Learn more about marketing

Another user group, another topic. This time in English and at Deloitte’s new building.

The line up of speakers is almost finally, still waiting for one more speaker to confirm and one to provide abstract, but besides that we have general idea what it will be about.

Filip Paseka from Zonky will show us how they implemented and use Marketing Cloud, the abstract is pretty simple – only limitation is your imagination. And as Zonky is pretty cool brand I’m really looking forward to learn more how they are looking for those with money and those who need them.

Robert Gassmayr from Hexagon Manufacturing Intelligence will show us how they used Pardot to drive awareness before conference, catch leads at conference and do reporting after. This helped sales team to be more prepared who they should meet there and drive business further.

Zdenek Pejcel from Mooza Inspire wanted to tell us more – if I remember correctly – about campaigns, what is the difference between campaign, newsletter and journey, when to use Salesforce, when Pardot and when Marketing Cloud.

Our hope to attend secret speaker wanted to showcase Marketing Cloud/Pardot live, will see what the result will be (you know customer first).

Surprise surprise

Ok, when I’ll tell you it won’t be surprise, but we will celebrate. 10th meeting, 2nd year of activity, 248 members at Trailblazer Community Group (that’s pretty ugly number, can we round it soon?)

So there might be a surprise for everyone and maybe even some for a few special people (will do my best to select them).

Not sure this celebration makes it any special and we will make it over 100 attendees , but never say never and always expect the worst.

So how many of you will I see? And personal goal – to how many of you will I find time to speak?

Registration mandatory as always.

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MuleSoft training

MuleSoft logo

At PwC we decided to dedicate this year to learning more and started with regular workshops, which are open to other partners/customers as well.

First one was about FSL – Field Service Lightning. 18 people, very positive feedback.

Second one will be about MuleSoft. Monday June 3rd, PwC Prague offices, free of charge, registration required.

The workshop will be led by Patryk Bandurski, PwC’s MuleSoft certified expert and MuleSoft Meetup Leader for Warsaw, who has been doing Mule for over 7 years.

Agenda

  • What is the Application Network? (for Business/Customers)
    In this section, the term Application Network will be explained. You will get the insight at what this do and enable in your organization. Strongly connected API-Led connectivity will be thoroughly explained as well.
  • Service contracts design using RAML on Anypoint Platform (for Consultants with less MuleSoft knowledge, Consultants, Integration Architects)
    At this part, we will dive into desiging REST services using RAML language on Anypoint Platform. You will get familiarized with know how to use all the tools that the platform provides in order to deliver the best quality assets. It won’t be only theoretical, you will see a demo, demonstrating the full lifecycle of designing a sample API.
  • Quick prototyping with Anypoint Designer (for Consultants with less MuleSoft knowledge)
    MuleSoft introduced a thin client to deliver a quicker integration code. During this presentation, you will see what capabilities this tool has and how to use them. On DEMO you will see how to quickly prototype the service with already defined API contract.

Looks good? Wait no more and register, we will confirm registrations at the end of May. You are responsible for your own expenses.

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CzechDreamin: Call for Speakers

CzechDreamin logo

We have three more weeks to submit your session abstract for CzechDreamin, which looks like a plenty of time, but comming with the right topic might be hard. With no particular order in mind or paying a lot of attention (like „this is what I would like the CzechDreamin be like) I not only call all of you to submit a session, but I came with a few ideas for you as well.

And you know, we appreciate every session!

Ideas

  • how to put my app to appexchange;
  • are certifications worth the money and time;
  • 8 things every admin can do to improve user experience on their instance;
  • how to start with Salesforce;
  • Einstein Analytics crash course;
  • Mule Soft crash course;
  • Pardot/Marketing Cloud crash course;
  • LWC crash course;
  • what is the difference between Pardot and Marketing Cloud;
  • automate, automate, automate. But with which usecase can we start;
  • how to jump on the CI wagon as well, what are the ways;
  • are user groups worth the time spent on them;
  • the one Salesforce product no one heard about but every one have a use case for;
  • how to use Chatter in daily life;
  • FSL aka a way how to support your people in field;
  • 5 reports every instance should have;
  • inside Salesforce – some great session about architecture;
  • LWC or Aura components – should we even ask this question;
  • way to Salesforce DX for admins and consultants;
  • new Flow Builder is here, how to stopped be intimidated by it;
  • how to make life easier for admin – the best extensions here;
  • everyone have a use case for Salesforce Community, what is yours;
  • how to write the best tests ever;
  • unmanaged, managed, 2.0 packages and other flavors.
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FSL Workshop

Two weeks ago CPQ Fast Path in Warszaw, this week we organised FSL workshop in Prague for all partners here. At the end we got around 20 people from 8 companies, if I counted correctly; some with experience but most of them without. Rob Roop from Salesforce and Pawel Dobrzynski from our Poland office helped us to run the day and give us a lot of valuable information.

Attendees of the FSL workshop

There are about 500 certified FSL consultants worldwide and Rob prepares v2 of his webinar which will cover more advanced real life scenarios to grow their number and help them to cover more advanced areas.

To me it was great to see the insights and things from different perspective. At the beginning you might think that FSL is just for hard hats, but it can be useful for everyone – nurses, on-site professional services, in-store associates in retail, field technicians in manufacturing, … You might even look for some more non-usual areas as bicycle repairs, pet grooming or beauty salon. Basically anywhere you need to create an appointment and would you have some types of skills it will be a plus.

What I like about FSL is, that the licences aren’t on top of Salesforce licence, but they already cover SF licence as well. You might need one extra to get the basics, but besides that you pay just 150€ or 200€ (combination of technician and dispatcher) for every seat (pricelist), you can use the contractor licence, which is based on community plus license (for 50€) or contractor+ licence, which is based on partner community licence (for 75€).

The „advanced“ optimization, which can take a look on all service appointments and reshuffle them to really make a better schedule costs you just one user licence more and as per the help it provide some real benefits.

Good questions to ask customer

  • where they are on their path? – this was probably the first slide I ever saw saying what I’m saying to customers for a while – at the beginning it might be just about visualize the data you already have and you’ll be more than happy with the result. And the more advanced you are the potentially less benefits you might get, but their value might be way bigger;
Where are you on your path as a company?
  • right identify service territory, skills and scheduling – when you get that wrong you aren’t able to schedule and that’s a real problem;
  • overscooping – don’t worry about customer self service in phase 1, keep that for later;
  • misunderstanding the complexity of FSL – resources (technicians) are scattered in the field which makes the whole communication harder;
  • training especially dispatchers is crucial and find out how to support mobile workers;
  • which mobile device they have/want – iPads are awesome but expensive, Windows Mobile is not supported (welcome Resco (my old article in Czech), also Rob is checking the roadmap) and Android might be tricky.

People change management

As always, people might be the problem. Auto scheduling of their visits might mean that they visit the same clients but in different order – meaning they have to eat in different restaurant during the day – they might feel they travel more, which might be true, but the whole company should travel less, if it is the objective for scheduling. FSL is trying to find the least bad solution, not necessarily the best one.

The common trap is, that the implementation partner doesn’t know how to find what might work best for you, but would rather stick with what work for you now, not utilising the whole potential of FSL. And I can imagine that recognise this must be super hard for customers.

The setup

It looks really straight forward and no reason to be a tricky, but for example:

  • the short arrival windows might mean that technician do a less, because he has to wait for the next slot. So when the customer pushes you for a short arrival window it means he creates a problem for themselves;
  • skills are hard yes-no qualifier, it is important to have them correctly. Not everything what looks like a skill should be a skill (and you can set them up in Classic only as of now);
  • the less candidates per service appointment the better (10 – 20 si about the right size), no more than 50 resources per service territory;
  • scheduling policy takes the hard criteria (work rules) and soft criteria (service objectives) and try to make the best schedule. You can specify the weight of each objective to set what works best for your company, which is definitely a tricky job.
Pawel whiteboarding the solution

What’s beyond

I had the pleasure to deliver the last presentation of the day with some more advanced things you don’t use on daily basis but which are useful to know.

  • the polygons can really make it handy for terrritory definition and quick changes to status of service appointments in them;
  • operating hours for specific activities might be great to allow your people to focus on things of the same type and not jumping on different tasks;
  • complex work and multiday work just shows the real power of FSL. There is no support for complex work chain generation out of the box so you need to invent your way, but I can imagine there are professions which cannot live without them;
  • product required/consumed/requested and transfered is super powerful and complex tools which might be too complex, but when you implement it you really know who waste things and how much each appointment cost you;
  • and finally maintenance plan because you don’t want to worry about it.

What next?

I think we covered a lot during the day, not sure we prepared people for the certification, but hope they are at least half way day and can use the webinar done by Rob for further studies.

Quick Kahoot at the end showed our next topic – Mulesoft won and right now we try together with Salesforce to find out who can help us to deliver it. Preliminary date: beginning of June.

Stay tuned. Till then you can take the FSL Trail on Trailhead.

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Jak si vylepšit Salesforce (zápisky ze setkání uživatelů)

Další setkání lidí kolem Salesforce za námi, další skvělé téma probráno.

Inbox, Docusign, Klipfolio, Chrome extensions

Alča povídala o jejich implementaci, kde používají rozšíření do Chrome Salesforce Inbox, díky kterému „vidí“ do Salesforce rovnou z emailu, mohou navrhnout zákazníkům více termínů schůzek a on si sám vybere, používání šablon a další věci. Do budoucna je prý tento produkt bez podpory, takže ho srovnala i s Lightning for Gmail a zmínila i další nástroje třetích stran.

Alča srovnává Salesforce Inbox a Lightning for Gmail
Alča srovnává Salesforce Inbox a Lightning for Gmail

Pak pokryla další rozšíření do prohlížeče – na obarvení ikonek záložek v prohlížeči, na rychlé přihlášení – které na rozdíl od Login as a user je možné spustit odkudkoliv a člověk se ocitne na stránce ze které to spustil – Salesforce API names i Sales Navigator od LinkedIn.

Dále povídala o Docusign a jak je lepší si přikoupit onboarding než se to snažit nakoukat z videí, že neplatí za uživatele ale mají kredity na podepisování, takže je jeden podpis stojí cca 3€ (pro CzechDreamin mi to řešení přijde lepší než platit měsíční paušál, mělo by vyjít řádově levněji).

A celé to zakončila ukázkou Klipfolio, které je – podle mého – alternativou k Einstein Analytics, umožňuje integrovat data z více zdrojů do jednoho dashboardu a mnohem víc.

Za mě 1*, mít takovouhle prezentaci alespoň na každém druhém setkání (což se skoro daří), tak budu hodně spokojený.

Automatizace

Dan povídal o automatizacích, které připravili pro jednoho klienta. Nakousl invocable akce (pokud jste ještě neviděli skvělou prezentaci a chcete se dozvědět víc o invocable actions, tak tohle video prostě MUSÍTE vidět), podělil se o zajímavý nápad mít emailové a SMS šablony nikoliv jako šablony ale jako data, díky čemuž je jsou schopni vzájemně vnořovat a minimalizovat jejich počet.

Dan a jeho Lightning komponenta pro rychlé akce
Dan a jeho Lightning komponenta pro rychlé akce

Jednoduchá Lightning komponenta s připravenými tlačítky, které dělají složitější akce. V dnešní době už by na to možná šla použít makra, ale ještě v před pár měsíci jsme takové možnosti neměli a uživatelé to milují, když jedním klikem vyřeší několik věcí najednou a ideálně když jim to tlačítko pak zmizí, když už nedává smysl.

Celé to zakončil trochu těžším povídáním o zpracování příchozích mailů, jejich vazbě na úkoly a … co jsem si z toho odnesl je, že všechny emaily posílají do SF a mají vlastní rutinu, která je páruje ke správným záznamům, místo toho klasického Email to Salesforce, které funguje jenom na odchozí maily.

Spring ’19 Release a další vylepšení SF

Celé jsem to zakončil, protože jsem musel zaskočit za Hanku, kterou odveleli na školení.

Rychlé shrnutí Spring ’19 Release včetně Kahoot, který připravila Alča. Flow Builder, High Velocity Sales, Lightning Scheduler, Pinned Lists, Help menu, Unsaved Lightning Component a pár dalších věcí, které jsem vypíchnul ze svého shrnutí tohoto vydání.

A pak tipy na vylepšení SF, kde jsem využil blog Christiny, která je krásně sepisuje. Progress bar na vizualizaci kvality leadů, Quick Actions, které jsou nevyčerpatelné téma na nápady, rollup pole s min/max hodnotami abyste věděli jak dlouho máte zákazníka a jak často objednává – neziskovky to používají pravidelně, ziskovky moc ne. Aplikace, která umí udělat roll-up nad libovolnou vazbou mezi objekty a libovolnými poli, aplikace pro plánované spouštění akcí nad libovolnými záznamy aniž byste museli napsat řádku APEX kódu, odkazy na reporty a jejich předfiltrování přímo díky hodnotě v URL, záložky pro rychlejší dostupnost dat, editace více záznamů v pohledu a další a další.

Jsou to drobnosti, ale dost často znamenají pro uživatele velký rozdíl. A těžko se dělají, protože musíte vědět co uživatel dělá a proč to dělá a pak se to dá vylepšovat. Což nejlíp zjistíte tak, že mu sedíte za zadkem, což se na typickém projektu dělá dost těžko, protože na to není moc rozpočet.

Další setkání

Příští setkání bude výroční. Oslavíme 2 roky a budeme mít desáté setkání. To si zaslouží malou oslavu. Původně jsme vykopli termín 14. května, ale to není volný Hub, kam normálně chodíme. Takže máme vymyšlený záložní termín a současně sháníme jiné prostory, kde by se to dalo udělat toho 14.

Zaregistrujte se, pošleme více informací jakmile je budeme mít. A doufám, že se uvidíme, podle databáze je vás v dnešní době 244, kteří jste někdy dorazili nebo se alespoň zaregistrovali, vidět vás na této oslavě polovinu by byl mazec a současně úžasný zážitek.

PS: Salesforce otevřel swag store, takže možná budou nějaké dárky.

PS2: kromě slavení máme i téma, tentokrát podle všeho na téma marketing – Pardot a ideálně i Marketing Cloud. Chceš nám o tom taky něco říct?

PS3: prezentace a pár fotografií k dispozici

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