Ask the Experts

Ask the Experts

• 4 chatbot success metrics to bolster CX

  Chatbot success can be measured using a number of metrics. Each helps improve the customer experience. Read on to learn which KPIs are beneficial for improving CX.  Continue Reading

• How does the chief customer officer role benefit CX?

  The chief customer officer serves in many capacities, some of which include overseeing customer experience, sales, and service and support contacts, as well as unifying customer contact.  Continue Reading

• How are Nonprofit Cloud and Philanthropy Cloud different?

  Charitable organizations partner with Salesforce.org through two cloud services: Nonprofit Cloud and Philanthropy Cloud. Read on to discover how the two differ.  Continue Reading

• Is dialer technology relevant to CX projects?

  Live chat is still the preferred method of communication in contact centers, and the use of autodialers helps free up salespeople to speak with callers.  Continue Reading

• How do you create a chatbot and connect it to Salesforce?

  There are two ways for Salesforce users to create a chatbot -- the easy way and the hard way. Read on to discover what your options are in the creation process.  Continue Reading

• Why is the Salesforce administrator role so crucial?

  Salesforce administrators serve as analysts, trainers and advisers in their roles. Companies can employ one or more Salesforce admins, depending on how the business is organized.  Continue Reading

• Which vendors make the best CRM for small businesses?

  Choosing a CRM for small businesses can be difficult, as the most well-known CRM vendors cater to large enterprises. Others, however, create products with SMBs in mind.  Continue Reading

• What was the purpose of Salesforce's MuleSoft acquisition?

  Salesforce completed the acquisition of MuleSoft in May 2018, gaining large customers, such as Coca-Cola and Anheuser-Busch, and adding beneficial technology to its platform.  Continue Reading

• How do Salesforce Success Cloud and Trailhead differ?

  Success Cloud and Trailhead work hand in hand, enabling Salesforce users to make the most out of the platform and overcome obstacles along the journey.  Continue Reading

• How does Salesforce Einstein Bot differ from other AI?

  Salesforce's no-code bot authoring tool competes with Google, Amazon and Microsoft, but differentiating capabilities make it potentially more useful for the Salesforce user base.  Continue Reading

• How does Salesforce lead scoring benefit Sales Cloud?

  Einstein lead scoring offers a customizable workflow and strives to get better at prediction over time, and Salesforce is one of the top three vendors in the field.  Continue Reading

• How can I maximize the Salesforce-Google Cloud integration?

  Find out four new ways to make the most of the Google and Salesforce integration, including updates to the Salesforce data connector for Google Sheets.  Continue Reading

• 5 ways to improve call center agent performance

  Side-by-side evaluations, reinforcement, training resources and coaching can help wayward contact center agents improve performance and catch up to the pack.  Continue Reading

• How does Salesforce Einstein Language NLP improve productivity?

  Salesforce NLP learns in a manner similar to that of the human brain, performing a variety of functions, such as semantic parsing, summarization and more.  Continue Reading

• The role and responsibilities of a customer relationship manager

  The customer relationship manager has a challenging and ever-evolving role to play when it comes to optimizing the customer experience.  Continue Reading