How do we train support teams to handle top tickets expected after enabling Freshsales?

To export Agentforce logs to a SIEM with least-privilege scopes, you should use a dedicated log collection mechanism within the Salesforce platform, not direct Agentforce agent access. The primary method is to utilize Salesforce Event Monitoring logs, which provide read-only log data via the Event Log File (ELF) object.

To prove the Zoho CRM Plus update improved team productivity without increasing risk, you need to track a balanced set of Key Performance Indicators (KPIs) across three areas: Productivity/Efficiency, Data Quality/Adoption, and Customer Outcomes. By monitoring trends in these metrics before and after the update, you can demonstrate the value delivered while ensuring platform stability.
Productivity KPIs
These metrics demonstrate how the team's efficiency has improved following the update. Look for a positive trend in these areas.

• Sales Cycle Length: The average time it takes for a deal to progress from the initial lead stage to being closed. A shorter sales cycle indicates a more streamlined and efficient sales process.
• Lead-to-Opportunity Conversion Rate: The percentage of qualified leads that convert into genuine sales opportunities. An increase suggests that the sales team is more effectively identifying and nurturing valuable leads.
• Response Time: The average time it takes for a sales or support agent to respond to a customer inquiry. A decrease in response time, particularly for initial contact, is a strong indicator of improved efficiency.
• First Contact Resolution (FCR) Rate: The percentage of support cases or customer issues resolved entirely during the first interaction. An increase in FCR reflects improved agent knowledge, access to information, and overall productivity.
• Task Automation Rate: The percentage of previously manual tasks (e.g., lead assignment, follow-up emails, reporting) that are now automated by the new features. A higher rate indicates a reduction in administrative burden and a shift toward high-value activities.

Data Quality and Adoption KPIs
These KPIs are crucial for managing risk, as poor data quality or low user adoption can lead to flawed insights and project failure. Look for stability or improvement in these areas.

• User Adoption Rate: The percentage of sales, marketing, and support staff who are actively using the new Zoho CRM Plus features. A high and steady adoption rate proves the update was well-received and is not causing a steep learning curve.
• Data Accuracy/Completeness Score: A measure of the percentage of records that are fully populated and accurate. The update should not compromise existing data quality. Look for a low percentage of duplicate records and incomplete fields.
• System Performance Metrics: Track key system health indicators, such as dashboard load times and query execution speeds. Ensure that the update hasn't introduced performance regressions or bottlenecks.
• Integrity of Integrations: Monitor the success rate of data syncs with other integrated applications (e.g., marketing tools, finance software) to ensure the update has not broken existing workflows.

Customer Outcome KPIs
These metrics tie the internal productivity gains to real-world business value.

• Customer Lifetime Value (CLV): The total revenue generated from a customer over their entire relationship. Higher CLV, enabled by better customer service and personalized interactions from the update, is a key indicator of success.
• Customer Satisfaction (CSAT) and Net Promoter Score (NPS): Track CSAT and NPS via surveys after customer interactions to ensure that productivity improvements are not coming at the expense of customer experience.
• Win Rate: The percentage of deals that the sales team successfully closes. An increase in win rate directly correlates to increased sales efficiency and improved outcomes.

Measurement and analysis

• Establish a Baseline: Before rolling out the update, gather data for all relevant KPIs to establish a baseline for comparison.
• Monitor with Zoho Analytics: Use the comprehensive dashboards within Zoho Analytics to track these KPIs in real time. Compare post-update performance against your established baseline and track trends over time.
• Use AI Insights: Leverage Zia, Zoho's AI assistant, to detect performance anomalies or significant changes in trends, allowing you to proactively address potential issues.
• Correlate Metrics: Analyze how productivity metrics correlate with quality and risk metrics. For example, check if a shorter sales cycle length is leading to a higher customer churn rate. If productivity increases without a corresponding increase in risk metrics, your update was successful.

Freshsales allows admins to create and customize roles with granular access controls. For features that are managed at the platform level (e.g., access to reports, certain settings, or UI elements), custom roles are the most effective method.
Step 1: Create a custom pilot role

• Go to Admin Settings > Teams & Territories > Roles.
• Click Create Role and give it a descriptive name, like Sales Pilot Group.
• Choose an existing role to clone, such as Sales User, to use as a starting point.

Step 2: Define permissions for the pilot role

• Customize the permissions for the new pilot role. Go through the list of modules (e.g., Contacts, Deals, Reports).
• Enable the specific permissions that grant access to the new feature while restricting access to others. For example, if the new feature is a report, enable View reports for this role.
• Set the scope of the role. Options like Territory Only or Owned Only are useful for restricting access to specific records or regions.
• Click Save.

Step 3: Assign the custom role to pilot users

• Go to Admin Settings > Team Management > Users and Roles.
• Find the users you want in your pilot group.
• Edit each user and assign the new Sales Pilot Group role.

To train your support teams for the most likely tickets after enabling Salesforce Agentforce, focus on the unique challenges and changes this autonomous AI agent introduces. Your training plan should cover troubleshooting AI-specific issues, managing agent handoffs, data quality dependencies, and effectively using the new autonomous workflow alongside human agents.

To safely expose new tabs and objects in Data Cloud, update permission sets by:

• Granting object-level permissions.
• Enabling tab visibility for new tabs.
• Reviewing field-level security.
• Testing in a sandbox before deploying to production.