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Atlanta Salesforce UG 2/23/2012: Release overview deck (spring '12) Presentation Transcript
Spring „12 ReleaseOverview DeckAtlanta Area User GroupFebruary 23, 2012
IntroductionsMichele McMahonPrincipal Customer Success Manager, Salesforce.com Principal Customer Success Manager, Salesforce.com • 20 Years Experience, including 8 Years Salesforce.com Experience Experience with data.com, marketing automation, lead generation, sales and marketing operations Multiple Client-Side Industry-Expertise Implementations Experience Dreamforce & Cloudforce MBA Speaker: „07, „10, 11, „12
IntroductionsBert ReeceManager, Marketing Operations, Hubwoo Administrator with heavy emphasis on analytics and business intelligence Multiple Salesforce.com implementations Lead Generation, Sales and Marketing Operations Expertise Certified Level II Administrator
Safe Harbor StatementSafe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-lookingstatements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptionsproves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, includingany projections of subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plansof management for future operations, statements of belief, any statements concerning new, planned, or upgraded services ortechnology developments and customer contracts or use of our services.The risks and uncertainties referred to above include - but are not limited to - risks associated with our new business model; ourpast operating losses; possible fluctuations in our operating results and rate of growth; interruptions or delays in our Web hosting;breach of our security measures; the immature market in which we operate; our relatively limited operating history; our ability toexpand, retain, and motivate our employees and manage our growth; risks associated with new releases of our service; and risksassociated with selling to larger enterprise customers. Further information on potential factors that could affect the financial resultsof salesforce.com, inc. are included in our registration statement (on Form S-1) and in other filings with the Securities andExchange Commission. These documents are available on the SEC Filings section of this Web site.Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.Any unreleased services or features referenced in this or other press releases or public statements are not currently available andmay not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based uponfeatures that are currently available.
Now Importing 14 more fields in Spring „12 Standard D&B fields added for Import support also added for import existing fields Account source (as ‘Data.com’) Account site D-U-N-S number* (leads/accounts) Description NAICS code (6 digit)* Fax NAICS description* Ownership SIC description SIC code (4 digit) Tradestyle* Ticker symbol Year started*
What are the Enhancements to Data.com? Data.com now includes data from Dun & Bradstreet (D&B) Over 2.5million company records from Data.com include key data sourced from D&B. Additional D&B data visible to users with Corporate license Data.com Corporate licenses provide additional D&B account and lead data beyond the basics. Overview comes from D&B for thousands of account records
Social Accounts and ContactsAdditional Social Networks: YouTube and Klout The Klout Score* Measures influence based on your ability to drive action. Every time you create content or engage you influence others. The Klout Score uses data from social networks in order to measure: • True Reach: How many people you influence • Amplification: How much you influence them • Network Impact: The influence of your network *source: http://klout.com/corp/kscore
ForecastsIn Spring ‗12 you can now do the following with Forecasts: Select your own date range to display in forecasts. Hover over a subordinates forecast detail and click Details to view their forecast detail. User Configurable
Salesforce For Outlook Salesforce for Outlook is our next generation Outlook integration. It’s easy to configure and simple to use. Spring ’12 focuses on end-user control with the following powerful new features: –Selective Data Sync –End users can choose not to sync private contacts, events and tasks –New Outlook category, Don’t Sync to Salesforce –Create Case –Admin can easily create and update email routing destinations for Outlook –User can create a case from a list of up to 10 routing destinations with 1 click –Added to Salesforce Category –Emails added to Salesforce and cases created will have the category Added to Salesforce applied for ease of search –Add All Unresolved Email Addresses to My Unresolved Items –All email unresolved addresses on an email added to Salesforce will appear in My Unresolved items –Email Domain Exclusion –Exclude specific email domains from automatic email association (e.g. internal domains) Start planning the conversions from Connect for Outlook.
Salesforce For Outlook: Selective Data Sync - Private End user can Private events are choose to excluded from syncexclude private by default for newcontacts, event users. Upgrade s and tasks users will need to from syncing change their Settings
SFO: Selective Data Sync - Category Leverage existing Visual display to Outlookeasily identify items infrastructure, enabling users to search and sort by Category
SFO: Create Case End-user + = Choose from up to 10 email-to-caserouting destinationscreated by the admin Select up to 10 emails to create cases
Search Smart Search: Only includes items used most frequently. Provides Results ordered based on the words searched and used the most. Allows you to pin specific objects to see what you want. Does not require Admin or End User setup. Smart Search: http://www.youtube.com/watch?v=n0HLO4_d3Vg Search Chatter feed Set the “Exact Refine search Phrase” and other posts terms and search options. again Take a guidedObjects display tour.in the orderthat yousearch/use themost. Pin theobjects you Corrected terms that do notwant at the top appear in the org‟s indexesof your results. “Search All” to and therefore do not have see objects that matches will not be shown weren‟t selected to the user as spelling for you. correction.
Chatter InfluenceChatter Influence: Measures who is driving collaboration with their Chatter contributions. Gives users a score based on posts, comments and likes received. Displays a hovering score on the profile.
Chatter Recommendations Recommended Popular File Get started with Chatter, one step at a time!
Chatter Recommendations Merged “What To Do Now” widget (“WTDN”)
Chatter Recommendations “More Like This” “ “People Also Viewed” widget on file detail page shows additional files that were often viewed together with the current file.
Chatter: Bookmarks Hover over any post to easily bookmark it. Just click on the bookmark All bookmarks can be icon found in a “Bookmarks” area of the Chatter tab nav. Decide to follow-up on bookmark threads via email notifications Bookmarked posts will show this icon. You can click on it to un- bookmark it.
Chatter: Share Posts You can now easily share any PUBLIC, TEXT and LINK/VIDEO posts directly from the feed. Comments are not carried over when sharing a post. In the Share dialogue, you’ll be able to see what the post will look like and add your own comments. The resulting post will contain a link back to the original. The original poster will also be notified when you share their post
@mentions Single List There’s no extra click to get to find a user to mention anymore. @mentions is now a single list of people you follow, everyone else, sorted by best match first.
Service Cloud– Chatter Answers– Live Agent– Case Feed– Console Push Notifications– Salesforce Knowledge Enhancements– Additional Service Cloud Enhancements
Chatter Answers A pre-packaged Service Cloud portal application. Accessed publicly on your site and doesn‘t require login. A blend of community answers (crowd sourced), corporate answers (KB Articles), and case management (Agents) into a unique feed for customers. Merges the search of Q&A from the community with the search of public Knowledge articles to streamline and increase questions and cases deflection. Unresolved QuestionKnowledgeBase (KB)Articles Resolved Questions
Chatter AnswersSupport Reps can:Customers can: Reply, sort, filter, remove and escalate customer questions from the Service Cloud Console. Q&A, KB articles, and Post questions and quickly access receive crowd sourced feedback. Remove or Respond privately or publicly to a customer depending on the escalate a informationreputation by providing responses and popular Build their in the post. post. answers. Moderate and take action on the quality of the posts added by customers. to ensure quality of comments and feedback. Flag posts Certify as best reply. Reply within the console.
Live Agent A way for you to communicate with customers via your website, public knowledge base or Customer Portal. A real-time, text-based chat channel that allows your Match your customers to contact your support agents instantly. website‟s Custom Place chat branding branding buttons in your chatanywhereSave chat windowtranscript Real time Buttons are customer dynamic service based on agent availability OFF-CYCLE RELEASE: Live Agent will be released outside of the regular release schedule. See the release blog for specific dates.
Case Feed Important case information stays at the top of each page in the highlights panel Communicate with customers, log calls, write internal notes A list of case and view case detail followers to see from within the feed other agents who are involved in An Articles tool makes it resolving a easy to search for and customer issue Filter case activities attach articles to a case by type or email Feed optimized for case management shows updates to a case
Console Push Notifications Visual indicators that show a record has changed Show the most up to date information Available on a variety of objects and fields Yellow when a record changes Blue if it‟s the last item you viewed Bold and italic texts indicates a field specified by an Administrator has changed.
Bookmark-able URLs Users can capture the URL for an existing Sub Tab via the new link icons
Push Notifications: List Views Spring „12 GA Push Changes to Agents when relevant records are Modified—no need to manually refresh a List View Avoid time wasted viewing or drilling down on stale rows of records
Push Notifications: Detail Pages Spring „12 GA Immediately Notify Users that the records they are viewing have been updated by other Users Eliminates time wasted viewing or editing stale information
Mobile Salesforce Mobile Software Development Kit (SDK) is Generally Available for iOS and Android! – Native OAuth implementation. – REST API Wrappers with transparent token management. – App Containers for accessing native device functionality from HTML5 apps Chatter Push Notifications – Help you stay aware of important chatter notifications. – Alerts that Chatter sends that show on the BlackBerry home screen. – Notify users if someone posts on the user‘s profile, mentions the user in a post, comments on the user‘s post, sends the user a message, and more. CUSTOMER IDEA: Chatter Push Notifications was submitted by a customer via the Idea Exchange.
Mobile UpdatesSalesforce Mobile DashboardsNow you can access your Salesforce dashboards and their source reports from your iPad! SalesforceMobile Dashboards keeps you in touch with your organization‘s data, performance, and trends, whetheryou‘re in the office or on the road.http://itunes.apple.com/us/app/salesforce-mobile-dashboards/id457642972?mt=8Salesforce for iPadSalesforce for iPad is a free, unofficial, unsupported, open-source app from Salesforce Labs. Its theeasiest way to browse your apps, tabs, and records in any Salesforce environment. Create, edit, clone,and delete standard and custom records. Supports every page layout, every field, every related list,every GE thru UE org.http://itunes.apple.com/us/app/salesforce-for-ipad/id458454196?mt=8Salesforce CRM for AndroidGet instant access to your Salesforce information on your Android devices (Smartphone and Tablet).Now with edit and create!https://market.android.com/details?id=com.salesforce.crm&hl=en
Analytics Edition Bucketing gives you on-the-fly segmentation and filtering based on custom data groupings you create in your report rather than the data model. Cross filters help you perform sophisticated analysis and exception reporting. Joined reports let you create and run reports containing data from different objects. More scheduled reports, scheduled dashboard refreshes, dynamic dashboards, and analytic snapshots. NOTE: Analytics Editions is a paid add-on product for PE with a fee for all the users in the org and included in EE, UE,.
Additional Information about BucketingWith Bucketing: Quickly categorize report records without creating formulas or custom fields. Define multiple categories (buckets) to group report values. Sort, filter, and group your report, just like any other field. Add up to five bucket fields per report, each with up to 20 buckets.
Key Capabilities – Numeric Bucketing Create a new bucket field for Deal Size Create ranges and name these ranges accordingly
Key Capabilities – Picklist Bucketing Create a new bucket field for Verticals Create new buckets for each vertical and move industry values into new buckets
Key Capabilities – Text Bucketing Create a newbucket field for Strategic Accounts Search for text values to bucket Create new buckets
Additional Information about Cross FiltersWith Cross Filters: Specify inclusion or exclusion of records using a WITH or WITHOUT condition. Apply cross filters by themselves or in combination with field filters. – Filter logic only applies to field filters—not cross filters. – Create up to three cross filters per report. – Add up to five subfilters for each cross filter.
Additional Information about Joined ReportsWith Joined Reports Easily view different types of activities and information in a single report. Combine data from multiple standard or custom report types – Add report types to a joined report if they have relationships with the same object or objects. Add report blocks to your reports to create multiple views of your data. CUSTOMER IDEA: Joined Reports was submitted by a customer via the Idea Exchange.
Dashboard FiltersSpring ‗12 dashboard enhancements include: Three filters per dashboard Filters for dynamic dashboards Post snapshots of filtered dashboards to Chatter Additional operators available on dashboard filters – Between operator to filter on ranges of values Support for filters on additional fields
Report & Dashboard Enhancements ―Recently Viewed‖ for Dashboards New Dashboard Category: Recently Viewed Change to Filters and Filter Logic Prompt to update filter logic after removing filterPlus… Drag-and-Drop Report Filters Up to 20 field filters on a report (increased from 10)
Dashboard View Page Redesign Click on Add Filter to create a dashboard filter Finder, action buttons, Auto-follow enabled for dashboard creator refresh message and “Viewing As” running user info on Label, Filters on the same line dynamic dashboards.3 filters, all field types,all operators including between operator *Edit Page Change: Add Filter link is now a button
Additional Analytics Training Additional Analytics Traininghttps://salesforce.adobeconnect.com/_a13852757/spring12analytics/Bucketing in Reportshttp://www.youtube.com/watch?v=QFYEtBtLHG4 Creating Joined Reportshttp://www.youtube.com/watch?v=BGOkixtzv7sDashboardshttp://www.youtube.com/watch?v=kAjo55U0Cws&feature=related
Force.com– Force.com System Overview Page– Visual Workflow Enhancements– Standard Cross-Object Field Updates– Global Search Enhancements– Visualforce Enhancements– Additional Force.com Enhancements
SandboxNew retention policy to optimize server capacity Un-activated sandboxes that are 30 days old will be deleted. – At least 3 notifications will be sent prior to scheduling the sandbox for deletion. Locked sandboxes that are 30 days old will be deleted. – At least 3 notifications will be sent prior to scheduling the sandbox for deletion.
What is the Force.com System Overview Page?* A place to see important usage data and limits in your organization. Drill into each See messages item for details that alert you when you reach 95% of your limit. Link to Checkout to purchase more
Schema Builder* Create and Edit custom objects, fields, and relationships. Drag-and-drop elements into the schema. Drag and Drop new fields onto the canvas Double Click on custom fields to edit them
Visual Workflow (included FREE in EE, UE starting Spring ‗12) Create and automate business process in the cloud, without any code! Use Visual Flow to build apps that allow users to: Navigate a series of screens Create branching logic Embed business rules Query/update Salesforce.com data Call out to external web services.
Visual Workflow: Cloud Flow Designer is Generally Available Deploy, Run & Test instantly Canvas to sketch out your process also creates and runs your flow Palette of elements which you can drag and drop on to the canvas
WorkflowCross Object Workflow- Field updates across standard objects Opportunity to Account Opportunity Line Item can update Opportunity Order Item can update Order Custom objects can update standard objectsRe-evaluate Workflows Field updates can re-trigger Workflow Rules CUSTOMER IDEA: Cross Object Workflow was submitted by a customer via the Idea Exchange.
Siteforce Repeater and Repeater elements let you connect to standard and custom objects, retrieve data, and dynamically display it on your site‘s pages. Data tables allow you to connect to, filter, and retrieve data on custom or standard objects and display the data on a page. Perform and display calculations on results returned form standard and custom objects on a page with Data Functions. Allow guests to view data from standard or custom objects on a site page and control data access on a per-site basis with Data Access Permissions
Siteforce (cont.) Create web-to-lead forms, capture customer details, or gather feedback on your products or services using Siteforce Forms. Folder management features allow you to organize your site content. URL redirects inform users and search engines that site content has moved. The import, export, and duplicate site features save time and money, because you can reuse all or parts of existing sites.
Siteforce (cont.) Partial publishing let‘s you publish selected items only. This speeds up publishing, especially if you have a large site.<HTML Publishers can add custom HTML attributes to pages andattribute> page elements, which are rendered on the HTML tag of the page element. As a publisher, you can now set a page‘s doctype property to HTML5, and take advantage of several semantic HTML5 elements that describe the content they contain.
Additional Siteforce Enhancements* Overview tab is reorganized for publishers and contributors. Sites is now Siteforce in the App picker. Open recently accessed sites. Open, create, d Exit Siteforce uplicate sites. Studio exit Siteforce Studio. Import assets Import assets, or preview the preview or site in a publish browser Select aaview changes. Select view window (Site pages, (Pages, style assets, all sheets, site content, recent View its config, View its contents. changes). templates… contents