Salesforce

Focus On the People Not Just the System When implementing a new system such as Salesforce, regardless of an organization’s project management methodology (waterfall, agile or a hybrid), the approach is usually taken with the “lets get it done, can do” attitude. While this approach is helpful in completing the project on time and on […]

Salesforce offers multiple tools to automate your company’s business processes. Oftentimes we run into confusion deciding whether to choose Process Builder or Apex triggers when both are capable of doing some of the same functions. Let’s take a closer look at some of the pros and cons of using Process Builder compared to Apex trigger. […]

The Need for Change Management When implementing Salesforce Community Cloud for external users, companies don’t always implement the same Organizational Change Management (OCM) related activities as they do for their internal users. By applying OCM techniques to any aspect of the customer or partner journey, project stakeholders can better achieve their vision for building a […]

While we’re obviously partial to the skills of our Salesforce Developers (the technicians responsible for coding work on our projects), there’s more to it than simply hiring the “best of the best” in the industry, when it comes to achieving development success on our client engagements.  While the end goal is ultimately to increase customer […]

Global Actions offer an easy way to create records in a Lightning Community without exposing all of the fields on the page layout. For example, a customer of ours recently wanted a way of capturing leads in their community, so we used a Global Action on the home page of the community to achieve this […]

In this digital era, it’s almost impossible to find an organization that doesn’t offer some form of customer service tools to interact with their customers on their website or mobile app. Moreover, organizations are no longer about offering customer support just through phone or email. Customers are looking for ways to get their questions answered […]

On my way to New York for a launch event for a 6,800 person employee community that we just rolled out, I opened up the release notes for the Summer ’17 release to check out what’s coming for Communities in the next release. I was looking for a specific feature that Salesforce product management had […]

For awhile now, there’s been lots of chatter (pun intended!) around Salesforce Lightning Communities and the capabilities have only been growing stronger over time. In fact, with each release, the reasons you thought you needed a Visualforce Community are waning. In fact, I’m in total agreement with my colleague, Kara Allen, in predicting the end […]

Have you ever had a client that has a case SLA of less than 5 minutes? Well, let me tell you they do exist, and every click, drag and scroll counts towards making sure you close that case as soon as possible. When your agents are coming from using only emails to communicate with Partners […]

In yesterday’s blog post, we discussed gathering feedback from your partners in order to improve your partner community user experience. Now, in light of Salesforce announcing a preview of the new Partner Central Community in the Summer ’17 release, let’s dive into the data and come up with some solutions on how to address common pain points. […]

So you want to improve your partner community. You worked hard on it and had high hopes that it would be the sparkle in your partners’ eyes, but it fell flat. Maybe the content isn’t what your partners are looking for (maybe they can’t even find it!), or maybe piecemeal, band-aid-like updates have taken a […]

The Salesforce Summer ’17 release has a lot of features for Community Cloud that are centered around having a more targeted, intelligent experience for your community members. As part of this, Salesforce is tracking more interactions than ever and giving you (and Einstein) access to that data to take action on it. Here are a […]