See What’s New with Sales and Service
Learning Objectives
After completing this unit, you’ll be able to:
- Explain how to deliver richer conversations on Facebook Messenger using structured content.
- Describe how to migrate the fields and sections from page layouts as individual components.
- Define new sales cadence steps using screen flow technology.
- Explain how to seamlessly broadcast status updates across digital channels.
Dynamic Forms Enhancements
Dynamic forms are now available for three core objects: Accounts (both Business and Person), Contacts, and Opportunities. With dynamic forms, you can migrate the fields and sections from your page layouts as individual components. Then configure them like other components on the page, to display only the fields and sections that users need.
Learn more about Dynamic Forms enhancements.
Sales Cadence Screen Flows
Now you can define new steps using screen flow technology. Cadence creators can add admin-enabled advanced flows to sales cadence steps.
Learn more about Sales Cadence Screen Flows.
Subscription Quotes
Quote, price, and close B2B deals on subscription-based products and services using Subscription Quotes. This feature gives businesses the flexibility to discount, approve, and share PDFs for signature, making it that much easier to close subscription deals.
Learn more about Subscription Quotes.
Territory Planning Enhancements
Easily create territories based on criteria beyond geography. Cut and carve territories by fields such as Industry or Number of Employees, defining the rules in-app to streamline the territory planning process. Import from and publish field-based rules to Enterprise Territory Management for ongoing maintenance.
Learn more about Territory Planning enhancements.
Forecasting Enhancements
Winter ’23 enhancements let you further tailor your forecasts to meet your business needs. Use custom-calculated columns such as commit coverage or best case to commit ratios, or filter on custom data types like annual contract value (ACV).
Learn more about Forecasting enhancements.
Broadcast Communication
Proactively update customers and internal stakeholders about an incident by seamlessly broadcasting status updates across digital channels like email and self-service sites.
Learn more about Broadcast Communication.
Amazon Connect Enhancements for Service Cloud Voice
Service Cloud Voice with Amazon Connect now includes Amazon Connect outbound campaigns. This means you can contact hundreds to millions of customers daily with outbound, predictive dialing.
Learn more about Amazon Connect enhancements for Service Cloud Voice.
Enhanced Messaging for Facebook Messenger
Deliver richer conversations on Facebook Messenger with structured content (including carousels, time pickers) while unlocking more automation. Now you can set up routing rules to send a conversation to a bot or agent using Omni-Channel Flow.
Preventive Maintenance Enhancements
Create preventive maintenance plans for assets based on usage so your customers never miss a beat. The next maintenance can either be determined by a fixed cadence or, with the floating work order feature enabled, automatically adjusted based on usage since the last completed maintenance.
Article and Reply Recommendation Enhancements
Get insights into your article/reply recommendations model with a comprehensive dashboard. Use these views to identify Einstein’s strengths, quantify your productivity gains, and spot areas for improvement.
Learn more about Article and Reply Recommendation enhancements.
Rights of ALBERT EINSTEIN are used with permission of The Hebrew University of Jerusalem. Represented exclusively by Greenlight.
Enablement
Tie enablement to business outcomes and get more sellers to quota, faster. With the all-new Salesforce Enablement, you can personalize enablement at scale and deliver coaching in the flow of work for predictable, repeatable revenue results.
