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Salesforce Winter 20 Features – Service Cloud, Einstein for Service and Field Service Lightning

Post Series: Winter 20
Winter 20 Release

Winter 20 Release

A bit of an international edition for this one, as I’m up in Toronto for the weekend and writing it on the road. I had the awesome pleasure of seeing Thom Yorke live up here on Friday and I’m still dancing in my head to those tunes so I’m ready to roll. Last post we covered the huge amount of Sales Cloud and platform changes coming in Winter 20’s release, and for this post we’ll be focused on Service Cloud and Field Service Lightning. While this might not be as big as the Sales Cloud side, there’s a ton in here for Service. As with Sales, the assumption is that you’re on Lightning for all of the below. Let’s get at it.

Service Cloud

  • Case Feed Enhancements – Case Feed gets some significant improvements. Some of these were in Classic previously, so they aren’t all fully new features, but in general the Case Feed is much easier to read and use in Lightning than in Classic. First, agents get the ability to toggle the Public / Private option on Feed items like they had in Classic. Right from the feed – without having to click in – agents can flip the items. If they are set to private, external users won’t be able to see them via the Community. Beside the feed item there will be a lock icon to show that this item is private. Next up is a simple update that makes it much easier to see unread feed items. See the screenshot below, but if an agent has an unread feed item, it will be bold within the feed. Nice and simple, but super handy. We also get a new option for Case Feed sorting – now you can sort by Oldest Posts on top. Especially when you’re trying to triage what has happened with a complicated Case, you might as well start at the beginning and work your way down. Finally, the Case Feed gets an Expand All function so that you can expand every post in one shot. Especially when a Case has lots of emails, this is needed. Previously you had to expand each feed item one at a time. Case Feed is a critical aspect of the Case, so it’s great to see all of these usability enhancements.
    Enhanced Case Feed in Lightning

    Enhanced Case Feed in Lightning

 

  • Email Improvements – I love the new email component enhancements with Winter 20. The coolest is the new Docked Email Composer. See the screenshot below, but basically you can now open your email composer into a pop-out window that goes into a docked mode so that it’s out of the way of the rest of the Case you’re working. You can also expand that to a near full-screen if you want more real estate. This is definitely a really nice feature for agents. A lot of times you’re trying to drop content into the email from other records like past Cases, Articles, or other related objects. Tabbing back and forth between those records and the email to do that can waste valuable time. Now agents can keep the email open in the docked component while they bounce around grabbing all of the content for it, which should be a big time saver. In addition, the composer gets an easier way to select Contacts / Users to email to. We still have the nice type-ahead method where the component auto-suggests the Contact or User, but now we also have a look-up icon next to the To, CC and BCC fields. This pops open a widget that shows all of the Contacts associated with the Account your Case is related to and you can quickly just select the Contact or Contacts that you want to send to. No need to type out any names or emails, just select them and click ok. Very nice. Finally, Email Templates can now be responsive. Email templates now support <head>, <meta>, <title>, and <style> tags so that you can create email templates that are mobile responsive and look great no matter if they are viewed on your phone, tablet or desktop. Obviously, you probably need a little Marketing help to build these out, but definitely a slicker experience if you’re using HTML templates especially since a majority of emails are read on mobile devices now.
    Docked Email Composer

    Docked Email Composer

 

  • Survey Enhancements – Surveys get a slew of enhancements with Winter 20 and really become more embedded with your normal workflow and process management. First, the delivery of the surveys has spread out across a few different options. Within the Support Settings (I can’t remember the last update to this!) and within Case Auto-Response rules we now get the ability to set up a default survey template to send when the case is closed or when an auto-response is sent. If you don’t have a lot of rules around when surveys are sent, this is a nice simple way to manage it, otherwise you probably want to use workflow or Process Builder. Speaking of Process Builder, sending a survey is now a standard Action Type making it even easier to control when and how they are sent. In addition, Marketing Cloud also now has an out-of-the-box way to include your surveys in the Journey Builder, so if you’re looking to survey in bulk or as part of a Marketing Campaign, this is now a very standard and easy approach. In addition to these delivery improvements, we can now manage and analyze the responses better as well. At the very basic level, we now have a SurveySubject object that shows all of the Survey Invitations that you’ve sent for a record and the responses linked to those Invitations. This can now be added to your page layouts of the records so it’s easy to see what someone has received. In addition, we get some out-of-the-box reporting and charts to help analyze the survey responses. Survey reporting is always a bit more sophisticated with the need to analyze each question vs. the whole survey and this gives us reporting for each question type and what the response mix is. I wish they’d included a screenshot of this, but this is a big addition. Finally, if needed, we can now export the responses as well. A few other quick hitters – we can now add Topics across the survey objects (I love my Topics) including the survey itself, questions, answers and the responses. This lets you organize these by theme which can be super helpful for reporting. We also get a toggle to decide what participants see the welcome screen. Personally, I like less clicks when sending surveys, so I’d probably turn this off in most use cases, but for some surveys, you really do want a splash page describing what the survey is for. Finally, we get a new Lightning component called the Customer Experience Score and this is very cool. It’s a pilot for now, so you need to reach out to support to get this turned on, but this will show you the score of the record you’re on vs. the average score of all of those record types. So, if you’re on a Contact, it’ll show that Contact’s survey score vs. the average. I’m assuming this is a roll-out of all completed surveys for the record, so this would be super handy to show to your users at an Account level (how happy is this overall customer) but also at that Contact level (how happy is the person I’m dealing with right now) to arm your agents with that critical insight. You might have a super happy customer, but one particularly grumpy person there and this allows your agents to see this easily. Ideally, they are taking this into account when responding. Love to see this expanded so much. Keep in mind, Surveys are free for a set amount of responses and then you need to pay additional above that.
    Customer Experience Score Component

    Customer Experience Score Component

 

  • Autolaunch Flows – This is a pretty cool feature that gives your agents the option to fire off fully automated flows that run in the background while your agents are still working their Cases. With the power of flow, these are essentially super enhanced macros that can easily be fired off making the possibilities limitless as long as it can be automated. Agents would see these flow options within the Actions & Recommendations or the Next Best Action components. A ton of potential here.

 

  • Secondary Routing Priority – Today, Omni-Channel prioritizes work within a queue based on how old the record has been in the queue. Basically, first in, first out. However, sometimes there is another element or change that occurs to the work – like a transfer on an escalation – that should move it higher in the Queue. The new Secondary Routing Priority does this. It lets you set up a secondary field to use in order to prioritize work – like Case Status. This is very cool and super useful as now you can set it so things like a Case Escalation automatically prioritizes that Case first, regardless of how old it is.
    Secondary Routing Priority

    Secondary Routing Priority

 

  • Chat Updates – We get a few updates to the Chat channel. First off, we get specific agent routing. This is a cool feature with a lot of use cases where essentially you can give your customers the option to open a chat session with a specific agent versus going into the queue pool. This respects that agent’s capacity, so if the agent is already at full capacity, the chat will be routed to the queue. To enable this, you will need to update your pre-chat forms to present this as an option. Obviously, not something you’d want to use in general customer service situations, but there are a bunch of use cases where this could be handy – like in situations where you have dedicated service by a named agent, or even in Sales situations. I could see this being really handy within an authenticated Community where you can show users their dedicated contact point and launch a chat session with that contact. In addition to this feature, agents now have the ability to hover over an incoming chat request to see a preview of who is requesting the chat. Also, within the chat window itself, agents can now view a preview of a file. Instead of having to download it to the agents desktop, now they can just click on it and see what it is without leaving the chat. Very nice. Finally, Salesforce is now estimating the wait time for customers within your queue and you can present that data within the chat window. Previously you could present what spot in the queue you were in, but now you can also tell them their estimated wait time. This is in beta, so test it out, but this is a nice enhancement.

 

  • Messaging Enhancements – The messaging channel has a bunch of enhancements as well. First, we see the continuation of Salesforce adding more and more messaging channels to the mix. In Summer 19 they added Apple Business Chat to GA and WeChat as a pilot. For Winter 20, WeChat is still in pilot, but we get a new platform with WhatsApp. WhatsApp is a super popular international platform so this makes a lot of sense to add, especially for B2C service organizations. WhatsApp is a pilot so you’ll need to get this turned on and definitely test this out before rolling out to production. In addition to the new channels, we get the ability to initiate a proactive messaging session with a Contact directly from that Contact’s record. This really makes things easier for your Messaging users. What’s nice with this is that the outbound message doesn’t count against your agent’s capacity until the customer responds and the agent accepts that response. If the agent that sent out the message is no longer available when the customer responds, this just drops back into the queue as a new conversation would. We also get the ability to add a Messaging Sessions related list to the Contact record and from here an agent can end a session that has stagnated. This is definitely handy. Finally, we get a new beta feature that allows you to create automated rules that will link the interaction record to other records – like Contacts, Leads, etc. These rules can be automated, or they can prompt the agent to select from options you present. Will be interesting to see how this works, but definitely a cool feature.

 

  • Einstein Bots Improvements – Einstein Bots gets a couple of nice enhancements with Winter 20 too. The first one is a very cool one – allowing your bots to present search results. A customer can put in search terms and we can then present the top results from your Knowledge back to them. You can control whether to display 1 – 3 results and which fields to present from the Articles. In addition to this, the bot builder now has an “end chat” action that allows you to more clearly know when to have the bot end the conversation. Next, the hand-off from the bots to the agent is improved by checking for agent availability before transferring the chat. You can set up messaging for the bot to communicate the status of where it is with the transfer to the customer. Definitely a better experience with such a critical function. Finally, we don’t always go into pilot features, but this last one is a very interesting one. You can now extend the natural language processing (NLP) of your bots with 3rd party providers. NLP is definitely an advanced technology and there are a lot of options out there that focus entirely on this. Now you can take advantage of some of those other services leveraging this two-way connector. Very interesting to see Salesforce opening this up. As I mentioned though, this is a pilot and it’s a closed one, so you’ll need to be nominated to take advantage of this.

 

  • Social Service – Two quick updates on the Social Service side. First, we get support for Instagram and can reply to Instagram posts and comments directly from within Salesforce. Especially on the B2C side where you have strong visual brands and products, Instagram is a key channel, so this is great to see. Second, we also get Social Service visibility on Leads as well.

 

  • Knowledge Updates – There were a few holes with Knowledge and Lightning that get filled Winter 20. First, now the Messaging, Chat and Social Service interface allows for Article sharing. Agents can quickly add an Article into any of these channels now. Next up, you can now create your own List Views for Articles and include Language and Publication Status details as part of the view and the filters. This is a big one for Knowledge managers as they can now find and act on Articles much easier. Another pretty cool new feature now lets you give viewers of Articles access to draft and / or archived Articles. Two new user permissions, View Draft Articles and View Archived Articles, provide or remove this access at the profile level. Previously viewers could only look at Published Articles. I like this flexibility a lot, but definitely be careful with what you are exposing. An agent might get confused with seeing draft Articles, etc. In addition, the rich text editor now has access to a few more HTML styles. Previously these would be overridden if you tried to use them when you saved. This was always a bit of a weird thing, so glad to see it updated. Finally, now when using Smart Links, you can dictate the target when it is clicked. You can control both the normal target (from a browser) but also the behavior of how it opens within the Lightning Console. For the browser, you can pop open a new window or tab, while in the console, you can control whether it opens a new sub-tab, workspace or browser tab. Pretty cool.

 

  • Automatic Case Classification – Einstein Case Classification gets a major update that allows you to automatically apply the classification values you’ve built in the model, versus just presenting them as an option to your agents. As part of this, you get to set a confidence threshold of when this happens. So, if you want it to be automatic, for anything over 80% confidence, you can set that threshold and as long as Einstein is confident based on the model, it will apply the classification values automatically. As part of this, you run the Case through assignment rules so you can route based on these values and you can also choose how you want the automation to appear in history tracking. This way you’ll be able to tell it was changed by an automatic process instead of a user. Finally, for the times it’s not automated, you also get some nice reporting around how effective it is by measuring how many times the recommended values were set by the agent, etc. Keep in mind, Einstein Case Classification is an additional cost, but especially as your volume is higher, if you can build a smart model, this could really pay for itself with the time saved and the improved data quality.
    Case Classification Metrics

    Case Classification Metrics

 

  • Binary File Scanning for Sensitive Patterns – While this isn’t a true Winter 20 release item, our app GearsDataMask is releasing a new add-on in conjunction with Winter 20. GearsDataMask’s purpose is to protect your Salesforce instance from having customers inadvertently sending you sensitive information – credit card numbers, social security numbers, etc. – outside of the proper channels you have in place to receive that information. GearsDataMask scans all inbound channels of Service Cloud for patterns that you set up and if it detects them – whether that’s from an email, a chat, social, etc. – it obfuscates the data before it appears within your Salesforce. We have a terrific group of customers using this to protect their instances and based on their feedback and help, we’re rolling out an extension that does this for files that are sent via these channels as well (vs just raw text). The classic example is an email-to-case where your customer includes an attachment – a picture of their credit card, or statement, etc. – and within that picture is their social security number or their credit card number. That file with the exposed PII is now sitting on a Case within Service Cloud for any agent to see. With our new extension, we can review any attachment that comes in, scan it for sensitive patterns and then act on them if we find them. As you can imagine, with images, scans, pictures, etc. this is a different type of scan and we have built in a lot of flexibility for what can be done with these when we find a pattern. You can determine how you want the file handled – do you just want to delete it entirely? Do you want to redact it like the image below where we blurred out the pattern? Do you want the file manipulated in other ways? Do you want to save an un-redacted version in a location where you have the necessary controls to handle PII? Do you want the redaction to be delayed or real time – we see a lot of health companies that need the social security number in order to process the request, but then they want the file redacted once the request is complete. All of these are options you have and we can set up with you. We’re very excited to be adding this functionality. GearsDataMask is already the leading PII prevention app on the AppExchange and this only makes it more powerful. Protect yourself and your Salesforce from your customers.
    Redacted Image with GearsDataMask

    Redacted Image with GearsDataMask

 

  • Lightning Scheduler Updates – We get a couple of enhancements to the Lightning Scheduler as well. First up, we get the ability to do multi-resource scheduling. So, if you have an appointment that needs multiple people – in particular people with different skills – or even a mix of people and an asset (like equipment that is part of the meeting), the scheduler can now look across all of the necessary resources to find a time that works. For some use cases, this is a total must-have. We also have the other side of the coin – where you just need one resource, but you’re intentionally booking multiple appointments at the same time for them. Your doctor is a great example of this – they don’t try to book one patient at a time, they want three of you sitting in their rooms at the same time while they bounce around taking care of you. We now get that ability as well with Concurrent Scheduling. You get to control the maximum number of appointments you want in a time frame, but this lets you stack them up and really maximize your resource’s time. In addition, your users now have the ability to better control their availability by adding in blocks for travel and prep time. This way they aren’t accidentally being booked for back-to-back appointments when there is an hour of travel in between them. For remote appointments, this is a must-have. Finally, you get the ability to select a time zone so you can see the availability of a resource in the correct time-zone.

Field Service Lightning

  • Mobile Time Sheets – Time tracking just got a lot easier with this beta feature as users can now access time sheets from the mobile app. Previously, you needed to build out some automation to get time linked to a time sheet, so this takes away the need for that. Not only can a user interact with their current time sheet, but they can view older ones and also submit their time sheets for approval. Great improvement.

 

  • Map Your Reports – This is a pretty interesting new feature. Now, you can create a report of locations and have them overlaid into the FSL app, mapped to an icon and color. So, if you have a report of all of your key customers, you can have those locations appear on the map with icons and colors that you set. Pretty cool way of getting location data sets into the map and it looks slick as you can see below.
    Map of Locations from a Report in FSL

    Map of Locations from a Report in FSL

 

  • Service Contracts – Service Contracts is now available within Lightning and you get a few enhancements as part of it. You can add Quick Actions to both the Service Contract and the Service Contract Lines. Easy way to make it simple for your users to fire off high volume actions from the Service Contracts, like adding a new line or creating a Work Order. In addition, we can now expose Service Contracts and Service Contract Lines to a community so your customers or partners can see them as well. Not a super common request, but there are definitely strong use cases here.

 

  • Notification Controls – Similar to how the Salesforce mobile app has extended its notifications to give you control over what type of notifications are sent, FSL has as well. Now you can use the notification builder to set desktop and mobile delivery channels for the standard FSL notification types. Previously you had no control over how notifications were sent.

 

  • Performance & Limit Improvements – FSL limits get expanded quite a bit with Winter 20. A huge one is the limit of map polygons has been increased from 200 to 30,000. That might be the biggest increased I’ve ever seen on a limit and is very needed as 200 was a bit tight. If you wind up using 30,000, you must have very small territories and I feel for you. On the Gantt, you can now see up to 500 service resources at a time. This is actually a new limit, but it’s there to help the gantt render faster. Something to keep in mind if you’re used to seeing more. Finally, you can now schedule when the in-day optimization is run. You can set it up to run at recurring times – like every two hours – within your business hours.

That’s it for the Service side of Winter 20. As always, if you have any questions, or want help with any of these features, feel free to reach out to us. We’d be happy to talk and see what we can do. Next post will be about all of the Collaboration features: Communities, Chatter, Quip and Files. This is a gigantic release for Communities, so there is a lot to cover!

Harry Radenberg

Harry is the President and founder of GearsCRM, with more than 15 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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