In this episode we look at Cases – the core object of the Salesforce Service Cloud. We start by covering how you can use Cases to track issues, questions or requests to resolution. We discuss some of the special features that are only available in Cases as well as the different methods you can use…
In this episode of ShellBlack Whiteboard we look at the Household Data Model – a method you can use to leverage traditional Accounts and Contacts in Salesforce to sell B2C (Business to Consumer). I briefly cover other options that are available from Salesforce to support B2C selling such as Person Accounts and FSC (Financial Service…
Back in August of 2013, the YouTube channel of ShellBlack Whiteboard episodes went live. The ShellBlack Whiteboard was a then new video series that explained the foundational concepts you need to know when working with Salesforce. I started recording the videos because I wanted to present Salesforce topics in the same manner in which I…
The London Tube has a friendly reminder every time you use their services. They always say “Mind the Gap.” This is meant to remind you that there is a physical gap between the platform and the tube. The gap doesn’t prevent the usage of either item, but does provide a nifty space to lose change,…
When working with my Clients I’m reminded that part of my job is to sound like your high school gym teacher and drill the fundamentals of Salesforce every day – over and over and over. I tend to keep emphasizing best practices, because as an Admin, you’re going to rely on this foundation of knowledge…
ShellBlack.com is proud to announce that we will be a Platinum Sponsor of Texas Dreamin’ for 2017. This year’s inaugural event will be at the Driskill hotel in the State’s capital city (604 Brazos St, Austin TX 78701), and will run from Thursday May 11 to Friday May 12, 2017. So what’s all the fuss…
2017 is here, and for many of us, that comes with New Year’s resolutions. As a Salesforce Administrator, you could tackle a lot of things. You could do some long overdue housecleaning and go through that ever-growing folder of reports and delete the ones that never get used. You could be slightly more ambitious and…
Sunday – Travel Day I’m off to my fourth MVP Summit. Sunday starts with a mechanical issue with my plane. After sitting on the tarmac we return to the gate and board another plane. I’ll be lucky if I make my dinner date tonight with Geraldine Gray, Jason Lawrence and Garry Polmateer (my co-presenters for…
Note: Pardot was renamed in April 2022. The new name is Marketing Cloud Account Engagement Over the last six months we’ve started using Pardot internally, and that experience has certainly brought us a different perspective on the Pardot implementation process. The wisdom gained during that time, coupled with our prior client implementations has helped us…
There, I said it. I know many of you have been thinking it as well as the writing has been on the wall since Dreamforce. Did you not see the signs along the way? Almost all Salesforce product presentations have been in the Lightning Experience since Dreamforce Release Notes are now making the point that certain…