Launching our new support portal

Launching our new support portal

Finding support can be difficult… so that is why we have launched our support portal.

The idea is that people will be able to help themselves before checking in with us. For many people, this ‘instant result’ saves them a load of time.

However, there will still be many times when you do need our personal support, so, for our customers, it is possible to raise new cases.

But… won’t that mean learning ANOTHER username and password? Fortunately, that answer is ‘no’.
As long as you have your own Salesforce instance and we have you as a contact in our system then you don’t need a password at all.
(For those of our customers who do not have Salesforce, we can still set you up, but you will need a username/password.)

The portal is at support.cloud-genius.com

Here is a video on how to access the Knowledge articles:

Access Knowledge Articles

Here is one on how to log in (without a password), raise and monitor a case.

Raising Cases

This is a new venture… so while we have been having our techies check everything out… I am sure you will find some things that could be improved. I would love to hear from you!

Carry People on the Journey

Carry People on the Journey

I was always told to carry people on the journey…

So we are starting a new journey with Salesforce. Over the years we have gathered a lot of useful knowledge. A lot of this is for us to use internally – within the company, but we also have a lot of information that is good for questions about Salesforce and Event Bridge.

So we now have a knowledge portal: https://cloudgeniusltd.force.com/support/s/

At the moment, it lets folk find out information. In the near future it will let people submit cases and track progress.

We are getting very excited, as it should help us to serve our customers better.

Of course, the other part of implementing this ourselves is so that we can help our customers implement it to help out their organisations.

How do I know how well we are doing?

How do I know how well we are doing?

What on earth are they doing?

One of the scariest moments of going from being a successful ‘minion’ to a manager is that moment when you realise that you don’t know what is happening.

You can look very carefully at the folk you are managing, but you cannot watch every mouse click and keyboard tap and screen flick. You don’t want to be one of those managers who thinks that you can do everything better than your staff. A manager who micro-manages, picks up on every detail of every piece of work done by their staff.

This situation is unpleasant for the staff, unpleasant for the manager and inefficient, as every piece of work is being done twice.

Similarly, how do you know what is happening with your resources? Are your finances in a good state? Is money coming in?

For charities there are questions like… did the people who donated last year donate this year? If not, why not?

If they did give this year, did they increase their donation?

So many questions, so little time.

To manually go through every piece of data takes forever.

That is why I am running the next Salesforce Lunch and Learn. To look at reports…

In Salesforce, once you have written a report, it will keep on running with current data. So you can run it against the last 3 months of data and it will update so that no matter what data you run it on, you will get the last 3 months of data.

Within the Salesforce Non Profit Success Pack there are a number of reports that are particularly aimed at donations and comparing this year to previous year.

21st October from 12noon to 12:45 we will be looking at these reports and how you can use them.

Book Here is where you can sign up.

Use the code SALESFORCE to get your ticket for free. (This is to stop the ‘bots signing up and taking the valuable places.)

See you there.

More free Salesforce Training!

More free Salesforce Training!

How do you learn best?

There used to be a trope that some people were visual learners, some people learned best by hearing, some people learned best by reading, while others were kinaesthetic – they learned best by doing. While that seemed like a sensible set of categories, modern psychology has entirely debunked the theory!

It turns out that we all learn best from a mixture of learning styles.

So here are some resources…

It has long been known that Salesforce has an amazing set of resources available. They are called ‘Trailhead’. Even better they are free of charge for anyone. If you want to learn how to write a report, or train yourself up as a Systems Admin, all the resources are there. There are even ‘soft skills’ such as change management and the like.

https://trailhead.salesforce.com/

It really is great and you get (virtual) badges.

People are social – learn with others

Even with all these resources, the majority of people that I speak with do not get to use them. Why? Well, most people don’t like studying on their own. They like to do things together. They like to ask questions of an instructor.

It is for this reason that I started ‘Lunch and Learn’. It is a high-quality, 45 minute time for you to ‘sharpen the saw’. In other words get your skills up-to-date, so that you can get the things you need to do done more easily.

I have put a price on the training… £5. However, if you read this article you can get the September training for only £0. That’s right, for free!

Even better, the code to get the free tickets is easy to remember: salesforce

Just go to the Cloud Genius website: https://cloud-genius.com and on the booking form click ‘Enter promo code’ and use the code above.

See you then! Next course is on 16 Sept 2021.

Making your Transactional Emails less…errm… Transactional

Making your Transactional Emails less…errm… Transactional

Do you ever look at a friend, who you think has been the same for for many years, and suddenly think… they look older/fatter/thinner/different? For so long they look the same. You see them every day. They always look the same. Then you notice that there has been a huge shift. It has happened over many years, but you notice it as a single jump?

Well, I noticed that with my emails. For many years we have been sending out our Customer Satisfaction (CSAT) questionnaires through Salesforce Classic templates. They do the job, but they are ‘transactional’. Meaning that they are just barely good-looking enough to be sent to clients. It is possible to create anything with them, as they are HTML, but at some effort and expense.

On the other hand, we send out our ‘marketing’ emails through Campaign Monitor. This has a lovely editor that makes producing beautiful emails a joy. However, they are marketing emails, so if people have not given us permission they do not receive them. For many years, Campaign Monitor has had ‘Transactional Emails’, but the coding to get them to work seemed to be a lot of effort.

Then, like noticing the change in a friend, I noticed that the integration we use has a feature called ‘Smart Emails’. This gives the ability to use Campaign Monitor for our transactional emails EASILY.

In a few minutes, I created a Campaign Monitor template and replaced our outdated CSAT email. A thing of beauty! Even better, it registered a task against the client every time one of the questionnaires was sent out. Instead of a horrible link to click, the client is presented with a beautiful button.

Our CSAT response rate has improved since switching to the new transactional emails

As everyone knows, with emails response rate is one of the most important metrics.

Techy bit: even mapping fields from Salesforce to the emails is a cinch!

Our transactional emails now look as beautiful as our marketing emails!

If you would like to find out more (and use Salesforce and Campaign monitor, or would like to), let me know on this form