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Iman's Webinars

Iman Maghroori is a Distinguished Solution Engineer at Salesforce. I no longer record weekly webinars. But I still have my library of recordings available on my site, here: https://webevents.my.site.com/Iman/s Please keep in mind these recordings are now several years old and have not been updated to reflect all the enhancements to Salesforce over the years. If you see any links that use the www.salesforce.com/ImansWebinars URL, those will no longer work. That URL-redirect was just an easy way to redirect you to the regular site, so please just go here directly: https://webevents.my.site.com/Iman/s

 I no longer record weekly webinars. But I still have my library of recordings available on my site, here: 

https://webevents.my.site.com/Iman/s

 

 

Please keep in mind these recordings are now several years old and have not been updated to reflect all the enhancements to Salesforce over the years. 

 

If you see any links that use the

www.salesforce.com/ImansWebinars

URL, those will no longer work.  

 

That URL-redirect was just an easy way to get you to the regular site, so please just go here directly:

https://webevents.my.site.com/Iman/s

1 comment
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Hi Everyone,  

 

I've pivoted away from webinars, and have been creating demo-videos instead. I had some folks ask me for links to the content.  

 

These are *not* webinars, they don't go into the same level of implementation-depth. So if you're a well-versed admin, you may find the content too high-level or introductory for you. But, if you're new to Salesforce or any of these topics, I think the videos should do a good job helping you understand what this stuff is and how it works. Also, many of these videos have a "choose your own adventure" menu, where you can pick and choose what parts of the demo you actually watch.   

 

Here are public-links for my more recent/popular ones: 

 

Agentforce Overview

 

Sales Cloud Overview

 

Marketing Cloud Growth

 

Data Cloud Overview

 

Salesforce Foundations

 

 

If you all find this content relevant and helpful, I'm happy to keep adding my recordings here as I go. 

I just very recently recorded Agentforce for Sales (Sales Coach and Sales Development SDR), happy to add those to the list. So, please feel free to provide feedback on whether or not you'd like to see more of my demos in this format. 

 

I appreciate all of you sticking around and still being part of our group, even though it's been quite some time since we last had a live webinar. 

3 comments
  1. Feb 27, 6:17 PM

    @Joseph Palacios

    , thanks for the reminder.  

     

    I no longer renewed the vanity url

    www.salesforce.com/ImansWebinars

    - so that won't redirect you to my site anymore.  

     

    The home page is here:   

    https://webevents.my.site.com/Iman/s/

     

     

    All of the webinar recordings can be found here:  

    https://webevents.my.site.com/Iman/s/recordings

     

     

    That being said. I haven't recorded a webinar in several years. This content is slowly becoming more and more outdated. Just keep that in mind as you watch the content. 

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Hi everyone,

 

I noticed that Pardot is not creating a lead in Salesforce if the same prospect already exists as a Contact. For instance, if somebody submitted a form a few years ago, and we convert them to contact, and if the same prospect fills the same form again, Pardot is not creating a lead in Salesforce because it already exists as a Contact. 

 

This is an issue because we are missing prospects that express interest in our products. 

 

I contacted Salesforce Support regarding the issue, they stated that it's expected functionality. However, my previous org created leads, even if the contact already exists.

 

Do you have any suggestions on how to resolve this issue? Or could you tell me what might be causing this problem?

 

Thank you!

7 answers
  1. Feb 5, 2024, 10:16 PM

    I hear you. Back in the day, I believe this was controlled by the Salesforce-Pardot connector. Where you could tell it to "match" based on Email, or Pardot ID. And that was the workaround. That being said, I'm not sure that would work anymore. I believe that is no longer a valid option. (Or at least, I haven't seen/done it in a while!) 

     

    My recommendation would be to NOT create a new prospect if you don't have to. 

     

    The main issue I want you to avoid is... If a rep sees a new prospect created and it's treated as a "new person", your rep might reach out and not be aware of all the history related to the existing contact record. What if that prospect is a 10-year contact with a renewal coming up and open support issue? That rep wouldn't see any of the context before reaching out.

     

    It's not like once you're a contact, you won't continue to buy.  They can be up-sold or cross-sold to. So having processes in place that ALSO sell to contacts and are not just focused on "prospects" can be helpful! 

     

    A few suggestions within Account Engagement you can: 

     

    - Create a task - You can create a task on the existing contact, letting the rep know to reach out. 

    - Notify User - You can simply send a notification, and skip the "Task" 

    - Update a field - You can do a LOT here. But the pattern is the same. Update a field -> that would trigger an automation rule to fire -> That does whatever you want. If you wanted to the automation rule could create a new prospect (or really any combination of records). 

     

    So you can use existing fields or create your own "Account Engagement" custom fields, just trigger flows... that would do what you want. (This appears to be the approach suggested in the link above, from Matt.) 

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When new lead is coming from source it is verify that any contact associated with that if they get the best match that lead will merge with existing contact. beacuse of this sales team can not know any new enquiry is coming from Customer (Merge Lead) whose contact was already exist. When ever lead is merge with contact record will be created as campaign member also we have few standalone contact also a part of Campaing Member whose Opportunity is closed lost. Team is stuck to identify Contact record is part of campaing Member is created by merging the lead or manually added by Sales Team or The standalone contact added as a part of Campaign Member.  

 

Tried solution  

Created a Flow on Campaign Member object. but have challegen to identify Campaing Member record for contact created by Lead Merging (Where lead have existing contact associated with it) or the standalone contact was craeted by the team  

1 answer
  1. Jul 17, 2025, 5:12 PM

    Perhaps you can try a few things:  

     

    - Do not "auto-merge". There is a component you can drag-drop onto the page that displays duplicates and allows reps to manually merge. So the lead comes in, someone looks at it, KNOWS a new is created, and then manually merges.   

     

    - You could have a report or dashboard on campaign members, sales reps could put it on their dashboard and see which of their contacts were recently added to which campaigns. If they see a new campaign member they didn't create - that could be an indicator. Also, I'd imagine that your "web to lead" campaigns are probably different from you "have your sales rep manually add them to the campaign" Campaigns. So if the campaign name is "Form on Website" that'd be a pretty good indicator that they didn't do it manually.  

     

    - You could also create a flow that would run when a contact is added as a campaign member. Perhaps that flow could look at the campaign name or campaign type or "created by" information on the campaign member... if the contact is added to a website campaign - it could trigger a task, or a "in-app notification" or a chatter post to the contact owner.  

     

     

    Perhaps one of these, or a combination of these solutions would be helpful? 

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Hi @Iman Maghroori

, I went to click on all of the links to your content in the sidebar and none of them seem to be working 

Links broken in sidebar

 

 

2 answers
  1. Jul 17, 2025, 5:01 PM

    Thank you for letting me know @Mary Tagler, I'll reach out to our Marketing team and see about getting the URL back online. 

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We just got digital engagement for WhatsApp Channel, however we don't use service cloud. Our sales reps want to use this for one on one conversations with their leads. All the documentation is about service cloud - are there any digital engagement for sales cloud implementation documents available?

1 answer
  1. May 27, 2025, 6:09 PM

    Hi @Silvia Watson

    ,  

     

    I did a quick search and

    didn't find much specific sales cloud documentation. I think you could log a case with support and ask the question to them. There's a chance they will have something they can share, that I'm not finding in my searches. Also, there's a chance the digital-engagement community group

    might have something specific to share. They do hands-on-workshops and various "world tour" events, there's a chance they have some specific recordings or PDFs that isn't in our general knowledge base. So, if you have a moment, I'd suggest reaching out to those two places. 

     

    That being said - most of the setup for WhatsApp/Digital Engagement is going to use the same underlying feature sets as Service Cloud. "OmniChannel" is how you'll route messages to the right person who'd answer it using the "Console" experience, and use "service tools" like Quick Text and macros to make it more efficient.  

     

    Even the help documentation notes something like "it's the same for sales and service... we may say Service Agent instead of Sales Rep in a few places..." but the steps are the same.  

     

    So, even though you've got a sales use case, most of the setup and tools will be very similar to Service Cloud.  

     

    My recommendation - follow the Service Cloud documentation the best you can. If you hit a specific roadblock/challenge along the way - ask about that specific part of the product/process in the Digital Engagement channel. You'll probably get better results. 

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On our website, whenever a prospect completes a diagnostic, they are automatically tagged as ‘diagnostic’ and added to the corresponding list in our system. We then use Pardot workflows to automatically send an email to each new prospect who enters this category. Could you please explain how to configure this in Pardot?

1 answer
  1. May 16, 2025, 6:40 PM

    Hi @Rayen Mhedhbi

    ,  

     

    First you should know it's not called "Pardot" anymore, it's Account Engagement, that will make it easier for searching/looking up answers in our various repositories.  

     

    If you're using an Account Engagement form, your form can have a "completion action" - it's like an automation rule that runs when the form is filled out. One of the actions can be "Add the person to a list". 

     

    For our purposes say you have a list called "Diagnostic"  

     

    You could either add them directly to the list... or you could have an automation run in Account Engagement that looks at FIELDS on the prospect record, and if they match your criteria... the automation adds them to the list. Or you could have a "dynamic" segmented list that automatically adds and removes people from the list as their field values update. 

     

     

    Whatever option you choose, you need to get the prospect into a list...

    • Then when you create an "Engagement Program" - one of the first steps is to select your "Recipient list", so you'd select your "Diagnostic" list from the drop-down of choices. 
    • Now, when someone is added to that list, they'd be included in your engagement program. And they'll go down the path and get the various emails you setup. 

     

    But the easy way here is... use a Account Engagement Form handler for your form... that has a "Completion Action" that adds them to the list. Then use that list as your "Recipient list" in your "Engagement Program". 

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On our website, whenever a prospect completes a diagnostic, they are automatically tagged as ‘diagnostic’ and added to the corresponding list in our system. We then use Pardot workflows to automatically send an email to each new prospect who enters this category. Could you please explain how to configure this in Pardot?

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Hi @Iman's Webinars - Any thoughts on a webinar on Knowledge and how it works today with all the recent enhancements and AI opportunities to incorporate into your service channels? Thanks

3 answers
  1. Apr 14, 2025, 6:44 PM

    Hi @Pearl Lee

    , sorry for the delay, I was on PTO with the family and just got back today. 

     

    Here's the link to the demo.

     

     

    This video platform we use requires you to fill-out a form, much like registering for one of my webinars before you can see the content. It's a bit of a hassle, I know, sorry, it's how my team tracks performance / gets credit for our work. So I hope you don't mind filling it out.  

     

    That being said, all of my new content is going to be similarly gated. You can't access it directly, yourself. The full library of videos isn't public.  But... now that you bring it up... maybe we SHOULD find a way to give everyone here access to all my videos.  

     

    But as of today:  

    - You can ask here about a topic and if I have a video, I can post/share the link.  

    - You can ask your Account Executive to search the "Consensus Library" for Iman's videos and they should be able to share them with you. If your AE sends the link, they can generate a custom link just for you, so you won't need to fill out a form, you just click the link and watch the video.  

     

    But... now that you got me thinking about it, I *do* think we should find a way to post my new content here... why not!? I had always considered this group just for my "webinars" and treated my "videos" as something separate... but I can see why it'd be great to share here too.  

     

    Thanks for the idea!  

     

    (I can't believe I hadn't thought of this sooner...don't tell anyone, it's embarrassing. haha.)  

     

    I'll talk to the Consensus team and see how quickly I can get stuff posted here for all of you. 

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Hi CPQ people please help me to understand what is the right way! somehow I managed to avoid one-time products so far in CPQ. 

 

I'm onboarding a client and they are a SAAS company so they do not sell any physical products most of the products are yearly subscriptions but any subscription will come with a 1-time setup fee. 

 

There is nothing physical that the client gets it's all done online and on the phone so it's like a one-time service.

 

When I create this one-time set-up fee product without a subscription term and quote it and contract it, it creates an asset related to the account. 

 

1. It confuses everyone... why would it be called an asset if the client doesn't possess anything physical

 

2. When going through amendments it excludes the asset when doing amendment on the opportunity and if I want to give a refund for the whole quote I will have to first do a contract amendment from the opportunity and then an asset amendment from the account.... WHYYYYYYYY

this is way too confusing for anyone. 

 

I thought of creating this one-time set-up fee product as a "one-time subscription" BUT then what if I set the subscription term to 1 (month) and I want to give a refund after 6 months or i set the subscription term to 12 months and want to give a refund after 6 months i can see how it can create a wrong cancellation/refund totals since this "one-time product" was already used and will be pro-rated... 

 

The goal here is to have 2 types of products 

1. License subscription 12 months 

2. Set up fee - should be sold as a one-time service, could be sold on its own (not to be a product option) 

 

And obviously to be able to do any amendment scenario with correct math 

1. Increasing quantity 

2. change prices 

3. Decreasing quantity 

4. partial/full refund at any stage of the contract for:

   a. only the "One time set up fee" 

   b. all contracts even after 1/2/3 or 6  months of use and be able to refund the whole amount! (Yes this happens in real life) 

 

@Salesforce CPQ @* Salesforce Revenue Cloud *@Iman's Webinars @Colby Kamin 

22 answers
  1. Feb 25, 2025, 1:37 PM

    @Colby Kamin

    I followed your solution and able to an asset as a subscription record with the help of two price rules. One onInit to clear the subscription pricing field and one afterCalculate to populate the subscription pricing field again. 

     

    But, we would like to also have this product in Renewal but with out a value as it is one time product. Is it possible? 

     

    When I set Subscription type = Non renewable , Subscription record does'nt show up in Renewal Quote.  

     

    Any idea is really appreciated! Thanks in advance!!

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