Serious Insights for Admins cover art

Serious Insights for Admins

By: Kristi Campbell
Listen for free

  • Summary

  • Join our Host and Salesforce MVP, Kristi Campbell, as she discusses all the Salesforce-related topics Admins want to know about.
    Copyright Cirrus Insight 2022. All Rights Reserved.
    Show More Show Less
Episodes
  • How to Optimize Field Service Work with Martin Humpolec

    How to Optimize Field Service Work with Martin Humpolec
    Nov 21 2022
    Episode DescriptionWhen we think of field service work, we usually think of the cable guy or someone coming to turn on the power at our home. That’s the most obvious use case for Salesforce Field Service, an extension for Service Cloud.But Field Service does so much more. Its easy optimization allows easy connectivity to other programs like Sales Cloud, so your technicians can upsell customers on the job. And purchasable consoles for positions like contractors and dispatchers are fully loaded with tools to make your team’s life easier and your customers happier.On this episode of Serious Insights for Salesforce Admins, Host Kristi Campbell, Senior Salesforce Admin & Salesforce MVP, talks all things Field Service with Martin Humpolec, Senior Salesforce Consultant at PwC Czech Republic.Listen to this episode to learn: How Field Service optimizes schedulingHow to use Field Service to work with contractorsWhy industry experience will help you learn Field Service ##Episode Summary When we think of field service work, we usually think of the cable guy or someone coming to turn on the power at our home. That’s the most obvious use case for Salesforce Field Service, an extension for Service Cloud. But Field Service does so much more. Let’s say you’re getting new blinds installed for your windows. Field Service can dispatch a service worker to come to your home to measure your windows — and upsell the customer on a set of blinds while there. That sale will be sent back to Sales Cloud, and a salesperson will be scheduled to come out for the install.From sales to scheduling technicians and even hiring contractors — it’s all done easily within Field Service. It’s also easy to implement and use, especially for admins already experienced in the industry. For those without experience, they can try the Field Service game available through Trailhead, or hire someone like Martin Humpolec, a Salesforce consultant at PwC Czech Republic.“If you do have experience in this area, there's definitely a benefit, because you can really consult with the customer and advise them,” Martin says. “The technical implementation is potentially easy, but the business knowledge behind [it] might be tricky.”Martin joined Host Kristi Campbell, Senior Salesforce Admin & Salesforce MVP, on this episode of Serious Insights for Salesforce Admins to talk about the ins and outs of Field Service. ##Key Takeaways Field Service accounts for — and optimizes — everything. Salesforce’s Field Service extension for Service Cloud does more than just help your company dispatch service workers. It allows you to create a smoother and more pleasant experience for both the customer and your team. That’s because Field Service accounts for everything — the time it takes for a technician to travel to the destination, conduct the job and take care of the paperwork after the job is done. Purchasable consoles for specific roles like dispatchers and technicians make it easy to optimize schedules and solve unexpected problems.Field Service is for more than just dispatching technicians.Field Service simplifies your life. When you purchase the extension, it includes all other clouds and options you might need, and easily optimizes with other clouds you might already own.This allows your company to do so much more than just provide service. For example, if a technician is dispatched to measure a customer’s windows for blinds, they could also upsell the customer on the spot through Sales Cloud.For aspiring Field Service admins, industry experience helps.  Field Service isn’t a program that general Salesforce admins would necessarily learn as an add-on to their Salesforce proficiency. It’s niche — and not as many companies buy it.That’s why it makes sense for those who already have industry experience to become a Field Service admin. It also helps to have a background in how the industry works, since you will be dealing with things like scheduling and dispatching technicians and, at times, working directly with customers. ##Featured Guest: Martin Humpolec of PwC Czech Republic💥 What he does: Salesforce Senior Consultant at PwC Czech Republic, a professional services firm that offers consulting, strategy management and more.💻 PwC Czech Republic on the web: Twitter | LinkedIn 🔗 Martin on the web: Twitter | LinkedIn | Trailblazer🧠 Martin’s big idea: “If you do have experience in this area, there's definitely a benefit, because you can really consult with the customer and advise them. And it's not just the technical implementation, because I would say the technical implementation is potentially easy, but the business knowledge behind [it] might be tricky.” ##Episode Highlights  Key excerpts from the episode transcript💡 What’s the difference between Field Service and Service Cloud?[09:38] “Field Service focus[es] on the field, people in a field [who] need to travel to the job. That's something ...
    Show More Show Less
    47 mins
  • Experience Cloud 101 with Jarrod Kingston of IBM

    Experience Cloud 101 with Jarrod Kingston of IBM
    Nov 9 2022
    Episode DescriptionOn today’s episode of Serious Insights for Salesforce Admins, we’re talking about a tool so universal that we believe all intentional admins should learn how to use it: Experience Cloud.“Experience Cloud is something that any admin should frankly learn. A great way to do it is [to] build your own site and share what you're doing,” says Jarrod Kingston, Solution Engineering Leader at IBM and a master at using Experience Cloud to its full potential.Experience Cloud does a lot more than cultivate relationships and improve experiences for your customers — it’s a platform that can foster community.Jarrod joins Host Kristi Campbell, Senior Salesforce Admin & Salesforce MVP, on this episode of Serious Insights to talk about how Experience Cloud can help companies grow, and what to expect in the future as Salesforce continues to add features.Listen to this episode to learn: The many use cases of Experience CloudHow Experience Cloud makes licensing simpleWhy all admins should know how to use Experience Cloud ##Episode Summary It’s no secret that Salesforce has developed a lot over the years. There are now specialized products or platforms for just about any sector that may find it useful, from automotive to finance. But on today’s episode of Serious Insights for Salesforce Admins, we’re talking about a tool so adaptable and universal that we believe all intentional admins should learn how to use it: Experience Cloud.Experience Cloud does a lot more than cultivate relationships and improve experiences for your customers. With available features like help centers, account and partner portals, and flexibility for creating your own personalized features or layering other products, it’s a platform that can foster community among your team as well as your customers.“Experience Cloud is something that any admin should frankly learn. A great way to do it is [to] build your own site and share what you're doing,” says Jarrod Kingston, Solution Engineering Leader at IBM and a master at using Experience Cloud to its full potential.Jarrod joins Host Kristi Campbell, Senior Salesforce Admin & Salesforce MVP, on this episode of Serious Insights to talk about how Experience Cloud can help companies grow, and what to expect in the future as Salesforce continues to add features. ##Key Takeaways Experience Cloud can meet your needs. One of the best things about Experience Cloud is its flexibility. There are plenty of options for both a web developer who wants to add custom features on the backend and an admin in control of the design. It features tons of ready-made templates and layout options to correspond with your company’s needs and branding. Experience Cloud also easily integrates with other programs your company may be using, like Lightning Experience and Lightning Web Runtime (LWR).Experience Cloud goes beyond experiences — it helps create community.  When we think about “community” in the Salesforce space, the first thing that comes to mind is something like Trailblazer. But what if we could share that community experience with our customers?That’s exactly what Experience Cloud does. It’s a platform that’s easy for both admins and customers to use, allowing your organization to grow into it over time. With everything from account portals to help centers that will enable your team to smoothly communicate with customers, it’s made for building community.Learning Experience Cloud is the perfect starting point for intentional admins.  Experience Cloud is flexible and has a wide range of use cases, which is why it’s such a useful tool for intentional admins to learn. Mastering a universal tool Experience Cloud will make you a standout candidate for just about any company that uses Salesforce.Jarrod recommends a number of helpful resources for mastery, including Phil Weinmeister’s guide to Experience Cloud and courses available on Pluralsight.##Featured Guest: Jarrod Kingston of IBM💥 What he does: Solution Engineering Leader at IBM.💻 IBM on the web: Twitter | LinkedIn 🔗 Jarrod on the web: Twitter | LinkedIn | Trailblazer🧠 Jarrod’s big idea: “I think Experience cloud is something that any admin should frankly learn. And yeah, a great way to do it is [to] build your own site and share what you're doing.” ##Episode Highlights  Key excerpts from the episode transcript💡 What is experience cloud?[04:11] “When it originally came around, Salesforce saw the need for this portal-type environment, where a customer could log in and interact with their data, in essence, but within this Salesforce framework [...] It was this very basic portal experience, old Salesforce tabs, kind of the old Aloha environment look and feel. And then it really took off with the introduction of Community Cloud, which really blew things out of the water as far as what it used to be. And of course, just like Salesforce likes to do, they renamed it Experience Cloud, ...
    Show More Show Less
    35 mins
  • Why Specializing is a Strong Career Move, with Daneille Laffey

    Why Specializing is a Strong Career Move, with Daneille Laffey
    Nov 4 2022
    Episode DescriptionRemember the days when you bought software on a CD, put it into your computer, and that was it? The application was there, no bits and bobs, plain and simple.Some programs are still like that — but not Salesforce. But that’s what gives it a competitive edge, and it’s why consultant Danielle Laffey recommends Financial Services Cloud to her clients.“They have all that structure put in place. And then, for you to be able to configure [and] customize on top of that, as opposed to writing code, has been fantastic,” Danielle says.In this episode of Serious Insights for Salesforce Admins, we’re talking with Danielle about all things Financial Services Cloud.Listen to this episode to learn: How Financial Cloud aggregates dataWhy Salesforce’s flexibility matters for financial clientsWhy you shouldn’t be a ‘Salesforce generalist’ ##Episode Summary Remember the days when you bought software on a CD, put it into your computer, and that was it? The application was there, no bits and bobs, plain and simple. It’s easy to get nostalgic for the past, especially when looking at the Salesforce ecosystem today, which has been so heavily built out — but that’s also what makes it so attractive. Its customizable and configurable nature is what makes Salesforce different, and it’s the reason advisor Danielle Laffey recommends it to her clients.“They have all that structure put in place. And then, for you to be able to configure [and] customize on top of that, as opposed to writing code, has been fantastic,” Danielle says.As a consultant at Silverline, Danielle deals with large financial institutions that are thinking about making the jump to Salesforce Financial Services Cloud (FSC). FSC simplifies and speeds up processes like applying for loans or making big financial decisions because it pairs easily with other systems to create huge sets of data. On this episode of Serious Insights for Salesforce Admins, Host Kristi Campbell, Senior Salesforce Admin & Salesforce MVP, goes deep on FSC with Danielle. They also discuss the state of the Salesforce ecosystem and how admin career paths are changing. Don’t forget to check out Silverline’s blog, which covers everything from the Trailblazer community to understanding different fields.##Key Takeaways Financial Services Cloud aggregates all the information you need.Salesforce’s Financial Services Cloud (FSC) is designed to pull data from systems that can be manually linked or pulled from public data sources, simplifying lead-gathering work for services like applying for a loan.It can also be layered with Salesforce Industries Cloud, which pulls information from different systems to create one big data model complete with Flows, to be used by anyone from a customer service rep to a bank account holder.Milestones make financial planning easier — and help foster relationships. The financial world is all about relationships. FSC helps cultivate those relationships with the life events and business milestones feature, which allows you to input important financial events like having a baby or buying a house. That way, your agent can see when your child is turning 16 and can help you plan well in advance for necessities like car insurance or college loans. It can also be paired with the Einstein functionality, which offers insights and product recommendations to customers.It’s becoming more and more difficult to be a Salesforce generalist.  A decade ago, it made a lot more sense to be a Salesforce generalist and dip your toes into every new feature that was released. These days, the Salesforce ecosystem is growing beyond that possibility. The best way to further your career is to focus on one area of Salesforce, like business or finance, and become an expert. Industry specialists turned admins are becoming more common. ##Featured Guest: Danielle Laffey of Silverline💥 What she does: Senior Salesforce solutions architect at Silverline, a Salesforce consulting company.💻 Silverline on the web: Twitter | LinkedIn 🔗 Danielle on the web: Twitter | LinkedIn | Trailblazer🧠 Danielle’s big idea: “You have nuances in your career and your skill set that no one else has. And so making sure that you're taking that information, and being able to apply it to whatever your new job is, is fantastic.”##Episode Highlights  Key excerpts from the episode transcript💡 The move to Salesforce is a big jump for large institutions.[06:11] “These types of transformations, typically, they are larger institutions most of the time. And so the change management portion and being able to flip everything over takes a lot longer, they're very expensive. They've already pulled in all this time and energy into some of their processes from before so they're a little nervous [...] so I think bringing that baby boomer generation up to speed with some of it has also been a little bit of a challenge.”💡 Financial Services Cloud ...
    Show More Show Less
    33 mins
Economics
Show More Show Less

What listeners say about Serious Insights for Admins

Average Customer Ratings

Reviews - Please select the tabs below to change the source of reviews.

Audible.com.au reviews

Amazon Reviews
No Reviews are Available
In the spirit of reconciliation, Audible acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.