Tag: salesforce


Introduction to Salesforce Industries and OmniStudio for Architects

When Salesforce acquired Vlocity in 2020, what it promised is the sync between the core platform and industry-specific solutions & processes. The intent of such transformation was to cater to both specific business needs and regulatory and legal requirements of companies. Another noteworthy fact is that Salesforce Industries offer various data models that serve industries such as Insurance, Media & Entertainment, Health, Consumer Goods, Government, Communications, Energy & Utilities, and Manufacturing.


What is Salesforce OmniStudio?

It is an outstanding suite that includes a variety of elements for different tasks. These are –


  • OmniScript
  • DataRaptor
  • Integration Procedure
  • FlexCards


All these are innovative tools for architects that enhance productivity and innovation. Moreover, these are known to reduce costs up to a great extent. All these serve you well with aspects that are customized to suit your requirements.


How does Salesforce OmniStudio empower an architect?


It is the dire need of every architect to have remarkable tools that help them deliver the exact needs of the industry with innovative solutions. This is what Salesforce OmniStudio does for you. It brings everything into one platform for you to deliver the best in a quick and convenient manner.


Architects can immensely benefit from the wide spectrum of data models that Salesforce Industries offer for data customization, which are industry-centric. The model allows adding/ customizing new objects and fields, ceasing the scope of replication.


Let us now understand the components of the suite that Salesforce OmniStudio offers-


Architects across the world prefer tailored solutions for technical and maintenance aspects of operations. You now have the option of adding OmniScript as a part of your business ecosystem to extract solutions that are declarative. If you are looking for digital experiences which can be easily integrated into your website, then use this tool to get the best out of your engagements. It will help you to seamlessly negotiate industry-specific cases.

Using OmniScript to design your business layout is a wise decision. It enhances interactions by offering tools that are user-friendly and adds an edge to what you would offer to end-users. Moreover, you can avoid the stress of configuring the codes since it comes with ready-made aspects which could be used across channels and devices.


Below are the functionalities of OmniScript:

  • It composes interactive processes for easy usage, blending these with branching. It thus displays various fields as per the requirements of the user.
  • It comes with a drag-and-drop editor feature to work on the OmniScript. You can use this to proof-study your work. You also have easy troubleshooting tools built within it to fix any errors/ modifications.
  • Runs across devices and channels. Whether it is on a mobile or on a portal, it can be accessed with convenience. In case you are using CMS or a mobile app, you can leverage on OmniOut to install LWC OmniScripts for these systems.
  • It distinguishes between the JSON metadata structure, the data, and the templates. It thus allows prototyping the experiences of users, enabling reuse without any hassle.
  • DataRaptor enables the accessing of OmniScript in Salesforce as well as across external data sources.
  • Allows you to generate an LWC for your company. This can be used either in the Lightning App Builder or with the help of a FlexCard.



DataRaptor is simply a mapping tool, which allows you to efficiently extract, store, and access data. In any business, there should be an easy configuration option for negotiating data and DataRaptor does that for you. With this, you can extract, load, and transform the data at any given point in time.


The three components of DataRaptor are:

  • DataRaptor Extract— To retrieve and transform Salesforce data. DataRaptor Turbo Extract allows you to restore data from a single Salesforce source
  • DataRaptor Load— To transform and save data
  • DataRaptor Transform— To simply transform data


DataRaptor is the bridge between OmniScript/ FlexCard and Salesforce. It sends data from Salesforce to these sources and sends updates from these back to Salesforce. It can auto-generate Apex REST endpoint to work seamlessly with external arrangements.






Integration Procedure

It is simply a declarative process generating numerous actions with a single hit. It reads data from Salesforce and writes data back to Salesforce. It can do the same from external systems, which is done through REST calls. It also performs the function of executing Apex code without user interaction. It is generally a source of data for FlexCards.


Below are the functionalities of the Integration Procedure:

  • Carries out and maintains multiple data sources (Salesforce, external systems via REST, and Apex).
  • A potential data source for a FlexCard, OmniScript, API, or Apex.
  • It can trim the data which comes back from the server to the browser, decreasing server/ client data transfer.
  • Processes humongous data quantities.
  • Allows you to retrieve/ transform data from third-party sources with zero user interaction.
  • It is a click-based tool, which comes with easy integration and configuration.
  • To work seamlessly with external systems, it automatically creates Apex REST endpoints.
  • It is compatible with Declarative Platform Cache configuration which in turn escalates performance and reduces server processes even with huge volumes of requests.



Integral to Salesforce Industries is FlexCards. It is an application for creating industry-specific UI components by prioritizing customer needs. It uses the LWC framework. FlexCards come with easy deployment options for Community Builder and App Builder.


FlexCards acts as a source of data for platforms like DataRaptor, Apex, Integration Procedure, SOQL, REST, etc. If you use FlexCards to represent data, only the relevant data for the user would be on display. Thus, the outlook of FlexCards changes with respect to the data as these are dynamic in nature.


Below are the functionalities of FlexCards:

  • Displays relevant information in a concise and readable manner.
  • Enhances business operations upon collaboration with contextual actions.
  • Can be used across devices and channels as per customer preference.
  • Assesses data from various sources such as Salesforce and external systems.
  • Has a WYSIWYG editor; is declarative and does not require any coding.
  • Auto-creates LWCs.




You are now aware of the vast scope that Salesforce Industries and OmniStudio create for architects. Not just this, it will also evolve and enhance functionality with time, ensuring outstanding productivity and innovation for architects. Salesforce and OmniStudio decide the future for you!


For more such insightful content, check out our blog section. Explore our careers section for exciting opportunities.

Salesforce, velocity

Road to Becoming a Certified Salesforce Vlocity Developer

We all need a roadmap! It provides us clarity, explains where we are heading, and helps us in keeping everything on track.

So when you are on a journey of doing any certification which is important while taking the role of Salesforce Vlocity Developer, it is imperative to have a clear roadmap that can align our daily grind with the long-term career goal!

Here, we present before you a plan that can help you go easy on the road to becoming a certified Salesforce Vlocity Developer. Let’s get started:


Things to do on the road to becoming a certified Salesforce Vlocity Developer:


  • Start inculcating the Salesforce-specific skill set

Companies are aggressively looking to have a competitive advantage over others with the help of Salesforce technology. However, they are still facing the age-old hurdle of finding the right talent for their organizations that can use this technology efficiently for them.

There is already high demand in the market for the Salesforce-specific skill set where companies are rewarding the deserving candidates with various lucrative financial benefits.

Though we would get into the target areas in detail later on, however, we just want to give you an overview of the skill set which would be essential for the role of the Salesforce Vlocity Developer.

Therefore, make sure you develop your coding skills, enhance your technical knowledge, adopt a problem-solving attitude, get well versed with the know-how of the Salesforce platform, and inculcate good communication and presentation skills as you could be interacting with clients or customers of the companies.

Hence, the first step would be to adapt yourself to Salesforce working by developing these skills as it would pay you handsomely in the long run!

  • Have familiarity with the Salesforce platform

Adding on to the previous point of possessing the requisite skill set for Salesforce technology, it is important to have full knowledge of how to shape, create, and customize the programs or applications on the Salesforce Platform. 



Remember in the job of the certified Salesforce Vlocity Developer, you would be required to deal with the client’s Vlocity apps made on the Salesforce platform. Therefore, make you develop the essential prowess in working on Vlocity programs on Salesforce as it would form an essential feature of your job. 

Needless to say, if you want to have a strong command on creating and customizing programs built on the Salesforce platform, it is a must for you to have complete knowledge of using the Salesforce platform!



  • Understand the responsibilities of this role!

Once you have understood the basics of Salesforce, it is time to know the role and responsibilities of the Salesforce Vlocity Developer. This bird’s eye view of the work description would help you in knowing the areas where you are lacking so that you can later work upon them! 

Every job description for the Salesforce Vlocity Developer involves customizing the platform’s different applications by working on custom platform development like Apex and Visualforce and complex data migrations. 

For a simple understanding, Apex is like Java for Salesforce, a platform for creating SaaS applications (software as a service) on Salesforce’s CRM functionality. You may be required to work on a low-code development platform for building customized apps with premium features as per the client’s requirements. 

Further, the creation of customized interfaces and developing pages in Salesforce through Visualforce would also be part of your work requirements. Knowledge of Vlocity platform capabilities including Integration procedures, OmniScripts, Vlocity Data Model, DataRaptors, Flex cards, Calculation Matrices, and Procedures, would add to your profile as there would be frequent instances when you would be required to work on it.

You need to understand the type of technical role that is given in this job where you are required to know about Salesforce development including APEX, SOQL, Salesforce Lightning Platform, Vlocity OmniScript, other Vlocity programs, and various other tools. 

After understanding the Salesforce platform, you can start learning the coding or programming languages like APEX or Java, and then move on to other things. If you have worked earlier with the Vlocity platform or OmniScript, then it would not be very tough for you to get adjusted with the work of Salesforce Vlocity Developer.

Remember, at the outset, all these work descriptions may haunt you and stop you from choosing this field, however, it is not that tough as you consider it to be! With the next step, we will tell you how it can be done even if you have only a little experience while working on Salesforce.

  • Choosing the right material for the preparation of the Salesforce Certified OmniStudio Developer Exam

After learning the work description of this role, now it is time to aim for getting the certification so that you can start your dream job as soon as possible. The Vlocity Platform Developer test will be has been redesigned into Salesforce OmniStudio Developer after Vlocity credentials have been aligned with Salesforce Credentialing Program on Trailhead.

This exam holds significant relevance as it would serve as a testimony to your skills and knowledge of creating cloud applications using OmniStudio declarative tools.

At Trailhead, you can start preparing for this credential by getting the exam guide and materials containing the relevant preparatory material for your exam. Further, you can also participate in virtual classes available on various platforms and have an in-depth understanding of tough topics like Flex Cards, OmniScripts, Integration Procedures, Data Raptors, Calculation Procedure and Matrices, and Integrated Troubleshooting and Development.

Make sure you go through the reference material carefully before the exam so that you do not face any difficulty in getting the certification of Salesforce Vlocity Developer!

Note: Hope you found all these steps useful for embarking on the road to becoming a certified Salesforce Vlocity Developer. Given the technical requirements of this certification, ensure you have good knowledge of the required topics before the exam. Don’t worry if you do not have much knowledge about all the mentioned topics, always remember that every journey begins with a small step. So, get ready for it and start preparing yourself for this role. Thanks for reading!

salesforce velocity

5 Great Reasons to become a Salesforce Vlocity Developer

Salesforce is the number 1 CRM (customer relationship management) platform today. It helps different departments like marketing, commerce, sales, IT, and service of a business to work together as one integrated CRM platform.

Some of the uses of Salesforce are:

  • Growing business faster
  • Building, launching, and scaling eCommerce
  • Providing great customer service
  • Engaging with customers
  • Empowering teams to work from anywhere 


There is no iota of doubt in saying that Salesforce is set to be the most in-demand skill in the future, and with Salesforce comes the opportunity to become a Software Vlocity Developer.


Whether it is about customers selecting the most relevant data package for their mobile phones, analyzing the pros and cons of insurance packages, or filling up the gas details online – there is a software industry developer involved in the work that goes behind.


If you’re planning to build a career in Salesforce, keep reading further as we will walk you through the top five reasons why you should become a Salesforce Vlocity Developer. Ready? Let’s go!


What Is The Role Of A Salesforce Vlocity Developer?

First and foremost, let’s understand what exactly a Salesforce Vlocity Development does. 

Well, it’s simple. A Salesforce Vlocity Developer is responsible for the development and integration of custom solutions like Vlocity, Apex classes, Visualforce, and more on the Salesforce platform.




Got a basic understanding of the profession? Let’s discuss the top five reasons why you should become a Salesforce Vlocity Developer In 2021:


  • You Will Be One Of The Few On The Forefront In Salesforce 


Earlier, Salesforce was all about strategic solutions where one focused on the features of a particular software tool and sold it further to a broad group.

For instance, a business purchasing Service Cloud to enhance and streamline their customer support service operations followed by marketing efforts.

This was not a wonderful experience for the customers, especially when a business needs multiple tools in various departments. Managing and using different tools to deal with all the lists was difficult as well as messy.

Now, Salesforce offers a more holistic view across multiple software while providing better and more efficient solutions. So, the Service Cloud expert gets replaced with one manufacturing expert that can handle all the use cases well. 

Salesforce has not only helped in simplifying processes but also in saving a lot of time. This is the reason why Salesforce is expected to grow greater than ever. Those who are planning to build a career in Salesforce are definitely a step ahead as this ecosystem has an extraordinary scope ahead in the future.


  • All Set To Be In High Demand 


Salesforce has the potential to increase developer resources whilst reducing costs. This is why salesforce developers have a significant demand in the market today.

There are innumerable specialties such as health, communication, consumer goods, financial services, media and enterprise, and manufacturing within the industry. With increasing demand and limited talent, companies are always on the lookout for the right talent. 

This also implies that one can expect a high package is equipped with the right skills. Moreover, with more and more companies wanting to overcharge their operations with the power of Salesforce industries, the value of this profession is all set to rise in the future. 


  • The Consumer-Focused Industry Lets You Access The Impact On A Daily Basis


The work in the Salesforce industry impacts the consumers on an everyday basis. This allows one to easily witness, use and access the solutions they create. 

The Salesforce industry is highly consumer-focused and is pacing forward quite fast. It’s great to see your own solutions being used and liked by consumers on different websites across the Internet. Seeing your own work and its magnificent impact is a great motivator in itself.


  • Less Workload And Better Solutions

A software developer often faces a situation to choose between declarative solutions and creating solutions. If possible, one should choose the former. Here’s why:

  • Declarative solutions are a lot simpler and quicker.


  • These solutions are low code. Maintaining too many codes can be a tough job. Declarative solutions need less code and decrease your workload significantly.


  • With declarative solutions, you will have to face lesser issues when new versions get released with every cycle as their development is native.


  • The work is easier to grasp as well as document for others and future reference. Creating a code that can easily be run by another developer is the need of the hour.


  • Developers have a good range of declarative solutions with them. This helps them to save time and effort to code. This saved time can be utilized on other projects that need your attention.


  • Multiple Career Opportunities To Grow


As an in-demand tech professional with a relevant skillset, you will get exposed to a number of career prospects. 

Not only is it a stable career choice but also quite financially promising. Salesforce is expected to create jobs in India, Canada, Australia, the USA, etc. Moreover, salesforce development is one of the most trusted career options out there.


Let’s Wrap Up!


A career that is high in demand, trusted and secure, well paying, impactful, and even was impossible until Salesforce came into play! Today, becoming a Vlocity Software Developer is a great option due to its ever-rising demand in the market. 

There are various resources like Trailhead that can be utilized to master as a Salesforce Developer. The blogs section at CEPTES provides some valuable insights on Salesforce that can help you learn more about Salesforce Development. 

We’re always on the lookout for passionate Salesforce developers to join our team. Feel free to check out our careers page to explore various amazing opportunities!


Make Sales Cloud 360 Integrations Fast and Easy with MuleSoft Composer

Make Sales Cloud 360 Integrations Fast and Easy with MuleSoft Composer

Digital experiences are the new age mantra for demanding customers who are looking out for more productivity from companies. With this rise in the shift towards digital scenarios, an ever-rising need to access, unlock and use data has arisen.

Employees must be able to unlock and automate data at faster speeds, through smoother processes to fulfill customer demands.

To keep up with these ever-changing technology trends, market expectations, and data advancements, automating your sales processes with advanced integrations is a must. As a fact, over 30% of the sales-related activities starting from sales planning to churn prevention can easily and effectively be automated.

Nevertheless, it is often noted that over 54% of diverse business users across different fields face serious issues and difficulties in connecting data from various apps.
Where does MuleSoft Composer enter the picture?

MuleSoft Composer for Salesforce is primarily based on the Anypoint Platform which allows breaking down data and silos. It further helps in automating integrations with easy and quick clicks instead of complex coding.

MuleSoft Composer for Salesforce can make the task of sales ops easier than ever by connecting multiple external apps and data to Sales Cloud. Moreover, this is done efficiently through clicks, not complicated codes. All this can be easily accomplished from inside Salesforce which your team is already using.

The article talks in detail about Sales Cloud and MuleSoft Composer Integration and how these integrations can be made fast and easy with the former. 


Sales Cloud 360 Integrations

The modern-day sales operations teams are all up for multi-tasking to achieve new heights in sales management. They are striving towards using technology and technology-driven systems to minimize or remove any and every sales-related roadblock.

Automating complicated workflows is on the top of their priority list. This not only allows the sales representatives to sell more, but it also provides several other add-on benefits.

However, it is not uncommon to note that such integration systems face grave challenges that slow down revenue growth as well as business expansion. Therefore, it is of utmost importance to adopt and adapt this integration software in a manner that brings on advantages and benefits only. 


This often results in experts combining two salesforce products to make the resultant system more powerful and capable of solving organization business or department obstacles.  

What EXTRA does MuleSoft Composer offer for Sales Cloud 360 Integrations?

Your Salesforce admins can be empowered with MuleSoft Composer’s no-code solutions for multiple uses including unlocking data, automating integrations, and a lot more. The greatest advantage of using MuleSoft Composer is that it empowers your team’s non-developers who are often handicapped with complicated technicalities.

With its pre-built connectors such as NetSuite, Salesforce, Workday, Slack, Google Sheets, and Tableau, it makes the task for sales representatives quite easy.

Some of the most sought after reasons why people are preferring MuleSoft Composer for Sales Cloud 360 Integrations are as follows: 

  • Building integrations with clicks inside Salesforce
  • An expansive library of pre-built connectors
  • Delivering connected experiences faster
  • Preview option available while building connections and design with real data
  • Monitoring every error with automatic alerts
  • Easy team collaborations from anywhere, any time 
  • Along with customer experience, the overall employee experience also improves drastically 

Here’s a list of 3 not-to-miss best practices offered: 

  • streamlining sales operations and automating workflows
  • accessing back-office sales data from NetSuite and more directly within Salesforce itself
  • scaling business processes to drive revenue growth


New features added to MuleSoft Composer in 2021:

1. NetSuite:

The NetSuite Connector is a cloud-based business management software responsible for synchronizing data and automating business processes. It assists in activities such as ERP financials, CRM, eCommerce, inventory, etc.

2. Workday:

Workday Connector is a Software-as-a-Service (SaaS) solution that gives one access to standard Workday functions such as human capital management, staffing, recruiting, and performance management.

3. Tableau:

Tableau is a business and analytics tool that helps to stay connected to all the business data in one location. 

4. Google Sheet:

The Google Spreadsheets Connector helps in connecting to Google Spreadsheets API in real-time. It thereby helps to access, create, and edit Google Sheets at great ease.

5. Slack:

The Slack Connector is used for connecting to the Slack platform. 

To conclude, MuleSoft Composer can be your next go-to tool for making easy, faster, and more efficient Sales Cloud 360 Integrations. Companies strive to offer the latest digital services and experiences to their customers, and in the process must cater to their challenges. These diverse challenges extend to systems, data silos, and much more. In order to help their customers access data easily and anywhere, helping out employees by easing out their workflow and supporting the business by managing integrations better. To know more, connect with us

COMPOSITE API Bunch Multiple Calls within a Single API Request

COMPOSITE API: Bunch Multiple Calls within a Single API Request

Composite API is a design approach to bundle API requests consecutively into a single API call. 

Now a client doesn’t need multiple round trips to a server but can make one API request with a series of calls and gain one response.


It provides a choice to make numerous combined Callouts to the Salesforce and facility to refer the values between all nodes in the body request.


For example, if you have created an account using the REST API call and now you want to create 10 Contacts, you need to write a trigger in the Account. But by leveraging the composite API feature, you can create Contacts together with the Account in one single API call.


How to Design a Composite API:

 A composite API doesn’t require creating a brand new API but augmenting the existing REST API design will do. Regardless of these criteria, you have several considerations for composite API design:


  • Request representation: At the lowest, an array of objects which includes the method, endpoint, and a way to pass data/ parameters with each request is required.


  • Authentications: You need to find if the credentials will be passed from the composite call to single requests or require granular authentication for every underlying call?


  • Response rendering: It is required to include the response from the closing request. Seemingly, some subset of response data from preceding steps should be too included. 


  • Field references: Sequential calls will be most effective when included data from previous steps, meaning you need to determine how to shape those references.


  • Error handling: If single or multiple calls in your sequence return an error, you need to put forward details to aid consumers in debugging the response.


  • Partial successes: Besides reporting errors, you need to choose whether to carry on with the steps after the error or not.


  • All or none: Some use cases perhaps expect transactional features, where an error “rolls back” any alteration in earlier steps.


Your decisions based on these considerations will affect the design of your composite API. 


Summing Up: 

Salesforce set forth the Composite API with the vision to make the callouts parallelly. It helps in reducing time because there’s only one need to construct the payload. 

A composite API extends a design solution that is more capable with only one request needed instead of five or more. 

It also facilitates non-developers in easy execution of the complex DML operations.


CEPTES is a global Salesforce service provider with dedicated professional CRM services for accelerating the business value of your Salesforce investment. 


Connect with us today


Sales Cloud

Drive Sales Team Accountability with Pipeline Inspection

The primary goal of the sales team of an organization is to meet the sales goals faster. 

The salespeople have many day-to-day concerns about the sales process, like a Sales Manager could be worried about the deals at risk, while a Sales rep will be figuring out “How to close deals faster?”.

All their Sales Accountability problems come to an end with the introduction of the Pipeline Inspection feature in Sales Cloud 360.

The new Summer’ 21 release brought sales managers and reps a new way of tracking and managing their pipeline in one consolidated view.

Where can I find this feature? 

Pipeline Inspection is free.

It is available in Sales Cloud in Performance and Unlimited editions. (*This is available in Lightning Experience)


How to set up Pipeline Inspection?

  1. From Setup, search for Pipeline Inspection in the Quick Find Box.
  2. Select Pipeline Inspection Setup.
  3. Turn it on and verify that Historical Trending is enabled and configured for opportunities. 


Who can use this?

To use it, a user must have the Pipeline Inspection permission set. 


After setting up Pipeline Inspection:

  1. From Setup, search for Permission Sets.
  2. Select Permission Sets.
  3. Click on the Pipeline Inspection User permission set.
  4. Now click Manage Assignments, and then Add Assignments. 
  5. Assign the permission set to users. Click Done.


 How does it help Sales Managers & Reps?

Pipeline Inspection displays changes in opportunity, close dates, amounts, stages, and forecast categories. Using their insights your sales reps can focus on the most important deals, and managers can identify the opportunities for sales team members that need more support.

It allows week over week comparison and highlights the opportunities that might require particular support or coaching.

By enabling it, managers and reps can easily see crucial and recent deal changes and activities and thus know where to focus their time and stay on top of key opportunities.

Thanks to the new pipeline inspection, sales reps can now quickly view the pipeline and identify deals of interest, all without leaving the opportunity page.


                                                                                                                                                                                        ( Source: Salesforce Trailhead )


Summing up:

Pipeline Inspection is a new interface that provides sales managers detailed insights into the performance of their team.

It helps you stay on top of the current health of the business and track how much revenue has moved in and moved out.

CEPTES is a global Salesforce service provider with a decade of experience in designing and implementing tailor-made Salesforce Solutions for our customers. Our Sales Cloud experts will help you make the most out of Sales Cloud Implementation and bring profit to your business. 

Connect with us today.


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!


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!

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: medium.com)

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: medium.com)


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


Selecting the Source & Destination Files (Source: medium.com)


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: medium.com)


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