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App of the Week – Watson Discovery for Salesforce

App of the Week – Watson Discovery for Salesforce

Remember back when IBM’s Watson became the champion of Jeopardy! Sure, it almost seems unfair to pit humans against data storage machines, but we did it anyway. Now, Watson has moved beyond trivia and is working to make our businesses faster, and smarter. Designed for Service Cloud users, Watson Discovery for Salesforce proactively identifies case resolving content and improves search results through continuous relevancy training, powered by machine learning. 

Watson Discovery for Salesforce is designed to give your agents the information they need to resolve customer cases quickly and efficiently, no matter where it lives, right from within the Salesforce Service Cloud

Check it out here!


The When and Why of Salesforce Communities Cloud

The When and Why of Salesforce Communities Cloud

Here’s the situation: your business has a number of great products/services. You are doing a robust business. And you have a whole bunch of customers contacting your support team every day asking for help. Of course, you are happy to support your customers in any way you can, but the sheer volume of calls and messages is beginning to overwhelm your support team and causing other operational slowdowns. So what do you do? Salesforce Communities Cloud!

people togeher. Communities Cloud

What is a Community Cloud?

Community Cloud is a Salesforce platform that gives companies the tools to create a branded online community to connect with customers, external partners and employees.

Customer communities can be used for many different needs, including:

  • Support and feedback
  • Qualifying leads
  • Tracking revenue
  • Discussion and collaboration
  • Providing product information and training
  • HR and IT information resources

The Salesforce Communities Cloud is a great addition to the Salesforce Service Cloud that can significantly streamline all of your service needs. Communities can function as many things: a portal, a help site, a support forum, and whatever your preferred iteration, Communities allows you to better engage and support your customer community. How so? Communities creates an interactive and secure online site where customers can log on to self-service any questions or issues they may have, access account information, or connect and collaborate with one another.

This has a couple of effects. First, it drastically reduces the number of cases your team has to handle. It gives your community an easy way to find solutions without sitting on hold for hours. Finally, it allows a better way to engage the community, increase support and build trust among your client base.

Getting Started

So now you might be thinking, yes, it sounds nice to have a vibrant and comprehensive online portal and community, but we don’t have the time or budget to create something like that! Good news, Salesforce Communities Cloud is designed to be easy to set up. In fact, many communities are up and running in as little as 30 days!

Communities come with a number of different, scalable templates to make development a breeze. No coding is necessary, custom components can easily be integrated and everything can be customized, on brand, and totally mobile-ready.

Finally, Communities comes built to seamlessly integrate with Salesforce CRM data, such as leads, accounts, activities, and opportunities. No time-consuming processes, or wonky integrations here.

Benefits of Communities Cloud

Business group with thumbs up in an office

So now we come to the fun part. We have told you that the community cloud solves for a number of common service issues, but the community cloud is about more than just making things easier for your support and service teams. Below we have listed a few of the other benefits you can see from using Communities Cloud:

Improved Customer Relationships

You can populate your online hub with just about anything that will help your customers, such as tutorials, FAQ’s, databases of questions and answer and even allow them connect with each other and your company. The more resources and content-rich you get, the better your customers can have a self-guided experience that lets them find all the info they need! Not only does it deepen your relationship with the customer, but it builds trust, dependability, accessibility and improves customer loyalty in the long run.

Better Feedback

A hidden gem of Communities Cloud is that it allows you to research your products, and get all sorts of feedback and use cases directly from your customers!

By observing your community’s natural behavior, you can easily find out the biggest sources of satisfaction and dissatisfaction, what new features your base is hoping to see, and what issues or questions are the most common (pointing the way to items that should be fixed)

Save Money

Which part of management doesn’t like saving money?

In the end, providing quality customer service and support takes time and resources. So, by having a quality portal that lets customers self-solve their issues, you will free up many of these resources to be used elsewhere. This results in a significant reduction of expenses. For example, in England, it’s estimated that a popular online community for diabetes patients has saved the National Health Service over a million dollars each year in hypoglycemia cases alone.

Additionally, because a quality community hub better establishes your reputation, builds customer loyalty and increases engagement, companies often see an increase in sales and long-term customer retention as a direct result of activity within their community!

Who Should Use Communities Cloud?

An online community isn’t just for B2C companies. Just about anyone who is already using Salesforce Service Cloud will benefit from Communities. No matter your business, you can make your service and support much more pro-active and timely with Communities.

-Ryan and the CloudMyBiz Team


If a highly customizable community solution sounds like something that would help your business, drop us a line. CloudMyBiz works with you to develop and implement the best possible community, custom tailored to your business’ unique needs.

Contact Us


Do You Have Salesforce Chatbots?

Do You Have Salesforce Chatbots?

Einstein Bots Are Here!

With the most recent release of Salesforce, (Summer ‘18) Einstein Bots are now generally available. Einstein Bots are customizable chatbots that simulate human conversation with either text or talking. No, these are not little AI robots running around inside your computer but is a program that used tree-based logic and keywords to give smart, intuitive responses to the questions it receives.


Based in the Service Cloud, Einstein Bots are a great tool to better help and serve your customers. Chatbots are perfectly suited for performing repetitive tasks, like resetting passwords and checking on order statuses, which in turn frees up your live agents to focus on more complex tasks. These handy bots could potentially save you many hours each and every day, that could be better spent on other tasks. What’s more, a simple chatbot can be built by just about anyone with just a little instruction.

Click here to learn more!

-Ryan and the CloudMyBiz Team


App of the Week – Valuable Service and Sales Insights with FullStory

App of the Week – Valuable Service and Sales Insights with FullStory

If you or your company could use some help troubleshooting client app issues, or want to gain valuable usage insights for your sales team, take a look at FullStory. FullStory gives you the ability to watch and understand how customers use your product by recording and replaying every on screen click, swipe and scroll. All of these interactions are then stored on the user’s Salesforce profile. 

FullStory lets support agents and sales reps see where customers stumble, guide product demos, co-browse in live time, and definitively answer questions.

Check it out here!

App of the Week – Streamline support with the Case Merge Solution for Salesforce

App of the Week – Streamline support with the Case Merge Solution for Salesforce

Case Merge Solution

If your team uses the Salesforce Service Cloud to manage internal or client support requests, you know how easy it is to receive, manage, and resolve challenging issues in record time. But with the ease of creating Cases through email and portal, duplicates can become a serious problem and slow the process of closing tickets. Communications get lost, follow-ups are missed, and no one is happy. Wouldn’t it be great if there was an easy way to find duplicate Cases and merge them together to ensure nothing falls through the cracks?  Case Merge Solution has you covered.

“Case Merge Solution” enables authorized users to find duplicate cases on the basis of subject and merge them, Child objects such as comments, attachments , emails are cloned to master case and the duplicate case status is changed to Closed as Duplicate.