Salesforce Summer 2020 | Salesforce summer '20 release highlights

Salesforce, the world’s # 1 CRM is always on the lookout to connect to its customers, partners, employees with innovative features all around the world, through its set of seasonal releases, thrice a year  - Summer, Winter and Spring. The release notes provide best practices, tips as well as information to set up for the latest enhancements and new features.  

 

Salesforce summer release

Salesforce Summer Release 2020 - When?

Salesforce came out with its Summer Release 2020 on July 20, 2020. 

1.0 Work.com Technology: What’s New? 

1.1 Workplace Command Centre: Reopening Workplaces Safely 

Assess Return-to-work Readiness with a single hub:

  • Take action, right from the command centre
  • Manage and monitor employee wellness as well as shift scheduling
  • Completion of training and facilities preparedness.

1.2 Shift Management: Readiness for Employees

  • Specify employee availability 
  • Manage density and shifts by workplace planners
  • Communicate arrival windows, complying with social-distancing rules in crowded places. (elevators and lobbies).

1.3 Emergency Program Management: Provide Emergency Information during Crisis 

As part of Emergency Response Management suite of products from Salesforce for communities, agencies and residents it offers:

  • Provide Access to Emergency information 
  • Streamline application processes right from intake through services.

2.0 Services: What’s New 

2.1 Service Cloud Voice: Enhance Customer Satisfaction, Agent Efficiency and Supervisor Insights 

Natively Integrate the Telephony Channel within Service Cloud with:  

  • Voice Call as an integral part of the dynamic workspace  

          of the Service Cloud Console. 

  • Agents use omni-channel modules for accepting information of any sort. 
  • Connect next-best actions and workflows with voice conversations and real-time transcripts. 

2.2  Einstein Reply Recommendations 

Provide AI-powered recommendations to your agents, replying to client requests with:

  • Look into previous conversations with Einstein’s deep learning model. 
  • Understand the context with a suggestion on an appropriate reply based on a template. 

3.0 Apps, Platforms and Integrations- What’s New?

3.1 Event Monitoring Threat Detection

Salesforce uses machine learning algorithms for visibility into thread events with the help of Threat Detection. 

3.2 Lightning Experience on iPad Safari Browser 

The desktop version of Lightning experience while on the go for iPad Safari Browser. 

4.0 Sales (Enhancements) 

4.1 Kanban View Enhancements

Allow the sales reps to quickly update the key opportunity fields from the Kanban views, guiding on actions to proceed in the subsequent opportunity stage. 

4.2  Einstein Call Coaching 

  • Allow the sales reps to optimize customer interactions with conversational intelligence.
  • Provide post-call insights on the sales rep’s calls for the managers.
  • Intelligent trend recognition for refining strategies by the sales team

Download: Salesforce Release Infographic