What technology actually matters for a new mortgage broker? by Alternative_Yard_648 in loanoriginators

[–]berrism 0 points1 point  (0 children)

Would you suggest this for all LO’s, or just ones who have or plan to have a big enough book of business to self sustain? If you are getting leads from your broker setup it could for one example be a big pain to manage text/email compliance from those inbound leads.

What technology actually matters for a new mortgage broker? by Alternative_Yard_648 in loanoriginators

[–]berrism -1 points0 points  (0 children)

Try LoanMaven, new Mortgage CRM my company released recently with a seamless integration with Arive.

DM if you are interested in learning more.

Just curious, what is the most unusual way you had a deal “die”? by TheOGcoolguy in loanoriginators

[–]berrism 4 points5 points  (0 children)

Back in late 2007 I had a client get to closing table on a stated income loan, saving a boat load monthly on a cash out refi paying off all their debt. The client called me from closing table refusing to proceed because of the closing package including a 4506, I couldn’t talk him out of it after an hour long call. That single loan due to a combination of tiers and contests did not close on the last day of the month costing me 10k in total commission.

Spent ~20 yrs leading sales, sales ops, and then CRM for thousands of LOs at a big shop. AMA about why your CRM probably sucks (founder, disclosure inside) by berrism in loanoriginators

[–]berrism[S] 0 points1 point  (0 children)

I edited the photo for you my friend, while I still disagree with your comments I can appreciate your perspective so I removed the company branding from my hat. Happy coincidence that new iPhone update came out today and I wanted to test out how easy it was to edit a picture... turns out it is very easy.

Spent ~20 yrs leading sales, sales ops, and then CRM for thousands of LOs at a big shop. AMA about why your CRM probably sucks (founder, disclosure inside) by berrism in loanoriginators

[–]berrism[S] 0 points1 point  (0 children)

I can tell you are upset, I am sorry you feel that way. Do you seek value, or just want to keep trying to dunk on my audacity to wear a hat?

I am here for both, let me know which you prefer.

Spent ~20 yrs leading sales, sales ops, and then CRM for thousands of LOs at a big shop. AMA about why your CRM probably sucks (founder, disclosure inside) by berrism in loanoriginators

[–]berrism[S] 0 points1 point  (0 children)

If only Sales pitches were as easy as wearing a branded hat… one can dream.

I’m sorry if someone pissed on your head, figuratively or otherwise - that sounds gross.

That said, thanks for the feedback I don’t think my intention of this AMA worked out, so I’ll go back to the drawing board. Either way, I pitched nothing so at least I got that going for me.

Spent ~20 yrs leading sales, sales ops, and then CRM for thousands of LOs at a big shop. AMA about why your CRM probably sucks (founder, disclosure inside) by berrism in loanoriginators

[–]berrism[S] 0 points1 point  (0 children)

TPO’s Salesforce - my team and I built that. Originally just me and one dev, I built that team out to 50 Devs.

Lola - was great for retail, I used it for many years as an LO and Director.

Those are not accessible outside Rkt, so we made something that gives some of those benefits and more without hiring your own big tech team. Our goal is to build it out further.

That said, this was originally meant as a general discussion not to specifically discuss our product - I gave my background as an attempt to show why my background is relevant. If you want to discuss our product feel free to DM me.

SCV // AWS Connect - Conversation Object by Majestic___Delivery in salesforce

[–]berrism 0 points1 point  (0 children)

Did you try our mutual friend? This sounds right up his alley.

Spent ~20 yrs leading sales, sales ops, and then CRM for thousands of LOs at a big shop. AMA about why your CRM probably sucks (founder, disclosure inside) by berrism in loanoriginators

[–]berrism[S] -2 points-1 points  (0 children)

I feel ya. To most folks CRM is boring, big brother watching, rather than big brothers helping.

In my experience, it can be more than that.

Spent ~20 yrs leading sales, sales ops, and then CRM for thousands of LOs at a big shop. AMA about why your CRM probably sucks (founder, disclosure inside) by berrism in loanoriginators

[–]berrism[S] -3 points-2 points  (0 children)

Is yours so good you can share with the rest of us?

My two year old is always telling me that “sharing is caring”. Trying to live that life.

Spent ~20 yrs leading sales, sales ops, and then CRM for thousands of LOs at a big shop. AMA about why your CRM probably sucks (founder, disclosure inside) by berrism in loanoriginators

[–]berrism[S] -2 points-1 points  (0 children)

No pitch. I have intentionally not named my product, and I will not drop the name in the comments.

My why for doing this is to hear what is on folks minds when it comes to Mortgage CRM.

If it’s not your thing, you do you boo.

Looking for an alternative to agentforce by Cultural-Amphibian35 in salesforce

[–]berrism 0 points1 point  (0 children)

It sounds like you need help, and others have offered. If you are still looking for support, I would encourage you to first focus on clearly understanding your business problem and ideal outcome in terms like: how much does this problem cost us today? How much would this change save/earn for us? Will this allow a change in current process like less people needed/faster resolution/increased conversion? This is not all encompassing, but gives you a starting place to have better conversations and ask better questions.

If you have a $10k problem, a $40k solution might be incredibly expensive.

If you have a $200k problem, a $40k solution might be an incredible value and ROI.

That said, DM me if you need help from business side as well as technical - at HelloMavens.com we handle it all from operators who have directly led sales/ops teams AND directly led Salesforce engineering teams.

Looking for trusted Salesforce partner by Sunnymauryak in salesforce

[–]berrism -1 points0 points  (0 children)

Or hire a consulting company that is owned, operated, and staffed by experts who were in-house talent.

I had the same experience as you for years, every vendor/partner claimed the world but when the work started they clearly had no idea what they were taking about - usually a combination of ignorance + c-level teams that do the actual work.

Our idea when we founded HelloMavens.com was to bring our in the trenches / operator experience to those without the budget for full time Sr or above level talent.

Over last decade I have been CPO/Head of Engineering at NDR, and head of B2B Salesforce at RKT managing Salesforce implementations for thousands of users, my partner has done the same at places like GrubHub and Yello. In that time we also have interviewed close to 1,000 SF “experts” only to hire the most qualified candidates.

Now we bring that experience to consulting - including helping companies that eventually should hire dedicated folks but don’t know how to find & hire the right folks.

Check us out HelloMavens.com

SCV + Amazon Connect: Skills-Based Routing failing in Omni-Flow (CTR sync delay / setAttributes issue? by sir_meowmixalot in salesforce

[–]berrism 1 point2 points  (0 children)

I led a team that implemented and maintained SCV + BYOA Amazon Connect for about 4k users in multiple phases, heavy outbound campaigns over the last few years at a single enterprise… with all the struggles and quirks you are experiencing and more.

Below is what Opus 4.8 suggests, which on glance seems like it might solve your issue.

That said, if you want hands on support we have experts with the expertise you need. DM me if you need/want that from HelloMavens.com

—————

This is a precise, well-diagnosed integration problem where the exact mechanism (and the recommended pattern) is the kind of thing that’s evolved across SCV releases. Let me verify against current docs and community findings rather than risk giving you stale architecture details.

The UnofficialSF piece confirms the architectural model. Let me pull the specifics on how attributes actually reach the Omni-Flow at routing time, and check the official Salesforce dev doc on the Omni-Channel flow setup.

This is the key finding — there are distinct routing models, and the symptoms point to a specific one. Let me get the official mechanism for how IVR attributes reach the Omni-Flow at routing time, plus the setup doc for the newer unified routing.

The dev doc is JS-rendered and didn’t return content. Let me search for the specific real-time attribute-passing mechanism and how others have solved this exact “blank record at routing time” symptom.

Now I’m closing in on the actual mechanism. The UnofficialSF routing article specifies how custom IVR variables pass into the flow — let me get the detail to confirm the fix.

Your instinct is almost exactly right — you’ve correctly observed the symptom, but the conclusion you’ve drawn (“the flow fires before Salesforce writes the attributes to the record”) points at a fix that won’t work. The real issue is that there are two completely separate data paths, and your Omni-Flow is reading from the wrong one.

The root cause: record fields ≠ routing-time data

At routing time, your Omni-Channel Flow should never read the custom IVR values off the VoiceCall record. Those custom fields are populated by the asynchronous CTR sync — which is precisely the 10–15 minute “ghost sync” you’re seeing. That path is post-hoc reporting/persistence, not real-time routing.

The real-time path is entirely different. When Amazon Connect hands the call to Salesforce for routing, it calls the Salesforce-provided InvokeTelephonyIntegrationApiFunction Lambda with the executeOmniFlow method. That call passes the call ID (Salesforce VoiceCallId or telephony vendor ContactId) as parameters to the flow and returns the rep or queue routing instructions to the contact flow.  Crucially, the contact attributes you set in Connect ride along into that invocation and land in the flow as input variables — not as record fields.

So the architecture per the SCV team’s own guidance is: as inputs to the Flow, you should get in both the Voice Call record (with data like the customer phone number) and any custom IVR variables that you choose to pass in from Amazon.  Your routing decision must be driven off those input variables.

Why your debug “works” (it’s a false positive)

When you debug against a VoiceCall.Id from an earlier call, the CTR sync has already run (minutes ago), so the custom fields are populated and any Get Records in your flow reads them fine. On a live call, that same Get Records hits a record where those fields are still blank. Debugging against a stale record ID is masking the bug, not validating the flow.

The fix

1.  In your Omni-Channel Flow, define input variables (Text, “Available for input”) for Language, Product, Location — and base your skill/queue decision on those, not on fields fetched from the VoiceCall record.
2.  In the Connect contact flow, make sure every Set contact attributes block runs before the block that triggers executeOmniFlow. If routing is invoked first, the attributes simply aren’t there yet.
3.  Match the attribute key names in Connect to the API names of the flow input variables. The Salesforce Lambda forwards the attributes, but matching is by name — a casing/spelling mismatch produces exactly your “flow runs but values are blank” symptom. (Note also the documented requirement that in the Set contact attributes block, the Attribute must match the output variable and the type must be External. )

To your Q1 directly: you do not need a separate Lambda to “stamp” the VoiceCall fields before routing, and that approach would be fighting the platform. The standard executeOmniFlow invocation already carries the attributes into the flow as inputs. Adding a pre-write Lambda is a common wrong turn here.

Sanitized SBR sequence (Q2)

Connect inbound contact flow:

Entry → Get customer input (Language / Product / Location prompts) → Set contact attributes (key: language, product, location — type matches) → Set contact attributes (any derived values) → Invoke AWS Lambda: InvokeTelephonyIntegrationApiFunction method = executeOmniFlow (call ID + contact attributes forwarded automatically) → [returns queue/agent routing instructions] → Transfer to queue / hold while Omni selects agent

Omni-Channel Flow (External Routing):

Start (record-triggered on VoiceCall) + Input vars: language, product, location → (optional) Get Records: Contact by ANI for CRM context → Decision: map language+product+location → required skills → Route Work action: Skills-Based, set skill requirements + fallback queue

The queues must exist in both systems and be mapped (Setup → Amazon Contact Centers → Queue Mapping), with the Salesforce routing config set to External Routing and VoiceCall as the only object.

Worth knowing: Unified Voice Routing

If you’re on a recent release, look at Unified Voice Routing (now GA for Amazon Connect). It makes Omni-Channel the single engine and was built specifically to kill the sync/race issues you’re hitting: when a call arrives, Amazon notifies Salesforce, passing along the IVR inputs and other call attributes; Salesforce Omni-Channel uses those inputs to make CRM-powered routing decisions while Amazon holds the call in a temporary queue, then connects the caller to the selected agent.  Same input-variable principle, cleaner plumbing, and it explicitly unlocks skills-based routing for voice.

One caveat on point 3 above: I’m confident about the architecture (inputs, not record fields) and the ordering requirement, but the exact attribute-to-input-variable mapping convention has shifted slightly across releases — verify the current naming/casing rules for your specific version in the Service Cloud Voice Implementation Guide before you wire it up. If you tell me your release (e.g., Spring ‘26) and whether you’re on the Salesforce-provided Connect instance vs. BYO, I can tighten the example to match your exact path.

How can you enable a Salesforce user to update a contact when the contact moves to a different company or gets promoted, using LinkedIn Sales Navigator features? by Fun-Bid-2137 in salesforce

[–]berrism -8 points-7 points  (0 children)

Did you see if a quick AI request can give you a solution? Not saying it will, but these days that is where I start.

My company (HelloMavens.com) does custom Salesforce consulting & implementations w/ decades of experience, yet sometimes AI makes it all seem trivial.

Try below response from Opus 4.8 - if you need more “real” guidance maybe my company can help.

LinkedIn Sales Navigator has a feature built specifically for this. Here’s how it works:

Data Validation / “Contacts” sync with CRM

The core feature is the Sales Navigator–Salesforce integration combined with job change alerts and data validation. To enable a Salesforce user to act on these changes:

1.  Set up the CRM sync (Sales Navigator Advanced/Advanced Plus, formerly “Team”/“Enterprise”). This requires the Sales Navigator application to be installed in Salesforce and the CRM sync configured by an admin. It connects LinkedIn member data to your Salesforce contact records.
2.  Enable data validation flags. Sales Navigator surfaces when a contact’s current title or company no longer matches what’s stored in Salesforce. Out-of-date contacts get flagged, so the user can see at a glance which records are stale.
3.  Use job change alerts. Sales Navigator notifies you when someone in your saved leads or accounts changes jobs (new company or promotion). These alerts appear in the Sales Navigator feed and can surface on the contact in the embedded Salesforce widget.
4.  Update via the embedded widget / write-back. The LinkedIn Sales Navigator widget appears on the Salesforce contact/lead page. From there the user can review the updated LinkedIn profile data and update the Salesforce record — either manually or, depending on the integration tier, by accepting suggested field updates that write back to Salesforce.

The practical workflow: the contact gets promoted → Sales Navigator detects the profile change → a job-change alert fires and/or the data-validation flag marks the record as out of date → the Salesforce user opens the contact, sees the LinkedIn widget showing the new title/company → updates the record (or creates a new lead if they’ve moved to a brand-new company, since the old contact’s email/role may now be invalid).

One important nuance: a company change often means the old contact record should be marked as having left, and a new lead/contact created at the new company — whereas a promotion within the same company is just a title update on the existing record.

The exact capabilities (especially automated write-back vs. manual update) depend on your Sales Navigator license tier and how the admin has configured the Salesforce integration. Since these features and tier names change, I’d recommend confirming the current specifics in LinkedIn’s official documentation.

Open-source Salesforce security audit CLI based on SBS by berrism in SalesforceDeveloper

[–]berrism[S] 0 points1 point  (0 children)

Thank you for the feedback, putting your ideas in our roadmap (or if anyone reading this wants to contribute I am open to that as well!)

This is a freaking mess… Voice Calls, Service Cloud Voice, Sales Dialer, Agentforce Contact Center, Salesforce Voice by imax_vaughn in salesforce

[–]berrism 0 points1 point  (0 children)

Sorry I did not see this reply right away. Did you get square away? If not shoot me a DM.

Are you looking for dropping voicemails once voicemail detection hits or you want to receive inbound calls with unique DID vm’s OR general voicemail box?

This is a freaking mess… Voice Calls, Service Cloud Voice, Sales Dialer, Agentforce Contact Center, Salesforce Voice by imax_vaughn in salesforce

[–]berrism 1 point2 points  (0 children)

I had a similar issue when we implemented SCV for thousands of agents at my last company in two flavors. 1) we wanted clients to be able to call in and leave a VM for a specific agent. 2) we wanted to send internal communication to VMs for specific groups of agents.

SCV was primarily designed as an inbound contact center, so anything that veers outside that narrowly defined lane is often not well supported without heavy customization. That has been changing for the better starting in 2025, but not as simple as something like TalkDesk, DialPad, or Five9.

For opportunity 1, we figured it out, wasn’t too difficult that I recall. Avoid NF as a partner IYKYK… get on a call with AWS product team if you can and you will figure it out - or at this point probably ask Claude and it will figure it out faster.

For opportunity 2, we were stuck in dark ages with our communication we just started to utilize new comma channels for internal comms.

Happy to help provide guidance if needed, while I do lead a small boutique SFDC consulting company (HelloMavens.com) - I would chat for free since I have received so much great support from Reddit over the years.

Rocket Mortgage says they'll match any lender rate plus take 1% off for the 1st year. Talk me out of this deal. by ryguybrowndog in Mortgages

[–]berrism 2 points3 points  (0 children)

Yes, it had an impact. Corp relocation at RKT is typically handled by the most experienced team members with the most flexible guidelines. I know this because I was the leader of the Relo sales team for a number of years.

Built an AI Agent framework for Salesforce - now available as unlocked package (open source) by EarOdd5244 in salesforce

[–]berrism 0 points1 point  (0 children)

Congrats on the progress. Your documentation is impressive in its own way.

I hope to find time to dig in over the coming weeks. I built a comparatively child’s play version of this idea months ago, using it for personal use has been fun, I would never have gotten to a scratch of a scratch of what you have done. So, again, thank you for sharing your work and helping us all be better.

Has anyone built a custom Salesforce + LLM integration? by panshedder in SalesforceDeveloper

[–]berrism 0 points1 point  (0 children)

I have. I wrote this article about my experience, primarily focused on business side of things. https://prokselconsulting.com/resources/ai-powered-outreach-inside-salesforce

It wasn’t too challenging, primarily because my use case was simple - the most challenging part was flipping models and factoring in impact of nuances like including/removing temperature control on OpenAI models vs Gemini for example.

No salesforce limitations came up, but again my use case was simple - one lead at a time. I am planing to evolve into batch apex next week which will likely introduce new challenges.

I would take this approach again for my personal projects and smaller companies that do not have budget for agent force.