The Exchange Summer 2021

QUARTERLY MAGAZINE 2021 SUMMER SUPPORTING CELEBRATING HELPING CIOS AAPI LGBTQ+ PRIDE DRIVE TRANSFORMATION

THIS MONTH THE EXCHANGE SUMMER 2021 8/9 AAPI Heritage 16/17 Our Favorite Month Trailblazers Reflecting back An inspiring chat with AAPI partners with Claudine Warren 10 Celebrating 20/21 Summertime Pride 2021 Sippin’ Billy Porter talks Our favorite joy versus happiness refreshing drink recipes 14/15 TrailheaDX 30/31 Helping CIOs Recap Succeed Looking back on a fab virtual event 5 ways AppExchange drives digital transformation 3

LETTER FROM OUR THIS MONTH THE EXCHANGE LEADER SUMMER 2021 Support AAPI-owned businesses on Appy Summer, AppExchange. By investing in businesses owned by partners of Asian Trailblazers descent — including Pacific Islander, South Asian, and East Asian — we’re investing in all of our communities. Summer months are upon us, and with that, we’ve taken the Find your next app on our curated collection page of opportunity to reflect on what’s happened to date and appreciate AAPI-owned businesses. the unique tapestry of individuals that make up our Salesforce AppExchange employees, partners, and customers. In this issue See apps of The Exchange, we encourage you to pay specific attention to these underrepresented voices and their impact. May was Asian American and Pacific queer, and the spectrum of people of Islander (AAPI) Heritage Month, a time varying sexual orientations and gender to pay tribute to the generations of identities have had on history and the Asian American and Pacific Islander present. Americans who have enriched the Regardless of the time designated to history of the United States and are honor our diverse community, instrumental in its future success. We Salesforce and our AppExchange spoke to various AAPI AppExchange community work to amplify and uplift partners about what this time of minority voices every day. After all, it is reflection means to them. our differences that make us stronger June followed with Pride Month, and and better together. our Salesforce community came Thank you, together to celebrate the LGBTQ+ community and recognize the impact that lesbian, gay, bisexual, transgender, Leslie Tom SVP, AppExchange Marketing & Programs

NEWS FROM OUR PARTNER THE EXCHANGE PROVAR SUMMER 2021 QA Professionals Help: Prioritize Customer Save Time Experience and Money Salesforce QA professionals advocate By investing in a quality-first process for your users and ultimately your at product inception, companies are customers to have the best possible able to save both time and money. experience with Salesforce and the Streamlined quality-first processes will customer-facing applications with save money, with tests and testers able which it works. to provide fast feedback on the software quality earlier in the product lifecycle. Let’s Hear It for Quality Assurance Professionals When we think of roles in the tech Salesforce’s customizable nature means For Provar, its test automation industry, software engineers, product customers often need to test new solution was engineered specifically managers, marketers, and data analysts features ahead of live implementation, for Salesforce with the purpose of Improve Company Learn more are most likely top of mind. One role and this is where QA steps in. Salesforce supporting Salesforce QA professionals Reputation that seems to stay out of the spotlight QA teams help ensure all customer and automating their test cases and is quality assurance (QA), or test customizations and enhancements configurations. Provar believes testing QA professionals help improve a engineers, even though QA is an work as expected, and if they don’t, they is one of the most important roles in company’s reputation because their SEE HOW YOU CAN SUPPORT YOUR important part of any process supported escalate the issues to developers and a company, and should receive more work enables companies to produce QUALITY ASSURANCE PROCESSES by Salesforce. We need QA to be sure administrators to fix. They ultimately recognition. Here are a few reasons products that work as intended. WITH PROVAR’S TEST AUTOMATION Salesforce implementations work make sure Salesforce users are having why Provar believes everyone should If a customer trusts a company, they FOR SALESFORCE SOLUTION. as expected. the best possible experience no matter celebrate QA professionals. will be more likely to purchase from what integrated tools they are using. that company again in the future. 7

CELEBRATING DIVERSITY THE EXCHANGE SUMMER 2021 May was Asian American and Pacific Islander (AAPI) “AAPI Heritage Month is an opportunity Heritage Month, a time to recognize the contributions to highlight the history, culture, and and influence of Asian Americans and Pacific Islander Americans to the history, culture, and achievements accomplishments of AAPI Americans. of the United States. In that spirit, we launched an Many Asian and Pacific Islanders AppExchange collection page of AAPI-owned businesses. Now, you can find trusted apps and feel invisible in our society, and it’s expertise from businesses owned by people of all important to shine a light and help In Reflectiontypes of Asian descent, including Pacific Islander, ting “As an Asian woman leader in tech, it is them be seen and acknowledged. c This year, because of the increase in Refle important to me to share that diversity AAPI assaults and hate, it’s important of thought comes from diversity of to stand with them and work to make PI experiences. There are stereotypes of this country a place that is safe and on AA Asians that need to be reconsidered.” welcoming of them and their gifts.” age Month Julia Khon, UnaBuro Dale Gish, Dayspring Partners Herit “For PowerFluence, it means the 3 Cs: South Asian, and East Asian. In May, Salesforce It provides a platform to CELEBRATE donated $600,000 to Stop AAPI the accomplishments of the vast Hate and $250,000 to the Chinatown Community Development Center. Tableau = Foundation also range of communities and cultures donated over $100,000 in software, services, and that form the AAPI heritage. It’s the financial support to Stop AAPI Hate’s public information programs. But there is so much more to month where we COMMUNICATE our be done. As a start, we wanted to hear from the AAPI culture to foster integration with other community directly, so we asked AAPI-owned businesses the question, “What does AAPI Heritage cultures. It’s an opportunity to create Month mean to you?”. Then, check out 30+ AAPI- owned businesses on COMMUNITY outreach and to remind AppExchange. us of how important diversity and inclusion is for all of our success.” Peter Grambs, PowerFluence LLC “This is a time to reflect on the lived historical experiences of Asian Americans in this country. All too often, Asian Americans are labeled as a ‘model minority’ despite being mistreated socially, politically, and economically for centuries. Within the Asian American community, this is also a time to reflect and address the widening inequality amongst Asian Americans and to help open doors for underserved communities and build alliances across racial and economic barriers for a more equitable American society.” Sai Gudivada, Oloop Technology Solutions Keep the conversation going. If you are a Salesforce Partner who is passionate about diversity and inclusivity, join the Partner 9 Diversity & Inclusion Collaboration Group.

CELEBRATING DIVERSITY THE EXCHANGE SUMMER 2021 A Look Back We celebrate Lesbian, Gay, Bisexual, Transgender, and Queer+ (LGBTQ+) Pride in June of each year to honor the 1969 Stonewall uprising in Manhattan, a tipping point for the LGBTQ+ Liberation Movement. In the United States, the last Sunday in June was initially celebrated as “Gay Pride Day.” In major cities across the nation, the day quickly grew to a month. Now celebrations include concerts, parades, parties, picnics, symposia, and workshops. Memorials for members of the community who have been lost to hate crimes or HIV/AIDS are also held in June. LGBTQ+ Pride Month events normally attract millions of participants around the world. This year, many events were held virtually. Salesforce employees attended celebrations across the globe. The purpose remained the same — to recognize the impact that lesbian, gay, bisexual, transgender, queer, and the spectrum of people of varying sexual orientations and gender identities have had on history at a global, national, and local level. 20 A Path Forward 21 In June we were honored to meet virtually with thought leaders from the LGBTQ+ community including actor, singer, and style icon Billy Porter. He spoke with Billy Lewis, the global president of Outforce, Salesforce’s LGBTQ Resource Group. Watch their uplifting conversation about authenticity, self-care, and taking pride in yourself. Get great insights. Make smarter decisions. With AppExchange Trusted Reviews. Now you can easily spot verified reviews by Salesforce MVPs, Trailhead Rangers, and Top Reviewers. Their expert opinions will help you make better-informed decisions about which apps are right for your business. Watch now Learn more Learn more

NEWS FROM OUR PARTNER THE EXCHANGE F-SECURE SUMMER 2021 The possible risks facing your organization include: •Device Threats: An employee, for example, may •User Errors: If a cloud server is incorrectly configured upload a corrupt file or link to your Salesforce cloud as a result of user error, an attacker could use this to that, if downloaded or clicked on by other employees, gain access to your resources and infiltrate company would result in infected systems. data. •Insider Threats: A disgruntled employee with access •Ransomware: Cybercriminals are likely to use to your content on the cloud could abuse it for their ransomware to infect documents and files on your own personal benefit by, for example, exfiltrating and Salesforce cloud. This in turn could provide them with selling your data. access to your IT network. These types of threats can severely harm a company’s data infrastructure. That’s why the Shared Responsibility Model is important. This concept states that while the cloud provider is responsible for securing the platform, the customer is responsible for ensuring the integrity and security of content residing on the platform. 72 51.1 42.2 56 Shared Responsibility for of organizations have of organizations store of organizations store of security professionals business applications business intelligence in customer information in listed unauthorized ding to a SANS Institute study:and data in the cloud.the cloud. the cloud. access to data by Secure Salesforce Data outsiders as their primary cloud security Accor concern. With an increasing number of companies prioritizing digital What does shared responsibility mean for you as a customer? transformation, we’re seeing an explosive growth of cloud AppExchange partner F-Secure’s response to the Shared Responsibility Model is its Cloud Protection for services. Migrating into a new system is exciting, but as Salesforce solution. According to F-Secure, the best way cloud customers can participate in their half of the Shared Responsibility Model is by focusing on these four ideas: with all new technologies, there are always risks. •Manage Access: Managing an employees’ access •Use Native Security Tools: Use all the security tools based on their role, content type, or their method of your cloud service provider offers in addition to data Salesforce prioritizes creating a secure platform for its access to company data and content can easily limit encryption tools. insider threats. •Check Uploaded Content: Monitor and scan all customers and their data, but with the extended access •Manage Configuration: Configuring your cloud content that is uploaded to your cloud server to properly can mitigate exposure to a cloud-native prevent the spread of malware. the cloud provides, employees may unintentionally breach. become security risks for their company. Companies must also play a part in securing their Salesforce data. Learn more FROM F-SECURE, A CYBERSECURITY COMPANY, ON THE BEST WAYS TO TAKE AN ACTIVE ROLE IN YOUR COMPANY’S SECURITY.

LOOKING BACK THE EXCHANGE SUMMER 2021 Learn, Learn, and Learn Some MOAR 5 Customers Got Their Paws on an Admins, partners, and entrepreneurs experienced Appy Prize Pack valuable, role-based content, including Trailblazer Every day from June 21 to 25, we asked a question interviews, best practices, and technical content. If or shared a task via Twitter for our TrailheaDX 2021 you missed any of these AppExchange sessions (or sweepstakes. We covered lots of topics, including want to rewatch), you can select an episode from the Trusted Reviews, AppExchange Chat, and of course Community & Ecosystem channel for on-demand TrailheaDX. Congratulations to the winners and thanks replay (registration and login required). to everyone for playing! • AppExchange: Extend Every Customer 360 with Not following us on Twitter yet? Let’s fix that. Partners, featuring VIZIO • Partners, Transform Your App with Tableau CRM More App-Tastic Experiences at • Next Generation Licensing for ISV Partners TrailheaDX You’ll Want to See (Again) • Developer to Founder: Building an App Business, If you’re an ISV, you’ll want to watch these demos on demand in the Partner & Ecosystem Demo Room: featuring Dory Weiss, VP of Engineering at nCino Visit the Community & Ecosystem channel. • ISV PlugIn for Salesforce CLI • App Analytics Best Practices Witness a Battle of the Apps at the You can also rewatch the Main Show Event, featuring Demo Jam leaders who’ve cracked the code to success from We had an epic, action-packed game show with anywhere, as well as the True to the Core session with AppExchange partners Salesforce execs answering your questions. Just tune Copado, Flosum, OwnBackup, in to the Community & Ecosystem channel and select and Panaya demoing their apps in just three minutes, the episodes from the playlist. alongside the amazing Salesforce MVP hosts Joshua Thanks for a great Hoskins and Nadina D. Lisbon. OwnBackup took home Go to the Community & Ecosystem channel. the trophy, but with these awesome demos, this matchup deserves a rewatch. TrailheaDX ’21 Rewatch the AppExchange Demo Jam in the Partner & Thanks again for a great Ecosystem Demo Room. TrailheaDX 2021. The Developers, admins, architects, partners, entrepreneurs, Admins — Did You Miss This Circle of countdown is on to 2022! and IT leaders gathered globally (and virtually) on June 23 Success? at TrailheaDX 2021. From expanding Salesforce skills to There are over 6,000 apps and experts on the Salesforce AppExchange. How do you find, evaluate, learning about the latest product innovations, discovering and install an app? This Circle of Success answered these questions and provided tips on how to apps to extend Salesforce, and seeing new demos, it was successfully navigate and use AppExchange to extend an event to remember. the power of your Salesforce org. Watch the “How to Be Successful with AppExchange” Here’s a recap of all things AppExchange at TrailheaDX. Circle of Success On Demand. 15

TRAILBLAZER TALES THE EXCHANGE SUMMER 2021 HOW DID YOU GET INVOLVED WITH OUR FAVORITE TRAILBLAZERS: SALESFORCE? In 2013, I started working for a nonprofit called the Blind Institute of Technology. A few months into the job, one of their board of directors asked me if I wanted to learn Salesforce. I thought to myself, CLAUDINE “why not?” I knew I needed to reinvent myself and learn new skills if I was going to thrive in a new career. So I just dove in and started WARREN working toward my admin certifications. DO YOU REMEMBER THE FIRST APPEXCHANGE APP YOU DOWNLOADED? One of the apps I used in my role at the Blind Institute of Technology was the dataloader.io app from MuleSoft. Dataloader.io makes it easy to import, export, and delete data in Salesforce quickly and efficiently. Another favorite feature of mine is the data mapping tools, which help you find and map fields fast. WHAT APP DO YOU FIND YOURSELF USING TIME AND TIME AGAIN? Rollup Helper by Passage Technologies helps me count and pull values from child objects and aggregate them onto the parent level without having to create triggers and write code. You can do this using lookup relationships, not just master-detail relationships. The ROI in terms of time savings is worth the minimal cost per year. Currently, Welltok has 100 rollups in the system configured, so we use it all the time. WHAT DOES BEING A TRAILBLAZER MEAN TO YOU? It means I am a learner. I’m growing and always looking for opportunities to learn new things. As a Trailblazer, I am involved in the Trailblazer community and regularly work on Trailhead modules. I was a part of the Salesforce ecosystem before Trailhead existed, and to now have this interactive platform is awesome. WHAT ADVICE DO YOU HAVE FOR OTHER TRAILBLAZERS? Try new things! Keep going and learn a little bit more every week. Earn a badge every week. Sometimes it’s hard with a full-time job, Senior Salesforce Admin at Welltok Claudine Warren spent the first several years of her career working in the but it’s worth putting the time and effort in to become more skilled field of molecular biology. When an eye condition disrupted her 20/20 in what you do. vision, she found herself at a crossroads. After exploring her options, Claudine discovered Salesforce and WHAT IS YOUR HOPE LOOKING TO THE began teaching herself how to be an admin. Today, she is the Senior FUTURE AS YOU CONTINUE TO GROW IN Salesforce Administrator for Welltok, and is proving every day that YOUR KNOWLEDGE I would love to get my hands on the developer side of things. I also visual impairment doesn’t — and shouldn’t — disqualify someone from OF SALESFORCE AND want to leverage what is on AppExchange and have a better a meaningful and successful career. We chatted about what being a APPEXCHANGE? understanding of some of those tools. I think if I had more of the Trailblazer means to her. developer viewpoint, in addition to the admin viewpoint I already have, it would give me a more robust outlook of all of the apps that are out there and what they can do. 17

NEWS FROM OUR PARTNER THE EXCHANGE CONGA SUMMER 2021 Seven Ways to Make Proposals Work for You Get — and keep — customers A strong proposal is key to winning Our partner Conga asserts that in engaged a customer’s business. In today’s order for your sales team to be Delivering proposals with high Close Improve resolution images and tables gives deals faster competitive landscape, proposals effective, you need the tools to decision makers the ability to choose accuracy how they interact with your business. Being able to generate proposals more must give prospects everything they easily, quickly, and accurately put It encourages them to invest more quickly builds sales’ productivity and Linking your proposal solution to your time and gives them a better overall efficiency, giving your reps more time to need and expect: accuracy, those proposals together from CRM allows data to flow directly from experience with your brand and cultivate relationships. personalization, and content anywhere. Here are seven ways for your system of record, which ensures solutions. Modern proposal generation pricing and customer data is accurate. provides simple tools that enable customized for their specific needs, your team to instantly engage with Overall data quality increases when reps anyone to build custom, dynamic, see the benefit of inputting that data multimedia proposals from prebuilt business, industry, and use case. prospective customers. into Salesforce, since data upkeep leads templates and content libraries. to accurate proposals that close deals. See who interacts, and when Modernize New proposal technologies can Personalize Put technology proposals monitor who views your proposal everything to work Learn more and when, helping you know which Today’s proposal generation With integrated, automated solutions, decision makers are involved and By pulling data from your CRM and the data and signatures on your when they have viewed the information asking the right questions, sales technologies help you build documents proposal can automatically flow into you sent them. can ensure that proposals always intelligently in the cloud, enabling ABOUT CONGA COMPOSER a quote, then a contract, and eventually contain up-to-date information that is you to build and deliver proposals ON APPEXCHANGE. into an invoice and a renewal. relevant to each prospective customer. at any time, from anywhere, on any Modernizing your proposals is the first Appropriate content can be selected device. Internally, these tools also ease step to integrating and transforming for proposal templates based on the collaboration, allowing your employees all of your commercial operations prospect’s individual business situation, to track and share content while processes. making proposal generation easy. enforcing workflows. 19

SUMMER FUN THE EXCHANGE SUMMER 2021 Summer Switchel Perfect for those r eal scor days, this wonder cher fully r efr pr eshing obiotic drink is made with apple cider vinegar and fizzing with electr olytes. h e’s a Peac Lif ea Iced T Cool off and chill out with easy-to-make mocktails. Made for lazy days in the hammock … or any shady spot elax. you can kick back and r d all day? Stuck at the keyboar It’s like a mini vacation on ice. Poolside Punch e love the color and nostalgic W sweetness of this one. Even Pric k ee Cooler e with your ly Pear Coff better, it won’t interfer Refr co Polo skills. esher Cubes Mar The next time you’r e admiring Melting ice cubes watering down those prickly pears at the far oportioned cold market but ar mer’s your perfectly pr e not sur e what to do e’s a super easy, ew? Her with them, this is your answer br . deliciously caffeinated solution. 21

SUMMER FUN THE EXCHANGE SUMMER 2021 e Summer Switchel m r Ingredients Instructions m 1 cup organic strawberries, Wash the strawberries, pat dry, and slice or cut them u sliced, halved, or quartered up. Put them in a 64 oz. mason jar that has a lid and set aside. S 1-inch piece of fresh gingerroot, peeled and Peel and thinly slice the 1-inch piece of gingerroot. thinly sliced Add the slices to the jar. Juice of 1 organic lemon Cut the lemon in half and squeeze the juice through 1/4–1/3 cup raw organic a fine mesh strainer into the jar. unfiltered apple cider Add the remaining ingredients — apple cider vinegar vinegar, raw honey or maple syrup — and fill the jar 1/3 cup mild, light-colored up with filtered water. Put the lid on and shake the raw honey or organic maple switchel to mix it up. syrup Place the covered switchel in the refrigerator to chill 8 cups filtered water overnight. After the switchel has chilled overnight, strain it, and serve cold or over ice. * Notes l Experiment with using other fruits and adding herbs he like mint. Switc 21

SUMMER FUN THE EXCHANGE SUMMER 2021 d Poolside Punch i s e l Ingredients Instructions o 1 cup pineapple juice In a large pitcher or punch bowl, mix the pineapple o juice, Hawaiian Punch, and Sprite. 2 cups blue Hawaiian Punch P Chill for at least an hour. 2 cups Sprite Pineapple and maraschino Add ice as needed. cherries for garnish... and Pour into your favorite margarita glasses and garnish maybe a cocktail umbrella with a skewer of pineapple and cherries. Better yet, top with an umbrella. * Notes Sub sparkling water or club soda to take the sweet- ness down a notch. If you like a creamy drink, add nch some sherbet. Pu 21

SUMMER FUN THE EXCHANGE SUMMER 2021 Prickly Pear e Refresher P a Ingredients Instructions y r l 5 prickly pears Use a paring knife to carefully remove the peel from k the prickly pears. Roughly chop them and add to a c 3 cups frozen strawberries blender. i 1/4 cup lime juice Add the strawberries, lime juice, and 2 cups of the r 4 cups cold water, divided water to the blender. Blend until smooth. 1/2 – 1 cup organic Pour the liquid into a pitcher through a fine mesh P cane sugar strainer to remove the prickly pear seeds. Ice cubes for serving Pour in the remaining 2 cups of cold water and stir in the sugar. Start with 1/2 cup sugar and add to taste. Stir and serve over ice. her Reres 21

SUMMER FUN THE EXCHANGE SUMMER 2021 Life’s a Peach e Iced Tea P a c Ingredients Instructions a h Simple Syrup: Bring sugar, water, and peaches to a boil in a small s ’ 1 cup organic cane sugar saucepan. e Lower heat and use a wooden spoon to stir and crush f 1 cup water the peaches to infuse flavor. i 2 ripe peaches sliced, plus more for serving Once the sugar is dissolved, cover, remove from heat, and let steep for 25–30 minutes. L Tea: In the meantime, brew your tea in a large pot or 2–3 tbsp loose-leaf black a tea maker. tea (3–4 tea bags) Once brewed, remove tea bags or strain out 8 cups filtered water loose-leaf tea and transfer to a pitcher. Refrigerate to cool. Once your simple syrup is finished, pour into a bottle or container over a fine mesh strainer to strain out peaches. You can reserve the peaches for other yummy uses like over oatmeal or ice cream. To serve, either set out simple syrup and add as much to individual glasses of tea as people like, or add all of the simple syrup to the tea and stir. a Serve tea over ice and fresh sliced peaches. Iced Te 21

SUMMER FUN THE EXCHANGE SUMMER 2021 Coffee Cooler o Cubes o l C e Ingredients Instructions e r cool coffee Mix up these tasty combos and freeze overnight in e f milk ice cube trays. Pop them in your favorite caffeinated f beverage for a fun flavor boost. o chocolate milk mix liquid caramel C condensed milk Combinations Classic Coffee: Caramel Dream: 2 cups cooled coffee 1 cup cooled coffee Mocha Yum: 1 cup milk 1 cup cooled coffee 1/4 cup caramel 1 cup milk Vietnamese: 6 tbsp. chocolate 1–1/2 c. cooled coffee milk mix 1/2 c. sweetened condensed milk Cubes 21

SUMMER FUN THE EXCHANGE SUMMER 2021 Move With summer comes warmer weather and more Onhedaylight hours to be active. Here are five easy ways t to incorporate daily movement into your lifestyle. Practice yoga Yoga increases your flexibility, builds your strength, improves your posture, helps keep your joints healthy, and encourages your body’s natural healing process. All of these benefits, combined with its natural ability to reduce stress, make yoga the perfect activity to restore your mind and body. Bike ride Cycling is a great form of low-impact exercise that helps strengthen your immune system and increase your lung health. It can be enjoyed by yourself or with others, and it is a relaxing way to explore your neighborhood and cover more ground in less time than on foot. Fruit picking Coffee walk Find a local farm where you can pick your own fruit Whether you are meeting someone in person or and spend an afternoon there. This is a unique type talking on the phone, coffee walks can be the perfect of movement as you bend and walk around making way to catch up with a co-worker or friend. Just grab your selections, and the reward is fresh fruit to use in your favorite drink, head out on a safe path, and chat everything from tasty pies to refreshing salads. Let’s chat. and sip away! Nature bingo Got questions about which app to choose? Nature bingo is a fun way to get out and about with your family or friends. Create a bingo card with things With AppExchange Chat you can have a human like “Red Leaf” or “Animal Footprint” in each square. The winner is the person who manages to mark off conversation with a partner expert and get answers each box — you can even offer them a prize! quickly. Just click on the green chat icon on select listings and start making smarter, faster decisions. See the apps 23

NEWS FROM OUR PARTNER THE EXCHANGE SEARCHUNIFY SUMMER 2021 What are some of the ways Vishal Sharma: As with any support role, there will be situations AI can help support agents where you’ll encounter case escalations. What can you do to help prioritize incoming cases? support agents prioritize their incoming cases appropriately? With SearchUnify’s Escalation Predictor, AI can help by analyzing the nature and severity of incoming cases in Service Cloud in real time and enable agents to prioritize them proactively based on sentiment and escalation probability. Do you think there is Vishal Sharma: Yes, of course! Not every case and support agent a correlation between are the same, and it’s important that they are strategically matched for case assignment and optimal customer satisfaction without increasing customer wait and case customer satisfaction? resolution times. With an AI-backed solution such as SearchUnify, it leverages natural language processing (NLP) and natural language understanding (NLU) to identify words and phrases and matches them to historical cases ultimately ensuring new cases and the appropriate support agent are matched appropriately. Read more about how SearchUnify helps transform the customer experience. How can AI help Vishal Sharma: We know support agents try their best to answer support agents answer customer questions as quickly and as accurately as possible, but with customer inquiries faster an excess amount of information it can become complicated. At times, and more accurately? support agents will have to rely on multiple sources such as databases, manuals, and even other agents while the customer waits on hold to find the information they need. SearchUnify’s Agent Helper provides support teams with a unified view of case-resolving information for their specific case, thus reducing support turnaround time. Elevate end-to-end agent Read how SearchUnify helped one of its customers increase agent workflows with AI productivity by 15%. Why is having established Vishal Sharma: We can’t stress enough the importance of not having knowledge bases (KBs) to reinvent the wheel. For every question asked, a support agent has important for support likely solved that question or something similar in the past. This is why agent workflows? having an established KB that agents can quickly reference is important. Consumers are embracing newer Many technology stacks operate as cognitive platform like AppExchange KBs need to be up to date and exhaustive. But as an agent resolves contact channels at a rapid pace. siloed entities that have limited partner SearchUnify’s solution. a new issue, they might move on to the next case without creating Naturally, this motivates companies to scalability and don’t “talk” to each other. SearchUnify uses the power of AI to a KB article. SearchUnify’s Knowledge-Centered Service (KCS) Enabler invest in new technologies for each This leads to a strained connection support agent workflows. We chatted uses machine learning to analyze the incoming case and creates an channel. While these investments bring between the agent and customer. with Vishal Sharma, Chief Technology article using a predefined template. The agent can then save it as operational efficiencies and cost Officer at SearchUnify, to learn how AI a draft, or review and publish. The published article can be attached savings, they can actually hurt the Salesforce users can overcome the silo can help support agents. to any case and edited by other agents. overall quality of customer service. challenge with the help of a unified Learn more FROM SEARCHUNIFY ABOUT USING AI FOR SUPPORT AGENT WORKFLOWS.

SUMMER FUN THE EXCHANGE SUMMER 2021 ON TREND ACCORDING TO APPY Whether you’re lucky enough to live in an area Crossbody bags where you can get out and mingle again, or if you sunply enjoy flipping through magazines in the Crossbody bags and fanny packs are a great way to comfort of your own home, fashion is back. Here’s combine casual style with the convenience of a hands-free carrier. With everything from faux leather a quick roundup of some of the latest looks. to designer brands, they are best used for holding small items while out and about. Tie-DYe Sets Tie-dye clothing first became popular in the 1960s as protest art and then as pop fashion in the 70s. Today, tie-dye sets come in vibrant colors and are built for Recycled comfort, and they have become a year-round staple for tops, hoodies, sweatpants, and shorts. Tote bags Eco-friendly fashion accessories, like reusable nylon Monochrome and hand-woven bamboo bags, focus on high-quality materials and finishes that are made to last without damaging the environment. Sustainability while looks making a fashion statement? Win-win! Monochromatic outfits consist of wearing the same color from top to bottom, with the creativity to experiment with different tones and shades. It’s an easy way to look effortlessly put together. 27

LOOKING FORWARD THE EXCHANGE SUMMER 2021 Compliance Strong foundations are essential before you start to drive digital innovation. Having solid compliance in place builds confidence and trust and demonstrates that quality and improvement are key business values. AppExchange apps cover everything from employee and customer compliance to regulatory compliance and operating standards, helping to ensure you have the basics right. Customer Experience The key consideration when improving systems and processes is how you can deliver better services for the end user. To help you build stronger customer relationships, AppExchange solutions help improve communications across all channels, facilitating seamless user experiences and equipping teams with data tools to uncover powerful marketing insights. Employee Engagement Of course, great experiences don’t just matter for customers. Focusing on employee experience and engagement is an essential investment, and technology plays a huge part in company culture, recruitment practices, staff onboarding, and employee wellness. There are lots of innovative solutions 5 Ways AppExchange available to help you deliver more for your employees and business, and fuel significant change. Process Improvements Helps CIOs Drive Often a lack of integration between departmental systems leads to business inefficiencies, with disjointed, manual processes draining resources. Transformation By implementing apps that can automate and digitize processes, CIOs can leverage this technology to achieve better quality and insights, enable seamless Simplifying systems in order to boost efficiency, save ERP integration, and drive toward a paperless office. money, and keep things running without any glitches is Plus, the value of AppExchange is that each of these solutions runs through the same platform, giving you a major priority for CIOs. AppExchange apps can reduce a rich, single view of activity. time spent dealing with routine system maintenance, Digital Innovation and enable innovative ways to monetize and become On top of these foundational initiatives, CIOs are constantly looking to the future and thinking of a competitive differentiator. game-changing projects that push the status quo. Digital transformation is a constant demand on Here are just a few ways AppExchange can help with digital businesses, and to achieve it, CIOs require apps that can significantly drive innovation, supporting transformation. change management and agility across the whole Whatever area of business you need to enhance, organization. AppExchange has a whole host of ways you can accelerate your goals and drive transformation. For more information, download the e-book “The CIOs Guide to Transformation 31 with AppExchange.”

SUMMER FUN THE EXCHANGE SUMMER 2021 What Summer Activity Are You? Unlike Lana Del Rey, we don’t have any Depending on where you are in the world, summer Summertime Sadness over here with 2021 might look very different for you. We understand this and encourage you to find ways to take advantage Team AppExchange. For some, summer of your summer while still being respectful of the local means an academic pause and a long- COVID-19 measures your local government has put in place. awaited internship. For others, summer Summertime is truly what you make of it, and while we is all about hustling kids to summer all spend our summers quite differently, we’d like to camps, taking a much-anticipated think there are a few common activities that represent summer for us. Not sure what activity that might be for vacation, and the ever-present fear of you? sunburns. Regardless of what summer Take our quiz to figure out what represents for you, we hope that you are summer activity fits you the best. excited for the new transitions and memories this season will bring. 29