Ruth Protpakorn

Making Salesforce Chatter Work For You

Blog Post created by Ruth Protpakorn Employee on Jan 25, 2016

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Salesforce Chatter is a great tool to facilitate communication and collaboration in your organization! Chatter is an text messaging tool that combines an IM-like experience with Salesforce data. So you can capture one-on-one and group communications as well as comments on issues and other records in Salesforce. With everyone participating, Chatter becomes a repository for all the informal knowledge that’s passed around inside your company. Here are some tips to get your techs in on the action:

 

  • Check before tagging. Chatter’s hashtags work like those on Twitter, so make sure you review the auto-complete list of pre-existing hashtags to see whether a similar or appropriate tag is already trending. Selecting a pre-existing tag rather than creating a new one will associate your chatter post with others that have the same topic, and make them easier to find for other users.
  • You can’t win if you don’t play. Check and post often. People don’t know what you are working on or what knowledge you have. Share with them! And share it often.
  • Pass it on. If you read a chatter post that is relevant to someone else (or that has a question someone you know may be able to answer), then use the @ Mention function to raise visibility of the post to that person! @ Mentions will spotlight the chatter post to the intended target, providing them with an email and a direct link to the post itself. Deirdre Yee, Would you agree?
  • Kill Two Birds. Chatter can help get people engaged. One way to do this: Create periodic polls on Chatter to ask the user population their opinions. For example, you could ask your team how they would improve a service practice. You’ll get feedback and keep them engaged at the same time.
  • Target Practice. Make sure the right people see your posts. Prior to asking a question, search Chatter for your topic (use the ‘search feed’ function in the left side to limit the search to just Chatter). This will help you identify the people or groups most likely to have the answer. Then post to those people or groups to increase your chance of getting an answer.
  • Stay In The Loop. Be sure you’re following the right people who post regularly about the topics you care about. Review the chatter groups (and in a big company, there can be hundreds) and click the follow button for your co workers as well as others who you interact with regularly.
  • Win Friends and Influence People. Salesforce assigns points and rates users based on the volume and quality of their posts. You can improve your score by commenting regularly and posting information that generates comments and likes.

 

Now you know what to do next. Go on and share this article on Chatter!

 

Do you use Chatter internally? How often do you like or post on chatter? What features are most useful for you? What tips would you give to new users? Share with us in the Comment section below! Tag your friend who can benefit from using Chatter.

 

PSGord Breese, This post is inspired by your question on Chatter Best Practices. Hope this helps.

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