What should you do if you want to deliver more value with Salesforce? You’re sitting on top of one of the most powerful platforms in the world, and you know there’s more potential to be unlocked. But big ideas often come with big project timelines and even bigger budget requests, so you're always waiting for someone else's approval to make a real impact.
The good news is that you don't have to wait. Some of the smartest improvements don't actually require a new tool or a new budget at all. They're already sitting inside your Salesforce instance, paid for and waiting to be activated! In this blog, we'll show four features that you might not have considered, but will definitely benefit from.
Before we dive into the specifics, let's talk about a shift in mindset. Many companies fall into the trap of best-of-breed: buying specialized, standalone tools for every little problem.
On paper, it makes sense. You want the best possible solution, and surely it'll pay for itself in the long run. In reality, it often creates a messy web of integrations that is expensive and difficult to maintain.
The alternative is a Best-of-Platform approach, where you master the tool you already have and pay for. This lets you simplify your tech stack, create a true customer 360 view, and maximize the ROI of your biggest investment.
Picture the following. There's a faulty product or a service outage, the phone starts ringing, and it never seems to stop. As hundreds (or thousands) of customers try to reach you about the same issue, your team gets overwhelmed.
Instead of treating each call as a new case, you can use Incident Management to link them all to a single, central record. This gives your team a massive efficiency gain, so they can manage the crisis from one place and send out mass updates with ease.
If your agents are spending too much time answering the same simple questions, a self-service portal would definitely help. But that would be a massive web development project with a matching price tag... or not?
The truth is, your license likely includes Experience Cloud, which allows you to launch a basic, effective portal with FAQs and knowledge articles surprisingly quickly. It’s one of the fastest ways to drive case deflection and free up your agents for more complex issues!
In most contact centers, the rule tends to be “first come, first served.” That means that your most valuable client, who represents a large part of your revenue, has to wait in the same queue as someone with a minor query.
With Entitlements, you can set up rules to automatically identify and prioritize cases from your most important customers. It just takes a simple toggle to activate, but it has a huge impact on VIP satisfaction and long-term loyalty. Definitely a quick win we'd recommend!
You're probably sending out CSAT or NPS surveys already, but scores are just numbers. They don't give you the context to understand why a customer is happy or not.
By using the built-in Feedback Management tools, you can trigger surveys at critical moments in the customer journey. This will help you start understanding sentiment and give you the right insights to make real improvements.
The four features we've discussed in this article are just the beginning. The key is knowing where to look and how to connect these technical capabilities to real business value.
If you need a hand figuring out which quick wins will have the biggest impact on your organization, let's have a chat. We can help you build the business case and get it done.
