The Silverline BlogExpert Salesforce tips & tricks, articles and musings. Sprinkled with fun.

Salesforce Platform Articles

May the (Sales)Force be with You! 3 Reasons You Need Jedi-Quality Support

Navigator

Star Wars is debatably the best example of a saga that bridges the genres of fantasy and Sci-Fi. It takes place a long time ago (fantasy)… in a galaxy far, far away (Sci-Fi). The movies employ spaceships and weapons (Sci-Fi), but it also uses the magical force which pulses throughout the universe waiting to be channelled (fantasy). Similarly, the majority of the Salesforce ecosystem exists at the intersection of people and technology, as well as…
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Salesforce Health Cloud Winter ‘20 Release Notes: What’s in it for You?

Healthcare

“Note: This release is in preview. Features described here don’t become generally available until the latest general availability date that Salesforce announces for this release. Before then, and where features are noted as beta, pilot, or developer preview, we can’t guarantee general availability within any particular time frame or at all. Make your purchase decisions only on the basis of generally available products and features.” According to the above note, tentatively, possibly, maybe, most likely…
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The ROI on Clean Data… and the Right Data Management Solution

Partner Spotlight

Dirty data has no place in any database. Incomplete, old, or duplicate records create inefficiency, a decline in productivity, and ultimately negatively affect ROI. But achieving and maintaining high-quality data requires careful planning, a robust process, and a good tool.  Salesforce’s Duplicate Management is one step forward in preventing your CRM from accumulating duplicate records. Unfortunately, more often than not, Salesforce Orgs have data clutter, due to lack of planning during large-scale data migrations, not…
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Front-Loading Washers, and the Importance of Context in User Experience Design

Salesforce Platform

In his classic book, The Design of Everyday Things, Donald Norman, director of The Design Lab at the University of California, San Diego, presents the argument that any failed user experience is the fault of bad design, not the fault of the user.  There was a time when I agreed with Donald Norman’s theory of user error = bad design. But that was before I owned a front-loading washing machine.  Context is key in user…
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Get to Know the Insurance-Focused Updates to Financial Services Cloud

Financial Services

It’s an exciting time in insurance technology! On September 24, Salesforce announced an insurance-focused extension to its Financial Services Cloud. New enhancements are designed to help insurers to strengthen relationships with policyholders and include a 360-degree view of each customer across all lines of business. These new capabilities also provide insurers with expanded functionality designed specifically for their industry, such as pre-packaged Lightning Flow templates for First Notice of Loss and Beneficiary Change, detailed Life…
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What To Do About Growing Emergency Room Costs

Healthcare

It’s an unfortunate truth, but receiving care in an emergency room often starts patients on a path to financial disaster. It’s easy to feel the frustration of both patients and caregivers as they’re stuck in a circuit of supply and demand that doesn’t favor either party. The cycle is clear to see: patients aren’t able to afford their medical bills, much less emergency room costs, and hospitals need to be paid so they can continue…
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ERP and CRM: Integration Leads to Innovation

Navigator

Enterprise Resource Planning software (ERP) has long been the gold standard of workflow management in manufacturing firms — tracking resources such as cash, raw materials, and production capacity, along with the statuses of payroll and purchase orders and miscellaneous supply orders. Made of collected applications, ERP systems collect information from these various data points, storing and interpreting their business impact and importance. Though ERPs were designed to influence and introduce agility into company workflows, as…
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Salesforce Lightning Readiness: Are you Prepared?

Lightning

You know Classic. You’ve grown comfortable with Classic. For businesses that have invested heavily in Salesforce, the move from Classic or Console to Lightning can be difficult to start, allocate resources for, and ultimately, project manage. Straightforward, out-of-the-box organizations have several factors to consider when switching to Lightning, and the number of considerations increases with more customized (Classic) Orgs.  But making the move to Lightning has proven benefits for organizations: increased productivity, better reporting visuals,…
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How to Ensure Success with Marketing Automation

Marketing

Any marketer’s ultimate goal is for their individual customer is to have unparalleled experiences. Those occur when marketing strategy, business operations, and marketing automation technologies converge into meaningful and well-orchestrated points of interaction. Marketing automation is about improving and streamlining the holistic customer journey and experience —  beginning with an individual’s initial brand awareness and continuing on as they transform into a brand advocate. Facilitate ideal interactions for customers Marketing departments, regardless of vertical, have…
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Adopting Universal Design for Learning and myTrailhead

Help & Training

As an instructional designer, I focus on creating effective and engaging learning experiences for learners. But in order to do that successfully, learning gaps must be identified, learning styles minded, and context known to create the best learning journey possible. So I conduct research exploring the thoughts, emotions, and environment of learners in order to create a path that addresses and supports them. Designing a learner-centered experience is my goal, and one set of principles…
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