The New Features of Service Cloud in Salesforce.com Summer 16 include the enancements in Field Service, Console Changes, Social Customer services and some other minor changes. Salesforce.com is now releasing most of the new improvements in Lightning version only and hence most of the new features are released only in Lightning.
Here are some of the major changes to Service Cloud in Salesforce.com Summer 16 release:
Field Service Enhancements
Field service was released in previous version. Now additional features have been released for Field Service:
- Knowledge articles can be added to Work Orders
- Field Service Lightning is now GA. In this a dynamic scheduling console with smart scheduling capability based on technician skill level, travel time, location, and other service factors can be made
- Milestones on Work Orders can be created which will help you link entitlements to work orders. (Available only in Lightning Experience)
- Work Order Hierarchy can be created
If you are a Salesforce.com ISV vendor and have an app listed on Appexchange – the Salesforce.com app marketplace – you may be coming up with the new releases few times in a year. Are you maintaining release notes of the application properly? In the post we will be discussing the advantages of having the good release notes and how to prepare them.
Zoho CRM is one of the popularCustomer Relationship Management (CRM) tool for small business. Worldwide many SMBs use Zoho CRM to manage their customer facing processes. This article explores some of the best practices for effectively using Zoho CRM.
If you are in the process of setting up a new CRM consulting practice or business then this article has few takeaways for you. Having worked with some of the CRM consulting startups – helping them manage their non customer facing processes – we have come up with our recommendations for building an effective CRM consulting practice. We have helped many of our clients grow from a “Single person” consulting business and transform into a “Multi location, Multiple Consultant team” practice within a short period. 
Have you encountered the requirement where you want to assign all Even numbered records to one person and all Odd records to another? Here is a simple solution using the workflow rules that can help. You can use this on custom objects or even on objects that do not have Assignment rules. The requirement can also mean assigning the alternate records to two persons. This is similar to Round Robin assignment to two persons using workflow rules.
Salesforce.com Lightning User Interface has been launched two releases ago. Lightning Experience is the new modern UI of Salesforce.com with some new features that are only available in Lightning. Many of the items that were not available in initial release are now available. However there are still some feature that are not available in Lightning UI and may pose a speed-breaker if your company is considering moving to the Lightning User Interface. This post is targeted for Salesforce.com administrators and may contain some technical terms that an end user may find difficult to understand. 
This article is for you if you are a new ISV vendor or you are new to Salesforce.com Security Review process. If you are planning to submit your app for security review – here are few items that you must consider before submitting your app.
If you have a Salesforce.com consulting business – you may be interested in working with an offshore partner. The reasons could be taking the advantage of low costs in offshore markets or having an expert team to quickly work on your projects or it could be that you want a partner to take care of development / programmatic customizations while you focus on client engagement. Whatever is your reason – in this post we will be exploring some of the qualifications you should look for in an offshore partner before you select one.
