Salto

Last week, we compared how much work time Zendesk’s Advanced AI tools need to save your agents to be worth the cost (spoiler: it was 1 min of work/hr, per agent). We’ll now take a look at just how much you can expect to save using two of the most powerful features in the Advanced AI toolset. ? Generative AI for Voice This feature automatically listens through a call recording as soon as the call is finished and generates a summary as an internal note. If we assume it takes an agent 30 seconds to write up a call summary, this feature will save each agent 30 seconds per call. If the agent takes 5 calls per hour, that’s a total of 2.5 minutes per hour. If the average cost of an agent is $0.39 per minute, we’ll save $0.98/hour per agent. ? Generative AI for Agents This feature helps your agents write ticket responses more quickly and polish their tone of voice where needed. Let’s assume it usually takes an agent 1.5 minutes to draft a well-thought out response to a ticket. Using the Generative AI for Agents feature to draft a response, that time can be cut down to ~20 seconds. If we then assume a quantity of 3 manually-drafted ticket responses per hour, that slashes the total response time from 4.5 minutes to just 1 minute. At $0.39 per minute for your agent’s time, this feature will save you $1.37 per agent, every hour. TLDR; With just these two features alone, a typical CS team could save $2.04/hour, per agent. That adds up to almost $4,000/year per agent! ?? Has your team tried Zendesk's new Advanced AI tools? If so, we'd love to hear about your experience! Drop us a comment below.

?? 8 Best Practices to Master NetSuite Custom Records ?? One of the most powerful customization options in NetSuite is the ability to create custom records. Custom records give you the flexibility to capture data needed for day-to-day operations, as well as introduce automation to manual processes. Here are five must-know tips from Sonny Spencer, BFP, ACA to ensure your custom records are efficient, secure, and easy to manage: 1?? Plan ahead – Involve end users in the planning process to ensure design and functionality are intuitive. 2?? Restrict access – Control who interacts with your records by setting the “Access Type” field to “Require Custom Record Entries Permission.” 3?? Document everything – Detailed documentation of your custom records that outlines their purpose, functionality, and related scripts/workflows will simplify future maintenance and troubleshooting. 4?? Optimize design – Keep custom record designs simple, avoiding unnecessary fields. 5?? Streamline workflows – Use custom records to streamline scripting and workflow processes by passing parameters and reducing hardcoding. 6?? Organize your data – Link your custom records to appropriate parent records by creating custom fields with the “Record is Parent” option checked. 7?? Understand functionality – Take the time to thoroughly understand the purpose and behavior of each checkbox and field in the custom record configuration, as well as teach your end user how to effectively use the record. 8?? Leverage tools – Using deployment tools to migrate your custom records from Sandbox to Production reduces the risk of human error. You may also consider third-party solutions from the SuiteApp Marketplace to address your specific business needs. With these strategies, you’ll simplify management, boost adoption, and create a better user experience. What’s your go-to tip for working with custom records? Let us know! #NetSuite #CustomRecords #CloudERP #BestPractices #Salto

Knowing exactly how your Salesforce Profiles and Permissions differ within and across orgs is crucial, especially when you’re… - Troubleshooting access issues - Standardizing access across teams - Cleaning up duplicate Permission Sets and Profiles Salto makes it quick and easy to compare permissions and keep your orgs in sync. Check out this video to see how in a step-by-step walkthrough: https://hubs.ly/Q02ZkHv70

Wondering whether Zendesk’s new Advanced AI tools are worth the cost for your team? Let’s crunch some numbers. ?? Cost of a Zendesk Agent Per Year (in USD)… Base salary: $33,000~ Pension contribution: $1,650 (5% of salary) National Insurance (or equivalent employer’s tax): $4,620 (14% of salary) Desk space: $3,600 ($300/mo) Zendesk license: $1,800 Total: $45K ?? Cost of Advanced AI Per Year (in USD)… Subscription: $50/mo Total: $600 With roughly 48 working weeks in a year and 40 working hours in a week, we can estimate that the average hourly wage of a Zendesk customer service agent in the US or UK is $23.25. That’s about $0.39 per minute. Advanced AI will cost you $0.31 per hour, per agent. Since the hourly cost of Advanced AI is roughly the same as the ‘per minute’ cost of an agent, Advanced AI really only needs to save your agent about a minute of work per hour to be worth the cost. If you’re finding Zendesk’s Advanced AI tools to be worth the investment for your team, let us know in the comments. We (and others) would love to hear from your firsthand experience!

Managing Salesforce permissions shouldn’t feel like a full-time job. Salto gives you an easier way to handle Permission Sets and Profiles while minimizing errors and saving your team time. In this blog post, we show you how you can use Salto to explore permissions, compare them across orgs, and even deploy only the permissions that are necessary. Read the full post here ?? https://hubs.ly/Q02YyqSQ0 #Salesforce #PermissionSets #ChangeManagement #DevOps

??8 Tips for Managing NetSuite User Roles ?? Making sure your NetSuite user roles are configured correctly is crucial not only for user experience, but also for the security of your organization. Overly permissive roles can expose sensitive information, but overly restrictive roles can hinder productivity. Here are some best practices to help you customize your NetSuite user roles and permissions more efficiently: ? Customize roles to align with job functions. This gives you granular control over user access and reduces security risks. ? Prioritize Role-Based Access Control (RBAC). Stick to the principle of least privilege by assigning only the permissions users truly need. ? Avoid role conflicts by analyzing responsibilities and enforcing clear access rules. ? Optimize forms for each role to improve efficiency and minimize errors. ? Grant appropriate currency permissions to users roles with the ability to modify transaction exchange rates. ? Leverage role comparison tools to identify discrepancies and streamline access. ? Future-proof customizations to adapt seamlessly to organizational changes. ? Avoid assigning built-in roles (except “Administrator” and “NetSuite Support Center”) to prevent vulnerabilities. These tips will help you manage roles like a pro while safeguarding your NetSuite environment. Which of these are you already doing? Got any other recommendations to share? Let us know below ?? #NetSuite #UserRoles #BestPractices #CloudERP

Ready to streamline your multi-org release process? Join our upcoming Salto demo featuring Dan Putman, where we’ll show you how to tackle promotions and back-promotions with ease ?? Register now and join us on November 20th! https://lnkd.in/ebcP8Yjq

We’re excited to announce our new partnership with 3RP - Oracle NetSuite Alliance Partner! Together, we’re committed to enhancing configuration management and deployment processes for our customers. By combining 3RP's expertise with Salto’s automated platform, we’re enabling fast, reliable, and risk-free deployments from Sandbox to Production environments. Read more about our partnership here: https://hubs.ly/Q02XWxbW0

Is your Zendesk support ready to scale? Join us Tuesday November 19th for a live webinar, where Salto Customer Engineer Scott Dixon and Zendesk Customer Success Director Tara Myles will dive into the strategies and tools you need to handle higher ticket volumes and more complex workflows with ease. Don’t miss your chance to learn from the experts and get your questions answered—sign up below! ??

?? Impact Analysis: The Essential Guide for Salesforce Admins Ever made a small tweak in Salesforce that seemed harmless but later caused ripple effects throughout your org? This is where impact analysis can make a world of difference. By identifying and assessing the impact of proposed changes to your Salesforce org, you minimize unexpected issues and set the stage for a smoother, more controlled deployment. Here’s how to approach impact analysis effectively: 1?? Map Dependencies Thoroughly – Before making any changes, identify related objects, fields, and automations to ensure nothing breaks downstream. It’s also important to assess the impact of changes on integrations connected to your Salesforce environment. To automate this mapping and get a clear view of all dependencies, you may also consider leveraging a tool like Salto. 2?? Simulate Changes in a Sandbox – Testing in a sandbox helps you see how changes will play out in real-world scenarios without affecting live data. It’s a crucial step that can help prevent costly mistakes before deploying changes to production. 3?? Document Everything – Keeping a detailed record of changes and their impacts is essential for ongoing maintenance and future updates. It also provides a valuable reference for stakeholders, helping your team understand what’s been modified (and why) and ensuring alignment across your entire team. Impact analysis isn’t just a “nice-to-have”—it’s essential for stability, efficiency, and smooth scaling in your Salesforce environment. With the right approach and tools, you can bring confidence and control to every change you make.