Dirk Gronert

Last week I asked: “What’s the best way to build trust with users who fear they’ll end up serving the system instead of the system serving them?” Not many votes — but plenty of thinking. And it pushed me to make a decision in my current Salesforce project. In one of our subsidiaries — a college — the team expressed a real concern: they’re not afraid the system won’t work, they’re afraid it will take over their work. So here’s what I decided to do: 💡 Build “preview” automations and screen flows — not production-ready, but realistic enough to show exactly how the system will support their daily process. You know what? That was the best decision I could’ve made. They didn’t just show curiosity — they were genuinely impressed by the effort to make their adoption a priority. Because sometimes, a small gesture of empathy builds more trust than any technical explanation. And in change management, trust isn’t a feature — it’s the foundation. 👉 Have you ever faced resistance rooted in fear of losing control? How did you turn it into engagement? #Salesforce #ChangeManagement #CRMAdoption #Leadership #Flow

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www.swiss-orange.ai/en 🔍 Before You Create a New LWC — Think Twice! At SWISS ORANGE GROUP, we’ve seen it often: teams rush into building new LIGHTNING WEB COMPONENTS (LWCs). But with SALESFORCE evolving so fast, not every use case needs CUSTOM DEVELOPMENT. Here’s the 3-STEP DECISION FRAMEWORK we use — and remember: as the only SALESFORCE PARTNER in DACH, SWISS ORANGE GROUP delivers all implementations at a FIXED PRICE 👇 ✅ STEP 1: USE WHAT SALESFORCE ALREADY GIVES YOU • DYNAMIC FORMS for conditional layouts and field visibility • SCREEN FLOWS for guided UIs, conditional screens, and process integrations 👉 Low-code, EASY TO MAINTAIN, and ADMIN-FRIENDLY. ✅ STEP 2: BUILD LWCs THE SMART WAY If CUSTOM DEVELOPMENT is the right choice: • Create REUSABLE SUBCOMPONENTS instead of one-off builds • Keep LOOSE COUPLING so components can be used across contexts • Use @API PROPERTIES for FLEXIBILITY and PORTABILITY 👉 LWCs should be FUTURE-PROOF, not TECHNICAL DEBT. ✅ STEP 3: SECURITY, PERFORMANCE & SCALABILITY FIRST • Respect SALESFORCE SECURITY RULES (FLS & CRUD) and use UIRECORDAPI / @SALESFORCE/SCHEMA • Optimize with LIGHTNING DATA SERVICE (LDS) for PERFORMANCE • Ensure ACCESSIBILITY (A11Y), add proper TEST COVERAGE, and design for SALESFORCE’s 3x YEARLY RELEASE CYCLE 👉 Automation, COMPLIANCE, and LONG-TERM MAINTAINABILITY built in. ⚡ CONCLUSION Before building a new LWC, always ask: 1️⃣ Can DYNAMIC FORMS or FLOW solve it faster? 2️⃣ If LWC is needed, is it REUSABLE and FUTURE-PROOF? 3️⃣ Does it meet SALESFORCE SECURITY & PERFORMANCE STANDARDS? 👉 With SWISS ORANGE GROUP, you’ll always take the SMARTEST PATH forward — delivered at a FIXED PRICE.

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Exciting news 🤩 from Carsten Heinz on stage at Deutschsprachige SAP-Anwendergruppe e.V. (DSAG) Thementage ALM in Stuttgart. #SAP #CloudALM is expanding memory limits from 8GB to 24GB. Read the blog post for more details: https://lnkd.in/dPFgeSGb

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🚀 The ServiceNow Zurich release is officially here! Here’s what it brings to the table: • Faster multi-agentic AI development - Build, deploy & scale AI use cases quickly. • Enterprise-wide AI security - Protect sensitive data across the platform. • Reimagined workflows - From vibe coding to agentic playbooks, experience a new level of productivity. 💡 Zurich is designed to supercharge AI adoption securely, strategically, and at scale. Which Zurich feature excites you most. Is it AI speed, security, or workflow innovation? #ServiceNow #ServiceNowZurich #AgenticAI #DigitalTransformation #EnterpriseAI

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XBOW's latest discovery: XSS in Salesforce Aura Components through a parameter combination that defied conventional wisdom. The scenario: Hunting for XSS in a Salesforce Experience Cloud site with almost no visible attack surface. Initial reconnaissance revealed minimal forms or injection points - the kind of target most automated tools would abandon. XBOW shifted focus to Aura/Lightning component endpoints. After extensive parameter testing, it discovered the 'aura.tag' parameter was reflecting input, but served with text/plain content type - typically a dead end for XSS. The unexpected twist: XBOW tested aura.format=JSON despite this seeming counterproductive for HTML injection. The result? The server delivered text/html content type instead of the expected application/json. The successful exploit: Three elements came together: aura.tag parameter reflection + aura.format=JSON content type manipulation + SVG onload handlers (bypassing script tag filters) = confirmed XSS execution. Kudos to Salesforce's security team for their professional handling - immediate response, clear communication throughout remediation, and swift infrastructure-wide fixes. This discovery demonstrates why methodical testing that ignores conventional assumptions finds vulnerabilities others miss. Read the complete technical breakdown: https://lnkd.in/e_JDYxs9

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Salesforce Agentforce World Tour — The transformation is real - and it’s redefining Customer Support with Agentforce Service. Today I had the chance to speak at the Agentforce Service Keynote together with Ragna Ghoreishi, CCXP, CCCX and Franz Klaus at the Salesforce World Tour in Düsseldorf and share our Salesforce Customer Zero story — how we’re already using AI Agents to fundamentally transform customer support at Salesforce. What stands out the most for me: • AI in support is no longer theory — it’s operating at scale. • Agentforce Service (formerly Service Cloud) is reshaping how teams deliver fast, accurate, human-centric support. • Digital frontends and AI-powered backends are finally coming together in a way that unlocks real efficiency and real customer impact. • The momentum in the ecosystem is bigger than I’ve ever seen — and it’s accelerating. Whether you’re leading a support team, building operations, running a business, or shaping your company strategy: AI Agents aren’t the next wave — they’re the new baseline. Düsseldorf was a strong reminder that this isn’t about AI replacing humans — it’s about AI working side by side with humans and becoming part of your company identity, your service culture, and your brand. Support organizations that embrace this shift won’t just operate better — they’ll be perceived differently. Anytime, everywhere, multilingual. Seeing what’s possible when AI and human expertise work together is energizing — and we’re only scratching the surface. More to come.

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🚀 Just published a new YouTube tutorial: 🎥 Agentforce Tutorial 6: Custom Lightning Types & LWC for Agentforce Input/Output Responses In this video, I walk through how to create custom Lightning Types and use Lightning Web Components (LWC) to customize Agentforce agent input and output responses in Salesforce. Perfect for anyone looking to enhance their Salesforce AI and Copilot experience! 📺 Watch Now: https://lnkd.in/ghf2jbhZ 🔔 Don’t forget to subscribe to the channel for more Salesforce + Agentforce tutorials every week! #Salesforce #Agentforce #LWC #LightningWebComponents #LightningTypes #EinsteinCopilot #SalesforceDeveloper #Trailblazer #YouTube #TechContent #lightningtype #LWCagentforce #agentforceLWC #trailhead #salesforcecertified #vlocity #omnistudio #jobs

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Alignment between sales and operations sounds simple. In reality, it’s one of the hardest things for manufacturers and distributors to get right. That’s why the new partnership between SugarCRM and SYSPRO matters. Sugar for SYSPRO connects ERP and CRM so teams aren’t working from different versions of the truth. The result: • Fewer handoff issues • More confident selling • No surprises for operations A solid step forward for teams that need systems to work together — not against each other. https://sgrcrm.co/4qpxoAn

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From implementation to adoption – fast. ArrowXL by JP Home completed their SugarCRM implementation in just 6 months, but the real milestone came during rollout: ✅ 2½ weeks to train and engage both internal and client users ✅ Simplified navigation that made adoption seamless ✅ Lasting success, with teams still actively using SugarCRM today Watch the video to hear directly from ArrowXL on how they achieved rapid adoption and why their CRM transformation worked. #CustomerSuccess #CRM #SugarCRM #DigitalTransformation #ArrowXL #ProvidentCRM #SugarCRMPartner

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🚡 𝗪𝗵𝗮𝘁 𝗰𝗮𝗻 𝗔𝗜 𝗔𝗴𝗲𝗻𝘁𝘀 𝗿𝗲𝗮𝗹𝗹𝘆 𝗱𝗼 — 𝗮𝗻𝗱 𝗵𝗼𝘄 𝗰𝗮𝗻 𝘁𝗵𝗲𝘆 𝗲𝗺𝗽𝗼𝘄𝗲𝗿 𝘀𝗺𝗮𝗹𝗹, 𝗳𝗮𝗺𝗶𝗹𝘆‑𝗿𝘂𝗻 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀𝗲𝘀? …and what role does Salesforce play? Join us for the very first 𝗞𝗶𝘁𝘇 𝗞𝗜 𝗚𝗼𝗻𝗱𝗲𝗹 𝗧𝗮𝗹𝗸, recorded high above Kitzbühel in the Fleckalmbahn gondola! 🎥 𝗚𝘂𝗲𝘀𝘁𝘀: Patrick Heinen, VP Solution Engineering Salesforce Lena Kornau, Founder of AI SUMMIT Kitzbühel In this candid, German‑language 🇩🇪 conversation you’ll discover: 1. 𝗧𝗵𝗲 𝗿𝗲𝗮𝗹 𝗽𝗼𝘁𝗲𝗻𝘁𝗶𝗮𝗹 𝗼𝗳 𝗔𝗜 𝗮𝗴𝗲𝗻𝘁𝘀 𝗶𝗻 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀 — practical use cases from operations to customer service 2. 𝗧𝗵𝗲 𝗲𝘃𝗼𝗹𝘃𝗶𝗻𝗴 𝗿𝗼𝗹𝗲 𝗼𝗳 𝗔𝗜 𝗮𝘁 𝗦𝗮𝗹𝗲𝘀𝗳𝗼𝗿𝗰𝗲— how one of the world’s leading CRM platforms is integrating intelligent assistants 3. 𝗪𝗵𝘆 𝘀𝗺𝗮𝗹𝗹𝗲𝗿 𝗰𝗼𝗺𝗽𝗮𝗻𝗶𝗲𝘀 (even in places like Kitzbühel) 𝘀𝗵𝗼𝘂𝗹𝗱𝗻’𝘁 𝗯𝗲 𝗹𝗲𝗳𝘁 𝗯𝗲𝗵𝗶𝗻𝗱 — tips for family‑run businesses to get started 👉 Watch now on YouTube: https://lnkd.in/dD9gm2Um 🎙️ 𝗪𝗮𝗻𝘁 𝘁𝗼 𝘀𝗵𝗮𝗿𝗲 𝘆𝗼𝘂𝗿 𝗔𝗜 𝗲𝘅𝗽𝗲𝗿𝘁𝗶𝘀𝗲 𝗶𝗻 𝗮 𝗳𝘂𝘁𝘂𝗿𝗲 𝗚𝗼𝗻𝗱𝗲𝗹 𝗧𝗮𝗹𝗸? Email us at: info@ai-summit.at Big thanks to 𝗞𝗶𝘁𝘇 𝗧𝗩 for capturing our very first ride! ©KitzTV #AISummitKitzbühel #KIGondelTalk #AIagents #Salesforce #AIforBusiness #DigitalTransformation #FamilyBusiness #KitzKIClub #Kitzbühel

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Our JS engine team keeps turning the crank on improved compatibility with node.js ecosystem on ServiceNow platform. A quiet revolution is underway impacting how ServiceNow Dev works and by extension what it means to be a ServiceNow developer. And it's about to be supercharged by the addition of client side JS support (thus full stack) + agentic dev tools.

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How do you prepare engineers to lead without waiting for the perfect moment? Robert Gonzalez, VP of Engineering at SugarCRM, builds future leaders by giving them real opportunities before the title comes. Here’s his approach: ✅ Let high performers run ✅ Create safe environments to fail and grow ✅ Assign leadership roles through real work ✅ Promote based on curiosity and ownership In this episode of Tech Teams Today, Robert shares how he scales people and culture inside a global org shipping over $100M+ in software. 🔗 Full episode links in the comments #EngineeringLeadership #DeveloperGrowth #LeadershipDevelopment #SoftwareEngineering

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Understanding Automation vs AI in SugarCRM Learn the key differences between automation and AI in SugarCRM and how each can help your business work smarter and faster. Read here: https://lnkd.in/gkN-XR83 #Bhea #SugarCRM #Automation #AI #CRM

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Really excited to share some learnings and insights with Liesel Klokkers on how we managed to move from a fragmented, multi-CRM landscape to a single source of truth at Lucanet. I'm looking forward to diving a bit into why it's so critical to establish proper revenue operations as early as possible.

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