Ad Victoriam’s consultants have been spending a lot of time interacting with these features and we’re ready to share a few of the best new Lightning Winter ’20 Release features for a mix of skill sets – from End User to Senior Admin.
AdVic Overview: To access the Recycle Bin you no longer have to switch to Salesforce Classic.
Salesforce Description: Access the Recycle Bin by selecting it in the App Launcher under All Items or personalizing your navigation bar. Or add the Recycle Bin tab for your org in the Lightning App Builder.
AdVic Overview: Not only can you now navigate directly to an app, but you can construct app-specific links for bookmarking and sharing.
Salesforce Overview: Simply open an app in a new tab from the App Launcher and get an app’s URL. To construct an app-specific link for bookmarking or sharing, right-click the app from the App Launcher and copy its URL. Then, add the app context to the end of the URL. For example, to construct a link to an object record’s page in the app using the appDeveloperName, use this URL pattern: /lightning/app/standard__LightningSales/o/Case/home.
AdVic Overview: Appointment scheduling just got a whole lot easier and efficient for several often-used scenarios.
Salesforce Description: Create a group of professionals for customer appointments with multi-resource scheduling, and optimize scheduling efficiency with concurrent scheduling.
To implement or migrate to Salesforce Lightning Experience, you need a partner with extensive knowledge, depth of experience, and proven customer success. Possessing those qualities are what earned Ad Victoriam our Salesforce Lightning Masters designation, and only a select few Salesforce Partners can say that. Let’s help you figure out your needs now!
Truth be told, Salesforce® really built Lightning Experience for everyone, and that includes business users.
Whether you’re in Sales or Service, Lightning Experience helps Salesforce business users soar to the highest levels of productivity, with features like Kanban, Path and Guidance, Opportunity Workspace, Split View, mass inline edit in List View, Keyboard Shortcuts, Lightning Console Apps, and so much more.
Let’s take a look at a few of those features to see why so many business users are making the move to Salesforce Lightning Experience.
Display records visually by switching to Kanban view on almost any List View. So any pipeline or organization workflow works. Drag records from one column to another. Easily edit or delete records directly from the Kanban view. Whether your teams are organizing opportunities, leads, contracts, campaigns, or custom objects like candidates in a hiring pipeline, you can use Kanban to sort and segment effortlessly.
With List View, you can seamlessly create and edit custom List Views to quickly find relevant data. See data faster with more intuitive List Views, and search on-the-fly for a specific List View. Visualize data with handy List View charts, or apply filters to slice the data as needed.
Search in Lightning Experience just got a whole lot better. Get top results and records faster with Einstein Search. Find external content without ever leaving Salesforce. And with the latest capabilities like Typeahead, Pre-scoping, Spell Correction, and more, Lightning users are experiencing improved search performance by 30 percent.
With Typeahead, Salesforce knows what you’re searching for even before you’re done typing. Skip the search results page, and arrive at the right result, using only the first few characters typed. With Spell Correction, we’ll automatically fetch the spelling-corrected results — regardless of the occasional misspellings. And if you already know the type of information that you want, such as the cases that your service agents are working on, you can limit your search to a single object — to pare down results and get exactly what you need.
Use phone features without ever leaving Salesforce. Make and receive calls, add notes, and log call information with ease — right where you work.
And you can also save time and effort by pre-recording voicemail messages with the latest Voicemail Drop-in Lightning Dialer. With one click, you can quickly leave one voicemail for a whole list of similar prospects. Simply record a message that you can “drop” on the list, and move on to the next call, saving time and effort.
Salesforce Stat: Because of features like Lightning Dialer, Lightning users are seeing 23 percent higher outbound call volume over Classic.
You can send email from anywhere in Lightning Experience by adding the Send Email action to any activity-enabled object, including custom objects. Expand your email composer while writing an email; a larger screen makes it easier to see what you’re writing. And, feel free to navigate to another screen without fear. You won’t lose your email.
Now you can easily relate emails to multiple contacts, leads, and users, and to a single opportunity, campaign, case, account or person account.
Also, experience the power of Salesforce Lightning CRM right in Gmail. Lightning for Gmail is a brand-new, native integration between Salesforce CRM and Gmail that lets you see all of the contextual records related to each email, brings new apps into the Gmail side panel, and more. It’s the power of Lightning, now in Gmail.
Breeze through your daily correspondence. Whether it’s writing to prospects or customers, you can craft emails quicker with Lightning email templates. When you’re ready to send an email, pull up the template in Lightning for Gmail, and tweak the content as needed. You can even use Merge fields to include Salesforce record details.
Reps and agents can maintain context and visibility to a list while viewing a record in Split View (see example image below). Now users can work even more quickly with Split View, with a collapsible pane that keeps the List Views you need close at hand.
It’s great for call blitzes or servicing multiple cases. Split View is particularly useful for Inside Sales teams working a setlist of leads or follow-ups. It allows you to easily pullback in the List View without losing context to the records you are working.
Salesforce Stat: Because of features like Split View, Lightning users are seeing a 23 percent improvement in time to close over Classic.
Path and Guidance
Path in Lightning Experience makes it easy for you to see the next steps to keep deals moving forward. Be guided along the steps of a process, such as working a fresh lead to successfully converting it to an opportunity. At each step, help your team succeed with step-specific Guidance and resources.
Now Path is available across nearly every object. For example, we’ve added Path to contracts and orders to visually highlight key fields and provide users with helpful links, policy information, and tips at each step. So it’s no longer just about guided selling.
Salesforce Stat: Because of features like Path and Guidance, Lightning users are seeing 22 percent higher conversion rates over Classic.
As we said earlier, Salesforce Lightning Experience was made for everyone, not just business users, and Ad Victoriam’s certified Salesforce consultants are anxious to help you upgrade to Lightning, or start from scratch with a brand new implementation. Reach us quickly by filling out the form below, or click here.
It’s unlikely that you haven’t heard, but to be safe, here’s a reminder: the Salesforce Lightning rollout is starting in Winter ‘20. If that fact has left you bewildered (or starting to panic), let’s clarify a few things before we get to the 9 steps to a successful Lightning rollout:
First, know that with the Winter ‘20 release (which happens in October 2019) you will still get to control who gets access to Lightning in your Salesforce instance. That means, yes, Classic will still be accessible to your users. But the fact that Lightning will be turned on in all orgs also means that you shouldn’t ignore Lightning very much longer. It’s important to begin the transition to Lightning… today. Start by educating yourself – and your team – about what Lightning is and beginning to make a transition plan using the resources available to you.
Be sure to know… Salesforce is not forcing customers to switch to Lightning. However, the future of the Salesforce user experience and platform is Salesforce Lightning. Moving forward, that means all innovations will be in Lightning Experience, so it just makes good sense to get on-board fast.
Focus on These 9 Lightning Rollout Steps
Once you have committed to switching your company’s Salesforce org to Lightning Experience, it’s time to create a rollout plan. Sure, you’ll want to customize your plan based on your specific company’s goals – and bandwidth – but focus on these Salesforce-suggested steps to make your Lightning rollout a success:
1. Run the Readiness Check. Check the Lightning Readiness Report to see which profile is the readiest.
2. Pick a “Champion.” Elect someone on your staff who uses Salesforce the most and can offer recommendations to improve the experience.
3. Give Access to Your Champion. Create a permission set with the Lightning Experience User permission and assign it to your champion. Then turn on Lightning Experience.
4. Train Your Champion. Prepare your champion to work in Lightning and remember to resolve issues quickly. Remember Trailhead is a great resource for learning.
5. Give It a Week. Ask your champion to do their job in Lightning Experience for a week. (Important: Assure your champion there’s no risk as they can always switch back to Salesforce Classic).
6. Get Feedback. Get your champion’s input on what’s good and what needs attention.
7. Fix Priority Issues: Focus on business-stopping issues from your champion and the Readiness Report mentioned in Tip No. 1.
8. Demo & Go Live! Have a Salesforce Lightning rollout celebration by inviting everyone to watch a demo and learn the cool things they can now do with Lightning. Consider these ideas for generating some excitement. Then, grant everyone else with the same profile access to Lightning Experience.
9. Rinse and Repeat. Rinse and repeat with other profiles, working your way up to the most complex cases.
Bonus Tip: Once you have granted everyone access to the Lightning Experience, create a place where you can all work together. Create a “rollout” Chatter group and invite in all of your team members involved. Using Chatter, you can share files, collaborate in context, and share relevant updates with the whole team.
It’s Not All or Nothing
Remember, moving users to Lightning Experience does not have to be an all-or-nothing process. Consider implementing your rollout in phases, leveraging feedback from your Salesforce champions as you go. But do get started today! For more guidance, check out Salesforce’s Lightning Experience Transition Assistant. You can also download their free guide, “Roll Out Lightning Experience to Your Company.”
But, if after thinking about it all and you feel you need more guidance and consulting help with moving your org from Salesforce Classic to Lightning Experience, or implementing Salesforce with Lightning Experience for the first time, Ad Victoriam, recognized for our Masters Level expertise in Lightning by Salesforce, is ready to assist. Reach us, today.
After interviewing, researching and “scoring” a number of implementation firms, DataScan selected Ad Victoriam Solutions to assist in a series of projects, starting with a clean-up and upgrade to Salesforce® Lightning on their Sales Cloud. These upgrades were necessitated as a result of DataScan operating in disparate systems and dealing with multiple sources of truth. They wanted a single platform within which they could manage and grow sales, service, and community.
Over the last three decades, DataScan has established itself as the industry leader in the wholesale asset finance technologies and risk management space. They provide technology and insights that help their customers to efficiently account for, protect and grow their business and manage their risk. A foundation of knowledge sharing, responsiveness, and commitment to growth underpins DataScan’s relationship with its customers and feeds a collective passion for future-focused, proactive problem-solving.
Following a thorough examination of DataScan’s issues, AdVic’s consultants recommended a solution that included implementing and integrating Salesforce Service and Community Clouds in Lightning.
Prior to its new platform implementation, DataScan was utilizing Zendesk.
Steps to a Successful Platform Implementation
The carefully-crafted steps involved in DataScan’s implementation were highlighted by these six:
– Customized the claim process to route tickets into a queue so agents could “claim” the ticket triggering a transfer of the ticket to the agent. This allowed agents to service tickets faster.
– Integrated products with case objects enabling DataScan to access needed data to support each of their customers’ sandbox (software). This enabled visibility into their customers’ sandboxes, allowing DataScan to provide higher quality, more personalized support, increasing customer satisfaction.
– Integrated data from DataScan’s org into their account object so the service team can provide support based on DataScan’s org. This step enhanced DataScan management’s ability to make data-based decisions when needed.
– Routed all communications through the Community portal to allow for case comments and conditional highlighting indicating message origin. This implementation increased readability and sped-up communication digestibility.
– Designed a managed team process and workflows whereby each customer could self-assign licenses based on role and add permissions to profiles/hierarchy. Their customers also now have the ability to add new contacts, view those contacts and manage their own communication preferences. Providing this self-serve system for customers frees employees from these tasks to focus on other company initiatives.
– Built custom Communication objects, permissions, and document cloning triggers to enhance document management functionality from an “all or nothing” function enabling the ability to easily upload and download documents.
The skilled Ad Victoriam team of Sales Cloud developers and consultants are experienced in cloud computing, CRM and Salesforce solutions, delivering proven results to small and large businesses in any industry. We offer consultation, implementation, integration, and customization all of the Salesforce clouds to help grow your business. To get started today, click here, or fill out the brief form below.
From updates to Lightning Experience to Einstein Analytics to everything in-between, the highly-anticipated Salesforce® Summer ’19 Release increases productivity and delivers personalized customer journeys with the latest Customer Success Platform innovations.
Some features in Summer ’19 affect all users immediately. Other features require direct action by an administrator before users can benefit from the new functionality.
Ad Victoriam’s consulting team took a deep-dive through Salesforce’s extensive Summer ‘19 Release Notes document - all 545 pages of it - to highlight for admins nine of the most interesting updates you can initiate now.
The following changes all apply to Lightning Experience in Group, Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions.
AdVic Overview: Allows for best practices to be used by less hard coding and easier deployments than Custom Settings.
Salesforce Details:Reference custom metadata type records from a Process Builder formula to automate your business processes reusing functionality that you define. To change a value, you can update it in the custom metadata type instead of in your process and any hard-coded formulas that your process uses.
AdVic Overview:Allows admins another way to notify users.
Salesforce Details:Send customized notifications when important events occur. For example, alert an account owner if a new support case is logged while trying to close a deal. Or, send a notification for a unique workflow built entirely with custom objects. Previously, you could send only standard notifications for use cases predefined by Salesforce. Notification Builder puts you in control of who needs to know what and when.
AdVic Overview: Allows community users to act on multiple records at once.
Salesforce Details: Mass quick actions are now available in Lightning communities the same as they are in Lightning Experience. Your customers can select up to 100 records in a list view and perform mass updates rather than updating records one at a time.
AdVic Overview: Out of the box support for duplicate cases, a common issue.
Salesforce Details:If you have duplicate cases or cases that you want to merge into a single case, you can now merge two or three cases into one master record. When you merge cases, the master record is updated with your chosen field values. Most related lists, feed items, and child records are merged into the master record. The master record keeps the Chatter feeds, your values for read-only and hidden fields (except Created Date and Created By), related items, and security.
Salesforce Details:Overhauled sorting in dashboard components and improved how components sort data. Instead of choosing to sort by label or value, you can sort by a named group or measure. Plus, dashboard components now support two-level sorting. Now you can sort a component by stage and then by the sum of the amount, or by average age and then record count.
AdVic Overview: Ability to make all Dashboard tables readable.
Salesforce Details: For those times when a Lightning table column feels a bit cramped, go ahead and open it up by resizing it. You can resize columns but not rows. Resizing lasts only for the current session. So the next time you open the dashboard, the columns use their default widths.
AdVic Overview:Allows for improved reporting and in some cases reduces the need for custom fields to do this.
Salesforce Details:Answering business questions sometimes means making a calculation on every row in a report. With row-level formulas, you don't need to export report data to a spreadsheet or ask an admin to create a one-off custom formula field. Instead, write a row-level formula directly in the Lightning report builder.
Ad Victoriam Solutions' reputation as a top-rated Platinum Certified Salesforce Consulting Partner has spread well-beyond our headquarters in Atlanta, GA. The secret to our success? For starters, our renowned extensive experience and ability to help you with any of your Salesforce implementation or integration solutions. If you are interested in learning more about any of these new Release Notes for Summer '19 and how they can benefit your company, contact us now.
Klaussner, one of the nation’s largest makers of home furniture, then turned to Ad Victoriam Solutions. Our proven industry knowledge and project experience provided them with a long-term scalable solution for their specific business needs.
Klaussner’s Business Challenge
Since Klaussner has nationally-based representatives, their processes were disjointed and difficult for them to manage. Their representatives were tracking their opportunity pipeline using an Excel spreadsheet fed into their IBM AS/400 legacy system.
The solution Klaussner desired was one central system to manage their teams with consistency in reporting to gain insight into sales performance.
Building a lead conversion process verifying all leads, approving the lead to be a customer, then creating an associated opportunity.
Custom-building an opportunity pipeline to measure what business they can expect from each opportunity. Analysis of which opportunities are likely to progress and which are less likely to result in revenue was included.
Enabling Salesforce Mobile for reps to utilize remotely to capture data, and connected the data with a custom object. Data captured now details particular office visit aspects to analyze which aspects are valuable and impacting sales.
Integrating Klaussner’s legacy IBM AS400 system with Salesforce Sales Cloud. That allowed for connecting back-end office data with leads, opportunities, and sales data.
Designing a systematic roll-out process for the reps for each individual part of the system. This included hands-on scenario-based training, combined with homework assignments.
Creating reports and dashboards to provide management with insights into system adoption, customer data, pipeline management, and store visits.
Above all, you want your Salesforce implementation to be done right the first time. Ad Victoriam’s nimble team of more than 70 certified professionals across the country can accelerate your business. We’ll do that by simplifying your complex problems through cloud, integration, and data expertise. In addition, we pride ourselves on forming deep relationships with clients that go beyond the initial project.
If you would like us to design a strategic technical roadmap to streamline your operations, accelerate your sales, and provide your business with a long-term scalable solution tailored to your specific business needs, contact us here, or fill out the quick form below. We can’t wait to talk to you!
Headquartered in Suwanee, GA, Control Southern has been helping manufacturing plants run better, faster, and smarter through automation and customized valve solutions since 1956. However, Control recently needed a solution of their own. They needed an effective integrated solution between Salesforce Sales Cloud, Salesforce CPQ and their ERP.
Control’s Salesforce Challenge
Control Southern was utilizing Salesforce Sales Cloud in Classic, Excel spreadsheets, and Phoenix Software alongside their ERP, IFS.
When Control used Phoenix to build their quotes, the quotes would sync with their ERP, independent of their Sales Cloud. As a result, their siloed systems required users to touch, reference, and manipulate multiple applications during their quotation process.
Realizing their dilemma, Control decided an automated quotation process that also integrated with their Sales Cloud and ERP would better serve their needs, processes, and customers. Thus the reason why Control turned to Ad Victoriam Solutions (AdVic) and a Salesforce CPQ solution.
After a careful deep-dive into Controls’ current systems – and a complete understanding of their business and future needs – the AdVic team implemented a nine-point solution.
Salesforce Implementation & Integration Results
Since AdVic’s implementation and integration of Salesforce CPQ, Control’s connected databases and processes have drastically increased productivity through automation. The upgrade eliminated the users’ need to switch to multiple systems during the quote creation.
In addition, effectively integrating Control’s accounts, systems and their products with their ERP has unified their data increasing efficiencies. As a result, custom flows, automation, and minimal clicks have positively impacted their system usability.
Other positive results include:
The new quoting templates and quick action buttons have provided Control with clear, accurate quotes. The templates have also reduced quote related inquiries – increasing customer satisfaction – and has sped up the sales cycle process.
The ability for Control to visually adjust in the quote details, which has increased user-friendliness and, therefore, positively impacted user adoption and system utilization.
Custom filtering and data validation applied prior to data cross-platform sync, combined with approval processes, have increased Control’s data accuracy and integrity.
Want to experience the same kind of results Control Southern did with your Salesforce implementation or integration project?
Contact Ad Victoriam today to learn how our team of problem solvers can help your company seamlessly implement and integrate a custom solution to solve your unique set of challenges. Ad Victoriam treats our clients as partners, not a one-off project. We will dive deep into your business and your challenges to provide an innovative, scalable solution. Reach out to our solution team today.
Real challenges demand real solutions. That was the quandary the Client was in when they turned to Ad Victoriam (AdVic) for their multi-system integration solution.
The Client is recognized as one of the largest authorized agents for Verizon Wireless. Their nationwide operation employs more than 5,000 employees in 700-plus stores. Their commitment to the communities and people they serve is what they feel sets them apart, and they attribute their success to customer satisfaction.
The Challenge: The Client realized that their disconnected sales and service systems could no longer support their fast-paced growth. They were using an outdated Excel method to manage their sales and service data, alongside RingCentral, the system that managed their calls. It was becoming painfully apparent that they needed an integrated system. They needed a system that detailed and related their operational data to enable its management to drive the business in today’s fast-paced competitive world, based on comprehensive data.
The Salesforce Integration Solution
After extensive analysis, AdVic put in place a multi-system solution that included implementing and integrating Sales and Service Clouds with RingCentral CTI and the Client's existing ERP to provide in-depth insights not previously experienced. In addition, AdVic utilized both Sales and Service Consoles to present the data in an easy to view tab formation to accelerate productivity and visibility into prospect and customer records.
Further, a RingCentral CTI integration synced call/text activities into a custom built Salesforce object and used routing tools to funnel callers to the appropriate team member based on data in their record. To further drive customer satisfaction and prospects to close, the callers record now pops up putting the data at the agents’ fingertips as the phone rings. Since the Client needed this same functionality available to their field-based reps, AdVic also deployed CTI functionality for mobile, increasing the velocity of sales and support services even while the reps were on the road.
To round out the project and deliver maximum benefit, the AdVic team built easy-access dashboards, backed by custom reports, to empower management as they target areas for improvement, and drive productivity, sales, and customer support services.
One way to make travel wishes a reality is through the purchasing of timeshares, which allow people to own a share of a unit within a vacation resort. A leading travel company in the timeshare space, has delivered memorable experiences for more than 30 years. They have a strong platform for resort network growth and product flexibility for vacation owners. Behind the scenes, though, the company was struggling with backroom efficiencies and they reached out to Ad Victoriam Solutions (AVS) to right their ship.
The Business Challenge
The Client relies heavily on their representatives effectively working inbound and outbound calls to create opportunities, schedule tours/reservations, and manage their timeshare owner needs at their four call centers. After a thorough analysis of their needs, AVS concluded that the functionality offered in Salesforce.com and Salesforce Lightning would effectively support the Clients' more than 1,200 users.
The Salesforce Solution
AVS migrated the Clients’ org from their legacy platform to Salesforce Sales and Service Cloud in Lightning, and then integrated it with their three CTI (Computer Telephony Integration) solutions. This solution had a profound impact. It reduced their service workforce by 20 percent, reassigned two data specialist positions, and decreased opportunity and customer attrition.
How we Did It
The AVS team reduced the Client’s three-step service process to a one-step solution by migrating their custom objects to their new org. This, along with the Lightning enabled Kanban views and in-line editing significantly improved ease of use and productivity.
There’s more. The integration of the Client’s CTI solutions enabled automated retrieval of callers’ records when the phone rings, during outbound click-to-dial, and it ensured do-not-call list compliance. AVS also replicated of one CTI solutions’ functionality in another helping the Client avoid an excess of $100,000 in new licensing fees.
Not quite don’t yet, the AVS team exported, updated and migrated more than 2,000 reports into the client’s new Lightning interface creating unified dashboards. This migration empowers management with visible depictions of company insights, leaving AVS with, yet, another customer now working more efficiently and concentrating on their bottom line.
Productivity is important to all businesses, especially those with limited human and financial resources. Here are a ton of Salesforce Lightning features that propel productivity. Let’s get right to it!
Make Your Homepage More Actionable
Rich text areas provide a place for admins to quickly and easily share information with their end users.
Approval items keeps its functionality from classic, but gives it a facelift.
Embed the dashboards and charts from Lightning and Einstein Analytics right on the home page! Bring the whole dashboard or a specific report charts so you’re only showing critical data.
A new Lightning feature, Key Deals, serves up a sales person’s most important opportunities so your busy sales people can quickly get to what they care about.
Chatter still has its own tab in Lightning, but it can now be embedded on the homepage for quick access.
Most productive feature, is the new Assistant homepage component which searches through Salesforce to find overdue or ignored activities and opportunities so your sales person never loses track of a deal again.
Check out a visual representation of the features listed above in this homepage:
There are so many fun things to do with your homepage! Components are available on the AppExchange, can be custom built, and more become available with every release. That said, try not to cram too much on the page, make sure you have the most important items that help guide your users to what they need to get done.
Streamline Your Salesforce Lightning Records
Choose any pick list on any object to easily show users where they are along a process by using Path functionality.
Finding duplicates has never been easier. Potential duplicates show up on records so the data problems can be fixed on the spot by the users.
The out of the box News feature lets your reps keep up to date on the latest activities for their accounts, leads, and contacts.
Tabs allow you to prioritize the content on the screen and logically organize your data.
Related lists are now more robust, including viewing a single related list in a section or using an accordion style display to save real estate on the page.
Related Records makes an admins life easier. Instead of replicating data from a parent record through formulas, they can use a quick action to easily show key information.
Best of all, the page layout can change based on a profile, record type, or even data points. Lightning allows page variations so you can see exactly what you need, when you need it.
Custom Opportunity Page Layout
And, there’s more! Similar to home pages, you can embed report charts, list views, flows, components / visualforce into your record page. This automation enhancement makes users able to complete their job in once place.
View More with the New Robust Task Tab
Cool new Task Tab removes viewing restrictions for tasks. You’re no longer limited to using a record, report, or the classic homepage component. The Task Tab also allows you to build custom views.