Salesforce

Last week I was meeting with one of my practice managers and reviewing a few reports with him. As we were going through the data, he shared an experience of how the team had helped him via Chatter create one of the summary reports. Evidently he was struggling to get it to work the way […]

A frequent challenge when using portals is list view visibility. Many companies new to Salesforce do not lock down the “Manage Public List Views” profile permissions. This enables business users to create a list view for themselves, such as “Mary’s Cases,” and then unknowingly make it visible to everyone, both internally and externally. Be sure […]

Over the years, we’ve worked with clients on a great many portal implementations. And we’ve seen a lot of different paths companies take based on their unique processes and end-user needs. But I am always surprised when companies choose to build their own portal infrastructure rather than license a portal such as the Salesforce Customer […]

As I reflect back on the past four years, I’m struck by the many changes in the industry that occurred in such a relatively short amount of time. But the one thing that stands out most to me is the pace of product innovation at salesforce.com. Being part of the salesforce.com ecosystem certainly gives me […]

Last week I was talking with one of our customers about a new project. The customer was already a big Salesforce Sales Cloud user, and now they were adopting Service Cloud. The project focused on migrating a portion of their service infrastructure from an old email response system to Salesforce…and potentially still using email as […]

One of my favorite features of Salesforce is the ability to share information with your community, be it through the Partner Portal or Customer Portal, Salesforce Sites, Siteforce, or Salesforce-to-Salesforce. Bringing a Salesforce Cloud to your community is a great way to foster better and more efficient communication.

With a multitude of stories about how innovative companies like Gatorade are using Radian6 to monitor customer engagement and sentiment from the “social buzz” on the web, it made me think: How do the brands and retailers that I use engage with me – or, their target consumers at large?

I wish it weren’t the case, but most banks make for an easy target when it comes to lack of customer service. Case in point: I recently visited an ATM near my house to find it covered in green paint. Green is for money… right? Well, not in this case. Obviously someone had tagged it. […]

Summarizing reports by owner name is one of the many useful aspects of Salesforce. But if you sell through partners, you probably want to see leads and opportunities based on the partner company name rather than the partner employee name. This way, you can easily understand partner performance. Should be easy, right? It is. But […]

In San Francisco, where it’s hard to get a cab, there’s a car service I often use as an alternative. It’s called Uber. It’s not that much more than a cab. But it’s a heck of a lot faster, and it’s convenient, and it’s always available. It’s Mobile: With a few clicks on my iPhone […]

The good news: You bought Salesforce Partner Portal You found it incredibly easy to set up a basic portal implementation The bad news: You are not getting the portal adoption by your partners that you expected

Being a part of the Service & Support ecosystem, I have had the chance to watch the Service Cloud product grow from its infancy to a whole new level of maturity and feature offerings over the last few years.  Service Cloud has gone from playing catch up with other support platforms in the industry to […]