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Salesforce Spring 22 Features – Lightning Sales Cloud, Einstein Sales Cloud, and General Enhancements

Spring 22
1. Salesforce Spring 22 Features – Lightning Sales Cloud, Einstein Sales Cloud, and General Enhancements
2. Salesforce Spring 22 Features – Service Cloud, Service Cloud Voice and Service Cloud Einstein
3. Salesforce Spring 22 Features – Experience Cloud
Salesforce Spring 22 Release
Salesforce Spring 22 Release

Happy New Year everyone! I hope everyone managed to still see some of their family and friends over the holidays but obviously this was a tough one. Hopefully, everyone is as safe and healthy as possible. I’m looking forward to an exciting 2022 with the hope that some of this will start to improve – but man, 2021 really handed 2022 a raw deal to start with out of the gate (had a more inappropriate sandwich reference here, but I’ll keep it clean for those Salesforce kids out there).

Despite all of that, Salesforce keeps charging ahead and we have an exciting new release coming for Spring 22! It shouldn’t be a surprise, but the Spring 22 release is a monster with tons of new features across all of the various clouds and products. With the holidays, we’re getting a little bit of a late start on the release write-ups – but I wound up being a little busier than I usually am during that holiday week. A little bit of travel to the family and then my college freshman son was home from college so spent a bunch of time with the family. We’ll catch up, but a couple of these might happen right as Spring 22 is rolling out.

This is what we’re thinking for the Spring 22 blogs (subject to change):

    • Part 1a (this post!) – Sales Cloud, Platform, High Velocity Sales, and Einstein for Sales
    • Part 2 – Service Cloud, Service Cloud Einstein and Surveys
    • Part 1b – Manufacturing Cloud & Rebates Management
    • Part 2b – Field Service
    • Part 3 – Communities / Experience Cloud, Salesforce CMS. Chatter, Salesforce Anywhere (Quip), and Files
    • Part 4 – Rotating Topic 1: Workforce Engagement (I’ve been trying to dig into this for a few months now and this time will get it done.)

That’s a lot of posts, and we’ll see if we can maybe slip another in as there’s a lot going on. Let’s get right to it. As always, the order below is somewhat random, mostly based on what I think is most interesting first. I’ve got a cool old-school electronic mix going on that I found on Spotify – nice and upbeat so perfect for this. Here we go.

  • MFA Requirements Coming 2/1! – This isn’t really a Spring 22 new feature, but the timing is hitting at the same time. We wrote about this the last two release write-ups and even did a post dedicated to our recommendations around MFA – so we’ve had this covered. Hopefully, you’re already all over this, but if you’re an admin reading this thinking “what is Harry talking about?” definitely pay attention and get on this. Effective 2/1 all Salesforce customers are contractually obligated to use MFA for their internal (non-Experience Cloud) logins to Salesforce. This includes all Salesforce products – Salesforce, MuleSoft, Tableau, Slack, Marketing Cloud, Commerce Cloud, etc. Clearly, the reason for this is to improve your security. With the number of hacks happening now – 2021 was an insane year for corporate security hacks – MFA is essentially a must-have to prevent hacks into your systems via your users’ logins. Without a doubt, it’s an annoying extra step for users – but at this point, everyone is used to it. If you need MFA to log into your Peloton app, you should have it for your Salesforce logins too. There are a bunch of considerations to turning this on, especially if you use SSO, so you’ll want to read up on it. Our post has our recommendations, but Salesforce also has a thorough FAQ document about it as well. Also, it does look like this is a contractual restriction vs. a technical one. Contractual restrictions are still important – you do not want to be out of compliance with your Salesforce agreement – but it does look like if you’re still working this out, your users will not be suddenly unable to login. Still treat this with urgency (it really is for your own security) and get this figured out.
  • Revenue Intelligence – Revenue Intelligence is a new package of products and Tableau CRM that will help Sales teams manage their quota tracking and forecast accuracy. Spring 22 is the first version of this, so like all of the other Salesforce offerings it will only grow from here, but as of now it includes Einstein Forecasting, Einstein Activity Capture, and three Tableau CRM dashboards that we’ll go over. It’s not super clear in the release notes, but this also does include Pipeline Inspection if you’re an Enterprise customer (Unlimited & Performance customers get Pipeline Inspection as part of their base license). And yes – it is an additional license cost. The dashboards are extremely well designed and absolutely something a sales team would immediately get value from and devour. First is the overview dashboard (screenshot of the first one below). This one is filterable by a time period or by team member for deeper drill-downs, or you can use the default view. Included with this is the ability to view quota attainment (the dark blue and cyan progress bars below), and a list of opportunities that need attention based on the Einstein Forecasting AI, Opportunity Change highlights, and Top Opportunities. In addition, there is a chart that shows if you are on or off track of your target – showing the trend lines of your quota goals and how you are tracking to that. That’s a pretty cool chart in one spot to be able to quickly rip through your team members and see how they are trending. The Team Performance dashboard is second (second screenshot below). This is another nice design dashboard that displays key metrics like open pipeline, average win rate, total closed-won, average deal size, and activities completed for each of the team members of the team. From here you’ll see your various team leaders. What’s cool is you can pick and choose which of the metrics you want to display and can show up to three at a time. The last dashboard is the Sales Performance Dashboard which will show your metrics trended over time. Just like the team performance dashboard you can grab three sales metrics and see how they trend. You can drill down to specific time periods and team members as well. On all of these dashboards you can hover over values and drill in to get to specific opportunities and accounts. Overall a very cool collection of sales metrics. I do like that this includes the Pipeline Inspection features (some great new ones below) too as they go hand in hand with managing this data. Unfortunately, this does cost more, but it’s interesting to check out.
    Revenue Intelligence – Overview Dashboard
    Revenue Intelligence – Team Performance Dashboard
  • Pipeline Inspection Enhancements – Speaking of Pipeline Inspection, it’s getting a slew of enhancements with Spring 22. First up, Pipeline Inspection gets some more Insights around Opportunity progress. When reviewing your pipeline Opportunities you’ll now get additional AI-driven prompts if it feels the Opportunity really isn’t going to happen as your sales exec is saying it will. The AI leverages opportunity factors and compares them against the user’s forecasting score and other factors to determine if this opportunity is at risk. I look at this as a great check for a manager. The AI won’t always be right, but when a manager sees a flag like this, that’s when it’s time to get the pulse on that opportunity. After talking with your sales exec you feel like this opportunity still could happen as forecast, then leave it as is. If the sales exec has happy ears, adjust your forecast. This really lets you narrow in as a sales leader instead of having to do this on all opportunities all the time. Second, we now get Activity and Engagement details within the Pipeline Inspection views. Now when you click onto an opportunity in the view, you can see the activity timeline and even create a new one directly from here. In addition, you can see aggregated stats for activities across all of the opportunities in the view. Super handy when managing your pipeline. Also to help you manage that pipeline, the inline editing that was available within reports is now available within the Pipeline Inspection views which is huge. Right from the view of your pipeline update the opportunity and keep the pipeline up-to-date. Love it. The Pipeline Inspection views also now have expanded the filters to allow for filtering by territory, territory team, and opportunity team. Extremely handy for managers. Finally, a new Tableau CRM dashboard is included (screenshot below) to show the flow of your pipeline activity. Pipelines by nature are continually changing so being able to view how a pipeline has evolved is critical. This flow dashboard allows you to view a select group of opportunities – like opportunities expected to close this month and view changes to that group over against a time metric – like “start of the period”. You can adjust these filters and metrics, but you’ll see if the pipeline has grown or shrunk, why opportunities have been removed (closed lost, closed won, or pushed out), and whether stages have progressed or regressed. Super cool chart and similar to our In N’ Out Dashboard we use a lot to track pipeline movement. All great enhancements to a very cool feature of Sales Cloud. If you’re an Unlimited or Performance customer – you definitely need to be leveraging this. Enterprise customers need to pay more, unfortunately, but it’s definitely worth looking into.
    Pipeline Inspection – Flow Dashboard
  • Einstein Activity Capture Enhancements – Einstein Activity Capture is the recommended sync with Outlook and Google but it still feels like it’s an under-utilized feature. With Spring 22 we get a couple of more enhancements to improve it but if you’re leveraging Salesforce for your sales teams and not using this – you really should be looking into it. First up – especially for those of you just taking a look at turning this on – when you first connect to Einstein Activity Capture you can now determine how far back you want to pull in emails and completed events to populate the activity timeline. The default for email is 180 days and the completed event’s default is 0, but you have the flexibility to do more or less than that now. Next, admins now have some override features that allow them to set up global settings around emails with sensitive data in them. Einstein Activity Capture’s AI does a good job of determining if an email has sensitive content (not sensitive like confidential, more sensitive like PII) and as an admin, you can now ensure emails flagged like this can’t be shared regardless of what the user’s individual settings are. I’d highly recommend this global override. New activity metrics are also available for reporting – Last Email Sent Date and Last Email Received Date. Anywhere you can report on emails (list views, reports, page layouts, etc.) now have these fields available. Finally, admins get some clean-up help – accounts can now be deleted from Einstein Activity Capture where previously you could just inactivate them. This will keep your list a little tidier. In addition, you can now actually turn off the Lightning Sync once you’ve finished your migration to Einstein Activity Capture.
  • Activity Improvements – While we’re talking about Activities, we also get some improvements to the activity timeline (which is still one of my favorite features that came with the Lightning cut-over). You can now sort the timeline by Completed Date. Previously you could only sort off of Due Date, which was a little misleading if you’d completed the activity before or after that due date. Now you can toggle between those two dates which is a nice touch. If you’re an Einstein Conversation Insights user, you can now see Voice and Video Call activity within the timeline. You can hover over these and see a quick link to the transcript as a view of the attendees to the call. As part of this, you now have the ability to filter for Video and/or Voice Calls in the activity timeline. The last part of this is a toggle that allows you to filter the timeline to only show activities that have insights associated with them. This is pretty nice if you’re using the Conversation Insights as it’ll let you quickly zero in on the activities Einstein feels you need to act on.
  • Einstein Conversation Insights – While we’re on the topic, Einstein Conversation Insights has a few other new features above and beyond the Activity ones. First up is a pretty slick one – you now can get access to transcripts for all Voice and Video calls. As you can see from the screenshot below, when you’re replaying the audio of the call, you’ll see the transcript beside it and can actually jump to different parts of the audio by navigating the transcript. The transcript record is broken out by the person speaking and the text will be linked to the call record itself. Really powerful addition here. A few admin things to note: first, only calls made from Spring 22 and on will have these transcripts. Second, if you’re using Einstein Conversation Insights (these Einstein products really need acronyms) for Sales, this is automatically enabled. If you’re using it for Service, you’ll add the component to the page layout yourself. Next up, Sales users can now see their coaching recommendations in a call highlights email they receive. This is a pretty nice summary email that compiles metrics for the sales user across the team and then highlights the relevant ones for that user for them to improve on. Specific highlights from that user’s calls will be included – but they won’t see content from their peers or direct reports in these emails. You can control the frequency that these highlights – with options of daily, weekly, or monthly. If there weren’t enough calls in the time period to provide highlights, the email will just be skipped for that period. There’s also an option to turn these off if needed. I’m pretty sure these settings are global and not specific to a user. Just as a reminder, Einstein Conversation Insights is an additional cost product but it’s a very interesting add-on if you’re using High Velocity Sales or Service Cloud Voice.
    Transcripts for Voice & Video Calls with Conversation Insights
  • High Velocity Sales Enhancements – And speaking of High Velocity Sales, we’ve got enhancements here too (it’s like I have an order to this blog or something). HVS now includes pre-built sales cadences that are available as soon as you activate the product. Probably not too useful for existing customers, but for those just getting started this will give you a good framework to start from and build out your flows. An interesting new feature combines Einstein Bots and HVS in a pretty cool way. We now have a “Sales Prospecting Bot” that includes its own pre-built conversational text and flows which can be leveraged to enable your bots to connect prospects with sales reps and also add prospects into sales cadences automatically. You need to be a user of both products to use this, but if you are using Digital Engagement & Bots for sales activities this is really intriguing. The ability for a bot to drop prospects into the right cadence based on automated conversations is huge. Another cool new feature is a new component that highlights the call and email engagement at a contact or an account. At a contact level, it’ll show a quick summary of the last time this contact was engaged and what engagement metrics were achieved (calls made, emails sent, opens, replies, and link clicks) with them over the last 30 days. At the account level you get to see the same information, but with the ability to easily toggle across the contacts at the account. Very useful for managers trying to get a sense of how an account or contact is being engaged by their team. Next up, users can now pause a specific cadence target for a set period of time. Super handy if a prospect tells you they’re going on vacation or you have a compelling event upcoming and don’t want any outside messaging hitting. Now a rep can pause the targeting and say when it should resume. Finally, you can now see a history of cadences a prospect has gone through. The history shows a quick summary of what the cadence was (with the ability to click into it), why it was completed, the final disposition, and the last completed sales step. This can be added to Lead, Contact, or Person Account records. Some great new features for HVS. Just as a reminder, this is an additional cost product, but as we’ve blogged before if you have an inside sales team that prospects – especially in high volumes – this is a product to absolutely investigate.
    High Velocity Sales Engagement Component
  • Collaborative Forecast Updates – Collaborative Forecasts has a few new features to go over too. First, you get two new optional metrics that you can add into your forecasting views – Gap to Quota and Pipeline Coverage. Gap to Quota is pretty self-explanatory but is an automatically calculated metric to show how much more you have to go to hit your quota. The Pipeline Coverage metric calculates the ratio of the Gap to Quota vs. the outstanding pipeline available. Basically, how much of what’s in the pipeline do you need to close to make that quota. Both of these are really handy metrics that you’ve probably been manually calculating and now they’re done for you. Second, we get a cool new filter that allows you to see forecast changes over the last 7 days. Selecting this will show your forecast totals just for the changes. Would love to see the “7 days” become a more dynamic option, but this is a great start to letting a sales manager see what has impacted their forecast as it’s continually moving. Another change is you now have the ability to include or exclude certain record types from each forecast within the admin setup. Basically, each forecast type can now have different record types included. Finally, setting up Collaborative Forecasts has gotten a little easier with a whole new look and feel to the setup process.
  • Enterprise Territory Management Improvements – Spring 22 brings a couple of quick improvements to Enterprise Territory Management, too. We now get the very useful ability to exclude specific accounts from when you run the assignment rules. No one has exceptions to assignment rules right? Right?? We love our exceptions and have been stuck dealing with those manually until now. With this, you can flag them and they will remain as is whenever the assignment rules run. We also get a new ability to track when territory assignments were updated or deleted. All of these changes will now be tracked within a ObjectTerritory2Association object which first gives you a nice history tracking, but also allows us to trigger additional automation based on these changes more easily. Simple but nice improvements.
  • Einstein Natural Language Search for Tasks – Einstein Search gets a cool enhancement that allows you to use NLS to search your Tasks. You can now put in a search term like “my tasks this week” or “tasks with status in progress” and it’ll return all of your tasks where this is true. No longer having to build out reports of lists views to cut through your tasks. Pretty cool.
  • Email Enhancements – We get a hodge-podge (how is spell checker not recognizing hodge-podge? I can’t be the only one using this term) of enhancements around the various aspects of emailing with Spring 22. First is we get a new report type that allows us to measure the performance of list emails. Now managers can track what list email blasts have been sent, by who and how they performed. I have to admit, I can’t believe we’ve never been asked for this as it makes so much sense that it’s needed. The email template builder now has the ability to add custom components to the template. This will let you build even slicker and more sophisticated email templates – but it’s something you’ll need a developer or strong admin to help with. Inbox users now get the ability to adjust their ‘from’ information. Previously that was locked down and this will allow users to make sure their from info reflects how their customers know them. Finally, more of an administration note – Salesforce is getting stricter on ensuring the from address being used to send emails to leads and contacts are verified. Even if you have an email created before this process was added, you’ll need to verify it before sending more emails from it. If you have an older instance, it’s worth double checking your addresses to make sure they’ve all been verified properly.
  • Salesforce Information from Microsoft Teams – If you’re a Microsoft Teams user as well as a Salesforce user, from within Teams you can now pin Salesforce records and meetings to your Team meeting. By doing this a custom tab appears on the Teams Meeting that will display the Salesforce records you’ve pinned to it. FYI, it looks like this only is visible in the desktop version of Teams and not in the mobile.
  • Older API Retirements – As part of Summer 22 (so you have about 4 more months), Salesforce is retiring a range of old APIs and will no longer support anything using them. The SOAP APIs from 7.0 – 20.0, the Bulk APIs from 16.0 – 20.0 and REST API 20.0 are all being end of lifed. Basically, if you have something with an API of 20.0 and less, you need to get off of it. Salesforce has already been sending notifications to customers with applications built leveraging this or integrations making API call via these older versions. If you’re received these notifications you can’t ignore them! Once Summer 22 hits, these applications and integrations will literally stop working. Now all of this said, these are really old APIs. We were doing the math trying to figure out which of our customers might be at risk and we figured out if that 20.0 was around 2010/2011. If you bought Salesforce in the last 9 years you are fine here. If you’re a 10 or more year old Salesforce customer, you’ll want to double-check and make sure you don’t have any super old stuff laying around that hasn’t been updated. Salesforce has a good article here about what this means and how to dig into whether you are at risk – but as I mentioned, they have been super proactive with the announcements, so if your admin is getting these you have an issue.
  • Outlook Integration for Older Versions of Outlook Ending – With Spring 22 you’re officially on the clock if you’re still using an older version of Outlook and integrated to Salesforce. Support for Outlook 2013, Outlook 2016 and volume-licensed versions of Outlook 2019 (which isn’t super old, so this one might be a surprise to some of you) will all end December 31, 2022. To continue to be supported with Outlook integration in 2023 you’ll need to be on Office version 16.0.11629 or later and Windows 10 versions 1903 or later. It looks like this will not stop working if you’re using it, but Salesforce will no longer support you – but inevitably it’ll just stop working at some point after with it no longer being supported.
  • Legacy Work.com retired – Last but not least, Spring 22 marks the end of the legacy Work.com (not the new office re-opening / vaccine tracking one) is finally being retired. Remember back to the old Rypple days? Well, this is the end of that for the most part – if you’re actually still using this (and I haven’t seen a customer using this in 7 or 8 years) the Goals, Coaching, Feedback Performance, and Rewards functionality is all going away. That said, the Badges, Skills, and Thanks functionality – which more or less got absorbed into Chatter – will remain. So, you can still badge away. RIP Rypple.

Alright, that’s a wrap. As always we can’t cover everything and there were a bunch of smaller administration and developer-based enhancements as well. If you want some help figuring out or implementing any of these features, feel free to reach out and one of our Solution Architects will get right back to you. Especially around the MFA requirement – make sure you have your plan for that if you haven’t already. Next up will be Service Cloud and all of the various products supporting customer service. Thanks for reading!

Harry Radenberg

Harry is the CEO and founder of GearsCRM, with more than 18 years of experience working with the Salesforce platform. Outside of Gears, Harry enjoys debating Star Wars and Marvel with his son and sharing music and videos with his daughter. He is an avid racquetball player, bleeds Dodger blue, cries Jets green and always tries to find spare time to read a good fiction novel.

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