Blog Objectives

• Understand the advantages that Pay Now provides for both your business and furthermore, your customers.
• Understand how Pay Now links can help reduce overdue payments.
• Understand how Pay Now streamlines payment processes across various channels, including Commerce, Sales, and Service.

Accelerate Your Payments:

Late or overdue payments can significantly affect your business operations.

Here are some striking statistics to consider:

• Midsize companies spend an average of 14 hours weekly pursuing unpaid invoices.
• Approximately one-third of small businesses in the Market. are at risk of closing due to late payments.

These delays can hinder your ability to pay suppliers, drive revenue, and expand your business. Additionally, the time and resources spent on collecting overdue payments can be considerable.

Introducing Salesforce Pay Now:

Salesforce Pay Now is a straightforward payment solution that simplifies the collection process. By embedding payment links within your Salesforce applications, you provide customers with an easy and convenient way to complete transactions. The process is seamless: just share the link, and get paid.

Salesforce Pay Now is uniquely designed to extend payment functionalities throughout the Salesforce CRM ecosystem. With all your data integrated on one platform, you can accelerate revenue collection without complicated setups.

Prerequisites:

Before you can enable Payments manually, first enable Digital Experiences and set up a dedicated Experience Cloud site for Payments.

Image credit: Salesforce

How Does Pay Now Work?:

With Pay Now, you can create a unique or reusable payment link to share with your customers. This link directs them to a customized, mobile-responsive webpage where they can select their preferred payment method. Pay Now even allows you to customize payment options and supports multiple currencies.

Image credit: Salesforce

Pay Now with Salesforce Starter Suite:

Both the Salesforce Starter Suite and Pro Suite now include Pay Now, making it an ideal solution for driving revenue growth through direct payments. When an opportunity closes, creating a Pay Now link is simple, allowing customers to make payments easily.

Enhance Field Service Operations:

Your field service technicians are not only skilled workers but also potential sales representatives. With Pay Now, they can collect payments on-site for services and products, or even upsell additional offerings.

For instance, a technician can quickly generate a Pay Now link and send it to a customer’s phone. The customer can pay immediately before the technician leaves, ensuring a smooth transaction and an improved service experience.

Image credit: Salesforce

Upselling and Cross-Selling Made Easy:

Field service agents have unique opportunities to engage with customers during service calls. For example, Jessica Tanaka, a support agent at Ursa Major Solar, utilizes Pay Now within the Salesforce Service Cloud to promote add-ons or warranties. After making a sale, she sends a payment link directly to the customer’s mobile device, allowing for instant payment and turning service calls into revenue opportunities.

Integrate Pay Now into Bot Interactions:

Sales bots can also leverage Pay Now to facilitate transactions. By embedding Pay Now links, these bots can assist customers with order payments and prepayments seamlessly. Furthermore, using Einstein bot recommendations, your service team can identify and act on revenue-generating opportunities based on customer interactions.

Image credit: Salesforce

Key Advantages of Pay Now in Starter and Pro Suites:

1. Available out of the box with both suites.
2. Easy guided setup for configuring Pay Now.
3. Quickly generate and send payment links directly from opportunity records.
4. Start collecting payments within days of setup.
5. Enhance cash flow and reduce the risks associated with late payments.

Recent Enhancements Include:

1. Expanded Checkout Options: Customers can view taxes and shipping on a new Pay Now Checkout page.
2. Link Management: Configure payment links for single or multiple uses and set expiration dates.
3. Itemized Billing: Customers can see detailed charges on the Pay Now page.
4. QR Code Payments: Customers can make payments via a scannable QR code sent via text or email.
5. Express Payments: Enable fast checkout options using digital wallets.

Pay Now Across All Salesforce Clouds:

Salesforce Pay Now is versatile and integrates seamlessly across all Salesforce clouds—be it Commerce, Sales, Service, or Marketing. With Pay Now, the possibilities are limitless. Engage customers wherever they are and streamline your payment process with just a click.

Hello Trailblazers!

Salesforce provides users with versatile reporting tools to manage and visualize data effectively, and Matrix Reports stand out as one of the most powerful report formats in Salesforce. Matrix reports allow users to group records by both rows and columns, making them highly valuable for detailed data analysis across multiple dimensions. This type of report is ideal when you need to track complex metrics, such as performance across various regions and time periods, or analyze data by both category and subcategory.

In this blog, we’ll explain Matrix Reports and when to use them, as well as provide a step-by-step guide for creating one in Salesforce.

Before You Begin:

In the previous parts of this blog, we covered the steps for creating a Tabular Report and Summary Report in Salesforce. Please go through them first by following the mentioned links.

What is a Matrix Report in Salesforce?

A Matrix Report in Salesforce is a type of report that groups records by both row and column, allowing for a two-dimensional data analysis. Unlike tabular or summary reports, which only group records by a single dimension, matrix reports provide a structured data view across two groups. This setup allows users to summarize data more comprehensively, making it easy to detect trends, compare categories, and gain insights across multiple dimensions.

Key Features of Matrix Reports

• Dual Grouping: Group data by both rows and columns for a comprehensive view.
• Summarized Metrics: Use aggregate functions such as sum, average, min, max, and count to display meaningful totals.
• Conditional Highlighting: Highlight values based on specific conditions for quick analysis.
• Compatibility with Dashboards: Use matrix reports as data sources for dashboards and visualize complex data relationships with ease.

A Step-by-Step Guide for Creating a Matrix Report in Salesforce

Let’s go through the steps to create a Matrix Report to provide insights into data from multiple angles.

Step 1: Navigate to the Reports Tab

1. Go to the App Launcher and search for Reports.
2. Click Reports. This will navigate you to the reports tab.
3. Once in the Reports tab, click New Report to start creating a new report.

Step 2: Select the Report Type

1. When you click “New Report,” Salesforce prompts you to choose a Report Type. This selection determines which objects the report will use as data sources.
2. Choose the main object you want to report, such as Opportunities or Cases.
3. If you need data from related objects, select a relevant report type that includes them (e.g., Opportunities with Products or Accounts with Contacts). If available, you may also select “Custom Report Type“.
4. For now, please select “Opportunity – Standard Record Type” and click “Start Report” to continue, as illustrated in the figure below.

Step 3: Add Filters to Refine Data

Before grouping data, apply filters to narrow down the dataset:

1. Date Filters: Choose a date range, such as Close Date for opportunities, to focus on a specific time period.
2. Standard Filters: Adjust ownership filters to display records owned by specific users or teams.
3. Custom Filters: Add any specific field-based filters to isolate specific records, such as filtering by opportunity stage or account type.

Step 4: Add Columns for Display

To prepare for grouping, add columns to display in your report:

1. In the Outline panel on the left, click Add Column to add the fields you want to include in your report.
2. For instance, in an opportunity report, you might add the Opportunity Name, Amount, Close Date, Stage, and Account Name.

Step 5: Group Data by Rows and Columns

Grouping data by rows and columns transforms a standard report into a matrix report.

1. Click the down arrow on the column header and choose Group Rows by This Field to select the first field for row grouping. For example, you could group by Stage to see opportunities by sales stage.
2. For column grouping, select a second field. In our example, you might group by Close Date by Fiscal Quarter or Region.
3. You can also add sub-groupings to make your matrix report more detailed.
4. Once you group the records by rows and columns, it will look as follows.

Step 6: Summarize Data with Aggregates

Once your groupings are set, apply summary calculations to provide totals for each group.

1. In the report builder, click the down arrow on a numeric field, such as Amount.
2. Select the type of summary calculation to apply: Sum, Average, Min, Max, or Count.
3. The aggregate totals will be displayed at the intersections of each row and column, with a grand total at the bottom.

Step 7: Preview the Matrix Report

To see how your report looks, preview it at any time.

1. Click Run in the upper-right corner to view a live preview with accurate data.
2. Review the layout and data accuracy, and adjust groupings or summaries as needed.

Step 8: Customize with Conditional Highlighting (Optional)

Here, highlight the values based on conditions to make important metrics stand out visually.

1. In the report settings, go to the Conditional Highlighting/Formatting section.
2. Click on “Add Conditional Formatting Rule”.
3. Define color-coded thresholds to draw attention to specific values. For example, highlight high opportunity amounts in green and low ones in red, as shown in the figure below.
   Set limits to show color-coded highlights based on your specified thresholds.
4. Click Done.
5. Click Apply.

This is how the conditional formatting gets applied to the report.

Step 9: Save and Share the Report

Once you’re satisfied with the setup, save your Matrix Report for easy access and sharing.

1. Click Save & Run to save the report.
2. Enter a name for the report and, if desired, a description.
3. Choose a folder for saving: select a public folder for team sharing or a personal folder for restricted access.
4. Configure report-sharing options as needed to control who can view or edit it.

You can also add a chart to the report and export the report as needed. These features have been covered in previous sections of this blog. To learn more, please refer to the links provided at the beginning and end of this post.

Example Use Cases for Matrix Reports

Here are a few common scenarios where a matrix report can provide valuable insights:

1. Sales Performance by Region and Quarter: Track sales figures across regions and periods to analyze performance and identify trends.
2. Support Cases by Product and Priority: Group cases by product and priority level to see where most resources are needed.
3. Revenue by Industry and Sales Rep: Analyze the total revenue generated by each sales rep across various industries.

Benefits of Matrix Reports

• Comprehensive Analysis: Matrix reports allow for detailed multi-dimensional analysis by grouping data in both rows and columns.
• Versatile Summarization: With various summary functions, matrix reports can calculate totals, averages, and other metrics that provide insight into your data.
• Dashboard Compatibility: Use matrix reports as data sources for dashboards, making them ideal for visualizing and presenting complex datasets.
• Conditional Highlighting: Highlight critical metrics for quick identification, making it easier to spot important trends.

Conclusion

Matrix Reports in Salesforce are powerful tools for analyzing data across two dimensions. They allow users to organize, summarize, and visualize data in new ways. By grouping data in rows and columns and applying aggregate functions, matrix reports reveal complex insights that can guide strategic decisions.

By following the steps in this guide, you can create and customize a matrix very simply.

In the next part of this blog series, we’ll learn about Joined Reports in Salesforce.

Until then, Keep Reading !!

Every challenge brings a new perspective; sometimes, all we need is the courage to look from a different angle.

Related Posts:

1. Matrix Reports Salesforce
2. Reports & Dashboards for Lightning Experience

You Can Also Read:

1. Introduction to the Salesforce Queues – Part 1
2. Mastering Salesforce Queues: A Step-by-Step Guide – Part 2
3. How to Assign Records to Salesforce Queue: A Complete Guide
4. An Introduction to Salesforce CPQ
5. Revolutionizing Customer Engagement: The Salesforce Einstein Chatbot

In the ever-evolving healthcare industry, efficiency and patient care are crucial. Streamlined processes ensure that patients receive timely and appropriate care, reducing the risk of complications and improving overall health outcomes. At the same time, a strong focus on patient care fosters trust and satisfaction, which are essential for successful treatment and recovery. 

Recognizing these imperatives, a leading health organization and Salesforce have embarked on a groundbreaking partnership to streamline the prior authorization process. This collaboration aims to address one of the most significant pain points in healthcare: the often cumbersome and time-consuming approval process for medical treatments and services. 

The Challenge of Prior Authorizations 

Prior authorizations are essential for ensuring that treatments are safe, evidence-based, and cost-effective. However, the traditional process is fraught with inefficiencies, often leading to delays in patient care. According to a survey by the American Medical Association, 78% of physicians reported that issues with prior authorizations can result in patients foregoing necessary treatments. 

This is in part due to outdated and inefficient healthcare industry processes, where about two-thirds of prior authorization requests are submitted manually or partially manually, including by fax machine. Submissions that lack complete clinical information slow the process, and outdated electronic systems waste time and resources, leaving patients without answers and worried about their next steps in care. 

A Technological Solution 

Leveraging Salesforce Health Cloud, this partnership is set to transform the prior authorization process. Health Cloud integrates with existing electronic health records (EHRs) to gather relevant clinical data, enabling near real-time prior authorization decisions. 

The use of Health Level Seven (HL7) Fast Healthcare Interoperability Resources (FHIR) standards creates technology that will streamline over 20 different systems into one process that integrates with physicians’ current workflow. 

The Role of AI 

AI plays a crucial role in this transformation. By automating data collection and analysis, AI can significantly speed up the approval process. This not only reduces the administrative burden on healthcare providers but also ensures that patients receive timely care. The AI system is designed to handle most requests quickly, with only a small number requiring further clinical consultation. 

When clinical consultation is needed, physicians will receive a message in near real-time detailing what is needed to complete the authorization and options to begin a peer-to-peer clinical consultation. This process, which currently can take several days, will be reduced to hours, depending on the requesting physician’s availability. 

Benefits for Patients and Providers 

Patients will receive updates on their authorization status through a member app, giving them more clarity around their status. 

For providers, the streamlined process allows them to focus more on patient care rather than administrative tasks. Modifications or denials will always be made by a medical director or licensed clinician, ensuring that decisions are clinically sound. 

A Step Towards Digital Transformation 

This partnership is a testament to the power of digital transformation in healthcare. By adopting advanced technologies, the collaborators are setting a new standard for efficiency and patient care. This initiative not only addresses current challenges but also paves the way for future innovations in healthcare delivery. 

Ready to Transform Your Healthcare Organization? 

This prior authorization solution using Health Cloud and AI is a significant step toward a more efficient and patient-centric healthcare system. As we continue to navigate the complexities of healthcare, such partnerships highlight the potential of technology to drive meaningful change. 

At Perficient, we are excited to see how these advancements will shape the future of healthcare and are committed to supporting our clients in their digital transformation journeys. 

Whether you’re looking to enhance patient engagement, streamline operations, or leverage data for better decision-making, we’re here to guide you every step of the way. From initial strategy to implementation and ongoing support, Perficient is committed to helping you achieve your healthcare transformation goals. 

Don’t let outdated systems hold your organization back. Take the first step towards a more efficient, patient-centric future. Contact Perficient today to discover how we can help you harness the power of Salesforce and other leading technologies to revolutionize your healthcare delivery. 

Let’s work together to create healthier communities and better patient outcomes. Reach out now to start your transformation journey with Perficient. 

Understanding “with sharing,” “without sharing,” and “inherited sharing”

Imagine you’re running a magical library. Different sections of the library have unique rules. Some areas are open to everyone, some only to premium members, and others depend on the librarian’s current mood. Salesforce’s sharing keywords—with sharing, without sharing, and inherited sharing—work much the same way. They decide who can access what and when, just like those library rules.

Today, let’s explore these keywords in Salesforce Apex classes in a fun and easy way. By the end of this post, you’ll know how to make these sharing decisions for your own “magical Salesforce library.”

Why Do Sharing Rules Matter?

Before diving in, let’s address an important question: why care about sharing rules? Salesforce is all about managing data securely. You don’t want every user to access sensitive information like salaries or confidential business plans. Sharing rules define which users can view or edit which records.

Meet the Keywords: with sharing, without sharing, and inherited sharing

1. With Sharing: Playing by the Rules

This is like a librarian following strict access policies. If a premium member can’t enter the VIP section, the librarian honors that rule.

When you write an Apex class using with sharing, it respects the sharing settings of the user running the code. It checks if the user has permission to access specific records.

Example:

public with sharing class LibraryWithSharing {

    public void displayBooks() {

        // Only books the current user is allowed to see will be retrieved

        List<Book__c> books = [SELECT Name FROM Book__c];

    }

}

• If the user running this code doesn’t have access to a certain book, that book won’t appear in the results.
• Use with sharing for classes dealing with sensitive data to prevent unauthorized access.

2. Without Sharing: The Librarian Goes Rogue

Imagine the librarian decides, “Forget the rules—I’ll show everything to everyone!” That’s without sharing. The code ignores sharing rules and displays all records, whether or not the user has access.

Example:

public without sharing class LibraryWithoutSharing {

    public void displayBooks() {

        // Retrieves all books, ignoring user permissions

        List<Book__c> books = [SELECT Name FROM Book__c];

    }

}

• Useful for admin-related tasks, like system processes or data cleanup, where permissions shouldn’t block the functionality.
• Be careful! Overusing without sharing can expose sensitive data unintentionally.

3. Inherited Sharing: Go with the Flow

This is like a librarian saying, “Let’s follow the rules set by the head librarian today.” With inherited sharing, the Apex class follows the sharing rules of the class or context that called it.

Example:

public inherited sharing class LibraryInheritedSharing {

    public void displayBooks() {

        // Follows the sharing rules of the calling context

        List<Book__c> books = [SELECT Name FROM Book__c];

    }

}

• Introduced in Summer ’21, this keyword is perfect for utility or helper classes that should adapt to their caller’s context.
• If the calling context uses with sharing, the helper class respects that. If it’s without sharing, the helper adapts accordingly.

How Do You Decide Which Keyword to Use?

The choice depends on your requirements:

• Use with sharing when you need to honor user permissions and protect sensitive data. For instance, in customer-facing applications where users should only see their own records.
• Use without sharing when permissions could interfere with critical processes like batch jobs or system integration.
• Use inherited sharing for versatile utility classes that need to adapt dynamically.

Common Questions Answered

1. What happens if I don’t specify any keyword?
   If no keyword is mentioned, Apex defaults to running in “system mode.” This means sharing rules are ignored, similar to without sharing. Be cautious, as it might expose data unexpectedly.
2. Can I mix these keywords in one class?
   No. A class can only have one sharing declaration. However, you can call another class with a different sharing keyword to combine behaviors.
3. What about triggers?
   Triggers always run in system mode. To enforce sharing rules within a trigger, call an Apex class declared as with sharing from the trigger.

A Real-Life Analogy

Imagine you’re organizing a wedding guest list:

• With Sharing: Only people invited by the bride or groom can enter.
• Without Sharing: The doors are wide open—anyone can walk in.
• Inherited Sharing: The wedding planner decides entry rules based on whether it’s a private or public event.

Key Takeaways (Your Cheat Sheet)

• With Sharing: Respects user permissions and sharing rules.
• Without Sharing: Ignores sharing rules—handle with caution!
• Inherited Sharing: Follows the sharing rules of the calling context—great for helper classes.

Understanding these sharing keywords ensures your Salesforce environment stays secure while meeting business needs. As you write more Apex code, these principles will become second nature—just like knowing which library sections are for premium members.

Happy coding!

Introduction to Salesforce CPQ Advanced Approvals

Imagine you’re a sales manager at a growing tech company, and your team is generating quotes faster than ever. But as quote volume increases, so does the need for accuracy, compliance, and proper approvals. Here’s where Salesforce CPQ (Configure, Price, Quote) steps in, making quote creation fast and consistent. However, what if a quote requires special approval? Or, what if multiple layers of approval are required due to pricing or discounting rules? Enter Salesforce CPQ Advanced Approvals—a tool designed to make approvals faster, easier, and more reliable.

In this beginner-friendly guide, we’ll cover what Advanced Approvals can do for your business and walk through a step-by-step setup for a simple discount approval process.

Why Advanced Approvals in Salesforce CPQ?

Let’s set the scene: your sales rep, Lily, has created a quote that offers a 20% discount to a loyal customer. However, your company’s policy requires that any discount above 15% receive the sales manager’s approval. In standard Salesforce CPQ, this approval process might be manual—Lily would have to request approval, and the sales manager would need to review the quote before giving the green light.

With Salesforce CPQ Advanced Approvals, this approval process becomes automated, streamlined, and organized. Advanced Approvals routes quotes based on pre-defined rules and criteria, ensuring the right people approve quotes at each stage.

Key Features of Salesforce CPQ Advanced Approvals

Before we dive into the setup, let’s review the key features of Salesforce CPQ Advanced Approvals to understand what makes it so powerful.

• Automated Approval Chains: Automatically route each approval to the next approver in the sequence based on criteria such as discount level or quote amount.
• Flexible Approvals Based on Criteria: Customize criteria, such as discount percentages or revenue impact, to determine when approval is needed.
• Delegated and Ad-Hoc Approvals: Allow approvers to delegate to others or add ad-hoc approvals when someone is on leave.

These features offer an adaptable approval system to meet any organization’s specific needs, whether approvals are simple or multi-layered.

Step-by-Step Setup of Salesforce CPQ Advanced Approvals

Let’s walk through setting up Advanced Approvals with an example scenario. Lily, our sales rep, will need her sales manager’s approval for any discount above 15%. This setup will help demonstrate how Salesforce CPQ Advanced Approvals works step-by-step.

Step 1: Define Approval Conditions

Approval conditions are the criteria that trigger an approval request. In our example, if a quote’s discount exceeds 15%, it should be flagged for approval. Here’s how to set it up:

• Go to Setup > Approval Conditions.
• Define the condition for discounts above 15%.
• Save the condition to trigger an approval whenever a quote exceeds this limit.

Example: Lily creates a quote with a 20% discount. Since it’s above 15%, Salesforce CPQ will automatically send this for approval.

Step 2: Create Approval Rules

Next, we need a rule to define who reviews the quote. Approval Rules specify the required approver for any quote flagged by the approval condition.

• Go to Setup > Approval Rules.
• Assign the sales manager as the approver for discounts above 15%.
• Configure notifications so the right people are alerted when approval is required.

Example: Lily’s 20% discount quote will be routed directly to the sales manager for approval.

Step 3: Setting Up Approval Chains

Sometimes, approvals go through multiple levels, such as from a manager to a director. With Approval Chains, you can configure this sequence to meet your organization’s needs.

• Go to Setup > Approval Chains.
• Set up a sequence that begins with the sales manager and escalates to a director if the discount exceeds 25%.
• Save the approval chain.

Example: After the sales manager approves Lily’s quote, it will move to the director’s inbox if it crosses the 25% discount limit.

Step 4: Test the Approval Process

Once your conditions, rules, and chains are in place, test everything to ensure it’s working correctly. Salesforce CPQ allows you to create sample quotes to verify your setup.

• Create a test quote that meets the approval criteria.
• Send it through the approval process and observe how each stage functions.

Example: Lily creates another quote with a 17% discount, triggering the sales manager’s review. The process flows smoothly, with approvals moving as expected.

Benefits of Using Salesforce CPQ Advanced Approvals

Using Salesforce CPQ Advanced Approvals provides various advantages for businesses, from increased efficiency to compliance assurance. Here are some benefits to keep in mind:

• Improved Efficiency: Automated workflows minimize time spent on back-and-forth emails and manual checks, making sales cycles shorter.
• Enhanced Compliance: By establishing clear approval paths, organizations ensure that each quote meets approval policies.
• Built-in Flexibility: Delegated and ad-hoc approvals keep things flexible, letting the process adapt to unexpected needs.

Conclusion: The Value of Advanced Approvals in Salesforce CPQ

Salesforce CPQ Advanced Approvals is like a behind-the-scenes project manager for your sales team, ensuring quotes are reviewed by the right people at each stage. For companies like Lily’s, this means faster approvals, fewer compliance issues, and greater confidence in the quote process. Whether you’re a beginner or experienced in Salesforce CPQ, Advanced Approvals can simplify and strengthen your quote approval process, making it faster, more efficient, and fully customizable.

Ready to elevate your Salesforce CPQ experience? Start setting up Advanced Approvals today, and enjoy the benefits of a streamlined, automated approval system.

At Perficient’s Salesforce team, every day we work with our project teams and clients to bring them the very best work and come up with some pretty creative solutions along the way. We work with our global teams on a project, giving our full attention to our clients.

But sometimes, we don’t get the chance to connect with our coworkers on different client projects or see what’s happening internally.

We spend months or years dedicated to a client and may not be able to connect outside of it often.

Earlier this year, the Culture Committee in the Salesforce Business Unit was looking for ways to bring our entire team together. How can we give the team something that is worth their valuable time … but also fun?

Enter Demo Jam!

The official rules are each team has only five minutes to present their demo to a panel of three judges – and no slides! The unofficial rules are to be creative storytellers and for the audience to participate in the chat by giving colorful feedback —most importantly, to have fun!

After the demos, the audience polls for their favorite. That vote, along with the votes of the three judges (selected from wide corners of our BU), decide the winner!

Over the course of 2024, we have hosted three Demo Jams with attendance on par with our Town Halls! Plus, we have had global representation in each event, truly bringing our full team together. Demo Jam 2 happened right after the summer Olympics where we had teams from India, Mexico and the US competing for the gold! Our innovative team from Mexico won with some creative bonuses for their Lucha Libre masks.

Our summer Demo Jam winners brought creativity to our panel of judges and audience.

The third session, held in late October, celebrated the start of the holiday season, including Halloween, Dia De Los Muertos and Diwali. The winning team from India came in their best Diwali regalia and showed how they used Agentforce AI for language translation in hospitality! Another competitor showed how he is using Data Cloud to streamline our internal sales processes, sparking some ideas from the judges about where else we can use this for our own team and for our clients.

What’s Next?

Our next Demo Jam is slated for mid-January 2025, and we are all so excited to see what comes next. We already have teams committed to participate! With only a few official rules, the possibilities are endless. Want to join the fun and discover why we keep winning workplace culture awards? Reach out to a Perficient recruiter or check out our careers page. See you in the next Demo Jam!

Join us at the Agentforce World Tour Chicago to discover what AI was meant to be—all in one day, all for free. Experience the groundbreaking AI innovations from Dreamforce, now live in Chicago.

Event Details:

• Date: Thursday, December 19
• Time: 9:00 a.m. – 5:00 p.m. ET
• Location: McCormick Place – Lakeside Center, 2301 S Martin Luther King Dr, Chicago, IL 60616
• Registration: Register here. Don’t forget, World Tour events are completely free. Spaces are limited, so don’t wait to sign up.

What to Expect at Agentforce World Tour Chicago

Discover AI Innovations That Deliver Results 24/7

Get inspired by product experts and customer success stories. Learn from real-use cases, like Wiley’s, which boosted case deflection by over 40% using Agentforce. Dive into the latest innovations and create your blueprint for growth.

Build Your First Agent, Guided by Experts

Quickly build, customize, and deploy your first autonomous AI agent on-site. See how these agents enhance customer and employee experiences, drive productivity, increase margins, and augment employee skills.

Share Ideas and Discover New Solutions

Engage with industry leaders and peers to brainstorm, exchange expertise, and solve challenges together. Connect with product experts for real-time solutions to your business challenges.

Get the Training You Need to Transform Customer Experiences

Join expert-led training sessions to learn how to use Data Cloud with Agentforce. Build, launch, and monitor intelligent autonomous agents based on your organization’s data. Configure agents to provide proactive 24/7 support for employees and customers.

Empower Chicago’s Industries with Agentforce

Discover how AI agents can revolutionize industries from healthcare to retail. Explore ready-to-use agents that enhance productivity, increase margins, and improve customer connections. The possibilities are endless—discover them all in one transformative day.

Meet Our Experts:

Our team of experts will be available for meetings throughout the event. Don’t miss the chance to connect with:

• Matt Sabo | Portfolio Specialist
• Ryan Ambrose | Portfolio Specialist
• Micah Eberman | Lead Business Consultant

Register now to secure your spot and join us for a day of innovation and inspiration.

Want to learn more about Agentforce before Chicago? Check out the following resources: 

• Revolutionizing Customer Engagement With Salesforce AI: Discover how Perficient is integrating AI with Salesforce to deliver cutting-edge solutions.

• Agentforce and Agentic AI at Dreamforce 2024: Read about the latest advancements in AI presented at Dreamforce 2024.
• Perficient Joins Salesforce’s Agentforce Partner Network: Learn about Perficient’s addition to the Agentforce Partner Network, a groundbreaking ecosystem introduced by Salesforce. This network is designed to revolutionize how businesses leverage AI agents to enhance customer success and operational efficiency.

Perficient + Salesforce 

We are a Salesforce Summit Partner with more than two decades of experience delivering digital solutions in the manufacturing, automotive, healthcare, financial services, and high-tech industries. Our team has deep expertise in all Salesforce Clouds and products, artificial intelligence, DevOps, and specialized domains to help you reap the benefits of implementing Salesforce solutions.

Can’t Make Agentforce World Tour Chicago? 

Don’t worry! Schedule some time with us  and let our experts fill you in. And stay tuned to our Salesforce blog  for all our post-conference insights.

Join us at the Agentforce World Tour Atlanta to be a part of the latest AI innovations from Dreamforce 2024. Engage in sessions and demos to gain hands-on experience and create customized agents tailored to your business needs. This major innovation from Dreamforce is now live in Atlanta.

Event Details:

• Date: Wednesday, December 18
• Time: 9:00 a.m. – 5:00 p.m. ET
• Location: Cobb Galleria Centre Atlanta, 2 Galleria Pkwy SE, Atlanta, GA 30339
• Registration: Register here. Don’t forget, World Tour events are completely free! Spaces are limited, so don’t wait to sign up.

What to Expect at Agentforce World Tour Atlanta

Explore AI Innovations That Work Around the Clock

Be inspired by product experts and customer success stories. Discover the latest innovations and develop your growth strategy.

Create Your First AI Agent with Expert Guidance

On-site, build, customize, and deploy your first autonomous AI agent. See how these agents improve customer and employee experiences, boost productivity, increase margins, and enhance employee skills.

Collaborate and Find New Solutions

Network with industry leaders and peers to exchange ideas and solve challenges together. Connect with product experts for real-time solutions to your business challenges.

Transform Atlanta’s Industries with Agentforce

Learn how AI agents can revolutionize various industries, from energy to utilities. Discover ready-to-use agents that enhance productivity, increase margins, and improve customer connections. Explore endless possibilities in one transformative day.

Meet Our Experts:

Our team of experts will be available for meetings throughout the event. Don’t miss the chance to connect with:

• Stephen Meyer | Portfolio Specialist
• Clay Phillips | Lead Technical Consultant
• Marcus Sandelowsky | Solutions Architect

Register now to secure your spot and join us for a day of innovation and inspiration.

Want to learn more about Agentforce before Atlanta? Check out the following resources: 

• Revolutionizing Customer Engagement With Salesforce AI: Discover how Perficient is integrating AI with Salesforce to deliver cutting-edge solutions.
• Agentforce and Agentic AI at Dreamforce 2024: Read about the latest advancements in AI presented at Dreamforce 2024.
• Perficient Joins Salesforce’s Agentforce Partner Network: Learn about Perficient’s addition to the Agentforce Partner Network, a groundbreaking ecosystem introduced by Salesforce. This network is designed to revolutionize how businesses leverage AI agents to enhance customer success and operational efficiency.

Perficient + Salesforce 

We are a Salesforce Summit Partner with more than two decades of experience delivering digital solutions in the manufacturing, automotive, healthcare, financial services, and high-tech industries. Our team has deep expertise in all Salesforce Clouds and products, artificial intelligence, DevOps, and specialized domains to help you reap the benefits of implementing Salesforce solutions.

Can’t Make Agentforce World Tour Atlanta? 

Don’t worry! Schedule some time with us  and let our experts fill you in. And stay tuned to our Salesforce blog  for all our post-conference insights.

Imagine a busy call center where customer support agents are helping customers resolve issues, answer questions, and provide product guidance. But instead of switching between multiple systems, agents have everything they need in one place: customer information, order history, communication tools, and real-time updates. This is made possible by Salesforce Agentforce, a platform designed to streamline customer service, boost efficiency, and create a better experience for both agents and customers.

In this blog, we’ll break down what Agentforce is, why it matters, and how it’s transforming the world of customer support. Whether you’re a beginner or someone curious about Salesforce, by the end of this blog, you’ll have a solid understanding of how Agentforce works.

The Customer Service Challenge Before Agentforce

Before Agentforce, customer service teams often struggled with fragmented systems. Imagine Sarah, a support agent at a retail company, trying to help a customer. She needs to check emails, order history, and product details—but each of these is in a different system. Switching between screens, searching for information, and dealing with multiple tools slows Sarah down and frustrates the customer.

This inefficient setup made it difficult to provide fast and personalized service. That’s where Salesforce Agentforce comes in, revolutionizing how customer service operates.

What is Salesforce Agentforce?

Salesforce Agentforce is a powerful platform that centralizes all customer service tools into one unified interface. By integrating communication channels, customer data, and business processes, Agentforce allows agents to provide faster, more personalized, and more efficient support. Here’s what makes it so valuable:

1. Unified Interface: Instead of jumping between systems, agents access everything they need from a single screen.
2. Integrated Communication: Whether the customer reaches out via phone, chat, or email, all interactions are handled within one platform.
3. 360-Degree Customer View: Agentforce pulls up a complete view of the customer, including past interactions, purchase history, and support cases, allowing agents to deliver personalized responses.

Key Benefits of Salesforce Agentforce

Agentforce doesn’t just improve life for agents; it also boosts customer satisfaction. Here’s how:

1. Faster Response Times

With all the tools in one place, agents don’t waste time searching for information. They can access customer profiles, case details, and communication history with just a few clicks. This means they can resolve issues quickly, which results in better customer satisfaction.

2. Enhanced Personalization

Imagine a customer calls in to check the status of an order. Thanks to Agentforce, the agent can instantly view the customer’s order history, previous issues, and preferences. This enables the agent to provide personalized and relevant support, which builds customer loyalty.

3. Reduced Agent Burnout

Managing multiple systems can be overwhelming. Agentforce reduces complexity by offering a centralized workspace, allowing agents to focus on providing quality service rather than dealing with cumbersome tools. This leads to happier agents and lower turnover rates.

How Agentforce Works: A Simple Example

Let’s see how Agentforce works through a simple example.

Sarah, a support agent for a healthcare company, receives a chat from John, a customer asking about a recent insurance claim. Here’s how Agentforce helps Sarah resolve the issue efficiently:

• Step 1: Receive the Inquiry
  John’s inquiry pops up on Sarah’s dashboard. She clicks on it, and immediately sees John’s profile, claim details, and past interactions.
• Step 2: Access Information Quickly
  Sarah doesn’t need to ask John the same questions over and over. Agentforce shows her everything she needs to know, like the status of his claim and any notes from previous conversations.
• Step 3: Resolve the Query
  With all the information at her fingertips, Sarah can quickly update John, answer his questions, and resolve the issue—all without switching between multiple tools. John leaves satisfied, and Sarah completes the case in no time.

Key Features of Salesforce Agentforce

Agentforce offers several features that make it an essential tool for modern customer support teams:

• Omni-Channel Routing: Inquiries are directed to the most appropriate agents based on skills, availability, and workload.
• Case Management: Agents can track, organize, and prioritize cases to ensure they’re handled efficiently.
• Knowledge Base Integration: Agents have quick access to articles, FAQs, and troubleshooting guides to answer customer questions accurately.
• Real-Time Analytics: Managers can monitor performance metrics like response time, case resolution, and customer satisfaction, helping identify areas for improvement.

Getting Started with Agentforce

For those new to Agentforce, here are some steps to get started:

• Training: Salesforce offers resources and training programs that teach agents how to use Agentforce effectively.
• Customization: Agents can personalize their dashboard to prioritize the data and tools they use most frequently, making it easier to stay organized.
• Knowledge Base: Familiarizing yourself with the knowledge base ensures faster, more accurate responses to customer inquiries.

The Future of Customer Service with Agentforce

Salesforce Agentforce is shaping the future of customer service by providing agents with the tools they need to deliver faster, more personalized support. As customer expectations continue to rise, platforms like Agentforce are essential for businesses aiming to keep up. By improving agent efficiency and customer satisfaction, Agentforce creates a win-win situation for both sides.

Final Thoughts

Salesforce Agentforce is changing the way customer service teams operate. It simplifies workflows, reduces stress for agents, and ensures that customers receive the best possible support. Whether you’re an agent, a manager, or someone curious about Salesforce, understanding how Agentforce works will give you a deeper appreciation for the role technology plays in modern customer service.

With Agentforce, businesses can create seamless, efficient customer experiences that not only meet expectations but exceed them.

Join us at the Agentforce World Tour Dallas to be a part of groundbreaking AI innovations straight from the main stage of Dreamforce. Dive into sessions and demos to get hands-on experience and build customized agents tailored to your business needs. This is the biggest innovation from Dreamforce, now live in Dallas.

Event Details:

• Date: Tuesday, December 10
• Time: 11:00 a.m. – 5:00 p.m. CT
• Location: Sheraton Dallas | 400 North Olive Street Dallas, TX 75201
• Registration: Register here. Don’t forget, World Tour events are completely free! Spaces are limited, so don’t wait to sign up.

What to Expect at Agentforce World Tour Dallas

Discover AI Innovations That Deliver Results 24/7

Get inspired and learn from the best. Hear directly from product experts and customer success stories. Dive into the latest innovations and create your blueprint for growth.

Build Your First Agent, Guided by Experts

Build, customize, and deploy your first autonomous AI agent on-site. See how these agents enhance customer and employee experiences, drive productivity, increase margins, and augment the skills of every employee.

Share Ideas and Discover New Solutions

Engage with industry leaders and peers to brainstorm, exchange expertise, and solve challenges together. Connect with product experts and get real-time solutions for any business challenge.

Empower the Industries of Dallas with Agentforce

Learn how AI agents can revolutionize industries from energy to utilities and more. Discover ready-to-use agents for your business needs that will help you deliver better productivity, higher margins, and connect with your customers in a whole new way. The possibilities are endless—discover them all in one transformative day.

Meet Our Experts:

Our team of experts will be available for meetings throughout the event. Don’t miss the chance to connect with:

Stephen Meyer | Portfolio Specialist

Kyle Strouse | Lead Business Consultant

Megan Glasow | Managing Director

Register now to secure your spot and join us for a day of innovation and inspiration.

Want to learn more about Agentforce before Dallas? Check out the following resources: 

• Revolutionizing Customer Engagement With Salesforce AI: Discover how Perficient is integrating AI with Salesforce to deliver cutting-edge solutions.
• Agentforce and Agentic AI at Dreamforce 2024: Read about the latest advancements in AI presented at Dreamforce 2024.
• Perficient Joins Salesforce’s Agentforce Partner Network: Learn about Perficient’s addition to the Agentforce Partner Network, a groundbreaking ecosystem introduced by Salesforce. This network is designed to revolutionize how businesses leverage AI agents to enhance customer success and operational efficiency.

Perficient + Salesforce 

We are a Salesforce Summit Partner with more than two decades of experience delivering digital solutions in the manufacturing, automotive, healthcare, financial services, and high-tech industries. Our team has deep expertise in all Salesforce Clouds and products, artificial intelligence, DevOps, and specialized domains to help you reap the benefits of implementing Salesforce solutions.

Can’t Make Agentforce World Tour Dallas? 

Don’t worry! Schedule some time with us  and let our experts fill you in. And stay tuned to our Salesforce blog  for all our post-conference insights.

Hello Trailblazers!

Salesforce provides users with a robust reporting toolset that enables businesses to analyze their data, identify trends, and drive smarter decision-making. Among the various types of reports available in Salesforce, Summary Reports stand out as one of the most popular due to their ability to group and summarize data effectively. Summary reports allow users to group rows of data and apply aggregate functions like sums, averages, and counts, making them ideal for tracking metrics across categories.

In this blog, we’ll cover what summary reports are, when and why to use them, and provide step-by-step instructions to create a summary report in Salesforce.

Before you Begin:

In the previous part of this blog, we covered the steps for creating a Tabular Report in Salesforce. Understanding the basics of creating tabular reports is essential. To learn more about it, please follow this link.

What is a Summary Report in Salesforce?

A Summary Report in Salesforce is a type of report that groups data rows based on one or more fields and allows you to perform aggregate calculations, such as sums, averages, and counts, on the grouped data. This makes summary reports particularly useful when you want to analyze data by categories, such as opportunities by sales stage, accounts by region, or cases by priority.

Key Features of Summary Reports:

• Group by Rows: Group records by one or more fields to organize your data.
• Aggregate Functions: Use functions like sum, average, min, max, and count to calculate metrics on the grouped data.
• Subtotals and Grand Totals: Display subtotals for each group and a grand total for all records.
• Charting Capabilities: Use summary reports as the data source for Salesforce dashboard components, such as bar charts, pie charts, or line graphs. (As we discussed already, these capabilities are not available in Tabular Reports. For more, see the previous part of this blog.)
• Conditional Highlighting: Apply conditional formatting to highlight certain values in the report.

When to Use a Summary Report?

Summary reports are perfect when you want to:

• Group Data: You need to group your data into categories like regions, sales stages, or account types.
• Summarize Data: You need subtotals and grand totals, such as total revenue by sales rep or total cases by priority.
• Use Charts: You want to display the report’s data visually in charts within Salesforce dashboards.
• Track Metrics: You want to monitor metrics across multiple categories and timeframes, like tracking lead conversion rates over time.

If you need a simple, flat list of records, you should consider using a Tabular Report instead.

Steps to Create a Summary Report in Salesforce

Let’s walk through the steps to create a summary report.

Step 1: Navigate to the Reports Tab

1. Go to the App Launcher and search for Reports.
2. Click Reports. This will navigate you to the Reports tab.
3. In the Reports tab, select “New Report” located in the upper-right corner.

Step 2: Select a Report Type

When you click on New Report, Salesforce will prompt you to choose a Report Type. This determines the object(s) the report will pull data from.

1. Select the object for your report. For example, if you’re creating report on opportunities, choose Opportunities – Standard report type.
2. If needed, select a related object for your report, such as Opportunities with Products or Accounts with Contacts.
3. Select the Opportunities Report type as shown in the figure below.
4. Click Start Report.

Note: To learn more about creating Custom Report Types in Salesforce, please refer to this link.

Step 3: Define Report Filters

After selecting the report type, Salesforce will open the report builder. Here, you can define and customize the filters to narrow down the data according to your requirements.

1. Standard Filters: Salesforce will automatically apply some filters, such as the date range and object ownership (e.g., My Opportunities, All Opportunities). You can modify these filters based on your requirements.

2. Custom Filters: Add any additional filters to refine your data further. For example, filter opportunities by Stage or Amount to focus on specific subsets of data.

Apply both the standard and custom filters as shown in the figure below.

Step 4: Add and Arrange Columns

Next, add the fields that you want to display as columns in your report and group them to create a summary report.

1. In the left-hand pane, click Outline.
2. In the Add Column search bar, type and select the fields you want to include in your report. For an opportunities report, you might add columns like Opportunity Name, Amount, Stage, and Close Date.

Step 5: Group Report’s Columns by Summary Field:

This is the important step when your tabular reports converts into the summary report.

1. Group Rows: To turn your report into a summary report, you need to group rows by a specific field. Click the down arrow on the desired column as shown in the figure below and select Group Rows by This Field.
   For example, group opportunities by Stage to see totals by sales stage.
2. You can also search for field in the “Add Group” search bar at Group Rows section as shown below.
3. If needed, you can add additional groups by dragging and dropping more fields into the grouping section.

Step 6: Add Summarized Fields (Aggregate Functions)

Summary reports allow you to apply aggregate functions such as sum, min, max, average and median etc.

1. In the report builder, click the drop-down arrow on a numeric field like Amount or Quantity.
2. Select the summary type you want to apply, such as Sum, Average, Max, or Min.
3. You can also add subtotals and a grand total to the report by enabling those options from the Options menu.
4. For now, select “Sum”.

So, in this way, you can also use other aggregate functions too.

Step 7: Add a Chart (Optional)

If you want to visualize your data, you can add a chart to your summary report. This functionality is not available in the tabular reports.

1. Click Add Chart in the report builder.
2. Choose a chart type that best represents your data, such as a bar chart, pie chart, or line graph. Here we are selecting “Donut”.
3. Customize the chart by selecting the fields for the X and Y axes. (in case of Bar charts and Line Charts.)
4. Click outside the chart properties.
5. Click Save to save the chart to your report.

Step 8: Preview and Run the Report

At any point, you can preview the report to see how it looks.

1. Click Run to generate a preview of the report. Salesforce will display the report with real data based on the filters and groupings you have applied.
2. Review the report for accuracy. If adjustments are needed, you can go back and modify filters, groupings, or summarizations.

The final report will look like this.

Step 9: Save and Share the Report

Once you’re satisfied with your summary report, you’ll want to save it so that others can access it.

1. Click Save & Run.
2. Enter a report name, and optionally, provide a description to help other users understand the purpose of the report.

3. Choose the folder where you’d like to save the report. You can save it to your personal folder, a public folder, or a custom folder based on your organization’s structure.
4. Define the sharing settings to control access to the report.

You can also export the report. We already have discussed this in the tabular report blog. Please refer that blog for more details about how to export the report. The link is above and at the bottom of this blog post.

Example Use Cases for Summary Reports

Here are a few real-world examples of how you might use summary reports:

1. Opportunities by Sales Stage: Group opportunities by stage and summarize the total amount in each stage to track the sales pipeline.
2. Cases by Priority: Create a summary report to track the number of cases by priority and see how many high-priority cases are being resolved.
3. Revenue by Region: Use a summary report to group accounts by region and calculate total revenue for each region.
4. Tasks by Owner: Summarize tasks assigned to each team member to monitor productivity and workload distribution.

Benefits of Summary Reports

• Grouping Data: Summary reports allow you to group data by one or more fields, which provides valuable insights into performance across different categories.
• Subtotals and Grand Totals: By adding aggregate functions, you can quickly see key metrics like total revenue, average deal size, or the number of open cases.
• Visualization: With charting options, you can turn your summarized data into visual representations that make it easier to spot trends and make data-driven decisions.
• Flexible and Customizable: Summary reports can be filtered, grouped, and customized in various ways to fit the specific needs of your organization.

Limitations of Summary Reports

• Single Object Reporting: Summary reports are limited to a single report type. If you need to report on multiple objects, you might need a custom report type.
• Static Data: Unlike dynamic dashboards, the data in summary reports does not automatically update unless the report is re-run.
• Complex Calculations: While you can use simple aggregate functions, more complex calculations may require the use of formula fields or more advanced report types like matrix reports.

Conclusion

Summary reports in Salesforce are a powerful tool for analyzing and summarizing your data, allowing you to group records, apply aggregate functions, and visualize key metrics. Whether you’re tracking sales performance, monitoring support cases, or analyzing revenue by region, summary reports provide the flexibility and insights needed to make data-driven decisions.

By following the steps outlined in this guide, you can create custom summary reports very easily.

In the next part of this blog, we’ll learn about creating Matrix Reports in Salesforce.

Until then, Keep Reading !!

 “Kindness is a bridge that turns ordinary days into meaningful memories.”

Related Posts:

1. A Comprehensive Guide on Creating Tabular Reports in Salesforce
2. Summary Reports in Salesforce

You Can Also Read:

1. Introduction to the Salesforce Queues – Part 1
2.Mastering Salesforce Queues: A Step-by-Step Guide – Part 2
3.How to Assign Records to Salesforce Queue: A Complete Guide
4. An Introduction to Salesforce CPQ
5. Revolutionizing Customer Engagement: The Salesforce Einstein Chatbot

Revolutionizing Business Operations with AI Agents

We are thrilled to announce that Perficient has been added to the Agentforce Partner Network, a groundbreaking ecosystem introduced by Salesforce. This network is designed to revolutionize how businesses leverage AI agents to enhance customer success and operational efficiency. 

The Agentforce Partner Network brings together leading partners to build and deploy third-party AI agents and agent actions. These agents can autonomously perform complex tasks across various systems, making them invaluable for businesses aiming to streamline operations and improve customer interactions. 

This open ecosystem enables a company to complete complex tasks that require chaining together actions across Salesforce and a broad network of third-party systems and agents.  

Partner Contributions from AWS, Google Cloud, IBM, and Workday

Partners like Amazon Web Services, Google Cloud, IBM, and Workday will extend Agentforce with new agent actions, pre-built agent templates, and partner agents that can plan and act across multiple systems on behalf of users and businesses. Partner-built agent actions and templates will be available to customers natively in the platform through Salesforce’s AppExchange to quickly and easily customize out-of-the-box agents or to build their own agents with specialized skills. 

Perficient is bringing Agentforce to life for customers and accelerating AI-driven transformations for businesses worldwide. 

Megan Glasow on the New Partnership

Megan Glasow, Managing Director of SFES Consulting at Perficient, shared her excitement about this new partnership: 

“Joining the Agentforce Partner Network allows us to bring our expertise in AI and Salesforce to a broader audience. We are excited to help our clients harness the power of autonomous AI agents to drive innovation and efficiency in their operations.” 

With Perficient’s inclusion in the Agentforce Partner Network, we look forward to delivering cutting-edge AI solutions that empower businesses to achieve their goals more effectively. This partnership underscores our commitment to staying at the forefront of technological advancements and providing our clients with the best tools to succeed. 

Additional Resources 

To learn more about how Perficient is leveraging AI and Salesforce to drive innovation, check out the following resources: 

• Revolutionizing Customer Engagement With Salesforce AI: Discover how Perficient is integrating AI with Salesforce to deliver cutting-edge solutions. 

• Agentforce and Agentic AI at Dreamforce 2024: Read about the latest advancements in AI presented at Dreamforce 2024. 

• Join Perficient at the Agentforce World Tour NYC: Find out how you can participate in the upcoming Agentforce World Tour in New York City. 

For more information on how to get started with Agentforce and explore the capabilities of this innovative network, visit the Salesforce AppExchange.