Five Steps to Effective, Efficient and Evolutionary Process Flows
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The document discusses different automation tools in Salesforce: Triggers, Workflows, Validation Rules, Process Builder, and Flows. It provides brief definitions and comparisons of each tool. For example, it states that triggers allow logic to execute before and after record changes while workflows are used to automate actions like field updates or sending emails. The document encourages identifying the specific need or requirement before choosing a tool to avoid redundancy and ensure the best solution is provided. It emphasizes testing and refinement to verify the automated process works as intended.
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Five Steps to Effective, Efficient and Evolutionary Process Flows
- 1. What Process? Five Steps to Effective, Efficient and Evolutionary Process Flows Rakia Finley, CEO Surge Assembly & FIN Digital @rakiamc [email protected]
- 2. Forward-Looking Statements Statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
- 3. Rakia Finley • Founded Surge Assembly in 2003 • Founded FIN Digital in 2014 • 12 Years of IT Consulting • 10 Years CRM Development Experience • 8 Years Salesforce Consulting • Leader, Washington DC Women in Tech User Group • Portland, Oregon Native • Deep addiction to gadgets, Starbucks and mimosas [email protected] @rakiamc
- 4. Triggers, Workflow, Validation What’s the difference?
- 5. A piece of code that is executes before and after a record is Inserted/Updated/Deleted from the force.com database. Syntax: Trigger <trigger name> on <Object name> (trigger Events) { // Implement the Logic here } Workflows are used to do actions like creating task, sending outbound messages, send emails and field update. In workflows, we cannot update field in another related object Validation rule can be used if you want to validate the field values in a particular record which you are creating/updating. It will not work in delete operations. TRIGGER WORKFLOW VALIDATION Governs your data-entryCreates an automated action Trigger, Workflow, Validation What’s the difference? Like Workflows without limitations
- 6. What to Know About Workflows Well…they’re awesome
- 7. Lightning Process Builder “A Workflow tool that helps you easily automate your business processes by providing a powerful and user friendly graphical representation of your process as you build.” Oh my, what’s that?
- 8. Lightning Process Builder This thing is NIIICE! Submit for Approval Updated fields on any related record Call Apex code Post to Chatter Launch a Flow Multiple if/them statements Create a record
- 9. Flow (Visual Flow) “Let’s you build applications, called flows, to help users within your organizations perform tasks easily and efficiently” Oh I know that one.
- 10. If You Build Everything… • Find the common ground to each need • Limit the redundancy • Be the voice of reason
- 11. Use the Need to Identify the Solution Base your flow off what’s being asked of you.
- 12. You’re The Solution Provider These are your weapons of mass awesomeness
- 13. Workflow FYI 1. Fully understand and identify the need From beginning to end 2. Write out the steps Paper is your friend an official memo of understanding is better 3. Map out the data flow Where is it coming from and where will it end up 4. Create the process in sandbox Make sure your flow looks good from all angles 5. Measure and refine Verify, verify, verify
- 14. Rakia Finley Surge Assembly | FIN [email protected] @rakiamc Limit Redundancy, Enhance Accuracy, Encourage Action, Produce Productivity Sounds easy enough…
- 15. Questions?
- 16. Thank Y u
Editor's Notes
- #3: Talk Track Before I begin, just a quick note that you should base your purchasing decisions on products and services that are currently available. Key Takeaway Salesforce is a publicly traded company. Customer should make buying decisions only on the products commercially available.
- #27: Industry: High Tech Segment: EBU Company Overview: Intuit develops financial and tax preparation software and related services for small businesses, accountants and individuals. Annual revenue is approaching 4 Billion. Business Challenges: Siebel prevented them to be agile (releases every 9 months) Agents struggled with current tools – poor usability and 17 logins Seasonal business = 4,000 employees during the busy months with 20-30K cases per day Plan to expand into global areas: UK, Canada, Australia + India Solution: Results: Agile platform allows them to change with the business Agent Net promoter score jumped from -80 to 80 Reduced logins from 17 to 2 Intuit attributed happier agents to a better customer service experience Other Resources: Internal Video: http://embed.vidyard.com/share/vdR9OYpgvi3rUNSCKndZXQ
- #28: Industry: Retail Segment: SMB Company Overview: On-demand meal delivery service for freshly made meals from local chefs. Business Challenges: In rapid growth, Munchery needed a customer support system that would scale as their customer base grew, and bring together all communications with their customers into a central hub. Solution: Deployed Desk.com to 4 full time, 12 flex agents across various departments, in just one hour Desk.com helps them support both customers and drivers, in addition to tracking operational issues (i.e. last minute order change) and even HR for recruiting Business Insights combined with integration to chef feedback system helps them adjust business based on customer feedback Results: Desk.com is now the central point of all customer communications 330 cases resolved per day
- #30: Industry: Transportation Segment: MM Company Overview: Luxe an on-demand valet service that is revolutionizing parking – their app lets you call a personal valet who will come to your location, pick up your car, park it and return it when you’re ready. Business Challenges: Experienced rapid growth and needed a support solution they could get up and running quickly and without a ton of training for their support team. Solution: Desk.com is the central hub for all support comms – email, phone, Twitter and event text with an integration with Teckst Use customer data in Business insights to plan product roadmap and prioritize features from most loyal and vocal customers Results: Now the team manages more than 200 cases/calls per day and maintains a first response time of less than 5 hours – down 40% from their previous solution
- #57: Talk Track We define individuals and companies who leverage Salesforce to drive innovation, solve problems, transform their company and grow their career as Customer Trailblazers. We're empowering everyone to be a Customer Trailblazer, and we do that with three different models: First is our Business Model which is focused on customer success so much that we are based off a subscription-model. Your success is our success. And, to help deliver that success, we have a global customer success team and an enthusiastic community of MVPs and user groups. Next, we have our Technology Model which at its core is the most trusted enterprise cloud. You can easily customize Salesforce to your unique business needs and build apps with click, not code, so you can deliver faster time to value. Finally, there's our Learning Model: Trailhead. Trailhead is our guided learning path that makes learning Salesforce easy and fun. Anyone and everyone can learn about Salesforce and learn to tools to transform your business. Key Takeaways With our Business Model, our success is directly dependent on the success of our customers. Our Technology Model democratizes software. Use the apartment building analogy to explain the advantage of our multi-tenant cloud. With Trailhead, anyone can learn Salesforce and become a Customer Trailblazer.
- #58: Talk Track Behind each and every interaction, device, and product is a customer. We’re truly living in the Age of the Customer where each and every touchpoint is connected and intelligent. To be closely connected with that customer, businesses first need to put the customer at the center of everything they do. And second, businesses need to have a single view of that customer across all touchpoints. With Salesforce, this is an opportunity to connect with your customers like never before. It's our vision to help guide sales, advise marketers, assist service agents, and direct IT leaders. We're focused on making communities, commerce, analytics and apps more intelligent. Key Takeaways Businesses must become customer-centric companies. Salesforce is helping businesses get smarter about their customers and connect with them in a whole new way. Pro Tip To bring this to life, share a customer story here that is related to their industry.
- #59: Talk Track Schneider Electric manufactures power equipment that powers about half of the worlds buildings. As you can imaging, that's a pretty complex selling and service model with lots of partners and lots of employees engaged around a customer. A few years ago, Schneider Electric had a problem were they didn't always have one conversation with that customer. To solve this, their Trailblazer and CEO, Jean-Pascal, wanted to create one view of the customer and one conversation with the customer, called One Schneider. Today, 43,000 users collaborate around the customer using Salesforce. They have 400,000 partners, 4,000 service agents and over 20,000 sales people managing information about customers on our platform. Salesforce has become the foundation within Schneider for customer-centric employee collaboration. Key Message Take all of the technology discussed in this presentation, and put it in the context of the customer. Schneider Electric's plant-to-plug vision isn't about improving a sales or service cycle, they're transforming an entire industry with Salesforce. We are on a path together with Schneider Electric. Pro Tip Customer Story: http://www.salesforce.com/customers/stories/schneider-electric.jsp
- #61: And if you haven’t yet, you can easily get started with Salesforce. First and foremost, we have the world’s #1 CRM apps with salesforce IQ and Sales Cloud. [Insert descriptions] And, you can go faster with connected productivity tools with salesforce inbox and Quip. [Insert descriptions]
- #63: Talk Track We are in the midst of five transformations in enterprise software — intelligence, speed, productivity, mobility and connectivity. These are key technologies that we've built in across the Customer Success Platform. Key Message Salesforce is the only technology partner who can help customers take advantage of the opportunity offered by each transformation. Salesforce can help customers take advantage of new opportunities that emerge.
- #64: Talk Track At Salesforce, we believe that our technology, our people, and our resources should be used to help improve the state of the world. With our 1-1-1 model we give 1% of our time, 1% of our product, and 1% of our equality back into the community. Over the course of the last 17 years, we’ve given over 1.6 million hours of community service, $128 million in grants, and 29,000 non‑profits and education organizations use our products. In fact, our 1:1:1 model has been so successful that over 1,000 companies have taken the 1% pledge to join us in giving back. Personally, I'm involved in… [Insert personal story here] Key Takeaway As Marc Benioff has said, “the business of business is to improve the state of the world.” We bring that to life with our 1-1-1, philanthropic model. Share a personal story. Pro Tips Check out the customer's website — they may have details on charitable organizations that they're involved with.