Dec
02
2020
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Salesforce applies AI to workflow with Einstein Automate

While Salesforce made a big splash yesterday with the announcement that it’s buying Slack for $27.7 billion, it’s not the only thing going on for the CRM giant this week. In fact, Dreamforce, the company’s customer extravaganza, is also on the docket. While it is virtual this year, there are still product announcements aplenty, and today the company announced Einstein Automate, a new AI-fueled set of workflow solutions.

Sarah Franklin, EVP & GM of Platform, Trailhead and AppExchange at Salesforce, says that she is seeing companies facing a digital imperative to automate processes as things move ever more quickly online, being driven there even faster by the pandemic. “With Einstein Automate, everyone can change the speed of work and be more productive through intelligent workflow automation,” she said in a statement.

Brent Leary, principal analyst at CRM Essentials, says that combined, these tools are designed to help customers get to work more quickly. “It’s not only about identifying the insight, it’s about making it easier to leverage it at the right time. And this should make it easier for users to do it without spending more time and effort,” Leary told TechCrunch.

Einstein is the commercial name given to Salesforce’s artificial intelligence platform that touches every aspect of the company’s product line, bringing automation to many tasks and making it easier to find the most valuable information on customers, which is often buried in an avalanche of data.

Einstein Automate encompasses several products designed to improve workflows inside organizations. For starters, the company has created Flow Orchestrator, a tool that uses a low-code, drag and drop approach for building workflows, but it doesn’t stop there. It also relies on AI to provide help to suggest logical next steps to speed up workflow creation.

Salesforce is also bringing into the mix MuleSoft, the integration company it bought for $6.5 billion in 2018. Instead of processes like a mortgage approval workflow, the MuleSoft piece lets IT build complex integrations between applications across the enterprise and the Salesforce family of products more easily.

To make it easier to build these workflows, Salesforce is announcing the Einstein Automate collection page available in AppExchange, the company’s application marketplace. The collection includes more than 700 pre-built connectors so customers can grab and go as they build these workflows, and finally it’s updating the OmniStudio, their platform for generating customer experiences. As Salesforce describes it, “Included in OmniStudio is a suite of resources and no-code tools, including pre-built guided experiences, templates and more, allowing users to deploy digital-first experiences like licensing and permit applications quickly and with ease.”

Per usual with Salesforce Dreamforce announcements, the Flow Orchestrator being announced today won’t be available in beta until next summer. The MuleSoft component will be available in early 2021, but the OmniStudio updates and the Einstein connections collection are available today.

Oct
07
2020
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Okta adds new no-code workflows that use identity to trigger sales and marketing tasks

It seems that no-code is the tech watchword of the year. It refers to the ability to create something that normally would require a developer to code, and replace it with dragging and dropping components instead, putting the task in reach of much less technical business users. Today Okta announced new no-code workflows that provide a way to use identity as a trigger to launch a customer-centric workflow.

Okta co-founder and CEO Todd McKinnon says that the company has created a series of connectors to make it easier to connect identity to a workflow that includes sales and marketing tooling. This comes on the heels of the identity lifecycle workflows the company introduced at the Oktane customer conference in April.

“For this release we are introducing customer identity workflows which are focused on the connectors for all the customer-specific systems, things like Salesforce and Marketo and all the customer-centric [applications] that you’d want to do with your customer identities. And you can imagine over time that we’re going to expose this to more and more areas that will cover every kind of scenario a company would want to use,” McKinnon told TechCrunch.

McKinnon says that last year the company introduced Platform Services, which pulled apart the various pieces of the platform and exposed them as individual services, which bigger-company customers could tap into as needed. He says that this is an extension of that idea, but instead of having to get engineering talent to write complex code to tie the Okta service into say Salesforce, you can simply drag the Salesforce connector to your workflow.

As McKinnon describes this using early adopter MLB as an example, say someone downloads the MLB app, creates a log-in and signs in. At that point, if MLB marketing personnel wanted to connect to any applications outside of Okta, it would normally require leveraging some programming help to make it happen.

But with the new workflow tools, a marketing person can set up a workflow that checks the log-in for fraud, then sends the person’s information automatically into Salesforce to create a customer record, and also triggers a welcome email in Marketo — and all of this could be done automatically triggered by the customer sign up.

Okta workflows showing what happens when a person downloads and app and creates an identiy.

Image Credits: Okta

This functionality was made possible by the $52.5 million acquisition of Azuqua last year. As COO and co-founder Frederic Kerrest wrote in a blog post at the time of the acquisition (and we quoted in the article):

With Okta and Azuqua, IT teams will be able to use pre-built connectors and logic to create streamlined identity processes and increase operational speed. And, product teams will be able to embed this technology in their own applications alongside Okta’s core authentication and user management technology to build…integrated customer experiences.

And that’s precisely the kind of approach the company is delivering this week. For now, it’s available as an early adopter program, but as Okta works out the kinks, you can expect them to build on this and add other enterprise workflow connectors to the mix as it expands this vision, giving the company a way to move beyond pure identity management and connect to other parts of the organization.

Jun
16
2020
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New Box tools should help ease creation of digitally driven workflows

As COVID-19 has forced companies to move employees from office to home, cloud services have seen a burst in business. Box has been speeding up its product roadmap to help companies that are in the midst of this transition. Today, the company announced the Box Relay template library, which includes a series of workflow templates to help customers build digital workflows faster.

Box CEO Aaron Levie says that the rapid shift to work from home has been a massive accelerant to digital transformation, in some cases driving years of digital transformation into a matter of weeks and months. He says that has made the need to digitize business processes more urgent than ever.

In fact, when he appeared on Extra Crunch Live last month, he indicated that businesses still have way too many manual processes:

We think we’re [in] an environment that anything that can be digitized probably will be. Certainly as this pandemic has reinforced, we have way too many manual processes in businesses. We have way too slow ways of working together and collaborating. And we know that we’re going to move more and more of that to digital platforms.

Box Relay is the company’s workflow tool, and while it has had the ability to create workflows, it required a certain level of knowledge and way of thinking to make that happen. Levie says that they wanted to make it as simple as possible for customers to build workflows to digitize manual processes.

“We are announcing an all new set of Box Relay templates, which are going straight to the heart of how do you automate and digitize business processes across the entire enterprise and make it really simple to do that,” he explained.

This could include things like a contract review, change order process or budget review to name a few examples. The template includes the pieces to get going, but the customer can customize the process to meet the needs of the individual organization’s requirements.

Image Credits: Box

While this is confined to Box-built templates for now, Levie says that down the road this could include the ability for customers to deploy templates of their own, or even for third parties like systems integrators to build industry or client-specific templates. But for today, it’s just about the ones you get out of the box from Box.

At the same time, the company is announcing the File Request feature, a name Levie admits doesn’t really do the feature justice. The idea is that in a workflow such as a paperless bank loan process, the individual has to submit multiple documents without having a Box account. After the company receives the documents, it can kick off a workflow automatically based on receiving the set of documents.

He says the combination of these two new capabilities will give customers the ability to digitize more and more of their processes and bring in a level of automation that wasn’t previously possible in Relay. “The combination of these two features is about driving automation across the entire enterprise and digitizing many more paper-based and manual processes in the enterprise,” Levie said.

Box will not be charging additional fees for these new features to customers using Box Relay. File Request should be available at the end of this month, while the template library should be available by the end of July, according to the company.

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