With Shield, Salesforce looks to strengthen its promise of taking its Trust Services to the next level. Now, even industries with regulatory and compliance requirements such as Financial Services, Healthcare, and Public Sector can leverage the speed and innovation of cloud computing with the assurance of highest level of data protection, availability, and performance.
The needs of specific industries can vary depending on the criticality of the data that they manage and use. While some may need to track sensitive customer being exported others might need to encrypt them or maintain an audit trail of data to safeguard data integrity. The understandably high pressure of balancing the shift to cloud platforms with meeting compliance needs has deterred several organizations from making the shift thereby being bereft from the benefits that it promises to bring along!
Salesforce Shield is a premium set of integrated services built natively in the Salesforce1 Platform. With it, comes the capability to track the way in which one’s sensitive data is being used & handled. It certainly is a strong empowering tool for customers with complex governance and compliance needs to be able to track data going back up to ten years along with sensitive data encryption if they so desire.
Salesforce Shield includes the following core services:
Event Monitoring: This feature gives customers the transparent visibility into which users are accessing what kind of data along which the actions that they are taking on it.
Field Audit Trial: Salesforce customers now have the ability to go back & check their data state up to 10 years. It provides Audit trial data for up to 60 fields per object.
Platform Encryption: All sensitive data can now be easily encrypted at rest (at the metadata layer) without hampering any business functionality.
Transaction Security: Users can add various processes to Event Monitoring using the transaction security feature. Specific events can be configured with Salesforce to trigger actions as required. For example: When any User tries to access the Salesforce from any unsupported browser it will not provide access.
The Shield Platform works through the combination of the tenant key (available with the customer) and a master secret controlled by Salesforce to generate the org-specific data encryption key. This key is used to encrypt sensitive data stored in standard and custom fields, files, and attachments. The derived keys are never persisted to disc, ensuring maximum security for encryption keys.
Setup Salesforce Shield
Setup -> Security Controls -> Platform Encryption
Create Tenant Secret
Enable encryption for files, fields, and attachments
Assign permission to generate, rotate, and archive your org’s keys
If user has the permission to “View Encrypted data”, then the data gets decrypted before presenting it for user
Fields with the following field types: Text, Long Text Area, Phone, Email and URL in standard or custom objects can be encrypted
Omni Channel
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November 17, 2016
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Nirupama Shree
As the customers in today’s world want their work or cases to be resolved accurately no matter through which channel they will be contacting your company.
Omni Channel is a flexible feature provided by Salesforce which needs customization. We can achieve its functionality without writing a code.
Through Omni channel it would be very easy to prioritize the work items which are coming from the Standard as well as Custom objects say Leads, Contacts, Opportunities etc. or it can also analyze the work items coming from Phone, Emails.
Then the Work items can be assigned to the Queues.
Each Queue then can be assigned to a single or multiple channels. According to the Roles assigned an Agent would then be able to receive the work items whenever they want.
Through Omni Channel, Agents don’t have to work for the channel they are working on. Omni channel will look for the work items which are coming next.
Queue in Salesforce in like a bucket which consists of all the incoming things from Leads, Cases etc. And then using Assignment Rules we can assign these Cases to their respective agents but this is a manual process.
Now, through Omni Channel these work items could be assigned automatically.
Omni Channel will look into the Agents & the Queues and the Agents with the high Bandwidth will get the Work Item/Case assigned to them.
How to integrate Omni Channel with Salesforce
Enable the Omni Channel for the org.
Go to the “Omni Channel Settings”
Enable Omni Channel
Click on Save
Go to the Service Channels
Service Channel turns the Standard/ Custom objects to the Work Items. Then Omni channel will put these Work Items from the Queues & routes these towards the appropriate agents.
Mention the Service Channel Name.
Select the object on which you want to work.
Now select the Custom Console footer component. This will include the VF Page or some Java Script.
Click on Save.
Go to the Routing Configuration
Routing Configuration is used to route the work items to the agents. As all the Work Items have relative importance so it helps in maintaining the size of items in Queues so that Agents can have the keen look on all the work items. It keeps the equality of the work being assigned to the Agents.
Click on New.
Give some Name to Routing Configuration.
Mention the Routing priority
Select the Routing Models : Least Active, Most Available Go through the following app for understanding these 2 Models in brief : https://resources.docs.salesforce.com/sfdc/pdf/service_presence_administrators.pdf
Mention the Units of Capacity or Percentage of capacity. This helps in defining the size of the work items in Queues.
Go to the Queues
Assign the Routing Configuration to the Queue.
Select the Objects from which the Work Items are coming from.
Now add the Queue Members to it.
Click on Save.
Go to Presence Statuses
Give the Status Name.
API name will come by default when you enter the Status name.
No choose the Status options.
Add the Service channels to assign to your Status.
Click on Save.
Example, Liveagent in Service Cloud Console can change their status to busy or logoff etc. simply by just drag & drop. Similarly, different Statuses can be made in Omni channel as well.
Now, go to the Presence Configuration
When a user enables the Omni Channel, it will automatically create the Presence Configuration.
It determines what Work Agents can take on & what all Omni channel they can access while assisting the customers.
Each agent can be assigned to only one Presence Configuration.
With this you can specify the work items for each individual depending on the amount of work an agent can take at a time.
Go to Service Cloud Console App
Click on Edit button.
Add the Omni Channel Component to it.
Click on Save.
Go to the Service Cloud Console.
There you will see the Omni Channel existing in it with all the Status with it.
If you need Best Salesforce Consulting Services for any Salesforce related work, then please feel free to reach out to sales@girikon.com
Salesforce launched Lightning Voice feature in its Summer’16 release to connect to your customers in a whole new way i.e. to support the customers anywhere in the world with any telephony environment. It is out of the box solution through which Voice Calls can be generated within Sales Cloud.
Now, Users will be able to make calls, receive calls or automatically log calls, take notes all within a single platform. Also the Salesperson has the ability to localize the person & thus match the contact’s region.
It is the easiest way which Salesforce committed for interacting with clients. Now, Salespeople can sell faster & smarter after the delivery of Lightning Voice in Sales Cloud.
The major advantages:
Increase Sales productivity – Users can speed up the process of calling a customer or prospect by dialing them with a single click from Sales Cloud Lightning. In additional feature when a Lead, Contact or Account is created in the field Sales Team will get the notification along with the Account record created & automatically the Account record gets created which contains the Contact Number of the clients so that the Sales Person can instantly call them with a single click.
Deal with Smarter conversations – Communication gets new dimensions with Lightning Voice. Whenever the prospects call the answering can be easily done within the Sales Cloud by the reps & also they can view the prospects valuable data along with their Sales history.
Automatically Log Calls – With Lightning Voice process, any inbound i.e. call by the Prospects or outbound call i.e. calls by reps can be done.
Take the Notes – During a call, the Users can instantly make down their Notes against the call record for Follow Up or if any work has to be done which will thus get save in the record.
Sales People to localize the number to match the Contact’s region – Users can choose a number i.e. local to the Contact’s number & when the call comes in you can navigate directly to the Contact’s number & then can be called directly within Salesforce.
Reduce Data Entry & thus increases productivity – Now during a call only we can make notes for the reminder purpose & thus we can say bye to sticky notes or napkin scribbles.
Time saving: The usage of Lightning Voice saves time and also manual efforts.
Ease in taking notes
Note-taking section is inbuilt in Lightning Voice. This section pops up while talking with the customer. The notes will be automatically stored against the call record as soon as we move on to the next call.
The multitasking ability – Lightning Voice has the multitasking feature. It helps us call the customers, take notes and record the details simultaneously without switching apps or devices.
Automatic call-logging – Now, there is no need to write down the details of a call. It will be automatically done after each call.
Increased productivity –Speed, reduced data entry and multitasking feature altogether means improved productivity.
Pricing & Availability:
Lightning Voice is available in Sales Cloud Lightning since July 2016 for Sales Cloud Lightning Users. It is available for the Users of US & Canada.
Lightning Voice Prices:
Outbound calls are available for $45 per user, per month – It provides click to dial functionality & also provides 2,000 total talk time per user per month.
Inbound calls are available for $5 per user, per month – It provides the acceptance of incoming calls.
In order to close the deal in your favor, you need to have the complete data about the customer at your fingertips. With the help of Lightning Voice, you can have all the relevant data related to the deal while you are on the call with your customer. Now, all the communications which you will have or had with the customers – including call history and call note are not just accessible to you and your sales team. But also anyone engaging with that record can access the data to provide a whole new level of customer engagement.
1) This feature is available for Lightning experience only.
2) As of now, outgoing calls are available for US & Canada only.
3) It provides an Outbound Call Product along with the optional inbound calling product.
Salesforce Lightning Services for any Salesforce Lightning related work, then please feel free to reach out to sales@girikon.com
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Salesforce Customization & Integration Services
We have certified Salesforce Administrators and Developers who help our customers to customize and build Salesforce.com Apps to meet their business requirements. Sometimes customer needs to integrate their existing ERP system with the Salesforce instance. We provide cost effective quality solution on their existing ERP system with their Salesforce instance Customization and Integration. With our experienced and certified Force.com team, save over 50% costs on Salesforce Customization and Integration services in USA & Offshore.
Girikon’s wide implementation and development on Force.com experience will help you get the most out of your Salesforce system
Our Approach
We help our customers to setup the new Salesforce instance or customize their existing environment according to their need. We also provide them the training to use the different tools of the Salesforce.com that helps them to run their business flow easily. We help our customer to create the complex business process using the Salesforce.com workflow, approval process and triggers.
Our Offerings
Salesforce Integration with other apps.
Data migrations from environment to another environment.
Data Cleaning.
Communities and Customer Portal setup and customization.
Upgrading Salesforce environment.
Third Party App integration with Salesforce.com like Desk.com integration, Mail Chimp integration etc.
Creating complex workflows and approval process.
Users and Profile Management.
Providing support for Sales and Service Cloud.
Why Choose Us
Quality with On Time Delivery: We maintain the highest quality standards and strict guidelines. Along with highest quality we strictly follow delivery timeline and it’s always done on time.
Experienced: Girikon today has over 150+ Technocrats working onsite and offshore for Fortune 1000 clients. We have delivered more than 200 Salesforce projects having over 1, 50,000 hours of Salesforce implementation, migration, customization and Force.com development experience.
Cost-Effective: Our business model is to provide cost effective onsite Consulting followed by a mixed offshore and onsite solution. This model helps us in keeping customers development costs low while providing world class and quality development support. With Girikon’s unique team combination model we deliver the same productivity level with a 50-70% cost reduction.
Flexible: As a flexible partner we give our clients the flexibility to choose service model from the day one of project and if needed can customize further at a future date. Our models include pure onsite, onsite/offshore, onshore/offshore and pure offshore teams.
You Own the IP: You will own the source code and Intellectual Property of the work we do for you under our Agreement.
Salesforce Integration Services
As Salesforce Integration Partners, Girikon understands with the rapid increase of cloud / mobile / social platforms customers are left hamstrung by siloed platforms because these platform have individual characters, functions etc. Siloed systems offer little or no visibility into an organisation’s business processes and require manual interventions to fill in transaction gaps.
Girikon Salesforce Integration Consultants with many years’ experience identify solutions to siloed system issues for their customers. These Salesforce Integration solutions always prove to be enabled high interoperability, intuitive in design and user-friendly. Our Salesforce Integration Services are cost-effective and can incorporate a solution across all applications including Microsoft, Oracle, Abode, SAP etc., data management and the organisation’s business processes.
Girikon’s view is that all applications be it internal and external need have a seamless integration. Only then, the software will provide a collaborative experience for all users, enable streamlined data flows and effective governance across all business processes.
Girikon’s onshore/offshore Salesforce Integration Consultants have the expertise to enable Salesforce integrations across systems and data that reside both on-premises and in the cloud.
Salesforce Integration Services using Middleware Technology
Girikon, a Salesforce Integration Company has extensive experience with Middleware technologies that eliminate a major chunk of the complexities and the pain of integration. The role of a middleware technology is critical where businesses require a connection with legacy systems, cloud and SaaS applications, and business management software such as SAP and Salesforce. Girikon’s Salesforce Consultants are Integration experts and provide solutions to get the right mix of integrations between each system that take into consideration accurate data formats and protocols.
Girikon’s offshore Salesforce Integration Consultants will work with you to automate your business processes and enable secure sharing of data across numerous applications by integrating disparate systems and services.
Salesforce Integration Services using Connectors
Use Girikon as a Salesforce Integration Partner and take advantage of the broad experience in creating custom connectors and adaptors on the Force.com platform and can also help design and develop custom data integration tools to meet your distinct business requirements.
Connector based integrations enable seamless and highly effective two-way user-encounters
Girikon can also assist with:
Master Data Management (MDM)
A Salesforce Integration Company, Girikon understands the large investments made into CRM software implementations and the importance of a positive ROI to our customers. Girikon’s view is that organizations need to move to a more integrated CRM approach where all the operational master data even products and services are assembled from the data silos, de-duplicated, cleansed, enriched and synchronized across domains.
This results in a ‘single version of the truth’ for the master data that proactively protects data quality enabling a 360-degree view. Girikon’s offshore Salesforce Consultants provide comprehensive master data Cleansing and Standardization services for enhanced ROI through consistency in customer experience, better decisions and reductions in risk.
Data Governance
Using Girikon as a Salesforce Integration Partner can assist with data governance initiatives to enable data quality and consistency.
Our Salesforce Integration Consultants will work with you to define, design and implement effective and sustainable data governance structures, strategies, practices, and policies. You can then validate business policies, highlight data issues, automatically monitor compliance of data and manage all data issues with the critical operational control from stakeholders across the organization.
Why Choose Us as Your Salesforce Integration Partner
Quality with On Time Delivery: Girikon is an ISO 9001 certified company, we are committed to a quality delivery outcome and strive for continuous improvement and providing superior services across our entire business.
We take pride in delivering on-time, every time while maintaining the highest quality standards.
Experienced: Girikon’s team comprises of 300+ dynamic, seasoned and qualified professionals who have a vast experience in Information Technology, experience with leading Technology Platforms and vast industry experience. We boast greater than 70 individual Salesforce Consultant Certifications, are proud of our Strong Customer Testimonials and have delivered over 400 quality projects on time and on budget.
Girikon’s Salesforce Developers work onsite/onshore and/or offshore. Our customers and services are many and varied, from Fortune 500 companies implementing large E-Business programs to small-medium enterprises implementing sophisticated solutions to gain a competitive advantage.
Girikon’s Salesforce Integration Services experience of over 150,000 days in Salesforce Support, implementation, consulting, integration, migration, customization and Force.com development.
Blended Onshore/Offshore Model: Girikon’s business model is designed to ensure a cost-effective quality outcome. Our onsite Salesforce Consulting Services are backed up by our Offshore Salesforce Development Team ensuring a quality solution and on time delivery. By switching between these two combinations of onshore and offshore teams, Girikon ensures flexibility while meeting the customer’s requirements.
We always maintain the highest level of quality with a significant cost reduction in comparison to our competitors using this model. 100% Onshore Salesforce Consultants can also be rewarding for our clients and therefore an option and ensure a successful project outcome.
Flexible: Girikon prides itself on the flexibility we provide our clients once we become your trusted Salesforce Integration Partner. You choose a models which is suitable to your needs. Salesforce Consulting Service model can last until the end of the engagement or can be customised at a future date. All our clients get all our attention, a great service with no overheads like our competitors.
Intellectual Property: You own the source code developed and Intellectual Property Rights of the development work we do for you under our agreement.
Salesforce Development Services
Girikon are Salesforce Experts and an excellent choice to be your Salesforce Development Partner. Girikon, a Software Development Company will meet your requirements with a variety of services such as Salesforce Implementation, Support and Salesforce Development Services including customization and Integration. Our experienced and Certified Salesforce Developers, Administrators and Architects are available onshore and offshore, we ensure the Offshore Salesforce Development for your implementation is made simple, less time-consuming and comparatively Cost-Effective for all our customers.
Girikon’s delivery models provide the flexibility to establish a balanced onshore/offshore model and agile development processes. Our Salesforce Development Company provides the assurance of a high accelerated delivery timelines driving huge reductions in Time-to-Market and costs.
Our Salesforce Implementation services include:
Salesforce Consulting Partner
We listen, we explore and get a clear understanding of your Salesforce Products and the vision you have for your targeted user base and volumes, the use case scenarios and related budgetary constraints. Our experienced Salesforce Consultants will recommend a Salesforce adoption strategy and a licence package which suits your users, product and budget.
Develop a Strategy and Execute with Girikon
Girikon’s collaborative approach assists with the development of a pragmatic roadmap Salesforce Adoption. A clearly defined Strategy, Roadmap and Change Management methodology will ultimately bring you success and helps you to engage with your customers, employees and transform the way you do business. Our method assists you to re-define, re-invent and fine-tune your business processes to meet your goals.
Girikon will not be matched in the depth and breadth of Salesforce Consulting Expertise and proven experience in implementing solutions across industries. Our Salesforce Development Services translates your requirements into real business outcomes and real solutions which extend the boundaries of possibly, drives innovation and positive bottom line results.
License Salesforce Consulting
Try our Salesforce Consulting – Licence services. Our clients benefit from the experience gained from our Salesforce Consultants and their Licencing knowledge. With so many Salesforce licences on offer it sometimes is confusing to work through what is the suitability of the product and the most cost-effective licence type for your business. Additionally, license costs can be very costly when there are plans for larger more complex requirements deployments.
Our Salesforce Consultants frequently advise clients how to choose a custom-fit licencing combination to meet requirements including suitability of functionality and budget limitations.
Sales & Service Cloud Implementation
At Girikon we believe a great sales strategy is what makes our customer’s conversion of opportunities to sales while effective service strategies help our customers retain customers.
Salesforce Sales Cloud can make all the difference in engaging and selling to both prospects and existing customers while Salesforce Service Cloud can enhance your external and internal service capabilities to improve productivity with reduced costs.
Our certified Salesforce consultants will setup, configure and customize Salesforce Sales & Service Clouds to become the supporting pillars of your business. Business processes can then be automated and optimized through workflows, approval processes and email templates. Highly effective custom reports and dashboards will be created for holistic insight into your business.
Salesforce Development & customization
Girikon’s
offshore Salesforce Development Services
team members differentiate themselves by their unique combination of Apex and Visualforce development skills along with experience across industries. We never miss an opportunity to innovate. It is a constant striving to be on the lookout for and recommend ways to automate, streamline, and even simplify complex business processes. As a Salesforce Development Partner our goal is to realize the full potential of Salesforce and how best to use its established features.
With many years of experience developing custom features our onshore/offshore Salesforce development team have the right skills, experience and attitude to enhance standard Salesforce applications and deliver custom business solutions that are secure, fast to market, at a competitive costs and meet all requirements.
Salesforce Communities
Salesforce Communities offer branded spaces for your employees, customers, and partners to connect, share information and collaborate. Multiple Salesforce Communities can be created and customized to meet business needs with seamless transition.
Girikon provides a comprehensive set of Salesforce Development Services enable our customers to design, deploy, enhance and support online social Salesforce Communities. The advantages of this are:
Driving more sales by connecting employees with distributors, resellers, and suppliers;
Delivering world-class services by providing customers a knowledge base and somewhere to get answers to queries;
Manage social listening, content, engagement and workflow; all in one place
Salesforce Integration
Girikon’s offshore Salesforce team can help enterprises integrate their Salesforce solution to other cloud/on-premise applications using both cloud APIs and/or middleware. Girikon conducts a thorough Discovery Phase and assessment, one of Girikon’s Salesforce Architects designs the customised integration and Girikon’s team then implements by the following steps:
Design and development of cloud API and/or middleware-based integrations
Develops and deploys the integrations
Integration Quality tests
Monitoring and managing the integrations
Enhance integrations as required
Salesforce Support & Management Salesforce Data
Girikon’s Offshore Salesforce Development centre is experienced and well-equipped to undertake even the most complex Salesforce Support engagement.
Girikon’s Salesforce Data Management services includes data extraction, cleansing, de-duplication, standardization, validation and re-import into Salesforce. Girikon’s team have many years’ experience with high profile customers, taking stewardship of the data management and delivering a quality result.
Salesforce Mobile App Development
Girikon’s Salesforce Apps are second to none and listing on the Salesforce APP exchange. Girikon can assist in opening the doors of limitless business possibilities. Girikon experienced Salesforce App Consultants can combine the Salesforce.com powerful platform with a mobile technology presence.
Girikon will empower you with a seamless, scalable, and secure mobile ecosystem for your business sponsors, field executives, distributed employees, and partners.
Why choose us as your Salesforce Development Partner
Quality with On Time Delivery: Girikon is an ISO 9001 certified company, we are committed to a quality delivery outcome and strive for continuous improvement and providing superior services across our entire business.
We take pride in delivering on-time, every time while maintaining the highest quality standards.
Experienced: Girikon’s team comprises of 300+ dynamic, seasoned and qualified professionals who have a vast experience in Information Technology, experience with leading Technology Platforms and vast industry experience. We boast greater than 70 individual Salesforce Consultant Certifications, are proud of our Strong Customer Testimonials and have delivered over 400 quality projects on time and on budget.
Girikon’s Salesforce Developers work onsite/onshore and/or offshore. Our customers and services are many and varied, from Fortune 500 companies implementing large E-Business programs to small-medium enterprises implementing sophisticated solutions to gain a competitive advantage.
Girikon’s Salesforce Development Services experience of over 150,000 days in Salesforce Support, implementation, consulting, integration, migration, customization and Force.com development.
Blended Onshore/Offshore Model: Girikon’s business model is designed to ensure a cost-effective quality outcome. Our onsite Salesforce Consulting Services are backed up by our Offshore Salesforce Development Team ensuring a quality solution and on time delivery. By switching between these two combinations of onshore and offshore teams Girikon ensures flexibility while meeting the customer’s requirements.
We always maintain the highest level of quality with a significant cost reduction in comparison to our competitors using this model. 100% Onshore Salesforce Consultants can also be rewarding for our clients and therefore an option and ensure a successful project outcome.
Flexible: Girikon prides itself on the flexibility we provide to our clients once we become your trusted Salesforce Development Partner. You choose a models which is suitable to your needs. Salesforce Consulting Service model can last until the end of the engagement or can be customised at a future date. All our clients get all our attention, a great service with no overheads like our competitors.
Intellectual Property: You own the source code developed and Intellectual Property Rights of the development work we do for you under our agreement.
Connectivity is the key in the modern world. Everyone is looking at 24*7 connectivity to achieve the highest levels in sales, marketing and services.
The Salesforce1 Customer Platform has a bouquet of new APIs, mobile tools and more to enable you to connect to all your devices and to all your customer data. It empowers and prepares you for this new word where hyper-connectivity is setting new standards of expectations among customers. The platform readies you for very personalized customer service with real-time insights into customer problems and needs.
With Salesforce1 you can get the following features :
All your sales, service, and marketing data at your finger tip
Instantly bring your customizations like workflow, permissions, and sharing settings to mobile.
All your custom objects, fields, and any app you’ve integrated or built declaratively is now mobile.
The apps you’ve downloaded from the AppExchange are now accessible from anywhere.
Global and contextual actions you’ve created for the publisher.
View all the posts and processes that need your attention in the notifications center.
Connect with other employees and collaborate on sales opportunities, service cases, campaigns, and projects.
Access everything you need from your favorite device, iOS, or Android.
With complete and open APIs, developers can build the next generation of apps today. Mobile-ready and more accessible, it’s the fastest way to connect anything to everything. And sell, service, and market on any device. Everywhere.
That’s all folks for today. That’s all for this article, in case you need Certified Salesforce Consultant then please feel free to reach out to us at sales@girikon.com