Category: Salesforce

Dreamforce 2025: Complete Guide

Our Dreamforce 2025 Complete Guide covers everything you need: Key Dates, pricing, sessions, parties, and pro tops to make the most of Dreamforce.

If you’ve ever worked in the Salesforce ecosystem, chances are you’ve heard of Dreamforce. Dreamforce is the annual mega technology event that brings together tens of thousands of Salesforce professionals for three days of innovation, inspiration, and connection. Since its launch, Dreamforce has become far more than a business conference; it truly is an experience unlike any other. Here is your go-to guide for Dreamforce 2025.

What is Dreamforce 2025?

Dreamforce 2025, hosted by Salesforce, is more than just a conference — it’s a high-energy gathering of innovators, leaders, and Trailblazers worldwide. Every year, the Salesforce community comes together in San Francisco (and online) to explore new ideas, build lasting connections, and get inspired by the future of AI, CRM, and customer success. This year’s event highlights trusted AI and the latest innovations like Agentforce, empowering attendees to become true Agentblazers and rethink what’s possible with technology.

Here’s what you can expect from Dreamforce 2025:

Learn What’s New (and What’s Next)

From visionary keynotes to interactive product demos and hands-on training sessions, you’ll gain insights into the latest advancements across AI, CRM, data, and automation.

Connect With Fellow Trailblazers

Join thousands of professionals to discover new ideas, share best practices, and collaborate on real-world challenges across industries.

Get Inspired

Hear powerful stories of innovation and impact from thought leaders and Salesforce customers who are transforming the way business gets done.

Give Back

Participate in volunteer activities and charitable opportunities throughout the event, which are a core part of the Dreamforce culture and the Salesforce mission.

Have Fun

From unforgettable after-parties to the epic Dreamfest concert, Dreamforce is also a celebration with plenty of moments to unwind, dance, and make memories.

When and Where is Dreamforce 2025?

Dreamforce 2025 takes place October 14–16 at the Moscone Center in San Francisco, CA. If you can’t make it in person? No worries, Salesforce will also stream the biggest moments live on Salesforce+, their on-demand digital platform.

Who Attends Dreamforce?

Dreamforce is built for everyone in the Salesforce ecosystem, from seasoned pros to curious newcomers. Whether you’re an admin automating workflows, a developer building custom apps, an architect designing scalable solutions, or a trailblazer charting your own path with Salesforce, there’s something here for you.

Attendees span every industry, job, role, and experience level. At Dreamforce 2025, you’ll find:

  • IT Leaders and Decision Makers
  • Sales, Service, and Marketing Professionals
  • Partners and Consultants
  • Nonprofits and Educators
  • First-Time Attendees

No matter your role, Dreamforce is where the entire Salesforce ecosystem comes together to grow, connect, and get inspired.

Agenda for Dreamforce 2025:

Dreamforce 2025 features multiple session types designed to match how you learn best:

Main Keynote

The latest product innovation and major announcements from Salesforce. Experience live demos, listen to key speakers, and be inspired by customer success stories.

Keynotes

Experience the latest product innovations and announcements from Salesforce with live demos, customer success stories, and more for a specific buyer, industry, or topic.

Breakout Sessions

45-minute presentation focusing on a specific product or solution, followed by a Q&A session.

Theater Sessions

20-minute informative session introducing a specific topic.

Roundtables

Small-group discussions to share challenges, best practices, and success stories.

Workshops

Participate in an expert-led 60-minute session to learn a new product or skill.

Hands-On Training

A 60—or 90-minute session that includes guided exercises and hands-on practice in a Salesforce org by a Salesforce expert.

Dreamforce Parties

When the learning ends, the celebrations begin. Dreamforce is known for its electric after-hours scene, from happy hours and rooftop mixers to the can’t-miss Dreamfest, where past headliners have included U2, Metallica, and the Foo Fighters. Expect major musical acts and unforgettable networking experiences.

Check back soon for updates on the parties, performers, and can’t-miss events happening after dark at Dreamforce 2025.

Dreamforce 2025 Pricing

Ticket pricing tiers are:

  • Early Bird Pass: $1,499
  • Last-Chance Access: $1,899
  • Full Conference Pass: $2,299

Prices rise as the event gets closer, so it’s smart to book early.

Click here if you would like to register.

5 Dreamforce 2025 Survival Tips

Bring a Portable Phone Charger

The last thing you want is your phone or tablet dying in crucial parts of the day at Dreamforce. If you have a portable charger, pack one; if you don’t, we suggest you buy one. Your devices will die faster than you think due to the venues and presence of other attendees’ devices. One tip could be to put your phone on Airplane Mode when not using it and stay connected to Wi-Fi as much as possible when you are. With many attendees trying to access cell phone networks, your phone’s battery could drain quickly!

Stay Hydrated and Pack a Snack

Hydration will be key. You will be talking, walking, and networking all day. Pack a good snack for the event, as it’s possible to lose track of time and forget to eat. You do not want to lose energy during Dreamforce, so pack something to keep your energy levels at a high capacity. Dreamforce will have food available for purchase, but lines tend to stay long throughout the day. Remember to eat a big breakfast!

Leave Earlier Than Usual

Whether you’re walking, taking a Lyft/Uber, the Bart, a bicycle, or any mode of transportation, LEAVE EARLY. Traffic will be crazy during Dreamforce, and you don’t want to miss crucial sessions or meetings because you’re late. There will be plenty of exciting things to do on the Dreamforce campus while waiting for sessions to begin.

Wear Comfortable Shoes

The last thing you need is your feet killing you. Do not wear uncomfortable shoes or new shoes you have not worn yet. If you do, your feet will hate you and you will be in pain. Don’t let your feet be the reason you leave early and miss out on important sessions.

Map and Plan Out Your Events!

Do not underestimate the size of Dreamforce. To successfully attend all desired sessions, you will need to map and plan every event on the schedule and map. Review your map each morning and bring it with you to make sure you stay on track.

If you would like to learn more about Dreamforce 2025, please contact us.

About Corrao Group

Since 2008, Corrao Group has been a trusted global Salesforce partner, helping B2B organizations across retail, consumer goods, manufacturing, and healthcare drive digital transformation. Our expertise spans Salesforce Consumer Goods Cloud for Sales & Service, Retail Execution (REx), Customer Planning & Forecasting (CPF), Trade Promotion Management (TPM), Agentforce, and Data Cloud. With seamless integration and a deep understanding of industry challenges, we translate complex business processes into scalable, high-performing Salesforce solutions. As power users and implementation experts, we optimize operations, enhance decision-making, and accelerate growth—ensuring your business stays ahead in a competitive market.

Salesforce Summer ’25 Release Notes for Analytics

The Salesforce Summer ’25 Release Notes for Analytics delivers powerful new enhancements, giving users greater flexibility, precision, and control over how data is accessed, visualized, and shared. From refreshing individual dashboard widgets to securely connecting Snowflake data via OAuth, these updates streamline reporting and unlock deeper insights. Users can now build more granular reports with semantic data models, customize dashboard widgets, and deploy reports faster using change sets or managed packages. Learn the latest updates for Analytics below.

Choose Which Dashboard Widgets to Refresh (Generally Available)
Refresh only the dashboard widgets that you need rather than the entire dashboard. For example, a support team member can refresh only the Open Tickets widget to see the most up-to-date list of unresolved issues, without refreshing other widgets on the dashboard.

Designate One Email Address to Send Report Subscription Notifications (Generally Available)
Create consistent email communications and reduce the risk of spoofing by using an organization-wide email address to send report subscriptions from. Previously, emails were sent with the address of the user who created the report subscription.

Designate One Email Address to Send Dashboard Subscription Notifications
Create consistent email communications and reduce the risk of spoofing by using an organization-wide email address to send dashboard subscriptions from. Previously, emails were sent with the address of the user who created the dashboard subscription.

Unlock Trends from Calculated Insights in Semantic Data Model Reports
Get an in-depth analysis of records in a semantic data model by including its calculated insights in a Data Cloud report. When you create a semantic model report, you can apply the multidimensional metrics and segments defined in the calculated insight to your report. The Report Builder also retains the insight’s filters and joins so that you report on the semantic model efficiently and discover data patterns from related records quickly. Leverage the insight’s segments to bucket the report, set conditional formatting rules on the insight’s fields, and use them in advanced formulas.

Build More Granular Summary Reports
To fine-tune your analysis and surface more insights, add up to five row groupings to a semantic model summary report. Simultaneously track detailed metrics with row-level formulas and gain a comprehensive view with aggregate summaries for related data in the same report. For example, focus your marketing efforts with a semantic model report that unifies data from different marketing channels and ranks the sources based on five demographic characteristics: age group, gender, education, income, and family status.

Distribute Reports and Dashboards on Semantic Data Models with Managed Packages
To give your colleagues access to semantic data model reports or dashboards, you can easily package them and their dependent components in a first-generation managed package for distribution. You can deploy semantic model reports and dashboards from a source org to a target org when the semantic model is located in the same dataspace in both orgs.

Deploy Reports and Dashboards on Semantic Data Models Using Change Sets
When you’re ready to migrate a semantic data model report or dashboard from a sandbox to a production environment, speed up the process with a change set. Using a simple point-and-click interface, you can migrate reports and dashboards from a sandbox to any org with an established deployment connection. Previously, you deployed these reports and dashboards programmatically using Metadata API.

Filter and Navigate with the List Widget
You can now configure the list widget to navigate to another page or dashboard. This enhancement removes the need to use a list widget to filter and a link widget for navigation, resulting in a more efficient dashboard building experience.

Add Custom Headers and Sorting in the Repeater Widget
Custom headers can now be added to the repeater widget, removing the need for workarounds such as adding a text widget above it. You can also customize the repeater header to sort your data.

Maximize Data Clarity with Customizable Table Widget Tooltips
You can now add custom tooltips to table widget columns to provide valuable information, such as the method of calculation, definitions of terms, and data sources. With clear and concise explanations, you can help users better understand the data and promote transparency.

Get One-Click Filtering and Navigation with the Toggle Widget
You can now configure the toggle widget to navigate to another page or dashboard. This enhancement removes the need to use a toggle widget to filter and a link widget for navigation, resulting in a more efficient dashboard building experience.

Connect to Your Snowflake Data Using Direct Data for Snowflake with OAuth (Generally Available)
Create a live connection to your Snowflake warehouse and explore your data where it lives without copying it for CRM Analytics. By configuring Snowflake, Salesforce, and CRM Analytics with an external OAuth authorization server, such as Okta, you can achieve a secure integration that protects your data while providing real-time access for your analytics.

If you would like to learn more about the Salesforce Summer ’25 Release Notes for Analytics, please visit our website.

About Corrao Group

Since 2008, Corrao Group has been a trusted global Salesforce partner, helping B2B organizations across retail, consumer goods, manufacturing, and healthcare drive digital transformation. Our expertise spans Salesforce Consumer Goods Cloud for Sales & Service, Retail Execution (REx), Customer Planning & Forecasting (CPF), Trade Promotion Management (TPM), Agentforce, and Data Cloud. With seamless integration and a deep understanding of industry challenges, we translate complex business processes into scalable, high-performing Salesforce solutions. As power users and implementation experts, we optimize operations, enhance decision-making, and accelerate growth—ensuring your business stays ahead in a competitive market.

Sources
Salesforce Summer ’25 Release Notes for Analytics

Salesforce Summer ’25 Release Notes for Agentforce

The Salesforce Summer ’25 Release Notes for Agentforce bring significant enhancements, including making AI-driven automation more flexible, secure, and efficient. Flex Credits align costs with value by charging only when actions are performed, while the new Employee Agent streamlines internal workflows using templates and guided setup. Improved agent switching, stricter verification for sensitive tasks, and enhanced case creation boost reliability and support speed. Updates also include better search experiences, richer UI customization with Lightning types, and easier setup for agent actions across the platform. Learn the latest updates for Agentforce below.

Simplify Agentforce Credit Consumption with Flex Credits
Flex Credits are a new, flexible unit of payment for Agentforce. Flex Credits are charged when an agent executes an action, aligning cost directly to value.

Automate Employee Workflows with Agentforce Employee Agent
Improve productivity, user experience, and data security by automating employee interactions and workflows using the Agentforce Employee agent (AEA). The Agent Creator guides you through setup using a natural language interface and provides templates for specific employee workflows. For standard topics and actions, the Employee Agent delivers appropriate role-based responses to reduce manual effort, accelerate task completion, and enhance the employee experience. Agentforce Employee agent supports Flow and Apex class configurations to extend automation.

Use the Right Agent for the Job in Employee Channels
You want the right agent to answer user questions when you have multiple employee agents enabled in an org. Now, users can easily switch between all the agents installed in your org. If an agent can’t answer the user’s question, it tells the user to switch to another agent.

Improve Agentforce Service Agent Security with Updated Verification Actions
To reduce the risk of unauthorized access, Agentforce Service agent interactions now require verification before performing sensitive tasks. The new verification actions now respond to the Contact ID, which represents a verified customer. The previous versions, which will be deprecated on July 13, 2025, responded to the Contact Record, which is unverified. A new Service Customer Verification topic collects the information required to perform the secure actions. The older versions will continue to function in existing agents, but will no longer be available when creating or updating agents.

Improve Support Efficiency with Enriched Case Creation
To streamline case creation, use the Create Case with Enhanced Data action to automatically generate structured cases with summaries. When conditions are met, the most recent case in a messaging session also includes a linked transcript.

Improve User Search Experience by Sharing Data Category Selection with Agentforce Service Agent (Beta)
Resolve user queries faster by passing information about the data categories selected by the user to Agentforce Service Agent. This enables the Agentforce Service Agent to provide relevant solutions to user queries faster.

New and Changed Standard Agent Topics and Actions
Quickly add powerful functionality to an agent with new and changed standard agent actions and topics.

Enhance Agent Action UI with Custom Lightning Types
Improve the Agentforce (Default) agent UI in Lightning Experience with custom Lightning types and LWCs to create a more intuitive and user-friendly agent action input and output. This feature enhances the user interface by making sure that chat responses look exactly as needed. As a result, the interface becomes more intuitive and user-friendly.

Find Lightning Types for Agentforce (Default) More Easily
Now you can easily find and use your org’s Lightning types for the Agentforce (Default) agent in Lightning Experience. The Setup UI now features a list view of all custom and standard Lightning types deployed in your org, so that you can quickly identify and streamline customization for agent actions.

If you would like to learn more about the Salesforce Summer ’25 Release Notes for Agentforce, please visit our website.

About Corrao Group

Since 2008, Corrao Group has been a trusted global Salesforce partner, helping B2B organizations across retail, consumer goods, manufacturing, and healthcare drive digital transformation. Our expertise spans Salesforce Consumer Goods Cloud for Sales & Service, Retail Execution (REx), Customer Planning & Forecasting (CPF), Trade Promotion Management (TPM), Agentforce, and Data Cloud. With seamless integration and a deep understanding of industry challenges, we translate complex business processes into scalable, high-performing Salesforce solutions. As power users and implementation experts, we optimize operations, enhance decision-making, and accelerate growth—ensuring your business stays ahead in a competitive market.

Sources
The Salesforce Summer ’25 Release Notes for Agentforce

Salesforce Summer ’25 Release Notes for Service Cloud

The Salesforce Summer ’25 Release Notes for Service Cloud brings major enhancements to Agentforce and employee service tools. From AI-powered email responses and follow-up prompts to visual CSAT normalization and entitlement automation, teams can resolve cases faster and with greater precision. Mobile and UI improvements make it easier for reps and supervisors to manage workloads, monitor real-time conversations, and streamline approvals. Learn the latest updates for Service Cloud below.

Boost Efficiency and Enhance Employee Experience with Agentforce for Self-Service
Use the Agentforce Employee Service template, along with its predefined topics and actions to build an agent that helps resolve common employee support requests. With Agentforce, your employees can easily check their leave balance, generate an employment verification letter, access enablement program details, submit expense claims, request leave, update direct deposit information, and manage their profile details. Always available, Agentforce ensures your employees’ cases are handled quickly and efficiently.

Update Permissions for Agentforce Service Assistant Users (Release Update)
Starting in Winter ’26, access to Service Assistant is provided only through the Service Planner User permission set license. At that time, permissions for Service Assistant will be removed from the Salesforce license, and feature access through that license isn’t available.

Enable Business Hours Age to Track Accurate Case Age Without Raising a Support Case
Include the Business Hours Age field on case reports without raising a support case. Business Hours Age helps you track accurate case age. This helps your support teams work within realistic timelines and provide timely customer service.

Close Cases Faster by Adding the Close Case Button to the Case Details Page in Lightning Experience
After resolving a customer’s case, service reps can close the case directly from the case details page by clicking the Close Case button. This saves time that would be wasted navigating elsewhere to close the case.

Gain Precise Insights with Normalized CSAT Scores
View customer satisfaction (CSAT) scores on a consistent scale of 0 to 5, regardless of the original scale used in the customer survey. This makes it easier to accurately interpret your customer satisfaction levels and identify areas for improvement.

Automate Your Customer Emails With Agentforce (Generally Available)
Agentforce for Service on Email responds autonomously to customer emails. It provides relevant information with an appropriate tone. For example, if a customer emails you asking when their package will arrive, Agentforce Service Agent can provide them the estimated delivery date and tracking number. Email responses are grounded in your Agentforce Data Libraries and topic instructions.

Accelerate Case Resolution and Boost Service Efficiency with Einstein Follow-Up Emails
Create friendly follow-up emails with the Follow-Up Service Email prompt template in Prompt Builder. Service reps can use this template to quickly generate and send follow-up emails to customers who haven’t responded.

Drive Employee Enablement Program Completions with Enhanced Oversight
Your managers can now view information about the employee enablement programs assigned to their team members. The information includes program name and description, due date, and percentage completion. For quicker insights, managers can filter the programs. With better oversight, managers can track the programs and assist their team members in completing the programs.

Boost Rep Efficiency and Minimize Violations by Automatically Mapping Entitlements
Automatically map entitlements to the corresponding cases, work orders, and incidents based on predefined rules. This change boosts rep efficiency, minimizes SLA violations, and simplifies administration by eliminating the need to map entitlements to each case, work order, or incident. If needed, service reps can manually change the entitlement auto-applied to a case.

Get a Visual Representation of Participants’ Survey Progress
Participants can see how much they have progressed in the survey with a visual progress bar indicator that shows the percentage of progress. This update makes it easier for participants to stay on track and to see how much they have left to go.

Gather Feedback to Improve Your Knowledge Base (Generally Available)
Use Knowledge Feedback to capture feedback on your Knowledge articles and assign feedback responses to the appropriate people or teams for action. It’s a great way to see how useful your articles are and to identify areas for improvement. This feature helps keep your articles relevant and up to date, making sure that Agentforce responses are accurate and helpful.

Simplify Service Cloud Feature Discovery and Setup
With Salesforce Go, you can discover, set up, and configure service features, and track feature usage, all from one location in Setup. Learn more about features and get help with configuration by accessing content resources and links. Explore more service products and features, and if you’ve turned on the Your Account app, you can purchase add-on licenses for some features directly from Salesforce Go.

Resolve User Search Queries Faster by Sharing Data Category Selection with Agentforce Service Agent (Beta)
Empower your users who are in mission-critical situations with faster resolution to their search queries by passing information about the data categories selected to Agentforce Service Agent in real time. Agentforce Service Agent automatically suggests answers to users’ search queries by searching the knowledge base.

Use Status-Based Capacity with Voice (Generally Available)
Allocate rep capacity based on the status of a rep’s accepted work. Status-based capacity was previously available for other service channels, but it’s now available for Voice. Thanks to status-based capacity, voice calls are available on Lightning apps with standard navigation. This feature is now generally available.

Declutter Omni Supervisor with Only Relevant AI Agents
Salesforce admins can now configure which AI agents are visible to each supervisor in Omni Supervisor. To enable supervisors to focus on the most important AI Agent conversations to them, modify supervisor configurations. Previously, every supervisor saw all active AI agents, up to 10 Service agents. If there are more agents, the top 10 agents with the most conversations appear in the tab.

Provide Better AI Support with Real-time Monitoring of Email Conversations
To make sure that Agentforce Service Agents are providing quality service via email, supervisors can now monitor the email conversations between Service agents and your customers. Supervisors can now view and manage real-time Service agent email conversations in the AI Agents tab of Omni Supervisor. Previously, supervisors could monitor only messaging conversations.

Respond Quickly to Changes in Service Channel Demand with Agentforce
Streamline your workflows by allowing supervisors to update reps’ presence statuses through a conversational interface. To quickly handle spikes and lulls in a service channel, supervisors can make more reps available for a service channel. To specify which reps are available, supervisors can change the reps’ presence status by using Agentforce. For example, use this feature to make more reps available for a Messaging channel that has work items building up in the backlog.

Show Estimated Wait Times When Routing Work to Skills
To set customer expectations and improve their satisfaction, you can now share estimated wait times when you route work to a required skill or set of skills. To calculate the time, during the calculation, we use only recently answered work that matches the same required skills. The additional skills are ignored. Previously, we supported Estimated Wait Time when work is routed to queues only. Also, to increase the accuracy of Estimated Wait Time, we simplified the calculation to now use a weighted average, where the more recently added work weighs heavier than the older work.

If you would like to learn more about the Salesforce Summer ’25 Release Notes for Service Cloud, please visit our website.

About Corrao Group

Since 2008, Corrao Group has been a trusted global Salesforce partner, helping B2B organizations across retail, consumer goods, manufacturing, and healthcare drive digital transformation. Our expertise spans Salesforce Consumer Goods Cloud for Sales & Service, Retail Execution (REx), Customer Planning & Forecasting (CPF), Trade Promotion Management (TPM), Agentforce, and Data Cloud. With seamless integration and a deep understanding of industry challenges, we translate complex business processes into scalable, high-performing Salesforce solutions. As power users and implementation experts, we optimize operations, enhance decision-making, and accelerate growth—ensuring your business stays ahead in a competitive market.

Sources
Salesforce Summer ’25 Release Notes for Service Cloud

Salesforce Summer ’25 Release Notes for Sales Cloud

The Salesforce Summer ’25 Release Notes for Sales Cloud add powerful upgrades, especially around Agentforce SDR and Einstein Conversation Insights. SDR agents can now engage contacts and person accounts—not just leads—while teams can test and track email generation directly in Agent Builder. Additional updates include improved LinkedIn lead syncing, video call insights with ECI, faster route optimization in Maps, and simplified setup for consumption forecasting. Sales ops teams also benefit from easier quota planning and smarter data sharing across companion orgs. Learn the latest updates for Sales Cloud below.

Reach Out to All Kinds of Customers with Agentforce SDR
Sales teams can now automate outreach to contacts and person accounts in addition to leads. If your business uses contacts or person accounts as the initial customer record, your SDR agent can nurture those relationships too. You can also use your SDR agent to initiate cross sales, upgrade, and other sales programs aimed toward your existing customers.

Test Agentforce SDR Email Generation in Agent Builder
In Agent Builder, you can test how your SDR agent generates intro emails, nudges, and replies to prospect emails. The Agent Builder Preview panel lets you enter the details of the scenario you want to test, and then view the email the SDR agent generates.

See Your SDR Agent’s Work at a Glance
Track your SDR agent’s lead outreach and monitor success in Agent Control Center. See how many leads are assigned to the agent, how many have been emailed, replied, requested a meeting, and more.

Review and Update Settings to Capture Leads from LinkedIn (Release Update)
If you’re syncing leads from LinkedIn Lead Forms to Salesforce, you must manually disconnect your LinkedIn account, reconfigure the feature by enabling a new setting, and then reconnect your account. Otherwise, LinkedIn leads will stop syncing when LinkedIn retires their legacy Ads Lead Sync APIs. This update was first available and scheduled to be enforced in Winter ’25, but we postponed the enforcement date to Summer ’25.

Identify Coachable Moments by Uploading Recorded Video Calls
Process important meetings that were recorded on a third-party platform by using Einstein Conversation Insights (ECI). Upload video call recordings under 2 GB in the MP4 format and get insights, see transcripts, and identify coachable moments surfaced from that meeting.

Optimization Enhancements and Changes
Discover the benefits of improved route optimization results, faster processing times, and more frequent updates to road network data in Salesforce Maps.

Navigate Quota Plans Easily
Work with large volumes of data without losing context when you freeze specific columns and headings with Quota Planning. Now when sales operations work on quota plans, Territory and Owner columns and table headings remain in a fixed position.

Manage Prospecting Center Efficiently with Companion Orgs
Multiple companion orgs can now access Prospecting Center by using a single Data Cloud home org. Optimize the usage of Data Cloud licenses with this feature. Companion org users can now easily find their home org, look at shared data spaces, and check the health of their connection right within Setup. Companion org users are now allowed to locate their home org, view shared data spaces, and monitor their connection health. It also personalizes the user experience and ensures that users see only the data that they are authorized to access.

Automate Prerequisite Steps to Configure Consumption Forecasting with One Click
Simplify the consumption forecasting setup by deploying the Forecasting data kit. The data kit automatically creates the required data lake and data model objects for standard objects. As a result, the data import process is streamlined and you no longer need to create objects in Data Cloud manually.

If you would like to learn more about the Salesforce Summer ’25 Release Notes for Sales Cloud, please visit our website.

About Corrao Group

Since 2008, Corrao Group has been a trusted global Salesforce partner, helping B2B organizations across retail, consumer goods, manufacturing, and healthcare drive digital transformation. Our expertise spans Salesforce Consumer Goods Cloud for Sales & Service, Retail Execution (REx), Customer Planning & Forecasting (CPF), Trade Promotion Management (TPM), Agentforce, and Data Cloud. With seamless integration and a deep understanding of industry challenges, we translate complex business processes into scalable, high-performing Salesforce solutions. As power users and implementation experts, we optimize operations, enhance decision-making, and accelerate growth—ensuring your business stays ahead in a competitive market.

Sources
Salesforce Summer ’25 Release Notes for Sales Cloud

Salesforce Summer ’25 Release Notes for Consumer Goods Cloud

The Salesforce Summer ’25 Release Notes for Consumer Goods Cloud delivers powerful new enhancements, focusing strongly on Trade Promotion Management (TPM) and Retail Execution. The TPM updates empower brands to plan smarter, execute faster, and adapt to real-world sales behaviors, ike capturing data for discontinued products and factoring forward buys into uplift predictions. On the Retail Execution side, mobile capabilities are more flexible than ever, with Bluetooth printing, hybrid delivery visit support, and app customization via Lightning Web Components. Together, these features enable consumer goods companies to optimize operations across the entire sales and delivery lifecycle. Learn the latest updates for Consumer Goods Cloud below.

Trade Promotion Management

Get More Accurate Account Plans and Customer Business Plans
A discontinued product can still generate sales through leftover inventory. Get a more accurate view of your profit and loss (P&L) and plan better by making sure that the actuals, such as sales, revenue, and spend, are still captured for the discontinued products in your customer business plan (CBP) and account plan.

Ingest Key Performance Indicator (KPI) Data from Processing Services to Data Cloud (Pilot)
Use the Trade Promotion Management (TPM) data connector to sync KPI data directly from Consumer Goods Processing Services. Get KPI data from objects for daily measure integer and daily measure real, promotions, and payment tactics. Use the Data Explorer to view the data or the Query Editor to run SQL-like queries for performing advanced analyses.

Improve Sales Uplift Predictions with Forward Buy
Enhance trade promotion strategies by considering the forward buy effect in sales uplift predictions. Estimate the forward buy, adjust the uplift value, and train the model on this adjusted data to achieve more precise uplift predictions and optimize ROI on trade promotion spending.

Simplify Adding Tactics to Promotions
Choose the order in which tactic templates appear when you add them to a promotion. View the most relevant tactic templates first.

New and Changed Objects in Trade Promotion Management
Do more with the new and updated Trade Promotion Management objects.

Indicate whether discontinued products are included in the account plan and customer business plan (CBP). After you’ve included ‌discontinued products, you can’t exclude them
Use the new cgcloud__Should_Include_Discontinued_Products__c field on the cgcloud__Sales_Organization__c object.

Specify a lookback period to include discontinued products whose end dates fall within that period. A single lookback period spans 380 days. The lookback period goes back from the start of the customer business plan or account plan. It goes back by 380 days for a 1-year period and 760 days for a 2-year period
Use the 1 and 2 picklist values in the cgcloud__Lookback_Period_In Years__c field on the cgcloud__Sales_Organization__c object.

Set the order you want your tactic templates to show in the dropdown menu when you add a tactic to a promotion
Use the new Sort__c field on the cgcloud__Promotion_Template_Tactic_Template__c object.

New and Changed APIs in Trade Promotion Management

Do more with the new and changed APIs in v64.

When you retrieve a list of products using the GetProductsCallout APEX request
Use the new DISCONTINUEDPRODUCTSFILTER process step in ProductResolutionConfiguration to include discontinued products in the results.

Get a List of Transactions for a Time Period
This API includes enhancements in this release. The enhancement is that the list of transactions retrieved from this API request includes all the transactions available in the organization. Earlier, only the transactions associated with the logged-in user were returned.

Retail Execution

Receive and Process Data from External Apps in Consumer Goods Cloud Mobile App
Receive and send data to third-party apps through mobile linking. Tailor the handling of incoming data and app behavior by customizing the app flows and business logic. For example, let’s say your merchandisers conduct planogram check tasks, such as price, distribution, and availability, on an external app during store visits. When the Consumer Goods (CG) Cloud mobile app and external app communicate through mobile linking, the customization passes the product-related KPIs to the product survey page in the CG Cloud mobile app.

Customize Consumer Goods Cloud Mobile App Faster with LWC Quick Actions (Beta)
Make customizations for online scenarios faster and easier using Lightning Web Components (LWCs) and integrate them with quick actions on iOS devices. Implement custom mobile processes, such as contract management and case handling, without modeling the app offline or synchronizing data.

Enable Quantity Adjustments and Cash Collection During Deliveries
Give tour drivers the flexibility to adjust preordered product quantities during deliveries. After the driver adds or scans products from the stock available in the vehicle, they can also collect cash or partial payment for deliveries.

Drive Retail Execution During Delivery Visits
Use the hybrid user persona to perform retail visit tasks in addition to the tour driver tasks. Hybrid users can perform and streamline store or shelf compliance checks, track assets, and create retail orders during deliveries.

Print Paper Invoices and Reports On the Go with a Bluetooth Thermal Printer
Connect mobile devices to a Bluetooth thermal printer and print documents on the go on 3-inch endless paper from the Consumer Goods mobile app. During store visits, sales reps can quickly produce hard copies of invoices, documents, and reports to provide to customers.

Complete Audits with Optimized Layout
Help users easily finish store and Point Of Sale (POS) audits with the new layout on the Consumer Goods Cloud mobile app by improving readability and adding visual cues to highlight conditional questions.

Find Records Faster in Consumer Goods Cloud
Use global search to find specific records within searchable objects in Salesforce org and quickly locate the information you need to make smart, informed decisions.

Visualize Relevant Customers on the Map
Hide planned customer visit locations and view only the ‌customers matching the search criteria on the map. Eliminate the tedious zooming and panning, and quickly identify relevant customers on the map.

Improve Data Cloud Insights with New Data Streams and Mappings
Retail Enhanced data kit now consists of new mappings for Data Lake Object (DLO) that connect to preconfigured Data Model Objects (DMOs) in Data Cloud. Benefit from the updated and the new mappings for entities such as Order Item, Account Extension, Promotion Store, Account Receivables, Job Definition Template, and Assortment Product.

Authenticate to Consumer Goods Mobile App on iOS Devices with Native Mobile SDK (Beta)
Use all features of the Consumer Goods Cloud mobile app for iOS, whether you’re online or offline, with the new unified authentication. The native Salesforce Mobile SDK helps the app run smoother and more reliably.

Use Flexible Approval Processes for Consumer Goods Cloud
Enable users other than the creator to submit an order or task for approval. All Direct Store Delivery and Van Sales orders are now set to Ready status after drivers complete their orders and the order’s approval processes are done. Review the approval processes and if necessary, tailor them based on business needs. We recommend keeping the Initial Submitters field as Group: All Internal Users for the approval processes.

Penny Perfect Pricing V1 Is Being Retired
The Penny Perfect Pricing V1 batch process is scheduled for retirement in Winter ’26. After upgrading to Winter ’26, you can’t schedule or run the Penny Perfect Pricing V1 batch process through an Apex class in Consumer Goods Cloud managed package. To process pricing conditions, use the enhanced Penny Perfect Pricing V2 batch process. The V2 process improves logging, supports rebuild mode, and provides better scalability for the processed pricing conditions.

Get Updated Permission Sets for Direct Store Delivery
If you’re upgrading to Summer ’25 and use managed permission sets, field permissions for newly introduced fields for the Direct Store Delivery feature are automatically added to your existing managed permission sets and profiles when you upgrade. If you’re using the CGCloud Analytics User unmanaged permission set and want to use the newly introduced fields, remember to manually provide fields permissions for the fields.

Other Improvements in Retail Execution
A minor change to Retail Execution includes use of the sales org to decide the calculation schema and arrive at accurate calculations for an order in Summer ’25.

Changed Objects for Retail Execution
Collect cash or partial payments, update purchase number, create hybrid users and more with the changed Retail Execution objects. Changes span across areas such as fields, page layouts, custom permissions, picklist values, and validation rules across features such as Direct Store Delivery and hybrid users.

Field Changes

To use the new fields, add them to page layouts and make sure your users have edit access to them.

Collect partial payment for a cash delivery
Use the new cgcloud__Is_Partial_Payment_Allowed__c field on the existing cgcloud__Order_Template__c object.

Update purchase number while reviewing a delivery
Use the new cgcloud__Can_Purchase_Number_Update_Allowed__c field on the existing cgcloud__Order_Template__c object.

If you would like to learn more about the Salesforce Summer ’25 Release Notes for Consumer Goods Cloud, please visit our website.

About Corrao Group

Since 2008, Corrao Group has been a trusted global Salesforce partner, helping B2B organizations across retail, consumer goods, manufacturing, and healthcare drive digital transformation. Our expertise spans Salesforce Consumer Goods Cloud for Sales & Service, Retail Execution (REx), Customer Planning & Forecasting (CPF), Trade Promotion Management (TPM), Agentforce, and Data Cloud. With seamless integration and a deep understanding of industry challenges, we translate complex business processes into scalable, high-performing Salesforce solutions. As power users and implementation experts, we optimize operations, enhance decision-making, and accelerate growth—ensuring your business stays ahead in a competitive market.

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Salesforce Summer ’25 Release for Consumer Goods Cloud

Driving Sales Growth With Salesforce Consumer Goods Cloud for Sales

With Salesforce Consumer Goods Cloud for Sales, companies can optimize their sales processes, reduce costs, and increase revenue through AI-driven insights and automation.

Driving sales growth is an essential part of success for all retail and consumer goods companies. With an ever-growing competitive market, brands need a powerful tool/technology to accelerate account growth, enhance productivity, and improve collaboration. With Salesforce Consumer Goods Cloud for Sales, companies can optimize their sales processes, reduce costs, and increase revenue through AI-driven insights and automation. Here’s how Salesforce Consumer Goods Cloud for Sales can enable brands to drive sales growth.

Key Focus Areas for Sales Growth

Grow Accounts

Salesforce Consumer Goods Cloud for Sales empowers brands to manage accounts and opportunities more effectively by giving sales teams a complete 360 view of customer interactions and performance. This makes it easier to identify new opportunities and build stronger established relationships with retailers.

Account and Opportunity Management: Salesforce provides a unified platform for tracking and managing all aspects of customer accounts. From initial contact to deal closure, teams can stay on top of each opportunity to improve response times and boost win rates.

Case Management: With robust case management tools, businesses can deliver exceptional customer service by resolving issues quickly and efficiently. Salesforce automates the routing of customer inquiries to the right team members, ensuring faster resolutions and improved customer satisfaction.

Reports & Dashboards: Salesforce’s real-time customizable reports and dashboards offer deep insights into account performance, helping sales teams track key KPIs and adjust their strategies.

Collaborate Efficiently

Salesforce Consumer Goods Cloud enhances team collaboration by providing tools that streamline communication, forecasting, and activity tracking. With everything integrated into one platform, teams can collaborate more effectively to close deals faster.

Collaborative Forecasting: Salesforce enables teams to collaborate on forecasts, ensuring that sales can improve forecast accuracy and align resources to meet sales goals.

Omni-Channel Case Routing: This feature ensures that every customer inquiry or issue is routed to the right team or individual based on availability, expertise, or priority. This reduces response times and enhances the customer experience, leading to stronger client relationships.

Einstein Activity Capture: By automatically syncing emails, calendar events, and other interactions, Einstein Activity Capture ensures no communications are missed. Sales reps can focus on building relationships, while Salesforce keeps track of all activities in the background, reducing time-consuming administrative tasks.

Reduce Costs

Salesforce Consumer Goods Cloud offers several automation and data processing tools that allow businesses to reduce operational costs while maintaining or improving efficiency. This helps companies maximize profits and allocate resources more effectively.

Workflow and Process Automation: Salesforce’s automation tools reduce the need for manual data entry and repetitive tasks to focus on high-value selling activities.

Data Processing Engine: Salesforce provides a powerful data processing engine that quickly handles large volumes of data, allowing sales teams to analyze trends, segment customers, and more.

Actionable Segmentation: With Salesforce’s segmentation tools, sales teams can categorize customers based on behaviors, demographics, and preferences for more targeted marketing and sales efforts.

Save Time

Salesforce Consumer Goods Cloud includes a variety of features designed to save time and improve efficiency. Salesforce helps teams hit the ground running by simplifying workflows and providing industry-specific templates.

Consumer Goods Cloud Data Model: Explicitly built for the consumer goods industry, this data model comes with pre-configured workflows, templates, and processes that reflect best practices. Additionally, the Salesforce Consumer Goods Cloud Data Model features the ability to configure Trade Promotion Management, Retail Execution, and more if needed in the future.

Sales Console: Salesforce’s Sales Console combines all the tools sales teams need into a single, centralized view that allows reps to manage their accounts, opportunities, and tasks.

Omni-Studio: Omni-Studio enables the rapid creation of task-based components and services, delivering seamless, digital-first experiences tailored to industry needs across multiple devices and channels.

Drive Growth Today With Salesforce Consumer Goods Cloud for Sales

Salesforce Consumer Goods Cloud for Sales helps consumer goods companies drive sales growth by offering tools that improve account management, collaboration, time savings, and more. By leveraging the power of AI, automation, and real-time insights, businesses can stay ahead of the competition, increase revenue, and build stronger customer relationships. Salesforce Consumer Goods Cloud for Sales is the ultimate solution for brands looking to boost sales productivity and achieve lasting success.

About Corrao Group

For over two decades, Corrao Group has been a trusted global Salesforce partner, helping B2B organizations across retail, consumer goods, pharmaceutical, manufacturing, and healthcare drive digital transformation. Our expertise spans Salesforce Consumer Goods Cloud for Sales & Service, Trade Promotion Management (TPM), Customer Planning & Forecasting (CPF), Retail Execution (REx), Agentforce, and Data Cloud. With seamless integration and a deep understanding of industry challenges, we translate complex business processes into scalable, high-performing Salesforce solutions. As power users and implementation experts, we optimize operations, enhance decision-making, and accelerate growth—ensuring your business stays ahead in a competitive market.

Salesforce Spring ’25 Release Notes for Sales Cloud

The Spring ’25 Release for Sales Cloud is packed with new features to boost team performance and drive revenue growth. Empower reps with personalized coaching through Agentforce Sales Coach, streamline lead qualification with Agentforce SDR, and track account plan progress with enhanced transparency and automation. From improved forecasting to powerful prospecting tools, these updates are designed to help you close more deals faster. See the latest features below!

Coach Sales Reps at Scale with Agentforce Sales Coach

Provide personalized coaching at scale to enhance sales rep’s ability to handle challenging conversations, improve performance, and increase ROI. Sales Coach agent, an Agentforce agent, analyzes sales pitches and role play sessions. It then delivers tailored feedback by using AI and CRM data to help sales reps advance deals more effectively.

Enhance Agentforce Sales Coach Responses with a Data Library

Give Agentforce Sales Coach access to a collection of files, knowledge articles, and other information via a Data Library. Data Libraries allow Agentforce Sales Coach to generate more personalized and reliable responses based on trusted data when conducting role play sessions and generating feedback for sales reps.

Scale Your Sales Funnel with Agentforce SDR

Agentforce SDR (Sales Development Rep) helps sales teams expand their top-of-funnel efforts with an AI agent, qualifying more leads and giving sales reps more time to nurture relationships. The SDR agent sends initial emails, nudges, and responses to interested replies by answering questions, connecting leads to sales reps, and offering to book a meeting.

Monitor Agentforce Sales Coach and SDR Usage with Digital Wallet

You can now monitor your Sales Coach Agent and Agentforce SDR (Sales Development Rep) usage in Digital Wallet, an account management tool for consumption-based features. On the Digital Wallet homepage, the Conversations consumption card summarizes the combined usage of Sales Coach Agent and Agentforce SDR along with ASA Messaging (formerly Agentforce Service Agent – Inbound). Additionally, Digital Wallet’s Consumption Insights page offers a breakdown of your combined Agentforce usage by time period to help you detect trends over time.

View and Assign Permission Sets and Monitor Usage in Sales Cloud Go

With Sales Cloud Go, we show you the exact permission sets and permission set groups for your Sales Cloud feature. Assign access to your users in Sales Cloud Go while setting up a feature. Previously, you searched through long lists to find the permission sets and permission set groups that you needed. You can easily monitor permission set licenses for each feature, tracking both assigned and actively used licenses. You also get options for customizing Lightning pages and email panes.

Track Progress Toward Sales Account Plan Objectives More Easily

Gain immediate insight into the progress your teams make toward achieving your sales account plan’s measurable objectives. Define the objects, fields, and specific conditions that satisfy your goals for long-term account growth, and select the specific records that you want to track activity on. For example, set a goal for your team to achieve a certain dollar amount from closing a specific set of opportunities. Progress is calculated and updated automatically. Standardize account plan tracking across your enterprise by reusing calculation definitions across all your accounts, specifying different target values for different objectives.

Coordinate Your Sales Team’s Activities with More Transparency

Provide accountability and alignment on your sales account team members’ activities. Create sales action plans that specify the tasks and events that you want users to achieve. Associate sales action plans with accounts, cases, campaigns, contacts, contracts, leads, and opportunities. If you use sales account plans, collaborate on the work needed to achieve your measurable goals for long-term account growth by adding sales action plans to each account plan objective’s Strategic Tracker. We delivered this feature thanks to your ideas on IdeaExchange.

Identify Coachable Moments from Recorded Video Calls with Einstein Conversation Insights

Process important meetings that were recorded on a third-party platform by using Einstein Conversation Insights. Upload video call recordings under 2 GB in the MP4 format and get insights, see transcripts, and identify coachable moments surfaced from that meeting.

Find Your Next Customer with Prospecting Center, a new Data Cloud App

To build a healthy revenue pipeline, let Prospecting Center find your next customer by using trusted data and AI. Identify the accounts that are most likely to use the right buyer signals to engage. Use various external and internal signals to calculate Fit, Engagement, and Intent scores, all powered by Data Cloud. Sales reps get powerful insights on time with the Unified Prospecting Center view, so they can spend more time nurturing the prospect and less time navigating.

Improve Pipeline Forecast Visibility with Manager Judgments on Opportunity Splits

Forecast managers can now apply their judgment to a direct subordinate’s opportunity that’s split across multiple owners. Each manager’s judgment on their portion of the opportunity rolls up through their forecast hierarchy, allowing sales and specialist leaders insight into their own forecasts for their areas of the business. Previously, front-line managers could apply judgments only to opportunities that had a single owner. This change applies to opportunity split-based forecast types in user role and territory forecast hierarchies, and it doesn’t include opportunity product splits.

Plan Accurate Quotas That Account for Ramp and Seasonality

Reflect anticipated ramp-up time for new reps and consider the tenure of experienced ones when you plan quotas. And account for seasonal sales patterns and other realities that affect your business in Quota Planning. Then publish ramp- and season-adjusted quotas to active territory-based forecasts in Pipeline Forecasting.

Simplify Activity Tracking and Reimburse for Qualified Travel Distances

Maximize your reps’ time in the field when you simplify activity and distance tracking in Salesforce Maps. Specify distance parameters that qualify for reimbursements and establish an approval process for timesheets.

Use Agentforce with Your Gmail Integration

When your Gmail integration is in the Chrome side panel, you can use Agentforce while working on emails and events.

Prepare for Meetings Without Opening Your Laptop

Seller-Focused Mobile Experience is the latest and best way to turn every lead into a sale from your phone or tablet. In Winter ’24, the Seller-Focused Mobile Experience app became generally available. Now, we’ve redesigned the Events detail page to make your meetings more meaningful. Also, the Ask Einstein field is now the Ask Agentforce field.

Discover Untapped Selling Opportunities

Sales teams can use the Account Plan Whitespace Map component to identify potential upsell or cross-sell opportunities more easily. Strategically plan for your next deal by reviewing top-selling products from closed-won opportunities, filtering by amount, count, or quantity, and comparing with related accounts in the account hierarchy.

Enhance Your Sales Strategy by Researching Accounts

Give your sales reps the ability to do external research on companies by using generative AI. Add the Record Research component to an Account or Account Plan page to uncover valuable company insights such as competitive strengths and weaknesses, strategic initiatives, and key performance indicators, all without leaving the Salesforce app. Use this information to develop personalized sales strategies and drive business growth.

If you would like to learn more about the Salesforce Spring ’25 Release Notes for Sales Cloud, please contact us.

About Corrao Group

Since 2002, we have been helping B2B organizations of all sizes optimize their business processes with Salesforce and their third-party applications. As everyday Salesforce power users, Corrao Group understands how flexible the Salesforce platform is to support every business department. We’ve worked with nearly 1,250+ customers, implementing, customizing, and optimizing over 2,500+ Salesforce projects. If you are interested in learning more about how Corrao Group can help your company, read our reviews on G2!

Salesforce Spring ’25 Release Notes for Field Service

The Spring ’25 Release for Field Service delivers powerful updates to improve productivity and enhance mobile worker experiences. Fill schedule gaps with Agentforce, streamline workflows with Data Capture forms, and empower workers with tools like Siri integration and image-based AI assistance. These updates can help you operate more efficiently, keep your team safe, and deliver exceptional service to your customers. Learn the latest features for field service below!

Boost Productivity and Resource Utilization by Easily Filling Schedule Gaps with Agentforce

Let dispatchers focus on strategic tasks by using Agentforce Field Service Actions to fill schedule gaps. Agentforce uses your business rules and objectives to recommend appointments for the gaps, and then schedules the appointment selected by the dispatcher.

Listen Safely to Pre-Work Briefs with a Tap of a Button

Take care of your mobile workers’ safety by keeping their eyes away from their phones. In the Einstein generative AI Pre-Work Brief, mobile workers can now get the brief read aloud to them. For example, if a worker is at a busy job site and they want to prepare for the job while remaining aware of what’s going on around them, they can listen to the brief.

Get Solutions Easily from Agentforce by Including Images

Mobile workers can now add images to their conversation with their AI agent in the Field Service mobile app. Agentforce analyzes the images to assist the mobile worker. Workers can add images from their gallery or take a picture directly with their camera. For example, instead of workers explaining an error code on an oven, they can add an image that shows the information.

Work Smarter by Using Siri to Communicate with Agentforce

Mobile workers can talk to Siri and have her request Agentforce to do something for them in the Field Service mobile app. When a mobile worker says to Siri, “Ask Field Service,” followed by their request, the AI agent starts working its magic in the app. The AI agent can quickly complete any request it’s been set up to do. For example, mobile workers can ask to draft a post-work summary, get information from knowledge articles, or schedule a follow-up appointment.

Increase Coverage with 24-Hour Availability for All Service Resources

Enable continuous round-the-clock availability for individual service resources to allow assigning appointments in specific scenarios, such as emergencies during on-call shifts. This enhancement supports scheduling across standard and extended working hours for a period that spans beyond 24 hours without breaking or requiring artificial gaps. Previously, only capacity-based resources were always available.

Enhance Scheduling Flexibility by Assigning Service Appointments to Individuals or Crews

Get more options when scheduling service appointments that require a crew size of one by assigning them to either an individual service resource or a crew. Previously, this functionality was available by default only when you’re not using Enhanced Scheduling and Optimization. Now, with Enhanced Scheduling and Optimization, you can turn this functionality on or off with the Assign Service Appointments to Individuals and Crews checkbox.

Gain Visibility into the Scheduling History of Service Appointments

Track information on changes made to a service appointment and quickly resolve any related issues. Service Appointment Lifecycle captures changes to key service appointment properties related to scheduling, such as service resource, duration, and scheduled start and end times. This information shows on the service appointment record page, where dispatchers and Salesforce admins can easily spot and review issues. Each change is also saved to the new Field Service object change record page. From the object list view, Salesforce admins can identify and analyze patterns and trends and create reports to better manage the scheduling process. Previously, only the current scheduling information for service appointments was available.

Monitor Field Service Operations with New Dashboards (Beta)

Determine if you’re meeting your field service goals with the new Field Service Intelligence dashboards. The new dashboards help your field service team improve operations and reduce costs with customer data, easy-to-understand visualizations, and key performance indicators enhanced with Einstein. This app includes Work Order dashboards to help you understand where your orders come from, and Service Appointment dashboards that help you understand trends, such as appointment duration and the first-time fix rate.

Promote Your Brand During Visual Remote Assistant Sessions

Create a personalized customer experience by customizing the mobile web browser screens shown before, during, and after each Visual Remote Assistant session. Upload and integrate your brand assets to align each customer interaction with your brand identity for enhanced recognition, trust, and engagement.

Find Available Slots More Efficiently When Booking Appointments with Appointment Assistant

Booking appointments is easier than ever with the simplified Appointment Assistant experience. Customers can now see a more focused single-day view of available appointment slots, making it easier to find a time that works for them. No more sifting through a list of the full-week’s schedule. If no slots are available for the selected week, customers can tap the option to move to the next week and continue their search.

Simplify Mobile Forms with Data Capture Flow (Generally Available)

Create dynamic, responsive forms in Flow Builder with the Data Capture flow type. Data Capture is the Salesforce Field Service solution for forms for everything from pre-work tasks like safety protocol to environmental assessments. With Data Capture, build forms that use conditional logic to simplify the mobile experience, respond to mobile users’ input, and reduce task completion time. Previously, you had to integrate external apps to create forms that launch from the mobile app. With the Data Capture flow, forms are seamlessly integrated with the Salesforce platform and are tailored to the task.

Empower Mobile Workers with Data Capture Forms (Generally Available)

Get the job done faster, online or offline, with smart, dynamic Data Capture forms. Launch Data Capture forms from the Forms tab on Work Order Overview or directly from a service appointment or work order line item from the Forms related list. Navigate freely throughout Data Capture forms without missing a beat. Data Capture flows are auto-saved, so you don’t have to worry about losing your work. From asset maintenance to environmental assessment, the conditional logic of Data Capture tailors data collection to the task at hand, freeing mobile workers to focus on what matters and complete work faster.

Manage Service Records Automatically On the Go

Manage service records offline when mobile workers arrive or leave an area. Geolocation-based actions with mobile screen flows run in the background as workers engage with the app. ‌Previously, mobile workers had to go back online for the action’s data to be synced and for the record-triggered flow to launch.

Get Notified When Mobile Workers Arrive at the Office or Pass by a Work Facility

To monitor mobile worker safety and automate check-ins, use geolocation-based actions with new support for service territory and service territory members. You can trigger actions when mobile workers come in, out, or through the area. These enhancements lead to streamlined operations, better resource management, and ultimately, higher customer satisfaction by making sure that services are delivered more efficiently and safely. Previously, only service appointments were supported, not the service territory and service territory members.

If you would like to learn more about the Salesforce Spring ’25 Release Notes for Field Service, please contact us.

About Corrao Group

Since 2002, we have been helping B2B organizations of all sizes optimize their business processes with Salesforce and their third-party applications. As everyday Salesforce power users, Corrao Group understands how flexible the Salesforce platform is to support every business department. We’ve worked with nearly 1,250+ customers, implementing, customizing, and optimizing over 2,500+ Salesforce projects. If you are interested in learning more about how Corrao Group can help your company, read our reviews on G2!

Salesforce Spring ’25 Release Notes for Service Cloud

The Spring ’25 Release for Service Cloud introduces new features to enhance customer support and boost agent productivity. From live conversation monitoring with Agentforce Service Agent to AI-driven case resolution assistance, these updates make providing exceptional service faster and easier. Simplify workflows, gain actionable insights, and empower your team to deliver personalized, efficient customer experiences. See the latest features for Service Cloud below!

Monitor Real-time Conversations Between Agentforce Service Agents and Customers (Release Update)

To improve the quality of service, supervisors can now monitor live messaging sessions between this type of AI agent and your customers. Specifically, they can monitor enhanced Messaging and Messaging for In-App and Web sessions from within Omni Supervisor. To notify supervisors which conversations need human support, add the Raise Flag action to the AI agent. Supervisors can lower the flag and transfer conversations to human representatives.

Flag Supervisors to Help with Agentforce Service Agent Conversations

While hundreds of Service Agent conversations can happen simultaneously, help supervisors focus on the ones that need their assistance. Use the Raise Flag action to alert a supervisor if a conversation between the AI agent and a customer needs their attention. For example, alert the supervisor if a customer is upset or requests a refund.

Enhance User Search Experience by Using Context-Driven Conversations with Agentforce Service Agent

Empower your users with faster resolution to their queries by passing the real-time search context from site visitors to Agentforce Service Agent. Agentforce Service Agent suggests solutions to user queries by accessing the knowledge base.

Get Case Resolution Assistance at the Click of a Button (Generally Available)

Agentforce Service Planner reduces the need for service reps to spend time digging through your company’s policies and standards, case history, or Knowledge Articles to determine how to resolve a case. As an AI assistant in the form of an Lightning web component in the Case record page, Service Planner uses generative AI to summarize a case and create a list of suggested steps for case resolution. Because Service Planner is grounded in your Case data and Agentforce topics, actions, and instructions, the suggested steps are trusted and tailored to your company’s specific policies and standards.

Mine Insights from Voice Conversations

Create conversation mining reports with our newly supported channel, Voice. Identify frequent cases and inquiries, and pinpoint areas suitable for automation to streamline future cases.

Customize Service Replies for Email in Prompt Builder

Customize support emails with the Einstein Service Replies for Email prompt template in Prompt Builder. Make your emails informative and case-specific when you ground on relevant knowledge articles and case details. With the Get Grounding Data for Service Replies for Email action, your responses pull from the most relevant articles.

Reduce Costs and Improve Operations with Service Insights

Make better service decisions with insights from your service trends, agent behaviors, and customer satisfaction scores across your service channels. Get a comprehensive view of your service team’s caseload in the Case dashboards. Perform a deep dive into your customer satisfaction with CSAT dashboards. Quickly understand how Agentforce Service Agents help customers using the Agentforce dashboards.

Enjoy Improved Flexibility When Refining Automated Emails

Service reps using Draft with Einstein can now elevate their emails by writing their own free-form instructions to draft an email, modifying generated emails for length and tone, and inserting generated content into email templates.

Empower Reps to Resolve Cases Faster with Einstein Article Recommendations for Messaging (Pilot)

Reduce handle time and improve customer satisfaction by providing service representatives with relevant articles in real time during calls.

Route Work Items Through a Single System with Unified Routing for Voice (Pilot)

Route voice calls alongside other channel types in Salesforce by using Omni-Channel Unified Routing. Unified Routing allows Salesforce to serve as the single system for routing voice calls. Routing takes place in Salesforce instead of in the telephony system. Previously, Omni-Channel provided end-to-end routing support to other channel types only. Turn on Unified Routing to support skill-based routing and direct-to-rep routing for voice calls in an Amazon Connect contact center. Additionally, reps now have more than 20 seconds to accept a call.

Empower Reps to Resolve Cases Faster with Einstein Article Recommendations (Pilot)

Reduce handle time and improve customer satisfaction by providing service representatives with relevant articles in real time during conversations. During real-time conversations, Einstein recommends relevant articles directly to service representatives in the Voice Call or Messaging Session record page. By default, recommendations are given whenever relevant throughout each conversation. To provide article recommendations only when service representatives are ready to leverage them, go to the Einstein Article Recommendations setup page and select the option to provide article recommendations only on-demand.

Integrate Knowledge with Data Cloud

Use Unified Knowledge to easily integrate your knowledge articles from both internal and third-party sources into Data Cloud. You can use Data Cloud connectors to consolidate your knowledge articles into a single, comprehensive knowledge base. This integration helps generate accurate and relevant AI answers, so service reps can solve customer cases more quickly, and provide faster, more personalized customer experiences.

Alert Agents to Knowledge Articles with Einstein Knowledge Creation Async Notification

Agents can now respond to other cases while they wait for their knowledge article to be generated, which increases agent productivity. Previously, agents were unable to act for up to 3 minutes while Einstein generated a knowledge article for their case.

Resolve User Search Queries Faster by Using Context-Driven Conversations with Agentforce Service Agent

Empower your users who are in mission-critical situations with faster resolution to their search queries by passing site visitor’s search context to Agentforce Service Agent in real time. Agentforce Service Agent automatically suggests answers to users’ search queries by searching the knowledge base.

Reassign Work Items from Service Channels

Reps can already transfer Voice calls and Messaging sessions using Omni-Channel. To transfer other types of work with Omni-Channel, instead of changing the Owner field of the work record, reps can now reassign the work to different queues, service reps, AI agents, skills, and Omni-Channel flows. After the work is reassigned, Omni-Channel routes the work to the new destination. To improve resolution time and improve SLA attainment, Omni-Channel places the reassigned work item higher in the queue, as if it had originally started there. This feature is available in Enhanced Omni-Channel only.

Manage Your Workforce More Efficiently with Agentforce

Supervisors can now chat with Agentforce (Default) on a desktop or the Salesforce mobile app to efficiently manage queues and skills assigned to Omni-Channel users. Using the Update Omni-Channel User Configuration agent action, they can add or remove queue assignments, add or remove skill assignments, and change skill levels for users. For example, to decrease wait time, increase customer satisfaction, and increase operational efficiency, the supervisor can temporarily assign idle agents to the busiest queues. Using the conversational interface, they explicitly identify skill levels by number and agents, skills, and queues by name. A supervisor can modify only the Omni-Channel users, queues, and skills that are visible based on their supervisor configuration.

Increase Rep Productivity with Omni-Channel Sidebar

To view and quickly change their statuses, reps can now use the collapsed Omni-Channel sidebar. To notify reps about work that’s been auto-accepted or resumed after being paused, these updated work items now appear in the Omni-Channel sidebar.

Unify Customer Data for a Holistic Profile

Create a single, coherent view for each customer by collating data from multiple sources. Use this comprehensive view to better understand customer needs and deliver more personalized experiences.

Improve Customer Experience with Email Insights

Capture detailed customer feedback via email, and derive actionable insights from email data. Use the data to improve service rep interactions and empower decisions.

Boost Productivity by Creating Multiple Cases Simultaneously

Save time and effort by creating multiple cases directly from the Customer Intelligence Experience analytics dashboard. Act swiftly on customer sentiments without going to the case creation page. Know the status of your case creation requests with instant notifications.

If you would like to learn more about the Salesforce Spring ’25 Release Notes for Service Cloud, please contact us.

About Corrao Group

Since 2002, we have been helping B2B organizations of all sizes optimize their business processes with Salesforce and their third-party applications. As everyday Salesforce power users, Corrao Group understands how flexible the Salesforce platform is to support every business department. We’ve worked with nearly 1,250+ customers, implementing, customizing, and optimizing over 2,500+ Salesforce projects. If you are interested in learning more about how Corrao Group can help your company, read our reviews on G2!