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Salesforce Summer 20 Features – Lightning Sales Cloud, Einstein Sales Cloud and Force

Summer 20
1. Salesforce Summer 20 Features – Lightning Sales Cloud, Einstein Sales Cloud and Force
2. Salesforce Summer 20 Features – Service Cloud, Einstein for Service, Einstein Bots and Field Service Lightning
3. Salesforce Summer 20 Features – Communities, myTrailhead & Quip
4. Salesforce Summer 20 Features – CPQ
5. Salesforce Summer 20 Features – Pardot
Salesforce Summer 20

Even though Salesforce’s Summer 20 is delayed a bit (coming out in mid-July now), the release notes are out which means it’s time for our release write-ups. Before jumping in, I just want to say I hope everyone is healthy and hanging in there with the pandemic and all of the impacts from it. Definitely strange times for all and hard times for a lot of folks. The Gears world is just a small microcosm of what’s happening, but even in our small view across our customers, employees, and families, it’s clear this is hitting some a lot worse than others. If you are one of the fortunate ones that aren’t being hit hard, this is certainly a time to think about the less fortunate and donate – food banks, first responders, even hotlines for domestic abuse are unfortunately having record demand – whatever way that works for you as there is a lot of need out there. At Gears, we have been matching all of our employee donations for these causes, and Salesforce (which obviously has much more reach than we do) is doing a terrific match for the World Food Program where they are matching all donations up to $150k. It’s a great way to double your impact if you’re able to.

Alright, well, one upside of being stuck at home is there’s more time to write-up blogs. For Summer 20 we’re going to break away from our usual four-part blog format and introduce a fifth blog. Here’s the order we’ll be going in:

Let’s dive into the Sales Cloud, Platform, and Einstein for Sales features. I have a terrific Radiohead concert from Bonnaroo 2006 (by the way, if you’re a Radiohead fan and haven’t checked out the content in the Radiohead Public Library you are seriously missing out on some amazing stuff) cranking so I’m ready to write. As always, the order is a bit random, mostly just in the order I think is the most interesting. Also, the assumption is all of these features are just for Lightning, which has been the case for over a year now.

  • Split Views for List Views – With the roll-out of Lightning, we got the Kanban view within List Views and that was pretty neat – it was a nice way to visualize List Views, but it didn’t really change how you interacted with them much. Split Views really changes how you’ll interact with List Views and will absolutely be something your users will love (this is now officially one of the features you need to show-off as a reason for moving to Lightning if you haven’t already). Split View turns any list view into a console-like approach with the list of records on the left and then the detail record you’re currently clicked into on to the right. This goes back to the old school console days (not the current console, but the original console) but that was a bit of a pain to use and you literally had to go to it, etc. This is simple – go to a list view and switch it to a split view to quickly rip through and view records within it. No more needing to open multiple tabs to see these records. Super cool.
    Split View List View
  • Einstein Voice Assistant – Einstein Voice Assistant – the Siri of Salesforce – is still in beta but it gets a slew of improvements with Summer 20. The first is around the Voice Skill Sets where we get a group of pre-built skill sets – Sales and Service – that can be enabled and assigned to your users. Previously, you needed to build all of these from scratch. You still have the ability to create your own, but the pre-built skill sets will definitely help to roll out the basics much quicker to your users. Along with the easier setup, launching the Virtual Assistant is even easier. Instead of having to find the skill to launch, you can launch it simply by clicking on a new microphone icon. Finally, the Voice Assistant also has some new functionality as well. Instead of just creating records, it can actually read directly from records – like the email or phone number from a Contact. Pretty cool. The create functionality has also been expanded from just creating some of the core objects to being able to create Custom Objects and also update event and task records – including multiple fields at the same time. Lots of improvements here. I have to admit, I’m not a big voice assistant user – not just with Salesforce, but with my phone as well – but it is very cool to see the expansion here with Salesforce’s offering.
    Salesforce Voice Assistant – Setup
  • Multi-Step Walkthroughs for In-App Training – Summer 20 delivers a pretty cool In-App Guidance Builder that allows you to build multi-step step-by-step walkthroughs for your users. You can leverage docked or floating prompts (floating prompts can now be moved by the user if they are in the way) on a page to highlight in-app training points and with the new multi-step functionality include up to 10 steps of learning. The new builder is pretty slick – it takes a lot of the functionality from other Lightning Builders – and allows an admin to build out these walkthroughs. This does require you to be subscribed to myTrailhead in order to leverage – with that subscription you get 500 walkthroughs for your users and anything additional will need to be paid for. This is a cool feature for orgs that have a lot of users and not enough admins / power users to continually train them, and for instances that are continually firing out new features. It’s a powerful way to enable users to use all of the new functionality you’re working hard on.
    In-App Guidance Builder
  • Trigger Flows in new ways – A very cool new feature in flow allows you to create actions that act like an after trigger – basically firing once a record has been created or updated & saved. For a long time, a running joke with my development team is how I always say “can’t you just build a trigger for that?” – and this is now yet another scenario where that line is outdated. Kidding aside, this is another area where you can reduce your apex overhead by leveraging flow instead – but as always, make sure you’re testing and keeping an eye on the order of operations when mixing apex and flow. In addition, we get the ability to trigger a flow with a Platform Event message. Previously you needed to use Flow Builder and Process Builder to do this, but now you can do it all within the Flow Builder.
  • Reports & Dashboards – We’ve seen some big improvements to the Lightning Report & Dashboard builders over the past release, and Summer 20 looks like it’s making some adjustments to those bigger improvements. First, we get the ability to finally create a report type for Price Book Entries. You can use Price Book Entries as the primary object or even leverage it as a secondary object when Products are the primary. This one has been a long time coming, so good to see. Next up on Knowledge reports, you can now leverage Categories as a filter. Not only can you filter them by the Category but you get some new operators as well – at, above, below and above or below. This lets you filter by all categories above, below, or both of the categories you’re adding in as a filter. These filters are available in any report type that has Knowledge Articles. This is a huge improvement for Knowledge reporting and I love the extra twist that Salesforce added here. Another enhancement is the powerful row-level formulas you can use now in reports have been enhanced to allow 5 unique field values. Previously this limit was 3 unique fields. For report subscriptions, users now have the option to include a .csv attachment to their subscription. This will send a .csv file of the report results within the email. This feature is still in beta, so there might be some issues you need to keep an eye on (if it’s going to struggle anywhere, it’s probably larger reports with lots of rows or columns). Finally, it looks like with Winter 21 (which is the next release), the legacy folder sharing is going to be retired and everyone will be put onto enhanced folder sharing. Enhanced folder sharing is way better, but you may need to do some user-level access clean-up as part of this switch. I’d get ahead of this and do it now versus when it hits suddenly when Winter 21 rolls-out.
    Knowledge Category Filters with new Operators
  • Manufacturing Cloud Updates – We dedicated an entire blog post to Manufacturing Cloud during the Spring 20 write-up and even did a webinar to show it off. For Manufacturing customers, this is a great addition to Sales Cloud and with Summer 20 we get a wave of enhancements. First up is a big new feature around Targets. Targets can be assigned at the user level, account level, product level, and by period. This gives you a ton of flexibility in how you would set your targets and with manufacturing companies this is key. A lot of their targeting can be around driving demand within specific accounts or a specific product line. Keep in mind with manufacturing, not all orders are equal – even if they are the same size. If you have a product line with manufacturing capacity, that capacity most likely can’t be leveraged for another product line. So, if Product A is underperforming and Product B is at target, you will want to drive more sales of Product A to maximize your production capacity. Selling more of Product B starts to actually create fulfillment issues. The time periods are also a great factor here and can help you to try to drive targets to smooth out hockey sticks that crush your ability to fulfill all of the orders and pull orders in at times where you know you have excess capacity. All of the Targets created can be reported on with standard reports & dashboards as well as the Einstein Analytics package. In addition, at the Account level, all targets can be viewed on a single page. This will be a great feature to leverage. Account Forecasting also gets some improvements, the first of which allows you to identify key accounts and products. You can then create forecasts for those key accounts and products that will appear in the Forecasting tab and within reports. The Forecast Analysis Dashboard within the Einstein Analytics package has also been updated to support these new metrics. Sales Agreements now fully support multi-currency environments by allowing all revenue metrics within the Sales Agreement to be viewed in a single currency. Finally, even if you don’t have the Einstein Analytics Manufacturing add-on (which we highly recommend for all Manufacturing Cloud customers as it’s amazing), you now have a quick dashboard within the Account record that summarizes the Manufacturing data for that account in one place. See what percent of revenue has been recognized, overall account performance, and what Sales Agreement renewals you have coming up in one pre-built dashboard. Awesome to see all of these enhancements for what is quickly becoming a favorite product of ours and excited for where this is going in Winter 21 as well!
    Assign Targets at the Account, Product, Team Member or Period Levels
  • Einstein Scoring Updates – For Opportunity Scoring, users now can only see factors within the scoring for fields they have access to. For example, if a user doesn’t have access to the Industry field, scoring will no longer present this as a factor to that user. Keep in mind, it still is a factor in the scoring though, so it’s possible your users could be a bit confused when they see something like a high score, but they can’t see the main factor(s) that cause that. On the Lead Scoring side, the scoring model now includes activity data within the scoring. Presumably, this will make the scoring even more accurate as they can see customer activity data against the lead (probably even more powerful if you’re using something like Pardot that has your Marketing Activities synced to the lead as well).
  • Einstein Prediction Enhancements – We’ve been able to define the data set and the segments for your Prediction Model but with Summer 20 we get to define the prediction set as well. This essentially allows you to determine which records you actually want Einstein to scope as part of your prediction. In addition, you can now run a report of your prediction data as you’re building your model. This will let you determine if you have the right data and records within the model while you’re building it, instead of finding out after the fact. Finally, within your model, you can now do field-to-field comparisons which is very cool. This lets you add conditions where one field is greater or less than another field within the record. All of these are great enhancements to Prediction Builder – and just as a reminder, we talked about in Spring 20 how you now get one Prediction Model free per instance, so this is definitely a feature to check out.
    Define what records you want Predictions for
  • High Velocity Sales Improvements – This is a big release for the High Velocity Sales (HVS) add-on, but keep in mind, this is available at an extra cost and is not part of the core Sales Cloud. The first big enhancement is Einstein Call Coaching. This leverages recordings of sales calls within HVS to give sales managers a great interface to review how calls went, detect trends within their sales team, and leverage these opportunities for coaching. The recording screen (see below) uses colors to display the different people on the call and highlights specific mentions like competitors, products, pricing discussions and custom keywords that you can add (custom keywords would be terrific for tracking any no-no’s a sales rep might say – like the word “guarantee” on an investment call). The call screen shows a tally of these events and lets the manager jump to those specific marks in the conversation to hear what was said. In addition, these insights can be leveraged within reports and dashboards to look across all recordings in order to see metrics like what competitors are mentioned the most, what custom keywords are used, and how often, etc. This is a great new feature for sales managers (I’d love to see this in Service Cloud too!). On the Sales Cadences side, you can now build branches within the Cadences based on email replies. So if a customer replies, they can be routed down a different path than someone who hasn’t replied yet. Definitely useful. Speaking of email responses, right from the email thread itself, sales users can now see the status of the email – like whether it was opened or responded to yet. Instead of having to click into each email to see the status, they can see it all easily from one view. Sales reps can now also group their emails from the Sales Cadences into a thread so they can view the entire interaction in one place. It looks like the sales users have some control over what emails to group, which is a nice way to track only the emails the sales users care about. Finally, with emails, administrators now have the ability to not track email in HVS if they need to for customer privacy reasons. This definitely takes away some of the power here, but in certain industries, you simply don’t have a choice. The last new features to discuss allow sales reps to take a bit more of personal control over specific sales cadences by either advancing it to the next step automatically or even pulling someone out of the cadence to ensure they don’t continue to receive the next steps. Especially useful for when the conversation has moved into full selling and is no longer trying to drum up the lead to respond. Some big updates here and it’s clear this is a focus area for Salesforce within Sales Cloud.
    Call Coaching with High Velocity Sales
  • Quick Actions to Assign Tasks to Queues – We just pretty recently got the ability to assign Tasks to a Queue versus needing a specific user, and now this is even easier for users to do. We now can leverage quick action on record pages or global actions to allow users to rapidly assign their Tasks to a queue.
  • Expanded Opportunity Splits – You can now leverage up to 6 custom opportunity splits – double the previous limit of 3. This doesn’t include the default revenue and overlay splits that aren’t considered custom. This one is a rare feature that also works in Classic.
  • Enterprise Territory Management – Two quick improvements to Enterprise Territory Management in Summer 20. First, you get some more granular controls over visibility around child territories of your users. You can now determine whether users can view or edit opportunities they don’t own in child territories of their own territory. In addition, you can now update your labels for singular and plural versions of your territory’s name. Nothing big here, but both nice enhancements especially if you’re in a situation that needs it.
  • Push Notifications for Mobile – Push notifications from Salesforce can now be leveraged by any external app – set up as a subscription. Along with this, the hourly notifications limits for sending notifications has been increased significantly to 20,000 iOS and 10,000 Android notifications per hour per org. If you’re a user of a connected app or the creator of one, these will certainly help to leverage Salesforce Mobile even more.
  • Lightning Experience for iPads – You can now experience the desktop (Lightning Experience) version of Salesforce from an iPad directly from a Safari browser. It’s been a while since I’ve used an iPad, so not sure how this will look, but some people are heavy iPad users and this will be much better than leveraging the Salesforce Mobile version.
  • Big Deal Alerts – Big Deal Alerts are now available in Lightning. Previously this was only available in Classic.
  • Lightning Sync Retiring – For both Gmail and Outlook, Summer 20 will be the last release new customers will be able to use Lightning Sync (we hardly knew you…). Starting with Winter 21, all new instances will need to leverage Einstein Activity Capture for activity, contact, and event syncing. For now, all customers already using Lightning Sync will be able to continue using it, but like the past syncs that have been phased out, this means it won’t be updated and will quickly not support newer versions and features of Outlook/Exchange/Gmail. If you’re using Lightning Sync, it’s definitely worth starting to look at Einstein Activity Capture and get ahead of this as that will be where all the new enhancements will likely be focused going forward.
  • Other Retiring Features Reminder – We have some big features retiring with Summer 20 and upcoming releases that are worth the reminder. Customizable Forecasting is being retired and will no longer be accessible as of Summer 20 – in other words as of when this release we’re writing about goes live! So, right now until mid-July is your last chance to get off of it and migrate to Collaborative Forecasting. The original Territory Management is also being retired, but that isn’t until Summer 21, so you have a year to get off of that. Salesforce for Outlook is also being retired in December 2020. As we mentioned above, everything is shifting towards Einstein Activity Capture going forward. Finally, cleanse and prospector are also being retired as of 7/31. Licenses can no longer be renewed so, whenever your contract is up, they will stop working.
  • Confetti now works in Kanban Views – I’m not sure how we functioned without this previously.

Alright, well that’s it for the Sales Cloud and Platform side of things. Some great individual updates, but nothing really big on this side for Summer 20. This was a big release for Pardot and CPQ which is part of the Sales Cloud family, but we’ll be breaking those out into specific posts. Next up, we’ll be hitting Service Cloud, Field Service Lightning, and Digital Engagement. As always, if you have any questions on the above, or you are looking for help to implement any of these features, feel free to contact us and one of our architects will be in touch right away. Thanks for reading and stay safe out there.

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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