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Salesforce Spring 19 Features – Service Cloud, Einstein for Service & Field Service Lightning

Spring 19
1. Salesforce Spring 19 Features – Lightning Sales Cloud, Einstein Sales Cloud and
2. Salesforce Spring 19 Features – Service Cloud, Einstein for Service & Field Service Lightning
3. Salesforce Spring 19 Features – Communities, Chatter & Files
4. Salesforce Spring 19 Features – Pardot
Spring 19

Hope everyone had a terrific New Year. 2019 is already shaping up to be an exciting year in the Salesforce world and Spring 19 is a big part of it. We covered the Sales Cloud, Einstein Sales Cloud and Platform changes coming in our first post and it was clear this is a jam packed release. Well, Service Cloud is just as packed. Some of the features we discussed in Sales Cloud apply here as well, but there are a ton of stand-alone great features too. As I mentioned in the Sales Cloud post, Spring 19 really feels like we’re done with getting everything moved to Lightning and now we’re starting to see some awesome net new features leveraging Lightning (By the way, if you missed our Service Cloud Lightning webinar, the recording is here. We cover all of the great features from Winter 19 and why you need to start moving Service Cloud to Lightning). In addition, it’s very clear that Einstein is hitting its stride too. There are some terrific Einstein features in Service coming for Spring 19.

As we’ve mentioned a bunch of times, you really need to be on Lightning to take advantage of most of the below. Salesforce just recently announced that anyone still on Classic (and that’s a lot of you) are officially on the clock and starting with Winter 20 (October 2019) the “switch to Lightning” feature will be enabled automatically for all users. Your users are going to be in Lightning in less than a year whether you are ready or not. You really need to get ready. Start to build that roadmap, and if you need help grab a partner – we offer our own Lightning Services and would be happy to help as well. Either way, start planning, get it rolled out and get all of these great features. With that said, let’s dive in. As always, there’s no particular order here outside of what we think is coolest first.

Service Cloud & Einstein for Service

    • Customer Contact Requests – This is a pretty cool new concept that is tied to Communities but obviously impacts Customer Service and Service Cloud. Now, you can create a way for customers to request a call back versus having to wait on hold for an agent to become available. Behind the scenes, this component is leveraging Process Builder, so you can build out the page layouts and the flow your customers need to go through any way you’d like, but these will feed to a new object called Contact Requests. These records can be associated with Contacts, Leads, Accounts, etc. so they aren’t orphaned. That said, it’s probably best to build the flow to do some matching automatically based on the information provided, this way when your agent opens it, everything will pop for them. Speaking of the agent, these new Contact Requests are also supported with Omni-Channel. This is a lightning component, so it only works with Lightning Communities. In addition, this new Contact Request object can be setup to be integrated with your IVR, so you can get the same result from your phone without the Community aspect. Pretty slick new feature that could improve customer satisfaction and reduce hold times.
      Contact Requests


    • Einstein Next Best Action – Next Best Action is the newest of the Einstein products and is officially GA with Spring 19. This is a very cool new product, but also one that you need to seriously game plan and map out ahead of time. Next Best Action lets you build out recommendations and strategies to what a user should be doing in different use cases. Two simple examples – but there are a ton of ways you can use this – are upsell / cross-sell / promotion offers and selecting the right approach to assist a customer. Using the Strategy Builder – which is the engine to build out the recommended actions and determine how/when they are applicable – you can build out all of the different scenarios and what should be suggested for each of them. Some of these scenarios could be based on basic logic within Salesforce. “The Customer Owns X, so therefore they really should also buy Y.” Others can be based off of prediction models. “The Customer owns X and bought it 6 months ago. Based on their past history, they need to re-fill X every 6 – 8 months, so we should ask if they want that re-fill now.” Obviously you can also build these out based on demographic data and similar customers, or based on what they are calling about. As I said, you really need to think out the model and what you’re going to be suggesting, but once you have it built, Next Best Action will prompt your users on the right suggestion based on the data they are working on. You can embed these suggestions directly into a record as a Lightning component or within a Flow and use it based on some of the data being entered into the flow. I’m assuming you can also add these into a Console component as well since it’s Lightning. Another thing to consider is this could also be embedded into a Community as prompts directly to your customer or partner. It doesn’t just need to be an internal facing tool (of course if you do that, don’t be creepy about it). Finally, with the suggestion, your users can select whether it was accepted or declined and if accepted, you can launch a flow to walk through the process to handle the suggestion. You can report on the accept / decline rate of the recommendations to see where you have issues and which ones are hitting the mark. Super powerful. With most of the Einstein items, the release notes are very clear what is an additional charge and what isn’t. This looks like it is included as part of the platform and is not an additional charge. I’m trying to confirm that for sure – but if that’s the case – this is a total game-changer that you now have at your finger tips. I’d definitely recommend piloting this and really honing it before a larger roll-out as this is one of those features that you’ll learn a lot from just within the first few weeks of trying it. You want to incorporate those findings before you do a broader roll-out.
      Strategy Builder and Next Best Action Recommendation


    • Guided Actions Improvements – If you caught our Lightning Service Cloud webinar, you’ll know I’m a big fan of the Guided Actions feature. This is one of those features that you need to step back and look at how this can actually change your agents approach to managing their Cases. Instead of having a page layout with a ton of fields and leaving it up to the agent to figure out which fields matter for which Case Type (or building 300 validation rules for all of the variations to ensure the agents do it right), set up Lightning Flows to guide the agent through the different Case Types. With Guided Actions those Flows are right there for the agent to click on and use and best of all you get to see what flows were used and when for each Case. Awesome feature and Spring 19 brings some nice improvements to it as well. First off, it now allows agents to see and resume a paused flow. This is awesome. Keep in mind, a Flow doesn’t need to be for a single agent. A lot of times, to resolve a Case it could take multiple groups each doing their part. You can build a Flow that supports that, and as each group finishes their piece, the Flow is paused and then handed off to the next team. Now, with this enhancement when that next team gets the Case, they simply can resume the flow right from the Guided Actions component. Super simple. Second, the Guided Action list now automatically refreshed based on values within the Case. So, if you have a flow that should only be used if the Case has been escalated, as soon as that Case is escalated, the Guided Action list will update and show that flow (and not show any flows that shouldn’t be there). From an administrator stand-point, we also get a nice improvement that allows us to re-use Guided Action lists. Previously you had to set this up for each page layout. Now you can re-use that list if it’s the same for multiple layouts. Nice time saver. Finally, not really a feature, but a Critical Update. To use these new Spring 19 features, you do need to do a one-time migration of your existing settings into deployments. A pretty simple process, but if you can’t figure out why the above stuff isn’t working – you probably haven’t done this yet.


    • Flow Builder – Speaking of flow with the Guided Actions, our lives building those flows just got much easier. The old Cloud Flow Designer is gone and the new Flow Builder is replacing it – and it’s such a better interface. The toolbox is much quicker to grab what you need for the flow and the UI itself is just more intuitive and let’s you keep track of what you’re building especially on the more complex flows. Overall, the functionality of flow is identical, you just have a much improved tool to build flows with. This is a rare new feature that also works in Classic, so you don’t need to be on Lightning to take advantage of this. Check out how it looks below.
      The New Flow Builder


    • Messaging Improvements – A bunch of nice improvements across LiveMessage and Live Agent. First, in our Sales Cloud Winter 19 write up we talked about how LiveMessage was now on Lightning which is awesome. These improvements require that you make the move over to Lightning in order to use. The first one is that Einstein Bots now work with Text Messaging as well. Bots are no longer just for Chat, but can be used in Text / SMS messages and Chat. This is a terrific feature as the SMS channel really lends itself to Bot type activity as you can guide someone through questions to get their issues resolved. That said, you don’t want to just take your Bots from Chat and drop them into your Texting channel. Customers converse differently over Chat then they do Texting, so you want to tailor the bots for that. The biggest example of this, is when someone texts into a support channel, they typically come right in with their question – “I need to return an item”, where in Chat, they are usually saying “hi” to the agent first and waiting for the agent / Bot to speak. So, if your customers are coming right at you with “I want to return an item” your Bot shouldn’t be replying “I’m Gearybot, nice to meet you – how can I help?” Next, you no longer need a LiveMessage or Live Agent license to view the transcript records. This is great to help with the 360-degree view of your customers. Not all agents will be using LiveMessage or Live Agent (and so they probably won’t have licenses) but they still need to be able to see the conversation that happened previously. For chat, within the snap-ins you can now show a customer where they are in a queue for transfers as well. Previously you could only show their position for new chats. In addition, Live Agent using snap-ins now also have post chat form support. We’ve had pre-chat forms for a while, but post-chat pages are terrific for things like a quick customer survey, or even for giving a customer a place to see next steps. Great to see that these are supported now. Finally, when an agent is in a Chat or LiveMessage conversation in Lightning, they can click a flag button to ask for help from a supervisor. Supervisors can see these flags in real-time from the Omni Supervisor page. This combined with the fact that Supervisors can whisper to their agents from the Omni Supervisor page allows agents to get real-time help while working messaging Cases without disrupting their flow. The customer obviously doesn’t see these flags happen. Really strong new features in the messaging channels.


    • Einstein Bots Enhancements – If you haven’t started to take a look at Einstein Bots, in the last release we wrote a blog post dedicated to them and then also did a webinar to show them off live. Worth checking out to see how they work. I mentioned about how Bots are now available for the Texting channel which is a big enhancement. With this enhancement, you’re able to create one Bot that works across multiple channels. Keep in mind though what I mentioned above in that the dialog coming from your customers will differ per channel and you want to keep that in mind. In addition to the expansion to Texting, we get a few other nice improvements to Einstein Bots. First off is a much needed feature to help the Bot evolve. As we mentioned in our blog about Einstein Bots, bots are not something you just build and then forget about. They need to be tuned and worked on over a period of time to constantly evolve them with your business. To help with that, we now have an interface to review how the Bot responded to your customer inputs. For example, if a customer said “I want to return my order” and your bot classified that as an “order status” intent, you can reclassify that to “order returns”. By mining your past data and performing this kind of tuning, your bots are going to get increasingly smarter and much better for your customers. We’ve been doing this manually until this and I’ll warn you – diving into this data is a little addictive (maybe it’s just me) so this will be super cool. You get to this by going into the next Model Management page. In addition to the tuning, the Model Management page also has metrics for each bot such as what the top intents are, what percent of classifications have been correct, and other accuracy details. There are also drill downs into each intent to show more specifics around them as well – like intent conflicts and intent accuracy. These are great landing pages for each bot to see how its performing, along with its intents. Now, you get all this great information about your bots and intents – but it’s just one at a time. What if you want to see across all of your bots and see trending, etc.? Well, the Bot Performance Dashboard gets a slick upgrade with Spring 19 as well. Check out the below, but you now have access to a ton more information about your bots’ performance right at your finger tips. It’s hard to believe bots are still pretty new, but love to see these great improvements and the focus on building better bots.
      Einstein Bots Performance Dashboard


    • Einstein Case Classification – A very cool new Einstein product is now available for Service Cloud and Einstein for Agents (Einstein for Agents is an additional cost above Service Cloud). Case Classification could be a potential big time saver for agents – which is immediate ROI for your call center. Instead of making your agents spend the time classifying each closed Case manually – you can build a model for each of your Case fields needed upon closure – that will attempt to do this automatically. Essentially, Case Classification is looking at past Case history to how a similar Case was classified and building the model off of that. Once you have this, agents will see a checkbox letting them know a recommendation exists. They can click that and Einstein will make the recommendation – which I assume can be overridden if needed. If the recommended ones are correct, you now have a properly classified Case with just a click of a button instead of your agent having to update all of the fields. This can be extremely valuable – especially the larger your Case volume is. Obviously, to get these models to work, you need Case history, so this isn’t something a new customer can just turn on. Salesforce recommends at least 1,000 Cases, but really suggests that 10,000 is ideal. We’ve found with Einstein, you really need to get to the “ideal” mark versus the minimum for it to really hum. Another great service use case for Einstein. Looking forward to playing with this one.
      Einstein Case Classification


    • Macro Updates – A couple of nice enhancements to macros in Spring 19 as well. First, when setting a Date, Time or Date/Time field with a macro, we now have the ability to use relative dates. So, if you want to create a task set 1 week from today, you’re able to do that from the macro. Handy feature for sure. Second is the ability to close the tab after the macro finishes. This seems small, but this is very nice for the agent as they now know the macro completed. We would see agents unsure if the macro ran or not as they still had the Case open in front of them. This is a step you can add yourself – so it’s not automatic – and is definitely useful for macros where the macro is the last thing that needs to be done to the record. Finally, all of those macros you created in Classic now work in Lightning as well. No need to re-create all of them. Huge time saver (by the way, this also applies to all of your Quick Text in Classic. Now all of those are visible in Lightning too).


    • Data & Privacy Updates – In Spring 18 Salesforce released the Individual object as the beginning of their plan to handle consent requests from customers. The big one is obviously GDPR (which we covered in a webinar) but other countries and even states are considering similar laws. Basically, you need to implement a process around customers asking to control how you contact, track and store data about them. The Individual object was just the start and with Spring 19 we get a much more significant set of features to build on this. Unfortunately, it doesn’t look like any of this is in the pre-release orgs yet as I really wanted to try to build out some scenarios, so the following is just based on the release notes with some guessing versus getting hands on. First of all, we get three new objects – Contact Point Type Consent, Data Use Purpose, and Data Use Legal Basis. I’m assuming all of these are tied to the Individual object, but it doesn’t say. It’s possible they also link directly to the Contact and Lead objects too. These are a great way to start to track what a customer is allowing you to do in regards to contacting them. For example, if a customer requests never to be contacted by you, you can set it up so they are blocked on all channels – email, phone, mail, etc. That said, even if they request not to be contacted, you might have a legal basis to still send something to them – like their billing statement or an invoice. In those cases, you can setup categories to show these processes. This doesn’t sound like rocket science right? Can’t we just use text fields here? Well, there are a couple of reasons to really start adopting how Salesforce is tracking this. The biggest is – and you’ll see this below – Salesforce is building functionality (like actually preventing Sales from emailing someone who said they don’t want to be emailed) that is leveraging these objects to help you enforce these policies. If you go custom here, you’re going to wind up having to go custom on the enforcement as well and lose some valuable out of the box features. Second, the legal basis tracking – while definitely extra work – will really help when you are challenged by a customer as to why you contacted them. Every company’s legal interpretation is different around these rules, so this gives you a flexible way to put that in place and then track against it. In addition to the objects, we get the ability to merge privacy records the same way you’d merge a Lead or an Account. Now when you find a duplicate Lead, you can also merge their Privacy preferences. We also get to report on Field History on data privacy records. This is big as you can now see the full history of when different requests and updates were made. Finally, there is a super interesting new feature called Data Classification. This is in beta, but it is available to use. Data Classification allows you to now set a Data Owner, Field Usage and the Sensitivity of the Data on any field in Salesforce. This is super handy for trying to automate right to be forgotten requests or if you’re just trying to get ahead of the issue and periodically purge sensitive information after a period of time (remember, a big part of GDPR is that you can’t store personal data forever without a very legit reason). Now, you can flag your highly sensitive fields – Name, Email, Birthday, Wife’s Name, Social Security Number, etc. – and when you have a request where you need to remove sensitive data about them, you can do this based on the field flag versus having to do these one at a time. A ton of potential here.As I’ve mentioned a few times, we have BREeze – our AppExchange Rules Engine – that let’s you automate updates based on a rules set. With this new functionality, we are going to be building a consent based version of BREeze that will automate the data updates you need based on these GDPR and other privacy consent requests. In the next couple of months, we’ll have a webinar and blog post about it, but there is huge potential here to really make this easy to manage and remain compliant. Very exciting stuff.


    • Knowledge Enhancements – We get a few smaller enhancements to Knowledge in Spring 19 and one really big assist in getting to Lightning Knowledge. Without a doubt, the new Lightning Knowledge object model is much better than Classic – you get one Article object with record types instead of an entirely different object for each Article Type. That Classic model caused a ton of problems and was very restrictive as far as building on top of Knowledge. You want to get onto Lightning Knowledge for sure. The issue is the migration was super painful if you had multiple Article Types – because you essentially have your Articles spread across multiple objects. With Spring 19, we get a migration kit that will handle most of that hard work on its own and consolidate your Article Types right into the new Lightning Article object. This is a huge helper. You only need it once (unless you’re a consultant of course), but it’s a big assist that one time. In addition to that, we get a few new Article actions – Restore, Edit as Draft and Archive. The Restore was already in Classic, but now is also in Lightning. With Archive you can bulk Archive Articles from a list view which saves some time. Next up, when emailing an Article to a customer, an agent can select related Files on that Article to attach into the email. If an Article has more than one File related to it, they don’t all automatically attach – the agent selects which ones to email. That’s a super handy feature for email to case. Finally, the embedded videos has added support for videos hosted on Ooyala (I’ll admit, I have no idea what that service is, but hey, it’s now supported).


    • Promote Subtabs in Service Console – Pretty neat update here. If you are working heavily within a subtab and want to make that more of a primary tab, now you can. With a simple dropdown you can select “Set as Workspace tab” and it’ll pop it out as a primary tab. Love it.


    • Survey Updates – Several new enhancements to Surveys as well. Keep in mind, you get one free Survey template with Service Cloud to take advantage of this and additional templates are extra. This feature keeps getting stronger so if you aren’t taking advantage of it – especially if you are paying for a 3rd party app to just send a single Case survey – it’s definitely worth looking into. First up with the new features is the ability to translate your Surveys. You can translate your survey template into more than ten languages. If the recipients are users within your org, the survey will automatically be sent with their preferred language (assuming you’ve translated it to that language). If they are external users, from the template, they can select from your list of available languages and grab the one they want. Very nice feature. Keep in mind if you have open text field versus radio buttons, if you ask the question in a foreign language, you’re probably going to get answers in that language, so this will be a pretty global object. In addition to that we get two new question types to choose from. We get a Ranking type that lets your participants stack rank a list of choices as part of their answer (I love those). We also get a Net Promoter Score® (NPS®) type question. This question type will use the standard approach to assess your customers’ loyalty to you. Reports have been updated to allow you to build reports to report on answers to these types of questions. Another enhancement is the ability to set an expiration date for your survey. Now you can set this for your surveys and when that date is hit, the invitation is no longer valid. Finally, users can now generate a survey directly from a Contact or Person Account record to send out. This is great for more one-off surveys – like when a project completes – where it’s not as obvious from your record data to send it via workflow.


    • Pop-Out Utilities – We sort of had this in Classic. Basically, agents could click on an icon and pop out a component and be able to drag it outside the console and into another monitor for example. This was always a little kludgy in Classic though. In Lightning, looks like this has been re-factored and works really nicely. This will work for a range of standard components, but you can also add it to a custom Lightning utility and give it the option to pop-out. From the standard side, you’ll be able to pop-out the following utility components: the CTI Softphone, History, Rich Text, Report Chart, Visualforce, Flow (very handy but, I still prefer guided actions), List View, Recent Items, Chatter Feed & Publisher. One thing to note is this does require a Critical Update to be run and for some reason the ability to pop-out custom lightning utility components isn’t available until June 17 (not sure what happens on June 17th, but it is what it is). The standard ones are available as soon as Spring 19 comes out.


    • Omni Updates – The first feature is really interesting and that’s the ability to route work by Omni based on field attributes. Basically, you can now create field based rules for Omni that sends those cases to qualified available users. A lot of interesting things you can do here. An obvious one is based on “Escalated” – so, if a Case is already flagged as Escalated you want to make sure it’s going to your best and fastest agents. Don’t drop it into a queue and don’t just blast it into an Omni group where all your agents are. Set up a small group of agents you trust can handle these Cases and get it there. A super cool use case here is also mixing it with Einstein Sentiment. Einstein Sentiment reads the text of a Case (like from Email or Community) and says simply whether the customer is Positive, Neutral or Negative (angry) in their tone. Well, if I know a Customer is already angry based on a negative sentiment and they are coming in hot – with this Attribute routing, I can ensure they get to my best agents that are adept at handling those situations. A ton of potential here especially when you can mix and match different types of routing to really build out a routing system that is getting Cases to the agent that is best to answer them. One thing that isn’t clear is if is this can be used as a record is edited to re-assign into these routing groups or if it’s only when the record is created. It seems like from the picture – where it’s using the Escalate flag – that it works on edits as well – or that doesn’t make much sense as a use case. We’ll try to find out. Unfortunately, for Spring 19, this is a closed beta. Sounds like they want people to join, but it’s not open to everyone yet. Hopefully we will see this go GA in Summer 19 as this is a killer feature. In addition to Attribute routing, Skill Based routing is now GA for Live Agent and LiveMessage within Lightning. This came out in beta in Winter 19 and is now fully available.
      Attribute Based Routing in Omni


    • Case Hierarchy – Case Hierarchies has been available in Classic, but Spring 19 is the first time we have a standard component to use this in Lightning. This is a feature that not a lot of customers use – but if they do, they use it heavily. Nice to see this in Lightning. The component looks slicker than in Classic and you can customize the fields from the related Cases that appear in it (I don’t think you could in Classic, so I think that’s new). Only downside, is it appears to be missing the buttons to close or update all of the child cases at once from the parent. Now that this is supported, that would be pretty easy to add custom though I’d think.


    • Case Contact Roles – Another quick hitter that was in Classic and is now in Lightning. Looks like it works exactly the same.
      Case Contact Roles in Lightning


    • Email Draft Approvals – This was available in Classic, but not in Lightning until now. It performs the same way, so nice to see one more item knocked off the parity list.


    • Case Accept Button – Final quick one making it from Classic to Lightning. The Accept button on List Views to allow an agent to quickly claim a Case and change the Owner to themselves is now in Lightning as well.


Field Service Lightning

    • Gantt Improvements – Spring 19 delivers a few nice improvements to the FSL Gantt chart. First, you can now filter the view much quicker. For the territory filtering, you can now search for a territory directly, select you favorite territories (you can select a star next to each territory to make it a favorite) and switch between selected territories much easier. Especially if you’re a dispatcher that is responsible for scheduling across territories – or if resources aren’t exclusive in one territory – this is going to make your life a lot easier. The skills filter also gets beefed up with the ability to search directly for a skill, filter using more complex logic and also select all skills. From a pure UI stand-point, we get even more coloring options for the Gantt. Previously, you could color code based on a Gantt palette or from a Service Appointments color. Now, crews can be color coded and you can also highlight based on a list filter. The list filter highlight is terrific. For example, if you wanted to look at all appointments with the word “Maintenance” in it, you would filter the appointment list and then click on the “Highlight” button. All of those appointments are now highlighted on the Gantt making them super easy to find. You can also add some background shading – similar to how Dashboards can. Finally, you can now create icons and add them to Service Appointments. They make this super easy to do – instead of having to have a formula field or something with rules on what icon to display, we simply have a field where you can add a URL for any image. This will let certain appointments pop out for your dispatchers. Using Process Builder or a rules engine (like BREeze) you can pre-populate these automatically based on logic. All of these definitely make the Gantt easier to use. Awesome to see.
      Gantt Highlighting in FSL
      Icons for Service Appointments


    • Sort Time Slots by Date – Super handy quick feature to making booking appointments even easier. Now, you can click on a date in the booking window and see all of the available time slots in an easy to use view. No more scrolling and trying to find the open slots. Very nice.
      Sort Time Slots in FSL


    • Crew Management – We get a nice big enhancement to the crew functionality. We get a new drag and drop interface that lets dispatchers quickly build and update crews. This means you can take a crew and quickly add members, adjust the members and their dates and also view all of that crew’s schedule in one place. Crews are really handy functionality, but up until this it was a little tough to manage them. This is a huge improvement and will make this a much more powerful feature for dispatchers to use. One thing to note is this is only in beta right now, but it is available to use.
      Enhanced Crew Management in FSL


    • Absences in the Multiday View – Previously when using the Multiday View all you could see were actual Service Appointments and you couldn’t see if a resource had an Absence record blocking time off. Now those Absences appear as well, giving you a full picture of your resource’s availability. Definitely rounds out this view making it very useful.


    • Service Appointments for Leads – You can now schedule Service Appointments directly to Leads. Previously you could do Opportunities, but this allows you to dispatch to prospects that may not be qualified yet. Very handy when you are dispatching as part of your sales process. Now, just give us the ability to place Service Appointments directly on Cases and I’ll be super happy.


    • Work Order Lines for each Asset in a Maintenance Plan – A quick update here that is helpful if you use Maintenance Plans. Now, if you’re scheduling maintenance for multiple Assets at a location, you can automatically create a Work Order Line for each Asset instead of needing to creating a different Work Order for each. Now, you’ll have just one Work Order with a Work Order Line for each Asset. Very nice.


Phew. That’s a lot of new features! We’re only half way through our write-up blog posts and the Sales and Service features have been huge. This definitely is the biggest release in a while, and next week we’ll be covering all of the Communities, Chatter & Files features – and those are loaded as well. Thanks for reading and as always, if you need any help taking advantage of these great features, please Contact Us and one of our Solution Architects will get right back to you.

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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