Salesforce Spring '15 Release Overview Deck

Spring ’15 ReleaseOverview DeckChatter, Communities and Force.com

Sales & Service Cloud

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Release Overview Deck – Purpose and Audience

Target Audience:

System Administrators

Developers (see Developer Appendix)

Business Sponsors

Executives

Trainers

Purpose: Provide customers with early visibility of the ________

release for proactive deployment planning.

Release Overview Deck – Content and Delivery

Suggested delivery method

Via webinar, in-person presentation, or verbally via

phone.

Not a stand-alone deliverable. A knowledgeable

salesforce.com employee must be present to deliver

this information.– Deck can be given to customer POST R0 with all notes removed.

NOTE: For a full list of features and functionality, please see the release notes.

Salesforce1 Reporting

Enhancements

Report notifications – receive threshold-based daily alerts

via Email, Chatter, or Salesforce1

Tablet-optimized version dashboards

Filtered and dynamic dashboards in Salesforce1

Reports are now natively available in Salesforce1

What are the Enhancements to Salesforce1 Reporting?

Get alerts based on

personal threshold

Notified via

Salesforce1, Email,

or Chatter

Doesn’t count

towards Scheduled

Report Limits

Limit – 5

subscriptions

per user

Available on

PE, DE, EE, UE

and PxE

Key Capabilities – Report Notifications

Purpose:

View up to three

columns of

dashboard in

landscape and

portrait mode on

tablet.

Audience:

All

Key Capabilities: Tablet Optimization

Scroll up and

down to see all

components in

each column

Purpose:

Interactively filter

report by tapping on

chart.

Audience:

All

Key Capabilities: Tablet Optimization

Interact with

chart or

legend on

side panel.

Select

multiple filters

from legend

by tapping.

Purpose:

To run dashboard as

someone else and view

results.

Audience:

All

Key Capabilities: Dynamic Dashboards

Search for user

to Run

Dashboard As

Tap on User icon in

action bar

Purpose:

Access reports from left

navigation.

Audience:

All

Key Capabilities: Direct Access to Reports

Tap on Reports

to view Most

Recently Viewed

Reports

Purpose: Two options

for refresh and rerun.

Audience: All

Key Capabilities: Refresh Dashboards More Easily

Tap re-run icon

in action bar

Make a

decision on

reloading latest

refresh or

re-running the

source reports.

Reloading by

Pull to refresh

will be faster.

Chatter Enhancements

Chatter

– Bundled Posts

– Consolidated Post Action

– Feed Post Actions

– Workflow Engine Support for

Feed Posts

– Emoticons

– Salesforce1 for Tablet

– Enhanced Follow Model

Files

– Files Connect

– Salesforce Files Sync

– Salesforce Files Administration

What are the Enhancements to Chatter?

Bundled Posts available in Salesforce1 Web and

Salesforce1 mobile:

When a series of changes to record data take place

within a short window of time, those changes are

bundled together as a summary post, thus making

users’ posts more prominent.

What are the Enhancements to Chatter? (cont.)

Bundled Post:

One post representing a

group of sequential

changes to the record

Consolidated Post Action available in

Salesforce1 Web and Salesforce1 mobile:

Allows users to attach files and links to the same

post in the Salesforce1 web application.


Attach Files and

include Links

Feed Post Actions available

in Salesforce1 Web and

Salesforce1 mobile:

Use the “Create New Task”

action from a post and follow

the conversation and files from

your task list.


Create New Task

available from Feed

Post Menu

Use the link on the post

to navigate to the task

that you created

And more…

Workflow Engine Support for Feed Posts:

– You may now use the Salesforce Workflow engine to kick off automation

based on Feeditem inserts. This feature only supports Feeditems and

not Comments.

Emoticons!

Salesforce1 for Tablet:

– Accessing Salesforce1 from your tablet’s browser gives you the Chatter

Feed in a new format designed for better user experience on larger

mobile formats.

– Enhanced Follow Model (Pilot):

• Now when you follow a person, you follow their activity instead of their

wall (i.e., posts by others on their Profile page). The new model shall

improve users’ engagement as they discover new content by

following posts in various groups and new conversations.


Files Connect provides:

New unified access to internal and external files in

Salesforce 1 web (one.app), providing users the ability to:

– Access the unified recent list of Files from the Files App in

stage left.

– Post an external file.

OneDrive for Business (announced December 17),

which lets Salesforce users access and share files from

Microsoft’s latest cloud-based content system.

What are the Enhancements to Files Connect?

OneDrive for Business (announced December 17) lets Salesforce users access and

share files from Microsoft’s latest cloud-based content system.

What are the Enhancements to Files Connect? (cont.)

Files Sync now supports:

Synchronizing files shared by others, directly from Chatter feed posts,

file lists, and file detail pages. Previously, users could only sync their

own files.

Users having up to 10,000 synced files.

Windows 8 and 8.1, and Mac OS X Yosemite.

What are the Enhancements to Salesforce Files Sync?

Files Sync Managed Version provides Salesforce Admins with the ability to silently

install Salesforce Files Sync to users’ desktops via MSI:

Deploy the Salesforce Files Sync client to your entire organization’s desktop machines.

Control who gets to install the desktop applications and when the client is upgraded.

.

What are the Enhancements to Salesforce Files Sync? (cont.)

What are the Enhancements to Salesforce Files?

Administrators can now configure Files

and Content in Setup under

Customize | Salesforce Files.

Files and Content Configuration

Members in Public Self-Service

Communities can attach files to their

Q&A posts.

Files and Communities

Salesforce Files now supports

Record Types and Page Layouts.

Previously, most customizable

objects supported Record Types and

Page Layouts, but Files did not.

Administrators can now set both of

these for Files and Content, using

the Record Types and Page Layouts

Setup pages in the new Salesforce

Files node.

What are the Enhancements to Files Administration?

Unified Record Types and Page Layouts replace Content Types

for Salesforce Files (Both Content and Chatter Files).

Chatter Enhancements Summary

FeatureRelease

Type

Automatically visible to all users. No setup

required.

Automaticallyvisible to all Admins. No

setup required.

Not automaticallyvisible. Feature

is available but requires some setup.

Contactsalesforce.com to

enable this feature.Salesforce Edition

SalesforceLicense

Bundled FTC Posts GA PGE, PE, EE, UE,

PxE, DE, PersonalN/A

Feed Post Actions GA PGE, PE, EE, UE,


Consolidated Post GA PGE, PE, EE, UE,


Workflow for Feeditems GA PGE, PE, EE, UE,


Emoticons GA PGE, PE, EE, UE,


Salesforce1 Tablet GA PGE, PE, EE, UE,


Enhanced Follow ModelOpen

Pilot PGE, PE, EE, UE,


Chatter Enhancements Summary (cont.)

FeatureRelease

Type


required.


setup required.





SalesforceLicense

Files Connect for

OneDrive for BusinessGA

PEE, UE,PxE, DE

EmployCRM,

Chatter+,

Force light &

higher,

Employee

Community

Help Desk

Files Connect is also available in one.app GA P

P

(only for on premise)

EE, UE,PxE

Unified Setup Tree for Files GA P

GE, PE, EE, UE,

PxE, DEAll

Record Types and Page Layouts for Salesforce Files

P

GE, PE, EE, UE,

PxE, DE All

Available with the following Salseforce Licenses:

Salesforce Chatter Only Salesforce Platform Salesforce Platform Light

Salesforce Platform One Force.com — One App Force.com App Subscription

Force.com — Free Partner App Subscription Identity

Work.com only Ideas Only Siteforce Only

Knowledge Only

Chatter Enhancements Summary (cont.)

FeatureRelease

Type


required.


setup required.





SalesforceLicense

Files Sync GA P EE, UE,PxE, DE

See below.

10,000 Files Support GA P

Windows 8 and 8.1, and

Mac OS X YosemiteGA P

Managed Version Open PilotP P

EE, UE,PxE, DE

REFERENCE: For a full list of Files features and

enhancements, please see the release notes.

Sales Cloud Enhancements

Collaborative Forecast

Notes

Sales Path

Exchange Sync

Duplicate Management

Salesforce for Outlook

What are the Enhancements to the Sales Cloud?

Forecast adjustments make forecasting more flexible by allowing users to make changes to

forecast rollup amounts. Sales managers can save time by adjusting the rolled-up forecast number

instead of each individual forecast number for every rep.

What are the Enhancements to Collaborative Forecasts?

Manager can now

adjust own total

forecast rather than

allocating adjustments

to subordinates. This

feature also extends

to sales reps to adjust

own forecast.

Lets all forecast users adjust their own forecasts with flexible

forecast adjustments.

Reps now have the power to make adjustments to their own

forecasts without changing the underlying opportunity value.

Sales managers can save time by adjusting the rolled-up

forecast number instead of each individual forecast number for

every rep.

Flexibility to adjust forecasts based on specific situations

Administrators can allow all forecast users, including both sales

reps and managers, to adjust their own forecast amounts.

What are the Enhancements to Collaborative Forecasts? (cont.)

It’s quick and easy. No more Post-its

and third-party text apps. Capture

your thoughts in just a few steps.

It’s optimized for sales. Keep your

notes private or relate them to

multiple Salesforce records of nearly

any type. You can even create tasks

right from your notes!

It’s cross-platform. Whether you’re on

a phone, tablet, or desktop, it’s easy

to create, view, and search notes

right from within Salesforce.

What are the Enhancements to Notes?

A “Note” publisher action is available in

the global Action Bar. With one tap of the

button, a sales rep can create a note with

Salesforce1.

What are the Enhancements to Notes? (cont.)

A blank note is created. This is

very similar to other consumer

note-taking apps. You can

enter a title and a body of text.


Tap the body to enter text and show a

toolbar with rich text options, including a

bulleted list and a numbered list.

This note is also only visible to you, until

you relate it to other records. You can do

so by tapping “Relate Records.”


You can relate a note to multiple

Salesforce records, even those for

custom objects. The Relate Records

panel displays your recent records.

You can also search for records.


Sometimes you have action items in a

note. Right-swipe a line to easily create

a task for it.

Check out a list of tasks created from

this note by tapping the check mark.


Access a list of notes from the left

navigation menu in Salesforce1.


Notes are now reportable like Files and Contents.

Notes will also show up under Files, along with other file types.

Requires Chatter to be on for the org.

If you relate a note to a record, a Chatter feed will be automatically

inserted to that record. Whoever has access to the record will be able

to open and read the note.

Same note-taking experience on phone and tablet with Salesforce1.

This is an open beta. Administrators can turn on/off via Setup menu.

Once enabled, admin needs to manually add note actions and menu

item in order to have the best mobile experience.

Admin can disable the swipe gesture via the Setup menu (under

Activities Settings).


With the Spring ’15 release, Sales

Path streamlines the sales process by

keeping reps focused on what they

need to do to push their deals

forward. Visualize stages in the sales

process and surface key fields and

relevant content based on the stage of

the deal.

What are the Enhancements to Sales Path?

NOTE: Only available in Salesforce1

At the beginning of the sales

process, there can be a lot of

information to capture, which

can be overwhelming for reps!

Sales Path makes it easy for

reps to capture the right

information at right time by

surfacing key fields based on

the deal stage.

Sales reps have a lot of

resources out there, but it can

be hard to provide them with

the right tools at the right time.

Sales Path helps reps focus on

what they need to do at each

stage. Provide best practices,

links to chatter groups & files,

and other relevant resources to

help them succeed in moving

the deal forward.

Onboarding new sales reps can

be challenging. They need to

learn the ins & outs of the sales

process, when to advance the

stage, what fields to populate &

when, and need help finding

the right sales materials. Sales

Path accelerates the

onboarding process by helping

reps visualize where they are in

the sales process and surfacing

key fields and relevant sales

content based on the

opportunity stage.

Capture key deal info at every stage

Relevant content when you need it

Quickly onboard new reps

What are the Enhancements to Sales Path? (cont.)

Sales Path Set Up for Admins


New node in

Set Up

Enable Sales

Path for the org

Create a new

Sales Path

Select an

Opportunity

Record Type

Activate Sales

Path on Finish

Using Sales Path Step 1: Sales Path Name & Record Type


Admin can add Rich

Text* such as best

practices, things to

consider, links to

files or groups

Opportunity Stages

for the selected

Record Type are

automatically added

Admin can add

Opportunity Fields*

that should appear

for that stage

NOTE*: You can select up to 5 fields and 1000 characters of text (including markup) per stage.

Using Sales Path Step 2: Add Fields & Rich Text


That’s it! Sales Path will

now automatically appear

on the Opportunity Page

Layout in Salesforce1.

Using Sales Path Step 3: Finish


Visualize the

sales process

Surface key

fields per

stage

Rich text for

guidance

Select “Mark

Stage as

Complete” to

advance the stage

Sales Path in Salesforce1


Add up to 5 fields

that should appear

when the rep is in

that stage

Quickly edit key

fields without editing

full Opportunity

Sales Path in Salesforce1–Edit Fields


Add up to 5 fields

that should appear

when the rep is in

that stage

Peek ahead to see

relevant fields &

guidance for future

stages

Select “Mark as

Current Stage” to

update the stage

Sales Path in Salesforce1–Peek Ahead


Select the Closed

Stage

Sales Path in Salesforce1–Close Opportunity


Keep the contacts and events

in your users’ Exchange-

based email systems in sync

with contacts and events in

Salesforce, without requiring

your users to install and

maintain software on their

workstations.

What are the Enhancements to Exchange Sync?

How it works: Server-to-Server

What are the Enhancements to Exchange Sync? (cont.)

Feature overview: Server-based sync engine benefits


Server-to-Server sync — runs in the background, always working

Any device — Windows, Mac, iOS, Android

Easy on IT — nothing to install, central management

Exchange Sync

Configurations:

Set up sync directions,

behaviors, and filters for

different user populations


Exchange Sync Status Admin

Setup allows overview of org-

wide and user-specific

sync status


Sales Manager wants a record in Salesforce of Sales Reps’

customer meetings (events)

Meeting Scheduler wants to set up events in Salesforce and

have them appear in Sales Reps’ Outlook

Sales Rep needs customer contact info available outside of

Salesforce

IT Professional needs to enable a sync technology for a diverse

set of devices and OSs

Sample Use Cases

Duplicate Warning & Blocking has been a top request on

the Idea Exchange for many years now. Gartner says the #1

reason for failed CRM implementations is bad data. CRM

customers expect a warning or blocking of duplicate creation,

based on matching logic that they can configure. This can

increase efficiency for your teams, improve overall data quality

and improve accuracy in forecasting.

Duplicate & Matching Rules: Administrators can configure

matching rules for what constitutes a duplicate and duplicate

rules for what Salesforce.com should do when a duplicate is

found; these options include blocking, alerting, and reporting.

Duplicate Alerts: End users in sales, marketing, and

operations will be alerted if they are creating a duplicate,

whether working in the traditional Salesforce desktop UI or in

Salesforce1. Matching records are presented to the user so

they can work with an existing record instead of creating a

duplicate.

What are the Enhancements to Duplicate Management?

Does your sales operations

team sometimes feel they’ve

got a second full-time job

managing data quality?

With the duplicate insertion

problem under control, sales

operations can spend less time

on data stewardship and more

time on their real jobs.

Does it frustrate your sales

team to have to hunt through

CRM to make sure a record

doesn’t already exist before

creating a new one? Do they

even bother?

Duplicate alerts save time by

notifying your users of

existing records when &

where they’re creating new

ones.

You’re doing business with

one company but you

wouldn’t know it because

your team is logging

opportunities to duplicate

accounts all over your CRM.

Sales management can have

greater confidence in

forecasts knowing there

aren’t two or three of every

account or contact appearing

in their reports.

Better Data Quality Greater Forecast Accuracy Increased Efficiency

What are the Enhancements to Duplicate Management? (cont.)


Cross-object duplicate rules


Support for custom objects


Match rules support picklists


Field mapping

Summary: Improvements in GA (since the beta)

Theme Enhancements

Cross-object

duplicate rules

Can now create duplicate rules that compare records of different object types

(lead to contact, lead to account, …)

Duplicates are highlighted in desktop and S1 mobile user interface

Custom objects Improved standard match rules are now available in all beta orgs

Custom rules now include fuzzy matching options

Match rules now support lookup fields (i.e., “company name” on contacts)

Improved performance for batch processing

Field mapping Duplicate report action flags records as dupes when they’re inserted

Duplicate record sets store groups of duplicates in Salesforce

Available to UI, API, and custom report types via user profiles

Lead Convert All rule setup is now consolidated in one place, under Data.com Administration

Help and training content available throughout the application

Error logging for failed match requests is now available in setup

Recurring Salesforce tasks now sync to Outlook.

Recurring tasks updated in Outlook don’t sync back to Salesforce.

The side panel now matches addresses from Outlook email recipients on all email fields from Salesforce contacts and leads—even custom email fields.

Sales users are more likely to find Salesforcerecords related to people included on Outlook emails.

Admins can now indicate whether emails added to person accounts are done so as contacts or accounts.

Helps admins preserve business logic by ensuring emails added to Salesforce records occur the way admins expect.

Sync Recurring Tasks

Contacts and Leads in the Side Panel

Add emails to person accounts

What are the Enhancements to Salesforce for Outlook?

When enabled, sales users can add an email to multiple accounts, opportunities, cases, or custom objects.

In Salesforce, the email is saved in as many tasks as there are associations.

Add emails to multiple records that

accept tasks

Sync recurring Salesforce tasks to Outlook

What are the Enhancements to Salesforce for Outlook? (cont.)

Here’s a daily recurring

task series in the

Salesforce list view

showing tasks due

this month.

Sync recurring Salesforce tasks to Outlook


Here’s the same recurring

task in Outlook, in the view

showing tasks due today

and tomorrow.

We don’t support adding

Outlook recurring tasks

to Salesforce records.

Find more contacts and leads in the side panel


Here are the email addresses for

Steve. The side panel displays

contact details regardless of

whether the contact sends an

email from their corporate or

personal email address.

Add emails to person accounts

What are the enhancements to Salesforce for Outlook? (cont.)

According to settings in the Outlook configuration, adding an

Outlook email to a Person Account is done as either:

An account, appearing in the Salesforce task’s Related To field

A contact, appearing in the Salesforce task’s Name field

The task fields for

Related To and Name

Add emails to multiple Salesforce records that accept tasks (besides contacts)


We create one task for

each association in

Salesforce.

Add an Outlook email to multiple

accounts using the side panel.

Additional Resources

Google Search: Salesforce for Outlook Release Notes

Google Search: Salesforce for Outlook System Requirements

Success Community Group: Official: Salesforce for Outlook

Quick Start guide: bit.ly/SFOqs (case-sensitive)


Communities Enhancements

Community Builder

Setup and Community Management Console

Enhancements to the Napili Template

What are the Enhancements and Additions to Communities?

Users creating a new community will be taken through an improved setup experience.

Add a new community to trigger the Starter Wizard.

Choose a template.

What are the Enhancements to Community Builder?

Use the Branding Editor to

customize the template.

Choose a palette to quickly

change colors.

Update colors using the

branding editor, then review

live on the canvas.

Get branding done faster by

uploading your company

logo and automatically

generating a color palette

for your community.

What are the Enhancements to Community Builder? (cont.)

Once your community setup is complete:

Use new Page Editor and associated Property Editor to modify the various components on a page

within a community to update text labels, pick the number of results to display, and more.


Once your community setup

is complete:

Use the new Settings area to

get important info about the

current template and links to

add data.

Receive notifications about the

availability of new templates.

Try out new templates for

published communities by

upgrading the current

community to the new template

and reverting to the previous

one if the new template does

not meet your needs.


Community setup and

management consolidated into

the Community Console, where

Community Managers can view,

analyze, manage, and act on

community information.

New features:

Setup overlay moved to console

Streamlined wizard-based flow

Intelligent navigation options

Enhanced overview page

New files moderation page

Topic Management (beta)

Custom Recommendations

What is the new Setup & Community Management Console?

Based on customer feedback, we’ve

made some enhancements to the Napili

template that includes Cases,

Knowledge, and Questions in the feed.

Summary of new features:

Community Leaderboard

Trending and Related Topics

Enhanced Profile with User and Email

Settings, Reputation, Follow and

Activity feed

Configurable photo visibility settings

Add/Remove topics after posting,

Follow Topic

Case Feed vs. case comments (pilot)

What are the Enhancments to the Napili Template?

Communities Enhancements Summary

FeatureRelease

Type


required.


setup required.





SalesforceLicense

Community Builder GA P EE, UE,PxE, DE Communities

Community Management

Console

GA (1 beta

feature) P EE, UE,PxE, DE Communities

Napili Template Enhancments GA P EE, UE,PxE, DE Communities

REFERENCE: For a full list of Communities features

and enhancements, please see the release notes.

Service Cloud Enhancements

Salesforce Console for Service Enhancements

Macros (Agent Productivity)

Social Customer Service Starter Pack

Service Communities Enhancements (Question-to-Case)

Business Continuity with Org Sync

SOS (Pilot)

What are the Enhancements to the Service Cloud?

Users can:

Use new keyboard shortcuts.

Rearrange console tabs.

Access several console features automatically.

Adopt new system recommendations.

Administrators can:

Clone console apps.

Assign an automatic height and width to stacked components.

Let users customize navigation tabs.

What are the Enhancements to the Console for Service?

When working on a case, the pinned list can take up valuable real estate. The Shift+N keyboard shortcut

allows users to quickly collapse and expand a pinned list.

The new zoom keyboard shortcut (Z) is an awesome utility that quickly allows users to collapse the header,

footer, and pinned list in a single click!

Console for Service: Keyboard Shortcuts for Users

Header and footer

Pinned

list

No pinned

list

No header and footer

Ctrl+click is an incredibly useful feature that allows console links to be opened in the background. It allows

users to open several tabs in succession without losing focus on what they are currently viewing.

Console for Service: Keyboard Shortcuts for Users (cont.)

Ctrl + 00001140

and 00001292

You can now drag and drop tabs to any position in their tab strip. This is useful when users have tabs that

they frequently access.

Console for Service: Drag and Drop Console Tabs

Drag tab to left

We are now enabling the following features for all customers.

Save User Sessions (remember users’ workspaces)

Enable Multi Monitor (allow pop out of components)

Enable Keyboard Shortcuts (allow users to use keyboard shortcuts)

Console for Service: Auto Enable Console Features

The Console clone feature allows administrators to duplicate consoles very quickly. This is increasingly

handy as more configuration options are added.

Console for Service: Clone Console Apps

The minimum width and height features for standard console components ensure that there is at least

enough real estate for a component to be usable. If there isn’t, the component simply collapses itself.

When expanded again, it expands to the minimum required real width or height.

Console for Service: Responsive Sidebars

Reduce from this width… …to this width.

With Spring ‘15, any

sidebar region can be

collapsed using the

‘Shift + arrow’ keys.

Support agents can now save time by performing multiple actions in one click. For example, opening

the email action, selecting a template, sending an email, and changing the Case status can be done in

just one Macro.

You can search and execute a Macro from the Macro widget only available in the Salesforce console.

Macros can be created by an administrator or any user who has permission in his profile.

Open the Macro widget with a simple keyboard shortcut.

Watch each Instruction being performed.

Each Instruction is being executed in the Console in real time.

Agent is guided in the Macro creation process.

Macros can be shared manually or via sharing rules.

What are Macros?

Open the Macro widget with a keyboard shortcut (M) from within the Console.

Use the Macro Widget to Search, Create, and Run a Macro

The lightening bolt icon

indicates that the

macros performs an

action—such as

sending an email—that

cannot be un-done.

Enter some letters

from the macro’s

name to search for it.

Create a brand new

Macro using this link.

Run, Edit and

View Buttons

Collapse the

Instructions.

Agents or administrators can create Macros.

Creating a Macro is Easy!

Macro Name (only

searchable field)

The Description will

display below the Macro

Name in the Widget.

Click done to validate the

current Instruction and add a

new Instruction below

Create a new instruction

in the same context than

the previous instruction.

Hover over the step

number to Delete, Reorder

or Add a new instruction.

The first macro instruction

specifies the tab that the

macro acts upon.

Administrators can turn on Social Customer Service in just minutes. Connect

your Facebook and Twitter accounts directly from Salesforce and deliver

social customer care without a separate Radian6 account.

Social Customer Service Starter Pack is GA!

Create account

with no login

required.

Add social

accounts.

Start and stop data

sources directly

from Salesforce.

Create Cases from Questions in Chatter with Questions-to-Case.

If a question in Chatter isn’t resolved, moderators can escalate the

question to a case directly in the feed.

Service Communities Enhancements: Escalate Questions to Cases

Moderators can access Escalate

to Case from the overflow menu

on the feed item. The escalation form

fields and default values

can be configured.

NOTE: Question-to-Case is available in the full Salesforce site and the Salesforce1

mobile browser app, as well as in Communities where Chatter Questions is enabled.

Respond to escalated questions without ever leaving the Console.

Service Communities Enhancements: Manage Escalated Questions

The entire question and all

current answers are included in

the associated case feed.

With the Community publisher,

agents can respond directly on

the question in the community.

Question

information is

automatically

included in the

case details.

Agents can mark an answer as

‘Best’ if someone in the community

has already answered the question.

Build workflow rules or use the Lightning Process Builder

to automatically create cases from questions that meet

specified criteria.

Service Communities Enhancements: Automate Escalation of Questions

The Escalate to Case feed

action is available to use

within flows and processes.

Custom flows and processes can be

built to create cases from questions

based on criteria such as number of

likes, best answer, and content.

Organization Sync lets you set up a secondary, synced Salesforce organization

where users can work when your primary organization is unavailable.

How Can You Promote Business Continuity with Org Sync?

2) PUBLISH

objects and fields

to be

synchronized

3) SUBSCRIBE to

Objects and Fields

from second org

1) Setup metadata

and users in

second org

4) Perform an Initial

Sync of historical

data, as required

Primary Org Secondary Org

Repeat steps 2 and 3 from

secondary to primary for a

2-way synchronization

With SOS, companies can now deliver immediate, personalized and contextual mobile support on the

devices and platforms their customers use everyday! In one click, mobile customers can connect to an

agent via video chat and in-app screenshare.

What is SOS? (Pilot)

Presence Widget

is added to

Console.

Presence status set

to ‘Online’ allows

agents to accept

SOS sessions.

Customer

Context

Agent can ‘Accept’

to launch SOS

session.

Use Omni-

Channel

routing to

‘PUSH’ SOS

sessions to

agents.

SOS Native Integration in the Console (Pilot)

SOS

Widget

SOS Session

Object Tab

Benefit from a collaborative and shared service experience.

SOS Session User Interface (Pilot)

Agent

Annotations

Agent

Annotations

Agent UI

Customer UI

Agent

AnnotationsScreenshare

Draggable

Video

Container

Movable

Video

Container

Record and track all metadata related to the SOS session.

SOS Session Object (Pilot)

Activity

Tracker

Session

Details

Force.com Customization

Enhancements

Lightning Process Builder

Security and Identity Enhancements

AppExchange Store Builder

What are the Customization Enhancements to Force.com?

Lightning Process Builder lets you automate

business processes using a visual interface.

Processes allow you to execute action groups

when certain conditions are met.

Action groups can consist of immediate and

scheduled actions.

Capabilities include:

Creating a record.

Updating fields on records or any related record.

Launching a trigger-ready flow as an immediate

or scheduled action.

Sending an email.

Posting to Chatter.

Submitting for approval.

Triggering Apex.

What is Lightning Process Builder?

Prior to Process Builder, you had to use Visual Workflow or

Apex to create a record, update fields on any related record,

post to Chatter, or submit a record for approval.

What Actions are Supported by Lightning Process Builder?

Prior to Process Builder, you had to use Visual Workflow or Apex to create

a record, update fields on any related record, post to Chatter, or submit a

record for approval.

Actions Description

Create a record Create a new record.

Update records Update fields on records or any related records.

Send an email Send an email using an email alert.

Post to Chatter Post to the feed of a user, a Chatter group, or the record that started

the process.

Use a quick action Use an object-specific or global action to create a record, update a

record, or log a call.

Submit for approval Submit a record for approval without requiring users to submit manually.

Launch a flow Launch a trigger-ready flow to automate complex business processes.

Call Apex Call an Apex method to add customized functionality.

Login Forensics

Custom SAML just-in-time provisioning

Advanced Auth protocols for Mobile SDK and S1 on iOS

API client whitelisting

Global Auth providers

Identity Management

What are the Enhancements to Security and Identity?

Login Forensics provides enterprise security with the ability to perform

forensic reports on their users to validate their legitimacy.

Pilot features include:

API First: API first enables you to build your own integrations to DLP (Data

Loss Prevention) and other Business Intelligence systems like Splunk.

Extensible Login Events: Whether it’s through the web, desktop, mobile,

or API-backed application using Connected Apps, Adminstrators can easily

track who the user is using any number of simple-to-understand attributes

like their browser, computing platform, and IP address, as well as your own,

using HTTP Headers and JSON-based fields.

Automated Roll-Up Metrics: Every hour, login events are rolled up into

metrics which can be kept on the platform for long periods of time in order

to more easily discover that needle in the haystack without combing

through large amounts of log data.

Login Forensics

The LoginEvent object

provides attributes for identifying

the user.

The AdditionalInfo field of

the object contains information

gathered from HTTP Headers –

including any custom attributes

you provide.

Login Forensics: LoginEvent object

PlatformEventMetrics

object provides aggregation of

data for analysis.

The MetricValue field shows

roll-ups based on the hour for

various MetricType values.

Login Forensics: PlatformEventMetrics object

Control and customize just-in-time user

provisioning logic during SAML single sign-on

using an Apex class.

Create a class that implements the SamlJitHandler interface.

or

Have the Salesforce application generate an

Apex class that contains a basic end-to-end

flow for you to customize.

Custom SAML Just-In-Time Provisioning

Restrict all API client applications,

such as the Data Loader, to require

administrator approval.

Builds on the Connected Apps framework

allowing an administrator to approve or

block individual client applications.

Note: Users with the “Use any API

Enabled” permission will still allow the

user API access through any client.

API Client Whitelisting

Contact Salesforce to enable

API Client Whitelisting.

Two options for setting up key

values when configuring a

Facebook, Salesforce, LinkedIn,

Twitter, or Google Auth. Provider:

Let Salesforce automatically

create key values.

Provide values from your own

third-party application or

connected app.

Global Authentication Providers

Leaving these fields empty will allow

Salesforce to create and manage

values for an Auth. Provider.

Note: This change will not be available until March 2015.

Administrators can:

Automate the tasks of creating, updating,

and disabling user account information

across all applications using Salesforce

as an Identity Provider.

Centrally view information about user

accounts across all applications (such as

Google, Box, and other Salesforce orgs)

for a given user.

Run “who has access to what apps” report

for SOX reporting and other audit and

compliance needs.

Automate user provisioning into various

apps using Active Directory (AD) using

Salesforce Identity Connect to provision

users into Salesforce; then Salesforce can

provision user accounts into other apps.

Identity Management Enhancements

Build your own app store:

Deliver any app to partners,

customers, and employees

Create a custom branded

experience

Measure adoption with built-

in analytics

Integrate with the Customer

Success Platform

Extend with 3rd-party apps

and services

Introducing: AppExchange Store Builder

Get it today for free on the AppExchange!

Force.com Customization Enhancements Summary

FeatureRelease

Type


required.


setup required.





SalesforceLicense

Lightning Process

BuilderGA P UE, EE, DE,

Login Forensics Pilot PPxE, UE, DE, Database.com

Full CRM

Custom SAML Just-In-Time Provisioning GA P PxE, UE, EE, DE n/a

Advanced Auth protocols for Mobile SDK and S1 on iOS

GA PGE, PE, EE, UE,

PxE, DEn/a

API Client Whitelisting GA P P PE, EE, UE, PxE, DE n/a

Global Authentication Providers

GA P PE, EE, UE, PxE, DE All except

User Provisioning GA P EE, UE, PxE, DEAll except

Chatter Free

AppExchange Store Builder

GAEE, UE, PxE, DE,

Force.comAt least Identity

REFERENCE: For a full list of Force.com features


Force.com Development

Enhancements

Lightning Component Framework

What are the Development Enhancements to Force.com?

The Lightning Component Framework is a component-based UI framework. Developers will be able

to create components that integrate directly into Salesforce1, providing better access to features and

optimizations versus earlier offerings.

The Lightning Component Framework:

– Is NATIVE to the platform.

– Is INTEGRATED with Salesforce1.

– Provides a CLOUD-BASED IDE.

– Has a RICH feature set.

– Supports OTHER JavaScript frameworks!

Components:

– Are stored as METADATA.

– Are available in commercial AppExchange libraries.

Salesforce1 is built using Lightning Components.

What is the Lightning Component Framework?

Build applications by assembling components created

by you and other developers.

Application

Component 2

Component 3

Component

4Component 5

Force.com Enhancements Summary

FeatureRelease

Type


required.


setup required.





SalesforceLicense

Lightning Components Beta PEE, PxE, UE, DE,

Database.com n/a

REFERENCE: For a full list of Force.com features


Thank you

Technology

Salesforce Spring '15 Release Overview Deck