How a Salesforce Solution Ups Your Customer Service Game

How a Salesforce Solution Ups Your Customer Service Game

With competition for customers intensifying year-in-and-year-out, along with customer expectations of the companies they deal with, businesses have no choice but to focus on a solution for delivering superior customer service if they want to compete and succeed.

When you prioritize customer service in every interaction you have with a customer, you earn their trust, build lasting relationships, and give your company a competitive advantage that’s second to none. But the question is, what can you do that will help you get – and maintain – that competitive advantage?

Across every channel — whether it’s email, phone, chat, messaging, self-service, IoT or in-person — Salesforce® Service Cloud enables companies to put the customer at the heart of every service moment and deliver personalized customer experiences.

Let’s take a look at a few ways implementing a Service Cloud™ solution can help you to deliver smarter customer service with a 360-degree view of every customer.

Connected Workspace Solution

The path to offering a better customer experience is as simple as a better service agent experience. Start by arming your team with Service Cloud’s omnichannel console (see image below), built-in productivity tools, automation, AI-powered next-step recommendations, and a unified 360-degree view of every case detail and customer interaction. When you do, your team can automate routine tasks and solve cases faster, and tailor support to match each customer.

Service Cloud Connected Workspace

 

Case Management 

When it comes to case management, the goal is to ensure consistent and accurate customer support. You get there by routing the right case to the right customer service agent every time. Agents will also get customer activity updates and alerts when an action is needed, guaranteeing the right level of service. And with that 360-degree view, every customer interaction appears in a chronological timeline. In addition, every voicemail, email update, knowledge article, or any other information about a case appears in the agent’s news feed.

Service Cloud Case Management

 

Knowledge Management Solution

When it comes to knowledge management, a Service Cloud solution empowers your customer service agents to help customers find the answers to their questions across any channel through a centralized knowledge base.

And if it’s a self-service solution you’re interested in, you can embed knowledge articles right into your website or mobile app, plus instantly answer customer questions using artificial intelligence-powered chatbots to recommend articles.

Service Cloud Knowledge Management

 

Service Analytics

As a manager, wouldn’t it be great to know everything that is happening within your customer support operation any time, anywhere, and from any device?

As part of Salesforce Service Cloud, Service Analytics helps your customer service agents make more informed decisions in every customer conversation by giving managers the ability to embed analytics right into the agent workspace. This allows agents to work faster using prebuilt dashboards that automatically populate your CRM data. Managers also gain visibility into the business operations with case volumes, agent and mobile worker activity, chatbot performance, and backlog analysis.

Service Cloud Analytics

 

And we haven’t even scratched the surface of how much more Service Cloud can do to enrich a better manager to service agent to customer experience. It’s a platform that scales with you, and the Ad Victoriam consulting team is anxious to show you more.

Oh, and did you know Field Service Lightning (FSL), which can seamlessly integrate with Service Cloud, helps businesses get more out of their field service operations? FSL creates optimized routes for field techs, helping complete the customer 360-degree view and connects you to your customers.

So, are you ready to up your customer service game? We’re ready to create a strategic plan just for you. Just fill out the form below, or click here.

 

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Salesforce Einstein Winter ‘20 Enhancements

Salesforce Einstein Winter '20 Enhancements

Ad Victoriam’s consultants have been spending a lot of time interacting with many of the new features in Salesforce’s Winter ’20 Release, including some exciting updates made to Einstein Analytics, which we’re excited to share with you now.

Einstein Forecasting

AdVic Overview: Now get support for Quarterly Forecasting.

Salesforce Description: Do you use a quarterly forecasting schedule? Now use the power of Einstein to improve forecasting accuracy, predict results, and track how sales teams are doing.

Einstein Lead Scoring

AdVic Overview: Ability to control which leads to score.

Salesforce Description: Does your sales team need lead scores for only some leads? Tell Einstein to score only leads that contain certain values in lead fields. For example, if your sales team wants to score only leads from the communications industry, tell Einstein to include only those leads.

Einstein Analytic Lead Scoring

Einstein Automated Contacts

AdVic Overview: See only the contact data you have access to.

Salesforce Description: Opportunity Contact Role suggestions now respect the field-level security from the Contact object. Sales reps without access to contact fields, such as Email, Title, or Phone, no longer see those fields in the Einstein component or list views. Also, reps don’t see contact field values for contact records they don’t have access to. Lastly, when viewing the detail page for Opportunity Contact Role suggestions, contact fields don’t appear. To see the contact fields, navigate to the contact record.

Einstein Article Recommendations

AdVic Overview: Help your agents resolve cases faster.

Salesforce: Description: Einstein Article Recommendations uses data from past cases to identify Knowledge articles that are most likely to help your agents address customer inquiries.

Einstein Analytics Article Recommendations

Einstein Prediction Builder

AdVic Overview: See only the contact data you have access to.

Salesforce Description: Instead of filtering only on absolute field values, you can now filter on the value of one field compared to the value of another field or on a point in time. Make your filter logic more meaningful and relevant to your prediction question.

If you would like an overview of Einstein Analytics and see some of its exciting features in action, watch this video.

Ad Victoriam can help you join the thousands of companies that have implemented Salesforce Einstein Analytics technology to stay competitive. Learn more about leveraging successful business intelligence by browsing this blog, filling out the quick form below, or contacting us here to discuss our Salesforce consulting services.

 

Ad Victoriam also recently highlighted some Winter ‘20 Release upgrades for Salesforce’s Lightning Experience. Read more here.

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Salesforce Consultants Share Dreamforce Tips

Salesforce Consultants Share Dreamforce Tips

As the excitement continues to build for Salesforce’s highly anticipated Dreamforce 2019, Ad Victoriam polled our seasoned Dreamforce-attending veteran consultants for tips on how to make the most of your time there, especially if you are a newbie Trailblazer on your first adventure.

What to Wear/Bring

1. With over 2,700 Dreamforce sessions and workshops, exhibits, and just general running around, you’ll absolutely want to wear comfortable shoes as you take in as much as your time allows. But be sure to pack your dancing shoes, too, for all the fun nighttime festivities.
2. As for what to wear, remember that it may be warm outside, it’s cooler inside in the air conditioning, so bring an extra layer for inside, just in case. Oh, and it has been known to rain in the City by the Bay, so a small umbrella for your backpack could come in handy.
3. Best to pack light. You’re most likely going to need room to carry around all the cool swag you’ll acquire.
4. Speaking of packing light, if you need to bring a laptop, bring a small one, as you’ll do a lot of walking, plus having one with you gives you access to Salesforce and your favorite developer tools to try out some cool things you just learned. And, hey, you may even knock-out a few Trailhead modules, too!
5. Don’t forget you’ll need to power up – a lot! That means remember to pack all the power cords you need for recharging your arsenal of gadgets, including any portable power devices you have, too.

How to Plan Your Days

1. Sign up for your session early, but before you do, ask yourself what your top three goals to learn are and plan your agenda with those goals in mind. And most of all, do not overbook yourself (see No. 2).
2. Pace yourself! Do not try to do it all, you’ll wear yourself out, and quickly! Pick 1-2 sessions a day (ones you REALLY will benefit from), and spend your time in between time networking
3. Don’t forget to leave gaps in your Dreamforce schedule. Doing that will give you enough time to get to your next session. You may need to refuel with a quick snack on your way to that next session or meeting.

How to Network

1. Have fun. Don’t be afraid to approach people with a question or comment.
2. Remember that people attending the same Dreamforce sessions you are most likely to have the same interests you do, so start a conversation. Make a new Trailblazer friend or two and ask him or her before the session what they hope to get out of it.
3. Ask others what sessions they have already attended and what they have gotten out of them.
4. Remember this mantra: Learn. Share, Network.
5. A great place to practice all of the above networking tips you just learned will be the Dreamforce Expo.

The Road to Dreamforce

Lastly, an absolute must-do is making it a point to watch “The Road to Dreamforce.” This is your go-to live broadcast for everything Dreamforce-related. It airs Tuesdays at 11:00 a.m. PT. Each of the 11 episodes will provide a deep dive into topics including Dreamforce programs, top sessions to attend, newbie tips, and more.

However, probably the best piece of advice we can offer is to remember that Dreamforce is an amazing experience and with a little preparation, you can make it even more rewarding.


The Ad Victoriam team will be at Dreamforce, too, so if you would like to meet up, email us at CustomerService@AdVictoriamSolutions.com or schedule your meeting today.

Hope to see you there!

 

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Champions Retreat 2019: Making the Pledge

Champions Retreat 2019: Making the Pledge

With all of the change in the air right now, from the Global Climate Strike to the Business Roundtable’s commitment to a new Statement of Purpose for corporations, the priority of the stakeholder over the shareholder has never been greater. At this year’s Champions Retreat in Los Angeles, the annual gathering of North American B Corps, over 700 attendees channeled the energy of the times to build on this momentum.

The Daily Agenda

For Ad Victoriam, the conference started on Monday, September 16, with the B Local Summit.

AdVic’s Director of Culture and the Chair of B Local Georgia, Nathan Stuck, spent the day with B Local leaders and community organizers from across the country. They shared strategies to build local organizations and the B Corp movement as a whole. From the more established chapters like Portland to the newer chapters like B Corp Local in Georgia, discussions centered on synergies and opportunities for collaboration.

After an incredible opening reception on Monday evening, the conference kicked into full swing on Tuesday. With a focus on building a regenerative and inclusive economy, attendees heard from Patagonia CEO Rose Marcurio, who spoke on the need for B Corps, and businesses in general, to lead by example and not accept “business as usual.” Breakout sessions focused on networking and creating a more inclusive economy, one that works for everyone.

On Wednesday morning, Ad Victoriam’s Stuck was elated to be called on stage to receive a Collective Action award with other B Local leaders from across the country. The award recognizes significant efforts to lead the movement, raise awareness, and promote growth.

B Local Leaders celebrating their Collective Action award on the main stage.
B Local Leaders celebrating their Collective Action award on the main stage.

Later on Wednesday, attendees were treated to an incredible session with Bart Houlahan, co-founder of B Lab, and Deval Patrick, former governor of Massachusetts and the newest B Lab board member. There was also an incredible breakout session focused on recertification, which AdVic will have to start working on in mid-2020.

Bart Houlahan and Deval Patrick.
Bart Houlahan and Deval Patrick.

Making the Pledge

AdVic’s proudest moment of the Champions Retreat was taking the Pledge to Build the B Economy from Within. With this signature, we pledged to:

Support the B Corp community
– Speed up the building of an inclusive and sustainable economy
– Truly use business as a force for good
– Share knowledge with our fellow B Corps
– Align our purchases with our values
– Consider B Corps first when making decisions
– Promoting B Corps to our employees and networks

Ad Victoriam’s Nathan Stuck signing the pledge.
Ad Victoriam’s Nathan Stuck signing the pledge.

This trek to Los Angeles was an intense three days of meeting some of the most inspiring people. These people are being the change they want to see in the world. We can hardly wait until 2020’s Champions Retreat!

But until then, we are committed to advancing to the next level. We’re striving to ensure that purpose is intertwined with profit and businesses to serve both our employees and communities.


About B Corp

B Corps are for-profit companies certified by the nonprofit B Lab to meet rigorous standards of social and environmental performance, accountability, and transparency. Today, Ad Victoriam Solutions, along with the more than 3,000 other B Corps around the globe, is working toward one unifying goal — to redefine success in business.

So, would you like to learn more about how your company can become a certified B Corp? AdVic’s recent three-part blog series has all the information you need to succeed: Part 1Part 2Part 3. You may also find this recent AdVic B Corp/Corporate Social Responsibility webinar helpful, too. If you have any questions, contact us here.

 

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