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…
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…
I hope everyone had a great weekend. Even with the social distancing, it was good to get out of the house a bit as we are finally getting some good weather out here in New England. We actually hit a local state park and hiked in the trails with the…
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…
Happy 2020 everyone! Hopefully, this year and decade is a terrific and productive one for you. I thought it was going to be annoying have Christmas and New Years on a Wednesday, but it actually wound up working out where the traffic wasn't as bad and the re-entry on 1/2…
Gorgeous day out here in New England (finally) and it makes you actually feel like summer truly is around the corner. Right along with the real summer is the Summer 19 release which is another big one. In our first post, we covered all of the Sales Cloud, Sales Cloud…
Hope everyone had a terrific New Year. 2019 is already shaping up to be an exciting year in the Salesforce world and Spring 19 is a big part of it. We covered the Sales Cloud, Einstein Sales Cloud and Platform changes coming in our first post and it was clear…
Winter 19 is out to the last of the instances with this weekend's releases, so everyone can now get at all of the features. Normally by now we've already finished our release write-ups but I had a ton of travel with Dreamforce (which unfortunately wipes out most of two different…
Happy Memorial Day everyone and I hope you're enjoying the weekend. The Summer 18 release is just a couple of weeks from going live and this is part 2 of our release write-up. In Part 1 we focused on the Sales Cloud, Einstein Sales Cloud and some of the general…
I hope everyone had a terrific New Year and that you're staying warm in this deep freeze. Hopefully things start thawing out soon and a good precursor to the real spring coming is that Salesforce Spring 18 is just a few short weeks away from going live. The release notes…
As of this weekend, Winter 18 is live and everyone is able to get at the packed release. We're on our last post covering the Winter 18 features and in this one we'll be doing a special focus on all of the Field Service Lightning features. Just as a reminder,…
Summer 17 is just around the corner with a whopping 550 page release notes and we're digging into all of the great new features that are coming. In Part 1, we covered all of the new Sales Cloud features including the Lightning and Einstein updates that are for Sales. In…
Spring 17 will be here shortly and the release notes are officially out. As always, we're diving in and writing about all of the terrific and interesting new features that are included in the over 450 pages of release notes. Last week we covered the Sales Cloud features. Spring 17…