Knowing various Salesforce operations enhances productivity, satisfies customers, and aligns with best practices. Customizing Salesforce is great, but admins must grasp essential features. Let’s explore a few.

Lightning Flow

In modern times, phone calls can be frustrating. Use Salesforce Lightning Flow to avoid CSR handoffs. It offers:

  1. Auto-launched flows
  2. Active screen flows
  3. Recommendations
  4. Quick actions

These features work like a powerful checklist, ensuring effective communication.

Omni-Channel routing

In customer support, time is vital. Here’s how:

  1. Direct Assignment: Cases can be pushed to Agent Workspace instantly.
  2. Omni-Channel Routing: Assign cases to skilled and available agents.
  3. Automation Rules: Set rules based on case types and agent expertise.
  4. Efficient Allocation: Use insights to assign cases based on expertise and workload, optimizing customer reps’ workload.

List views

Salesforce’s list view is great for organizing records:

  1. Accessible: Easily found on each object’s home tab.
  2. Various Views: Examples on the lead object include “Recently viewed leads” and custom ones.
  3. Efficient Editing: Edit and view multiple records at once, similar to Excel.
  4. User-Friendly: Loved by users for its familiarity and ease of use.

Console Productivity Enhancements

Boost productivity in Salesforce with these tools:

  1. Macros: Ideal for repetitive tasks, simplifying agent workflows.
  2. Quick Text: Insert predefined messages in chats, emails, and activities.
  3. Efficient Task Sequences: Streamline actions like updating case details with a click, ensuring swift case closures.

Data Loader

Master the Data Loader in Salesforce:

  1. Versatility: Import, export, delete, and update CRM records.
  2. Data Migration: Useful for transferring data, deleting, or updating records in bulk.
  3. Data Import Wizard: Part of Salesforce setup, differs from Data Loader.
  4. Know When to Use: Understand the distinction between the two tools for efficient data management.

Service Cloud Telephony Integration

Enhance CSR productivity with Salesforce Service Cloud Telephony Integration:

  1. Universal Use: Suitable for all organizations, integrates with Lightning Dialer or third-party CTI systems.
  2. Lightning Dialer: Offers inbound and outbound calling for an additional cost.
  3. Considerations: Evaluate existing telephony system; Open CTI is platform and browser-independent, making it a versatile choice.

Conclusion

For managers and Salesforce admins, knowing key operations boosts productivity and platform use. The mentioned six in this article are just a few examples.