The Exchange - Winter 2022

QUARTERLY MAGAZINE 2022 WINTER SLACK APPS THAT HELP 10M HACKS WITH PRODUCTIVITY INSTALLS

THIS MONTH THE EXCHANGE WINTER 2022 10/11 Boost 22/23 Test Drive Productivity Learn how to try out apps 10 must-have before you decide. Salesforce Labs solutions. 16/21 Slack Hacks 24 Sharing Tips from the is Caring AppExchange community. See how we celebrated the end of 2021. 3

LETTERS FROM THIS MONTH THE EXCHANGE OUR LEADERS WINTER 2022 Do More in Less Time With the everyday demands of work — not to mention life in general — the AppExchange team recognizes the importance of automation. I can personally attest to the power of harnessing technology to work for you and how it can enable you to be more efficient with your day. You’re In this issue of The Exchange, members spend less time doing more?” our of our AppExchange community share ultimate goal is to arm you with the Slack hacks that help their teams technology that you need to be set connect through their screens, leverage up for success going into 2022. the Best shortcuts and integrations, save time via Here’s to all of us working smarter, easy collaboration, and build their not harder, in the new year. digital headquarters. The good news? In January, AppExchange hit a huge milestone They have fun while doing it! Sincerely, —10 million installs — and we couldn’t have We also rounded up apps that help done it without you. Thank you so much for teams with increased automation and being the best partner and customer community productivity, so that there is more time Latrice Barnett to spend on human interactions and a bobcat could ask for. really connecting in our all-digital world. Sr. Director & RVP, Knowing that our customers often Partner Experience to the Field We can’t wait to see where this journey takes us next and hope contemplate the question “How can we you continue to join us on this exciting ride. Whether you're just starting out or mid digital transformation, we're here to make everything you love about Salesforce even better. We’re still celebrating. Check out how you can join the fun.

NEWS FROM OUR PARTNER THE EXCHANGE HALOSIGHT WINTER 2022 Here are some ways utilizing dark data can help retailers, SaaS providers, and customer support managers. Tap Into Your Dark Data. For Retailers Tap Through summarizing support tickets and text threads, B2B account executives can have more productive and thoughtful conversations with their clients, resulting in increased sales and business opportunities. Into Your Tap Tap Into Your Dark Data. For SaaS Providers By tracking and identifying how and when certain terms are being used in support conversations, SaaS providers can identify usability flaws and friction from product releases. This also allows product teams to Dark Into monitor what customers are saying about recent releases. Tap Into Your Dark Data. Tap Data. Your For Call Center Managers By documenting and analyzing how agents are communicating with customers, call center managers are able to identify training opportunities Dark for their support agents. Into Data. Chances are you aren’t utilizing your business collect, process, and store during regular business Your By utilizing dark data, retailers can find overlooked sales opportunities, SaaS providers can drive data to its fullest potential. Yes, the data that is both activities, but generally fail to use for other product innovation and usability, and support managers can improve agent efficiency and find consciously used in your day-to-day function and is purposes.” Examples of this data include text, chat case deflection opportunities. It’s clear that there is an advantage to utilizing dark data, and easily searchable in your databases isbeing used, but logs, video, audio, web server logs, social media, and businesses should start exploring the types of dark data they are collecting and how they can use what about everything else? The searchable, more. This data is a huge untapped resource, and it to their own benefit. Dark organized data is called structured data, and the companies that learn how to utilize this type of data data that isn’t organized, easily categorized, and is could develop competitive advantages. unused is dark data. Halosight, an analytics app that uses AI to convert What is dark data? According to Gartner, dark data is dark data into useful data, provided some examples Data. described as “information assets organizations of the benefits of using dark data. Learn more About how you can do more with the data you already have using Halosight on AppExchange. Tap Into Your Dark Data. Tap 7 Into Your Dark Data.

NEWS FROM OUR PARTNER THE EXCHANGE ADA WINTER 2022 First, measure your company’s CX automation against Learn more industry standards of interaction containment, customer Check engagement, conversion rate, and agent hours saved. ABOUT ADA ON APPEXCHANGE. Your CX Then, see how Ada could help you improve. The end of the calendar year is the ultimate test for your customer experience (CX) automation. With the right automation in place, peak shopping times are a great opportunity to meet high customer expectations. Without the right automation, valuable time and money can be wasted and human CX teams overworked. Our Pre-Purchase Purchase partner Ada put together some Post-Purchase benchmarks to help brands measure Automation to deepen awareness and boost Onboarding new customers and keeping them Retaining customers and encouraging advocacy the success of their automation during acquisition engaged high periods of CX stress. See how Ada can help improve your Containment Agent Containment Conversion* Engagement Conversion* Hours Saved company’s CX automation by increasing containment, customer engagement, Up to 85% Up to 4,000 hours Up to 70% of Up to a 50% increase Up to 135,000 Up to a 50% increase conversion rate, and agent hours saved. per month sales interactions in sales engaged interactions in sales automated per month * Lead to transaction * Transaction to lifetime value Containment 101 Common automation challenges: Common automation challenges: Common automation challenges: • Bad integrations = time wasted for agents • Complicated checkouts = customers abandoning • Hard to access account details = missed Containment measures how many and customers carts renewal opportunities interactions were contained by • Lack of visibility on orders = canceled purchases automation — this is, how many • Impersonal interactions = customers seeking • Lack of communication and engagement = customers were able to achieve their a better experience elsewhere • Inability to reach the right live agent = time wasted customers feeling forgotten tasks without needing to escalate to • Inconsistent flows = more work for customers for agents and customers • Impersonal experience = customer feeling a human agent. How Ada can help: How Ada can help: underappreciated • Answering FAQ • Referrals and promotions How Ada can help: • Product recommendations • Chat-assisted checkout • Account details/authentication • Personalized greeting • Order details/tracking • Personalized support • Self-service • Sales accelerations and handoff • Troubleshooting • Lead capture • Onboarding • Feedback • Proactive reminders and upsells 9

WORKING SMARTER THE EXCHANGE WINTER 2022 CMTD Enhanced Related List Any Record Hierarchy This configurable Lightning web component (LWC) Any Record Hierarchy provides you with a quick and allows your admins to group related records in easy solution to build custom hierarchy charts to drop preconfigured sections by specifying the criteria you on your Lightning pages. It’s highly customizable and want your data to be organized in through App Builder. provides an easy and interactive way to visualize the This component can help you organize records by hierarchy of any given record with self-relationships. filters and sort criteria, group relevant records into You can construct interactive record hierarchies for single organized categories, and highlight key fields of contacts, accounts, assets, and more. interest with unique badge styles. Big Object Related List Lightning File Explorer With this LWC, you can obtain one single related list Lightning File Explorer allows you to organize and that displays all records that live inside a Big Object, interact with your files. You can access your files in the without requiring your developers to construct it with familiar interface and create new folders with minimal code. Big Object Related List also adheres to whatever effort. Additionally, you can edit, move, and tag your field-level security (FLS) implementations you have in files to better organize them. place, and you can view related records in a table or Dashboard Pal tiled view. Build exercise or movement routines into your App Record Details Manage Data & day. If you can’t start the day with a workout, find a App Record Details allows you to create customized 30-minute breakaway, or try one of the many workout page layouts for standard and custom objects apps that offer short 10- or 15-minute exercise classes. to declutter your standard page layouts and any Boost Productivity Set boundaries in your day by giving yourself time for unnecessary fields. It also adheres to your FLS exercise and self-care. implementations and includes an intuitive UI for Flow Datagrid Pack conducting configurations. 10 Must-Have Salesforce Labs Solutions Flow Datagrid Pack allows you to view and interact Approval History Related List with record collections through flow screens. The Flow Approval History Related List helps you keep track Data Grid provides three different ways to display of your approval requests. It allows you to add an record collections so you can interact with your data approval history list right in your Lightning pages. If you’re looking to declutter some of your records in more efficiently — a standard table view, a tile grid, and You can enable or disable the standard “Submit for a map datagrid for records with latitude and longitude. Approval” button, as well as a comments column. Salesforce, you’ve come to the right place. Salesforce Labs TagItApp brings free, employee-built solutions to AppExchange. This handy component allows you to tag your files and records, thereby implementing a new organization Regardless of your industry, the ability to manage and system for records and data. As an admin, you can configure your own tags with custom colors and You can also explore all Salesforce Labs organize your data is crucial to running your business. associate them to any record. solutions on AppExchange by browsing Time Warp our official landing page. Be sure to check out our Github repository to see Here are 10 must-have solutions from Salesforce Labs that With Time Warp, you can view related records and which solutions are available for you to key interactions with customers in a fun and easy way. further customize. If there’s a Salesforce can help you manage your data and boost productivity. Filter records by type from any point in time through Labs solution you love, make sure to an expandable and highly interactive timeline. leave a review on AppExchange! Check out this article to learn more. 11

NEWS FROM OUR PARTNER THE EXCHANGE FORMSTACK WINTER 2022 Streamline your data capture. Manual data entry is extremely tedious and time- consuming. Having a tool that allows forms to be dynamically prefilled with existing data enables you John Dough to easily verify and update records without the manual Submit upkeep. Prefilling a form before a user has to think about it also creates a better, more personalized experience and helps you ensure that your customers’ information is accurate. Generate custom documents. Cutting down on document preparation time helps your teams save and reallocate valuable time. Having a tool like Documents for Salesforce allows you to automate document generation with data from your Salesforce org. With Formstack’s Forms for Salesforce, you can streamline data capture by connecting forms to any standard or custom object, and then populate your Salesforce data into PDFs, Word documents, Excel sheets, and more. Reclaim Your Workday Simplify your signature collection. When clients, partners, and team members are waiting for final copies, it is important to be able to get With the start of every new year comes a fresh push them signed and delivered quickly. Formstack Sign lets you capture digital signatures on applications, proposals, to accelerate digital work. With increasing demands (both at contracts, agreements, letters, waivers, invoices, and more work and at home), you may find yourself looking for a way without needing a third-party app. By keeping e-signature as part of the Salesforce user experience, you can create a to automate manual processes, deliver solutions faster, and x complete, end-to-end solution for all your data collection, quickly turn concepts into workflows. Our partner Formstack’s document generation, and e-signature needs. workplace productivity platform helps automate key business processes. Here are three ways Formstack recommends The consolidation of multiple siloed softwares into one complete, dynamic solution will help implementing technology to maximize your workday. your teams optimize their time in the coming year. By automating your Salesforce workflows, you can streamline critical processes, eliminate busywork, and open up more room to focus on customers and bigger projects — all without needing special technical knowledge. Learn more About Formstack on AppExchange.

NEWS FROM OUR PARTNER THE EXCHANGE ACCOUNTING SEED WINTER 2022 Take advantage of Marketing 1 AppExchange tech, 4 matters. and do so early on. “When you’re just starting out, doing things manually “The majority of our customers came to us through doesn’t seem all that hard. But once you have 10, a specific marketing campaign and continue to 20, 100 customers or more, tasks like sending a bill, interact with us through new campaigns,” said Alissa writing up a contract, sending an email ... all of it starts Arford, Director of Marketing at Accounting Seed. to become time-consuming,” said Ryan Sieve, Chief “Marketing never stops — it simply changes as the Technology Officer at Accounting Seed and former customer changes and grows in relationship with you.” Salesforce Director. “Now more than ever you need Marketing is one of the most important parts of your the right technology in place to support daily growth journey, and it should evolve as your business processes before you find your energy depleted grows. As you start to scale, it’s important to develop and attention shifting away from the customer.” personalized marketing tactics to meet your customers Platforms and apps like Sales Cloud, Accounting Seed where they’re at in your marketing funnel. (obviously), Avalara, Pardot, DocuSign, and Qualified have helped Accounting Seed to automate daily tasks so it can focus more time and energy on its customers. 2 Partnerships are a must. Give yourself the “Accounting Seed sees so much success from our 5 opportunity to fail. partnerships. In fact, our referral partners bring us lots of business. But not just any business, the right “What matters is how you handle and respond to 5 Tips for Growing business,” said Barry Thompson, Global Partnership failures, and how you approach similar situations in Manager at Accounting Seed. “They often come the future,” said Tony Zorc, Founder of Accounting naturally through connections already in place or Seed. “Thomas Edison showed us how to fail toward Your Business a successful implementation. When our gut says it success. He failed 10,000 times before he invented the feels right to partner with a specific company, it’s light bulb. With each failure, he learned what didn’t usually right.” work, and celebrated this. Failure is a necessary feature of success. When you see it in that light, you will Congratulations! You’ve finally started that business you’ve succeed.” While no business owner likes to fail or make a mistake, the lessons learned can be transformational been thinking about. We wish we could say that was the hardest 3 Invest in the people you in the growth of your business. part, but as you might have discovered, growing and scaling already have. your business is a challenge in and of itself. Rest assured, these “Without our people, we wouldn’t be here today,” said Caroline Beatson, Chief Operations Officer at are common growing pains for any business. Accounting Seed. “By providing our employees with clear growth paths and opportunities, we’ve paved Regardless of where you are in your growth the way for new folks to come to Accounting Seed journey, implementing any one of these tips solution with over 15,000 users, When Accounting Seed started out in 2008, it continues and ensured longer-term hires. When you reward your it experienced similar challenges. Founded to grow while staying true to the lessons it learned people for their hard work, you’ll see your company should help you move to your next step. by a CPA who wanted to make accounting throughout its journey. soar.” As you start to grow in revenue, pour it back into technology better, Accounting Seed Here are five tips from Accounting Seed executives that your people first and your product or service second. encountered its fair share of growing pains every growing business should know. When you reward your people for the good work they Learn more at its start. Today, as a financial management are doing, they are more likely to invest back into your business and your customers. About Accounting Seed on AppExchange. 15

THE EXCHANGE WINTER 2022 Notify and customize. “First, connect app notifications to your Slack channels. For example, I have a Slack channel for Salesforce News that syncs up to our media monitoring tool so everyone is aware of new product news/industry news about Salesforce. It has totally eliminated the need for me to email news updates to the team! Second, this is more of a fun one, but we added our logo and mascot, Buddy, as emoji icons to Slack. It’s really fun and helps 2 with brand connectedness amongst our internal team. ” Shannon Canzanella, Marketing Program Manager, Slack Accounting Seed Commmunicate 10 and collaborate. 5 “ I agree with Shannon — the news feeds are super helpful! She also pulled in a Twitter feed. Fortunately, we had already started to implement Slack prior to the COVID shutdown, but I don’t know where we would be without it during remote working times. We would not have an easy way to communicate and collaborate with people outside our department. People ignore We polled (via Slack, of course) AppExchange email, but they are way more responsive to Slack messages. partners and customers to see how their teams A few things come to mind: and customers are combining the power of We are a Slack-first company — internally, we use Slack instead of email or other chat functionality. If it’s not Slacked, it didn’t Slack, Salesforce, and partner apps to happen! LOL help with automation and team We use the survey/poll functionality all the time. productivity. I post a marketing update every Monday morning in our #MarketingSlack channel that anyone in the company can see with the content schedule, events, and so on, for the upcoming weeks. We have a private channel where we post jokes and photos, and so on. We use Slack to make calls — not just to message. ” Check out the great Alissa Arford, tips they gave us. Director of Marketing, Accounting Seed 17

FEATURE STORY THE EXCHANGE WINTER 2022 Notify, remind, Command or ctrl + shift + A shows repeat. you all your unread messages. “One of LeanData customers’ favorite Slack 3 hacks solves the speed-to-lead equation with 3 cascading SLA notifications. The way it works: Customers set Express up a series of Slack notifications to first notify, then yourself. remind a seller they have been assigned a hot lead. 1 Sellers (and their managers) are used to tons of email Check out these shortcuts from reminders, but LeanData takes it to the next level by a real pro. automating native Salesforce functionality and Ellen West, /giphy[text] is a quick way combining it with the power of Slack to get reps out to send giphs. of email and responding to leads faster than ever.” Salesforce Campaigns & Yancey Gordon, Events Marketing Manager, Senior Demand Generation Manager, FinancialForce LeanData Use /remind me followed by a task to remind yourself or co-workers to do Connect to a quieter inbox. Sort your channels. Star your “Slack Connect has changed the way that I communicate, build favorite channels and mute ones relationships, and collaborate with my partners. Being able to Slack you rarely visit. my partners with quick notes, ideas, and check-ins, and also be con- To see pop-up with all nected to their sales team has helped move deals along at a much the short cuts, type / and faster rate. My inbox is much quieter, and Slack is definitely my hit the spacebar. preferred method of communication. It’s easy, effective, and much more personal than email. If you’re not on Slack, you’re missing out.” Samantha Yarborough, Director of Strategic Partnerships, PFL Ctrl+command space bar is Pause your notifications and a short cut to emojis. use DND when you need less distractions. 19

FEATURE STORY THE EXCHANGE WINTER 2022 Automate and thrive. “Ada uses a variety of integrations to automate in Slack. Up your One we would highlight is the Donut integration with notification Slack. This automates introductions for new people at Ada. Since we are a rapidly growing and digital-first game. company, it’s important to make networking and relationship- building as simple and seamless AD AI 1 as possible.” Nick Crain, Senior Manager of AL Strategic Campaigns, AB Ada Support AC Automatically notify a channel when there’s a new video available (for example any time content marketing uploads a video into the Customer Testimonials folder, notify private channel). Simplify your Salesforce reduce friction and transform digital HQ. Slack into an engagement layer where teams can share documents and log Utilize multiple “At Highspot, we are obsessed with conversation updates. making customer-facing teams more This enables teams to collaborate and workspaces. efficient and effective. That’s why we complete tasks in one place — all “One of my favorite and most used features is actually integrate deeply with Salesforce and without leaving Slack.” one of the simplest: multiple Slack workspaces. It Slack — two solutions that enable Kevin Price, provides a unique and separated space to collaborate organizations to build their digital HQs Product Marketing Director, with groups outside your actual organization. 40 and improve collaboration from wherever and whenever they’re working. Highspot Tahoe Dreamin’, which took place recently, used it for Highspot’s integrations with Slack and collaborating with sponsors and attendees on everything from carpooling, events, transportation, job Get notified in Slack when opportunities, and sharing pictures. As a sponsor, someone watches one of your videos pairing Slack with Quip changed the collaboration (for example notify me whenever someone game. It’s 10 times faster and a much better interface watches more than 75% of a video so I for communicating. can follow up). Side note: Our shared AMP Channel is another great Got any other #slackhacks? example. What previously took days of back-and-forth via email is now not only in real-time, but also includes Jesse Walsh, We would love to hear! Share them other team members who chime in when appropriate. Commercial Marketing Manager, with us on social media and be Threads provide the perfect place for discussion.” Vidyard Peter Ganza, sure to tag @appexchange with Product Marketing Manager, the hashtag #slackhacks. KonaSearch 21

EASY DECISIONS THE EXCHANGE WINTER 2022 Buckle up. Look for the test drive icon on an app listing that interests you. Open the listing and get ready to roll. Start your engine. Click the test drive button to be transported into a read-only Salesforce org that includes the app, sample data, and, in some cases, a guided tour. T ake ive r a D t T s e Enjoy the ride. You’re free to explore the app at your own pace through a completely contactless experience, saving you You’ve browsed AppExchange and managed to find an app both time and resources. that checks all the right boxes. But is it really the right fit for your stakeholders and business challenge? Checking out a demo is great place to start, but one of the best ways to really see an app in action is to jump in the driver’s seat, fire Check out our AppExchange up the engine, and take the app for a test drive. collection page to find our best-in- class Test drives, all in one spot. Explore now 23

COMMUNITY FUN THE EXCHANGE WINTER 2022 Sharing Is Caring Our end-of-year celebration was all about sharing. One thousand lucky Trailblazers got a chance to receive our end-of-year packet featuring some pawsome postcards to mail to other Trailblazers who inspired them. Everybody shared the postcards they sent or received on Twitter. It was so much fun. Trailblazers also shared the apps and experts they turned to the most throughout the year. See who made the list and start the search for your next business solution on our curated collection page. You can't go wrong with a Trailblazer fave. edv e mova s arms h’ostrersed 9. Avee rolors ars c’ed 8. The beevas mos arm h’yodet 7. Cene differflies arer6. The butt e missing tains ared up 5. Moune perks ears arabbit’ed 4. Range chvaolors hs c’dolor 3. Birt cenf is differchieers neck’yt 2. Apps arm is ben’y1. App