Salesforce

As the customers in today’s world want their work or cases to be resolved accurately no matter through which channel they will be contacting your company. Omni Channel is a flexible feature provided by Salesforce which needs customization. We can achieve its functionality without writing a code. Through Omni channel it would be very easy to prioritize the work items which are coming from the Standard as well as Custom objects say Leads, Contacts, Opportunities etc. or it can also analyze the work items coming from Phone, Emails. Then the Work items can be assigned to the Queues. Each Queue then can be assigned to a single or multiple channels. According to the Roles assigned an Agent would then be able to receive the work items whenever they want. Through Omni Channel, Agents don’t have to work for the channel they are working on. Omni channel will look for the work items which are coming next. Queue in Salesforce in like a bucket which consists of all the incoming things from Leads, Cases etc. And then using Assignment Rules we can assign these Cases to their respective agents but this is a manual process. Now, through Omni Channel these work items could be assigned automatically. Omni Channel will look into the Agents & the Queues and the Agents with the high Bandwidth will get the Work Item/Case assigned to them. How to integrate Omni Channel with Salesforce Enable the Omni Channel for the org. Go to the “Omni Channel Settings” Enable Omni Channel Click on Save Go to the Service Channels Service Channel turns the Standard/ Custom objects to the Work Items. Then Omni channel will put these Work Items from the Queues & routes these towards the appropriate agents. Mention the Service Channel Name. Select the object on which you want to work. Now select the Custom Console footer component. This will include the VF Page or some Java Script. Click on Save. Go to the Routing Configuration Routing Configuration is used to route the work items to the agents. As all the Work Items have relative importance so it helps in maintaining the size of items in Queues so that Agents can have the keen look on all the work items. It keeps the equality of the work being assigned to the Agents. Click on New. Give some Name to Routing Configuration. Mention the Routing priority Select the Routing Models : Least Active, Most Available Go through the following app for understanding these 2 Models in brief : https://resources.docs.salesforce.com/sfdc/pdf/service_presence_administrators.pdf Mention the Units of Capacity or Percentage of capacity. This helps in defining the size of the work items in Queues. Go to the Queues Assign the Routing Configuration to the Queue. Select the Objects from which the Work Items are coming from. Now add the Queue Members to it. Click on Save. Go to Presence Statuses Give the Status Name. API name will come by default when you enter the Status name. No choose the Status options. Add the Service channels to assign to your Status. Click on Save. Example, Liveagent in Service Cloud Console can change their status to busy or logoff etc. simply by just drag & drop. Similarly, different Statuses can be made in Omni channel as well. Now, go to the Presence Configuration When a user enables the Omni Channel, it will automatically create the Presence Configuration. It determines what Work Agents can take on & what all Omni channel they can access while assisting the customers. Each agent can be assigned to only one Presence Configuration. With this you can specify the work items for each individual depending on the amount of work an agent can take at a time. Go to Service Cloud Console App Click on Edit button. Add the Omni Channel Component to it. Click on Save. Go to the Service Cloud Console. There you will see the Omni Channel existing in it with all the Status with it. If you need Best Salesforce Consulting Services for any Salesforce related work, then please feel free to reach out to sales@girikon.com

Salesforce launched Lightning Voice feature in its Summer’16 release to connect to your customers in a whole new way i.e. to support the customers anywhere in the world with any telephony environment. It is out of the box solution through which Voice Calls can be generated within Sales Cloud. Now, Users will be able to make calls, receive calls or automatically log calls, take notes all within a single platform. Also the Salesperson has the ability to localize the person & thus match the contact’s region. It is the easiest way which Salesforce committed for interacting with clients. Now, Salespeople can sell faster & smarter after the delivery of Lightning Voice in Sales Cloud. The major advantages: Increase Sales productivity – Users can speed up the process of calling a customer or prospect by dialing them with a single click from Sales Cloud Lightning. In additional feature when a Lead, Contact or Account is created in the field Sales Team will get the notification along with the Account record created & automatically the Account record gets created which contains the Contact Number of the clients so that the Sales Person can instantly call them with a single click. Deal with Smarter conversations – Communication gets new dimensions with Lightning Voice. Whenever the prospects call the answering can be easily done within the Sales Cloud by the reps & also they can view the prospects valuable data along with their Sales history. Automatically Log Calls – With Lightning Voice process, any inbound i.e. call by the Prospects or outbound call i.e. calls by reps can be done. Take the Notes – During a call, the Users can instantly make down their Notes against the call record for Follow Up or if any work has to be done which will thus get save in the record. Sales People to localize the number to match the Contact’s region – Users can choose a number i.e. local to the Contact’s number & when the call comes in you can navigate directly to the Contact’s number & then can be called directly within Salesforce. Reduce Data Entry & thus increases productivity – Now during a call only we can make notes for the reminder purpose & thus we can say bye to sticky notes or napkin scribbles. Time saving: The usage of Lightning Voice saves time and also manual efforts. Ease in taking notes Note-taking section is inbuilt in Lightning Voice. This section pops up while talking with the customer. The notes will be automatically stored against the call record as soon as we move on to the next call. The multitasking ability – Lightning Voice has the multitasking feature. It helps us call the customers, take notes and record the details simultaneously without switching apps or devices. Automatic call-logging – Now, there is no need to write down the details of a call. It will be automatically done after each call. Increased productivity –Speed, reduced data entry and multitasking feature altogether means improved productivity. Pricing & Availability: Lightning Voice is available in Sales Cloud Lightning since July 2016 for Sales Cloud Lightning Users. It is available for the Users of US & Canada. Lightning Voice Prices: Outbound calls are available for $45 per user, per month – It provides click to dial functionality & also provides 2,000 total talk time per user per month. Inbound calls are available for $5 per user, per month – It provides the acceptance of incoming calls. In order to close the deal in your favor, you need to have the complete data about the customer at your fingertips. With the help of Lightning Voice, you can have all the relevant data related to the deal while you are on the call with your customer. Now, all the communications which you will have or had with the customers – including call history and call note are not just accessible to you and your sales team. But also anyone engaging with that record can access the data to provide a whole new level of customer engagement. 1) This feature is available for Lightning experience only. 2) As of now, outgoing calls are available for US & Canada only. 3) It provides an Outbound Call Product along with the optional inbound calling product. Salesforce Lightning Services for any Salesforce Lightning related work, then please feel free to reach out to sales@girikon.com You can check blogs Related to Salesforce https://salesforceconsultingservices.wordpress.com/ https://salesforceconsultingpartner.tumblr.com/

Connectivity is the key in the modern world. Everyone is looking at 24*7 connectivity to achieve the highest levels in sales, marketing and services. The Salesforce1 Customer Platform has a bouquet of new APIs, mobile tools and more to enable you to connect to all your devices and to all your customer data. It empowers and prepares you for this new word where hyper-connectivity is setting new standards of expectations among customers. The platform readies you for very personalized customer service with real-time insights into customer problems and needs. With Salesforce1 you can get the following features : All your sales, service, and marketing data at your finger tip Instantly bring your customizations like workflow, permissions, and sharing settings to mobile. All your custom objects, fields, and any app you’ve integrated or built declaratively is now mobile. The apps you’ve downloaded from the AppExchange are now accessible from anywhere. Global and contextual actions you’ve created for the publisher. View all the posts and processes that need your attention in the notifications center. Connect with other employees and collaborate on sales opportunities, service cases, campaigns, and projects. Access everything you need from your favorite device, iOS, or Android. With complete and open APIs, developers can build the next generation of apps today. Mobile-ready and more accessible, it’s the fastest way to connect anything to everything. And sell, service, and market on any device. Everywhere. That’s all folks for today. That’s all for this article, in case you need Certified Salesforce Consultant then please feel free to reach out to us at sales@girikon.com

Salesforce is world’s game changing technology and CRM cloud software addresses all your customer interface concerns. It is a company specializing in software as a service. Salesforce.com is a global cloud computing company which has also expanded into commercial applications of social networking through acquisition. Salesforce.com is generally used to refer to the CRM functionality (the sales, service and marketing applications) and Force.com is generally used to refer to the underlying platform (the database, code, and UI on which all the apps are built). i.e. Force.com is a platform where you can develop your own application. Salesforce.com is Sales(CRM) and Service applications which were developed and running on the Force.com Platform. Salesforce.com is SaaS(software as a service) and Force.com is Paas. Force.com is Salesforce.com’s cloud computing platform as a service (PaaS) development framework. Salesforce.com CRM is broken down into several sections: Sales Cloud Service Cloud Data Cloud Marketing Cloud Collaboration Cloud(including Chatter) Analytics Cloud And Custom Cloud (including Force.com) Girikon provides Best Salesforce Consulting Services. Cheers! Pramod