Category: Salesforce

Salesforce Winter ’24 Release Notes: Marketing Cloud Account Engagement

Welcome to the Salesforce Winter ’24 Release Notes for Marketing Cloud Account Engagement (MCAE), formerly known as Pardot. This update brings pivotal changes to MCAE, changing how you interact with prospects and optimize engagement strategies. Learn more about the latest features and enhancements for MCAE below.

Restrict Which Domains Can Display Account Engagement Assets

To help protect the security of your data, you can now restrict or limit iframing for your Account Engagement assets, such as forms and landing pages. From your Business Unit Settings, you can restrict iframing completely, allow iframing only for specific domains, or have no restrictions. Business units created after the Winter ’24 release have iframing restricted by default. Business units created before the Winter ’24 have iframing unrestricted by default.

Chart Historical Prospect Changes by Feature

Review prospect changes at a glance using the new Prospect Change Monitor histogram in the Account Engagement Optimizer. Easily focus on specific feature areas or view all changes across your business unit.

Restore a Paused Prospect by Deleting Their Visitor Records

Prospects are paused when their activity levels are high enough to impact Account Engagement’s performance. If you have a paused prospect who is important to your business, you can restore the prospect by deleting their visitor activity records. Choose a date in the past and Account Engagement removes the prospect’s activity records before that date. When you remove enough activity records, Account Engagement restores tracking for that prospect. If the prospect exceeds the activity threshold in the future, they’re paused again.

Design Engagement Programs with More Precise Wait Times

Prospects can now wait in Engagement Studio Program steps from 2 to 8 hours. Previously, wait times were limited to increments of days.

Update Email Templates with Invalid Senders

As part of the domain validation requirement from Spring ’23, Account Engagement doesn’t send email templates with a sender address that includes an unverified domain. You can now review templates with invalid senders on the Email Templates page. To continue using the template, change the sender or validate the sending domain.

Remove Unconverted Visitor Activity Records

Free up system bandwidth by removing old visitor records that didn’t convert to prospects. Use the new Stale Unconverted Visitors option in your Business Unit Settings to automatically remove unconverted records older than 365 days.

Account Engagement API: New and Changed Items

Access more of your data with new and updated objects for Account Engagement API version 5. Copy marketing assets from sandbox to production business units using Salesforce Flow.

Updated Objects in Version 5

New Dynamic Content Endpoint
Added support for Dynamic Content endpoint.

Optimized Exports
Improved large export processing speeds.

Query by ID Array
Added support for querying by ID array.

Other API Changes

Copy Marketing Assets Using API Version 5 for Flow
Now you can copy marketing assets between business units or from sandbox to production business units using Salesforce Flow.

New Account Engagement Sandbox to Production Flow
An example flow is included to help you model your own custom copy flows.

If you would like to learn more about the Salesforce Winter ’24 Release Notes for Marketing Cloud Account Engagement, please contact us.

About Corrao Group

For two decades, Corrao Group has stood as a pillar of expertise, assisting B2B organizations across various industries and sizes in implementing and optimizing their business processes through Salesforce and integrated third-party applications. With an unwavering dedication spanning 21 years, we have cultivated a deep knowledge and understanding of Salesforce as power users ourselves. This recognition of Salesforce’s flexibility empowers us to cater to various departments’ needs, ensuring seamless alignment. Our mission is to seamlessly translate your business processes into Salesforce, promoting not only successful integration but also widespread user adoption.

Sources

Salesforce Winter ’24 Release Notes Marketing Cloud Account Engagement

Salesforce Winter ’24 Release Notes: Service Cloud

The Salesforce Winter ’24 Release Notes for Service Cloud is here! From harnessing AI to answer FAQs using Article Answers, to optimizing agent responses with Einstein Service Replies, the Service Cloud enhancements are poised to reshape how your organization delivers customer support. Learn the latest features that will allow your company to drive customer loyalty, empower agents, and elevate your customer experience.

Answer FAQs with Article Answers AI (Generally Available)

Article Answers is now generally available in English, French, German, Italian, Portuguese, and Spanish. Article Answers combines machine learning and traditional search to process your customers’ free text inputs and serve up relevant fields from your knowledge articles directly in the bot conversation. Set up Article Answers to quickly build an FAQ bot, or connect a bot to your knowledge base with one bot dialog. Tailor your bot’s responses to your customer segments with knowledge data categories. Easily view customer feedback on Article Answers responses with included feedback collection dialogs, event logging, and standard reports.

Optimize Agent Productivity and Response Quality with Einstein Service Replies (Generally Available)

Get real-time response recommendations for your agents. Now generally available, Einstein Generative AI follows a chat conversation as it unfolds, then drafts and recommends fluent, courteous, and relevant, replies for your agents to review, edit and post.

Monitor Your Service Operations with Case Dashboards

Get a comprehensive view of your service team’s caseload. Spot high-level stats, such as total escalated cases, average time to close, percentage of first contact resolution, customer satisfaction scores (CSAT) by channel, and more.

Improve Agent Performance with Omni-Channel Dashboards

Quickly identify the routing efficiency and agent performance across Omni-Channel routing and queues. Check on work volumes, accepted or declined work, average handle times, average speed to answer, percentage of service levels met, and more.

See Top Customer Requests with Einstein Conversation Mining Dashboards

Review key reasons why your customers reach out for help with Einstein AI. See top topics or contact reasons by volume, duration of conversations, times conversations pass from a bot to an agent, average cost per interaction, and more.

Capture Feedback as Records with Survey Invitation Field Data

Create or update records with survey invitation field values by using data maps. Define the target object field values by passing the survey invitation field values on submission of a response.

Stay on Top of Survey Responses by Receiving Custom Notifications

Get custom notifications based on invitation and merge field data for timely actions. Specify notification recipients using invitation data, participant data, or other data in a data map.

View and Manage Your Catalog Easily in a Central Hub

Use the Service Management Setup page to view and manage all your catalog items and categories in one place. This page makes your catalog management easy because you can assign items as featured or assign them to a category. You can also view the indexing of all your catalog items, categories, and their hierarchies as they appear to customers. Previously, Service Catalog was managed through the catalog item builder.

Open Your Service Catalog to Partners and Customers

Create a Service Catalog site using the Lightning Web Runtime (LWR) framework from Experience Cloud. With the Service Catalog site, you provide an intuitive self-service experience for your customers to browse and request catalog items in your Service Catalog. Build, style, and launch your site effortlessly with point-and-click LWR components built for Service Catalog. Previously, Service Catalog supported only Aura.

Share Incident Updates Based on a Product

Send targeted broadcast emails for product incidents to impacted customers. Incident teams can send proactive emails to customers, even before they experience an issue, to deflect new cases and increase customer trust. Previously, broadcast emails were available only for predefined contact lists and case-related contacts.

Send Automated Notifications with the Send Conversation Messages Action

Send important updates to customers with messaging components and a new invocable action. This feature is now available in enhanced WhatsApp channels and Messaging for In-App and Web. Previously, you could send automated notifications only in standard Messaging channels.

Improve Customer Service and Agent Training with Conversation Sentiment Analysis

To evaluate agent performance and identify coaching opportunities, supervisors can view the sentiments of a phone conversation between an agent and a customer inside the recording player. The supervisor can easily spot moments when the customer or agent isn’t happy, listen to the corresponding recorded call segments, and then provide training. In addition to Sentiment Journey, we added Agent Sentiment Score and Supervisor Sentiment Score fields to the VoiceCall entity for easy reporting. Post-call Sentiment Journey is available for contact centers in North America only.

Listen In to an Amazon Connect Voice Call through Salesforce

To support an agent, supervisors can listen in to a call directly from Salesforce through Omni Supervisor. Previously, supervisors had to listen in from Amazon Connect.

Check Voice Channel Performance with More Metrics (Generally Available)

To help you identify anomalies in your contact center, and fix them on your own with documentation, Voice performance metrics is generally available. Add two new Voice objects to your custom report types to spot trends on disconnected calls, missed calls by agents, call error rates, and other call actions. This feature includes a sample package with prebuilt reports and dashboards so you can see trends easily. Some metrics are only available for Service Cloud Voice with Amazon Connect. All data for the new Voice objects is deleted after 30 days.

Send Calls to the Most Qualified Agents with Skills-Routing (Pilot)

To route a call to an agent with the right skill set, use Omni-Channel skills-based routing. This feature is available if your telephony provider supports skills-based routing.

Speed Through Work with the Omni-Channel Enhanced Agent Experience

Omni-Channel boasts a newly designed UI for agents that shows information in a more useful way and easily integrates various work modes. Instead of the old console tabs, Omni-Channel features an inbox-style view for work. In the widget, see which work items are open, which are paused, which were updated, and so on. Click an item in the Omni-Channel widget to work on it.

Structure Your Help Site with Data Categories (Beta)

Help your customers discover self-serve solutions with Data Categories in LWR sites. Structure your internal knowledge and catalog items, which help you efficiently classify, discover, and show the most relevant article, question, or idea to your users. Previously, internal knowledge articles were mapped to topics instead of data categories, and catalog items couldn’t be linked to LWR sites.

If you would like to learn more about the Salesforce Winter ’24 Release Notes for Service Cloud, please contact us.

About Corrao Group

For two decades, Corrao Group has stood as a pillar of expertise, assisting B2B organizations across various industries and sizes in implementing and optimizing their business processes through Salesforce and integrated third-party applications. With an unwavering dedication spanning 21 years, we have cultivated a deep knowledge and understanding of Salesforce as power users ourselves. This recognition of Salesforce’s flexibility empowers us to cater to various departments’ needs, ensuring seamless alignment. Our mission is to seamlessly translate your business processes into Salesforce, promoting not only successful integration but also widespread user adoption.

Sources

Salesforce Winter ’24 Release Notes Service Cloud

Salesforce Winter ’24 Release Notes: Einstein Generative AI

Experience the future of Generative AI-powered interactions with the arrival of the Salesforce Winter ’24 Release Notes. From enriching product fields in commerce stores to providing AI-generated briefs for mobile workers, Einstein Generative AI ushers in a range of enhancements designed to revolutionize the way you do business. Learn more as we explore the transformative release of Einstein Generative AI.

Enhance Product Fields in Commerce Stores with Einstein Generative AI

Generate product text fields for multiple products in one step with Einstein Generative AI. Einstein uses your instructions and any linked reference fields to generate revised product text for the selected products. Product fields generated by Einstein support instructions in English only. You can generate product fields in languages in your B2B or B2C store Then, review the generated text and accept or discard the changes. You need the Einstein Generative AI license to use Einstein Generative AI. Contact your account executive for more information.

Show Frequently Bought Items to Customers

Increase average order value by recommending frequently bought items to customers. Add the Einstein Frequently Bought component to the product detail page to market similar items. Recommendations are generated based on shopper interactions with the storefront.

Get Your Mobile Workers Up to Speed with Mobile Work Briefing

Show mobile workers an AI-generated brief that tells them everything they need to know about their upcoming work orders. Previously, workers had to switch between the work order’s tabs to find the relevant information.

Create Call Summaries Powered by Einstein GPT

Want to harness the power of generative AI to create a snapshot of everything your teams need to know about a customer call? Einstein Conversation Insights users can create generative call summaries on voice and video calls. Powered by Einstein GPT, the new Summary tab on call records allows users to create editable summaries that include next steps and customer feedback, and share summaries for easier team collaborations in the flow of work.

Personalize Sales Emails with Einstein GPT for Sales

Sales Emails empowers busy sales reps to move quickly and expand deals through personalized and informed email content that buyers love. Einstein GPT uses your sales data to generate personalized emails for contacts and leads, a method known as grounding. Sales reps can draft common emails, like a follow-up or a meeting invite, by choosing from the preset email prompt types.

Optimize Agent Productivity and Response Quality with Einstein Service Replies (Generally Available)

Get real-time response recommendations for your agents. Now generally available, Einstein Generative AI follows a chat conversation as it unfolds, then drafts and recommends fluent, courteous, and relevant, replies for your agents to review, edit and post.

Close Cases Faster with Einstein Generative AI Work Summaries (Generally Available)

Save agents time with AI-generated case summaries, now generally available. Based on a Chat conversation between an agent and customer, Einstein predicts and fills a summary, issue, and resolution. Agents can then review, edit, and save these summaries.

Get Service Insights and Build Bot Intents with Einstein Conversation Mining (Generally Available)

Use Einstein Conversation Mining, now generally available, to transform conversation data into service insights and build bot intents. Einstein Conversation Mining replaces time-consuming transcript analysis that otherwise takes weeks.

If you would like to learn more about the Salesforce Winter ’24 Release Notes for Einstein GPT, please contact us.

About Corrao Group

For two decades, Corrao Group has stood as a pillar of expertise, assisting B2B organizations across various industries and sizes in implementing and optimizing their business processes through Salesforce and integrated third-party applications. With an unwavering dedication spanning 21 years, we have cultivated a deep knowledge and understanding of Salesforce as power users ourselves. This recognition of Salesforce’s flexibility empowers us to cater to various departments’ needs, ensuring seamless alignment. Our mission is to seamlessly translate your business processes into Salesforce, promoting not only successful integration but also widespread user adoption.

Sources

Salesforce Winter ’24 Release Notes Einstein Generative AI

Salesforce Winter ’24 Release Notes: Analytics

The Salesforce Winter ’24 Release Notes for Analytics brings exciting new features to improve data-driven decision-making. From the seamless integration of Tableau views in CRM Analytics dashboards with custom filters, to the improved navigation experience, these features empower your team to navigate complex data sets easily. Learn more as we explore the release of Salesforce Analytics, and Reports & Dashboards.

Explore Tableau Views in CRM Analytics Dashboards With Custom Filters (Beta)

You can now add custom filters to explore Tableau views within dashboard components and unlock additional insights. Instead of generating multiple component views to support different data scenarios, add a filter parameter to interact with static values or a filter in a CRM Analytics dashboard. Maintain a single Tableau view without creating and switching between different views.

View Report and Dashboard Asset Details From the Analytics Tab

Use Asset Details to view metadata for your reports and dashboards, such as create date and owner. Asset Details also include data sources to help you differentiate between reports created with Salesforce and Data Cloud.

Refine Your Search Results with Sort

Find what you need faster by sorting the column headers in your search results. You no longer have to scroll through pages of reports, dashboards, and CRM Analytics assets to find what you want. We delivered this feature thanks to your ideas on IdeaExchange.

Experience the Improved Home Tab in CRM Analytics for Slack

Get reduced clutter and boosted Home tab performance with the new way to access subscriptions and notifications in Slack. In the reorganized Home tab, your lists of subscriptions and notifications are now available in separate windows. Previously, these lists filled the app’s Home tab.

Experience Improved Table Performance with Pagination

Your dashboard tables are now more responsive and load faster. Pagination of table results limits the amount of data loaded up front. As users page through the table results, more data loads as needed.

Reset Dashboard Navigation with the Clear Selections Interaction

Let dashboard users quickly return to the start of a curated journey with a single click. When you build a navigation flow, you can now add the Clear Selections action. After drilling deep into a navigation flow, users can easily return to the initial state. Clear Selections is only available for text widgets.

Optimize Quote to Order Process by Using Process Visualizations

Get a comprehensive view of your quote process and analyze each step to identify missing data and streamline task completion. The process visualization dashboard is seamlessly integrated into the Quote to Order guided setup and helps you identify areas that need attention.

If you would like to learn more about the Salesforce Winter ’24 Release Notes for Analytics, please contact us.

About Corrao Group

For two decades, Corrao Group has stood as a pillar of expertise, assisting B2B organizations across various industries and sizes in implementing and optimizing their business processes through Salesforce and integrated third-party applications. With an unwavering dedication spanning 21 years, we have cultivated a deep knowledge and understanding of Salesforce as power users ourselves. This recognition of Salesforce’s flexibility empowers us to cater to various departments’ needs, ensuring seamless alignment. Our mission is to seamlessly translate your business processes into Salesforce, promoting not only successful integration but also widespread user adoption.

Sources

Salesforce Winter ’24 Release Notes Analytics

Boost Customer Satisfaction With Salesforce Service Cloud

Salesforce Service Cloud is a robust customer service platform that helps organizations improve customer satisfaction. Service Cloud provides businesses with a centralized platform to manage customer interactions, case management, support operations, and more. Key features like a knowledge base, case management, and omnichannel routing help your service agents provide quick and efficient personalized support for every customer. Additionally, Service Cloud allows organizations to gain valuable insights into customers’ problems, preferences, and support needs to deliver fast and personalized service.

Here’s how Salesforce Service Cloud can boost customer satisfaction to achieve long-lasting customer relationships:

    • Case Management: Service Cloud provides a single source of truth for managing customer support cases in a more organized fashion. This help ensures that all customer interactions are tracked and resolved efficiently, improving response times and overall customer satisfaction.
    • Advanced Case Management: Make your service agents more productive and increase first-visit resolution by automating processes that assign the right agent and resolve support cases faster.
    • Fleet Management Logistics: Improve onsite job management using Salesforce Maps to optimize your fleet management logistics. Deliver real-time collaboration with access to job schedules, van inventory, vehicle location, mileage driven, knowledge articles, and more.
    • Knowledge Base (Self-Service Portal): Save time by maximizing agent productivity and first-visit resolution by letting your customers help themselves, so your agents don’t have to answer frequently asked questions. The Service Cloud knowledge base helps reduce customers’ need to contact support teams, improving their overall experience and satisfaction with the company.
    • Telephony & AI Voice: Telephony is a cloud-based contact center that allows businesses to communicate with their customers over email, chat, the phone, and other important channels. AI Voice is a feature of Service Cloud Telephony that uses AI to enhance customer interactions over the phone. With AI Voice, businesses can automate routine tasks and responses, such as scheduling appointments and verifying customer information. It can also give agents real-time insights into the customer, allowing them to tailor their responses better and improve the overall customer experience.
    • Customer Service Analytics: Create smarter managers, more productive agents, and happier customers through predictive CSAT technology to stay ahead of business concerns and drive service success. Service Cloud provides organizations with valuable insights into customer behavior and support needs. This helps businesses make informed decisions about improving customer satisfaction and support operations.
    • Customization and Integration: Service Cloud can be customized or integrated to meet the specific needs of each business. Integration of a company’s business processes and additional customization help ensure that operations are tailored to the unique process of each organization.
    • Mobile Access: Respond to customer inquiries and resolve issues quickly from anywhere. With mobile access, your service agents can always be available.
    • Collaboration Tools: Resolve customer issues more efficiently by working together and using Salesforce’s collaboration tools like Slack, Chatter, or Quip.
    • Web2Case & Email2Case: Respond to customers faster and improve your support team’s productivity by gathering support cases directly from your company’s website and customer emails.
    • Multi-channel support: Offer support through various channels, including email, chat, phone, and social media. Offering a range of varieties enables customers to choose the channel that best fits their needs.
    • Personalization: Service Cloud offers a variety of personalization features that allow businesses to deliver customized, relevant experiences to their customers. Utilize tools like segmentation lists or customer profiles to help understand your customer’s needs and preferences, enabling you to deliver personalized help and recommendations.

Overall, Salesforce Service Cloud is a powerful platform that helps businesses deliver personalized, seamless customer service experiences, leading to increased customer satisfaction and loyalty. Investing in Salesforce Service Cloud can also help companies stay ahead of the competition by leveraging 3 Salesforce releases per year to drive growth and achieve new goals. Contact us today to learn more about the difference a robust service platform like Salesforce can make for your business.

Investment Protection With Salesforce Service Cloud

Right now is the perfect time to make a digital transformation from homegrown systems or spreadsheets to Salesforce Service Cloud. Investing in the right technology can save your company time and money in the short and long term. According to MuleSoft, the average enterprise company uses 976 applications. Consolidating numerous systems into one single source of truth will help simplify, streamline, and automate complex processes to become more efficient.

About Corrao Group

As everyday Salesforce power users, Corrao Group understands how flexible the Salesforce platform is to support every business department. Since 2002, we have been helping B2B organizations of all sizes optimize their business processes with Salesforce and their third-party applications. We’ve worked with nearly 1,100+ customers, implementing, customizing, and optimizing over 2,150+ Salesforce projects. We are proud to be on the Consumer Goods Cloud Partner Advisory Board and Salesforce Managed Service Board, in addition to being the exclusive US launch partner of the Salesforce Trade Promotion Management (TPM) Pilot. If you want to learn more about how Corrao Group can help your company, read our reviews on G2!

Sell Smarter and Faster with Salesforce Sales Cloud

Salesforce Sales Cloud is the world’s leading customer relationship management (CRM) platform, designed to help companies sell smarter and faster by optimizing their business and sales process. When implemented correctly, Sales Cloud can put you in control of your sales process to boost productivity, increase efficiency, speed up timelines, and streamline your entire business. Additionally, Sales Cloud provides a centralized database for sales information, allowing sales teams to collaborate and engage with their customers. With Salesforce’s cloud-based technology, your team can access key data and information to be productive and effective in the field.

Here’s how Salesforce Sales Cloud can help your business today:

    • Lead & Opportunity Management: Sales Cloud helps businesses manage and track their leads and opportunities, enabling them to prioritize and follow up on the most promising opportunities. With features like lead routing, lead scoring, and forecasting, Sales Cloud helps sales teams stay organized and focused on the right deals.
    • Task Automation: Speed up your sales process by having Salesforce automatically create tasks required for the next stage in your business process/sales cycle.
    • Workflow Development: Simplify and speed up your business processes through automation technology. Set up repeat task reminders or alerts when certain thresholds are reached and when deals progress down the pipeline.
    • Project Tracking: Collaborate in real-time, all the time. Immediately check into the live status of a project, email interactions, customers’ company info, and next steps from one single source of truth.
    • Advanced Quote Generation: Eliminate manual input and expensive errors to accelerate deal velocity, speed up payment collection, and improve cash flow with Salesforce CPQ.
    • Sales Pipeline Analytics: Ensure sales reach their goals via a real-time analytics dashboard of pipeline reports per team, service, conversion rate, average sales cycle, and more. These tools include performance metrics, pipeline analysis, and forecasting, enabling sales teams to make data-driven decisions and optimize their selling strategies.
    • Collaboration & Communication: Sales Cloud offers a range of tools for improving collaboration and communication within sales teams, including chat, email, and document sharing. These tools help teams work together more efficiently and effectively, enabling them to close deals faster.
    • Customization and Integration: Sales Cloud offers a range of customization and integration options, enabling businesses to tailor the platform to their specific needs and goals. With integrations to other Salesforce products, such as MCAE (Pardot) and Service Cloud, businesses can get a complete view of the customer journey and deliver personalized, seamless experiences.

Salesforce Sales Cloud Experience by Corrao Group

Whether you’re looking to understand your customers better or automate manual tasks, Sales Cloud has everything you need to boost productivity and increase efficiency. Investing in Salesforce Sales Cloud can also help companies stay ahead of the competition by leveraging 3 Salesforce releases per year to drive growth and achieve their goals. Make the switch today and see the difference that a powerful sales platform like Salesforce can make for your business. Learn more about Salesforce’s Sales Cloud.

Investment Protection With Salesforce Sales Cloud

Right now is the perfect time to make a digital transformation from homegrown systems or spreadsheets to Salesforce Sales Cloud. Investing in the right technology can save your company time and money in the short and long term. According to MuleSoft, the average enterprise company uses 976 applications. Consolidating numerous systems into one single source of truth will help simplify, streamline, and automate complex processes to become more efficient.

About Corrao Group

Since 2002, we have been helping B2B organizations of all sizes optimize their business processes with Salesforce and their third-party applications. As everyday Salesforce power users, Corrao Group understands how flexible the Salesforce platform is to support every business department. We’ve worked with nearly 1,100+ customers, implementing, customizing, and optimizing over 2,150+ Salesforce projects. We are proud to be on the Consumer Goods Cloud Partner Advisory Board and Salesforce Managed Service Board, in addition to being the exclusive US launch partner of the Salesforce Trade Promotion Management (TPM) Pilot. If you are interested in learning more about how Corrao Group can help your company, read our reviews on G2!

Maximizing Your Salesforce Investment With Managed Services

 

Salesforce Managed Services are a set of services offered by a certified managed service provider (MSP) to manage and run your org. These services help with various tasks, such as setting up and configuring Salesforce, providing ongoing support and maintenance, and training users on how to use the platform. Companies must ensure that their investments are cost-effective and efficient in today’s economic uncertainty. Salesforce Managed Services provide an ideal way for companies to maximize their Salesforce investment. In terms of cost-savings, Salesforce managed services help businesses reduce the need for in-house expertise by providing access to a group of experienced professionals who can help manage and optimize their multi-cloud Salesforce org. By outsourcing key Salesforce tasks/issues to an experienced partner, companies can save on costs and instead focus their time and resources on other business areas to drive growth.

What’s included in Salesforce Managed Services?

Managing a Salesforce platform is a complex and time-consuming process, especially for companies that don’t have in-house expertise with years of experience. In the past, Salesforce has typically been managed by one or two administrators at an organization. However, the growing number of supporting Salesforce products and features has made it nearly impossible for one or two admins to manage the multi-cloud system. Trusted Salesforce MSPs have the knowledge, experience, and bandwidth to help you manage, optimize, and innovate Salesforce to power your business. The Salesforce platform is constantly evolving, and managed services assist organizations in staying up to date on releases to take advantage of the latest features and tools. Salesforce managed services offer a wide range of services to help companies get the most out of their Salesforce platform:

    • Setup and configuration: Set up and configure their Salesforce platform or additional clouds. Salesforce must be configured and customized to meet their specific business needs. Setup and configuration can also include automating your business processes with Salesforce.
    • User training and Adoption: Provide training sessions to ensure Salesforce users understand the system and get the most out of it. This can include training on how to use specific features and functions, best practices for using Salesforce to manage their business, customer relationships, How to’s, and more.
    • Ongoing support and maintenance: Continuous support and maintenance to help organizations ensure that their Salesforce system is running efficiently. This can include troubleshooting and problem-solving issues within Salesforce and regular updates and maintenance to keep the system up-to-date. Salesforce has three major releases per year, and it’s important to identify necessary updates to support each new release. Data management, optimization, and org reviews are also a focus through ongoing support and maintenance.
    • Integration with 3rd Party Systems (Continued Innovation): Integrate the Salesforce platform with other systems, such as accounting and marketing automation, to provide a seamless and efficient workflow. Over 2,500+ applications are available to build upon the existing functionality of your Salesforce org.

What are the Benefits of Managed Services?

There are several benefits to using Salesforce Managed Services, including:

    • Expert support and assistance: Experts with years of experience help organizations get the most out of their Salesforce investment. This can be particularly useful for organizations that do not have the in-house expertise or resources to manage their Salesforce system effectively.
    • Cost-effectiveness: A cost-effective solution for organizations looking to save time and resources on their Salesforce management tasks. By outsourcing major tasks to experienced professionals, organizations can save on the costs of hiring and training in-house staff.
    • Improved system performance: By providing ongoing support and maintenance, our managed services can help organizations ensure that their Salesforce system is running smoothly and efficiently. This can improve system performance and avoid downtime, allowing organizations to focus on their core business operations.
    • Increased productivity: By providing expert training, everyday users will be shown how to streamline their everyday tasks and avoid time-consuming mistakes within the system. This can help to increase productivity and improve overall business performance.

Salesforce Managed Services benefits include multi-cloud support, proactive approach, long-term success, increased productivity, and more.

Corrao Group’s Salesforce Managed Services

Corrao Group is proud to be a certified Salesforce Managed Service Provider, and be a part of the Salesforce Managed Service Advisory Board (PAB). Our team has managed Salesforce platforms for customers of all sizes, across all industries since 2008. Our Salesforce Managed Services have helped numerous companies save time and resources while ensuring their Salesforce org is successful and effective. By utilizing Corrao Group, companies can focus on their core business with the help of the Salesforce platform. Our services support most of the products offered by the Salesforce platform, including Sales, Service, Marketing & Consumer Goods Clouds, Tableau, Field Service Lightning, and more.

If you would like to learn more about Corrao Group’s Managed Services, please contact us.

Salesforce Winter ’23 Release Account Engagement

The Salesforce Winter ’23 Release Notes are here! We’ve gone through every page and highlighted new features and enhancements from Account Engagement (Previously Pardot).

Automate Tasks with Extensibility Enhancements

    • As part of extensibility enhancements, you can now take actions on prospects outside of Account Engagement. Supercharge Engagement Studio programs by automatically registering prospects for a webinar, sending them an SMS text, creating a new lead Salesforce, and more. External actions are built on invocable actions, so you can customize them to fit your business needs. Use external actions independently or in combination with external activities to close automation gaps across platforms.

Simplify Prospect Opt-Out Status between Account Engagement and Salesforce

    • The prospect Opted Out field now requires a designated system of record, giving you one place to check for a record’s opt-out status. Choose between Account Engagement or Salesforce as the primary value for the prospect Opted Out field. Previously, the Opted Out field inherited the value from the most recently updated record.

Review Prospects with Bot-Like activity

    • To protect the health of your business unit, Account Engagement can pause activity tracking for prospects with an excessive amount of activity. When a prospect’s activity tracking is paused, an icon appears on the prospect list view and an error appears on the prospect record. A prospect’s activity tracking is paused only if it impacts Account Engagement’s performance. Paused prospects who are opted in can still receive marketing emails.

Form Security Features Now Mandatory

    • A security update that better protects your forms and marketing content can affect forms served over the default go.pardot.com domain. For continuous form support, we recommend that you use a custom domain with forms or use them with Pardot landing pages. To find out where affected forms are being used, refer to the Content Served Using the Default Domain report in Pardot Settings.

Give Access to Account Engagement with a Dedicated Permission Set License and Permission Set

    • To accommodate Account Engagement users who don’t require full access to Salesforce, you can now assign them the Account Engagement permission set license and Account Engagement User permission set. This permission set grants users access to most of the marketing tools available in the Account Engagement Lightning app. It doesn’t include full access to campaigns in Salesforce.

Sync All Prospects Records with One Click

    • Use the Sync All Prospects option to sync prospect records with Salesforce. Previously, you needed to update a prospect field to trigger a full sync. Business units with fewer than 500,000 prospects can trigger a full sync every 7 days.

Pardot Classic App is Being Retired

  • The Pardot Classic App is scheduled for retirement in all Salesforce orgs by October 17, 2022. To access Account Engagement in Salesforce and get access to the latest features, use the Account Engagement Lightning app (formerly the Pardot Lightning app). You can also continue to access the standalone legacy application at pi.pardot.com.

If you would like to learn more about the Salesforce Winter ’23 Release and Account Engagement, please contact us.

Sources/Photos

Salesforce Winter ’23 Release Notes

salesforce_winter23_release_notes

WFH? Invest in Salesforce

Successfully running a company from home requires the right culture, employees, procedures, and maybe most importantly, technology. Some businesses who haven’t invested in a cloud-computing software such as Salesforce have been having a hard time adjusting to working from home. Salesforce is a cloud-based software that provides customer relationship management (CRM) and a suite of apps that go along with sales, service, marketing automation, and more. Salesforce becomes your central location to store all your important data, accounts, and deals. With a newly designed mobile app, take work on the go and be just as productive as you were on your computer. This allows businesses to run their entire company within Salesforce, supporting all departments with real-time data.

Managing Your Sales Pipeline with Sales Cloud

Sales Cloud is a customer relationship platform (CRM) designed to support sales and marketing by bringing all your customer data into one central location. Leverage Sales Cloud to manage and automate day-to-day sales activities including lead assignments, quote generation, forecasting, Einstein Analytics, and more. Additionally, your sales staff will have full visibility into every deal, account, opportunity, customer, and lost deals. Sales Cloud workflows and task automation help you create tasks and a process to help speed up your sales cycle. When implemented correctly, Sales Cloud helps save you time and builds long-lasting customers.

Servicing Your Customers with Service Cloud

Service Cloud is a customer relationship service platform designed to help you manage customer support issues quicker and increase first-visit resolution. With historical data on every customer interaction, your team can personalize your service based on their problems and history. Additionally, Service Cloud offers a multitude of tools to help you meet the needs of your customers. Some extensions for Service Cloud include: Field Service Lightning (FSL), Knowledge Base, Web2Case, Email2Case, and Customer Analytics. When implemented correctly, Service Cloud can improve customer communication, enable team collaboration, and give you full visibility into the health of your customer base.

Automated Lead Nurturing with Pardot

Pardot is a marketing automation platform designed to help companies engage leads and customers, support sales with qualified leads, and grow relationships. According to Salesforce, “Customers have seen sales revenue increase by 34% and marketing effectiveness increase by 37%” with Pardot (Pardot.com). Pardot gives you the ability to personalize your customer’s journey wit automated campaigns, targeted messaging, and predictive intelligence. Additionally, design and create email templates, content, landing pages, and more inside of Pardot. If you would like to learn more about Pardot, please visit our blog.

A Complete 360-View for Manufacturers with Manufacturing Cloud

Manufacturing Cloud gives manufacturers full visibility into their entire business operations. Manufacturing Cloud extends benefits to all your partners to collaborate across the same forecast order and demand data in one single source of truth. New features such as sales agreements gives manufacturers insights into committed and actual order volumes, performance against the forecast, and other time-phased metrics. Forecasting gives manufactures the ability to take control of their business with smarter business decisions based on analytics. If you would like to learn more about Manufacturing Cloud, please read the blogs below:

Virtual Collaboration with Quip

Quip provides your team with a messaging collaboration platform that helps transform productivity and resolves issues faster. Provide your team with the ability to create, discuss, and work faster with real-time documents, spreadsheets, and data that connects inside of Salesforce. With full integration, your employees will no longer have to work together in multiple systems. Quip becomes your central location to collaborate with other employees on deals, documents, and more. Furthermore, Quip has a mobile app to view, update, and work on the road.

Maximize your Salesforce Investment

Since 2002, our Salesforce experience has benefited thousands of clients and projects. We understand how flexible the Salesforce platform is and how it supports every department in your business. The key to maximizing your Salesforce investment is to implementing the platform company-wide. If your business is struggling to work from home without a cloud-based technology, it’s time to invest in a technology like Salesforce.

Frustrated With Your Manufacturing Sampling Program?

Is your company struggling to find the benefits of a good manufacturing sampling or seeding program? Sampling programs allow your company to catch any discrepancies or feedback before your production is in full swing. Without a closed-loop strategy, your company might not be seeing the results you want or expected. Our sampling program helped Kensington™, a leader of desktop and mobile accessories, see a 7,000% increase in ROI.

Program Pain Points

Sampling programs can make or break your product’s success. Companies tend to write off sampling programs without realizing the benefits a good program can bring in terms of end-user sales and customer feedback. Here are some pain points Corrao Group has found for manufacturing companies managing their sampling programs:

    • Trouble communicating the value of the samples
    • Missed feedback opportunities from potential customers about your product
    • No ability to track distributed samples
    • Samples are not personalized to the end-user
    • Difficulty collecting customer feedback during their unboxing to usage phases
    • Lack of auto-escalation to resolution as issues arise

Corrao Group’s Solution

Kensington™ partnered with the Corrao Group to develop an automated way of managing sample units. After optimizing their Salesforce instance, Corrao Group helped develop and implement a closed-loop strategy that involved sampling out new products to new or existing customers. The sampling program would require a streamlined distribution strategy, tracking capabilities, hands-off reporting, and clear ROI. The white-glove experience would become known as “ProConcierge” and would involve Corrao Group creating and assisting in:

    • Creating buyer personas to identify and prioritize qualified candidates
    • Building a content map for supporting marketing collateral
    • Creating weekly survey emails for the sampling program
    • Packages carrying docking stations were tracked through Salesforce, and Pardot was connected to ensure that the appropriate feedback requests were automatically delivered weekly
    • Customizing Salesforce reports to provide visibility into the leads generated weekly
    • Standardizing Kensington™’s Salesforce process and implementing data requirements throughout their sales process

Salesforce Products Used

    • Sales Cloud
    • Pardot
    • Einstein Analytics

Other Products Used

    • Form Assembly

The hand-off process included the creation of step-by-step demonstration videos by the team at Corrao Group to assist with training as new users joined the ProConceirge team at Kensington™. In total, Kensington™ saw a 7,000% increase in ROI, $3M in influenced sales, and over 1,000 units shipped. To learn more about our assistance in ProConceirge, download our white paper.

Salesforce’s Manufacturing Cloud

Our Sampling/Seeding program is exclusively built, configured, and optimized for Salesforce’s Manufacturing Cloud Platform. Manufacturing Cloud extends benefits to all your partners to collaborate across the same forecast order and demand data in one single source of truth. A new era is emerging for manufacturing, and it allows manufacturers to have complete control over the ability to operate their business in a much more profitable point of view.

Salesforce’s new Manufacturing Cloud will allow customers and their partners to have company-wide visibility into all their business processes. We understand that optimizing your Salesforce starts with optimizing your business processes. We’ve worked with nearly 1,000 customers; implementing, customizing, and optimizing Salesforce and have been everyday power users ourselves since 2008. Corrao Group can help you maximize your investments in Salesforce and Manufacturing Cloud. For more information, please visit our Salesforce page.