We’ve gone through every note of the Salesforce Winter ’21 Release Notes and highlighted the most popular features circulating around the Salesforce community. It’s important to note that most of these newly released features are only available in Salesforce Lightning and not Classic. The features outlined in our blog are some of the best features available in the Lightning interface.
Broadcast Messaging -2020 has drastically impacted the way companies engage with their employees and customers. Broadcast Messaging empowers companies to proactively reach their clients faster and on their favorite channel, SMS. Broadcast messaging lets you easily select a recipient list, choose from prebuilt templates, and send it to mass quantities.
Queue Management – Today, businesses need a trusted platform that is versatile enough to support ongoing changes. Queue Management empowers safe and seamless in-person interactions as the world starts to return to work. Queue Management is a Salesforce-native tool that lets organizations scale on-site capacity to ensure that local regulations are complied with.
Opportunity Deal Change Highlights – Highlight what has changed in the pipeline to see which deals increased, decreased, were pushed out, or pulled in. Text colors and arrows highlight whether deal amounts or close dates have changed during the last seven days. Hover over an arrow to get extended details about the opportunity.
Multi-Cloud Support for Billing – “Now you can create invoices and bills from CPQ orders, B2B Commerce orders, Service Cloud work orders, Velocity quotes, or any other quoting/ordering system that customers have” (Salesforce).
High-Velocity Sales Enhancements – With High-Velocity Sales, you now have the capability to organize and share sales cadences in folders. Additionally, Salesforce now allows you to pause sales cadences and change step ownership. Users can also insert free time into emails for scheduling directly from Lightning.
Field Service: Time Sheets – Service executives can now create, edit, and take action on employees’ timesheets and expenses. Timesheets now become connected to your field service’s operation, allowing you insight into how your mobile staff is working. You can now view timesheets, record working hours, and send on-the-go approval timesheets. View Salesforce’s YouTube Time Sheets video to learn more.
Service Setup Assistant – Achieve quicker time to value for customer service delivery with Service Cloud. “The Service Setup Assistant provides a two-step guided setup, out-of-the-box configuration, and built-in agent productivity best practices” (Salesforce).
Omni Supervisor Enhancements – Omni Supervisor Enhancements now allow supervisors to view voice transcripts in real-time as the phone call progresses, allowing them to jump in when agents need help.
Customer 360 Audiences – With Salesforce’s enterprise-wide customer data platform, marketers can now collect, unify, segment, and enable all their client data. Customer 360 audiences now becomes your single source of truth to enable personalized experiences for every customer across every touchpoint.
Interaction Studio Enhancements – Business users can configure, evaluate, and incorporate machine-learning algorithms with Einstein Personalization Recipes that consider the characteristics, behaviors, affinities, and purpose of an individual to assess and deliver individualized recommendations. Einstein Personalization Decisions assesses both the probability of someone engaging with a specific offer or action and the business value of that offer or action to the company.
Journey Builder: Path Optimizer – By allowing you to test journey routes, not just message material, Path Optimizer unlocks marketing experimentation in new ways. In a journey, run one or several tests and choose the winning paths by engagement or on-demand. Only the winning route is received by new contacts. To gain insights and improve the experience of your customers, you can continue to run tests.
The Salesforce Winter ’21 Release Notes brings exciting new features for Salesforce employees and customers. If you have any questions about the winter release notes, please visit our website. If you missed out on our Salesforce Summer ’20 release blog, you can read it here.