- 1.Salesforce Summer 19 Features – Lightning Sales Cloud, Einstein Sales Cloud and Force
- 2.Salesforce Summer 19 Features – Service Cloud, Einstein for Service and Field Service Lightning
May the 4th be with you! I feel like the last week has been geek heaven. I can’t remember a better geek weekend then last weekend with both Endgame and Game of Thrones’s Battle of Winterfell both dropping – and neither disappointed. To add to it I spent most of Sunday pouring through the new Summer 19 release notes. Now this weekend is May the 4th and I might go catch Endgame again. It really is a good time to be a geek. Well, now, let’s focus on geeking out around Salesforce and the upcoming Summer 19 release. It looks like this year’s logo is the bear mascot – Codey – again. We recently did a fun post for our upcoming 10th anniversary where we ranked the top 10 mascots. Clearly I didn’t write this one as Codey was ranked 7th out of 10. Of all of the mascots, Codey is my least favorite. I don’t have an issue (generally) with bears, but Codey has something with those eyes and a dead, very disconcerting (evil?), stare (look at this picture of the live mascot and tell me I’m not wrong). Well, fortunately for Summer 19, Codey has sunglasses on and I won’t have to look into those eyes every time I load up Lightning.
Alright, onto the important stuff – the release itself. As we have been doing for what feels like forever, we’re going to break this up into four blog posts to cover the major clouds. Here’s the order we’ll be going in this time:
- Part 1 (this post!) – Sales Cloud, Platform and Einstein for Sales
- Part 2 – Service Cloud, Field Service Lightning, and Einstein for Service (including Einstein Bots)
- Part 3 – Communities, Chatter and Files
- Part 4 – Rotating Topic: Einstein Analytics
We are a broken record here, but 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. Let’s get rolling – I have Hot Chip and Modest Mouse cranking for some perfect writing tunes and as always, there’s no particular order here outside of what we think is coolest first.
- Full View Option – With Winter 19 we got the option to change the density of our Lightning page layouts which allowed us to have a “comfy” or “compact” perspective. With Summer 19, we now have the option to have two different templates of the page layouts – Full or Grouped. Grouped view is what you’re used to on Lightning today. Full is more like the old Classic view but within Lightning experience. Basically, the details are on the top and the related lists are below the details all in a row. Obviously, you get all of the benefits of Lightning with this view, but this might be a tool to use if your users are not happy with the new Lightning page layouts. You can give them a more comfortable transition, while still being able to get to Lightning and get all of the new features. Personally, I love the new page layouts and wouldn’t switch back.
- Enhanced Related Lists – I love this one. With Enhanced Related Lists, we now get control over our related lists and can customize each one. When toggling a related list to enhanced, you can control how many records display in the list and whether or not the action bar appears. In addition, you can show up to 10 columns, re-size and sort the columns from the related lists, launch mass actions and wrap text. Previously you needed to click into the “show all” to do this.
- Quick Filters on Related Lists – Another nice usability enhancement for a core feature here. List Views now have Quick Filters which essentially allow you to quickly narrow down the records in a List View with some pre-canned filters that apply to the object type you’re looking at. For example, for Opportunities, you can see in the screenshot below that you can filter off Opportunity name, Stages, Amount and Closed Date. Before you’d either need a report or have to build multiple List Views. A nice addition for sure.
- Reports Enhancements – Summer 19 has some nice enhancements to standard reporting. The coolest one is a feature called Row-Level Formulas. Now you can create a formula within the report itself that calculates based on data in the report row. So, if you want to subtract or multiply two fields you can do that right in the report and it will calculate that and display as a report column. Previously, you either had to export the report to do this in Excel, or more likely went and created a formula field to do this. With this, we can stop having all of these reporting only formula fields taking up precious space on our objects. How about a hurray for this one?! Please note this is in beta, so normal warnings apply, but a very cool feature. A close second as far as the coolness of the feature is that reports now have a search bar! This is very handy. Now right in the report you can search for a specific record or records and the report will highlight those values. Keep in mind, this only works on the values that are returned, so if you have more than the 2,000 rows in your report, it’s not searching anything past the first 2,000. This feature would be ridiculous if it could actually narrow the report quickly just to show the rows from the search results – including past the 2,000 rows. That’d be incredible. Who knows, maybe that is coming. Next up is Conditional Formatting for Summary and Matrix reports. Now you can set up highlight colors to format the totals / sub-totals of these reports and make them stand-out even more versus their performance. This looks extra sharp in Lightning I think (see the screenshot below). Report subscriptions also get a nice enhancement. Now you can now subscribe to receive a notification when a certain conditions are met within the report right from within the subscriptions section you can add the conditions of when it should be sent out. Finally, we can create, edit and delete formula summary fields right from the top of the fields pane. If you remove it from the report, it still remains at the top of the field list instead of needing to redo it. All in all, a great group of enhancements!
- Dashboards Enhancements – Not to be outdone by Reports, Dashboards get a few improvements as well. First, on Lightning Table components, you can now see sub-totals when you have a two level table. I believe this was in Classic, so nice to see this back. Another improvement for Lightning Tables is the ability to resize the columns. As you’re reviewing those tables you can resize the columns easily, but it’s just for that session. Next time you dive into that dashboard it won’t remember your changes. Finally, you can now sort your Dashboard components up to two levels! I hit this one all the time, so super happy to see this finally available.
- Activity & Activity Capture Improvements – Einstein Activity Capture is now free and really adds a lot of power to activities in general. With Summer 19 the sync itself gets beefed up with newly improved sync settings which come with an updated set of default settings to help you figure out how to set it up most effectively. In addition, you now have better controls over which Contacts will sync, where you can add conditions that Contacts must meet in order to be synced. For the activity timeline itself, Manager’s now get a new option where they have a filter for “My team’s tasks” within all Activity list views. Great way to see what your Sales team is working on and what big events are coming across the entire team. With another new feature, users can now control whether they get emailed when someone assigns a task to them. I’m assuming this will send the email even if the person doing the assigning doesn’t click the “notify” checkbox. If you turn this off, not sure if this overrides that “notify” checkbox though. Will need to dig into that. Finally, it’s not exactly Activities, but the Notes functionality in Lightning now has an easy to use pop-out from the utility bar. Now with a single click you can create a new note or quickly go to an old note you took. Very handy and it’s really creating that “Evernote” feel within Salesforce. I love this feature.
- Event List Views – A no brainer improvement that is probably a bit overdue – just like Tasks now has its own tab and list views – so do Events. Now you can create different list views of Events and leverage all of the great list view functionality – like search – to manage and find Events quickly. No more needing to scroll through the Calendar for this. Great update that Sales users will jump all over.
- Email Enhancements – The Lightning Email tool gets even stronger in Summer 19 (and this is probably a top 3 feature of all of Lightning already). First up, users can add images directly into the composer by inserting them from the web, your computer or from Salesforce files. Unlike Service Cloud, you still can’t copy and paste images directly in. Second, users now can set what they want to happen when they click on an email address in Salesforce. They can choose between automatically opening the email composer or popping open their email application like Outlook or Gmail. This is in their email settings and is user by user. Finally, Lightning Email templates finally get Letterheads. These Letterhead templates can be header and footer wrappers and users can put their copy in the body of the template. As part of this, old Classic templates are moved to a new menu option called “Classic Letterheads”. Good to see this updated.
- Einstein Forecasting Enhancements – Two updates to Einstein Forecasting: The first adds support for quarterly forecasting. This is in beta, so usual caveats apply here. The second one is more interesting and it allows you to group up your forecasting models. So, if you want a different model by product or region, you can create different Forecasting models to support that. I think this makes this a lot more powerful. Overall, I think Einstein Forecasting is a really interesting feature as it can bridge that gap between the issues with a sales rep’s forecast versus how similar opportunities tend to come in. I would never say this would replace the sales rep’s forecast, but the two working in conjunction is very powerful. As a reminder though, this is part of Sales Cloud Einstein and therefore is an extra license cost.
- Global Models for Sales Cloud Einstein – Speaking of Sales Cloud Einstein, it gets a very interesting update of its own – Global Models. Basically, one of the key drawbacks with AI is that you need data to build out and train your model. This is particularly painful if you are in a low volume business or if you’re just rolling out your Salesforce cloud you want AI in. In those scenarios, you don’t have enough data to use AI. Global Models theoretically changes that problem. There a lot of models that are common across many customers – potentially tens of thousands of customers – and combined, those customers have a ton of data. Way more than enough to build out a super sophisticated model that then anyone trying to build out a similar model can use as a starting point. This is exactly what Salesforce is doing with Global Models – essentially leveraging data across all of their instances to start creating anonymized models other customers can leverage. There are a lot of questions here that Salesforce doesn’t go into with the release notes, which is literally just a paragraph, but they do say this will be anonymous and there will be some way to opt-out from contributing your data to these models. With Summer 19, it looks like they are just starting to build out the process to get the data to build these models and that the models aren’t there yet – but I could be wrong. I don’t think Salesforce has publicly spoken about going in this direction much (I could be wrong here), but I had a feeling this was only a matter of time. In the AI game, Salesforce has a lot of competition with IBM, Google, Amazon, and others from the technology stand-point – but no one has the range of CRM data to mine like Salesforce does. This really is the secret weapon Salesforce has – that and the ability to fit it into business processes with Salesforce – and this is their first steps into it. Overall, they are starting with Sales Cloud here. I assume Service Cloud would be next (and super powerful as there is a lot more consistency process wise in Service than Sales) but this concept will be a game changer in Commerce and maybe even Marketing as well. Will be super interesting to see where this goes – and how customers react to their data being used for it (I get chills thinking about what we could do as a partner if we were ever given the ability to construct our own global models!). Expect to see this a ton at Dreamforce.
- Collaborative Forecasting Updates – Quotas finally get a little love with Summer 19 as we get a new Quota page in the setup. Previously you had to update these with data loader or the API, so this definitely makes life easier. In addition to this, we get a handy roll-up for users that are in multiple territories. Now you can see a summary view of all of your forecasts and then a break-down beneath of the individual forecasts by territory.
- Advanced Lead Assignment Rules – It’s not a feature of Summer 19, but it’s a free AppExchange app that we have just launched built off of our BREeze product called Free BREeze. With Free BREeze you get a beefed up Assignment Rules functionality for your Leads that allow you to set more than just the Owner field in each rule, control exactly when these rules run, and even exceed the 200 rule limit in the assignment rules. Learn more about it in our blog post or download it from the AppExchange and give it a try.
- Opportunity Contact Role Enhancements – A quick but nice change to Contact Roles on Opportunities. Now when you click into the Contact Roles, the list is pre-populated with all of the Contacts linked to the Accounts your Opportunity is related to. No more having to search for every Contact. You’d still need to if it’s someone not on the Account, but those are more of an edge case scenario.
- Authorization Form Objects – For several releases now Salesforce has been releasing more and more standard objects to manage customer data preferences. With Summer 19 this is expanded to cover Customer Consent. You now have a series of objects to track consent that customers give you – like from accepting a terms of service or from a data use agreement. You can store each consent a customer has given, what’s included in that consent and even the length that consent is good for. In addition, these objects include some version control, so if you’ve updated your agreements multiple times, you can even track what version they consented to. Definitely not something everyone will use, but it really is something everyone should be considering and tracking if you have these types of agreements.
- High Velocity Sales Updates – I spent a lot of space talking about the new High Velocity Sales product with the Sales Cadences during our Spring 19 write-up. This is a super cool new set of features that any inside sales team should be considering – but keep in mind, there is an additional cost for this functionality. With Summer 19 this new feature gets beefed up even more. First, it now supports Person Accounts, so any Person Account records can be added to the Work Queues. In addition, you can now assign records to any other High Velocity user. The interesting thing here is this doesn’t leverage the Owner field. So, if it’s a Lead and it’s owned by a Queue, you can still assign to an individual without losing the Queue ownership. Another good example here is in a situation where the Account Owner is an Enterprise Sales Rep who has an Inside Sales team that supports them to sell into the Account. These can be added and assigned to the Work Queues without changing the Owner from that Enterprise Sales Rep. Pretty cool. Speaking of the Work Queues, users can now sort the Work Queues – either by Last Modified Date, Due Date or the Created Date. Admins can also adjust what fields are visible within the Work Queue now. In that compact view, you can select up to three different fields to have displayed. This can be different for each object and record type. There are some big updates to the Sales Cadences as well. Similar to flow, you can now link up different Sales Cadences. So, instead of always have to re-create one for a pretty established Cadence, you can use one Cadence in multiple places by linking it. Really nice. Within the builder, you can also now preview email templates and call scripts they are assigning – which definitely helps speed up the build. You can now also leverage Open CTI with the Cadences. It’s not just for Lightning Dialer anymore. Finally, right from the details of a record that is in a Cadence, users can see exactly where they are in that cadence with a new panel (this would be great to extend to non High Velocity users as it’s very useful information to see what that record has received even if you’re not doing the sales). These are some great updates for a very exciting new product.
- Search Enhancements – We get two quick enhancements to search as well. The first of those is a record count on each object within the search results. No more guessing how many records were returned in your search. Definitely helpful. In addition to this, a bunch of new objects are now available within search: Authorization Form, Authorization Form Consent, Authorization Form Data Use, and Authorization Form Text. All of these Authorization objects are part of the Customer Consent enhancement we mentioned above.
- Enhanced Product Schedules – Product Schedules is a feature that isn’t used too often, but it’s one of those features that if you need it, it’s critical. If you’ve never used them, they are pretty big for companies that need to recognize revenue as the product is delivered / shipped – like Manufacturing and even Professional Services. The best example is your sales rep kills it and closes a $1M opportunity. The opportunity is closed on the date they sign the deal. However, for these types of companies, closing the deal is just the beginning. Now they need to fulfill it. Product Schedules allows Sales to forecast the “schedule” of when that $1M will be fulfilled. Maybe it’s a nice straight order where you’re doing $100k a month for 10 months, or maybe it’s a ramp where it’s all backloaded. Schedules lets you set that either way. Once a schedule is set up, all forecasting reports use the schedules instead of the Opportunity amounts and close dates. With Summer 19, these Product Schedules are now customizable where you can add custom fields, validation rules, custom buttons, custom layouts and even hit it with Apex. This is huge to make this more flexible in Lightning. Two things to note here. First, even with all these changes, it still is unavailable in Workflow and Process Builder. So, you’re basically Apex all the way if you need automation. Second, and this is interesting, if you activate this in Lightning, it makes the existing Product Schedules in Classic read-only and disables that object. With that, the existing schedules are really just for historical purposes. If you’re using these in Classic and looking to move, definitely play with this in the sandbox before just flipping it on in Production!
- Desktop version of Lightning on the iPad – An interesting one here for those of you still using iPads. With Safari, you can now login to Salesforce and use the full desktop version from the iPad. It doesn’t say specifically, but curious if this includes using the Service Console. That’d be pretty handy. Please note, this is a beta, so might be some issues in the first release.
- Record Context when switching to Classic – A quick enhancement that definitely makes the times when you need to switch to Classic less annoying. Now when you switch you’ll be right on the record you were in Lightning when you switched over. At this point, I only need to do this when I’m in some AppExchange apps, but it’s nice to see.
- Classic Features now in Lightning – The list of features within Classic that are not supported in Lightning is getting smaller and smaller and a few more drop off with Summer 19. We mentioned the Product Schedules and Letterheads above. In addition, the Partners related list is now available on Opportunities and Accounts like it is in Classic. You can modify the related list with what fields you’d like to show (can’t remember if you can do that in Classic or not). You can now also assign Territories right from the Territories related list. Previously this was read-only in Lightning. Finally, Historical Tracking report types are now available within the Lightning report builder.
- Custom Objects Limits – The overall custom objects limit has been increased from 2,000 to 2,500. This is a little bit misleading though, as the total custom objects you can create is still limited by your edition. Only Unlimited and Performance editions can get to the full limit. That said, where this helps no matter what instance you’re in, is when it comes to AppExchange products. Basically, even if you’re at your own custom object limit you’ll be able to install packages – and some of the complex ones have hundred’s of objects. Between your own custom objects and the managed package objects, you can’t go past 2,500.
- Features being Retired – Two pretty big older features are officially on the retirement clock – the original Territory Management and Customizable Forecasting. Both of these will be retired and no longer usable with Summer 20 which is about a year out. There’s not a lot of companies still on these, but for the ones that are, this would be critical functionality to the Sales team. Both obviously have newer and improved models to move to, but you should be planning that migration now. In addition, the Smart Email Matching that was part of Einstein Automated Contacts has been retired. I don’t think this ever got out of beta, so clearly this wasn’t overly helpful and was removed.
- Celebrate Sales Milestones – Last, and potentially very least, we get the ability to literally have confetti fall across your screen when a user reaches the end of an Opportunity path. You can customize this to say for what Opportunities this can occur with (I’m assuming over a certain amount, etc.) and when it hits, as you can see from the screenshot below, confetti appears. This has no practical use, and I really hope a Sales person doesn’t need this type of affirmation to make their day, but who knows. It’s there to use if they need it!
Well, that’s it for the Sales and general platform side of Summer 19. This release didn’t have any ground-breaking new products, but it did have enhancements all across the board. Service Cloud – which is next up – has a bunch of killer new features and I can’t wait to write about that one. As always, if you need help with any of these features, or looking for some guidance to jump to Lightning, feel free to contact us and one of our Solution Architects will get right back to you. Thanks for reading.