How to Transform Your Team's Collaboration with Chatter

I'm going to show you how you can transform your team's collaboration using Salesforce Chatter.
Suppose you are working on a particular deal or customer issue in Salesforce, and you need to ask one of your colleagues a question about that particular deal, customer or issue.

For example, you might be a sales manager and you want to ask one of the field sales reps on your team for an update on a particular deal that is expected to close at the end of the month.

Or, perhaps you heard that one of your biggest clients is considering jumping to your competitor and you want to ask your field sales rep if they have any insight on this.

What do you do?

Most people will instinctively jump to their inbox in order to drop and email to the colleague - asking for the information that’s needed.

Let’s see what that email exchange might look like:

Dear Susan,

I heard that Acme is considering moving their business over to one of our competitors. What’s up with that? Do you know anything?



Hmmm… I’m not sure which Acme you’re referring to. Acme Electronics in Dallas or Acme Consulting in NYC?


Great question. I think it’s the Electronics division in Dallas.


No, they aren’t going anywhere. This morning I met with their CEO and looks like our business with them will be growing…not shrinking. Can I call you later to fill you in on the details?


Sure thing. Thanks! 

…and just two days later, another colleague (Steve) hears the same rumor and kicks off another email thread:
Susan, Michael - 

Rumor has it that Acme is going to jump ship. What’s up with that?

Chances are that you’re probably quite familiar with this type of back and forth email exchange.

It’s annoying, it’s time-consuming, and it’s later difficult to find those buried emails when, six months later, someone else working on that same account asks the same questions.

Using Chatter we streamline this entire process in Salesforce, by leveraging the collaborative communication style we all know and love in social media.

I’m going to show you how you can eliminate the internal spam, streamline your communications with your colleagues and bring the conversation out of the inbox, and directly on to the appropriate Salesforce record, so that anyone who has access to see that record can see your correspondence.

While looking at any record in Salesforce, you can leverage the Chatter feed directly on the screen - to collaborate with your team.

(If you don’t see the Chatter feed on certain screens, coordinate with your Salesforce Admin to enable it).

Once you navigate into the Chatter feed, the features should look familiar to you, as they are similar to the communication features available on Facebook, Twitter and LinkedIn.

If you want to call someone’s attention to your post simply “@ mention” them by typing the @ sign, followed by their name.

As soon as you post your message, they will receive a notification (based on the default settings):
  • via email notification;
  • on the desktop;
  • on mobile devices, via the Salesforce1 mobile app (just like a Facebook notification).
Those notifications will contain links directly to your post and the corresponding record where you created that post. This way, you don’t need to further elaborate on which customer, prospect, deal or issue you are inquiring about.
Let’s see how Michael and Susan could have a similar exchange using Chatter instead of email.

Click here to download The Ultimate Cheatsheet to Become A Salesforce Chatter Rockstar.

…Now, suppose another colleague (Steve) comes into the picture later on. If this correspondence happened in email, Steve would never have the ability to know the exchange happened. Once Steve has access to view this customer record in Salesforce, he can see the entire exchange between Susan and Michael, without pestering anyone about the details.

If you aren’t already using this Chatter feature - give it a try and let me know your thoughts!

David Giller a Salesforce MVP, User Group Leader, Trainer, Consultant, Blogger & Author.

Although he started his career as an attorney, David entered the world of enterprise-scale IT management at NBCUniversal, & continued at GE Capital, where he was first introduced to Salesforce & became known as "The Salesforce Guru."

David is now CEO of Brainiate, helping companies unleash the power of Salesforce.

You can read more about David's bizarre career path here.

Don't miss a post! Subscribe to this blog via email, or add this blog to your Feedly.