Chatter Knowledge Portals

Written by ShamrockCRM on October 3, 2010 – 10:56 am

Chatter Chatter Chatter. All of the news lately is pretty much revolving around Chatter. There are multiple benefits, such as closer teams, better collaboration, passive tracking of data and now, Knowledge Portals.

Chatter Groups are a great way to segment your Salesforce users into different groups based on region, function, department, teams and more. This also allows you to have a communication platform specifically for them. For example, imagine you would like to rollout a new pilot group of users for customer complaint tracking, not sales like your existing users. What is the best way to form a community within Salesforce.com amongst them for change notifications, training information, useful documents and more? Chatter Groups of course!

When rolling out a new set of users, I like to setup a Chatter group specifically for them. I create the group, add all of the users, and pick and assign a “champion” for the group. The champion will be the person on the team responsible for motivating user participation in the group and posting announcements.

Once all of the users are assigned to the group, they can ask questions directly within the group and have them answered by people in their same team as opposed to mass posting questions that would essentially not be important to the other sets of users (e.g. customer support rep process issues broadcasted to all sales and marketing people).

Once the group is setup, I also post all training documents and useful material directly in the group. I make all announcements and “useful tips” in this group. Any time anything is posted, it will show up directly on their home page.

What a great way to communicate to one subset of users without bugging everyone else! This is a very simple, easy way to form a knowledge portal directly in Salesforce.com. You can create as many of these groups as you need.


Posted in Best Practice, Chatter, Salesforce.com, Training | Comments Off on Chatter Knowledge Portals

Salesforce.com S-Control Training Tips

Written by ShamrockCRM on December 22, 2008 – 9:27 pm

Another simple, but effective Salesforce customization with an S-Control.

Records in Salesforce.com are generally very bland and provide no direction as to what a User needs to do or needs to do next in the system.  I created an S-Control that will display whatever kind of HTML text that you would like directly on ANY record in Salesforce.com.  This text can be static or it can be constantly changing.  For example, you can coach a Salesperson along for each Opportunity Stage based on your Organization’s sales process.

You can detect that a User has not added any Products yet to the Opportunity and you can show them a HUGE red sign saying “Hey, it’s time to add a Product.  This is how…”

These can be placed anywhere on the screen, on any time of object, can say anything and can be based on any criteria.

salesforce.com training

Also, Instruct Users about individual fields!  The options are endless.

salesforce.com consulting and training

Obviously, this functionality could really enhance the User experience.  Everything will be a little less confusing, User adoption would increase, Users could be notified of recent functionality changes, their business process can be facilitated based on different criteria.

Contact me if this would interest you.


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Posted in Business Analysis, Salesforce.com, Training | 1 Comment »