Preview instances have been upgraded to Summer 2020 on May 29 and 30, 2020, and non-preview instances will be upgraded on July 17 and 18, 2020. There is a lot to look forward to in the Summer 2020 release.
Recently, Salesforce released a new Trailhead module documenting the exciting enhancements and updates. In this post, we’ll review what’s new with:
Work.com’s mission is to help businesses reopen their offices as soon as possible, while also keeping employees, customers, partners, and communities safe and informed through COVID-19 and beyond.
Image Credit: Salesforce Trailhead, Showing the Workplace Command Center of Work.com
As of the Summer 2020 release, Work.com will equip businesses with the tools they need to:
“Assess return-to-work readiness from a single hub”
“Streamline employee and workplace readiness”
And “support residents, communities, and agencies during a crisis”
Workplace Command Center
This part of Work.com addresses the first bullet point in the learning module. The command center will help organizations “manage and monitor employee wellness, training completion, shift scheduling, and facilities preparedness.”
This part of Work.com helps team members “specify their availability, empower workplace planners to manage density and shifts, and enable companies to communicate arrival windows that comply with social distancing in crowded areas like lobbies and elevators.”
Emergency Program Management
This is a suite of products within Work.com that help organizations “support residents, communities, and agencies during crises by providing access to emergency information and replacing manual processes with streamlined application processes – from intake through services execution.”
Sales Cloud updates in the summer release are ones that outside and inside sales alike will be excited about.
Image Credit: Salesforce Trailhead, Previewing New Kanban View Enhancements
As of the summer release, sales reps are now equipped with enhanced Kanban Views which “provide guidance on actions for them to advance the opportunity to the next stage.”
Plus, they now feature celebration moments to make the process even more exciting.
Inside salespeople can now leverage Einstein Call Coaching to “optimize customer interactions with conversational intelligence.”
Salesforce has outlined the exciting possibilities of this feature, which works to:
Provide managers with visibility into each rep’s customer calls
Help teams create and refine strategies based on conversation trend findings by trend recognition intelligence
And tailor coaching and best practices at a scale to empower each rep to have successful customer conversations
Partner Relationship Management: Account Hierarchy Enhancements is another powerful part of the summer release. This feature now “connects multiple tiers of external partners so you can do business together.”
You can create “up to seven levels of distribution on a partner account record with clicks and not code to ensure that the right data rolls up to the right stakeholders.”
Service Cloud comes with its own set of exciting updates and enhancements in the Salesforce Summer 2020 Release. In the third unit of the Salesforce Trailhead module, “Summer ’20 Release Highlights,” trailblazers like you will learn about how:
“Voice calls can now be a part of the dynamic workspace in the Service Cloud console”
“To give agents AI-powered recommendations for replies to customer requests”
And “mobile workers can now access Field Service mobile app through deep linking”
Image Credit: Salesforce Trailhead, Featuring Service Cloud Voice in Summer 2020 Release
As of the release, you can now “integrate the telephony channel within Service Cloud.” AKA Service Cloud Voice! This means voice calls are a part of the dynamic workspace in the console, alongside digital channels.
Real-time transcripts allow users to connect workflows and next-best actions to voice conversations. These capabilities help to create more efficient agents while boosting customer satisfaction and providing clear insights transparency for supervisors.
Einstein Reply Recommendations are also a powerful update for reps, which give them reply recommendations for customer service requests. How does it work? Einstein’s deep learning model “looks at previous messages of a conversation to understand the context and suggest replies based on previously approved templates.”
Field Service Lightning has also dived deeper with Deep Link Actions. Reps can add these to specific actions and flows. This update delivers a better experience for reps by “reducing the number of taps it takes to launch an action or flow.”
May 29th – Sandbox refresh deadline/cutoff date, to ensure your sandbox gets early access to Summer ’20 features.
June 12th & July 10th – Some early access instances of Salesforce will get the Summer ’20 release.
July 17th-18th – Most Salesforce environments will get the release over this weekend.
Learn more about what’s new in the Salesforce Summer 2020 release when you come back next week for Part 2. Salesforce Trailhead is the go-to learning center for all things Salesforce, whether you want to learn more about what’s new in the summer release or have another topic you want to explore.
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