For Salesforce Einstein, Language is No Barrier!

Salesforce Summer 2020 Release has numerous new features and updates in order to enhance the user experience in Service Cloud. Among these updates include Einstein for Service. Einstein now has a set of features to assist with intelligence. Einstein case classifications assist in lookup fields as well as automated triage events. These events are available in order to have a faster and automated Salesforce workflow. Additionally, Einstein Article Recommendations include multilingual support to assist global clients.

  1. Reply Recommendations

    To start, Einstein’s reply recommendations are generally available and are included with the Service Einstein queue to assist with service intelligence. For example, if a customer asks “What shoe color options do you have?”, Einstein would instantly pull up several options for the agent to answer. One, for example, could be, “We have tan, white, navy, and black. Which would you be interested in?” The agent can then click on the option that they prefer to send to the customer. Furthermore, the agent can also make edits to the pre-made response if it is not exactly what the customer is asking for, or mark the suggestion as not helpful to make sure the same recommendation does not show up again if a customer asks a similar question.

  2. Case Wrap-Up

    In addition to Einstein’s reply recommendations, Einstein can also assist the agent in wrapping up the case. Once a customer is satisfied with the chat, Einstein gives a reasonable suggestion such as “Can I help you with anything else?”, right before ending the chat. Once the chat is ended, Einstein pre-fills critical fields of the case such as the subject, case reason, sub reason, priority, and escalation in order to make the wrap-up process a breeze for the agent. This saves agents time and improves the overall accuracy of case data, allowing the wrap-up process to be much more seamless.

  3. Multilingual Support

    The Einstein Article Recommendations are now available in German, French, Spanish, and Italian with Dutch and Portuguese coming in Winter 2021. The language is automatically detected using an NLP (Natural Language Processing) library, meaning the language does not have to be stated explicitly by the user. Einstein searches for language articles and if there are no articles found, it then falls back to the master language that was originally set.

    For example, if you open a case that has a French subject and description. Einstein then shows the article recommendations in French after automatically detecting the language. The agent can then hover and see the content or mark them as not helpful. These article recommendations also show the relevancy scores of each so that agents have transparency to provide a better customer experience. The agent can additionally attach or email the article to the customer.

Brite Systems, a certified Salesforce Silver Partner, has vast experience in implementing Service Cloud solutions for our clients. Let us leverage your business today.

Your Need For Salesforce Sandboxes and Data Masks

Salesforce offers a variety of CRM solutions to leverage customer service, marketing, business development, and more for organizations. Modernizing your system or set of systems can be daunting. One of the many reasons you may be hesitant to implement and integrate complex systems could be due to the fact that when project complexity increases, so does the risk. When the complexity and risk of a project are higher, innovation and productivity tend to suffer and the intended changes to improve your systems may never happen. However, these risks can be mitigated using Sandboxes and Data Masks!

Sandboxes give more agility and reduce the risk of making changes by allowing developers to test the changes before moving them to production. A Sandbox is an add on feature in Salesforce where users are able to develop configuration changes as well as test and train these changes prior to putting them into production – which is the live and working environment. Any changes that are made are pushed into a changeset, controlling what moves from the Sandbox to production.

A common misconception people have when starting to utilize Sandboxes has to do with which types of data can be changed. There are two types of data; Data and MetaData. Data includes records such as phone numbers and addresses. MetaData includes configuration changes such as processes and baselines. This type of data can be changed in Sandbox. It is imperative that these configuration changes are made in Sandbox and never in the actual working environment because you could potentially break something that cannot be fixed.

There are four different editions of Sandboxes available in Salesforce; professional, performance, unlimited, and enterprise. The number of Sandboxes and types vary between these four depending on which level your organization decides to purchase. In addition, Salesforce offers four types of Sandboxes; developer, developer pro, partial copy, and full Sandbox. So what’s the difference between these four types? Developer and developer pro Sandboxes do not copy any data. In partial copy, 10k records per object are copied and in full copy, all of the records are copied.

Sandboxes can also be refreshed at different times depending on which type of Sandbox is used by your organization. Developer types can be refreshed every day, a partial copy can be refreshed every five days, and a full copy around once every month. When you refresh data in your Sandbox, both Data and MetaData are copied into the Sandbox. When changes are made in the Sandbox, only the MetaData is pushed into production, not Data. Adding, deleting, or editing records in Sandbox does not make changes to other environments.

The safety of the data is a major concern when it comes to the use of Sandboxes. Sandboxes with unmasked sensitive data can be risky as a broader set of employees and contractors may have access to Sandboxes. One way to maximize safety and minimize access to sensitive data is by granting employees access to only the data that is required for their role. For example, John is an Account Executive at your company. He is given access to all of the sales data but does not have access to view the company’s marketing analytics, service delivery details, or financial information because it is not relevant to his job. Beyond limiting data visibility, Data Masks can be used in Salesforce to provide the most security to your sensitive data while testing applications.

There are a variety of ways to mask your data including, anonymization, pseudonymization, pattern-matching, and deletion.

  • Anonymization scrambles the contents of a field so that it is unreadable e.g. John becomes gJ5ii42-/.
  • Pseudonymization converts a field so that it is unrelated to the original e.g. John becomes Mark.
  • Pattern-matching replaces data with user-specified patterns while deletion just deletes the entire field into an empty data set.

By using data masks, your organization can meet compliance needs, address data security, develop and manage with agility, and increase productivity.

At Brite Systems, we keep our client’s data secure and our Salesforce team utilizes sandboxes extensively. If you would like to secure your organization’s data, contact our team of experts today.

The Power of Pledge 1%, Serving Our Community During the COVID-19 Crisis

Pledge 1% is a philanthropic movement where companies donate 1% of their equity, time, product, or profit to non-profit organizations or causes of their choice to make an impact on their local communities. Salesforce, Atlassian, Rally for Impact, and Tides have spearheaded the Pledge 1% movement to accelerate their shared vision around integrating philanthropy into businesses around the world. Being a Salesforce Silver consulting partner, Brite Systems has pledged to give 1% of our profit to benefit the Indianapolis community where we are headquartered.

By pledging 1% along with Salesforce, Brite Systems has formalized our giving back program and we have joined the 100,000 members in 100 countries worldwide. CEO of Brite Systems, Jay Fernando, says, “We are passionate about giving back! Serving our community is built into our organizational DNA and we consider it a privilege to make a local impact through our pledge.” The Pledge 1% initiative has ignited almost half a billion dollars of charitable giving around the world. More than 87% of Salesforce customers also believe that corporations should place equal weight on their businesses as they do with supporting their local communities.

As the COVID-19 pandemic began to spread in the United States and Marion County was identified as a “hot spot”, Brite Systems was one of the pioneers taking action and serving our community while local and state governments were still mobilizing to help at-risk communities. Brite Systems developed an online portal for Marion County residents who were over 60 years old, pregnant, with prior health conditions, and those diagnosed with COVID-19 and in self-quarantine. Qualifying individuals could place an order for groceries and have them delivered to their home free of charge – all costs sponsored by Brite Systems.

The recipients of these services were highly appreciative of our efforts, one of them saying, “I am very grateful for your services during this uncertain time.” State agencies and a large local food bank also showed appreciation for Brite Systems while they were navigating the logistics of providing goods to people. Through the efforts of Brite Systems, more than 160 families in Marion County were supported.

Brite Systems went above and beyond the Pledge 1% commitment and donated nearly 5% of our annual profit to charitable causes this year. At Brite Systems, we place a high priority on being involved in the community and serving others, especially vulnerable populations. Being part of our team means making a real difference for those around us.

Looking for a workplace culture that values social impact? See our open positions and join our team today! Is your business interested in making a pledge? Learn more.