Successforce Blog

Video: Social Bookmarking in Plain English

Weigh in on New Process Maps Currently in the Works

We’ve received great feedback on the Sales and Marketing Process Map so we are working with XPlane to design a couple new maps. From what I’ve heard top candidates include a map to explain CRM, PRM, and Service and Support.

The image below is a first draft of an overview slide, designed to explain CRM.

Does anyone have a good two sentence explanation of what CRM is?
Are the 6 steps below the 6 most important concepts to convey to a new user?
What should we use the white space in the bottom right corner for? Should we have sample reports and dashboards or explain that you can integrate Salesforce with other applications such as Outlook, Excel, AdWords, and Accounting Packages?

Feel free to make comments down below or edit the attached PPT presentation and email it back to me.

Case Activity History - Delivered Chronologically

Many customers have asked for a chronological view of all case interactions. It’s a very obvious need for quickly understanding how responsive you are being to a particular customer case. We have recently released an AppExchange component that does just this and more:

This component allows you to immediately see a chronological view of all activities related to the case, these activities include Tasks, Events, Comments, Emails and field history.

In addition to allowing you to see this helpful information for your own use, you can send an email containing all the ‘Public’ activity to your customer, so they are kept informed on your efforts to resolve their case. This is a great way to increase customer satisfaction and avoid those follow up calls from your customers. This component is delivered via custom S-Controls and the AJAX toolkit. If you are feeling creative you could easily make this work for Opportunities or Leads, any volunteers? Why not post your own Appexchange component?

Feedback is welcome. Thanks.

Case Activity History - Delivered Chronologically

Many customers have asked for a chronological view of all case interactions. It’s a very obvious need for quickly understanding how responsive you are being to a particular customer case. We have recently released an AppExchange component that does just this and more:

This component allows you to immediately see a chronological view of all activities related to the case, these activities include Tasks, Events, Comments, Emails and field history.

In addition to allowing you to see this helpful information for your own use, you can send an email containing all the ‘Public’ activity to your customer, so they are kept informed on your efforts to resolve their case. This is a great way to increase customer satisfaction and avoid those follow up calls from your customers. This component is delivered via custom S-Controls and the AJAX toolkit. If you are feeling creative you could easily make this work for Opportunities or Leads, any volunteers? Why not post your own Appexchange component?

Feedback is welcome. Thanks.

New Service and Support Process Map

Today we published a new process map for Salesforce Service and Support.

The map illustrates how support requests flow through the app from capture through to case resolution.

This is a brand new document, so let us know what you think by adding comments below.

New Service and Support Process Map

Today we published a new process map for Salesforce Service and Support.

The map illustrates how support requests flow through the app from capture through to case resolution.

This is a brand new document, so let us know what you think by adding comments below.

People are talking about the Salesforce Sandbox

Sandbox2

As you’ve probably noticed by now, we enjoy talking about our features and getting the word out about our latest innovations. One of the innovations that I’m particularly fond of is the Salesforce Sandbox. Once our customers start using it, they tell us they can’t imagine living without it.

What I’ve found interesting is the sheer number of creative ways that our customers have been utilizing it. Some exciting examples are:

Shortening their integration and CRM deployment times
Protecting their live operating environments during testing
Experimenting with new AppExchange applications – exploring new areas of functionality
Training new users in a safe environment that exactly mimics their production deployment
Trying out extensive customizations without any fear of making a mistake that would impact productivity of their end users
And many others…

But what we’re particularly excited to see is when the press and analysts talk to our customers and validate what we’ve been saying. The folks over at Nucleus Research did just that and have recently written an article on the benefits of Salesforce Sandbox.

If you're curious about what they found after speaking with customers and doing their own research, feel free to download the article.