Featuring the VP of Messaging, Salesforce Service Cloud (Former CEO of Heywire), Meredith Flynn-Ripley Messaging has quickly become one of the hottest new channels for Customer Service. With the explosion of smart phones and texting in general, your customers are looking to get answers using Messaging – a channel they…
With the release of Omni-Channel and Presence, Salesforce has completely changed how Cases and Work can be distributed to your teams. There's no longer the need to just drop Cases into a Queue and hope the right team members grab them on time without cherry picking around the really hard…
Salesforce's Omni-Channel feature is over a year old, but most customers don't realize the full potential of what this feature offers. A lot of the focus is around the unification of Service Case creation from different channels. So, whether that Case is created by Email, Phone, Chat, SMS Text, Web,…
Welcome to the last part of our Winter 17 write-up. We've already covered all of the Sales Cloud & Lightning Experience, Service Cloud & Field Service Lightning, and Communities & Chatter upcoming changes in our previous posts. With all of the new products that Salesforce has, it's tough to do…
We're up to part 3 of 4 of our Winter 17 write-up. Our last post covered a a huge update for Service Cloud while our first part covered Sales Cloud and Lightning Experience. This part will focus on the Collaboration features coming out in Communities and Chatter. For both Communities…
Welcome to Part 2 of our Winter 17 write-up. Our first part focused on Sales Cloud, Force.com and the new Lightning Experience features for Sales Cloud. This part focuses entirely on Service Cloud. This is a massive release for Service Cloud and includes the beginning of the Service Cloud migration…
Hope everyone had a great summer. Can't believe this is already Labor Day. I feel like I just wrote about all of the Summer 16 features to kick-off the summer, and here I am again. We need another month of summer. Well, the one positive of summer wrapping up is…
In our first 3 posts, we covered a lot of the new features in the core CRM of salesforce - Sales Cloud, Service Cloud and then Communities & Collaboration. In Part 4 we're going to do something a little different and cover the new Wave Analytics improvements. With Summer 16…
"The Pool Guy" is a classic Seinfeld episode where due to yet another crazy and highly unlikely series of events, the gang finds themselves in a ridiculous situation. In this episode, Kramer gets a new phone number which is one digit off of the Movie Phone service's phone number. So,…
As I mentioned in our recent Summer 16 release write-up, I’ve been a salesofrce customer or partner for 45 of their 50 releases (feeling old here). In these years, it's amazing how salesforce has expanded. First from Sales Cloud to Service Cloud and then to Communities and then a massive…
Summer 16 has already been rolled out to half of the instances this weekend with the other half going live next weekend. In Part 3 of our 4 part write-up, we're continuing our deep-dive into the release notes. For this part we are focusing on all of the Collaboration features…
The Summer 16 release notes are out and we're now on part 2 of our part 4 write-up of salesforce's 50th release. In part 1 we covered all of the Lightning Experience, Sales Cloud, salesforce1 and platform changes. In this part we're going to cover all of the Service Cloud…
If you’ve developed more than a handful of triggers, you already know trigger development is simple, until it is not. Sure, creating that first quick trigger on the Lead object to set the LeadScore was pretty painless. But what happens when you have 5, 50, or even 100 triggers? Without…
Summer 16 is actually salesforce's 50th release (I've been a customer or partner for 45 of these so this is officially making me feel old) and the release notes are out. With Summer 16, we're now 3 releases deep into the Lightning Experience roll-out, and it's starting to get to…
Yesterday at a special broadcast for the FY17 kickoff, salesforce made a bunch of announcements about new products coming, but also announced upcoming changes to their license editions. Some interesting changes here that will impact both future customers as well as all of the existing customers. Basically, on 5/1/16, existing…
Well, we're on the last part of our 4 part write-up of the Spring 16 release write-up. In Part 1 we covered the new Lightning Experience features and in Part 2 we focused on Service Cloud. In our previous part we covered all of the collaboration features. In our final…