Salesforce Releases Summer – 2021

Knowledge product raises its popularity across all types of organizations. So, today we want to share what’s new for Salesforce lightning knowledge with the Summer 21 Release.

Sales Cloud

  • Drive Sales Team Accountability with Pipeline Inspection

Available: on Lightning Experience in Performance and Unlimited editions.

Make your frontline sales team more accountable. Empower sales managers and reps with an easy way to maintain a healthy pipeline, spot key deal changes, and improve sales coaching.

How to enable?

    • From Setup, in the Quick Find box enter Pipeline Inspection
    • Select Pipeline Inspection Setup.
    • Turn on Pipeline Inspection and verify that you have Historical Trending enabled and configured for opportunities.
    • Add the Pipeline Inspection button and assign the Pipeline Inspection permission set to the users who you want to have access to Pipeline Inspection.
    • When enabled, users access Pipeline Inspection from the Opportunities tab

(1) Quick filter

(2) List of matching opportunities

(3) Refine the view with filter criteria

To see what changed, and when and who made the change, hover over the highlighted text (4)

  • Einstein Lead Scoring Enhancements

Available: Performance, Enterprise, and Unlimited editions

Use artificial intelligence to score your leads, so your sales team knows what to prioritize. Now you can generate tailored predictive models for the segments you define, specific to your business.

If your business works with different types of leads, their conversion patterns could have significant differences. When you use field-based criteria to put them in different segments, Einstein can calculate more accurate scores based on those patterns. Define your segments based on the criteria that make sense for your business.

How to enable?

In Einstein Lead Scoring Setup, use field-based criteria to define each of your lead segments. Arrange your segments in priority order. If a lead meets the criteria for multiple segments, Einstein scores it as part of the higher priority segment

  • Your Account

Available: Performance, Professional, Enterprise, and Unlimited editions

Discover new features and easily add licenses to scale your business’s growth with Your Account in Salesforce. Buy licenses for new users, manage payment options, and add new functionality instantly right within Salesforce.

 

With the Your Account app you can:

    • Add seats and licenses to your subscriptions.
    • Browse the catalog of available add-ons.
    • See your products and the current and past contracts.
    • Log a support case.
    • Contact Sales for more product information.
    • Navigate to Salesforce Checkout to view and pay your invoices

How to enable?

    • From Setup, In the Quick Find box enter Manage Subscription
    • Select Manage Subscription.
    • On the Checkout page, turn on Manage your subscription with Your Account.
    • Then refresh the page.

Service Cloud

  • Workforce Engagement

Available: Enterprise, Performance, and Unlimited editions

Deliver exceptional service by routing work to the best-skilled agents at precisely the right time via intelligent forecasts, omnichannel capacity plans, shift scheduling, and in-stream push training.

Boost agent productivity by letting agents answer customer calls in the Service console so they can help customers on the phone without juggling multiple apps. Or, let agents use the phone of their choice—either the built-in softphone, a desktop phone, or mobile phone—with Service Cloud Voice with Partner Telephony.

Automatically open Salesforce records as subtabs when an agent accepts a call, so the agent has more context about the customer. Show real-time call transcription—available with certain telephony partners—so agents can focus on the customer instead of jotting down notes. Show recommended actions based on the call context by integrating Voice with Einstein for Service. And monitor calls in the Omni-Channel Supervisor dashboard so managers can assist and train agents.

How to enable?

    • Purchase the Workforce Engagement add-on license.
    • Enable Workforce Engagement in Setup and select your data model preference.
    • Follow the configuration steps for Intelligent Forecasts.

 

  • Service Cloud Voice Now Available for Partner Telephony

Available: Enterprise, Performance, and Unlimited editions

Deliver personalized, consistent, and efficient service with digital telephony for the #1 CRM platform. Connect your existing telephony with your CRM, agent experience, and digital channels.

How to enable?

Deliver personalized, consistent, and efficient service with digital telephony for the #1 CRM platform. Connect your existing telephony with your CRM, agent experience, and digital channels.

  • Work Plans

Available: Enterprise, Performance, Unlimited, and Developer

Empower mobile and back-office workers to deliver consistent, high-quality work on each job. Automatically attach step-by-step guides to work orders based on criteria to streamline and standardize processes.

How to enable?

    • From Setup, in the Quick Find box, enter Work Plans, and then select Generate Work Plans and Work Steps from templates and selection rules.
    • In Object Manager:
    • Edit page layouts for work order and work order line item objects.
    • Add Work Steps and Work Plans to the layout in Related Lists.
    • Under Mobile & Lightning Actions.
    • Add Generate Work Plans.
    • Add Work Plans.
    • Delete Work Plans so that these actions appear in the action menu.

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