The document outlines the Spring 2020 updates for Salesforce, detailing forward-looking statements regarding financial results, operational risks, and various feature enhancements across their platforms. Key updates include improvements in user engagement with in-app guidance, enhancements to the app launcher, the introduction of Einstein Voice Assistant, and better mobile and reporting capabilities. Additional features extend to email integration, service automation through Einstein bots, and streamlined workflows for case management and opportunity cloning.

1. Nouveautés Spring ’20
Bordeaux Salesforce Group
Business&Decision Bordeaux | 18 février

2. Forward-Looking Statement
Statement under the Private Securities Litigation Reform Act of 1995:
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, diluted earnings per share, operating cash flow growth, operating margin improvement, expected revenue
growth, expected current remaining performance obligation growth, expected tax rates, the one-time accounting non-cash charge that was incurred in connection with the
Salesforce.org combination; stock-based compensation expenses, amortization of purchased intangibles, shares outstanding, market growth and sustainability goals. 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 we make.
The risks and uncertainties referred to above include -- but are not limited to -- risks associated with the effect of general economic and market conditions; the impact of
geopolitical events; the impact of foreign currency exchange rate and interest rate fluctuations on our results; our business strategy and our plan to build our business, including our
strategy to be the leading provider of enterprise cloud computing applications and platforms; the pace of change and innovation in enterprise cloud computing services; the
seasonal nature of our sales cycles; the competitive nature of the market in which we participate; our international expansion strategy; the demands on our personnel and
infrastructure resulting from significant growth in our customer base and operations, including as a result of acquisitions; our service performance and security, including the
resources and costs required to avoid unanticipated downtime and prevent, detect and remediate potential security breaches; the expenses associated with new data centers and
third-party infrastructure providers; additional data center capacity; real estate and office facilities space; our operating results and cash flows; new services and product features,
including any efforts to expand our services beyond the CRM market; our strategy of acquiring or making investments in complementary businesses, joint ventures, services,
technologies and intellectual property rights; the performance and fair value of our investments in complementary businesses through our strategic investment portfolio; our ability
to realize the benefits from strategic partnerships, joint ventures and investments; the impact of future gains or losses from our strategic investment portfolio, including gains or
losses from overall market conditions that may affect the publicly traded companies within the company's strategic investment portfolio; our ability to execute our business plans;
our ability to successfully integrate acquired businesses and technologies, including delays related to the integration of Tableau due to regulatory review by the United Kingdom
Competition and Markets Authority; our ability to continue to grow unearned revenue and remaining performance obligation; our ability to protect our intellectual property rights;
our ability to develop our brands; our reliance on third-party hardware, software and platform providers; our dependency on the development and maintenance of the
infrastructure of the Internet; 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, cross-border data transfers and import and export controls; the valuation of our deferred tax assets and the release of related valuation allowances;
the potential availability of additional tax assets in the future; the impact of new accounting pronouncements and tax laws; uncertainties affecting our ability to estimate our tax
rate; the impact of expensing stock options and other equity awards; the sufficiency of our capital resources; factors related to our outstanding debt, revolving credit facility, term
loan and loan associated with 50 Fremont; compliance with our debt covenants and lease obligations; current and potential litigation involving us; and the impact of climate
change.
Further information on these and other factors that could affect the company’s financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings it makes
with the Securities and Exchange Commission from time to time. These documents are available on the SEC Filings section of the Investor Information section of the company’s
website at www.salesforce.com/investor.
Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.

3. Salesforce Overall
Release Notes

4. Lightning Experience Engagement: In-app
guidance
Release Notes

5. In-App Guidance
● Assign prompts by profile
● Customize When Prompts
Appear to Users
● Quickly change the amount
of time to delay prompts
● Easily add videos it to your
prompts
Deliver more engaging prompts to your targeted user group

6. App Launcher Enhancements
Release Notes

7. App Launcher Enhancements
● New quick view dropdown menu appears
with your first 7 apps
● Search for apps and items for an easier
experience
● Apps are now right-clickable
● Improved performance and faster
navigation
Find and open apps and items quicker with enhancements to the Lightning
Experience App Launcher.

8. Einstein Voice Assistant (Beta)
Release Notes

9. Einstein Voice Assistant (Beta)
Interact with Salesforce from anywhere,
hands-free using the power of your voice.
Get key insights to understand your
customers, build relationships, and drive
your business forward.
Increase your productivity by eliminating
manual data entry.
● Conversationally log notes
● Update standard objects
● Create tasks, event, opportunity,
case, lead or contact
Streamline your day-to-day with AI

10. Einstein Voice Skills (Beta)
Build custom voice apps
Create your own voice skills and embed them
into employee apps
Deploy to any device - from smartphone to
smart speaker
Leverage Salesforce’s trusted, secure
environment to protect your voice data

11. Recycle Bin
Release Notes

12. Empty the Recycle Bin in one step
We heard your feedback - now you can empty your Salesforce org’s Recycle Bin in
Lightning Experience with a single click.
Reports and dashboards now also support the Lightning recycle bin and can be viewed in
the recycle bin list view.

13. Surveys
Release Notes

14. Display Logic
Dynamically Display Questions on the same survey
page
Advanced Branching
Ask only relevant questions to survey takers based on
responses they fill
Enhanced Taker Experience
Create immersive surveys by utilizing controls on the
survey builder like opacity, response options coloring
and auto progress
Merge Fields from Previous Question
Make surveys more contextual by asking more
pointed questions
Image Question Type
Make your questions more appealing by inserting
images and GIFs
Salesforce Surveys
Collect actionable feedback by connecting better with your customers.

15. Einstein Search (Beta)
Release Notes
Included for Unlimited Edition and Enterprise Edition
customers on Lightning.

16. Einstein Search (Beta)
Personal
Tailored results based on you and your work. Personalized on
attributes like geography, industry, SIC, account source, type,
users, etc
Currently available on Accounts, Contacts, and Opportunities
Natural
Supports Natural Language filters right in the search box
(like “my open opportunities in oakland”)
Actionable
Tools and information to complete tasks from Search
The fastest way to find and do things in Salesforce

17. More ways to filter in conversational search.
New Time-Related Conditions (Beta)
To get the most relevant
search results, enter a
conversational search using
the words modified, created,
viewed, or closed followed
by a relative time period.

18. Coming to Mobile in Spring ‘20
Personalized Results Recommended Result

19. See the Related Account When You Search for
Contacts or Opportunities
Looking for a contact or opportunity but not
sure which account it belongs to?
Now when your sales team searches, they see
the related account in instant results and
recent items. And best of all, the related
account is searchable, so it's easier to find the
right record fast.

20. Navigate to a Record’s Create Page with Default Field Values
/lightning/o/Account/new?defaultFieldValues=
Name={!URLENCODE(Account.Name)},
OwnerId={!Account.OwnerId},
AccountNumber={!Account.AccountNumber},
NumberOfEmployees=35000,
CustomCheckbox__c={!IF(Account.SomeCheckbox__c, true, false)}
Save customization time and effort by creating custom buttons or links
that pass default field values to a new record.

21. Reports & Dashboards
Release Notes

22. Disable Preview in Lightning Report Builder
Gives users the option not to render the preview until they’ve done their
series of changes
Faster editing of reports by
toggling chart and table preview
off in the Lightning report
builder.
All edits such as adding or
removing columns or filters can
be done with preview off.

23. Report Subscription Attachment (Beta)
Lightning Report Subscription email
currently clips the report results by
showing a limited number of
records. With the formatted excel
attachment on the report
subscription email, you can
download the full report without
having to export on the report run
page in Salesforce.
Get a formatted excel file attachment as part of report subscription in
Lightning

24. The all new Salesforce Mobile App
Release Notes

25. The New Salesforce Mobile App
Next Generation Experience
Work fast with an app that knows who you are
and what you need, powered by Lightning
Voice-Enabled
Tap less, talk more using Einstein Voice (Beta)
Intelligent
Drive smart decisions with Einstein Analytics
Dashboards
Faster App Dev
Customize and build mobile apps faster with low
code
Spring ‘20 release
Switch to the mobile way of work

26. Unify the User Experience with Lightning Apps and Navigation
One Navigation for All Platforms
Converged desktop and mobile
navigation
User Profile Based Navigation
Tailor navigation items based on
the users’ role
Personalize the Navigation Bar
Add and reorder items to suit the
way you work

27. All mobile users will be upgraded to the new experience
Current Mobile App Navigation New Mobile App Navigation
If you choose to do nothing,
your users will be upgraded to
a default experience and their
current mobile navigation
items will be automatically
moved to the rightmost tab

28. Mobile Quick Start
Prior to February, you can optimize the experience for your org and make any
customizations.

29. Sales Cloud

30. Core Sales
Release Notes

31. Opportunities
Release Notes

32. Clone with Related Records
Increase efficiency by cloning an opportunity with related records in a single
click instead of having to manually add related records.
Save time by cloning an
opportunity with related
Opportunity Products, Product
Schedules, and Opportunity
Contact Roles.
A common use case is for
renewal opportunities where the
customer purchases the same
set of products.

33. Filtering on Product Selector
Quickly find the right product by using filtered search to augment the existing
keyword search
Easier and faster to narrow down results
in a large product catalog
● Keyword search brings back matches for
all indexed fields. In this example 3
records are returned for the keyword
“network”
● Filter icon opens up Quick Filters which
will allow users to filter down the search
results
● Product family filter narrows the results
down to a single record

34. Customize Account and Opportunity Team Related Lists
Boost user productivity with one click
to view all relevant information to an
opportunity team rather than having to
go into each individual record to view,
for example, someone’s phone
number or email address..
Show the most relevant standard and custom fields.

35. Forecasting
Release Notes

36. Update Multiple Deals from the Forecasts Page
Inline edit multiple opportunities and save
No more updating one opportunity at a time or going to an opportunity list to update
multiple opportunities at once. Note - stage can’t be updated

37. Sales Productivity
Release Notes

38. Email Experience

39. From a Contacts list view,use the “Show Filters” option to introduce
account-related filters, and refine the list of contacts
Quickly Identify Contacts for List Emails with Account Criteria

40. Tasks

41. Assign Tasks to a Queue
Now, when tasks are assigned to a
queue, teams of users have visibility to a
pool of tasks that can be picked up by
the first available user.
Tasks can also be assigned to queues
programmatically via API.
A single task can be assigned to a group of users (a queue), so that the first
available user can pick-up the task for execution.

42. Create a Queue and select Tasks as a Selected Object
To start, create or edit a queue and add ‘Task’ to the Supported Objects for the
queue. If you’re a user in the queue, you can see the tasks in that queue via a task list
view. The name of the list view matches the name of the queue.

43. Calendar
Release Notes

44. View event details faster than ever
Browse details of Events with
just a hover.
Preview Card shows all 10
fields of the Compact Layout.
Edit/Delete buttons on Event
Preview Card for quicker work
with fewer clicks.
Save clicks - edit and delete Events from the Preview.

45. “Calendar View” API — now Public!
Now script it for them via the API and the admin can push
an object calendar, e.g., a task calendar to any number of
users. The calendar will just appear for the users.
Previously, Lightning users had to set
up object calendars themselves.
Developers can now view, create and distribute object calendars from the API

46. Microsoft Integration
Release Notes

47. Improved Outlook Integration Configuration, Transparency to Respect
Email Privacy Settings, and Template Updates
The Event “Type” field is now shown when sales
reps log events from the Outlook integration. Sales
reps can select an event type, such as a call or
meeting, when logging an event to Salesforce from
the integration.
We made it easier to create new templates in the
Outlook integration, apply existing ones to
emails, and populate merge fields with relevant
records. Plus, we added a cleaner layout, and
improved the experience of populating the
template with relevant details.
When sending emails from Outlook and using the
Outlook integration, sales reps can now see
customers’ email privacy settings (opt out, do no
market, etc.) in the integration. Previously, reps had
to refer to the contact or lead record in Salesforce to
see the email privacy settings.
Know which recipients have opted
out of email
Specify Event Type when
logging an Event to Salesforce
Work more efficiently with
email templates

48. Service Cloud

49. Einstein for Service
Release Notes

50. Einstein Article Recommendations
Help Your Agents Resolve Cases Faster
Einstein Article Recommendations uses data
from past cases to identify Knowledge articles
that are most likely to help your agents address
customer inquiries.

51. Einstein Case Classification (Generally Available)
Intelligently Triage Cases
Classify cases by predicting relevant
case details in any language with
machine learning
Automatically Route Work in Real-time
Use your existing routing rules to
deliver cases from any channel to the
right queue
Accelerate Time-to-Value
Intuitive, point and click setup to build
predictive model and deploy
intelligence in less than a day
Boost Productivity for Agents & Admins

52. Einstein for Service - Bots
Release Notes

53. Conversation Repair
Einstein Bots makes suggestions to the customer when they are incorrectly
entering information
Being able to repair a conversation
reduces the need escalate the
conversation to an agent.
If the bot is unable to match the text
provided by the customer with a
entity type that is setup by the bot, it
will provide the repair message.

54. Einstein Bots for WhatsApp
Automate customer service in a new channel
Use a Einstein Bot to have a conversation with
customers in WhatsApp
Increase end user reach in international markets
and satisfy high customer demand
Ask a question, schedule an appointment, reset a
password, and more...

55. Knowledge
Release Notes

56. Insert Article URL to Chat & Messaging
Insert a community specific URL
for an article showing in the
Knowledge component into chat
and messaging so that you can
respond to your customers
through digital engagement
channels and they can then view
the article in the appropriate
Community!
Note: The article must be
shared with Customer, Partner,
or Public for this action to show.

57. Show or hide Field labels when sharing articles in channels
Automatically include or exclude field labels and file attachments while inserting article contents into
different channels, such as emails and chats, saving time!

58. New Article Version Comparison component (Beta)
Side-by-side view that highlights
changes between article versions,
making it easy for customers to see
what has changed and understand
how significant the change is to
minimize re-translation effort!
Note: The comparison shows each
version in html to allow users to
see changes like formatting, image
changes, etc.
Add to Knowledge record home to compare article versions

59. Case Management
Release Notes

60. Case Merge Generally Available
● Option not to delete cases after merge
● Agents can merge cases without having
the delete permission
● Admins can set a custom merged status
● A related list for merged cases on the
master case record to show which cases
were combined to form the master case.

61. Bulk Macros in Lightning
Significant boost to agent productivity enabling
agents to easily run a set of steps in one action
on up to 200 records!
1. Goto List view for cases or any other object.
2. Select multiple records
3. From Utility Bar Launch Macros
4. If Macro has lightning icon it can be
executed against multiple records.
5. If Macro does not have a lightning icon
then it is meant to run against single
record.
.
Run macros across multiple records in a batch

62. Single Macros run faster in background mode
Now, with the ability to run macros in the
background, they complete actions on the
back end. This is a huge productivity and
speed gain.
When agents run a macro from a record
home page, such as a case, the macro runs in
the background and the user interface
doesn’t change. A toast is displayed when the
macro is finished, so the agent knows
whether the macro ran successfully.
Run Macros in Background

63. Customization
h

64. Lightning Flow
Release Notes

65. Autolaunched flows now support “Before Save” trigger type.
Creating or updating a record can now trigger an
autolaunched flow to make additional updates to
that record before it's saved to the database.
Familiar with using a record-change process to make
additional updates to each record that triggers the
process?
Before-save updates in flows accomplish that same
goal, but more quickly because each record doesn’t
get saved to the database again for those updates.
Skipping that extra save procedure means skipping
another round of assignment rules, auto-response
rules, workflow rules, and other customizations that
take time to execute.

66. Run Flows Without Worrying About User Permissions
Sometimes your end users need
temporary escalation of their privileges as
part of a trusted business process.
By setting a flow to run in system context,
you can declaratively enable escalation of
end user privilege while your user is using
the flow, controlling exactly what your end
users can affect with your flow logic.
System Context for Running Flows

67. Process Builder
Release Notes

68. Select OCR as trigger
object in workflow rules
Create Flows based on
changes to OCR record
Launch Automated
Process when OCR is
created or updated
Automate processes around Opportunity contact roles

69. General Setup

70. Lightning App Builder - Go Mobile!
Record Pages
Lightning record pages are no longer limited to Lightning Experience on desktop. You
can see the same record pages on desktop and in the mobile app. Or you can address
the needs of different users by assigning a custom record page for desktop users and
another for mobile app users.
Page Templates
In the Lightning page creation wizard, page templates have an icon and description
text that indicate whether the template supports desktop, phone, or both.
Component
Each component in the palette has an icon representing the form factors that it
supports. Before adding a component to a Lightning page, you can see right away
whether the component appears when the page is rendered on a specific form factor.

71. App Builder - Performance Guidance
Get suggestions to improve your Lightning pages just
when you need them. Guidance for App Builder gives
you feedback for enhancing performance and
usability when you design a page, via tips in a docked
prompt.
Tips are available for categories such as performance,
usability, and structural issues.

72. Permission Set Groups (GA)
Combine permission sets into one meaningful permission set group and then assign
the permission set group to users.
On the Permission Set Group
detail page, assign the permission
set group to users (1).
Select the permission sets to
include in the permission set
group (2), and choose which
permissions, if appropriate, to
mute (3). View the combined
permissions in a group (4).

73. Sandboxes

74. Sandboxes
Clone a Sandbox with a Version Different from Production
You can now clone a sandbox that’s on a different major Salesforce release version than
your production org. Previously, a sandbox that was on a different version from the
production org due to a release transition couldn’t be cloned, and the clone link in the UI
was disabled.
Secure Your Sandbox Data with Salesforce Data Mask
Salesforce Data Mask is a powerful new data security resource for Salesforce admins and
developers. Instead of manually securing data and access for sandbox orgs, admins can
use Data Mask to automatically mask the data in a sandbox.

75. Development

76. API
Use More API Calls
● The default daily API request allocation has been raised from 15,000 to 100,000
No Maximum Daily Cap for API Calls
● The maximum daily cap of 1,000,000 API requests has been removed
View Monthly API Calls with a New Usage-Based Entitlement
● Your org can now exceed its API daily request limit without being blocked (subject to system
health)
● A higher hard cap is in place to safeguard platform resources
● A new usage-based entitlement shows the total number of API requests aggregated over 30 days.