Summer ’20 Release - Sales & Service Cloud Key Take-Aways

September 24, 2020

By Axel Staal

Three times a year, Salesforce releases improvements and innovations across most aspects of the Salesforce platform, always striving to take usability and functionality to the next level. Each release contains dozens of enhancements and going through each one in any kind of detail would be somewhat time consuming, to say the least, so here are some of our favourites, focussing on Sales and Service Cloud.

Split View

With Split View, you can see list views and any record you select, side-by-side, enabling a smoother transition from one record to the next. No more navigating back and forth between your list and your records. Split view is great for going through records in sequence or for quickly skimming through a set of records. Split View can be accessed from the Display As dropdown and the side panel is collapsible for extra flexibility.

NB. Split View is only available for objects that are on your navigation bar, so make sure that the object is added as a navigation item on the navigation bar.

Record Page Full View

Salesforce Classic used to support a “full view” option for page layouts, however Salesforce Lightning did not. Many users have requested a “full view” option, so this has been added (e.g. 1 - Details tab, 2 - Activity and Related Tab) and is now available to those who wish to use it.

Dynamic Forms

Generally speaking, with current page layouts, the more fields you have, the more it looks like a monolithic block of fields that you can’t easily customise. Dynamic Forms are designed to change this and are considered the future of page layouts in Lightning. With Dynamic Forms, you can migrate the fields and sections from your page layout as individual components into the Lightning App Builder. You can then configure them just like the rest of the components on the page, place them in accordion components or tabs for significantly improved loading times and give users access only to the fields and sections that they need with the use of visibility rules.

NB. This feature is currently available in Preview, which means we have to request it from Salesforce, and is not supported the same way as other products at the moment.

New Enhanced Flow Window

You can now create a record-, schedule-, or platform event–triggered flow when creating flows. Salesforce have also added trigger information and configuration options to the Start element in the canvas to make it easier than ever to build flows without falling victim to adding trigger-incompatible elements - by selecting the trigger before opening the Flow Builder, you will avoid using unsupported elements because they simply do not appear in the builder as possible options.

You can also easily change a flow’s trigger type - all you need to do is save the flow as a new flow and click on Show Advanced to display the Type field in order to make the change.

In-App Guidance and Training

You can now customise the “in-app guidance” to make the content as relevant as possible for your business processes. This can greatly assist with user adoption and user onboarding.
You can add customised pop-up content with text and video which can be altered to suit your business’ needs.

Custom prompts can also be triggered when users progress through their Salesforce journey, helping users stay on track by gently reminding them of the important points at the right time.

In the latest release, more in-app guidance options have been added:

(1 - Select the in-app guidance prompt type, position and content; 2 - when creating a walkthrough, each step is displayed (and can be deleted or reordered) and previews any updates made to your prompts; 3 - Settings where you can customise action links or buttons, schedules, profiles and permission settings; 4 - useful tips and instructions; 5 - additional in-app guidance on the page; 6 - the status of the in-app guidance you are working on; 7 - Action buttons (the availability of the buttons depends on the in-app guidance type and if you’re previewing or authoring).

Opportunities: More Splits, Alerts Setup, and Updated Labels

Use a Higher Split Limit to Make Opportunity Splits More Effective
You can now create more granular splits to reflect users’ quotas and use up to six custom opportunity splits, plus the default revenue and overlay splits. Previously, the limit was three custom splits.

Set Up Alerts for Big Deals in Lightning Experience
You can use Lightning Experience to set up automatic email notifications for opportunities that reach a threshold of amount and probability. Previously, setting up Big Deal Alerts required you to switch to Salesforce Classic.

Enjoy Consistent Field Labels for Opportunity Scores
It’s easier to review scores now that the name of the score field is consistently called Opportunity Score. Previously, the field was called Score in some places and Opportunity Score in others. This simply makes the user experience quicker and more pleasant.

Lightning News support news sources from more Countries

The Lightning News component is a really helpful way for users to see company and industry news right from within Salesforce. It was previously only available with United States news sources and earlier in the year Salesforce added support for Australia, Ireland, New Zealand, South Africa, and the United Kingdom. Support will also be added for France, Germany, Brazil, Japan, India, and the Netherland very soon. This is available now in Salesforce.

Track Email Engagements Across Applications in the Outlook Integration

The Feed tab replaces the Tracking tab and provides insight on client engagement straight from the Outlook integration, Lightning or from the High Velocity Sales Work Queue. Sales reps can filter and sort the feed to identify and follow up with their hottest leads. The alert summaries include the customer or prospect name, email subject, engagement type, and previous engagement history.

This is available with the Salesforce Inbox license, available for an extra cost in Group, Professional, Enterprise, Performance, Unlimited, and Developer editions, and at no cost in Essentials editions.

Einstein Voice – Talk to Salesforce like Alexa!

Einstein Voice is now available as a Beta feature. This feature allows users to make updates to Salesforce like creating and updating records, all with voice!

This feature is available in “general available”  Beta for Salesforce Customers. Clients can request activation via Comnexa.

You can also further customise Einstein Voice to include custom skills:

Einstein Reply Recommendations

Einstein Reply Recommendations analyses data from chat transcripts to generate replies that address your customers’ queries. As your agents talk with customers, they can select recommended responses, in real-time, from a list of potential options suggested by Einstein. Note that the recommended replies are only suggested if they have been reviewed and published beforehand.

You can manage these published replies just as you would with Quick Text. Published replies can be postponed if, for example, your company policies have changed and as a result the replies need to be reviewed, amended or deleted to ensure the replies meet your new policies.

This feature applies to Lightning Experience in Enterprise, Performance, and Unlimited editions, Einstein Reply Recommendations is available only in English.

To be aware: Outlook integration compatibility changes

Salesforce are notifying customers that if you are using versions of Windows and Outlook older than Office 365, version 16.0.11629, and Windows 10, version 1903, users will have issues logging in, accessing, and using the Outlook add-in from 2021.

This change will start to happen in December 2020, but it is worth keeping on the agenda.

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