Telephony has forever and a day been a dark art , thrust into the hands of the IT Department who typically do not have the technical background or skills in telephony and PBX systems. They usually have inherited it due to it having no better fit elsewhere in the business.

The telco world, and it’s components are very different to the IP based world that traditional IT is used to operating within. Often these historical telephony deployments are also creaking, having through accident and sometimes design, over time been configured in weird and wonderful ways that now no one is familiar with or has the time to unpick. So IT are keen to have someone else own the problem, but find there is nowhere else to locate it in the business!

Often therefore IT has worked with a local telecoms reseller, someone who can get to site if/when needed to physically configure and get to the PBX or deskphones.

Someone new joins and you provision their applications and then have to physically setup a deskphone and the PBX for their number, and hunt groups etc. Worse you open a remote office or have a home worker and want to divert calls based on certain conditions to their home line, their PC or their mobile or all of the above.

Setting up another office location local or foreign opened up an interesting IT jobs list. Put a local PBX in for the workers there, bridge phones so you can cross office dial and transfer calls, all the things the user and customer ends of the call would take for granted. This is where a simple thing takes effort and costs and this is to achieve something basic after all!

So for the business it’s not an ideal situation, the technology is not empowering, disrupting or enabling, simply residing. What about the customer? The world has changed and continues to do so at a rapid pace, with internal user and external customer expectations of experience at a height never seen before due to the inferences of the likes of Amazon. So why o’ why do we put up with the poor telephony experiences we are dealt?

We put up with impersonal, unfriendly, treated like a number experiences!  On the web we quickly saw sites go from basic, flat un-interesting and un-engaging to rich, engaging, personalised, smart experiences. Sites where they recognise you have come back, what you did before, who you are, your profiles, what you likely need now and present as personal and shortened an experience as possible.  People analyse drop offs from site pages, how long people stayed, are the 5 clicks to get to page Y too many, what impact does the web journey have on the customer and they do something about it! Web sites are bi-directionally linked to CRM systems, data captured updates the CRM, customers can via the web page update their CRM information and CRM data about the customer can be used to personalise the web experience.

Yet the telephone has been forgotten. We are presented with generic routing whether 1st time calling or the best customer, we are treated the same. Nothing known about us is used to customise our experience or our journey or to speed us on our way.

Now that is without you even being in a dissatisfied position! Now exasperate that and it quickly gets worse.   Call through and log a complaint, having gone through all the rig moral of the voice menus (IVR – Interactive Voice Response) , gotten through and identified yourself, been transferred to the right person, logged a complaint and been told you would get a call back. But the call hasn’t come! You call back in and go through all of the above again, get to an agent, likely having queued at the back again and  perhaps ask for a manager to escalate. Having done so, how many more times do you need to go through this loop is hitting your mind?  And as you do, you start to get familiar with the IVR menu’s knowing what to press at each stage from memory, a state you should ideally never get to.

Been here before? Been at a stage of calling a firm knowing the menu and time you need to go through just to get to speak to someone, expecting to hear a pre-programmed they are busy message (because they don’t really want to speak to you, wanting you to self serve, hence cutting back too far on their agent coverage!).

This is where you as the customer start to get frustrated or even angry, you tell others and perhaps even threaten or actually move your business.

So isn’t it time that telephony comes into the customer experience age?

We have seen other areas of technology rapidly disrupted by new form factors such as Cloud, IOT and smart devices and the way we serve turned on its head.  Should telephony be that hard for the business and the customer?   Why not take the same approach and expectations driven by the web experience and apply them to your telephony.

Provide a system that empowers customers to have personalised experiences, based on who they are to you, what you know about them and the current situation. One that shortens the customer journey and provides your staff the information to help the customer quicker and engage them more effectively. If you have invested in Salesforce and in driving data capture about customers and prospects why not increase its value to you and leverage this into your phone journeys.

Imagine being able to inform a sales user that should a key customer be marked as ‘Gold’ category when their calls will automatically be put to the head of inbound call queues. That any new sales opportunity in the CRM over a target threshold value will automatically get priority support during their trial experience and bypass automated call recording triage processes. That if you put an account in your team’s name that any of their inbound calls will automatically go to the sales rep allocated and then the call group for your team only. All of this simply by changing CRM data, not having to go and re-configure the phone system!

By removing the complexity from telephony and utilising an embedded Salesforce telephony system the alignment of the phone system with the business is put onto a business needs level and removed from being technology led.  The Salesforce Admin who would work to align the customer processes to Salesforce can now align them to the phone interactions required, be they inbound, outbound or both. Being able to drive a telephony behaviour based on any live Salesforce data, to capture data quickly and easily from a phone call into Salesforce and to report and analyse combined Salesforce and telephony data all in one place allows the immersive blending of the phone system into the remit of the Salesforce team.  

Thus, in this way telephony decisions become customer led and focused and not technical blocks to the business and customer. Changes can happen quicker and be far more customer aligned and flexible. The value from business’s Salesforce investment is increased, the data in Salesforce becomes more important and the Salesforce Admin and team in the business deliver increased richness and range to users and customer outcomes.

Want to know more about embedding your Entire Phone System into Salesforce – Find Information at Natterbox.com

Idea from IDEa

Recently, I needed to code a little tool in Java. The last time I coded something in Java was in high school, so it was a nice exercise for me to dust off my Java and get back up to speed on learning some new stuff, too. I used IntelliJ IDEa this time and found their so-called “intention actions” or “bulb actions” quite helpful. After coming back to developing in Salesforce I really missed some of them, because they really sped up my work. This lead me to take a look at Sublime’s Package Control, and when I found nothing similar there, I decided that maybe I’m not the only one who’d like to have those.

What are my intentions?

I thought – which actions do I do most often, and hence are good candidates for automation? I came up with this list:

– Add getter

– Add setter

– Add both getter and setter

– Add constructor parameter

– Add class constructor

– Add init method and call in each constructor

– Add 0-arg constructor and init method

– Add method overload

These are basic actions that you can do quickly with “Apex Intention Actions”.

How this works

The plugin analyses the first string you have your cursor on and suggests actions you can do quickly with it. It’s not automatic, so you need to call the plugin by tapping a hotkey.

You can also use hotkeys for all of the actions.

Future

The plugin is maintained, though I plan to migrate to VS Code for Salesforce development. So, soon Apex intention Actions will run on VS Code! 🙂

The project also has a wiki ( https://github.com/nchursin/ApexIntentionActions/wiki ), so you can find more info there.

Try it yourself – https://packagecontrol.io/packages/Apex%20Intention%20Actions

Lyrics

Each and every time developing an integration, I wanted to automate the most tedious and routine part of it – creating wrappers for integration entities. I found a couple of tools for it, but all of them are online tools. That meant I had to leave the comfort and speed of automation via command-line and my keyboard, which I did not prefer to do. I used Sublime for a while and tried to find some polygons that would help me, but failed. But, that’s alright – as they say, if you can’t find something that suits your requirements – DIY!

Basic JSON2Apex

Basically, this tool can create an Apex class from a JSON sample, e.g. an API response. How is this any different from online tools, you may ask? Most online tools do not care about having the same attributes in entities and often generate a lot of almost similar classes. Well, when I’m generating a code I want to get rid of manual completely, so I don’t want to look through generated classes to find duplicates. JSON2Apex handles similar properties and generates only one wrapper class for them.

Meta-language

There’s one more feature in the plugin – it allows you to code in a meta-language. This means you can quickly create some kind of an interface for the future class. You describe the whole class in YAML, specifying interfaces it implements and classes it extends, and JSON2Apex generates a class with methods’ notations. So you should only insert implementation.

Creating API

At the time when I started coding this tool, I was working on an API for an Angular app, and we had to document it in Swagger 2.0. Researching the Swagger syntax, I thought that it would be nice to have a tool that would create an API from the description. Unfortunately, I’ve found nothing useful for generating Apex from Swagger, so, once again, I started coding it myself. The work is still in progress, but soon we will generate a Salesforce custom REST resource out of an API description written in Swagger. RAML 1.0 is also in the works!

Try it yourself! – https://packagecontrol.io/packages/JSON2Apex

Celigo’s Excel SmartClient is a powerful tool that can be used to retrieve data from Salesforce into Excel. Once in Excel the data can be modified (even with formulas) and pushed back to Excel with one click. Errors are displayed in Excel and can be fixed on the fly and sent back with one click.

See how the Excel SmartClient can quickly retrieve and update leads (just one of hundreds of use cases) by going to the 1:20 mark of this video.

Have you ever created a view of an object in Salesforce and wished you could export it? Now you can. Just the time saved by not having to repeatedly create or run a report, export it to CSV, and then open it in Excel could pay for this tool many times over.

Celigo will be exhibiting at Dreamforce 2017. Look us up. Email me (chris.corcoran@celigo.com) and I can provide you with a discount code for your 1st years subscription if you sign up before November 15, 2017.

Salesforce as gone the extra mile when it comes to Nonprofit organization, they offers not only huge discounts, but also 10 free licenses, for that reason there are hundreds of thousands NPO’s using salesforce globally. Still the NPO’s are operating under a very low budget from one hand but need to extend their reach as much as possible from the other hand. The 2 main tasks of every nonprofit organization is to increase their donation collection and improve the services to their community. In order to do it they need to constantly improve their digital presence using digital forms and services.

The donation process is not an easy task and there are way to improve this process, read more on how to Optimize your nonprofit donation form.

Omni-Channel enables your contact center to push work to the most qualified, available support agent in your organization in real time. Omni-Channel lets you create work items from your Salesforce records including cases, chats, leads, and custom objects and route them to the most qualified, available agents in your organization, all in real time. Omni-Channel integrates seamlessly into the Salesforce console, so it’s easy for your support agents to use.

For more details on Omni-Channel, you can check out the references detailed in the bottom of this page. Now, Lets jump into setting up a fresh Omni-Channel for our support agents.

Step – 1: Enabling Omni-Channel in Salesforce

The first thing you’ll need to do is enable Omni-Channel. Once you enable the feature, you’ll be able to set up the rest of the configurations you’ll need to start routing work to your agents.

To really get this party started, though, we need to learn about how to turn Salesforce objects into work items that can be routed to your agents. Let’s check out Service Channels!

Step – 2: Service Channel configuration

Service Channels let you turn a Salesforce object, such as a case, lead, SOS session, chat, or even a custom object, into a work item. Once objects are converted into work items, Omni-Channel can route and assign them to agents.

Step – 3: Defining routing settings with “Routing Configurations”

Routing Configurations determine how your work items are routed to your contact center agents. These configurations let you prioritize the relative importance and size of work items across your Omni-Channel queues.

Speaking of queues, next, we’ll see how to associate your Routing Configuration with a queue so your agents can receive work items. Onward!

Step – 4: Using queues to route work items:

Omni-Channel harnesses the power of Salesforce queues to route work items to agents. Omni-Channel associates those queues with your Routing Configurations to route those work items to your agents in real time.

Let’s drill in and take a look at a couple queue settings that are important for Omni-Channel.

Step – 5: Associating routing configuration with queues

As we mentioned earlier, you’ll need to associate each of your Omni-Channel queues with a Routing Configuration. The Routing Configuration determines how the items in the queue get pushed to agents.

Your queue needs to support the same objects that you included in your Service Channels. That way, those objects can be funneled into your queue and pushed to your agents.

• Fill in the Queue Label and API Name.
• Select the Routing Configuration created in Step-3.
• Select the salesforce object that you want the queue to be associated. [in our scenario it would be CASE object.]
• Next step would be adding the agents to respective queues [as shown in next step].

Step – 6: Adding your agents as queue members

To be able to route the objects in the queue to your agents, you need to assign each of your agents as queue members. That way, Omni-Channel knows that those users can take ownership of the objects in the queue.

Step – 7: Defining agent’s availability with Presence Statuses

Presence Statuses let your agents indicate how “present” they are to receive new work items throughout the day. “Online” statuses let agents receive work items from specific channels. “Busy” statuses let your agents indicate when they’re away from their desks or otherwise unavailable.

Step – 8: Defining agent’s omnichannel setting with Presence Configurations

We’re almost done! With Presence Configurations, we can determine how much work agents can take on at a time and what Omni-Channel behaviors they can access while they assist customers.

To get you started, Salesforce created the Default Presence Configuration for you, but you can have multiple configurations for different types of agents who handle different work items.

• Fill in the Presence Configuration name.
• Developer Name is the API name.
• Define the capacity of the agent. Capacity would be the individual capacity for the agent.

Step – 9: Give Users Access to Presence Statuses with Permission Sets

Make presence statuses available to agents who are assigned to certain permission sets.Presence statuses indicate whether an agent is online and available to receive incoming work items, or whether the agent is away or offline. You can give users access to presence statuses through permission sets, or alternatively, through profiles.

• In Setup, enter Permission Sets in the Quick Find box, then select PermissionSets.
• Click the name of the permission set to which you want to give access to statuses.
• Click Service Presence Statuses Access.
• Click Edit.
• Select the presence statuses that you want to associate with the permission set. Agents who are assigned to this permission set can sign in to Omni-Channel with any of the presence statuses that you make available to them.Click Save.

Step – 10: Give Users Access to Presence Statuses with Profiles

Make presence statuses available to agents who are assigned to certain profiles. Presence statuses indicate whether an agent is online and available to receive incoming work items, or whether the agent is away or offline. You can give users access to presence statuses through profiles, or alternatively, through permission sets.

• In Setup, enter Profiles in the Quick Find box, then select Profiles.
• Click the name of the profile to which you want to give access to statuses.
• Don’t click Edit next to the profile name. If you do, you won’t see the correct page section where you can enable statuses.
• In the Enabled Service Presence Status Access section, click Edit.
• Select the presence statuses that you want to associate with the profile.
• Agents who are assigned to this profile can sign in to Omni-Channel with any of the presence statuses that you make available to them.
• Click Save.

ADDING THE OMNI-CHANNEL WIDGET TO THE SALESFORCE CONSOLE:

After you get Omni-Channel all set up for your organization, it’s time to add the Omni-Channel widget to the Salesforce console so that your agents can start receiving work.The Omni-Channel widget appears in the bottom right corner of the Salesforce console. From there, agents can change their presence status and triage their incoming work assignments.

• From Setup, enter Apps in the Quick Find box, then select Apps.
• Click Edit next to the Salesforce console app that you want to add the Omni-Channel widget to.
• In the Choose Console Components section, add Omni–Channel to your list of selected items.
• Click Save.

Testing out your Omni-Channel Routing:

• To test your implementation, route a work item to yourself through the Salesforce console.
• Log in to the Salesforce console.
• Make sure that you log in as a user who’s enabled to use Omni-Channel. For the sake of testing the feature, make sure that you’re the only agent who’s signed into Omni-Channel.
• In the Omni-Channel widget, change your status so that you can receive incoming work items.
• In the console, navigate to the record that corresponds to your current presence status’s channels.For example, if you’re logged in with a status that’s called “Available for Cases,” navigate to a list of your open cases in the console. We’ll assume that your “Available for Cases” status is associated with a cases service channel. After all, it wouldn’t make much sense if your “Available for Cases” status made you available for, say, leads, would it?
• Select the checkbox next to the record that you want to route to yourself.
• Click Change Owner.
• You’ll be redirected to the Change Case Owner page.
• Select Queue from the Owner list.
• Enter the name of the queue that you associated with your routing configuration.
• Sit back and relax. You’ll see an incoming request notification in the Omni-Channel widget within a few seconds.

For more illustrative reading with screenshots. Please visit my blog – Guha’s DevForce.

References:

• Salesforce Help Document
• Salesforce Video Tour
• Omni Channel Implementation Guide

The most critical decision for your organisation is choosing the right database platform. Non-profit professionals understand the value of every constituent interaction; under constant pressure to lower operating costs while building constituent loyalty, nonprofits can’t afford to miss an opportunity to deepen relationships. To achieve their objectives many organizations have adopted Salesforce as their customer relationship management software (CRM). Salesforce is an excellent choice for non-profit organizations.

The Salesforce platform is quite flexible and powerful to centralize the data management needs into a single system of non-profits. By tracking and managing programs, clients and operations all in one place, this system helps in removing data silos. It helps in connecting your entire non-profit to your supporters, partners, employees and programs to strengthen your community and deliver better programs and services.

Salesforce offers many functional features. It helps in non-profits to keep records of members, conversations with them, their preferences and interactions with prospects.

In this article, let’s discuss few strategic moves that your non-profits can make with Salesforce to supercharge relationship management.

Non-Profit Success Pack (NPSP)

Salesforce offers nonprofits an end-to-end solution called the Nonprofit Success Pack (NPSP).  The NPSP helps to organize data and keep-to-date information. Non-Profit Success Pack develops a foundation of a flexible platform that empowers non-profits of all the sizes to run their business in a better way and engage with their constituents more deeply and advance their missions.

Marketing Communications

The way we communicate has been changed by the popularity and extensive usage of mobile devices and social networks. Organizations with optimum usage of resources can amplify their social change efforts with strong marketing strategy and the right technology.

Following are the main features of Marketing Communications:

Email Marketing:

For non-profits fundraising, email marketing acts as its heart. Professional looking emails optimize deliverability. Using a variety of methods a non-profit can segment donors. With the help of segmentation, non-profits can choose specific groups for specific information customized for them to send the right message at the right time. This, in turn, increases the probability of achieving the desired results from a campaign.

Market Segmentation:

Market segmentation helps in maintaining a separate list of current member, past members, prospective members and board of directors. The non-profits team launch a campaign to encourage the past members to renew their membership. With the help of Salesforce, the team rather than using the same renewal reminder method can draft a special message for this group.

Social Media Engagement:

The one way through which we share what we care about in our personal lives is Social Media. Through social media networks, you can connect with people on 1 to 1 basis and foster the power to build long-lasting relationships with more people regardless of the location and time. Along with participating in the conversations Salesforce also allows your non-profits to efficiently measure your efforts and show the value of your organization’s investment in social media and improve your strategies.

Mobile Marketing:

Salesforce allows you to create, target, send and track all mobile messaging including email campaigns, SMS marketing campaigns to deliver the right message at the right time.

Use Web-to-Lead Feature in Salesforce:

Nonprofits publish forms on their website to collect information and give people a way to submit an inquiry. When a person fills out the form on the website, Salesforce’s Web-to-Lead feature creates a new Lead record in Salesforce. Using Web-to-Lead, tying the website form with Salesforce, it is easier to track leads and follow-ups.

Community Engagement

The key to building alignment and accelerating your mission is collaborating with funders, staff, members, volunteers and supporters. A secured environment is offered by Salesforce for non-profits to build communities of interest, purpose and action so that your entire ecosystem can work together to drive social change.

Non-profits can use the simple way to connect donors with each other and recipients. It helps non-profits in using communities for real-time collaboration, information sharing, and customer service. Users can share files, data, and records. And they can check into the community on any mobile device.

For instance: A non-profit’s big annual fundraiser offers an opportunity for reaping the benefits of creating a special community. The nonprofit can set up the community so only those on the event’s committee have access to it. Through the community, the team can document their plans, build a checklist of tasks, share graphics and program files, post-task updates, and manage the budget.

Tracking the Fundraising Data

It can be much more difficult for nonprofits to track and predict fundraising data than it is for for-profit businesses to track sales. Sometimes nonprofits are collecting straight cash donations, sometimes they’re providing a good or service for the funds they receive (e.g., selling t-shirts or doing a carwash), sometimes people are donating tangible items instead of cash, and sometimes the organizations receive grants. Tracking incoming funds and managing donor data can be complex, and many nonprofit employees may struggle to enter data accurately or completely.

You can empower your entire non-profit organization to cultivate donor relationships by breaking down silos and offering a 360 view of every interaction with a funder or volunteer. Salesforce for non-profits can help you in not only creating and growing donor relationships but also making the donation cycle from a pledge to payments. It also helps in offering a social, collaborative and mobile experience which today’s don’t expect.

Features:

●     With donor management acquire a complete picture of your donors, volunteers, clients and other constituents in one place

●     Raising funds and managing the donation cycle from a pledge to payment including individual donations and grants.

●     Streamline your grants prospecting, management and reporting with Salesforce’s powerful automation and real-time analytics.

●     Efficiently recruit, track, and manage volunteers with Salesforce and retain volunteers and generate powerful reports and analytics in real-time.

●     Set up Automated Tasks in Salesforce

●     With automated tasks in Salesforce, a non-profit can maximize its effectiveness.

For Instance: Users can create tasks in Salesforce that can be automated and assigned to individuals responsible for completing those tasks.

Your non-profits can generate automated reports and dashboard to keep people in the loop about the campaign’s progress through Salesforce. This helps in successfully meeting the deadlines of the campaign. Non-profits can benefit from many powerful features of Salesforce to be more effective and proficient and use the time to focus on the organization’s core business.

Data hygiene

Because of the sheer volume of data nonprofits collect and the inconsistencies in the way it’s collected and entered, nonprofits often have problems with incorrect, old, or duplicate data in Salesforce. There can also be multiple chapters of an organization entering data in different places or collecting it in different ways. And most organizations either don’t have enough staff to deal with data clean-up, or they simply don’t have anyone with the expertise to do so. Salesforce is only as powerful as the data it holds, so doing some regular house cleaning is crucial. If nonprofits don’t have the resources in place to handle data hygiene, it may be a good idea to look outside for help.

Analytics

Turn your nonprofit’s big data into big impact.

From programs to marketing to fundraising, many nonprofits struggle to get real-time answers to key questions: Which programs make the biggest impact? Which campaign was most effective? Where are we getting traction with donors? Measuring the effectiveness of a nonprofit is difficult. For-profit businesses have measures like top-line growth (revenue), bottom-line growth (revenue minus costs), and profit margin (net income divided by revenues). But nonprofits have to work harder to measure their success. Nonprofits are also getting more pressure to show their impact.

With Salesforce Analytics you can go beyond reports and dashboards – dynamically drill into data to identify opportunities and make better decisions. Quickly query and explore data across your systems to get exactly the information you need without being stuck in prebuilt reports and this desire to show impact is where Analytics Cloud comes in to help.

App Exchange

Your non-profits with the help of Salesforce can make use of pre-integrated solutions for marketing automation, events management, volunteer management, fundraising and more. You can extend the functionality of Salesforce with the third party tools. Thus the Salesforce AppExchange is a thriving marketplace of tools to extend Salesforce’s functionality. Available tools range from integration with popular email marketing tools to online donation tools to event management. There is also a whole crop of nonprofit specific applications, including apps used to track volunteers, manage auctions, track case management, and manage affordable housing programs.

To Summarize

By providing robust data-tracking and reporting capabilities, a CRM solution like Salesforce can help non-profits to streamline their internal management, analyze donor engagement and deepen their connections to supporters. They can transition from guessing next steps to making data-driven decisions, thereby optimizing their communications tactics and overall efficiency. With quantitative analysis backing their decisions, organizations can focus on pursuing their mission and make significant strides toward their cause.

Recently, I was doing an integration and was faced with a situation that lead me to think, is there a better way to do this, i.e. handle callouts in Salesforce?

Well. Yes. There is, was the answer I found.

You must be wondering what I am talking about. Well,

• I didn’t want to hardcode my API Credentials in code which is not the CORRECT way to go about, and which would also cause issues when deploying to Production
• Was looking at a better way to store credentials and make it more secure than using Custom Settings
• etc.

So, this lead me in search of a BETTER WAY to achieve this within Salesforce, and well, I found my answer – Named Credentials.

Named Credentials allows to define the Callout URL endpoint and any required authentication parameters in one definition, and Salesforce handles the rest for us. This means,

• I didn’t have to hardcode any credentials in code which is NOT the correct way to go
• I didn’t have to use Custom Settings
• etc.

This also saved me a lot of trouble of not needing to define a Remote Site Setting entry to white list my endpoint URL, which I would have to use if I had used the traditional way of using the endpoint URL in code, or handle authentication within code which would cause it to be less secure, etc.

Happy coding… Named Credentials #Simple #Easy #Secure #Better

The long wait is over now! 🙂  Mass Inline Editing comes to Lightning Experience!

Finally, this news will excite many of our Salesforce Customers around the world. It’s been a very long time since the classic version started, Customers have been asking about it. Where do we mass edit these records in Salesforce? OR it would Hey, Can we edit 10 records in the list view at a time?  And our usual answer would be – Well that’s a great question, but unfortunately, we can’t-do it out of the box. But we can certainly bring for you via customization of list views with Apex/VF or we can choose one of many mass editor tools available out there in the Salesforce AppExchange.

Well, now it’s time to say, YES.

• Just select your records in list view.
• Double click on the field in which you would like to change the value.
• You would see a small checkbox saying – “Update # Selected Items”.
• Check the checkbox and hit Apply.

BOOM! You have mass saved the list of selected records with the chosen/entered value in the field. That was so easy, isn’t it?. And this cuts down at least a week of development effort if we had gone with customizations approach/installing an app exchange app.

Note: This works for only for records with same Record Type. It will not work if the selected collection has different Record Types. 

Check out the Video Demo to see this in Action.

Time to make your Customers Happy! 

The term “customer journey” refers to the stages a customer goes through in his relationship with your Business. Since today brands are promoted using all Media forms, and talked about everywhere each customer has a different journey he travels through in his relationship with this brand. One may see an ad about it in the paper and also hear about it from a friend’s tweet. Another may See a campaign on Facebook and look around in the brand’s website. Each user has a completely different route to the same target.

“Dynamic” means the routes users are taking are not “one size fits all” but rather customized to suit each individual. Dynamic also means that the processes cannot be fixed and rigid, they need to happen in real time based on user previous actions and preferences. For example, if a user states his age he will be shown an ad that is relevant to his age group.

Salesforce marketing cloud sums it up really well saying that “Customer journeys occur through a series of interactions — at every touch point — with your brand. A well-planned digital marketing strategy can help guide the way. The marketer’s goal for any customer journey should be to create a string of seamless, personalized experiences over many channels: email, mobile, social, advertising, and the web using digital forms.”

So it seems that in order to create the best experiences for your customers you must make sure to personalize and optimize the various ways you connect with them.