The document discusses visual workflow tools used to enhance Salesforce's sales and service clouds, detailing the various designer options available, their features, and use cases. It highlights the benefits of implementing visual workflows, including improved efficiency in data management and enhanced customer support. Demonstrations for both sales cloud and service cloud show how these workflows can assist users in sales and troubleshooting scenarios.

1. Visual Workflow
Using Visual Workflow to Enhance
the Sales and Service Clouds

2. Keith Sadler & Kapil Dua
Riptide Software

3. Agenda
What is Visual Workflow? Which Designer should I use?
Use Cases Sales Cloud Flow demo
 Sales Cloud  Desktop Designer features
 Service Cloud
Service Cloud Flow demo
Advantages of Flow Designers  Cloud Designer features
Q&A

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 notifications
Drag and drop (Visio-like) interface
*Clicks - not code!
*Easily embeddable
*Custom Tabs
*Visualforce Pages
*Salesforce Sites
Capture data and take action in
Salesforce
*Create Records
*Look-up Records
*Edit Records
*Delete Records

5. Flow Use Cases
Sales Cloud
*Inbound/Outbound Telesales
*Call scripting
*Guided selling
*Reduced training
*Face to Face
*Rich Visualforce interface for
presentation

6. Flow Use Cases
Sales 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. Flow Use Cases
Service 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. Flow Use Cases
Service Cloud Results
* Decrease in support resources needed
* Increases customer engagement
* Decreased resolution time
* Decreased talk time
* Increased self resolutions by customers

9. Advantages of Flow Designers
Desktop 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. 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. 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. Sales Cloud
Demonstration
Visual workflow which will assist in
guided selling for a field agent

13. Service Cloud
Demonstration
Visual workflow which will assist a
customer navigate through online
support

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 code
Enhances Customer Support
 Help Now!
 Guides end-user to optimal solution

15. Community Resources
Salesforce Desktop Flow Designer Workbook
Salesforce Visual Workflow Webinar
Salesforce Cloud Flow Designer Workbook
DeveloperForce Page – Get your own demo org
Salesforce Flow Designer Comparison

16. Thank YOU!