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

Winter 20
1. Salesforce Winter 20 Features – Lightning Sales Cloud, Einstein Sales Cloud and Force
2. Salesforce Winter 20 Features – Service Cloud, Einstein for Service and Field Service Lightning
3. Salesforce Winter 20 Features – Communities, Chatter, Quip, myTrailhead & Files
4. Salesforce Winter 20 Features – Community Security Enhancements
Winter 20 Release
Winter 20 Release

Winter 20 is coming right around the corner and I am super late with these blog posts. The main reason I’m late is last week we had our annual company meeting for 2019 up in Ogunquit Maine. At Gears, these company meetings are a big deal. As a fully virtual company, this really is the only time we are able to get together and see each other. It’s pretty crazy having everyone together. The energy is awesome and it never ceases to amaze me how much the team gels. Sometimes we have Gearys that have been working together on projects “side by side” without actually having met each other – and boom – they meet that first time at the company meeting and it’s magical.

While this meeting is a ton of fun, it’s also a lot of work. We pack in our vision and plan for the next year, training, hackathons, and what has to be the funniest awards dinner ever. This was our 8th company meeting – and it’s a little overwhelming how they’ve only gotten better as we’ve gotten bigger. Our first one was 6 of us and this one was nearly 100 of us. I already can’t wait for next year’s where we’ll probably have over 125 of us. As a side note, we are hiring across all positions – you just need to love Salesforce and love your teams and you’ll be a fit. If you’re interested, please reach out at Would love to have you join this crazy and awesome team.

2019 Gearys
2019 Gearys

Needless to say, I have a ton to prepare for that, so my last two weekends were wiped out. I’m back and ready now. Winter 20 is a big one (the ones around Dreamforce always seem to be). We’re already starting to see some of the Dreamforce press releases about some of the new features and products and a lot of those are part of Winter 20. Let’s dive right in. I have some old school Appliance and some new school Thom Yorke (who I’m catching live in Toronto this Friday. Woo hoo!) playing to get me in the mood, and as always, the order is based on what we think is the coolest. In addition, the assumption is you need Lightning for all of the below. If you’re not on Lightning yet, what are you waiting for? Reach out and we’ll get you there. 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:

  • Einstein Search Results – Search gets a super interesting overhaul with Winter 20. First, you get what Salesforce calls Enhanced Instant Results. Essentially this allows you – right from the search results – to pop open a preview of the record, including some quick details, record actions, and related links. In theory, you could get everything you need right from search and not have to actually dive into the record. This gets coupled with another new feature that allows Salesforce to open this preview for you automatically. This is pretty wild and could be awesome when it works, but basically, if Salesforce has a high confidence based on what you searched for and your search patterns that it *knows* the record you are looking for, it’ll automatically open a preview of that record at the top of the results. These two combined could be a huge time saver for users. In addition to this, we also get more personalized and tailored search capabilities. First, as an admin, you can now create specific search layouts based on the user’s profile, focusing the results on what data these profiles care about. If this wasn’t enough, the Personalized Search Results could put you over the top. Einstein search will essentially re-order your search results to return the records it feels each user is more interested in based not just on the search results, but also how often they’ve looked at this record (super cool), record ownership (not just your own records, but also records owned by people you care about), and even location if they see the user tends to look for records in a certain city, state or country. It also includes “Specialization” which means it’s looking for Industries or Products that you prefer – I have no idea how that would work, but it’s in there. This is pretty amazing. It’s worth noting all of this is in beta for Winter 20, but you can turn it on and test it out. The personalized stuff probably won’t really kick in until you’ve had some search volume going, but this is all pretty awesome stuff.


    Einstein Search in Winter 20
    Einstein Search in Winter 20

    October 12 Update: We just got Winter 20 in our own org and discovered that to turn on this beta, you must have at least 150 active user licenses. Not sure if that will be a requirement once this is GA, but that is a bit disappointing. We only have 100 users so won’t be able to use this.

    Einstein Search Requirements
  • Conversational Search – Yet another Search enhancement with Conversational Search. This is different than just the search results which is why I’m breaking it out as its own feature. This is sort of like Alexa for Salesforce search, in that you can search more for a set of records, like “my opportunities this month.” By using these conversational terms like “last week”, “my”, “closed”, etc. instead of searching for those words in text, it’ll generate search results like a report. So, that term “my opportunities last month” won’t look for records called “my opportunities last month”, but instead will return all of the opportunities you created last month. Pretty sick. Again, this is also in beta, so test it out first.


  • New Mobile App – The Mobile app also gets an overhaul with Winter 20 with an all-new mobile experience. The old mobile app always was super strong functionality-wise, so there doesn’t seem to be much change there. Most of the changes seem to be around modernizing the UI and improving the user experience navigating with it. Things like the actions are now moved to the top, tabs are stacked instead of swiping, the ability to launch Lightning apps directly, etc. Overall it looks very slick and modern. It launches to the various stores on October 14th, so be sure to check it out.
    The New Salesforce Mobile App
    The New Salesforce Mobile App


  • Manufacturing Cloud – The launch of Manufacturing Cloud as one of the latest Industry-specific cloud is one of the press releases Salesforce has sent pre-Dreamforce. This is an exciting one specifically for Sales users within manufacturing organizations. Manufacturing Cloud is an add-on product to Sales Cloud that includes a range of features that are very relevant to manufacturing companies. The first of these is around forecasting. Forecasting has always been a bit of a loaded term for manufacturers. What exactly are you forecasting in Salesforce? For manufacturing companies, they typically don’t get the revenue until the product is built and shipped out the door. Due to this, in Salesforce you’re most often just forecasting the booking of a sale, but you’re missing the actual fulfillment of that sale which is what you need for revenue tracking which is usually sitting in the ERP system. Manufacturing Cloud attacks this problem head-on by adding new objects for forecasting where you can pull fulfillment information about when that order (and keep in mind, orders don’t always ship entirely at the same time) will be fulfilled and in what increments. This allows us for the first time to have an end-to-end forecast for manufacturers within Salesforce.Obviously, this requires some integration with the ERP, but once you pull that data in this gives us out-of-the-box reporting and tools to manage those forecasts. It also allows us to utilize Orders, Opportunities, Sales Agreements (about to talk about this next), contracts and the fulfillment information from the ERP. In addition you can leverage a pre-built package within Einstein Analytics to get even deeper analysis in one place. Super powerful. One aspect to the forecasting are Sales Agreements which are also included in Manufacturing Cloud. This allows you to keep track – at an Account level – of your planned, actual and forecasted quantities for all products within an agreement. This is a big component of accurate forecasting because many times a customer is ordering a large quantity of products in advance – say a year’s worth – but that won’t all be shipped at once. It’ll be fulfilled across the year. One huge pain-point is tracking if the customer ever hit their commitments and forecasting how each customer is doing against these agreements. After all, typically they are getting a better discount due to committing to buy more. Now a manufacturer can track how each account is performing against these agreements. All of this combined is super powerful for a manufacturing customer and this is just the first release of Manufacturing Cloud. We’re super excited about this product, which is why we are one of the first partners getting enabled on implementing this. If you’re as excited as we are, please contact us, and we can walk you through our Manufacturing Cloud package and how you can get started with more accurate forecasting too.
    Sales Agreements in Manufacturing Cloud
    Sales Agreements in Manufacturing Cloud


  • Email Improvements – The Lightning email component – which is already drastically better than the Classic email experience – gets a few additional features. First, it’s even easier to add Files to an email as an attachment. Now, you can click on a “Related Files” list that will display all Files already associated to the record you’re emailing from. From there you just click the file you want to attach to the email and you’re all set. Next, you can now add in in-line images with a simple copy and paste. No more needing to download the image to your laptop and then attach. Service Cloud has had this for a little bit and it’s huge to see Sales get it too. Finally, the numbers have been beefed up regarding how many people you can email. You can now email up to 150 people across the To, CC and BCC fields (previously you could only have 100 in the To and 25 in each the BCC and CC fields). This definitely starts to head into the gray area of mass emails though…


  • Activities Enhancements – The awesome activity timeline in Lightning gets a few new enhancements too. First up, Archived Activities are now much easier to get to. Previously you could only view an archived activity and you couldn’t interact with it; now you can see up to 2,000 activities in the timeline and related list whether they are archived or not. With this, we get back the old “View All” button that toggles a nice activity timeline of the entire activities list (this can also be printed if needed). Now that we’ve added the ability to see a ton of activities in the timeline, Salesforce has also changed how they are presented by grouping them up by month. This organizes the timeline in a nice, really easy to read fashion. It’s easier to just look at the screenshot below to see how it works, rather than me describing it. It’s a nice touch. Finally, right from the table view, you now have the ability to close the task with one click.
    Activity Timeline Grouping
    Activity Timeline Grouping


  • Report Updates – Some nice reporting improvements with this release too. First, the very cool Row Level Formulas functionality is now GA. We wrote about this a lot in Summer 19’s post when it was beta. Next is a super cool feature that allows you to filter reports by comparing two fields in the report. We all have those formula fields on our objects that are there just for report filtering, wasting space, but totally needed. Now, instead of having to build a formula field to filter off, within the report you can now compare two fields as part of the filters. Say you had two currency fields on your Opportunities, maybe a roll-up from Opportunity Products. Now you can add a filter that says only include records where Field 1 is greater than Field 2 (see below for the screenshot). Super cool. It is a beta, so use carefully. Another very cool feature (also a beta though!) is a Unique Count function for report columns. Instead of just counting the number of rows you can now count the number of unique values in a row. Huge! If you want to count how many Customers are in your Opportunity report, you can put a Unique Count on the Account Name column and see that you have 80 Opportunities across 65 Accounts. Boom. Where was this when I was an admin trying to run sales reports for my VP of Sales?
    Report Filtering across Fields
    Report Filtering across Fields


  • Improved Opportunity Contact Roles & Account Teams – Opportunity Contact Roles and Accounts teams are two of the super old standard objects. Some of those original objects (there are very few remaining) have always been more restricted than newer standard objects or custom objects. With Winter 20, these two objects get the full treatment and now act like the rest of the objects. This means you can now add custom fields, page layouts, validation rules and run apex triggers easily against them (for some reason, the Account team notes call out Process Builder and Workflow and they are not on the Opportunity Contact Roles note. Not sure if that’s an oversight or if, for some reason, they are truly excluded from the Contact Roles…). In addition, these can now be added to report types. There has never been a critical need on these, but it was always annoying when you had a use case and couldn’t do it. Glad to see these two updated.


  • Dependent Picklists for Opportunity Products – I like this one. Now, when a Sales user has an Opportunity Product and its attributes you can set up dependent picklists to gather additional data. Super handy when trying to gather additional needs around the product without setting up new SKUs for the products.
    Opportunity Products Dependent Picklists
    Opportunity Products Dependent Picklists


  • Permission Set Groups – Pretty cool feature for the admins out there stuck managing tons of different permission sets. Now you can group different permission sets into a Permission Set Group and assign the entire group to users instead of having to go one at a time. In addition, you have the ability to “mute” a permission within the group if things change, without having to rebuild the entire group. Big time saver for admins, but this is a beta feature – so proceed with caution!


  • Approval Limits Bumped Up – The total amount of approvals you’re allowed to have has been increased. Previously you could only have 1,000 approval processes in your org and 300 approval processes on a single object – regardless of whether they are active or not. Now we can have up to 1,000 active processes in the org and 2,000 total processes in total as well as 300 active processes per object and 500 in total. Definitely nice to see as these approvals can get complex and big. In addition to this, we also get more control over the delivery of approval requests. You can now choose the method of the notification for desktop and mobile.


  • Field References – The “where is this field used” is now GA and this might be an admin’s best friend. Every field now has a simple “where is this used” button that allows you to see any formulas, layouts, apex, or even reports that has this field is located in. This was a pilot last release and the support for Reports is new to Winter 20. This is terrific and a must use by admins.


  • Even more Custom Objects – In Summer 19, the total custom objects allowed was bumped up to 2,500. With Winter 20, it’s now 3,000. Keep in mind, this is a balance of objects allowed by your Salesforce version and installed via the AppExchange, so if you’re not on Unlimited, you still can’t get to the full 3,000.


  • Einstein Lead Scoring Controls – By default, Einstein Lead Scoring used to score all of your Leads. With Winter 20, you can now add filter criteria to Lead Scoring to control which Leads it scores.


  • Einstein Opportunity Scoring Updates – Opportunity Scoring gets a few small updates. First, you can now add the calculated Opportunity Score to standard Opportunity reports. Before you could only add these to custom report types which was a pain. In addition, you can now add the Model Factors to your custom reports. This would let a Sales user see which factors contributed the most to their scores. Not sure I’d use this much myself, but if you have a sophisticated Sales team using this, it’d be handy. In addition, these factors and scores are now API accessible.


  • My Team’s Opportunities in List Views – Hard to believe this was never an option (I had to double-check to make sure it wasn’t in Classic before), but you now have the ability to create Opportunity List View features to limit it to Opportunities owned by your team. This isn’t leveraging the Opportunity Team functionality (that’s still an option as My Opportunity Teams) but rather the role hierarchy to show the team that roles up to you. Super handy.


  • Mass Actions in List Views – A cool enhancement to the Mass Actions functionality in List Views. Now, if you add a quick filter or if you run a search within the List View, you can apply a Mass Action to that subset of records instead of having to apply it to the full list. Super handy.


  • Forecasting Updates – You can now run Collaborative Forecasts for Product Families based on more dates then just the Close Date. You now have the ability to run it by Product Family Revenue or Product Family Quantity by the Product Date or the Schedule Date. A lot more flexibility for complex forecast reporting. In addition, if you’re using Einstein Forecasting, it now supports Quarterly forecasts as well.


  • Topics Features – Two quick hitters for Topics, which you know I love. First is you can now filter List Views with Topics. You can add filters for up to two topics at a time. Love it. Second is one that was in Classic already, but now records will appear on the Topic pages. So, if you add a topic to a record, you’ll be able to see it when you go into that topic’s page. I loved this feature before, so happy to see it in Lightning.


  • Calendar Availability View – If you use the Salesforce calendar, you’re going to love the new Availability View. This is similar to the old Multi-User View, but with the new Lightning UI, is much easier to read and figure out how people’s calendars look for a given day. In addition to this, the event cards within the calendar now have more information. They now show the subject, time and the related record right from the main calendar view.
    Calendar Availability View
    Calendar Availability View


  • Price Book Entries Audit Tracking – You can now enable Field History Tracking on Price Book Entries. One of those features you don’t realize you need until someone messes up the pricing and you’re trying to figure out who. Definitely handy. This one is also available in Classic.


  • Dynamic Help Menus – Never had anyone ask for this, but it’s an interesting new feature. You can now control which of the top-level help menu items appear to which users. The help menu typically has prompts for the following: Getting Started section, Help for This Page section, Search Documentation link, View Keyboard Shortcuts link, Go to Trailhead link, Get Support link, and Give Feedback to Salesforce link. Now, by profile, you can set which ones you want users to see. Especially if you have your own training documentation and you’re using the Custom Help functionality, I can see this being very handy. Speaking of Custom Help, the URL length for those fields has been increased to 1,000 characters as well.


  • Classic Features now in Lightning – It’s an ever-shrinking list, but Winter 20 also brings a few features from Classic back to Lightning that we were missing before. Here are the quick hits:
    • Recycling Bin – No more switching over to Classic to get to the Recycling Bin. It mostly works exactly the same, the only real difference is that you can’t restore Reports & Dashboards for some reason. You still need to flip to Classic for that.
    • Records on Topic Pages – Mentioned this above in the Topic Features one, but again, you can now see records that were flagged with a Topic on the Topic page.
    • Printable List Views – Last release we got the print feature back for pages, and now we get the print back for List Views. Complete with the Salesforce logo and all. This isn’t available on all objects, but it covers most of the core standard objects and custom objects. (There is a little irony that we are still rolling out printing features for a cloud tool at the same time Salesforce rolls out a sustainability cloud to track a company’s environmental impact. I wonder if you get dinged every time you use this feature?)
      List View Printing - Back to the 90's...
      List View Printing – Back to the 90’s…


    • Signatures in Email Templates – Lightning Email Templates now support the ability to add your signature as a merge field. You just need to add {{{Sender.Signature}}} to your template and it’ll grab the sender’s signature.
    • Quote Line Sorting – Quote Line Item Sorting is back. This was a Classic feature, but the sorter looks slicker in Lightning. Definitely handy when trying to organize a quote to a customer the way they want it presented. This lets you sort up to 200 lines and when they change the sorting, the related list and PDF sync also change to the new order.
    • Opportunity Line Sorting – Just like Quote Line Sorting, Opportunity Line Sorting is now in Lightning. This is also a slicker sorter than Classic had and allows your Sales users to change the Order the Opportunity Product Lines appear in the Opportunity.

Wow, that’s a lot. I didn’t even get to a bunch of smaller features, but with the incredible new Einstein Search, Manufacturing Cloud, the new mobile app, the cool Activities stuff, and the new Reporting Changes, there are some big hitters in here. Super excited to get this in our own instance and get working with it. As always, if you want some help understanding or implementing any of these features, please reach out and a Solutions Architect will get right back to you. Next up will be our Service Cloud post.

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.

This Post Has 4 Comments

    1. I noticed the same thing, but usually if it’s additional, they will say it requires additional licenses and not a permission set. I was thinking the permission set was because it’s in Beta. I’m trying to find out for sure though.

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