Automation reduces the work that humans have to do on repetitive or monotonous tasks, which usually means a better experience for your customers and lower stress for your teams. Automation potentially saves time and money while lowering your threshold for potential errors in data entry and other tasks.
Automation involves technology that takes a task people do and relegates it to software or hardware. Automation is a streamlined process that reduces or eliminates manual steps.
There are two types of automation: unattended (actions without human intervention) and attended (actions executed by humans). Some automated tasks may combine the two.
Salesforce isn’t just the number one CRM technology offering cloud-based solutions for your business. Salesforce is also a leader in providing automation for businesses. Summit Technologies wanted to offer you a deep dive tutorial into automations.
Even if you don’t plan to build Salesforce automations yourself, but prefer to contract Summit Technologies in our Managed Services capacity as a Salesforce implementation partner, you might find the following automation terminologies useful in envisioning what Salesforce automation can do for your business.
Salesforce automations can help you build deeper connections with your customers, manage and monitor your business in real time, and help your reps be more effective closing more deals. Salesforce automations can be a powerful tool in your CRM toolbox. Read on to learn more about automations.
Background Process
This refers to an action not triggered by human input and executed by a system or bot running in the background automatically.
The four types of autolaunched triggers include:
Invokable action, meaning a process that launches when called by code or other processes
Schedule, which launches at a specified time and/or frequency
Change, which launches when a record is created, updated, or deleted
Event, which kicks off when an action takes place
Example: An example of an autolaunched trigger is scheduling a newsletter to send every Monday at 8:00 a.m.
This is the overarching umbrella term for using technology to streamline business processes and functions. This includes technologies such as workflow automation, robotic process automation (RPA), low-code application platforms (LCAP), artificial intelligence (AI), and virtual assistants (like chatbots).
Example: Technology used to streamline a multistep, cross-organization process such as customer onboarding. For a typical organization, this often requires collaboration workflows across sales, finance, and service.
The process of routing work using automation, similar to orchestration. However, it often involves more developer resources and coding.
Example: After a hard copy of a change of address is received and scanned, a person must look at the image and determine what action to take next. This then gets added to a BPM system to route it to the next step in the process.
Decision Assist (also called decisioning)
This refers to tools that help people make decisions by providing insight, recommended actions, predictions, or logic to make a decision for them. AI decisioning uses algorithms learned from historical data or behavior. Rules-based decisioning is based on “if this, then that” instructions.
Example: AI decisioning might suggest offering a 20% discount on a car insurance policy for every customer who purchased a home insurance policy. It suggests this action because it knows that customers are more likely to purchase an additional policy if they own a house. An example of rules-based decisioning is if a customer buys the red belt at your online boutique, the online store would then show the customer the red shoes to match.
Digital Process Automation (DPA)
Automation that focuses on removing routine work involving written documents such as forms, records, or letters within a workflow.
Example: Replacing a hard copy of a W-2 form with an electronic version which can then kick off an automated action upon completion.
Hyperautomation
This is a somewhat recent and increasingly popular term in automation, and one that’s primarily used by industry analysts rather than businesses or organizations. It refers to the action of scaling business process automation initiatives by identifying, vetting, and automating as many processes as possible as quickly as possible.
Example: Robotic processing automation can be used to process loan applications and quickly trigger the loan approval process.
These are tools that connect business systems like applications, data, and devices, often through an application programming interface (API). Integration means reading, creating, updating, and/or initiating an action in a system, such as sending an email or refunding a payment. The means of performing an integrated task can change depending on the type of the integration – batch jobs, syncs, events, APIs, and more.
Example: Connecting your customer portal to your internal system of record or CRM to update information in both systems.
Intelligent Process Automation
Similar to DPA, intelligent process automation includes AI functionality using technology like optical character recognition (OCR) and named entity recognition (NER).
Example: Using a picture of a driver’s license and automatically extracting the data into an electronic form which can then kick off an automated action.
This refers to the technology that manages marketing processes and multistep campaigns across multiple channels. It is typically used for outbound customer marketing activities and takes customers through the buyer journey to build long-term engagement.
Example: Email marketing automation can automatically trigger an email to follow up on abandoned shopping carts or to personalize messaging for a customer’s birthday, to increase the likelihood of engagement.
Orchestration
The act of coordinating and streamlining a business process with one or more workflows using automation.
Example: Coordinating an employee onboarding process by connecting the new hire paperwork workflow, IT provisioning workflow, and training workflow into one streamlined process.
Process
A business process comprised of one or more workflows or fully automated processes.
Example: The employee onboarding process.
Robotic Process Automation (RPA)
An application or bot usually running on a virtual or on-premises machine that can perform repetitive tasks like entering text and updating fields with prerecorded actions. It often gets used alongside OCR technology.
Example: Extracting vendor contact information from a large volume of invoices quickly.
The technology that removes or minimizes many of the manual, tedious tasks associated with the sales process.
Example: This could include creating automatic email alerts for deals over a certain size, auto-assigning tasks as a deal moves through its stages and automating approvals.
The technology that helps streamline customer service and support to improve efficiency and the customer experience.
Example: Automatically routing cases to the right department and suggesting relevant knowledge articles to address the customer’s issue.
Task
A single step or group of steps within a process that needs to be accomplished.
Example: Any singular action taken, such as filling out a form.
Trigger
Any action or event based on user or machine input that starts an automation task.
Example: Items left behind in an ecommerce shopping cart can trigger a reminder email after a preset number of hours of inactivity.
Workflow
A people-centric process involving multiple tasks completed over a period. As a result, workflows often involve dependencies, delays, and the potential for human error.
Example: A new hire workflow may involve filling out new hire paperwork such as government documents, direct deposit forms, and benefit forms.
Workflow Automation
The process of optimizing or automating tedious, manual tasks within a larger workflow. Workflow automation helps reduce bottlenecks and the potential for human error — leaving people to do what they do best: analyze data to make decisions and build customer relationships.
Example: After manually updating a new employee’s address in one system, the address is automatically updated in every system of record related to it reducing the need for duplicate data entry.
Why should your company work with Summit Technologies LLC and invest in the power of automation? Technical leaders who implement automation yield strong and measurable ROI. Time savings alone can give your employees up to four hours per week back in every 40 hour work week. Automation with Salesforce is changing the way and the speed at which companies do business.