Categories Salesforce

Integrate Salesforce with MS Exchange using Riva

How does Riva sync contacts and leads with Exchange?

For any Cloud-Based CRM Sync Service for Exchange, Notes, and Google; Riva Cloud is the quickest and easiest way to sync your CRM and email system. Riva Cloud was the first cloud-based CRM sync service to support multiple CRMs.

Riva also provides sync features to:

  • increase sales
  • drive CRM value
  • reduce flip-flopping between applications
  • Deliver seamless access to Salesforce contacts, calendars, tasks, opportunities, cases, contracts, custom objects

How does Riva sync contacts and leads with Exchange?

  1. Define Sync policy: The Sync policy uses CRM connection for the target user and identifies the corresponding email account.
  2. First Time Sync: Once the User has been added to the sync policy, for the first time Riva syncs a filtered list of contacts and leads from the CRM  and creates contact records in Exchange for that user.
  3. Normal Data Sync: Riva supports unidirectional and bidirectional data sync between CRM and Exchange.

How Does Riva Sync Your Calendar Events and Tasks?

  1. First Time Sync: Once the user has been added to the sync policy, Riva runs the first time sync process and syncs the calender items of the user from CRM and creates those in the user’s primary calender on Exchange.Event Sync: Task Sync:
  2. Normal Sync: Riva supports unidirectional and bidirectional sync between CRM and Exchange for events and tasks.

Create and Sync Summary emails for CRM module data (e.g. Opportunities)

Riva creates summary emails in the Exchange mailbox in modules folder. Each email contains information about one item (e.g. an opportunity) and a button or website link to the open the item in view or edit mode in CRM.

Archive emails against CRM users, contacts & leads

First time Sync: Riva creates a folder structure for “Drop folders” during the first time sync. Users can sync email to CRM by moving it into appropriate drop folder.

Normal data Sync: Riva by default archives emails, and matches email recipients to the CRM user first, then to CRM contacts and then to CRM Leads.

– Pavan Kumar & Ketan Benegal

Need help integrating Riva with your CRM and email servers? We are glad to help:

Categories Salesforce

User is inactive but still appears on forecast information!

User is deactivated but still appears in forecast result.

Issue :

User is deactivated but still appears in forecast result.

Description :

Most salesforce sales users have come across this specific issue where their team member is deactivated but their opportunity is appearing in forecast results.

In theabove-mentionedd image, the user Benjamin Frank is a sales guy who has more opportunities in pipeline. But the user is deactivated and his opportunities are still present in forecast results.

Solution & Explanation :

Even if the user is deactivated, they are still the owners of opportunities and this is the primary reason they are appearing in forecasts . So while deactivating the user, we need to uncheck “Allow Forecasting” option on the user detail page. Reference image below :

P.S.: Your feedback is invaluable.

Categories Salesforce

Salesforce Customizable Campaign Influence Models

These new models are available to Pardot users using Customizable Campaign Influence.

Track Influence of Multiple Campaigns on Opportunities! … #bigrelief

New multitouch campaign influence models will help marketing team to track the influence details of each campaign that interests them.

Now you can track:

  • First Touch
  • Last Touch
  • Evenly distribute revenue to all campaigns impacting an opportunity

With Customizable Campaign Influence, you can setup 3 new models apart from Primary Campaign Source model, they are:

  1. First Touch model: Track where your brand interacts first time with prospect.
  2. Last Touch model: This is a very important one. It shows the campaign that helped closing the opportunity successfully.
  3. Even Distribution model: Captures how each campaign performs across all interactions with prospects.

Note: These new models are available to Pardot users using Customizable Campaign Influence.

Need to setup Marketing Cloud or Marketing Automation? We will be glad to help.

#CloudFountain #Salesforce #Winter18 #SalesCloud #MarketingCloud

Categories Salesforce

How to configure Live Agent in Communities

Live agent always require a proper configuration as you will be creating skill set, profiles, Configuration and deployment. This article helps you to configure Live agent in communities without any coding using the feature called Snap-ins.

Enable Live Agent

Live Agent is the Service Cloud feature that allows you to chat with customers directly from your website.

From Setup | Live Agent Settings | Select Enable Live Agent | Click Save.

Assign Live Agent Permission

To access Live Agent, you need permissions on your user record.

Setup | Users | Edit |Live Agent User | Save.

Create Live agent Skill

Skills are areas of expertise you assign to agents, so chats are routed to an agent with the right skills. For this project, we set up one skill to keep things simple. You can always add more skills later on.

  • Setup | Skills | Click New.
  • Define the skill as follows:
    • Name: Web Support
    • Developer Name: Web_Support
  • In the Assign Profiles area, add System Administrator, Custom: Support Profile, and Standard User.
  • Click Save.

Create Live agent configuration

Configurations determine settings for your support staff.

Setup | Live Agent Configurations | New

  • Define the configuration as follows:
    • Live Agent Configuration Name: Web Support Configuration
    • Developer Name: Web_Support_Configuration
  • In the Assign Profiles area, add System Administrator, Custom: Support Profile, and Standard User.
  • Click Save.
  • Create Live agent chat button

With chat buttons, community members can start a chat with your agent.

Setup | Chat Buttons & Invitations | New | Chat Button.

  • Define the button as follows:
    • Name: Web Support Chat
    • Developer Name: Web_Support_Chat
  • Under Routing Information, select Web Support from Available Skills and add it to Selected Skills.
  • Click Save.

Create live agent deployment

Setup | Deployments | Click New

  • Define your deployment as follows:
    • Live Agent Deployment Name: Web Support Chat Deployment
    • Developer Name: Web_Support_Chat_Deployment
  • Enter Cloud Fountain Support for the Chat Window Title.
  • Click Save.
  • Add live agent to the sample console
  • Setup | Create | Apps | Click Edit next to Sample Console
  • Select Include Live Agent in this App.
  • Next to Choose Chat Workspace Options, select New case.
  • Scroll down to Assign to Profiles near the bottom of the page. Select Visible next to System Administrator.
  • Click Save.

Enable communities

Let’s get started by turning on communities.

Note: Once you enable Communities, you can’t turn it off.

  • Setup | Communities Settings | Enable Communities.
  • Enter a unique value to be used as your domain name and click Check Availability. (Note: Keep in mind that you can’t change the domain name after you save it.
  • Click Save.
  • Click OK.

You should have been redirected to the All Communities page in Setup, but if not, enter All Communities in Quick Find, and select All Communities.

  • Click New Community.
  • Select the Customer Service (Napili) template.
  • Click Get Started.
  • For Name, enter CloudFountain Community
  • Click Create.
  • Create Snap-in Chat
  • Head Back to Setup

To get back to Setup, click Community Workspaces , then click Salesforce Setup

Whitelist the Chat Web Page

To create the snap-in for Live Agent, you need to whitelist the chat web page. This makes the page available so people can chat with you.

  1. Copy the domain name and protocol only. For example, if the URL is https://girichillax-dev-ed– ,then copy https://girichillax-dev-ed–
  1. Setup | enter CORS | Click New
  2. For Original URL Pattern, paste in the protocol and domain name you copied.
  3. Click Save.

Create a Snap-In Deployment

OK, now we’re ready to make the snap-in for chat. Chat Snap-ins require a chat button and a deployment. We already created those in an earlier step, so now we just need to create the snap-in.

For this step, you need to switch to Lightning Experience. From the header, select your name and select Switch to Lightning Experience

  • Click and select Setup. This launches Setup in a new tab.
  • Setup | select Snap-ins | Click New Deployment.
  • Define the snap-in deployment as follows:
    • Snap-in Deployment Name: Chat Deployment
    • API Name: Chat_Deployment
    • Site Endpoint: CloudFountain_Community
  • Click Create.

Define the Snap-In Deployment

  1. Next to Live Agent Basic Settings, click Start.
  2. For Live Agent Deployment, select Web_Support_Chat_Deployment.
  3. For Live Agent Button, select Web_Support_Chat.
  4. Click Save.

Switch back to Salesforce Classic.

Adding Snap-in component in Community

Setup | All Communities | Click Builder | Click on Components | Click on Snap-ins chat

  • Select Snap-ins Chat and drag it to the sidebar, beneath the Ask a Question component. Close the Snap-ins Chat dialogue box.

Publish Your Community

  • Click Publish.
  • On the Publish Your Community confirmation screen, click Publish, then Got It.
  • Try out the Live agent in Communities

App Launcher |Click Sample Console | Click on Live agent | Select Online

Now, go back to your community page, and refresh the browser. The chat button should change to Chat with an Expert. Let’s try this out!

  • Click Chat with an Expert.
  • Enter your first name and last name and click Start Chatting.
  • Go back to the Sample Console.
  • Click Accept.
Categories Salesforce

Salesforce Lightning developers/Tech Leads/Architects

We are currently looking for multiple Salesforce Lightning developers/Tech Leads/Architects. We need a person with following skills:

• Strong JavaScript experience
• Strong Development experience with Salesforce Lightning
• Lightning experience including implementation in at least 1 or more projects AURA framework experience
• SLDS implementation experience
• Strong Experience with SOAP/REST services, Asynchronous
• Experience designing and implementing technology-enabled business solutions
• Architect complex CRM solutions
• Manage onshore/offshore dev teams
• Desire to learn additional in-demand applications on the Salesforce platform such as Einstein, Marketing Cloud, etc.
• Should be able to work independently and collaboratively in creative Agile environment
• Strong problem solving and troubleshooting skills
• Experience with Javascript MVC frameworks, CPQ solutions, marketing automation solution would be a great addition
• A Bachelor’s degree or comparable work experience

 We would love to hear from you and know more about you. Please send your resume to HR.