The Exchange Fall 2023
QUARTERLY MAGAZINE 2023 ALL F GET READY DREAMFORCE SALESFORCE FOR CYBER WEEK RECAP BEN
THIS MONTH THE EXCHANGE Fall 2023 Who needs elves? 11 Dreamforce Recap 6 AI is the ultimate An inspiration-packed three holiday gift list helper. days of Data + AI + CRM. 9 Get ready for 13 Salesforce Ben Cyber Week Thoughts on how to get started with AI from our favorite expert. How to prepare and run at peak performance. 2
LETTER FROM THE EXCHANGE The Editor Fall 2023 Extend the #1 AI CRM with curated apps Happy fall, and experts. y’all. Discover helpful resources and curated partner apps and experts on our new Data + AI + CRM + Trust collection page. Seamlessly integrate trusted AI throughout I don’t know about you, but I’m ready to curl up and enjoy your business with data at the center to some cooler weather. I’m looking forward to a little downtime maximize your success. Find the right solution to relax and recharge before the holidays. I can take that for you with listings segmented by products, time because this year I’m going to use AI to help me with industry, and use case. my holiday shopping. Find out how in this issue. Check it out In the following pages you can also And of course, we’ve thrown in plenty of relive the AI event of the year with fun surprises, too. a look back at some of our favorite AppExchange has so many ways to help Dreamforce moments and learn how your business get AI-ready and drive everyone can be an Einstein with success through fall and beyond. Data + AI + CRM + Trust. Get inspired by interviews with customers and experts like Salesforce Ben. Enjoy some great Enjoy, tips on how AI can help make the upcoming holiday season a huge success — for retailers and shoppers. Appy 3
NEWS FROM OUR PARTNER THE EXCHANGE FormAssembly Fall 2023 Minimize User Effort Put yourself in your respondent’s shoes. You don’t want to 昀椀ll out a form that goes on forever and asks for irrelevant information, and your respondents don’t want to either. Determine the essential information you need to collect through your form and try to keep it to a minimum. Data minimization is not just a best practice for customers, it may be required by law. Making a good 昀椀rst impression with your organization’s forms starts Use Your Existing Data with having the right solution. FormAssembly’s You want clean customer data, and your users want to avoid data collection platform reentering information they’ve already provided. Pre昀椀lling allows you to easily create accomplishes both. Pull user data from existing Salesforce records branded forms with a directly into your forms to minimize e昀昀ort for both you and your drag-and-drop builder, respondents. They enter a fraction of their information, and you skip the task of correcting mistyped information. collect data, and connect it to Salesforce with a 4 Steps to Better powerful bidirectional Create a Logical Layout integration. With Salesforce-Connected FormAssembly, you’ll Web forms are like a conversation with your customer. Like improve data quality, Web Forms any good conversation, it provides just the right amount of reduce manual work, information to bene昀椀t the business and asks the right questions and streamline the data to engage the user. Emphasize key questions with styling or Over 60% of visitors will abandon a web make them mandatory, add section headers or pages to break collection experience up information (e.g., contact information, payment details, etc.), for both you and your form if it’s too confusing or complicated. implement features such as conditionals or hidden 昀椀elds to make Don’t let a poorly designed form make a bad the layout cleaner, and always provide a clear call to action (CTA). customers. 昀椀rst impression on your potential customers. The most e昀昀ective way to create user-friendly Bring Your Brand and Style Learn more forms is to pay close attention to the overall design. Following user experience (UX) and Adding color to your forms not only helps maintain consistent user interface (UI) best practices can seem branding but also plays a role in how users engage with your about FormAssembly on complex, but we’re here to break it down and web form. Web forms that use too little or too much color can have a negative and confusing e昀昀ect on users. A best practice AppExchange. simplify it for you with four pieces of advice. is to reserve your brand colors to elements that need to stand out, such as your logo or CTA button, headers, links, and error messages.
THIS MONTH THE EXCHANGE Fall 2023 Filter by Business Need Use business need 昀椀lters (1) to 昀椀nd solutions that help your team accomplish speci昀椀c goals or tasks. To see a wider selection of results, select a broad business need, such as marketing. To explore more narrow use cases, expand the category. For example, apply the Loyalty (2) 昀椀lter to 昀椀nd solutions that integrate data from your customer loyalty program into Salesforce. AppExchange Search, Now Even Better Filter by Industry Use industry 昀椀lters (1) to 昀椀nd solutions that are designed to solve challenges in a particular Experienc industry. For example, apply the Education 昀椀lter ed admins kno w th a t ga thering Salesfor c e to identify solutions made for higher ed, such as pr oject r equir emen ts is part art, part scienc e . those that help admissions sta昀昀 manage student applications. No m This framework is helpful because it provides a tt er y our appr oach, y our r equir emen ts ar a more complete picture of the problem en ’t c omple t e un til y ou answ er these questions. you’re solving. Now, you can apply a similar · Wh framework to AppExchange searches using a t pain poin ts or ch alleng es am I new 昀椀lters for business need, industry, and solving ? job role. At the top of the 昀椀lter panel, a new · Wh a t indu stries, departmen ts, or Quick Find box helps you discover 昀椀lters with functions ar e in v olv ed? fewer clicks. · Who ar e the k e y stak eholders ? Filter by Job Role/Type Use Job Type/Role 昀椀lters (1) to 昀椀nd solutions Find Filters Quickly tailored for your role or the roles of team After you perform a keyword search, use the members. For example, apply the Developer 昀椀lter to identify solutions for team members who 昀椀lter panel’s Quick Find box (1) to locate 昀椀lters of build integrations or customize Salesforce with interest. For example, enter marketing to quickly code. 昀椀nd and apply the Marketing Cloud 昀椀lter (2). For even more 昀氀exibility, you can now 昀椀lter search results by Salesforce products, supported features, and corporate impact. 5
THIS MONTH THE EXCHANGE Fall 2023 Supercharge your data Filter by Product Use product 昀椀lters to 昀椀nd solutions that are strategy with Tableau tailored to the Salesforce products in your implementation. For example, identify solutions that are built for Account Engagement (Pardot). Accelerators. Now available To get started, search AppExchange. Then click Apps & Solutions, and navigate to the Product on AppExchange. 昀椀lters. Tableau Accelerators are built by industry experts to address common use cases across 100+ functions and industries. Discover and implement ready-to-use — and fully customizable — analytic solutions to help you accelerate your path to data-driven insights. Filter by Supported Features Use supported feature 昀椀lters to 昀椀nd solutions with speci昀椀c technical capabilities. For example, Start exploring identify solutions that are compatible with common org settings like Multiple Currencies or Person Accounts. To get started, search AppExchange. Then click Apps & Solutions, and navigate to the Supported Features 昀椀lters. Previously, these 昀椀lters were called Features & Capabilities. Filter by Impact Use impact 昀椀lters to 昀椀nd providers whose corporate values align with your own. For example, see providers who have joined the Pledge 1% movement, whose members give 1% of their time, equity, product, or pro昀椀t to the community. From here on out, 昀椀lters are making your AppExchange search experience easier, faster, and more accurate. 6
AI GIFT FINDER THE EXCHANGE Making that list Fall 2023 So let’s get started. Shoppers’ Interest in the Following Generative AI Use Cases As u sual with AI, the mor e speci昀椀c y y ou can be with our pr omp t, the be tt er . F or e x ample , “ Sugg est a holida y gift for a y oung w om an who lik es g old je w elry and car es about the en vir onmen t” r esult ed in a in t er esting list o f ideas, but no speci昀椀cs. Ch t anging it o “ Sugg est wher e I can buy a holida y gift for a y oung w om an who lik es g old je w elry and car es about the en vir onmen t” yielded sligh tly mor e speci昀椀c r T esults. yping in “ Giv e me links ... ” earned u s an apology th a t Ch a t GP T c ould no t pr o vide r eal-time links, but it did pr o vide c ompan y and w ebsit e n ames as w ell as sugg est ed sear ch t erms and some help ful tips. Ov er all, w e found typing in a fe w k e y elemen t ts speci昀椀c o the gift r ec eiv er — lik e “ an 11- y ear old bo y who lik m es y st eries ” or “13- y ear old girl who lik es T a and slo ylor Swift ths ” — yielded a fe w ideas w e migh t no t h a v e though t o f on our o wn, but no thing e x tr aor din ary . W e w er e pleasan tly surprised, ho w e v er , with the r esults t o “ Sugg est gifts for a dad who h as e v erything” and “ ... a dad who doesn ’t w an t an ything . ” While the lists did include the typical person aliz ed whisk e y glasses and lux ury gr ooming pr oducts, ther e w er e some Read the full article here. though tful ideas in ther e . Of course, it goes both ways. Retailers are evaluating how generative AI will play a role in customer engagement and operations, if not Pr actively implementing it in their work昀氀ows. Popular use cases include ompt: Who needs elves, generating marketing assets and personalized customer service Sugg est a gift for an 11- y ear old bo who lik y responses. So even if you’re not actively turning to AI for gift-giving es m y st eries. help, you might be getting it. Results: when you’ve got AI? A whole bunch o f m y st ery no v els, Clue-lik e boar dgames, and the t e x t: No m a tt er wh a t y ou choose , m ak e sur e it’ s some thing the bo y will enjo ch y and 昀椀nd allenging . My st eries can be a gr ea Making th t a t holida y shopping list is g e tting a whole lo t easier . w a y t o enc our ag e kids t o think critically and solv e pr oblems. In the 昀椀fth edition o f Salesfor c e ’ s C onnect Shoppers R ed eport — a surv e y o and 1,125 r f 2,400 shoppers We’d love to hear what e tail leaders acr oss 17 c oun tries — Pr ompt: % gi昀琀s you end up getting 17% o f shoppers r eport the y’ v e alr eady u sed Sugg est gifts for a dad who h 17 as with the help of AI. g ener a tiv e AI for pur ch ase inspir a tion. Ev en if e v erything of shoppers . the y’ r e no t activ ely u sing g ener a tiv e AI, lar g e Results: have used generative AI Share with us segmen ts o f the r esponden ts h a v e e xpr essed A person aliz ed gift, a gift o for inspiration. f @appexchange. in t er est in e xploring the t echnology’ s e xperienc es, a w eek end trip t o visit the u se fulness for shopping . gift giv er , a heartfelt le tt er or video . 7
NEWS FROM OUR PARTNER THE EXCHANGE Dun & Bradstreet Fall 2023 LE ON E FOU RD E DL R U Avoiding Tool-Centric Distractions R Balancing the “Golden Record” H Fixating on tools over data can derail data management e昀昀orts. U Prioritizing tools over data parallels amateurs favoring costly H A singular 昀氀awless record can obstruct progress. Stakeholders shoes over training for runners. Gear alone doesn’t ensure victory; hold diverse views; a multifaceted golden record is proposed, training does. Similarly, data’s health prevails over tools. Relevant, accommodating adaptable 昀椀elds or links. This captures accurate, clean, mapped, and updated, quality data outweighs data’s richness and serves varied use cases, valuing di昀昀erent sophisticated tools. perspectives. Lesson Embrace the runner’s mindset. Prioritize data’s health Lesson over tools. Embrace a multifaceted golden record, respecting diverse stakeholder views. LE TWO F I V D LE E R Maintaining Business Focus Amid D U H Data Goals R U Escaping the All-or-Nothing Trap Like runners who participate for health and enjoyment, businesses H Attempting to tackle all aspects at once hampers progress. MDM should progress incrementally, setting meaningful milestones and embark on MDM for speci昀椀c bene昀椀ts. To stay on track, recall initial prioritizing key areas. This approach fosters focus, engagement, motivations. Appoint a business-oriented advocate, document and adaptability. essential use cases, and link success metrics to business MASTERING MDM indicators. Align data mastery with real business achievements Lesson and track progress across the organization. Prioritize incremental progress, meaningful milestones, and Overcoming 5 Hurdles Lesson 昀氀exibility in MDM. Mastering data serves business aims. Align data goals with to Data Success business achievements and communicate widely. T H R E When you embark on your MDM journey, LE E Na viga ting the c omple x landscape o f D m thinking like a smart runner is essential. ast er da ta m an ag emen t (MDM) is lik e R Escaping the Perfection Trap Pace yourself and anticipate hurdles a tr ack -and-昀椀eld h ur dling e v en h t. Each that could cause your organization to U Striving for perfection can stall progress. Even with a 99.9% Create a single, accurate view of accounts and leads. ur dle r epr esen ts opportunities for H Automate and maintain data quality in Salesforce with or win or lose at master data management. accurate dataset, a 63% chance of error exists in a small sample. ganiza tions t o learn and gr o w . Companies delay progress due to perfection goals. Realistically, D&B Connect. Understanding and o Embracing these lessons empowers us v er c oming h ur dles is chasing perfection incurs costs that outweigh gains. Prioritize critical t to prioritize achievable milestones, adapt o building a solid da ta founda tion. gradual improvement, evaluate costs and bene昀椀ts, and prevent Th 昀氀exibly to evolving business needs, and a t’ s wh y it’ s importan t t o e x amine Learn more c pave a path of incremental improvement. wasteful e昀昀orts. ommon pitfalls and misc onc ep tions th a t can hinder pr ogr ess. Lesson Growth comes from gradual enhancement, not perfection about D&B Connect on AppExchange. pursuits. 8
MAKING DATA THE EXCHANGE Accessible Fall 2023 How to Pr epar e for Cyber W eek and Run at Peak Performance While r e tail po w er hou ses lik e C olumbia Sportsw ear h a v e been pr epping for mon ths, it’ s no t t oo la t e t o g e t r eady for C yber W eek. L e t’ s tak e a look a t some k e y tr ends t o help y ou build a plan. Retail Is Shi昀琀ing to Digital Among our r e tail c u st omers, Salesfor c e saw mor e th an a 40% incr ease in ne t -new digital shoppers % sinc e 2020. Due t o brick -and-mortar st or during the pandemic, m es closing an y c onsumers turned t o 40 ec ommer c e for the 昀椀rst time T . increase r a 昀케c t o ec ommer c e sit es fr om social media ch gr annels in net-new digital shoppers e w b y 23% y ear o v er y ear and mor oc e spending c urr ed on mobile de vic es. * * Salesfor ce Shopping Index Get Ready for Shoppers Compar e Pr oducts Mor Cyber Week e Than Ever Beca u se pr essur e fr om in 昀氀a tion h as r em c ained onsist en t sinc e Mar ch o f 2021, 86% o f shoppers ar ch e anging their spending h abits. Inst ead o f spending t ons o f cash, c onsumers ar e spending t ons o f time r esear ching pr oduct r e vie ws and pr oduct c As w Check out this webinar featuring Salesforce omparisons e tr ansition fr om Spooky Season t o be for e the y buy . Win Technical Account Manager Ram Palakodety * t er W onderland, r e tailers all o v er the w orld and Columbia Sportswear’s Marc Leglise * Salesfor ar ce Holiday Shopping Season Blog e pr eparing for their most ch ao tic time o f the y for some great retailer tips, holiday 2023 ear: C yber W eek. Mar c L eglise , Senior So predictions, and some insights into successful ftw ar e E ngineering Man ag er for E c ommer c e T processes Columbia has put into place echnology a t C olumbia Sportsw ear and a C to enable support mechanisms, active ommer c e Cloud c u st omer , put it best when he said, “W system monitoring, and incident response e ar e alw a y s in holida y , or pr eparing for holida management. y; those ar e the only tw o sta t es o f being . ” With some sm art pr ep y ou’ll be mor e th an r eady . Don ’t for g e t, y ou can boost the po w er o f C ommer c e Cloud for y our bu siness this holida y season with a v arie ty o f C ommer c e Cloud apps on AppEx change.
NEWS FROM OUR PARTNER THE EXCHANGE Acxiom Fall 2023 to AI Success 5 AI thrives on high-quality, ethical data. Without 3 it, it’s just “garbage in, 5 pillars to data readiness for garbage out.” As the AI brands embracing AI. revolution continues, a AI isn’t a substitute for good renewed emphasis on Value For brands today, data data or for good marketing. It’s just data quality is essential. readiness means recognizing Transparency The bigger and math. The tech will get smarter, but the Are you ready to join the more complex AI models get, the more fundamentals won’t change: brands the implications of AI on data opaque decision-making can become. need to create a value exchange that’s movement? use, and as a result, embracing Brands must prioritize transparency to worth it for the individual at the other clarify intellectual property and meet end of the customer experience. AI will responsible practices. Our the individual’s expectations. Is the data open new possibilities, but brands will consulting partner Acxiom, rightfully yours to use? Can you explain still need good data practices so they can understand their customers and the a leader in identity, customer the o昀昀er you made or how ads are chosen customers they’d love to have. data management, and the if customers ask? ethical use of data, shares a few om Data of the ways brands can prepare their data to be utilized with 2 Acxiom has been a leader in identity, arti昀椀cial intelligence. Fr customer data management, and the ethical use of data for Fairness The 昀椀ght against bias is more than 50 years, an ongoing one — whether it’s human 4 and helps brands bias or the kind that can 昀椀nd its way into improve millions of marketing algorithms. Brands must be vigilant against any use of data that could customer experiences lead to unfair, harmful, or discriminatory every day. 1 outcomes — not just at the point of interaction, but way down the line of any customer journey. Minimization It might sound counterintuitive to talk about data minimization given the staggering Quality This one doesn’t need much volumes of data AI can process. But Learn more explanation. As the volume and variety of brands can’t just pump information into a data points explode, the importance of data lake and worry about it later. The risks data quality and good data management of regulatory noncompliance and data grows, too. This is “garbage in, garbage breaches are serious — not to mention the about Acxiom on out” squared. So high-quality fuel is non- environmental impact of growing data AppExchange. negotiable. storage volumes. 10
COVEO THE EXCHANGE Partner Spotlight Fall 2023 Dreamforce and the Learn how AI Revolution. Coveo uses AI Dreamforce 2023 was an inspiration-packed three days of to help customers Data + AI + CRM + Trust. improve CSAT. That’s a wrap. 80 With over 1,500 sessions, 100 product In this episode of AppExchange Mavericks, Salesforce MVP demos, and 80 hands-on workshops, hands-on this year’s Dreamforce was unforgettable. workshops Phil Weinmeister sat down with Patrick Martin, General 1,500 How’d it go? We brought together the Manager of Service, Coveo. See how Coveo delivers most in昀氀uential minds and innovators sessions to share their insights, highlighting our relevant personalized experiences in service, commerce, new Einstein 1 platform, sharing exciting opportunities for AI certi昀椀cation, and We showed how everyone can be and more with uni昀椀ed indexing and AI that 昀椀ne-tunes exploring how to start supercharging results with each query. the customer experience and business an Einstein and presented the latest productivity with AI for every industry. Salesforce updates, including our zero retention architecture, which keeps your data secure. Of course, Customer Success and Partners were at the center of it all. To learn about the impact of partners at Dreamforce, check out the Phil Weinmeister Patrick Martin AppExchange landing page. Salesforce MVP General Manager of Service, Coveo 100 product demos
DREAMFORCE RECAP THE EXCHANGE Looking Back Fall 2023 Einstein: AI built on trust. customer experiences. Einstein Copilot is a At Dreamforce, we announced Einstein 1, Einstein Copilot, and Einstein Copilot Studio. conversational AI assistant built into every We’ve got partners in All of our AI innovations keep your sensitive data Salesforce application, which helps users with secure with the Einstein GPT Trust Layer, which tasks like extracting meeting summaries, writing masks data before it reaches generative AI tools. call scripts, or building agendas. And Einstein every industry. They know Then, following our zero retention architecture, Copilot Studio has three tools: Prompt Builder, your data also stays secure after you get results. Skills Builder, and Model Builder. These builders So, exactly what do these innovations do? empower Salesforce developers to customize Salesforce and they’re on The Einstein 1 platform uni昀椀es application Einstein Copilot for their teams, tailoring the metadata and uses the power of AI and language learning model to the unique needs of CRM to drive productivity and build trusted each customer. the cutting edge of AI. Jim Roth President, Global Customer Success, Salesforce How to use AI to your advantage – from the pros. Our partner ecosystem can help customers put Brad Lightcap, COO, OpenAI, acknowledges that AI to good use for the future. To stay relevant some companies don’t know where to start when and competitive, customers need to be adopting it comes to integrating AI into their business. new technology. Here’s a summary of his advice: During the “Customer Success Keynote: Focus on areas that matter. Model Builder Prompt Builder Skills Builder Maximize ROI with a Path to AI,” Tara Ridley, VP Figure out where model capabilities meet your Seamlessly integrate your preferred Create trusted AI experiences by Equip Einstein Copilot with a menu Alliances & Channels, APAC, brought us up to business and product needs. predictive and generative partner designing prompts that are rich in of AI-powered, domain-speci昀椀c speed on our partnership with OpenAI. OpenAI AI models, train them on data in context. Empower teams to develop, actions that it can mix and match is an AI research and deployment company with Remember it’s going to be a journey. Data Cloud, and use them to equip manage, customize, and templatize based on your customer’s needs. a mission to bene昀椀t humanity. Don’t be afraid to take a few big bets. Einstein Copilot with more accurate prompts to steer generative AI. insights and content. Get certi昀椀ed in AI and data. See you next year. Thank you again to everyone who was able to Lynne Zaledonis, EVP, Customer Success and AI Associate: The Salesforce Certi昀椀ed AI join us in person or on Salesforce+ this year. Partner Marketing shared how to skill up for Associate should be able to provide informed Getting together around a shared vision brings us the AI revolution with Trailhead, our online strategies and guide stakeholder decisions closer together and makes a huge impact. learning platform. Trailhead allows you to earn based on Salesforce’s trusted AI principles. resume-worthy credentials and get comfortable % Special shout out to our Customer Success Data Cloud Consultant: The Salesforce Keynote Golden Hoodie Winner Evan Decker, with the latest technology innovations. When a customer uses a partner to manage emerging Certi昀椀ed Data Cloud Consultant meets 100 Senior Consultant from Salesforce partner maintainable and scalable customer business of customers Slalom. technologies, they see 31% faster adoption. requirements, and contributes to a customer’s believe Trailhead increased ROI See more from the largest AI event in history by Salesforce is o昀昀ering new certi昀椀cations around long-term success. for their Salesforce instance. streaming on-demand Dreamforce recordings on Evan Decker AI and data so you can build expertise in-house. Senior Consultant, They’re available now. Salesforce+. We look forward to seeing you next Sophos year or at an upcoming local event. 12
SALESFORCE BEN THE EXCHANGE Looking Forward Fall 2023 What do I do with this information and how do I start adapting? The most realistic answer is: incrementally. Generative AI In order to start evaluating potential use cases for AI is such a new technology for many of us, it’s best to start within your organization, a couple of processes need to by educating ourselves. Then follow a process to see how take place. it can be utilized inside your organization. First, organizational discovery will need to happen. That means understanding what the priorities for your organization will be over the coming years. Second, use-case discovery will be able to match gen AI solutions to pain point areas within your organization. How to Get Started with The second part of this process can be easy with some of Salesforce’s out-of-the-box gen AI features (such as sales email generation). However, it’s also important to realize Generative AI that generative AI isn’t just restricted to out-of-the-box solutions. With Copilot Studio, Salesforce professionals can now create templated prompt solutions to meet any requirement. Trailhead has been rolling out a fantastic array of badges Because gen AI is so new, and the potential uses are so to learn about fundamental gen AI concepts. The “ Salesforce Ben shares his advice. Get wide open, the Salesforce ecosystem is sure to bring Started with Arti昀椀cial Intelligence” trail includes modules fascinating new solutions. Watch this space. on gen AI and natural language processing, as well as important concepts such as data fundamentals for AI. You Just as organizations began to get comfortable At Dreamforce ’23, which was the largest AI event will also want to ensure you familiarize yourself with all of with their cloud technology and digital of the year so far, we learned how Salesforce the gen AI announcements coming out of Dreamforce to plans to de昀椀ne itself with Einstein 1. This transformations, arti昀椀cial intelligence get an idea of the art of the possible. platform combines the Data Cloud and Einstein emerged, promising to rede昀椀ne everything we understood about technology. AI capabilities to deliver AI-powered, real-time Crucially, the real impact of generative AI is going to be automation. We also heard about Einstein the business processes and user tasks that are augmented While we see new technologies emerge Copilot, Copilot Studio, and Einstein GPT, the using this technology. These processes are going to have product that can write Apex code for you. pretty often and get overly hyped, arti昀椀cial to be found, rede昀椀ned, and then supplemented with AI intelligence really does feel di昀昀erent. Company to reduce time, cost, and complexity. With all this news coming out from Salesforce strategies are being rede昀椀ned, organizations and the wider tech ecosystems, it can be easy to are pivoting to AI 昀椀rst, and internal company sales budgets for gen AI are set to triple by get excited and even easier to be overwhelmed. It may beg the question, “What do I do with this 2025 (according to “The State of Salesforce information and how do I start adapting?” 2023–24 report”). 13
SALESFORCE LABS THE EXCHANGE Whats New Fall 2023 Free Ways to 1. Prioritize the right cases. Interactions between customers and and agent aren’t always the The Knowledge Case De昀氀ection app automatically suggests Optimize Your fastest way to solve customer problems. In fact, some cases may knowledge articles using Einstein Article Recommendations be hindering you from handling more urgent customer matters. to customers after opening a case, and provides them a One way to ensure you are prioritizing the right cases is to audit chance to close it if the articles are deemed helpful. Service Operations the inquiries your service team is receiving. If your team is Learn more constantly being bombarded with the same questions, consider setting up an FAQ page or knowledge base to address these. With the power of Salesforce Labs, you can de昀氀ect many cases by providing automated email responses with links to relevant self-service knowledge articles. 2. Handle cases in a timely manner. Track time spent working on cases automatically. This one may seem obvious, but handling cases in a timely manner is crucial. Not only will it provide an exceptional experience for your customer, but it will also ensure your team is tackling as many inquiries as possible. The Case Timer for Service Console is an ideal solution you can leverage to track your agent’s resolution time. This app can time your cases from the moment they open to the second they’re closed, and helps businesses streamline their support processes and improve resource allocation. Its user-friendly interface and seamless integration make it a must-have for companies looking to deliver exceptional service The customer experience can Here are six ways you can experiences while e昀케ciently managing their resources. make or break your brand. provide an exceptional Learn more The way you handle customer customer experience, reduce interactions signi昀椀cantly impacts case load, and improve your loyalty. Salesforce Labs supports service implementation with the e昀昀orts of your service teams free things you can 昀椀nd in with apps, components, and Salesforce Labs. 昀氀ows that keep your customers coming back. 1414
GETTING READY THIS MONTH THE EXCHANGE Fall 2023 3. Keep your content up to date. 5. Track your results. Track and improve the quality of your knowledge articles. If you ever wonder if that knowledge article you wrote is actually helping While we recommend setting up a knowledge base to handle customers, it’s time to 昀椀nd out. Like any other area of your business, it’s your common questions, it’s important to maintain them important to track performance around your knowledge articles to see and ensure they remain relevant to customers. Gathering where you can improve. The Lightning Knowledge dashboard provides all feedback can help you determine which articles are most sorts of valuable insights into your knowledge base, such as most viewed helpful, and which ones need work. The Lightning Knowledge articles, average article scores by author, and top queries without results. Feedback app collects written feedback from customers and This AppExchange o昀昀ering has much of what you need to visualize your assigns it to the best person to manage those insights — and knowledge base at a glance — and ensure it’s performing well. implement improvements. Learn more Learn more 4. Ensure your content meets industry standards. 6. Automate tasks for cases with triggered flows. As your organization grows, processes are certain to change, and If your customer support team has to manually close cases after more than seven days, it’s a good practice to update your knowledge articles as soon as that impacts e昀케ciency and takes agents away from more urgent tasks. Automated changes roll out. Content Standards Checklist is a Lightning Web Case Work昀氀ows is your one-stop shop for all common automations on a Component that enables auditors to track and improve the case object. Some of the tasks it can do for your team include closing quality of your Salesforce Knowledge articles. It lets cases that are waiting on customer responses, case escalation, admins easily create a custom checklist to help creating cases based on external events, to name a few. This ensure articles remain relevant and up to package is designed to ensure timely closure of cases industry standards as your organization with multichannel noti昀椀cations, real-time Slack evolves. This drag-and-drop checklist collaboration, and better case management. can help auditors determine the Learn more quality of an article, monitor your overall organizational maturity around article quality, and evaluate the cumulative score for knowledge- centered service contributors. Learn more Discover more customer service apps. We’ve covered just a few of the apps on AppExchange you can use to enhance your service operations. Salesforce Labs is constantly bringing new innovations to the marketplace, so be sure to follow us on X (@AppExchange) to stay updated on our newest inventions. You can browse through more service apps created by Salesforce Labs and partners here. If you’ve used any of these apps, we want to hear from you. Share your experience with other users by leaving a review.
