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How Do You Describe Salesforce?

“What Exactly Is Salesforce?”

I sometimes run into people that have not heard of Salesforce. It doesn’t happen very often. But when I do, I try to figure out how to best describe what Salesforce is to them.

Me: Salesforce is a Customer Success Platform that allows users to “easily log, manage, and analyze all customer activity in one place with a suite of web-based CRM software.” (Taken from Salesforce, itself.)

Them: Blank stare. “What’s CRM again…?”

Me: “Customer Relationship Management helps companies understand their customers’ needs and solve problems by better managing customer information and interactions — all on a single platform that’s always accessible from any desktop or device.”

Them: “That sounds complicated.”

That’s when I knew it would take a different approach.

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Quick Text Warms Up Salesforce Users This Winter ’19

Several releases back, Salesforce introduced new productivity tools to help users with their repetitive tasks. The one we are featuring here is quick text; the other is Macros, which we’ll explore on another blog.

Quick text allows users to insert a standard comment or note on a record to answer common questions or record quick comments. Similar to email templates, they allow a company to standardize on the wording used to help maintain consistent messaging across the team.

With Winter ’19, quick text can now be added to tasks and events in addition to other objects. Also added is the ability to organize quick texts into folders, making them easier to share with users.

How To Set Up Quick Text

Quick text comes already enabled in your Lightning Salesforce Org. (In Classic, it is enabled if you have Live Agent.)

You can find the setting by going to Setup -> User Interface -> Quick Text Settings

Using Folders

Here, you will also find the option to enable the ability to share and organize quick text in Folders. Folders help you organize and share quick text. You can create up to four levels of folders: one root folder and up to three subfolders.

Sharing Settings

If you enable this feature it is important to note that sharing settings on folders override sharing settings on individual items. If you shared quick text in Salesforce Classic, those settings are ignored after this preference is enabled. If you decide to disable this preference later, folder sharing is ignored, and individual sharing settings apply.

Update Permissions

After enabling quick text, give users access to quick text by updating their permissions. Use a permission set or update profiles to give your users Read permission on the quick text object. Optionally, you can also give users Create, Edit, and Delete access to let them create and manage their own quick text messages.

How To Organize Your Quick Text Messages

Creating a quick text message is as easy as creating any other record in Salesforce. Begin by navigating to the Quick Text Tab (you might need to go to All Tabs if it’s not immediately shown in your navigation). Here you’ll have the option to search through your existing quick texts, create a new record, or create a new folder.

Let’s begin with creating a new folder called Support Responses.

  1. Click on the New Folder button
  2. Type “Support Responses” in the Folder Label
  3. Click Save

That’s it! You’ve created a folder to organize all common support responses in. You can now control access to these messages by sharing the folder out. The folder can be shared with specific users, users within a role, or public groups.

Next, let’s create the quick text message.

How To Create a Quick Text Message

  1. If you’re still in the Support Responses folder, go ahead and click New Quick Text
  2. Give the record a name. Call it “Link to Support Hours”
  3. In the body you can use Merge Fields to personalize your responses. Enter the message. 
  4. Select a category. In orgs created before Spring ’18 that enabled quick text in Salesforce Classic, this field is required, and a default Category is provided for you. In orgs created after Spring ’18, this field isn’t required.
  5. Select the channels in which you want the message to be available. For our example, we’ll select Email (it’s already selected by default).

Enable Available Channels

Depending on which features are enabled in your org, these channels might be available.

  • Email: for Email actions
  • Event: for Event actions
  • Internal: works with internal fields, like on the Change Status action*
  • Knowledge: for Knowledge articles in Lightning Experience
  • Live Agent: works with Live Agent chat in the Service Console
  • Phone: for the Log a Call action
  • Portal: works in a community or a customer portal*
  • Social: for social posts
  • Task: for Task actions

6. Click Save

Your quick text message is ready for use. To test out our new quick text message we’ll navigate to a case. Create a new email message. You’ll see the quick text button in the email toolbar.

Locate and click the quick text message we created earlier.

What Else Can Quick Text Do?

Quick text can be used for more than sending emails, of course. For Live Agent, it’s an incredible time saver when responding to frequently asked questions. Use it for capturing structured notes for your records, as well. It’s a great productivity tool that will be sure to please your users.

Originally posted on Perficient’s Salesforce blog.

Why Choose Salesforce

Evaluating your next CRM

Salesforce has built a reputation for being the #1 CRM Platform on the market. They continue to evolve and push the boundaries of technology, bringing amazing features to their customers. But Salesforce licenses are not cheap. No, not when you look at the up-front costs associated with purchasing licenses and implementation. Salesforce is not a cheap solution at all from that perspective.

All too often the immediate costs of purchasing Salesforce licenses can come as a shock. However, it’s the unseen and indirect savings that you should also consider when evaluating Salesforce as a CRM Platform for your company.

Salesforce Doesn’t Require Servers

Salesforce is a Cloud-based or SaaS solution. Meaning, your company will not need to purchase expensive servers to support it. Along with that, you will not need to purchase replacement hardware when components break, lease space to store it (or multiple spaces if you want the security of redundancy). You won’t need to hire expensive IT resources with hardware backgrounds to maintain it. The initial and long-term costs of running servers is in no way a cheap investment. The ongoing costs associated with them alone could easily compare to that of the subscription costs associated with Salesforce.

Quick to Market

Salesforce comes with many pre-built templates to help customers get up and running quickly. In truth, if you wanted to, you could begin using Salesforce from Day 1. When you purchase a Salesforce license it comes with standard features, layouts, and almost everything a company might need to begin tracking customers, opportunities, and more!

Having all this configuration already pre-built means you won’t be starting from scratch. Instead, you can focus your efforts on extending the functionality of what has been provided in order to meet your business’s specific needs.

Photo by bruce mars on Pexels.com

As you begin to customize Salesforce, you will find that rarely do you have to get into code. Setting up features, reports, alerts, and all these things that make Salesforce a powerful CRM Platform often doesn’t require any code. What that means is flexibility and the ability to make Salesforce work for you as you need it to in a shorter amount of time vs. building out a custom solution from scratch. Community.

The Salesforce Community

One of the most overlooked values when evaluating Salesforce is the immense size of the community. Almost everywhere you go in the corporate world you run into Salesforce and people that know it. It’s everywhere! In most major cities you can’t throw a rock without hitting someone who uses it. (For the record, this author does not condone throwing rocks at people.).

With such a large community in place it makes it easier to find resources to help you with your Salesforce implementation. You can ask questions online and almost immediately get answers. That’s something that can’t be said of many other technologies. Salesforce has invested tremendous amounts of money and effort into creating free resources for training. The results of which have contributed to the incredible growth of the number of people with Salesforce experience.

Just take a look at the rate of growth of the number of attendees at Dreamforce. This chart is only up to 2015.

Attendance has skyrocketed, making Dreamforce the largest conference of its type in the world!

With such a large community finding help for your Salesforce will be measurably easier vs. other solutions.

Conclusion

Certainly from the perspective of upfront costs, the initial investment into Salesforce is considerable. However, when evaluating Salesforce beyond the initial investment, the cost of ownership diminishes rapidly, making Salesforce far more affordable (and scalable) than most other solutions.

If you’re considering Salesforce as your CRM solution, keep in mind that Salesforce is far more than a CRM. It’s truly a technology platform capable of rapidly bringing to market many of your business processes in a very well-connected environment.

Where Are My Salesforce Report Formats In Lightning Experience?

If you have recently moved to Salesforce Lightning and are now trying to build a report, you might be wondering where are the report formats?

There’s now no longer a drop down where you can choose Summary vs. Matrix, or Joined. So what happened to them? Rest assured, they’re still there.

The New Salesforce Lightning Report Builder

The Report Builder has long been needing a facelift, and now it’s here! The new Lightning Report Builder introduces a new, more modern look and feel to the Salesforce Report Builder.

Click here to read more!

Winter ’19 Brings Exciting Changes to Salesforce Health Cloud

We Predict Very Happy Health Cloud Users

Salesforce is at it again! The Winter ’19 release is full of amazing new features and enhancements sure to delight any Health Cloud user.

At least three times per year, Salesforce has a major release of new and updated functionality. Be sure to check out the Winter ’19 Release Highlights trail mix to get an overview of all the incredible new functionality being released in Winter ’19.

In the Winter ’19 release, we’re seeing incredible new functionality all across the board. One area, in particular, receiving tremendous attention is Salesforce Health Cloud.

BONUS: Hear About Another Health Cloud Announcement at HIMSS18

In this latest update, Salesforce is including a whole new object model to support Health Insurance services. They’re also introducing new Lightning components, updates to the Patient card, and more!

Click here to read more!

How To Set Up a New Salesforce Org

Have a New Salesforce Org?

If you purchased a new Salesforce org, you may be wondering where to begin setting it up. In this blog we’ll explore a few of the essential areas to review and configure to help get you started.

When you first sign into your new Salesforce org you will see that it is preconfigured with most of the basic things a company would use. In fact, you could start using it the moment you sign in. But more likely you’ll need to configure some features to make sure that your Salesforce org is setup to support your company’s processes. As a Senior Solutions Architect, here are the basic steps I recommend to cover your “getting started” phase.

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Putting the Salesforce Shield Field Audit Trail to Use

Could your business use richer analytics? What about making use of the data you already have? Salesforce has done a fantastic job at helping Administrators get an idea of “who changed what,” especially in respect to data and configuration.

Could your business use richer analytics? What about making use of the data you already have? Salesforce has done a fantastic job at helping Administrators get an idea of “who changed what,” especially in respect to data and configuration.

With the History object, most organizations have what they need to see what changes were made to a record, by whom, and when. In most cases it even shows what the value was before the change and after — this information can even been included in reports.

However, some organizations require further detail. This is usually in response to regulatory requirements to ensure that field audit history is specific enough and retained long enough to satisfy the regulations. To solve for this, Salesforce has provided Field Audit Trail.

Field Audit Trail helps provide forensic details of field changes in an org. It goes beyond the 18-month, out of the box storage for field history and takes it up to ten years! And, with a number of new tools, it extends the functionality of what you can do with this information, allowing you to automate logic based on certain conditions, and there’s even a pilot currently to help with anomaly detection.

Click here to learn more!

Salesforce Shield Platform Encryption: Keeping Data Safe

As mentioned in our intro blog, Salesforce Shield: Bringing Compliance to the Cloud, customer information security is critical to Salesforce’s success. In this blog, we’re going to take a look at another part of Salesforce Shield Platform Encryption.

When regulations require more protection

Your data is already very secure. But to meet the increasingly demanding requests of information regulations, your organization needs to demonstrate further efforts to lock down certain specific data values. Salesforce now provides Platform Encryption to customers that require that additional layer of protection. For example, healthcare organizations with service groups may need to encrypt case fields such as subject, comments, details, any contact info. What is important to note about Platform Encryption is that it is not intended to solve for who can see what within an org. Platform Encryption is intended to encrypt data written to disk.

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Salesforce Shield Event Monitoring: What You Need to Know

If you haven’t heard, Salesforce Shield is a bundle of products that Salesforce has put together to help customers meet strict regulatory requirements concerning their data.

Salesforce Shield Components

  • Salesforce Shield Event Monitoring
  • Salesforce Shield Field Audit Trail
  • Salesforce Shield Platform Encryption

Most successful businesses are not built on a hunch. That’s where data comes in. However, with access to so much data, one of the challenges many companies face is how to gain insight into activity in the database.

Click here to learn more!