Salesforce

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. 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: 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 Bring in an organization wide culture of Collaboration. Collaboration in the key, No more departmental/though-process silos please! Raise awareness on holistic customer journeys till the last rung in the organization Be flexible towards Technology – Use what serves better. They are only worth what we are able to extract out of them Measure outcomes – Not just your own, but of your customers’. Prove ROI on their engagement with you and secure the renewal That is all for this article, in case you need Salesforce Implementation Services for any Salesforce related work, then please feel free to reach out to sales@girikon.com

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. In case you need Expert Salesforce Consulting Team for any Salesforce related work, then please feel free to reach out to sales@girikon.com

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. 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 IfIf you have any query related to this article or want to know more about Salesforce CPQ or if you require Salesforce Support Services, then do contact us at sales@girikon.com

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 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. 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 That is all for this article, in case you need Salesforce Implementation Services for any Salesforce related work, then please feel free to reach out to sales@girikon.com

Predictive Scoring is a feature of Marketing Cloud & use the historical CRM data to score the Lead of how much they are interested into the business. Predictive Scoring as a Data Science It uses the technique of data science to score the likelihood of the customer’s getting engaged. Now with the help of Predictive scoring it’s easy for the marketers to analyze the graph using Dashboards in Salesforce of how many are interested and how much they will pay to buy the product. This functionality gives marketers the power to understand the behaviors that drives the customer engagement. Predictive Audiences is a smart tool that unifies the customer data by grouping the audiences according to the interested ones, unsubscribed ones etc. For example, if a customer has a high likelihood score & if he is tending to unsubscribe it, then a retailer can then launch a re-engagement journey with the better content to deliver the better outcomes. And when the people start getting engaged into the new outcomes their likelihood to unsubscribe goes down & then they will be automatically routed towards the new journey of leading high scores. Predictive Scoring is a technique which tends to improve the result quality obtained by Sales teams during the qualified Stages of the Leads and thus helping them in predicting the number of Leads with greater success. This will help teams in focusing the highly qualified leads first & then on the lower qualified leads. And hence maintaining team’s effort & time. With Predictive intelligence, B2B marketers are now able to look at the displayed contents/metrics which shows the total count of downloads to identify the top performing content through deeper insights about which portion attracts the highest quality Leads, works for larger deals. Predictive models work by analyzing the customer data from internal systems of records like CRM system and combine it with external signals to predict about the prospect whether they are suitable for buying the product or not. By these Predictive analytics allows us to deal with real time data so as to get the relevant data & thus attractive to the buyer’s. Benefits: It helps in building the slimmer fit scoring models on Leads, Contacts, Opportunities & Account object. It uses the activity data & implements the highly accurate behavior scoring models accordingly. It increases the rep productivity by routing the high scoring Leads to Sales. With the help of Reports & Dashboards, it’s easy for them to track the performance & hence helpful in decision making. Serve the good leads that are getting missed. Best App for Predictive Scoring – Infer: Predictive Lead Scoring, InsideSales.com, Lattice Engines These are the apps which doesn’t need more then Name & an Email to predict which all Opportunities are interested & Leads to get converted. If you need Expert Salesforce Consultant for any Salesforce related work, then please feel free to reach out to sales@girikon.com

AI is the first deep learning-based developer tools which allows you to just play with the drag and drop functionality inside an interface in Salesforce to make smart automated decision-making. As we live in a connected world, so for making any digital process from Phone to purchasing something is a never ending process. So, in that case Artificial Intelligence is the tool which everyone needs to make the life easier. With AI the system of records & engagement is moving to system of intelligence so that we can provide best to our customers. AI makes your daily experiences easy by embedding some intelligence into the apps. Like “Siri, for IPhone users which uses voice processing techniques. So, without unlocking your Phone you can easily search & call your Contacts easily. And can access many other activities. Like “Facebook”, when you post any Photograph it by default show you the names to tags by recognizing the image. Like “GPS” it automatically provides you the routes. In Smart Phones say Android, IOS etc. whenever you search for any Contact by typing first 2 or 3 Keywords, it automatically displays the list of Contacts including those keywords. And same in the case of Auto correct feature in your Smart Phones, whenever there is some grammatical or typo error this feature automatically correct it. Similarly, for booking a cab whenever you book a cab say Uber or OLA using your Smart phone it automatically shows you up the nearest cab driver along with its complete information.   Artificial Intelligence is basically Neuron Science. It is a system that thinks like humans. It can easily deal with large amount of data as the humans can deal with a large number of people. AI helps in enabling any company to deliver smarter, personalized and predictive customer experiences, proactively recommending the best actions & automating tasks. Goals of AI: To create the expert systems: The systems which can analyze, demonstrate and provide the easiest functionalities to their Users. To put the Human intelligence in systems: To make the system efficient with the learning, thinking, reasoning & expertise functionalities. It is designed to help the customers for taking advantage of huge amount of data produced by making sense of it. Benefits: By this the Processing power has been increased to a much higher rate. It has made the cost of processing the data affordable. Quickly modifies the program & provide a solution to the request. It always thinks with the User’s perspective. It will help you to go through multiple images & also to classify them to use as a company logo or wherever the company name is mentioned. It will help any kind of business to just click or code to build AI-powered apps that will tend to get better with every single interaction with client. AI systems has also the ability to make predictions & recommendations on the tasks you are considering through learning the data you are entering for your customers & prospects. Through this a user can create their custom apps by implementing the functionalities according to their needs. How AI works with Salesforce It helps Salesforce in 3 ways: Sales: It analyze the Email information and work on it of the response should be given to the customer/client in order to take the deal forward. Service: While logging a case it automatically redirects you to the correct route & show you the related topics. Marketing: It intelligently make the people to open the email, go to the newsletter & purchase something. Salesforce IQ, DigitalGenius are the apps which can be used as the Artificial Intelligence with the CRM. Community Cloud: It will help in automatically discovering & serving the relevant insights & in predicting the correct answers to the questions/Cases. Techniques of AI: Natural Language Processing Deep Learning Machine Learning These techniques are used for recognizing the Pictures on Facebook & also on google from the Gallery or Gmail. Platform for AI : Salesforce Einstein : It will enhance the world’s best CRM.  Here it will give the ability to click & code to make the AI apps with every interaction and making every task easy as per the customer requirement. Salesforce Einstein is coming across to analyze the big amount of Sales & business data like Facebook, Amazon. Then it runs the Machine Learning & Program analytics algorithms. It is used to analyze the data & further understanding the situation & thus provides the potential to deal with the business Cases in a best suitable manner. It has been designed so every time the customer doesn’t have to hire the data scientists for their product/services. This platform enables developers at different skill levels to travel their customers with zero Deep learning. Salesforce Products: Sales Cloud Einstein Service Cloud Einstein Marketing Cloud Einstein Analytics Cloud Einstein The Best AI is when even User is not realizing while using it. In Salesforce Sales Cloud, Einstein is playing a great role. A feature naming “Predictive Lead Scoring” where a machine learning model analyses the company’s data & thus used in helping Sales reps focus on the prioritize Lead. It deals with the following things: Predictive Lead Scoring Opportunity Insights Automated Activity Capture In Marketing Cloud, it is used to determine the estimate/amount of the prospective customer responding to an email campaign. It deals with the following: Predictive Scoring Predictive Audiences Automated send time optimization In Service Cloud Einstein, AI deals with the automated cases classification & generate responses accordingly. It deals with the following: Recommended Case Classification Responses Predictive Close timer In Analytics Cloud Einstein, the entire process is automated. As it is a machine learning process, the data analyses or the data is not shared with the customer. In Salesforce community cloud, it provides computer vision analyses of images in social studio. Salesforce Einstein will be available in the App Cloud & Lightning App Builder as a set of tools which will help developers in learning AI Apps by using Deep Learning tools. It deals with the following: Predictive Wave Apps Smart Data Discovery Automated Analytics If you need Salesforce Marketing Cloud Developer for any Salesforce related work, then please feel free to reach out to sales@girikon.com

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