Salesforce Winter ’20 Release Highlights

October 1, 2019by Shreshth Tiwari

Salesforce Winter’20 release was one of the most-awaited releases. The first phase of sandbox upgradation has already succeeded in the first release on 6th/7th September, while the second release is scheduled to happen on 11th/12th October. This release delivered extended innovations across mobile, industry solutions, and AI that will enable the CRM users to drive intelligent customer connections and deliver best-in-class experiences. 

Here are some of the top highlights from the Winter’20 release. We are going to discuss what’s new in each of the Salesforce products.

Sales Cloud

With the latest release, Sales Cloud users can now have access to a lot of new features. Sales managers can create sales cadences that branch to various outreach routes. Sales managers can also see how their sales reps are doing with more reporting features leveraging Einstein analytics including opportunity scoring model factors, Einstein Forecasting, etc. 

Sales reps can use custom fields, triggers, and workflow rules with account teams and opportunity contact roles. They can now also control what Einstein Analytics captures and syncs. Sales Cloud now offers enhanced email integrations for Google & Microsoft. With Salesforce Billing Lightning Component, customers and partners can make payments seamlessly & securely in Communities & Lightning Pages. With the Pardot activity dataset, more insights can be driven into engagement patterns. 

Read all Sales Cloud releases:

Service Cloud

Service Cloud has introduced recommended articles for service agents to resolve customer cases faster. Field Service mobile workers can now log their hours on the go. Email, Chat, and Messaging have developed to offer better agent experience & higher productivity. WeChat and WhatsApp channels are available as pilot programs as of now. Knowledge articles can be shared using more channels now. 

New Service cloud features will help service agents see pre-chat details and pages visited by a customer before accepting chat requests. Agents can tackle the right cases first with Secondary Routing Priority. An automatic survey form can be sent to the customers after closing a case. Giving a boost to the Einstein bots, third-party natural language processing engines can be integrated. 

Read all Service Cloud releases:


Now you can write row-level formulas directly in the Lightning report builder. You can now create stories automatically by selecting a dataset using Einstein Discovery. Valuable insights can be available quickly with AI-powered analytics. The new Analytics Home can be used for finding, favoriting, curating, and interacting with important assets and insights. Einstein Analytics dashboards are now available in the Salesforce mobile app & data can be accessed through Search, Favorites, and Chatter. 

Read all Analytics releases:

Marketing Cloud

Marketing Cloud users can now send & track transactional text messages like purchase confirmation, receipts, password resets, and financial alerts in real-time. Marketers can now enable multichannel transactional journeys using Transactional Messaging API for Email. Journey Builder has powered with in-app messaging for mobile apps. Marketers can create and send Rich Communication Services (RCS) messages to mobile app users. With the new Einstein Send Time Optimization, marketers can use a Journey Builder activity to select the best send time for each individual email subscriber, based on their engagement history. 

Read all Marketing Cloud releases:

Commerce & Communities

Building the B2C Commerce page has become easy with drag-and-drop components. With the new on-demand sandboxes, a copy of the site can be created quickly to deploy new code, perform new integrations, apply new styles without impacting the production site. With the new Salesforce Content Management System (CMS), deliver highly engaging digital experiences to your customers, employees, and partners. In order to improve security, Salesforce has made changes in guest user org-wide defaults, record ownership, and driving guest user record access. A new sharing rule type to share data with guest users is now available. 

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Salesforce has introduced Manufacturing Cloud & Consumer Goods Cloud in order to strengthen its industry-specific solutions. Apart from this, they have made enhancements in their Financial & Health Cloud solutions. In the Financial Cloud, users can capture important borrower information with the new data model enhancements that allow you to share data easily with other business verticals. Similarly, Health Cloud got a new provider data model that can help establish provider relationships and gain a complete view of the provider network including license, education, work history, references, professional liability coverage and more. 

Know more about the new Manufacturing Cloud & Consumer Goods Cloud: Salesforce Introduced new Manufacturing Cloud & Consumer Goods Cloud

Read the Complete Winter ‘20 Release Note Here: