Power Your Sales Team with Salesforce Sales Cloud & Einstein Summer ’20 Edition

Salesforce Summer 2020 Sales Cloud comes with a variety of new features for Sales Executives and Representatives to save time and connect with prospects seamlessly using Salesforce’s Outlook and Gmail integrations, as well as Einstein Call Coaching.

Using Sales Cloud Outlook and Gmail integrations, Sales Executives are able to track email engagement across their applications. This is made possible as Salesforce shows you engagement analytics using the emails your Sales Reps have sent through Outlook or Gmail, Lightning Experience – which is now fully available in desktop view on iPads using Safari or the High-Velocity Sales Work Queue.

In addition, Sales Reps can insert text shortcuts using keyboard codes instead of using a mouse to save time and focus on their email content e.g. “; links” would say “I’ll set up a meeting for us to review this together. In the meantime, if you have any questions, feel free to reach out to direct customer service!” Cadence emails are also sent as a reply to previous emails that have been sent, so prospects get a conversational view.

Einstein Call Coaching is another aspect of the Summer 2020 Release that got a major update! Using Einstein Call Coaching, agents can gain visibility into their sales calls by being notified of competitor or product mentions or a mention of any topic that you define. When Sales Executives see different competitor mentions and objections that prospects may have, they are able to see how reps handle them as well as how they talk about the products that they sell. This can be done as Salesforce allows you to easily connect third-party recording systems.

Additionally, Sales Executives can unlock hidden insights that could not be accessed previously such as, slice and dicing calls by mentions, teams, or individual reps, saving time by only listening to important segments of the call which boosts coaching productivity. When your sales rep is discussing pricing or next steps, Einstein detects these moments automatically to keep in records as well to assist reps during their next call with this prospect. All of these statistics and more can be visualized in Einstein Call Coaching Dashboards.

Overall, Salesforce’s Summer 2020 Sales Cloud Release comes with a multitude of new features for Sales Managers and reps to identify leads, engage with prospects, monitor key business updates, and much more.

If your organization would like to implement Salesforce’s Sales Cloud solutions to power your sales team, contact our experts today.

For Salesforce Einstein, Language is No Barrier!

Salesforce Summer 2020 Release has numerous new features and updates in order to enhance the user experience in Service Cloud. Among these updates include Einstein for Service. Einstein now has a set of features to assist with intelligence. Einstein case classifications assist in lookup fields as well as automated triage events. These events are available in order to have a faster and automated Salesforce workflow. Additionally, Einstein Article Recommendations include multilingual support to assist global clients.

  1. Reply Recommendations

    To start, Einstein’s reply recommendations are generally available and are included with the Service Einstein queue to assist with service intelligence. For example, if a customer asks “What shoe color options do you have?”, Einstein would instantly pull up several options for the agent to answer. One, for example, could be, “We have tan, white, navy, and black. Which would you be interested in?” The agent can then click on the option that they prefer to send to the customer. Furthermore, the agent can also make edits to the pre-made response if it is not exactly what the customer is asking for, or mark the suggestion as not helpful to make sure the same recommendation does not show up again if a customer asks a similar question.

  2. Case Wrap-Up

    In addition to Einstein’s reply recommendations, Einstein can also assist the agent in wrapping up the case. Once a customer is satisfied with the chat, Einstein gives a reasonable suggestion such as “Can I help you with anything else?”, right before ending the chat. Once the chat is ended, Einstein pre-fills critical fields of the case such as the subject, case reason, sub reason, priority, and escalation in order to make the wrap-up process a breeze for the agent. This saves agents time and improves the overall accuracy of case data, allowing the wrap-up process to be much more seamless.

  3. Multilingual Support

    The Einstein Article Recommendations are now available in German, French, Spanish, and Italian with Dutch and Portuguese coming in Winter 2021. The language is automatically detected using an NLP (Natural Language Processing) library, meaning the language does not have to be stated explicitly by the user. Einstein searches for language articles and if there are no articles found, it then falls back to the master language that was originally set.

    For example, if you open a case that has a French subject and description. Einstein then shows the article recommendations in French after automatically detecting the language. The agent can then hover and see the content or mark them as not helpful. These article recommendations also show the relevancy scores of each so that agents have transparency to provide a better customer experience. The agent can additionally attach or email the article to the customer.

Brite Systems, a certified Salesforce Silver Partner, has vast experience in implementing Service Cloud solutions for our clients. Let us leverage your business today.

Your Need For Salesforce Sandboxes and Data Masks

Salesforce offers a variety of CRM solutions to leverage customer service, marketing, business development, and more for organizations. Modernizing your system or set of systems can be daunting. One of the many reasons you may be hesitant to implement and integrate complex systems could be due to the fact that when project complexity increases, so does the risk. When the complexity and risk of a project are higher, innovation and productivity tend to suffer and the intended changes to improve your systems may never happen. However, these risks can be mitigated using Sandboxes and Data Masks!

Sandboxes give more agility and reduce the risk of making changes by allowing developers to test the changes before moving them to production. A Sandbox is an add on feature in Salesforce where users are able to develop configuration changes as well as test and train these changes prior to putting them into production – which is the live and working environment. Any changes that are made are pushed into a changeset, controlling what moves from the Sandbox to production.

A common misconception people have when starting to utilize Sandboxes has to do with which types of data can be changed. There are two types of data; Data and MetaData. Data includes records such as phone numbers and addresses. MetaData includes configuration changes such as processes and baselines. This type of data can be changed in Sandbox. It is imperative that these configuration changes are made in Sandbox and never in the actual working environment because you could potentially break something that cannot be fixed.

There are four different editions of Sandboxes available in Salesforce; professional, performance, unlimited, and enterprise. The number of Sandboxes and types vary between these four depending on which level your organization decides to purchase. In addition, Salesforce offers four types of Sandboxes; developer, developer pro, partial copy, and full Sandbox. So what’s the difference between these four types? Developer and developer pro Sandboxes do not copy any data. In partial copy, 10k records per object are copied and in full copy, all of the records are copied.

Sandboxes can also be refreshed at different times depending on which type of Sandbox is used by your organization. Developer types can be refreshed every day, a partial copy can be refreshed every five days, and a full copy around once every month. When you refresh data in your Sandbox, both Data and MetaData are copied into the Sandbox. When changes are made in the Sandbox, only the MetaData is pushed into production, not Data. Adding, deleting, or editing records in Sandbox does not make changes to other environments.

The safety of the data is a major concern when it comes to the use of Sandboxes. Sandboxes with unmasked sensitive data can be risky as a broader set of employees and contractors may have access to Sandboxes. One way to maximize safety and minimize access to sensitive data is by granting employees access to only the data that is required for their role. For example, John is an Account Executive at your company. He is given access to all of the sales data but does not have access to view the company’s marketing analytics, service delivery details, or financial information because it is not relevant to his job. Beyond limiting data visibility, Data Masks can be used in Salesforce to provide the most security to your sensitive data while testing applications.

There are a variety of ways to mask your data including, anonymization, pseudonymization, pattern-matching, and deletion.

  • Anonymization scrambles the contents of a field so that it is unreadable e.g. John becomes gJ5ii42-/.
  • Pseudonymization converts a field so that it is unrelated to the original e.g. John becomes Mark.
  • Pattern-matching replaces data with user-specified patterns while deletion just deletes the entire field into an empty data set.

By using data masks, your organization can meet compliance needs, address data security, develop and manage with agility, and increase productivity.

At Brite Systems, we keep our client’s data secure and our Salesforce team utilizes sandboxes extensively. If you would like to secure your organization’s data, contact our team of experts today.

The Power of Pledge 1%, Serving Our Community During the COVID-19 Crisis

Pledge 1% is a philanthropic movement where companies donate 1% of their equity, time, product, or profit to non-profit organizations or causes of their choice to make an impact on their local communities. Salesforce, Atlassian, Rally for Impact, and Tides have spearheaded the Pledge 1% movement to accelerate their shared vision around integrating philanthropy into businesses around the world. Being a Salesforce Silver consulting partner, Brite Systems has pledged to give 1% of our profit to benefit the Indianapolis community where we are headquartered.

By pledging 1% along with Salesforce, Brite Systems has formalized our giving back program and we have joined the 100,000 members in 100 countries worldwide. CEO of Brite Systems, Jay Fernando, says, “We are passionate about giving back! Serving our community is built into our organizational DNA and we consider it a privilege to make a local impact through our pledge.” The Pledge 1% initiative has ignited almost half a billion dollars of charitable giving around the world. More than 87% of Salesforce customers also believe that corporations should place equal weight on their businesses as they do with supporting their local communities.

As the COVID-19 pandemic began to spread in the United States and Marion County was identified as a “hot spot”, Brite Systems was one of the pioneers taking action and serving our community while local and state governments were still mobilizing to help at-risk communities. Brite Systems developed an online portal for Marion County residents who were over 60 years old, pregnant, with prior health conditions, and those diagnosed with COVID-19 and in self-quarantine. Qualifying individuals could place an order for groceries and have them delivered to their home free of charge – all costs sponsored by Brite Systems.

The recipients of these services were highly appreciative of our efforts, one of them saying, “I am very grateful for your services during this uncertain time.” State agencies and a large local food bank also showed appreciation for Brite Systems while they were navigating the logistics of providing goods to people. Through the efforts of Brite Systems, more than 160 families in Marion County were supported.

Brite Systems went above and beyond the Pledge 1% commitment and donated nearly 5% of our annual profit to charitable causes this year. At Brite Systems, we place a high priority on being involved in the community and serving others, especially vulnerable populations. Being part of our team means making a real difference for those around us.

Looking for a workplace culture that values social impact? See our open positions and join our team today! Is your business interested in making a pledge? Learn more.

What You Should Know About Cloud Storage and Keeping Your Data Secure

Over one billion gigabytes of data are stored in the cloud networks worldwide. Processing and storing data in the cloud has revolutionized the IT world and is both an efficient and cost-friendly way to store data. There are two types of clouds: private clouds and public clouds.

A private cloud is an organization’s own cloud that contains only their compute infrastructure and data. On the other hand, a public cloud is a cloud that is shared by multiple different organizations, also known as a multitenancy. In a multitenant architecture, tenants share infrastructure resources such as their web server, application services, middleware, their database, and compute resources. Even though the resources are shared, the tenant-specific data is accessible only to that particular tenant.

You could think of private cloud as owning your own home, while public cloud is like living in an apartment complex. When living in an apartment, you may share resources such as water, electricity, etc. However, your unit (or data) is secure and only accessible to you. In this post, we’ll be talking about how/where the data is stored, how the data is secured, ways that this data can be breached, and how to mitigate your risk.

The first thing that comes to mind when thinking about cloud storage is where all of this data is stored. Cloud data is stored in data centers that can be virtually anywhere in the world. Most cloud storage service providers offer storage on a pay-per-use-basis, so you would pay for each gigabyte of data per month. The user can connect to the database server via the internet and manually or automatically send files over. All of this data can be accessed through a web-based interface.

At this point, you may be thinking, how do organizations know that their data is safe? Cloud providers use authentication, access control, encryption, and built-in firewalls to keep your data safe at the most basic level. Authentication is the type of security that is used on most websites and devices such as passwords and security questions. Access control restricts access to the data if you are using an unknown, unauthorized, or public device. You can test these security measures by engaging with a cybersecurity professional who can validate and assess security measures and provide additional extra security measures. Encryption is one of the strongest ways to secure your data by using algorithms to scramble the data so it can be accessed only by the users who are authorized to access the data. The built-in firewalls make sure that those who are not authorized are not able to access your cloud infrastructure.

Sharding is another way of securing data where it is split into chunks and encrypted on its own, meaning if the code was to be decrypted then they would only find the data in blocks, rather than all of it. Some cloud providers only let you preview the content instead of downloading the data, so that it is more secure to share. Highly regulated organizations are also starting to use the hybrid approach in which they keep sensitive data in a private cloud and the rest of their data in a public cloud.

However, this does not mean your data is 100% safe. It is not impossible for cybercriminals to get into these files by guessing security questions or bypassing passwords. Your data could also at any point get wiped out, lost, or stolen. The data is stored on servers and systems that are not yours meaning you don’t have control over them. As a solution to this, some cloud providers are starting to let the users choose their own encryption keys, so no one from the provider’s side has access to your data.

The good news is there are many more solutions for improved data security! You have options such as backing up your data locally, engaging with cloud service providers that offer local encryption of data, implementing multi-factor authentication and protecting the computer systems that access your cloud resources by implementing anti-virus and anti-spy security controls. Overall, with cloud storage the positives outweigh the negatives. With governance and adoption of the right risk-mitigating strategy offered by companies such as Brite Systems, you can select the ideal cloud service (Public, Private, or Hybrid) and secure your data safely. If you’d like to explore your options for cloud security solutions, consult with our cloud experts today.

4 Salesforce API Enhancements Released in Spring 2020

In Salesforce’s 2020 Spring Update, there are several major new Application Programming Interface (API) enhancements. API is a piece of software that allows two software intermediaries to connect. APIs define what kind of calls and requests can be made between software systems, define data formats, and which conventions to follow, essentially specifying how two different software systems can communicate and interact with each other. Using an API allows users to deliver solutions rapidly by sharing and exchanging information seamlessly.

There are many software systems and applications that can be connected with Salesforce using APIs. For instance, Salesforce integrates seamlessly with Jira, Zoom, SAP, Peoplesoft, Quickbooks, Moodle, Workday, and Eventbrite to name a few software applications.

1. Increased Daily Salesforce API Call Limit

The recent Salesforce Update has increased the daily Salesforce API call limit from 15,000 API call requests per day to 100,000 API call requests per day. In addition, the daily maximum cap of 1,000,000 API requests per day has been removed, allowing your org to exceed the daily limit without being flagged or blocked by Salesforce. Furthermore, with the new usage-based entitlement, a limited Salesforce resource that your organization can use on a periodic basis, the org user can view how many API requests have been built up over the last 30 days.

2. New Beta Version of MetadataComponentDependency

Another important API Spring Update is the beta version of the MetadataComponentDependency Queries in Production and Sandbox Orgs. By using these Queries, users can view dependency relationships between metadata in their orgs. Finding these dependencies allows users to break the metadata into packages and parts, and then determine whether the metadata is safe to delete.

3. Ease of Locating Object Documentation

The recent Spring Update has also made finding Salesforce object documentation easier. The key advantage of this feature is that it removes repetitive object documentation and groups related objects together so that users can find what they are looking for in a simpler manner.

4. Increased Relevancy of Symbol Table

In addition, the Salesforce Symbol Table no longer includes non-global implementation details for managed packages. This update confirms that the Symbol Table does not show more information than what is required for the managed packages. This feature will save you time, as less code is required.

The Salesforce 2020 Spring Update’s API enhancements allow users to make more API calls daily, view the number of API requests in the past 30 days, Queries to view dependency relationships between metadata in orgs, and a Symbol Table that shows only specific information related to managed packages. Overall the Spring Updates yield a better user experience for organizations that use Salesforce to expand their capabilities by integrating with other external systems and applications through APIs.

Brite Systems, a certified Salesforce Silver Partner, has expertise in implementing Salesforce APIs for several software systems and clients. Need assistance with your API implementation and leveraging the recent update? Connect with our Salesforce team today.

So Many Channels For Customers?!

As a major aspect of the Salesforce Spring 2020 update, Salesforce now offers a channel menu which is a customized and simple path for B2C and B2B customers to communicate through several channels. When the channel menu is integrated into an external-facing B2C or B2B website, the customer has all channels in front of them, letting them pick which channel they want to utilize to communicate. Customers can click on their desired channels of communication and are then taken right into a discussion with a live agent or chatbot. If the customer needs further assistance, they are redirected to a more specialized live agent who has all of the customer’s information and data allowing the conversation to flow seamlessly. Integrating Salesforce’s new channel menu on your customer-facing website spares customers the time that they would spend looking for a “contact us” page, allowing the company and customer to connect quickly. With the utilization of the channel menu that is incorporated in the Salesforce platform, agencies are able to provide increasingly customized interactions with their customers.

In this manner, customers can engage with companies through their preferred communication channels, such as WhatsApp, Facebook Messenger, SMS text messaging, phone calls, or WeChat. They can return on a later date to their preferred channel and view the conversation at any time. Another advantage of having a Salesforce channel menu is that the user can go back in a week, a month, or maybe even a year later and resume the conversation with the chatbot or live agent regarding their current point of interest using their personal apps. Customers can appreciate having the option to utilize mobile applications they are familiar with as a chatbot typically works better on computers. Using a Salesforce channel menu will most importantly show the customers that the company cares about its customer’s interaction and wants to make the customer experience their priority by letting the user choose their own channel of communication.

Looking for a partner to help quickly improve your customer experience with Salesforce? Let’s get in touch.

Brite Systems is Awarded GSA Multiple Award Schedule

The GSA Multiple Award Schedule endorses Brite Systems’ strong past performance in IT Services.

INDIANAPOLIS and WASHINGTON, June 2, 2020 /PRNewswire/ — Brite Systems is a successful Federal IT Services provider with a wide range of expertise in multiple aspects of technology. Some of these include but are not limited to, private, public, and hybrid cloud implementation services, AI, and Robotic Process Automation (RPA). Brite Systems was accepted into the SBA 8(a) program in 2017. Recently, Brite Systems has been awarded the GSA Multiple Award Schedule.

President of Brite Systems, Leena Victoria says, “We at Brite take great pride in providing successful solutions to our Federal, State, and Local Government clients by adding value to their business since 2006.”

GSA Schedules are also known as MAS (Multiple Award Schedules) and Federal Supply Schedules. MAS Schedules are long-term contracts across government agencies. These contracts are with commercial firms that give federal, state, and local government buyers over 11 million commercial products and services at discounted prices.

GSA has approved Brite Systems to participate as a prime contractor for awards in Special Item Numbers
518210C – Cloud and Cloud-Related IT Professional Services
54151 – Software Maintenance Services
54151S – Information Technology Professional Services

“All our past successful cloud implementations were recognized by GSA in awarding MAS Schedule with SIN 518210C – Cloud and Cloud-Related IT Professional Services.” adds Leena Victoria.

By being awarded the GSA Multiple Award Schedule, Brite Systems has demonstrated strong past performance in IT services to public sector agencies. They also have easy access to government orders since they are approved and verified by GSA.

Government agencies are benefitted in multiple ways by working with Brite Systems through GSA MAS Schedules by experiencing flexibility and choice, saving time, and realizing transparency.