Salesforce Summer'15 Release Overview Deck
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Transcript of Salesforce Summer'15 Release Overview Deck
Summer ’15 Release OverviewInstantly turn insights into action with the Customer Success Platform
Safe Harbor Statement
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.
Summer ‘15 Release Milestones
Staggered Release Friday, 6/5(NA6, NA7, NA8, NA9, NA17, NA18, NA22, EU5)
Pre-Release Sign-upTuesday, 4/21
Staggered Release,Friday 5/22 (NA1)
Sandbox Preview Window Friday, 5/8(CS3, CS4, CS7, CS9, CS11, CS12, CS13, CS14, CS15, CS17, CS19, CS20, CS21, CS23, CS25, CS26, CS30, CS32 ,CS41, CS42 CS80)Saturday, 5/9(CS5)
April May June
Preview Release Notes4/23
Staggered Release Friday, 6/12(EU0, EU1, EU2, EU3, NA0, NA2, NA3, NA4, NA5, NA10, NA11, NA12, NA13, NA14, NA15, NA16, NA19, NA20, NA21, NA23, NA24, NA26, NA41, CS81)
& Saturday, 6/13(AP0, AP1, AP2, CS1, CS2, CS6, CS8, CS10, CS16, CS18, CS22, CS24, CS31, CS33)
Release Website4/23
Release Readiness LiveTuesday 6/2Wednesday 6/3
Sandbox Cut-off Date5/2
• Decide by May 2nd if you would like to participate in the Summer ‘15 Sandbox Preview
– If you have a full Sandbox, be mindful of the 29-day refresh policy and plan accordingly.
• Determine your Sandbox instance
– Setup | Deploy | Sandboxes
Sandbox PreviewDEFINITION: Force.com Sandbox customers are able to get early access to Summer ‘15 features to test new customizations and features before your production organization is upgraded.
Definitions of Release Types
Pilot: New feature or function available by invitation-only to a limited set of customers. The purpose is to gather feedback and data on product functionality, scalability, performance and usability, which will influence the direction, continued development, or roll out of the feature.
Beta: Minimum customer feature set made available to a set of customers on an opt-in basis, to gain early adoption and minor feedback on product that the team will be making minor, known enhancements to in order for product to meet marketable feature set. Must go GA within two releases.
GA: Marketable feature set ready for all customer production use and all functional, quality and performance requirements are complete.
Developer Preview: Provide early testing opportunities to Developer Edition orgs on upcoming developer technologies. The purpose is to solicit feedback for features that are not ready for a production release (Pilot, Beta, or GA). The Developer Preview is not backwards compatible.
Join the Release Community!
Stay informed, collaborate,
get your questions answered!
Release Readiness Community
Save the date! June 2nd and 3rd — Release Readiness Live broadcast
General Enhancements
Salesforce1 Mobile App
Community Cloud
Sales Cloud
Service Cloud
Chatter
Salesforce1 Platform Customization Enhancements
Salesforce1 Platform Development Enhancements
Agenda
Summer ‘15 Release Notes
General Enhancements
What are the General Enhancements?
Data Loader for Mac
Setup Assistant
Additional Enhancements
General Enhancements
Data Loader for Mac Finally a Salesforce Supported Data Loader Tool for Mac
Download Data Loader for Mac from
setup
Familiar and easy-to-use UI
Simple drag-and-drop installation
Setup Assistant for Newly Created OrganizationsIf you’re planning to set up Salesforce without consulting an implementation partner, Setup Assistant is here to help.
Wizards and targeted assistance help you complete basic configurations so you can get your sales teams up and running quickly.
The Setup Assistant helps you import data and customize your sales stages - all through easy-to-use wizards.
For additional assistance we’ve included helpful videos to get you and your teams on the way to increasing sales with Salesforce.
Other notable changes
Improved Data Import Wizard
We’ve enhanced the Data Import Wizard user interface to make your data import experience seamless and better than ever before.
General Enhancements
Feature Release Type
Enabled for Users
Enabled for Administrators
Requires Administrator
setup.
Contactsalesforce.com to enable this
feature.
Salesforce Edition
Improved Data Import Wizard User Interface
GA P All
Data Loader for Mac
GA P PE, EE, UE, PxE, DE
Setup Assistant for Newly Activated Organizations
GA P GE, PE, EE, UE, PxE, DE
Salesforce1 Enhancements
What are the enhancements to Saleforce1?
Customizable Action Bar
Lightning App Builder
Rich Text Notes (Beta)
Lead Conversion
Additional Enhancements
Salesforce1 Enhancements
Customizable Action Bar
Reduce clutter in the Salesforce1 app Re-arrange the action items to increase user productivity
Customizable action bar Customize actions in the Salesforce1 app action bar
Customize the set of available quick actions on the action bar
Optimize for what your users do on mobile
Choose selection and order of standard and custom actions on object-by-object basis or in the global layout
Lightning App Builder
Lightning app builder Point and click tool for developing lightning pages
Easily build rich apps with standard and custom UI components
Design apps for every screen with responsive templates
Deliver custom apps to your employees in minutes
Limited to creating homepages in Summer ‘15
Create Custom App Pages with the Lightning App Builder (GA) Point-and-click tool makes it easy to create custom app pages for Salesforce1
Standard components
provided by SFDC
App design canvas
One-click activation to enable the application
Select the device to preview the app as: Phone, Tablet or
Tablet preview mode
Custom Lightning Components built by developers or
ISVs
Find additional components on AppExchange
Zoom out to see the whole page
What’s in an App
LightningPageLightning
Components
Global Actions
Apps in Salesforce1
Rich Text Notes
Notes (Open Beta) Enhance your user’s note taking capabilities
• Notes, an enhanced version of the Salesforce note-taking tool that lets your users take better notes faster
• It’s quick and easy. No more Post-its and third-party text apps, allowing users to capture your thoughts in just a few steps.
• It’s optimized for sales. Users can keep their 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.
Lead Conversion
Lead convert is generally available Increase productivity by converting leads on to go..
Easily convert qualified leads into contacts with one tap
Now able to create account upon converting
Quickly create opportunities once leads are converted
Create new accounts and opportunities during lead conversion
Convert Lead Action Item
New Opportunity
Success!
New contact, account, and opportunity created
Salesforce1 Additional Enhancements
Other notable changes
• Use state and country pick-lists when creating or editing records
• Access more external data with Lightning Connect
• Automatically update key related fields when changing an opportunity’s stage
• Receive in-app notifications about posts and groups
• Add multiple topics to posts (Mobile browser app only)
• Use global search to find posts in the ‘All company feed’ (Mobile browser app only)
Mobile Enhancements
Feature Release Type
Enabled for Users Enabled for
Administrators
Requires Administrator
setup.
Contactsalesforce.com to enable this
feature.
Salesforce Edition
Customization of Action Bar in Salesforce1
GA PGE, PE, EE, UE, PxE, DE,
Personal
Salesforce1 Lead Convert
GA P PE, EE, UE, PxE, DE
Notes Open Beta P P EE, UE, PxE,
Lightning App Builder
GA P GE, PE, EE, UE, PxE, DE
Community Cloud Enhancements
What are the enhancements to Community Cloud?
Community Management
Community Builder
Community Templates
Community Reporting
Additional Community Enhancements
Community Cloud Enhancements
Community Management
Topic Management Community managers can now manage all the topics in a community
Admins can seed the community with topics by creating them from here
Admins can merge topics
Admins can search for topics, which will filter the topic list below with the results
Admins delete or rename topics by clicking on individual topic rows
Topic Management (continued) Community managers can now manage all the topics in a community
Admins can seed the community with topics by creating them from here
Admins can merge topics
Admins can search for topics, which will filter the topic list below with the results
Admins delete or rename topics by clicking on individual topic rows
Custom 404 Error Page Use a custom VisualForce 404 Error Page
Check this option to enable custom 404 error page
New Overview Page
New Community info, including new feature info, guides, help, and more.
Clearer call to action for Community Builder
Tips for increasing community engagement
Page OverridesAdmins can override default pages with VisualForce or Community Builder pages.
Override default page with a Visualforce or
Community builder page
New node with additional page overrides
New page override for forgot and reset password
User Lookup in Network MembersAdmin can add user lookup fields to Community CRTs report and get deeper insights
Access lookup field popup for NetworkMembers
Access parent objects (User, Role, Profile…)
Select field to add to the CRT
Custom RecommendationsEasy creation of actionable recommendation, created by the community manager
Community Manager creates the
recommendations
Preview the recommendation before
enabling it in the community
Customize in Community Builder Easy creation of actionable recommendation, created by the community manager
Community Manager can customize, place and
brand the recommendations in Community Builder
Custom RecommendationsShow recommendations to users across interfaces and let the navigate between them
Recommendations shown to users in the community
and let’s the user navigation through them
Recommendations are shown on responsive
mobile website
Community Builder
Publish a Community Built in Sandbox
The Publish feature is now enabled for communities that are built in sandbox
Community Templates
NOTE: Some of these capabilities are also available to customers using communities not built on templates.
All Templates: New Feed on Community Cases Case Feed can now be used on case detail page to provide complete view of case history
Using the publisher community users can create posts and
attach files to the case.
The chatter feed on cases is now available for the templates. This has all the inherent
functionality of chatter: inline image previews, bookmarking, likes, comments,
etc.
Customers only see feed items that are externally visible (‘All with Access’)
Emails and social posts (like tweets) now show as part of the history of the case.
All Templates: New Case List View
Configurable, easy to browse new list view for cases on the profile for Koa, Kokua, and Napili
Sort by any column by clicking on the header.
All Templates: File Attachments on Articles
File attachments now available for Knowledge articles.
Provide Customers with additional Content on Help Site
Koa & Kokua Templates: New Profile Page Improved Profile View, including abilities to upload profile photos and update contact information
Users can now upload their profile photo, contact information, and view their cases
Napili Template: New Knowledgeable People on Topic PageKnowledgeable People is now available in the Napili template and includes the Best Answer signal to indicate which users are knowledgeable about topics
Knowledgeable people on the topic page
Napili Template: New Privacy SettingsCommunity members can now update their privacy settings
New privacy setting enables users to hide or display their contact information to unauthenticated users in the community.
Community Reporting
Role-based external users can now create and edit reports in Communities
New perms on role-based external user profiles to grant
create/edit on reports
External users with create/edit permissions can create and save
reports in private folders they have access to or save the report to their
personal folder
External users can create, edit, and delete reports they own
External users can select different report types
External user can drag and drop object fields into the
report.
Create and Edit Reports Role-based external users can now create and edit reports in Communities
External user can create or update his reports in Report
Builder
External user can save or clone (“Save as”) reports
in their personal folder or in private shared folders
Partner user can mass-email and mass-assign his contacts and leads on a campaign
Partner user can own or edit a campaign
Partner user can add and remove members
Partner users can create/edit Campaigns and mass-email their contacts and leads
New License DashboardAdmins can track license usage in real-time
Track member-based licenses used vs
purchased across communities
Quick view into your current member-based
license usage
Monitor usage by license type
Quick view into your login-based licenses logins - tracked daily!
Monthly trend on logins usage makes it easy to
track overage
Additional Community Enhancements
Feed Enhancements: Edit Post/Comment
User with permission and Community
Managers can edit the posts and comments
Users and Community Managers are able to edit their posts and comments
Community Managers have the right to edit any post or comment in the Community and control perms on which users have access to edit.
CUSTOMER IDEA: Edit post was submitted by a customer via the Idea Exchange.
Records on GroupsBuild a relationship between Records and Groups within Communities
Pick the record type
Add existing record to the group
Select & add the record to the group
Related list of records in the group
On records, see related list of Groups that are visible within that community
Create approval workflow processes for external usersExternal user can see approval list on record
Track approval request status
Filter by partner or customer role-based users
Any role-based external user can be added to the
queue (customers, partners)
Enhanced Workflow Approval
{!any_object.Link} merge field renders a community link for external users
Merge field renders a community link if
recipient is an external user
Admin can select each option independently (e..g: apply assignment rule but do not show on Case)
Case and Lead Assignment Rules Can Now Be Turned On By Default
Community Enhancements**
Feature Release Type
Enabled for users
Enabled for Administrators
Requires Administrator
setup.
Contactsalesforce.com to enable this
feature.
Salesforce Edition
Community Case Feed GA P EE, UE, PxE, DE
Records in Groups for Communities
GA P GE, PE, EE, UE, PxE
Feed Editability GA P GE, PE, EE, UE, PxE, DE
Custom Recommendations GA
PEE, UE, PxE, DE
Community Enhancements **
Feature Release Type
Enabled for Users Enabled for
Administrators
Requires Administrator
setup.
Contactsalesforce.com to enable this
feature.
Salesforce Edition
Self-service Template Enhancements
GA P EE, UE, PxE, DE
Community Builder Enhancements
GA P GE, PE, EE, UE, PxE
Community Management Console
GA P GE, PE, EE, UE, PxE, DE
Sales Cloud Enhancements
What are the enhancements to Sales Cloud?
Salesforce Engage
Data.com Prospecting Insights
Partner reporting & management
Collaborative Forecasting
Salesforce App for Outlook
Additional Sales Cloud Enhancements
Sales Cloud Enhancements
Salesforce Engage
Salesforce Engage: Core Capabilities
Engage Alerts Engage Campaigns
Engage Reports Engage for Gmail
SalesforceEngage
Engage Alerts
Real-time feed of prospect actions
Configure which activities appear in
feed
Monitor prospect activity from a mobile
phone
Engage Campaigns
Launch 1:1 or 1:many campaigns
Use a marketing-supplied template or create a free-
text email
Engage ReportsEngage Reports
Interactive, graphical dashboards Track clicks, opens, and
overall click through rate
Filter to see only Template emails or only non-
template emails
View list of all emails sent through Salesforce Engage
and key data
Engage Reports
Interactive, graphical dashboards Track clicks, opens, and
overall click through rate
Filter to see only Template emails or only non-
template emails
View list of all emails sent through Sales Cloud Engage and key data
Engage for Gmail
Launch Engage Campaigns from within Gmail in one
click
All emails sent are logged in the prospect/lead account in
Pardot/Salesforce
Data.com Prospecting Insights
Prospecting Insights available on Account detail page
Prospecting Insights button is accessible for all Prospector
subscribers
Business and financial details help you understand a prospect’s business
Insights are generated for accounts imported from or cleaned by Data.com
Key business details provide an overview of the company and
location-specific data including square feet, ownership, etc.
Visual UI enables users to quickly assess how the company
is trending and review key indicators such as S&P and
Fortune ranking
Competitors and contacts help you understand the competitive landscape
Graphical display allows users to quickly see and
get contactsUp to top 8 competitors with a flag denoting primary
competitors
Industry Details
Call prep questions are crafted by industry experts to help guide
research and conversation topics
Trends and opportunities describe how events and
issues are affecting businesses in the industry
Industry details make it quick and easy to get up-to-speed on a
prospect’s industry
Users may choose from a list of related industry for more targeted
content
Partner Reporting & Management
Role-based external users can now create and edit reports in Communities
New perms on role-based external user profiles to grnat
create/edit on reports
External users with create/edit permissions can create and save
reports in private folders they have access to or save the report to their
personal folder
External users can create, edit, and delete reports they own
External users can select different report types
External user can drag and drop object fields into the
report.
Create and Edit Reports Role-based external users can now create and edit reports in Communities
External user can create or update his reports in Report
Builder
External user can save or clone (“Save as”) reports
in their personal folder or in private shared folders
Partner user can mass-email and mass-assign his contacts and leads on a campaign
Partner user can own or edit a campaign
Partner user can add and remove members
Partner users can create/edit Campaigns and mass-email their contacts and leads
Collaborative Forecasting
Cumulative Forecast Rollups Cumulative forecast category now displayed
Salesforce App for Outlook
Use the Salesforce App for Outlook to view Salesforce records related to an email
Automatically displays Salesforce records related to an email, including:- People, like Salesforce
Contacts, Leads, Person Accounts (if on), and Users
- Accounts- Opportunities- Cases
See related records, like accounts, opportunities, and cases.
One-click launch when users select an email.
Create a new contact if an email recipient doesn’t already exist in Salesforce.
Territory Management
Territory Management enhancements
Specify Opportunity Territory Assignment
APEX Class
Assigned Territory on Opportunity Record
Additional Territory Management enhancements
Use Chatter to Collaborate on Territory ModelsIf your organization uses Chatter, your team can now use it to collaborate on territory model development.
Buttons and Links Now Available for Territory Model and Territory PagesGive your team easy access to territory-related features, tools, and data within Salesforce by defining buttons and links and adding them to territory model and territory page layouts.
Integrate Territory ID information from External SystemsStore, search for, and report on territory IDs you maintain in external systems
Work.com
Improved badge detail Work.com Enhancements
Visual metric indicators
Coach against real metrics anywhere you go
Sales Cloud Enhancements
Feature Release Type
Enabled for Users
Enabled for Administrators
Requires Administrator
setup.
Contactsalesforce.com to enable this
feature.
Salesforce Edition
Salesforce Engage**
GA P GE, PE, EE, UE, PxE
Data.com Prospecting Insights**
GA P CME, GE, PE, EE, UE, PxE
Salesforce1 Lead Convert with Dupe Checking
GA P PE, EE, UE, PxE, DE
Cumulative Forecast Rollups
GA P PE, EE, UE, PxE, DE
Notes Open Beta P EE, UE, PxE
Feature Release Type
Enabled for Users
Enabled for Administrators
Requires Administrator
setup.
Contactsalesforce.com to
enable this feature.
Salesforce Edition
Opportunity Territory Assignment
GA P EE, UE, PxE, DE
Chatter Feed on Territory Model
GA P EE, UE, PxE, DE
External Id Type Custom Field on Territory Object
GA P EE, UE, PxE, DE
Buttons, Links, Actions on Territory Page
GA P EE, UE, PxE, DE
Enterprise Territory Management Enhancements
Feature Release Type
Enabled for Users
Enabled for Administrators
Requires Administrator
setup.
Contactsalesforce.com to enable this
feature.
Salesforce Edition
Recognition Platform Enhancement GA P PE, EE, UE,
PxE*, DE
Salesforce1 Performance GA P PE, EE, UE,
PxE*, DE
Coaching GA P PE, EE, UE, PxE*, DE
Enhanced Goals GA P PE, EE, UE, PxE*, DE
Work.com Enhancements**
Service Cloud Enhancements
What are the enhancements to the Service Cloud?
Omni-Channel
SOS
Live Agent
Case Feed in Communities
Knowledge
Social Customer Service
Service Cloud Enhancements
Omni-Channel
Omni-Channel lets contact centers send any type of work to their agents.
Contact centers can manage priorities, capacities, & availability so agents receive
work - rather than pulling it from queues.
Remove the ability for agents to arbitrarily pick-and-choose work and eliminate the need
for a manager to triage or dispatch work.
Work is pushed to the best, available agent in the Service Console in real time.
Introducing Omni-Channel for Service Cloud
Agent Presence
WorkloadMgmt
IntelligentRouting
Push & Screen
Pop
Omni-Channel for Operations
What service channels or sources of work does the org support?
What’s the relative priority of the work handled by the staff?
Which agents or staff can handle the work in each channel?
How much workload can the different agents handle across all the channels they support?
How much capacity do items from each service channel consume of the agent’s capacity?
Concurrent Capacity
Concurrent Capacity
Create Service Channels
Create Routing Configs (specify a routing priority and model) and associate to Service Channels
Create Queues, associate to Routing Configs, specify work type, and associate to Users/Public Groups
Create Presence Configs and specify Capacity
Create Presence Statuses and associate to Service Channels and Users/Profiles
Ser
vic
e Sal
es
Agent Presence and Push Manage availability and receive work in real-time
Presence: Set availability to receive work items and view incoming work requests. Status indicated in widget
for agent for ease of use.
Notify and Accept: Presence box flashes/rings, and displays request
type with options to accept and decline based on admin setup
Customize Info: Use the object’s compact layout to tailor textual info presented to agent
Agent Presence and Push (continued) Work screen popped into Console upon acceptance
Screen Pop: Associated entity popped in context to the agent
(in this example, the Lead)
DEFINITION: Work items have statuses for the routing and acceptance.Assigned - item routed to agent and in widget for acknowledgmentOpened - item accepted and opened in the ConsoleDeclined - item declined by agent
Omni-Channel for Administrators at a Glance
Pushed to agent
in console
Emailcomputer
WebusergroupCommunit
yshare
SocialchatChatvideoSOS
carDevic
e
Co
mm
un
ica
tio
nSalesforce
Objects
CR
EA
TE
AS
SIG
N T
O
QU
EU
E
Prioritize, Size, and Route
Example Queue 1 Routing Config
Priority
Size
= 1= 1
unit
Example Queue 2 Routing Config
Priority
Size
= 2= 50%
Routing Config
Priority
Size
= 3= 2
units
SOS
Available & Has
Capacity?
Salesforce
3rd Party
Assign to Queue
- Workflow- Assign Rules- APEX/VF- Manually
nth … 2nd 1st
nth … 2nd 1st
Wor
k Ite
m fo
r O
bjec
t Add
ed to
Q
ueue
Accept?
No, back
to queue
- Agent Work record opened - Screen popped in agent’s workspace
textmobile
SMSphone
Voice
Setup- Associate a Routing Configuration to the queue- Assign objects and agents to queue
Work Item SizeEach pie is an agent’s capacity
Size
50%
Size1 unit
Size2 unit
s
Items are ordered for routing first by the priority of the queue, then by the age of the item (oldest items are routed first). Omni–Channel routes items to available, capable agents with capacity.
Agent Setup- Assign to queue(s)- Assign to Presence Configuration- Assign to Presence Status(es)
Setup- Create a Service Channel for each object- Create Presence Status so agents can be “available” for the channel
Case
Lead
Custom
Example Queue 3
nth … 2nd 1st
SOS
Native integration inside Service Cloud - With SOS, companies can now deliver immediate, personalized and contextual mobile support on the devices their customers use everyday!
SOS Widget
SOS Session Object Tab
SOS Widget (resizes dynamically)
Agent Toolbar
Agent Console Experience
Presence status set to ‘Online’ Allows agents to accept SOS Sessions
Custom Data to help to give context to Agent
Agent can ‘Accept’ to launch SOS session
Use Omni-Channel routing to ‘PUSH’ SOS sessions to agents
Omni Channel Widget is added
to Console
SOS Session Benefit from a collaborative and shared service experience
Radial UI Movable ‘Hot Corners’ Video Container
Multi-Monitor Support
Show/Hide SOS button based on
Agent availability
Two-Way Camera
Two-way Video UI
Forward Facing
Camera
Enable Backwards
Facing Camera
Flickable Video Container
Hot Corners for Video
Container
Enable Forward Facing Camera
Shared Service Experience with Agent Transform Business With Video
Live Agent
Chat Conference Two heads (or 3 or 4) are better than one
Bring in additional expertise while chatting
Enable feature through Live Agent Configuration
Conference request to a specific agent or skill
Customers are informed when other agents have joined the conference
Conferenced-in agents receive chat conference notification in Console
Conference notification includes transcript preview to provide background
Records attached to chat are screen popped when agent accepts conference request
Conference owner (oldest agent in chat) controls attaching records to chat
Chat Conference (continued) Two heads (or 3 or 4) are better than one
Conference in other staff while chatting
with customers
Agent notified of conference request and
receives transcript preview.
Transfer Workspace on Chat Transfer & Conference Provide context and streamline ramp-up for the “next” agent
When an agent accepts a chat transfer or conference request, the attached records are now automatically opened in the receiving agent's Console
When an agent initiates a transfer or conference request, Live Agent checks:
• For unsaved information in any of the attached records (to ensure all info is up-to-date before another agent is involved)
• Whether there are records in sub-tabs open but not attached (to ensure that the agent didn’t forget to attach record(s)
• Agents are prompted in both cases
Agents only receive and have records popped to which they have access (consistent with Salesforce object and record-level sharing)
Block Unwanted Visitors Rule-based IP blocking of unwanted chat visitors
Administrators can implement blocking on an IP address and range
Agents can block customers with whom they’re engaged in active chats
Block rules evaluated when a customer requests a chat
Customers receive message indicating they’ve been blocked
Message can be customized on custom chat windows
Chat Transcript and Transcript Event
Chat transcript generated for request, new status for “Blocked”
New transcript event for the block
New “Cancel Chat” button added to standard chat window for customers to cancel while they’re waiting to reach an agent
Previously customers could only cancel using the browser
• Some browsers offer limited events to detect when and if the customer has closed the window
• Led to chats remaining in queue for additional time and an inability to track abandoned chats
New Live Agent Visual Force Component, <liveAgent:clientChatCancelButton>, available for custom chat windows
Chat transcript event for “Visitor Left” and “Cancelled by Visitor”; chat transcript “Abandoned After” records time.
New button for customers to cancel requestCancel Pending Chat Request
liveAgent:clientChatCancelButton
Agent Console UI Refresh Modernized look-and-feel and enhanced consistency with overall Agent Console
Chat Toolbar: icon style updated for consistency
and reordered
Chat Messages: new layout better distinguishes
different actors and modernizes the feel
Tab Notifications: notification style made
consistent with Console
Chat Notifications: new icons for transfer and conference request
Case Feed in Communities
Case Feed in Community Templates
Using the publisher community users can create posts and
attach files to the case.
Attachments show all attachments on the case (incl. chatter files) the community user has
access to.
The chatter feed on cases is now available for the templates. This has all the inherent
functionality of chatter: inline image previews, bookmarking, likes, comments,
etc.
• The case feed component and publisher can be added to all three templates - Koa, Kokua, and Napili
Case Feed in Community Templates (Cont.)
A community user will only see feed items that are marked to be externally
visible (‘All with Access’)
Add comments and at mentions from the community on case
feed items.
NOTE: These capabilities are also available to customers using custom visualforce or tabbed communities for service as well - they are not specific to the templates.
Email and Social Posts on the Case
Emails sent to the contact on the case or from the contact on the case are automatically visible in the community, others are not.
• Emails and the associated feed items can now be made visible to community users in the case feed
All social posts related to the case will be visible in the case
feed of the community.
Agent Case Feed
Using Community publisher agents can now create chatter posts on the customer case.
Agents can quickly toggle whether a given post is visible in the community
using a new action to ‘Make Public/Private’
(Supported for File, Text, and Link posts)
Feed items which are visible in the community are now visually
distinguishable with an orange background color and an icon.
• To support communication with customers in the community via the feed there are a number of new features available in the agent compact case feed in the console
NOTE: These capabilities are also available to customers using custom visualforce or tabbed communities for service as well - they are not specific to the templates.
Bulk Macros
Bulk Macros
When multiple Cases are similar, solving them one by one, even using Macros is not very efficient. With the Summer‘15 release, Agents can now Apply a Macro to multiple records at once from a list view. A common use case is to send an Email update to multiple customers at once, creating follow up task, or even qualifying Cases in bulk (Priority, Status…)
Apply a Macro to multiple record at once!
What defines a Bulk Macro versus a regular Macro?
Actions are not Submitted.
Cannot be applied in bulk
Can be applied in Bulk or on a single Record
Can only be applied on a single record. It contains some
instructions which are not supported yet (Social,
Community and Knowledge)
Bulk Macros Check the results directly from the list view
Green = successful Red = Error (you can hover the icon to get more detail)
Knowledge
Attach to case from Article Detail page (in Console)
When in Console, there will only be an
“Attach to case” button. “Attach and return to case” is not needed since you can just go to the case tab
in Console.
When in Console, after you have clicked the “Attach to
case” button, it will become a “Detach from case” button.
Attach to case from Article Detail page (not in Console)
When searching for an article from a case (not in Console), a user can
choose to “Attach to case” and stay on the Article detail page if not done yet or “Attach and Return to case”.
After the user has clicked the “Attach to case” button, it will become a “Detach from case”
button.
If the user wants to link multiple articles from the list, they can get back to the list using the “Back to
Knowledge Search” link.
Convert Ratings to Thumbs up/down (Beta in Aloha only)
Total votes for thumbs up and thumbs down
shows on articles.
Convert Ratings to Thumbs up/down (Beta in Aloha only)
When on the Article Detail page, a user can vote. If user votes thumbs up, it shows up green. If user votes thumbs down, it
shows up red.
Link to Article in Social Publisher in Case Feed
When the Social Publisher is in focus, if you choose to Share Article Link from a
public Knowledge Article, the link will be posted to the
Social Publisher
Social Customer Service
Basic Business RulesPoint-and-click configuration for basic logic behaviors for Social Customer Service
Admin can select options for behavior of inbound
data for SCS
Basic business rules only available if Default Apex is
selected
Improvements to Agent Twitter Direct Message ExperienceImproved status information and contextual errors to assist agents to DM efficiently
Removed Can’t direct message label
Contextual feedback errors with refresh action
if appropriate
In Reply To field, if on Quick Action layout, shows following relationship between currently
selected Managed Social Account and the customer
Twitter handle
Starter Pack Case ModerationStarter Pack Customers Can Decide Manually Which Posts Become Cases
Admins can decide whether they want cases automatically
when posts come from a particular social account
Additional Social Post FieldsImproved status information and contextual errors to assist agents to DM efficiently
Additional social post fields become available for routing; note some fields require setup in
Social/Radian6 product
Feature Release Type
Enabled for Users
Enabled for Administrator
s
Requires Administrator
setup.
Contactsalesforce.com to enable this
feature.
Salesforce Edition
Bulk Macros GA P P EE, UE, PxE
Community Case Feed GA P EE, UE, PxE,
DE
Service Cloud Enhancements
Omni Channel Enhancements**
Feature Release Type
Enabled for Users
Enabled for Administrators
Requires Administrator
setup
Contactsalesforce.com to
enable this feature.
Salesforce Edition
Agent Functionality in the Service Console
GA P P EE, PxE, UE, DE
Omni-Channel Setup GA P EE, PxE, UE, DE
APIs (SOAP & Console integration kit)
Limited Beta P P EE, PxE, UE, DE
SOS Enhancements**
Feature Release Type
Enabled for Users
Enabled for Administrators
Requires Administrator
setup.
Contactsalesforce.com to
enable this feature.
Salesforce Edition
SOS SDK (ios) GA P EE, UE, PxE, DE
SOS SDK (Android) Open Pilot P EE, UE, PxE, DE
Session Recording GA P EE, UE, PxE, DE
Two-way video Open Pilot P EE, UE, PxE, DE
Agent Availability API GA P EE, UE, PxE, DE
Omni Channel Routing Open Beta P EE, UE, PxE, DE
Live Agent Enhancements**
Feature Release Type
Enabled for Users
Enabled for Administrators
Requires Administrator
setup.
Contactsalesforce.com to enable this feature.
Salesforce Edition
Chat Conference GA P EE, UE, PxE, DE
Transfer Workspace GA P EE, UE, PxE, DE
Block unwanted visitors
GA P EE, UE, PxE, DE
Agent Console UI Refresh GA P EE, UE, PxE, DE
Auto-away on Push Timeout GA P EE, UE, PxE, DE
Cancel Pending Chat GA P EE, UE, PxE, DE
Knowledge Enhancements**
Feature Release Type
Enabled for users
Enabled for Administrators
Requires Administrator
setup.
Contactsalesforce.com to
enable this feature.
Salesforce Edition
Attach to Case from Article Detail GA P P PE, EE, UE, PxE, DE
Rating Thumbs Up and Down Beta P P PE, EE, UE, PxE, DE
Article File Field in Salesforce1 and Community
GA P P PE, EE, UE, PxE, DE
Article Link in Social Publisher GA P PE, EE, UE, PxE, DE
Social Customer Service Enhancements **
Feature Release Type
Enabled for Users
Enabled for Administrators
Requires Administrator
setup
Contactsalesforce.com to
enable this feature.
Salesforce Edition
Basic Business Rule GA P EE, UE, PxE
Improved Twitter Direct Message Following Status
GA P EE, UE, PxE
Starter Pack Case Moderation
GA P EE, UE, PxE
Additional Social Post Fields GA P EE, UE, PxE
Social Customer Service Enhancements** (continued)
Feature Release Type
Enabled for Users
Enabled for Administrators
Requires Administrator
setup.
Contactsalesforce.com to enable this
feature.
Salesforce Edition
Delete Outbound Posts : Google+ & Sina Weibo
Open Pilot P P EE, UE, PxE
Admins can clear inbound post errors
GA P EE, UE, PxE
Inbound Processing improvements
GA P EE, UE, PxE
Chatter Enhancements
Chatter Feed Enhancements
Salesforce files Enhancements
Group Enhancements
Additional Chatter Enhancements
What are the Enhancements to Salesforce Chatter?
Chatter Enhancements
Chatter Feed Enhancements
Edit Feed Posts/CommentsEasy Edit and Save:
User and community manager can edit the posts and comments
Updated Timestamp:The new timestamp will
replace the old timestamp.
Salesforce Files Enhancements
Seamlessly Connect, Sync and Share Files with Any User in the Flow of BusinessSalesforce Files: Summer ‘15 Themes
Sync Files Across Devices
Connect Any File Source
Share FilesIn Communities
Experience Unified Files & Folders
Sync Certified ContentTo Your Desktop
Publish File To Content Library
Select From Salesforce in Self-Service Communities
Connect With Google Drive
Access to Google Drive from the S1 hybrid app and the Desktop UI.Files Connect for Google Drive
Files Connect in the S1 hybrid app
Access to the unified recent list of Files from the Files App in stage left
Files Connect in the S1 hybrid app: Key Capabilities
Post an external file
Search in any specific external data sourceFiles Connect scoped search
Sync Content Files:
Content Files can be Synced down;
“Product Designs” is a File in “Design Assets” Library that can be Synced
Sync to Specific Folder:
Choose a Folder to Sync from web; “Marketing” in this case File is Synced to the
Marketing folder below
Sync to Specific Folder: (Continued)Files can be synced from multiple locations.
FeedFile Lists
File Detail Page
Chatter Group Enhancements
Supercharge your group by pinning even more
important content in the Information section
Group managers can now drive group members to discover critical content with links to objects inside of Salesforce, valuable online resources and general information.
Group Enhancements
Previous releasesIn Summer ‘15
Group Enhancements In-app notifications on Salesforce1 for posts in Groups
Notification:Notify users the
new updates in the group
Settings:You will see these new
notifications only on groups where you set
Email me … → Every Post. This change must be done
within the full Salesforce site.
Salesforce1 Feed Enhancements
Stencil (Placeholder):Reduces the perceived
delay when feed is loading
New Posts Button:Notification alerts for new feed posts
appears in S1
Other Chatter group enhancements
Manage Which Custom Object Records Can Be Added to Groups
Starting with Summer ’15, you can choose which custom object records users can add to groups. Previously, all custom object records were allowed. This feature gives you more control over the type and number of custom object records that users can add to groups going forward.
Unlisted Groups Allow Non-Unique Names
For increased privacy and security, you no longer need to use unique names for unlisted groups. Public and private groups must continue to use unique names.
Group Email Enhancements
Email notifications from groups have been upgraded to use FreeMarker Template Language with some formatting improvements.
Additional Chatter Enhancements
Posts gathered by their Parent Group.
Highlights when you are @mentioned for
visibility
Header includes Group Picture for branding
identity
To Me: Posts on your wall and where you are mentioned come first!
Mobile: Layout is optimized for mobile
Extra context is added for objects: Fields are controlled by Compact
Layout
Unified User Digest Email – quickly identify posts that are important to you
Unified User Digest (continued)
“What I Follow” section contains content from
Records and Users you follow
Posts are grouped by “parent” and presented in order most recently
viewed.
Emails carry your custom branding!
Include a custom footer, logo, and “from” email
address.
Rich Content Preview
Content Preview:
Shows the content of the link in
feed
Embed.ly addition allows users to see content preview of ESPN, CNN, Amazon, Facebook and Etsy
Reporting on Record Feeds
Create reports on any object feed. Measure Chatter
activity on records
The Chatter package comes with a sample ‘Account Activity’
dashboard, CRTs and Reports
Chatter Enhancements
Feature Release Type
Enabled for Users
Enabled for Administrators
Requires Administrator
setup
Contactsalesforce.com to enable this
feature
Salesforce Edition
Feed Editability GA P P GE, PE, EE, PxE,
Feed Enhancements in Salesforce1
GA P GE, PE, EE, PxE, UE, DE
Unified User DigestLimited
Beta P P GE, PE, EE, PxE, UE, DE
Reporting on record feeds GA P GE, PE, EE,
PxE, UE, DE
Salesforce Files Enhancements
Feature Release Type
Enabled for Users
Enabled for Administrators
Requires Administrator
setup
Contactsalesforce.com to enable this
feature.
Salesforce Edition
Files Connect in the Salesforce1 hybrid app
GA P P EE, UE, PxE, DE
Files Connect for Google Drive
GA P P EE, UE, PxE, DE
Files Connect Scoped Search GA
P PEE, UE, PxE, DE
Salesforce Files Enhancements (continued)
Feature Release Type
Enabled for users
Enabled for Administrators
Requires Administrator
setup.
Contactsalesforce.com to enable this
feature.
Salesforce Edition
Managed Version Beta P EE, UE, PxE, DE
Sync File to Specific Folder
GA P P EE, UE, PxE, DE
Sync Content Files GA P EE, UE, PxE, DE
Support 10K files GA P EE, UE, PxE, DE
Salesforce1 PlatformCustomization Enhancements
What are the Salesforce1 Platform Customization Enhancements?
Lightning Connect Salesforce Connector Apex Connector Framework
Platform Encryption Security and Identity Enhancements General Updates
Customization Enhancements
Lightning Connect
Lightning Connect Salesforce Connector Access Data Across Multiple Salesforce Organizations
Choose to link to a production, sandbox,
or pre-release org
Choose to connect to publisher org as a
named user, or have each user in the org
provide a unique user
Built on the Lightning Connect framework, the Salesforce
Connecter makes linking multiple orgs together a breeze
Choose to connect with un/pw or through OAuth
2.0
Lightning Connect Enhancements
Lightning Connect Salesforce Connector (continued)
Select any objects to sync that the
connection user has access to
Select object with a simple declarative wizard
Single button sync and creation of the External
Object(s)
Synced External Object can be accessed as any
other custom object
Lightning Connect Salesforce Connector (continued)
Link external objects to standard or custom
objects in the subscriber org
External objects appear as any other object in the
org
Synced External Object can be accessed as any
other custom object
The data that you expose from Apex can come from anywhere.
Retrieve the data for your records via Apex callouts, Web service callouts, SOQL, and SOSL.
Generate the records programmatically, for example, by using a random number generator.
Expose data generated or obtained by Apex code as Salesforce External ObjectsLightning Connect Apex Connector
Platform Encryption
Encrypt Data At Rest with Platform Encryption (GA)
Encryption Services
Standards based encryption built natively into the Salesforce Platform
AES encryption using 256bit keys
Layers seamlessly with other Salesforce security features
Key Management
Customer driven key lifecycle management
Uses secure derived keys that are never persisted in Salesforce
Hardware Security Module based key management infrastructure
FIPS 140-2 compliant
Policy Management
Customer control over policy configuration
Select fields, files, and attachments to be encrypted
Encryption controlled with metadata to take complexity out of deployments
Platform Integration
Preserve important Salesforce functionality like search
Built-in capabilities to iteratively add additional feature support
Features and Functionality Overview
Standard Field Encryption and Search
Standard Field Encryption• Account Name
• Contact First/Last Name
• Phone
• Home/Other Phone
• Mobile
• Fax
• Mailing Street & City
Search Fields and Files
Turn encryption on standard fields, declaratively or via the MDAPI
Custom Field Encryption
Custom Field Types• Phone
• Short Text
• Long Text Area
• URL
Enable with Metadata
Encrypt Existing Fields
Turn encryption on custom field types, declaratively or via the MDAPI
While data is strongly encrypted at rest, field length is not affected
Chatter Files and Attachments Encryption
Encrypt Content of Chatter Files
Preview Encrypted Files
File Content Search
Encrypt Attachments
Files and Attachments can be encrypted while at rest in just one-click
Encrypted at Rest
Security and Identity Enhancements
Continuous IP Restriction Enforce all requests originate from the same IP for each user
Org level setting that allows admins to enforce the IP restriction check on every access, not just during login.
Disabled by default.
Security and Identity Enhancements
Custom Logout URL Specify a custom Logout URL for Users without requiring SSO
Direct users to a specific logout destination that maintains your own branding experience afterthey log out of Salesforce. Or, send them to a specific authentication provider’s page.
Track Additional Fields in Login Events Geographic Location and Authentication Service Type Added to Login Events
Approximate geographic location of the IP address of a user’s login. More fields can be shown in a custom view, such as Postal Code and Lat/Long.
Geolocation info is also available in Session Management and the new LoginGeo object.
• AuthenticationServiceId indicates the authentication service for a login event. Use it to create reports that identify the SAML or authentication provider configuration with which a user logged in.
• LoginGeoId indicates the geographic location of the user’s IP address for a successful or unsuccessful login event.
Export Control System Wide IP Range Restrictions to comply with Federal Law
STOP: Important Information for Customers
In June 2015, we will turn on Export Control to block IPs from embargoed countries from accessing the Salesforce service. The purpose is to ensure compliance with U.S. law related to embargoed territories. If your customer attempts to access Salesforce from one of these restricted IP ranges, they will receive the error below and can’t log in.
A user accessing Salesforce with an IP located in an embargoed country will be blocked and get this error message with a link to http://trust.salesforce.com/trust/blocked
Create SAML Settings from a File or URL Streamline SAML Setup by importing configuration from a File or URL
Configure single sign-on by importing the settings from an XML file or public URL containing SAML 2.0 metadata.
SAML IdP Metadata Discovery EndpointShare the SAML configuration metadata for your Salesforce or Community identity provider with service providers via public URLs.
Available on the Identity Provider page and Manage Apps > Connected Apps detail (for SAML)
Example of the metadata XML content retrieved from the endpoint
Custom Auth. Provider Endpoints
You can edit the authorization, token and user info endpoints and customize the Oauth flows.
Admins that want to use custom endpoints must create an external third-party application and update the consumer key and secret in the Auth. Provider configuration.
User Provisioning for Connected Apps Automatically Manage user accounts on services to connected apps, based on changes to user accounts in your Salesforce organization or Active Directory
User Provisioning for Connected Apps (Continued)Manage User Accounts allowed to use each Connected App
List of user accounts in Google Apps
Connected App User Provisioning ReportsNew Custom Report Type to Audit User Provisioning
Salesforce1 Platform Customization Enhancements
Feature Release Type
Enabled for Users
Enabled for Administrators
Requires Administrator
setup
Contactsalesforce.com to enable this
feature.
Salesforce Edition
Lightning Connect – Salesforce Connector Framework**
GA P EE, UE, PxE, DE
Lightning Connect – Apex Connector Framework**
GA P EE, UE, PxE, DE
Platform Encryption** GA P EE, UE, PxE, DE,
Security and Identity Enhancements GA P EE, UE, PxE, DE,
User Provisioning GA P EE, UE, PxE, DE,
Salesforce1 PlatformDevelopment Enhancements
Enterprise API
Custom Metadata Types
General Updates
What are the Development Enhancements?
Development Enhancements
Enterprise API
TreeSave API Create groups of related records in a single REST API call
New REST resource for POSTing a tree of
records
Results from all records created identified by their
user defined reference
Nested JSON format for defining your
Sobject tree
Parent and Child records created in a single call
Batching API Submit multiple unrelated API requests in a single REST API call
New REST resource for POSTing a batch
of requests
Simple JSON format for defining your
batch request
Results from all requests are returned
as individual items
Custom Metadata Types
Custom Metadata Types: the Force.com app configuration engine
Id A B C D E F G
rec rec rec rec rec rec rec rec
rec rec rec rec rec rec rec rec
rec rec rec rec rec rec rec rec
rec rec rec rec rec rec rec rec
rec rec rec rec rec rec rec rec• Package and deploy header/definition• Records stay behind • Package and deploy the definition AND the
records
Custom Object and Custom Settings Custom Metadata Types
Custom Metadata Types can eliminate the 25% overhead needed to maintain and update tools that manage and deploy Custom Setting and Custom Object records
Id A B C D E F G
rec rec rec rec rec rec rec rec
rec rec rec rec rec rec rec rec
rec rec rec rec rec rec rec rec
rec rec rec rec rec rec rec rec
rec rec rec rec rec rec rec rec
Package & deploydefinition only
Package & deployit all ☺
Records are left behind ☹
General Updates
End of Support for JavaScript, iFrames, CSS, and Other Advanced Markup in HTML Area Home Page Components
• Existing components may be impacted
Login Access Policy Changed
• Administrators with “Modify All Data” permission and delegated administrators with “View Setup and Configuration” permission can log in as any user without asking end users to grant access.
Create Lookup Filters for Distance
• You can now create lookup filters with distance criteria for location and address data types with the Metadata API. To improve user productivity and data quality, use lookup filters to restrict the valid values and lookup dialog results for lookup, master-detail, and hierarchical relationship fields.
Improved Sandbox Copy Engine for Full Sandboxes (Generally Available)
Run Local Namespace Tests in a Sandbox Deployment
General Updates
Salesforce1 Platform Development Enhancements
Feature Release Type
Enabled for Users
Enabled for Administrators
Requires Administrator
setup
Contactsalesforce.com to enable this
feature.
Salesforce Edition
Data Loader for Mac GA P EE, UE, PxE, DE, PE (with API)
Treesave API Open Pilot P P
EE, UE, PxE, DE, PE (with API)
Batching API GA PEE, UE, PxE, DE,
PE (with API)
Custom Metadata types GA EE, UE, PxE, DE
Thank you