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…
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…
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…
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…
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…
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…
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…
A bit of an international edition for this one, as I'm up in Toronto for the weekend and writing it on the road. I had the awesome pleasure of seeing Thom Yorke live up here on Friday and I'm still dancing in my head to those tunes so I'm ready…
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…
Winter 18 is just a few short weeks away from being released and right behind that is Dreamforce. Between the two, we are going to be inundated with a slew of new features. To start with, the Winter 18 release notes are a massive 575+ pages of new features. 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…
What if I told you there was a new channel you could add to your Customer Service mix that potentially more than half of your customers prefer, has an incredible response rate and also is cheaper per interaction than a phone call? Messaging is that channel - and it's one…
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…