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case management

Key Functionalities of Service Cloud Console

In these digital ages, all the companies would like to keep customers happy and support team sensible, whether customers reach out to enterprises by social, email, online communities, phone or web-chat. The Salesforce service cloud is a customer support product that enables clients to automate service processes, find required articles, topics, and skilled experts to support service agents.

When a customer reaches out with a problem or a query, they need an answer instantly. However, one issue or a bad experience to reach a solution means enterprises could lose more customers. Here comes a need for a case management module.

Service

Case Management

A case management module lets an enterprise collect and collaborates with customer service interactions that occur on any particular channel.

A case management platform takes customer queries or requests into a database, where service agents can view and give back a perfect solution. Allow agents to manage and categorize customer queries or requests.

Features of Case Management System

Give a unified view

With a unified view of the customers from their service portal, the agents do not need to reach out to other staff or track down a guideline to resolve a query or case. Cloud-based case management tool provides every agent with the same view, no issues where they are or what kind of devices they are accessing.

Deliver Exceptional Support

Effective case management systems enable enterprises to meet customer rights wherever they are.  It is critical as customers thoughts continue to change and brand new channels emerge.  Case management helps agents contact customers and resolve their issues in real-time, whether on a mobile application, social platform, chat, or direct phone call.

Make improved Decisions

A case management tool that gathers information about customer service queries and solutions can enhance an enterprise’s products and processes. It identifies problems to repair or fix before the consecutive process of products or guidelines goes out to customers. And customer service agents can learn how easy to help customers with day-to-day concerns.

Intelligent Self-Service

Every customer wants a solution immediately. Self-service platforms, such as help centres, customer portals, deliver consistent support all the time. Customers use existing channels to get required FAQs, articles and formal information such as order status. The case management solution gives them a perfect answer without delay.

Assign the Agent Automatically

The case management solution has Omni-channel routing. When a query or case comes in, a customer service agent is assigned based on their expertise, availability and skill set. Instant response helps customers free from wait days for answers to their queries.

Case management solution is one of the reasons for retaining customers to the brand.

Salesforce –  Sales, Service and Marketing all fully integrated and sharing a single customer database. We provide all Salesforce services. Just click here and give what your customers want.

Salesforce Opportunity Stages

Salesforce Opportunity Stages

Introduction

Opportunity values are used to contribute to a sale or pending deal in Salesforce. Your sales pipeline, which delivers your sales forecast, can be built in a variety of ways. It’s also critical to keep your Salesforce opportunities up to date in order to ensure that your sales estimate is correct.

Opportunity

Create a sales process

A sales process maps out the stages that an opportunity goes through as it progresses through its sales cycle, altering what’s visible on a sales path. Within a certain sales process, you may quickly add and remove phases. Your VP of Sales has charged you with assisting her sales team in tracking B2B possibilities more effectively. They can begin by designing a unique sales procedure for them.

Make a plan for your sales process

This entails proactively defining the stages of your sales process and deciding which ones to include in your Salesforce Opportunity Stages. This step requires you to determine which of the conventional opportunity stages are appropriate for your sales process and which should be adjusted to fit your sales process. The major purpose is to make sure that the pi is correct.

Avoid stage names that are unclear. Your salespeople should be able to tell the difference between opportunity phases and when to use each one. Your sales managers, for example, may be perplexed by some abstract categories that could refer to either a completed milestone or ongoing effort. If you have a stage labelled “Product Trial,” it’s a good idea to use it.

Your consumer has just consented to take part in a trial, and now you must check that the product is installed properly.

Your consumer has already begun the trial period and is actively investigating the benefits of your product.

To reduce the risk of making a mistake, double-check that you’ve set up distinct opportunity stages.

Create criteria for each stage's entry and exit

An opportunity stage is not a one-time achievement; it entails the completion of several critical tasks before progressing to the next. As a result, each stage should be a substantial portion of the sales cycle, complete with a variety of activities that aid in moving the opportunity forward. To assist your salespeople in getting to the next opportunity as quickly as possible.

  • The first meeting should be held.
  • Make a list of the prerequisites.
  • The salesperson should then eliminate a few activities during the “Needs Analysis” stage to move on to the next stage:
  • With the lead, go over the requirements.
  • Determine who makes the decisions.
  • Determine how you will meet the requirements.
  • Estimate the deal value and enter it into Salesforce.
  • Calculate the closing date and record it in the system.

Think about the proportion

As a deal moves through the opportunity phases, the chances of the company closing the agreement increase. As a result, organizations should allocate a stage percentage based on the likelihood of a deal closing in a specific phase. Out-of-the-box Predefined percentages correspond to regular opportunity stages in Salesforce CRM. However, this information does not reflect the severity of the problem.

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The Opportunity Pipeline report feature in Salesforce CRM allows you to create reports that show the whole open pipeline categorised by stage and probability. These reports, in my experience, are extremely important for any firm because they enable the planning of future cash flows and income. As a result, if a company tailors opportunity phases to its specific sales process, it can improve pipeline visibility and profitability

Opportunity Stages can be as simple as this
sales
Or something more detailed like the below
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A typical salesforce opportunity dashboard will have the following KPI’s
track

Do you want to improve sales process? We have multiple tools to improve sales, customer journey and more. Just Click Here to talk with our experts.

staff augmentation

How effective is Staff Augmentation Model?

Staff augmentation is a beneficial outsourcing tactic that allows enterprises to fill temporary positions to meet business objectives. This model complements existing teams with high-level talent, collaborative business capabilities of filling gaps left by permanent employees on extended leave or exit the job. It’s a controlled strategy that helps companies meet their requirements without delays.

Hiring permanent people for short-term jobs is a resource-intensive task that ends up costing the enterprises very highly. The managed services and outsourcing processes both are risk factors. Staff augmentation is the right pick that combines the robustness of full-time work culture with the flexibleness of outsourcing projects.

staff
salesforce marketing

Salesforce Marketing Cloud

Salesforce is the fastest growing #1 CRM platform. It helps sales, marketing, and IT teams work as a integrated team around the globe.

Marketing cloud is a product of Salesforce. The platform allows enterprises to understand their clients or customers, and engage with them throughout the customer life-cycle. Enterprises can build a strong foundation between the business and customers by implementing marketing cloud. With the marketing cloud, you can connect with customers to gain an integrated view of customer activities. You can build real-time uninterrupted engagement with customers.

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Marketing Cloud Platforms

Salesforce Marketing Cloud is a combination of six platforms. These enables enterprises to engage in powerful marketing strategies across all the channels

marketing

Audience studio

Getting data from any device or source, then integrate, segment, and initiate audiences to create an exceptional customer journey or experience.

Data studio

Enlarge your outreach with an advanced data sharing platform where authorities can share second-party data with digital marketers in a way of trust.

Datorama

Authorize cross-platform marketing intelligence by integrating data sources, anticipating AI-powered insights, and making actionable reports to drive ROI.

Journey Builder

Implement cross-channel personalized experiences at every part of the customer journey with campaign management.

Interaction Studio

Track, manage and visualize all the customer experiences with concurrent interaction management to drive engagement at the right time.

Email Studio

Manipulate data from every section to build smarter messages or email- from fundamental marketing campaigns to enlightened one to one message.

Mobile Studio

Reach customers through any devices with send push notifications, consistent SMS, and app messages.

Advertising Studio

Use CRM data to reach customers and power one to one advertising across social channels such as Google, Twitter, LinkedIn, and more.

Social Studio

Listen, publish, and engage using popular social media tools. Convert social platforms into sales, leads, marketing and services.

Benefits of the Salesforce Marketing Cloud

Create a Tailored and targeted client journey

In the Salesforce marketing cloud, every communication or interaction is fully personalized. It helps customers to move seamlessly through the journey to target state. Salesforce marketing cloud plays a crucial role in developing and establishing the brand. The combination of tools within marketing cloud helps enterprises create and provide an exceptional user experience across all channels.

Amazing customer experience

Salesforce marketing cloud helps to develop a business of clients with powerful tools and exceptional support. It provides 360-degree customer service across all the popular channels. It’s also fully secured.

Loyal Customer Relationships

Using Salesforce Marketing Cloud, users can effectively interact with clients or customers across different channels without disrupting of company brand identity. It engages customer loyalty and helps them build cleaver and healthier relationships with all the clients.

Understand Customer Base

It helps you understand what customer faces during the life-cycle of the customer journey. You can improve your service with the help of developers. The above details will help users who need to know about Salesforce Marketing Cloud and its benefits.

salesforce

Do you want to maximize ROI Using Salesforce. Do you want to moderate your spend on maintaining Salesforce ? Contact us today and we will show you how we have saved over 50% in maintenance and management cost of Salesforce.

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Salesforce CPQ

What is Salesforce CPQ?

CPQ stands for Configure, Price, and Quote. It is used as a sales tool for the firm to provide accurate pricing with any given product configuration scenario.

CPQ smooths the sales process, reduces organizational tasks, and ensures the transportation of accurate quotes to customers. Some advanced CPQ solutions also lane buyer engagement with the quote, monitor deal progress, and provide data on the sales process.

CPQ takes the most crucial parts of the sales cycle out of array and puts them into an computerized sales tool that delivers without errors. It helps sales delegates to trade the right product fusion, controls reduction and automates agreement.

How can CPQ increase the bottom line?

If one wants to build a CPQ system that will stand the time and at a later date be whippy enough to meet all the demand of the company, one need to consider all the required occurrences and preferably create a master plan to the desired state. However, when it comes to execution, one – and often the most deft– way is to start from the smallest piece, which really makes a complete business case and is as money-making as a stand-alone CPQ solution.

  • However, CPQ and the processes around it are specified, practice will always disclose new questions and needs. Most likely, it’s more efficient to build a minimum practical solution and learn about the needs by using it than trying to survey and describe everything thoroughly before the enactment.
  • Starting tiny and learning to “do the things with the platform” before enlarging the use vertically across the product offering and horizontally across the sales & delivery process is one way to greet the change – then it’s not needed to change all at once.

A key to smooth CPQ implementations is starting with a definition period, which brings the customer and supplier closer together in terms of product and machinery understanding. This is a continual process: when a supplier learns more about a customer’s products’ they are better able to define how the customer’s entail could be intercept with the platform-provided functionality.

cpq

Speeding up the platform

As CPQ tools become more robust, they also help companies reconsider their business models. CPQ solutions allow subscription-based models, product plus utility bundles, and client self-configuration. The conventional made-to-stock approach boosts production but strains organization’s sales efficiency, particularly with a huge variety of products.

In response, many organization’s deploy assemble-to-order, make-to-order, and configure-to-order strategies that address customer needs more accurately and improve conversion rates. These models require an application to capture configuration alternatives for profitable items, then route that configured item to an enterprise resource planning (ERP) system for manufacturing and fulfillment. This product adaptation usually is best achieved by a product configuration. As configuration handles pricing, the logic to figure the pricing needs to link exactly to the configuration logic and data.

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CPQ features

  • Permits the system to configure products, subscriptions and service bundles and then provide trade with price quotes.
  • Capture logic for configuring the product specifications.
  • Controls complex workflows to create, modify, and approve estimated documents.
  • Integrate with upstream and downstream systems for degrading the order process flow.
Epilogue

CPQ is currently one of the roasting topics around CRM. Progressively, many companies are improving their workable efficiency by smooth-running their lead to delivery processes with CPQ and Quote to Cash solutions. Regardless of the welfare, CPQ investment process frequently takes a long time, mainly because CPQ is not purely a tool for sales for e.g. product management, sales, delivery, and accounting functions.

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Lightning Web Component

Introduction

             Lightning Web Component  is a novel programming model. It’s a custom and development wise easy framework. It’s the common Web Standards and a Thin Layer of Specialized services to make a Modern Rich UI Implementations in Salesforce. This thin layer provides the following services

    1.Base Lightning Components,
    2.Lightning Data Service and
    3.User Interface API
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Lightning Web Component Structure

Lightning Web Component like an AURA component. The main contents are HTML and Java script. CSS is an optional component and XML file are included which defines the metadata values for the component.

HTML

The Strength of lightning web component is templating system. Which uses the virtual DOM to render components
Has a root tag <template> contains your component’s HTML.

lwc image1

Java Script

Each lightning Web Component should have a JavaScript file.
To Export Statement used to allow the other codes functionality and uses import statement using import functionality.
Lightning Element is a custom wrapper of the standard HTML element and we extend it in the component.

lwc image2

Configuration

 XML files defines the metadata configuration values for the component Eg- Components Label – Availability, Configuration Attributes, Builder Attributes

lwc image3

CSS

CSS is a style component using designing purpose. it’s an optional component

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Benefits of Lighting Web Component

Improve the page speed and loading performance.
Make the app/page mobile responsive and Ease of development for large scale app.
A common model and transferable skills. (Any web developer working on modern JS frameworks could easily ramp-up LWC). Interoperable components. Renewable- Imports, Exports and Templates allow developers to reuse components.

Conclusion

Salesforce introduced LWC as a faster way of programming applications. That’s the pretty of the Salesforce platform. As you look to optimize the user experience and turn out a faster web page, Lightning Web Components should definitely be front of mind.

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Salesforce Configure Price Quote

Introduction

Configure Price Quote (CPQ) is a powerful ­­­sales tool that enables companies to produce accurate and highly configured sales quotes for customers. It’s an extension of your customer relationship management platform (CRM).It provide accurate pricing with any given product configuration scenario.

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Configure: Intelligent, Data-Driven processes.
Price:  Accurate orders, improving profits.
Quote: Quote Template and document generation.
It allows sales to not only sell more, but sell faster as it speeds up and automates the sales cycle.

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Why do you choose Salesforce CPQ?

Salesforce CPQ was developed using Salesforce objects and flexibility to make it much faster to implement and easier to maintain. A primary reason to use Salesforce is the faster closing of the deals. CPQ tool needs to facilitate the pricing, discounting scenarios and calculations for customer orders.

Features of Salesforce CPQ

    Product Configuration:
  • CPQ allows in creating product bundles with features and options. Features are defined as the categories for the bundle, and the options are defined as the components.
  • Options are made as integral part of the bundle, and accessories or the related products also support for up-sell and cross-sell scenarios.
  • CPQ also supports for hiding of the components or dynamic addition of components for the bundle which is being configured.

Pricing:

  • Contract Pricing– In the process of discounting/pricing, margin calculation is also shown for the end user.
  • Cost + Markup pricing– It supports for product costs in addition for price.
  • Block Pricing– Eg:, If the price of 1-30 products is 60USD and 30-60 products could be 100USD, there will be option for tier based discounting. (1-30 products at 5% discount  and 30-60 products with 10% discount)

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    Quoting:
  • Generation of integrated quote document.
  • Process for integration of E-Signature tools.
  • Customization of quote templates for various sections that are to be configured i.e., header, quote line, footer & quote terms and conditions.
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Advantages of Salesforce CPQ

  • Automated creation of sales quotes.
  • Helps to create a guided selling.
  • Boost the productivity of sales representatives.
  • Drives customer satisfaction.
  • Offers enhanced and rapid implementation without wasting time on any other relevant things.
  • Supports an individual to go for the creation of much accurate and better price quotes.
  • Reduces sales turn-around time.
 

The reasons for adopting CPQ for your business

  • Automated pricing
  • Generate accurate and formatted quotes
  • Sell faster and generate revenue.
  • Control discounts automatically and not manually.
Conclusion
  • Today, clients lean toward customized commitment and might want to deliver the perfect degree of administrations and at the perfect time. Salesforce CPQ assists you with your cycles, connections, and the executives of groups so your business can accomplish the entirety of its present moment and long haul objectives.
  • CPQ isn’t only an administrative center or a business arrangement however smoothes out your massive deals measures into a lean, useful framework, in this way improving the effectiveness of your business cycle.

Do you want to maximize ROI Using salesforce. Do you want to moderate your spend on maintaining Salesforce ? Contact us today and we will show you how we have saved over 50% in maintenance and management cost of Salesforce.​

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Aura Components

Salesforce uses the lightning aura component framework as a UI framework for developing web applications for mobile and desktop devices. A framework is nothing but a collection of codes and services that have been already built to create new custom applications and to help the developers to save the time from creating the code from the scratch. Components that come with the Lightning Design System styling are available in the lightning namespace. You can build lightning component using two program models Aura and LWC (Lightning Web Components). LWC and Aura can also coexist on a single page. We can use HTML, CSS, and JAVASCRIPT in this lightning architecture.

Some of the popular web application frameworks are

  • AngularJS
  • Django
  • Ruby on Rails
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Anatomy of an Aura Component

Multiple components are included in a single application.
Each component bundle behaves individually.

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Aura Components

Salesforce Lightning components bundle uses the architecture for single-page use. Single Page applications are web applications that use a single HTML file and dynamically change when the user interacts with the website. This framework supports both client-side controllers and server-side controllers.

The components that present while creating a lightning aura application bundle are

aura image2
aura image3

Application or component

To configure the component layout a markup language is used.
The only required resource in a bundle. Contains markup for the component or app. Each bundle contains only one component or app resource.

Controller

Two controllers are used for handling, Java script for client- side processing or Apex for server-side processing.

Helper

JavaScript functions that can be called from any JavaScript code in a component’s bundle.

Are you migrating to Lightning ? Learn how we have successfully migrated our customers into lighting at the lowest of the cost with no loss of functionality. Click here to have a consultant contact you.

Style

Contains styles for the component.

Documentation File

A file is provided for document reference or sample code who ever received your components.

Renderer

Client-side renderer to override default rendering for a component.

SVG File

Custom icon resource for components used in the Lightning App Builder or Experience Builder.

Events

Events are fired from JavaScript controller that are typically triggered when a user is interacting with the user interface. There are two types of events in the framework

  • Component events are handled by the component itself or a component that contains the component.
  • Application events are handled by all components that are listening to the event. These events are essentially a traditional publish-subscribe model.

Functionalities of Lightning Aura

  • In Aura framework, JavaScript is used on the client side and Apex is used on the server side.
  • Controllers specify the functionality of all the components in operation.
  • We can create aura components by using Developer console and by Salesforce CLI.
  • Aura and LWC can communicate using Public API’s and Events.
  • Lightning Web Components can be embedded inside the Aura Components.

Conclusion

Salesforce preferred lightning for better performance. We used Visualforce framework for salesforce classic. Though Aura components are used widely, currently LWC are the upgraded version because of its smooth functionality and effective performance over Lightning Aura Components.

Are you a small or medium sized business ? Decrease your spend and increase your revenue through efficient customer acquisition, management and retention using Salesforce.

crm system

Salesforce Editions

All the best benefits & features you need to know about Salesforce editions

If you want to know the many editions of Salesforce along with their features and benefits, you are in the right place. Salesforce redefined the software industry to make it available for anyone at fewer costs.  It is available in many editions for the use of small to big businesses with many benefits.  Salesforce remains the number one CRM solution provider for over two decades now.  It is why over 83% of the Fortune 500 companies use it to be among the many of its 200,000 potential users. If you want to be one among them, check out the many Salesforce editions to find the best for you to develop your business to new heights.

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Six Salesforce Editions

Salesforce specializes in CRM or customer relationship management to allow businesses for capitalizing cloud technology to better connect with customers and partners.  It is a SaaS or Software as a Service with a 30.2% market share, outsmarting its competitors with a wide margin and a YOY Growth of over 19%.


Salesforce started in 1999 in the last over two decades has come out with many editions.  Each edition is a set of Salesforce features wrapped together for companies like yours to choose the right one.   Following are the six editions available for you to choose the right one for improving customer relations to skyrocket your business.

1. Essential Edition

It is one of the four fundamental primary editions which suits best for small businesses. It is a ready-to-go platform for managing and growing small businesses effectively.  You can leverage its easy-to-use user interface along with its other intuitive features to customize and start with their deployment.  Few of its features include:

  • Lead & ticket management
  • Automated routing & multi-channel communication
  • The customizable sales process with App exchange and many others
  • Email integration & full offline mobile functionality

2. Professional Edition

Small and medium companies can use this professional edition specially designed with full-featured CRM functionality to administer the entire sales cycle conveniently.  The features include the following,  to cater to companies’ many demands to improve their business.

  • Comprehensive campaign, case & management
  • Custom dashboards & reports
  • Massive emails, process builders, quotes & orders

3. Enterprise Edition

Enterprise edition is best for large businesses to automate complex business processes with workflow and approvals.  With many more management tools, advanced customization, and features added to the professional edition for integrating back-office systems effortlessly.  Few of its features include.

  • Unlimited processes, profiles, roles & flows per org
  • Salesforce APIs & Sales Console App
  • Territory management & lead registration
  • Workflows, Approvals & advanced report types

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4. Unlimited Edition

Large businesses with over 1000 users need unlimited edition that offers premier support with countless online training and over a hundred admin services.  By subscribing to this edition you can build unlimited custom apps and tabs as per your business requirements. It offers additional levels of platform flexibility for managing and sharing on demand.  Also, the admins can access multiple sandboxes for developing and testing.  It has many comprehensive features that include.

  • Full mobile access & 24×7 support
  • Web Services API, Workflow & Approvals
  • Developer Pro Sandbox, unlimited customer apps & increased storage limits

5. Developer Edition

Apart from the above four primary editions, Salesforce has this developer edition for enabling developers to build modern and unique enterprise and mobile applications. Using this edition, developers can access Salesforce APIs and Lightning Platform and have the flexibility to integrate with other applications to develop new tools and applications.

6. Personal, Contact Management & Group editions

The three editions that Salesforce stopped selling are the personal, contact management and group editions.  The personal edition was for single users and individual sales representatives.  Group edition was for small business owners requiring fundamental CRM services.  Contact manager edition was for SMEs for providing access to contact management characteristics. There is also a performance edition from Salesforce to drive development, increase sales, and improve customer satisfaction.
The above information about the many Salesforce editions will make the daunting task of choosing the right one for your business easy. Apart from the above Salesforce offers multiple products covering the entire spectrum of running an enterprise organization.

For more information to use the best edition per your requirement, contact our consultants as we are the licensed experts for years of the world’s number one CRM solutions provider, Salesforce.

partot

Pardot Customization

The email addresses of your users will determine which domain is used when sending emails. In other words, if you send a Pardot email and choose george@examplecompany.com as the sender, examplecompany.com is the domain that would be used.That is the domain that will need to be configured in Pardot and where the DNS entries will need to be placed. If your users have different domains, each one that will be used will need to be configured.The Tracker Domain (aka CNAME) is essentially a mask that you place over your Pardot assets so they are branded with your company name instead of Pardot

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Tracker Domains

Tracker domains are known as CNAME (Canonical name), or vanity URL, and, they enable you to mask your Pardot hosted content (pages, form or assets) with a branded URL. When you create assets in Pardot – such as forms, custom redirects, and landing pages – Pardot generates a link that begins with go.pardot.com.

When you set up a tracker domain, it allows you to maintain your corporate branding. Branding gives assurance and security to your visitors that the links in your pages, forms or assets are legit and that they belong to your domain. In another word, a vanity URL is a unique web address that is branded for marketing purposes.

Your tracker domain cannot be the same as your corporate domain name. You choose a simple alias that gives your visitors the good user experience. For example, if your corporate domain is www.example.com, then consider using one of the following:

forms.example.com
go.example.com
www2.example.com
info.example.com

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Email Sending Domains

Implement DKIM and SPF Email Authentication

To achieve the best deliverability with Pardot, implement email authentication. Pardot uses the two most common standards: SPF and DKIM.

Use Email Authentication

With Pardot, you can send emails from your domain by authenticating through the two most widely accepted email authentication standards: Sender Policy Framework (SPF) and DomainKeys Identified Mail (DKIM). Major ISPs and corporate spam filters check for one or more of these types of authentication when determining whether to allow emails to a recipient’s inbox. Setting up email authentication is critical for achieving good deliverability.

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Sender Policy Framework (SPF)

SPF is a form of email authentication that makes forging the sender of an email, or email spoofing, more difficult. SPF isn’t aimed at stopping spammers. Rather, it tightens loopholes used by spammers to spoof emails. SPF provides a list of all outbound email sources for a domain as a DNS TXT record.

When a receiving mail server gets a message appearing to be sent from a certain domain, it checks the sender’s SPF statement to verify that information.

DomainKeys Identified Mail (DKIM)

DomainKeys is an email authentication system that verifies the DNS of an email sender and the message’s integrity.

Domain-Based Message Authentication, Reporting, and Conformance (DMARC)

A third layer of authentication that’s becoming more widely used is domain-based message authentication, reporting, and conformance, or DMARC. With DMARC, you notify receiving servers that your messages use SPF and DKIM and instruct them on what to do if they fail those authentication checks.

Pardot can’t set up a DMARC policy for you, but we can help you ensure your emails are DMARC-compliant.

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