This document discusses innovation in Salesforce and provides tips for success. It shares three stories of companies that moved their IT departments, collections processes, and new feature request processes to Salesforce. This improved efficiency by eliminating manual processes and silos while reducing costs and providing better visibility. The document concludes by emphasizing the importance of working closely with business teams, finding the right balance between requests and proactive innovation, measuring results, and being willing to try new approaches to innovation in Salesforce.

2. —
Stand out with Innovative, Creative, & Proactive Solutions
Innovation in Salesforce
Ephrat Geisler
Director of Product Management
Shay Kirschner
Business Applications Manager

3. Innovation in salesforce
—
sharing some stories
—
Tips for success
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4. 4
one quick question
before we start
Thank you for joining !

5. innovation
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https://www.salesforce.com/ca/company/about-us/

6. innovation
In WHAT You Do | In HOW You Do It
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7. Automate
where possible
(no more manual
processes)
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Help the Business
teams succeed
at their jobs
Digital
transformation
Make it easy for
the teams to manage
their day-to-day
in Salesforce

8. And now..
Sharing some stories

9. › Managing all Internal Cases (IT / MIS) in Salesforce
› Managing entire IT inventory in Salesforce
› Use of Salesforce core functionalities:
› Entitlement and Milestones / Working Hours
› Use Knowledge and Suggested Articles
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1 | Moving the IT Department to Salesforce
Very fast rollout (~1 week) without using a single line of code
Reduced silos
Cost reduction
Achievements:

10. Efficient & Automatic process
—
Collections are connected
to Won Opportunities
—
Management have full visibility
into the status
—
Predefined easy-to-use
Email Templates
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A standardized process for submitting ideas &
NFRs to the Product House
—
Used by Customers / Support Team / CSM
—
Using standard Salesforce functionality:
Approval Process, Custom Object, Email Alerts
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Benefits:
› NFR process connected to Salesforce
Accounts / Cases / Opportunities
› Full visibility, to all teams
› Clear ROI for each NFR
Managing the Collections
Process in Salesforce
Managing New Feature Requests
(NFR) Process in Salesforce
2 | no more offline excel sheets

11. Macro and Global Actions for SD/Support Agents
—
Design and Build Lightning Pages per Persona / Dynamics visibility
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Split the Lightning Pages use Tab to view less fields
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Dynamic Home Page per Role / Profile
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Predefined Email Templates for Support Team
—
Activate Matching and Duplicate Rules
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Leveraging salesforce to enhance
& optimize Daily Productivity
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12. SummAry & tips for success
Work closely with the Business teams:
› Step into their shoes
› Really understand their challenges & goals
› Listen between the lines
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Find the right balance between
inbound requests & proactive innovation
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Measure, monitor, optimize
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Don’t be afraid to try something new
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13. Thank you
!
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Ephrat Geisler
Director of Product Management
egeisler@panaya.com
Shay Kirschner
Business Applications Manager
skirschner@panaya.com
Panaya.co
m

14. This presentation contains product features that are currently
under development or testing or certification
—
This presentation/overview of the new technology represents
no commitment from Panaya to deliver these features in any
generally available product
—
Features are subject to change, and must not be included in
contracts, RFP’s, purchase orders, or sales agreements of any kind
—
Technical feasibility and market demand will affect final delivery
—
Pricing and packaging for any new technologies or features
discussed or presented have not been determined
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Forward Looking Statement