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Customer success has long been a key goal of Salesforce.com and the Salesforce.com Foundation. As part of our efforts to help you accelerate your success, we invite you to join us for a special live webinar that will highlight the most exciting new release features for our nonprofit and higher education customers.
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Highlights of Winter ‘15
Marc Baizman Customer Success Director Salesforce.com Foundation
@mbaizman
This document may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking statements, including: any projections of product or service availability, customer growth, earnings, revenues, or other financial items; any statements regarding strategies or plans of management for future operations; any statements concerning new, planned, or upgraded services or developments; statements about current or future economic conditions; and any statements of belief. The risks and uncertainties referred to above include - but are not limited to - risks associated with possible fluctuations in our financial and operating results; our rate of growth; interruptions or delays in our service or our Web hosting; breaches of our security measures; the financial impact of any previous and future acquisitions; the nature of our business model; our ability to continue to release, and gain customer acceptance of, new and improved versions of our service; successful customer deployment and utilization of our existing and future services; competition; the emerging markets in which we operate; our
ability to hire, retain and motivate employees and manage our growth; changes in our customer base; technological developments; regulatory developments; litigation related to intellectual property and other matters; and general developments in the economy, financial markets, and credit markets. Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of the salesforce.com website. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law. Any unreleased services or features referenced on our website, press releases, presentations or public statements are not currently available and may not be delivered on time or at all. Customers who purchase salesforce.com applications should make their purchase decisions based upon features that are currently available.
Safe Harbor Statement
Thank you. THANK Y U
OOH SHINY!
www.salesforce.com/customer-resources/releases/winter15/
“The Official Release Notes”
§ When are you getting Winter ‘15? § General Enhancements § Mobile Enhancements § Sales Cloud § Service Cloud § Force.com § Resources
Agenda
When are you Getting Winter ’15?
YOU ALREADY HAVE IT!
HIGH FIVE!
General Enhancements
More Streamlined Look for the Rich Text Editor § The Rich Text Editor, also known as the HTML Editor, that’s available in most
rich text area fields has been enhanced – A new look, better performance – Bug fixes, Improved styling for pasted information
What are the General Enhancements to Salesforce?
Mobile Enhancements
• Provides on-the-go access to your Salesforce org! • Admin roll-out guide available here: http://www.salesforce.com/salesforce1/rolloutguide/?d=70130000000lxSvAAI&internal=true
About the Salesforce1 Mobile App
To make it easier for users to search for information without having to switch away from their work to the navigation menu, the global search box is now accessible directly from the header.
What are the General Enhancements to Salesforce1 Mobile App?
Global search icon from feed (before clicking)
Global search after clicking
icon
Salesforce1 now helps users quickly find and access all records they have permission to view without having to finish typing the keywords for the search.
What are the General Enhancements to Salesforce1 Mobile App? (cont.)
As the user types, the list of listviews and MRU records
are filtered down to those whose name matches the search
term.
After at least three (3) characters are in the
search term, the Quick Results are
supplemented with more records (not recently
accessed by the user) whose names match the
search term. User is also presented with the
option to issue a full search on the search term (to find records
where the search term matches any of the searchable fields).
User taps on search input, and starts
typing in a search term.
We’ve added more actions to the action bar than were present in the action tray previously, and created new action icons. Depending on where a user is in Salesforce1, they may see some or all of these kinds of actions in the action bar.
What are the Productivity Enhancements to Salesforce1?
New Task actions
available for making
quick updates to
Tasks.
Tapping “…”
exposes all available actions.
Swipe a task left to reveal quick
actions. No need to navigate to
the Task record.
Make mobile users more efficient by giving Salesforce1 users access to contextual actions for records in a list. Call a contact, Log a Call, or take any other action relevant to that record with row actions.
What are the General Enhancements to Salesforce1 Mobile App? (cont.)
Take action without leaving a list by swiping on
the record.
With a tap, easily filter a list view to find just the records you need when you’re on the go
§ DEMO
What are the General Enhancements to Salesforce1 Mobile App? (cont.)
Filter any listview
Add Filters to reduce the scope of your list.
Create contacts from device address book with 1 tap
What are the Enhancements to Contacts?
New Contact created on
Submit
Default address book
fields are mapped Supports
Search
Native address book
screen
Native permissions first time only
New import button
Easily identify Twitter followers you and your contacts have in common
What are the General Enhancements to Salesforce1 Mobile App? (cont.)
New list of People in Common
New Show More button
Tap icon to view
feed
What are the Productivity Enhancements to Salesforce1?(cont.)
Customers may customize the fields in ‘MORE’ by customizing the layout of the Task
publisher action.
New Task form emphasizes
most important fields to make
capturing Tasks easier.
Now the New Task page displays key task fields first, wherever you create a task in Salesforce1: in a task, on a record, or on a feed.
Your sales reps no longer need to fiddle with all the fields in a task record when they’re simply trying to log a call. The Log a Call action available on leads, contacts, and accounts now displays only key fields.
What are the Sales Feature Enhancements to Salesforce1? (cont.)
Log Call form emphasizes
most important fields to make logging calls
easier. Customers may
customize the fields in ‘MORE’ by customizing the layout of the Log a Call publisher action.
Call History matches recent calls to Contacts for easy call logging and/or contact creation
What are the Sales Feature Enhancements to Salesforce1? (cont.)
Show the list of
recent calls
Can log the call quickly
NOTE: This feature is only available with Android at this time
Salesforce Chatter Enhancements
Unlisted Groups provide a secure and confidential way of collaborating with other Chatter users.
What are the Enhancements to Groups?
Unlisted Group Type Even files
shared only with Unlisted Groups
are secure
Unlisted Groups in
Salesforce1
NOTE: Only users who are invited to the Unlisted Group can see and access the group
Create new Unlisted Groups via publisher, you can even create
with customers.
To enable unlisted groups, go to Setup | Customize | Chatter | Settings:
NOTE: Apex and Visualforce code CAN access these groups so you may need to update your code to respect the new “unlisted” option.
New to Winter ‘15, forward emails with attachments to Chatter Groups and post directly to the feed.
What are the Enhancements to Groups? (cont.)
First Attachment:
Shows on post
Post by Email: Email address for
this Group
Additional Attachments:
Added as comments
To enable email attachment posting to groups, go to Setup | Customize | Chatter | Settings:
Communities Enhancements
Community Designer (Beta): Branding Editor Site.com studio is transforming into the Community Designer. The Branding Editor is the first step in modernizing and improving the entire Site.com.
What are the Enhancements to Communities? (cont.)
Color Palette for customers to use as
a starting point
Colors are adjusted here
Images
Switch between the new Community Designer and
the previous Site.com interface
Customers will always see a live preview of the
site as they are customizing it.
Switch between Phone, Tablet, and
Desktop views
Switch between the main website, login
pages, and error pages
Over 20 available fonts
Community Designer (Beta): Template Wizard Customers are able to choose one of several templates to build their site from.
What are the Enhancements to Communities? (cont.)
When no page created, users are given the choice to choose a
Community Template There are 3
templates for Self-Service sites and 1
Template for an Identity Site
Users still have the ability to use
the Site.com Studio without
Templates
Hovering over a template will
give you details of the template and what use-
cases it enables
Community Templates: Self-Service Templates Customers can use these templates to build self-service support websites. These are available in the new Community Designer (Beta)
What are the Enhancements to Communities? (cont.)
Kokua & Koa enables Knowledge Articles, Cases, and Web2Case
Customers give us a Data Category Group to use and we will automatically build this responsive website for them.
Kokua Koa Napili
Napili enables Chatter Questions, Knowledge Articles, Cases, and Web2Case
Built for users to engage with other community members, this is the next generation Chatter Answers for public self-
service communities
Community Templates: Mobile Optimized All Community Templates are built to be responsive so that they look great on any device
What are the Enhancements to Communities? (cont.)
Community Templates: Kokua & Koa Kokua and Koa are specific for customers that want to build a site for: § Knowledge Base (public or authenticated) § Cases (Web2Case or Authenticated Cases) § Case Deflection
Both of these templates require you to have Service Cloud Knowledge enabled for your org. The structure of the site is built out of a Data Category Group. Specify for us what your Data Category Group is and these templates will automatically build out the site for you. Users are also able to log into the template and view cases (along with case comments) the user has access to.
What are the Enhancements to Communities? (cont.)
Kokua
Koa
Community Templates: Kokua & Koa (Profile Page)
What are the Enhancements to Communities? (cont.)
A user who has logged in can see a list of
cases that he/she has access to.
The admin has to
specify which List View to use (and likely configure sharing rules), and we will
display that List View in this profile page.
Community Templates: Napili The Napili template allows community users to engage with other users to ask and answer questions. § Chatter Questions § Knowledge Base (public or authenticated) § Cases (Web2Case or Authenticated Cases) § Case Deflection
Napili only requires Chatter to work. Knowledge is optional. The structure of the site is built using Navigational Topics, which are set up in Community Management.
What are the Enhancements to Communities? (cont.)
Napili
Community Templates: Napili (Home Page)
What are the Enhancements to Communities? (cont.)
Featured Topics on the Home page allow for admins to
highlight important topics for users to navigate to
Users can search for Questions & Articles. They
can also ask Questions and create cases from this
component
Users can post a question or create a case from these
buttons on the bottom
Trending Articles Component allows users to see which
articles are being viewed the most recently
Users required to log in to ask or respond to
questions
Navigational Topics allow a user to navigate through the site on topics selected by the admin
Can be configured for Web2Case or require
Authentication
Community Templates: Napili (Search / Publish Experience)
What are the Enhancements to Communities? (cont.)
As a user types in text into the search box, we show the user articles that may answer his/
her question in real time
Clicking on the “Search” button will direct a user to a
search results page
Users can choose between Articles or Discussions to
view in the dropdown deflection
To ask a question (or create a case), user
will be asked to authenticate
Community Templates: Napili (Topic Page)
What are the Enhancements to Communities? (cont.)
Users can view questions that other people have asked and can answer these questions
Filtering and Sorting the Questions
Users are able to switch between seeing Discussions (conversations between
community users) and Knowledge Articles (optional)
Community Templates: Napili (User Profile Page)
What are the Enhancements to Communities? (cont.)
Users are able to see a list of cases with the My Cases
Component
As an Admin, you have to specify what List View you want us to use and you will want to set up the proper security / visibility controls
Users are also able to view and edit their profile details and view their community
reputation
Community Templates: Knowledge Articles (All Templates)
What are the Enhancements to Communities? (cont.)
Users can browse to Knowledge Base articles to see if this answers their questions
Community Templates: Authenticated Cases or Web2Case (All 3 Templates)
What are the Enhancements to Communities? (cont.)
Allow your users to submit cases for your
agents to answer.
Works with either Web2Case or
Authenticated Cases
Admins who set up this component must tell us the Global Action they
wish to use for the Guest User and what Global Action to use for the
Authenticated User (can be the same or different)
(File Attachments only
work for the authenticated user right
now)
After the user types in a Subject and/or a
Description, we refine the articles on the right side for case deflection.
Hopefully they will find a
solution to their issue without submitting the
case!
Community Templates: Case Detail Page (All Templates)
What are the Enhancements to Communities? (cont.)
Highlights about the submitted
case
Users can interact with
agents by writing text here and attaching files
User can see complete history
of case comments
between him/her and the agent
Users can close the case if their
issue is resolved already
Case Details
Case Attachments
Sales Cloud Enhancements
We’re excited to introduce Data.com Duplicate Management (Limited Pilot). Now you can control whether and when you allow users to create duplicate records inside Salesforce; customize the logic that’s used to identify duplicates; and create reports on the duplicates you do allow users to save.
What is Duplicate Management?
‘Duplicate Rules’ appears in setup for Beta customers
Provided by Data.com, but no Data.com license is required
Available to customers with professional edition and above
Administrator defines behavior when duplicates are added to
Salesforce.com: block, alert or report
New!
What is Duplicate Management? (cont.)
End user experience on desktop - block
What is Duplicate Management? (cont.)
End user experience on desktop - alert
What is Duplicate Management? (cont.)
Report Action
For report action: no change to the user experience; save is allowed Duplicates are flagged in a new Salesforce.com object called ‘Duplicate Record Set’ § available to API, custom
reports and list views § user profiles control access
What is Duplicate Management? (cont.)
Edit View
Admin configures duplicate rules under
‘Duplicate Management’ in setup
Selects desired actions for create
and edit
Report action new
in beta
What is Duplicate Management? (cont.)
List Views
Can arrange rules to define the order
they’re evaluated in
What is Duplicate Management? (cont.)
View Page
What is Duplicate Management? (cont.)
Use matching rules to determine how two records are compared and identified as duplicates. Currently, matching rules are only available with accounts, contacts, and leads.
New! Now supports lookup fields and fuzzy matching
Admins can configure custom match rules with
exact match logic
What is Duplicate Management? (cont.)
Standard matching rules with fuzzy matching
§ Prebuilt match rules available for accounts, contacts and leads
§ Will use fuzzy match logic on name fields
New in Beta: all orgs can access standard rules with
fuzzy matching
What is Duplicate Management? (cont.)
Conditional Criteria § Criteria option available on duplicate rules § If an evaluated record doesn’t meet criteria, it ignores the rule § Conditions can be set on any fields on the selected object type § Conditions can also be set on selected fields on the user object (current user) § Conditions also support advanced filter logic
Define conditional criteria to limit which records duplicate
rules apply to
What is Duplicate Management? (cont.)
Sharing Rule Preference
Admin specifies whether duplicates are blocked
even if the user can’t view the duplicate
Side Panel users can do more with Outlook Tasks. With the Side Panel on the Outlook Tasks view, Salesforce records can be related to tasks directly there, instead of from the Unresolved Items queue.
What are the Enhancements to Salesforce for Outlook?
Search records. Click on the desired results
icon to relate a Salesforce record to
the task
The association will then show in the Side
Panel
Let Users Select Specific Email Attachments to Add to Salesforce. Sales reps select the attachments they want to save by clicking on the icon next to each one of them.
What are the Enhancements to Salesforce for Outlook? (cont.)
Select or dismiss attachments
What are the Enhancements to Salesforce for Outlook? (cont.)
Allow users to select attachments in Outlook Configurations. With the Side Panel and Add Email preferences on, all email attachments get automatically saved. By checking "Allow users to select attachments", admins give users the ability to pick specific attachments only.
Note the new admin preferences for managing emails and attachments.
Assign Your Users’ Outlook Sync Folders. In Outlook Configurations, an admin can specify the Outlook folders where contacts, calendar events, and tasks sync between Outlook and Salesforce, so sales reps don’t have to.
What are the Enhancements to Salesforce for Outlook? (cont.)
Admins indicate the Outlook folder
where contact data syncs
And so on for calendar
events and tasks…
Service Cloud Enhancements
What are the Enhancements to Service Communities? (cont.)
Add a Question to Chatter Publisher
Question publisher is native in Chatter: Once added, customers can ask question directly from
the Chatter Publisher. Chatter Questions will appear directly in the feed
Add Question publisher to Chatter and Chatter Groups
Publisher Layouts*
NOTE: Group publisher actions can appear in a different order than in the main Chatter feed. Put the Question publisher in the first position in groups to help users get answers fast, and avoid posting duplicates!
What are the Enhancements to Service Communities? (cont.)
Select a Best Answer
Moderators and question authors can
select the best answer to a question
Best answers are displayed at the top of the feed, and are
quickly and easily visible, even when
there are many answers and the feed
is folded
Force.com Customization Enhancements
Salesforce1 Setup Page: A new page at the top of the Setup tree that’s a one-stop shop for Salesforce1 settings
What are the Enhancements to Setup? (cont.)
Prominent, easy to find location
Logically grouped settings with
explanatory tool tips
Salesforce1 Quick Start Wizard: A simple drag-and-drop wizard that walks you through some essential customization steps for Salesforce1.
What are the Enhancements to Setup? (cont.)
5 straightforward, illustrated steps
Resources for You
• Salesforce Foundation Power of Us HUB http://powerofus.force.com • Salesforce Foundation Website: www.salesforcefoundation.org/help • Winter ‘15 Release Notes:
www.salesforce.com/customer-resources/releases/winter15/ • Release Notes Spotlight (new for Winter 15)
http://releasenotes.docs.salesforce.com/en-us/winter15/release-notes/rn_spotlight.htm
• *new* Trailhead Salesforce Developer training: https://developer.salesforce.com/trailhead