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Salesforce Shield

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

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
 
  • Setup -> Create Tenant Secret
 
  • Setup -> Enable encryption for files, fields, and attachments
 
  • Setup -> Assign permission to generate, rotate, and archive your org’s keys
 
  • Setup -> If user has the permission to “View Encrypted data”, then the data gets decrypted before presenting it for user
 
  • Setup -> Fields with the following field types: Text, Long Text Area, Phone, Email and URL in standard or custom objects can be encrypted
  Salesforce Shield Decrypt
field_service_lightning

Girikon helps you transform your Customer Experience through Connected Field Service Lightning.

Here’s how you can empower your workforce to deliver smart, personalized on-site service.

The Problem Statement

It’s being said that the future of business success will rely heavily on the organization’s ability to provide superior customer service. The Customers 2020 report goes to the extent of saying that the customer experience has overtaken price and product as the key brand differentiator.

With the above revelations as the starting point, we now move to the ground realities. The picture does not seems too inviting with views of soaring customer expectations and business’s being ill-equipped to manage such levels of expectations and engagement! He demands to know the right service technician, with the right tools and parts, on time, each time. The customer wants to be able to book, cancel or reschedule a service appointment from any device with more visibility into & last minute updates on where the technician is, what time the technician will arrive, and how long it will take to complete the job.

Solution from Salesforce – Field Service Lightning

With continuous transformation in the ways companies interact with their customers owing to technological advancements, field service models have to be continuously upgraded to meet the needs and expectations of the modern customer.

Efficient Field service is a result of constant collaboration between numerous parties, including the customer, the agent who receives the service request and creates a work order; the dispatcher who ensures that the right work is assigned to the right service technician based on schedules, technician expertise & location; and the field service technician who receives the work order and makes the on-site visit to complete and execute the work order.

Salesforce Field Service Lightning provides Field Workers a Mobile Edge and intends to reduce gaps in this collaboration process, with the promise to aerodynamic operations across the entire service chain by bringing agents, dispatchers, and mobile employees on one platform. It is built on Service Cloud that helps in improving the customer’s experience from Mobile to field in a very intelligent way.

field service lightning
field service lightning

The various areas in which it assists include:

  • Creating Work Orders: Work orders are integrated with Accounts, Contacts, Cases, Entitlements & Service Contracts through which one can pull data across Salesforce. Using this, it is way easy to track all the repairs, maintenance that is taking place in the field.
  • Managing complex valuable things: You can easily track the information related to all the customers with the advanced technology. Also, the hierarchy can be set to watch all the Products made up of several parts in one view so that the part which needs repairmen will be identified quickly.
  • Scheduling & Delivery: Using this feature its way easy to book the services appointment directly from the Lightning Console. It will thus increase employee productivity by automatically assigning the jobs to the correct person at correct time with their particular skills & efficiency.
  • Managing & Inspecting Technicians: Dispatcher Console lets you ensure that the right job is assigned to the right employee. Immediately you can see the alerts for the issues that are going to take place & thus needs attention & hence action. It also helps in scheduling the bulk job in a single click & hence pay attention to the service delivery in real time.
  • Access Information from any Mobile device: Using Salesforce1 mobile app, it would be easy for the service technicians to use the automated process to support a wide range of field activities. They can even collect the information from anywhere being offline & also can report easily using their mobile devices. The mobile app can be modified according to the needs or requirements.
  • Observe performance in real time: The real-time reporting & analytics let you getting into business through multiple systems & anywhere at any time which helps an individual to know more about their customer. This helps in gaining visibility into Agent, Delivery person, technician’s performance from a single platform.

THINGS REQUIRED FOR USING FIELD SERVICE LIGHTNING:

  • Create work orders from any case, fast
  • Schedule and assign work, intelligently, based on Skills & Efficiency
  • Manage jobs from any mobile device
  • This best-in-class mobile solution delivers job schedules, visibility into van stock and inventory, knowledge articles, and real-time collaboration on the go, regardless of cell phone connectivity
  • Helps optimize jobs and employees in the field via the dispatcher console, which provides a complete view of all resources and scheduled appointments
  • Manage service delivery in real-time to reduce missed service appointments
  • Enable smarter decisions via Field Service Wave Analytics
  • Monitor performance in real time

Requirements for Using the Feature

  • Field Service Lightning is built upon the Standard Salesforce Objects & its managed package will install the Dispatcher Console, Smart scheduler and several other custom objects that are necessary to support the functionality
  • The org should contain one full Service Cloud license in order to use Field Service Lightning
  • Field Service Lightning functionality consists of two license types i.e. (Dispatcher License, Technician License)
    • Dispatcher license provides users the access of Dispatcher Console and Smart Scheduling which are available in package
    • Technician License is available to users you would like to assign Service Appointments

How Girikon, as a Salesforce Silver Partner Helps

Organizations looking at implementing Salesforce Field Service Lightning Service Cloud can reach out for value loaded services including:

  • Service Cloud Implementation & customizations
  • Field Service Lightning set up & Training
  • Roles and Permissions Setup
  • Any additional custom development requirementse
  • Data Migration from legacy systems
  • Service Cloud Support
  • License procurement
Cloud Times

In History, we read about time segregated by the birth of Christ. The era before him was BC (Before Christ) and that after is referred to as AD (Anno Domini is a Latin word meaning “in the year of the Lord”). So, we all stand in 2017 AD as we go through this blog.

By now, you must be thinking we all know this; so what’s the point in discussing here. But, read on…I would now like to lead you to another segregation of time, BC and DC which are Before Cloud and During Cloud!

OK! Does this matter? Is it really big enough to elicit such a nomenclature? Aren’t these the next questions racing through your mind?

We all know the advent of the Cloud has disrupted not only the ways in which IT works but also the ways in which businesses function. Shown below is a summarized view of where and how businesses have needed to shift focus and attention since the shift to the Cloud.

Beforce cloud to During cloud times

Now, if we understand the volume and complexity of this shift, we will agree that this is certainly big enough! The economy of “Customer Experience” is here and the vendor has to own the burden of delivering quantifiable business outcomes. Being able to manage change well is no longer enough! Adaptability is the in-thing. Adaptable is what organizations have to become and Adaptability is what leaders need to somehow embed into the organization culture!!

Achieve Customer Delight and ensure your own success in this DC times:
  1. Dig deep to decide which customer data will provide actionable insights into whether or not the clients are on the right track towards their expected business outcomes
  2. Bring in an organization wide culture of Collaboration. Collaboration in the key, No more departmental/though-process silos please!
  3. Raise awareness on holistic customer journeys till the last rung in the organization
  4. Be flexible towards Technology – Use what serves better. They are only worth what we are able to extract out of them
  5. Measure outcomes – Not just your own, but of your customers’. Prove ROI on their engagement with you and secure the renewal

We certainly are lucky to be living in interesting times. Times, when the human race and its ways of living and interacting are constantly evolving in all areas. Disruption and evolution seem to have become the two faces of the same coin.

While this discussion can cover n number of facets, let us focus the current scope on IT and how the convergence of several digital forces, mobile, SaaS, cloud, big data, IoT and social, are constantly disrupting markets. The effect of this is that the IT Industry is constantly having to evolve and adapt at faster speeds to live up to the expectations of the market. This is what is being termed as Enterprise Darwinism. In an an era where one must evolve to deliver customer success or die, Enterprise Darwinism or Digital Darwinism refers to the steps taken by enterprises to adapt to the external changes, adopt the right processes, start to think & operate differently in order to be able to scale up to be capable of meeting the challenges of digital transformations.

The digital competition along with advent of cloud and mobile has brought about a break down in the traditional IT operating model. IT is now more of an enabler for the business, providing support and training, as required to help the business consume available capabilities to build their own solutions, better suited to their needs.

In such an ecosystem, APIs will be key assets that IT teams will build for developers across the organization to use to build new apps, services, and processes. The demand will be for streamlined networks that use APIs to connect the company’s applications, data, and devices. These networks will be the backbones, providing right & fast information & connectivity, across the enterprise. This is what will help enterprises innovate faster, adapt better, create better customer experiences, and eventually get ahead of all competition.

This is exactly where MuleSoft comes into the picture. MuleSoft helps build application networks: seamless frameworks of applications, data sources, and devices connected by APIs, whether on-premises or in the cloud.

Mulesoft provides various APIs, connectors and models of middleware to centralize and standardize integration practices across an entire infrastructure. It provides a software platform that connects nearly every technology in a standardized way.

What is achieved using Mulesoft:
  • Mulesoft unlocks data using APIs and connecting it to external systems and applications
  • It enables to manage and secure the flow of data between all systems in the enterprise
  • Availability of self-serve existing APIs helps teams innovate faster
  • Developers across the organization can leverage existing APIs to create new processes and experiences

In a Nutshell, Mulesoft can become one of the critical tool to help adapt and evolve faster. As Darwin stated, “It is not the strongest of the species that survives, nor the most intelligent, but the one most responsive to change.” If enterprise Integration is what can give your business the leading edge, Mulesoft is what can help you achieve it.

SteelBrick is now Salesforce Quote-to-Cash. The information is doing the rounds but what should it mean to you, the Salesforce users?

Why Automated Quote-to-Cash

To come to a conclusion on this, let’s first evaluate if you should even spend time thinking about this. The answer is “yes” if you are experiencing any of these situations in your business:

  • Errors or mismatches in the quote items configured by your Sales Reps
  • Sales Reps reporting challenges in maintaining price lists and discounting
  • Quoting process is very time-consuming and requires several reviews. It takes really long to get an approved quote to a prospect
  • Any issues with accepted proposal getting transformed into an order and in managing invoicing and revenue recognition
  • No visibility into the your sales pipeline

Quote-to-Cash is one of the most Critical Business Process as it drives revenue for the organization. It is the critical link that starts with the customer’s intention to buy and ends with the bank cash registers ringing for the organization. Quote-to-Cash encompasses a whole lot of processes, the entirety of sales, contract, and customer relationship lifecycles.

Salesforce Quote-to-Cash

The Quote-to-Cash begins with Configure, Price, Quote (CPQ)—configuring the offer, developing the appropriate pricing, and creating the quote. It continues on through negotiations, invoicing, payment, and even renewals and renegotiation. Salesforce Quote-to-Cash solutions are built to streamline and automate these processes.

salesforce quote to cash

The Salesforce Quote Quote-to-Cash can help catapult businesses to the next levels with solutions around:

  • Efficient Sales Quotes
    • Price and Quote – Accurate customer-friendly quotes, with pricing discounts thrown in as applicable, now become so easy!
    • Guided Selling – Sales reps are now able to select the right products and services for each customer every time
    • Salesforce CPQ for Communities – This accelerates channel sales making it easy for partners to sell your products and services.
    • Orders and Renewals – Convert quotes to clean orders easily
    • Product Configurator- Business rules and logic based products and service configuration.
  • Proposals & Contracts
    • Proposal Generator – Enhance branding through professional proposals.
    • Manage Contracts – Super fast creation and management of professional sales contracts
  • Revenue & Subscriptions
    • Invoice – With an automated invoicing process, invoices can be created on the move frm any device.
    • Manage Sales Tax and VAT – Selling and billing in multiple currencies becomes so easy. All tax calculation are taken care of.
    • Subscription Billing – Subscription renewals will never be missed now.
    • Revenue Recognition – Instant revenue related reporting and dash boarding around quotes, orders, invoices and payments.
    • Payments – Non-complicated payments collection and management, without processing complications.

Benefits of an Automated Quote-to-Cash Process

  • Greater business efficiency
  • Increased accuracy
  • Better visibility from initial quote to final payment
  • Drives innovation through the organization to reduce delays and bring in efficacy

Whether you are transitioning from a legacy system to Salesforce or unifying several Salesforce based silo systems into one, data migration needs would always arise. While there can be several options to accomplish it using:

  • Open APIs (SOAP, REST, Streaming, etc.)
  • Bulk Data Transfer API
  • Data integration tools like Mulesoft, Talend etc.

In this blog, we talk about two very easy to use graphical tools, Data Loader & Import Wizard.

Import Wizard –The Import Wizard is designed for less-technical, business users and smaller, simple imports of up to 50,000 records can be managed through it. It supports only five Standard objects viz. Accounts, Contacts, Leads, Solution, Campaign Member Status and all custom objects.

The Import Wizard can be reached at Set Up> Data Management> Data Import Wizard> Launch Wizard

Data Loader – The Data Loader uses the Force.com API.  The Data Loader can be downloaded from the Setup menu, under Administer heading – Data Management.

Setup -> Administration -> Data management -> Data Loader
Data-loader

N.B. – For this download, the system must have JDK.

Data Loader consists of following operations:

  • Insert – It is used for inserting the new records.
  • Update– As the name signifies it is used for updating the existing records.
  • Upsert– This operation comes in use when the data which already exists in the org needs to be updated & the data which is new needs to be inserted.
  • Delete- This is used for cleansing of data which is further not required by just matching the object’s id.
  • Export- This is used for exporting the object’s data which the client has selected.
  • Export All- This is used for extracting the whole org data which can also be used in the form of backup.
Steps for uploading the data

Salesforce is all about Relationships. For example, All Accounts have Users & then the Contacts are linked to the Accounts. Similarly, there are several other relationships existing in Salesforce, which are depicted through Related Lists & Lookups available on the objects. Therefore, while migrating data, a particular order has to be maintained to maintain the relationship particulars.

Default Batch Size for uploading the data is 200. In case, the user wants to upload data in Bulk, then the “Use Bulk API”  checkbox has to be checked to increase the Load Speed, after going to the “Settings” tab available on the Data Loader.

Data-loader
Data-loader
Some Basic rules to remember:
  • The scope of migration should be well defined
  • The user should be aware with the Source Format & target format
  • The data Loader has the ability to store the Success & Error files. User should always make a separate column of “Unique ID” in the data excel through which it would be easy for the user to Insert the data in case of any failure.
  • Mapping Files should always be saved
  • Unit Level testing should always be done after migration has been completed in the target org

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