance transitioning from any of these retired features to new features Cloud Next Level is here for you. We can help you evaluate your needs and do the hands-on administrative work to make the change. Get in touch with us to talk about your Salesforce needs. We can help take your company to the Next Level.

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How Salesforce’s Work.com Can Help You Restart Your Business https://cloudnextlevel.com/blog/2020/05/07/how-salesforces-work-com-can-help-you-restart-your-business/?utm_source=rss&utm_medium=rss&utm_campaign=how-salesforces-work-com-can-help-you-restart-your-business Thu, 07 May 2020 14:10:38 +0000 https://cloudnextlevel.com/?p=25913 Salesforce’s Work.com product can help with the reopening of businesses and communities.  Work.com will helps layout and chart the journey as we ease out of safe at home restrictions.  There’s plenty of information out about Work.com, what it does and how to use it. At Cloud Next Level we want to summarize some of that for you and give you a few links to follow for the details you need.

What is Work.com?

Work.com is essentially a platform for tracking and driving organizational performance. Formerly named Rypple, Work.com was acquired by Salesforce in 2011. Salesforce currently markets Work.com as one of three integrated tools called “Sales Performance Accelerator.” The other two components of Sales Performance Accelerator are Data.com and Sales Cloud.

The system is used by all types of organizations that need a method to track individual and team performance. Work.com provides a means for managers to coach their team members and deliver feedback on performance in relation to agreed upon goals for individuals, teams and the company as a whole. Work.com has three target areas: alignment of team and personal goals with business goals, motivation through public recognition and real-time performance feedback. It fully integrates with the Salesforce suite of CRM, service and social tools.

How is this different from Salesforce Care Solutions?

At the end of March Salesforce offered Salesforce Care Solutions, a suite of solutions free for 90-days. Salesforce Care Solutions is designed to help businesses stabilize during the initial phase of the crisis. Salesforce Care Solutions include:

  • Salesforce Care for Employee and Customer Support, a pre-configured employee help center, customer service, and contact center application for responding to inquiries fast, and keeping customers and employees informed. · Salesforce Care for Health Systems to assist their emergency response, call center and care management teams. · Salesforce Care for Small Business, which includes Essentials and Tableau Desktop. · Quip Work from Home to help organizations of all sizes collaborate with employees and customers from anywhere.

Now, as COVID-19 containment improves and the economy begins to restart, a more complicated recovery phase lies ahead and Salesforce is ready with their reconfigured Work.com system.

What makes Work.com the right tool to use for re-opening business safely?

In their press release Salesforce says this about the upgrades made to Work.com:

“Work.com includes new solutions to accelerate private and public sector response to the COVID-19 pandemic, including employee wellness assessment; shift management; contact tracing; emergency response management; and grants and volunteer management. The Work.com Command Center brings all data streams together so that businesses and communities can make more informed decisions.

In addition, Work.com brings together the full power of health experts, business leaders and the Salesforce ecosystem in a resource center informed by the Business Roundtable and the University of California San Francisco (UCSF) with insights from business, health and government leaders as well as analysis, best practices and recovery stories from our trusted partner ecosystem.”

Salesforce is using their stellar technology team together with business and health professionals to bring businesses back in a safe and healthy way that allows for personal safety and economic viability.

What doesWork.com include?

You can learn about the comprehensive list of Work.com features in this article.

As a brief overview here’s what Work.com for COVID-19 response includes:

Workplace Command Center

The Command Center will serve as a single hub for leaders to get a 360-degree view of return-to-work readiness across locations, employees and visitors, make data-driven decisions, take action and communicate effectively.

Contact Tracing

Sites can manually track health-related interactions to safely and securely minimize the spread of COVID-19.

Emergency Response Management

This includes a suite of products built in collaboration with Accenture that allows public health organizations, government agencies and the private sector to manage all types of emergencies, deliver care to those affected and allocate resources and services quickly.

Employee Wellness Assessment

Employers can securely survey and assess employee health to determine suitability for returning to work.

Shift Management and Planning

Planning to help reduce office density will be paramount in a healthy returning workforce. In addition to basic shift management, organizations can avoid large groups in the office or elevators through spatial distance and scheduling breaks, including the management of third-party suppliers or vendor services.

Workforce Reskilling

Skill up your workforce to meet new business demands with myTrailhead. The focus will be on new ways of working with out-of-the-box training, learning and wellness programs. In addition, employers can ensure returning employees comply with new safety policies and have the information they need to succeed.

Volunteer and Grants Management

This product will help organizations fulfill their relief goals with flexible, scalable tools that streamline volunteer coordination and grant-making processes. Now any organization will be able to achieve mission success by matching the right volunteers to events and automating the grants lifecycle for greater impact.

When is the COVID-19 focused Work.com going to be available and how much will it cost?

Emergency Response Management, which includes Contact Tracing, will be generally available in the second half of May 2020, beta testing is starting sooner. It is a suite of existing products, Health Cloud, Service Cloud, Lightning Scheduler, and Salesforce Maps, as well as a new product, Emergency Program Management. Emergency Program Management is an add-on to any Health Cloud or Service Cloud license in Enterprise Edition or above priced at $50 per user per month.

Work.com Command Center and Shift Management are expected to be generally available in June 2020. Each is an add-on to Platform Starter with introductory pricing of $5 per user per month. Employee Wellness will be included with Work.com Command Center.

New Employee Learning and Well-being content on myTrailhead will be generally available in June 2020 and will be included with myTrailhead for Employees, which is priced at $25 per user per month.

NEED HELP?

If you’ve got questions about Salesforce Work.com and how to implement it in your company please give us a call. Cloud Next Level can help evaluate your needs and then implement the system with you. Let us help you take your company to the Next Level.

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Salesforce Data Recovery Service Retirement https://cloudnextlevel.com/blog/2020/05/01/salesforce-data-recovery-service-retirement/?utm_source=rss&utm_medium=rss&utm_campaign=salesforce-data-recovery-service-retirement Fri, 01 May 2020 15:38:28 +0000 https://cloudnextlevel.com/?p=25925

Data Recovery

At Cloud Next Level we know that the data in your Salesforce incident is probably the most valuable asset your company owns. How often do you think about Salesforce data backup and wish you had time to implement a comprehensive and secure backup and recovery system?

For years Salesforce has offered Data Recovery service. It’s a service most know about only in passing and no one ever wants to have to use. Having it available has been a sure safeguard if indeed your company ends up in an emergency and is in need of disaster mitigation. Data Recovery service comes with a hefty price tag – $10,000 per case – and a six to eight week turn around for the retrieval of “lost” data, making it a truly last resort for companies in crisis.

Effective July 31, 2020, Data Recovery as a paid feature will no longer be available through Salesforce.

What does the Data Recovery process involve?

The Data Recovery process is the final recourse where Salesforce Support can recover your data at a specific point in time, in case it has been permanently deleted or mangled during a data import or hacking event. Data Recovery was formerly known as ‘Data Restoration.’

If you decide you need the Salesforce Data Recovery process you can get a complete backup of all your data in .CSV files on the date/time you specify within the last 90 days. Each piece of data (including Accounts, Contacts, Leads, Opportunities, Cases, Contracts, custom object records, files, content, and Chatter) is exported into the .CSV file and provided to you via secured channels. You can then use Salesforce importing tools to insert the data back into your Organization. Salesforce does not insert the data into your organization for you.

Your organizations metadata is not included in the backup. Metadata refers to all of your configuration settings, such as custom fields, page layouts, Reports, Dashboards, and custom code like Apex and Visualforce.

The process is performed manually by Salesforce and usually takes a minimum of 6 – 8 weeks to complete.

The Data Recovery service has the same contents as a Salesforce Data Export Service. Once Salesforce performs the data recovery, the .CSV files given to the requestor would be imported back into Salesforce using an external API tool such as Data Loader/Workbench or with the help of a professional service specializing in importing deleted data.

Why is Salesforce discontinuing Data Recovery Services?

Salesforce has indicated that the Data Recovery process does not meet their standards for customer experience due to the length of time and reliability of the process. This process takes a minimum of 6 – 8 weeks to complete and they cannot guarantee 100% data recovery. Because of these issues, Salesforce is no longer offering this service as of July 31, 2020.

In what situation would you have used Data Recovery Services?

Clearly, Salesforce Data Recovery service is not something you would use without trying every other option available to you. In the event that your system has a technical malfunction or a confused user who accidentally changes or deletes a key field, you will want to make every reasonable effort to recover data from the recycle bin, or re-import it from a .CSV backup. The option querying the API for “IsDeleted” records is also a great first step in your recovery efforts in order to begin the process of manually restoring your data. In the event of a hacker some of those same tools could also be useful.

Data Recovery is not a process to be initiated lightly or without major financial and time losses to your organization. So, with that in mind and with Salesforce’s decision to no longer support that process you have a pre-emergency opportunity to do some planning that can mitigate a future data loss disaster and beef up your routine data backup protocol. Let’s talk about your options:

What are your recovery options now?

To help customers routinely back up their data, Salesforce offers several native options that are available for no additional cost to customers. These are available to backup both data and metadata but not in a combined system. There are also several third-party options that can be leveraged from partners on the AppExchange.

SALESFORCE NATIVE DATA BACKUP OPTIONS:

Data Export Service: Your Salesforce org can generate backup files of your data on a weekly or monthly basis depending on your edition. You can export all your org’s data into a set of comma-separated values (CSV) files in several different interval options. Backup files can be generated manually once every 7 days (for weekly export) or 29 days (for monthly export). In Professional Edition and Developer Edition, you can generate backup files only every 29 days. You can schedule backup files to generate automatically at weekly or monthly intervals (only monthly intervals are available in Professional Edition and Developer Edition).

If you need help with the step by step process of Data Export Services in your edition read THIS article.

Data Loader: Data Loader is a client application for the bulk import or export of data. Use it to insert, update, delete, or export Salesforce records. When importing data, Data Loader reads, extracts, and loads data from .CSV files or from a database connection. For backup purposes Data Loader will be exporting data into a .CSV files. You’ll get an e-mail notification when your exported data is ready and you have 48 hours to download the .CSV file and store it. If you miss the download window you’ll need to wait until your next export.

Chances are you have used Data Loader to import data when your org set up or for ongoing imports. If you need guidance on how to use Data Loader for exporting bulk data read THIS article.

Report Export: This is another tool that you probably already use often. Report Export allows you to work with report data in a dedicated tool, such as a spreadsheet, by exporting report data as a .XLS or .CSV file. It doesn’t replace an entire comprehensive backup process but it can help you rebuild your system with historic information if the need arises.

SALESFORCE NATIVE METADATA BACKUP OPTIONS:

Change Sets: Normally you use change sets to send customizations from one Salesforce org to another. For example, you can create and test a new object in a sandbox org, then send it to your production org using a change set. Change sets can contain only modifications you can make through the Setup menu. For example, you can’t use a change set to upload a list of contact records. Change sets contain information about the org. They don’t contain data, such as records. So, in the case of metadata backup needs the Change Sets copy metadata from your production org to a sandbox or developer org. For more information see this article: Change Sets Overview

Sandbox Refresh: By refreshing a related sandbox, your configuration metadata is copied over automatically. Keep in mind that while it is possible to use a sandbox as a metadata backup, for data you would need a different strategy as all the types of sandbox that allow data to be included, such as full copy can only be done at infrequent intervals. For more information see this article: Creating or Refreshing a Sandbox.

Force.com Migration Tool: This is a Java/Ant-based command-line utility for moving metadata between a local directory and a Salesforce org. This tool is a bit more complicated for admins and developers who don’t come from traditional programming background. It is possible to setup an Ant script to retrieve all the metadata from your Salesforce instance then commit the metadata to git source control so that you can begin scheduling routine backups of all your customizations. The automation can give you peace of mind that behind the scenes all the metadata is being backed up to source control! For more information see this page: ANT Migration Tool.

APP EXCHANGE OPTIONS: 

There are also many third-party options on the AppExchange. As a matter of fact, Salesforce itself has been recommending for some time that you use a third-party option for your backup needs. Some Apps are more comprehensive than others in that they allow you to automate backups for both your data AND metadata, and provide a mechanism by which to restore that data easily. You can search for these by visiting the AppExchange directly and searching for keyword backup.

Some things to consider if you decide to go with a third-party App Exchange backup option:

1.     Comprehensive: Can the App provide a full backup of all of your Salesforce data, metadata, and attachments?

2.     Secure: Backup data should be saved to secure cloud storage – not on an office laptop! For certain compliance requirements the data may also need to be encrypted both in transit and at rest.

3.     Consistent: Can you schedule your backups to run on a set schedule which is easy to define and monitor. Ideally you want to have a daily backup, but perhaps your company is comfortable with a weekly or bi-weekly process.

As you consider your data recovery options you need to carefully consider setting standards for how much data your company can afford to lose before it begins a data recovery protocol as well as the time you can afford to lose in the event of a breach and need for backup. Obviously, no one wants to lose any data or time, but the reality is you need to have a plan for both.

We recommend that you consider multiple backup apps and carefully read the reviews provided by other customers before selecting one. Two apps that we are recommend you look into are OwnBackup and Prodly. OwnBackup can be invoked through their API for automated data management. Prodly has tools especially build for declarative data sets (CPQ, FSL).

Do you really need a data recovery plan?

In a word – Yes! Even the most careful users or administrators find themselves in situations where they have either deleted large amounts of data, or have modified records, only to later realize that a mistake was made. With tools like the Data Loader, it is very easy to mass delete or update records. Worst case scenario is you’ve been hacked and need to start fresh from yesterday’s data. Smart business practices dictate that you keep a regular backup of your data for emergency purposes and to do a manual point-in-time backup before you proceed with any major data project within your organization.

How Cloud Next Level can help?

With our team of experienced Business Analysts, Developers, Strategists, Trainers, Project Managers and Administrators, we can help you evaluate your current backup strategies and help create new ones if necessary. If you don’t have a backup strategy yet, we can help you with that too. We can train you in using Salesforce’s native backup options or help you evaluate what is available on the App Exchange to meet your needs and budget.

Cloud Next Level can help you plan for the future without fear. Let Cloud Next Level take your company to the Next Level.

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LORI MCALISTER
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Staying Safe And Staying Sane At The Same Time https://cloudnextlevel.com/blog/2020/04/14/staying-safe-and-staying-sane-at-the-same-time/?utm_source=rss&utm_medium=rss&utm_campaign=staying-safe-and-staying-sane-at-the-same-time Tue, 14 Apr 2020 15:26:06 +0000 https://cloudnextlevel.com/?p=25922

Things look a little different these days for everyone!

Sure, we’re a Salesforce consulting group and we’re here to help you with your development and administrative needs!  We’re also a group of people who are happy to be flattening the curve, and getting a little stir crazy at the same time. Like many of you the Cloud Next Level team is working from home and we’re at home a lot more than usual right now.  We’re looking forward to the day when we can run out for a cup of coffee with a friend, work out at the gym, or hug our moms.  Until then however, here’s a little taste of how the Cloud Next Level team is keeping busy and staying the course!

In no particular order here’s what we’re doing when we’re not helping our valued Cloud Next Level customers.

 Kendra is finding ways to work out with free workout videos in order to take a break from Netflix.  Here’s one of her favorites. She’s also taking time to check out some new music.  How about this one from Bebe Rexha.  Kendra and Jay are at the same time helping Kendra’s parents who own an industrial sewing company to begin making masks so support those on the front lines in medical care.  Ind-Sew Tech. Rumor has it there’s also 25 yards of mulch sitting on her driveway waiting to get spread.

Ken on the other hand is trying to keep caught up on Salesforce Trailheads (CI/CD Pipeline and Field Service Lighting, oh my!) and he’s working on a building new deck.   Sounds like good timing as we all get ready to enjoy the outdoors, more.

Laura as you would expect is reading!  She’s trying to stay away from the TV and the news and focusing on things that make her laugh.  Now that the weather is getting better, she’s working on getting her garden ready for the sunny days ahead.

Kyle is reading in a different way.  He’s listening to a lot of audio books for background noise.  But just to up the game a little he’s doing pushups, sit-ups or laundry in between chapters. Game On Kyle! Multitasking at its best!

Another staff member is enjoying Zoom knitting groups, walking her cat (FOR REAL!) and helping to plan and record worship services for her church in this new era of socially distant church.  And in her spare time, she’s building SFDC apps to help with strategy.

Jay is also combining indoor and outdoor interests.  Recently he put together a puzzle with Jackson the college senior home from Tennessee—Jackson did most of it. The McKeever house also finds themselves entertaining Jackson’s Labradoodle which now increases their pack to 4 dogs and two cats. Along with that 25 yards of mulch (see above) Jay and his family are architecting 3 privacy landscape designs in areas of their yard. Can’t wait to see it.

Lori continues her quest to bake the perfect loaf of bread. And as a result of all that taste testing, is walking in her neighborhood a lot.  She misses her yoga class but is really enjoying at home yoga with the Down Dog App.  In the evenings she’s laughing with her husband and sons while binge watching Brooklyn 99!

Denise is recovering from a bout with the flu right now but is looking forward to spending time outside in the yard and garden when this is all done.

And Emily is home with two kids these days finding ways to educated them and entertain them and herself. They are becoming experts at Tik Toc Videos — Here’s one!  Wow!

We hope you are home and healthy and safe.  Let us know how you’re keeping yourself busy and if there’s anything we can do to help you in this weird new time!  Salesforce consulting is our specialty, but we’re available if you need book suggestions, yard design work, bread recipes and maybe even cat walking tips!

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How Can We Use The Salesforce Instance That We Have Better? https://cloudnextlevel.com/blog/2020/04/03/how-can-we-use-the-salesforce-instance-that-we-have-better/?utm_source=rss&utm_medium=rss&utm_campaign=how-can-we-use-the-salesforce-instance-that-we-have-better Fri, 03 Apr 2020 15:05:43 +0000 https://cloudnextlevel.com/?p=25919 Salesforce CRM tools are dynamic and quite robust. These tools are designed with both the customer and the end-user in mind. Your business is empowered to track contacts, assist customers, address concerns, find solutions, and provide value. Salesforce makes it possible for you to put customer success first, and as a result, focus on your business performance.

We’ve got Salesforce, but we’re not using it as well as we should. What can we do better, and how can you help? As a Salesforce Service Partner, we hear this all the time.

You want to improve your business by using Salesforce, the most comprehensive CRM solutions available today. It is a complete software as a service (SaaS) platform designed to provide businesses of all sizes with effective solutions throughout the entire customer lifecycle.

Salesforce also has a proven track record of providing unparalleled data security and innovative business solutions. With dozens of CRM tools on the market, and more being introduced every year, Salesforce has maintained its superiority through constant adaptation and innovative business solutions. It has been able to remain relevant and cutting-edge in a continually changing market.

On top of all of that, Salesforce offers nearly limitless personalization and customization options along with the best CRM apps available today. With Salesforce CRM capabilities already operating client/business interactions across a range of industries, Salesforce-optimized apps are extending CRM. They are also improving other business processes and are revolutionizing businesses, both large and small.

The broad range of Salesforce products includes:

  • Sales Cloud — helping you find more customers, accelerate sales productivity, and close deals faster.

  • Service Cloud — supporting customers from anywhere and holding seamless conversations throughout your organization.

  • Marketing Cloud — tools to unite marketing and sales on one platform and to engage with clients via different channels.

  • Commerce Cloud — creating a personalized shopping experience.

  • Community Cloud — building communities for employees, partners, or vendors to improve engagement.

  • Quip — a collaboration platform to organize your team’s work.

  • Salesforce Platform — a unified platform that allows you to customize solutions, build your apps, add security levels, etc.

So how do you use these tools to your advantage? Let’s focus on three areas Sales, Marketing, and Analytics.

Sales

Goal: You want to develop an effective and repeatable sales cycle.

The first step to improving sales using any CRM is automating your sales pipeline. No more waiting for a forwarded email or faxed contract. Salesforce Sales Cloud is designed to take you from lead to sale to future forecasting with minimal repetition of the task and maximum time to connect with your client.

At Cloud Next Level, we can help you get your system set up so your sales team can do what they do best – sell. Sales Cloud features include:

  • Account and Contact Management – Giving you a 360-degree picture of each client by tracking their activities, contacts, communications, and discussions.

  • Opportunity Management – Helps Team members stay informed about deals, product tracking, payment, delivery terms, and other details in real-time mode and can step in help when needed.

  • Lead Management – Routing your leads to the right sales rep will expedite conversion from lead to a sale.

  • Mobile – Your phone is your office for some days. Salesforce mobile access puts information at your fingertips – literally!

  • Sales Forecasting – AI-driven algorithms make accurate forecasts based on all the available information. Provide timely updates and necessary adjustments, set reasonable goals, and track your team members’ performance.

Marketing

Goal: Use marketing automation to streamline your lead to the sales process.

A unified marketing automation tool eliminates the need to deliver information and content on multiple platforms. Salesforce Marketing Cloud can consolidate your marketing process in one easy-to-use interface. Features include:

  • Journey Builder – to make connections across all channels and power 1-to-1 relationships with clients.

  • Email Studio, Data Studio, Social Studio, Advertising Studio, Mobile Studio, and Interaction Studio – All built to personalize campaigns and engage with clients across multiple channels

  • Pardot – A favorite of Cloud Next Level, is a service to support the B2B segment, coordinating the actions of the marketing and sales departments when working with corporate clients.

Analytics

Goal: To track and analyze customer activity in or to better anticipate customer needs.

It goes without saying that with better data analytics, you can make better decisions for your company and your customers. Who doesn’t want to maximize their efficiency and impact at the same time? Salesforce offers countless ways, LITERALLY COUNTLESS, to analyze your data and use your time better. Here are just three of the analytics features that Salesforce offers and that Cloud Next Level can help you use better.

  • Salesforce Analytics Cloud – This product was already robust.  Now with the integration of Tableau, it’s even easier to use and more intuitive in creating the data insights that your company needs.

  • Dashboards – Salesforce offers endless ways for you to personalize and configure your dashboards, so each user has the up to date information in front of them whenever they need it. By compiling the reports you frequent on a daily basis, the dashboard gives you a quick visual overview of everything most important to you.

  • Einstein Analytics – The AI-driven tool can consolidate data from all sources, analyze all possible combinations, make predictions, and give recommendations. Read more about Einstein Analytics here in our most recent blog post.

So how can your company get the most out of your Salesforce investment?

You can investigate some of the tools mentioned above. Use the Salesforce Trailhead to learn and implement everything you can. Or you can consider investing in a consulting partner to get the most out of Salesforce. At Cloud Next Level, we’d be glad to sit down with you and evaluate what you are using well and what you can be using better. It’s not doing your company any good if you’re paying for tools you’re not using. Let us help you create a plan for implementing the best features of Salesforce for the best use in your company. We can take your work to the next level! CloudNextLevel.com

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Cloud Next Level Welcomes Ken Noll https://cloudnextlevel.com/blog/2020/03/13/cloud-next-level-welcomes-ken-noll/?utm_source=rss&utm_medium=rss&utm_campaign=cloud-next-level-welcomes-ken-noll Fri, 13 Mar 2020 14:52:37 +0000 https://cloudnextlevel.com/?p=25916 Ken Noll
Senior Salesforce Solutions Engineer

Ken began his Salesforce certification endeavor in 2011 and has accumulated a total of 6 certifications since. He is currently working towards increasing his certifications along the technical architect path. Prior to joining Cloud Next Level, Ken held leadership positions with other Salesforce Implementation partners in the US. He has been responsible for sales engagements, scoping, as well as delivery for enterprise level clients.

 “When I first started working with Salesforce, I realized this was a product that was going to change how software projects are delivered. At the time, no other software product was available by just signing up for a Developer Edition (complete with all the bells and whistles). It really ‘democratized’ the market making it available to the individual!”

Ken grew up in Cincinnati and is fortunate to still be in touch with friends he met in grade school! As is the custom in Cincinnati to ask: “which high school did you go to?” Answer: Greenhills! He earned his engineering degree from North Carolina State University (Go Pack) in 1989 and subsequently his Master in Industrial Engineering from the University of Dayton in 1999. Ken spent time in Chicago and Albany, GA working as an engineer in the automotive industry before returning to Cincinnati.

 Having worked in manufacturing, product configuration and order management are domains Ken is particularly skilled in. He has implemented several CPQ solutions that span the entirety of the Quote to Order process. Ken knows that over time, Salesforce has added solutions that filled technical gaps in their offering, yet left enough open for its partners to create value added solutions for their customers. He doesn’t see this ending any time soon, which allows Cloud Next Level as a Salesforce partner to help you customize your incident for your needs.

“I have been fortunate enough to have worked with folks in diverse industries like manufacturing, healthcare, financial, and retail, and have gained insights that I can share with my clients on their Salesforce projects. In many cases, these insights give me the ability to see beyond the customer requirements to implement solutions that can truly move the needle.”

Outside of work, you can find Ken working on home improvement projects (fixing a bridge! OMG), hiking, golfing, and traveling.

Ken@CloudNextLevel.com

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Hidden Treasures in Pardot: Einstein Next Best Action https://cloudnextlevel.com/blog/2020/02/28/hidden-treasures-in-pardot-einstein-next-best-action/?utm_source=rss&utm_medium=rss&utm_campaign=hidden-treasures-in-pardot-einstein-next-best-action Fri, 28 Feb 2020 13:00:00 +0000 https://cloudnextlevel.com/?p=60 As you would expect, Salesforce and Pardot are on top of it. Pardot Einstein has the power of Artificial Intelligence, and Machine Learning built right in. Its name is an umbrella term for the AI features available through Pardot and Salesforce. Marketing automation is more than just a buzz word. Marketing automation is revolutionizing how organizations manage their target audiences and focus their time.

Today, marketing and sales are all about time management. Getting the deal often comes down to who gets there first, who engages with potential customers more meaningfully and who converts leads to sales faster. Digital marketing has set a fast pace to lead conversion, and businesses have no time to lose on customers that may not convert at all. Sifting through possible options for each contact consumes time and energy that detract from more important work.

The hidden gem that you may not be aware of yet? It’s called Einstein Next Best Action. This is a new tool available in Pardot that surfaces recommendations to users. Einstein Next Best Action allows marketers to shift their focus to the best possible options. The options help convert a prospect to a customer or a customer to a superuser, thus saving time and energy. With Einstein Next Best Action, marketers engage customers with tailored content based on their profile data and purchasing behavior. Salespeople can sell or upsell based on the customer’s current product configuration and anticipated needs.

When used in conjunction with Einstein Discover and Einstein Prediction Builder, you can gain AI-powered recommendations based on live and continuously changing data. It’s like adding a Data Analytics team member with a few simple widgets.

Einstein Discovery enables you to discover relevant facts and themes using data in your Einstein Analytics datasets. It’s like having your own personal data scientist who can quickly sift through vast amounts of data to find the critical correlations and make accurate predictions. Once it’s done analyzing your Einstein Analytics dataset, Einstein Discovery generates answers, explanations, and recommendations in a way that is easy for business users to understand.

Einstein Prediction Builder lets you make predictions about almost any field in Salesforce with just a few clicks. Then, you can use the projections to power workflow, focus your efforts, and work smarter. No models, no algorithms, no code needed. Point. Click. Predict.

With Next Best Action, you create rules, or propositions, based on predictions and discoveries, to surface the best recommendation for your sales reps to recommend to customers. Those predictions will be supported right in the Lightning Console so you can take action instantly, all from Salesforce.

While a recommendation is not full automation, it is a way of keeping your sales and marketing team engaged. It also eases the burden of deciding the “next best action” for the client.

Your marketing team can predefine criteria for recommendations and your admin can quickly build a flow within the lightning platform to make decision making easier for your users.

While the primary focus of any business is on new sales with Einstein Next Best Action, you’ll also be able to capitalize on customer loyalty and retention. We all know that it costs more to acquire new customers than to retain loyal ones. Pardot lets you set up a personalization experience when it comes to customer interactions. If done well, whenever your customer interacts with your brand, they will be treated like a loyal part of your brand family.

Pardot Einstein Next Best Action marketing automation improves communication, leading to interested, engaged, and loyal customers.

Need help getting set up with Pardot or Einstein Next Best Action. We’ve got a team that can work with you to take your sales and marketing to the next level. Get in touch with us today. CloudNextLevel.com

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