Last week we dove into all of the Sales Cloud & general enhancements coming with Salesforce's Spring 22 release and as usual, for our next post, we're venturing into the Customer Service side. It's impossible to get all of the different service-related products into one post these days (I guess…
Happy New Year everyone! I hope everyone managed to still see some of their family and friends over the holidays but obviously this was a tough one. Hopefully, everyone is as safe and healthy as possible. I'm looking forward to an exciting 2022 with the hope that some of this…
Last week was a pretty crazy week for me. To start the week, the Jets won in a shocker against Cinci (noted that they crashed back down to reality on Thursday, but if the Jets won twice in one week, I'd be running for the hills fully expecting the end…
Salesforce's Winter 22 is almost here - it will start hitting production instances this weekend and wrap up on 10/9. With the release getting close, we're right in the middle of our blog series covering it. Our first post was all about the Sales Cloud and core platform updates. After…
Trying to cover all of the new Winter 22 features in the Service Cloud umbrella with one post has become impossible - or rather, it'd be possible, but it would take me four weekends to write and the blog would scroll down forever. Basically, you have the core Service Cloud…
Hope everyone is having a good and safe summer. Hard to believe next weekend is Labor Day and the summer is almost over. It honestly feels like I just finished blogging about Summer 21 (although I fell 1 or 2 blogs short of my original plan) and here we are…
Summer 21 is already live, but we're still going with the update write-ups. This will be Part 5 for Summer 21 and we're going to focus on the new Field Service and Salesforce Scheduler. While we're talking about Field Service, I did want to mention a great resource for discussions…
I hope everyone had a great weekend. Summer 21 actually went live in the second wave of production instances (we've already requested our in-line reporting editing from customer service!) this weekend so by now, everyone has Summer 21. Normally we're more ahead of the curve with the blogging but I've…
This is officially our 200th blog post here at Gears. We started our blog way back on 1/9/2010 - and by we, I mean me, because at that point we were a company of one. I guess you can draw a nice parallel to how our blog has grown at…
Summer 21 is right around the corner - and man, this release feels like it sneaked up on me (trying to figure out why "snuck" was getting flagged as a misspelling and seeing that snuck might not even be a real word. Really? That sneaked up on me too). Spring…
In part 1 of our Effortless Field Service post, we spent some time explaining how the core concepts of the excellent book The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matt Dixon, Nick Toman, and Rick DeLisi don't stop at the call center but also extend to…
I'm a pretty avid reader, but I tend to read mostly science fiction, fantasy, and weird fiction (although during the pandemic I've broadened out a bit into more standard fiction). For me, reading is the way I shut off my brain from work and exercise it a different way. Due…
Despite all of the challenges in 2020, we were able to have a very exciting year here at Gears and we're looking to build on that in 2021 and have our biggest year yet. We have a lot of ambitious plans for the year and to get there we are…
Spring 21 starts hitting instances this weekend and this is our 7th and last release write-up! This one will wrap-up this monster release (although, there was still more to cover, it's just impossible to write about everything these days). For this post we're going to focus on the collaboration features…
We're 2 weeks away from Spring 21 beginning to hit everyone's Salesforce instance and we're down to our last two blog posts about it. This is a pretty monster release and we're doing more break-outs than we typically do. We've already done the main posts around Sales Cloud and Service…
As customers make the move to Salesforce Field Service, the initial focus tends to be on the meat and potatoes of field service - creating work orders, managing the assignments and routing of those work orders and appointments, and then making sure the technician is able to do everything they…