DF2UFL 2012: Visual Workflow for Sales and Service Clouds


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DF2UFL 2012

Afternoon Session: Visual Workflow for Sales and Service Clouds

Presented by: Riptide [Gold Sponsor] Keith Sadler, Kapil Dua

Published in: Technology, Business
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DF2UFL 2012: Visual Workflow for Sales and Service Clouds

  1. 1. Visual WorkflowUsing Visual Workflow to Enhance the Sales and Service Clouds
  2. 2. Keith Sadler & Kapil DuaRiptide Software
  3. 3. AgendaWhat is Visual Workflow? Which Designer should I use?Use Cases Sales Cloud Flow demo  Sales Cloud  Desktop Designer features  Service Cloud Service Cloud Flow demoAdvantages of Flow Designers  Cloud Designer features Q&A
  4. 4. What is Visual Workflow?Business Process Automation Designer *Provides forms to capture and manage data *Provides scripting for end users *Performs calculations *Apex Callouts for complex logic *Email notificationsDrag and drop (Visio-like) interface *Clicks - not code! *Easily embeddable *Custom Tabs *Visualforce Pages *Salesforce SitesCapture data and take action inSalesforce *Create Records *Look-up Records *Edit Records *Delete Records
  5. 5. Flow Use CasesSales Cloud *Inbound/Outbound Telesales *Call scripting *Guided selling *Reduced training *Face to Face *Rich Visualforce interface for presentation
  6. 6. Flow Use CasesSales Cloud Results * Decrease in customer life cycle * Increase in customers contacted * Consistent brand messaging * Transparency for management * Decrease in start up time for employees
  7. 7. Flow Use CasesService Cloud *Multi-step forms for online self- service and trouble shooting guides *Helps guide user to find solutions to specific problems *Gives clients the ability to reach out without speaking with staff *Allows internal employee efficiency
  8. 8. Flow Use CasesService Cloud Results * Decrease in support resources needed * Increases customer engagement * Decreased resolution time * Decreased talk time * Increased self resolutions by customers
  9. 9. Advantages of Flow DesignersDesktop Designer Convert Leads Sub-Flow Support Validate Flow Cloud Designer Flow Simulator  Native to Salesforce Copy & Paste  Uses Standard Formula Engine  Rich Interface  Less Complexity  Quicker deployment
  10. 10. Potential Risks Desktop Designer Cloud Designer Not native to Salesforce – No  No lead conversion without upgrades code  No flow validating More complex  No support for sub-flows Must upload to Salesforce Cannot edit flow in Salesforce
  11. 11. Flow – Which Way to Go?Desktop Designer * If lead conversion is necessary the desktop version has built in element * Use for complex flows as this supports the use of: * Sub-Flows (one flow to another) * Flow Validation (will it work?) * Flow Simulations (end user view)Cloud Designer * Use for flows with less complexity, which will not benefit from sub-flows * Use if you need editable flows to be stored in Salesforce
  12. 12. Sales CloudDemonstrationVisual workflow which will assist inguided selling for a field agent
  13. 13. Service CloudDemonstrationVisual workflow which will assist acustomer navigate through onlinesupport
  14. 14. Why Implement Flow?Increases Internal Efficiency  Data management  Automates creating, editing, and deleting Salesforce records  Send the right records to the right people  Reduces training efforts  Manage flows without IT support  Control flows with clicks not codeEnhances Customer Support  Help Now!  Guides end-user to optimal solution
  15. 15. Community ResourcesSalesforce Desktop Flow Designer WorkbookSalesforce Visual Workflow WebinarSalesforce Cloud Flow Designer WorkbookDeveloperForce Page – Get your own demo orgSalesforce Flow Designer Comparison
  16. 16. Thank YOU!