df15 make workflow work for you
DESCRIPTION
DF WOrkflowTRANSCRIPT
7/17/2019 DF15 Make Workflow Work for You
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DF15:Make Workflow Work For You
Warren HolmesSolution Engineer, Service Cloud
Increase Agent efficiency by automating tasks and actions.
Swen BorgmanSolution Engineer, Service Cloud
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Helping Customers Succeed Across All Metrics
Decrease inSupport Costs
Faster Case
Resolution
42%+
39%+
CustomerRetention
AgentProductivity
40%+
40%+
Source: Salesforce Customer Relationship Survey conducted March 2014 - May 2014, by an independent third-party, Confirmit Inc., on 4,100+ customers randomly selected. Response sizes per question va Average Percentage Improvements Reported by Salesforce Customers
38%+
Net PromoterScore
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When a record is created or updated to meet your defined criteria:
•
Create a Record• Update any related record
• Send an Email
• Post to Chatter
• Submit for Approval
•
Need More – You can also call APEX!
Today’s Example:
Increase Agent Efficiency with Case Escalation & Swarming
The Lightning Process Builder
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Increase agent efficiency by reducing repetitive steps and actions.
• Run Macros on one or many records.
• Macros automate Quick Actions.
• Easily Create Macros on the Fly.
• Run multiple Macros together.
•
Update, Add, or Change values.
Today’s Example:
Update Case Status and Contact Customer
Macros
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Let’s See It!
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Macro:
End User Defined
Initiated by User.
Create & Update Records
Send Email
Does Not Support Variables.
Cannot Submit for Approval.
Cannot call APEX.
Workflow:
Admin Defined
Initiated by system event.
Create & Update Records
Send Email
Supports Variables.
Can Submit for Approval.
Can call APEX.
Do I use a Macro or a Workflow?
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Thank you