Field Service Lightning Explained

Part of Salesforce Service Cloud, Field Service Lightning (FSL) is designed to improve the first-visit resolution and onsite job management using a mobile solution with access to job schedules, van inventory, and more – with or without the internet. Additional features of FSL include the ability to quickly create work orders from any case, intelligently assign and manage jobs, increase first-time fix rate and stop problems before they happen.

Diving into FSL license types, we’re going to show you three different service roles and the licenses that would optimize their everyday lives. Each section describes role responsibilities/what can be done with FSL, required Salesforce access, and the required permissions to make it happen.

Service Cloud

Have any questions on Field Service Lightning licenses or any other aspect of the product? Let us know, we’re happy to answer your questions.

Corrao Group Partners With Data Management Leader, RingLead

We’re excited to announce our Platinum partnership with RingLead, the leader in data management, with over 300 million protected records worldwide. RingLead is dedicated to creating the most productive, feature-rich, easy to use platform to consistently improve lead quality, allowing sales and marketing teams to operate more effectively. RingLead provides tools to help prospect new leads, standardize contact records, cleanse your database and more.

You can read the full press release here, in addition to a free implementation of their products.

With data management being crucial to success, it is even more imperative for an Account-Based Marketing strategy. We are offering a free analyzation of your records with RingLead’s product, DMS Cleanse, which will reveal areas in your system that are at risk of poor data. The end result of using DMS Cleanse to its full extent is letting the tool update your data to the most accurate information.

If you are interested in DMS Cleanse, or any of RingLead’s many products, please fill out the form below.

The Differences Between Buyer Personas and Ideal Client Profiles (ICPs)

When discussing Account-Based Marketing, the strategy that almost 85% of marketers measuring ROI say outperforms other marketing investments (ITSMA), there is usually some confusion between Buyer Personas and Ideal Customer Profiles (ICPs). Since they both represent characteristics of your company’s ideal target, they do have some similarities but are focused on two different objects: companies versus people.

Ideal Customer Profiles (ICPs)

ICPs describe the best types of companies for your organization to market and sell to. The criteria and qualities help your company determine if an account is worth going after. Such criteria can involve the company’s industry, company size, department, responsibilities and more. To obtain this information, you can evaluate your current customer base along with additional info revealed through research or client conversations.

Buyer Personas

Buyer persona

Buyer Personas are detailed analyses of people, usually with decision making influence at a company. They include information such as the person’s background, objectives, pain points, who they report to and more. This type of information allows companies to adjust their messaging, which in turns proves to the potential buyer how an offering can help their company and more specifically, them in their everyday role. Do this for the decision makers within a company and when they have an internal meeting to review an offering, they will be more likely to go forward with the solution as they know exactly how it will help them as a company and individuals.

Where to start

Knowing the difference between the two, the next question is, which one to start with? Which came first, the ICP or the persona? It’s a lot easier to start with the ICP as that insight will give companies an idea of what goes on in the daily roles of each persona. For example, if we’re trying to create a Buyer Persona first, we wouldn’t know the specifics of what they do every day. Sure, if they’re the head of accounts receivable we can associate some typical, general solutions but it’s not going to grab their attention. If we know information about their company such as they have trouble tracking invoices, we can message to them that our solution will help cut their DSO up to 50%! (Check it out here, EZ-AR™).

If you need any assistance on creating a Buyer Persona or ICP, fill out the form below and let us know! If you’d like to learn more about Account-Based Marketing, download our ABM guide for B2B marketers here.

Know Thy Customer: Buyer Personas

Only .75% of B2B leads generated become revenue through a traditional marketing strategy (Forrester). Why? One of the many possible explanations is due to a batch and blast email campaign approach where marketers don’t take the time to identify who their audience really is, leading to a quick unsubscribe. Your clients expect personalized marketing these days, and if you don’t know who your customers really are, you won’t be able to personalize the content to what they’re actually interested in, and keep them engaged in nurture programs. While you may still be sending generalized content, your competitors are doing their research and using personalized content. That personalized content is seeing 6x higher of a transaction rate than content that is not personalized to the prospect (Marketing Land).

To beat out your competitors and consistently nurture your prospects, you need to start personalizing your content based on who your prospects are and what they’re interested in.

Do you really know your customers?

Knowing your customers’ industry, # of employees, annual revenue, geography, and similar characteristics isn’t exactly knowing your customers, it’s knowing who their company is. To get to know your actual customers, buyer personas are the way to go. Buyer personas are representations of your ideal customer built through market research and real client data. What personas do is reveal what your prospects are doing and thinking as they make a decision on your product or service. Buyer personas are not descriptions of your clients, they go beyond that and include pieces such as actual decision-making criteria that your client went through when reviewing your solution. Utilize Buyer Personas to help build personalized emails that drive 18x more revenue than broadcast emails (Market Research), and maintain consistent nurturing. Expand that into your website and more to see even more of an impact.

Buyer persona
Section from a Buyer Persona

What are your customers actually interested in?

Using a marketing automation tool such as Pardot can give you insight into which product/service web pages of yours they’ve visited, for how long they stayed on the page, which whitepapers they downloaded, and much more. You can use this data to then create dynamic content based on who your prospect/client is and what they’re interested in. This way, when you send out email campaigns, you’re not sending the same product/service value props to a sales rep that you are to a CMO. Instead, you’re sending content about your product/service that would specifically benefit the CMO with their everyday tasks and sending different content to sales reps on how it would benefit them with their tasks.

Buyer Personas + Client Interests

Buyer Personas and personalized content based on the client’s interest fall under the umbrella of Account-Based Marketing (ABM); a strategy for B2B companies that is reported to have a higher ROI than other marketing activities, according to 97% of marketers in a survey (Alterra Group). Buyer personas are one of the pillars of ABM as your entire strategy is centered around these personas. ABM is a strategy combining Sales and Marketing principles to target key accounts and deliver hyper-personalized messaging to the decision makers through the channels they communicate on.

If you’d like to learn more about ABM or buyer personas, please submit our form below to receive our Account-Based Marketing Guide for B2B Marketers where we dive into what it is, how it’s different from traditional marketing, how to start, and more.

Salesforce Campaigns versus Pardot Campaigns: Which one to use?

If you’ve used Salesforce’s Sales Cloud prior to using Pardot, you’re most likely familiar with how Salesforce campaigns function. They are objects used to manage and track outbound marketing campaigns, ranging from a simple email campaign to large, in-person conventions. Contacts and leads can be associated with multiple Salesforce campaigns as part of a multi-touch outreach. Pardot campaigns are similar but think of them more as the first outbound marketing campaign that the prospect (contacts and leads are called prospects in Pardot) interacted with from your company. Prospects can only be associated with one Pardot campaign; acting in more of a ‘source’ field type of way here.

So when should you use a Salesforce campaign? When should you use a Pardot campaign? The truth is you should use both, but the takeaways should be different.

Let’s take a look at an example where ACME Corporation is planning their annual convention expecting thousands of attendees, inviting both existing clients as well as new prospects. We’ll see how they could incorporate both Pardot and Salesforce campaigns. On the initial event registration form, there are completion actions to add all event registrants to a Salesforce campaign, “ACME 2017”, whether they are new prospects or existing clients. The form also assigns new prospects to a Pardot campaign, “ACME 2017”, but does not overwrite any current client’s Pardot campaign. The reason why you do not want it to overwrite anyone currently associated with a Pardot campaign is that the existing Pardot campaign is the true first touch they had with your marketing efforts. And since leads/contacts can be associated with multiple Salesforce campaigns, there is no overwriting of Salesforce campaigns, just addition of new ones.

The Pardot campaign. This object will allow you to keep track and manage where your clients are coming from marketing-wise while allowing you to take either manual or automated action with them. Since those associated with this ACME 2017 Pardot campaign are new prospects, ACME automatically has a list for new prospects compared to existing clients. Additionally, any opportunities that become associated with these new prospects at any time will be automatically tied back to this campaign for immediate ROI reporting.

The Salesforce campaign. This object contains most of your campaign information including information such as costs, ROI, leads/contacts and more. This campaign will contain everyone who registered for the ACME convention, both existing clients and new prospects, which can be grouped by attending status. All Salesforce campaigns associated with each lead/contact can be made viewable from the lead/contact record, allowing instant insight into any marketing-assisted opportunities that are created.

Salesforce Campaign
Salesforce Campaign

Take it further. ACME could then utilize Salesforce’s Einstein Analytics to view one dashboard to show which leads and contacts are associated to which Salesforce campaign(s) in addition to showing their Pardot campaign, or marketing source. If ACME were to add Opportunity information onto this dashboard, they could use the created date field to see which recent Salesforce campaign was run that may have greatly influenced this opportunity to be created. This can greatly assist anyone using, or wanting to use, a multi-touch attribution model. Einstein Analytics makes it easy for users to add/remove insight onto the dashboards between objects that previously were not able to cross and display this type of information.

At the end of the day, the question isn’t “which campaign should I use”, it’s “what do I want to know”? Salesforce continues to add to the answer of this question with new products and feature updates. That’s why it is critical to fully understand what the Salesforce platform can do for your entire company, not just one department. Understanding this will not only help your company internally and externally but also help maximize your Salesforce investment.

Overnight ROI and Sales Alignment with SalesHood

Imagine an environment where sales managers don’t have insight into how each individual on their sales team makes the company pitch. Managers don’t have the time to attend every sales call, leaving them to only hope that the company’s onboarding program paid off. This causes problems such as disconnected sales, overall company value not being communicated effectively, and many others.

Enter SalesHood, a sales enablement tool that reinforces your sales team’s knowledge by allowing them to share and collaborate on content, including their sales pitches. SalesHood allows you to train, test, and certify your team to ensure everyone is on the same page. It even has a large library of videos to view ranging from Sales 101 to advanced selling techniques. In addition to the video library, SalesHood allows your team to create their own videos to enable feedback from your entire team.

Take a look below to see what our team has to say about SalesHood!


“One of the biggest challenges most high-growth firms encounter is managing onboarding new Sales and Support staff. Ensuring your branding and value proposition is consistently delivered can be challenging and costly when staff is deployed in remote locations. SalesHood has delivered a mobile solution that delivered ROI overnight! Their templates for Sales best practices allowed my complete sales staff to either learn or refresh their knowledge immediately. Our Sales and Sales Operations staff has been adding collaborative content hourly as collaboration and feedback have been in real-time. I would highly recommend this solution for companies who struggle with consistent solution selling while decreasing your cost to train new staff“. Jack Corrao – Managing Partner

Sales Department

“This is an awesome tool because after 30 years of sales experience, you can always learn new techniques and SalesHood provides those. You can also mentor others on your team that may need help or guidance. Every sales team should be using this tool“. Tom Bersch – North East Sales Manager

“The collaboration and team building are huge for me. Being able to increase our unified story across our sales team has lead to better pitches, and a better closure rate. The mobile app lets me listen to my peers’ sales pitches and general training while on the road from client to client”. Adam Grandle – Eastern Reginal Sales Manager

“Being able to record myself, gain feedback from my peers, and be able to watch myself give my pitch is eye-opening. It’s one of those tools where you ask yourself, “Why didn’t I have this before?” Nick Samouris – Marketing Cloud Sales Manager

Nick SalesHood
         Rating Nick’s sales pitch and providing feedback

“As a sales manager, finding time to onboard new sales reps was extremely time-consuming. With SalesHood, we have a training, testing, and certification program that each new member of my sales team goes through, saving me time every week”. Ellis Murrow – Sales Operations

“Having a collaborative platform to practice our pitches and stories have helped make them more natural and holds the team accountable. The team building aspect SalesHood provides is second to none, not only across the sales team but including other departments as well”. Vincent Velasquez – Western Sales Manager

“It’s those tiny cracks in the sales pitch that I’ve seen people struggle with and it can ruin the overall pitch. SalesHood’s training videos focus on each stage in the sales cycle patches those cracks right up. Visiting a prospect on the verge of signing? There’s a training video for that. Visiting a lost prospect? There’s a training video for that too!” Tyler Keil – Sales Operations

But it doesn’t stop at Sales…


“SalesHood allows me to ensure that our company shares the same mindset as I did when creating product sales sheets. I love being able to record my in-depth sales pitch for each sales sheet only once and hear our sales team build on it with their expertise. SalesHood not only helps align sales and marketing but it also helps reps become more knowledgeable on our services“. Jack Corrao III – VP of Marketing

If you would like to learn more about SalesHood, or go further with how Corrao Group uses the tool, please fill out the form below.

Dashboards that Boost ROI: 6 Examples and Characteristics

The Benefit of Dashboards

A Dashboard is a data visualization tool that displays real-time metrics and executive KPIs for a company. They’re implemented company-wide, displaying data from your Sales Cycle, Marketing Campaigns, CSAT scores, and much more. Dashboards are crucial for a company to grow and succeed as they give real-time insight into how your departments are performing, aligning some departments along the way (e.g. Sales and Marketing).

Great dashboards take time and patience to perfect as they require collaboration within your company. At the end of the day, you’ll want your entire company to love these dashboards so much that they keep them open all the time. This post contains dashboard characteristics that will guide you towards doing just that.

1) Departmental Dashboards

These types of dashboards consistently remind your departments of their performance, allowing for adjustments to be made wherever necessary. You may be thinking of Sales and Marketing at this moment, but don’t forget dashboards for your Administration, Accounting, Production and other departments too!

Tracking invoices with Salesforce’s Einstein Analytics

For example, our Accounting Dashboard tracks and displays outstanding invoices by their age, amount, and expected payment date. We utilize a fully automated AR solution, EZ-AR™ to automatically follow up and collect expected payment dates and actual payments until they are received.

2) Aligned Dashboards

In addition to their individual dashboards, you should have one single dashboard for Sales and Marketing specifically for tracking revenue. It will keep them both aligned and should be reviewed on a weekly basis with everyone in those departments. Add key metrics to have insight into those opportunities that were driven by marketing campaigns to see which ones are working, and which ones need optimization. With everyone looking at the same dashboard, they are more prepared when entering a meeting.

In Account-Based Marketing (ABM), alignment is everything! So much that “70% of ABM users report that their sales and marketing organizations are mostly or completely aligned, compared to 51% for non-ABM users” – ABM adoption report, Sep. 2015. Whether your team utilizes ABM or not, dashboards are a stepping stone in completely aligning your teams.

3) Sales Cycle Dashboards

Take the stages in your Sales cycle and track them through a dashboard. There are multiple ways you can display this information; by each stage, you can populate it with the opportunity’s amount, the number of leads/contacts, and even the number of opportunities. Then display metrics for opportunities or leads/contacts that were closed-won, completed, closed-lost, etc.

Go even further with an advanced reporting analytics solution such as Salesforce’s Einstein Analytics to drill down into these metrics. Drilling down saves you time and provides you with additional insight into the progress throughout each step of your sales cycle. It allows you to be proactive instead of reactive.

Sales Cycle tracking with Salesforce’s Einstein Analytics

4) Task Management Dashboard

These types of productivity dashboards give you insight into any open or closed tasks by project, project owner, etc. Rather than going through open projects one-by-one to view the tasks associated with it, have a dashboard that visually lays out all the projects assigned to a user, with the perspective tasks underneath each one. This dashboard keeps your project managers extremely prepared, and usually turns into their new best friend.

Project Management with Salesforce’s Einstein Analytics

5) Dashboard Optimization

Your newly created dashboards won’t be perfect when you first roll them out, they never are. Work with your team to receive feedback and optimize their dashboards. This process will be ongoing as dashboards are a continuously growing platform, with new reports to add and adjust. More feedback from your team means they are consistently using them!

After deploying your dashboards, these updates are usually minor tweaks that take a few minutes. The Salesforce platform has easy to create dashboards where you can quickly drag and drop reports around to best fit the viewer. You’re also able to add visual components to each report, displaying them in tables, pie charts, funnel charts and much more.

6) Make it enjoyable

No one wants their new, exciting dashboards to look like replicas of what they were using in spreadsheets. If you really want your team to use these dashboards, you need to add some design to it. Aesthetically pleasing dashboards will see a higher use rate and get your team excited about reporting. Add some color, and we recommend using graphs, pie charts, and more when utilizing dashboards.

The bottom line is, the more your teams use dashboards, the greater your ROI will be.

If you’d like to learn more about how dashboards can benefit your company, please contact us below:

Stay Ahead in Account Based Marketing with Einstein Analytics

84% of Marketers are seeing higher ROI with Account Based Marketing (ABM) than other Marketing programs. Source: ITSMA

What is ABM?

Account Based Marketing applies time-tested B2B Sales and Marketing principles to the selling cycle by going after company accounts, or decision-makers instead of individual sales leads. This results in spending your time with more qualified prospects. If you would like to learn more about what ABM is, or how to take it a step further, view our past blog post – Go Beyond ABM with Account Based Management.

Why you should use Einstein Analytics with ABM

With the name, Einstein comes a few keywords: genius, brainiac, intelligent. Salesforce’s Einstien Analytics allows users to supercharge their ABM with artificial intelligence to create more personal interactions with every key account. Integrate it with the #1 CRM, Salesforce, and display ABM statistics on your dashboard, uniting your Sales, Marketing, and Service teams even more. Let’s take a look into some of the main highlights of using Einstein Analytics with ABM.

Identify Optimal Accounts and Reveal New Ones

Allow Einstein to do all the digging for you. Use predictive lead scoring to gain insight into which accounts are most likely to close. Go a step further and configure Einstein to develop and target lookalike accounts of your top customers, revealing new audiences to reach out to.

Personalized Customer Engagements

Develop personalized campaigns for your audiences to show the right ads with the right messaging, on channels your audience actually frequents. Combine that with account-based email journeys based on their role and interactions, and provide them with content they’ve shown interest in. Tie it all together with using dynamic content to provide personalized experiences based on the information you have on your accounts.

Aligning Sales, Marketing and More

Marketing is required to generate leads while Sales is required to turn those leads into clients; however, those two goals are not 100% aligned. Sales and Marketing need to share roles and goals to ensure that ROI becomes one of the organization’s top goals. With Einstein Analytics, it makes everyone at the company a marketer by utilizing marketing-approved email templates that are ready to send. Once the email is sent, keep Sales involved with real-time alerts when their clients open and interact with each email. Einstein Analytics goes the extra step and develops trends based off of your data to reveal new, qualified opportunities.

Real-time alerts when your emails are opened, tracked links are clicked, pages are viewed, and more.
Report and Optimize Marketing Campaigns

In the Marketing world, almost everything is outdated. The article you posted a week ago is most likely outdated now. That’s why it is important to constantly track and optimize your campaigns. Einstein Analytics will visually show you how well your ABM campaigns are performing, highlighting the most successful ones. For your more qualified leads/contacts, track where your targeted accounts are moving throughout your Sales Funnel.

View Einstein ABM in action here.

New ’17 Pardot Summer Releases: Engagement Studio

Summer is here! That means Pardot recently announced their new ‘17 summer updates. Just in case you missed it, they are making improvements to Engagement Studio.

For you long time users who may be familiar with Drip Programs, Engagement Studios are a new way to nurture prospects, customers, employees and more. Pardot is continuing to add new-and-improved functionality to Engagement Studio to improve how you can nurture and market to your audience.

Let’s take a look how these new 2017 features can help effectively manage your nurturing programs:

Utilizing Scoring Categories in Engagement Studio

For a quick refresher, Scoring Categories allow you to break down your scoring module by certain company departments, services, or products. By allowing users to adjust Scoring Categories within Engagement Studios, it provides an amazing way to maximize your nurture programs. How so? By adjusting select scoring categories, you can have specialized engagement studios for certain services/products, and with different categories, you can make sure they get placed into the right nurturing program.

New Scoring Categories Features inside the Pardot Engagement Studio

Scoring Categories are one of the powerful tools that Pardot Pro-edition users enjoy. If you’re interested, take a look at what else you can get with Pardot Pro Edition.  

Scheduling Engagement Studios

Have you ever set up an engagement studio ready to go but then forgot to turn it on? Don’t worry, the highly-requested feature of scheduling Engagement Studios has arrived. Now, you have the ability to automate the start and end times for your nurturing programs. From seasonal promos to product launches, scheduling your Engagement Studios gives you complete control of when you want the program to start and stop.

Scheduling an Engagement Studio

Also, to ensure that Engagement Studios don’t get started or stopped on the wrong days, Pardot is going to send you a reminder that your studio is going to start and end. This way, it gives you time to make schedule adjustments if you want to continue the campaign or leave it running.

Reminder Engagement Studio Email

Bonus: Multiple custom reply-to addresses

Pardot is also making advanced updates to their email tools. Just like having multiple senders, you can have different custom reply-to addresses. From there, you can control where the replies are sent.

Multiple Reply-to Addresses

It works as the same as the send-to section, where you can specify whether it’s the assigned user, general user, or a particular user in Pardot. Just like the sender portion, now you have a backup plan for those hundreds of replies!

Quick Reminder: Be sure to update your tracker domain settings because, on August 10, Pardot is going to be doing a security update on the tracker domains to see if they were validated. If the validation code is not included when Pardot does the update, your domain will revert back to

You should receive an update via Pardot system email about that but if you need some help.

On the way! Salesforce has been working on the ability for prospects to match automation rules more than once, they are a couple weeks away from releasing it.