Salesforce

Using a platform like Salesforce means that customer support and sales get to share the same space and use the same data. The shared environment is a huge advantage over systems that only focus on one business area (like RightNow or Zendesk). To maximize sharing between both groups – we’ve put together some common use […]

As experts in innovative customer support, our team is knowledgeable about a wide range of support products (not just Service Cloud). In fact, we’ve worked with many fast growing companies who started out with a lightweight support tool like Zendesk when they only had a handful of agents. Many of those same companies have come […]

Whether or not you’re a NCAA basketball fan, how can you not notice March Madness? How many of your colleagues pored over their brackets? How many commercials have you seen on television and online? How many headlines have you read? This annual sporting event is not just a basketball tournament, it’s an enormous national media […]

Many of our clients have recognized an increasing demand from their customers, partners, and employees for mobile-friendly experiences. Whether it’s sales or support or an internal business process, the mobile experience is a big part of the value we provide to our clients. The first step in building a great mobile experience is choosing the […]

Perficient adopted Work.com over six months ago and it has been a great success, largely due to the value it adds for end users. I’ve mentioned before that Work.com helps me to be a better manager. But what is in it for my employees? Why should they be using it? Can it help them get […]

The Salesforce Service Cloud is helping companies provide stellar customer service across many channels. With the continuing growth of customer service access points, it’s important to have a comprehensive view of your entire spectrum of customer support. Whether it’s your call center, social media channels, email support, online communities, etc., insight into all of these […]

A services business is highly dynamic.  New projects can land all at once, existing projects get put on hold, and projects often require additional resources to hit a deadline.  Without strong visibility to the pipeline of new projects, work in progress and open resource capacity, many services organizations find themselves operating between resourcing fire drill […]

When moving from a service and support focused system like RightNow – our clients often have questions about what functionality will be different in Service Cloud. I’ve blogged in the past about general migration best practices but today I’ll be focusing in on a key difference between the two systems: Platform vs Product. Having worked […]

Dashboards are an excellent way to get a snapshot of how your organization is performing. Creating customized dashboards in Salesforce enables executives, sales and marketing professionals, customer service agents, administrators, and others to track and quickly view performance metrics.   Download FREE dashboards from the AppExchange There are numerous free options available on the AppExchange, […]

We’ve had the great privilege of helping many of our clients move to Salesforce Service Cloud. Some come from a world of spreadsheets and email, while others from complex webs of legacy CRM and ERP tools. This blog is the first part of an on-going series about moving to Salesforce Service Cloud from other solutions. Our experience has […]

Some excellent Salesforce Q&A that may be useful to you. Take a look and please post comments if you have any follow-up questions of your own! Q: Does Cloud Scheduler sync with Outlook and/or Gmail? A: The Cloud Scheduler doesn’t sync with Outlook and/or Gmail per se. But if you use the Cloud Scheduler to […]

Surprisingly, many support organizations today still don’t know how to deliver a “wow” customer experience.  Simply put, it starts with knowing your customers.  I’m not talking about the big picture, market research trends, I’m talking about the basics, like “Who am I? What products/services have I purchased? How long have I been a customer? What […]