News & Events

New Salesforce Field Service Innovations Bring the Power of AI to the Mobile Workforce
Posted by Saurabh Singh

New Salesforce Field Service Innovations Bring the Power of AI to the Mobile Workforce

News & Events, Quick Tips, Salesforce
New Salesforce Field Service Innovations Bring the Power of AI to the Mobile Workforce

New Salesforce Field Service Innovations Bring the Power of AI to the Mobile Workforce

  • New AI innovations automatically schedule appointments, predict job duration and necessary equipment, provide detailed briefings before arrival at the jobsite, and reduce time spent on invoicing and paperwork so mobile workers can focus on completing jobs fast and driving revenue.

  • Data Cloud gives companies a real-time view of asset condition, maintenance, and repair history, so they can proactively schedule services and keep equipment working with minimal downtime.

  • Customers including AAA – The Auto Club Group, Pella, and Ryder System, Inc. use Salesforce Field Service to drive operational efficiencies, generate revenue, and deliver fast service to customers.

Salesforce has announced new AI-powered Field Service innovations to help organizations across industries streamline field operations, increase productivity, and drive revenue while delivering trusted customer experiences.

With these new AI-powered capabilities, customers can self-book appointments and track the progress of their service visit on the messaging channel of their choice. And mobile workers can predict job duration and ensure they have the parts and equipment they need for a job; reserve work capacity to meet demand; and auto-generate briefings with the relevant data they need in advance of service calls.


The power of AI, data, and CRM

Application rates for young people seeking work as skilled tradespeople dropped almost 50% from 2020-2022 in the United States alone. Salesforce Field Service empowers organizations to equip teams with the same AI-powered tools used in their offices, ensuring companies have enough skilled, productive employees to keep their businesses thriving, and helping the next generation of frontline workers benefit from the AI revolution.


The news

Salesforce Field Service helps organizations turn routine service calls into revenue-driving opportunities. With Salesforce Field Service, teams can:

  • Respond faster with AI-powered Self-Service
    • Appointment Assistant is now available across multiple Salesforce products like Einstein Bots, and all messaging channels, including SMS, online chat and Apple Messages for Business. This enables customers to book and reschedule appointments, and check when their technician is on the way, reducing call volume and no-shows.
  • Increase workforce efficiencies with AI-powered insights
    • Proactive service with Data Cloud combines a unified view of customers and their assets — including customer purchase details, service history, and IoT signals on machine health — all in real time and at scale. With this unified data, Einstein can automatically schedule service appointments and job duration, the necessary parts or tools needed, and the right technician for the job.
    • Work Capacity Management lets companies reserve capacity for work they want to prioritize, like new installations, high-value customers, or unexpected service needs to meet customer demand.
  • Drive frontline productivity with AI-powered field tools
    • External Knowledge Search answers speeds up service delivery by leveraging generative AI to ensure frontline teams have access to the right customer, asset, and service history data prior to jobs. With AI-powered work summarization and onsite search answers, grounded in a trusted knowledge base, frontline teams can reduce mundane administrative work searching for answers and spend more time solving customer challenges.
    • Augmented reality capabilities with Apple’s ARKit help to measure, scan a room, and enable barcode scanning to speed up accurate data capture and get the job done faster.
    • Mobile quoting and document builder helps companies quickly create documents like invoices to complete work fast.
    • Salesforce Pay Now provides payment capabilities within the mobile app, empowering frontline workers to collect payment and generate upsell opportunities from one place, on the digital channels they’re already using.

“The rise of generative AI and related technologies is going to fundamentally change how work gets done, but the focus so far has largely centered on use cases for desk workers. That changes now. With the latest Field Service innovations, we are empowering the mobile workforce with the AI tools and real-time data needed to efficiently handle jobs and offload time-consuming administrative tasks, so they can focus on their craft, deliver great service, and generate revenue for their companies.”

Slack
Posted by Saurabh Singh

Slack’s new user interface has been developed with productivity and focus in mind

News & Events, Quick Tips, Salesforce
Slack

Today, Salesforce revealed that over the upcoming months, Slack will receive a significant design change that will improve user navigation, concentration, and access to an increasing number of crucial tools required for modern work.

 

Why it’s relevant:

  • Businesses are looking more and more for innovative methods of operation and productivity-enhancing solutions. In fact, the majority of leaders (71%) claim they are under pressure from the management of their organization to increase team productivity.
  • However, surveys also indicate that the number of business apps within organizations has risen by more than 10% in the last year, exceeding 1,000 on average. Additionally, less than 30% of systems are interconnected, resulting in data silos that increase expenses, redundant tasks, productivity barriers, and fragmented experiences.
  • The bottom line is that businesses that can consolidate the resources their employees utilize on a daily basis into one location will be more productive. Businesses now have a command centre for modern work with Slack that effortlessly unifies all of their apps in one location, automates administrative and time-consuming tasks, and unites teams on a single platform for collaboration.

 

Innovation in action:

The most recent version of Slack makes it simpler for users to use key tools to streamline their workday, navigate their channels and conversations to work faster with their teammates, and concentrate on what’s important to complete tasks without distractions.

    • A single perspective for finding the most crucial information No matter how huge their firm is, users can easily discover what they need with a default home screen for channels, direct messaging, and apps. Teams with Enterprise Grid subscriptions can now view channels from every workspace in Home. They no longer need to switch between many workplaces in order to focus on the information that is most crucial.
    • Dedicated attention for nonstop work: Teams can now more easily focus their attention, move across tools and chats more quickly, and use hover functionality to see what other people are working on. This new structure supports the various modes of working on Slack, whether that be focused work or collaborating with coworkers, and is intended to provide teams greater control over where they’re spending their time. For instance:
      1. Teams can jump into Activity as soon as they begin their day to catch up on critical work that is currently in action.
      2. Then, while they are between meetings, they can schedule some time to reply to their unread Direct Messages.
      3. They can also just save a message or action item to Later, where they can even set a reminder to ensure that it is finished on time if they need to return to it later.
      4. They can also find productivity-enhancing features in More, such as workflows, apps, and Canvas.
    • The most practical tools are just a click away: Moving swiftly through regular tasks is a simple but effective method to free up team time throughout the day for more important work. Teams may now start new channels, canvases, and huddles thanks to a new “create” button that makes tools accessible. And a new update to the Search experience means they can now click into each result to see its full context without having to jump back and forth as they look for what they need.

 

The Salesforce perspective:

“We know millions of people start and end their workday in Slack, so we took great care to ensure these improvements make it a more productive and pleasant home. The new experience helps teams stay better organized, focus on what’s important, and quickly access a growing set of tools in Slack.” — Noah Weiss, Chief Product Officer, Slack

Service GPT
Posted by Saurabh Singh

Salesforce Announces General Availability and Pricing for GPT-Powered Features for Sales and Service, Secured Through Einstein GPT Trust Layer

News & Events, Quick Tips, Salesforce
Service GPT

Salesforce Announces General Availability and Pricing for GPT-Powered Features for Sales and Service, Secured Through Einstein GPT Trust Layer.

Today, Salesforce announced general availability and pricing for Service GPT, Sales GPT, and the Einstein GPT Trust Layer, helping any organization drive productivity and personalize customer interactions with generative AI designed for enterprise security standards.

Users can leverage Service GPT to auto-generate personalized replies and automatically summarize customer interactions for future reference, while Sales GPT users benefit from AI-generated, personalized customer emails based on contextual customer data stored in Salesforce. The Einstein GPT Trust Layer prevents customer data from being stored outside Salesforce, meaning prompts and responses are not stored by third-party LLM providers, or used to train their models.

Why it’s relevant?

Generative AI helps organizations tailor customer interactions faster and at scale, and workers are quickly realizing the benefits. In fact, 68% of workers say generative AI will help them better serve customers, and employees estimate it will save them an average of five hours each week. That said, 73% of employees believe generative AI introduces new security risks, underscoring the need for organizations to leverage generative AI technologies built with trust first.

Salesforce AI solution

Salesforce is embedding Einstein GPT’s generative AI capabilities across all Salesforce products. And through the Einstein GPT Trust Layer, which provides enterprise-ready data security and compliance safeguards, organizations are empowered to increase productivity and engage with customers in personalized ways without sacrificing trust.

Generally available Service GPT features include:

  • Service Replies:

    Service GPT customers can auto-generate personalized responses grounded in relevant, real-time data sources, helping service agents resolve customer issues faster.

  • Work Summaries:

    Users can create wrap-up summaries of service cases and customer engagements based on case data and customer history.

Generally available Sales GPT features include:

  • Sales Emails:

    Reps can auto-generate personalized emails with CRM context, either from inside Sales Cloud or through Gmail and Outlook, with just a single click. This reduces a time-consuming, yet critical step in the sales process.

Sales GPT

Sales Emails will auto-generate personalized and data-informed emails for every customer interaction, streamlining sales prospecting and saving sales reps valuable time.

Generally available features in the Einstein GPT Trust Layer include:

  • Zero Data Retention:

    Enterprises are sometimes hesitant to explore generative AI due to a lack of control over where data is retained when it’s sent to an LLM. The Einstein GPT Trust Layer prevents customer data from being stored outside Salesforce, meaning prompts and responses are not stored by third-party LLM providers, or used to train their model.

  • Encrypted Communications: Encrypting communications over TLS safeguards prompts sent to an LLM, along with the responses sent back to Salesforce.
  • Data Access Checks: When a prompt uses customer data to generate a more tailored response, businesses need to ensure the only data added to the prompt is data the end user is allowed to access. Data Access Checks govern prompts by restricting data grounding to only the data allowed by the user’s permissions.
  • Feedback Store: For successful adoption, customers need feedback loops that enable past success to guide future outcomes. The Einstein GPT Trust Layer collects feedback data – including if generated responses were helpful or not, and if, for example, a service agent ultimately accepted, rejected, or modified that response – to improve the quality of prompts over time.
  • Audit Trail: Staying compliant while using AI is a key requirement of many enterprises. The Einstein GPT Trust Layer’s audit trail simplifies this by securely logging all prompts, outputs, interactions, and feedback data so teams can benefit from generative AI while meeting their compliance needs.

Salesforce perspective:

“Salesforce’s generative AI features, which take an open ecosystem approach and are powered by real-time, proprietary data, are empowering every organization to tap into the productivity and efficiency benefits of AI while ensuring enterprise-grade trust and data security remain at the center.” — Clara Shih, CEO of Salesforce AI

Pricing* (more details here)

  • Sales GPT is included in Sales Cloud Einstein at $50/user/month and includes a limited number of Einstein GPT credits.
  • Service GPT is included in Service Cloud Einstein at $50/user/month and includes a limited number of Einstein GPT credits.
  • As usage grows, customers can purchase Enterprise Expansion packs for Sales and Service teams.
  • Initially, only customers who have purchased Unlimited Edition, which includes the Einstein SKU**, will be eligible to use GPT-powered capabilities.

*These pricing details are provided for informational purposes only and subject to change and taxes and other fees. Restrictions apply. Contact our sales representatives for detailed pricing information.

Salesforce Promotes Digital Trust
Posted by Saurabh Singh

Salesforce Promotes Digital Trust and Innovation by Supporting AI Regulation

News & Events, Quick Tips, Salesforce
Salesforce Promotes Digital Trust

 

Similar to the internet and smartphones, artificial intelligence, especially generative AI, is the next major technological advancement. However, new technology has its limitations and has a number of problems, such as concerns with accuracy, prejudice and inequity, privacy and security, and content sourcing.

With AI, businesses must advance quickly and become more productive, but trust must come first. In order to address trust issues, Salesforce published five recommendations for safe generative AI development earlier this year.

Additionally, Salesforce offers customised, risk-based AI governance that distinguishes between contexts and uses of the technology, safeguards privacy, fosters trust, and promotes creativity.

 

Accessible, reliable, and moral AI

The key is a customised strategy: A one-size-fits-all regulatory approach might stifle innovation, undermine healthy competition, and drag out the adoption of technologies that consumers and companies all over the world are now utilising to increase productivity.


“A tailored approach is key: A one-size-fits-all approach to regulation may hinder innovation, disrupt healthy competition, and delay the adoption of the technology that consumers and businesses around the world are already using to boost productivity.”

For instance, while Salesforce supports ethical AI development across the board, a small team of engineers building a generative AI chatbot to teach college students to cook should be subject to fewer regulations and checks than medical professionals using AI tools to aid in patient diagnosis and care plan development.

Salesforce applauds legislators that take a sophisticated approach to creating regulations and who take into account the ideas below to guide society through this crucial period:

  • Framework based on risk: How technology is utilised has an impact, and some sectors, like healthcare, are more likely than others to put consumers and society at greater danger. Risk-based AI regulation would put the most emphasis on high-risk applications, particularly those with ramifications for the law, the economy, and ethics that could have serious negative effects or affect people’s rights and freedoms.

  • Differentiation based on use, context, and control: Regulation should make distinctions based on the uses, context, and controls of the technology and set guardrails accordingly. Developers of generative AI, for example, should be responsible for the models’ training and the training data, whilst individuals using the technology should define standards for how the tool should be utilised.

  • Laws governing data privacy: The cornerstone of ethical AI governance is the safeguarding of the fundamental human right to privacy. Data is the fuel for AI. To protect individual privacy inside the AI ecosystem, additional regulations tailored to generative AI should address the use and privacy of personal data when training future models.

  • Transparency: AI systems may function as “black boxes,” making it challenging to comprehend how they make decisions. People should be aware of the “why” behind AI-driven advice, given the tools to grasp it, and educated as to whether they are speaking with a real person or a computer simulation.

  • Responsibility and Governmental Oversight: One strategy to encourage responsibility and trust with high-risk AI systems is to conduct AI impact assessments. In terms of responsibility and compliance, licences or notifications can be helpful. However, they should be applied using a risk-based strategy that balances compliance with market access, competition, and innovation. Therefore, the field will benefit from the basic knowledge provided by risk management frameworks like those supplied by NIST.

  • Harmonisation and conformity to current regulations: Global data protection rules, for example, are just one of the many laws and policies that already exist that serve as barriers against AI. Regulators and other stakeholders should evaluate and make clear if these issues are covered by existing legislation as they create new guidelines.

  • Applications that are both universal and future-proof: Given the rate of invention, AI legislation should be globally interoperable and flexible while also being durable. Instead of being centred on a particular technology at a particular time, the regulations should offer a policy framework for the ethical development and deployment of AI systems.

 

Collaboration between the government, business, academia, and civil society is necessary

Salesforce aggressively engages with governments and all stakeholder groups to establish ethical, risk-based, and internationally applicable AI norms since AI is a significant and quickly growing issue in society.

  • Salesforce encourages collaborations between the public and private sectors, including as the G7 initiative and the OECD’s long-standing artificial intelligence (AI) initiatives.
  • In the US, Salesforce submitted comments to the Office of Science and Technology Policy (OSTP) and the National Telecommunications and Information Administration (NTIA) dockets on the AI Accountability Policy.
  • Salesforce applauds the ongoing developments of the EU AI Act and strongly urges that the risk-based approach be incorporated into the Act’s final wording.
  • In order to promote AI innovation, Salesforce has also promised to invest $4 billion in its UK operation over the next five years.
  • Through the U.S. National AI Advisory Committee, the Singapore Advisory Council for the Ethical Use of AI, Singapore’s AI Verify Foundation, and the U.S. Chamber of Commerce Artificial Intelligence Commission, Salesforce officials are actively engaged in multi-stakeholder talks.

Salesforce is dedicated to creating trustworthy, open, and accountable AI systems that put a priority on accuracy, fairness, privacy, and having a positive social impact. Salesforce will keep up this dedication as technology develops.

Release Readiness
Posted by Saurabh Singh

Master the Release Readiness Process

News & Events, Quick Tips, Salesforce
Release Readiness

Learning Objectives

After completing this blog, you’ll be able to:

  • Describe the value of investing more of your time exploring and rolling out new features.
  • Use release readiness resources to help you learn and prepare.
  • Dig into the Release Notes to discover new features.

Explore More Resources

Now, let’s dig deeper into some other resources. You can select which format appeals to you most based on how you learn or how much time you have.

  1. If you like visuals in slide format that you can share with others, get the Release Overview Deck, also known as the ROD (Salesforce login required) or the Release-in-a-Box kit.
  2. If you like to see features in action, you can view a wide variety of short demo videos or join live webcasts and webinars to see more in-depth demos, ask questions, and get answers with Salesforce experts and product owners.
  3. Follow #Release Matrix Post (Salesforce login required) for a great resource to analyze the contents of the release notes. Salesforce Success Teams create this for each release and share it with the Release Readiness Community.
  4. You can also find a module dedicated to each release in the Prepare for Salesforce Releases trail. It’s a great way to get the highlights across many different Salesforce products.
  5. Treasure Hunt: #RRTreasureHunts
  6. Release Overview Deck: #ROD Post
  7. Release Matrix: #Release Matrix

Many of these resources are also featured in the Learn MOAR Trailmix, which gets updated every release and provides an opportunity to earn a badge. Many of these resources are also featured in the Learn MOAR Trailmixes for admins and developers, which are updated with highlights from every release, and provide an opportunity to earn a community badge.

Note: If you’re late to the party and need to catch up on a release once it’s already in production, or want to review resources from a previous release, download Release-at-a-Glance (Salesforce login required), a handy-dandy one-pager with quick links to all the key resources from a past release.

Dive Deeper into the Release Notes

You can use the release notes filters to discover quick wins by doing a quick scan of the “Enabled for users” and “Admin must enable” Feature Impact filters.

Grab your shovel, because now it’s time to dig a little deeper. You still use the filters to help speed up the process, but let’s take it to the next level and complete the must-read list, drill down by cloud, and explore all the relevant product and feature areas. It’s also important to view information about add-ons because sometimes they include “freemium” features available without any additional cost.

Complete the Must-Read List

First and foremost, make sure you are familiar with the content in these sections and either use them for reference or check for updates.

How to Use the Release Notes

Understand how the document is structured so you can review it faster

How and When Do Features Become Available?

Discover tabular summaries of features that are enabled by default or require an administrator to enable

Supported Browsers

Keep Salesforce humming along by making sure you’re running on supported browsers

Release Notes Changes

Explore this living document with regular updates and changes during the course of each release cycle. You can find a link to the change log on the How to Use the Releases Notes page. We recommend that you review this section on a regular basis.

Next, review all the items listed under Salesforce Overall. These items are usually relevant to all customers as they concern areas such as navigation, list views, and search. In addition, notifications about important critical updates are often posted in this section.

Drill Down by Cloud

When you’re reviewing features for a specific cloud, scan all the topics listed under the main heading and drill into any that refer to standard functionality or add-on products you own. If you have Sales Cloud, for example, click through all the topic links listed under Core Sales for updates on the primary CRM objects and processes like Opportunities, Leads, Quotes, and Forecasting to name a few. But don’t stop there! Check out everything in the Productivity and Gmail/Exchange integration sections, where you can find those time-saving crowd-pleasers involving email experience, activity management, and calendars.

Next, take a spin through these mostly “cloud independent” areas.

  • Analytics, for Reports & Dashboards features.
  • Customization, Security & Identity, and Development, for all the tools for admins and developers such as the App Builder, Automation, and custom code.
  • Mobile, for the standard Salesforce mobile app.

If you’ve already integrated Salesforce with Gmail or Outlook, it’s also essential to have a look at what’s new in the Email integration section. Even if you haven’t started using these features yet, it’s important to understand the options available as you determine what approach is right for your organization.

Remember the Add-Ons

You may come across some features that are available with a standard license, but also have extended functionality for an additional cost with an add-on license. For example, Einstein Activity Capture Standard is available to Sales Cloud customers with Enterprise Edition and above, but the extended version requires a license for Sales Cloud Einstein, Inbox, or High Velocity Sales.

The standard add-on features are definitely worth your time, as there’s only an extra cost if you want the full feature set. The Where section at the top of the feature description tells you which licenses you need.

Remember that you’re the one in control, so you can prioritize how you roll out most features, and you can use the cadence of the releases to your advantage.

Salesforce Summer ’23 Release Notes
Posted by Saurabh Singh

Salesforce Summer ’23 Release Notes

News & Events, Quick Tips, Salesforce

The Summer ’23 release helps you save time, automate faster, and personalize each customer interaction through hundreds of new innovations.

Salesforce Summer ’23 Release Notes

  • How to Use the Release Notes

    The release notes are brief, high-level descriptions of enhancements and new features. It include setup information, tips to help you get started, and best practices to ensure your continued success.

  • Get Ready for the Release

    Reading the release notes is a great step in preparing for the release. These other resources help get you and your users ready for what’s coming your way. Salesforce add resources throughout the release when they become available, so check back often.

  • Release Note Changes

    Read about changes to the release notes, with the most recent changes first.

  • How and When Do Features Become Available?

    Some features in Summer ’23 affect all users immediately after the release goes live. Consider communicating these changes to your users beforehand so that they’re prepared. Other features require direct action by an administrator before users can benefit from the new functionality.

  • Supported Browsers

    We’ve made some changes to our supported browser’s documentation, making it easier to find what you need. Supported browsers for Salesforce vary depending on whether you use Salesforce Classic or Lightning Experience.

  • Salesforce Overall

    Learn about new features and enhancements that affect your Salesforce experience overall.

  • Analytics

    Analytics enhancements include new and updated features for Lightning reports and dashboards, CRM Analytics, analytics apps, Einstein Discovery, and Tableau.

  • Commerce

    Commerce Cloud enhancements include new and updated features for B2B and D2C Commerce, Omnichannel Inventory, Salesforce Order Management, and Salesforce Payments.

  • Customization

    Get smarter predictions and insights from Einstein Prediction Builder using data from related objects (beta). Use the new Salesforce Connect adapter for GraphQL to connect external sources that expose their capabilities via GraphQL. Assign field-level security for permission sets instead of profiles.

  • Data Cloud (Formerly Customer Data Platform)

    Ingest, harmonize, unify, analyze, and stream data with Data Cloud, previously called Customer Data Platform. Explore expanded functionality for getting organized and segregating data based on your business needs. Merge and analyze data using existing segment rules and common elements.

  • Deployment

    Send customizations from one org to another by adding these components to change sets.

  • Development

    Whether you’re using Lightning components, Visualforce, Apex, platform events, or our APIs with your favorite programming language, these enhancements help you develop amazing applications, integrations, and packages for resale to other organizations.

  • Einstein

    Use Decision Optimization (beta) to refine your Einstein recommendations based on your business rules, objectives, and constraints. Spin up propensity models for common use cases across Industries clouds with Scoring Framework, now generally available. Easily add prebuilt functionality to multiple bots with Bot Blocks (beta). Include emails and related transcripts to build better Einstein Conversation Mining reports.

  • Enablement and Guidance

    Deliver enablement programs focused on improving revenue outcomes for your company. Guide users to curated resources that can help them excel. Bring learning, career growth, skills development, and business-critical job performance to your users where they work in Salesforce.

  • Experience Cloud

    Personalize your LWR sites with Expression-Based Visibility and device-based visibility settings. Discover an abundance of new and improved LWR components, including Tabs, Logo, and Knowledge Article. Migrate your Aura sites to Google Analytics 4. And enjoy a boost in performance and productivity with improved custom domains, component caching, site navigation, and more.

  • Field Service

    Create schedules using robust features with the Enhanced Scheduling and Optimization Engine, available for new users by default. Or, easily switch to the new engine for all service territories for improved scalability, performance, and scheduling quality. Save time by letting mobile workers set follow-up appointments in the app. Expand how mobile users get work done, with custom dashboards and images that can be annotated and uploaded even when offline. Supercharge workflows with the reimagined tablet experience and updated related list UI. Enable customers to track service outcomes to easily assess the compliance of service contracts. Ensure timely maintenance by planning ahead for potential blockers. Route work to the best agent for the job. Enhance the customer experience by enabling customer-driven live sessions and messaging with Visual Remote Assistant.

  • Hyperforce

    Hyperforce is the next-generation Salesforce infrastructure architecture, built for the public cloud. It enhances Salesforce applications’ compliance, security, privacy, agility and scalability, and gives customers more choice over data residency.

  • Industries

    Industries solutions shape Salesforce to the needs of your business, reducing the need for you to customize things yourself. Schedule test drives and service appointments with Automotive Cloud. Calculate order prices online and plan store visits with Consumer Goods Cloud. Actionable Segmentation is now generally available in Financial Services Cloud. Schedule home healthcare visits with Health Cloud. Manage lifecycles of awarded grants with Grantmaking for Public Sector Solutions and Nonprofit Cloud. Use CSV files to upload data to Net Zero Cloud. Automate the selection of members for tier change and tier upgrade assessments with Loyalty Cloud. Orchestrate end-to-end warranty lifecycles with Manufacturing Cloud. Build ship and debit programs with Rebate Management. We also have plenty of changes for the Education Cloud, Nonprofit Cloud, Media Cloud, Industries common features, and many more.

  • Marketing

    Marketing Cloud is the premier platform for delighting customers with 1:1 customer journeys. It enables you to build a single view of your customer, leveraging data from any source. Plan and optimize unique customer journeys based on your business objectives. Deliver personalized content across every channel and device at precisely the right time. Measure the impact of each interaction on your business so that you can optimize your approach in real time and deliver better results.

  • Marketing Cloud Account Engagement

    Use external actions as completion actions on Account Engagement assets. Account Engagement Optimizer is now generally available and includes monitoring for critical configuration issues. Plus, get retroactive activity data when prospects opt in to tracking.

  • Mobile

    Salesforce Mobile App Plus is now generally available. The operating system requirements for the Salesforce mobile app have changed. Mobile Publisher for Experience Cloud apps can now require app updates natively and with a 15-day grace period.

  • Revenue

    Bundle your products and services in Subscription Management, and configure discounts on longer subscription terms. Create quote templates more easily in CPQ Plus.

  • Sales

    Sales teams can do their jobs faster and more effectively with these new products and feature enhancements. Allocate revenue at a more granular level for complex sales deals with opportunity product splits, and use opportunity product splits in reports and forecasts. Manage the timing of cadence steps and see cadence usage data in Sales Engagement. Share call transcripts, insights, and action items with more users in Einstein Conversation Insights, which now support more languages and voice providers. Arm your sales teams with key information from the Sales Rep Command Center in Revenue Intelligence. And get more insights into sales forecasts with charts and external data in custom columns.

  • Salesforce CMS

    Create workflows and streamline approvals in enhanced CMS workspaces. Manage CMS content from the improved content detail page. Manage unlimited content with Salesforce CMS. Create enhanced CMS channels to associate with enhanced CMS workspaces.

  • Salesforce Flow

    Compose intelligent workflows with Flow Builder, OmniStudio, and Flow Orchestration. Integrate across any system with Flow Integration.

  • Salesforce for Slack Integrations

    Use Slack and Salesforce together to connect with customers, track progress, collaborate seamlessly, and deliver team success from anywhere.

  • Salesforce Starter

    Salesforce Starter is the most efficient way to get started with Salesforce. With combined sales, service, and marketing tools, Salesforce Starter helps you find, win, and retain customers, all within one app. Salesforce Starter is simple and scalable, making it ideal if you’re new to Salesforce or customer relationship management (CRM).

  • Security, Identity, and Privacy

    Multi-factor authentication (MFA) and enhanced domains rollouts continue. Track file activities with File Event for Event Monitoring. Automate processes for Security Center data with flows. Build native identity experiences with new and improved Headless Identity APIs. And host preference forms via your own Salesforce instance.

  • Service

    Transform conversation data into service insights and build bot intents with Einstein Conversation Mining, now generally available. Update replies with on-demand template creation in Reply Recommendations. Add prebuilt functionality to multiple bots with Bot Blocks (beta). Give your customers and partners advanced self-service automation with the Service Catalog. Record and send voice messages in enhanced Messaging channels. Add business hours to Messaging for In-App and Web. Use flows to link leads, contacts, employees and person accounts to interactions in all channels with Individual-Object linking. Create broadcast Slack messages with custom templates for Customer Service Incident Management. Get survey responses from unauthenticated guest users via APIs in Feedback Management.

  • Work.com

    Prepare your business, employees, and facilities. Respond to major events, such as the current COVID-19 crisis, with the apps and services in Work.com.

  • Other Salesforce Products and Services

    Get the latest information on features from Customer Success Group, Heroku, IdeaExchange, and Trailhead GO.

  • Release Updates

    Salesforce periodically provides release updates that improve the performance, logic, security, and usability of our products. The Release Updates page provides a list of updates that can be necessary for your organization to enable. Some release updates affect existing customizations.

  • Legal Documentation

    We made seasonal updates to Salesforce Legal Documents.
Summer Release- 23
Posted by Saurabh Singh

Salesforce Summer ’23 Release Date + Sneak Peek

News & Events, Quick Tips, Salesforce
Summer Release- 23

Save These Dates: Summer ’23 Sandbox Preview

The sun is gleaming down on the land of Salesforce and so, the Summer ’23 Salesforce Release sandbox preview window is around the corner. Note the dates now so your organization is prepared for the upgrade. According to the rolling 12-month release calendar, Salesforce will upgrade your production instance to the Summer ’23 release. Enter your instance name or domain and click the maintenance tab to view your upgrade date. The next thing you should know is when your sandbox will be upgraded to Summer ’23, as this will be your first opportunity to try out your configurations on the new release. Let’s go over the dates you’ll need to be aware of.

April 13: Sign up for a prerelease environment

Why do you need a prerelease organisation? It is a test environment with new release features enabled, giving you plenty of time to test and determine which ones are appropriate for your organisation. You can log back into your Spring ’23 prerelease org if you already had one. If you’re not sure what features to implement, participate in the Trailblazer Community Treasure Hunt to see what others in the community are excited about.

April 26: Preview release notes are available

Now is the time to read through the release notes. Filters can be used to display only the sections that are relevant to the edition and clouds you are currently using.

May 4: Sandbox cut-off date

Before the scheduled production upgrade, use your sandbox to gain early access to new features and test configurations. To get the Summer ’23 preview in your sandbox, you must have an active sandbox preview instance before May 4. In most cases, nothing needs to be done because your sandbox is already running on a preview instance. The sandbox preview instructions article on Salesforce Help has all the information you need.

May 5: Sandboxes upgraded

If you chose to use sandbox preview, your sandboxes will be upgraded to Summer ’23 this weekend. The sandbox preview, like the prerelease programme, allows you to test new features without affecting your live environment. The 12 sandbox preview, on the other hand, provides the ability to test new features in a configuration similar to your.

May 15: Summer ’23 Release site is live

Salesforce understand that everyone processes release information differently. As a result, the Trailhead Release Highlights module is a quick and easy way to learn about features. To make the process as simple as possible, Salesforce provide demo videos, Trailhead modules, community forums, and other resources.

May 19: First release weekend

Salesforce and a small number of customers are upgraded during the first release weekend. You’ve probably already identified your key features at this point. If you’re ready to upgrade, the Release Readiness Trailblazers group will have all the content you need to educate your organization’s users on the new features you intend to implement.

May 19 to 26: Release Readiness Live

Salesforce admin and developer evangelists introduce their favourite features in the Summer ’23 release. The product management team will then discuss and demonstrate the new features. See how those features work in real time, and get a sneak peek at the 2023 roadmap. Full agenda and schedule details will be posted on Salesforce Release Readiness Trailblazers group in January.

June 2: Second release weekend

During the June 2 weekend, another set of instances is upgraded. If you have any questions, Salesforce Trust page has the most recent information on the upgrade’s timing. And, because the upgrade takes only five minutes, it should have no effect on your operations or uptime.

June 9: Final release weekend

On June 9, all remaining Salesforce instances will be upgraded. If you previously chose not to have your organizations included in the sandbox preview, they will be upgraded this weekend.

For more information or instructions regarding the Salesforce Summer Release ’23, keep following Revolve’s blog Posts.

Posted by Saurabh Singh

What is Salesforce CRM? – A Beginner’s Guide

News & Events, Success Stories 0

In recent years, there has been an enormous gush in Cloud Computing Technologies. There is one and only such technology which has had an immense impact on the whole world of computing domain is Salesforce CRM. During this entire blog, we will be able to introduce you to Salesforce CRM and can answer: What’s Salesforce? Why we use Salesforce? Where is Salesforce being employed? And why companies are trying to find certified people with Salesforce Certification Training?

How It All Began?

Before Salesforce, Customer Relationship Management (CRM) solutions were hosted on an organization’s own server. Can you even imagine the time it took for companies to possess their own CRM solutions? Well, it generally takes several months or maybe years to install and configure it up and therefore the cost went up too many dollars. Even after putting in, they were extremely hard to use. What would be a feasible solution to this? I’m sure you guessed it – building affordable CRM software and leveraging it entirely online as a service. This was the foremost idea behind Salesforce. Started as a Software as a Service (SaaS) company, Salesforce has grown into the fifth-largest software company within the world.

What Made Salesforce an immediate Hit?

The answer to the present is extremely simple, it had been Cloud Computing. Salesforce wasn’t almost a much better product at a fraction of the price. it had been about replacing the lengthy installation process and moving everything to the web. They changed the business model – no more long-term contracts or expensive licensing deals, anyone could use Salesforce with only an easy 50-dollar monthly subscription fee.

Why Salesforce?

Before we answer the question, what’s Salesforce, let us brief you about why you must choose Salesforce.

Salesforce provides you with the fastest and easiest path from Idea to App. you’ll consider building your app using Salesforce tools, instead of building the infrastructure and tools for your company. This will rescue years of your time and billions of dollars.

Salesforce customers generally say that it’s unique for 3 major reasons:

Fast – Traditional CRM software can take quite a year to deploy, compare that to months or maybe weeks with Salesforce.

Easy – Salesforce wins within the easy to use category handily. you’ll spend longer putting it to use and fewer time figuring it out.

Effective – Because it’s very easy to use and may be customized to fulfill your organizational needs, your clients will find Salesforce very effective.

Salesforce is within the cloud, so your team can use it from anywhere with access to the web.

If you’re a business that’s rapidly changing or else you are a seasoned company that’s been around for years, your business is perhaps changing too. Salesforce is totally scalable to your growth.

Salesforce seamlessly integrates with 3rd party apps. If you would like to integrate Salesforce with Gmail you’ll roll in the hay, if you would like to integrate it along with your accounting software you can also do this too. On the other hand, integration is very tough with other CRMs.

Salesforce is affordable, especially if you concentrate on its vast form of capabilities. Even start-ups, small and medium businesses (SME) can use Salesforce.

What Is Salesforce?

We hope we even have answered your question on why you must choose Salesforce. Now, let me introduce you to Salesforce CRM and answer the queries on your mind: what’s Salesforce? From tech giant companies like Google and Facebook to your nearby small and medium enterprises, all of them use Salesforce CRM services and products to resolve their problems.

Salesforce started its journey as Software as a Service (SaaS) CRM company. Salesforce now provides plentiful software solutions and a platform for users and developers to develop and distribute custom software. Salesforce.com is predicated on multi-tenant architecture. this implies that multiple customers share common technology, and everyone runs on the most recent release. You don’t need to worry about the native application or infrastructure upgrades – they happen automatically. This helps your organization specialize in innovation instead of managing technology.

List of Services and Products That Salesforce Offers?

To understand what’s Salesforce, you would like to understand the various services and products that Salesforce has got to offer and when to use them. Through Salesforce CRM, you’ll be able to access a large range of products and services in social, mobile and cloud domains.

Salesforce Sales Cloud – The Sales Cloud may be a CRM platform that permits you to manage your organization’s sales, marketing, and customer support facets. If your company is engaged in business-to-business (B2B) and business-to-customer (B2C), then the sales cloud is the service your sales team needs.

Salesforce Marketing Cloud – The marketing cloud provides you with one among the world’s most powerful digital marketing platforms. The sales and marketers in your company can use it to manage customer journeys, emails, mobile apps, social media promotions, web personalization, content creation, content management, lead generation, customer relationship, and data analytics.

Salesforce Service Cloud – The Service Cloud is a service platform for your organization’s customer service and support team. It provides features like case tracking and social management plug-in for conversation and analytics. This not only helps your clients to resolve customer problems very faster but also gives your customers access to reliable answers. Using these answers your customers can solve problems on their own which automatically increases your customer delighted.

Salesforce Community Cloud – If you would like to use the best social platform for your organization to streamline and facilitate communication among your employees, partners and customers then Salesforce Community Cloud is that the service you should opt for. you’ll use this platform to exchange data and infographics in real-time.

Salesforce Commerce Cloud – The commerce cloud enables your organization to supply seamless customer service and knowledge regardless of your customer’s location (online or in-store). It also provides for customer data integration in order that your consumers can have a far better experience. If your goal is to supply the customer with positive, engaging customer experience, Commerce Cloud is that the service you would like.

Salesforce Analytics Cloud – The Analytics Cloud provides a business intelligence platform for your organization to figure with large data files, create graphs, charts and other pictorial representations of knowledge. it’s optimized for mobile access and data visualization and may be integrated with other Salesforce clouds.

Salesforce App Cloud – To develop custom apps that will run on the Salesforce platform, you’ll use the Salesforce App Cloud. It provides you with a set of development tools that you simply can utilize to make custom applications. A few tools within the App Cloud include:

Force.com, allows admins and developers to make websites and applications into the most Salesforce.com application.

AppExchange is an online-based application marketplace for third-party applications that run on the Force.com platform.

Heroku Enterprise gives developers the ability to make apps using their preferred languages and tools.

Salesforce Thunder may be a big data and rules processing engine designed to research events and take personalized actions.

Salesforce Sandbox allows developers to check ideas in a very safe and isolated development environment.

Salesforce IoT Cloud – When your organization must store and process Internet of Things (IoT) data, you’ll utilize the service of the Salesforce IoT cloud. The platform is made to undertake massive volumes of knowledge generated by devices, sensors, websites, applications, customers and partners. On receiving this data, the platform initiates actions to offer you real-time responses.

Salesforce Health Cloud – If you’re a Health IT organization and need a CRM system that comes with the doctor-patient relationship and record management, the Health Cloud is what you would like. Through the patient profile, you’ll support one-to-one relationships by integrating information from multiple data sources.

Chatter – Chatter is an enterprise coordination platform from Salesforce that gives access to your employees to collaborate with each other. Chatter can assist you to increase productivity by connecting employees wherever they’re. It also helps in knowledge and data sharing between departments in a corporation or different organizations working together in a single platform.

Salesforce1 – Salesforce1 is that the platform which enables you to develop application and exchange data via Application Programming Interface (APIs). APIs ask prebuilt programming code components.

For further more information about Salesforce products, contact us to get a FREE demo and consultation.

Posted by Saurabh Singh

Salesforce Acquires Vlocity for $1.33bn

News & Events, Success Stories 0

After Keith Block’s reign as co-CEO, the news that Salesforce
is acquiring Vlocity nevertheless marks a crucial step for the new CRM vendor,
and one with serious implications for its ecosystem partners. Vlocity is one
amongst the most significant and fastest-growing Salesforce-native ISVs, and
being swallowed up by its own platform partner wasn’t its game plan when it was
launched six years ago.

It is no surprise that Salesforce targeted this startup which
has created strong 6 industry-specific CRMs on top of the Salesforce portfolios
— communications, media, insurance financial services, health, energy and nonprofits.

But Vlocity’s founders had mapped a much more ambitious
trajectory. They were inspired by the success of Veeva, the primary — then far
only — Salesforce-native ISV to secure a stock exchange listing with its IPO in
2013, when it achieved a near $5 billion valuation (today, Veeva features a
market cap of $22.3bn). Veeva’s early founders, joined by CEO David Schmaier et
al. with a background in industry solutions at CRM pioneer Siebel, formed
Vlocity in January 2014 with the goal of replicating Veeva’s success on a far
grander scale.

A year ago the company was valued at a total of $1 billion and
sold for $1.33 billion after raising $163 million. Which means it received 8.2X
total invested capital which isn’t a nasty return.

In a recent blog article on the Vlocity website, founder and
CEO Mr. David Schmaier put a confident spin on the deal. “Upon the close of the
transaction, Vlocity — this excellent company that we, as a team, have created,
built, and grown substantially into a transformational solution for 6 of the
foremost important industries within the enterprise — will become a part of
Salesforce,” he wrote in the blog.

Per usual, the deals are going to be predicated on regulatory
approval and shut a while during Salesforce’s 2nd quarter in fiscal year 2021.

Bringing Vlocity into that blend further expands the
impression and portfolio of Salesforce’s industry cloud offerings, benefits and
adds new fuel to stay its continued growth on the right track. As a part of
Salesforce, there’s immense potential to grow the Vlocity footprint than when
it was achieving the success as a startup. Perhaps there’s also an addition
element to the deal — at a time when Mr. Keith Block is stepping back, Mr. Marc
Benioff (Founder and CEO) declared himself sating “especially excited that
Mr. David Schmaier is joining into Salesforce family” on last night’s
earnings call.

So what do you think about this recent acquisition, Please express your views in the comment section and follow our blogs for latest news and updates about Salesforce technology

Website: www.revolvesoftech.com

Posted by Saurabh Singh

What it requires to become a Salesforce Lightning Expert in 2020

News & Events, Quick Tips 0

We all know that Salesforce Lightning is now the default user experience following the winter ’20 release – so, it’s time to considering becoming a Lightning Champion!

‘Lightning Champions’ may be a peer-to-peer special program that empowers all the Trailblazers to share their expertise in rolling out Salesforce Lightning or build apps on the platform using Lightning tools and its frameworks. Our Revolve Softech employees had joined the Lightning Champion program a couple of months ago, which offers amazing opportunities to find out and share your expertise with the Salesforce Ohana.

Lightning Champion Perks

Here are a number of benefits:

  • Lightning Swag (Hoodies, T-Shirts, Pins, and Stickers)
  • Access to Lightning Champion Community Group
  • Get the Lightning Champion newsletter
  • Lightning Champion Activity opportunities at Salesforce Events
  • You will get a very Special Invitation to Lightning Champion events at Dreamforce and TrailheaDX
  • Profile card together with your name, photo, and bio on Meet the Lightning Champions microsite

Becoming a Lightning Champion – It’s as simple as steps 1-2-3!

Step 1 – Choose the trail

The Lightning Champion program gives you two paths to settle on from – you’ll be able to choose either one among them or both.

Choose to be a Lightning Activation Champion:

If you would like to assist the community in their rollout process for the Lightning Experience. Choose this path if:

  • You’ve successfully jump-start Lightning Experience a minimum of once
  • You know the ropes of change management
  • You like to urge hands-on with the Lightning Experience and show others the way to do an equivalent
  • If want to become a presenter and, share, or be a mentor
  • You’re up for a year-long commitment to the program
  • You’ve completed the Lightning Experience Rollout Specialist Super badge

Choose to be a Lightning App Dev Champion:

If you would like to assist the community to create apps on the Customer 360 Platform.  Choose this path if:

  • You’re hooked into solving business challenges by building apps with clicks or code
  • You’ve built a minimum of one custom app on Salesforce
  • You know that when business and IT work together to create apps, everyone wins
  • You’re excited to plug into the community and share your expertise
  • You’re up for a year-long commitment to the program
  • You’ve completed the App Customization Specialist Super badge on Trailhead

I also recommend you complete the ‘Lightning Champion’ Trailmix by Kelly Walker, which can offer you a robust foundation before you still apply…

Step 2 – Apply

Once you’ve got decided your path and completed the recommended Trailmixes, it’s time to lead for Lightning Champion Program.

Salesforce accepts applications twice a year (the current intake just ended on New Year’s Eve, 2019), and applications will re-open in June 2020. Keep an eye fixed out on Twitter @SalesforceforIT for the announcement.

With the previous application cycle just completed, Salesforce announced their new Lightning Champions at the beginning of this month, so welcome these new Trailblazer Champions!

Step 3 – Ramp-up Period

Once you’ve got been selected, there’ll be a ramp-up period. It’s time to share your Lightning expertise with the Ohana, like a Lightning Consultation shift at a Salesforce sponsored event, presenting/speaking about Lightning at a Salesforce or community-led event, running a hands-on workshop, staffing a Lightning Champions booth at a community-led event, publishing a Lightning-focused blog post, etc. you’ll get more details during your orientation.

You have to a minimum of complete one activity during the ramp-up period. Once the Lightning Champion team approves the activity, you’re officially titled as a LIGHTNING CHAMPION!

Revolve Softech a Salesforce Partner can help you become Lightning Expert through its advanced expert level real-time training scenarios. Get a FREE Demo today!

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