Have you come across this common business ask to setup case hierarchy? if yes follow along →

2 quick options for you

  1. Setup case hierarchy using standard, ‘parent Case’ field and related cases related list to display all related cases on a parent level. Also you can use the Case hierarch button available in lightning UI to visually see the hierachy.

2. In case, the standard UI doesn’t fit well and you would see a need for customization, WAIT!! , prior jumping to development check this utility on appexchange, if it helps→ Any record Hierarchy by Salesforce labs: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3u00000MBe9WEAT

Have you seen?

Question : Does Salesforce offers anything in the project management to track end to end project and capabilities natively ? No- Not yet out of the box. perhaps soon..

However, if you wanted to have w/o putting any extra custom efforts and not re-design the wheel, then take alook at these 3 AppExchange products (process management framework) which might fit for your use case and offers rich capabilities to cover the full spectrum.


General Product capabilties includes

  1. Run &…

If you ever stuck in the situation where you are trying to import data from Sales / Service Cloud to Marketing Data extension and face this error.

Here is what you need to do to fix this.

  1. For any user in marketing cloud to be access Salesforce CRM reports & Objects, First you need to ensure is your SFMC user has a corresponding user in Sales/ Service Cloud. IF NOT , create one and then next come back to marketing cloud under your SFMC user settings → Salesforce.com …

Ever wondered → what are these options under named credentials and how you can benefit from them:


Let’s try understand the relevance of each one this

A. Generate authorization header — This setting lets the Named Credential (salesforce) generates the autoriztion header for you when making callouts. but at times there are cases where the integrating party (azure, APIM, AWS etc.) asks you send a custom header key in the autorization header for them to authenticate you. This is where this option plays handy and salesforce gives you the option to define your own custom auth header. …

What: This is not meant for any promotioning but if you wonder & come across any of the requirements to capture feedback on your knowledge articles and log them under Salesforce for your Knowledge managment team, take a look at this app.

Collect Feedback on Knowledge Articles and Take Action on them

The Lightning Knowledge Feedback app allows you to improve your Lightning Knowledge articles by collecting written feedback on article content and managing feedback resolution.

Note this is lightning ready and you can add the components on to the screen for internal users (agents) and your customers (using API)…

There are multiple ways to unsubscribe a subscriber from receiving communications in SFMC.

Now, lets look at different permutations to understand how one can do this and how it results in synchronizing status across platforms.


A. Standard unsubscription center:

  • A subscriber opts out by clicking the link to the profile center included in each email. The user is unsubscribed in the Marketing Cloud and the Email Opt Out (hasOptedOutOfEmail) flag is checked in the CRM. …

Lets see them both -

  1. Email Services (what, why and relevance)
  2. My email to Salesforce.

Email Services — is a feautre that let’s you handle & define automated processes as soon as the email hits your salesforce instance.(salesforce Org.) It uses Apex classes to process the contents, headers of the email, and attachments of inbound email.

For example, We can create an email service that automatically creates contact/ case (any Object) records based on contact information in messages. …

Your partners are your external users who could be anyone who works directly with your business and you as a brand see the need to share your operations CRM data with them to be able to a.) colloaborate and b.) share for operational reasons so that your external partners can work onthem. And just to underline → your parnter users can be anyone from the listed actors Dealers, Finance advisors (agents), Distributors etc

Source mohit :D

Let’s try understand how the partners (users) associattion with your businesss (internal CRM) looks like —

In general, Salesforce supports thes 5 different ways to control data…

Agenda: I am sure you might have come across everyone’s favourite & a common topic Consents Management and have gone through the lengthy discussions in order to define this from business and technology perspective

ignore my handwriting :D

What I would like to do is share my experience working with different businesses and share insights on how we handled it and will describe 2 ways to capture and manage consents management.

Exciting! let’s get started..

Option 1: Handling opt ins / outs & managing consents in SFDC CRM

This is depicted on the left side in the picture where

  • The idea was to handle consents for multiple channels & capture per channel
  • SFDC is to be considered…

e.g. Microsoft Azure API Management, Mulesoft etc.

Table of content

  1. What is APIM ?
  2. What’s API Gateway ?
  3. Different examples /technology gaints surfacing API management solutions (Microsoft azure APIM, Amazon & Mulesoft)

let’s get started -

API Management: Putting in simple terms — API Management is a platform or a general layer serving a a solution to create and manage your APIs in one place (see it primarily as a facade pattern of oops)

Nutshell this is what it does → surface+ Manage your input apis+ Make them accessible to the outside world and+ Interact with your backend services all in a standarized, secure & consistent way.

in addition, this…


Salesforce Program Architect at Salesforce

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