Make your Salesforce Project More Successful by Inviting a BA to the Party (Or Thinking Like One)


Today I welcome my good friend, Garry Polmateer as a guest blogger at CRMFYI. Garry is not only a Salesforce community rockstar, but he's planned and executed some great Salesforce implementations,

A Little Help from My Friends


In a demonstration of community and collaboration, Mike Gerholdt and I have created a blog post / demo video of utilizing inline Visualforce to display rich text info in standard page layouts without

Chatter-vantage #1 - No Need to Rush the Stage


Salesforce has created a conference attendee experience using Chatter that blows away all other conferences. Their Dreamforce Attendee Portal allows attendees to connect with speakers before, during

I Need You; to Join The Salesforce Channel Community


If you follow me on Twitter, it's hard to miss my regular status updates like,  "21 videos were posted to The Salesforce Channel today," but what's that all about? The Salesforce Channel is a website

Calling All Heroes! You Belong at Dreamforce


Earlier this year, I wrote about being a hero to your users, and the gist of it was that through social media, you can surround yourself with fantastic people who will make you a hero to your users. I

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Salesforce Chatter Goes Private Beta for 100 Customers

Posted on by Jeff Grosse in Chatter, News | 35 Comments

Amid all the hoopla around Google Buzz, Salesforce is making some buzz themselves in the Enterprise space with the announcement of a Chatter private beta to 100 customers today.

When Salesforce began looking for customers to start kicking the tires on Chatter, the response was overwhelming. More than 2,500 companies enthusiastically volunteered for the beta. From that, 100 were chosen across many industries including financial services, manufacturing, high tech, and professional services.

So what really is Chatter? Well, if you’re one of the 400 million people who have joined Facebook already, you already have a little familiarity with what it’s about. Chatter is streams of information, files, comments, photos, snippets, videos, data, and intelligence, fed to you directly in context of where you already work. Chatter takes the work out of finding this information and instead puts it in front of you, knowing what you need to know about and letting you customize and filter your feeds to be most relevant.

Chatter Home

Chatter is the culmination of numerous business functions that we can all benefit from. It’s part content management system, part team report card, part data field history viewer, part chat client, part message board, part workflow notifier, and part get-to-know-the-people-you-work-with social network. It makes data come alive, whether that’s letting you know an important deal just closed, a new product catalog was published, a competitor just had a bad earnings call, your co-worker needs help with their presentation, or one of your customers is late in paying an invoice to you. Chatter brings all that together in one place so you can make better decisions, help others on your team, and easily publish news with just a few clicks

Much of the information you’ll get in Chatter is timely and important, so Salesforce needed to find a way to provide you that information even when you don’t have your browser open with Salesforce. That’s why along with Chatter, they’re introducing a new Chatter client for the desktop that is built on Adobe Air. Much the same way TweetDeck provides you background popups with relevant tweets you decide you want to know about, Chatter will provide you that immediate feedback on your computer, regardless of what application you’re running and what’s in the foreground. Since this Chatter client runs on Adobe Air, it works on both Mac and PC using the same code.

When you’re away from the desktop, you don’t have to miss out on Chatter there either. Chatter will include dedicated iPhone and BlackBerry apps right out of the chute. No more hauling out the laptop to see what your team has been doing to move deals forward. Information is served to you in real time. No waiting for an email that a deal closed, just follow it on Chatter and you’ll know.

Among the biggest benefits of Chatter is the fact that it’s built on a solid, secure infrastructure that you don’t need to worry about. Just know it’s there, it’s secure, it’s scalable, and it’s out of sight. You won’t pay for a server upgrade, you won’t patch a database, you won’t buy a firewall, you won’t add a hard drive, you won’t have to do load balancing, you won’t have to tweak a kernel, you just go about your work and leave the rest to Salesforce. And because Chatter is just an extension of the applications you’ve already setup, all the data security that’s already in place just works, out of the box for Chatter.

It’s almost like Chatter is putting a human side on CRM. Today, we converse in the halls, in meetings, on the phone, and through email, but we don’t exchange more than limited amounts of data about ourselves, the projects we’re working on, the deals we’re closing, or the scoop we learned. We occasionally share information using Salesforce itself, but we rarely see the data come to life. Chatter brings the insights to you. Even the fact that all users of Salesforce will have a profile page which can contain a photo, bio, stream of what they’re doing, the groups they are members of, the documents they update, and the people who they follow tells immensely more than just passing in the hall or during a meeting.

As Marc Benioff, CEO of Salesforce pointed out back in November, with Facebook, I can know what movie my friends have been gone to, but I don’t have just as easy access to what deals that same person is moving forward in my pipeline. It doesn’t have to be that way. Chatter will offer prescribed and subscribed content to keep you in-the-know about anything in Salesforce.

I can see it now. Chatter streams will eventually become the topic of conversation throughout the halls of companies around the globe. Have you noticed how often Facebook and Twitter are mentioned in the news, television shows, and even in the lunch room? When people begin seeing the value of sharing, collaborating, informing, assisting, building, and  broadcasting, in context, it will change the way we work.

The private beta is a great sign of progress and getting Chatter ready for prime-time. Remember, Salesforce unveiled the concept of Chatter only three months ago at Dreamforce 09. It’s anticipated that Chatter will be available for all Salesforce customers during 2010. While it’s an aggressive timeline to go from 100 customers on Chatter to nearly 70,000 by the end of 2010, that go-live will be a pivotal moment in enterprise computing. It will set the standard by which other collaboration tools will be judged. And while it will be a new concept for it’s users, it’s also going to feel like something they already know. There won’t have to be a day-long class to teach users how to use Chatter. It will come quite naturally, and when it does, watch what will happen in companies; as their data comes alive, reps are enabled, managers are informed, and the company hub becomes Salesforce and Chatter.

To learn more about Chatter, attend the live Chatter event today (February 17) at 12 PM PST.

Chatter Groups

Salesforce Service Cloud 2 Introduces Knowledge, Answers, and the Greatly Anticipated, Native Salesforce for Twitter

Posted on by Jeff Grosse in AppExchange, Customization, Force.com, News, Productivity, Service and Support, Social Networking | 11 Comments

Service Cloud 2Momentum keeps growing in the Service and Support realm at Salesforce.com.  What started as humble beginnings back in 2005 as relatively simple case management is now expanding to be the most comprehensive Service and Support offering yet; the Salesforce Service Cloud 2.  With 8,000 companies already using the “current” Service Cloud platform, Salesforce has cemented their commitment to continued innovation, putting time, money, and developers behind building the best service offering available on any platform and for any business.

Service Cloud 2 consists of three parts, Knowledge, Answers, and Salesforce for Twitter

A core piece of the Service Cloud 2 is Salesforce Knowledge.  Just a year ago, Salesforce saw ahead of the curve and made a strategic acquisition of Instranet, a comprehensive knowledge management company that had some great technology, but still relied on single tenancy and complex software and hardware management.  Service Cloud 2 is the fully “in the cloud” version of that acquisition.  Re-tooling a technology and entirely integrating it to existing products usually takes years, but just one year later, Service Cloud 2 is able to fully utilize Visualforce, Apex code, and all the other benefit already available on the Force.com platform.  When asked if former Instranet customers were interested in switching over to the cloud, Alex Dayon, Senior Vice President of Product Management at Salesforce said, “They’ve been pushing us the hardest “

Companies work hard to try and share knowledge across their organization and to their customers, but most of the technology to do so is complicated to design, deploy, and maintain.  Whether your business process is simple or deeply complex,  Salesforce Knowledge allows for rapid deployment, easy sharing of information to as few or as many people as you need, extremely simple customization, consistent innovation and upgrades, as well as being on a trusted, secure infrastructure that has been proven reliable.

Salesforce Knowledge

Salesforce Knowledge is priced at $50 per user, per month and is slated for general availability in the fourth quarter of fiscal year 2010. (a few months away)

Salesforce Answers takes the knowledge of the masses and allows you to build on it and reuse it.  Most of us look to a search engine to solve a problem much sooner than pick up the phone.  The answers they find though might be dated and it’s often hard to know which answers are right.  Salesforce Answers helps you build knowledge through the people who talk about your products.  In turn, when your customers find the answer to their questions, they can be published to your knowledge base immediately and you gain millions of content writers.

Salesforce Answers

One of the most interesting features of Salesforce Answers is it’s built-in integration to Facebook.  Now your company’s Facebook fan page can utilize Salesforce Answers right out of the box and millions of people have another way to join in the conversation and contribute.

Salesforce Answers is currently in pilot and should be generally available in the first half of fiscal year 2011.

The third piece of the new Service Cloud 2 is Salesforce for Twitter, a free integration between Salesforce and Twitter to monitor your brand, and join in the conversation that’s already happening.  Whether you realize it or not, people are probably talking about your products, your industry, and even your competitors.  How will you be prepared to respond to what’s being said?  Salesforce has a way.

Salesforce for Twitter

Salesforce for Twitter features

  • Search Twitter in real time – Don’t waste your time looking for service issues, let Salesforce find them for you.
  • Monitor service issues on Twitter - Once you find something that needs attention, capture the conversation, see what others say, respond to it yourself, and join the conversation.
  • Establish an Enterprise presence on Twitter – Show your interest in the people who are interested in you.  Resolve service issues before they escalate and engage your customers before your competitors do.
  • Give your customers a direct channel to support through Twitter – Setup your own channel for customers to directly “Tweet to Case.”  Customer issues are immediately turned into cases to resolve and build a reputation of listening and response.
  • Integrated push of “Tweets to Knowledge” – Don’t miss capturing a solution. Once resolved, publish the solution to Salesforce Knowledge.

Salesforce for Twitter Is available now from the Salesforce AppExchange.  If you’re interested in more information on Salesforce for Twitter or the Service Cloud 2, follow Salesforce on Twitter @salesforcenews.

Salesforce is proving that they “get” Service and Support.  With the Service Cloud 2, they are building an arsenal of tools to engage customers, track those relationships, resolve their issues, share information, increase brand loyalty, and improve customer satisfaction.

If you’re put back by the thought of how much it costs to use these tools, you probably ought to look at what the things you’re doing today are costing you in software licenses, hardware maintenance, unhappy customers, and frustrated employees.  I guarantee you thousands of companies are going to adopt this technology, pay the price, get the ROI, see repeat customers and grow their business.  Will it be you or your competitors?