Salesforce Release Notes Summer ‘25 New Features for

Sales Cloud & Service Cloud

Summer has arrived and new updates in Salesforce’s Sales Cloud and Service Cloud Summer ’25 have been released! Packed with powerful enhancements and intelligent tools, this release is designed to heat up your sales performance and make support easier for both agent and customer.

Let’s find out with Keizu Vietnam!

Sales Cloud

1. Agentforce Deal Agent

Agentforce Deal Agent is an Al-powered assistant designed to streamline deal management and boost seller productivity. It analyzes recent activity — like emails, call notes, and opportunity updates — to proactively recommend the next steps, such as adjusting the Stage or Next Step fields. By default, updates require seller approval, but the agent can be configured to make changes automatically, reducing manual data entry and ensuring opportunities remain current.

2. Choose Which Dashboard Widgets to Refresh

Refresh only the dashboard widgets that you need rather than the entire dashboard. For example, a support team member can refresh only the Open Tickets widget to see the most up-to-date list of unresolved issues, without refreshing other widgets on the dashboard.

3. Salesforce for Outlook Is Being Retired in December 2027

Salesforce is retiring Salesforce for Outlook in December 2027.

• • It won’t work anymore. Users won’t be able to sync contacts, calendar events, or tasks between Salesforce and Outlook.
  • The side panel in Outlook used to access Salesforce features will disappear.
  • Admins won’t be able to configure or update any settings related to this tool.
  • Users won’t be able to download it or see their configurations in Salesforce.
  • Any unmatched or unsynced items that used to show up in the “Unresolved Items” section won’t show up anymore from this tool. (Other tools like Einstein Activity Capture will still show unresolved items.)

Salesforce recommends you switch to new tools:

• • Outlook Integration
  • Einstein Activity Capture

Service Cloud

1. Agentforce and Einstein

Starting with Al-related Salesforce features, here are some notable new features that come with Summer ’25:

• • Agentforce Employee Service: Utilize the Agentforce Employee Service template to create an automated agent that efficiently manages common employee requests. This self-service solution provides quick support, allowing your HR team to concentrate on more complex tasks.
  • Sharing Data Category Selection with Agentforce Service Agent: Send users’ data-category choices to the Agentforce Service Agent in real time. This helps the agent focus its Knowledge Base searches and offer quicker, more accurate answers.
  • Follow-Up Service Email Prompt Template: Service reps can take advantage of this new prompt template in Prompt Builder to instantly generate friendly, on-brand follow-up emails for customers who haven’t responded.
  • Custom Lightning Types for Agent UI Customization: Use custom Lightning types and LWCs to tailor Agentforce’s action inputs and outputs in Lightning Experience, ensuring chat responses render exactly as needed for a more intuitive, user-friendly interface. For a picture example, one is the default interface, and the other is the enhanced interface.

 

2. Knowledge

Maintaining a good Knowledge Base requires constant updates, which is easier to do when users can easily provide feedback and the right teams are notified to take action. With Knowledge Feedback, you can gather insights on your articles, assign tasks to the right teams, and ensure your content stays relevant. Also helping Agentforce provide accurate responses.

Salesforce has upgraded the article experience with a new Table of Contents component that automatically generates a table for HTML format articles, including existing ones. You can easily add this component by using the Edit Page function.

Salesforce also improved the Lightning Article Editor by making paragraph spacing consistent across edit and view modes, along with improved translations, ensuring a smoother experience for multilingual content. And easily use Quick Text to add content to the article as well.

3. Entitlements and Milestones

Entitlement Management is now SLA Management on its new simplified, more intuitive interface that reduces configuration steps. Currently in Beta, this new setup experience is designed to be more accessible, allowing you to define rules that automatically mark milestones as complete.

This new setup also comes with the ability to automate entitlement mapping so entitlements are attached to cases, work orders, and incidents based on predefined rules.

You can now use rich text formatting (like bold, italic, underline, and bulleted or numbered lists) in case comments to capture more insightful and actionable customer feedback.

Summary:

Salesforce’s new release is mostly about new features related to Agentforce for Sales Cloud and Service Cloud.

If want to learn more about Salesforce or need more information, you can contact us at:

• • • Email: support@keizu.vn
    • Phone: (+84) 2862903301