So, let’s have a quick tour of the top Winter 21′ innovations & newest offerings. Some of the features are already live & a few require action by your Salesforce admin in order to make it useful for the users.
Salesforce has introduced Work.com in June 2020 to help companies & communities reopen their business while putting their employee health & safety first with features including Wellness Check, Emergency Response Management, Shift Management, etc. They have been adding new features since then & making the product powerful enough to help Salesforce customers fight the pandemic. In the recent Winter 21′ release, Salesforce has added a few new features to Work.com such as Queue Management, Broadcast Messaging & Digital Trust Cards.
In order to help the sales teams enhance their productivity, Salesforce has introduced a few new productivity tools in their Winter 21′ release. Some of these include sales cadence improvements for high-velocity sales, global models for Einstein Lead Scoring, opportunity deal change highlights, and multi-cloud support for billing.
Know more here.
To improve customer support and boost service agent productivity with more visibility & faster set-up, Salesforce has added innovations in field service, knowledgebase, case management, einstein analytics, and much more. Service Cloud Voice can be used with a more streamlined setup and with support for Sales Cloud, Voice API Toolkit, and more. Omni-channel supervisors can view calls in order to enhance training & on-boarding. Field Service Time Sheets will help you track your field service agent’s working hours within the field service automation.
Know more here.
Salesforce has added a lot of innovations to its industry solutions which will bring Salesforce customers closer to their customers. Health Cloud now offers streamlined document management for patient intake along with optimized inventory management & sales forecasting. A new community portal template, compliant data sharing & enhanced record rollups are being included in Financial Service Cloud. While Manufacturing Cloud will now offer its customers more control over rebates and account forecasts, Consumer Goods Cloud will now help you plan store visits and keep store shelves stocked.
Know more here.
To help Marketing Cloud customers unify their marketing data & power intelligent customer interactions, Salesforce has added new functionalities such as transactional sending & behavioral triggers in Journey Builder, Ecommerce Optimizer App in Datorama, Einstein in Interaction Studio, etc. This will help marketers measure the impact of each customer interaction so that they can optimize their approach in real-time & deliver better results.
In one of the major announcements, Salesforce has renamed their Community Cloud as Experience Cloud. This will help their customers take advantage of more targeted audience criteria which allow them to vary record detail pages based on record fields. The new Build Your Own (LWC) template has got a lot of changes such as support for an upgraded version of Lightning Locker, custom URL paths, and SEO. Data will be more secured than ever with the addition of several guest user security settings.
Know more here.
Platform – Services & Applications
Salesforce platform service users can now increase their productivity & visibility with new platform services such as Security Center, Privacy Center, Multi-Factor Authentication Assistant. While Platform application users can now personalize survey experience & sync appointments on any calendar. New additions in the platform applications are Salesforce Merge Field Branching, Salesforce Survey Templates, Calendar Integration.
With the introduction of Fast Start Templates, Einstein Discovery will go more quickly & seamlessly. Data from the Salesforce system can be exported now to Snowflake data lake without using a 3rd-party ETL tool. Automation has gone to the next-level in Einstein Discovery predictive models with a scheduled model refresh.
Creating, sending & managing email templates & email content in Salesforce’s B2B marketing automation tool Pardot has become more user-friendly with an enriched experience. Pardot users can now connect to Salesforce CMS to host & reuse images for email marketing and get metrics in the email records that are frequently being used. Prospects can be resynced faster after import errors are fixed and Einstein Attribution success milestones can be customized.
Salesforce is known for constant innovation in its solutions and Winter 21′ has shown us the same. A lot of new innovations & features have been added to make the platform powerful and help customers accelerate their journey to success in the world’s #1 CRM platform. Please read the complete Winter 21′ release notes & features, enhancements across the platform here.
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