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360 degree cloud technologies pvt. ltd.

Reduce Internal Email Clutter,
Use Chatter to Simplify Life

Chances are, that as a Salesforce user, you aren’t using Chatter or aren’t aware of the power and value Chatter brings to team collaboration. Which means you’re missing out on productivity.

What Chatter is for

There can be times when you have a lot to handle that you even end up forgetting what you ate yesterday.
In such situations, it’s quite normal to lose track of previous communications with prospects. But that’s the kind of information you can’t afford to lose as it will make you look bad as a brand.
While capturing customer communications is essential, it’s equally important to capture internal communication as well. This is even more true when it comes to conversations about specific opportunities, accounts, or contacts.

Salesforce Chatter revolutionizes the way internal teams of a company interact with each other.

The idea is to make the management and collaboration over Salesforce records easier and keep teams on the same page instead of jumping back and forth on endless email threads that go nowhere. The best part is, Chatter can be implemented for all standard as well as custom objects.
We’ve implemented Chatter for many of our clients, and that alone has brought a lot of value to their business conversations. Chatter helps businesses to save money and time by increasing productivity and transparency. It brings all actions around a Salesforce record everything in one place and fixes the major communication gaps.
All changes can be captured, owned, and notified by triggering notification alerts.
We’ll now go over how Chatter streamlines internal communication and how you can use it effectively too.

How Chatter benefits teams

Chatter helps you maintain records and communications over them, so you can access them whenever you need them.
Organizations with a huge workforce can leverage Chatter to accelerate better coaction and enable easier communication. Apart from this, Chatter has various other uses like mentioned below.

1. Declutter Emails

Many of us prefer emails when it comes to approvals. But that might not be the best option when you need a platform to discuss opinions.
We’d prefer something that helps to conduct free-flowing conversations. That’s where Chatter helps you to save from those long email chains, allowing you to communicate and share files easily.
Communication is the key for any business and Chatter makes it easy for you. You can maintain regular communication with teammates and even tag your managers for timely notifications, maintaining data security transparency with controlled visibility and keeping everybody in sync.

2. Share Files Smoothly

Whenever you have to share files and want the opinion of your team members or managers on them, you need to record the feedback for the document review.
Chatter helps to maintain that record for easier accountability.
This makes Chatter an incredible platform that connects all employees, enabling them to share data and files anywhere and anytime, while recording all feedback and comments.

3. Collaborate Privately on Sensitive Projects

Opportunities stored in Salesforce are usually sensitive. So permissions and access matter greatly for secure collaboration. With Chatter, teams can decide visibility and access to records and discussions.
Let’s now dive deeper into some of the Chatter features and how they can be used.

How to Use Chatter

1. Chatter Notifications for mobile and desktop

You can control Chatter Notifications in ‘Notification Delivery Settings’ in its Setup.
On enabling it, users will receive notifications on either the desktop, mobile (or both), depending on the kind of setup.

2. Chatter Groups for visibility and sharing

Chatter Groups allow users to collaborate on Salesforce in different groups.  
Chatter allows you to create multiple types of groups like an enthusiast group or a core group. Whatever the type of group you need, you can define the visibility settings accordingly.
It allows anyone to find, join, and view the feed.
It allows anyone to find the group but they must ask to join. You’ll only be able to see and add posts once you are a member.
In this setting, the group created is not searchable and the members must be added through invite only.
Only the members of the group will be able to view and post.

3. Chatter Email Digest

When you decide to ‘Follow’ a colleague or join a Chatter Group, you will receive email notifications related to their Chatter activity.
You can control Chatter Group notifications.
Click ‘Manage Notifications’ and select the frequency of the notifications you would like to receive

4. Chatter Feed Tracking

This feature helps to display posts, polls, comments, and record updates. For recording updates, you must enable feed tracking. Feed Tracking displays changes to record fields.
You can track a maximum of 20 fields per object.

Creating Chatter Posts

Chatter notifications can be sent by member to tag teams manually and automate alerts based on custom criteria for escalation. Needless to say, this is the essence of Chatter and it’s why you should understand the kinds of alerts you can set up and send.

Manual Chatter Posts

Chatter posts can be created manually by team members too. This is mostly done when teams need to coordinate for approvals and reviews around projects and opportunities for tasks such as e-signing, legal reviews, finance budget approvals, and project approvals

Automated Chatter posts and notifications

Since Process Builders are being deprecated this year, we thought we’d have you covered and help you with a PDF on how to automate Chatter notification with Flows →.

This should help your teams across departments set up automated Chatter notifications to enable your teams to collaborate around opportunities on time.
You should be able to set up Chatter alerts based on criteria and conditions requiring escalation and transfer to different departments and seniority levels within the same department.

Examples on notification alerts on Chatter posts

Let’s now go over some typical use cases for Chatter notifications by businesses.
This should give us a sense for how your teams can use these to stay on top of opportunities and priorities by structuring alerts and conversations around them for a prompt response
1. No email sent from the last 7 days on an open opportunity or account
If there is no email activity on an open opportunity or if no email updates have been sent out for a project in a week, then a Chatter alert from an admin can be sent to the Account Manager of the Account.
2. No activity on account from the last 20 days.
This sort of notification helps reconnect with customers if no kind of communications have gone out on an account for a considerable time.
Chatter alerts can be sent to the account manager of the account to follow up with the client in this case, as shown.
3. A reminder to share the Onboarding Email with the client.
As an Opportunity is closed-won by a Sales Rep, the chatter reminder will be sent from the admin to the Sales Rep of that opportunity to share the onboarding email with the client if it is not sent within 2 days.
This can also be used to pass on closed opportunities to the next steps in a relationship.
Posts can be used to tag and send reminders for action on closed-won opportunities to another department such as the project management department.
4. Payment Milestone amount is not equal to the Opportunity amount.
If a sales rep enters the wrong amount into the Payment Milestone, i.e., if there is a mismatch between invoice and opportunity for partial payments a Chatter post is sent to that sales rep for the same.
A similar message can go out to the account manager from the finance team as shown below.
5. For Overdue Payments.
If the payment is not marked as paid even after 21 days of Payment Due Date a CHatter post tagging both the Finance Manager and Account Manager can be sent after every few days (after say 3 days, 1 week, 10 days, and 2 weeks)
6. Follow-up reminder to Sales Reps regarding Due payments.
As the payment date is close and not received any payments yet, then there will be a chatter from finance to the respective Sales Rep to follow up with the client.
Here we are posting chatter, 2 days before the Payment Due Date.
7. Hours consumed in a project
A Chatter post will start notifying consumed hours as it reaches 90% till 110%.
To highlight it to the delivery team that they need to focus on delivery of this project and make sure it is delivered on time.

Chatter helps to streamline processes and communication, thus increasing transparency by 100%, reducing dependency on information by 30-40%, and giving visibility to managers to track employee productivity and maintain previous communication.

Wrapping Up

You should now be familiar with numerous wonderful ways to use Chatter in your daily collaborations effectively.
Being a free social collaboration tool, it is an attractive platform that provides easy data access and smooth collaboration.
While you can use the PDF provided to set up Chatter notifications, you can always reach out to us for help in implementing these.

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