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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Blog
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Advisory Is the Zippo Lighter the Epitome of UX Design?
As a UX designer, I’m always looking for points of reference, context, and analogy that will speak to my work. That’s why I keep a Zippo lighter on my desk. In my mind, the Zippo lighter is the epitome of good design and one of...
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Events What to Watch at the Digital Mortgage 2019 Conference
This September 23-24, mortgage leaders and digital innovators in the home buying and selling ecosystem will descend on the Wynn Las Vegas for two days of learning, networking, and fun (it is Vegas, after all) at the Digital...
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Events The Best Places to Get Coffee Near Dreamforce
Oh my! It’s the second day of Dreamforce and the jet lag, events, and walking around to all the booths have started to catch up with you! Where do I get coffee near Dreamforce?! Dreamforce is amazing… but it can also be...
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Around the Office Silverline Office Tour: Minneapolis
This stop on our Silverline Office Tour is a personal favorite — and only because I am 100% biased. Minneapolis is not only my home, but home to a great number of Silverliners, and I’m excited to brag about our city. This...
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Marketing How to Ensure Success with Marketing Automation
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...
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Around the Office Rachael’s Summer at Silverline: An Intern Tells Her Story
It’s back to school season and that means the end of summer internships! I interviewed former Marketing Intern Rachael Hutson about her summer internship at Silverline. Find out what Rachael loved, what surprised her,...
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Financial Services Challenger Banks Have Arrived. Why? What’s Next?
As part of our series on the six banking trends to watch, we’re introducing trend #2: the rise of challenger banks. Challenger banks are typically defined as digital-only retail banks that “challenge” the traditional business...
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Help & Training Adopting Universal Design for Learning and myTrailhead
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...
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Around the Office Silverline Office Tour: Orlando
For the next stop in our Office Tour series, I chatted with three of Florida’s finest to see what makes The Sunshine State so great. First, the players. Zach Baker is a Change Readiness and Management Consultant. Barb Brandon...
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Advisory 4 Reasons Why Companies Make the Mistake of Skipping QA
Everyone who currently lives in the Salesforce ecosystem remembers May 17, 2019. This was the day the “Multi-Instance Core and Communities Service Disruption” occurred, which rendered Salesforce orgs completely unusable,...
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Around the Office What is the Silverline Academy? Get to Know Our Current Class
The Silverline Academy is a full-time, 3-month immersive learning program for recent graduates. They go through hands-on training to learn a variety of consulting and soft skills, including client and project management,...
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CalendarAnything Introducing RSVP, a CalendarAnything Accelerator Your Audience Will Love
How much time do you and your team waste in endless email strings trying to find a time to sync with an internal or external audience? Sometimes it seems like we spend more time scheduling the meeting than we spend in the...
