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Top 10 Features Summer ’17

  The latest Salesforce release, Summer ’17 has landed and a host of great new features across the Salesforce...

Sales Innovation Expo – iPad winner

      This week our team showcased our services at the Sales Innovation Expo and B2B Marketing Expo at...

Business Analysis Process Diagram

CRM Business Analysis

Business Analysis. Method without Madness Effective business analysis is required before funding a project that impacts your business processes....

Our Top Picks for Spring ’17

Salesforce Spring ’17 Release – Our Top Picks     The latest Salesforce release (Spring ’17) is moving closer....

Salesforce Spring ’17 Release

Our Productivity Enhancing Picks for your Sales Team   The latest Salesforce release (Spring ’17) is on the horizon....

Salesforce TLS 1.0 Being Diasbled

Salesforce has recently communicated with customers regarding TLS (Transport Layer Security) 1.0 being disabled on 4th March 2017. Our expert consultants...

Automatic Reschedule of Products using Visualflow

Reschedule Products – Introduction Our client provides payment gateway services and wins orders that have scheduled opportunity products over...

Conga & Salesforce: Automatic Invoicing

Conga & Salesforce: Automatic Invoicing   A really interesting requirement came to us from an existing client leveraging Salesforce...

Commission Automation using Visualflow

Introduction Our client sells trrvel and concierge services to consumers. They needed a solution to automatically calculate the sales...

Xero & Salesforce Calculate Gross Profit

We got an exciting request from one of our customers—they wanted to show the Gross Profit on a Salesforce...

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Customer Stories

Energy Automation, Fidelity Energy

Company Overview: Fidelity Energy are a thriving B2B energy procurement company who service end user gas and electricity needs...

Cloud Technology Solutions

Company Overview: Cloud Technology Solutions is one of Europe’s leading Google Enterprise Partners. They have helped over a million users...

Credit Call Payment Gateway

Company Overview: Credit call offers payment gateway (credit card processing) services to public and private sector customers in Europe...

Maleon adopt Salesforce

Company Overview: Maleon is a successful firm of consulting engineers specialising in innovative design and management solutions for modern...

Fieldwork Education

Replacing Sugar CRM for Salesforce.com Company Overview: Fieldwork Education are creates and providers of what is proving to be,...

Wildgoose Events Ltd

Company Overview: Wildgoose Events Ltd are a leading Events company specializing in tablet and smart phone based challenges. Their...

Shared Access – Mobile Telecoms Site Management

Company Overview: Shared Access are an independent owner and operator of wireless communications infrastructure, leasing space on their sites...

Software company brings it all together with Salesforce.com

HealthNetConnections are a growing software company offering IT integration and support for Maternity units in hospitals and clinics throughout...

Salesforce Training

Cascade transforms referrals with Salesforce.com

Cascade Care operates eleven care homes in London and Essex. They provide high-end residential care for adults with a...

Deployment of Salesforce.com for the Newspaper Marketing Association

Challenge The Newspaper Marketing Agency was set up in 2003 with the remit to make advertisers, agencies and media...

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Knowledge 2017-05-26T11:44:33+00:00

Xenogenix immediately got to grips with the business, what different people did and took the time to understand what their needs are.

Specialist Experiential Marketing Agency

View More

Whitepapers

Top 10 Features Summer ’17

 

The latest Salesforce release, Summer ’17 has landed and a host of great new features across the Salesforce platform are now available to users.

 

 

Here are our top 10 features you should be sure to check out:

1) Lightning for Gmail

Experience the power of Salesforce Lightning CRM, now in Gmail.

See the power of your Salesforce Lightning CRM and the Lightning App Builder right in Gmail. Lightning for Gmail is a brand-new, native integration between Salesforce CRM and Gmail that lets you see all of the contextual records related to each email, bring new apps into the Gmail side panel, and much more. It’s the power of Lightning, now in Gmail.

More details here.

2) Lightning Report Builder

Build powerful reports, lightning fast. Hide the complexity of report building from users so they only see a simple and intuitive interface. New Lightning report builder is completely redesigned to focus on a business user that needs access to their data in minutes.

3) Lightning Contact Hierarchy

Visualise Contact Hierarchies, now in the Lightning Experience. See up to 2,000 records in a easy-to-read, easy-to-use visual display with Contact Hierarchies — now in Lightning. Quickly configure and customise displayed columns. Plus, see detailed information about that record and its related lists just by hovering over a record name.

4) Data Quality: Duplicate Detection Across Objects, Better Duplicate Alerts, and Assessments of AppExchange Package Data

Salesforce have created standard duplicate rules that work across contacts and leads. In Lightning Experience, you can now use the Potential Duplicates component to surface potential duplicates that span objects. They’ve also streamlined duplicate alerts when reps create or edit records in Lightning Experience. It all helps protect your company’s reputation, keep your data clean, and make sales reps more successful. And before you purchase AppExchange packages with industry data, make sure that the data can enhance your sales efforts by getting a free Data Assessment.

More information here. 

5) Microsoft® Integration: More Improvements, Increased Productivity

Help reps maximise productivity directly from their Microsoft email and calendars. Now Lightning for Outlook integrates with more features, like Email Experience and Email Templates. Reps can take advantage of even more Salesforce content from the comfort of Microsoft Outlook®. And for Microsoft Office 365® and Lightning Experience users, now Lightning Sync can sync reps’ events both ways between their Microsoft and Salesforce calendars.

6) Pardot Features

Manage Prospect Assignments from Engagement Programs via Salesforce Queues.

Push unassigned prospects to your Salesforce queues, and manage prospect assignments using your workflows in Salesforce.

Adjust Scoring Category Scores Based on Prospect Activity: Increase or decrease a prospect’s Scoring Category score. The new Adjust Score in Scoring Category Engagement Program action lets you adjust scores for product lines, regions, and divisions, right from your Engagement Program.

Check Scoring Category Scores in Engagement Programs: Segment and define paths based on a prospect’s score in a specific scoring category. Now you can segment prospects based on different product lines, regions, and divisions, right from your Engagement Program.

7) Mobile: Improved Search and Approvals, Updated Requirements, and Mobile Classic Retirement

Salesforce mobile apps help your users stay productive throughout their busy days, no matter where they are. So Salesforce have added new ways to help your users outside of the office. Salesforce1 offers improvements to search, approvals, and many other sales features, so sales professionals can take care of even more business from their phones.

8) Case Improvements

Less Is More—the Compact Case Feed

If you’ve ever had a case that drags on and on, you know that the case feed becomes a very busy place. So summer ’17 will cut out “noise” for your agents using Lightning Service Console. Filter Your Case Feed in Lightning Experience Support agents can find what they’re looking for in a case faster by using filters in feed-based case page layouts. This change applies to Lightning Experience only.

9) Service Console: Increased Efficiency for All (Generally Available)

The Service Console in Lightning Experience is now generally available and includes a bunch of enhancements. Features like split view, keyboard shortcuts, case hovers, and more are aimed at keeping your support agents productive. With Community 360, agents can see which articles a customer has looked at. But we didn’t forget about our awesome admins. Now you can set up service-related features like Lightning Communities and Lightning Knowledge in a jiffy.

10) Chatter Improvements

Organise your feeds and discover relevant people to follow and groups to join.

Feeds: Enhanced Streams, Search, and Publisher Streams have a new home, actions, and notifications. Sort feed global search results by relevance. The Chatter publisher has improved security, speed, and rich-text options for comments and answers.

Groups: Improved Member Management, Notification Settings, and Group Information Enjoy consolidated member management, updating your notification settings with ease in the group page, and seeing and doing more in the group tile view.

Those are our top features that could really make a difference to your Salesforce Org.

If you need support implementing any of these features contact us on 08456 525 625 or simply fill in your details here.

Sales Innovation Expo – iPad winner

 

 

 

This week our team showcased our services at the Sales Innovation Expo and B2B Marketing Expo at Excel London.

Our Stand was busy with our consultants demoing Salesforce and Pardot to interested attendees.

On the stand we ran a competition to “Win an iPad Mini”, the competition draw took place today and the iPad is on its way to Tim Donoghue of Clickoo.

 

CRM Business Analysis

Business Analysis. Method without Madness

Effective business analysis is required before funding a project that impacts your business processes.   For example,  a system implementation, process automation, new process introduction, or a compliance initiative.

Business Analysis will ensure:

  • Your needs and requirements are clearly specified
  • You can quantify the benefits or return on investment of the desired solution
  • You can deploy a solution with least risk, cost and duration
  • Your solution is properly adopted by your users.

Many projects fail, because of inadequate business analysis. This is often because organizations  lacks the relevant business analysis skills or the willingness to because to fund the business analysis phase of the project.

Effective business analysis will reveal

  • Where things go wrong and why
  • Wasted effort, time and cost
  • Simplification options
  • Automation options
  • Behavioural change requirements
  • New or modified processes

And will enable you to prepare a Statement of Work to deliver the required changes

This note describes the business process methodology that we use  when planning CRM deployment for our clients.

The Business Analysis Process Map

We  recommend Elements Cloud, a powerful and elegant process mapping application that is available at no charge and which integrates with Salesforce.com. We have created a business Process Map shown below that describes the Business Analysis process that you are welcome to use. If you would like complimentary access to this detailed process map, please register to access the Xenogenix Ltd map space by clicking on the following link: https://app.q9elements.com/signup?team=58bd8d063fa4ae054975b438&partner=XA1044

Here is an image of the process map that is available to you;

Business Analysis Process Diagram

Fig.1 Level 1 of Business Analysis

The process map offers a pictorial narrative of each sequential activity step of the process . The ‘Activity Boxes’ are triggered by an input state or condition and will have one or more output states or conditions.
Each activity box will have one or more associated resources. These may be either human or system resources.
An activity box such as box 1 may have a highlighted upper left corner, which signifies that there is a more decomposed level of process detail available on a lower hierarchy of the map. This level of process detail can be reached by clicking on the highlighted corner of the activity box.
For example level 1.1 of this process map reveals the following process detail.

Fig. 2 Initiate plan approve Project

 

Step by Step Business Analysis

The overall process contains the steps as in fig.1. . We show the steps required if
a) current processes have already been mapped and analysed (see the link from box 1 to box 4 ) and
b) if the current ‘As Is’ processes need to be analysed. (see the link from Box 1 to Box 2)

Initiate , Plan and approve the project

Inevitably it is tempting to avoid running a Business Analysis work plan outside of a formal project structure. This temptation will often lead to project failure so we advise that you avoid it!

The project Sponsor should initiate and source funds for the project and appoint the Business Analyst and, if required, a Project Manager. These resources should confirm the project Stakeholders and appoint the rest of the project team.
We find that a Business process change project will often require some sort of survey of the stakeholders to get an understanding of the effectiveness and understanding of the current processes and what future changes or improvements are most important.
The survey results will inform the goals, objectives and scope of the project.
The Project manager can then define a viable project plan for approval by the sponsor.

Map Current Processes for Business Analysis

Map Current or 'As Is' Processes

Fig. 3 Map Current or ‘As Is’ Processes

Once the project is approved, the project manager should appoint people to the team who have a thorough grasp of how the current processes work in practice.
This team can then create an ‘Enterprise’ process model that shows the interdependency of all the processes. The drill down on box 2 shows an example enterprise process model for a B2B entity.

Enterprise Process model framework

Fig. 4 Enterprise Process model framework

Once the Enterprise model is defined, the project team can define those processes that are in scope for this Business Analysis project.

Capture In scope processes.

The Elements cloud application and methodology makes it very easy to capture processes that can be easily understood.

Fig. 5 Map in scope processes

Each process starts with one or more Input conditions or states which are captured on flowlines with an arrow termination.

An activity that follows an input flowline s described (using subject verb object phrase) in an activity box. Resources are added to the activity box.
Once the process flow is mapped (end of box 3) then it may be required to capture the CRM data object field information that is needed at each activity step. (See section
Also you may need to add procedure notes, activity step notes to some of the activity boxes in the map.

Analyse Current Processes

Once the in scope processes have been mapped, the processes can be analysed for problems and improvements.

Fig 6 Analyse current Processes

We recommend the creation of a scoring matrix to evaluate the relative priority of each problem or issue. The example matrix shown below assesses:

• the relative impact of the process problem on critical performance objectives for this client, and
• the degree of difficulty in the proposed solution

Fig 7 Example Scoring Matrix

Once the Scoring matrix has been agreed, then in Box 2, the process team should ask themselves ‘ What are the problems with this activity step?
Box 3: They should express the issue as a problem statement and estimate the impact that this problem has on each of the issue attribute. and summarise the analysis in a ‘Data Table ‘ attachment on the respective activity record.
Box 4: Having identified the problem statement, the team should create a solution statement and estimate the potential difficulty of implementing the solution.
The following example map , box 8 contains such a data table attachment

Fig 8 Example map with data table attachment

When clicking on this data table the business analyst can create a data table record similar to the following example:

Fig 9 Example data table

 

Design Future State Process(es) and Solutions

This process is identical to the process to capture as Is processes. However it is more important to capture the Data Object field requirements for each activity to build a Data Dictionary for each System Data Object.

System Integration : Map Inter system data flows

This is not an easy task, but we advocate the following method:

Fig 10 Map system Data flows

Box 1: Create a process flow map for activities performed by the system(s)

Box 2: If there is System UI available, then screenshot each UI page and attach to each relevant process activity box

Box 3: Document the field attributes and data transformations used on each activity step. You can use a Data Table to record the field attribute data

 

Build Data Model and Data Dictionary

You can use the elements map to create a data model schematic. Here is an example.

Fig 11 Example Data Model

To build a data dictionary, you may choose whether to complete a spreadsheet template or use a Data Table such as the example shown below:

Fig 12 Sample Object Data Table

Prepare Statement of Work

Once the processes and data flows have been defined, the analyst can prepare a statement of work which will define a costed work plan to deliver the solution.

Close the Project

Once the SOW is accepted, then the project manager should  close the project.

If you need help with your CRM business analysis, we can help!

Give us a call on 08456 525 625 or fill in your details:

Our Top Picks for Spring ’17

Salesforce Spring ’17 Release – Our Top Picks

 

 

The latest Salesforce release (Spring ’17) is moving closer. This release is going to contain many Lightning Experience usability enhancements. Users will be pleasantly surprised and companies on classic will be starting to take another look at their Lightning readiness.

We have been through the release notes and there are a number of features we really like… here are our favourite enhancements:

Web-to-Lead: reCAPTCHA Web Form Validation

For those not using a 3rd party marketing suite or Pardot you are probably still utilising salesforce web-to-lead. Its just got more functional with the introduction of captcha!

Frustrate spammers and improve the quality of your sales teams’ leads with the reCAPTCHA widget. The reCAPTCHA widget requires interested customers to select a checkbox before they can submit an inquiry about your product. Enabling spam filtering lets sales reps focus on actual prospects, and not on spam leads.

 

 

Get More Out of Person Accounts

Full support for person accounts , now available in Professional Edition. Users can de-dupe, manage and edit person account layouts! Plus, the person account Lightning Page is now customisable. There is also fuller support with Contacts to Multiple Accounts, the option to prevent sales teams from creating duplicate person account records, and more.

Orders: Agreements for Delivering Products and Services in Lightning Experience

While previously unavailable, companies can now use the orders object without returning to classic. Give your teams more bells and whistles with the ability to track requests for products and services in Lightning Experience.
·         See orders list views
·         Manage orders
·         Work with order products, reduction orders, notes, attachments, and more
·         Manage email, events, logged calls, and tasks in the activity timeline. (Unique to Lightning Experience.)
·         Use Chatter with Orders and Order Products to collaborate during the order management process. Share information, updates, and documents, and monitor status and key field changes on order records.
·         Get the big picture with Kanban. (Unique to Lightning Experience)

Save Time by Editing Inline in List Views

Your reps can breeze through record updates in Lightning Experience with Lightning Edit in list views. Reps can modify a record without opening it, right from the list view. And in lookup fields, they can search for and create records on the fly. This change applies to Lightning Experience only.

Reps can edit only one field at a time, but they can save changes to fields on multiple records at once. Editing inline is different from doing a “mass action.” Both are done from list views, and both are efficient. But with inline editing, you’re saving a change to fields on one or more records. A mass action is selecting records and then clicking a button to do something with those records—for example, add them to a campaign.

 

 

Make Your Own Kanban View

Finally, coming up in the Spring ’17 Salesforce release changes to Kanban view.
·         Kanban will now be available everywhere
·         Configure any Kanban view – selecting the fields on which to create columns and summaries

 

 

 

 

 

 

These are our top general features coming in the Spring17’ release, we’ve also looked at our favourite Sales features…read about them here.

Salesforce rely on their customers to feedback to them the features and updates they would like to see in future. If you have an idea you’d love to see get onto the Salesforce Idea Exchange and share your feedback!

If you need help deciding if Lightning is right for you, we can help! Give us a call on 08456 525 625 or fill in your details

Salesforce Spring ’17 Release

Our Productivity Enhancing Picks
for your Sales Team

 

The latest Salesforce release (Spring ’17) is on the horizon. This release is going to contain many Lightning Experience usability enhancements. Users will be pleasantly surprised and companies on classic will be starting to take another look at their Lightning readiness.

 

We have been through the release notes and wanted to focus on user experience and sales productivity within Lightning Experience so here are our favourite enhancements:

Opportunity Products Go Classic

Products have been given a much-needed upgrade. You will now be able to multi-select products, so your sales team must no longer add products one by one in the Lightning UI.

This feature mimics the older Multi-Line layout of Classic and gives you a basic CPQ feel at no added premium. This new upgrade will speed up the time it takes representatives to add products to opportunities.

Sales representatives will be able to:
– Add up to 50 products to opportunities at once,
– Edit 200 product simultaneously,
– Perform multiple product searches without losing previous selections,
– Select multiple products to add to an opportunity, and remove selected products,
– Return to add more products without losing changes they’ve made to line item details.

Quotes get a new face and a major overhaul

This feature set has been on our wish list for a while! In fact, one of my clients asked me how to access the quotes tab only yesterday! The Spring ’17 release makes it possible to view quotes in their very own object and in the much-loved Kanban view that Lightning brings to Salesforce.

Here is a look at what’s changing:
– Show your teams’ quotes side by side for easy comparison and access
– Get the big picture with Kanban. *(Unique to Lightning Experience.)
– View and manage quote line items and quote PDFs
– Create quote PDFs, email quotes, and manage quote syncing.
– Manage email, events, logged calls, and tasks in the activity timeline *(Unique to Lightning Experience.)
– Use Chatter to collaborate during the quote management process. Share information, updates, and documents, and monitor status and key field changes on quote records. To monitor quote and quote product fields via Chatter, enable feed tracking for the fields that you want to track.
– Add Path (setup required) to track quotes throughout your sales process *(Unique to Lightning Experience.)

Collaborative Forecasts

Forecasting allows sales users and their sales managers to more accurately forecast and understand their pipeline. For companies who rely heavily on the Salesforce forecasting object, you can now access this in Lightning without moving away from the new UI.

Sales Management will be able to show reps how sales numbers measure up in a given period by helping teams project sales revenue and quantities from the opportunity pipeline, including opportunity splits and custom opportunity currency fields.

These are our top Sales features coming in the Spring17’ release, watch out for further information on our favourite features across the release and different roles!

Salesforce rely on their customers to feedback to them the features and updates they would like to see in future. If you have an idea you’d love to see get onto the Salesforce Idea Exchange and share your feedback!

If you need help deciding if Lightning is right for you, we can help! Give us a call on 08456 525 625 or fill in your details

Salesforce TLS 1.0 Being Diasbled

Salesforce has recently communicated with customers regarding TLS (Transport Layer Security) 1.0 being disabled on 4th March 2017.

Our expert consultants have assessed the impact of this change and come up with our recommendations to avoid any disruption to your Salesforce environment.

Key actions to be taken are:

– Check your organisation is using a supported browser version. Click here to view the supported browsers. For all browsers, enable JavaScript, cookies, and TLS 1.2. If TLS 1.2 isn’t available, enable TLS 1.1. Browsers that don’t support TLS 1.1 or TLS 1.2 won’t be able to access Salesforce after 4th March 2017.

– If you have developed an integration that connects an endpoint not in Salesforce to Salesforce. The connection will need to be built using TLS 1.1 or above in order to connect securely to your Salesforce. Examples of this might be where your system/database pulls data from Salesforce or pushes data to Salesforce.

– Ensure your organisation is using the latest version of Salesforce for Outlook. The latest version is 3.2.3. (To find out what version of Salesforce for Outlook you are using, right click on the Salesforce for Outlook icon and click About).

Our team of consultants are on hand to support if you require any further information or call us on 08456 525 625.

 

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