We’ve previously introduced you to Salesforce’s Trailhead. However…
if you haven’t read that post yet OR if you want a TL;DR then, Trailhead is a free training platform offered by Salesforce. With Trailhead anyone is given the ability to learn, use, and extend the Salesforce platform through development environments of Salesforce Sales and Service Clouds. The various training paths are separated into “Business User”, “Admin”, and “Developer” paths and are then subdivided by level (e.g., Beginner, Intermediate, and Advanced). The Trailhead team has also “gamified” platform in that users earn points and badges based upon the number of trails, modules, projects, and superbadges that they complete. (Humble brag time) My current badge count is 182 accounting for 119,475 points.
Last Fall, Salesforce rolled-out the ability to define custom Trailhead learning paths called “Trailmixes”. With these “Trailmixes”, you can create specific and targeted training paths for your users. You want your users to learn a combination of Sales Cloud basics, Lightning Experience Basics, and Privacy/Data Protection concepts? Easy! Simply create a Trailmix that includes the “Salesforce User Basics” module, the “Learn to Work in Lightning Experience” trail, and the “Learn Privacy and Data Protection Law” trail. Then, all your users would need to do is to log in to Trailhead and start the Trailmix. This is a great way to prioritize the Salesforce learning that your users undertake. As an example, here’s a Trailmix I created for new business users of Salesforce at CleanSlate.
Trailhead remains the best Salesforce training resource available. And, it’s absolutely free!
Over the past few years, Salesforce…
has implemented a customer portal to give external users a branded experience with interactions to your Salesforce org and data. Since then, the releases have implemented new changes to the Community Cloud while Salesforce has also made this available to Lightning and Classic users. You may be asking yourself what is the Salesforce Customer Community and how is it beneficial to my practice? What started as a place to embed files and records in 2013 has now turned into a solution to extend collaboration, increase productivity, and builder better products within your CRM.
What is the Community Cloud?
Salesforce states that “A customer community allows users, partners, and company employees to share information, answer questions, post problems, and discuss ideas about product enhancements and best practices in real time.” Yet, this does not help explain why the customer community is beneficial to the end user. In an age where customer experience is becoming one of the largest driving forces in an individual’s or company’s purchasing decisions, the Community Cloud functionality truly is a breath of fresh air.
Why the Community Cloud?
Customer experience can be driven in many ways. One of the most impactful way to drive this is by making yourself accessible to customers. As a company, you do not want to make it difficult for a potential customer to find you. With the Salesforce Community Cloud, you can post pertinent community chats, recommended articles and answers across multiple channels. This includes but is not limited to leveraging search engines and social media platforms.
Along with making your company more accessible to customers another great way to reach your customers is by going mobile. As we move into a more mobile age it is important to make sure that your community is accessible through mobile interfaces. This will give you the potential to generate more prospects and potential customers.
While customer accessibility is important your company should focus on generating quality content. The better the quality, the likelier you are to get higher customer traffic. When you first create the communit, you should monitor participation. Salesforce suggests three different metrics to help build your community:
• “Identify the people in your community who are most vocal, knowledgeable and helpful.”
• “Reach out with questions to encourage engagement between customers.”
• “Treat your champions to perks.”
Click here to learn more and/or to sign up for a demo presented to you by Salesforce. If the Community Cloud is something that interests you, the CleanSlate team can help you make the most out of your Salesforce Sales, Service, and Community Cloud. Send us a message!
Salesforce’s standard Lead Conversion leaves a lot to be desired, unfortunately.
For example, the standard conversion process does not create an association between a Contact and an Account unless you are:
1. Creating a new Account and new Contact;
2. Creating a new Contact to associate to an existing Account; or,
3. Creating a new Lead using an existing Account and an existing Contact associated to that Account.
Thankfully, they have provided the means to enhance the functionality without touching a single line of Apex. As a note, this presumes that your org is configured to allow Contacts to be associated with multiple Accounts AND that you’re expecting an Account, Contact, and Opportunity as an output of the conversion process. So, the scenario below works IF you are creating a new Account and associating it with an existing Contact (who has a primary relationship with a different Account).
This can be achieved by creating a Process in Process Builder for the Lead object that checks that:
– “IsConverted” flag is checked; and,
– “ConvertedOpportunityId”, “ConvertedAccountId”, and “ConvertedContactId” are not NULL.
This combination of fields validates that the Lead has been corrected converted and has the appropriate association with the downstream objects/records. The flow then takes the record ID of the Lead as its initial input (we created a custom field to store this value just as an internal validation). From that Lead record it returns the IDs in the “ConvertedAccountId” and “ConvertedContactId” fields. These ID values are then used to query the Account Contact Relationship object to determine if a relationship currently exists. If the answer is “No” then we create that relationship (which appears as the secondary relationship for the existing Contact). If the answer is “Yes” then we proceed to the next step. This step makes updates to the Opportunity record (e.g., changing a field value and updating the Oppty name per a specified naming convention).
Not without an issue…
There is, however, a final scenario in which Salesforce presents a glaring bug, limitation, issue (whatever you want to call it – but it’s been submitted to Salesforce as a bug) that this Process and Flow does not cover. This scenario is when you want to convert a Lead that points to an existing Account and an existing Contact who does not have an existing relationship with the specified Account. For example,
– Contact 1 has a relationship with Account 1
– You create a Lead with Account 2 and Contact 1
During the conversion process Salesforce ignores the Account specified and substitutes in the Account that’s associated with the Contact. Bug logs, unfortunately, provide no clues as to the cause. Workarounds do exist but…they require additional fields on the Lead which, in turn, rely on user input and would require an update to the Flow to take this additional data into consideration. Hopefully (fingers crossed), Salesforce responds to my case with an update in the near future!! If/when they do I’ll post an update.
If you’d like to see how CleanSlate can help you take full advantage of your Salesforce org please shoot us an email!
Salesforce has recently published a news release that is relevant to all users of middleware solutions.
To uphold the best practices in Security, Salesforce has decided to rotate some certificates out during January and February 2018. Google Chrome no longer supports Symantec-issued HTTPS certifications and is now going to use DigiCert-issued certificates instead.
This could have an impact if you and your company use a middleware solution like Mulesoft, Scribe, IBM Broker, etc. to interact with Salesforce once the certificates are updated by Salesforce. According to Salesforce, “To test your software and middleware solutions, use //certtest.force.com as the base URL of the API login URL.
- If you see an invalid username error or a different HTTP status code, then the test was successful.
- If you see a certificate trust error, then the trust was unsuccessful.”
For the vast majority of Salesforce users this will have no impact on your day-to-day experience. However, companies with middleware solutions are most likely going to require some configuration updates to trust the new root, intermediate, and other relevant certificates with DigiCert.
The deployment schedule for these updates certificates are: 1) Sandbox instances during the second week of January, and 2) Production instances during the second week of February. Additional information can be found at the following site, Salesforce Certificates change from Symantec to Digicert in Jan 2018. These updates should be thoroughly tested and validated in your Sandbox instances prior to the Production deployment.
If you would like to see what CleanSlate can do for you and your Salesforce Sales and Service Cloud orgs please contact us today!
Each year, Salesforce comes out with three different releases during the spring, summer, and winter. Their releases typically address customer issues, how to create more momentum for the platform, and any bugs from previous versions.
The Winter ’18 release is focused on three main categories: AI (Artificial Intelligence), decreasing click rates, and improvements to the Lightning interface. You can check out all the details of these improvements in the Salesforce Winter ’18 release notes.
If you don’t want to read through all the release notes, here are the highlights directly from Salesforce:
“Winter ’18 builds artificial intelligence right into the Salesforce platform, so you can build apps that get smarter with every interaction. Salesforce Einstein also powers improved lead scoring, data discovery, duplicate management, and recommendations.
Lightning Partner Central extends Salesforce CRM to your partner network, while Lightning Omni-Channel helps you route customer service cases to the right agent at the right time. You get more tools to help your users adopt Lightning Experience, plus Lightning console split view, which lets you open multiple records and related records on one screen.”
As you can probably tell, the biggest updates to Salesforce in the Winter ’18 release revolve around AI, or what Salesforce is calling Einstein. It’s an exciting new feature, and eventually, it will assist your organization with adaptive learning—something we can’t wait to see.
Click rate minimization is another important development, and Salesforce is doing a great job of minimizing the amount of clicks it takes to complete a task. This saves end users time and streamlines their experience, making Salesforce one of the most efficient CRM products on the market.
The Lightning platform is nothing new, but Salesforce is still not done tweaking the UI. The Winter ‘18 release fixed many bugs with the interface, increases efficiency, and also changes the background to reduce white space.
Our team is excited about the Winter ’18 release, and we’re preparing for the release module to be available on Trailhead. We’ll keep you posted with all the latest Salesforce news—and if you need support with Salesforce updates or any of your technology, contact us today.
Our team at CleanSlate is happy to announce that we’ll be attending Dreamforce ’17, the annual Salesforce conference held in San Francisco from November 6th through the 9th. It’ll be here before you know it—so if you’re going, it’s time to start making a plan!
One of the best ways to get ready is by checking out the official Trailhead for the conference, which explains everything you need to know. And if you happen to be speaking at Dreamforce ’17, it’s an excellent resource for helping you create great content for your topic. You can also stay up to date with all the latest Dreamforce ‘17 info by checking out the Road to Dreamforce webinars.
If you’re headed to Dreamforce ’17, here are a few more things to keep in mind:
- The Agenda Builder will be released soon. Use it to plan your sessions, and be sure to keep the locations in mind. The Dreamforce campus is large and you don’t want to use all your time trekking back and forth. It’s a good idea to set two or three learning goals and schedule around them.
- Dress in layers. San Francisco weather is unpredictable and routinely swings from warm to chilly with an average daily high of 65 and low of 50 in November.
- Plan on a lot of walking. Be sure to wear comfortable shoes—the average Dreamforce attendee walks five miles each day.
- Don’t forget the swag bag. Bring an extra suitcase for all the awesome swag you’re going to bring home—there will be plenty of opportunities to get some!
- Don’t lose your badge. It’s your Dreamforce ID and you need it to get into sessions. It’s also how you’ll get partner swag to fill up that extra suitcase we told you about.
- Make time to enjoy the city. San Francisco is one of the most beautiful, interesting cities in the world. Be sure to take advantage of your time there. If you need a few ideas about what to do, check out sftravel.com.
Hopefully these tips will help you get the most out of your Dreamforce ’17 experience. And as always, if you’re looking for help with anything related to application development or Salesforce – or have questions about Dreamforce ’17 – don’t hesitate to contact us.