Salesforce Summer ‘21 Release
Here at Inardua Global HQ we can barely contain our excitement for the Euros to get started this weekend.
No, not the football - the rollout of the Salesforce Summer ’21 Release to European instances of the Salesforce platform.
Below we give a run-down of our preferred starting-XI of the new features set to be released (barring any last-minute metatarsal injuries).
Manager: Rowan Malcolm, Salesforce Consultant, ex-Nailsworth Town U-12s
Formation: 4-4-2
When Gareth Southgate doesn’t like what he sees on the pitch he’ll be getting his subs on, when you look at your reports in Salesforce you’re stuck with what you see.
Until now.
The Salesforce equivalent of Ole Gunnar Solskjaer coming on in the 89th minute, Inline Editing means you can now edit your reports directly from the Report Run Page. Saving both time and clicks, it’s no longer necessary to return to the original record to update out-of-date records.
Goal!
2. See Record Access Reasons in Lightning Experience
At some point over the next few weeks, millions of people will be logging onto Twitter to query just why exactly Jordan Pickford is playing in goal for England.
But where Jordan Pickford has been trusted with protecting England’s goal, Salesforce Admins and Consultants are trusted with protecting the privacy of organisations’ Customers.
And now when you access a record and want to find out just why a particular User has access, you don’t have to enquire via Twitter – you can find out straight from the Record Sharing Hierarchy in Lightning Experience.
Previously you’d have had to switch to Salesforce Classic, a bit like having David Seaman as a Data Protection Officer.
3. Save Time with Mass Actions in Split View
The tenuous football puns are growing tired faster than Paul Gascoigne, but with the ability for Users to now use Mass Actions from within a Split View you can be sure your Sales and Service reps are fully match fit, taking actions in as efficient a manner as possible.
4. Debug Record-Triggered Flows
You don’t go into a tournament without a few warm-up friendlies under your belt, and you wouldn’t release a Flow in Salesforce before debugging.
Previously for any Record-Triggered Flows, the quickest way to check if things were working as intended was to Update or Create Records in a Sandbox and see if the Flow ran as expected. With the Summer ’21 release however you’re now able to select a specific Record and debug this from within Flow Builder – a brilliant time-saver for those who embrace the ‘Clicks-not-Code’ ethos.
And what’s more, if you’re tired of an inbox full of failed Flow Interviews – you can now access these from within one Custom List within Salesforce itself.
5. Give your Bot Knowledge Superpowers with Article Answers (Beta)
We’re not suggesting Gareth Southgate will need any help with his post-match interviews, but he might be interested in sending a Bot in his place now that the new Article Answers feature is released.
Admins can now use Article Answers to help their Bots deliver relevant and helpful answers from their knowledge articles. You can tailor answers to different customer segments, and ensure that conversational and helpful information is given to your audience in as efficient a way as possible.
That’s right you aren’t going to win anything without teamwork. And with Flow Orchestrator you’re now able to create advanced Approval Processes, featuring multi-step processes interacting with multiple users.
This has the potential to replace existing approval processes and workflow powered task-chains. Now, with Orchestrator, Flows will guide Users through a series of Screen Flows, each specific to a user.
It’s no secret that Data Analytics have become a key-part of sport management, with technology used to identify trends and evaluate performance.
And with Salesforce, AI is going to become an everyday tool used by organisations to quickly assess the large amounts of data generated within their Platforms.
The Summer ’21 Release includes the ability to Qualify your best Accounts, so you can get a view as to which Accounts are most likely to have a new Opportunity created in the next six months; key factors such as their industry, or recent engagement; and the Accounts overall tier ranking.
8. Track Accounts as Campaign Members
Everyone has a different team to follow in the upcoming Championships, whether it’s due to a sweepstake at work, supporting your country of choice, or simply willing England to get knocked out as soon as possible – it’s a case of tracking their Campaign as closely as possible.
Campaigns in Salesforce used to be restricted to Contacts and/or Leads, but with the Summer ’21 release, you can now assign Accounts to Campaigns – so you can track how your marketing efforts are impacting at an Account level as opposed to just individuals. It’s the difference between just following N’Golo Kanté and following the whole French team.
Just like the Neville brothers this one is a 2-for-1; and just like the Nevilles it’s all about industriousness, efficiency and great customer service.
Previously only available through High Velocity Sales, the Conversation Insights feature is now available as a standalone product.
And what’s more it is now available for Service Agents, so that they, and their managers, can now take advantage of the coaching features already available for sales reps. And there are unique features for service, such as customer dissatisfaction or attrition risk.
It doesn’t take ‘Big Data’ to look ahead and foresee England being dumped out on penalties to Portugal, tears flowing from the 45-year-old men in the crowd, and a Pet Shop Boys outro video as the BBC coverage comes to an end.
However, if you want to use forecasting to help predict upcoming workload, you’re going to need something a little more intelligent. And the latest Salesforce release has got you covered.
Where contact centers used to be challenged by siloed data, inaccurate algorithms, or cumbersome spreadsheets – with machine learning and intuitive report building in Salesforce you are now able to slice workload by time, region, skill, and custom data.
Cast your mind back to Sam Allardyce. Pint of wine in hand, getting stung by undercover journalists exposing corruption within football transfers. Shortly after he was sacked.
If only he’d had access to Salesforce after the upcoming Summer ’21 update.
Using AI to detect intent in real-time, Salesforce is now able to help service reps mid-call by updating Next Best Actions. For example, if a customer calls to check the warranty status of a product, automatically recommend relevant actions and flows to help the service agent address the request.
That’s it, our starting-XI of new Salesforce features in the Summer ’21 release.
We’re confident they’ll stand you in good stead, so if you’re interested in finding out how we can help implement changes, or even get you up-and-running with our LaunchPad – get in touch today.
