It's a full-on blizzard over here in New England so I find myself yet again…
2. Salesforce Summer 19 Features – Service Cloud, Einstein for Service and Field Service Lightning
Gorgeous day out here in New England (finally) and it makes you actually feel like summer truly is around the corner. Right along with the real summer is the Summer 19 release which is another big one. In our first post, we covered all of the Sales Cloud, Sales Cloud Einstein and platform changes that were coming. In this post, we’ll be focused on Service Cloud, Service Cloud Einstein and Field Service Lightning.
It’s a big update on the Service side which always is exciting – but most of these features require Lightning. As we have been mentioning for a while on the Sales side, you need a plan to get your Service Cloud to Lightning if you aren’t already. There are very few features in Classic that don’t work in Lightning and there are a ton of new features that only work in Lightning. 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.
Alright, let’s get into the features. Feeling more mellow today, so just kicked off the chill playlist with some The xx and Radiohead, and I’m ready to go. As always, order is just based on what I think is the most interesting, but I did break-out the Service stuff from Field Service.
Service Cloud & Einstein for Service
- Case Merge – Let’s start this right off with a huge hooray for a feature we have been waiting on for years – Case Merge is finally here! Duplicate Cases are a big annoyance and issue in the service world, however unlike in the Sales world where it’s usually lazy (too harsh? Nah.) users creating the dupes, in the service world it’s your customers and it can happen in a lot of ways. Simplest way is when a customer hits you across multiple channels for the same issue. They email and then twenty seconds later they call in. This will cause two Cases. Email-to-Case is also a culprit when the customer decides to blow away your tracking strings and you wind up creating a new Case versus just associating the email to an existing Case. Needless to say, it’s very frustrating and worse, it can cause more work. Two Cases usually means two different agents are working the problem at the same time. Case merge will help with all of this. Now you can merge up to three different Cases into a single master Case. The merge works like all of the other merges where you get a nice side by side comparison of the records to select the “winning” record overall and field by field (see below). The related records mostly come with the Case – this is where the release notes say “most related lists” and doesn’t specify which ones don’t go. This is the key, and to be honest, why Case merge was always such a pain. SLAs, Emails, and all the other related lists make it a pretty big merge to handle and some of those – like the SLAs / Milestones – have logic around them. Which wins? So, hopefully the missing ones here don’t kill the feature, but we’ll see. The feed items for Case Feed also merge which is key. Finally, this is a beta for Summer 19, so keep that in mind. This is probably a feature to test a bunch before throwing it out into the wild of your call center. Awesome to see it though.
- Surveys – Another big feature for Service is that as of Summer 19, Surveys will now be free. There is a slight caveat with this in that you are limited to 300 survey responses (I assume per month?) before you need to purchase more. Keep in mind, if you have a 5% response rate on your Case Surveys (which is terrific), that means you can send out 6,000 surveys before hitting this. High volume call centers will definitely hit that max and if you’re using surveys for topics with high responses rates, you’re going to hit it too. Without that limit, this would have been another big hurray, but basically, this is great for low – medium volume service centers as you basically have free surveys. In addition to being given away, there are some new features for surveys as well. First, you can now include a link to a survey in any email template. Instead of having to automate the survey, this will allow you to send one-offs which is very handy as well. In addition, the character limits for questions and answers has been increased. Questions has been bumped from 255 to 1,000 characters and the wording for multiple choice, picklist or radio response questions has increased from 50 to 250. On the answer side, responses can now be up to 4,000 characters. All goodness there. Finally, you can now also send surveys off of Lead records. A bunch of good use cases there as well.
- Macros with Conditions – Pretty slick and powerful feature here. We can now add conditional logic to Macros so that fields or actions are handled differently based on the conditions of the Case. Essentially, this allows you to do IF, ELSEIF and ELSE expressions which really expands the flexibility of Macros. Previously, if you had this scenario, you had to build a different Macro for each scenario which can get very confusing for your agents. Now you can consolidate those into a single condition based Macro. This is also super powerful if you’re firing macros in bulk across many records. Very nice.
- Actions & Recommendations Component – There is new Service Console component that merges Next Best Action recommendations along with the other actions your agents can take. It looks like this combines the Next Best Action Component and the Guided Actions component with some added power. I’m assuming the Guided Action component is still there if you don’t have Next Best Actions or possibly this replaces it and there just simply wouldn’t be recommendations. The release notes aren’t clear here. Some of the new actions you can add in addition to flows are Quick Actions and even Field Service mobile flows. Overall, this is a really cool feature and consolidates the agent’s action zone really into one spot. Now they just have one place to look at the suggested flows they should be using and recommendations coming in from Next Best Action that they should be following. The ability to add Quick Actions here is an added bonus. In addition to consolidating it, you can control the order and which ones are pinned / mandatory by page layout. Finally, this component isn’t just for Cases. You can also add this to page layouts for Orders, Products and even Custom Objects. That is huge. I was a big fan of Guided Actions and love this even more.
- Chat & Messaging Improvements – Both LiveAgent and LiveMessage get new names with Summer 19. Live Agent is now Chat and LiveMessage is now simply Messaging. Nothing too fancy there but good to know. Outside of that, this is a big release for Messaging. First up is the added support of two big new messaging apps – Apple Business Chat and WeChat. Apple Business Chat has been in pilot for a while and is now GA. If you haven’t seen this, it’s actually really slick what Apple did (and to be clear, I’m an Android guy). Basically, embedded within the core iOS apps – like Maps, Safari or Search – you can launch into a messaging session with brands that offer Apple Business Chat as a channel. Instead of popping into a whole new app or session, the users are in a fully branded experience leveraging iMessage. So, it’s an app they are completely comfortable with and already on their phone, but with your branding. If you’re in retail in particular, this is something to look into for sure. The second new messaging app is WeChat. A lot of you might be saying WeWho, but WeChat is essentially the Facebook and Twitter of China all rolled into one app. This is a huge platform in China and if you are doing B2C business in that market, this is a must have for messaging support. The WeChat support is in pilot for Summer, but it’s big news so I included it here. For both of these channels, keep in mind, the agent experience is basically the same. It’s leveraging the Messaging interface in Lightning regardless of how those messages are coming in.Next, Messaging now supports Quick Text in Lightning. Obviously this can be a huge time saver so it will definitely be something you want to use, but definitely remember that especially in SMS you’re dealing with smaller character limits. A big quick text that you currently use in Chat, might not be appropriate for Messaging. It’s worth some training to make sure you’re using the right Quick Text for the right channel. Similar to how Chat has the ability to block sensitive data or profanity Messaging now supports this as well. Keep in mind, if you’re looking to block sensitive patterns like Social Security Numbers or Credit Cards, we have an AppExchange app called GearsDataMask that does this across every Service Cloud object and can protect you regardless of the channel used. If your company takes credit cards, protect your Service Cloud from customers sending them in unencrypted to support. We also get transcript improvements in both Chat and Messaging. Now, if agents don’t have access to certain transcript records they are notified in advance when entering Chat conferences or if other users respond to the history. Finally, on just the Chat side, it looks like the mobile chat experience has been beefed up with a bunch of user experience enhancements and also the ability to preview Knowledge articles.
- Bot Enhancements – Speaking of Chat and Messaging, Bots also gets some enhancements in Summer 19. First up is the ability for the Bot to more intelligently transfer a session to the right agent. Today that bot is forced to use the default queue for the button / channel ID which may not be relevant anymore based on the information your customers provided to the bot. Now, conditionally based on information the Bot collected, you can override that and transfer to the most appropriate agent. Next up is a very cool tool to help administrators of Bots. We now get a slick visualization of the dialogue options and trees your Bot has. This makes it really easy to visualize where you might have a dead-end or maybe an area that is too complex. It’s definitely a better birds eye view of what you’ve built than trying to look directly in the dialog details area. Finally, we get the option to add less utterances but have them in an exact-match mode so that you can test and deploy Bots faster. Essentially this removes the AI part of the Bot to analyze the utterance and is only going to fire on an exact match. The exact match is not case sensitive, but doesn’t ignore spaces or punctuation. I’d be careful using this too much on live Bots, but for testing Bots quickly this is great because having to hit the 20 utterance threshold was time consuming.
- Knowledge New Features – Knowledge gets a bunch of new features, starting with inline editing for Article drafts. This is a very cool feature as it shows a side by side of what you’re working on versus how it was so you can make changes but still see the Article. This also works for translations which is huge. See the core language right next to where you’re working on the translation and make your life a ton easier (see below). Reporting on Knowledge has just become a ton easier as well with the addition of new report relationships. You can now create relationships for reports with the following objects: Knowledge, Knowledge Articles, Knowledge Article Versions and the Case object. As part of this, we can now also get to the Data Categories object (through the Knowledge and Knowledge versions objects) and Case Articles by linking Cases to Articles and the Knowledge Articles Version objects. This is definitely a bit more complex than most reporting and a lot is due to the fact that Articles can have multiple versions of the same Article due to the version control. With all these new relationships though, we are opening up a massive amount of new reporting that we can do on Knowledge. Very cool. Another terrific enhancement is the ability to add the Knowledge component to any object. This is great, as there are plenty of use cases where other users want to search Knowledge – I mean, this is big for Sales too. The search can be added to any Lightning page now as a component. That said, it truly is just the search – the ability to add the Article into an email, or to contextually make suggestions for the Articles still only works in Cases. Another nice feature is now you can copy and paste images into the Article instead of having to use the insert button. Saves a few seconds per image but that adds up quickly. We also get a key feature from Classic in Lightning that gives the agents the ability to email out a link to the public community Article instead of having to use a PDF. This one was definitely a pain point not to have in Lightning, so great to see this addressed.Finally, we get the ability to add more lookup features to Knowledge objects. This is a great way to extend Articles for different use cases. Two really key areas where this is big is the ability to add Knowledge parent object in a master-detail relationship and the ability to add Knowledge as the target for a look-up field within the Knowledge object. For the Master Detail relationship, you can create a custom object that is a child of Knowledge – like reviews or article comments. With this, right from the Article you’ll be able to see all of the comments or reviews that have been submitted about that specific Article. Being able to target an Article in a lookup field is great as well. This is a terrific way to create Article relationships where one Article is a related Article to another. You’d still be limited to one parent – so it’s not like you can relate an Article to ten others, but this is a big start. With all of these, the related lists can be added right to the Article layout. Keep in mind though, these associated records are tied to the version of the Article they were linked to. So when you publish that new version, it essentially now has a new related list (which is probably blank). Would be interesting to see if you can do parenting with the new report types to view these across all versions….
- Skill Based Routing Improvements – Skill based routing now has a setup flow so that you can set these up without having to use code. This flow is in beta, so test it out before pushing to production. You can also build out your own custom flow and assign based on skills to leverage this as well. Both of these options are super handy. In addition, you can now flag your routing skills as “additional” instead of mandatory. Essentially what happens here is the Case will initially look for someone with the skill you’re requesting to send the work to. However, after an amount of time that you can control, it’ll drop the skill requirement and route to the best available agent even if they don’t have the skills. This is terrific for when you ideally want the Case answered by a certain skill, but it’s not required enough to potentially violate your SLAs. Make that attempt to match to the right skill first, but then give up and get it worked on. Obviously, if this is a super tricky Case type, you’ll want to keep that skill required and not use this.
- Files Attached to Emails Visibility – The Files related list for Cases now also includes Files that were sent in via Email-to-Case. Right in the component, you can see the source of where these Files came from and if needed, click right into the Email that it was from. Organizing files from the Case itself and various emails related to the Case has always been a bit of a pain in the neck and this makes it a ton easier. Love it.
- Attaching Related Files to an Email – Speaking of Email Files, a super quick enhancement makes it even easier to add images to outbound emails. Now, when selecting what files to add to the email, you have the option of selecting Related Files. This shows you a quick list of all of the files that are already associated to the Case and you can select whichever ones you want to include with the email. Great time saver for agents.
- Advanced Case 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 Cases 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.
- Social Service Enhancements – We get a few new enhancements to Social Service as well. First up is you can now see recommendations from Facebook about your users. A new field will show if the customer recommends or doesn’t recommend you. Similar to how you’d use Sentiment in email-to-case, you might want to handle those that are negative about you a little differently to try and turn them around. Maybe avoid newer agents. A nice little addition you can add to this is to track when you do flip that customer. If they do change to recommending you, that’d be a good metric for Service. Next up, we get bulk Approval / Rejecting for Social Post approvals. Super handy for organizations that are reviewing all of the agent social posts before they go live. Finally, looks like Instagram made some changes and now has the concept of an Instagram Business Account. With the business account you get full access to the APIs and it sounds like the ability to have all of the cool Social Service features. So if Instagram is important to you as a channel, you probably want to upgrade and then get access to all of this.
- Embedded Services Enhancements – Embedded Services is the new name for Snap-ins, which makes sense as this expanded to support more options. First up on the enhancements is a big one for the chat experience. Basically, users can now “leave” the chat to go browse somewhere else and then come back into the chat without killing the session. On a mobile app this is key because they might be heading off to go read / do something the agent is telling them to try – and trying to maintain multiple browser windows in a phone can be tough. Now they can do that action and come right back into the chat. Very nice. Another chat improvement is you now have control over the message area itself by leveraging Lightning Web components. Now you can tailor the look and feel of the message area to match your website or mobile app. Finally, for Field Service Lightning customers, there is now Appointment Management app that can be embedded into an app and / or website. This lets customers schedule, modify or cancel appointments tied to Field Service Lightning.
- Enable Partner Users to Send Emails from Cases – Interesting update here which really is a cross of Communities and Service Cloud. Many customers leverage Partners to provide some level of customer service to their customers. Sometimes it’s tier 1 support and then your internal team acts as the escalation point, other times, the partner actually owns the service relationship entirely. A nice enhancement now let’s partners leverage the Email functionality directly from a Case so that they can respond to a Case via email directly from your Community. Big benefit here is you get to see the Partner’s response to your customers as it’ll be tracked on the Case – as well as your Salesforce will still receive the response back from your customer. Lots of potential here if you’re in that shared service model with your partners.
- Right to Left Languages – Right to Left languages such as Hebrew and Arabic get some love in Summer 19. Not only do the page layouts now support this (see below for an example), but Messaging and Knowledge Articles now support these languages as well.
- Classic to Lightning Changes – The list of items Classic has that Lightning doesn’t is getting smaller and smaller for Service Cloud and a few more come off in Summer 19. First up is you now can see the Milestones related list in Lightning. Previously you could just see the most recent countdown, but not all of the Milestone records themselves. Another update is on the Knowledge side. Now you can restore or delete Archived Articles without having to pop into Classic. We also get the capability to mass publish Articles or mass submit Articles for translation from list views. Another Knowledge one is a pretty big one and we mentioned it above which was the ability to send your public Knowledge Article link in an email being sent from within the Case. Finally with Knowledge you can manage your workflow actions and view promoted search terms in Lightning as well. Overall, this was a big release to bump Knowledge to parity with Classic.
Field Service Lightning
- FSL App Enhancements – This is a big update for the mobile app mostly focused on technician productivity. First up is Deep Linking. Deep Linking allows you to add links to specific screens or tabs within the FSL app in outside pages. This sounds like a simple thing, but one of the big power of FSL is that it runs on native Android and iOS devices, which means technicians can take advantage of other apps. Now you can have them within those other apps – billing, navigation, proprietary apps, or even Communities – and then have a link that brings them right back to where you need them in FSL. It really allows you to embed FSL into flows that cross multiple apps. We also get the ability to upload multiple images at a time from the FSL app and view them in a much easier fashion. Take a look at the screenshot below and you can see how the technician can view the images in a carousel to quickly swipe across them, but also see the thumbnails of all of the images. In addition Android now can see the related list for Files (iOS already could) so the technicians can see Files or images that were already on the record they are looking at. Can’t stress enough how important images are to field technicians – whether it’s pictures of what they are trying to fix, or pictures of the site they are delivering – they are a huge value add for them to understand their Work Order. Finally, the app now supports unlocking it with TouchID or FaceID.
- Console Map Enhancements – The Console Map gets some really cool enhancements with Summer 19. First, you can now pop the map out of the console and drag it around to make it bigger and really work with it easier. Once you do that you can drag appointments directly from the map into the Gantt to schedule them, or click into the appointment to view more details about it. For the appointment displays across the map, each appointment icon now has a small bar across the top that display the color coding for that appointment in your Gantt. So, if you’ve set all of your critical appointments to red in the Gantt palette, there will be a small red bar across the top of those appointments on the map. Terrific way to see what’s important on the map without having to keep flipping back and forth to the Gantt. Finally, in places where you have a high density of appointments in an area, it’s easy to lose track of what’s there as they all overlap. Now, with Marker Clustering you can quickly group those appointments into clusters to make the map easier to read. As you can see below, in the cluster icon, it’ll show a number to show how many appointments are in that cluster and near that marker. All of these are super useful and really extend the power of the Console Map for a dispatcher. Love it.
- Enhanced Optimization – Let’s face it, scheduling isn’t easy. Customers cancel and reschedule at the last minute. Technicians get sick or maybe get bogged down at an appointment that takes much longer than expected. Equipment fails and trucks break-down. Traffic, weather, road closures – you name it – and it impacts your scheduling. Part of the art of being a dispatcher is trying to manage all of these factors and minimizing the disruption to the schedule for the day. One of the areas FSL is very focused on is providing tools to help with this and suggest optimized schedules to your dispatchers. With Summer 19 we get a a slew of enhancements to this that focus on those last minute changes that impact a schedule that is already in place and tries to help re-arrange it smoothly. The first of this is the ability to create Optimization Recipes for common changes. You can create logic that determines what happens when an appointment cancels or re-schedules with a new time (“I need you to come an hour later because I’m not at the house yet”), or when you realize you’ve double booked a technician and you have overlapping appointments. You can create multiple recipes for different categories and changes so that you can reset your schedule based on these impacts. In addition to the recipes, the travel time estimates get a bit smarter as well. The travel time estimates now incorporate time of day route data to make those estimates smarter. So if all roads heading into Boston are backed up for miles every weekday from 8AM – 10AM, the estimate will reflect this and not assume the travel time is 15 minutes. The travel time gaps are huge in figuring out the optimal route, so this is great information to see packed in there (would love to see commercial mapping or real time traffic at some point!). Finally, the ultimate challenge is that last minute change in the middle of the day. We now have the ability to run a rapid in-day optimizer which will re-do the schedule to try and get the team back on schedule. Please note, all of these are in beta and being this is a critical part of FSL, this is definitely something you want to test and understand fully before trying in a live scenario. Maybe even run it in parallel in your sandbox with live data to see how it performs versus your own tribal knowledge and efforts. It’ll never be perfect (it’ll never know Mrs. Johnson makes cookies for her technicians and talks their ear off for an hour overtime) but if it provides an accurate starting point, that is a huge benefit.
- Scheduling Limits – Speaking of scheduling optimization, another new feature allows you to now set limits to how much of a scheduled period can have different work types. For example, if you have lower priority work types – like general maintenance requests – you can limit a schedule to never be able to have more than 25% of the appointments as this type of work. Great way to ensure these lower priority work orders are being worked but that they aren’t overwhelming the schedule. I could also see this being used for intense type of work – like hazard time – where you limit that to one per day so you don’t burn out your team. Great feature.
- Long Term View on the Gantt – There is now a “Long-Term” view option in the Gantt chart that let’s you view appointments up to six months out. You can choose how many months you want to look out and if you want weekends including when selecting this. You can also filter out multiday appointments if needed. Super handy for those companies that do a lot of longer term scheduling – especially ones with recurring service appointments through-out the year.
- Automatically Create Time Sheets – If you’re using Time Tracking, this feature is a life saver. Currently, users need to pre-create their time-sheets to then apply their time to it which adds extra steps for the users. You could do this custom – but now, it’s out of the box. Now you can have FSL automatically create time-sheets in advance. You can control the frequency this happens, the start date and the time range. This gets assigned to user profiles that you select and from their Time Sheets will be automatically created for all Service Resources belonging to those profiles. From there, users can edit them and obviously add their time. Super handy – but please note, this is in beta, so test a bit before putting into production.
- Other FSL Changes – In Spring 19 we talked about Crew Management and how much more flexible it was getting. In Summer 19, this is now GA. A new Shift object is now available in FSL. If you schedule based on shifts, you can use this with your appointments. There’s no logic built into this yet, but the standard object is there as the starting point to use. Finally, you can now sort your related lists in the Service Reports.
- Shower Productive Users with Confetti – I’m not even going here.
I’d say that was it for Service Cloud & FSL, but that doesn’t seem to do this justice. This is a big release for service. Case Merge, free Surveys, the super cool Recommendations & Actions component and a massive update to Knowledge. A ton of updates here and I can’t wait to get my hands on them. In part three, we’ll be hitting the Collaboration features in Communities, Chatter and Files. As always, if you have any questions, or want help setting these up, feel free to send us a Contact Us – or uses our Gearybot on the Contact Us – and an Architect will get right back to you. Thanks for reading – and get onto Lightning!