Supercharging Salesforce Portals to Imporve Customer Service

In today?s socially connected world customer service is more important than ever. You can offer promotions and incentives, but unless you can get those customers to spread positive feedback about your company, you won?t be in business for long. So how can you improve customer service and keep those customers? happy? In this post we will describe how Cloud Extend can be used to supercharge the process of case creation within the Service Cloud portal to reduce the time it takes to process a trouble ticket, whether by customer self-service or via a customer service agent.

So lets begin. A common use of Cloud Extend is to guide portal users through the process of quickly setting up a Case object in Saleforce.? So when the customer calls the support hotline, they are dealt with promptly rather than kept on hold for an eternity.

There are three main considerations in this type of Cloud Extend application:

1. The Process Guide
2. Validating Data Entry
3. Ensuring Business Rules are followed

So let?s address each of these items in turn.

The Process Guides

With Cloud Extend, you can build a process wizard that will guide a Portal user (or any other Salesforce user) through a series of steps. The steps can be a combination of screen steps (which prompt the user to enter data and make choices), automated steps (which do work for the user by creating Salesforce objects, sending email, creating tasks, etc), and data decision steps. Here is a sample Cloud Extend guide:

Cloud Extend guides can be run from a Saleforce portal, in which case a portal user is guided through a process to enter data and create objects in Salesforce.?? The Cloud Extend guide will have access to any Salesforce objects and fields to which a portal user has access.

Now let?s examine the second of our three considerations ? validating data.

Validating Data Entry

Since a Cloud Extend guide walks a user through all of the data entry steps, and Cloud Extend screens can contain detailed instructions on how to enter the data, errors in data entry are greatly reduced. In addition, Cloud Extend guides can automatically enter data and create relationships between objects based on the context of the Cloud Extend guide.

Of course, there are still times when users will make errors or do the wrong thing. You can design Cloud Extend screen steps so that any data field is required to be entered correctly before the Cloud Extend guide will advance (even if the data field is not a required field in the underlying Saleforce implementation). This is useful because a data field may not always be required (so it not practical to make it a required field in Salesforce), but in the context of a particular step in a process, the data field is required:

It?s always useful to perform data validation on entries for data fields (for instance, to ensure a due date for a Task is not set to a date prior to today). Salesforce has excellent facilities for defining validation rules in the Saleforce implementation, and Cloud Extend honors all Salesforce validation rules.?? If a user attempts to enter data that causes a validation rule in Saleforce to fail, the Cloud Extend guide will not advance, and instead will prompt the user to correct the entry.

Now onto our last consideration ? business rules.

Applying Business Rules

Because Cloud Extend guides can branch based on user input, many ?business rules? (such as ?do X if the customer is calling about Product A?, ?do Y if the customer is calling about Product B?) can be implemented directly in a Cloud Extend guidance tree:

Cloud Extend can also perform flow decisions based on the values of data fields in Salesforce. Therefore, business rules such as ?Do X if this is a Large Company, Do Y if this is a Medium-Sized Company, Do Z if this is a Small Company? can be implemented easily:

And data decisions can also be based on the value of fields in Salesforce.?? For example you can set the threshold values or parameters for the business rules individually per process ? i.e. the process of lead qualification for one client might define a Large Customer as over $1B in annual revenue, while another client might define a Large Customer as over $50B in annual revenue.

Putting it Altogether

The final step is to combine the three items to create efficient support processes.? For example one customer in the energy industry created a set of guides to handle account creation and querying that drastically reduced call waiting times and increased support throughput (for full details see the guest post here). Another customer in the telecoms industry wrote guides that revolutionized their case resolution processes and? improved service levels by 90% (read more here).

So no matter your industry or your type of Salesforce portal, you can supercharge your CRM with the easy to use Cloud Extend.

This entry was posted on Wednesday, January 23rd, 2013 at 5:10 pm and is filed under Active Endpoints, Cloud, Cloud Extend. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

Source: http://www.activevos.com/blog/active-endpoints/supercharging-salesforce-portals-to-imporve-customer-service/2013/01/23/

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Michael Winner: 1935-2013

Michael Winner, the British director of films including 1974's Death Wish, died Monday at his home in London following an illness, The Associated Press reports. He was 77.

The AP confirmed the news with Winner's wife, Geraldine Winner, an ex-dancer who married him two years ago. She called Winner "a wonderful man -- brilliant, funny and generous. A light has gone out in my life."

Winner helmed 30 films including the revenge-themed action picture?Death Wish and its two sequels starring Charles Bronson.

Some of his other films include Some Like It Cool (1962), which he also wrote; The Mechanic (1972), also starring Bronson; Scorpio (1973), toplined by Burt Lancaster; and The Big Sleep, with Robert Mitchum. He once told the AP about his B-movie career:?"If you want art, don't mess about with movies. Buy a Picasso."

Winner also dabbled in media punditry as an acid-tongued restaurant critic for the U.K.'s?Sunday Times, penning the "Winner's Dinners" column. If he especially liked his dinner, he would deem it "historic." A negative review could get him banned from a venue.

Later in life, he also starred in a series of insurance commercials that had a signature catchphrase ("Calm down, dear!") and launched a campaign to build a London memorial honoring fallen police officers.

"Very sad to hear Michael Winner has died," wrote CNN's Piers Morgan on Twitter. "Hilarious, often preposterous, always generous, highly intelligent man. And terrific writer. RIP."

Source: http://www.rottentomatoes.com/m/1926696/news/1926696/

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Realtors - Are huge investment companies buying properties ... - Zillow

In Virginia we are seeing large groups as well as "deep pocket" individuals who have the right connections that are purchasing these homes. It's very hard for a first time buyer or even certain cash buyers to get the homes before someone else gets them. I think it's the case of not what you know but who you know here. They are selling and it's making a difference on values by the work being done to these detressed homes. It's helping the resale market in the values. Buyers do see the value in a home that's been totally redone and they will pay more for it than another where the condition is not there.

Source: http://www.zillow.com/advice-thread/Realtors-Are-huge-investment-companies-buying-properties-in-your-area/475313/

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US wants to know how Algerian attack unfolded

Algerian special police unit officers guard the entrance of an hospital located near the gas plant where hostages have been kidnapped by Islamic militants, in Ain Amenas, Saturday, Jan. 19, 2013. Algeria's special forces stormed the natural gas complex in the middle of the Sahara desert in a final assault Saturday, killing 11 militants, but not before they in turn killed seven hostages, the state news agency reported.(AP Photo/Anis Belghoul)

Algerian special police unit officers guard the entrance of an hospital located near the gas plant where hostages have been kidnapped by Islamic militants, in Ain Amenas, Saturday, Jan. 19, 2013. Algeria's special forces stormed the natural gas complex in the middle of the Sahara desert in a final assault Saturday, killing 11 militants, but not before they in turn killed seven hostages, the state news agency reported.(AP Photo/Anis Belghoul)

Updates with information on the end of the crisis; map locates Ain Amenas energy and residential complex, where hostages were taken and killed

In this undated image made from video, a man looks out from a bus towards what appears to be smoke rising in the horizon at an unknown location in Algeria. An Algerian security official says de-mining squads searching for explosives found "numerous" bodies Sunday, Jan. 20, 2013 at a gas refinery where Islamic militants took dozens of foreign workers hostage. (AP Photo/Ennahar TV) ALGERIA OUT, TV OUT

WASHINGTON (AP) ? The White House says it will work with the Algerian government to understand how events unfolded in the terrorist attack on a natural gas complex in the Sahara desert.

Islamist militants took dozens of foreign workers hostage in a siege that ended Saturday when Algerian forces stormed the facility. The Algerian government says all 32 militants were killed, and that the number of hostages killed stands at 23. One American is known dead.

An adviser to President Barack Obama says the attack is a reminder of the threat from terrorists who "will use civilians to try and advance their twisted and sick agenda."

Obama aide David Plouffe (pluhf) says U.S. officials will be in touch with the Algerian government to get a "full understanding" of what happened.

Plouffe spoke on CBS' "Face the Nation" and "Fox News Sunday."

Associated Press

Source: http://hosted2.ap.org/APDEFAULT/386c25518f464186bf7a2ac026580ce7/Article_2013-01-20-US-US-Algeria/id-20d5fc5a43ca4211b9bf55b235d8931c

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Source: http://www.thehollywoodgossip.com/2013/01/anna-burns-welker-rips-ray-lewis-six-kids-one-murder-charge/

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HELP ARTICAL: Art Buy

Sometimes people buy art, original work for some pay large amounts of money - a lot of people buy expensive form of art online or in the local market. But regardless, a great way to sell a number of the wealth of art there are a lot of great art site.

And rapidly changing time for the fastest man in the world of art more affordable and. Web looking for information about today's approach, the rational works of art from the average person can save a bundle.

Original art for wealthy people pay a lot of money - they have created a good reputation for yourself to buy the original work of the writer, because I can understand. Is considered as a good investment to buy the original art. For some, purchase original artwork can be a way of attempting to adhere to cultural norms and social status improves.

More people qualify faithful to the purchase of works of art.

In more than two copies of the limited edition prints can range from infinity. We can be hung on the walls of hundreds of paying big bucks for something?

Spanish artist I recently found a web site. His work has a very high quality. He had 250 copies of each print limit, they EUR650 each sale. Limited print for the price too high?

His days charging too much an artist?

I keep myself this question. How we do our work? Priced Is far from the answer gandanneun

Art autumn clear the limits of work and we, like everyone make them affordable or only a small minority of the world's population, we can not afford exorbitant prices set to how do I do.

When you buy a work of art, can be set to fit your budget before going online. It fits in your pocket you own art form, take a look at the site can find a large range.

Art that can be enjoyed by everyone, just remember Attention and various forms of art enjoyed by people from all classes can enjoy. If you wish to purchase in the form of art, you do not rush. You may need to look at the next 20 years.

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Source: http://easyarticles.blogspot.com/2013/01/art-buy_21.html

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94% The Sessions

All Critics (175) | Top Critics (41) | Fresh (166) | Rotten (10) | DVD (1)

Thanks to Lewin's light but assured touch, The Sessions never wears its theological preoccupations heavily, instead allowing transcendence to creep up on the audience quietly.

A very different kind of love story, breaking taboos lightly, with sensitivity and humor.

Achieves its sunny disposition by pulling punches.

A funny, tender and mostly unsentimentalized movie about physical and emotional triumph.

Forced to do all his acting with his face, Hawkes displays the kind of camera-arresting capability that has earned others Oscar nominations.

(... ) a remarkable film about disability, incapacity and the joy of freedom in the most impossible of situations.

This funny, moving, beautifully acted movie avoids numerous pitfalls.

Satisfaction guaranteed? Pretty much.

It's Hawkes's portrayal, in all its wit, intelligence and childlike naivety, that really captures the heart.

By taking a sensitive, honest approach to this true story, breakthrough filmmaker Lewin both avoids sentimentality and keeps the focus on the inner lives of the central characters.

It's a brave performance from Hunt, who spends much of the film entirely naked. Both her and Hawkes are brilliant in a movie that is a massively uplifting experience.

The movie becomes a touching, often funny portrayal of sex as a form of kindness and human contact.

Hunt is a prodigy. No other actress could have brought such easeful transparency, such a glow of givingness, such heedlessness of glamour each time she strips naked.

Not only does it deal with sex in a straightforward manner, but it also deals with the equally sensitive themes of disability and religion, all of which writer/director Ben Lewin pulls off skilfully.

The Sessions can be sugary, but it's likable.

You could maybe see it working as a play, though the tactile detail of these scenes needs close-ups on the actors' faces to communicate what the transaction means to them both.

It's tender, humane and funny and superbly acted; a simple but affecting parable about experiencing life to the fullest.

Three days after viewing, the film's questioning generosity and sense of perspective will still be knocking around your head.

The Sessions finally proves that Hollywood can take physical incapacity and/or sex far more seriously than it does the potential side effects of shooting so many people on screen so often.

A touching gem of a movie largely thanks to subtly dynamic performances from Helen Hunt and John Hawkes.

Hugely enjoyable, warm-hearted and frequently laugh-out-loud funny disability drama with a superb script and a pair of terrific performances from John Hawkes and Helen Hunt.

Lewin, who has fought his own lifelong polio battle, handles tricky material with a gentle, empathetic touch.

Formulaic but uplifting, positive and accessible.

In its barest form this is a traditional rites-of-passage yarn, dealing in first love and lost innocence, and even with a candid discussion of sex, it's mostly sweetness and light.

Few movies are so frank about the sexual mechanics of the disabled ...

Source: http://www.rottentomatoes.com/m/the_sessions/

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