Salesforce offers a wide range of automation tools to streamline business processes. From lead generation to customer service, automation tools can help you achieve better results with less effort. In this blog post, we will explore the different automation tools available within Sales and Service Cloud and their best use case scenarios.
Process Builder & Workflow Rules
Both have been great tools in simply and quickly building automation process to save time for end users. However from May 2023 both of these tools have been discontinued. Although they are still present in the system, you can no longer create new ones or update existing ones.
Best practice now is to assess the processes build, understand if they are still required and if so, use the migration option to change the process to a Flow.
Approval Processes
Approval Processes allows you to define a set of rules and actions that must be taken before a record can be approved. You can create rules that require approval for specific actions, such as creating a new opportunity or changing an existing record. You can also define multiple levels of approval and specify who needs to approve each level.
When creating an approval process, some of the important questions to answer before starting creation are:
- Who is the approver? Are there delegate approvers?
- Is it a multi step approval process?
- What are the email templates for all the different steps?
- Do you want to lock the record when a user sends the record for approval?
- Can approvers approve the record via mobile browser?
Best use case scenario: Approval Processes can be used to manage contract approvals. You can create an approval process that requires multiple levels of approval before a contract can be signed. This will help you ensure that all necessary approvals have been obtained before finalizing a contract.
Lightning Flow
Lightning Flow is a powerful automation tool that allows you to create complex business processes using a drag-and-drop interface. You can use Lightning Flow to create processes that automate data entry, update records, and send notifications. You can also use it to create custom screens and forms.
Remember to check the AppExchange for some ready created Flows. They might get you a long way into your solution and can save you a lot of time.
Top tip for building flows: use a whiteboard to draw out your flow.
What are all the steps, what are the connections, any criteria required, what are specific actions (for example field updates, sending emails etc). Writing it out first might make the build in Salesforce much easier.
Best use case scenario: Lightning Flow can be used to automate the onboarding process for new employees. You can create a flow that guides new hires through the onboarding process, collects necessary information, and assigns tasks to different departments. This will help you ensure that new employees are fully onboarded and ready to work as quickly as possible.
Einstein Lead Scoring
Einstein Lead Scoring is an AI-powered automation tool that helps you prioritize your leads based on their likelihood to convert. Einstein Lead Scoring uses machine learning algorithms to analyze your lead data and identify patterns that indicate whether a lead is likely to convert. You can use this information to prioritize your sales efforts and focus on leads that are most likely to convert.
Best use case scenario: Einstein Lead Scoring can be used to prioritize sales efforts. You can use the lead score to focus your sales efforts on the leads that are most likely to convert. This will help you maximize your sales efforts and improve your conversion rate.
Macros
Macros are a powerful automation tool that allow you to automate repetitive and time-consuming tasks. Macros are essentially pre-built sets of actions that can be applied to a case with just one click. This can include updating fields, sending emails, and creating tasks.
Best use case scenario: When you have a common issue that your team deals with regularly. For example, if your team receives a lot of requests for password resets, you can create a macro that automates the entire process, from updating the case status to sending an email with the new password.
Service Cloud Console
The Service Cloud Console is a powerful automation tool that allows you to streamline your customer service processes and provide faster and more effective support. With the Service Cloud Console, you can view all of your cases in a single screen and quickly access important information such as case history, customer information, and case details. Although not technically an automation tool as such, using the Console functionality makes user’s life easier so from that perspective, maybe we should consider it as one.
Top tip: Although the Console is commonly used for Service users, create onen for your Sales users. No more multi browser tabs open. They will love you for this!
Best use case scenario: When you have a large number of cases that require quick resolution. For example, if you have a customer service team that handles a high volume of cases, the Service Cloud Console can help you streamline your processes and provide faster and more effective support.
Einstein Bots
Einstein Bots is a powerful automation tool that allows you to automate customer interactions using artificial intelligence. With Einstein Bots, you can create chatbots that can help your customers resolve issues quickly and efficiently.
Best use case scenario: when you have a large number of repetitive customer inquiries. For example, if you have a customer service team that receives a lot of inquiries about order status or shipping information, Einstein Bots can help you automate these interactions and free up your team to focus on more complex issues.
Automation tools can help streamline business processes, increase efficiency, and improve bottom line. By leveraging these tools, we can automate repetitive tasks and improve data accuracy. As Salesforce Experts we play an important roll in helping our customers make the most of the tools that are available.
While each of the above-mentioned tools is highly effective on its own, combining them can lead to even more powerful automation solutions. In addition, Sales Cloud also offers other automation tools, such as Apex Triggers and Visualforce Pages, which allow you to create highly customized automation solutions that meet unique business needs.
In conclusion, automation tools can help achieve better results with less effort.
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