Salesforce’s Connections 2 U – Friday 27th September

Salesforce’s Connections 2 U returns to the ICC in Sydney this Friday (27th September). With it comes a vast range of talks, workshops and (hopefully) comprehensively sick loot. Amicus will be in attendance at the Dentsu stand, and we’re going to be right in the middle of The Gallery conference area, so be sure to come along and say hello. There’s a lot to see, so I’ve asked our team to pick out their particular standouts. This should help you to plan your journey to get the very most out of the day. Check us out as we’ll be allowing you to create art using only the power of your brain waves. The most accomplished Professor X of the day will win a prize, which we may or may not have decided upon yet. If you are going to win, you’d know that already.

There’s a Salesforce Events app that is available on both Apple and Android that allows you to plan events and sessions from your phone at the event. It does not require a login. It’s worth curating your plan for the day ahead of time, mainly based on the educated and insightful experience of the Amicans below. Also, they do rejig timings and locations of events at the last minute sometimes.


Paul Hart – Marketing Consultant:

I believe that these are two of the must-see events of the day. They both involve Dentsu’s CEO Henry Tajer (under whose umbrella Amicus falls. Hi Henry!), he is consistently excellent value and brutally honest about the state of the industry. Take time to see these. Lunch is for wimps/later.

12:15 – 12:45 – Is Customer Experience a Hopeless Ideal? – C4.1 – Henry Tajer (Dentsu) + Roger Slater (Citibank)

We have Henry from Dentsu and Roger from Citibank talking about one of the most frequent issues that have to be dealt with by senior marketers today: The marketing stack is a large and convoluted system of multiple platforms that solve problems in different ways. How do you manage this barrage of information, that can often be extraordinarily opaque, in a way that ensures that you are delivering the best outcomes for your customers?

1:15 – 1:45 The Journey Back to Trust (panel) – C4.4 – Henry Tajer (Dentsu) + Jo Gaines (Salesforce) + Paul McIntyre (Mi3) 

This panel promises to address some of the most contentious issues in modern marketing. In recent times the openness and honesty of reporting in digital advertising have been questioned extensively. As the use of targeting and AI becomes more and more prevalent, the opacity as to how these campaigns perform are areas of vigorous discussion. Aside from the topic being very interesting, we have some of the most engaging public speakers that I’ve had the pleasure of hearing recently. We have Dentsu’s own Henry Tajer, who delivers some brutally honest truth-bombs on a regular basis, Jo Gaines from Salesforce who is a phenomenal speaker, as well as Mi3’s Paul McIntyre. Paul is the Executive Editor of Mi3 and is not known to shrink away from confronting controversial topics in the marketing space. Mi3 is one of the more insightful and refreshing marketing resources in APAC right now. I suggest you check them out. This event offers both insight and (potential) entertainment in a single package. I heartily recommend you attend.

Rachael Bryce – Senior Implementation Consultant

9:00 – 9:30 – C4.8 – Create Seamless Omnichannel Experiences with Mulesoft

Having experienced the build of a single System API, the product offering of Mulesoft across system APIs, process APIs and Experience APIs has me intrigued to see what the product positioning will be across the many Salesforce products which don’t always talk directly to each other. Many external parties may need to know a specific language in order to access the data. The ability to use a standard language across the many connections is a promising way to develop a true single customer response in a functioning one-to-one strategy approach.

Connections Tip:

If you aren’t sure about which talks to attend, or they aren’t resonating with you, I recommend finding the Developers Corner. It may be called a corner, a fireside chat or a circle of success, but there are valuable small talks for the nerd in you to take some technical knowledge away.

Nicholas Humphries – Account Manager

11:30 – 12:00 – C4.8 – Salesforce Solutions for the 360 Degree View of the Customer

I am interested in this to get a better understanding of customer touch-points throughout the customer journey and how they interact through both Marketing Cloud activities and website/web form engagement. 

Attribution modelling, social media strategy and customer lifecycles mean nothing until a properly planned and maintained view of the customer is available. The gaps in knowledge, access and speed of reply cause damage to a relationship with a customer. “I just bought my tickets, why are you re-targeting me two weeks later to buy them still?”

This session should demonstrate how we can now provide all-encompassing reporting and analytics for marketing activities using the 360-view.

Alex Wong – Solutions Consultant 

3:00 – 3:40 – C4.4 – All the B2C and B2B Marketing Trends You Need to Know

With all the emerging marketing technologies available, such as AI, Voice and increasingly personalised content, consumers are becoming more aware of how their data is used. I am very interested to hear the challenges faced by organisations in the way they communicate with their customers and how the industry will address consumers concerns to achieve a sweet spot between useful and creepy communications.

3:30 – 4:10 – C4.2 – Break Down Silos to Create Seamless Journeys with Your Customers

This one should be a gem! Being an advocate of alignment and collaboration between organisational teams in planning and delivery-marketing strategies, I’m looking forward to insights on how teams and departments can optimize their Marketing and Sales initiatives.


So that’s all folks. Have a great time and let us know if you find something of particular value. Do come and visit us. The hashtag for this event is #CNX19. We’ll be doing some post-event research on this, so get active – we can make you famous(ish).


The Amicans

Social Studio Feature Release Notes June 2019

Hello All,

The new Feature Release is upon us, with a couple of huge quality-of-life improvements for regular users.


Instagram Videos

This welcome update allows users to upload videos to their Instagram Business account within Social Studio rather than having to rely on the mobile-push solution.

Persona Insights

This feature allows for the creation of Persona Groups within Social Studio Analyze.

Within a card powered by Twitter data, it’s possible to export the information of that group into a Persona Summary. Click the drop-down arrow in the top right of the card you wish to use and select Create Twitter Persona Group.

Also, well done Jess!
Also, well done Jess!

I’ll hand over to former Amican (and now Sr. Product Marketing Manager at Salesforce) Leigh Price to talk through the functionality in more detail:

This feature currently has limited flexibility yet still offers some great insights straight out of the box.

Facebook @mentions Engagements
It’s now possible to track any Facebook @mention of your brand on pages other than your own and respond to them directly. I’d suggest creating a specific @mentions column within the Engage tab. Open up Settings and then filter by Media Type > Mentions.


Tweet Availability
At Twitter’s request, any tweets, retweets or quotes from banned or deleted accounts will no longer display in Social Studio. Similarly, neither will messages from users who have chosen to protect their tweets. This will not be a big deal for most users, however, it may help explain any mysteriously disappearing posts.


That’s all for this update. If you’d like to discuss and-and-all things Social Studio, please get in touch with us at

Social Studio: April Patch Notes

The April update to Social Studio brings some nice quality-of-life changes. Here’s a quick summary of each of the changes:

Analyse – Instagram Hashtag Listening

Instagram Hashtag Summary improves your ability to listen to your Instagram hashtags. Add new hashtags to your account in the Admin Menu (look for Instagram Hashtags in the left hand side). You can then generate custom dashboards based on these.

Instagram Hashtag Dashboard


Reviews are now available as a new Media Type within Social Studio, pulling in reviews from over 400 major sites, such as Amazon and Expedia. This allows you to monitor trends in reviews, drivers of positive or negative sentiment, as well as to filter reviews by star rating. It provides an at-a-glance overview of what people around the web are saying about your products.


Engage – Predefined Replies

Save your Community Managers some time by integrating replies to frequently asked questions into Social Studio. You can create these in the Admin menu under Engagement Responses. They’re not Workspace-specific, so any of your users can select from a common pool of predefined responses. Once these have been created, there’s a new “Select Response” option beneath the content window once a user clicks to reply.


Other Notes:

YouTube content (both comments and videos) now lives under a dedicated Media Type, rather than being included with generic “Videos”. You may wish to update any topic profiles that focus on video accordingly.

It’s possible to allocate the same social media account to multiple different Workspaces. With the new calendar functionality, you can now easily see all posts that are scheduled to go live with a particular account, regardless of which Workspace the content was created in. This allows you to easily avoid scheduling posts on top of one another by accident. Simply go into your Workspace settings and click Sharing.

You can view the full update details here.

Salesforce World Tour Returns to Sydney – 6th March 2019

Salesforce World Tour Sydney 2019

The World Tour comes but once a year, bringing with it a great number of seminars, demos, training sessions and tons of swag. However, with great choice comes great responsibility. How can you ensure that you get the most out of your day by choosing wisely between more than 100 sessions?

We’ve asked the Amicus team to share their picks to help guide you towards the best sessions for your areas of interest.

Jon Murphy – Strategic Account Director

I’m particularly looking forward to hearing about Salesforce’s recent acquisition of Datorama and what this means for seamlessly tying analytics into the platform ecosystem. Marketing Cloud is a powerful marketing automation platform and to have this tied in with some more advanced analytics than before will help even the most advanced customers find out how to get additional ROI from their marketing.

9.15am – 9.45am. Delivering Stronger Marketing ROI through the Datorama platform

Zi Lim – Solutions Architect

I’m torn between both of the below events:

Interaction Studio

This is one of the less commonly used Salesforce products. It can be quite complex, but has the potential to be extremely powerful. Features updates and client case studies that should to be very interesting.

3:00 p.m. – 3:40 p.m. Orchestrate an Omni-Channel Journey with Marketing Cloud Interaction Studio

Salesforce + Google

Salesforce + Google

Google integration with SFMC is a long-awaited feature. We’re expecting to see some really cool interactions brought to life and to learn more about how we can help customers with Google Analytics achieve more within the Salesforce ecosystem.

3:15 p.m. – 3:45 p.m. Better Together: Salesforce + Google Marketing Platform

Dane Kloos – Social Specialist

It will be interesting how to learn how Victoria Police work to deal with the crisis moments that are somewhat inevitable with law enforcement.

I love the Victoria Police channels. With many positive stories being promoted by their social media teams I find their content acts as an antidote to the constant barrage of negative police related news items we typically see from broadcast news sources.

How Victoria Police Delivered Realtime Emergency Services By Social Listening – 4:00 p.m. – 4:30 p.m.

Simon Gawn – Client Partner

I’m 3 weeks into working for a new company whose foundations are built on believing in the power and truth of data and proving our value through performance.

Interpreting validated data with statistical trends gives our clients peace of mind that they are making the right decisions. Einstein Analytics is at the forefront of doing this, making it a powerful tool that I want to make it my mission to know everything about.

Einstein Analytics: AI + Analytics for Every Business Process – 4:00 p.m. – 4:40 p.m.

Milo Li – Implementation Consultant

I’m really looking forward to hearing from Leah Pope at Datorama. I’ve just been through a training bootcamp on my journey to becoming a certified implementation partner of Datorama and I’ve been very impressed at each touchpoint along the way. They’ve executed very well on internal touchpoints and I’m excited to hear how I can apply this to help me deliver the best customer service as well.  I think it would be very educational to hear her describe how to effectively deploy marketing strategies that generate maximal returns.

1:00 – 1:40 p.m. Marketing Cloud Keynote: Intelligent Marketing for the Empowered Consumer

Jessie Mitchell – Commercial & Client Service Director

Ron Kaufman, author, speaker & expert in Customer Experience will be one not to miss! He’s renowned for his point of view on ‘Service’, the notion of taking action to create value for someone else. This resonates really strongly for the culture we champion internally and how we collaborate with our Customers and Partners alike. There will definitely be takeaways for everyone from this talk, right down to your local barista!!!

1:00 – 1:40 p.m. – Guest Panel: Top Secrets for Driving a High Growth Organisation Level 1, Breakout D

Paul Hart – Advertising Technology Specialist


I’m very interested to see how myTrailhead has developed. It promises to be an incredibly useful (and quite fun) way to upskill colleagues and clients on new processes, platforms and products. There are six items on the agenda around myTrailhead, which implies there will be quite a push by Salesforce to drive adoption this year.


Secondly, I’m keen to find out more about Einstein. It’s popping up all across the Salesforce ecosystem and I feel that I don’t quite “get it” as well as I’d like. Seeing some applied examples should help clarify what exactly it can do and how it does it. There are five Einstein agenda items throughout the day, so I’m going to struggle find the time to catch up with my mate Cody this year.

Paul + Cody

You can find out more and sign up for Salesforce World Tour here.

Times and locations may change as we get closer to the event. Download the Salesforce Events app for iOS or Android to help plan your sessions throughout the day.

See you there!