Custom buttons to the rescue!

We have a process by which large customers are vetted to make sure they’re following all of our best practices.  We use Cases for this work.  A case is created automatically and our team works through a series of questions with the customer, making sure everyone is on the same page.  Once this is done, the case is closed.  And there, my friends, is where we run into trouble.

You see, Salesforce won’t let you set the Status on the Closed Case page to “Closed” by default.  This means that even if “Closed” is the only reasonable status for a Closed case, the agent still has to choose it from a picklist of 1.

Well, that’s just dumb!  Here’s the Idea you can promote to make this standard functionality.

The work around is to create a custom button to default the status for you.  Here’s the code:

/{!Case.Id}/s?retURL=%2F{!Case.Id}&cas7=Closed

All it does is default the status of the Case to “Closed”.  That’s it!  But it saves my agents (customers!) a two clicks per case.  With over 1100 cases per day, that’s a lot of clicks!

Advertisements

Webinars shouldn’t hurt

The Spring ’11 release preview webinars were today and I have a complaint.

First, some background.

The first hour is about the Force.com platform, and covers changes to Apex, governor limits, Visualforce etc.  I found it engaging, informative and yet not too in-the-weeds.  It made me want to go back and re-read the release notes!  Now, I won’t be able to use most of the new technology covered in this webinar, but it is good to know it exists.

The second hour is more about the “clouds” (Sales, Services, Collaboration, etc.).  It covers the new stuff that will be visible to your average Joe User and seems to be geared towards the least computer-savvy of audiences.

The tone of this second webinar was painfully simple.  There was an exchange that went something like this (a bad paraphrasing):

  • Presenter #1: New in Spring ’11 is the “Like” button in Chatter.
  • Presenter #2: You mean I don’t have to type an update, I can just click the “Like” button?
  • Presenter #1: Yep, and all your followers will see that you liked that post.

Now, I ask you, how long has Facebook had a “Like” button?  Years?  Heck, my 86-year-old grandfather has “liked” my Facebook status as recently as 2 weeks ago!  Am I supposed to believe that Salesforce.com users are less sophisticated and less unable to grasp the concept of a “Like” button than my 86-year-old grandfather?  It came across as scripted and condescending.

At that point I knew the presentation had jumped the shark.  I continued to watch the slides but hung-up the phone in disgust.

So, I humbly ask that Salesforce consider a third release preview webinar.  A hybrid of the two. A webinar for the folks who are administrating Salesforce all day.  One for those of us who want to learn and evangelize.  Releases provide enormous value to our organizations and we want to be ready.  But please, for the love of the cloud, please don’t ask me to sit through scripted banter.

2010 in review

The stats helper monkeys at WordPress.com mulled over how this blog did in 2010, and here’s a high level summary of its overall blog health:

Healthy blog!

The Blog-Health-o-Meter™ reads Fresher than ever.

Crunchy numbers

Featured image

A helper monkey made this abstract painting, inspired by your stats.

The Leaning Tower of Pisa has 296 steps to reach the top. This blog was viewed about 1,000 times in 2010. If those were steps, it would have climbed the Leaning Tower of Pisa 3 times

In 2010, there were 15 new posts, not bad for the first year! There were 5 pictures uploaded, taking up a total of 554kb.

The busiest day of the year was August 5th with 70 views. The most popular post that day was Top 10 reasons to go to Dreamforce ’10.

Where did they come from?

The top referring sites in 2010 were twitter.com, forcemonkey.blogspot.com, buttonclickadmin.com, hitztvshows.com, and linkedin.com.

Some visitors came searching, mostly for amber neill, dreamforce dress code, what to bring to dreamforce, salesforce admin questions, and dreamforce swag.

Attractions in 2010

These are the posts and pages that got the most views in 2010.

1

Top 10 reasons to go to Dreamforce ’10 August 2010
2 comments

2

Packing list for Dreamforce ’10 September 2010
3 comments

3

Documenting Custom Apps with ScreenSteps August 2010
1 comment

4

Code for Cookies August 2010
3 comments

5

iContact for Salesforce September 2010
1 comment

%d bloggers like this: