Salesforce Spring ‘21 Release - our highlights
Although it doesn’t feel like spring has sprung outside, it has on the Salesforce platform, new features have been released and we are really excited about some in particular!
If you’d like a more detailed discussion about the Spring ‘21 release or how you can make use of any new features in your own Org we’d be happy to have a chat – just get in touch!
Energy & Utilities Cloud: Contact Center Console.
At Inardua, we specialise in the Energy & Utilities Industry, and so we will kick off with Energy & Utilities Cloud Enhancements.
With the Contact Center Console, agents can now effectively serve both B2C and B2B customers through a single view.
Previously, agents had to switch views or systems to do this. But now agents have insight into a customer’s billing and consumption, usage history, contracts, opportunities, quotes and more for B2B and B2C customers on the same layout.
So if you are a utility company which serves both businesses and customers, this feature will be a great productivity aid.
Financial Services Cloud: Interaction Summaries.
As well as Energy & Utilities, we specialise in the Financial Services sector. And continuing with the industry clouds, we are also really impressed with an addition Salesforce has made to Financial Services Cloud.
Interaction Summaries help agents to easily capture meeting notes, share notes with confidential information with relevant stakeholders only, whilst maintaining compliance.
This feature will be useful to all industries that use Financial Service Cloud, that is: investment banking, wealth management and insurance.
You will see all your Interaction Summaries across all your accounts on your home page when you log in, so you can review the interaction summaries, see any open activities and have meeting notes on hand.
When you view an account page the most recent interaction summaries will be displayed, from here you will be able to easily search to find relevant Interaction Summaries for example those related to a particular project or deal.
Interaction Summaries help you to easily capture meeting notes in a structured way. You can select an interaction type for example call, email or in person, they can be marked as confidential or public, and you can capture internal and external meeting attendees.
You can also share notes with confidential information only with relevant stakeholders to maintain compliance.
Salesforce Release Notes moved to Help.
Moving away from industries now, a new feature we think is really handy is the Release Notes being moved to Help.
This means you can filter to find release notes relevant to you based on experience i.e. classic or lightning, edition, feature impact or product area.
Therefore, if you are a Salesforce Admin for a company with Enterprise edition licences on Lightning Experience and want to be able to let all the sales reps in your org know which features will affect them you can filter for ‘Lightning Experience’, ‘Enterprise Edition’, ‘Enabled for users’ and ‘Sales’.
Time Based Flow Actions
Lots of features are being added to Flow, and this one adopted from Process builder is a great addition. You can now set time-based actions from within a Record-Triggered Flow. For example, you may want an email sent to a sales rep 7 days before an opportunity is due to close, well now you can set that up - in Flow!
Salesforce Meetings
Face-to-face meetings are starting to feel like a distant memory.
‘Zooming’ is no longer used to describe someone moving really fast - the world has changed and online meetings are both the present and future.
Enter Salesforce Meetings.
This feature is a video meeting management system that lays atop your preferred video call provider be that Zoom, Google Hangouts etc. A summary of the meeting is displayed on the Meeting Digest screen, which includes information on attendees, the meeting agenda, meeting insights and more.
As well, there is Meeting Studio which is a platform which helps with team collaboration, allows clients and customers to share content and provides a space to document next steps.
Thank you Salesforce!
If you would like to find out more about any of these features or would like to understand how they may help you and your business we would love to hear from you!