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…
The Spring 21 release is right around the corner and it's getting so big we're trying to do eight posts about it instead of the usual four. As I mentioned in our first post, we are going to have the core longer posts on the big clouds but then more…
Happy 2021 everyone. I hope all of you had a safe and happy New Year's weekend - one of the only few good things 2020 did was put Christmas and New Year on a Friday so we can all have long weekends. It was definitely needed after that year. Like…
I hope everyone out there had a Happy Holidays and even though this probably wasn't a normal holiday for you, that you were able to enjoy it and have some time with your family. As with almost everyone, I'm looking forward to 2020 being over with and letting 2021 have…
With a global pandemic, devastating natural disasters, and unprecedented economic volatility, 2020 has been a difficult year for so many – for individuals, for families, and for organizations. At Gears, we believe that it’s important to give back to our communities and support the needs of organizations that are helping…
I'm a little late with this last post as everyone has Winter 21 as of last weekend. It's a big release and we wound up breaking up our blog into 5 parts due to that - and maybe that was a little ambitious as we're getting this last one out…
With Winter 21 being such a large release, we've decided to turn our usual 4-post release write-up series into a 5-parter (we probably could have done 6, but I'd definitely need more help writing these if we went there). Our first post focused on Sales Cloud and the new platform…
Service Cloud Voice was the big announcement at Dreamforce 2019, and now that it is available, it has not disappointed. Service Cloud Voice leverages Amazon Connect to offer some amazing pre-built functionality, and you can take advantage of Amazon services like S3 storage, LEX voice bots, and more to further expand…
In our first Winter 21 post, we covered the Sales Cloud and general features that are coming out in what is a monster release, with dynamic page layouts and Salesforce Anywhere being the two big ones and a slew of other enhancements. For this post, we're going to focus on…
It's hard to believe, but Winter 21 is already almost upon us (for important dates, check out here). Summer 20 was delayed a bit, so that's definitely part of the quick turn-around, but I think everyone is just feeling that time, in general, is hard to get a handle on.…
Thanks again to everyone who was able to join us this week on our Service Cloud Voice (SCV) webinar, the latest in our Service Cloud Lunch & Learn Series. If you missed the session, you can check out the recording here. We had a lot of great questions come in…