Increase Productivity of Sales Rep with Salesforce Inbox

Integrating Outlook or Gmail with Salesforce is a great way to keep your reps productive with the tools they rely on most. You reduce context switching, so your reps can focus on the important things: Their customers and closing deals. Use Salesforce Inbox productivity features to the email integration to provide your sales reps with more tools. Features include productivity enhancers such as availability scheduling for meetings, tracking when emails are opened, and scheduling when to send emails. Add one or all the productivity features for your sales reps.

Salesforce Inbox Features:

  • See when customers open the email and whether they clicked any links inserted in the email. Know when your customers have engaged with what you sent.
  • Draft an email message and send it when the customer is most likely online. Because timing is everything, reps can schedule when their customers receive the email, so that it makes the greatest impact for a potential sale.
  • Create shortcuts for the phrases they use most and easily add them to the body of their email message. Say goodbye to potentially embarrassing typos and hello to saving time!

Steps to Enable and Add Inbox Feature to your Email Integration

  • Click Setup icon, and select Setup.
  • Enter Outlook in the Quick Find box, and then select Outlook Integration and Sync.
  • To see the Outlook integration settings, expand Let users access Salesforce records from Outlook.
  • In the Inbox in the Outlook Integration section, select Edit Settings.
  • In the Salesforce Inbox page, enable Make Inbox Available to Users.

Select Who Gets Access to Inbox Features

  • In the Salesforce Inbox page, select Assign Permission Sets in the Who Can Use Inbox section.

You can access this same setting in the Select Who Can Use Inbox section of the Outlook Integration and Sync page.

  • Select an Inbox standard permissions set, Inbox With Einstein Activity Capture or Inbox Without Einstein Activity Capture. If you set up Einstein Activity Capture, assign the Inbox With Einstein Activity Capture permissions set. If your reps use High-Velocity Sales, the High-Velocity Sales User permission set also includes the Inbox permissions.
  • Click Manage Assignments, and then select the users who get access to Inbox features.
  • Click Add Assignments.

Note: To change the layout or availability of features in the integration, enable Customize Content with App Builder, and select to create an email application pane. Use the Lightning App Builder to customize the pane. You can customize multiple panes that include specific features for different sets of sales reps. For example, if some reps don’t track emails, build a pane that includes all Inbox features, except the one that tracks email. Using dynamic actions you can show the Submit for Approval action button only when the record is eligible for approval instead of always showing by setting conditions. The user will not be distracted and submit records for approval only when it is required.

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Use Dynamic Actions to Control Visibility in Lightning App Builder

Dynamic Actions:

Dynamic Actions is a powerful administrative tool available in lightning app builder which enables you to create record pages with buttons and actions that are relevant to your users based on any record field value or user’s profile.

Instead of using a page layout editor you can assign actions in the Lightning App Builder and apply filters to control when and where actions appear for users. This makes your pages more intuitive and responsive.

Where it is available:

Dynamic action needs to be enabled from the Lightning app builder. Currently, dynamic actions can be enabled for both custom and Standard objects for desktop, but this feature for standard objects is in the beta phase.

How to Enable:

To enable dynamic actions for a custom object on desktop, add or select the Highlights Panel component on a custom object’s record page. In the Highlights Panel properties pane, click Upgrade Now and step through the migration assistant to migrate actions or start with new ones.

To enable dynamic actions for a standard object on a desktop, add or select the Highlights Panel component on the object’s record page. In the Highlights Panel properties pane, select Enable Dynamic Actions (Beta, desktop only).

How to Use:

To add an action in any of the dynamic action scenarios, click Add Action (1) in the properties pane. In the Actions modal, choose an action and click Add Filter (2) to assign visibility rules based on record field, device type, logged-in user profile, and other filters. An eye icon (3) next to an action’s name indicates that visibility rules are applied. If you migrate actions from a page layout, you can modify them in the Actions modal.

Example:

Using dynamic actions you can show the Submit for Approval action button only when the record is eligible for approval instead of always showing by setting conditions. The user will not be distracted and submit records for approval only when it is required.

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Salesforce Latest Features – Highlight

Track Accounts as Campaign Members

Previously you could only add Lead/Contact or Person accounts as campaign members in Salesforce but Now you can focus on the Accounts by tracking them as Campaign Members.
This feature is generally available with summer 21 release.

Add accounts as campaign members from related lists and create standard and custom reports to track their engagement.

In order to add accounts as campaign members, Salesforce admin needs to turn on the feature in Salesforce Setup. Then update the accounts page layouts to include the Campaign History-related list on account records.

Note: Accounts, including person accounts, that are added as campaign members also appear in Campaigns and Campaign Member related lists and standard reports.

Share Records with Manual Sharing in Lightning Experience

With the latest release of Salesforce Manual sharing is available in the lighting experience. Previously, you had to switch to the classic interface to share the record manually to specific users or groups. But, with manual sharing in Lightning Experience, you now can share records and manage record shares in a new streamlined interface.

Steps:

  • Click Sharing on the record that you want to share.
  • In the Share window, you can manage who the record is shared with and share any associated records.

Note: Manual shares are available only for accounts, opportunities, cases, contacts, leads, and custom objects.

Refer to the Prior Values of the Record in Salesforce Flows

Previously, there was no way to check the prior values of the record that triggered your flow. But, now when a record is updated, you can access that record’s prior values in Salesforce Flow. The $Record__Prior global variable contains the record’s values immediately before the flow was run. Use these prior values to check for changes and calculate differences in your flow.

For example to notify your deal team when the deal’s amount changes by 50% or more.

Here, you need to compare the current value of the amount to the prior value of the amount in order to calculate the percentage change. So you can create a formula such as ({$!Record.Amount} – {!$Record__Prior.Amount}) / {!Record__Prior.Amount}. By using a Decision element to check the formula’s result and a Send Email action to perform the notification.

$Record__Prior global variable can be used in record-triggered flows that are set to trigger either when the record is updated or when the record is created or updated.

$Record__Prior is available in specific Flow Builder locations that read from global variables, including:

  • Formulas
  • Action input values
  • Assignment values
  • Decision outcomes
  • Filters and individual field values when creating, updating, getting or deleting records

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Use Einstein Bots to Support Your Customers

Salesforce gives you intelligence with the help of Einstein Bots to support your customers effectively and efficiently. Build and manage Einstein Bots to ease the load on your service agents. Bots can handle routine requests and free your agents to handle more complex issues. Bots can also gather pre-chat information to save your agents time.

What is Bots?

  • Bots are your allies in the race to resolve support cases fast. They can even prevent them from being opened in the first place!
  • Bots reduce chat duration by helping customers self-direct immediately, and resolving common issues without waiting to “get in the queue.”
  • Bots save your agents time (and thus, your company money), allowing agents to devote more time to complex problem-solving and consequential customer interactions.
  • Most importantly, bots can be trained to understand human language—and respond intelligently—through Natural-Language Processing (NLP).

You can use Einstein Bot Wizard to create an Einstein Bot

To get more details on Einstein Bots and its setup, Please visit Salesforce help article here

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Bring Intelligence To Sales With Einstein Lead Scoring

Use artificial intelligence to score your leads by how well they fit your company’s successful conversion patterns. Give your sales team access to scores that help them prioritize leads. Turn on Einstein Lead Scoring, and then decide which conversion milestone to use and if you want Einstein to omit any leads or ignore any fields.

Einstein analyzes your past leads, including any custom fields, to determine which current leads have the most in common with leads that have previously converted. By default, Einstein scores your leads using all lead fields. If your admin is certain a field doesn’t affect lead quality, they can tell Einstein to ignore the field.

Based on its data analysis, Einstein creates a predictive model for your organization. Einstein reanalyzes your lead data every 10 days and refreshes your scores. So if new trends emerge, Einstein won’t miss them.

The lead score appears in the Einstein Score component on lead detail pages. The component also shows sales reps which of the lead’s fields had the greatest influence on its score (1). Depending on the lead, fields with positive or negative influences can appear. Fields that aren’t listed in the Einstein Score component still influence the score, but less than the fields listed.

When you or your users add the Einstein Score field to list views, hovering over a score (1) displays the top factors (2) behind the score. When sales reps focus on leads with higher scores, they’re likely to convert more of them to opportunities. The lock (3) indicates that the score is read-only.

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