df2ufl 2012: visual workflow for sales and service clouds
Post on 19-Oct-2014
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DF2UFL 2012Afternoon Session: Visual Workflow for Sales and Service CloudsPresented by: Riptide [Gold Sponsor] Keith Sadler, Kapil DuaTRANSCRIPT
Visual Workflow Using Visual Workflow to Enhance
the Sales and Service Clouds
Riptide Software
Keith Sadler & Kapil Dua
What is Visual Workflow?
Use Cases
Sales Cloud
Service Cloud
Advantages of Flow Designers
Which Designer should I use?
Sales Cloud Flow demo
Desktop Designer features
Service Cloud Flow demo
Cloud Designer features
Q&A
Agenda
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
What is Visual Workflow?
Sales Cloud
*Inbound/Outbound Telesales
*Call scripting
*Guided selling
*Reduced training
*Face to Face
*Rich Visualforce interface for presentation
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
Flow Use Cases
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
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
Advantages of Flow Designers
Desktop Designer
Convert Leads
Sub-Flow Support
Validate Flow
Flow Simulator
Copy & Paste
Cloud Designer
Native to Salesforce
Uses Standard Formula Engine
Rich Interface
Less Complexity
Quicker deployment
Potential Risks
Desktop Designer
No lead conversion without code
No flow validating
No support for sub-flows
Cloud Designer
Not native to Salesforce – No upgrades
More complex
Must upload to Salesforce
Cannot edit flow in Salesforce
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
Sales Cloud Demonstration Visual workflow which will assist in guided selling for a field agent
Service Cloud Demonstration Visual workflow which will assist a customer navigate through online support
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
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
Thank YOU!