How to Boost Customer Retention using Salesforce Omni Channel

Customer service is as important, if not more, as the product you’re selling. Salesforce research states that 73% of customers would switch brands if they experience inconsistent after sales service. Yes, that’s difficult to fathom, but it is indeed the reality!

So how can your company leverage this untapped potential? The answer is by using Omni channel services. It not only helps in attending customers at the right time, but also ensures that proper feedback is obtained for further improvement in service quality. 

Let’s discuss several use cases of Omni channel & Salesforce service cloud in detail.

What does Omni channel mean in general?

Before jumping onto the main topic, it’d be great to know the meaning of this term. So, as you might know, now companies are present on virtually every platform. From Social media, to email, and from online chat rooms to traditional phone calls, you can approach the company through any means. 

This is called Omni channel presence. And while it might look simple from an outsider point of view, catering to customers who approach brands from different channels gets difficult for the support team. Just imagine getting 100 customer case requests from Twitter, 50 from traditional phone calls and another 20 from Email, how would you assign the tasks? How would you segregate high priority requests from low priority ones?

This is where Salesforce Omni channel comes into picture. 

What is Salesforce Omni channel customer service?

It has brought a revolution in the way companies interact with their customers. It puts the customer’s experience at the core by providing easy access to the customer service support. On the other hand, the support team is also benefited as the workload gets divided in an intelligent and optimum manner. 




Below we have listed down the several benefits of using this feature provided by Salesforce. So let’s have a view on the same.

Benefits of using Salesforce Omni Channel

  • Eliminates the ‘Cherry picking’

The job profile of customer service executives requires them to always be on their toes. This is why once in a while, they might engage in cherry picking of service requests which can be detrimental for the company. Omni channel eliminates this practice by optimum allocation of work so that they don’t get tired and consequently don’t cherry pick service requests. 

  • Proper Distribution of work

Omni channel leads to proper distribution of work. This is done through three manners:

  • First- Queue based assignment

For example, if a new case pops up, it would be assigned to an agent who is unoccupied at that moment instead of someone who is already working on two cases. 

  • Second- Skill based assignment

What if your company sells products in different countries? Naturally it would need people who are skilled in diverse languages. Here you can segregate agents on the basis of skills, such as Languages and the work would be routed to the appropriate person. 

In the same way, some agents might be thorough in Product related queries, while others may be fluent in solving tech related issues. Omni channel ensures you can keep a database of agents based on their diverse skill sets and allocate the work accordingly. 

  • Third- External Routing

Do you wish to use your existing communication channel with Salesforce Omni-channel? You can do so by integration with the Omni channel. This gives the support team more routing options for their work. 

  • Don’t need to wait for agents to grab work

In the erstwhile setups, cases had to be grabbed by the agents. However, Omni-channel makes sure if the agents are available for work, the case gets automatically routed to them. All they need to do is share their availability status and the rest of the work is done by the software. 

  • Proper training of agents

In the past, most of the times tough cases were handled by seasoned agents whereas other agents used to take simple cases only. This made them less trained and consequently lack of up-skilling prevailed. Now with the queue based routing, agents have to take work regardless of the difficulty level and over time they get skilled in the work. 

  • Agent productivity report: boon for managers

You can see how much time an agent is spending on a particular case, how many cases your agents are declining, and so on. For a manager, assessing a team couldn’t be any easier than this. With Salesforce regularly rolling out updates to improve the analytics even more, the managers can rest assured that their job would become easier in future. 

  • Omni channel feedback 

Getting instant reviews by customers on the service quality they received is essential for a business house to evaluate their work. The best part is that you can get timely feedback from the customer, meaning just after the interaction takes place, and so on. 

  • Easy configuration of Omni Channel

The best part about it is that there isn’t any coding required to configure or get started with Omni channel. All you have to do is search for ‘Omni channel settings’ on your platform and switch it ‘ON’. Thereafter you can enable other features also such as creating service channels, create routing configuration, assign routing configuration to queues, create presence configuration, create presence status, add presence status to profile, add Omni channel box to UI and so on. 

Overall, the tool makes sure the customers and agents both are benefited and overall productivity of the organization gets a good boost in the whole process. 



This is all from our side. We hope you found this article helpful. These are just some of the use cases of Omni-channel and you can read more on our blogs to get information about the same. 

Salesforce is a lot of fun and the best utilization happens when you understand how all the features work. We’ve written blogs with extensive information about Salesforce and its benefits for organization. 

Thanks for reading. Have a great day!

Salesforce, Salesforce Essentials

Boosting Productivity through Chatter: Everything you need to know

Collaboration with the team is essential in a workplace. It helps in brainstorming and reduces the friction between team members. This need for collaboration is highly pervasive in the present times where employees have to work from home. 

Fortunately, this task is easy for the 150,000 customers of Salesforce as they get access to Salesforce Chatter, a social CRM platform for chatting, screen sharing, and much more.  

Ahead, we’ve discussed some use cases of Chatter and highlighted how an organization could leverage this platform for the best results and productivity.

What is Salesforce Chatter?

To be on the same page, let’s begin by talking about Salesforce. It is the No.1 CRM software in the world where more than 70% of CRM users in the world prefer Salesforce. From providing customized solutions for finance to the sales industry, the focus of Salesforce has always been to increase the time agents devote in book building instead of doing routine tasks that could be easily automated. 

Since 1999, the company has helped small and large businesses alike in boosting their sales and achieving efficiency in functioning. The Chatter tool also works on the same ethos where it has been voted as the No. 1 enterprise social network. There are five ways it could be beneficial for an organization and we’ve described them below.

Benefits of Using Chatter for your organization 

  • Easy Engagement with Executives

Do you wish to directly interact with the top executives? While they might not have time in their official work hours, doing so is quite easy in Chatter due to the interactive UI that presents all the questions, comments, and posts in a lucid way. Even Salesforce CEO Marc Benioff posts frequently to get feedback from the members of Salesforce he wouldn’t get a chance to interact otherwise. 

  • Structured Conversation, never lost in the stream

There are several business communication platforms such as Slack available on the internet. However, the biggest drawback of theirs is that the conversations aren’t well guided. 

A strategy conversation might soon get transformed into an unrelated design conversation which might not contribute to the benefit of the organization. This is where Chatter distincts itself from other software as it brings historical data and context into conversations to keep the team focused on a certain task. 

  • Taking actions

The enhanced utility of Salesforce Chatter is manifested by the fact that members could create support cases, update sales opportunities & orders, and approve project funds, all from within the community. The ability to integrate any record and object to the feed provides unmatched functionality to the process at hand. 

  • Ensuring best ideas come to light

Searching for the best ideas is relevant to separate the wheat from the chaff. Chatter offers several features such as liking, commenting that make sure good ideas are highlighted and easily noticeable by the team. The ‘poll’ option goes a step further in assessing the response of relevant people in a matter of time. These polls can be directed to the entire company, specific groups, or even just a few people. 

  • Eliminating unnecessary meeting

Since the pandemic started, most of the meetings are conducted on zoom or other platforms. Professionals report spending most of their time on meaningless meetings as the essential message could’ve been easily communicated through a single mail or group chat. 

Chatter allows testing ideas with co-workers and therefore prevents the need for any meeting altogether. The functionalities allow everyone to share ideas without getting into long meetings. 

  • Unmatched results in Sales

The sales team of any organization has to deal with dynamic elements because, at the end of the day, sales deal with humans. It is important to get feedback about the presentation, ask questions that could give insights, and find customer references. These are all possible in Chatter as it offers unmatched functionalities when it comes to sales. 

  • Customer Service

Strong Customer support is an essential pillar in the journey of a business. Easy redressal of complaints and fast response time makes a customer loyal to a particular company and thereby contributes to customer retention. 

As customer support agents are at the forefront of this matrix, it becomes important to empower them with the relevant tools. Salesforce Chatter goes a long way in filling the gap by ensuring the global support teams are united to solve any difficult case at hand. It also offers the option of collaborating for customer success. However, the best utilization of Chatter happens when support teams are able to interact directly with the R&D team to give feedback directly from the customers. 

At last, flagging a case as ‘critical’ invites the right person to collaborate and solve the issues expediently which also serves as a big factor. 

  • Marketing redefined

Just as sales and customer service could reach new heights through collaboration, how can we forget the marketing segment? With the help of Chatter, the teams could collaborate on campaigns, educate employees on company news, test creative scripts, share marketing materials and even share files with ease. 

Marketing is all about coming up with out-of-the-box ideas, and what’s a better way to brainstorm through collaborative tools to get new ideas? This is why Chatter is increasingly becoming a favorite among marketers for achieving new heights. 

  • Lower distraction and email clutter

Shifting from collaborative tools to email and back to such tools takes a toll on productivity. The enhanced distractions such as emails pose issues in cultivating intensive focus. Chatter avoids the need for such emails. 

Also, lower clutter in mailboxes helps in the neat organization of the personal computer. 

  • Using anytime, anywhere

The best part about Chatter is it can be used anywhere and everywhere. You can post to a group, download a file and conduct a myriad of functions remotely through your phone. The app is secure and allows seamless transactions without any hiccups. 


The No.1 enterprise social network Salesforce Chatter surely brings a change in the lives of employees. Recognizing its benefits would make sure the companies exploit its potential to the fullest extent. 

Thanks for reading. Have a great day!


Everything about Salesforce Territory Management: How to Boost Sales & Enhance Revenue

Investment in the right tools we use for our job can save us from countless hours of stress and enable us to focus on the right things. 

When it comes to sales, Salesforce Territory Management plays the role of a reliable tool. From account and territory management to lead and opportunity management, all the solutions are provided under one roof. 

There’s a dearth of literature on how to use SalesForce territory management to benefit sales representatives and enhance revenue. We present you a brief overview of this highly coveted tool you can use to achieve the said results! 

What is Salesforce Territory Management?

Before beginning with the main topic, it’s important that we start from the basics to be on the same page. Salesforce needs no introduction. It is a cloud-based Customer Relationship Management software that is used by more than 1,50,000 customers in the whole world


The company has revolutionized the way sales takes place in the world and empowered the customers to serve customized solutions to their clients. The territory management service is a new feather in its cap where it seeks to organize the sales team in a way that boosts productivity. 

It can also be described as an account sharing system that helps in easy structuring and sharing of data to take important business decisions. 

How does it work?

Almost every business organization has divided its sales team on the basis of characteristics such as geographical area or customer group. The territory management tool also allows the business to assign different territories to the sales team based on the sales potential, geography, history, or combination of these factors. 

It gets quite easy to know who’s assigned to work with which accounts, and it also gets easy to allocate work to the sales reps to achieve targets in a more transparent way. The old way of using spreadsheets and maps gets quite clumsy and this is where Salesforce has not only replaced them but also added several functionalities to make the work even easier. 



Features of Salesforce Territory Management

Having given a brief intro, now it’s time to dig deeper into the several features. 

  • Ideal for all organization

Salesforce is used by all companies ranging from small ones to Fortune 500s. This is why it was imperative to build its functionality in such a way that Territory management can be used by companies with few sales representatives as efficiently as big companies. For example, ‘rule criteria’ allows users’ accounts to be named on the basis of their actual names. This feature is beneficial for small companies with few sales reps. However larger companies can do assignments by number as well due to the sheer size of sales reps. 

  • Role Hierarchy- Organize management relationship

The hierarchy at the workplace demands different information to be used by different people. For example, the VP of Sales may require an overview of figures pertaining to all sales reps, whereas a single sales rep may only need access to accounts within his/her territory. 

The Role Hierarchy feature makes this possible as it prevents unnecessary data sharing and confines data to required people only. This contributes to security of data and also eliminates the duplication of resources and information. 

  • Analytics to provide accuracy and reporting

Performances need to be measured to incorporate further changes. In the present times, the analytics offered by several tools offer this functionality and it’s available in territory management tools too. While using the traditional softwares such as spreadsheets the major time of sales reps goes in arranging data to make some sense out of it, however using Salesforce such efforts are not needed to be put. 

Further the crystal clear visualization of data allows getting a consolidated view of the performances. 

  • More customer satisfaction

As per research by Salesforce, 50% of the time spent by banking agents, relationship managers and insurance managers is spent on performing trivial tasks. Only 24% of the time is spent in actually interacting with customers to deepen the books of business. 

This is why; it doesn’t come as surprising when customers complain about lack of satisfaction with the company and the sales representatives. In this case, if sales reps need to be divested from these trivial tasks, they could focus more on the actual work. Territory management tools allow this leeway. 

In the same way, it also helps reps in playing to their strengths by assigning them the tasks they are thorough in. For example, a sales rep may be good at converting leads, then he/she should be shifted to roles requiring dealing with large clients instead of small ones. 

Things to take care for while Creating Territory plan

  • Effective allocation of resources

While using the analytics, you’ll realize that many sales reps are concentrated in some territory even when no apparent need exists. On the flipside, several territories might require infusion of sales reps to boost customer interactions. A proper analysis of such instances is required to efficiently allocate resources for reducing costs, lowering burnouts among the sales reps. 

  • Asking the relevant questions

Questions such as ‘what are the customers buying’, ‘which events lead to purchases’, ‘what are the bottlenecks in the purchasing cycle’ and others would help in better formulation of sales territory plans. 

  • Sandboxing

Many times it’s hard to be cent percent sure about how a strategy would roll out in actual implementation. Sandboxes can be pretty helpful in such situations. They provide a controlled environment where one can use real data to see how the strategies would play out. 

Salesforce offers such sandboxes to customers based on the requirement. It’s important to use them for getting a clear picture.


We hope the above mentioned information was helpful in making you aware of Salesforce Territory Management. It’s important to take all the necessary actions before beginning with the assignment of sales territory to reps. At CEPTES, we help companies in leveraging Salesforce and Territory management tools to make the best out of their sales plans. 

Reach out to us! We look forward to associating with you!


How a Non-Salesforce Developer Can Become an SFDC Developer in a Week

With AI & IoT taking a centre stage in the world, Salesforce is going to be an indispensable tool in the IT industry. Its partners are already investing in India intending to leverage the potential of the talented young population. 

Even a beginner level developer is offered a salary of Rs.5,00,000 which doubles in just 5 years.



This makes sense to know how to become a Salesforce developer in the minimum time possible. 

Let’s learn the step-by-step process for the same!


Even a beginner level developer is offered a salary of Rs.5,00,000 which doubles in just 5 years.”

To help you better understand this position, we had a chat with Indu Singh, our SFDC developer, who throws more light on this responsibility by sharing her experience.

Here it goes–

How Did Your Salesforce Journey Begin, And Can You Tell Us About Your Transition to an SFDC Developer?

Before joining CEPTES, I was on a maternity break, and it was on and off for around four years. And after those four years, there were drastic changes, and I had to work on those technologies- the changing technology and the one I’ve been working for. As technology doesn’t stay as it is, I was looking forward to new challenging work. And at the same time, I had to work on the previously assigned technology, like the ongoing data on demand, so I was looking forward to something like that. Salesforce is similar to Siebel. It is also a CRM application which is why I was hoping to look into it. Some of my ex-co-workers had gradually moved to Salesforce and learned how to have a lucrative and rewarding career here.

I then researched and found out that the Salesforce Trailhead is available for everyone to access, and I began to explore and started learning from there. It was pretty exciting to learn new things. It is very much open, and whatever you want to know is available, so it was an excellent opportunity to learn without going anywhere to learn, end to end learning happened there. In Trailhead itself, I got introduced to the Salesforce module. It was Trailmix, and I didn’t know much about it and that they provide certifications too. So, this was an excellent motivation to begin my learning journey.



I completed that module, and I wasn’t aware that those employers connect with you after you finish your module. So, I thought that once I am good enough, I’ll start working again by giving my job application.  I completed my Salesforce module; I received a voucher and got the opportunity to get connected with employers. I applied to different companies. I saw CEPTES and that they were recruiting people, and they explained how it was an excellent opportunity to join their team and learn, and I was looking forward to learning since it was almost four years that I was not working. I applied here and successfully cleared the interview rounds and accepted the offer. When I joined CEPTES, I was so thrilled since in just a day or two, my learning began, and I saw that everyone here is talented, and were mostly from the Salesforce background. Everyone is very receptive and is always there to help you out. So, this is a good opportunity for freshers since the mentors are always there to help, and they clear all your doubts, they motivate you and there’s no micromanagement. I would complete the tasks within the given time frame as everyone here is very career-oriented and professional. You get your space to peacefully work here.  So, it was overall good learning, and after 15 days, I joined the project, and there the whole team was outstanding, and one can reach out to even the senior managers or anyone. Everyone here helps each other to understand the workforce better.

Continuous learning takes place here, and the project requirements always keep coming. The one good thing about the working environment here is that they trust you and try to help you.

Do You Have Any Advice to Those Budding Salesforce Developers Who Want to Get Into the Salesforce Ecosystem?

For anyone who wants to explore the excellent opportunity within the Salesforce ecosystem, this is a perfect place to learn Salesforce. I’ve worked in different organizations, but I didn’t see this kind of working environment there. Although I am working remotely, I am working without any hassle. So, any person who is getting an opportunity to work here should leverage the learning and career opportunities here, and from my personal view, I greatly appreciate the ecosystem here. This kind of coordination is worthwhile. And also, a great place to learn Salesforce.

Would You Like to Recommend Any Other Resources to Anyone Who Wants to Become an SFDC Developer?



The most significant benefit of getting into Salesforce is that everything necessary is available, free of cost, and you can start from scratch, everything available from end to end. So, if they want to start, they can start from there and about the certification, giving an overview of the application, there are many other certifications. It depends on what role you want to get in. Every piece of information is available there, so once they log into the Trailhead, they can quickly start, and the journey to Salesforce is specific or Trailmix to motivate.  So, if they begin from Salesforce Trailhead, it will be tremendous, and the journey to Salesforce and other quests and other challenges is posted on the Trailhead website, and Trailhead will be of great options for people who are thinking to start from there.

What is the best thing you enjoy working as an SFDC developer?

It is very much customizable, and it can be as per the user’s requirement. So, lots of modifications can be done, and it is cloud-based, so you don’t have to separate. It is integrated with a lot of new technology and easily customizable.

Can a Non-Developer Become an SFDC Developer?

I see many people who are from non-technical backgrounds. They don’t have a technical degree, but they are working fantastic like any other developers. So, I think anyone can start if one has a passion for working in the Salesforce ecosystem.

To guide you more, here are some step-by-step guides to becoming a Salesforce Developer.

1.  Learn Basic Coding

Starting from the basics is essential to build a solid foundation. ‘Basics’ here means coding, and knowing it thoroughly would give you an unmatched advantage as a developer.

We recommend learning Java as it is a programming language used on almost all platforms and operating systems. 

You can build multiple apps using it. Additionally, it would make learning Salesforce easier. 

How is it? 

This is because Salesforce’s programming language Apex is 95% similar to Java, its coding style and constituents such as syntax.

So where do you learn Java from? 

Thankfully there are tons of resources online that’ll help you get started. And the best part is, most of them are free.

2.  Become a Salesforce Admin

Almost everyone involved in the field of Salesforce recommends knowing the admin side of Salesforce. 

The stalwarts go to the extent of saying, ‘without becoming a good admin one can’t become a good developer’. 

It is suggested that you spend considerable time and effort completing certifications such as Salesforce Certified Administrator, Salesforce Certified Advanced Administrator, Salesforce Certified App Builder, Service Cloud Consultant, and so on.

“The stalwarts go to the extent of saying, ‘without becoming a good admin one can’t become a good developer’.”


Also Read:
Is Salesforce Admin a Good Choice for My Career?


3. Get Your Hands on the Actual Software

Believe it or not, Salesforce is such software that can be used by a common man in their everyday life. 

For example, tracking your visit to the grocery store, your family doctor, or even your job applications can easily be done through Salesforce. 

This would be beneficial in getting a hang of the CRM platform and expediting your journey of becoming a Salesforce developer.

“Believe it or not, Salesforce is such software that can be used by a common man in their everyday life.”

4. Pursue Some Courses for Salesforce Development

Now the next step in your journey would be pursuing a development course from any credible organization. 

And what organization could be more credible than Salesforce itself? 

You can log into Salesforce’s own training platform, Trailhead

It provides great resources however sometimes the newbies get confused seeing a lot of modules and courses at their disposal.

The key is finding those courses that would be beneficial for you in learning Salesforce in the minimal time possible. 

Salesforce releases new updates every four months. You can also follow these sources to learn and upskill. 

Here’s a link to the CEPTES Technopreneur Youtube Channel to learn and develop your skills more. 

The above sites could be helpful for you as a newbie.


We hope the four points mentioned above crystallized the method of becoming a Salesforce developer. Make sure you hustle for a few months to land yourself a high-paying developer job. At CEPTES, we have built a learning-mentoring hybrid model for our employees. This enables our employees to be a learner as well as an implementer. We are seeking high-performance-driven professionals who can join our amazing team. Explore our careers page to know more about different opportunities.

Salesforce, Salesforce Developer

Salesforce and Power BI: Analyze Your Data in Minutes

Salesforce and the integration of Power BI are one of the most demanding tools for any sales organization or the business intelligence team. 

Enterprises often use the Power BI to visualize their entire Salesforce data and tap into additional data sources.

In just a few clicks, you can build a connection between Salesforce data and Power BI. Within a matter of a few minutes, you could visually analyze your data.

Why View Salesforce Data through Power BI?

Power BI helps to analyze business data for sharing insights with rich visualizations. It also offers a desktop version as well as a cloud version. For extensive data exploration and further advanced stuff, you would need the desktop version. Power BI Cloud-based gives an easier way for creating different dashboards.



It is also one of the best options for the marketer as well as for accounting power users.

Salesforce is known as the backbone for sales efforts. To scrutinize data in Power BI, you would find everything sits behind Salesforce’s API.

To obtain data from your Salesforce API to the Power BI, you need to gather data that includes the standard Salesforce Objects such as Leads, Opportunities, 

Accounts, and Contacts accompanying the custom objects.

Obtaining such kinds of data into Power BI can have many advantages as it combines sales data along with different sources like billing or support or checks specific sales KPIs which are relevant and are making sense for an organization.

Connecting the Two Platforms

Visualizing the data of your business and sales can help your organization grow in no time. Viewing business data with Salesforce KPIs enables you to focus on better promising opportunities, understanding the pipeline health, and campaigns or related channels with a specific number.



Although visualizing the data alone will not be enough. You also need actionable insightful metrics allowing you to understand particular questions.

All of These Would Help You to-

  • To understand what to focus on and help you for making better decisions
  • Throw a light on the various angles of the sales process helping you in identifying specific trends
  • Gives you an idea on which customers are giving profits to your business
  • Improves the communication among the internal teams

How to Connect Them?

To have a powerful and unified view across your entire customer data can be done in a three-step process.

  • Pull data from the Salesforce
  • Load Salesforce data in a centralized place for accessibility with Power BI
  • Create the Salesforce Power BI dashboards and analyze data in minutes


With Power BI, it can turn your Salesforce data into beautiful dashboards in just a matter of a few minutes. It’s a new analytics experience for business users. You can effortlessly combine and visualize your entire data. You can push your business further and get to know the spot trends immediately. Getting Salesforce data out of Power BI is not easy and rather could be a mundane task for you. At CEPTES, we help enterprises by effortlessly integrating Salesforce and Power BI to receive powerful insights. To know more, connect with us. We would love to associate with you.

ceptes, Salesforce, Salesforce Developer

How to Begin Your Career as a Salesforce Consultant?

“By 2024, Salesforce and its ecosystem are expected to empower the creation of 4.2 million jobs worldwide.”

Yes, this is a big number, you can say, this number is equivalent to the combined GDP of Thailand and Belgium, or the population of New Zealand. The global impact of Salesforce is much bigger than technology and a company. Over the years, Salesforce has scaled up its platform, modernized and reinforced its products and services.

That’s undoubtedly contributing to its fast-paced growth. That’s why Salesforce professionals are in huge demand. One such prominent and leading role is Salesforce Consultant. 

Do you know they make an average of $41 per hour?

An average salary of $84,681 per annum is what they take home. 

A Salesforce Consultant is a trusted advisor to tackle complex business challenges with technical solutions and bring the best use of Salesforce to the customer.

To guide you more about this role, we had a chat with Sandhya Rani, our lead consultant, who throws more light on this responsibility by sharing her experience.

Here it goes

How did your journey in Salesforce start? Tell us all about how you transitioned from a fresher to a top Salesforce Consultant?

My journey started with CEPTES itself. After completing my bachelor’s in Computer science, I was looking for a job. I received a call from CEPTES HR, who told me the role was related to Salesforce.

At first, I thought it was related to Sales and almost refused the opportunity. Then they explained about Salesforce to me and I decided to give it a try.

I was tested for my knowledge of JAVA, and I cracked the test. 

Following that, we had two and a half months of insightful training provided by CEPTES.

My journey started with the admin role, as previously I was into coding. While learning Salesforce, I realized I can visually experience my work, like every addition, editing, and configuration I can see in the UI. That was very intriguing for me.

After the learning sessions, we used to get tasks to comprehend the learning practically. That’s how we learned and practiced our Salesforce skills. 

With extensive guidance and mentoring and evaluative tests, I was brushed up on my Salesforce skills. 

After the training, 10 people were selected out of 20, and I was one of them.

That led to the beginning of my journey at CEPTES. Initially, I was working on internal projects only as customer projects required experience. Whenever I was stuck somewhere my colleagues and mentors were there to guide me and ensure smooth sailing for me. 

After getting relevant experience, I started working on client projects as well. 

Now I can confidently say that “Starting my Salesforce Journey with CEPTES is my best career decision someone can make”. 

Any advice you would like to give to the budding Salesforce developer who wishes to become Salesforce Consultant?

Whip up your concept crystal clear. Don’t think I should know Salesforce as I want to get a job. Start learning it from basic, slowly and steadily you’d be able to set your foot in the Salesforce Ecosystem.

First of all, start learning the admin part, master the basics and then move to the next steps.

Learn about the security, profile, permissions, sets, and everything important. It doesn’t matter if a person is very good at coding but if he/she doesn’t know the basic Salesforce things, their chances to land a Salesforce job decrease. So, for anyone aiming to be a Salesforce Consultant, the utmost priority should be clearing their basic Salesforce concepts. 


“Salesforce Consultant: The Trusted Salesforce Advisor”


Is it true for anyone entering the Salesforce ecosystem, mastery of the Java programming language is mandatory?

The programming language we use here is very much similar to Java but is much more straightforward than Java or any other programming language.

To some extent, a person knowing Java is at a gain.

However, the best part about Salesforce is that it is a no-code or low-code platform providing more diverse opportunities than coding. This incredible feature is exclusive to Salesforce.

Does the Salesforce ecosystem prefer the least involvement of coding or minimal coding?

That depends on the target of every Salesforce professional. If you can achieve anything without code then the client will be a lot happier.

So, the client mainly expects consultants to provide minimal or no coding?

Yes, not just the client but even as a consultant, we want to build the product with zero or less code to be more efficient.

Do I need to pursue any Salesforce Certification or Training to become a Salesforce Consultant?

It’s not like any training we have to do. It’s just a thorough learning process. That’s the crux. 

“You have to learn everything, not like you have to do any training”. 

It is good to have any certification. That qualifies you’re a certified developer.

Can you tell us the certifications a Salesforce Consultant can take?

Start with Salesforce Admin Certification.

Then, you can move to the higher level with Salesforce Certified Platform Developer I Certification and simultaneously to Salesforce Certified Platform Developer II Certification and so on.

Here’s the list of certifications I did-

  • Salesforce Certified Administrator
  • Salesforce Certified Platform Developer I
  • Salesforce Certified Platform Developer II
  • Salesforce Certified Platform App Builder

How does Salesforce stand out from other technologies?

  1.   No coding requirement
  2.   Fastest growing industry
  3.   Salesforce is unrestricted to one thing. It has hundreds of options for you to start a career. 

How’s your day at work look like?

As a consultant, our number one priority is success for our customers.

Our day starts with a meeting where we discuss all tasks we have to do today, what is the timeline to complete the assigned tasks.

We need to communicate internally with multiple teams to efficiently bridge the gap between business problems and practical solutions.

Evenings will be spent to resolve the tickets under our name. 


Today, the world’s enterprises are experiencing a digital transformation. And cloud computing, growing at a much higher speed than IT as a whole, is a crucial factor in that transformation. 

With its robust growth, Salesforce drives the growth of cloud computing.

We are looking for highly enthusiastic individuals for our fantastic team. With the right mentoring by CEPTES, you can build a lucrative Salesforce career, even if you want to start your career from scratch. Explore our careers page to join our team.

Financial Services Cloud, Salesforce

Salesforce Financial Services: Meet the needs of a new global market landscape

Research states that 72% of clients would rather bank with Google than their traditional banking companies. What does that point to? It means customers aren’t quite satisfied with the services provided to them.

They are looking for more personalized, proactive, and goal based outcomes that are currently provided by companies such as Google in their niche. And this is where Salesforce Financial Services cloud comes into picture. The world’s no.1 CRM platform has reinvented its services to cater to financial sectors ranging from insurance to banking to wealth management. 

Let’s have an in-depth discussion about how Salesforce can be beneficial for your organization!

What is Salesforce Financial Services Cloud?

Salesforce is a customer relationship management solution that brings customers and companies together.Having created its forte in the CRM industry, the company expanded to fill the gaps in the financial sector. Offering more customization then the sales cloud and traditional CRM platform it is designed keeping in mind the requirements of customers and ease of working for the professionals. 



When it was first released, it was built keeping in mind the wealth management sector. Now it is catering to different sectors such as insurance & retail banking. It offers unmatched performance in security, data privacy of clients & helps the enterprises in scaling their business. Salesforce releases updates and functionalities at least 3 times a year to further consolidate the working of the FSC. The features solve many issues: longer sales cycles, stringent regulations, high competition, growing customer demands and so on. 

Ahead we’ve discussed the several features that come packed with FSC. 

Features of Financial Services Cloud


  • Lightning Empowered Solutions

As per research by SalesForce, 50% of the time spent by banking agents, relationship managers, insurance managers and likes is spent in trivial tasks such as gathering customer info and assembling it to form meaningful results. Only 24% of their time is actually spent in deepening books of business. This points out that they have worked in a siloed information system leading to a disintegrated view of the clients. 

Salesforce FSC cures this anomaly and provides informative dashboards with more info in less number of clicks. The agents could combine the different available data to make meaningful outcomes for providing personalized services to their customers. 

  • Financial Accounts and Goals

As already mentioned, the platform supports different financial accounts such as Investment accounts, Bank accounts and insurance policies, but the real beauty lies in the depth of information provided. 

The agents could see financial goals of individual clients and build investment strategies that cater to those goals. This feature is in line with the goal of providing hyper personalised service. 

Further, the data of each member of the household is also visible which gives a holistic idea of the family and their financial goals. 

  • Action Plans

There are several processes that need to be adhered to in the financial sectors. Some of them could be easily automated to save the time of agents and employees. Actions plans can automate repeatable tasks and even assign work to team members to ensure compliance at every step. For example a private banker can easily onboard a new client and leave it to FSC to automatically assign tasks that need to be done for a smooth experience. 

  • Work on the Go

The platform works on mobile devices as well and can be synced in real time. This feature is quite common in basic apps such as Gmail and tons of features like this in our apps have made the experience even better. You can enter any information on your mobile platform and find it on your PC, all thanks to cloud technology.

  • Filters to make the work easy

Need to check the clients you recently contacted? Just use a filter!

This is just a typical example; the platform has provided different filters such as birthdays and so on. Overall, you could get a 360 degree view with the lightning platform.

How different sectors benefit through Financial Service Cloud

We have listed different sectors and the beneficial effect Salesforce FSC would have on them. 


  • Banking

In the retail and mortgage banking sector, FSC can create such a digital experience that is consistent with customer’s expectation. The banks would be able to create such personalization for the customer as if they are meeting them in person. 

On the other hand, when it comes to premier banking, having access to info of customers such as career milestones, household relationships, preferred channels, and financial objectives would enable creating a trusted relationship. 

Our special emphasis on business banking helps agents get an overview of customer’s business and personal needs to cater personalized services to them.

  • Insurance

Insurance is a quintessential need of customers nowadays and having a complete view of all the services requests placed through web, social media, email, call centres helps assisting the customers in a better way. The added flexibility of prioritising inquiries based on urgencies works wonders in assisting customers and gaining their trust. 

Also the agents could be there for customers at a short notice with SOS video chat option. This helps in being there at times of distress. Other than that, just like the banking sector, the insurance sector could also leverage customer details and publicly available data to provide personalized solutions and exceed their expectations. 

  • Wealth Management

The ability to automate routine processes and keeping track of referrals helps in boosting productivity and seamlessly on-boarding new clients. 

As per research, 51% of investors are dissatisfied with the advisor’s ability to meet their needs and this is where Salesforce Financial Services Cloud would help your firm in getting an edge and nurturing deeper relationships with the clients. 


Reach out to the best Salesforce Developer in town


At CEPTES, we are a team of certified consultants helping banking, financial, wealth management, and insurance services improve productivity, minimize costs, and optimize productivity. We have more than a decade of rich experience in the Salesforce platform.  

We look forward to offering enterprise grade customer support for assisting you in implementing Salesforce Financial Services Cloud

Hope you found the piece helpful. Reach out to our supportive customer support executives for knowing more!


Why Do You Need SFDMU for Data Migration in Salesforce?

SFDX Data Loader plug-in (SFDMU) is one of the latest and most powerful data migration tools for Salesforce and a great alternative for the earlier data loader application. 

The SFDMU plug-in will be useful to populate your org (scratch/ sandbox/ dev/production) using the data imported from different org or CSV files.

The tool supports all the essential CRUD operations such as (Insert/Update /Upsert/Delete) as well as for various related sObjects.

The SFDMU comes with many advanced features that none of the existing tools could offer, and it will make your data migration a fast and seamless process.

Major Features of the SFDMU Tool:

  • SFDMU supports migrating data directly from one Salesforce org to a different Salesforce org without needing the intermediate CSV files.
  • It allows the migration of multiple objects at the same time. 
  • The tool is compatible with exporting/importing data to/from CSV files.
  • It supports composite external Id keys.
  • It does not need any special External Id field to update or upsert operations to bind relevant sObjects. 
  • The tool supports Object Mapping and Customized Fields when the name of the fields and objects in the Source and the Target vary. 
  • During data migration, the tool saves the Record Type for each record.
  • The tool manages self-referenced fields, for example, Account.ParentId.
  • Provides support for Full Person Account. Processes record sets containing mixed Business & Person Accounts.
  • Supports the migration of relevant attachments, notes, and files, which includes binary data.
  • Comes with a built-in data anonymization feature and replaces the original data source with random values while updating the Target.
  • Enables customized binding of polymorphic lookup fields.
  • Provides complete safety and security. The operations are performed on the client’s machine without any cloud interaction.
  • The tool is fully configurable using a JSON file and it is user-friendly.
  • It is quite fast and carries out processes for only a selected subset of fields and records to insert and update and does not touch anything else. 

Installation of SFDMU


The Main Window of SFDMU GUI (Source:

To use the SFDMU tool property, you have to install a GUI tool and the Data-Move-Utility plug-in to simplify the process:



The second one in the screenshot, the SFDMU Desktop App is a useful GUI tool that simplifies the use of SFDMU based on Electron.js.


Steps to Use the Tool

To run the tool, type the npm start command in the SFDMU-Desktop app:

npm start

The user needs to register and sign in:


SFDMU GUI Login Page (Source:


After login, you need to select the source and destination file in the first step:


Selecting the Source & Destination Files (Source:


In the next step, you need to set the point of the migration:


The Possible Options in SFDMU for the Migration


The settings are:

  • Object Fields
  • Object Settings
  • Fields Mapping
  • Data Anonymization

The final step is to execute the migration.



Then the tool will display the execution steps during the migration process.


Execution Steps on SFDMU GUI (Source:


Overall, the SFDMU tool provides the most seamless way of data migration from various relevant sObjects between Salesforce orgs.

Climb Success Ladder Faster with CEPTES
ceptes, Salesforce, Salesforce Developer

Climb Success Ladder Faster with CEPTES

Salesforce is one of the fastest-growing sectors in the IT industry. With cloud gaining popularity among modern businesses, the need for a Salesforce cloud solution is on a rapid rise. As a result, the demand for qualified and competent individuals with expertise in Salesforce is also rising. A career in Salesforce development can be immensely rewarding provided that you join the right team and good organization, such as CEPTES – a top-rated Salesforce Certified Silver Partner.

Joining CEPTES could be the wisest and the best decision you will ever make towards ornamenting your curriculum vitae and adding value to it. Some of the top reasons why CEPTES is the best workplace for you include-


Rewards and Recognition: 

Undeniably, money is the biggest motivator for any job or business we endeavor in, but, at the same time, we all strive for recognition also for our efforts. At CEPTES, you will get amply rewarded and recognized for all your valuable contributions on the job.


Rewards & Recognition 

A Culture of Innovation: 

Innovation is not just an expectation here, but it is also a culture we foster. In other words, every employee is encouraged to share his/her innovative ideas, participate in brainstorming sessions that lead to innovation, and frankly & fearlessly come up with unique suggestions that may help product/service/solution/process improvement.


A Culture of Innovation

Flexible Working: 

Some of us are highly productive in morning hours whereas others tend to work more efficiently in the second half of the day. Therefore, we understand these human limitations and encourage you to work at your preferred shift (from the available options in your department).


Flexible Working


Also Read: Conquering the Cloud: CEPTES Journey So Far


Great Learning with Industry Experts: 

We are happy to have some of the brightest and most brilliant Salesforce experts as our team members. When working with these highly skilled people, you stand to gain a lot in your learning and knowledge about the Salesforce technologies.

In short, you will climb the success ladder faster with CEPTES as you learn more and achieve more in all spheres of the fantastic platform called Salesforce.

Some of the challenging and significant roles you can apply for include:

You can join our ever-expanding team of Salesforce experts at different levels – from entry-level to mid-level and senior management.

Salesforce business analyst – As an analyst, you will closely monitor the progress of the company and competition, figuring out what works the best and what doesn’t, create user requirements for the implementation of Salesforce.

Salesforce functional consultant – You need to have Salesforce implementation skills and expertise in other features as well. You will be someone who accepts user requirements and interprets these into solutions that are ready to be implemented. No or little coding is required as point & click functionality is used for the purpose.

Salesforce Architect- As a Salesforce architect, you will be overseeing and supervising complex solutions and ensuring their success.

Salesforce Developer- As a Salesforce developer, you will be working on various client projects – helping our clients get the most of Salesforce as a SaaS, PaaS, or IaaS solution.


You can also apply for AppExchange roles that include:

Implementation Experts – From simple Salesforce implementation that even a Salesforce Admin can also handle highly complex Apps like Accounting packages or CPQ tools, you will make sure performance is done professionally and immaculately.

Support Roles – Apps need ongoing support, and this is what you will be doing if you opt for support roles.

You can assume many other roles and responsibilities, depending on your qualifications, expertise, experience, skill-set, and interest. Please visit our careers section or connect with the HR team to explore great career opportunities for you at CEPTES.

COVID-19, Salesforce

Salesforce Vaccine Cloud: Streamline Vaccine Management

“Designed to allow scheduling appointments more efficiently allowing it to integrate with any scheduling system.”

As the global vaccination effort is underway to end the COVID-19 pandemic, Salesforce has offered vaccination solutions to accelerate these efforts. 

Salesforce has launched a vaccine cloud solution designed to make scheduling appointments easy and effortlessly manage it to integrate with any scheduling systems in use. 


Designed to allow scheduling appointments more efficiently

The Vaccine Cloud upgrades are free, and it offers more reliable ways to schedule their vaccine appointments. In late January, Salesforce first launched the Vaccine Cloud to ease vaccination programs for various organizations to manage the vaccination programs end to end on a single platform. 

Salesforce’s new capabilities to Vaccine Cloud allow residents to help them pre-register to receive a vaccination on their own through a scalable website while eliminating the need to refresh the page constantly. This helps them to know new appointments or wait through their phones.

Once the residents are eligible for the vaccination, they are notified either through a text or an email to schedule their appointment. 

This helps them to avoid waiting for the moment when the slots are released on the website. 

Vaccine Cloud Connects People to a Personalized Scheduling Process

Vaccine Cloud Connects People to a Personalized Scheduling ProcessVaccine Cloud helps several organizations like healthcare enterprises, health care providers, and government organizations to manage vaccine administration hand-in-hand. 

Vaccine cloud benefits with an efficient vaccine management ground. It also helps the front liners like the health workers to plan and administer vaccination approaches to connect and reach people in a great latitude.  

  • Understand, track and communicate with the people.
  • Avoid delaying digital vaccination, do not keep it pending for extended days.       

It helps one connect to hundreds of vaccination sites, making work simplified. A precise workflow helps an enterprise manage vaccine administration with great ease. 

Healthcare enterprises can easily manage dosage, monitoring, scheduling, and staff training.

Vaccine Cloud connects people in a more personalized scheduling approach by enabling them with a one-time link use ensuring equal access to the system. 

When someone clicks on the link, it shows when and where the available appointments are and holds a place until the appointment gets booked. 

It also helps several organizations to scale the online vaccine distribution. 


It’s imperative to integrate ethics with the vaccine management process since hundreds of decisions are made every hour to establish a smooth digital experience. When all the countries are in a race to mobilize the spread of COVID-19, vaccinating a massive cover of their populations as quickly as possible. While the virus is spreading rapidly with no sign of disappearance, businesses possess a vital role to play over blunting misinformation, becoming facilitators and educators to tackle situations. To know more, connect with us