DF2UFL 2012 Afternoon Session: Visual Workflow for Sales and Service Clouds Presented by: Riptide [Gold Sponsor] Keith Sadler, Kapil Dua

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!