Blog Posts
Here is a presentation with screenshots on what’s latest and greatest in Salesforce Flows in Summer ’23 release. To make it easier for you to understand these new features and enhancements, we have created a presentation with screenshots and link to the related Summer ’23 release note articles.
And here is our top pick from these enhancements:
…Salesforce Flows – 29 Features Introduced in Summer ’23 ReleaseRead More »
There are quite a few Monitoring & Auditing tools in Salesforce to help you keep your Salesforce org healthy, secure, operational & efficient. With these tools, Admins and developers can monitor the configuration and usage and troubleshoot errors. Also they can report & block unusual user activity and/or set up notifications.
If you’ve ever watched a movie with a superhero, they usually manage to pull out the best gadgets at the right time.
As an Architect, Admin, Consultant or Developer you need to be aware of these tools and should know when and how to make good use of them. But let’s start with the first step – that is being aware of all the tools that you have in your arsenal.
The Auditing & Monitoring tools provided by Salesforce are both reactive and proactive. For example, if a user complains that the emails sent from Salesforce are not getting delivered to his or her clients then Debug Log and Email Log are the tools to use to troubleshoot. In this case you use these tools reactively i.e. after the event has already happened. Then there are tools that you can use proactively – like Transaction Security Policy that can be used to block the users from downloading say more than 100 contact records from Salesforce and also notify an administrator.
In this blog, I have listed all these lifesaving tools which will come in handy when such unforeseen incidents happen, and you will know exactly where to look for to troubleshoot the problem. They are as follows:
Please do note that while most of these tools are free and is included in your Salesforce subscription, there are a couple that needs to be bought separately. I have mentioned that also in the presentation below. So, let’s learn about each of these a little more in details.
(We have discontinued our premium membership offering. If you are an existing premium member, you can still download the guides by clicking on “DOWNLOAD PDF [PREMIUM MEMBERS]” button. If you are not a premium member and want to download the guides, please sign up for our “All Access” pass. Complete details about this pass is available at this URL.)
Here is a step-by-step guide on how to analyze the sentiment of your customers on cases in Salesforce.
Traditionally when a customer logs a case with the company, we have used different factors to route the cases to different support queues for resolution. Like using customer tier, customer lifetime value, their support entitlement, the nature/type/category of the case or language, geographical location etc.
One of the critical factors that have been missing is detecting the sentiment of the customer on that case. Like are they happy, angry or frustrated about your product or services?
It is important because it provides valuable insights into how customers feel about their experience with the business. By analyzing customer sentiment, businesses can better understand their customers’ needs, preferences, and pain points, and use that information to improve their products, services, and overall customer experience.
Detecting customer sentiment can also help businesses identify potential issues or trends that may be affecting multiple customers, allowing them to proactively address those issues before they escalate. Additionally, analyzing customer sentiment can help businesses identify and prioritize which cases need to be handled urgently and which ones can wait, which can improve overall efficiency and customer satisfaction.
Unhappy customers are at a higher risk of churning or leaving your business. Studies have also shown that unhappy customers are more likely to share their negative experiences with others and leave negative reviews online, which can harm your business’s reputation and ultimately impact your bottom line.
By prioritizing unhappy customer cases, you can address their concerns and complaints in a timely and effective manner, potentially preventing them from leaving your business and even turning them into loyal customers. Additionally, addressing unhappy customer cases first shows that you value your customers and are committed to providing excellent customer service, which can help build trust and loyalty with your customer base.
In the past, it was challenging for computer systems to comprehend human emotions. However, thanks to the latest advancements in AI technology, particularly in generative AI, detecting a customer’s sentiment when they log a case has become much simpler than before.
By analyzing the customer’s tone and language, it is now possible to identify if they are unhappy, angry, or frustrated. Consequently, such cases can be fast-tracked and directed to more experienced personnel who can handle them more effectively.
It’s time to put words into action and learn something super cool. Follow these step-by-step instructions to use OpenAI, the company behind ChatGPT, to detect the sentiment of cases created in Salesforce. Knowing the sentiment will enable you to use Salesforce’s native features to route the cases, monitor their progress, and ensure timely and effective resolution. It won’t take more than 30-40 minutes for you to get this working end-to-end in your Salesforce org.
This will help you get started. Once you get the idea of how this is done, it will be up to your imagination and creativity on how you can marry these two technologies to achieve amazing results for your business. Enjoy!
Here is what we will be covering in this guide, step-by-step:
#TDX23 Here is a rundown of all the key announcements from Slack Keynote.
(We have discontinued our premium membership offering. If you are an existing premium member, you can still download the guides by clicking on “DOWNLOAD PDF [PREMIUM MEMBERS]” button. If you are not a premium member and want to download the guides, please sign up for our “All Access” pass. Complete details about this pass is available at this URL.)
#TDX23 Here is a rundown of all the key announcements from Slack Keynote.
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