The force.com platform is continuously evolving and improving to deliver optimal performance for its end users. The following article encompasses an overview of the new digital innovations and enhancements users can expect in the upcoming Winter ’22 product release. These innovations are targeted to heighten performance in critical business areas such as:
As always, our team is more than willing to assist, consult and guide you. If you have any questions, simply reach out to the Big Bang Team.
Sales
One of the objectives of the winter ’22 release was to elevate user sales in order to drive growth. Many enhancements were created to support this goal. An example of such is the new and improved Pipeline Inspection enhancement.
Pipeline Inspection Enhancement
The power of AI has been integrated within the new Einstein Deal Insights, allowing users to view which opportunities are least likely to close within the month by providing increased filtering functionality.
Filter insights based on opportunity stages and consequently create dashboard views based on said data
Services
Salesforce understands the dependencies that exist between proactive customer service and business success. This comprehension has led to the creation of the Customer Service Incident Management enhancement.
The Customer Service Incident Management
This enhancement allows service teams to be hyper-responsive and efficient. It grants users the ability to analyze the cause, streamline agent operations, and minimize downtime. Additionally, the newly added change management features contribute to the end of repeat incident offenses by implementing meaningful changes that are tailored to the specific incident and its resolution.
3 new objects bundled in this enhancement include:
- Incident
- Problem
- Change request
All new Service Cloud orgs can access Incident Management right out of the box. To turn it on for existing orgs, find Incident Management in the Setup search bar and turn the feature toggle on
Example of Visualization of the Incident Object: List view
Incident Object: Details: Prebuilt fields that incident managers can edit
Marketing
Salesforce CDP Enhancements were created in order to boost user analytics to power a 1-1 marketing experience.
Salesforce CDP Enhancements
The Salesforce CDP Enhancement delivers new levels of personalization and engagement by allowing users to ingest and unify data, resolve identity, create a single source of truth, segment, understand and activate profiles all while managing consent. Additionally, the Salesforce CDP now integrates with Interaction Studio, Tableau and Dataorama.
Data Stream tab where data can be connected from respective data sources (interaction studio)
Data mapping from a data stream to the cloud integration model
Commerce
Salesforce invests in its end users by offering enhancements that allow them to grow faster and create deeper customer relationships. The Salesforce CDP for B2C Commerce is one example of the many enhancements that contribute to Salesforce end-user success.
Salesforce CDP for B2C Commerce
This enhancement gives companies a complete unified view of first-party customer data across every touchpoint. Not only does this result in a true single source of truth, but it also provides the ability to use commerce data in cross-channel marketing.
Create a data stream to pull data from digital storefronts – all point and click, no coding necessary
Automatically mapped commerce data found in Salesforce canonical model
Financial services
New financial enhancements such as the Digital Process Automation for Financial Services have enabled automated, connected end-to-end work coordination, whereas the Record Association Builder has broken information barriers by associating data across standard and customer Salesforce objects. Lastly, the Tableau CRM for Financial Services: Insurance Dashboards contributes to efficient team management by creating prebuilt analytics that includes actionable insights and streamlines producer and claims adjuster activity.
Customer 360 record that agent is instantly routed to when the corresponding client is calling
Record Association Builder; List view of custom-created association rules
Example of a claims adjuster Analytics dashboard, accessible in the Analytics section
Loyalty management
The new Points Escrow Account feature assists in managing and developing the user’s customer loyalty.
Points Escrow Account
As a defense against point liability fraud, Salesforce has created the Points Escrow Account enhancement. This allows members’ points to be stored and accrued in an account (point escrow account) for the duration of the purchase return period.
Example of where to navigate to update the Escrow period for the Program to match your given return policy
Data processing engine; accesses and calculates the available points for redemption after Escrow period is over.
Experience
Salesforce CMS Enhancements are offered in the new release to create actionable and personalized customer experiences.
Salesforce CMS Enhancements
This enhancement allows users to benefit from the continuity of operating in the CMS app. It eradicates the need to toggle between the experience builder and salesforce CMS by presenting an in-line content preview feature.
Preview Draft functionality
Preview mode: able to preview how the content will look on different sites or channels
Analytics
Salesforce wants to help its users make better and more informed decisions by enabling them to leverage data patterns. The SQL Querying for Tableau CRM enhancement makes this possible.
SQL Querying for Tableau CRM
Salesforce presents… the SQL you know, in the CRM you love. Customers can now query their tableau CRM. This combines the reliable performance users have become accustomed to in the CRM with the addition of the SQL functionality.
Account metrics report: a widget that leverages the created account metric object
Pushed data from Salesforce has landed in Tableau
Salesforce Winter ’22 Release Next Steps
When will these features take effect? Some features in the Winter ’22 release apply to all users and immediately took effect when the release went live. Other features require direct action by an administrator before users can benefit from the new functionality. Talk to your administrator – and we’ll help you out.
For the detailed release notes: Salesforce Winter ’22 Release Notes.
You can also learn more with additional resources for the Salesforce Winter ’22 Release:
- Visit salesforce.com/releases
- Watch demo videos on the Salesforce Releases YouTube playlist
- Take the Release Highlights Trail in Trailhead
