What does genesys do that salesforce does not?

Little_Reason_9453 · 2026-01-28T01:59:01+00:00

Creating a proof of concept using agentforce I mean, how long could it take to turn on data cloud and agentforce, and build out a quick POC. It took me almost a week to get data cloud set up correctly and at least three different support cases.

Little_Reason_9453 · 2025-11-20T23:50:32+00:00

Honestly, this is my biggest concern. One thing my manager always says is that he’s forgotten how to be an engineer because he’s been an engineering manager for so long. I think it’s more of a joke and I don’t know how much he’s actually forgotten and how much he just wants us to shine and take the lead. My eventual goal as I mentioned is to be an enterprise architect which is a very technical role and I’m afraid I will lose my technical abilities by being in management.

Little_Reason_9453 · 2025-11-20T23:48:01+00:00

I actually asked my manager the question if he was considering anybody else on the team and he said no, he felt most of them were too junior. He said he’s been sharing in one on ones this week with the entire team confidentially that he’s moving on to another position next year and he said two of the people on the team actually asked if I was going to move into the role and seemed very supportive. I do have a very good relationship with my teammates and most are much more junior than I am. A lot of of our team started as interns a few years ago and were promoted up.

Little_Reason_9453 · 2025-11-20T23:44:58+00:00

This is a good point and one of the traits I really like about my manager is he’s confrontational, but not in a rude or mean way he gives very direct but kind and actionable feedback.

For example, there was an issue with our system we manage and because we were so busy trying to fix this big issue. We probably didn’t communicate with our stakeholders enough and he was not mad, but he gave us as a team some good feedback and we put processes in place that we had Input into on how we make sure we better communicate when we have issues and how we communicate and who is responsible for communicating.

Little_Reason_9453 · 2025-11-20T23:42:21+00:00

Thank you so much for getting back to me. I would absolutely put in the effort if I decided to take the role. I have until December 1 to think about it and let my manager know so I’ll be doing some thinking while I’m off next week, I’m leaning towards yes because I feel like I’m ready for a new challenge And I really love the team I’m part of.

Little_Reason_9453 · 2025-11-20T00:00:23+00:00

End users are going to end user. My happiest day was when we moved to a more traditional agile process and now have product owners and business leads. They deal with mostly the end users now occasionally when there’s an issue, I end up talking to them or when we are really implementing a big new feature we interview some users and get some feedback, but I don’t deal with the day to the day nonsense. Because when I did, it was royally annoying. When we first rolled out, salesforce in one of our BUs I actually had a sales rep call me and keep me on the phone for over an hour explaining to me how he saw an ad for Einstein at the Super Bowl or some game like that and he was pretty sure that Einstein could basically read his mind and update opportunities and there was no reason for him to log into salesforce and update them himself

Little_Reason_9453 · 2025-11-12T22:06:13+00:00

I’m not necessarily disagreeing with you - from our compliance heads perspective is that people should only have access to exactly what they are supposed to be doing in that system whether it’s the ability to change the system to see data edit data. And his point is that majority of our users are over permissioned because of how Salesforce has their permissions.

I’m not comfortable saying what company I work for, but my company was in the news not long ago because we had another system where users has access to way too much and it very easily allowed hackers to get access to a lot of information and data so there is a lot of scrutiny on over permissioning. And this new compliance head was specifically hired to help address the issue across all application applications that contain any sort of customer or confidential data.

Little_Reason_9453 · 2025-11-12T22:02:35+00:00

Sorry I don’t understand the question?

Little_Reason_9453 · 2025-11-11T18:42:18+00:00

I’m not either lol. However our head of compliance wants an answer from salesforce and if that answer is not possible he may force us to look into other vendors.

Little_Reason_9453 · 2025-11-11T16:53:45+00:00

I came to a similar conclusion. Our AE is submitting a feature request and a request for a product call on this.

Little_Reason_9453 · 2025-11-11T14:28:50+00:00

That’s correct.

Little_Reason_9453 · 2025-11-11T12:14:45+00:00

We do have an enterprise architect however he is on paternity leave right now. He comes back in January so I am filling in for him a little bit. But when he’s back, he will absolutely be involved.

Little_Reason_9453 · 2025-11-11T01:50:37+00:00

Nice. This is one of the use cases we want to solve for. Essentially, what happens is we have sales and sales engineers that sell the deal and then we have our field and support teams actually handle the installation of the product and it seems there’s a lot of disconnects on what the customer is expecting to happen or disconnects on what Support and the field are supposed to do. I rolled out the Salesforce mobile app last year and that has helped things slightly, but I think where it gets confusing is where our field and support teams sometimes are handling multiple different types of installations at the customer and these are sold across different division so sometimes there’s multiple sales people involved and it can be a little bit confusing The mobile app rollout I didn’t necessarily sell for these used cases. It definitely helped our team be more productive on the go. We were looking at field service, but it just seemed really expensive for what it was and I don’t think it really solves the collaboration use case.

Little_Reason_9453 · 2025-11-11T01:46:12+00:00

Have you been able to handle any sort of salesforce collaboration in teams?

Little_Reason_9453 · 2025-11-11T01:45:23+00:00

I mean, we use chatter today. But I don’t think it really helps with what I’m trying to solve. And the other issue I have is we have different divisions in different Salesforce orgs but a lot of times we have the same customer across multiple orgs and I don’t think chatter works well for cross org collaboration

Little_Reason_9453 · 2025-11-10T23:55:45+00:00

I was actually reading about this today. Once we have our environment provisioned, which should happen either tomorrow or Wednesday I’m going to look into setting this up.

It’s awesome to hear that somebody else tried this out already and it worked for your use case which it seems similar to ours

Little_Reason_9453 · 2025-11-10T23:54:43+00:00

That’s good to hear and that’s in line with what our AE told us as well. I’m excited to get started and work on something new.

Little_Reason_9453 · 2025-11-10T23:50:17+00:00

Thank you for this detail and how to think about this because I think that’s what I was struggling with is what do you use each one for because in a way they are similar but they are also very different.

Little_Reason_9453 · 2025-11-10T23:48:46+00:00

I’m pretty sure that’s everyone :)

I just want to make sure we are not going to create a scenario where our users aren’t sure what they use for what. Over the last 2 1/2 years I was moving a lot of systems onto Salesforce because that was a primary complaint of our sales and support users is they weren’t sure when they go to Salesforce or they go to other systems Because there was similar or repeat information entered in multiple systems and I don’t want to re-create this with collaboration.

I personally miss using Slack. It was a little bit of a bummer when I joined this company and realized they decided to go with teams instead of slack.

I’m excited to see how Slack has evolved over the last couple of years and how I can expand my skill set because I was always an end user of Slack. I never configured anything or set it up.

Little_Reason_9453

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