Salesforce Spring Release presented to Fort Collins User group

3. Sales
Service
● Einstein Article Recommendations
● Channel Menu
● Field Service Lightning: Global Actions
● Digital Engagement: Messaging for WhatsApp
● Case Merge
● Einstein Bots Enhancements
● Macro Enhancements

4. Einstein Article Recommendations
Recommend the best knowledge articles to
agents based on case data with an intelligent
natural language processing engine across
SMS, chat, and other channels.
Learn More
Business User
Watch Demo
*Included with the purchase of Service Cloud Enterprise and
Unlimited

5. Digital Engagement: Messaging for
WhatsApp
Empower customers to reach you on their
preferred channels, like WhatsApp. Offer on-
brand answers to common customer
questions. Enhance and automate these
experiences with Einstein Bots.
Learn More Watch Demo
*Available with purchase of Digital Engagement
Admin

6. Einstein Bots Enhancements
Unlock granular details about your chatbot
sessions and review actionable insights with
refreshed natural language understanding
and data quality dashboards.
Learn More
Business User
Watch Demo
*Available with purchase of Service Cloud and Chat, or Digital
Engagement
Admin

7. Macro Enhancements
Update multiple records all at once with
automated bulk macros, now available in
Lightning. Agents can now focus on
addressing case spikes instead of repetitive,
manual record updates.
Learn More
Business User
Watch Demo
*Available with purchase of Service Cloud

8. Communities
● Salesforce CMS Enhancements
● Channel Menu
● Personalization APIs

9. Channel Menu
Offer your customers multiple support
channels in one menu, including phone,
email, social, and more. Set up a mix of
channels based on your business needs and
customer preferences.
Learn More
Business User
Watch Demo
*Available with purchase of Service Cloud

10. Community Cloud Integration with 3rd Party Web Analytics
Integrate third-party analytics like Google Tag
Manager, Adobe Tag Manager, Tealium iQ
Tag Management, or any enterprise-leading
web analytics to the experiences you build on
Community Cloud.
Learn More
Developer
*Available with purchase of Community Cloud

11. new Salesforce mobile app
automatic upgrade
Run your small business from anywhere.
Easily access information you use the most,
with a mobile app that reflects the
personalized navigation you love in desktop.
Learn More
Business User

12. Thank You!
Learn more at salesforce.com/releases