In this article, we discuss about some major Salesforce Spring’23 release features.
- Account Discovery
- Provides account Health Details to see which of your accounts has potential for upside growth and which need attention.
- Applicable to Performance and Unlimited editions with Pipeline Inspection, Enterprise edition with Revenue Intelligence user permission set.
- To use Account Discovery, assign Revenue Intelligence User Permission Sets.
- To enable in dashboards and analytics, enable CRM Analytics. you must have Customer Insights version 1.5 or higher to use Account Discovery.
- To schedule the Account Discovery recipe in crm analytics, go to Data Manager-Recipes-Account Recovery recipe-Select Schedule- Select an event-based or time-based schedule. Salesforce recommends that you schedule the Account Discovery recipe to run on a regular cadence that is scheduled within 24 hours of your Customer Insights recipes.
- Save your settings.
2. WhatsApp Business Messaging: Direct Integration
- Salesforce and Whatsapp announced a strategic partnership to transform customer engagement to a new level.
- Salesforce will now offer WhatsApp-first business messaging to customers as a new way to sell, market, and support right from a conversation to increase customer engagement, accelerate sales, and drive better customer support outcomes
- Enable companies to easily customize their experience to connect with their customers in a fast, simple and personal way to answer questions, provide support, promote and sell products.
- For example, customers may receive order updates as a whatsapp message and the message may include a 25 % discount on a related product. The customer can confirm the new order via a button press.
- Leverage AI insights form Salesforce and other source to deliver personalized promotions and recommendations.
- Use customizable message templates with product videos and images to showcase products and services with interactive messages which enables users to respond with a single tap.
3. Salesforce Contact Center: Insights & Scheduling
- Einstein insights and scheduling makes the contact center smarter and more efficient.
- If we take the context of service cloud, by adding Einstein conversation insights to Salesforce contact center, contact center leaders can use Einstein AI to analyze customer interactions.
- Service managers can spot conversation trends in real time like when customers mention pricing or escalations.
- Gives increased visibility to calls so that they can dig into talks and listen to key parts of the conversation based on keywords.
- To handle calls by the right agents, shift scheduling can be set up. This is done by creating scheduling rules in the Setup. The scheduling rules will decide who should be the matching agent based on factors like availability, location or skills.
4. Service Process Automation
- Available with financial services cloud.
- Financial services firms can now easily deploy automated processes for common service requests. In addition, they can quickly build a process with low-/no-code tools or select a pre-built process template, and make API calls to third-party systems.
- Create and deploy automated service processes to handle customer service requests.
- Set up service process in the service process studio where the admin can capture customer data attributes. If needed, the core banking can be integrated with process. Once the process is set up, the admin can publish it to the action launcher. The customer service rep can access the process from the action launcher.
Above listed are a few among the major Salesforce Spring’23 release features. For knowing more, please click Salesforce Spring ’23 Release Notes
Take Five Consulting is a technology company, based in Virginia U.S., that specializes in the Mortgage Banking vertical especially LOS implementation and application development. Take Five Consulting creates and implement mortgage technology and software specifically for Mortgage Industry.
