‘Topics’ to categorize, filter and search records in Salesforce

Topics serve as a means to categorize, filter and search records in Salesforce, simplifying the organization of records. They are essentially labels that can be assigned to records, with the ability to assign multiple Topics to a record and vice versa. For instance, a single topic such as “2023 Fund Raiser” can be assigned to multiple records of different objects like Contact, Account and Task.

By assigning Topics to records, relevant records can be quickly filtered and searched across objects or from the same object using list views or from global search.

When a specific topic is accessed, all related records can be viewed under related information.

The Topics for objects section in the set-up can be configured to enable Topics. You can customize further by writing triggers on Topics and Topic Assignment events.

If you’re not already using Topics in Salesforce, consider giving them a try to see how they can benefit your organization.

Password less login in Salesforce

Can you authenticate the user in Salesforce communities using just the the email or a phone number? Yes, this is possible using the login discovery page. Go to Settings -> All Sites -> Workspace (in your site) -> Select Administration -> Login and Registration. Set the login page type as “Login Discovery Page”

Login Page Type Setup

Allow the system to create a default login handler and set-up one of the System Administrator as handler executor. After you do the above setting change, on accessing the portal, you would be prompted with a simple UI asking you to enter the email or phone (no password prompted, but you have to set-up the password during the registration as a backup)

Login Discover Page Prompt

You give your email and submit, Salesforce sends you the verification code and on keying-in the verification code you would be automatically logged into Salesforce as the appropriate user connected to the email address.

For any advanced customization, modify the default handler to accomodate the changes needed. e.g. If you intend to use the email address in a different field in user profile table than in the standard Email field etc. Make a note that for using mobile based login, the system sends the verification code to your mobile number and you need the message credits purchased from Salesforce.

Without the above entitlement in place, you may not login with phone number. The developer license doesn’t provide the message credits.

Enforcing the community users to accept the T&C

Have you ever wondered how Salesforce displays a maintenance window notification as the first screen when you log in, or how to present important announcements or terms and conditions as the first step before allowing users to log in? Salesforce login flows can help you handle these requirements elegantly. By creating a flow and attaching it to the login experience of a specific profile, Salesforce ensures that the flow is executed as the first step before users can access the application. Alternatively, using a Visualforce page is also an option. To connect a flow or Visualforce page to a profile, visit Setup -> Identity -> Login Flows in the admin page.

With Salesforce login flows, the possibilities for customizing the login experience are endless. You can use a flow or Visualforce page to present new announcements to employees, customers, or partners, or enforce acceptance of new terms and conditions for portal usage. Additionally, you can create more advanced functionality, such as changing a user’s profile or adding or removing permission sets based on their choices, by running the flow or Visualforce classes in System mode. Salesforce login flows are a versatile solution that can be used to handle a wide range of use cases, including anything you can imagine, as a first step before users can access the application.

Getting to know the user device specifics of a Salesforce user

When a Salesforce user experiences a specific challenge on a particular device or browser, it can be difficult to replicate the issue in a test environment because of a lack of information about the device specifics. The user may not be tech-savvy enough to provide the necessary information. In these situations, the Setup -> Security -> Activations section can provide valuable insight into the device, OS, and browser information to help set up the environment and replicate the issue. For example, when logging in from a laptop or browser, the activations section provides information about the device (Mac), OS version (X 10_16_7), Salesforce mobile SDK version (10.1.0), the browser (Chrome), and Chrome version (105.0.0.0) used. Similarly, when accessing Salesforce from a mobile device (Salesforce1 app), details about the device type (iPhone), iOS version (16), Salesforce1 app build version (238.060) can be found. Understanding these details is an important first step in debugging, testing and resolving an issue that is a one-off case.

e.g. on what you see under activations

Identity Provider, Auth provider, SSO Settings and Connected App – Confusing?

An Identity Provider (IdP) in Salesforce allows you to configure your Salesforce instance as the provider of user authentication and validation for other applications. This means that if a user is successfully authenticated and validated by your Salesforce instance, they will also be granted access to other applications that utilize the IdP service.

An Auth Provider in Salesforce is a configuration that allows you to specify other external Identity Providers (IdPs) that are authorized to authenticate users to log in to your Salesforce instance. For example, if you set up Google as an Auth Provider, Salesforce will consider a user to be a legitimate user if they are successfully authenticated by Google. In this scenario, Salesforce acts as a Service Provider (SP). Salesforce has predefined Auth connectors that are built on OpenID, which can be used to connect to popular third-party IdPs like Facebook, LinkedIn, and Google. Additionally, if the IdP supports OpenID or OAUTH 2.0, you can define your own Auth Provider.

The SSO Settings in Salesforce allows you to configure your instance of Salesforce as a Service Provider (SP) for Single Sign-On (SSO) using the SAML authentication method. This setup involves configuring your Salesforce instance with information from the Identity Provider (IdP), which acts as the gatekeeper for user access to other organizations in a multi-org Salesforce environment. Additionally, the Just-In-Time (JIT) provisioning feature in SSO Settings enables the creation or updating of users in your Salesforce instance when they are authenticated by external systems. The registration handler in Auth Providers can also be used for JIT user provisioning when users are authenticated by external systems.

A Connected App in Salesforce allows external systems to connect to your instance for identity and resource access. It acts as a bridge for external systems to access the resources they need, and can be used for both Identity Provider and Service Provider functionality. The Connected App also includes a user provisioning wizard to manage user events such as creation, activation, and updates in other connected applications.

Setting the flow context

In Salesforce, there is a feature that allows you to run flows in a context of your choice. By opening a flow and clicking on the gear icon, you can access the “show advanced” option to set the value for the “How to Run the Flow” field.

Option 1 allows for dynamic flow execution based on how it is launched. If the user launches the flow through the Salesforce UI, it will run in the user context. However, if the system runs the flow as a scheduled job, it will run in the system context.

Option 2 allows the flow to run in the System context with data sharing rules respected, but without respecting user’s field level access controls. This means that the system can read and update all fields in a record as long as the record can be accessed by the user.

Option 3 allows the flow to run in the System context with access

Salesforce multi-factor authentication aka MFA (Q&A)

Question	Answer
How do you enable 2FA for all users?	“Session Settings” – Require multi-factor authentication (MFA) for all direct UI logins to your Salesforce org
How do you enable 2FA for selected users?	Using profiles / permission settings
How do you skip 2FA for selected users if you have enabled 2FA at the org. level	override for specific users using Waive Multi-Factor Authentication for Exempt Users at profile / permission settings
When SMS verification is prompted?	When the user logs in from a new IP / browser and his mobile no. is registered
What happens if the user hasn’t validated the mobile no?	OTP sent to the users email address
Is SMS or email verification an alternate to MFA	No. They are for different purpose
Would SMS or email verification prompted from a trusted IP range if defined	No
Can you set rules for approvals in the mobile authenticator?	Yes, IP based rules can be set for auto-approvals provided it is enabled in session settings
What happens if the user logs in from an unknown IP and also MFA is enabled	User has to enter the Mobile / Email OTP as well as approve using the authenticator apps.
How do you disconnect the user from the authenticator?	You can do it from the user settings so that the user can re-enroll in a new device
Is MFA mandatory?	For salesforce to be accountable for your instance security, Salesforce made MFA as mandatory otherwise salesforce may not be accountable for security risks

Are you using Territory Management functions in your CRM?

In my experience, one of the least adopted tools among customers deployed CRM for Salesforce automation is Territory management.

The features of today’s popular CRM software for Territory management are compelling as they greatly reduce the workload for managing record ownership and data visibility control, unlike in the past where Sales planning tools were not as advanced.

Many organizations that have extensively deployed CRM globally still use basic methods for assigning territories, where Accounts and Opportunities are directly linked to Sales Users. This can cause issues when there are changes in personnel or adjustments to territories, as it becomes difficult to reassign records to new teams and ensure proper visibility throughout the hierarchy

Territory management separates the connection between Sales team and Accounts/Opportunities in CRM, meaning that even if a Salesperson leaves the organization, the data remains intact as soon as a new person is assigned to the territory and the assignment rules are rerun.

Recent updates to popular CRM tools have added advanced planning capabilities to territory management, making it a more appealing feature. These capabilities include the ability to automate the assignment of salespeople to territories through rule-based assignments, tools for identifying gaps in territory assignments, linking quotas to territories and comparing performance, and the ability to make bulk reassignments of users to records during yearly planning or real-time runs to manage territory changes.

n my opinion, many CRM deployments do not make full use of the Territory management tool. I would suggest that CRM users take a closer look at the latest features offered in Sales Planning and Territory management in their CRM software, and consider utilizing these important features for Salesforce automation.

Switching to a Mac, My experience

I have been a long-time user of Windows operating systems, starting with MSDOS in college and continuing with various versions of Windows on my personal laptop. However, I recently switched to a Mac notebook due in part to my dissatisfaction with the poor performance of my Windows-based Lenovo laptop, which often experienced hardware and software issues.

I had previously been using Windows as my primary operating system, but after experiencing frequent issues with my Windows laptop, I decided to switch to a Mac notebook. While I was aware of the advantages of Mac for personal use, I had concerns about its compatibility with the business products and software that I regularly use. This blog is intended to provide insight for those considering making the switch to Mac.

Before discussing the specific benefits, I want to mention how the Mac has generally improved my professional experience.

·  One of the key benefits of using a Mac is that it is always ready to go. The moment you open the laptop and press the power button, all applications open instantly without any delay. This is a stark contrast to my previous experience with Windows, where it would take at least 10-15 minutes to get on a web conference call due to the slow boot and wake-up times, as well as slow application response. This was especially frustrating during early morning meetings.

·    The Mac is great at handling multiple meetings, both in-person and online, in succession. In the past, using a Windows computer would often result in delays and slow response times, making it difficult to make it on time to back-to-back meetings. Now, with the Mac, it only takes a couple of minutes to be ready for another meeting.

·    The charging capacity of the Mac is exceptional, allowing for long battery life of 8-10 hours. This eliminates the need to carry a charger around to meetings and eliminates the inconvenience of searching for charging points.

·    Third, it seamlessly integrates with my Apple ecosystem, particularly my iPhone. When both are connected to the same Wi-Fi network, I can easily manage my calls, messages, and voicemails from my Mac, rather than having to constantly search for my phone. This feature alone has greatly increased my productivity.

·    Lastly, it is very easy to use and connect with other devices. It automatically recognizes and connects to the appropriate audio and video equipment for meetings without any hassle.

As far as Business applications are concerned, this is how it works for me now.

·    As a company, we heavily rely on cloud technology. Therefore, I only need a web browser to access customer deliverables and it is not a problem, unlike my colleagues who may need specific software to access environments that are only supported on Windows. Our internal systems, including HRMS and email, are completely cloud-based, making this aspect easy and effortless

·    Microsoft Office apps are the second most important group of software. An Office 360 license can be transferred and used on a Mac without needing any additional licensing. Additionally, many users find that these apps perform better on Mac than on Windows. The user experience difference between the two platforms is minimal or non-existent.

·    Chrome is the third essential software for me. It’s an integral part of my web browsing experience on all devices, including laptops, desktops, mobile phones, and tablets. Chrome is fully compatible with Mac and offers all the features, including seamless access to bookmarks across devices and Chrome apps

·    n addition to the above, I am able to access many other apps through the Apple Mac App Store, such as Skype, Dropbox, and Google Drive, among others.

The catch here is that you must decide to switch to a Mac, which can be costly. It’s important not to waste money on a more expensive Windows laptop. Additionally, you will need to invest some time to learn the Mac’s user experience, which may take a week or two to become comfortable with

Walmart.com – Makes omnichannel experience a reality

Walmart, the famous American multi-national retailer doesn’t need an introduction to anyone, but probably their app / wamart.com needs one 🙂

While everyone is still figuring out their customer journey maps to provide a true omnichannel experience, Walmart seems to be one step ahead of all, leading this space leveraging its great offline assets (physical stores) and growing online presence(walmart.com)

Omnichannel is a jargon for “Seamless shopping experience whether the customer is shopping online from a desktop or mobile device, by telephone or in a bricks and mortar store” 🙂

For many of you who are not aware of Walmart’s online presence, it may be interesting to know that they stand No. 3 in e-retailing in the USA and do business worth ~$15 Billion annually.

Here are things I like about Walmart’s omnichannel experience.

• You can place an order online / app and pick the product from one of the retail stores or get it delivered at home (basics)
• Any product shipped to your home or picked from the store can be returned to any Walmart store and all purchase from online to offline adhere to the standard return policy of 90 days
• You can walk-in to a store and if you like a product but don’t find your sizesimply scan the bar code in your app and look for your size in walmart.com universe to get it shipped to your home right in the store.
• Load your credit card in your app, scan the QR code displayed in POS machine before billing starts and make the bill payment with the card stored in your mobile and do the purchase without taking your wallet to the nearby Walmart store
• The receipt of the offline purchase (along with other online) is in your mobile for your ready reference for an exchange / refund anytime in future and no hassles of searching around for bills to exchange / refund
• Receive store pick-up notifications on online orders as and when the status change from Ordered to “ready for pickup”
• Find out the nearest store in your app, set the one you like as your home store and get to know all info about the store from phone number to operation timings.

It is interesting to see how great technologies are converging to make true CX a reality.

I read in a recent article that Walmart is making a huge CAPEX investments in their offline assets and intend to leverage their true omnichannel experience to beat the number 1, you all aware of…

I would call this as a “Strategy” to build sustainable competitive advantage 🙂

Image Courtesy : http://www.mytotalretail.com/