A Beginner’s Guide to Agentforce Contact Center
In the past, delivering a modern customer service experience meant stitching together multiple applications and tools: CRM, telephony, AI assistants, automation, knowledge, and...
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Silverline News Get to Know Danielle Laffey, Silverline’s Newest Salesforce MVP
Last week, Salesforce announced the new class of Salesforce MVPs. Our own Danielle Laffey made the cut. I had the chance to chat with her about her path to MVP and how this new role will impact all aspects of her career. Tell...
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Salesforce Consulting How Silverline Enables and Delivers Results With a Fully Remote Team
With the advent of Coronavirus, more and more companies have moved to an exclusively remote workforce. If you and your team are unfamiliar with remote collaboration, it can be a daunting shift during an already difficult time....
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Healthcare & Life Sciences Deploying Salesforce Health Cloud Solutions In a Time of Social Distancing
Your organization, like many of our Healthcare & Life Sciences customers, is actively dealing with the challenges of balancing steady state operations, transformational initiatives, and now addressing the immediate impact...
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Financial Services How Financial Institutions Can Best Support Customers in the Coronavirus Reality
As someone who travels frequently to meet clients and partners, I have been acutely aware of the impact Coronavirus is having on customer service center wait times. CNN recently reported that travel booking sites have been...
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Provider Silverline and Salesforce Positioned to Rapidly Implement the 21st Century Cures Act Interoperability Standards
The recently released interoperability standards of the 21st Century Cures Act require providing patients ubiquitous access to their PHI via software that takes advantage of open application program interfaces (APIs). The Act...
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Banking Collaboration Insights for Banks and Credit Unions Affected by Coronavirus
We are in an age of collaboration. We have more tools and more data available to us today than ever before. In my recent post, I highlighted how important it is for banks and credit unions to build a strong marketing automation...
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Salesforce News Salesforce Provides Free Health Cloud Access… and Silverline Can Help You Implement It
On March 11, 2020, Salesforce announced that in order to help combat COVID-19, they will be providing healthcare organizations free Health Cloud access for six months. Salesforce identified Silverline as one of their preferred...
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Healthcare & Life Sciences What Salesforce’s New Health Cloud Capabilities Mean for You
Last week, Salesforce announced new capabilities for Health Cloud, including Einstein Analytics for Healthcare; Provider Relationship Management; and Destinations, a no-code healthcare-interoperability Salesforce AppExchange...
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Banking Marketing Automation Playbook for Banks and Credit Unions
Banks and credit unions are facing shifting customer preferences and realizing that experience matters. To be successful, banks and credit unions need to truly collaborate around the customer. True collaboration needs to be...
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Around the Office International Women’s Day 2020: Reflecting on Careers in Tech
Yesterday was International Women’s Day. To celebrate the intelligent women that help keep Silverline going strong, we asked for their advice and reflections on learning from the past, staying focused on present successes, and...
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Around the Office Celebrating Silverliners on Employee Appreciation Day
It’s employee appreciation day! We’re excited to celebrate the people of Silverline — not just in what they do, but for who they are. I got the chance to sit down with senior leaders as they shared what makes them grateful for...
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Partner Spotlight Salesforce Acquires Vlocity: Why This News Matters Now
The Salesforce acquisition of Vlocity will drive tremendous value for our clients and ultimately speed the pace of innovation for specific industries. Since the launch of Financial Services Cloud (FSC) and Health Cloud in 2015,...
