Tailoring Your Salesforce Live Chat for Success
As a Salesforce consultant, I’ve been exposed to some key aspects to turn the customer experience chat into an organized and efficient experience for both the visitor and the agent. Let’s get straight into it: There are 2 key aspects you need to discuss and brainstorm with the stakeholders: Routing Strategy: Omni-Channel is in […]
Reimagining Services with AI at the Heart of Service Summit 🤖
I recently had the opportunity to attend the Heart of Service Summit hosted by Salesforce in the new Salesforce Tower in Sydney. The summit was a great opportunity to learn about how organizations can reimagine service with AI to reduce service costs, optimize field operations, and deliver an exceptional customer experience. One of the highlights […]
Salesforce Retiring Profiles: A Guide to Good Practices
Salesforce has announced that it will be retiring permissions on profiles in the Spring ’26 release. This means that all permissions will be managed through permission sets instead. This is a significant change, but it is a good one. Permission sets are more flexible and powerful than profiles, and they can help you to implement […]