Author Archive

Use Salesforce Inbox to Boost Sales Performance

Saturday, September 12th, 2020

Salesforce Inbox is the smart inbox that leads to a productive sales process. 

The app unites all of your email clients into one app, to ensure no information is missed and that the rest of the sales process flows smoothly. Research has repeatedly revealed how most sales reps waste time going back and forth between email and other applications, logging their activities into the system, and scheduling appointments on the fly.

In the era of virtual sales, where sales reps are increasingly likely to chat with the prospect from behind a computer screen — having quick access to necessary tools is vital. Salesforce Inbox helps cut the busy work from logging activities, scheduling appointments, and researching the prospects by uniting the CRM, calendar, and social media — right in your email client. From here, you can access your CRM data, create new or update old CRM contacts.

Read on to find out how Salesforce Inbox boosts sales performance. (more…)

A Beginners Guide to Joined Reports & Formulas

Tuesday, September 1st, 2020

Many Salesforce enthusiasts find creating Joined Reports puzzling, which is why this feature has been so underutilized.  Joined Report is one of four report formats within Salesforce, that allows you to present data in ‘single report’ after it gets combined from multiple report types.

Having different reports from different report types fused in a Joined Report is achievable due to the report’s outline which is composed of blocks of data acting as “sub-reports”.

Getting started with Joined Reports

With Joined Reports, you can add up to five blocks of data, compare them side by side, and observe from a different angle.


Five things to know about Joined Reports:

  1. Joined reports are available in Salesforce Classic and Lightning; in Enterprise, Performance, Unlimited, and Developer Editions.
  2. Adding different report types to a Joined Report is only possible when they have a connection/relationship to a mutual object.
  3. Joined Reports perform best when used to gain data clarity within Salesforce, as exporting them from the system reduces their quality.
  4. You can add regular and summary fields, create standard and cross-block custom summary formulas and apply filters that group across blocks.
  5. You can also add visual aids to Joined Reports such as different charts.


Three examples when to apply a Joined Report:

  1. To review Accounts with Open Cases and Opportunities
  2. To compare the number of Cases that are new, closed, or in-progress 
  3. Review Opportunities’ past performance and predict future Opportunity revenue based on that history 

For a more step-by-step guide check out Salesforce’s help resource on Joined reports.


Formulas with Joined Reports

Formulas in Joined Reports are just like summary formulas in standard reports. The only difference is that in Joined Reports, formulas can be applied to either multiple blocks or just one. 

Therefore, the two types of custom summary formulas available with Joined Reports are:

  1. Standard formula
  2. Cross-block formula

Let’s take a more in-depth look into each formula type.


Standard Custom Summary Formulas

 The Standard custom summary formula can be applied to one report type, or added to other blocks that are based on that report type. 

Similar to summary and matrix reports in Salesforce, summary formulas in Joined reports support the same data formats, formula options, functions, and calculation display locations.

Moreover, you can add up to 10 custom summary formulas to each block in a joined report, while the entire Joined Report can have a total of 50 custom summary formulas.


Cross-Block Custom Summary Formulas

 Cross-block custom summary formulas let you measure values across multiple blocks in a Joined Report. 

For example, you will use a cross-block formula to compare open to closed opportunities for an account. In essence, it tells you how one relates to the other.

Also, you can add a cross-block formula to any block in the report, while each Joined Report can have up to 10 cross-block custom summary formulas.


Final Thoughts

Have you tried out Joined Reports already? In which cases do you find them the most helpful?  Share your thoughts in the comments below.

Beginners guide to implementing Salesforce Einstein AI in your business

Saturday, August 15th, 2020

Salesforce Einstein AI is where the digital transformation future unfolds. 

Research showed that in 2017, only 20% of companies responded that they were adopting AI. While in 2018, almost half (47%) of respondents reported they had begun their AI journey.   Salesforce introduced Einstein AI in 2016, and since then, Einstein has evolved into an array of features that we can choose from, based on our use cases and customer expectations.

With the Salesforce Summer 2020 release, we can see Salesforce is investing in conversational intelligence, AI-powered recommendations, intelligent threat detection and trend recognition,  and further developments of Einstein Analytics.


Read on to discover how your business can bring AI closer to both users and customers while keeping it simple and easy to use.


Starting with Salesforce Einstein AI



As there are various types of business and industries successfully using Salesforce technology, Einstein AI offers a sort of a starter pack, with its Use Cases interactive website. The website is a helpful guide if you decide to experiment with this technology. Start here to get a better understanding of Einstein AI and what it can do for your business.


Create a vision

No matter how other businesses apply AI, it doesn’t necessarily mean what works for them will give you the same results. For this reason, it’s essential to take the time to create your vision of what your business needs. 


When introducing AI technology, most businesses focus on ROI and time-saving factors. 


But, there are a couple of more ingredients that you should take into account:

The customer experience 

(Is it adding value and improving their experience?)


User adoption 

(Is it making it easier for your employees instead of adding on extra work?)


Often, the biggest hurdle to overcome with implementing new technology is ensuring high user adoption, as change can also bring adversity. But, when you work with this knowledge, you are already ahead of the game.  Furthermore, customer should always be at the centre of everything you do, but users will carry the vision through, and in the end, cultivate better experience for all.

Once you have your vision clearly outlined, you can get a quicker buy-in and create a workable roadmap against that vision.


Do a trial run

Based on the Einstein AI Case Studies, the best way forward for most businesses is to start small. 

For a service business, this could mean adding Chatbots as a new channel of interacting with customers. On the other hand, for sales, it could be using Einstein Next Best Action or Einstein Recommendations to get the analytics that will help them understand further requirements regarding client management.

As you go deeper into the AI capabilities, you can always build upon the foundation you have created with the Salesforce platform, and add-on more features once the trial period has passed successfully.


Einstein AI fetaures to consider:

Einstein Discovery – This feature helps uncover underlining patterns by analysing your data. It can learn from all of the data you have available, whether it’s in Salesforce or someplace else.


Einstein Next Best Action – You choose the type of recommendations you want to make to employees or customers, and after defining the criteria, you incorporate it into actions strategies. You can embed the Einstein Next Best Action onto any record or external page, making it quick and easy to use where it matters the most to your business.


Einstein Prediction Builder – This intelligent feature helps you predict performance based on the data you have available in the system. For example, you can get a better idea of how, when and where to serve your customers and subsequently increase the overall customer lifetime value.


Einstein Bots – Every service-based business understands the value of intelligent and custom chatbots that work 24/7 and effectively resolve common service questions. After building your bot (with Einstein Bot Builder) and supplying it with data, you can employ your bots across multiple channels ensuring your customers have the service they need, where they need it.


Einstein Search (Beta)- This AI-powered feature provides the search bar in Salesforce with natural-language processing technology to understand, personalise and learn from the searches users make. Einstein Search is available in Professional, Enterprise, Performance, and Unlimited Editions, though it’s still in the beta testing stage.


Final thoughts

Do you have a use case that you are looking to level up with AI? Which Einstein AI features are you most excited about? Share your thoughts and recommendations in the comments below; we are excited to hear what you think!

Salesforce Administration — 7 Best Practices!

Friday, July 24th, 2020

Whether you are beginning your Salesforce administration journey or you are a pro—brushing up on administration best practices is always beneficial.

Consider your Salesforce instance a living organism—from time to time, it needs some extra attention.

Over the years, we have implemented numerous Salesforce instances and trained various profiles of users. As a result, we have gathered many nuggets of wisdom, which we wish to share with you here, so that you can improve your Salesforce administration practice.


Read on to learn more.


Salesforce Summer 2020 Release – New Features To Get Excited About

Saturday, July 11th, 2020

The summer of 2020 is in full swing; therefore, it’s time to discuss the Salesforce Summer 2020 release. As you may have noticed, Salesforce postponed this year’s summer release as a result of COVID-19 event.

According to Salesforce, here’s the new Summer ’20 release schedule:

  • Sandbox preview: May 29-30, 2020
  • Summer ’20 Production release
    • First Release window: June 12
    • Second Release window: July 10
    • Third Release window: July 17-18, 2020


Read on to discover our favourite release updates of Summer 2020.