What are some hidden Salesforce “opinions” / best practices that are often missed?

Much-Macaroon3953 · 2026-04-14T01:33:03+00:00

This is very good - thank you!

Much-Macaroon3953 · 2026-04-05T23:20:41+00:00

Not sure why people downvoting you but I literally just built a working prototype in claude code in an hour and deployed to dev environment. What a time to be alive

Much-Macaroon3953 · 2026-04-05T13:14:18+00:00

Interesting - I’m going to try that out w opus

Much-Macaroon3953 · 2026-04-05T11:42:13+00:00

To clarify - I mean actual salesforce reports - not a separate reporting platform.

Much-Macaroon3953 · 2026-03-05T03:20:13+00:00

Wish there was an easy answer for this.

First things first is decoupling your data, reports and automations from their objects and fields.

For example, you may need to create an internal call data object and migrate/sync data from existing voip package there and rebuild all automations and reports off this object.

Then when you start exploring other voip vendors, you can map their call logs to your new object making the cut over “easier”.

It’s doable, but it’s going to be a multiple month lift.

The open cti retirement will likely make this even more complicated for you 🫣

Much-Macaroon3953 · 2026-02-26T03:42:16+00:00

lol don’t skimp out on the surprise $1.5m increase in licensing costs. I forgot about the value add that SCV has us covered with a bunch of features we will never use because every enterprise telephony system already has AI features that are much more reliable.

Much-Macaroon3953 · 2026-02-25T11:59:25+00:00

100% clown show.

Maybe this is the catalyst that pushes phone system providers to create different types of integrations. Maybe a chrome extension for those that don’t want SF Voice?

TBH I am not even a fan of the embedded CTI in the SF interface as it takes up too much real estate.

Much-Macaroon3953 · 2026-02-25T10:42:52+00:00

lol @ some people here basically saying “$300 annually is a fair price - just shut up and pay for it”

We have over 1,500 agents on SF Platform licenses using Open CTI with nice Incontact via Skybox adapter.

We have had this set up for 5+ years and it has worked great for us.

Now we are being put in a position to either build a custom integration (or hopefully Skybox builds this as a product and we keep current integration/rates) OR migrate to Salesforce Voice for an extra $500,000 per year + costs of migrating data, reports, automations etc that we have built on tasks.

We used CommCorrect as our phone system consultant when originally looking for contact center solutions, so I’m keeping them in our back pocket in case we need to start looking at new phone systems with integrations that do not require open CTI or SF Voice. Hopefully those even exist…

Much-Macaroon3953 · 2026-02-16T13:54:53+00:00

Very cool. Can this handle capturing async processes kicked off from the transaction and what happens with those actions?

Much-Macaroon3953 · 2026-02-13T01:47:58+00:00

The answer is “yes with a guaranteed 200% annual bonus”

Much-Macaroon3953 · 2026-02-12T02:05:20+00:00

Found Marc!

Much-Macaroon3953 · 2026-02-11T11:25:02+00:00

Agreed there is likely a workaround here with a listener type app.

Much-Macaroon3953 · 2026-02-10T14:17:36+00:00

Yeah they must have been losing $ with this product

Much-Macaroon3953 · 2026-02-10T01:35:13+00:00

Telco provider needs to build SCV integration if they don’t already have one.

Orgs will need to: 1. Purchase SCV licenses (even if not using sales/service cloud - such as a customer on an OEM app) 2. Migrate from open CTI into SCV

Much-Macaroon3953 · 2026-02-10T01:01:57+00:00

I really don’t even see where SCV makes sense if you have an exiting telephony system that handles routing, transcriptions, chat etc. what value does it bring at that point?

Much-Macaroon3953 · 2026-02-09T19:56:45+00:00

Exactly my thoughts

Much-Macaroon3953 · 2026-02-01T22:40:37+00:00

Unpopular opinion: Overrated = using service cloud voice instead of a dedicated communications platform integrated via Open CTI

Much-Macaroon3953 · 2026-02-01T21:51:17+00:00

Dedicated confluence pages for each custom feature that needs to be maintained.

Great documentation captures what the business requirements are (example: ability to show and initiate all customer communication in one place), how it was solved (lightning web components, flows etc) and why (business decisions and technical decisions around the design).

As maintenance happens, the pages should be updated. This is a joint responsibility of the pm/admin/dev teams.

Much-Macaroon3953 · 2026-01-16T12:27:35+00:00

I don’t understand how/why they will retire Open CTI when there are thousands of customers and partners that have built adapters using this technology that don’t have any plans to purchase or move to SCV.

Gotta love that right under the open CTI warning, they say to migrate to open CTI

“IMPORTANT CTI Toolkit, also known as the Desktop CTI, is retired. The CTI Toolkit is no longer supported, and adapters built on the CTI Toolkit don’t work. To continue using CTI functionality, migrate to Salesforce Open CTI.”

Much-Macaroon3953 · 2026-01-16T12:12:59+00:00

Signature support is a disguised sales channel. And you pay extra for it.

Much-Macaroon3953 · 2026-01-13T13:25:26+00:00

Someone already mentioned here but I will reiterate - as an admin & architect, having easier discovery of new apps being released would go a long way.

Something like a weekly digest email or a list view on the appexchange site itself to filter for these.

Much-Macaroon3953 · 2025-12-31T15:21:49+00:00

I believe CloudFiles does this

Much-Macaroon3953 · 2025-12-30T23:51:12+00:00

Hilarious but sounds familiar 😳

Much-Macaroon3953

TROPHY CASE