Year: 2017

Setup Service Cloud Lightning Snap-Ins with Omni Channel – Basic Steps

Posted by | Oct 4, 2017 | , , , ,

When it comes to CRM Customer Engagement, as per Gartner’s Magic Quadrant for the CRM Customer Engagement Center, Salesforce is the in the “Leaders” section. Gartner estimates that 20% of Salesforce’s new revenue came from Service Cloud in 2016 and it expects to exceed $2 billion in 2017. Reference: Gartner.Service always tries to bring new features, innovations to market and the goal is always to increase customer satisfaction. In order to serve the customer better, Salesforce introduces a new feature called – Service Cloud Lightning Snap-In. Service Cloud Lightning Snap-ins are a fundamentally new way to deliver a service experience for today’s connected customers. In this post, I will explain how to configure Lightning Snap-Ins with Omni Channel and receive chat request. So I know you guys are really excited to know this new feature. So without any further detail, let’s get into the main topic. I am going to mention the steps below. If there is any pre-requisite, I will mention the same.Step 1: Pre-Requisite: Live Agent and Omni Channel is enabled.You need to make sure Live Agent and Omni Channel is enabled. There should be user present in your org with Live Agent checkbox checked. Omni Channel should be added to your console app.Step 2: Create Queue for Live Chat TranscriptStep 3: Create Omni-PresenceStep 4: Create Live Chat ButtonStep 5: Create Live Agent DeploymentStep 6: Create Force.com Site. You can...

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Winter 18 – Automatically Styling of Existing Visualforce Pages in Lightning Experience

Posted by | Sep 27, 2017 | , , , , ,

Salesforce Winter’18 release came with lots of surprises to all of us. Before Winter’18 release, one of the biggest pain to switch to Lightning was – How to migrate existing VisualForce pages? We all tried to use the standard VisualForce component in our VisualForce pages as a best practice till date. The reason was Salesforce’s backward compatibility. We all knew that using standard VisualForce component is safe because even if Salesforce enhances those components, we don’t need to change our VisualForce pages.But with the introduction of Lightning, things changed. People all over the world started investing in changing their existing VisualForce pages into Lightning and it is a not a very straightforward task.Salesforce realized the problem and in Winter’18 release came as a savior to all of us. With very minimum changes now, we can keep our existing VisualForce pages and it will still work in Lightning experience. This feature is still in beta mode as there are so many things to improve. But it is really a good starting point and good to know. I am quite sure Salesforce will support more and more components in coming releases. It is definitely a game changer.In this post, I will explain with an example what you need to do in your existing VisualForce page to make it work in both Lightning and Classic.I have written this below VisualForce page containing PageBlock,...

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Salesforce Service Cloud – Contact Center Reports

Posted by | Jun 26, 2017 | , , , , , , ,

As a call center manager, it is very important to monitor team’s case performances targets, train new support agents, analyze team’s open case performance and etc. There are multiple matrices which a call center manager normally monitor to improve contact center’s performance. Call center manager can use Salesforce reports to monitor critical support metrics such as -Total open cases by agentsTotal cases created by agents and statusTotal cases created by agents and productsTotal average age by agentTotal closed cases by agentLet’s start with few important reports here -Agent Open Case Load by Origin/Type:This report will help call center manager to determine his/her team’s bandwidth/workload. The report will be grouped based on Agent and Case Origin/Type(based on your business operation). From here call center manager can easily get real time view of his/her team’s current work pressure. Here comes the report -Average Age of Open Case:Another very important report to understand your team’s performance – how long your agents are taking to serving customers and thus meeting the service-level agreements (SLAs). To create this report, you can customize the out-of-the-box report “Total Open Cases By Agent” and then summarize the Age column (Summarize by Average). Below is how the report will look like -Average Age of Closed Case by Agent:Call center managers can use this report to monitor their agent’s productivity in terms of how quickly agents are closing the cases....

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Salesforce Live Agent Chat – Objects

Posted by | Jun 12, 2017 | , , , , ,

In this post, I am going to explain about the standard objects which will be created by default the moment you enable Live Agent in your organization. Let’s start – Live Chat Visitors:This object contains information about the visitors who has initiated the chat session. One important field here is the Session Key. A session key in a unique record which is stored on Live Chat Visitor’s record and end user’s machine as a cookie. But why? The reason is if the end user is initiating multiple chat sessions, then Salesforce will link all Live Chat Transcripts records (This is another object, which I will explain in a few minutes) to this unique Live Chat Visitor record. Here is a sample Live Chat Visitor record. Live Chat Transcripts:This is the record which tells you the conversation that happened between your Service Representatives and End Users. It stores the chat transcripts. Salesforce will automatically create the record for you as soon as the chat session is ended and your service representatives close the chat transcript. Here is sample Live Chat Transcript record.Live Chat Transcript Events:This object tracks all the events that occur between Service Representatives and Customer during the chat. Few important events are like Chat Request, Accept Request, Route Information, Transfer information. You can see the detail of events – https://help.salesforce.com/articleView?id=live_agent_transcript_events.htm&language=en&type=0Here is sample Live Chat Transcript Event record.Live Agent Sessions:This...

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Salesforce Live Agent Chat – Understand the Basics

Posted by | Jun 11, 2017 | , , , , , ,

Using Live Agent Chat, Sales Representatives can chat with their customers and solve their problems or answer their questions. In today’s world providing first class services to customers is very important and chat support plays an important role here. Live Agent Chats are referred as Live Chat as well. With Live Chat, customers don’t need to wait for the long queue or need to wait for replies for their email queries. They can get immediate attention which eventually improves customer satisfactions. Trailhead comes up with a very good project “Build a Branded Chat” which explains how to enable Live Chat and it’s basic configurations. I recommend everyone to please go through this one and understand the basic of the Live Agent Chat first before proceeding further. Below is the visual representation of “Live Agent” Object Model. Though I am saying it “Object Model”, but most of them are not objects. 🙂  Let’s try to two basic terminologies associated with Live Agent.1. Skill:To understand Skills, we first need to understand how we want to support our customers – is it based on geography? Is it based on business units? Is it based on products? etc.. Then based on the answers you will hire employees and train them so that they can support your customers. These peoples are known as Sales Representatives who normally support your customers. So let’s say, the...

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Summer’17 :: Retrieve and Deploy Metadata through Apex

Posted by | Apr 29, 2017 | , , , , , ,

In Salesforce World, Metadata plays a very important role. Metadata types and components are used to represent org specific configuration and customization. Salesforce is having a very good page explaining Metadata. Here is the link – “An Introduction to Force.com Metadata”. Before Summer’17 release, in order to access Metadata, you need to use the Metadata API, but now Salesforce comes up with Metadata namespace. You can use classes in Metadata namespace to access Metadata components through Apex.Why do I need to access Metadata?Salesforce documentation explains it correctly and here are the possible reasons why you may need to access Metadata.In this post, I am going to explain how you can access and deploy Metadata changes through Apex with an example.Example -In my Salesforce Org, I have one Custom Metadata Type named – “Admin Preference” which is -The values of this Custom Metadata Type are -Now I will create a simple VisualForce Page which will retrieve this Metadata Values and display them. At the same time from the same page, I will change the values. To implement this requirement, I will use the Salesforce Summer’17 New Feature – classes Metadata namespace.Let’s Start -In order to store the Custom Metadata Values, I will use the below class -public class MetadataHelper{ public String name {get;set;} public Boolean isEnabled {get;set;} public MetadataHelper(String name, Boolean isEnabled){ this.name = name; this.isEnabled = isEnabled; } public String getFullName(){ String fullName =...

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Generative AI is a transformative technology that increases developer productivity, accelerates software application development, and reduces the barrier for anyone to learn programming. At this year’s TrailblazerDX, we announced Einstein for Developers – and now, Salesforce’s generative AI solution that unleashes developer productivity is officially in Open Beta. Built specifically for Salesforce languages and frameworks, Einstein for Developers is able to generate Apex code using natural language. Support for LWC is coming soon. In this blog, we will explore how to get started with Einstein for Apex development and how its potential can revolutionize your development process. ▬ Contents of this video ▬▬▬▬▬▬▬▬▬▬ 0:01 - Introduction 0:34 - Enable Einstein for Developers 0:58 - Configure Visual Studio Code 1:54 - Demo 7:55 - My Opinion 8:08 - Conclusion 📌 Salesforce Winter 24 Release Playlist - https://bit.ly/3P0bun0 📌 Salesforce Summer 23 Release Playlist - https://bit.ly/3Mw6rbx #salesforce #generativeai #einstein #visualstudio #artificialintelligence ✨ Blog: https://www.sudipta-deb.in/ ✨ Subscribe for new videos on technology every week: https://bit.ly/3vCQKpg ✨Connect with me 📌 Twitter: https://twitter.com/thesudiptadeb 📌 Website: https://www.sudipta-deb.in/ 📌 LinkedIn: https://www.linkedin.com/in/sudiptadeb/ 📌 Facebook: https://www.facebook.com/TechnicalPotpourri Credit: Music I Use under the Mixkit License Disclaimer: All opinions are my own and this video content is not endorsed by Salesforce, Google or any other company in any way.
Welcome to the Winter ’24 Release! Salesforce Release is the process by which Salesforce updates its software platform to add new features, enhancements, and bug fixes. Salesforce releases typically occur three times a year, in spring, summer, and winter, and are named after the season in which they are released. In this video, I am going to share how you can transform collections of data between flow resources with the new Transform element in Flow Builder. I have a dedicated video where I have shown how to use this new element but in today's video, I am going to show you how to use this new element to transform and create multiple records within Salesforce Flow. Where: This change applies to Lightning Experience and Salesforce Classic in Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions. ▬ Contents of this video ▬▬▬▬▬▬▬▬▬▬ 0:01 - Introduction 0:47 - Use Case Explanation 1:44 - Demo 8:55 - Conclusion 📌 Salesforce Winter 24 Release | Transform Your Data in Flows - https://youtu.be/d5V7bL6gnUc 📌 Salesforce Winter 24 Release Playlist - https://bit.ly/3P0bun0 📌 Salesforce Summer 23 Release Playlist - https://bit.ly/3Mw6rbx Display Custom Error Messages for Record Triggered Flows - https://bit.ly/3snudQv 📌 Salesforce Flow Playlist - https://bit.ly/3nIpTnT 📌 Rollback Records in Salesforce Flow - https://youtu.be/a0gfei_smaE 📌 New Admin Features of Salesforce Summer '23 Release - https://youtu.be/QETKVtNU_xo 📌 New Flow Features of Salesforce Summer '23 Release - https://youtu.be/ruD3mP5WRq8 📌 HTTP Post Call From Salesforce Flow - https://youtu.be/UCHQmkVq7yo 📌 Summer 23 Release | How To Add Named Credentials To Permission Set Using Principals - https://youtu.be/53q3I-bJobk 📌 External Services in Flow - HTTP Callout - https://youtu.be/n-vHAqr6KiI 📌 Salesforce Release Playlist - https://bit.ly/3r7F0cn 📌 How To Secure Apex Code With User Mode Database Operations - https://youtu.be/1agImQ1MWJs #salesforce #winter24release #flow #errormessage #screenflow #transformdata #mapdata ✨ Blog: https://www.sudipta-deb.in/ ✨ Subscribe for new videos on technology every week: https://bit.ly/3vCQKpg ✨Connect with me 📌 Twitter: https://twitter.com/thesudiptadeb 📌 Website: https://www.sudipta-deb.in/ 📌 LinkedIn: https://www.linkedin.com/in/sudiptadeb/ 📌 Facebook: https://www.facebook.com/TechnicalPotpourri Credit: Music I Use under the Mixkit License Disclaimer: All opinions are my own and this video content is not endorsed by Salesforce, Google or any other company in any way.
Welcome to the Winter ’24 Release! Salesforce Release is the process by which Salesforce updates its software platform to add new features, enhancements, and bug fixes. Salesforce releases typically occur three times a year, in spring, summer, and winter, and are named after the season in which they are released. In this video, I am going to share how you can perform HTTP POST, PUT, PATCH and DELETE call. POST call will provide me the record ID which I will be using in subsequent PUT, PATCH and DELETE calls to perform actions. Where: This change applies to Lightning Experience in Enterprise, Performance, Unlimited, and Developer editions. ▬ Contents of this video ▬▬▬▬▬▬▬▬▬▬ 0:01 - Introduction 0:18 - Use Case/Scenario Explanation 2:25 - HTTP POST Call From Salesforce Flow 5:30 - HTTP PUT Call From Salesforce Flow 10:11 - HTTP PATCH Call From Salesforce Flow 13:33 - HTTP DELETE Call From Salesforce Flow 15:33 - Conclusion 📌 How To Add Named Credentials To Permission Set Using Principals - https://youtu.be/53q3I-bJobk 📌 Salesforce Winter 24 Release Playlist - https://bit.ly/3P0bun0 📌 Salesforce Summer 23 Release Playlist - https://bit.ly/3Mw6rbx 📌 Display Custom Error Messages for Record Triggered Flows - https://bit.ly/3snudQv 📌 Salesforce Flow Playlist - https://bit.ly/3nIpTnT 📌 Rollback Records in Salesforce Flow - https://youtu.be/a0gfei_smaE 📌 New Admin Features of Salesforce Summer '23 Release - https://youtu.be/QETKVtNU_xo 📌 New Flow Features of Salesforce Summer '23 Release - https://youtu.be/ruD3mP5WRq8 📌 HTTP Post Call From Salesforce Flow - https://youtu.be/UCHQmkVq7yo 📌 Summer 23 Release | How To Add Named Credentials To Permission Set Using Principals - https://youtu.be/53q3I-bJobk 📌 External Services in Flow - HTTP Callout - https://youtu.be/n-vHAqr6KiI 📌 Salesforce Release Playlist - https://bit.ly/3r7F0cn 📌 How To Secure Apex Code With User Mode Database Operations - https://youtu.be/1agImQ1MWJs #salesforce #winter24release #flow #errormessage #screenflow #transformdata #mapdata ✨ Blog: https://www.sudipta-deb.in/ ✨ Subscribe for new videos on technology every week: https://bit.ly/3vCQKpg ✨Connect with me 📌 Twitter: https://twitter.com/thesudiptadeb 📌 Website: https://www.sudipta-deb.in/ 📌 LinkedIn: https://www.linkedin.com/in/sudiptadeb/ 📌 Facebook: https://www.facebook.com/TechnicalPotpourri Credit: Music I Use under the Mixkit License Disclaimer: All opinions are my own and this video content is not endorsed by Salesforce, Google or any other company in any way.
Welcome to the Winter ’24 Release! Salesforce Release is the process by which Salesforce updates its software platform to add new features, enhancements, and bug fixes. Salesforce releases typically occur three times a year, in spring, summer, and winter, and are named after the season in which they are released. In this video, I am going to share how you can perform HTTP GET and POST Call from Salesforce Flow. If you can’t GET enough with HTTP Callout, now you can use the POST method to send Salesforce data to an external server in Flow Builder. This feature, now generally available, includes some changes since the Summer ’23 release. More easily integrate external data with the new PUT, PATCH, and DELETE methods. Give more context about HTTP callout parameters, validate JSON samples faster, and get more information about the external service registration with more organized sections of parameters. Where: This change applies to Lightning Experience in Enterprise, Performance, Unlimited, and Developer editions. ▬ Contents of this video ▬▬▬▬▬▬▬▬▬▬ 0:01 - Introduction 0:24 - Open Source Rest API Endpoint 0:47 - Create Named Credentials, Principals, External Credentials 3:32 - Perform HTTP Get from Salesforce Flow 5:56 - Perform HTTP Post from Salesforce Flow 9:04 - Conclusion 📌 Salesforce Winter 24 Release Playlist - https://bit.ly/3P0bun0 📌 Salesforce Summer 23 Release Playlist - https://bit.ly/3Mw6rbx 📌 Display Custom Error Messages for Record Triggered Flows - https://bit.ly/3snudQv 📌 Salesforce Flow Playlist - https://bit.ly/3nIpTnT 📌 Rollback Records in Salesforce Flow - https://youtu.be/a0gfei_smaE 📌 New Admin Features of Salesforce Summer '23 Release - https://youtu.be/QETKVtNU_xo 📌 New Flow Features of Salesforce Summer '23 Release - https://youtu.be/ruD3mP5WRq8 📌 HTTP Post Call From Salesforce Flow - https://youtu.be/UCHQmkVq7yo 📌 Summer 23 Release | How To Add Named Credentials To Permission Set Using Principals - https://youtu.be/53q3I-bJobk 📌 External Services in Flow - HTTP Callout - https://youtu.be/n-vHAqr6KiI 📌 Salesforce Release Playlist - https://bit.ly/3r7F0cn 📌 How To Secure Apex Code With User Mode Database Operations - https://youtu.be/1agImQ1MWJs #salesforce #winter24release #flow #errormessage #screenflow #transformdata #mapdata ✨ Blog: https://www.sudipta-deb.in/ ✨ Subscribe for new videos on technology every week: https://bit.ly/3vCQKpg ✨Connect with me 📌 Twitter: https://twitter.com/thesudiptadeb 📌 Website: https://www.sudipta-deb.in/ 📌 LinkedIn: https://www.linkedin.com/in/sudiptadeb/ 📌 Facebook: https://www.facebook.com/TechnicalPotpourri Credit: Music I Use under the Mixkit License Disclaimer: All opinions are my own and this video content is not endorsed by Salesforce, Google or any other company in any way.
Welcome to the Winter ’24 Release! Salesforce Release is the process by which Salesforce updates its software platform to add new features, enhancements, and bug fixes. Salesforce releases typically occur three times a year, in spring, summer, and winter, and are named after the season in which they are released. In this video, I am going to share how you can build screen flows with Reactive Components. Reduce the number of screens that your users click through, and build screens that feel like single-page applications with reactive flow screen components. Configure supported standard components or custom Lightning web components to react to changes in other components on the same screen in real-time. For example, create a Data Table component that lists Opportunity records. On the same screen, add a Radio Buttons component, and set the default value of the component to the stage of the first Opportunity that the user selects. Previously, if you needed a component to react to changes in another component, you placed the components on separate screens. Where: This change applies to Lightning Experience in Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions. Salesforce Release Note - https://bit.ly/3OWnYe1 ▬ Contents of this video ▬▬▬▬▬▬▬▬▬▬ 0:01 - Introduction 0:25 - Build Screen Flows with Reactive Global Variables 4:18 - Build Screen Flows with Reactive Selections 7:09 - Use More Formula Functions in Reactive Screens 10:18 - Reactive Components Update the First Time a Screen Loads 12:20 - Conclusion 📌 Salesforce Winter 24 Release Playlist - https://bit.ly/3P0bun0 📌 Salesforce Summer 23 Release Playlist - https://bit.ly/3Mw6rbx 📌 Display Custom Error Messages for Record Triggered Flows - https://bit.ly/3snudQv 📌 Salesforce Flow Playlist - https://bit.ly/3nIpTnT 📌 Rollback Records in Salesforce Flow - https://youtu.be/a0gfei_smaE 📌 New Admin Features of Salesforce Summer '23 Release - https://youtu.be/QETKVtNU_xo 📌 New Flow Features of Salesforce Summer '23 Release - https://youtu.be/ruD3mP5WRq8 📌 HTTP Post Call From Salesforce Flow - https://youtu.be/UCHQmkVq7yo 📌 Summer 23 Release | How To Add Named Credentials To Permission Set Using Principals - https://youtu.be/53q3I-bJobk 📌 External Services in Flow - HTTP Callout - https://youtu.be/n-vHAqr6KiI 📌 Salesforce Release Playlist - https://bit.ly/3r7F0cn 📌 How To Secure Apex Code With User Mode Database Operations - https://youtu.be/1agImQ1MWJs #salesforce #winter24release #flow #errormessage #screenflow #transformdata #mapdata ✨ Blog: https://www.sudipta-deb.in/ ✨ Subscribe for new videos on technology every week: https://bit.ly/3vCQKpg ✨Connect with me 📌 Twitter: https://twitter.com/thesudiptadeb 📌 Website: https://www.sudipta-deb.in/ 📌 LinkedIn: https://www.linkedin.com/in/sudiptadeb/ 📌 Facebook: https://www.facebook.com/TechnicalPotpourri Credit: Music I Use under the Mixkit License Disclaimer: All opinions are my own and this video content is not endorsed by Salesforce, Google or any other company in any way.
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