Winter ’21 Release Favorites

In Community Cloud, Lightning, Service Cloud, Tips & Tricks by Marcus RomeroLeave a Comment

The Salesforce Winter ’21 Release is in production, and I have to say I look forward to all the new features and enhancements that come with this update. It is incredible how much they pack in.

Given what can be an overwhelming volume of changes (550-pages of release notes!), I want to share ten that we find interesting. In no particular order:

Surveys – This feature is more viable (built on the Salesforce platform) than alternatives for capturing customer feedback after a case is closed.  Basic surveys are a native Salesforce feature available with your license if your org is Enterprise, Performance, or Unlimited Edition!  You can enhance your survey capabilities with an additional license.

Enhanced Security – The new Threading Behavior for Email-To-Case provides some new positive benefits, including no more email loops creating duplicate Cases for your Service Cloud users!

Einstein Article Recommendations – This enhancement provides Lightning Users with Einstein article recommendations. Proactively suggesting articles of interest is a significant user experience improvement, eliminating their searching for what they need.

Salesforce Voice – A brand new offering that embeds telephony inside Service Cloud. It’s fully integrated with the agent console (no toggling required!), transcribes calls in real-time, and with Einstein AI, can provide recommended actions, amongst many other cool features.

Improved Agent Interactions with Prebuilt Flows – Ten flows now come out-of-the-box with your Salesforce subscription to help expedite your agents’ repetitive processes, including:

  • Cancel Item Flow
  • Create Order Summary Flow
  • Discount Flow
  • Inbound Cancel Appointment
  • Inbound Modify Appointment
  • Inbound New Appointment
  • Inbound New Guest Appointment
  • Outbound Flow
  • Outbound Modify Appointment
  • Return Item Flow

Agent Productivity Boost with Prebuilt Macros – Included with your Salesforce subscription, new prebuilt Macros let agents control cases and send mass emails to customers through optimized engagements.

Streamlined Customer Interactions with Prebuilt QuickTexts – Using QuickTexts enables agents to respond and resolve case requests way more efficiently. Having pre-built questions and comments ready at the fingertips helps the agent quickly deliver the best response with just a click.

Community – Content Management – Continuing the trend of content enhancements, Salesforce provides further improvement to CMS capabilities, improving the ability to optimize content quickly.

Audience Targeting – New Community features to target intelligent and personalized content delivery to specific audience segments are becoming mainstream. Much of this comes from Salesforce’s acquisition of Evergage, and we expect this to be just the beginning.  Audience Targeting provides a huge advantage for companies with different messages, products, branding, etc. for different locales – for instance, rather than having multiple communities for each country, you can use the same Community but different experiences configured through Experience Builder.

Lightning Web Components – Building a custom site continues to be more standards-based with the expansion of Lightning Web Components (LWC). The LWC framework is now open source enabling you to leverage your web components on any platform, not just Salesforce.

The above features are just a small segment of Salesforce’s Winter ’21 Release’s overall capabilities. I encourage you to let us help you evaluate its capabilities and guide you in implementing relevant features.

Also, be aware that some changes require immediate attention as they change existing Salesforce applications’ functionality. We can help quickly determine those that need quick action.

Don’t hesitate to contact us today. We are here to help!

Marcus Romero
Consulting Director, MondayCall

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