Salesforce is giving customers a chance to preview the upcoming release with a hands-on look at the latest features.
Here are some exciting things to look forward to with Sales and Service Clouds in the upcoming release.
Einstein Article Recommendations
In the upcoming release, Einstein will be able to “recommend the best knowledge articles to agents based on case data with an intelligent natural language processing engine across SMS, chat, and other channels.”
With the Spring ’20 release, Channel Menu will “provide customers with easy access to multiple support channels.”
This will allow them to select their “preferred channel from one easy-to-find location” without having to navigate to a “Contact Us” page.
Field Service Lightning: Global Actions
Global Actions in Field Service Lightning helps you “create records that don’t have a direct relationship to records that are in use.”
Salesforce says this “gives your workers more power functionality directly from the app” in the Spring 2020 release and helps your team work much more efficienctly.
Salesforce says, “for sales orgs where reps work through to-do items as a team, task-queue assignment makes the process easier.” It allows you to:
“Assign a task to any queue” and
“Have a member from that queue take ownership.”
Streamline your sales organization’s workflows with this update to Sales Cloud in the Spring 2020 release.
High Velocity Sales Enhancements
Get ready, users and admins! Salesforce has promised a “more powerful” tool in High Velocity Sales, in the upcoming release. Now, you will be able to:
“Automate more complex processes with API availability”
“Branch on email engagements” to “bring new logic-based flows to Sales Cadences”
and “Speed up prospect outreach automated email sends”
CPQ and Billing: Revenue Recognition Reports
With this update, you will now be able to “forecast and recognize revenue through any point in your quote-to-cash lifecycyle.” You will also be able to:
“Build reports that display live revenue information from anywhere in Salesforce,” like in…
Salesforce says this update “makes it easier for sales and finance to align around revenue targets.”