What is the true cost of inefficient workflows?

Everyone talks about productivity. But few businesses ask what inefficient workflows are really costing them.

Inefficient workflows are one of the most overlooked costs in business operations. They don’t just slow teams down — they drain resources, delay decisions, and create friction across departments. In this blog, we explore what inefficient workflows really cost your business and how better systems can drive smarter, more scalable results.

From delayed approvals to lost leads, inefficient workflows can quietly drain time, money, and morale — without making much noise. The impact might not always be visible in a single report, but over weeks and months, the costs add up. And when they do, growth slows.

Let’s take a closer look at the hidden price of broken processes — and how automation can turn things around.

1. Wasted time: The most expensive cost you can’t see

Your team is smart and capable — but how much of their time is spent on repetitive, low-value tasks?

Whether it’s manually moving data between systems, tracking status updates across email threads, or recreating the same documents from scratch, time spent on busywork is time not spent on strategic priorities. Multiply this by your entire team, and it adds up quickly.

⏱️ A study by Salesforce found that employees spend 30% of their time on non-essential tasks that could be automated.

2. Slow responses = missed opportunities

Imagine this: A high-intent lead comes in, but your sales team only follows up two days later — because the lead wasn’t routed properly or got buried in someone’s inbox. The result? Opportunity lost.

In customer service, slow case routing or resolution can damage trust. In marketing, delays in campaign approvals can throw off entire timelines.

Speed matters. And inefficient workflows slow you down exactly when you need to act fast.

3. Errors and rework: When broken processes break everything else

Manual processes often lead to human error. Think of incorrect data entries, forgotten steps, or outdated versions of a document being sent to a client.

Every error means more time spent fixing mistakes, clarifying information, or redoing work — which impacts not just efficiency, but also customer satisfaction and brand reputation.

4. Team frustration and burnout

Few things are more demotivating than working in a system that feels broken.

When employees have to constantly chase information, navigate clunky tools, or repeat the same steps without understanding why, frustration builds. Over time, that leads to disengagement — and even attrition.

Efficient workflows aren’t just about performance. They’re also about making your team’s work feel meaningful and manageable.

5. Inefficient workflows = Lack of visibility and control

When processes live in spreadsheets, inboxes, or people’s heads, it’s hard for leaders to see what’s really happening. That makes it difficult to spot bottlenecks, measure performance, or optimize workflows.

Automation introduces structure and transparency. With Salesforce, for example, every step of a process can be tracked, measured, and refined over time — giving you better control over your operations.

From friction to flow: The case for automation

The good news? These challenges are solvable.

By mapping out your business processes and identifying points of friction, you can start to design smarter workflows that are:

• Automated (no more manual status updates),
• Standardized (everyone follows the same steps),
• Trackable (real-time visibility into what’s happening).

Salesforce Flow, for instance, allows you to create intuitive, no-code automation that eliminates repetitive tasks, reduces errors, and accelerates work across teams.

Real efficiency = time + clarity + focus

Efficiency isn’t just about doing more in less time. It’s about creating space for what matters: building relationships, making strategic decisions, and delivering value to your customers.

Every minute saved through automation is a minute gained for higher-value work.

Is it time to rethink your workflows?

If your team is drowning in manual tasks, moving slowly, or working with unclear processes — it’s costing you more than you think.

Businesses often underestimate the true cost of inefficient workflows — but recognizing and addressing them is the first step toward sustainable growth.

At Target Everest, we help businesses analyze, design, and automate their Salesforce workflows to unlock speed, structure, and growth. Let us help you turn friction into flow.

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In today’s fast-paced digital landscape, businesses need more than just data — they need intelligent insights that drive action. Enter Salesforce Einstein: the AI-powered layer built directly into Salesforce CRM that empowers organisations to sell smarter and serve better. 

From automating manual tasks to generating predictive insights, Salesforce Einstein is transforming how businesses approach both sales and customer service. Here’s how your team can take full advantage of what this technology has to offer. 

What is Salesforce Einstein? 

Salesforce Einstein is an artificial intelligence engine embedded within the Salesforce ecosystem. It combines machine learning, natural language processing (NLP), and predictive analytics to help businesses make faster, data-driven decisions. 

Rather than replacing human input, Einstein enhances it — automating repetitive tasks, surfacing actionable insights, and enabling teams to focus on what matters most: building relationships and closing deals. 

How Salesforce Einstein Boosts Sales 

Accurate Sales Forecasting 

Einstein leverages historical sales data and customer behaviour to generate highly accurate sales forecasts. This helps sales managers predict pipeline health, allocate resources effectively, and make informed strategic decisions. 

Smarter Lead Prioritisation 

With Einstein Lead Scoring, your sales reps no longer need to guess which leads are most likely to convert. Einstein analyses patterns in past interactions and assigns a score to each lead based on its likelihood to close, allowing teams to focus on high-potential opportunities. 

Personalised Product Recommendations 

Einstein analyses previous purchase history, browsing behaviour and preferences to suggest relevant products for each customer. These personalised recommendations increase upsell and cross-sell opportunities and create a more engaging customer experience. 

Enhancing Customer Service with Einstein 

24/7 Support with Einstein Bots 

Einstein Bots provide automated, real-time assistance to customers, resolving common issues and answering FAQs around the clock. This not only improves response times but also reduces pressure on customer service teams. 

Sentiment Analysis 

By analysing the tone and language of customer messages, Einstein can detect emotions such as frustration or satisfaction. This allows agents to prioritise escalations and offer more empathetic responses, improving overall service quality. 

Intelligent Case Recommendations 

Einstein reviews a customer’s history and suggests the most appropriate next steps or support articles. This ensures faster, more accurate resolutions and contributes to a more seamless service experience. 

Einstein Analytics: Smarter Decisions Through Data 

Sales Performance Insights 

With Einstein Analytics, sales teams gain access to detailed dashboards that highlight individual and team performance. These insights help identify what’s working — and where there’s room for improvement — in real time. 

Opportunity Identification 

Einstein doesn’t just report on past activity; it uncovers new opportunities before they’re even on your radar. With predictive analytics, your team can proactively reach out to customers at the right moment. 

Personalising the Customer Experience 

AI-Driven Marketing Campaigns 

Salesforce Einstein enables marketers to create campaigns tailored to each customer’s behaviour and preferences. Whether it’s a personalised email journey or dynamic content on a landing page, Einstein ensures relevance at every touchpoint. 

Virtual Assistants for Better Engagement 

Virtual assistants powered by Einstein can provide fast answers, guide customers through processes, and offer context-aware suggestions based on individual customer data — all of which enhance the overall customer experience. 

Implementing Salesforce Einstein in Your Organisation 

Train Your Teams 

To fully harness the power of Einstein, your sales and service teams need to understand its capabilities. Investing in training ensures your staff can use these tools effectively and with confidence. 

Integrate with Your Salesforce CRM 

Einstein works best when seamlessly integrated with your existing Salesforce CRM. This allows for consistent, centralised data usage across departments and boosts the accuracy of AI-powered insights. 

Embrace Automation 

Start by automating low-value, repetitive tasks like lead scoring or handling simple service queries. This frees up your team to focus on high-impact work, increasing productivity and customer satisfaction. 

Final Thoughts 

Salesforce Einstein represents a significant step forward in the way businesses manage customer relationships. By combining intelligent automation with deep personalisation, Einstein empowers your teams to work smarter, respond faster, and deliver more value. 

Whether you’re looking to refine your sales strategy, scale your service operations, or provide exceptional customer experiences, implementing Salesforce Einstein can give your business the edge it needs to stand out in a competitive market. 

Ready to make smarter decisions with Salesforce Einstein? Let’s talk. 

Generative AI is everywhere — in headlines, product launches, and boardroom discussions. It’s the shiny new tool everyone’s talking about. But when it comes to real-world business value, many still ask: What does generative AI actually mean for CRM?

Let’s move beyond the buzzwords and explore how this powerful technology is transforming customer relationships — not in theory, but in practice.

The Shift: From Data Storage to Dynamic Engagement

Traditional CRMs have focused on collecting and organizing customer data. Generative AI is changing that by adding intelligence and creativity to the mix.

Instead of just storing information, a CRM enhanced with generative AI can:

• Compose personalized email content based on user behavior
• Generate smart follow-up suggestions for sales reps
• Create tailored marketing journeys in minutes
• Summarize conversations and extract key insights from interactions

In other words, it turns data into action — fast, scalable, and personalized. Rather than waiting for a marketer to build a campaign from scratch or a rep to dig through notes, the AI assists in real time, enabling faster and more relevant engagement.

More Than Automation — It’s Intelligent Enablement

Basic automation saves time. Generative AI takes it further by adding contextual intelligence.

For example:

• A service agent doesn’t just get a macro — they get an AI-suggested response tailored to the customer’s tone and history.
• A marketer doesn’t just segment users — they receive content drafts optimized for specific personas and channels.
• A sales rep doesn’t just get reminders — they get suggested talking points or next actions based on pipeline patterns and deal risk indicators.

Generative AI doesn’t replace people — it empowers them. It frees up human capacity for judgment, relationship-building, and strategic thinking, while AI handles the repetitive or data-heavy tasks. That’s a major mindset shift from automation to augmentation.

Redefining Personalization at Scale

CRM systems have always promised personalization. But delivering truly relevant, timely, and engaging experiencesacross thousands (or millions) of customers? That’s been nearly impossible — until now.

Generative AI enables:

• Real-time content generation based on individual profiles and behavior
• Next-best-action recommendations powered by predictive models
• Adaptive journeys that shift dynamically as users engage

A key example is campaign variant generation: instead of A/B testing two subject lines, marketers can test 20 versions generated by AI, tailored to different segments. This allows for hyper-personalized engagement at scale, something human teams could never achieve alone.

And because AI continuously learns from interaction data, those experiences evolve and improve over time — becoming more relevant, more effective, and more human-like.

Trust Still Matters: AI Must Be Responsible and Transparent

With great power comes great responsibility. As generative AI tools become more embedded in CRM workflows, companies must ensure:

• Data privacy and compliance (especially with sensitive customer data)
• Human oversight of AI-generated outputs
• Bias detection and mitigation in AI recommendations and language

Customers won’t tolerate AI that feels intrusive or impersonal. Nor will regulators. Responsible AI practices are not just about ethics — they’re critical to sustaining trust and brand reputation in an increasingly AI-powered environment.

Getting Started: How to Approach Generative AI in Your CRM Strategy

The possibilities are exciting — but don’t try to do everything at once.

Start with high-impact, low-risk use cases like:

• Auto-generating marketing content for emails or ads
• Using AI for summarizing service interactions
• Implementing AI-powered lead scoring in sales

Make sure every use case is connected to a clear business goal (e.g., saving time, increasing engagement, improving customer satisfaction). Collaborate with key stakeholders early, and treat AI as a strategic partner, not just a technical upgrade.

Over time, generative AI will reshape how you think about CRM — not as a database or a toolset, but as a living, learning system that evolves with your customers and your business.

The Real Value of Generative AI in CRM

Generative AI isn’t just a flashy trend. It’s a fundamental shift in how we manage customer relationships.

From marketing and sales to service and beyond, generative AI has the potential to:

• Enhance productivity
• Improve customer satisfaction
• Accelerate time-to-market
• Drive measurable business outcomes

But only if we move beyond the hype — and start using it with purpose.

CRM is no longer just a system of record. With generative AI, it becomes a system of intelligence, creativity, and action.

Ready to unlock the power of AI within your Salesforce environment?
We help ensure that intelligent features aren’t just available — but actually create real value for your business.

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Agentforce World Tour Lisbon 2025: An Immersive Journey into the AI-Powered CRM Revolution 

On June 4, 2025, Lisbon hosted one of the year’s most anticipated events: the Agentforce World Tour Lisbon. Held at the Lisbon Congress Center, this dynamic gathering brought together business leaders, tech innovators, and AI enthusiasts to explore the future of customer relationships in the age of Salesforce Autonomous AI Agents. 

Event Highlights: 

Innovation at the Core 

Live demos and hands-on workshops showcased how generative AI and autonomous agents can boost business productivity and transform CRM experiences by working seamlessly alongside human teams. 

Real Success Stories 

 
Top companies from various industries shared their practical use cases and results after adopting Agentforce solutions to streamline operations and increase customer engagement. 

Inspiring Speaker Line-up 

 
The event featured outstanding speakers, including: 
Ana Rita Ramos (Associação Nuvem Vitória), Miguel Barreto Pontes (Banco BPI), André Sousa (IBG Global), André Garcês (Perrigo), Armando Santos (CGD), Bruno Oliveira (Coverflex), Carla Cruz (CGD), Cláudia Carvalho (Portugal Duty Free), Hélio Branco (Despomar), Hugo Gonçalves (Sumol Compal), Inês Rosa (Vila Galé Hotels), Joana Rabello (Worten Portugal), José Peixoto (Haitong Bank), Mariana Romão (Wells Portugal), Mariana Henriques (INDASA), Mário Grilo Ferreira (CGD), Paulo Pereira (MEO), Raul Novais (INDASA), Rui Palma (Floene), Rui Rosa (Grupo Barraqueiro), and Telmo Gomes (ASCENDUM). 

Target Everest’s Participation

Target Everest, known for its deep Salesforce expertise, made a strong presence at the event as a trusted implementation partner. The company highlighted its successful track record in delivering tailored CRM solutions powered by AI, helping organizations unlock new levels of efficiency and customer success. 

We were thrilled to welcome so many participants at our stand — it was a real pleasure to get to know your unique journeys, explore your goals, and hear more about the challenges and ambitions that drive your organizations. Engaging in these conversations inspires us to keep delivering impactful, results-driven Salesforce solutions. 

In Summary

The Agentforce World Tour Lisbon 2025 was more than just a tech event — it was a bold vision of what the future holds for CRM and business innovation. With AI at the forefront, organizations are now empowered to work smarter, serve faster, and engage customers like never before. 

📸 We’re also sharing below some snapshots from the event — we had a wonderful day and enjoyed every moment!

👉 If you’re interested in exploring how we can support your company with Salesforce solutions, feel free to fill out the form and we’ll get in touch shortly!

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1. Introduction to Automation with Salesforce 

In an increasingly digital and competitive business environment, efficiency is crucial. Companies are constantly looking for ways to streamline operations, reduce manual effort, and improve productivity. Salesforce, a leading CRM platform, offers powerful automation tools designed to enhance business processes and free up teams to focus on strategic initiatives. 

Automation within Salesforce allows businesses to eliminate repetitive tasks, minimise errors, and create seamless workflows. Whether it’s automating lead qualification, customer interactions, or report generation, implementing automation correctly can transform the way companies operate. 

2. Benefits of Process Automation 

Investing in process automation with Salesforce brings several key advantages: 

• Reduction of Manual Tasks & Errors: Automated workflows eliminate the need for repetitive data entry, reducing human error and ensuring data consistency. 

• Time Efficiency: With automation, teams can redirect their focus from administrative tasks to strategic decision-making and customer engagement. 

• Consistency & Standardisation: Automated processes ensure that all tasks follow the same set of rules, maintaining compliance and improving service quality. 

• Scalability: As businesses grow, automation ensures that operations remain efficient without the need for excessive manual intervention. 

3. Key Salesforce Automation Tools 

Salesforce provides a range of tools to help businesses automate workflows and processes. Some of the most commonly used include: 

• Salesforce Flow: A visual workflow automation tool that allows users to create and optimise business processes without the need for complex coding. 

• Apex: A programming language that enables the development of custom automation for more sophisticated business needs. 

• Einstein Automate: AI-driven automation that enables intelligent process optimisation, making workflows smarter and more efficient. 

4. Common Use Cases for Automation 

Automation within Salesforce is widely used across different business functions. Here are some of the most impactful applications: 

• Lead Scoring & Qualification: Automating the qualification of leads based on predefined criteria ensures that sales teams focus on high-value prospects (Using Marketing Cloud Account Engagement Cloud).

• Automated Reports & Dashboards: Businesses can schedule automatic report generation to ensure real-time visibility into performance metrics. 

• Follow-up Emails & Notifications: Automating follow-ups help maintain timely and personalised customer engagement. 

• Case Management Automation: Support teams can streamline customer service by assigning cases based on workload and expertise. 

5. Implementing Automation in Salesforce 

Adopting automation in Salesforce requires a structured approach to ensure smooth execution and maximum impact: 

1. Identify Processes to Automate: Evaluate existing workflows to determine which tasks are repetitive and time-consuming. 

2. Choose the Right Tool: Depending on the complexity of automation, select the most suitable Salesforce tool (Flow, Apex, etc.). 

3. Design & Build the Workflow: Develop automation processes that align with business objectives and operational needs. 

4. Test & Optimise: Conduct testing to refine and improve automation workflows before full deployment. 

5. Monitor & Adjust: Continuously measure performance and make necessary adjustments to optimise efficiency. 

6. Challenges of Automation 

While automation brings numerous benefits, there are also challenges that businesses need to consider: 

• Understanding Existing Processes: Automation is only effective when applied to well-structured workflows. Poorly designed processes can lead to inefficiencies. 

• Over-Reliance on Automation: While automation is a powerful tool, some tasks still require human intervention to maintain a personalised customer experience. 

• Change Management: Implementing automation requires businesses to train employees and ensure smooth adaptation to new workflows. 

7. Measuring Efficiency & Productivity 

To determine the success of automation, businesses should track relevant Key Performance Indicators (KPIs), such as: 

• Task Completion Time: Measure how much time is saved through automation. 

• Error Reduction Rate: Track improvements in data accuracy and consistency. 

• Process Completion Rate: Monitor how effectively automated workflows are functioning. 

• Employee & Customer Feedback: Gather insights from users to refine and improve automation strategies. 

In conclusion, Salesforce automation is a game-changer for businesses looking to boost efficiency, productivity, and scalability. By leveraging the right tools and best practices, companies can create seamless workflows that reduce manual workload and enhance overall performance. 

If you’re ready to optimise your Salesforce processes, we are here to help.  

Let’s explore how automation can drive success for your business! 

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Achieving sales growth in today’s competitive market requires more than just a great product or service. Companies need efficient processes, data-driven strategies, and the right technology to stay ahead. This is where Salesforce comes in – helping businesses optimise sales operations, boost productivity, and drive revenue. 

But how exactly does Salesforce impact sales growth? Let’s dive into the key benefits and numbers behind it. 

How Salesforce Drives Sales Growth 

1. Revenue Growth Through Smarter Selling 

Salesforce enables businesses to increase revenue by streamlining sales processes and providing real-time insights. Companies using Salesforce report an average 25% increase in revenue,¹ thanks to AI-powered forecasting, automated follow-ups, and a 360-degree view of customer interactions. 

With all sales data centralised, sales teams can track leads more effectively, personalise their approach, and close deals faster. This data-driven approach not only increases revenue but also ensures that businesses are making the most of every sales opportunity. 

2. Productivity Gains with Sales Automation 

One of the biggest barriers to sales growth is inefficiency. Sales reps often spend too much time on administrative tasks rather than focusing on selling. Salesforce addresses this challenge with workflow automation², CRM integrations, and AI-driven recommendations. 

Businesses using Salesforce experience a 29% increase in sales productivity³, as automation helps sales teams: 

• Reduce time spent on data entry 

• Automate lead scoring and follow-ups 

• Streamline pipeline management 

By eliminating repetitive tasks, Salesforce allows sales teams to dedicate more time to building relationships and closing deals – directly impacting sales growth. 

3. Improved Customer Retention for Sustainable Sales Growth 

Attracting new customers is important, but retaining existing ones is equally crucial for long-term sales growth. Studies show that increasing customer retention by just 5% can boost profits by up to 95%⁴. 

Salesforce empowers businesses to deliver personalised customer experiences that drive loyalty. Companies using Salesforce see an average 26% increase in customer retention⁵, thanks to features like: 

• AI-powered insights that anticipate customer needs 

• Personalised communication based on past interactions 

• Automated follow-ups to maintain engagement 

By keeping customers engaged and satisfied, businesses can generate more repeat purchases and positive referrals – two essential drivers of sustainable sales growth. 

4. Reducing Costs While Increasing Efficiency 

Driving sales growth isn’t just about increasing revenue – it’s also about improving efficiency and reducing unnecessary costs. Many businesses struggle with high IT expenses, fragmented systems, and outdated processes that slow down their sales teams. 

Salesforce provides an all-in-one platform that helps businesses streamline operations and cut costs. Studies show that companies using Salesforce experience: ⁶

• 25% reduction in IT costs by consolidating sales, marketing, and customer support tools into a single platform 

• 27% lower support costs due to automated customer service and self-service options 

• 23% faster sales cycle times, allowing sales teams to close deals quicker 

These efficiency gains free up resources that can be reinvested into scaling sales operations, leading to greater sales growth. 

5. Data-Driven Decision Making for Smarter Sales Strategies 

A key driver of sales growth is the ability to make informed, data-backed decisions. Salesforce provides advanced analytics and AI-powered forecasting tools that enable businesses to track performance, predict trends, and refine their sales strategies. 

Companies using Salesforce report⁷: 

• 32% improvement in forecast accuracy, helping sales leaders plan effectively 

• 28% increase in conversion rates due to AI-driven insights 

• 22% better sales pipeline visibility, allowing teams to manage opportunities more efficiently 

With access to real-time data, businesses can identify their best-performing sales tactics, adjust their strategies, and continuously improve their sales growth trajectory. 

In conclusion, Salesforce has proven to be a powerful catalyst for sales growth, helping businesses increase revenue, boost productivity, enhance customer retention, and reduce costs. 

By leveraging Salesforce’s automation, AI-powered insights, and data-driven strategies, businesses can optimise their sales processes and drive long-term success. 

If you’re ready to accelerate your sales growth, it’s time to take action. Let’s make it happen together! 

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1. Source: https://www.salesforce.com/news/press-releases/2022/11/07/companies-report-cost-savings-with-salesforce ↩︎
2. Source: https://www.salesforce.com/eu/blog/guide-to-automatic-workflows ↩︎
3. Source: https://www.salesforce.com/eu/blog/guide-to-automatic-workflows ↩︎
4. Source: https://hbr.org/2014/10/the-value-of-keeping-the-right-customers ↩︎
5. Source: https://hbr.org/2014/10/the-value-of-keeping-the-right-customers ↩︎
6. Source: https://www.salesforce.com/news/press-releases/2022/11/07/companies-report-cost-savings-with-salesforce/ ↩︎
7. Source: https://www.salesforce.com/content/dam/web/en_us/www/images/form/pdf/pdf/state-of-sales-report-salesforce.pdf ↩︎

In an increasingly digital world, businesses are leveraging AI-driven solutions to enhance customer engagement, streamline operations, and boost efficiency. Within Salesforce, two of the most widely used automation tools for customer interactions are Chatbots and AI Agents. 

While both solutions aim to automate conversations and improve response times, they have fundamental differences in terms of capabilities, adaptability, and long-term value. Understanding these differences is crucial for businesses looking to implement the right solution for customer service, sales, and overall digital transformation. 

Chatbots: Efficient but Limited 

Traditional chatbots function based on predefined rules and structured workflows. They are designed to follow scripts and automate repetitive tasks, making them particularly useful for: 

• Answering FAQs – Providing quick responses to common customer questions. 

• Tracking Orders – Allowing customers to check order status in real time. 

• Scheduling Appointments – Automating bookings and reservations efficiently. 

• Basic Troubleshooting – Offering step-by-step guidance for standard issues. 

By handling these simple yet time-consuming tasks, chatbots help businesses reduce the workload on human agents, ensuring that customer service teams can focus on more complex issues. 

However, chatbots have notable limitations: 

• They struggle when faced with unexpected or complex queries. 

• They lack context awareness, making conversations feel repetitive or robotic. 

• They provide static responses, as they do not learn from past interactions. 

Since chatbots are entirely dependent on pre-programmed rules, their ability to adapt to unique customer needs is minimal. While they are effective for structured and repetitive interactions, they fall short when deeper engagement and personalised communication are required. 

AI Agents: The Next Evolution in Customer Service 

AI Agents represent a significant advancement in customer interaction automation, moving beyond the limitations of traditional chatbots. Powered by machine learning (ML) and large language models (LLMs), AI Agents offer a far more intelligent and adaptable solution. 

Some of the key benefits of AI Agents include: 

• Context Awareness – AI Agents retain memory from past interactions, enabling more personalised and seamless customer experiences. 

• Natural Language Processing (NLP) – They understand complex queries, interpret nuances, and generate dynamic responses. 

• Multi-Channel Support – AI Agents can function across live chat, voice assistants, email, and messaging apps. 

• Continuous Learning – Unlike chatbots, AI Agents improve over time by learning from each interaction. 

• Advanced Automation – They integrate deeply with Salesforce, allowing automation of tasks like lead qualification, case resolution, and predictive recommendations. 

With AI Agents, businesses can automate customer engagement at scale while maintaining a high level of personalisation and accuracy. Instead of providing generic, scripted responses, AI Agents can understand intent, analyse customer history, and predict future needs – leading to improved customer satisfaction and retention. 

Key Differences Between Chatbots and AI Agents 

For companies seeking more than just basic automation, AI Agents provide a scalable, intelligent, and future-proof alternative. 

Does It Still Make Sense to Invest in Traditional Chatbots? 

With AI-powered solutions evolving rapidly, traditional chatbots are becoming less attractive for businesses that require dynamic and adaptive automation. However, in some cases, they may still serve a purpose, particularly for: 

• Small businesses with budget constraints – Chatbots offer a lower-cost entry point into automation. 

• Companies with limited automation needs – Businesses that only require basic customer support functions may find chatbots sufficient. 

• Highly structured customer interactions – If customer inquiries are predictable and repetitive, chatbots may still be a viable option. 

That said, the shift towards AI-driven automation is clear. Businesses looking to stay ahead of the competition, improve customer experience, and optimise operations are increasingly investing in AI Agents. 

For organisations leveraging Salesforce, AI Agents offer a smarter, more connected, and more efficient approach to automation – seamlessly integrating into existing workflows and enhancing both customer and employee experiences.  

Want to learn more about how to set up a chatbot in Salesforce? Check out our step-by-step tutorial here: How to Create a Chatbot with Salesforce 

Final Thoughts 

If a business only requires basic, rule-based automation, chatbots may still be a practical option. However, for companies aiming to deliver smarter, more personalised, and scalable customer interactions, AI Agents represent the next step in digital transformation. 

As a Salesforce Implementation Partner, Target Everest helps businesses implement AI-powered solutions that drive efficiency, automation, and customer satisfaction. 

Interested in transforming your customer experience? Get in touch to learn how AI Agents can enhance your Salesforce strategy. 

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Activating Digital Engagement in Salesforce

• Go to Salesforce Setup (gear icon in the top-right corner).
• In the search bar, type “Digital Engagement Settings”.
• Enable Digital Engagement to access messaging channels such as WhatsApp.

Setting up WhatsApp in Salesforce

1. In Salesforce Setup, search for “Messaging Settings”.
2. Click the “New Channel” button to add a new WhatsApp channel.

3. Select the WhatsApp channel

4. Follow the instructions to configure the WhatsApp number. You will need to log in to connect to your Meta account.

Creating an Einstein Bot

1.  Setting up and creating Einstein Bots in Salesforce 

1.1. In Salesforce Setup, search for “Einstein Bots”.

1.2. Select “Bot Builder”.

1.3. Enable the Einstein Bots functionality in the top-right corner.

1.4. To create a new bot, click the “Create a New Bot” button.

1.5. Select the type of bot you want. In this example, we will choose Enhanced Bot.

1.6. Select the language you want the chatbot to recognise. You should also specify the name of the chatbot.

1.7. Configure the Welcome Message to be displayed at the beginning of the conversation with the bot. Optionally, you can define up to 3 dialogue options for the bot to present as a menu.

2. Define Intents and Conversation Flow.

2.1. Create the bot dialogues (the automated responses the bot will provide) by configuring intents and conversation flows.
2.2. The Einstein Bot uses Process Builder or Flow Builder to map these interactions. Ensure that your conversation flows are well-defined to handle the most common questions and responses effectively.

3. Integration with WhatsApp

3.1. After configuring the bot, navigate to the Messaging Channel menu.
3.2. Select WhatsApp as the desired channel and associate it with the Einstein Bot

Testing and Activating the Bot on WhatsApp

1.  Testing the Bot

1.1 Use Omni-Channel or a sandbox to test the bot, ensuring it responds appropriately and the conversation flow functions correctly.

2. Activating the Bot

2.1. Once testing is complete and the bot is working correctly, activate the bot in the production environment.

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Salesforce Service Cloud ensures post-sales customer support goes beyond closing a deal—it’s key to building lasting relationships, driving satisfaction, loyalty, and repeat business.

A well-executed post-sales strategy positively impacts your brand reputation, increases customer retention, and fosters referrals. With the right tools, post-sales support can transform from reactive problem-solving to proactive relationship management. 

Why Post-Sales Support Matters 

Post-sales customer support is essential for maintaining trust and satisfaction. It extends beyond the transactional relationship, creating opportunities to delight your customers and reinforce their decision to choose your business. A thoughtful approach to post-sales support also drives customer loyalty and word-of-mouth referrals. 

How Salesforce Service Cloud Elevates Post-Sales Support 

Salesforce Service Cloud provides businesses with tools to deliver exceptional post-sales experiences. Its features enable efficient processes, data-driven insights, and personalised interactions to strengthen customer relationships. 

Efficient Case Management 

Service Cloud centralises case tracking, helping your team resolve customer issues efficiently and with ease. Each case is tracked from start to finish, ensuring no request is overlooked. By simplifying case management, Service Cloud empowers agents to focus on resolving issues quickly and effectively. 

Complete Customer Insights 

With a 360-degree view of customer interactions, your team can understand the full context of a customer’s journey and provide personalised solutions. Access to comprehensive insights ensures that support teams deliver tailored responses that meet customer needs. 

Automation for Proactive Support

Automation is a game-changer for post-sales support, enabling businesses to deliver proactive and timely assistance. 

Simplify Repetitive Tasks 

Automate follow-ups, notifications, and case updates with Salesforce Flow, reducing manual errors, costs and ensuring timely responses. This streamlines workflows, allowing your team to dedicate more time to complex issues. 

AI-Powered Assistance 

Leverage chatbots and AI to answer FAQs, handle routine issues, and free up agents to focus on complex cases. AI tools enhance efficiency while maintaining a high level of customer satisfaction. 

Continuous Improvement Through Feedback 

Gathering and acting on feedback is crucial to refining post-sales strategies. 

Gathering Valuable Insights 

Service Cloud makes it easy to collect customer feedback through surveys. This helps you measure satisfaction and pinpoint improvement areas. Customer feedback provides actionable insights to guide strategic decisions. 

Data-Driven Decisions 

Advanced analytics track post-sales performance, uncover trends, and guide you in refining support strategies for even better results. This enables a data-backed approach to enhancing customer satisfaction. 

Personalised Customer Experiences 

Personalisation enhances the post-sales journey, making customers feel valued and understood. 

Tailored Support 

Offer customised solutions based on customer preferences and past interactions, creating a more engaging and satisfying experience. Tailored support builds trust and strengthens customer relationships. 

Individualised Journeys 

Design unique post-sales journeys that align with customer needs and behaviours, strengthening loyalty. Personalisation fosters deeper connections and encourages repeat business. 

Seamless Integration with Salesforce Ecosystem 

Integrating Service Cloud with other Salesforce solutions enhances operational efficiency and collaboration. 

Sales Cloud Integration 

Align sales and support data, ensuring your teams work from the same customer insights for a unified experience. Integration streamlines processes and ensures consistency. 

Marketing Cloud Synergy 

Integrate marketing efforts with customer service to deliver targeted promotions and updates based on support history. This connection ensures that marketing campaigns are informed by customer interactions. 

Empowering Your Team 

A well-equipped team is crucial to delivering exceptional post-sales support. 

Agent Training 

Equip your team with the skills and knowledge needed to maximise Service Cloud’s potential and deliver top-tier support. Ongoing training empowers agents to meet customer expectations. 

Resources On-Demand 

Provide access to rich documentation and tools, enabling agents to resolve queries quickly and confidently. Accessible resources improve efficiency and customer satisfaction. 

Strengthening Relationships 

Post-sales support is an opportunity to nurture lasting customer relationships. 

Proactive Engagement 

Anticipate customer needs and follow up after purchases to address concerns before they escalate. Proactive engagement shows customers you value their experience. 

Relationship Management 

Use Service Cloud to nurture long-term relationships, turning customers into loyal advocates for your brand. Strong relationships drive loyalty and encourage referrals. 

Salesforce Service Cloud revolutionises how businesses approach post-sales support, turning it into a competitive advantage. With streamlined processes, proactive automation, and personalisation, your business is primed to exceed customer expectations in 2025 and beyond. Ready to transform your customer support? Let’s make it happen together! 

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Salesforce is a customer relationship management platform that helps businesses manage sales, customer service, support, marketing, among other things. Salesforce features enable data centralisation, process automation, and offers metrics that help improve business efficiency and personalisation in customer service. 

Here are the top 10 Salesforce features you need to know to help boost your business: 

Account and Contact Management 

Salesforce helps store detailed information about customers and contacts, including interaction and communication history. With data centralisation, all customer information, including history, is kept in one place, making the team more efficient, as they have accessible and organised data, helping with quicker decision-making. It also helps with customer segmentation, where data makes it possible to personalise interactions based on each customer’s history. 

Sales Opportunities 

With Sales Opportunities, it is possible to track and manage the progress of potential sales from the beginning to the closing stage. This allows for a clearer and more detailed view of the sales pipeline. 

Lead Management (Intelligence View) 

With lead management, it is possible to track, manage, and qualify leads, improving efficiency in converting prospects into customers. This enables more efficient lead qualification, helping to identify and qualify leads with the highest conversion potential. Additionally, communications and activities carried out by the sales team with the leads are monitored, ensuring a more consistent follow-up, thus improving the conversion process by prioritising the most promising leads. 

Sales Forecasting 

This Salesforce feature is excellent for predicting future revenues based on opportunity data and sales history. These projections help estimate future revenues, enabling managers to plan strategies based on reliable forecasts, as well as allowing for quick adjustments to goals and strategies, thanks to real-time updates. 

Territory Management 

Territory management facilitates the organisation and division of the sales team into geographical territories. It helps distribute opportunities and accounts to the most suitable teams or sales representatives based on geographical criteria, account volume, or other factors. 

Configure, Price, and Quote (CPQ) 

A feature for quickly creating accurate and personalised quotes, including prices, discounts, and different quote templates. This feature helps automate product configuration, price setting, and faster, more accurate proposal generation, eliminating manual errors. It also simplifies complex products or multiple options, making it easier for teams to select options and combinations according to business needs. 

Email Integration (Einstein Activity Capture) 

Email integration with Einstein Activity Capture allows for the synchronisation of emails and calendars with Outlook and Gmail, enabling the tracking of sales communications. This improves visibility of customer interactions, increasing the efficiency and collaboration of teams. 

Collaboration and Chatter 

This Salesforce feature enables real-time communication between teams. It is a kind of integrated corporate social network that allows team members to collaborate with one another, facilitating the flow of information, sharing updates, and centralising relevant conversations within the CRM. 

Opportunity Pipeline Inspector 

This feature offers sales teams a consolidated view of pipeline metrics, opportunities, weekly changes, AI-based insights, forecasted close dates, etc. It highlights recent changes, such as new values, delayed closings, or changes in sales stages. This makes the sales process more efficient and data-driven. 

Artificial Intelligence (Einstein Predictive AI) 

Salesforce’s Artificial Intelligence uses machine learning to provide predictions and automated insights based on CRM data. AI features provide forecasts, recommendations, and insights to optimise sales processes. 

These and other comprehensive Salesforce features support sales and support management, from centralising detailed and historical data for each customer to using AI to assist in forecasts and sales management. Don’t forget to explore the powerful Dashboards and Reports, which provide real-time insights to drive smarter business decisions.

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