Interviews with Salesforce Product Managers

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Today on the Salesforce Admins Podcast, we bring on Tim Dubois, the Product Manager for In-App Guidance at Salesforce. We learn how admins can take advantage of this cool feature and some best practices for creating these cool prompts. Join us as we talk about best processes for floating prompts versus docked prompts, how to add the information your users need, and the metrics you need to look at for user engagement. You should  for the full episode, but here are a few takeaways from our conversation with Tim Dubois. New In-App Guidance features for Summer 2020. “In-App Guidance is the ability for an admin to create in-app learning where it makes the most sense for the users,” Tim says, “where they’re going to get the best context and be able to do that little bit of learning right in place.” It’s built into the platform itself with no coding via Lightning and lets you be right there with users to draw their attention to the right thing at the right time. If you’re making a change with App Builder, In-App Guidance lets you show your users what’s changed and where there are new fields. At the same time, when you’re onboarding new users, you can use this feature to help show them around. In Summer 2020, we’re adding multi-step prompts to create a Walkthrough for more complicated processes to traverse multiple pages or even guide users across multiple apps. Pacing your prompts. While In-App Guidance is a powerful tool at your disposal, it’s definitely possible to overuse the feature. “You have to think about it from the user’s perspective,” Tim says, “you definitely want to make sure you tease these out at a rate that’s not going to overwhelm them because the last thing we want is burnout.” If you think about popups on the web, it’s definitely easy to understand what overstimulation looks like. There are controls in In-App Guidance that makes everything a lot easier, letting you decide how many times you show prompts to your users. There are also a few different types of prompts that can help you display information in the best way for people to take it in, so choose wisely. Metrics to help you make an impact. When you’re trying to get buy-in from your stakeholders, you can rely on In-App Guidance’s built-in user engagement metrics to give you an idea of how you’re doing. You can better understand how many people saw your prompt versus how many people clicked on the action, which gives you the ability to tweak things and make sure you’ve got it right. One customer used permissions for country to have different prompts show up in different languages, and the design allows for a lot of flexibility and creativity in terms of how you employ it. These days, In-App Guidance uses the Translation Workbench to make sure prompts show up in whichever language the user has set up, including the URLs for any videos you’ve included. We’re super excited to hear about you get up to when you get your hands on these exciting new features, so reach out and let us know. Social:  Salesforce Admins:  Mike:  Tim:   Love our podcasts? Subscribe today or  Full Show Transcript Mike Gerholdt: Welcome to the Salesforce Admins Podcast, where we talk about product, community, and career to help you become an awesome admin. I'm Mike Gerholdt. And joining me today is Tim Dubois, the product manager for In-App Guidance. Man, is this thing cool, let me tell you. So we're going to talk about how admins can utilize In-App Guidance, some of the best practices for creating those cool prompts, and a whole bunch more. I promise you is such fun episode. I wish I had In-App Guidance for the episode, but we don't. We have Tim, so let's get Tim on the pod. Tim is the PM for In-App Guidance. And we're going to talk about how admins can utilize In-App Guidance, some best practices. I don't know where the conversation's going to take us. But Tim, welcome to the podcast. Tim Dubois: Thank you, Mike. Mike Gerholdt: Let's get...

In-App Guidance with Tim Dubois

Flow Builder &amp; Automation with John Kucera &nbsp; Today on the Salesforce Admins Podcast, we bring on John Kucera, a Product Manager at Salesforce. We find out all the latest and greatest things that Flows are capable of and why it’s worth it to make the switch from Process Builder. &nbsp; Join us as we talk about the new live ListViews feature, how you can automate hundreds and thousands of record changes (with debugging), and now is the best time ever to get started with Flows. &nbsp; You should  for the full episode, but here are a few takeaways from our conversation with John Kucera. &nbsp; Powerful automation in just a few clicks. &nbsp; One of the biggest changes going into Summer 20 is the ability to trigger Flows when you save a Record. Right now in Process Builder, there are a lot of limitations if you want to build a series of triggers or get records queries. “All this power that people love with Flow you now can invoke directly on record saves,” John says, “you have one tool which can do almost all of your declarative automation.” &nbsp; We know that improving the Process Builder ListView has been a popular request, and the improvements in Summer 20 are the result. You can now have live ListViews with Flow for any of these Record Triggers that you create. “You can have custom ListViews to see them the way you want, you can see the most recent one you edited or different views for different users,” John says, and even make adjustments live in the Flow. After Summer 20, you should start with Flow and see if you can build everything you need there, only moving to Process Builder for the known gaps. &nbsp; Why now is a great time to get started with Flows. &nbsp; If you haven’t yet delved into Flows, now’s a great time to get started. John and his team have worked hard over the past few years to hide and automate variables so you can build things more easily. “We really think that now is a fantastic time for anyone who was deterred by Flow to give it a second look, especially for Record Triggers,” he says. This gives you access to all sorts of automation that can help you streamline your business processes and keep track of things like never before, all with clicks and no need for code. &nbsp; There are a lot of abilities Flows give you that were previously only doable with Apex coding. You can batch edit upwards of 250,000 records a day, and schedule that to happen in anticipation of, for example, a contract ending. Most importantly, there’s now an easy debugging process so you don’t accidentally end up with 250,000 errors the next morning. With learning Flows, John’s advice is pretty simple: “Start small, get your confidence, and really invest in learning these fantastic tools.”   Using Screen Flow Analytics to improve your processes and what comes next. There are so many new features that John and his team are still working on catching up in the Flow release notes, so make sure to listen to the full episode to get all the details. Another massive feature coming to your org is Screen Flow Analytics. “Wouldn’t it be amazing if you knew how long people take to finish your process so you can identify which paths were taken most,” John asks, “so you can identify where things are potentially either confusing and problematic or broken?” You can create dashboards to do just that, and you and your business partners can subscribe to them to get insights automatically pushed to you every month. It’s also a great way to show usage numbers and demonstrate the value of the tools that you create. &nbsp; Looking forward, John and his team are looking to establish more parity between Process Builder and these new features they’ve added to Flows. Look for improvements to debugging, screens, and more. At the end of the day, it’s all about making these tools easier for admins to do more and take advantage of all of the power offered by the Salesforce platform. Trailhead:       ...

Flow Builder &amp; Automation with John Kucera

Today on the Salesforce Admins Podcast, we’re chatting with Purvi Desai, Director Product Marketing for Service Cloud. We learn how admins can get started with this amazing product. Join us as we talk about how to use personas to help you configure service cloud, the amazing powers of macros, and some product marketing insights about how to build a demo. You should  for the full episode, but here are a few takeaways from our conversation with Purvi Desai. What we learned about Service Cloud at TrailheaDX. We saw Purvi’s segment about Service Cloud at TrailheaDX and knew we had to bring her on the pod to tell us more about it. “This session was really all about how admins can champion productivity for service agents,” she says, “admins wear many hats, they’re product managers where they’re implementing roadmap and rolling out new features, but they’re also very much responsible for the user experience.” In a world where service organizations are measured by average handle time and customer satisfaction, optimizing the experience for service agents means cases are handled faster and customers leave the interaction happier. How to start thinking about Service Cloud users. In her segment, Purvi walked us through everything from automations to Lightning Flows and AI that can save time and make everyone more productive. What’s so crucial with Service Cloud that differentiates it from working with sales is your users are working through the interface you’ve given them at the same moment as they’re dealing with the customer. One thing that comes in handy is leveraging personas: case solvers, expert agents, and team leaders. Understanding who each of these users are and what they need to do will help you optimize their workflow. Another important concept to get your head around is the type of cases your company solves. A software company is going to have a very different workflow than a retail organization, for example. You need to make decisions about what information will be most helpful to your reps in the moment they’re dealing with the customer. “Any little thing you can automate, any second saved is really important,” Purvi says. New Service Cloud features coming in Summer 20. Looking forward to Summer 20, we’re adding several new features that are incredibly exciting. Service Cloud Voice brings a native integration of intelligent telephony to the Salesforce platform. Putting everything all in one place is especially important when several people are working from home and may not have the same amount of screen real estate they’re used to. For team leaders, you have everything all in one place, including voice. Most importantly, you have richer analytics to help you make decisions in real-time. “This is going to help our agents because it’s going to help them focus on the customer rather than writing notes or searching for an answer,” Purvi says, because now there’s live voice transcription. Everything happens through Salesforce’s interface, making it easy for admins to work with and bring key insights to leadership. Trailhead:    Social:  Salesforce Admins:  Purvi:  Gillian:  Mike: &nbsp;  Full Show Transcript Gillian Bruce: Welcome to the Salesforce Admins podcast, where we talk about product, community and careers to help you become an awesome admin. I'm Gillian Bruce. Mike Gerholdt: And I'm Mike Gerholdt. Gillian Bruce: And today we have an amazing guest joining us. It's Purvi Desai, Product Marketing, Service Cloud to talk how admins can get started with Service Cloud. So without further ado, let's get Purvi on the podcast. Mike Gerholdt: So Purvi, welcome to the podcast. Purvi Desai: Thank you. Mike Gerholdt: As a followup from TrailheaDX, which was an amazing event. We saw you kind of wrap up the Service Cloud session. We wanted to have you on the podcast to talk more Service Cloud, because we know there's so many admins out there that loves Service Cloud that are knee-deep in...

Service Cloud with Purvi Desai

This week on the Salesforce Admins Podcast, we talk with John Demby, Lead Creative Strategist at Tableau. Join us as we talk about how Tableau got its start with Pixar, the amazing things people are doing on Tableau Public, and how to start tinkering with this powerful tool today. You should  for the full episode, but here are a few takeaways from our conversation with John Demby. Producing an impossible report. John first found out about Tableau while he was working in pre-sales at a Salesforce customer. He wanted to create a report to see where people were spending their time, but was running into problems with one company, in particular, that was in their org seventy different times because of all their different legal entities. “With the tools I had in Salesforce, I couldn’t produce a report,” John says, which is how he came across Tableau. “Within 15 minutes, I had a dashboard I couldn’t have had before,” he says. He was able to group data, create aliases and hierarchies, all with a simple drag-and-drop interface. When he was looking for a new opportunity and Tableau became a possibility, it was a no-brainer. Bringing better data visualizations to everyone. Pat Hanrahan, Tableau’s Chief Scientist, originally started at Pixar developing the RenderMan Interface, which helps translate data into visuals. Behind Tableau is the idea of automatically rendering data using design best practices to create the clearest visual representation possible. “Tableau doesn’t ask you, ahead of time, to pick a chart type,” John says, “based on your actions and what you’re doing and how you interact with the interface, it figures out what the best chart type is for what you’re trying to do.” As Tableau has grown, the community has played a big role in driving innovation. There’s all sorts of community-driven content, not just for business reporting but visualizations for Game of Thrones or the Marvel Universe. “The community has really helped us take Tableau to the next level,” John says, “they’re the ones who have helped us find all of the uses cases and all of the goodness and the ability to discover data that has transformed Tableau into what it is today.” How Tableau makes a positive impact. As an organization, Tableau is really focused on having a positive impact on their community through the Tableau Foundation, working to overcome everything from poverty, inequity, and climate change, to global health issues. “Early on, we realized that getting Tableau in the hands of students and teachers was really critical,” John says, and so they offer free one-year licenses for K-college. Listen to the full episode for all of the amazing things you can do with Tableau, but the bottom line is that they’re focused on helping you see and understand your data better. “There’s no other way to explore data unless you can see it,” John says, and Tableau helps you dig deeper than you ever thought possible. Links:      Social:  Salesforce Admins:  John:  Gillian:  Mike:   Love our podcasts? Subscribe today or  &nbsp; Full Show Transcript Mike Gerholdt: Welcome to the Salesforce Admins Podcast where we talk about product, community, and careers to help you become an awesome admin. I'm Mike Gerholdt. Gillian Bruce: And I'm Gillian Bruce. Mike Gerholdt: And joining us today is John [Demby] from Tableau, to talk about all the amazing things that Tableau can do. And I got to tell you, we really geek out in this episode because there's a lot of fun stuff for admins to learn, and understand, and get into some visualizations. We'll share those in the show notes. So, with that, let's get John on the podcast. So John, welcome to the podcast. John Demby: Thanks. Thanks for having me. Mike Gerholdt: It was so much fun working with you and the Tableau team for TrailheaDX. I told Gillian, as a follow up we had to get you on the podcast. Had to hear your story about how you got started with Tableau and some of the...

How I Fell in Love with Tableau with John Demby

This week on the Salesforce Admins Podcast, we’re talking to Jason Teller, Senior Director of Product Management at Salesforce. We cover all the new features coming to Flow in Winter ‘21 and how you can make big performance gains for your org. Join us as we talk about how auto-layout mode helps with blank canvas anxiety and why the before-save trigger offers big performance improvements for updating fields. You should  for the full episode, but here are a few takeaways from our conversation with Jason Teller. Why the admin community had a big impact on Jason. You might recognize Jason from the Winter ‘20 Release Readiness video, where he teamed up with Gillian to talk about all things automation and Flow. He’s a certified Flownatic, and he joined Salesforce specifically to work on the Flow team. “The thing that impressed me so much about Salesforce when I joined was actually the admin community,” he says, “because Flow and automation gives somebody like the admin the power of a developer, it allows you to build things that help people actually do the work they need to do.” What Jason loves so much about automation at Salesforce is that the focus is always on putting the people first. “In order to do that, you need a level of automation that makes you able to build out richer screens, to build things quickly and easily that fulfill people’s needs in terms of whatever job they need to actually do,” he says. Luckily, there are lot of features coming out specifically in Winter ’21 that’ll make things easier than ever before. New Winter ’21 features. Working with Flow is great until you can’t figure out why it’s not working. Luckily, Jason and his team are coming to the rescue with new debug features in Winter ’21 and more on the way. There’s an autolaunch flow that visualizes what path your flow took when it run, which helps you see how it’s working and where it might’ve gone wrong. Auto-layout mode (beta for Winter ’21) can help you get your ideas out there faster and clearer. “I did a lot of work around trying to eliminate ‘blank canvas’ anxiety,” Jason says, “auto-layout gives us the ability to provide an easy bit of guidance and make flow building a lot more straightforward and easier.” It’ll take you through a step-by-step process to make building a flow simple and intuitive. There’s also some special super powers coming that were once previously only available to devs. Things like trigger-on-delete, scheduled flows, before-save triggered field updates, and after-save trigger. These triggers save time, but they also have a big impact on performance because they only run when they need to. This is all to help make Flow your go-to tool for building anything you need. Listen to the full episode for more about this and the ins and outs of Swiss double cream. Links:     Social:  Salesforce Admins:  Gillian:  Mike:   Love our podcasts? Subscribe today or  &nbsp;

Powerful New Salesforce Flow Features in Winter 21 with Jason Teller

For this episode of the Salesforce Admins Podcast, we sit down with Marco Casalaina, SVP, Product Management, and GM of Einstein at Salesforce. We go over all things Einstein and what you should do with that all-important free prediction. Join us as we talk about how to translate what you need to know into an Einstein prediction, how to know if you have enough data, and understanding what to do with the recommendations you get. You should  for the full episode, but here are a few takeaways from our conversation with Marco Casalaina. The werewolf behind Einstein. Marco started at Salesforce way back in 2005, working on what is now the Service Cloud as one of the original developers before eventually moving into product management. “A lot of old school admins who are listening to this podcast might know me as ‘Werewolf,’” Marco says, which was his handle on the old Answers and developer.force.com discussion boards where he has literally thousands of posts. While Salesforce has gone through a lot of changes since his developer days, some of Marco’s original code is still a part of the platform. “Whenever you click to dial a phone number...I wrote that code myself, it’s still there,” he says. Today, Marco is the GM of Einstein, an AI that adds intelligence to the apps you build and use in Salesforce. With over 45 different Einstein applications and platform capabilities available today, “but the philosophy behind it is that it should be accessible to a Salesforce administrator,” he says, “you shouldn’t have to know how to code to use Einstein and you certainly shouldn’t have to know how to use algorithms.” How to get started with Einstein. If you’re like a lot of us, with all the Einstein options available it’s hard to figure out where to get started. Marco recommends taking a look at the pre-built applications. Many of these are included in the base Salesforce licenses, and even more importantly, they give you valuable insights on your data you can use right now. This includes smart features like opportunity scoring and case classification, a new feature in Winter ‘21 that can automatically read emails and classify them based on what it already knows about your previous cases. This feature is super easy to set up but can potentially save your organization tons of time, and it’s included in the base service cloud license. To support you, there’s a new Prediction Builder module on Trailhead to help you get a handle on everything. “When it comes to Prediction Builder, you as an administrator—you’ve got to apply yourself a little bit,” Marco says, “you’ve got to think through what is it exactly that you’re trying to predict.” That means getting specific and boiling it down to KPIs you can put into the application. “You can predict a yes or no question or a number so you have to reduce it to that,” Marco says, “then the next question is, do I have enough data to make this prediction and is that data in Salesforce?” Einstein needs a minimum of 400 records to make a guess, but with algorithms, the more the merrier. What you get is a probability, and it’s up to you to translate the results and figure out what to do about it. What to do with your free prediction. So you get one free prediction to make the case to your organization that they should invest more in Einstein—what should you do? Marco highlights a few common predictions, including late to pay, prospect scoring, and the likelihood of churn (which is basically the likelihood of something not happening). Next Best Action is another powerful freemium feature that is only getting better, so check it out. One of the coolest things about Einstein is that it’s constantly learning and retraining itself. Lots has changed in 2020 and businesses need to be nimble—you may find yourself selling to a new market, or in a new way that you hadn’t considered before. Unlike other lead scoring methods where you need to...

In-App Guidance with Tim Dubois

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