WEBINAR - How Salesforce Service Cloud & DataArchiva has Helped Businesses Grow without Impacting Data Growth

LIVE WEBINAR
How Salesforce Service Cloud &
DataArchiva has Helped
Businesses Grow without
Impacting Data Growth
Copyright © 2020 CEPTES Software Pvt. Ltd. All Rights Reserved
The First & Only Native Data Archiving
Solution for Salesforce using Big Objects
#DataArchiva2020WebinarSeries
Episode - 4
Harish Kumar Poolakade
Head of Products
harish@ceptes.com
Rakesh N Rao
Senior Product Sales Manager
rakesh.rao@ceptes.com

Learning Objectives
01
02
03
04
05
Salesforce Service Cloud - Overview
Service Cloud Data Usage & Challenges
ServiceMax Customers
Use Case - 1 (Logistics Company)
Use Case - 2 (Electronics Company)

1
February 2020 April 2020 May 2020 June 2020 July 2020
6 Episodes
LIVE
3 4 5 62
March 2020
The Role of Data in the
Era of Digital
Transformation on
Salesforce
Unravel the Importance of
Governance with Data
Archiving
Salesforce Data
Archiving Strategies
Adopted by Healthcare
& Financial Enterprises
Learn how Salesforce
Service Cloud &
DataArchiva has helped
businesses grow without
impacting data growth

Faster Case Resolution Agent Productivity Customer Satisfaction
Salesforce Service Cloud - Overview

DataVolume
Service Cloud Data Consumption Pattern

Service Cloud Data Usage & Challenges
Service
Agents
Service
Console
Email
History
Case
Details
Tasks
● Search cases & get all details
related to customers.
● All related information like email
history, tasks to be viewed in the
Service Console.
● Customer 360 overview required to
offer superior customer support.
Requirements

View
● Ability to show archived needs
in Service Console
● Search archived cases & get
all the details
● Showcase case history, case
comments, email, tasks, etc.
● Ensure archived data is visible
as per sharing rules
Archive
● Set 3- 5 years old cases
● Archive only 'Closed' or
'Cancelled' cases
● Exempt certain cases from
archiving
Restore
● Restore specific cases as needed
● Restoring ability must be controlled
● Ensure all related information are also
restored
● Any encrypted data should also be
restored back
● No automated process to be applied to
the restored data (Process
builder/Workflow etc.)
Common Archival & Restore Needs of
Service Cloud Customers

ServiceMax Support
Work Order
Mobility Technical
Team
Field Service
Management
Tool
Dispatch

Use Case - Logistics Company
Third-Party
Logistic
Company
92K+
Customers
30K+
Shipments
Daily
20K+
Emails Daily
2nd
Largest Private
Freight Brokerage
Firm in the
USA

Data Management Requirements
● Looking to archive data at a native level -
Big Objects
● Archiving old email messages > 120 days
● Need search functionality - Archived case
for specific tracking number from Email
messages
● Seamless user-experience - No change in
email formats
RequirementsSalesforce Data Status

DEMO
Watch how DataArchiva addressed
the challenges & executed the data
management strategies?

Use Case - Electronics Company
Personal Care
Products
(Men/Women)
Fortune
500
Electronics
Company
Lighting
Products
(Consumer/
Enterprise)
Household
Accessories

Data Management Requirements
Huge Agent Network
● Looking to archive data at a native level -
Big Objects
● Archiving old cases > 5 years
● Looking to archive only closed cases
● View archiving components in Service
Console for ServiceMax agents
● Restore cases - Only for specific users
Requirements

A Key to Data Governance and Retention for Salesforce

03
01
04
02
05
08
06
09
07
10
100% Native
Auto
Scheduler
Archiving
Policy
Data
Integrity
Auto Metadata
Sync
Encryption
at Rest
Complex Data
Relationship
FAT & SAT
Archiving
Restore
External Storage
Support
● Big Object is being used for
archived data storage
● 100% Native & Secure
● Schedule the archiving job on
an hourly, daily, or weekly
basis
● Set custom archiving policy
● View archived data right
from the Salesforce system
● Supports encryption.
● Data will be encrypted in Big
Objects
● Takes care of complex data
relationships of any level
without losing data & integrity
● Supports Field Audit Trail &
System Audit Trail data
archiving
● Restore all the archived
records with a click
● Optional support for external
storage
● AWS, Google, Heroku & Azure
● Takes care of synchronizing
schema changes e.g
addition/removal of fields & data
types
Top Features

1
February 2020 April 2020 May 2020 June 2020 July 2020
6 Episodes
NEXT
3 4 5 62
March 2020
The Role of Data in the
Era of Digital
Transformation on
Salesforce
Unravel the Importance of
Governance with Data
Archiving
Salesforce Data
Archiving Strategies
Adopted by Healthcare
& Financial Enterprises
Learn how Salesforce
Service Cloud &
DataArchiva has helped
businesses grow without
impacting data growth
Learn external archiving
with DataConnectiva &
explore significant
benefits it provides to
enterprise customers

Q&A

Write to us at
contact@dataarchiva.com
#StayHome #StaySafe
Thank
You

WEBINAR - How Salesforce Service Cloud & DataArchiva has Helped Businesses Grow without Impacting Data Growth

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WEBINAR - How Salesforce Service Cloud & DataArchiva has Helped Businesses Grow without Impacting Data Growth