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Exam Code: ADM-261 Practice exam 2023 by team
ADM-261 Service Cloud Administration

Exam Details for ADM-261 Service Cloud Administration:

Number of Questions: The exam consists of approximately 60 multiple-choice and multiple-select questions.

Time Limit: The total time allocated for the exam is 105 minutes (1 hour and 45 minutes).

Passing Score: To pass the exam, you must achieve a minimum score of 65%.

Exam Format: The exam is conducted online and is proctored. You will be required to answer the questions within the allocated time frame.

Course Outline:

1. Service Cloud Overview:
- Introduction to Service Cloud and its features
- Differentiate between standard and custom objects in Service Cloud

2. Service Cloud Console:
- Understand the Service Console and its capabilities
- Configure console components and settings
- Customize the console layout and design

3. Service Cloud Data Model:
- Understand the data model for cases, accounts, contacts, and assets
- Configure and manage case assignment rules
- Set up and use case escalation rules

4. Service Cloud Automation:
- Create and manage workflows and process builder in Service Cloud
- Use escalation rules and auto-response rules to automate case management
- Implement entitlement processes for service level agreements (SLAs)

5. Service Cloud Security and Access:
- Configure profiles and permission sets for Service Cloud users
- Define data sharing rules and roles
- Implement field-level security and record-level security

6. Service Cloud Analytics and Reporting:
- Create and customize reports and dashboards for service metrics
- Understand and utilize Service Cloud Einstein Analytics features
- Monitor and track agent performance and customer satisfaction metrics

7. Service Cloud Implementation Strategies:
- Understand best practices for Service Cloud implementation
- Plan and execute a successful Service Cloud deployment
- Manage change and adoption within the organization

Exam Objectives:

1. Understand the core features and components of Service Cloud.
2. Configure and customize the Service Console to meet specific business requirements.
3. Manage and automate case management processes using workflows, process builder, and rules.
4. Implement security measures and control access to Service Cloud data.
5. Generate reports and dashboards to monitor service metrics and agent performance.
6. Develop and execute a Service Cloud implementation strategy based on best practices.

Exam Syllabus:

The exam syllabus covers the following topics:

1. Service Cloud Overview
- Standard and custom objects
- Service Cloud features and benefits

2. Service Cloud Console
- Console components and settings
- Console layout and design customization

3. Service Cloud Data Model
- Cases, accounts, contacts, and assets
- Case assignment and escalation rules

4. Service Cloud Automation
- Workflows and process builder
- Escalation rules and auto-response rules
- Entitlement processes

5. Service Cloud Security and Access
- Profiles and permission sets
- Data sharing rules and roles
- Field-level security and record-level security

6. Service Cloud Analytics and Reporting
- Reports and dashboards customization
- Service Cloud Einstein Analytics
- Agent performance and customer satisfaction metrics

7. Service Cloud Implementation Strategies
- Best practices for implementation
- Deployment planning and execution
- Change management and adoption strategies

Service Cloud Administration
Salesforce Administration approach
Killexams : Salesforce Administration approach - BingNews Search results Killexams : Salesforce Administration approach - BingNews Killexams : Salesforce Change Management: 6 Tips to Simplify it

In the ever-evolving landscape of business technology, adapting to change is no longer a choice — it’s a necessity. And when it comes to managing those changes seamlessly, Salesforce stands tall as a powerhouse. However, navigating the intricate realm of Salesforce Change Management can often leave even the most seasoned professionals scratching their heads.

We unveil six invaluable tips that promise to unravel the complexities, making the process not just manageable, but downright straightforward. Whether you’re a salesforce novice or a seasoned pro, these insights will empower you to wield change as a tool for growth, without breaking a sweat.

Clear Change Identification and Prioritization

Before embarking on any salesforce changes, it’s essential to meticulously define the scope and objectives of the proposed modifications. This involves a detailed analysis of the current system, identifying pain points, and recognizing opportunities for enhancement. Once potential changes are identified, a rigorous prioritization process should be employed.

This prioritization should be based on factors such as the anticipated business impact, alignment with strategic goals, and feasibility of implementation. The impacts of any change should be thoroughly evaluated, considering both short-term and long-term consequences. This includes assessing potential disruptions to existing processes, workflows, and user experiences, as well as estimating the financial, resource, and time investments required for successful implementation.


Cross-Functional Collaboration

Successful salesforce change management thrives on collaborative efforts across diverse departments. Forming a dedicated change management team comprising representatives from different functional areas fosters a holistic approach. Involving stakeholders early in the process ensures that all perspectives are considered, mitigating resistance and enhancing buy-in.

Open communication channels must be established to facilitate idea sharing, status updates, and issue resolution. This collaborative synergy not only promotes comprehensive change planning but also empowers a sense of ownership among stakeholders. By uniting expertise and insights from various disciplines, organizations can navigate change with collective strength and drive more successful implementations.

Comprehensive Change Documentation

Thorough documentation is the backbone of effective salesforce change management. Detailed records of change requests, requirements, and implementation plans ensure a clear roadmap for all involved. A well-maintained repository of version-controlled documentation facilitates transparency, aiding in tracing the evolution of changes and reducing confusion. This meticulous documentation also supports knowledge transfer, enabling seamless onboarding and continuity.

By meticulously capturing every step and decision, organizations establish a reliable foundation for change, ensuring that stakeholders remain informed and aligned throughout the process. Robust documentation safeguards against uncertainties and serves as a valuable resource for future enhancements.

Thorough Testing and Quality Assurance

Rigorous testing and quality assurance are cornerstones of successful Salesforce change management. Crafting comprehensive test plans and scenarios allows for the meticulous examination of new configurations and functionalities. User Acceptance Testing (UAT) involving end-users validates the changes from a practical standpoint, ensuring they meet user needs and expectations.

Addressing any detected bugs, performance issues, or discrepancies during testing guarantees a smoother transition. A robust testing phase minimizes post-implementation disruptions and fosters user confidence. By prioritizing quality assurance, organizations fortify their change management process, delivering dependable solutions that align seamlessly with business objectives.

User Training and Support

Empowering users through effective training and ongoing support is pivotal in salesforce change management. Developing comprehensive training materials, including guides and tutorials, equips users with the knowledge to navigate new features and processes. Conducting engaging training sessions and workshops enhances user proficiency and fosters a positive transition experience.

Providing accessible avenues for user support, such as help desks or forums, ensures timely issue resolution and knowledge sharing. Prioritizing user training and support cultivates user confidence, reduces frustration, and promotes efficient utilization of the salesforce platform, ultimately contributing to the success of change initiatives.

Effective Change Rollout and Monitoring

A well-executed change rollout and vigilant monitoring are pivotal to salesforce change management success. Careful planning of controlled rollouts or pilot launches ensures gradual adoption and minimizes disruption. Monitoring user adoption, feedback, and system performance provides valuable insights into the effectiveness of implemented changes. Iterative improvements based on real-time data help fine-tune configurations and address evolving needs.

This proactive approach guarantees that the change’s impact aligns with expectations, promoting sustained user satisfaction. By maintaining a watchful eye on the ongoing change process, organizations can swiftly adapt, optimize, and enhance the Salesforce environment, driving long-term success and continuous improvement.

Simplifying Salesforce change management is a multi-faceted endeavor that demands strategic planning, collaboration, documentation, testing, training, and vigilant monitoring. By adhering to these key principles, organizations can navigate transitions with clarity, engage stakeholders effectively, and ensure seamless system enhancements. Embracing change as an iterative process allows for agility and continuous improvement, leading to a Salesforce environment that not only meets current needs but also lays a solid foundation for future innovation and success.


Sun, 13 Aug 2023 23:03:00 -0500 en-US text/html
Killexams : Ready for Whatever Is Next Thanks to a Cutting-Edge CRM Platform No result found, try new keyword!How Ncontracts, an integrated risk and compliance management solution company, supported a pivot and powered steady growth. Thu, 10 Aug 2023 09:16:00 -0500 text/html Killexams : A healthcare revolution — as seen at Salesforce World Tour London

The NHS is a juggernaut in the healthcare sector and its strength comes from dedicated healthcare professionals in service. However, even the mightiest have their limits. Funding strains and scarce resources clash with escalating costs and an ageing population. A workforce shortage dilemma looms, burdening overworked staff and compromising care quality, and waiting lists have become a battleground, leaving patients yearning for adequate attention. These are some of the daily challenges at play, testing the resilience of organisations, workers and patients alike. The dire need for a solution to these problems is driving the uptake of next-generation technology for its capacity to Strengthen outcomes and the burden of care. NHS Professionals and non-profit clinical trials specialist Protas know first-hand the transformational power of AI-driven digital transformation, and their leaders shared their experience with the public at Salesforce World Tour 2023. 

Workforce management 

NHS Professionals is the largest staff bank and business in Europe dedicated to NHS staff. "We serve about the equivalent of 180,000 clinicians in the NHS in a transient manner every week and provide about 46 million hours of care through our workforce," said CEO Nicola McQueen, noting the organisation is undergoing a significant digital transformation to better deploy, interact with and utilise their workforce.  

McQueen said one of the biggest challenges is “utilising every hour of care our workforce can provide in a flexible way that suits them”. She noted that another challenge is quickly mobilising and training large numbers of workers with diverse skills, something NHS Professionals learned through the pandemic. 

David Callow, CIO at NHS Professionals, said the agility of the Salesforce platform allows them to quickly change and sculpt their service without needing a lot of new code or long waterfall processes. "We are using Marketing Cloud, Service Cloud and Sales Cloud to deliver a service that treats workers as humans, not as a number in the system, and makes their lives easier," he explained. 

With Salesforce, the organisation has moved from a system where workers had to find and book their shifts to a system that proactively pushes relevant shifts to workers based on their patterns and motivations. 

Dr Simon Eccles, Chief Health Officer at Salesforce and former Chief Clinical Information Officer at the NHS, said the quantum leap in management capability that NHS Professionals experience with Salesforce is powered by AI technology. "Doctors, nurses, and health professionals must be rostered into complex staff grids. Artificial Intelligence allocates people into the right slots, takes care of their leave, and comes up with the best possible match. So much quicker and with so much less effort that AI will transform care delivery for the better." 

Staff retention is key to delivering better services to patients, and McQueen believes that making shifts more flexible will help with that. She said: "As workers want flexible work, they need to keep training and development in relevant areas, and with Salesforce, we can give workers the ability to track their career progress effectively. Having this capability at their fingertips is critical to deliver a good experience to the staff." 

Patient engagement 

Empowerment is another key area where virtual care has a role to play. While the NHS does not market its services, it communicates with citizens to encourage them to attend appointments or screenings. "Salesforce's solutions can help target communications to different citizen groups in more effective ways, for example, by sending different types of reminders to those who always attend, those who need flexibility, and those who do not engage well," said Eccles, noting that providing citizens with clear care pathways and effective communication gives them more control and empowerment, which can help them receive the right care and act as their own advocates. "This patient engagement leads to better health outcomes and reduces the burden on the system," he added. 

Protas, the not-for-profit designer of randomised clinical trials, is a success story on the engagement front. Stefan Blixen-Finecke, the company CIO, explained how they are designing clinical trials with efficient use of data and technology tailored to the needs of the trial rather than a generic approach. 

The main challenge is that current clinical trials are excessively costly, burdensome for participants, and often fail to generate clear evidence to develop new treatments for common diseases. All of this results in fewer new treatments for common conditions. 

"We are building a unified platform on Salesforce technology to manage all aspects of clinical trials from start to finish, tailoring the platform closely to the needs of each trial to Strengthen data quality and user experience," Blixen-Finecke said, noting the partnership Protas-Salesforce is enabling others to run trials more affordably and effectively. 

Protas is also implementing quality assurance and quality control during data entry to Strengthen data quality and DevOps practices to enable frequent changes and updates to the platform while maintaining validation and compliance. 

Protas and NHS Professionals are paving the way for next-gen digital transformation in the healthcare sector. Their experiences demonstrate that solutions that combine care coordination, citizen engagement, and AI can help reduce the burden of care. When implemented effectively and ethically, these digital technologies have the potential to transform care and Strengthen health outcomes genuinely. The key is providing a more patient-centred and personalised view of care that empowers citizens and clinicians with the right information and tools. 

Read next a detailed account of the public sector sessions
delivered at Salesforce World Tour London.

Sun, 13 Aug 2023 22:02:00 -0500 en text/html
Killexams : Can FINN Win The Vehicle Subscription Service Race?

Over the past 15 years or so, the subscription business model has seen explosive growth as evidenced by companies like Netflix, Amazon Prime and Spotify on the consumer service side and Salesforce, Adobe, Intuit and DocuSign on the B2B side. Zuora founder Tien Tzuo coined the phrase “the subscription economy” to describe the phenomenon.

Subscription growth holds true for even high-ticket items like cars. The global vehicle subscription market reached $3.38 billion in 2022 and is expected grow exponentially to $173.47 billion by 2029, according to Fortune Business Insights. Europe currently dominates the global vehicle subscription market share with a little under one-third of the global market, followed by North America.

The Munich, Germany-based vehicle subscription company FINN is racing to expand its business in Europe and the US.

Founded in 2019 by Maximilian Wühr, Nikolai Schröder, Andreas (Wixler) Stryz, Max Beyer, Hans-Peter Ringer and Max-Josef Meier, FINN entered the US market in early 2022 with the goal of making a car subscription service easy and more affordable. Signup is done entirely online with one flat fee for the rental that covers everything, including insurance. The car is dropped off to customers anywhere in their service area. In the US, the company is currently operating in 11 Eastern states and Washington, D.C. This founder’s journey is based on my interview with FINN co-founder and CEO Maximilian “Maxi” Wühr who at age 28 was named to the 2023 Forbes Europe 30 under 30 list.

“I bought my first car in the US on the West Coast when I was studying there, and it was one of the worst customer experiences that I had. From beginning to end, I felt like I was taken advantage of and so it was just this huge hassle. And so when I thought about starting a company, I went back to what were the biggest pain points that I had and that probably many people also had and what I could do to relieve that hassle and pain,” says Wühr.

Wühr returned to Munich to help start FINN, whose stated mission is to make mobility fun and sustainable. Toward that goal, the company even offsets the entire CO2 emissions of their fleet based on the average vehicle consumption. For every kilogram of CO2 emitted, FINN pays a fixed amount to ClimatePartner, with the proceeds benefiting select climate protection projects.

Wühr, his co-founders and the 400-person team they’ve assembled are betting that their approach will differentiate them from competitors like Sixt+, Autonomy, Freshcar, Drive Flow and Enterprise and OEM subscription arms from Care by Volvo and Porsche Drive, plus a host of others. Each offers their variations of models, pricing and market availabilities.

The FINN approach seems to be working. “We grew from zero to €4 million of annualised revenue in the first year, four to €40 million in the second, 40 to €100 in the third, and now stand at roughly a €150 million revenue run rate. And at the core of this success is the idea that people struggle with the process of getting a new car and how can they can access individual mobility, and I think we have quite a compelling product to offer in that regard,” says Wühr.

How does the company manage with six co-founders? “We have quite a large amount of co-founders. They are all extremely talented, and they make my life a lot easier. And so ultimately, we have very, very clear responsibilities and therefore I can focus on the biggest objectives that I have. I have colleagues that I know and trust that are taking over a ton of responsibility, a ton of ownership. And that enables us to grow quite quickly,” says Wühr.

Wühr and his company’s backers are counting on that exponential growth continuing, as the car subscription business is capital intensive requiring an extensive fleet of vehicles available for on-demand subscriptions. So far, FINN has secured $720 million in debt and leasing facilities and $150 million in equity to support its fleet growth in the upcoming years.

Their latest funding was raised in July of 2023 for a Debt Financing round of €25 million by Avellinia Capital. Its €115 million B Round in May 2022 was led by Korelya Capital. Waterfall Asset Management led another Debt Financing round of $200 million in March of 2022, which came on the heels of a €500 million Debt placement in December of 2021 through Credit Suisse and Waterfall Asset Management. Additional investors include White Star Capital, HV Capital, Picus Capital and others.

Wühr grew up in a small village in Bavaria, Germany close to the Czech border. His father was a dentist and mother had a bookstore and, like the young Wühr, they were never satisfied with the status quo. “My father now is basically only working one day as a dentist, and he's a professor at a university, but not as a dentist, but rather a general practitioner. He always tried out different stuff, and was also always very, very curious to learn. And I think that's where I got my learning attitude from. And my mother in a similar way, but a lot more practical,” says Wühr.

He got his first taste of being an entrepreneur as a teenager building websites for local businesses. He would go on to graduate from Ludwig-Maximilians-Universität München with a degree in economics and continue his studies at Università Bocconi in Milan, Italy; the Center for Digital Technology and Management (CDTM) in Munich and later was a visiting scholar at the University of California Berkley in information technology.

After his studies, he thought he would enter the finance field, but wanted to find a place where he could have more responsibility and immediate impact. “I joined a couple of start-ups early on. And, and one of the most motivating things for me was to see how you can have huge impact at an extremely early stage. I actually jumped around quite a bit, did that a couple of times and in different challenges. And then ultimately, after four years of working in the Munich start-up ecosystem, thought that it was time to now found a company myself,” says Wühr.

As for the future? “We want to expand to California and Florida over the course of the next 12 months. And also looking at other states, for example, Georgia, the Carolinas or Texas for an expansion in late 2024. The other perspective that I have is, I want to make sure that we accelerate electric vehicle adoption. So, we currently have a 30% electric vehicle share in our fleet. And we want to make subscribing to an electric vehicle, the easiest choice that our customers ever faced,” concludes Wühr.

Tue, 15 Aug 2023 08:49:00 -0500 Bruce Rogers en text/html
Killexams : Zennify Appoints Salesforce Alum Michael Rouleau as Chief Revenue Officer

Former customer success leader at Salesforce and Financial Services Executive at Bank of America and Accenture brings best-in-class delivery to further profitability and growth.

SACRAMENTO, Calif., Aug. 15, 2023 /PRNewswire/ -- Zennify, a leading Salesforce and nCino consultancy, today announced the addition of Michael Rouleau as Chief Revenue Officer. Rouleau is a seasoned go-to-market leader with a unique portfolio of experience. 

Zennify (PRNewsfoto/Zennify)

Rouleau brings over 30 years experience optimizing technology for business success. Most recently, Rouleau served as Senior Vice President of Customer Success at Salesforce, leading the North American Financial Services Operating Unit. In his role, Rouleau advised and guided customers with implementations, integrations, roadmaps, user experience, value benchmarking, and process discipline for an optimized Salesforce investment. 

Prior to that, Rouleau was a Technology & Operations executive at Bank of America, as well as a Financial Services executive at Accenture. He's also a military veteran.

"I've worked with the Zennify team over the years as the go-to partner for financial institutions," said Michael Rouleau, CRO, Zennify. "Zennify's approach goes beyond successful implementations and focuses on maximizing capabilities across the business. I'm excited to build upon their current momentum and deliver long-term, sustainable growth to both current and future customers."

"I am very excited for Michael to join our leadership team," said Chris Conant, Zennify CEO. "Michael brings a wealth of senior leadership experience to our organization, which we believe will be transformative for Zennify. His track record of success leading teams at Salesforce and Bank of America, along with his years at Accenture driving enterprise technology deployments in Financial Services, make him an ideal addition to our team. This is a powerful combination that will be a huge value-add to our customers and partners."

As the Chief Revenue Officer, Rouleau, with the executive team, will provide a structure and cadence to allow Zennify to take advantage of its excellent reputation in the market. 

Salesforce and others are among the trademarks of, inc.

Additional resources:

Find out more about Zennify's services
Follow Zennify on LinkedIn

About Zennify
Zennify is an award-winning technology consulting firm that delivers impeccable solutions not only for its customers, but the community at large. As a Salesforce and nCino partner with a 4.9/5 Customer Satisfaction Rating and investment from Salesforce Ventures and Tercera, Zennify has a reputation for successfully leading complex digital projects for banking, wealth management and insurance companies around the world. Zennify proudly gives 1% of all project costs back via community service and also earned a spot on this year's Inc. 5000.

More information can be found at

Media Contact:
Cathy Summers
Summers PR

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SOURCE Zennify

Tue, 15 Aug 2023 03:00:00 -0500 en text/html
Killexams : Certinia summer release brings 'pragmatic' AI and team playbooks to finance and projects
(© AndreyPopov via

Certinia, the services business systems vendor previously known as FinancialForce, introduces its summer release today. As well as new AI features — obligatory in any vendor product announcement these days — there's an interesting new approach to finance automation that brings the concept of template playbooks to managing finance processes such as the monthly close. Other new capabilities include further improvements to resource management, a new overview dashboard for managing multiple projects, more detailed analysis and control of procurement, and an improved dashboard for tracking customer success.

The emphasis of the new AI capabilities is on practical outcomes, which Certinia frames as 'pragmatic AI'. These harness the Einstein Discovery statistical modeling and machine learning toolset that forms part of the underlying Salesforce platform on which the Certinia product set is built. The goal is to go beyond predictive analytics to offer suggested steps towards a achieving an improved outcome. Dan Brown, Chief Product and Strategy Officer at Certinia, explains:

We've had artificial intelligence capabilities in our systems, whether it's auto-regressions in forecasting for various financial and services metrics, or in the optimization functionality in our resource management. But with the summer release, we're introducing a different set of capabilities, some of which have been in early adopter. These capabilities are really more about how you take the data that is in your Salesforce system, and bring it into an Einstein Discovery solution, and then incorporate it back into your application.

We think about this as a very pragmatic approach. It's something that provides greater visibility into how you use artificial intelligence, in contrast to how artificial intelligence can be really a black box inside of a solution. This is more of a solution where you can see the application, you can incorporate it into your system of record, and take action on it.

For example, a report on the number of days customers take to settle invoices not only shows the metric over time, but also makes suggestions about how to achieve faster settlement and shows the projected impact on cashflow. Other examples include suggesting ways to Strengthen the profitability of planned client projects, how to fine-tune services estimates to Strengthen win rates, or ways of more quickly allocating staff to projects in a resource management context. In each case, the potential impact is shown to help decision-making and provide new ways of understanding the business. Heidi Minzner, Vice-President, Product Management, elaborates:

We consider these scenarios [as] closed-loop, meaning not just giving an indication of something that might happen, but also what steps you can take to Strengthen those metrics or change the business outcome.

We also consider them end-to-end ... not just applying them in the application where the user's taking action, but also extending some of our existing analytics dashboards to include these key metrics as well. So you can get a different view of already established business metrics and how the changes that you might make based on the suggested improvements might also change your analytical outlook or your business metrics.

A playbook for period end

New finance automation capabilities include a partnership with OCR and NLP vendor Klippa to automate accounts payables throughout the Certinia system, along with a highly topical function that can apply an inflationary price uplift to selected billing contracts at once, rather than having to update each individually. But in this release, Certinia has also thought about supporting the teamwork required to streamline automation. Brown explains:

This is in part automation, but it's also in part about accounting teams and teamwork. It shouldn't surprise you that that's an important theme for us, since much of our software is about how teams come together and deliver value.

To this end, Certinia has taken the concept of playbooks, which are a core component in its customer success offering, and applied the same concept to finance and accounting processes. A playbook is simply a set of tasks and processes that an organization uses to handle certain events, which acts as a template that users can follow to ensure the various tasks are completed as required. For example, the summer release includes a playbook template that finance teams can use for the period end process. This not only makes it possible to ensure that everything is done on time — because the playbook is digital, it becomes possible to go back and analyze where the process can be improved. Minzner explains:

We can create all the tasks related to period end. You can do assignments of those tasks. They can be scheduled, and they are repeatable. Accounting teams will really start to get a good gauge on what is their true days-to-close metric by having the start and end dates for each of those assignments.

These aren't just for period end. They're actually accounting playbooks, we just have special designation for period ends, since it centers around a period with well-defined dates. But you might imagine using a playbook for an external audit, or your annual operating plan, so it's not exclusive to period-end.

Playbooks are a familiar concept in services organizations for handling projects and implementations, but Certinia is somewhat unique in applying the concept to back-office operations in this way, believes Brown. He sees it as an important differentiator:

We believe that in service economy companies, as we continue to drive automation in your system of record, you're going to need software that facilitates collaboration and team orientation. We think we're uniquely positioned in that regard.

Tracking customer success

New features in the Customer Success (CS) Cloud include a Success Tracker dashboard, which provides a single view of all tasks and objectives in a success plan. CS leaders can view analytics for operational metrics across the CS function. And there's continued emphasis here too on best practice playbooks and template success plans. Brown comments:

The point here is that templatizing and normalizing this type of work is really on the strategic agenda for all customer success leaders. There's a degree of opaqueness on what activities are being done, and what activities have high leverage for success. That's really what the strategy is here, and this continues to be driven by large, strategic customers in our portfolio.

In a briefing with media and analysts ahead of today's release, Scott Brown, CEO of Certinia, included news of signing the company's largest deal in its history in the quarter just closed, one of a number of new wins for the company. He observed:

We continue to have really good success, in particular with net-new logos, where a lot of software businesses today are really suffering on getting new customers to come in and invest in their platform for the first time. We've been very fortunate to have a lot of customers that are brand new to us join the Certinia family, including this largest deal that we just did, and to have the capability to grow with them over time.

He said that the name change from FinancialForce to Certinia has been very well received. Equally important, it helps to reposition the brand as an end-to-end platform for services organizations and businesses. He added:

It's given us the degrees of freedom to open our aperture on everything that we want to do, from opportunity to renewal. So many people that talk just strictly about a PSA space or an ERP space is much narrower than what we aspire to be, as you've seen, and the impact that we want to have for our customers.

My take

Pragmatism shows through, not only in the approach to AI — avoiding generative AI hype — but also in the introduction of the concept of playbooks to the accounting function. Typically, back-office vendors have left the management of work to other teamwork and collaboration platforms, so it's interesting to see Certinia building this into its product offering. In my view, it's an astute move. Digital teamwork becomes increasingly important as organizations become more digitally connected.

Wed, 16 Aug 2023 03:51:00 -0500 BRAINSUM en text/html
Killexams : WadiTek’s Ascension: A Detailed Look into Their Recognition on Inc. 5000’s 2023 List

This year, WadiTek, a Washington, D.C.-based technology consulting and staffing firm, has secured its place on the Inc. 5000 list for 2023, a remarkable achievement that highlights the company’s innovative approach and unrelenting pursuit of excellence. Ranking 255 in the Washington Metropolitan area, this recognition underscores WadiTek’s growing influence and success in the region. This recognition is a testament to WadiTek’s dedication to quality, innovation, and customer satisfaction in the fields of Tech staffing, Salesforce and their use of AI. 

An Unwavering Commitment to Excellence

WadiTek’s journey to success has been driven by an unwavering dedication to excellence and a relentless focus on providing measurable value to clients.

Founding Vision

CEO AJ Faraj, who founded the company along with staffing industry executive Ali Quadri (COO), emphasizes WadiTek’s commitment to quality, stating: “Our journey is one of relentless commitment to quality and investing in our dedicated teams and innovative AI technology tools.” This dedication is evident in every aspect of WadiTek’s operations, from its proprietary recruitment processes to its tailored staffing solutions.

Navigating the Complex Intersection of AI and Human Resource Management

The intersection of Artificial Intelligence (AI) and Human Resource Management (HRM) offers a complex and evolving landscape, one that companies like WadiTek are navigating within the technology consulting sector. A recent review that analyzed the relationship between artificial intelligence and workplace outcomes provides a valuable lens through which to understand these dynamics.

This systematic review, the first of its kind, examined 60 papers published over a 25-year period, encompassing themes across the ‘antecedents, phenomenon, outcomes’ framework within HRM. The study’s findings highlight both opportunities and challenges tied to the implementation of AI, particularly its effect on workplace and organizational outcomes.

Such a comprehensive investigation resonates with broader industry trends, and companies like WadiTek, that are making use of AI in areas like recruitment. The study emphasizes the need for continuous research to ensure that the potential benefits of AI are harnessed responsibly, avoiding pitfalls and biases that can arise from misapplication.

This academic perspective serves to contextualize WadiTek’s approach and the industry at large. It reminds technology companies of the importance of being attuned to scholarly discourse and ongoing research, as they strive to innovate and adapt in a field that continues to evolve rapidly. The review also illustrates the multifaceted nature of AI’s impact on the workplace, a subject that undoubtedly will continue to shape the future of technology consulting and HRM practices.

Innovation and Client-Centered Approach

COO Ali Quadri further emphasizes the company’s differentiation through innovation. He proudly states, “What sets us apart is our ability to seamlessly integrate innovative technology into every step of the recruitment journey.” This approach, combined with their meticulous development processes, allows WadiTek to align perfectly with their clients’ needs.

Staffing Services

WadiTek’s tailored staffing services are a prime example of their commitment to meeting the evolving needs of various industries. They have a range of placement services and invite potential candidates and employers to discover how they can find the perfect fit.

Leading the Charge in Salesforce Innovation: WadiTek’s Commitment to Future Growth

Beyond staffing, WadiTek also exhibits excellence in Technology and Salesforce, a field that is rapidly growing and in demand across various sectors. Their services encompass a broad range of innovative solutions tailored to resonate with both the public and private sectors. This commitment to innovation, especially in Salesforce Consulting, sets them apart and aligns with WadiTek’s recognition among Inc. 5000’s fastest-growing private companies. It sets the stage for future growth and success, allowing them to provide diverse solutions crafted for tomorrow’s challenges. WadiTek’s unique combination of excellence in Salesforce Consulting, staffing, and technology enables them to stand at the forefront of this expanding field, meeting the needs of an ever-evolving marketplace.

A Promising Future

WadiTek’s debut on the Inc. 5000 list not only honors their past successes but also signals a promising future filled with continued growth and leadership within their field. As they look to the future, their commitment to exceeding expectations at every turn remains their guiding principle.

WadiTek is not just another name in Washington, D.C.’s fastest-growing companies; it represents a vision driven by excellence and innovation. With over 25 years of combined experience, the founders have built WadiTek into a vital partner to businesses and government agencies alike.

A Culture of Collaboration

The team at WadiTek consists of multidisciplinary and multicultural professionals who value collaboration. They take pride in delivering excellence to customers across various sectors, reflecting the commitment to quality and relentless pursuit of excellence that has led to successful service to global brands and government agencies.

They have an array of Exciting Career Opportunities and invite clients to explore their official website for more information about WadiTek’s services.

Embracing the Future: WadiTek’s Innovation and the Evolving Landscape of Technology

WadiTek’s recognition on the Inc. 5000 list is more than an individual success; it represents a promising synthesis of innovation, dedication, and excellence within the technology sector. This acknowledgment resonates with the wider industry’s pursuit of understanding and leveraging artificial intelligence (AI) in the workplace, as illustrated by exact scholarly reviews.

The spotlight on WadiTek provides a glimpse into the future of technology consulting and human resource management. As the industry continues to evolve, the fusion of technology and human insight remains paramount. WadiTek’s ascent is a testament to the possibilities that arise when innovation is aligned with the multifaceted human dimensions of business. It’s a story that inspires confidence and curiosity about what the future holds for technology companies striving for growth and integrity.

Tue, 15 Aug 2023 01:43:00 -0500 Adriaan Brits en-US text/html
Killexams : Certinia's Summer 2023 Release Introduces AI Functionality and Updates Improving Productivity, Efficiency, and Decision Making

Release includes innovative new Artificial Intelligence (AI) capabilities that will enable service businesses to deploy pragmatic AI use cases; as well as new project and resource management features

Certinia, the platform for services business, today announced the general availability of its Summer 2023 product release. This release includes valuable updates to Certinia's Services-as-a-Business platform that empower both new and existing customers to achieve a single source of certainty in their services operations.

The latest capabilities are focused on empowering services providers to deliver more efficient and cost-effective projects by automating and streamlining resource management and providing time-saving enhancements for accounting teams. Customers leveraging these capabilities will be better equipped to navigate growth and they'll have the insights to respond to market and business uncertainties with greater confidence.

Introducing Embedded AI Functionality

Certinia's pragmatic approach to AI is changing how global mid-sized enterprises address the challenge of adopting AI into their Finance and Professional Services operations, with AI use-cases augmenting Certinia's products. This approach will elevate services business with role-based actions, not just insights, delivered at the point of impact.

Pragmatic AI reduces the uncertainty and risk around investing and adopting AI by providing curated datasets, closed-loop models that make recommendations to Strengthen model accuracy, and expert support and services from Certinia. By leveraging Salesforce's Einstein Discovery Machine Learning (ML) models with an end-to-end platform for financial and operational data, organizations can have greater trust, control and confidence in operationalizing AI for more accurate cash flow forecasting, planning, staffing, and decision making.

The Summer 2023 product release includes updates that support the following use cases: identifying risk and proactive mitigations to scheduled project work, improving service margins, as well as predicting days to pay in cash flow forecasting. Certinia continues to take a broad strategy to ML with future investments on its roadmap.

Elevated Project Management for Greater Productivity

Central to the Summer 2023 release is the enhancement of project management capabilities. The introduction of the Task Board component enables project teams to boost productivity through seamless task updates using intuitive drag and drop functions. Program Managers gain greater visibility of the status and financial performance of multiple projects with Project Overview, leading to reduced administrative work and more accurate revenue forecasting. Additionally, improvements to the Scheduling Risk Dashboard, which launched in Certinia's Spring 2023 release, empower project managers to identify potential risks to upcoming scheduled work and take timely precautionary measures to uphold margins.

Optimized Resource Management for Enhanced Efficiency

Resource Management receives significant enhancements in the Summer 2023 release. Integration with Google and Microsoft Outlook calendars allows project managers to quickly assess the team's availability when scheduling events from within a project. Resource Managers can effortlessly edit resource assignments with advanced work planner features and easily pinpoint the right resources for projects based on employees' previous experience and work history. These highly-requested updates optimize resource utilization, ensure operational continuity, and elevate customer satisfaction.

Time-Saving Enhancements for Accounting Teams

Certinia understands the importance of increased productivity for accounting teams. The Summer 2023 release delivers an enhanced user experience for managing collections, vendor payments, and generating depreciation schedules. Controllers gain greater control over the period and year-end close process with accounting playbooks, which include associated tasks and due dates for a simplified and faster close. The release further streamlines time-consuming accounting tasks including processing of inbound invoices and AP invoice creation, auto-populating business activity statements for Australian entities, and summarizing fixed assets journals. Additionally, users now can apply inflationary price uplift to hundreds of billing contracts at once, saving hours of manual effort.

Insights-Driven Procurement

The Summer 2023 release provides real-time insights through reimagined reports and procurement alerts. Procurement teams can now analyze and control spend by category and supplier, driving more strategic purchasing decisions. Customer-sourced ideas for additional reporting enhancements have also been prioritized, resulting in flexible formatting and multi-select filtering for easier consumption and targeted analysis.

"With continuous improvements in project and resource management capabilities across a variety of use cases, adopters of Certinia's Services-as-a-Business platform can expect to both increase the amount of work that can be done, as well as reduce the amount of resources required to do that work," said Mickey North Rizza, IDC Group Vice-President Enterprise Software. "The introduction of the AI functionality and specific use cases represents a deliberate customer-centric approach to guide the use of AI in services enterprises."

For more information on the Summer 2023 release, please visit the Release Hub on the Certinia Community and register for an upcoming customer webinar.

About Certinia

Certinia (formerly FinancialForce) delivers a Services-as-a-Business platform that powers and connects all aspects of services operations, from services estimation and delivery to customer success management and financial planning and accounting. The company's Professional Services Automation (PSA), Customer Success, and ERP solutions—delivered on Salesforce's leading cloud platform—provide the ability to run a connected services business, deliver with intelligence, and achieve business agility. Headquartered in San Jose, California with offices around the world, Certinia is backed by Haveli Investments, General Atlantic and Salesforce Ventures. For more information, visit

Certinia, the Certinia logo, FinancialForce,, and the FinancialForce logo are trademarks or registered trademarks of Certinia Inc. or its licensors. Any third-party brands or names referenced herein may be trademarks of their respective owners.

© 2023 Benzinga does not provide investment advice. All rights reserved.

Wed, 16 Aug 2023 03:00:00 -0500 text/html
Killexams : Assessing the Risk and Potential of Salesforce Inc.’s (CRM) Stock

The stock of Salesforce Inc. (CRM) has seen a -1.43% decrease in the past week, with a -8.34% drop in the past month, and a -0.63% decrease in the past quarter. The volatility ratio for the week is 2.09%, and the volatility levels for the past 30 days are at 1.91% for CRM. The simple moving average for the last 20 days is -3.11% for CRM stock, with a simple moving average of 14.47% for the last 200 days.

Is It Worth Investing in Salesforce Inc. (NYSE: CRM) Right Now?

Salesforce Inc. (NYSE: CRM) has a higher price-to-earnings ratio of 550.08x compared to its average ratio, and the 36-month beta value for CRM is at 1.20. Analysts have varying views on the stock, with 31 analysts rating it as a “buy,” 3 rating it as “overweight,” 15 as “hold,” and 1 as “sell.”

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The average price suggested by analysts for CRM is $240.71, which is $32.35 above the current market price. The public float for CRM is 943.32M, and currently, shorts hold a 0.79% of that float. The average trading volume for CRM on August 22, 2023 was 6.50M shares.

CRM) stock’s latest price update

Salesforce Inc. (NYSE: CRM)’s stock price has increased by 2.05 compared to its previous closing price of 204.83. However, the company has seen a -1.43% decrease in its stock price over the last five trading sessions. Zacks Investment Research reported 2023-08-21 that (CRM) has received quite a bit of attention from users lately. Therefore, it is wise to be aware of the facts that can impact the stock’s prospects.

Analysts’ Opinion of CRM

Many brokerage firms have already submitted their reports for CRM stocks, with Morgan Stanley repeating the rating for CRM by listing it as a “Equal-Weight.” The predicted price for CRM in the upcoming period, according to Morgan Stanley is $278 based on the research report published on July 31, 2023 of the current year 2023.

CRM Trading at -3.30% from the 50-Day Moving Average

After a stumble in the market that brought CRM to its low price for the period of the last 52 weeks, the company was unable to rebound, for now settling with -12.25% of loss for the given period.

Volatility was left at 1.91%, however, over the last 30 days, the volatility rate increased by 2.09%, as shares sank -7.37% for the moving average over the last 20 days. Over the last 50 days, in opposition, the stock is trading -0.24% lower at present.

During the last 5 trading sessions, CRM fell by -1.43%, which changed the moving average for the period of 200-days by +30.79% in comparison to the 20-day moving average, which settled at $214.91. In addition, Salesforce Inc. saw 57.65% in overturn over a single year, with a tendency to cut further gains.

Insider Trading

Reports are indicating that there were more than several insider trading activities at CRM starting from Benioff Marc, who sale 15,000 shares at the price of $205.12 back on Aug 17. After this action, Benioff Marc now owns 16,086,166 shares of Salesforce Inc., valued at $3,076,807 using the latest closing price.

Benioff Marc, the Chair and CEO of Salesforce Inc., sale 15,000 shares at $208.23 during a trade that took place back on Aug 16, which means that Benioff Marc is holding 16,101,166 shares at $3,123,394 based on the most exact closing price.

Stock Fundamentals for CRM

Current profitability levels for the company are sitting at:

  • +5.93 for the present operating margin
  • +65.09 for the gross margin

The net margin for Salesforce Inc. stands at +0.66. The total capital return value is set at 2.55, while invested capital returns managed to touch 0.29. Equity return is now at value 0.60, with 0.40 for asset returns.

Based on Salesforce Inc. (CRM), the company’s capital structure generated 25.50 points at debt to equity in total, while total debt to capital is 20.32. Total debt to assets is 14.50, with long-term debt to equity ratio resting at 22.02. Finally, the long-term debt to capital ratio is 17.55.

When we switch over and look at the enterprise to sales, we see a ratio of 6.27, with the company’s debt to enterprise value settled at 0.09. The receivables turnover for the company is 2.89 and the total asset turnover is 0.31. The liquidity ratio also appears to be rather interesting for investors as it stands at 0.95.


In conclusion, Salesforce Inc. (CRM) has had a mixed performance lately. Opinion on the stock among analysts is bullish, with some giving it a “buy” rating and others a “hold”. It’s important to note that the stock is currently trading at a significant distance from its 50-day moving average and its 52-week high.

Mon, 21 Aug 2023 17:02:00 -0500 en-US text/html
Killexams : DevOps Engineer

A market-leading South African ISP is looking for a DevOps Engineer with salesforce experience to join their team.

  • The DevOps engineer is responsible for actioning, leading, and coordinating the activities of different teams to create and maintain our platform, shorten the software development cycle, increase the frequency of deployments, and allow for more dependable releases with synchronized environments.
  • The DevOps engineer will work with various development teams to continually promote improvement in quality standards, procedures, integration, policies, best practices, CI/CD, test automation and monitoring.
  • The DevOps engineer will oversee the DevOps process end to end, including backups, managing access, defining, and tracking DevOps KPI’s. Gain ownership and control over deployments and deployments.

Key Responsibilities:

  • Perform triage on all issues logged to identify and assessing issues on all existing and new applications and software used in DevOps, this includes:
  • Resolve issues as quickly as possible, but also understand the root cause to avoid re-occurrence, communicate back to end user in SLA, train where necessary, if development is required, ensure issue is understood and resolved, and tested, facilitate service transition to avoid key man dependencies. Team must be always aligned with updated knowledge base areas.
  • Get involved in DevOps by:
  • Deploying declarative changes between orgs and version control, monitoring changes made to orgs and roll back mistakes, and by using automated DevOps processes to test, validate, and push code changes.
  • Deploying large Salesforce changes for whole business units, creating standardized release models (“develop once, deploy anywhere”).
  • Developing agile DevOps practices and source-driven workflows for everyone to contribute seamlessly (in collaboration without interfering with each other’s work!). Monitor DevOps performance and increase the frequency and reliability of releases, plus track KPIs for teams and report on DevOps ROI.
  • In checking that newly developed features and customizations meet user, technical, and business requirements, you can execute tests, including UI testing, and ensure code conforms to best practice, data compliance, and security.
  • Monitor system health, manage fallout, perform daily checks, report issues and drive incidents according to process and SLA.
  • Work with cross functional teams from various departments to resolve issues.
  • Being the evangelist, mentor and training of best practice DevOps processes and procedures to technical teams.
  • Build understanding of metadata types and keep an eye on Salesforce’s quarterly releases.
  • Get involved with Salesforce DevOps community for lessons learnt.
  • Focus on how to commit changes to source control, opening pull requests, and how to review and merge each other’s work in source control.
  • Drive optimal use of CI/CD tool (gearset).
  • Running data deployments (sandbox seeding) to test features.
  • Reviewing developers’ code coverage (using automated unit testing) and code quality (using static code analysis).
  • Own how the teams recovers from mistakes and disasters: rollbacks, hotfixes, and restoring from backups.
  • Driving Disaster Recovery Strategy and Testing once a year.
  • Writing reports, document root causes, support guides and any artifacts required to keep knowledge retained.
  • Able to design processes that are efficient and solutions that are scalable.
  • An excellent written and verbal communicator with the ability to learn quickly.
  • Prepare comprehensive documentation detailing the DevOps processes and procedures.
  • Continuously challenge SLA to the minimum to ensure optimal customer experience and same day activation.
  • Drive cost reduction to a minimum.


  • Suitable tertiary qualification.


  • 2-5 years of experience Salesforce administration, release management, or developer experience.
  • Experience with gearset.
  • Able to read, interpret and write Apex, SQL/SOQL/SAQL code.
  • Experienced within Salesforce Sales and Service Cloud (Certified Administrator, Certified Developer).
  • Deployment via Gearset (or similar tool).
  • Experienced in the following: Languages (Apex), Database Technologies (SQL), Scripting (Shell, batch), SF Deployment (SFDX, Change sets, SF Metadata API), Version control tools (Git, Bitbucket), Build Automation tools (Antirabbit, Bamboo, Jenkins, Maven, Apache Ant), Project tracking tools (Jira), Additional Skills (Experience in any programming language (Python, Java), test automation, AWS cloud, Azure cloud, Code coverage, Unit testing).

Systems & Proficiency:

  • MS suite (Excel, Word, PowerPoint, Outlook).
  • Salesforce

Will be measured on:

  • Release velocity.
  • Lead time.
  • Restore time.
  • Change failure rate.
  • 360 reviews.

Should you not receive a response from us within one week of your application, your application has unfortunately not been successful.

You can visit our website for more vacancies: [URL Removed] / LinkedIn [URL Removed]

Desired Skills:

  • DevOps
  • Engineer
  • Salesfoce

Learn more/Apply for this position

Thu, 10 Aug 2023 12:01:00 -0500 en-US text/html
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