Call Tracking Tools (CTI)

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mirketa

April 1, 2021

Consumers who call the businesses vice-versa connect better, convert faster (Lead to Opportunity), stay longer, and build a better relationship. They can be your valuable customers. For insights to generate more calls and convert them into customers, the sales team and marketing team use different tools.

It is very easy to integrate CTI tools with your salesforce account and the calls that are coming through your tool will automatically appear as a record in salesforce org. This is a powerful way to ensure that all agent performance data is directly into your Org so that your team can see which type of campaign is running with the sales team and will have full visibility of the customer. Let us start with each tool one by one.

Call Tracking Metrics

CallTrackingMetrics (CTM) is one the digital platform that uses call tracking intelligence to perform call automation which creates a more personalized customer experience. To identify that which of the sales & marketing campaign is generating leads and conversions and use that data to automate call flows and power your contact center. Unify communications across your entire organization with its phone, text, online form, and chatting tools. There are number users around the globe that uses CTM to manage their process of marketing, sales, and services.

There are already supported integrations with systems like Google Ads and Analytics, Salesforce, Facebook and Zendesk, etc. to make sure that all the call conversions are smoothly and continuously integrated into existing sales and marketing processes. And more importantly, CTM also been recognized in Inc. Magazine’s 5000 list of fastest-growing private companies. CTM integration with Salesforce is one of the integration which I will explain it you here-

Integration CallTrackingMetrics With Salesforce

Setting this integration with Salesforce account so that calls coming through your tracking numbers appear automatically as leads data, activities, or as any custom object in Salesforce that you want to configure. This is a powerful way to make sure that all of your advertising and agents performance data feeds right into your organization so that your team can see which campaigns are driving calls and resulting into sales and gives you full visibility plus the action data items to maximize you return of investment. These are number of ways to use the Salesforce integration-

  • Associating sales campaigns to leads using CTM tracking sources.
  • Creation of supported standard objects new leads, contacts, or custom object records from CTM phone calls.
  • Attaching CallTrackingMetrics agents with Salesforce users to track their activity.
  • Creation of a call center which provides click to call from a record and disposition phone calls via the CTI softphone.
  • Import past call data.

Requirements

CTM

  • You must on some Contact Center Plan (Enterprise and Advance Level Plans are Supported).
  • User must be Administrator or Agency Administrator.

Salesforce

  • You must be on some Enterprise plan or the Unlimited plan (non-profit plans are supported)
  • You must have top-level Salesforce administrator privileges and read/write/edit permissions on all objects and fields which you want to be mapped.

Setup CTM With Salesforce Account

It is established that no two companies can maximize its use to Salesforce the same way due to the robust nature of the platform, and the way that CTM data flow with integration to Salesforce account is highly customizable since there are multiple user level settings which can be on and off and controls data flow. There are two most basic requirements for associating CTM to a salesforce account-

  • Allocating marketing data to a record for funnel reporting
  • Managing and collecting activity to an agent for performance reporting

Below are the steps that need to be performed to connect to CTM –

To connect your CTM and Salesforce accounts:

1. Login into CTM account and navigate to Settings-> Integrations->Salesforce.

2. Review all the needed permissions and select whichever environment you want to connect (Sandbox/Production).

3. Once your account is linked page will get refreshed with a number of option to configure for how and when data will sync to Salesforce.

  • You can set default record Owner, Queue, Create Triggers, flows, Set Call length, avoid duplication and customize mapping as per your need.

Field Mapping

Integration of Dialogue tech with Salesforce Account

Like Call Tracking Metric, Dialogue tech’s application requires two action steps, one with salesforce and other with dialogue platform. Key component of dialogue tech integration is given below:

  • Go to App Exchange & Install the Dialogue tech in your salesforce org (Install for admins only/Install for all users/Install for specific profile).
  • Complete the Dialogue tech integration including authorizing of salesforce account to access your dialogue tech account.

Configuration of Dialogue tech Account

Installing Dialogue tech account creates two custom objects with the tab in salesforce org.

  • Dialogue tech Admin: Here you can configure/update the Dialogue tech integration setting.
  • Dialogue tech Calls: Using this object you can view all dialogue tech calls.

Integration Setting

You can see the direction of call, minimum talk time, matching type of record, matching back window and record creation delay. Match Back window determines how many days prior a call record will be evaluated for matching a salesforce record.

Object Mapping

Dialogue tech API keys

Under dialogue tech API keys, enter the access key and secret key from dialogue tech account.

Rating Comparison b/w Call Tracking Metric & Dialogue tech

Call Tracking Metrics and Dialogue tech 

Reviews Comparison b/w Call Tracking Metric & Dialogue tech

Five9 CTI Adapter

The Five9 CTI Adapter is a tool used in call centers that use Salesforce CRM. It works with both incoming and outgoing calls. By uniting the Five9 cloud contact center with Salesforce Sales Cloud and Service Cloud solutions, Five9 provides a singlepane customer sales and service platform that enables agents to focus on the customer experience. Organizations using the combined solution improve customer satisfaction, increase agent engagement, increase sales, and drive inefficiencies out of the business.

With some simple customization, Five9 can become a much more valuable tool for managing your contact center and Salesforce as a CRM. Five9 Managed Package is available at Salesforce’s AppExchange store to integrate Five9 with Salesforce and its store the call recording at their server, which you can access using their administrative software called Virtual Contact Center.

FEATURES

  • Powerful Interaction Routing

     

Effectively prioritize and route calls and voicemails to the right agent at the right time. Provide inbound callers with IVR self-service applications.

  • Data-Rich Screen Pops

     

Match inbound and outbound customer information and provide “screen pops” by opening corresponding Salesforce records. Agents see customer data prior to accepting the interaction.

  • Click-to-Call

     

Click-to-call from Salesforce to easily reach out to customers and prospects.

  • Campaign & List Integration

     

Integrate campaigns, calling lists, and predictive dialing to boost sales leads and conversion rates.

  • Automatic Interaction Logs

     

Save logs automatically when an interaction ends ensuring that every interaction is stored in the system of record — Keeping teams synced on all customer and prospect communication.

  • Agent Interaction Control

     

Empower agents with rich interaction handling for chats, emails, and calls such as recording, parking, cold or warm transfers and conferences, click-to-dial and more – all from within a single Salesforce desktop.

Five9 and Salesforce Integrated Platform Experience includes:

  • Sales and Service Cloud including the Salesforce Lightning Experience
  • User-friendly agent experience integrated as a single desktop for Sales and Service Cloud
  • Open CTI and Salesforce Lightning integration
  • Click-to-dial functionality
  • Synchronization of campaign dialing lists
  • Call history and recording
  • Single Sign-on
  • Omni-channel integration

Five9 Works with Salesforce: –

  • Service Cloud Classic/Tab
  • Sales Cloud
  • Console
  • Classic/Tab
  • Lightning

Einstein Bots

Bots are helpful for easy tasks like password reset and checking your account balance, however, they can also be a great way to determine why your customer is contacting you. With Einstein Bots, you can gather information and then intelligently escalate to a voice call or chat using Five9 Engagement Workflow to get to the best agent for more detailed assistance. Once connected to the agent, using the information gathered by the bot and Five9 workflow, Five9 can offer the agent the next best action to help them quickly and efficiently resolve the customer’s issue.

Powerful Outbound Dialer

Integrated into Salesforce, the Five9 solution brings powerful outbound dialer capabilities to bear for your sales organization. The Five9 Predictive Dialer automates outbound dialing and triples the amount of time your agents spend talking to real prospects and customers. Five9 supports predictive, power, progressive, preview, and TCPA manual touch dialing.

List Synchronization

With its list sync capability, Five9 synchronizes data from Salesforce to Five9. Dial lists created in Salesforce are updating during an outbound dialing campaign. This keeps your operations synchronized and your customer records up to date so everybody is on the same page regarding customer communication. When clients add, modify, or remove leads from a specific Salesforce campaign, Five9 automatically reflects the changes in the corresponding dialing list.

Route Customer Interactions to the Right Resource – Anywhere in the World

Five9 Genius™ the Intelligent Cloud Contact Center has intelligent routing capabilities that give your company control over inbound interactions including calls, chat, social, and email. With Five9 skills-based routing and customer information from the Five9 Salesforce integration, you can determine customer intent and route the customer to the right resource to help them continue their customer journey. In addition, these insights are delivered to the agent so the agent understands customer intent and can accelerate the customer journey to the right outcome.

Omnichannel for Empowered Agents:

Five9 Omnichannel gives businesses and contact center agents all the tools they need to help customers move seamlessly through their service or sales journey while also providing a high level of personalization. Five9 ensures that routing decisions are optimized to connect the customer with the right agent at the moment of need.

With Five9 your agents get access to the following omnichannel features:

  • Customer journey information
  • Customer persona
  • Outcomes
  • Sentiment analysis

What is Flow Builder? 

Flow Builder is Salesforce’s powerful automation tool that allows users to create complex business processes through a visual interface. Unlike traditional coding methods, Flow Builder uses a drag-and-drop interface, making it accessible to users with varying technical expertise. Whether you’re automating simple tasks or developing intricate workflows, Flow Builder provides the flexibility and power needed to streamline operations. 

Key Features of Flow Builder 

  1. Visual Interface: One of the most appealing aspects of Flow Builder is its user-friendly visual interface. Users can build flows by dragging and dropping elements onto a canvas, connecting them to define the sequence of actions. This intuitive design makes it easy to visualize and construct workflows without needing to write code.

  2. Versatile Actions: Flow Builder supports a wide range of actions, including: 
  • Record Management: Create, update, delete, and query Salesforce records. 
  • Decision Logic: Implement if/then logic to control the flow of actions based on specific criteria. 
  • Data Collection: Gather data from users through forms and input screens. 
  • Email Sending: Automate the sending of personalized emails. 
  • Integrations: Connect with external systems and services using REST APIs. 
  • Loops: Iterate over collections of data to perform repetitive tasks.

3.Trigger Options: Flows can be triggered in multiple ways, providing flexibility in how and when automations are executed:

  • Record-Triggered Flows: Initiate flows when a record is created, updated, or deleted. 
  • Scheduled Flows: Run flows at specified times or intervals. 
  • Platform Event-Triggered Flows: Respond to platform events and external system notifications. 
  • User-Initiated Flows: Allow users to start flows manually from Salesforce pages or components.

Debugging and Testing: Flow Builder includes robust debugging and testing tools to ensure that workflows function correctly. The Debug button allows users to step through flows, examine variable values, and identify errors. This capability is crucial for validating complex processes and ensuring reliability before deployment. 

Benefits of Using Flow Builder 

  1. Increased Efficiency – Flow Builder automates repetitive tasks, freeing up employees to focus on higher-value activities. By reducing manual intervention, businesses can significantly increase their operational efficiency. 
  2. Error Reduction – Manual data entry and task execution are prone to errors. Flow Builder minimizes these risks by automating processes with precision and consistency. This leads to improved data accuracy and reduced error rates. 
  3. Flexibility and Scalability – Flow Builder’s versatility makes it suitable for a wide range of applications, from simple automations to complex, multi-step workflows. As businesses grow and their processes evolve, Flow Builder can easily adapt and scale to meet changing needs. 
  4. Cost Savings – Automating routine tasks reduces the need for manual labor, leading to cost savings. Additionally, the improved accuracy and efficiency achieved through automation can result in faster turnaround times and increased productivity. 
  5. Enhanced User Experience – Flow Builder can be used to create seamless user experiences by automating interactions and providing personalized responses.
          
Real-Life Use cases of Flow Builder 
  1. Lead Management – Salesforce users can create flows to automate lead management processes. For example, when a new lead is created, Flow Builder can automatically assign it to the appropriate sales representative, send a welcome email, and create follow-up tasks. This ensures timely and consistent handling of leads, improving the chances of conversion. 
  2. Approval Processes – Approval workflows often involve multiple steps and stakeholders. Flow Builder can streamline these processes by automating the routing of records for approval, sending notifications to approvers, and updating records based on approval outcomes.  
  3. Customer Service – Flow Builder can enhance customer service by automating case management processes. When a customer submits a support request, Flow Builder can automatically assign the case to a support agent, send acknowledgment emails, and update the case status as it progresses through resolution stages.  
  4. Data Integration – Flow Builder’s ability to connect with external systems makes it a powerful tool for data integration. Businesses can automate the synchronization of data between Salesforce and other applications, ensuring that information is always up-to-date and consistent across platforms. 
  5. Marketing Automation – Marketing teams can use Flow Builder to automate campaigns and customer journeys. For example, flows can be created to send personalized emails based on customer Behavior, segment audiences, and track engagement metrics.  

Process Builder: Salesforce Automation Tool for Unleashing Efficiency 

In our rapidly evolving world, precision and productivity are essential. Salesforce, a leading customer relationship management (CRM) platform, offers a suite of automation tools designed to streamline workflows and enhance productivity. Among these tools, Process Builder stands out for its versatility and user-friendly interface. This blog delves into the capabilities of Process Builder, highlighting its features, benefits, and best practices for maximizing its potential. 

What is Process Builder? 

Process Builder is a powerful automation tool within Salesforce that allows users to automate business processes using a simple point-and-click interface. Introduced as an upgrade to the traditional Workflow Rules, Process Builder provides more advanced capabilities, enabling users to create complex if/then statements and automate a broader range of tasks. 

Key Features of Process Builder 

  1. Visual Interface: Process Builder’s visual interface makes it accessible to users with varying technical expertise. The drag-and-drop functionality allows users to design processes intuitively, without needing to write code. 
  2. Multiple Criteria and Actions: Unlike Workflow Rules, which are limited to a single action per rule, Process Builder supports multiple criteria and actions within a single process. This means you can define complex workflows with various if/then scenarios, streamlining multi-step processes. 
  3. Record Updates and Creation: Process Builder can automate the creation and updating of records. For instance, it can automatically create a new task when a lead is converted or update the status of an opportunity when certain conditions are met. 
  4. Email Alerts: Users can configure Process Builder to send automated email alerts based on specific triggers. This ensures timely communication and helps keep all stakeholders informed. 
  5. Invoking Other Processes: Process Builder can invoke other processes or flows, providing a modular approach to automation. This feature is particularly useful for breaking down complex processes into manageable components. 
  6. Scheduled Actions: Process Builder allows users to schedule actions at a specific time. This can be useful for follow-up tasks, such as sending reminder emails or updating records after a certain period.
     

Benefits of Using Process Builder 

  1. Increased Efficiency: By automating repetitive tasks, Process Builder frees up valuable time for employees to focus on higher-value activities. This leads to increased productivity and overall business efficiency. 
  2. Error Reduction: Automation minimizes the risk of human error, ensuring that processes are executed consistently and accurately.  
  3. Improved Consistency: Process Builder ensures that business processes are carried out uniformly, adhering to predefined rules and criteria.  
  4. Scalability: As companies expand, their operations tend to become more intricate. Process Builder’s ability to handle multiple criteria and actions within a single process makes it a scalable solution for growing organizations. 
  5. Enhanced Visibility: With Process Builder, users can easily track and monitor automated processes. This visibility helps in identifying bottlenecks and optimizing workflows for better performance. 

Practical Applications of Process Builder 

    1. Lead Management: Automate lead assignment and follow-up tasks to ensure timely engagement. For example, when a new lead is created, Process Builder can automatically assign it to the appropriate sales representative and create a follow-up task. 
    2. Opportunity Management: Streamline opportunity management by automating updates and notifications. When an opportunity reaches a specific stage, Process Builder can update related records, send notifications to team members, and create tasks for the next steps. 
    3. Case Management: Enhance customer service by automating case escalations and follow-ups. Process Builder can route cases to the appropriate support tier based on predefined criteria and create tasks for follow-up actions. 
    4. Approval Processes: Simplify approval workflows by automating the routing of records for approval. For instance, when a discount request is submitted, Process Builder can automatically route it to the manager for approval and notify the requester of the decision. 

Apex: The Powerhouse of Salesforce Automation 

Salesforce, the world’s leading customer relationship management (CRM) platform, offers a multitude of tools to streamline business processes and enhance productivity. Among these, Apex stands out as the powerhouse of Salesforce automation.  

As Salesforce’s proprietary programming language, Apex provides unmatched flexibility and power, enabling developers to create sophisticated and customized automations that go beyond the capabilities of point-and-click tools like Flow Builder and Process Builder. In this blog, we will delve into what makes Apex an indispensable tool for Salesforce automation, its key features, benefits, and some practical use cases. 

What is Apex? 

Apex is an object-oriented programming language that allows developers to execute flow and transaction control statements on the Salesforce platform. It is designed to help developers add business logic to most system events, including button clicks, related record updates, and Visualforce pages.  

Key Features of Apex 

  1. Programming Language: Apex is strongly typed, which means it enforces strict rules about data types. This ensures data integrity and reduces runtime errors, making the code more reliable and easier to maintain. 
  2. Object-Oriented: As an object-oriented language, Apex supports classes, interfaces, and inheritance. This allows developers to create reusable code components and design robust applications following best practices in software development. 
  3. Tight Integration with Salesforce: Apex is natively integrated with the Salesforce platform, providing seamless access to Salesforce data and metadata. Developers can easily query and manipulate Salesforce records using SOQL (Salesforce Object Query Language) and DML (Data Manipulation Language). 
  4. Built-In Support for DML and SOQL: Apex includes native support for DML operations (insert, update, delete, and undelete) and SOQL queries. This tight integration simplifies data manipulation and retrieval, enabling developers to build complex business logic with ease. 
  5. Multi-Tenant Architecture: Apex is designed to run in a multi-tenant environment. Salesforce’s multi-tenant architecture ensures that all customers share the same infrastructure and resources, but their data is securely isolated. Apex enforces governor limits to ensure fair resource allocation and maintain system performance. 
  6. Triggers: Apex triggers allow developers to execute custom code before or after events on Salesforce records, such as insertions, updates, or deletions. Triggers are essential for enforcing business rules and automating complex workflows. 
  7. Batch Apex: Batch Apex enables the processing of large data volumes asynchronously. This is particularly useful for handling tasks that require significant processing time, such as data cleanups or complex calculations. 
  8. Scheduled Apex: Scheduled Apex allows developers to schedule Apex classes to run at specific times. This feature is ideal for automating routine tasks like data backups or sending periodic reports. 
  9. Test Classes: Apex includes robust support for creating and running unit tests. Salesforce requires that at least 75% of the Apex code is covered by tests before it can be deployed to production. This ensures that the code is reliable and free of critical bugs. 

Benefits of Using Apex 

  1. Advanced Customization: Apex allows for the creation of highly customized business logic that cannot be achieved with point-and-click tools alone.  
  2. Performance Optimization: Apex’s integration with Salesforce’s multi-tenant environment ensures optimal performance. Developers can write efficient code, maintaining system stability and performance. 
  3. Enhanced Automation: Apex enables automation of complex business scenarios with multiple conditions. This reduces manual effort, minimizes errors, and ensures consistency in operations. 
  4. Scalability: With features like Batch Apex, developers can build scalable solutions that handle large volumes of data and complex transactions, ensuring that the system can grow with the business. 
  5. Security: Apex runs in a multi-tenant environment with enforced governor limits, ensuring that the system remains secure and stable. Additionally, Salesforce’s robust security model ensures that data is protected, and access is controlled. 

Practical Use Cases for Apex 

  1. Custom Validation Rules: While Salesforce provides standard validation rules, there are scenarios where more complex logic is required. Apex triggers can be used to enforce custom validation rules that involve multiple objects or complex conditions. 
  2. Automated Lead Assignment: Businesses often have complex lead assignment rules based on various criteria such as geography, product interest, or lead source. Apex can be used to implement sophisticated lead assignment logic to ensure leads are routed to the right sales representatives. 
  3. Data Integration: Apex can be used to integrate Salesforce with external systems via Web services. This allows businesses to synchronize data between Salesforce and other applications, ensuring data consistency and enabling seamless workflows. 
  4. Batch Processing: Tasks that involve processing large datasets, such as updating records, data migration, or generating reports, can be efficiently handled using Batch Apex. This ensures that large volumes of data can be processed without impacting system performance. 
  5. Scheduled Tasks: Scheduled Apex can automate routine tasks like sending out monthly reports, updating data at regular intervals, or performing system maintenance activities, ensuring that these tasks are executed reliably and on time. 

Personalization with Salesforce's Einstein Next Best Action

In today’s fast-paced business environment, staying ahead of the competition requires not only efficient operations but also a deep understanding of customer needs. Salesforce, a leader in customer relationship management (CRM), continues to innovate with tools that empower businesses to achieve both. One such tool that has gained significant traction in recent years is Einstein Next Best Action (NBA).  

This powerful automation tool leverages artificial intelligence (AI) to provide personalized recommendations, guiding users to make data-driven decisions that enhance customer engagement and business efficiency. 

What is Einstein Next Best Action?

Einstein Next Best Action is a Salesforce feature that uses AI to deliver real-time recommendations to users within the platform. These recommendations, or “actions,” are based on a variety of data points, including customer interactions, past behaviours, and predefined business rules. By analysing this data, Einstein NBA suggests the most relevant and effective actions for users to take, whether it’s reaching out to a customer, offering a discount, or following up on a previous interaction. 

The beauty of Einstein Next Best Action lies in its ability to adapt to the unique needs of each business. Whether you’re in sales, service, or marketing, Einstein NBA can be tailored to provide insights that align with your specific objectives, making it a versatile tool for a wide range of industries. 

Key Features of Einstein Next Best Action 

Einstein Next Best Action is packed with features designed to optimize decision-making and enhance customer interactions.  

  1. AI-Powered Recommendations: At the core of Einstein NBA is its AI-driven recommendation engine. This engine analyses customer data in real-time, identifying patterns and predicting the actions that are most likely to yield positive outcomes. These recommendations are then presented to users in an easy-to-understand format, enabling them to make informed decisions quickly. 
  2. Contextual Relevance: Einstein NBA doesn’t just offer generic advice; it provides recommendations that are highly relevant to the current context of the customer interaction. Whether you’re responding to a support ticket, following up on a sales lead, or engaging with a marketing prospect, the tool ensures that the suggested actions are appropriate and timely. 
  3. Customization and Flexibility: One of the key strengths of Einstein NBA is its flexibility. Businesses can customize the recommendations based on their specific goals, rules, and processes. This ensures that the tool aligns with the unique needs of the organization and delivers value where it’s needed most. 
  4. Seamless Integration with Salesforce: Einstein NBA is fully integrated within the Salesforce ecosystem, meaning it can pull data from across the platform, including Sales Cloud, Service Cloud, Marketing Cloud, and more.  
  5. Actionable Insights: The recommendations provided by Einstein NBA are not just suggestions; they are actionable insights that users can implement directly within the platform. This streamlines workflows and eliminates the need for manual decision-making processes, saving time and reducing the potential for human error.

Benefits of Using Einstein Next Best Action 

The adoption of Einstein Next Best Action can bring a multitude of benefits to your business. 

  1. Enhanced Customer Engagement: By providing personalized recommendations, Einstein NBA helps businesses engage with customers more effectively. Whether it’s suggesting the right product at the right time or offering a timely discount, the tool enhances the customer experience, leading to higher satisfaction and loyalty. 
  2. Increased Efficiency: Automation is all about efficiency, and Einstein NBA excels in this area. By streamlining decision-making processes and reducing the need for manual intervention, the tool frees up valuable time for your team to focus on more strategic tasks. 
  3. Data-Driven Decisions: In today’s data-driven world, making decisions based on insights rather than intuition is crucial. Einstein NBA leverages the power of AI to analyse vast amounts of data, ensuring that the recommendations it provides are grounded in real-time, accurate information. 
  4. Improved Sales Performance: For sales teams, Einstein NBA can be a game-changer. By offering tailored recommendations for upselling, cross-selling, and follow-ups, the tool helps sales reps close deals more effectively and efficiently, ultimately boosting revenue. 
  5. Consistency Across the Organization: With Einstein NBA, businesses can ensure that their teams are following consistent processes and best practices. The tool standardizes decision-making across the organization, reducing variability and improving overall performance.
     

Getting Started with Einstein Next Best Action 

Implementing Einstein Next Best Action is a strategic move that can yield significant returns for your business. To get started, it’s important to first define your business objectives and understand how the tool can support them. From there, you can work with your Salesforce administrator or a certified Salesforce consultant to customize the tool to meet your specific needs. 

As you begin using Einstein NBA, it’s crucial to continuously monitor and refine the recommendations it provides. Regularly reviewing the tool’s performance will help you optimize its effectiveness and ensure that it continues to deliver value as your business evolves. 

Real-Life Example of Salesforce Automation: Random Case Study 

One real-life example of Salesforce automation in action comes from “Random”, a company that designs and sells personalized sneakers. Random experienced significant domestic growth in their online retail business and decided to expand into international markets. To manage the increased complexity of launching in multiple markets, they needed to set up efficient processes within Salesforce, including automated discount applications based on unique regional criteria. 

The Challenge 

As the admin, John Doe, was creating sales processes for each international market. Each region had different criteria for discounts, which could be based on factors like customer demographics, order size, or seasonal promotions. Manually tracking and applying these discounts would have been a time-consuming and error-prone process. 

The sales team requested an automated system that would reduce manual work and ensure accuracy. John needed to find a way to automate the discount process so that discounts were applied seamlessly and only when the predefined criteria for each region were met. 

The Solution: Einstein Next Best Action and Flow 

To automate this process, John turned to Salesforce’s Einstein Next Best Action and Flow Builder tools. 

  • Einstein Next Best Action helped John by evaluating customer inputs in real-time and recommending when a discount should be applied based on specific criteria. 
  • Using Flow Builder, John created an automation that applied the correct discount once all conditions were met, without requiring any manual intervention from the sales team.

The flow John designed allowed her to automatically apply the discounts, update records, and send emails to confirm that the discount was granted—all in real time. This automation greatly reduced the risk of human error and sped up the checkout process. 

The Results 

By implementing this automated solution, Random was able to: 

  1. Save Time: The sales team no longer had to manually apply discounts or worry about keeping track of different regional criteria. 
  2. Enhance Accuracy: Discounts were applied only when all conditions were met, ensuring compliance with business rules and reducing errors. 
  3. Boost Sales Efficiency: The sales team could focus on expanding into new markets instead of being bogged down by administrative tasks.

Ultimately, this automation helped” Random” successfully launch their international expansion while maintaining a smooth and efficient sales process. This case demonstrates how Salesforce automation can streamline operations, enhance accuracy, and enable businesses to scale effectively.

Conclusion 

Salesforce automation tools in 2024 continue to revolutionize business processes by streamlining operations, reducing manual effort, and enhancing efficiency. Whether it’s the versatile Flow Builder, user-friendly Process Builder, powerful Apex, or intelligent Einstein Next Best Action, these tools offer a comprehensive solution for automating complex workflows, improving accuracy, and driving business growth. By leveraging these tools, organizations can stay competitive in an ever-evolving market while focusing on strategic, value-added activities. Embracing Salesforce automation is not just about efficiency but about enabling innovation and scalability in a fast-paced business environment. 

Pranshu Goyal, Director of Products at Mirekta, states: “We envision DSM to be used by every small to a medium-sized organization dealing with bad data and want to get rid of duplicates easily with no cost. We have faced issues dealing with duplicates in our organization. That inspired us to make a solution that is not only simple to use but can be used widely to make the organization’s data clean to make them more efficient and productive. We want DSM to be a solution for every organization looking for duplicate management capability better than the Salesforce out-of-the-box solution with no additional cost.”

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