Cloud

Cloud, Einstein

Salesforce Releases the Next Generation of Service Cloud Einstein

Global CRM leader Salesforce has announced the next generation of their service cloud Einstein, which will combine its CRM solution with Artificial Intelligence (AI) and will offer a pack of other new features to its agents and customers. This will help companies improve their customer service through automation.

Companies can now use Einstein Bots to automate their service requests. Bots can respond to customer requests immediately and engage them in order to gather basic information. This will free up a lot of agent’s time and enable them to address customer queries in a more prominent manner. In order to enhance their customer interaction, bots will use machine learning and natural language processing.

As per the press release, Lightning Flow for service is also now generally available which will help businesses offer guided service processes. This will take customers through self-service interactions. This service will also assist agents to fulfill customer requests and resolve issues. Lightning Flow will remove the guesswork from customer interactions and will deliver connected service experiences with an integrated customer view.

Einstein Next Best Action will then examine the customer interaction history and will provide agents intelligent and contextual recommendations including offers for specific customers. This will make the service more personalized. Einstein Next Best Actions will surface insights directly within the service cloud console which will enable faster case resolution, boost customer satisfaction and power upsell opportunities.

Salesforce launched its Einstein AI platform back in 2016. The goal was to integrate AI throughout its clouds. If they keep on including AI in their suite of products, this will help Salesforce significantly continue their leadership in the global CRM market space.

“Artificial intelligence alone will not drive your business forward—AI must be connected to CRM data and guided processes so companies can create seamless experiences that put customers at the center,” said Bill Patterson, SVP, and GM, Service Cloud, Salesforce. “Today is a big step forward in empowering our customers with an easy way to provide guided, intelligent service at scale.”

Source: Salesforce

Cloud, Salesforce

Now Develop Custom Email Widgets with New Salesforce Tool

In the recently concluded Salesforce’s third annual developer conference “TrailheadDX” at San Francisco, Salesforce has announced the introduction of its new tools in the Salesforce Marketing Cloud Email Studio. In order to robust it’s email marketing services, Salesforce told: these tools will allow email marketers and developers to deliver more customer engaging content.

Developers can create custom content blocks or widgets in the Marketing Cloud Content Block Software Developer Kit(SDK) in order to make their email templates more engaging. The newly built email widgets can be easily added to the email campaigns with a simple drag-and-drop technology within Salesforce’s Email Studio. To take this one step further, developers can also incorporate Einstein Analytics, Salesforce’s AI framework into the email content blocks to add personalization.

For example, a holiday package provider using Salesforce Marketing Cloud could include the real-time weather report of any holiday destination using a content block in their promotional email campaign targeted towards their potential customers who have shown interest in visiting hill stations for summer holiday weekends. Moreover, the Marketing Cloud Content Block SDK can be augmented with Salesforce’s technology partners on the Salesforce AppExchange.

Dynamic email content that populates at the moment of open for added relevancy, is also a central component of Salesforce’s newly launched Enhanced Dynamic Content. The new email marketing tool allows Salesforce marketers to develop tailor-made email content for their audience segments based on the various demographic information. Both Content Builder SDK & Enhanced Dynamic Content will be available in the Salesforce Marketing Cloud Email Studio from next month onwards.

Cloud, Salesforce

Salesforce Launched Integration Cloud at TrailheaDX 2018 to Help Trailblazers Create Connected Customer Experience

Salesforce, the global CRM leader invited Trailblazers from over 43 countries and 265 global viewing gatherings to their 3rd annual developer conference “TrailheaDX”. In the sold-out event, Salesforce showcased their latest innovations Lightning, Einstein, Trailhead and the newest Salesforce Integration Cloud and highlighted how they can empower enterprises in order to create connected customer experiences.

Salesforce Integration Cloud – First look

One of the toughest developer challenges was to connect systems and different data sources to build customer experiences. By addressing this issue Salesforce in their newest Salesforce Integration Cloud included a set of services and tools to make it easy for the customers to surface their data irrespective of where it resides. This will deliver an intelligent, and connected customer experience across all channels and touch-points. Integration Cloud will typically have three layers;

Integration Platform

Salesforce has finalized to acquire MuleSoft, which is one of the leading platforms to develop application networks connecting enterprise apps, data, and devices. MuleSoft will keep on focusing to build application networks with its Anypoint Platform and will also power the new Salesforce Integration Cloud.

Integration Builder

Admins can have a central view of the customer across their Salesforce deployments as well as their entire network of business systems just with few clicks. Admins can also manage the entire connection through a consolidated admin console.

Integration Experiences

Salesforce Integration Cloud allows admins to offer a seamless and personalized customer experience across sales, marketing, service, and commerce cloud by automatically bringing all the customer data together in an entirely new approach. An admin can use the Lightning App Builder to get commerce order history data into the Lightning service console, which enable service agents to transform service interactions into a cross-sell or up-sell opportunity without leaving their console.

Lightning Flow – CRM Process Automation

As we know, Lightning allows developers to build apps faster and better with hands-on access to a wide range of tools like App Builder to Heroku. Developers are open to choose the most convenient tool for their app development process on Salesforce. Salesforce has introduced the latest platform service “Lightning Flow” that offers tools to bring the power of process automation into CRM. As most of the enterprises are still managing customer processes with legacy tools disconnected from customer data, it results in delays. With the help of Lightning Flow Components, Trailblazers can now build processes with guided, visual tools integrated with customer data and embedded into a touchpoint, helps in reducing wait times for customers and enhancing productivity. For example, now a pharmaceutical company can increase prescription fulfillment by using Lightning Flow to develop automated processes which enhance data entry quality and accuracy for the patients filling insurance forms.

Einstein Analytics & Quip Live Apps for a Smarter App

With the advancement of AI & app integration, you can now set intelligence directly into the apps and get instant access to additional capabilities that keep a business moving forward with just a few clicks. Now developers can use Lightning components to embed Einstein Analytics and live updates within custom apps. These apps can be used inside Quip and are available in the Salesforce AppExchange by various partners. By using a single Quip document, a user can now quickly navigate deals, design infographics, videos and more.

Trailhead drives the next-gen of Developer Learning

Trailhead, Salesforce’s gamified online learning platform which guides users to gain skills, is driving the next-gen developer learning. Since it’s launching in 2014, Trailblazers have earned over 6.5 million badges which directly relate to latest in-demand job skills. Salesforce has expanded Trailhead to include:

Google Trailhead Content

Google Cloud trail helps Trailblazers understand how to get key insights into their website, with robust Google Analytics Reports & Dashboards. Google Cloud trail educates new users on how to operate powerful data queries with BigQuery, a completely managed enterprise data warehouse for analytics at scale.

Trail Guides

Personalized learning always helps to acquire new skills. Trail Guides outline the right way for any role of any level of experience with recommended content, and notifications. This helps everyone to walk on the right path in order to get their dream job.

Take Aways

  • New Salesforce Integration Cloud will surface data irrespective of where it resides to connect every system, customer, and device in a new approach.
  • Lightning Flow enables Trailblazers to design business processes with visual tools, combining the power of process automation with customer experience.
  • New Einstein Analytics Developer Experience and 3rd Party Quip Live Apps will make any application smarter and collaborative within few clicks, without code.
  • Trailhead empowers anyone to develop new skills with new learning trails from Google Analytics and personalized learning systems.

 

community_cloud
Cloud, CRM, Salesforce

The Need of Community Cloud – An Analysis

Salesforce is one of the most used customer relationship management (CRM) tool around the world. However, the market for a tool with only CRM option is limited. A business faces various problems and therefore needs solution as per the problem. The extra one always does the job of accurately predicting future problems. So, to grow business and simultaneously provide its customers, one stop solution for all the requirements, Salesforce has launched some series of add-in services and products to complement the main Salesforce CRM solution. One such add-ons is the Salesforce Community Cloud with all its benefits put together.

Some of these services became the stand-alone on their own for instance;

  • The Marketing Cloud
  • The Service Cloud

What is Salesforce Community Cloud?

To recognize the definition of community cloud, in a much better manner, it’s highly required to understand the need of it first. From the moment of its launch, it was intended to help the sales representatives to keep track of their work and the relationship with their customers. However, they indeed started to depend more on the customers and as well began the sharing of more stuff with the customers related to the business. But this entire process was not automated.

For instance, if a customer wanted to know how many kinds of products are there for choosing, the sales representative would have to download the product list from Salesforce and then sent it to the customer. Now, you can imagine if the company had a million customers and as well had to face a million requests a month. This issue needed to be solved with the process of granting access of your Salesforce data to the customers. Hence, leading to access the product list. Now the question was, ‘How to authenticate each customer?’ and most importantly, ‘How to give access to millions of customers without millions of users in SFDC?

The real-time data was huge enough to create more complication within the entire system. At such a juncture stepped in the renowned Salesforce product, known as Salesforce Customer and Partner Portals. This was however later named as Salesforce Community Cloud. This product has enriched the Salesforce developers with an option to create a community of users, who can indeed access some specific objects or data in Salesforce. A good way to share information, as well as collaborate internally on projects or tasks, in a more personalized manner.

In fact, according to Salesforce, one can use communities to

  • Drive an increased sale by connecting employees with distributors and suppliers
  • Deliver authentic and world-class service by giving customers one single platform to communicate
  • Managing the social listening, content, engagement, in one place