2023-05 Stockholm Admin Community Group - Summer '23.pptx

Agenda
● Network
● Intro and welcome
● Summer ‘23 highlights
● Network
OBS! Random quiz questions during the sessions!

Is Codey a Cat?
It’s ok to Google!
Prize question!
(example)

Emelie Hammarberg Mehdi Ouakim
Senior CRM Specialist
NTM
Head of Business Operations
Scrive
Jesper Klang
CRM Solution Lead
Svea Solar
Have a suggestion of what we should do
for an upcoming event? Reach out to us!

Thank you!
For letting us host the
event here!

Join the Trailblazer Community Group!
Not a member of the
Group yet?
Search for ‘Stockholm’ in
Trailhead, and join the
Admin Group,
Stockholm, SE
Today’s content will be
posted afterwards

Consider joining the other groups too!
Find them in the Trailblazer Community and
trailblazercommunitygroups.com
Admin
Jesper Klang
Architects
Nidhi Gupta
Marketing
Linda Forsström
Torres
Marketing
Frida
Gustafsson
Tableau
Waleed
Elhardallou
Nonprofit
Annie Öhman
Nonprofit
Tina
Zetterlund
Marketing
Tommy
Bryngelsson
Admin
Mehdi
Ouakim
Admin
Emelie
Hammarberg

What’s new in
Summer ‘23?
Jesper Klang
Group Leader

Summer ’23 Release
Overview Deck
Prepared by the Global Readiness team
Slice and dice this presentation as needed to train yourself and
your users on the Summer ’23 release highlights.
If you’re looking for a high-level overview across all the clouds,
check out Release in a Box

This presentation contains forward-looking statements about the Company’s financial and operating results, which may include expected GAAP and non-GAAP financial and other
operating and non-operating results, including revenue, net income, earnings per share, operating cash flow growth, operating margin improvement, expected revenue growth,
expected current remaining performance obligation growth, expected tax rates, stock-based compensation expenses, amortization of purchased intangibles, shares outstanding,
market growth, environmental, social and governance goals, expected capital allocation, including mergers and acquisitions, capital expenditures and other investments, expectations
regarding closing contemplated acquisitions and contributions from acquired companies. The achievement or success of the matters covered by such forward-looking statements
involves risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, the Company’s results could differ materially
from the results expressed or implied by the forward-looking statements it makes. The risks and uncertainties referred to above include those factors discussed in Salesforce’s reports
filed from time to time with the Securities and Exchange Commission, including, but not limited to: risks associated with our ability to successfully integrate Slack Technologies, Inc.’s
operations; our ability to realize the anticipated benefits of the Slack Technologies, Inc. transaction; the impact of Slack Technologies, Inc.’s business model on our ability to forecast
revenue results; disruption from the transaction making it more difficult to maintain business and operational relationships; the impact of, and actions we may take in response to, the
COVID-19 pandemic, related public health measures and resulting economic downturn and market volatility; our ability to maintain service performance and security levels meeting the
expectations of our customers, and the resources and costs required to avoid unanticipated downtime and prevent, detect and remediate performance degradation and security
breaches;
our ability to secure and costs related to data center capacity and other infrastructure provided by third parties; our reliance on third-party hardware, software and platform providers;
the effect of evolving domestic and foreign government regulations, including those related to the provision of services on the Internet, those related to accessing the Internet, and
those addressing data privacy; current and potential litigation involving us or our industry, including litigation involving acquired entities such
as Tableau; regulatory developments and regulatory investigations involving us or affecting our industry; our ability to successfully introduce new services and product features,
including any efforts to expand our services beyond the CRM market; the success of our strategy of acquiring or making investments in complementary businesses and strategic
partnerships; our ability to compete in the market in which we participate; the success of our business strategy and our plan to build our
business; our ability to execute our business plans; our ability to continue to grow unearned revenue and remaining performance obligation; the pace of change and innovation in
enterprise cloud computing services; the seasonal nature of our sales cycles; our ability to limit customer attrition and costs related to those efforts; the success of our international
expansion strategy; the demands on our personnel and infrastructure resulting from significant growth in our customer base and operations; our dependency on the development and
maintenance of the infrastructure of the Internet; our real estate and office facilities strategy and related costs and uncertainties; fluctuations in, and our ability to predict, our operating
results and cash flows; the variability in our results arising from the accounting for term license revenue products; the performance and fair value of our investments in complementary
businesses through our strategic investment portfolio; our ability to protect our intellectual property rights; our ability to develop our brands; the valuation of our deferred tax assets and
the release of related valuation allowances; uncertainties regarding our tax obligations in connection with potential jurisdictional transfers of intellectual property; uncertainties
regarding the effect of general economic conditions; and risks related to our debt and lease obligations.
Forward-Looking Statements
031621

Enhanced Lightning Dashboards
Rich Text, Image and Top 5 Filters
Customer Need
Desire to add enhanced data to Lightning Dashboards.
Solution / How To Configure
Rich text and images can now be added to Lightning
Dashboards, and top level filters are also increased from 3 to 5.
Submit a ticket to Salesforce Support to activate this feature.
Use Case
Ability to add images such as logos and banners.
Ability to add Text to different components.
Ability to filter the Dashboards and make it more focused.
Impact
User experience and productivity
Unlimited Edition
only

Unified Analytics Home (GA)
Get all your insights in one place
Customer Need
Management, discovery, and consumption of analytical content in an
easy way regardless of the technology used to create the content.
Leverage the Analytics Tab, which provides a new and improved home
experience to Reports and Dashboards users.
Use Case
Users can now create, find, and manage their Reports and Dashboards
in a single place with a more powerful search, better browsing with
filters, and ability to customize their home experience.
Impact
Improved enablement, onboarding & education
Elevated user experience
CRMA Not Required

Name one Salesforce analytics product outside
of Salesforce Core
Prize question!

Support for Quick Actions on Related
Lists (Open Beta)
Feature is auto enabled and is in Beta for Summer ‘23 release
Customer Need
Admins currently have no way to add custom quick actions to the related
list and need to add actions on the highlight panel which impacts user
experience.
You can now use custom quick actions on the related lists and they will
be able to configure custom quick actions both on Page Layout Editor
and Dynamic Related List in App Builder. Only Create/Update Quick
Actions are supported.
Use Case
Mass Create Quick Action directly from the Related List
Mass Update Quick Action to update e.g. status of more than one case
from the Account Related List
Impact
End user and admin productivity

Dynamic Forms Horizontal Alignment
Align fields across columns on lightning pages
Customer Need
End-users want better visual experience on lightning pages with
dynamic forms configured on it. This feature enables admins to
configure horizontal alignment of fields across columns in a field
section component.
Set “Align Fields Horizontally” attribute on Field Section
component in the Lightning App Builder.
Use Case
Optionally align fields across columns in a field section component
on lightning pages with dynamic forms.
Impact
Enhanced user experience

Set Field Level Security on Permission
Sets instead of Profiles
Customer Need
Admins can now easily set FLS on permission sets during field creation or
edit making it easier to use permission sets over profiles.
Setup -> User Management Settings -> Set FLS on Permission Sets
Setup -> Object Manager -> Object -> Create New field
Setup -> Object Manager -> Object -> Field -> Set Field Level Security
Use Case
Admins are using permission sets and permission set groups over profiles
when they grant their users access to fields. This feature improves
efficiency by avoiding needing to navigate to every permission set
individually to set FLS.
Impact
Admin Efficiency

User Access Policies [Open Beta]
Apply User Access Automatically or in Mass
Customer Need
Easily grant or revoke user access to permission sets, permission set
groups, permission set licenses, package licences, groups, and queues.
Enable in user management settings. Once enabled you will be able to
configure up to 20 User Access Policies in an active state or as many
as needed for mass migration.
Use Case
Identify users by attributes on the user record, user entitlements, or set
an active user access policy to apply access when users are created or
updated.
Impact
Admin Efficiency
UE & EE
only

Dynamic Forms on Mobile (Open Beta)
Addresses one of the top voted ideas on IdeaExchange!
Customer Need
Our customers have highlighted the need to provide a simpler experience
for end users while on the go.
Available on an opt-in basis from the mobile settings area in the Setup
menu. Once opted in, enable the feature from Lightning App Builder. For
pages that have already been upgraded to Dynamic Forms, remove the
Record Detail - Mobile component from the page, and forms will be
rendered on mobile. For pages that have not yet been upgraded, the
legacy component will no longer be added to the page upon upgrade, and
Dynamic Forms on mobile will work without additional configuration.
Use Case
Tailor layouts based on record data, user details, and form factor.
Impact
Mobile user productivity and experience

What’s the name of the functionality we use to
select which Actions to show using Lightning
App Builder?
Prize question!

The “Create New Process
Builder” Button Is Disabled
Customer Need
We will be initiating an end-of-life for Process Builder and Workflow
Rules. We realize that migration of existing automation is a very long
process, but in the interim we want to ensure no additional effort is
invested into new automations using Process Builder.
Solution
The radio button for creating new and cloning an existing process as a
new process has been disabled. Existing processes can be edited,
activated, deactivated, and have new versions created, so admins can
still manage all their existing automation. The API has not been
touched, so admins doing CI/CD or migrating between orgs or
sandboxes will also not be impacted. Developer Edition orgs will not
be impacted.
Impact
Org scalability and performance

Migrate to Flow Supports
Scheduled Actions
Customer Need
Customers need to migrate their Process Builder processes to Flow Builder
flows. We have an automated migration tool to help you in that process. It
now supports Process Builder processes with scheduled actions.
Solution / How to Configure
The Migrate to Flow tool will migrate a row with scheduled actions as long
as only one row of criteria is selected. This allows for the Process Builder
decision element to be migrated to an entry condition which will ensure the
Scheduled Path runs correctly. If multiple rows are selected, only the
immediate paths will be migrated.
Use Case
Admins migrating from Process Builder to Flow want to use the Migrate to
Flow tool to migrate Scheduled Actions criteria groups.
Impact
Faster migration, admin productivity

Flow Builder Canvas Enhancements
Customer Need
Simpler and easier flow building experience for users that’s
inclusive to those that are sight impaired.
This feature provides an element button - a small circle that,
when hovered over, expands to a plus button. There is now
less white space between elements and element icon colors
are updated with higher contrast.
Use Case
Simpler canvas that requires less scrolling.
Impact
User productivity
Inclusivity for those sight-impaired

Reactive Screen
Components (Open Beta)
Customer Need
Screen Flows today are over reliant on the ‘Next’ button to get
components to talk to each other. With reactivity you can consolidate
screens to prevent user decision fatigue and increase form completion
efficiency, accuracy, and speed.
Configure screen components so that they react to the changes in other
components on the same screen.
Use Case
A Sales rep uses a ‘Contact Quick Edit’ form to quickly make changes
to an accounts’ related contacts as they are on the phone with them,
saving them from jumping around Salesforce records.
Impact
User productivity

Customer Need
Screen Flows today are over reliant on the ‘Next’
button to get components to talk to each other. With
reactivity you can consolidate screens to prevent user
decision fatigue and increase form completion
efficiency, accuracy, and speed.
Formula Resources on a screen that reference
components on the same screen will now
automatically calculate real-time. Simply set a
component’s default value to a formula resource.
Only certain formula functions are supported and the
org must be opted into the Reactive Components Beta
and using the latest API version. Refer to
documentation for details.
Reactive Formulas
(Open Beta)
At Runtime
Configuration

Which function is used for rounding down a
number?
Prize question!

Choice Lookup (now GA)
Incremental search using Choice Lookup
Customer Need
In the world of Screen Flows, organizations need a component
that simplifies the process of selecting options from a long list.
Create a new component named “Choice Lookup” and construct
different Resource Types using Configure Choices. At “Choice
Lookup”, once you start typing in the component, results are
fetched automatically.
Use Case
Viewing a large number of records that cannot be displayed in
the dropdown
Impact
User experience and productivity

Display number of items fetched and selected items
Data Table Enhancements
Display maximum of 1500 items
Customer Need
A data table is an extensively used feature, which needs
adequate performance while scrolling down the table.
We restricted Data Table to display 1500 records which ensures
that the table remains responsive and fast. To improve the
transparency and usability of the table, we started showing the
number of items that are fetched and the number of items that
the user selects from the large list of the Data Table.
Use Case
Examine many records without any performance degradation.
Impact
Improved performance - ~1.5 seconds to Search 25k records

Data Table Enhancements
Search for a desired record
Customer Need
Fast access to a desired record inside the Data Table.
We have improved the user experience to quickly find the
relevant record using the search bar, which can be enabled
from the Data Table properties.
Use Case
As an Insurance Agent, I would like the ability to search for
a policy via the search bar.
Impact
User productivity (avoid scrolling)
Search enabled in the Data Table

Send Email Action
Enhancements

Track Emails Sent for the Send Email Action
Customer Need
Organizations need traceability and history of automated emails.
Automatically log to a record’s timeline when an email is sent using the
Send Email action. Log to a person record (leads, contacts, person
accounts), a non-person record (account or opportunity), or both.
Note: Logging emails with the Send Email action changes the API called
by the action, which can impact your daily email-sending limit.
To send and log an email to a contact record and also log to its related
account record, set Log Email on Send to {!$GlobalConstant.True} (1).
Then, set Recipient ID to the contact record’s ID (2) and Related Record
ID to the account record’s ID (3).
Impact
Increase visibility of what emails have been sent to which customers

Use Email Templates for Send Email
Reuse email content for your Flow emails
Customer Need
Organizations need the ability to reuse email content for automated
emails powered by Flow.
Use email templates in the Send Email action. If your email template
has merge fields, you can use the recipient record, a related record, or
both to populate the merge fields.
Use Case
For example, to send an email to a contact using an email template with
Contact and Account object merge fields, set Email Template ID to the
ID of the email template to use (1). Then, set Recipient ID to the contact
record’s ID (2) and Related Record ID to the related account record’s ID
(3).
Impact
Increase admin productivity

What’s the name of the action we used to send
an email in Process Builder?
Prize question!

Customer Need
Sales organizations create multiple opportunities that represent the same
deal in order to represent the deal by product mix, resulting in complex
implementations.
Enable an Opportunity Product Split for an Opportunity Split type and add
the Splits Component to Opportunity layouts.
Use Case
Sales users can define splits by product line item.
Users can specify team members and their credit for each product in the
deal. Flows and triggers can also be leveraged to create an opportunity
product split.
Impact
Faster time to value
Scalability in Opportunity implementations
Opportunity Product Splits
Team Selling by Product Mix
Sales Cloud Enterprise &
Unlimited Editions

Salutations for Inclusivity
Manage Salutations
Customer Need
The standard Salutation field values were limited to traditional salutations
used, limiting a customer’s capabilities to be more inclusive in how their
customers identified themselves.
Salutations were previously editable in Salesforce Classic. Now
administrators can now manage salutation values in Lightning
Experience, and can add new values that are more inclusive. This is
automatically available in new orgs.
Use Case
Customers who identify with non-traditional salutations can now be
identified with the salutation that best suits them.
Impact
Increased inclusivity

Bring Your Own Data to Forecasts
Make external data visible in your forecast
Customer Need
Organizations often need to navigate between Salesforce and
external applications where data is stored to drive accurate
forecasting decisions.
A custom column can be created on the forecast page to bring in
data from external sources via API. Admins can extract data from
external sources using Object field mapping and Forecast settings.
Use Case
Sales Leaders can holistically view all forecasting details in one
place.
Impact
Single Source of Truth
Forecast accuracy and confidence
EE, UE & Suites

Lightning Editor (Open Beta)
Customer Need
Provide an improved composing experience for Email-to-Case
composers, with features like a full-screen mode, advanced table
editing, accessibility checker, and seamless copy/paste from
Google/Microsoft.
Go to the Release Updates in Setup, and enable the beta.
Use Case
All agents composing emails in the docked composer or the case
feed composer will see the new and improved Lightning Editor.
Impact
Increased agent productivity

Find Contact Associated with E2C
New Flow Template
Customer Need
Organizations lacked a way to easily construct a flow to find a Contact in
CRM that was associated with an individual who emailed the Email-to-
Case routing address.
We have created a new template in Flow called “Find Contact Associated
with Email-to-Case” which will offer a starting point for how to search
Contacts for an email address, and automatically associate the incoming
case with the found contact.
Use Case
See a related contact when a case is selected and this Flow runs.
Impact
Agent productivity

Who’s the mascot of Knowledge
(and certifications)?
Prize question!

Lightning Article Editor (Open Beta)
Customer Need
Provide features like a full-screen mode, advanced table
editing, and seamless copy/pasting from external sources.
Go to the Release Updates in Setup, and turn on the beta
from there. We are the first knowledge product to include an
accessibility checker, which automatically scans articles for
WCAG (ADA, accessibility) violations.
Impact
Agent and writer productivity
Lower Time to Creation for Articles
Increased article and service quality

Article Personalization (Open Beta)
Tailor articles to your service agents
Customer Need
Organizations want to customize which parts of their articles they show to
which audience, allowing them to deliver knowledge that’s tailored to the
user.
Go to the Release Updates in Setup, and turn on the beta from there.
Use Case
Location-based visibility (e.g. a GDPR field that’s only visible to European
agents), tier-based visibility, permission-based visibility, role-based
visibility.
Impact
Reduced knowledge base maintenance costs
Reduced average handling time
Note: Article Personalization only works in Lightning Experience, not on Experience Cloud.
Audience visibility is defined on a field level.
Lightning
Experience Only

Einstein GPT - Generative Responses
Customer Need
Agents need a faster way to reply to customer questions and
want to spend their time adding value to the conversation,
rather than writing or repeating the same response across
customers.
Configure Messaging for In-app and Web and Einstein GPT
Reply Recommendation component.
Use Case
Automatically generate/suggest responses to assist agents in a
Messaging conversation with a customer.
Impact
Reduce Average Handle Time
Increase CSAT
Einstein GPT innovations

Einstein GPT - Summarization
Customer Need
Agents need a quicker and a faster way to wrap-up after a
customer conversation ends.
Requires Live Agent and Einstein Case Wrap-up. We will auto-
summarize the chat conversation into three buckets - issue,
summary and resolution.
Use Case
Auto-generate a summary from a chat conversation between a
customer and an agent so that agent is spending less time
wrapping up a case.
Impact
Reduce Average Handle Time
Increase CSAT
Einstein GPT innovations

What does GPT stand for?
Prize question!

Real-time supervisor and notification
Customer Need
Automatically inform a supervisor or manager that something is
happening during a call based on keywords or utterances. As it is a real-
time automated notification, the agent should also be made aware.
Define rules that would trigger a notification.
Use Case
Supervisor needs to be involved when a customer threatens attrition
When certain words are uttered, flags can be automatically raised
Impact
Agent efficiency and productivity
UE, EE
with Service Cloud Voice
Service Cloud Voice enhancements
NOTE: as the notification can happen in the back, and without active involvement of an agent,
an admin can also configure the rule to notify the agent.

Phone Book - Agent to Agent Calls
This is only for Bring Your Own Telephony, and is not yet available for Amazon Connect
Customer Need
Agents can now use their phone book speed dial list to dial
another agent or queue. They no longer need to dial a DID number
to do so.
BYOT partners will need to integrate with the feature. Once they
do, a phone book icon will appear next to the dial pad. This feature
is currently unsupported on Amazon.
Use Case
Agents need to call another agent or queue when not on an active
call.
Impact
Increased Agent Productivity
UE, EE

Agent Level Test Module
Customer Need
Ability to understand whether there are local factors that caused an
intended agent Service Cloud Voice Experience.
Drag the Agent Level Test Module in the Omni Utility bar, or on the
FlexiPage.
Use Case
When an agent experiences issues with Service Cloud Voice, the
agent can already perform several diagnostics before reaching out
to team lead, supervisor, local IT.
Impact
User productivity
UE, EE

2023-05 Stockholm Admin Community Group - Summer '23.pptx

2023-05 Stockholm Admin Community Group - Summer '23.pptx

Recommended

Recommended

More Related Content

Similar to 2023-05 Stockholm Admin Community Group - Summer '23.pptx

Similar to 2023-05 Stockholm Admin Community Group - Summer '23.pptx (20)

Recently uploaded

Recently uploaded (20)

2023-05 Stockholm Admin Community Group - Summer '23.pptx