13 Nov Best Keynotes of Dreamforce 2017
Members of the Nubik team just returned from another amazing Dreamforce, and we’re bringing you the best and latest of the announcements and new features coming to the Salesforce platform. Read on to learn what got us excited!
Of course, we were introduced to Einstein last year, but now we get to go a little deeper. Just as we mentioned at the beginning of the week, we were really interested in this keynote.
First we need to remember to focus on what Einstein is designed to do. Its objective is to enhance all aspects of the sales experience, which includes:
- The best deals
- Customer satisfaction
- Increased engagement
- The Shopper experience
- Smart experiences
In other words, helping us work more intelligently!
Yes, you have all these great features in standard objects, from Lead scoring, Predictive Forecasting and Opportunity Scoring. With just these features, Einstein is awesome! We could write a whole book about these key features of Einstein. But it’s way more that that! About 80% of objects in Salesforce are custom objects. What about being able to customize these? Can we be intelligent about it! Yes, myEinstein allows the building of AI powered apps.
- Einstein prediction builder:
- This is the key component of Einstein. It guides you in making the best decision based on your collective historical data! Just think about the predictive forecast! Einstein can tell you when you will hit your quota…and will also detect sandbaggers!
- Einstein Bots:
- AI self-service experience, combining Einstein with flows. Just imagine the service bot agent that can proactively guide the customer based on his profile.
- Einstein Vision & Language
- Deep learning on unstructured data. For instance, you can classify Notes fields and retrieve commonalities between them
- Einstein Discovery
- This is about customer insight. Looking at information about your customer, when you don’t necessarily have that data in your system, and intelligently helping by providing you with the right actions.
How do you implement it successfully?
Make sure that your team wants to use it. Focus on user adoption, and follow these simple rules:
- Have an Agile approach. Introduce Einstein progressively
- Make sure to have quality data. Start with a few parameters and ensure the data is right before introducing additional parameters
- Understand the needs of your employees, and enable the platform to help them.
- Bring your stakeholder in early to mitigate the risk!
- Celebrate your successes!
Process Driven Self Service Community
We attended a good session given by Phil Weinmeister on creating Lightning Bolt communities, and how to integrate automation.
Over the past years, Salesforce has revamped Communities. Now with Lightning Bolt, communities are reaching another level in terms of functionalities and layout. With the integration of automation, it brings an even more personalized experience for the customer/partner.
Let’s introduce some concepts: what is Lightning Bolt and what are the automation tools, and how they fit together!
Lightning Bolt is a new term for Community templates, which is a starting point for building a Community. It can enable quick start or complex communities.
Before Bolt, templates were provided by Salesforce only. As we know, Salesforce loves to leverage the ecosystem, so now templates can be provided by partners! We can select through a huge list that are functionality or industry based.
Creating a new Bolt solution is fairly simple:
1- Start with a Bolt
3 – Create a new Bolt
The changes can be on themes, layout, pages or components available in the Community.
Since Flows are available, it is impressive how far we can go without coding. One of the key features of Flows is the screen interaction, which is amazing in the case of Communities.
Now, Flows have been added to Community! One can add automation and layout based on users, for instance! Think about all the possibilities. Creating messages and components based on territories, or on products…the sky is the limit!
Financial Services keynotes
Financial Services Cloud was launched 2 years ago. Over the years, many early adopters used the solution, and helped shaped the product into what it is today. In Canada, with the new Amazon server, many companies from the public sector, and from the Finance are now reassured that their data will stay in Canada, which was previously a concern.
Let’s look into the highlights of the keynote!
Most customers do not feel their bank has their best interests at heart. Over 36% of them are now shopping for different financial products at their competitor. How can we change that?
There is so much data to better understand the customer. It is possible to retain these customers if they feel connected, if they get personalized offers, and at the right moment. All this is possible if you leverage the Financial Services platform.
Here are some key features demoed:
- Through the Customer Console, all data is shown in one single screen, including financial goals and financial accounts.
- It also provides a full graphical view of a household, and more specifically their relationships. These days, these relationships are more and more complex. The visual representation guides the advisor to suggest not just the right product for the individual, but also for the whole household.
- Finally, myEinstein is able to integrate data from other media, and provide great insight about the customer.
CPQ & Billing roadmap
CPQ and Billing roadmap is taking an interesting turn. Before we even jump into the new CPQ additions, one should know that CPQ is now integrated in the Sales Cloud platform. From a development perspective, it means that it will better benefit from the tools and development lifecycle of Sales Cloud. It means also that the CPQ team can now focus on making the product faster and better performing!
Since the acquisition of Steelbrick by Salesforce, CPQ usage has been exploding! The team has indeed been exposed to fairly complex scenarios, for which custom development was required.
One by one, these scenarios are being managed directly by CPQ, which can handle some of the most complex use cases. In addition, it has been adjusted on multiple aspects, from the Lightning side, to the large quoting experience.
More specifically, 2 new features were discussed:
- Usage based pricing: Through Rate cards, it is possible to define different price levels
- Installed product: Provide a complete view on customers current install base
Billing is still a new product, 100% built on CPQ, so it can leverage every single feature of CPQ!
Lots of improvements have been made, including dynamic invoice plans, and the automation of revenue recognition.
Fully integrated in Lightning, the new payment user interface was demoed, including both payment center and credit center.
Finally, the power of Einstein is there again! By providing product recommendations, predictive pricing, or expected customer lifetime value, Einstein guides the user experience.
All in all, it was another great Dreamforce and wonderful to see how Salesforce continuously strives to improve and expand their products. If you are looking to learn how the platform can best optimize your business processes, reach out to us anytime!
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