Chatter Answers integrates Cases, Answers, Force.com Sites, Customer Portal, and Salesforce Knowledge to provide you with a Web community for your customers. It lets your customers:Post, browse, and reply to questions.Delete their own questions and replies.Flag questions and replies as spam, hateful, or inappropriate.Receive emails when their questions are answered or when best answers are chosen for questions they’re following.Collaborate publicly or privately with support agents to resolve issues.Search and review articles from Salesforce Knowledge.Vote on the usefulness of knowledge articles and answers.Upload photos of themselves to their user profiles.View other users’ total number of posts and number of replies marked as best answers by others.Chatter Answers lets service organizations and support agents:Create multiple Chatter Answers communities.Brand and customize communities.Respond to customers publicly or privately.Automate the creation of cases from questions via an Apex trigger and workflow rules.Deflect customer inquiries through community participation.Encourage community participation by publicly displaying user statistics.Moderate questions and answers from a Questions tab in Salesforce (or from the Service Cloud console).
Need to spice up your customer experience and increase customer satisfaction? Live Agent lets you add real-time Web chat to your existing customer service channels. Place chat buttons on your website, public knowledge base, or Customer Portal and allow your customers to contact your support agents instantly. This is the GA release of the Platform Native Live Agent product which provides a real-time text-based chat channel for multi-channel customer service.Live Agent (can be purchased starting 2/10)A dedicated console that lets agents easily manage chat sessions, view incoming chat requests, and transfer chats to other agents.Quick Text, which allows agents to create standard chat messages, such as greetings and reusable troubleshooting steps.Seamless integration with Salesforce records and Salesforce Knowledge articles in the chat console, giving agents easy access to customer information and knowledge articles.Chatlets, mini applications that run within the Live Agent console to extend its functionality.Visitor and chat transcript records, which let agents and supervisors view and monitor information about customers and their issues.The ability to customize your chat buttons and windows to include your company’s logo, specify the language users see, control how chats are distributed to agents, and associate each button with a specific agent skill set.Customizable agent configurations that let you create different chat experiences for agents and customers.
Case FeedThe future of case management is here! Case Feed introduces a new way of creating, reviewing, and updating cases, and isdesigned for agents in fast-paced environments who interact with customers via multiple channels, including phone, email,and portals.Case Feed includes:1. A customizable highlights panel that keeps the most important information about a case at the top of each page2. A Chatter feed optimized for case management that lists updates made to a case3. Publishers that let agents communicate with customers, log calls, write internal notes, and view details about cases, all from within the feed4. An Articles tool that makes it easy for agents to search for Salesforce Knowledge articles and attach them to cases or email them to customers5. The ability to filter case activities by type for a one-click view, such as a view of all emails associated with a case or all calls logged on it6. A list of case followers for an at-a-glance overview of other agents who are involved in resolving a customer’s Issue
Console Push NotificationsDo your support agents work off of a list or queue? Have multiple agents mistakenly worked on the same case at the same time? Well, not any more. With Spring ‘12, Service Cloud Console users can see in real-time when a record they’re working on has been updated by others. Visual indicators on lists and detail pages let console users know when a record or field has changed. These indicators let users work with the most up-to-date information, and help prevent them from duplicating the efforts of their teammates. Administrators choose when push notifications display and which objects and fields trigger push notifications.
Salesforce Mobile SDKThe Salesforce Mobile SDK is an open source suite of developer technologies that simplify the development of mobile applications.The Mobile SDK provides the following: Native OAuth implementations for Android and iOS that work out-of-the-box.OAuth access token management, including persistence and refresh capabilities. App containers for building hybrid applications.Chatter Push Notifications: As of August 2011, Chatter for BlackBerry users can take advantage of push notifications to stay aware of important Chatter activity. Push notifications are alerts that Chatter sends to the BlackBerry home screen when users aren’t using the app. The Chatter for BlackBerry app uses push notifications to notify a user when 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.
Analytics EditionIn Spring ‘12, we’re proud to introduce Salesforce Analytics Edition! SalesforceAnalytics Edition is a powerful new addition to Salesforce reporting. Analytics Edition gives your organization sophisticated tools for building flexible, powerful reports. You no longer need to spend hours in Excel or third-party business intelligence apps to gain business insight: Analytics Edition lets business users create the reports they need to gain decision-making insights against a deep and rich set of business data.With Analytics Edition, you get:Bucketing, which 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, which you use to perform sophisticated analysis and exception reporting. Joined reports, which let you create and run reports containing data from different objects. Additional scheduled reports, scheduled dashboard refreshes, dynamic dashboards, and analytic snapshots.For more information on Analytics Edition see www.salesforce.com/analytics or contact salesforce.com directly.
BucketingIn Spring ‘12, bucketing is generally available in Analytics Edition. Bucketing lets you quickly categorize report records without creating a formula or a custom field. When you create a bucket field, you define multiple categories (buckets) used to group report values. For example, create a bucket field named Size based on the # Employees field. Then, create buckets that group records into “Large,” “Medium,” or “Small” ranges that you define. Bucket fields can be used like any other field to sort, filter, and group your report.
Cross FiltersNow available in Analytics Edition, cross filters offer a robust new way to filter your reports by related objects. Your report filters can now specify inclusion or exclusion of records using a WITH or WITHOUT condition. These conditions can traverse related objects in a parent-child relationship so that you can specify Contacts with Activities or Accounts without Partners.Use cross filters to:Filter a report by an object's child objects using WITH or WITHOUT conditions. For example, filter a report to show just accounts with cases. You can apply cross filters by themselves, or in combination with field filters. Note that filter logic applies only to field filters—not cross filters. You can create up to three cross filters per report. Add subfilters to further filter by fields on the child object. For example, if you have a cross filter of Accounts with Opportunities, click Add Opportunity Filter and create the Opportunity Name equals ACME subfilter to see just those opportunities. You can create up to five subfilters for each cross filter.
Joined ReportsIn Spring ‘12, the joined report format is generally available with Analytics Edition. Joined reports let you view different types of activities and information in a single report, letting you create one report when, previously, you would have had to create several. You will now be able to report across multiple related lists. Or, to use the same report type, but have two lists with different filters. Joined Reports is the feature you need to be able to report across the data in different objects – or in different clouds or different apps. It is the only on-demand platform to have multiple queries bound together. Making the move from production report to BI.For example, with joined reports you can create a report comparing the number of support cases that are new, closed, or in-progress by priority. Similarly, you can use joined reports to create a report containing each of your organization’s deals, and the sales team members and products associated with each deal.A joined report consists of up to five report blocks, which you add to the report to create multiple views of your data. For each block, you can add regular and summary fields, create custom summary formulas, apply filters, and sort columns. You applygroupings across all blocks in the report, and can add up to three groupings to the blocks, the same as for the summary format.
Dashboard Filter EnhancementsIn Spring ‘12, we’ve enhanced dashboard filters. Now, administrators can create up to three filters per dashboard (previously, only one filter was available). Administrators can create up to three filters for each dynamic dashboard. Filtering dynamic dashboards gives administrators additional flexibility in creating reports. For example, an administrator can create an organization-wide sales scorecard that contains sales rep and product filters. This allows individual sales managers to view their reps’ performance collectively as well as individually. It also lets them view sales by product to understand which products specific reps are or aren’t selling. Administrators add filters to dynamic dashboards the same was as for standard dashboards and users apply filters to dynamic dashboards the same as standard ones.Additionally, filters are available for dynamic dashboardsUsers can post snapshots of filtered dashboards to Chatter and dashboard feeds. When a user clicks the snapshot title, they’re taken to the filtered view of the dashboard if the filters are still valid. If they aren’t they see the unfiltered dashboard. We’ve also added additional operators to dashboard filters, and support for filters on additional fields. With Spring ‘12, you can filter on date, date/time, and currency fields in addition to picklist, lookup, and text fields. We’ve also added support for additional filter operators. Specifically, we’re introducing: Not equal to, Less than, Greater than, Less or equal, Greater or equal, Contains, Does not contain, Start with, Includes, Excludes With the additional operators, dashboard filters now support the same set of operators as report filters. We’ve also introduced a new filter: “between.” Use the between operator to get results that are greater than or equal to a minimum value and less than a maximum value. For example, if you enter “Number of Employees between 100 and 500,” your results include accounts with 100 employees up to those with 499 employees. Accounts with 500 employees aren’t included in the results. The between operator is available for dashboards only.
There are additional analytics enhancements you should be aware of:When you remove a filter, it’s crossed out in the filter list, and you must remove the filter’s number and operator from the filter logic. For example, let’s say you have a list of filters with the filter logic “1 AND 2 AND (3 OR 4) AND 5”. If you remove the fourth filter, you’ll see it crossed out in the list, and you must remove “OR 4” in the filter logic. Once you click OK, the filter logic and list of filters automatically adjust sequentially.We’ve made these changes to the dashboard finder:We’ve added the “Recently Viewed” category to the finder results. “Recently Viewed” contains the dashboards that you’ve viewed most recently and match the search criteria. The category contains up to five dashboards.Previously, dashboard finder was disabled for users with access to more than 20,000 dashboards. This limitation has been removed. Previously, the dashboard finder was disabled for Internet Explorer 6 users with access to more than 1000 dashboards. This limitation has also been removed.The ghost text has been simplified: it now says “Find a dashboard...” instead of “Type here to search for a dashboard...”We’ve made the following enhancements to Reports:We’ve increased the limit for the number of field filters on a report. In Spring ‘12, a report can have up to 20 field filters. Filters on dashboards using that source report count against this limit. For example, if a report with 20 filters is used on a dashboard, any dashboard filters won’t be applied for that component, since the limit has been exceeded.You can add field filters by drag-and-drop. In report builder, simply drag a field from the Fields pane to the Filters pane.
In Spring ‘12, we’ve updated our sandbox retention policy to optimize our server capacity and support growth of our sandboxinfrastructure. Capacity can affect the performance, backup, and replication of your sandbox instances. These policies helpensure that sandboxes use capacity more efficiently.Sandbox Retention PolicyUn-activated SandboxesNew sandboxes that aren’t activated within 30 days will be deleted. You’ll get at least three notifications prior to schedulingthe sandbox for deletion.Locked SandboxesSandboxes that have been locked for 30 days will be deleted. You’ll get at least three notifications prior to schedulingthe sandbox for deletion. Sandboxes become locked when all the licenses for that type of sandbox expire.
Force.com System Overview: Ever get half-way through a custom app development project on Force.com and realize you’ve hit your custom object limit, resulting in costly delays? Ever have your customer portal signups blocked because you are out of Portal Roles? Ever wonder if that AppExchange app you just installed is putting you over your custom tab limit, or if those tabs are “Aloha” and don’t count? With Spring ‘12, you can see important usage data and limits in your organization at a glance on the System Overview page. Visit the System Overview page when you are planning an app development or app expansion project. Also, personalize your Force.com Home page by adding System Overview messages, then the system keeps track of your usage and notifies you when you are approaching a limit, right at the top of the Force.com Home page.Starting in Spring ’12, the system overview page shows usage data and limits for your organization, and displays messageswhen you reach 95% of your limit (75% of portal roles). Click statistics to get more details about your usage. If it’s available, use Checkout to increase usage limits for your organization. For example, if your organization reaches the limit for licenses, the system overview page shows a notification. Click the link to clean up any unused licenses, or visit Checkout to increase your limit for licenses. The system overview page displays usage for: Schema, API usage, Business logic, User Interface, Most used licenses, and Portal Roles.
System Overview page in the production org clarifies that there is enough room to add the new application, and enough licenses to roll it out to a new department.A Force.com Admin installs an AppExchange app with 10 custom tabs in it. They worry that this will use up those tabs for future app development. They check the System Overview page and see that those tabs did not change their count.A CRM Admin maintaining a Customer Portal configures their System Overview messages to display the Portal Roles messages on the Force.com Home page, so that every time they log in, they will see a message if they are at 75% or more of their usage.
The Schema Builder is used for reviewing your Salesforce schema, showing the Salesforce objects of which it is composed, as well as the relationships between objects. New in Spring ‘12, we’ve added the ability to create and edit custom objects and most field types in the Schema Builder. You can now make schema changes in the context of your entire model. You can create new custom objects, custom fields, and relationships with schema builder. This eliminates the need to click from page to page to find the details of a master-detail relationship or to add a new custom field to an object in your schema. For example, if you’re using schema builder to view the details of your schema, you can add a new custom object without leaving schema builder. The drag-and-drop interface lets you easily add a custom object or new field, and saves the layout of your schema any time you move an object.Creating Objects with Schema Builder1. Click the Elements tab.2. Click Object and drag it onto the canvas.3. Enter information to define your object. See “Schema Builder Custom Object Definition” in the online help for a list of object definitions.4. Click Save.Creating Fields with Schema Builder1. Click the Elements tab.2. Click a field and drag it onto an object on the canvas. See “Schema Builder Custom Field Definition” in the online help for a list of available fields.3. Enter a Field Label. The Field Name is automatically populated based on the field label you enter. This name can contain only underscores and alphanumeric characters, and must be unique in your organization. It must begin with a letter, not include spaces, not end with an underscore, and not contain two consecutive underscores. Ensure that both the custom field name and label are not identical to the name and label of any existing standard or custom field for that object. Identical values may result in unexpected behavior when you reference that name in a merge field. If a standard field and custom field have matching names or labels, the merge field displays the value of the custom field. If two custom fields have matching names or labels, the merge field may not display the value of the field you expect. For example, if you create a field label called Email, the field name automatically populates as Email__c. If you also have a standard field with the label Email, the merge field may not be able to distinguish between the standard and custom field names. Make both the custom field name and label unique by adding a character to each, such as Email2 and Email2__c, respectively.4. Enter a Namespace Prefix.5. Enter a Description of the custom field.6. Enter Help Text to detail the purpose and function of a custom field.7. Enter a Default Value to automatically insert a value of a custom field when a new record is created.8. Depending on the custom field type you choose, enter any remaining field attributes.9. Click Save.
The Schema Builder provides features that enable administrators and developers to graphically view how the Salesforce objects in their organization are related, showing lookup relationships and master-detail relationships with color-coded links. Additionally, the fields of the objects are displayed and required fields are highlighted.Tools for filtering and moving through the schema allow users to focus on specific sets of Salesforce objects.The drag-and-drop interface lets you easily add a custom object or new field, and saves the layout of your schema any time you move an object.
Use the Metadata API to create, access, and edit cloud-based flows.Include Flows in change sets and managed and unmanaged packages.Up to 50 versions per flow.Use Record Delete in the Cloud Flow Designer to delete one or many records.Customize labels in the Cloud Flow Designer with the rich text editor.Choices and dynamic choices are standalone resources.Value and resource drop-down lists now include Global Constants.Route users through multiple outcomes from any decision element.Cloud Flow Designer—Generally AvailableWith Spring ‘12, the Cloud Flow Designer is now generally available. The Cloud Flow Designer is native to Salesforce. With it, you can create new flows and manage their content directly from the flow list and detail pages. Help business developers quickly design and deploy processes and applications in the cloud. You can enable ISVs and foster vertical marketplace for Flows and Flow plug-ins with Packaging.Flows in the Metadata APIYou can now use the Metadata API to create, access, and edit cloud-based flows. For all the details, see the new Flow metadatatype in the Force.com Metadata API Developer's Guide.Flows in Change Sets and PackagesFlows created in the Cloud Flow Designer can now be included in change sets and in both managed and unmanaged packages.For more information, see “Flows in Change Sets and Packages” in the online help.Flow Version Limit IncreasedWe’ve increased the number of versions allowed to 50 for each flow.Record Delete ElementStarting in Spring ’12, use a Record Delete element in the Cloud Flow Designer to delete one or many records, dependingon how you set your filter criteria.Label Fields Now Rich TextIn the Cloud Flow Designer, anywhere you can create a label for a field, you can now customize the label using a rich texteditor.Choices as Flow ResourcesIn Spring ‘12, choices and dynamic choices have become standalone resources. As a result, any choice option you create, eitherdirectly within the Screen element or from the Resources tab, can be referenced and reused elsewhere in your flow.Global ConstantsIn any value or resource drop-down list in the Cloud Flow Designer, you may see a section called GLOBAL CONSTANT.Global constants are system values that, depending on the context of the drop-down list, let you assign EmptyString, True,or False as the value for that field.Decision Element No Longer BooleanThe Decision element in the Cloud Flow Designer has been enhanced to handle multiple outcomes. You can now create manyoutcomes and define discrete conditions for each. When you draw a connector from the Decision element to other elements,you may then choose which outcome to assign to that connector.
With Spring ‘12, cross-object field updates in workflow rules now support standard objects. Both custom-to-standard and limited standard-to-standard relationships are supported.Workflow Field Updates Can Retrigger Workflow RulesWe added a new checkbox option to workflow field updates that allows you to select whether you want a field update to triggera re-evaluation of all workflow rules on the object.Here’s how it works:• If the field update changes the field’s value, all workflow rules on the associated object are re-evaluated. Any workflowrules whose criteria are met as a result of the field update will be triggered.• If any of the triggered workflow rules result in another field update that’s also enabled for workflow rule re-evaluation, adomino effect occurs, and more workflow rules can be re-evaluated as a result of the newly-triggered field update. Thiscascade of workflow rule re-evaluation and triggering can happen up to five times after the initial field update that startedit.• In a batch update, workflow is only retriggered on the entities where there is a change.• Only workflow rules on the same object as the initial field update will be re-evaluated and triggered.• Only workflow rules that didn’t fire before will be retriggered.• Cross-object workflow rules and time-based workflow rules aren’t candidates for re-evaluation.• Cross-object field updates that cause a field value to change don’t trigger workflow rule re-evaluation on the associated Object.Custom Object to Standard ObjectYou can use cross-object field updates for custom objects that are children of certain standard objects in a master-detail relationship. The standard objects which support cross-object field updates are: Account, Asset, Campaign, Case, Contact, Contract, Contract Line Item, Entitlement, Opportunity, Order, Question, Quote, Service Contract, Solution.Standard Object to Standard ObjectYou can now use cross-object field updates for standard objects that are children of standard objects in a master-detail relationship. However, only a few standard-to-standard relationships are supported. Case Comments updating Case and Email updating Case were supported previously. The new relationships that we’ve opened up are: Opportunity Product updating Opportunity, Opportunity updating Account—Supported for both business accounts and person accounts.
For publishers, Spring '12 introduces Siteforce data services, which combine many new features that let you connect to Salesforceobjects. Retrieve data from your organization’s objects and display it on your site pages, or alternatively, gather and submitdata from your customers.Repeaters and Repeater Elements—Generally Available:With the Spring ‘12 release, repeater and repeater elements are now generally available to publishers. Together, these twopage elements let you connect to standard and custom objects, retrieve data, and dynamically display it on your site’s pages.And when you update data in an object, the changes are reflected automatically on the live site—no site updates required!A repeater:Connects to a standard or custom object and returns a data set based on the filter criteria that you specify.Contains repeater elements that are directly related to individual fields in the Salesforce object.Can contain custom code that can access the object’s fields. It can also contain other page elements that can’t access the object’s fields, such as panels for layout.Can be controlled with a custom button that lets users page through the data for easy viewing.Data TablesIn addition to repeaters and repeater elements, we’ve introduced data tables as another way for publishers to connect to standardor custom objects, filter and retrieve data, and display the records on the page. The records are automatically displayed in atable which you can quickly customize using themes. To add a data table to your page, drag it from the Page Elements panein Siteforce Studio onto the page canvas. See “Using a Data Table to Retrieve Data” in the online help.Data FunctionsSpring ‘12 enhances data services features with the introduction of data functions. Publishers can use this page element toconnect to standard or custom objects, perform calculations on the returned results, and display the calculation on the page.For example, for a particular field in an object, you can use a data function to calculate the total value or the average amountof all returned records. Combine it with other data services features like forms to collect comments from your customers anddisplay the number of comments received. Add a data function to a page by simply dragging it from the Page Elements panein Siteforce Studio onto the page canvas. See “Using Data Functions” in the online help.Data Access PermissionsSites built with Siteforce are publicly available, so visitors access the site via the Guest User license that’s associated with thesite. By default, site visitors have access to information made available in an active public site, such as the site’s pages and assets. To allow guest users to view data from standard or custom objects on a site page, however, you must edit the site’s guest user profile. Each site has a separate Guest User license, so you can control data access on a per-site basis.
FormsForms complete the Siteforce data services feature set by letting you submit data to your organization’s standard or customobjects. Create web-to-lead forms, capture customer details, or gather feedback on your products or services. As with the otherdata page elements, publishers can add a form to a page via the Page Elements pane in Siteforce Studio. See “Adding a Formto the Page” in the online help.Folder Management: As a publisher, you can manage folders and items using the All Site Content view on the Overview tab in Siteforce Studio.From All Site Content, you can:Create and manage folders and filesImport assetsCreate site pagesCreate page templatesCreate style sheetsThis flexibility lets you organize your site in a way that makes sense to you. You can also manage your assets from the All SiteContent view without switching to the individual views for pages, style sheets, and assets.URL RedirectsIf you move or reorganize pages in your site, search engines may have trouble finding the new page locations. To avoid this and to have friendly URLs, publishers can set up URL redirects to inform users and search engines that site content has moved. You can use URL redirects to:• Maintain search engine ranking. For example, if you change a page’s name from “Gadgets” to “Widgets,” creating a redirect rule from /Gadgets to /Widgets lets you restructure the site without affecting your page ranking.• Make URLs more readable and memorable. For example, site visitors will find long or numeric page names, such as /widget65AD890004ab9923, difficult to remember. Instead, you can provide them with a short, friendly URL, such as /widget, and create an alias that redirects to the correct page when the user uses the short URL alias.• Assist with migration from another system to Siteforce. For example, if your old site ran on PHP (for example, http://widgets.com/index.php), you can create a redirection rule to the new page in Siteforce. To add redirects to your site, click Site Configuration > URL Redirects on the Overview tab in Siteforce Studio. See “Creating URL Redirects in Siteforce” in the online help.Import, Export, and DuplicateThe import, export, and duplicate site features are especially helpful if you don’t want to start from scratch to build a new site. Available from the Siteforce tab in the Siteforce app, these features save time and money, because you can reuse all or parts of existing sites. For example, let’s say you have several ideas for home page layouts. Using the duplicate feature, you can create one initial site, duplicate it, and then make the other prototypes. The export and import features allow you to export an entire site to your hard drive, and then import it into another org. Only users with the “Manage Users” and “Customize Application” permissions, and the Siteforce Publisher User field enabled on their user detail page can duplicate, import, and export sites. See “Duplicating a Siteforce Site,” “Exporting a Siteforce Site,” and “Importing a Siteforce Site” in the online help.”
Partial Publishing:For publishers, Spring ’12 introduces partial publishing, which lets you publish selected items only, and folder management features for organizing your site content, along with URL redirects, custom HTML attributes, and new HTML5 additions.Plus, we’ve revamped the Overview tab in Siteforce Studio for both publishers and contributors, and reorganized theway site components are displayed. When you update your site, instead of publishing the entire site, you can publish only the items you want. This can speed up publishing considerably, especially if you have a large site. When you click Publish Changes, you see a list of all changes that were made since the last time the site was published. Items are listed by type and include all changed pages, templates, style sheets, and assets, which you can select or deselect. If an item has dependencies, they will be selected along with the main item. HTML Attributes:Publishers can add custom HTML attributes to pages and page elements, which are rendered on the HTML tag of the page element. HTML5 DoctypePropery:As a publisher, you can now set a page’s doctypepropertyto HTML5, and take advantage of several semantic HTML5 elements that describe the content they contain. See “Changing a Page’s Doctype Property” and “Changing a Panel’s Render Tag Property” in the online help.
Reorganized Overview Tab:PUBLISHERS:Select a view on the Overview tab to view its contents.Site Pages—Create site pages, open and edit exiting pages, access page options, and organize the site map. You can also switch between the site map view ( ) or the list view ( ).Page Templates—Create page templates to base your site pages on, open and edit existing templates, and access template options.Style Sheets—Edit the site’s style sheet or create new style sheets.Assets—Import and manage assets, such as images and files.All Site Content—Create folders to organize your site content. In this view, you can also create pages, templates, and style sheets, and import assets.Recent Changes—View information about the most recently modified files.Site Configuration—Configure site properties such as the site name, create URL redirects, and manage domain information.Use the toolbar (3) to:Import assets, such as images and files.Preview your site or generate an anonymous preview link to send to other users.Publish your recent changes.Use the site's pull-down menu (4) to:Open recently accessed sites.Exit Siteforce Studio and return to Salesforce.Create and open a new site. Only users with the “Manage Users” and “Customize Application” permissions and the Siteforce Publisher User field enabled on their user detail page can create and import sites.Duplicate the site. Only users with the “Manage Users” and “Customize Application” permissions and the Siteforce Publisher User field enabled on their user detail page can duplicate sites.CONTRIBUTORS:Select a view (1) on the Overview tab to view its contents (2).Site Pages—View and edit pages, or create site pages, if available.Assets—Import assets, such as images and files.All Site Content—View all of the site’s pages, images, and files.Recent Changes—View information about the most recently modified files.Use the toolbar (3) to:Import assets, such as images and files.Preview the site in a browser window.Use the site's pull-down menu (4) to:Open recently accessed sites.Exit Siteforce Studio and return to Salesforce.
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