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Continue reading →: Escalation Triage AgentWhy this usecase? In SaaS support, triage is the highest-leverage intervention point. Get it wrong and you have P1 production outages sitting in Tier 1 queues while engineers handle password resets. Get it right and you compress MTTR (mean time to resolve), protect SLAs, and reduce escalation noise dramatically. Traditional…
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Continue reading →: Agentforce Building BlocksThe actual architectural components that control how an agent thinks, decides, acts, and what it refuses to do. There are four of them: Topics, Actions, Instructions, and Guardrails. Understand these four components at an architectural level and you’ll design agents that work in production. Fully evaluate before building agents and…
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Continue reading →: How a Technical Debt Scoring Matrix Ensures Agentforce ReadinessIf you’re planning an Agentforce deployment, this post is a required read before you start. Recently, I reviewed the Technical Debt of an Enterprise’s Salesforce Instance. We’ll clean it up after go-live. or let’s add it to the backlog. I’ve heard this on almost every enterprise Salesforce project I’ve been…
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Continue reading →: Appraisal Season: Stay Professional, Stay StrategicEvery appraisal cycle follows a predictable pattern. First, final ratings then increment letters are released. Mixed emotions run, some people feel good, others feel disappointed and few quietly disengage. And if this coincides with a critical project release, that’s when it really get noticed. Appraisal season is needed but it…
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Continue reading →: The Discipline of Critical Thinking in the Age of AIDon’t Let AI Do All the Thinking Right now, the reflex is automatic: Need content? Use AI.Need an idea? Use AI.Need feedback? Use AI.Need to build, test, deploy? Use AI. It’s fast. It’s efficient. It feels smart. But here’s the uncomfortable question: If AI is thinking at every stage… what…
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Continue reading →: Decision-Making Skills: The Most Underrated SkillIn cloud and enterprise projects, tools change fast. Architectures evolve. Buzzwords come and go. But one skill quietly decides whether you grow or stall: Decision making. Not design patterns.Not certifications.Not even deep technical expertise. Just the ability to make a call, stand by it, and learn from it. And here’s…
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Continue reading →: Salesforce Org Health Monitor: OOTB ToolkitIf your deployments are stumbling or users are getting throttled, it’s usually not a mystery—it’s the basics: API calls, storage, security posture, or admin changes sneaking up on you. Good news: Salesforce gives you a solid out-of-the-box toolset to keep the org healthy without building anything custom. Here’s the field…
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Continue reading →: Building Scalable Salesforce Solutions: Key Architect InsightsBeing an architect isn’t about having all the answers – it’s about knowing the right questions to ask and building systems Salesforce gives you endless building blocks. But the real test isn’t how fast you can build – it’s whether your solution can scale without crumbling under its own weight,…
Hello,
I’m Dilip
Experience in designing, delivering enterprise solutions on the Salesforce Platform.