February 23, 2017 - Spring is in the Air with the Salesforce Spring ’17 Release

Hello Admins and Architects! Spring is upon us and we here at Apps Associates are happy to share some of the new features Salesforce.com has announced in the Spring ’17 Release.

Sales Cloud

There are several new features available in Sales Cloud. One of the big deliveries in the Spring ’17 Release is Automated Activity Capture. It generates insights for sales reps and also is available in Lightning. Einstein setup is required, but once set up, emails and events will be automatically synced into Salesforce from a user’s Microsoft 365 or Google account. They can also see related emails from team members on their Contact and Account records. To ensure privacy, each user can control what emails and events are synced to Salesforce by going to their Personal Settings.

 Salesforce Spring ’17 Release

Wave users also get the benefit of access to activity reports from the Einstein Analytics tab. All that is needed to set up a user for access is by assigning a permission set to the user.

Collaborative Forecasts are also now available in Lightning Experience. You can now project revenue and quantities on opportunities without switching to Salesforce Classic. There are some limitations in Lightning Experience: (1) Setup of forecasts is still required from Salesforce Classic, (2) Product Family forecasts are not available, (3) Opportunity Splits do not appear in the opportunity summary, and (4) Quota attainment information is not available.

Lightning Experience now supports Orders with some limitations: (1) Multiple line items cannot be added or edited, (2) Order History and Order Product History are not available, (3) Reduction orders cannot be created and products cannot be selected to reduce, (4) Cloning an order does not clone the order products. The release notes did not indicate anything else about Orders so if there is functionality missing, visit the IdeaExchange and make sure your voice is heard.

Other enhancements to Sales Cloud include Kanban and Path being made available on custom objects and Campaign Results Hierarchy availability in Lightning Experience. The campaign enhancement allows users to see how campaigns are organized and see individual and aggregated results of campaigns.

For an overview of the release, you can view Salesforce’s Spring ’17 Sales Cloud Demo video.

Analytics

There is good news for Wave users. Data Manager is now generally available in all orgs. Data Manager is used to monitor all your jobs and dataflows, view and edit replications, and prepare data with recipes. Dataset recipes are also now generally available. Data can be taken from existing data sets or replications and fields added or removed. You can also do things like filter rows, add calculations, and bucket fields as well as edit your recipe steps inline. Bulk actions can also be created to update records or perform an action.

A new dashboard designer is now available for Sales and Service for Wave. When you create an app, you can now choose between Wave for Sales and/or Service and Wave for Sales and/or Service (Classic).

Additionally, pivot tables are now available as widgets in dashboards. Dashboards can also now be set to schedule the trending updates.

No longer will your open opportunity minimum values be zero. They will be excluded because null values are also now supported in measures. This is an important enhancement for those users that are looking to have minimum and calculated measures in their analytics.

For a demo of the new Wave functionality, Salesforce released a YouTube video for its Spring ’17 Analytics Release.

Einstein

Salesforce has continued to build on the release of Einstein in Winter ’17. With the release of things like Automated Activity Capture mentioned above, Salesforce has committed itself to bringing value to Einstein with every release.

This release features Lead Insights which helps reps discover patterns in their lead conversion which helps prioritize leads. It also shows reps the lead score and what fields are most pertinent to the lead score and which fields have the least amount of impact on the score.

Opportunity Insights are also included in this release and offers different notifications on the Opportunity home page, opportunity records, and list views. Insights can be dismissed and feedback can be left on the relevance. Opportunities can also be edited from the home page now—things like Close Date and emailing a contact is now possible from the home page. There are several types of insights available on Opportunities:

  • Deal Predictions are based on recent activity and opportunity data to determine how likely the opportunity is going to close on time
  • Follow-Up Reminders can be set up if the contact hasn’t responded to communications in awhile or if no communication has occurred on an opportunity in some time. Automated Activity Capture can help reps add their communications to contacts so that more effective and on-time communications successful deals
  • Key Moments are notifications that come through to Salesforce when significant events happen such as a contact leaving the company or mentions a competitor

Account Insights also provide news articles to your team to give you a more complete picture of what is happening with your closer. Key fields on your Accounts such as Account Name and Website determine which insights are returned.

Some features in Einstein require a Feature License.

Service Cloud

September 2016 brought Salesforce the acquisition of HeyWire, a mobile messaging app. The Spring ’17 Release brings HeyWire to Salesforce as a third-party platform messaging channel for your Contact Center. SMS, International SMS, and Facebook Messenger are all supported through LiveMessage. Multiple conversations can also be handled by service agents.

The Field Service Lightning iOS Mobile App has also been released. It includes offline access and allows technicians to:

  • View their schedule
  • Check Work Orders, reach contacts, and verify addresses
  • Create and edit records to log work and book follow-up appointments
  • Capture signatures from customers for completed work
  • Track updates with push notifications
  • View Salesforce Knowledge articles
  • Track inventory and parts consumed for completing jobs

Salesforce looks to be very committed to continuous improvement with the announcement of Service Cloud with Lightning Experience for Service available as a beta release.

Desktop CTI (also known at CTI Toolkit) has been retired in the Spring ’17 Release due to the move to TLS 1.1 and TLS 1.2. Open CTI must now be migrated to for your CTI to continue working.

Omni-Channel Supervisor is also a new feature of Service Cloud this Spring. Service managers can now monitor the health of their call center through the channel—agents, queues, and work is streamed live in the channel. Managers can now see customer wait times, open work, which agents are live, what cases are assigned to agents, and open capacities. The maximum number of queued work items is now 5,000 per hour with 30,000 maximum pending routing requests. Customers are also now able to click links and save chats in iOS. These features are currently only available in Salesforce Classic.

For short demos on all the Service Cloud features, check out the Salesforce Spring ’17 Service video.

Posted by Carin Vigil

Carin Vigil is a Principal Consultant in SaaS/Salesforce business unit. She has 5 years of Salesforce experience as a Solution Consultant and System Administrator with a background in pharmaceuticals/health care and industrial distribution. Carin has a BBA in Accounting and an AAS in Medical Laboratory and holds five certifications in Salesforce including Sales and Service Cloud Consultant. In her spare time, Carin enjoys hiking, traveling, reading fiction novels, and has recently taken up golf lessons. She is based in Durham, NC.

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