I like to say I grew-up in a Call-center. I have been working in the Salesforce consulting space since 2011, but before that I worked my way through a variety of jobs in a call-center. One of those jobs taught me Salesforce, and for that I will be forever grateful. It was in the call-center that I learned the value of customer service skills. While part of customer service is a talent, part of it is knowing what your customers expect when you are working with them. Salesforce users expected competence and the ability to listen. I worked towards that goal every day. Now in my work at Apps Associates, I use all of those skills and more as I work with clients to implement Salesforce for their unique needs.
Continue reading “Customer Service in Salesforce Consulting”
Jody Upton is a Senior Consultant at Apps Associates, focused on Salesforce. Jody has 7 Salesforce certifications and has been helping customers optimize their Salesforce implementations for the last 9 years.
Many Salesforce users have heard about the Lightning platform, and are possibly using it, however, they don’t understand exactly what it is. For most people, there is a mystery surrounding Lightning. Is Lightning a new User Interface? Is it a new way to build applications? Does it work with Salesforce Classic? The short answer to all of these is “Yes”, although the details behind each of these questions is what causes most of the confusion. In 2014, Salesforce launched the new Lightning Experience. Since that time, there has been a slow adoption of companies to shift their Salesforce Org from Classic to Lightning. This has been due in part to three main reasons. First, most users are unclear about exactly what Lightning is. Second, in order to make the transition it requires the refactoring of Visualforce pages and Apex classes to Lightning Web Components. And lastly, some Classic features have not been readily available in Lightning. To help demystify the Salesforce Lightning platform I will address the three main questions most of our customers are asking:
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John Christy is a Senior Principal in the Salesforce practice for Apps Associates. He operates as a Senior Salesforce Architect responsible for the application design and overall development of our Salesforce projects. He has over 20 years of experience in designing and developing Full Stack Applications for Enterprise size clients.
While this subject seems to be a no brainer for most experienced Salesforce consultants, this happens much more than we care to admit. We are constantly building solutions that have many moving parts managed by, potentially multiple, teams located throughout the world or even in the same building. Configuration is constantly being pushed through the various development streams culminating in a release to production. Even with the best controls in place, one team may have had an end user ask for a simple configuration change to be made and it does not make it into the formal release documents…
Continue reading “Simple tasks to ensure that critical customer data and metadata is properly protected when executing a major or minor release to production in Salesforce”
Mark Simpson is a 20 year veteran of the CRM consulting space where he has delivered solutions to both private and public sector organizations using Salesforce and Siebel CRM.
Our practice saw a huge uptick in customers who wanted to enhance their Salesforce experience. How could you blame them? Salesforce CRM is the powerhouse for data! Three hot products for our practice this year were CPQ, Field Service and of course, integrations. Let’s look at some of the success stories of 2019 here at Apps Associates and see if you’re in a similar situation to some of our clients.
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Jordan is a Staff Consultant at Apps Associates. 4x Certified in Service Cloud and Field Service Lightning, Jordan has a background in customer service and marketing. Current responsibilities include analysis and customization of Salesforce orgs for clients as well as research into new Salesforce applications that could be utilized in the future.
Rapid growth in available data has increased the amount of time and sophistication necessary to make sense of enormous data. Making this data actionable has become its own industry. Demand for artificial intelligence (AI) is burgeoning quickly. According to Statista market research, the market for AI will increase from $9.5 billion in 2018 to $118.6 billion by 2025 in the US alone. How long ago did point of care first responders only dream of using AI-driven hand-held ultrasound to assess injury; AI-driven pattern detection systems now diagnose and inform emergency personnel when abnormalities are detected and suggest next course of action. Similarly, Salesforce Einstein Analytics Platform is the leading innovation in business intelligence. While Salesforce CRM is the leading software in increasing business data visibility, Einstein Analytics was developed specifically to expand business user-centric access to analytic apps leveraging algorithms to identify trends too complicated to view or detect otherwise, diagnose shortfalls, and suggest next actions.
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Francis is an 8X certified Salesforce Einstein Analytics and Discovery Senior Consultant at Apps Associates. He is a Ph.D. scientist who has authored academic scientific publications in the fields of lipid membrane biophysics and molecular and cell biology in conjunction with Indiana University, Purdue University, University of Illinois, Duke University School of Medicine, and Washington University School of Medicine in St. Louis. He has reported on data-driven clinical research serving as regulatory scientist, director, and medical writing consultant for the biological device, pharmaceutical, and wellness industries. His work in science has shifted from generating and reporting data to finding better ways to help biotechnology companies assess, visualize, and make predictions using AI and machine learning to process data.
What has always struck me about the Salesforce World Tour
gatherings is the energy in the room. It is a one-day, jam packed event meant to get all your Salesforce mojo in gear for the rest of the year. In order to get the most out of the event, I have some tips for you that will help you be a Salesforce Trailblazer.
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Jaime Seagraves is a Vice President at Apps Associates. He is a seasoned professional with 18 years of experience in the ever changing Information Technology Industry. Jaime consistently achieves measurable results in a very competitive, fast-paced environment and excels at identifying business opportunities, planning sales strategies, and cultivating long-term relationships. His focus is sales and account management for the firm. As a daily user of SF.com, Jaime’s true passion and background is with Analytics. He has been a key leader in some of the largest Big Data and Analytics implementations in the world. Jaime currently sits on Rutgers University Advisory Board for Big Data & Analytics.