CRM Science Blog

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September 14, 2020

Salesforce Service Cloud unifies service department data and systems into a user-friendly interface they can access from the office or while working remotely. This is especially important to enterprise-level businesses operating in multiple business units and geographic regions.

May 14, 2020

As many businesses and communities prepare to reopen, Salesforce has announced the release of — products to enable organizations to manage the logistics of returning to work while putting employee health and safety first.

February 13, 2019

Although we have just started the new year and it is still WINTER, Spring has sprung for Salesforce and the Spring ‘19 release is live. Unsure of when your instance will be updated with a new release? Go to Salesforce Trust, click on Maintenances. If you know

your instance enter into the search window. All releases for your instance will be updated here. Salesforce Trust is also a great place to find out if there are any issues on your instance.

Don’t know what instance you are on? Login to your...

October 31, 2018

Launched in 2016, Salesforce’s Field Service Lightning is the fastest growing product in the company’s history according to a report by CNBC. What is Field Service Lighting and why are companies adding this product to their suite of Salesforce products?

At a high level, FSL consists of a suite of standard objects providing key functionality. Although touted to be easily set-up “out-of-the-box”, from my perspective set-up requires education, planning, collaboration, and resources to properly get...

October 26, 2018

Have you been struck by Lightning? No, not Ben Franklin’s kite flying lightning, but the new Salesforce Lightning Experience. And, unless you have been living in a cave, by now it should be clear that Lightning is the future of Salesforce.  When Lightning was introduced in 2015, the UI was cool and flashy but definitely not ready for prime time. However, since then the disparity in functionality between “Classic” and Lightning has greatly diminished and the future is here. Need an incentive to m...

July 2, 2018

This was my first year attending the Connections Conference. Connections is the digital marketing, commerce, and customer service event of the year for Salesforce. Held in Chicago, it was packed with breakout sessions, keynotes, customer success expo and so much more. As with any Salesforce event, it is never hard to fill your days.  It is hard though to choose what to do! Some of my key experiences and nuggets are:

1. Service Cloud Keynote - Transformational Service: the overriding message of th...

May 11, 2018

In my opinion, an underutilized tool in the Salesforce arsenal is Salesforce Knowledge. As more and more companies are looking for ways to streamline and provide exceptional service to website visitors, clients, partners, service agents, and other internal users, Salesforce Knowledge can be a great tool to help them accomplish this. As with the move to all things Lightning within Salesforce, Knowledge, as of last year’s Spring ‘17 release, is also available in Lightning. With each subsequent rel...

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