Category: Updates

Salesforce Spring ’25 Release Notes for Consumer Goods Cloud

The Spring ’25 Release for Consumer Goods Cloud is here! Enhance Retail Execution with streamlined delivery tools, geofencing for accurate visits, and improved usability. Trade Promotion Management now features quicker workflows, simplified permissions, and smarter data retrieval. See the latest features to drive efficiency and maximize results!

Retail Execution

Streamline Delivery Execution and Efficiently Complete Tours

With convenient access to delivery documents, tour drivers can swiftly deliver preordered products, obtain signatures, generate invoices, and handle returns. After deliveries are done, tour drivers can complete end-of-tour tasks by easily checking in the remaining products and recording the vehicle’s mileage or status. After finishing the end-of-tour activities, drivers can complete the tour and track the time spent.

Ensure Visit Integrity with Geofencing and Time Tracking

Implement explicit start visit to make sure sales reps and tour drivers begin a visit before its execution in the Consumer Goods Cloud offline mobile app. By using geofencing and time tracking, oversee visits, reduce the risk of fraudulent visits, and make visit execution accurate and reliable. Make sure the sales reps or tour drivers are physically at the stores during the visit by letting them start or finish a visit only within the defined radius and by limiting the number of in-progress visits to one.

Boost Brand Visibility by Adding Your Company Logo on Consumer Goods Cloud Offline Mobile App

Make your brand more visible and meet the different needs of different markets, places, and business groups with company logos in the Consumer Goods Cloud offline mobile app. Showcase a unique logo for each sales organization on the Summary card of the Your Day page.

Share Visits Is Retired

Starting Spring ’25, you can no longer enable the Share visits setting under Retail Execution Settings and only the owner of the visit has access to the visit. For your users to share visits and access related records, implement custom sharing using any of Salesforce platform sharing capabilities. If you’re an existing customer and haven’t turned off the Share visits setting, you ‌must first implement platform-based visit sharing and then manually turn off the setting before upgrading to Consumer Goods Cloud Spring ’25. Complete this step to prevent unexpected results while sharing visits on the Consumer Goods Cloud Managed package.

Usability Improvements for Desktop Orders

Learn about the layout changes for desktop orders in Spring ’25.

  • Configurable default tab for Orders: By default, the All Items tab is shown as the default tab. Configure the default tab as Basket with the defaultTab attribute in Custom JSON for Order Items.
  • Easy management of product quantities: Starting Spring ’25
    • On the Add products page in Advanced Orders, you can now directly add products with quantities.
    • To add multiple products with the same quantities, change the quantity for a product. Use the context menu of the Quantity field to update the quantity for all products that are filtered and selected.
    • You can further modify the product quantities in the Basket or the Order Items tab.
    • The quantity is added to Custom JSON for Add Items by default. In existing projects and templates, for Quantity to be shown on the Product List grid, you must add the Quantity field to Custom JSON for Add Items on Order Template.
  • Layout improvements for the desktop order Lightning Web Component: Font size and padding for the product grids have been enhanced for readability. The tables now align with the Salesforce Lightning Design System.
  • Search bar for simplified search: Search for an assessment task definition by using the search bar in the Assessment Task Definitions list view.

Other Improvements in Retail Execution

Delete completed visits, add more promotions, customize the signature area, and ensure system compatibility with Consumer Goods Cloud.

  • Deletion of completed visits: Use the new Delete_Completed_Visit and Age_of_Visit custom system settings to turn on the deletion on the Consumer Goods Cloud desktop app or through the API. By default, the app prevents the deletion of completed visits.
  • Increased promotion limit: Add up to 49,000 accounts per promotion.
  • Consumer Goods Cloud batch process changes: Starting Spring ’25
    • In Progress visits are marked with Distribution Relevant as False when the start date isn’t between the current date (Today) and Distribution Relevant CutOff Date.
    • AggregatePromotionBatch considers only the promotions that are of the Sellable Promotion record type. To consider all types of promotions, use the PromotionAggregationForAllPromotions custom system setting.
  • Direct Store Delivery Sync Rule Change: Extension of sync rule to include assortments not only for customers whose orders are linked to tours but also for customers whose orders or visits are linked to tours.
  • Sharing for Substitution: Starting Spring ’25, if the OvrideSharingForSubstTeamMbr setting is enabled, a user can activate account substitution for a period, which is valid for the current date without sufficient privileges to add team members to the substituted account. Until Spring ’25, the activation of account substitution for a period which is valid for the current date fails if the user didn’t have sufficient privileges to add team members to the substituted account.
  • Granular versioning details for troubleshooting: Find your installed app version and Salesforce build number on the Consumer Goods Cloud offline mobile app. Use this information when you contact Salesforce to report an issue. This information is available on the Device Status Overview page in the Sync Management app.
  • Enhanced signing experience: Customize your signature area with the new buttons and labels that align with the Salesforce theme. To style the signature area, configure the default Salesforce mobile theme or implement a custom theme.
  • Package compatibility validation: Ensure compatibility of Consumer Goods Cloud with version validation checks for these components:
    • Consumer Goods Cloud offline mobile app, during the installation of deployment package
    • Consumer Goods Cloud managed package in Salesforce, during the assignment of deployment package
    • Deployment package, during the addition of a deployment package in the deployment package assignment process
    • Visual Studio Code based Modeler simulator app, during the implementation of a customization project

Trade Promotion Management

Reduce Time and Effort by Copying Manual Inputs for Tactics

Give key account managers (KAMs) the option to copy the manual inputs of a tactic when they copy a tactic. Previously, when KAMs copied a tactic, they couldn’t copy the tactic’s manual inputs.

Retrieve and Audit Account Plan Manual Inputs

With the new Get Manual Inputs integration API, you can now retrieve the manual inputs for an account plan recorded as session data in Consumer Goods Processing Services. If multiple changes are made to the account plan, the changes made at different times and by different users are recorded as separate sessions. Use the Get Comparison integration API to retrieve the manual inputs recorded in two separate sessions.

Manage TPM Permission Sets Efficiently

The Consumer Goods managed package now has new permission sets, such as TPM Standard Object Admin and TPM Master Data Admin. These permission sets are automatically updated whenever the managed package is upgraded. Assign your users these permission sets to save the hassle of managing permission sets every time you upgrade to the latest version of the Consumer Goods managed package.

Preview Your Processing Service

Verify that a new version of the processing service is working seamlessly with the existing managed package. Test the new processing service version in your Sandbox early on to ensure that you don’t face any hiccups when your production org uses the latest processing service. The new processing service version is automatically available in Sandbox and Production org when the new version of Salesforce core is available per the release timelines.

New and Changed Objects for Trade Promotion Management

Do more with the new and updated Trade Promotion Management objects.

Copy manual inputs of a tactic when you copy the tactic

Use the new Duplicate_manual_inputs field on the tactic_template object.

If you would like to learn more about the Salesforce Spring ’25 Release Notes for Consumer Goods 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 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!

Why Retail & Consumer Goods Companies are Investing in Salesforce Consumer Goods Cloud

As 2024 comes to a close, retail and consumer goods companies are pressured to keep up with the evolving consumer market. Rising costs, changing consumer behaviors, and the need for more efficient operations are some of the challenges faced by the industry. Many companies are discovering that traditional and manual processes (via Excel) no longer work as effectively as they once were. Businesses are now confronted with the reality of investing in technology like Salesforce Consumer Goods Cloud to drive growth and streamline their operations.

Challenges Facing the Consumer Goods Industry

The Consumer Goods industry faces many challenges in optimizing trade promotions, managing retail execution, and more. According to Salesforce, U.S. consumer goods companies spend about $200 billion annually on in-store merchandising and marketing. Still, consumer goods leaders say that 52% of their merchandising and marketing plans aren’t executed as intended within stores, leading to more than $100 billion in annual trade spend not being optimized. Additionally, only 36% of consumer goods companies report a high adoption of trade promotion software, with less than half of the respondents (46%) fully satisfied with their promotions’ returns. The stats reflected reveal the urgent need for better strategies and solutions to enhance trade promotion effectiveness and in-store execution.

Deliver Profitable Growth with Salesforce Consumer Goods Cloud

Salesforce Consumer Goods Cloud offers a solution tailored to the unique needs of consumer goods companies. Companies can accelerate growth and productivity by combining sales, trade promotion management, retail execution, and service on one unified platform. The platform empowers businesses to optimize customer planning and forecasting, improve trade promotion effectiveness, unlock perfect retail execution, and more.

Here’s how each Salesforce Consumer Goods Cloud product can help you:

Consumer Goods for Sales

Accelerate account growth and drive sales productivity with tools to increase revenue, enhance collaboration, and maximize efficiency.

Grow Accounts: Manage accounts and opportunities, handle cases, and leverage detailed reports and dashboards/analytics.

Collaborate Efficiently: Utilize collaborative forecasting, omnichannel case routing, and Einstein Activity Capture.

Reduce Costs: Benefit from workflow automation, a data processing engine, and actionable segmentation.

Save Time: Access the Consumer Goods Cloud Data Model, Sales Console, and Omni-Studio for streamlined operations.

Consumer Goods for Service

Enhance customer satisfaction and revenue with intelligent, integrated service designed for consumer goods companies.

Improve the Resolution Experience: Use omnichannel routing and Einstein conversation insights.

Scale Service: Empower agents with generative AI-powered service replies and answers.

Increase Account Sales: Utilize telesales, penny-perfect pricing, and advanced order management.

Drive Operational Efficiency: Streamline operations with ID verification, einstein bots, and knowledge management.

Customer Planning & Forecasting

Develop a single source of truth for effective account planning, forecasting, and reporting to eliminate silos and improve data visibility.

Eliminate Silos and Improve Data: Utilize the Consumer Goods Cloud data model, customer product lists, and product hierarchies.

Develop Customer Plans: Enhance planning with data aggregation, manual input automation, and metric definition.

Simplify Account Planning: Leverage tools for customer business planning and managing long-term agreements.

Reporting and Analytics: Get detailed account reporting with powerful reports and dashboards.

Trade Promotion Management

Improve trade promotion effectiveness by empowering key account managers with promotion planning, managing budgets, and simplifying claims.

Eliminate silos and improve data visibility: Use the Consumer Goods Data Model, customer product lists, and product hierarchies.

Manage Funds and Budgets: Efficiently handle budgets, rate-based funding, and overspend management.

Simplify Claims Management: Manage claims and long-term agreements with ease.

Report in Real-Time: Get insights with promotion evaluation and account reporting.

Retail Execution

Unlock perfect retail execution, enabling field reps to maximize selling time, enhance strategy, and drive growth.

Maximize Selling Time: Leverage the Consumer Goods Cloud data model, offline mobile app, and advanced order capture.

Drive Growth: Use Einstein Visit recommendations and penny-perfect pricing to boost sales.

Improve Strategy: Optimize operations with real-time reporting, customer segmentation, and routing.

Perfect Store Execution: Conduct store audits, surveys, and ensure planogram compliance.

Staying Competitive with Salesforce Consumer Goods Cloud

The consumer goods industry is at a pivotal point where a digital transformation is no longer optional but necessary for staying competitive. Salesforce is leading the way with Consumer Goods Cloud, providing customizable solutions that address the industry’s unique challenges. Whether you’re looking to drive sales, improve promotion effectiveness, or enhance in-store execution, Salesforce Consumer Goods Cloud offers the tools needed to stay ahead in a competitive market.

If you want to learn more about Salesforce Consumer Goods Cloud, please contact us.

About Corrao Group

Corrao Group is a top Salesforce consulting partner in the retail, consumer goods, and professional service industries. Since 2002, we have helped organizations of all sizes and industries optimize and streamline their business processes with Salesforce. Our mission is to translate your business processes into Salesforce flawlessly, promoting successful integration and widespread user adoption.

Top Takeaways from Dreamforce 2024

Dreamforce 2024, the world’s largest software conference, delivered new innovations that are set to transform industries. Highlights include the launch of Agentforce, Salesforce’s autonomous AI suite, and major updates to Data Cloud and the Customer 360 platform. Powerful Retail & Consumer Goods sessions with McKee Foods, Republic National Distributing Company (RNDC), and Dole Fresh Fruit showcased how Consumer Goods Cloud is helping businesses optimize processes, strengthen relationships, and drive growth. Here are the top takeaways from Dreamforce 2024!

Agentforce

The biggest news coming from Dreamforce 2024 was, of course, Agentforce. Salesforce’s new Agentforce suite represents a major leap in the AI landscape, with CEO Marc Benioff claiming, “The Agentforce platform represented the third wave of the AI revolution.” The autonomous AI agents are designed to handle tasks independently across sales, marketing, service, consumer goods, commerce, and more. Unlike traditional chatbots or copilots, Agentforce analyzes data, makes decisions, and takes action autonomously. This significant breakthrough allows organizations to quickly scale their workforce, responding to business demands in real-time without requiring human input.

The true power of Agentforce is its ability to operate accurately and efficiently by integrating deeply with Salesforce’s Data Cloud. Whether resolving customer service inquiries, qualifying sales leads, or optimizing marketing campaigns, these agents can perform tasks that free up human employees to focus on more strategic and high-level activities. This will increase productivity and customer satisfaction, making Agentforce a game changer in AI.

With its bold vision of empowering one billion agents by 2025, Salesforce is not just advancing AI technology but redefining what’s possible in the workplace. As Marc Benioff says, “This is the biggest and most exciting piece of technology we have ever worked on, and we are just starting.” For businesses across industries, Agentforce offers the opportunity to enhance efficiency, improve customer relationships, and drive growth—all with a few clicks and without the complexity of traditional AI implementations.

Consumer Goods Cloud Customer Success Stories

Three leading consumer goods companies took the stage to share how they harness the power of Salesforce Consumer Goods Cloud to transform their businesses.

Jack Corrao, Managing Partner of Corrao Group, highlighted McKee Foods’ success in optimizing trade promotions using Salesforce Trade Promotion Management. With trade spending being one of the biggest challenges in the Consumer Package Goods (CPG) industry, McKee Foods has found that the right tools can make a significant difference. By leveraging TPM, they have been able to navigate the complexities of trade promotions, maximize ROI, and enhance their overall business performance.

Republic National Distributing Company (RNDC) showcased how they use Salesforce Consumer Goods Cloud and Data Cloud to unify B2B and B2C data on a single platform. The session focused on how integrated planning and new data sources are helping RNDC make smarter, more profitable decisions, ultimately transforming their route-to-market strategy.

Dole Fresh Fruit shared its success story of improving planning and forecasting with Salesforce Consumer Goods Cloud Customer Planning & Forecasting (CPF). By utilizing Salesforce’s CPF capabilities, Dole has strengthened their relationships with retailers and boosted revenue through more accurate forecasts. Salesforce CPF has set a new standard for driving business growth and enhancing retailer partnerships.

All three of these sessions highlighted the transformative impact that Salesforce Consumer Goods Cloud has across the consumer goods industry, empowering companies to make data-driven decisions, optimize processes, and achieve greater success. Corrao Group has been proud to partner with McKee Foods, RNDC, and Dole Fresh Fruit to ensure a seamless rollout and successful adoption of these cutting-edge solutions.

Data Cloud

Salesforce’s Data Cloud continues to show impressive growth and innovation, with a 130% year-over-year increase in customers and the capacity to process over 2.3 quadrillion records per quarter. Salesforce’s Data Cloud, the foundation of the Salesforce Platform, and Agentforce continue to drive innovation in unifying customer and business data to deliver personalized, contextually relevant experiences across Customer 360 applications, Flows, Analytics, and Agentforce. “In this new era of AI and Agents, customer data and metadata are the new gold for the enterprise,” said Rahul Auradkar, EVP and GM for Data Cloud at Salesforce. At Dreamforce 2024, Salesforce introduced several key innovations that enhance Data Cloud’s capabilities, cementing its role as the heartbeat of Salesforce’s AI ecosystem.

One of the most notable additions is Data Cloud’s support for unstructured data, which can natively process audio and video content such as customer calls or webinars. This opens up new opportunities for deeper customer insights and enhances the accuracy of Agentforce’s agents. Data Cloud also features a standardized semantic data model, allowing AI and human users to interpret and use data consistently. With improved search capabilities, Data Cloud enables a quicker discovery of relevant information. Real-time data activations also enhance the ability to instantly respond to changing customer needs, providing organizations with more dynamic and timely customer interactions.

Finally, Salesforce has strengthened Data Cloud’s data security and governance features. New policy-based governance allows organizations to maintain strict control over how sensitive data is shared with AI agents. These innovations, combined with Data Cloud’s role as the foundation for Agentforce, enable businesses to harness the power of AI while safeguarding their crucial data and operations.

Customer 360 Platform Innovations

Salesforce unveiled a range of exciting new innovations within its Customer 360 platform, further enhancing AI-powered, personalized experiences across sales, service, marketing, and commerce. These innovations leverage shared data and services to deliver a seamless customer experience while integrating powerful analytics and collaboration tools such as Tableau and Slack. Built on the Salesforce Platform, Customer 360 ensures that every touchpoint is connected, enabling businesses to deliver customer interactions that are both efficient and impactful.

Among the standout innovations announced is Tableau Einstein, which opens up the power of business intelligence (BI) and analytics to everyone who wants to make data-driven work scalable, efficient, and more valuable. By bringing data and insights across workflows in Customer 360 apps, Agentforce, Pulse, and Slack, teams can make data-driven decisions faster and more effectively. Slack has also introduced a new user interface for agents, enabling users to interact directly with data, surface insights, and collaborate in real-time. This includes an integration with Agentforce agents, making it easier for teams to stay aligned and move work forward by connecting Salesforce CRM records with Slack channels. (More updates on Slack are below).

Salesforce has also enhanced its core products with AI innovations. Sales Cloud now features Agentforce SDR and Sales Coach and capabilities like account planning, forecasting, and compensation management. Similarly, Service Cloud’s new features provide service agents with step-by-step resolution plans, sentiment tracking, and AI-based recommendations to improve the customer experience. Agentforce’s Service Agent can autonomously handle customer cases 24/7, seamlessly escalating problematic cases to human representatives when needed. These innovations and the introduction of Agentforce agents tailored for commerce, field service, and marketing demonstrate Salesforce’s commitment to transforming every role and workflow across industries with AI.

Slack Innovations

Salesforce announced a new series of Slack innovations, transforming the platform into an agent-powered work operating system that unifies company knowledge, data, agents, apps, and automation in one seamless interface. Denise Dresser, CEO of Slack, mentioned, “We’ve moved beyond collaboration; every day, millions of teams are leveraging purpose-built AI, with customer data, automation, and now agents seamlessly integrated into the flow of work. This isn’t just about getting work done. It’s about unlocking new productivity levels to drive results and move business forward for every team and department.”

With an Agentforce integration, teams can now collaborate with AI-powered agents directly in Slack to surface insights, automate tasks, and access customer data from Salesforce. Additionally, third-party AI agents from partners like Adobe and Anthropic can be deployed securely within Slack, allowing users to work smarter and faster. New features like Slack AI huddle notes, automated workflows, and enhanced search capabilities further streamline productivity, while Salesforce channels bridge CRM data and Slack conversations to keep teams aligned. These innovations position Slack as a central hub for boosting department efficiency and collaboration.

Free AI-Training

Salesforce has announced a major initiative to offer free hands-on AI courses and certifications through 2025, investing over $50 million to help bridge the growing AI skills gap. Salesforce will provide premium AI training through Trailhead, making AI education accessible to everyone. Additionally, Salesforce plans to open AI centers at its San Francisco headquarters and global offices, providing community and employee training spaces. This initiative reflects Salesforce’s commitment to preparing the workforce for the future of AI, equipping individuals with the tools and skills needed to succeed in an AI-driven world.

Dreamforce 2024 Conclusion

Mark it down as another successful Dreamforce event by Salesforce. We want to give a big shout and thank you to Salesforce as they put on an extraordinary event that featured some incredible guest speakers. The energy around San Francisco was electric as attendees gathered to witness and learn what new features Salesforce would release next. We are already getting excited for Dreamforce 2025!

If you would like to learn more about any of the new features from Dreamforce 2024 and how it can relate to your business, please contact us.

About Corrao Group

Corrao Group is a top Salesforce consulting partner in the retail, consumer goods, and professional service industries. Since 2002, we have helped organizations of all sizes and industries optimize and streamline their business processes with Salesforce. Our mission is to flawlessly translate your business processes into Salesforce, promoting successful integration and widespread user adoption.

Top Salesforce Retail & Consumer Goods Dreamforce 2024 Sessions Not to Miss

Dreamforce 2024 is just around the corner, and it’s shaping up to be an incredible event for anyone in the retail and consumer goods sectors. As Salesforce continues to push the boundaries of innovation with AI, data, and cloud technologies, this year’s sessions promise to deliver insights and strategies that will empower businesses to thrive in an ever-evolving marketplace. From enhancing trade promotion management and retail execution to driving growth through AI-powered customer experiences, these top sessions will provide the tools and knowledge to stay ahead of the curve and ensure your business is ready for the future.


Consumer Goods Cloud Roadmap

  • Hear the latest innovations for Consumer Goods Cloud across data, AI, and planning and execution.
    • Objective 1: Learn about the latest innovations from Consumer Goods Cloud.
    • Objective 2: Understand the focused investments driving Consumer Goods Cloud vision and preview the next three releases in our roadmap.
    • Objective 3: Discover how Data Cloud and generative AI create a seamless planning and execution solution for consumer goods companies.
  • When: Tuesday, September 17
  • Time: 3:45 PM – 4:05 PM PDT
  • Where: Intercontinental, L5, Intercontinental Ballroom A

And

  • When: Thursday, September 17
  • Time: 12:45 PM – 1:055 PM PDT
  • Where: Intercontinental, L5, Intercontinental Ballroom A


Consumer Goods: Improve Planning and Execution with Data

  • Intelligent, integrated planning and execution are critical to success. Hear about innovations improving the route to market and how incorporating new data sources makes this even more powerful.
    • Objective 1: Understand how Data Cloud brings B2B and B2C data together in one platform.
    • Objective 2: Hear how RNDC is using data to improve the route-to-market with integrated planning and execution.
    • Objective 3: See how Salesforce’s new innovation makes planning more intelligent and profitable than ever.
  • When: Wednesday, September 18
  • Time: 2:00 PM – 2:45 PM PDT
  • Where: Moscone South, LL, Content Pavilion, Stage 6

And

  • When: Thursday, September 19
  • Time: 9:00 AM – 9:45 AM PDT
  • Where: Intercontinental, L5, Intercontinental Ballroom C


Consumer Goods Keynote: Profitable Growth with #1 AI CRM

  • AI + Data are changing consumer goods (CG) faster than ever. See how leading CG companies partner with Salesforce to deliver profitable growth through integrated, intelligent planning and execution.
    • Objective 1: Understand how consumer goods companies are uniting and activating data as a foundation for AI.
    • Objective 2: Learn how to improve your route-to-market with integrated planning and execution and new innovations.
    • Objective 3: See how embedded AI comes to life in the flow of work across integrated planning and execution.
  • When: Tuesday, September 17
  • Time: 1:45 PM – 2:35 PM PDT
  • Where: Intercontinental, L3, Grand Ballroom ABC


Deliver Perfect Retail Execution

  • Hear how Consumer Goods Cloud Retail Execution is improving productivity and efficiency for field reps, merchandisers, and now direct store delivery and van sales drivers.
    • Objective 1: Hear how the route-to-market is evolving in consumer goods, creating new challenges to perfect retail execution.
    • Objective 2: Hear how Pepsico’s uses Consumer Goods Cloud Retail Execution to deliver the perfect store.
  • When: Wednesday, September 18
  • Time: 12:15 PM – 12:35 PM PDT
  • Where: InterContinental, L5, InterContinental Ballroom A


Future of Data, AI, and Service for Apparel and Beauty

  • See how apparel, footwear, accessories, and beauty companies are using data, AI, and service to create new experiences and increase brand relevance.
    • When: Tuesday, September 17
    • Time: 4:00 PM – 5 PM PDT
    • Where: Intercontinental, L5, Stockton


Empowering the Retail Store of the Future with Salesforce

  • The retail store is not dead and is actually more important than ever. Learn how to harness the full power of Salesforce within the physical store to deliver next-generation omni-channel experiences.
    • Objective 1: Learn how to build long-lasting relationships with your customers and how to boost customer loyalty.
    • Objective 2: Learn how to modernize your loyalty program, optimize member engagement, and transform your program into a value advantage.
    • Objective 3: Learn how to effectively use technology to help modernize your loyalty programs.
  • When: Thursday, September 19
  • Time: 11:00 AM – 12:00 PM PDT
  • Where: Intercontinental, L4, Cathedral Hill


Get Started with AI for Consumer Goods

  • See how you can get started with AI for Consumer Goods to grow customer satisfaction and revenue. Learn how to utilize predictive and generative AI to deliver service excellence to customers at scale.
    • Objective 1: Discover Large Action Models and how LLMs are evolving to take action, driving the future of AI agents and multi-agent systems.
    • Objective 2: Get acquainted with our industry-leading xLAM family, including the acclaimed “Tiny Giant,” as featured in VentureBeat.
    • Objective 3: Watch a demo of multiple xLAM-powered agents working autonomously to solve real customer challenges.
  • When: Wednesday, September 18
  • Time: 3:30 PM – 4:30 PM PDT
  • Where: Intercontinental, L3, Marina


Improve Trade Promotion Effectiveness

  • Trade spend remains one of the largest categories for consumer packaged goods. Hear how you can manage, optimize, and win in trade promotion planning with Consumer Goods Cloud.
    • Objective 1: Understand the main challenges to trade promotion in the consumer goods industry.
    • Objective 2: Hear how McKee Foods is using Consumer Goods Cloud Trade Promotion Management to improve the bottom line of their programs.
  • When: Wednesday, September 18
  • Time: 12:15 PM – 12:35 PM PDT
  • Where: InterContinental, L5, InterContinental Ballroom A


Modernize Productivity for Retail Front-Line Workers

  • Join retail peers for a discussion about the challenges facing retail store managers and associates. Hear how Slack is innovating to keep work flowing from headquarters to the point of sale.
    • Objective 1: How H-E-B uses Slack across hundreds of storefronts.
    • Objective 2: Why Slack is an ideal solution for retail frontline productivity.
    • Objective 3: How we’re innovating to solve unique frontline challenges.
  • When: Wednesday, September 18
  • Time: 3:00 PM – 3:45 PM PDT
  • Where: Intercontinental, L5, Stockton


Plan and Forecast More Effectively with Consumer Goods Cloud

  • Strong relationships with retailers start with strong forecasts and plans. Hear how a leading Trailblazer is leaning into customer planning to improve revenue.
    • When: Thursday, September 19
    • Time: 1:45 PM – 2:05 PM PDT
    • Where: Moscone South, ILL, Content Pavilion, Stage 8


Retail and Service: Preparing for the Future of AI

  • Join us for a discussion on the emerging AI technologies and future trends that will have the biggest impact on customer service in the retail industry.
    • When: Wednesday, September 18
    • Time: 8:30 AM – 9:30 AM PDT
    • Where: Moscone West, L2, Service Lodge Roundtable 3


Retail: Finding Retail Holiday Success in 2024 and Beyond

  • With growing complexities, costs, and evolving expectations, retailing is not easy. Come learn about the top challenges and priorities in modern retailing, and how Salesforce can help.
    • Objective 1: Learn about the top challenges and priorities in modern retailing.
    • Objective 2: Learn how Salesforce can help you succeed during the holiday shopping season.
  • When: Wednesday, September 18
  • Time: 11:00 AM – 12:00 PM PDT
  • Where: Intercontinental, L3, Marina


Retail: Drive Faster Retail Media Revenue Growth

  • Learn how one Trailblazer grew revenue by launching and monetizing retail media experiences.
    • Objective 1: Learn how one Trailblazer grew revenue by launching and monetizing retail media experiences.
    • Objective 2: Learn how to run your retail media network from one connected platform.
  • When: Tuesday, September 17
  • Time: 12:30 PM – 1:15 PM PDT
  • Where: Metreon AMC, L2, Theater 11


Secrets to Digital Customer Service Success in Retail

  • Say goodbye to abandoned carts and hello to growth. Learn how to create personalized end-to-end shopper experiences from discovery to post-purchase with an effective digital channel and AI strategy.
    • When: Wednesday, September 18
    • Time: 12:30 PM – 12:50 PM PDT
    • Where: Moscone West, L3, Cloudy Theater


Slack: Where Work Happens for Retail and Consumer Goods

  • Through industry use cases and customer stories, learn how Slack is helping the world’s top brands and retailers improve customer experiences and deliver new products to market faster than before.
    • Objective 1: Learn what Slack is and why it’s the ideal work operating system.
    • Objective 2: Learn why Slack is a powerful tool for brands and retailers.
    • Objective 3: Discover real-world demos and customer use cases.
  • When: Thursday, September 19
  • Time: 1:30 PM – 1:50 PM PDT
  • Where: Moscone West, L3, Slack Theater


Unlock Efficiencies and New Shopper Experiences with AI

  • The possibilities of generative AI in omni-channel retailing are endless. Join us as we unpack the best practices and use cases of where to start and how Salesforce helps retailers get there faster.
    • When: Thursday, September 19
    • Time: 8:30 AM – 9:30 AM PDT
    • Where: Intercontinental, L4, Twin Peaks

If you would like to learn more about the Dreamforce 2024 Sessions, please contact us.

About Corrao Group

Corrao Group is a top Salesforce consulting partner in the retail, consumer goods, and professional service industries. Since 2002, we have helped organizations of all sizes and industries optimize and streamline their business processes with Salesforce. Our mission is to flawlessly translate your business processes into Salesforce, promoting successful integration and widespread user adoption.

Dreamforce 2024 Survival Guide

Dreamforce 2024 is just around the corner, and it’s time to get ready for the ultimate Salesforce experience! Whether you’re a first-timer or a seasoned veteran, navigating the massive tech conference can be overwhelming. We created a complete survival guide with everything you need to know to conquer Dreamforce 2024. This complete guide includes 5 survival tips, must-see events, and Dreamfest information!

5 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 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.

5 Must SEE Dreamforce 2024 Events

Dreamforce Main Keynote

  • Join Marc Benioff and guests to discover how every business can become an AI enterprise.
    • When: Tuesday, September 17
    • Time: 10:00 AM – 12:00 PM PDT
    • Where: Moscone South, LL, Keynote Room
    • Link to Event

Consumer Goods Keynote: Profitable Growth with #1 AI CRM

  • AI + Data are changing consumer goods (CG) faster than ever. See how leading CG companies partner with Salesforce to deliver profitable growth through integrated, intelligent planning and execution.
    • When: Tuesday, September 17
    • Time: 1:45 PM – 2:35 PM PDT
    • Where: InterContinental, L3, Grand Ballroom ABC
    • Link to Event

Improve Trade Promotion Effectiveness

  • Trade spend remains one of the largest categories for consumer packaged goods. Hear how you can manage, optimize, and win in trade promotion planning with Consumer Goods Cloud.
    • When: Wednesday, September 18
    • Time: 12:15 PM – 12:35 PM PDT
    • Where: InterContinental, L5, InterContinental Ballroom A
    • Link to Event

Plan and Forecast More Effectively with Consumer Goods Cloud

  • Strong relationships with retailers start with strong forecasts and plans. Hear how a leading Trailblazer is leaning into customer planning to improve revenue.
    • When: Thursday, September 19
    • Time: 1:45 PM – 2:05 PM PDT
    • Where: Moscone South, LL, Content Pavilion, Stage 8
    • Link to Event

Consumer Goods: Improve Planning and Execution with Data

  • Intelligent, integrated planning and execution are critical to success. Hear about innovations improving the route to market and how incorporating new data sources makes this even more powerful.
    • When: Wednesday, September 18
    • Time: 2:00 PM – 2:45 PM PDT
    • Where: Moscone South, LL, Content Pavilion, Stage 6
    • Link to Event

AND

  • When: Thursday, September 19
  • Time: 9:00 AM – 9:45 AM PDT
  • Where: Intercontinental, L5, Intercontinental Ballroom C
  • Link to Event

Dreamforce 2024: Dreamfest!

Dreamfest is the official celebration of Dreamforce, an epic live concert benefiting the UCSF Benioff Children’s Hospitals. Join Salesforce and P!nk & Imagine Dragons for an amazing concert and an unbelievable VIP experience. Be there and help Salesforce reach its all-time giving of $120 million in donations for UCSF Benioff Children’s Hospitals.

Time: TBD (check the link below for updates)

Where: Giants Ballpark, SF

Link to Event

If you would like to learn more about Dreamforce 2024, please contact us.

About Corrao Group

Corrao Group is a top Salesforce consulting partner in the retail, consumer goods, and professional service industries. Since 2002, we have helped organizations of all sizes and industries optimize and streamline their business processes with Salesforce. Our mission is to flawlessly translate your business processes into Salesforce, promoting successful integration and widespread user adoption.

Salesforce Winter ’24 Release Notes: Service Cloud

The Salesforce Winter ’24 Release Notes for Service Cloud is here! From harnessing AI to answer FAQs using Article Answers, to optimizing agent responses with Einstein Service Replies, the Service Cloud enhancements are poised to reshape how your organization delivers customer support. Learn the latest features that will allow your company to drive customer loyalty, empower agents, and elevate your customer experience.

Answer FAQs with Article Answers AI (Generally Available)

Article Answers is now generally available in English, French, German, Italian, Portuguese, and Spanish. Article Answers combines machine learning and traditional search to process your customers’ free text inputs and serve up relevant fields from your knowledge articles directly in the bot conversation. Set up Article Answers to quickly build an FAQ bot, or connect a bot to your knowledge base with one bot dialog. Tailor your bot’s responses to your customer segments with knowledge data categories. Easily view customer feedback on Article Answers responses with included feedback collection dialogs, event logging, and standard reports.

Optimize Agent Productivity and Response Quality with Einstein Service Replies (Generally Available)

Get real-time response recommendations for your agents. Now generally available, Einstein Generative AI follows a chat conversation as it unfolds, then drafts and recommends fluent, courteous, and relevant, replies for your agents to review, edit and post.

Monitor Your Service Operations with Case Dashboards

Get a comprehensive view of your service team’s caseload. Spot high-level stats, such as total escalated cases, average time to close, percentage of first contact resolution, customer satisfaction scores (CSAT) by channel, and more.

Improve Agent Performance with Omni-Channel Dashboards

Quickly identify the routing efficiency and agent performance across Omni-Channel routing and queues. Check on work volumes, accepted or declined work, average handle times, average speed to answer, percentage of service levels met, and more.

See Top Customer Requests with Einstein Conversation Mining Dashboards

Review key reasons why your customers reach out for help with Einstein AI. See top topics or contact reasons by volume, duration of conversations, times conversations pass from a bot to an agent, average cost per interaction, and more.

Capture Feedback as Records with Survey Invitation Field Data

Create or update records with survey invitation field values by using data maps. Define the target object field values by passing the survey invitation field values on submission of a response.

Stay on Top of Survey Responses by Receiving Custom Notifications

Get custom notifications based on invitation and merge field data for timely actions. Specify notification recipients using invitation data, participant data, or other data in a data map.

View and Manage Your Catalog Easily in a Central Hub

Use the Service Management Setup page to view and manage all your catalog items and categories in one place. This page makes your catalog management easy because you can assign items as featured or assign them to a category. You can also view the indexing of all your catalog items, categories, and their hierarchies as they appear to customers. Previously, Service Catalog was managed through the catalog item builder.

Open Your Service Catalog to Partners and Customers

Create a Service Catalog site using the Lightning Web Runtime (LWR) framework from Experience Cloud. With the Service Catalog site, you provide an intuitive self-service experience for your customers to browse and request catalog items in your Service Catalog. Build, style, and launch your site effortlessly with point-and-click LWR components built for Service Catalog. Previously, Service Catalog supported only Aura.

Share Incident Updates Based on a Product

Send targeted broadcast emails for product incidents to impacted customers. Incident teams can send proactive emails to customers, even before they experience an issue, to deflect new cases and increase customer trust. Previously, broadcast emails were available only for predefined contact lists and case-related contacts.

Send Automated Notifications with the Send Conversation Messages Action

Send important updates to customers with messaging components and a new invocable action. This feature is now available in enhanced WhatsApp channels and Messaging for In-App and Web. Previously, you could send automated notifications only in standard Messaging channels.

Improve Customer Service and Agent Training with Conversation Sentiment Analysis

To evaluate agent performance and identify coaching opportunities, supervisors can view the sentiments of a phone conversation between an agent and a customer inside the recording player. The supervisor can easily spot moments when the customer or agent isn’t happy, listen to the corresponding recorded call segments, and then provide training. In addition to Sentiment Journey, we added Agent Sentiment Score and Supervisor Sentiment Score fields to the VoiceCall entity for easy reporting. Post-call Sentiment Journey is available for contact centers in North America only.

Listen In to an Amazon Connect Voice Call through Salesforce

To support an agent, supervisors can listen in to a call directly from Salesforce through Omni Supervisor. Previously, supervisors had to listen in from Amazon Connect.

Check Voice Channel Performance with More Metrics (Generally Available)

To help you identify anomalies in your contact center, and fix them on your own with documentation, Voice performance metrics is generally available. Add two new Voice objects to your custom report types to spot trends on disconnected calls, missed calls by agents, call error rates, and other call actions. This feature includes a sample package with prebuilt reports and dashboards so you can see trends easily. Some metrics are only available for Service Cloud Voice with Amazon Connect. All data for the new Voice objects is deleted after 30 days.

Send Calls to the Most Qualified Agents with Skills-Routing (Pilot)

To route a call to an agent with the right skill set, use Omni-Channel skills-based routing. This feature is available if your telephony provider supports skills-based routing.

Speed Through Work with the Omni-Channel Enhanced Agent Experience

Omni-Channel boasts a newly designed UI for agents that shows information in a more useful way and easily integrates various work modes. Instead of the old console tabs, Omni-Channel features an inbox-style view for work. In the widget, see which work items are open, which are paused, which were updated, and so on. Click an item in the Omni-Channel widget to work on it.

Structure Your Help Site with Data Categories (Beta)

Help your customers discover self-serve solutions with Data Categories in LWR sites. Structure your internal knowledge and catalog items, which help you efficiently classify, discover, and show the most relevant article, question, or idea to your users. Previously, internal knowledge articles were mapped to topics instead of data categories, and catalog items couldn’t be linked to LWR sites.

If you would like to learn more about the Salesforce Winter ’24 Release Notes for Service Cloud, please contact us.

About Corrao Group

For two decades, Corrao Group has stood as a pillar of expertise, assisting B2B organizations across various industries and sizes in implementing and optimizing their business processes through Salesforce and integrated third-party applications. With an unwavering dedication spanning 21 years, we have cultivated a deep knowledge and understanding of Salesforce as power users ourselves. This recognition of Salesforce’s flexibility empowers us to cater to various departments’ needs, ensuring seamless alignment. Our mission is to seamlessly translate your business processes into Salesforce, promoting not only successful integration but also widespread user adoption.

Sources

Salesforce Winter ’24 Release Notes Service Cloud

Salesforce Winter ’24 Release Notes: Einstein Generative AI

Experience the future of Generative AI-powered interactions with the arrival of the Salesforce Winter ’24 Release Notes. From enriching product fields in commerce stores to providing AI-generated briefs for mobile workers, Einstein Generative AI ushers in a range of enhancements designed to revolutionize the way you do business. Learn more as we explore the transformative release of Einstein Generative AI.

Enhance Product Fields in Commerce Stores with Einstein Generative AI

Generate product text fields for multiple products in one step with Einstein Generative AI. Einstein uses your instructions and any linked reference fields to generate revised product text for the selected products. Product fields generated by Einstein support instructions in English only. You can generate product fields in languages in your B2B or B2C store Then, review the generated text and accept or discard the changes. You need the Einstein Generative AI license to use Einstein Generative AI. Contact your account executive for more information.

Show Frequently Bought Items to Customers

Increase average order value by recommending frequently bought items to customers. Add the Einstein Frequently Bought component to the product detail page to market similar items. Recommendations are generated based on shopper interactions with the storefront.

Get Your Mobile Workers Up to Speed with Mobile Work Briefing

Show mobile workers an AI-generated brief that tells them everything they need to know about their upcoming work orders. Previously, workers had to switch between the work order’s tabs to find the relevant information.

Create Call Summaries Powered by Einstein GPT

Want to harness the power of generative AI to create a snapshot of everything your teams need to know about a customer call? Einstein Conversation Insights users can create generative call summaries on voice and video calls. Powered by Einstein GPT, the new Summary tab on call records allows users to create editable summaries that include next steps and customer feedback, and share summaries for easier team collaborations in the flow of work.

Personalize Sales Emails with Einstein GPT for Sales

Sales Emails empowers busy sales reps to move quickly and expand deals through personalized and informed email content that buyers love. Einstein GPT uses your sales data to generate personalized emails for contacts and leads, a method known as grounding. Sales reps can draft common emails, like a follow-up or a meeting invite, by choosing from the preset email prompt types.

Optimize Agent Productivity and Response Quality with Einstein Service Replies (Generally Available)

Get real-time response recommendations for your agents. Now generally available, Einstein Generative AI follows a chat conversation as it unfolds, then drafts and recommends fluent, courteous, and relevant, replies for your agents to review, edit and post.

Close Cases Faster with Einstein Generative AI Work Summaries (Generally Available)

Save agents time with AI-generated case summaries, now generally available. Based on a Chat conversation between an agent and customer, Einstein predicts and fills a summary, issue, and resolution. Agents can then review, edit, and save these summaries.

Get Service Insights and Build Bot Intents with Einstein Conversation Mining (Generally Available)

Use Einstein Conversation Mining, now generally available, to transform conversation data into service insights and build bot intents. Einstein Conversation Mining replaces time-consuming transcript analysis that otherwise takes weeks.

If you would like to learn more about the Salesforce Winter ’24 Release Notes for Einstein GPT, please contact us.

About Corrao Group

For two decades, Corrao Group has stood as a pillar of expertise, assisting B2B organizations across various industries and sizes in implementing and optimizing their business processes through Salesforce and integrated third-party applications. With an unwavering dedication spanning 21 years, we have cultivated a deep knowledge and understanding of Salesforce as power users ourselves. This recognition of Salesforce’s flexibility empowers us to cater to various departments’ needs, ensuring seamless alignment. Our mission is to seamlessly translate your business processes into Salesforce, promoting not only successful integration but also widespread user adoption.

Sources

Salesforce Winter ’24 Release Notes Einstein Generative AI

Salesforce Winter ’24 Release Notes: Sales Cloud

The Salesforce Winter ’24 Release Notes for Sales Cloud gives sales teams a wave of innovation and improvements. From visualizing customers and prospects on a map for more efficient planning to harnessing AI-powered call summaries for enhanced customer interactions, the Sales Cloud release is full of features designed to empower your sales team. Learn the exciting new features below that can unlock Sales productivity and efficiency.

Visualize Customers and Prospects on a Map

Keep reps focused on meeting and exceeding sales targets as they plan for in-person and virtual visits with accounts, contacts, and leads in key geographic areas with Salesforce Maps Lite. Identifying customers and prospects on a map helps your reps better plan their routes with fewer miles and set up appointments with fewer gaps in their schedules.

Create Call Summaries Powered by Einstein GPT

Want to harness the power of generative AI to create a snapshot of everything your teams need to know about a customer call? Einstein Conversation Insights users can create generative call summaries on voice and video calls. Powered by Einstein GPT, the new Summary tab on call records allows users to create editable summaries that include next steps and customer feedback, and share summaries for easier team collaborations in the flow of work.

Review Calls with Ease

Sales managers and other Einstein Conversation Insights (ECI) users can quickly scan through a call list, viewing call details without needing to switch back-and-forth between a list view and a record detail view.

Monitor the Health of your Sales Engine

Track changes in your sales forecast in the Forecast Insights dashboard. Monitor velocity, pipe coverage, and other KPIs with period-over-period analysis.

Explore Sales Scenarios with the Commit Calculator

Use the Commit Calculator to test different scenarios and understand how changes to your pipeline can affect your bottom line.

Understand How your Products Sell in Different Segments

Optimize your sales strategy using the Product Insights dashboard. Track customer purchases, opportunities to position products in new segments, and market trends. Quickly see how well your sales teams deliver new offerings to the market.

Keep Deals Moving by Involving the Right People

Sales managers and their sales reps want to understand deal health and risk, so they can increase their confidence that deals close on time and sales forecasts are accurate. Now you can tell at a glance who’s part of a deal. Learn whether the right stakeholders are involved for deals in your pipeline and how engaged they are.

Speed Through Your Opportunities with a Revamped Pipeline Inspection Page

Get an improved experience with a refreshed Pipeline Inspection UI. A modern look makes Pipeline Inspection more intuitive and easier to navigate. Pipeline Inspection is automatically updated to the new version.

Improve Sales Forecast Accuracy with Manager Judgments

As part of forecast reviews and assessments, forecast managers can now apply their judgment to the opportunities in their forecasts to help them make more accurate and informed forecast adjustments. By applying judgment at the opportunity level, managers increase their visibility into which deals they have the highest confidence of closing. Previously, managers could adjust the committed forecast number only, and could see how their judgment influenced the adjusted forecast.

Get More Insight About Opportunities in Sales Forecasts

Gain a deeper understanding about the opportunities that make up your sales forecasts with enhanced details available when reviewing forecast rollup values. When viewing the grid view in the forecasts page, the opportunity list now includes the same information and the same edit capabilities that are available in Pipeline Inspection, without having to switch to the Pipeline Inspection page. Previously, forecast owners and sales managers opened Pipeline Inspection to dive deep into details about opportunities, such as activity updates and deal insights.

See Your Data Your Way in Workspace

Users can create and manage up to 10 personal workspace tabs to see data in a grid-like layout. In the list, users can sort, filter, and query the data, as well as update it. They have a choice of what type of data to show and how to show it in their workspace. After creating a tab, they can modify the workspace to show related data.

Salesforce for Outlook Is Retiring in June 2024

Full product retirement for Salesforce for Outlook is scheduled for June 2024. For the latest integration with Microsoft Outlook, we recommend moving to our next-generation products, the Outlook integration and Einstein Activity Capture. These products replace Salesforce for Outlook features and give users new capabilities. We continue to introduce enhancements for these products every release.

Meeting Studio Is Being Retired

Meeting Studio is being retired with Spring ’24.

If you would like to learn more about the Salesforce Winter ’24 Release Notes for Sales Cloud, please contact us.

About Corrao Group

For two decades, Corrao Group has stood as a pillar of expertise, assisting B2B organizations across various industries and sizes in implementing and optimizing their business processes through Salesforce and integrated third-party applications. With an unwavering dedication spanning 21 years, we have cultivated a deep knowledge and understanding of Salesforce as power users ourselves. This recognition of Salesforce’s flexibility empowers us to cater to various departments’ needs, ensuring seamless alignment. Our mission is to seamlessly translate your business processes into Salesforce, promoting not only successful integration but also widespread user adoption.

Sources

Salesforce Winter ’24 Release Notes Sales Cloud