Summer is here! And that means we all get treated to another major Salesforce release.
Whichever Salesforce Cloud your company is using, there’s something for you in the Summer ‘19 update.
In a nutshell, here’s what to expect:
Marketing Cloud. Social Studio Persona Insights. Transactional Messaging for SMS. In-app messaging for mobile apps. In-app messaging for mobile apps.
Sales Cloud. Improvements on High-Velocity Sale, Einstein, and Core Sales Features.
Service Cloud. Improvements on Einstein for Service, Field Service, Routing, and Case Management.
Let’s dig a little deeper into each update.
First off, as with any marketing Cloud update, Salesforce kicked-off the Summer ‘19 update with a Social Studio upgrade. Changes in the already awesome social media management platform allow users to do more on Twitter and Facebook. You can now set-up Twitter Persona Insights that let you see not just who your brand’s top influencers are but also what they’re saying and how huge their influence is. And your linked Facebook account can now also engage with brand mentions and not just posts on your page. Read more about the Social Studio update here.
A few weeks after Social Studio was upgraded, the full Marketing Cloud also saw new and improved features. Here are the highlights of how Salesforce improved on its digital marketing automation and analytics software:
Transactional Messaging for SMS. Customers can now send and track transactional messages (i.e. password resets, two-factor authentication, purchase confirmation, fraud alerts, etc.) real-time. This makes your multi-channel transactional journeys more powerful.
In-App Messaging for Mobile Apps. The Journey Builder can now be utilised to create and send rich messages to mobile app users. This aids in driving conversion and adds a new form of engagement for your marketers.
Einstein Send Time Optimization. Personalize your email send time for each subscriber. This new feature improves your email engagement and conversion as your emails get sent out at the time your customers are most likely to engage.
Read more about the Marketing Cloud Summer ‘19 release highlights here.
The Summer ‘19 update to Sales Cloud dropped massive new features that will further address complex sales processes. Notable changes were applied to High-Velocity Sales, Sales Cloud Einstein, and the Core Sales Features. Here are the release highlights:
High-Velocity Sales (HVS). HVS is now able to support person accounts and third-party calling solutions. Prospects can now be assigned to HSV users and not just its record owner, which is perfect for companies where account owners are not necessarily engaged in direct sales. Another great addition to HSV is the new welcome welcome experience, which opens with a slew of resources like training videos and Trailhead content.
Sales Cloud Einstein. Believe it – Einstein just got even smarter with the Summer ’19 changes. With the updated Forecasting, you can now use a quarterly forecasting schedule. Even your predictions can now be improved through the global predictive model that looks for aggregate, anonymous trends across many Salesforce customers.
Core Sales Features. Of course, Salesforce has to improve on its core sales features. This update brings with it customizable product schedules that take away from the sales team the grunt work of managing complex sales processes for incoming revenue and outgoing orders. By enabling this feature, custom fields and validation rules can be set-up to optimize product schedules.
You now also get a collaborative forecast, giving you an enhanced opportunity list and managed sales quota.
Check out the full release notes for Sales Cloud here.
Salesforce sticks true to its promise of allowing customers to work smarter. This monster update for Summer ‘19 improves on Einstein for Service, Field Service, and Routing. Below is a rundown of what’s new in Salesforce’s customer support software:
Einstein for Service. Einstein for Service. Bots are now easier to set-up, requiring lesser preparation time. No more need to enter 20 utterances to jumpstart bot implementations; a few keywords in dialog intents can now test and deploy bots.
You can now also create rules that can route bot sessions to specialised queues, allowing you to transition your customer conversations from bot to the next available agent.
Field Service. The previously beta Crew Management feature is now fully-functional, with the ability to not just see active service crew but also to quickly create, activate, and update your crew.
Gantt has also been improved to give you access to your agents’ six-month schedule, filter to highlight and remove weekends, and apply multi-day appointment filter to make forecasting and staff scheduling easier.
Routing. You no longer need coding skills with the new skills routing. With just a few clicks, you can route cases according to skills. It’s not as flexible as using codes but it is guaranteed to be as powerful.
Another useful improvement to Routing is the ability to allow Supervisors to create a prompt that displays a warning when agents are logging in to Omni-Channel in a different browser, which eventually logs out their other Omni-Channel session.
Read our blog on the Service Cloud enhancements here.
And that wraps up the Salesforce Summer ‘19 Release Highlights. You can learn more about each cloud update in video form by going to the Salesforce Youtube page. Have you tried out these awesome new features yet? Let us know what you think.