Salesforce makes it a point to dole out the changes come every season and this time is no exception. We’ve been poring over the Salesforce Winter ‘20 Release Notes for days now, trying to discern what would make the most effective snippets of information for our customers. So here’s addressing some major topics for a quick understanding of Salesforce’s latest offerings:
There has already been an exorbitant amount of talk around the just arrived Recycle Bins in the Lightning Interface. Not unwarranted, but that’s not all that Lighting has to present this winter season. Now permanently enabled when turned on, Lightning is enabling the creation of in-app guidance in the Lightning Interface to prompt users with written content and action buttons, all accomplished with simple clicks. Also on Lightning are personalized recommendations for system/features improvements and adoptions with the Salesforce Optimizer Enhancements. But best of all, is the ability to schedule an autolaunched flow for set dates and frequency in advance.
For its part, Einstein is doing what Einstein does best, getting work done smarter and in a more personalized way on Salesforce. Users can now get insights faster with Einstein combining the use of AI-powered analytics and filters to generate predictions and comparisons in Einstein Prediction Builder. Search is also easier now with Einstein Search personalizing results for every user.
Field Service Lightning
FSL now enables agents resolve cases faster with recommended articles. Field service assignments can be done faster with Work Rule Enhancements, which match agents available for jobs by expanding matches to include parameters such as territory, skill level, and more. Agents can be empowered further with being able to log their hours on the go, see enhanced email experience on the case feed, see pre-chat details and pages visited before accepting a chat, and being able to choose which cases to tackle first with Secondary Routing Priority. Surveys can be set up to automatically send to customers for feedback when a case is closed.
Community Cloud is now made easier with prebuilt Community Cloud templates with components and flows. Another update, Access Control, allows better management of permission to publish and edit in a community, thus facilitating access to unauthenticated community users while still safeguarding company data.
An organization’s sales performance can now be forecast on a quarterly basis with Einstein Forecasting. Sales Cadences can be customized accounting for more call scenarios, meaning customer journeys can be tailored further. Partners can create their own dashboards and external teams can work directly on partner portals, increasing collaboration, productivity, and reducing operational load.
Einstein for Service Cloud can help resolve issues faster by automatically triaging cases and applying existing routing rules to get cases to the right expert more efficiently. Latest enhancements also empower service agents to preview and share knowledge articles directly in real-time conversations with customers, improving resolution.
Customers can now send and track transactional text messages in near real time, and mobile app users can receive Rich Communication Services (RCS) messages through Journey Builder. B2B marketing analytics enhancement allows deep insights into engagement patterns across both marketing and sales workflows. Personalized dashboards can be created on Social Studio to analyze social audiences and uncover data patterns, and content can be personalized for different audience segments on Interaction Studio.
General Platform Productivity
Finding more relevant updates in Sales and Service has just been made easier using the new Essentials filter. The template library has also undergone expansion, with more autofill templates for Salesforce data, thus bypassing copying and pasting. Data safety is also enhanced with an improved security update hub. Check out more industry-specific Salesforce solutions such as Manufacturing Cloud, Consumer Goods Cloud, Financial Services Cloud and Health Cloud which are now available.
The new Salesforce Mobile app is much like the desktop version, mimicking the setup and thus better than ever. User can access their Salesforce app launcher and toggle between the different apps from their mobile device just like they are used to doing on their desktops. Navigation bar can also be customized for each user for a more relevant experience. A new mobile navigation bar on the UI also enables easy access of favorites, search and notifications. From viewing dashboards to performing many important Einstein Analytics tasks, users can do it all and much more without leaving the Salesforce mobile app now, allowing Salesforce users to easily work on the go as well.
New Trailhead modules, trails, and instructional videos, including new quick 1-minute tips videos, are now available. New Trailhead Simulator contains more practice exercised in a simulated Marketing Cloud environment for better adoption.
The enhanced Quip integration allows embedding Salesforce Lightning charts, reports, and list views in Quip documents, making it easier for the bigger team to collaborate on live Salesforce data. Permissions can be managed to assign the right level of access to the right people.
That about summarizes the Winter 2020 Release, a whole lot of changes before a whole new year begins. If you want to reconnect with App Solve to learn more on how these changes might affect your platform, click here to reach us.