Is Your Workplace Advanced Enough for Gen Z?
The pandemic has accelerated the digital transformation of the workplace in many ways, but the real pressure to modernize is coming from the younger generation of workers: Gen Z. This…
Coveo for Salesforce
5 Case Swarming Best Practices (in Slack)
Trying to find some case swarming best practices? Let’s start by thinking about what your customers want. There’s a reason 72% of customers say they prefer self-service. When done right,…
Coveo for Service Spring ‘22 Release: Q&A with Ezmie Bouchard
While you’re focused on making effortless digital experiences for your customers and employees, we want to make that process effortless for you. Coveo’s Spring launch for Service includes capabilities that…
Customer Data Platform vs. Relevance Platform: Differences, Pros, and Cons
If you’re involved with marketing ops for a Salesforce shop, you might be familiar with Salesforce Interaction Studio. It’s a robust customer data platform (CDP) that enables personalized customer experience…
How to Turn Your Salesforce Community into a Case Deflection Engine with AI
How can you turn your Salesforce Community into a case deflection engine? Let’s back up a little. Thanks to the global pandemic, consumers increasingly expect a top-notch virtual customer experience;…
Upgrade Your Salesforce Chatbot with Artificial Intelligence
You never know when you’ll find yourself chatting up a chatbot. I recently went to the SiriusXM support site to find resolution for a streaming issue, when I encountered the…
How Coveo Helps Salesforce Users Stay in the Flow of Work
I have some good news for teams using Salesforce in service and support. But first, a flashback. Disclaimer: I’ve never worked as a service rep or support agent. During my…
Why Salesforce Lightning Community Builder Is Still a Game-Changer
Ever since the debut of Salesforce Portals (re-architected and renamed “Communities” in the Summer ‘13 release), Salesforce Community Cloud has grown in popularity and capability. As organizations look to provide…
The Intelligent Way to Bring Your Enterprise (Content) into Salesforce
If you’re looking for a philosophical, view-from-thirty-thousand-feet take on enterprise digital transformation, this isn’t it. Nor is this another post waxing lyrical about artificial intelligence (AI). Instead, my task is…
Slick B2B Commerce Experiences: 5 Ways Salesforce and Coveo’s AI Help You Make Huge Strides
In lauding Salesforce B2B Commerce in its Forrester Wave: B2B Commerce Suites Q2 2020 report, analysts Joe Cicman and Emily Pfeiffer highlighted how Salesforce made “huge strides in search through…