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…
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…
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…
For most field service teams, getting to the destination to perform the service is priority one, two and three. There's a lot of logic that goes into getting the right person to the right place at the optimal time, but not being able to get to that right place breaks…