Confluence Global Newsletter

Fall 2019 Confluence Newsletter 

November 8, 2019

Confluence Global - CEO’s Corner

Hi, and thanks for taking a few minutes out of your busy schedule to read the Confluence Global Newsletter. Our customer base and our staff have grown dramatically over the last two years, and we have become a Salesforce Certified Consulting Partner and a Strategic Partner of Community Brands. And while I talk to many of you regularly about our incredible company, I’m sure there are some folks out there who don’t know us and are asking, “What does Confluence Global do?” Well, as one of my staff so eloquently put it, “We get sh*t done.” But really, all joking aside, our overriding mission at Confluence Global is to help our clients elevate and advance their mission!

To understand how we do that, it’s helpful to know where our name comes from. The definition of the word “Confluence” per Merriam Webster is: “A coming or flowing together, meeting or gathering at one point.” We believe that for any organization to truly excel, they need to leverage this coming together or confluence of their people, their processes, and their technology. Once they do that, they can advance their mission and serve their members at a world-class level.

Whether it’s a Digital Transformation Engagement with our Strategic Consulting Practice or a new AMS implementation with the software implementation team, we take a bigger picture approach to ensure that the intersection of these three elements is leveraged to help you better serve your members, staff, and the community at large.

The most important thing to know about us is that although we are a technology company, our strength is our people. We have one of the most knowledgeable and hardworking staff in the industry. But more importantly, they might be the best listeners in the industry. They know that every organization is unique, so they seek to understand before ever proposing a solution. 

They want to understand your business because your business is our business! They know and care about the Association and Non-Profit market and deliver solutions that have a real impact on our client’s businesses. I love this team and the work they do!!

Thanks for listening. To all our customers and partners, thanks for your support.

Salesforce Tips & Tricks on Case Assignments

Salesforce Tips & Tricks on Case Assignments

Confluence Global is a Certified Salesforce Consulting Partner

Salesforce Cases are the backbone of providing customer service to your constituents or customers. Cases can be generated to address everything from a simple question on a new service or membership benefit to problems logging in or products that have not been delivered.

Gone are the days when suggestion boxes can be reviewed every week or month. Individuals expect immediate service and attention from the right team member. Whether you are a small or large organization, you should ensure that cases get to the individuals that can best address and resolve those issues.

Salesforce provides automatic Case assignment capabilities through Case Assignment Rules. These rules can be accessed from Setup -> Case Assignment Rules. Each rule can contain several conditions which are composed of three necessary parts:

  • Criteria: As cases come into Salesforce, you can set matching criteria for selecting the case to move through the assignment. For example, if you want to direct all cases that have the word “billing” in the subject or body of the case for assignment to the membership group, you can set the search criteria to look in those fields. For organizations with multiple regional offices, you may want to select against the requester’s state or province to direct to the appropriate local office.
  • Sort Order: Indicates the order in which each criterion is evaluated. Lower sort orders indicate that the requirements are checked against the incoming case earlier than those with higher sort orders.
  • Assignment: This setting indicates which user or queue the case will be assigned when the criteria are matched.
Try to avoid having a single person manually direct incoming cases; instead, use case assignment rules to automate the process, thereby giving you more time to provide exceptional services to your constituents.

Salesforce Tips and Tricks on Case Assignments

Salesforce Cases are the backbone of providing customer service to your constituents or customers. Are you leveraging Case assignment capabilities through Case Assignment Rules?
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Consultant Spotlight

Meet Shasta Wehrle!

What is your role in Confluence Global?
As a Senior Consultant at Confluence Global, I provide project support through business analysis, project management, and quality assurance.

What are you most proud of in your accomplishments so far in the past year?
It was joining the Confluence Global Team, of course!

How does your role support other teammates?
The team at Confluence Global is exceptional, and we all work together to bring the best solutions and technology to our clients! As a business analyst on projects, I provide clear and concise requirements to the technical team so that they can easily translate into solutions and tasks. As a project manager, I keep the team on task, providing direction, and removing obstacles so that other team members can focus on their areas of excellence. My role is to bridge the gap between IT and business.

How does your role support our clients?
I work with our clients to understand business needs and challenges and translate these into business and technical requirements. Providing best in class project management, I support clients through implementation, ensuring that we exceed the project goals.

What is the most fun aspect of your job?
I love working with our clients! They are passionate about their mission. In my role, I get to be passionate about helping them achieve their mission!

What is one piece of advice you would clients looking to start a new project and working with a consultant?
A consultant should be as excited to help you as you are to help your constituents. When they are, everyone is working with the same goal in mind, all but ensuring success. Make sure that the consulting team you work with feels like a part of your team!

What is something that your teammates would be surprised to learn about you either professionally or personally?
I love yoga! I hope to get my RYT certification in 2020 and maybe one day travel to India for an immersive yoga retreat. And yes, I do also enjoy aromatherapy, but I am not a vegan!

Are you engaged in any community service or special events outside of the office?
I volunteer in support of my kids’ school activities, including band and orchestra activities and fundraisers. I support the community Arts Wave initiative in various ways. I am an avid supporter of art and music in schools and the community. I cannot play a single instrument, but find no better outlet than in music and art.

Meet the entire team - view the Confluence Global staff page!

Consultant Spotlight

Get to know the Confluence Global team in our Consultant Spotlight Series, where we will feature one of team members each issue in a Q&A interview format!
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IT Assessments Tailored to Fit

IT Assessments Tailored to Fit -Transform your business today by aligning your technology to your organization’s strategy.

The old saying goes, “If you don’t know where you are, you can’t get to where you’re going.”  Digital Transformation starts with one small step – Assessing your current state of knowing where to start.

You already have a strategy that identifies your present and future goals. Do you leverage technology in a way that enhances and accelerates attaining those goals? Just like organizations vary in size and complexity, answering that question is different for every organization.

At Confluence Global, we’ve got you covered by developing a Technology Assessment tailored to fit your organization’s needs. We start by focusing all assessments on the fundamental foundation blocks of People, Process, and Technology and then dive deeper into those areas that have the most impact for you and your organization. We examine topics such as:

  • Infrastructure
  • Systems/Software
  • Integrations
  • Web
  • Data
  • Cyber Security

It’s just data until our experienced consultants synthesize what we have heard. We turn the assessment into information that defines Challenges, Opportunities, and Constraints.

And we don’t stop there!

We make strategic recommendations that include:
  • Plan of Action
  • Priorities and Dependencies
  • Roadmap of specific activities with expected outcomes

How do we do it? It’s all about the people.

How is Confluence Global different?

  • We LISTEN! It’s hard to solve problems if you don’t listen and seek to understand before providing solutions.
  • We provide kneecap to kneecap consulting – Your Business is Our Business.

Our consultants are the best LISTENERS you will ever encounter because we understand YOUR LANGUAGE. We will identify the issues that may be blocking you from achieving your goals.

Are you ready to start your Digital Transformation today? It all begins with an assessment. Reach out and let Confluence Global be your navigator (co-pilot) on this incredible journey.


IT Assessments Tailored to Fit

IT Assessments Tailored to Fit - Transform your business today by aligning your technology to your organization’s strategy.
Read More...

Hear from our Clients


Hear from our clients

Hear what our clients have to say about working with the Confluence Global experts for their Salesforce, AMS Integration, and IT Strategy projects!
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