ParaConnect for Salesforce

Does Salesforce keep the most up-to-date information about your Accounts? Do you limit access to your Portal for only ‘active’ Accounts? If you answer YES to both questions, then you’ll be interested in this tip.

In Salesforce, the status of an Account is typically stored in a custom field on the Account record. That status is then reflected in Parature by an SLA or custom field. When an Account becomes inactive or canceled, the Salesforce record is updated. By default, ParaConnect for Salesforce only updates the Parature Account and Customer records if the corresponding Salesforce record was updated since the last sync. So how can translate the status change to the Customer records in Parature? The answer comes in the form of Salesforce Triggers.

The trigger for this scenario is will execute when a Salesfoce Account record is saved. It will proceed to “update” all Customer records that are associated to the Account record that was modified without actually making any changes to the Customer records.

To create this trigger, you must be logged into your Salesforce Account as an Admin. Go to the Account Triggers page located under Setup, and hit New.

Replace any existing code with the following:

trigger UpdateContact on Account (after insert, after update)
{
   for (Account account : Trigger.new)
   {
      List<Contact> contacts = new List</Contacts>();
      contacts = [SELECT Id FROM Contact WHERE AccountId = :account.ID];

      for(Contact c: contacts)
      {
         update contacts;
      }
   }
}

Make sure the Is Active checkbox selected and hit Save.

Now whenever a Saleforce Account record is saved, all associated Customer records will be “updated” without any changes. The next time your Parature/Salesforce integration is set to run, the Account and all associated Customers will be synced.

Parature Twitter Integration

Parature’s social media integration with Twitter empowers organizations to efficiently monitor tweets for proactive response and an improved customer experience.  Social channels such as Twitter provide an open forum for customers to air their grievances, give praise or simply inquire about an organization’s products, services or support.  These customer sentiments and inquiries are valuable sources of information that can be collected, measured and acted upon.  

This integration provides visibility into the volume, sentiment and impact of support through Twitter. Parature customers can compare Twitter traffic with other Parature support channels such as chat, ticket, email, phone, and Web portal content.  The integration enables customers to easily look at the “happiness” of tweets and hone in on which ones to route within their organization for comment, support or general knowledge; the number of tweets directed at the organization; and the impact of the organizations’ published content based on the number of re-tweets.  Tweets are easily isolated from other support traffic via the use of a Twitter Queue where support representatives can review and route them for a quick, accurate response, as well as create reports to analyze how many tickets are being generated from tweets.  Representatives can also view Twitter profiles directly from the Parature system allowing them to view other tweets to gauge disposition.