Time-Zone Aware Outreach with External Services, Flow, and Agentforce
Small integration. Big win. Configure a Time Zone API in your org for an agent or end user to use in under an hour.
Category: Service & Experience
Service Cloud, Salesforce Knowledge, Omni-Channel, customer service architecture
Rethinking Account Planning with Salesforce: Why I Made the Switch
Discover how Salesforce’s new Account Plans feature, launched in Winter ’25, transforms account management with seamless integration, automation, and AI-driven insights. Learn why making the switch from Quip to Salesforce can improve collaboration, enhance reporting, and streamline strategic goal tracking for your sales and customer success teams.
Certified: Service Cloud Consultant
I talk about the industry knowledge that helped me pass the Service Cloud Consultant exam.
Are You Smarter Than an Einstein Bot?
Follow along to build an Einstein Bot that tests your knowledge.
Extending Your Chat Reporting With Tableau CRM and Chat Transcript Events
Extract more awesome data points from your Chats with Transcript Events and visualize them in Tableau CRM.
Tableau CRM Service Cloud Dashboards: Start with an App Template
Don’t recreate the wheel… start with a templated app!
Omni-Channel Analysis in Tableau CRM: the data model
Create a data model and 3 datasets in Tableau CRM to start analyzing Omni-Channel data
Before you put the Einstein in your Einstein Bot
Before you put the Einstein in your Einstein Bot, use Intents to make your bot smarter.
Pre-Chat Context: It’s all about the flow
Use Flow to make your chats smarter and more personalized.
The Hiccups, Headaches and Eventual Relief of Chat Routing
Watch as I over commit to a solution, bang my head against a wall, have a stress induced nightmare and then deliver what I promised. Bring popcorn.
Force For Fun 