DF2UFL 2012: Visual Workflow for Sales and Service Clouds

Visual Workflow Using Visual Workflow to Enhance

the Sales and Service Clouds

Riptide Software

Keith Sadler & Kapil Dua

What is Visual Workflow?

Use Cases

Sales Cloud

Service Cloud

Advantages of Flow Designers

Which Designer should I use?

Sales Cloud Flow demo

Desktop Designer features

Service Cloud Flow demo

Cloud Designer features

Q&A

Agenda

Business Process Automation Designer

*Provides forms to capture and manage data

*Provides scripting for end users

*Performs calculations

*Apex Callouts for complex logic

*Email notifications

Drag and drop (Visio-like) interface

*Clicks - not code!

*Easily embeddable

*Custom Tabs

*Visualforce Pages

*Salesforce Sites

Capture data and take action in Salesforce

*Create Records

*Look-up Records

*Edit Records

*Delete Records

What is Visual Workflow?

Sales Cloud

*Inbound/Outbound Telesales

*Call scripting

*Guided selling

*Reduced training

*Face to Face

*Rich Visualforce interface for presentation

Flow Use Cases

Sales Cloud Results

* Decrease in customer life cycle

* Increase in customers contacted

* Consistent brand messaging

* Transparency for management

* Decrease in start up time for employees

Flow Use Cases

Flow Use Cases

Service Cloud

*Multi-step forms for online self-service and trouble shooting guides

*Helps guide user to find solutions to specific problems

*Gives clients the ability to reach out without speaking with staff

*Allows internal employee efficiency

Flow Use Cases

Service Cloud Results

* Decrease in support resources needed

* Increases customer engagement

* Decreased resolution time

* Decreased talk time

* Increased self resolutions by customers

Advantages of Flow Designers

Desktop Designer

Convert Leads

Sub-Flow Support

Validate Flow

Flow Simulator

Copy & Paste

Cloud Designer

Native to Salesforce

Uses Standard Formula Engine

Rich Interface

Less Complexity

Quicker deployment

Potential Risks

Desktop Designer

No lead conversion without code

No flow validating

No support for sub-flows

Cloud Designer

Not native to Salesforce – No upgrades

More complex

Must upload to Salesforce

Cannot edit flow in Salesforce

Flow – Which Way to Go?

Desktop Designer

* If lead conversion is necessary the desktop version has built in element

* Use for complex flows as this supports the use of:

* Sub-Flows (one flow to another)

* Flow Validation (will it work?)

* Flow Simulations (end user view)

Cloud Designer

* Use for flows with less complexity, which will not benefit from sub-flows

* Use if you need editable flows to be stored in Salesforce

Sales Cloud Demonstration Visual workflow which will assist in guided selling for a field agent

Service Cloud Demonstration Visual workflow which will assist a customer navigate through online support

Why Implement Flow?

Increases Internal Efficiency Data management

Automates creating, editing, and deleting Salesforce records

Send the right records to the right people

Reduces training efforts

Manage flows without IT support Control flows with clicks not code

Enhances Customer Support Help Now!

Guides end-user to optimal solution

Community Resources

Salesforce Desktop Flow Designer Workbook

Salesforce Visual Workflow Webinar

Salesforce Cloud Flow Designer Workbook

DeveloperForce Page – Get your own demo org

Salesforce Flow Designer Comparison

Thank YOU!