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Forward Looking Statements

Last updated: April 25, 2024

This presentation contains forward-looking statements about, among other things, trend analyses �and statements regarding future events, anticipated growth and industry prospects, and our strategies, expectation or plans regarding product releases and enhancements. The achievement or success of the matters covered by such forward-looking statements involves risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, results or outcomes could differ materially from those expressed or implied by these forward-looking statements. The risks �and uncertainties referred to above include those factors discussed in Salesforce's reports filed from time �to time with the Securities and Exchange Commission, including, but not limited to: our ability to meet the expectations of our customers; uncertainties regarding Al technologies and its integration into our product offerings; the effect of evolving domestic and foreign government regulations; regulatory developments �and regulatory investigations involving us or affecting our industry; our ability to successfully introduce �new services and product features; our ability to execute our business plans; the pace of change and innovation in enterprise cloud computing services; and our ability to maintain and enhance our brands.

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Table of Contents

Salesforce Overall

Customization

Security, Identity, and Privacy

Field Service & Scheduler

CRM Analytics

Experience Cloud

Starter and Pro Edition Enhancements

Consumer Goods Cloud Analytics

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Salesforce Overall

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Agentforce Service Agent

Your trusted autonomous agent for every service experience

Customer Need

Deploy AI agents. Engage customers autonomously across channels 24/7 with natural responses. Resolve cases swiftly and accurately by grounding every answer in trusted data

Solution / How To Configure

Set up in minutes with pre-built templates and customize fast with low-code. Build agents with natural language using topics and instructions in Agent Builder. Deploy on any enhanced messaging channel.

Use Case

Provide customer support on messaging channels. Example use cases include Q+A over knowledge, order status and support, or account management

Impact

Deflection of support volume and improved customer experience

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Digital Wallet

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Digital Wallet

Monitor consumption easily in near real-time

Customer Need

Customers lack transparency into the usage of their consumption products such as Data Cloud.

Solution / How To Configure

If you implement a platform event triggered flow based on a Threat Detection event, you can now test that flow by generating a Threat Detection test event.

Impact

This helps developers with the application lifecycle management by enabling them to test any implementation based on Threat Detection events.

UE, EE, PxE, DE

Beta

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Event Log Objects

Interactive analytics on high scale logs

Customer Need

Customers need to interactively query log data in a matter of minutes in order to investigate security & implementation issues. Customers need scalable analytics on log data for security, APM and product intelligence needs.

Solution / How To Configure

Event Monitoring users can now aggregate and filter log data via SOQL, the API or CRM Analytics on billions of rows of log data, which is now saved to storage in around 15 minutes.

Use Case

When an admin is alerted about a potential security or implementation issue and they are investigating, they can now query extremely high scale log data that is saved to storage in around 15 minutes, interactively, in human time. Building dashboards with log data in CRMA is now much easier with Event Log Objects.

Impact

Enhanced incident response, debugging, troubleshooting & analysis of log data.

UE, EE, PxE, DE

Beta

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Shield Platform Encryption

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Platform Encryption for Data Cloud

Extending Shield Platform Encryption to have �CMK (customer-managed keys) for Data Cloud data

Customer Need

Customers need more control and visibility over the keys used to encrypt Data Cloud data via Shield CMKs (customer-managed keys).

Solution / How To Configure

Customers with PlatformEncryption and the PlatformEncryptionConsumption Edition can turn on the toggle found on encryption settings. This will auto-generate a root key used to encrypt Data Cloud data.

Use Case

A security admin will want to encrypt Data Cloud data with Shield CMKs similar to other data stores for core (such as fields or search indexes). An auditor will want to verify this using the encryption setup pages or setup audit trail.

Impact

Easily control keys used to encrypt Data Cloud via existing Shield Platform Encryption setup pages for security and compliance.

Requires PlatformEncryptionConsumption and PlatformEncryption license.

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Database Encryption (TLE)

Shield customers can now transparently encrypt the entire �core transactional database with a tenant-specific keys

Customer Need

Customers want to encrypt more data (all fields, apex, and custom metadata) in a transparent manner. It also provides an option to encrypt transparently without tradeoffs.

Solution / How To Configure

Shield bundle or Shield Platform Encryption license is required. Once deployed*, Shield customers on Hyperforce will be able to turn on the toggle found on encryption settings.

Use Case

Some customers will opt to use TLE only for all their data
Other customers may continue to apply FLE (field-level encryption) for their most �sensitive data - recommend contacting a security architect to navigate options �and carefully weigh tradeoffs

Impact

Achieve security compliance in part by encrypting more data. Satisfy business users with transparent options.

Requires PlatformEncryption license.

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UX Improvements:1 click!

Customers can now toggle on encryption settings with �one-click and we do the rest

Platform Privacy Center

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Preview Job Execution

Salesforce Mobile App & Mobile App Plus

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New Sales Mobile Experience

Salesforce Flow

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General Flow Enhancements

Guardrails

Receive tips for building flows with best practices

Customer Need

Given Flow’s power and flexibility, admins building flows have the potential to make design choices that are influential to the entire organization. Some best practices for building efficient and scalable flows are unclear to users.

Solution / How To Configure

When building Flows, admins will receive real time tips whenever a design choice �or element violates a best practice.

Use Case

While creating a loop, an admin utilizes a Create Record element. A tip will appear advising the admin to avoid utilizing data manipulation in their loop. Upon resolving this conflict, the tip will disappear.

Impact

Flows are more efficient, scalable, and performant due to an adherence �to best practices.

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Upsert Records and Collections

Dynamically create or update multiple records at once

Customer Need

Flow users currently need to build extra loops or collections of IDs to solve this use case, and solutions today result in additional database calls versus what’s achievable in Apex. IDX: 4k Points

Solution / How To Configure

Flow builders can choose the Create Records element and find this functionality when they select creating multiple records, or when selecting creation based on a record variable. They can optionally enable this if it suits their use case, and then select the field for Salesforce to use as a comparison key.

Use Case

If an admin has a list of contacts with updated information, and wants to merge that data with existing contact records, they can choose to match on the email field and flow will dynamically update contact records with matching emails and create new records if that email is not currently in the system.

Impact

More efficient database calls and simpler flow designs

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Integrations & Actions

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Send Emails with Flow to Larger Sets �of Recipients

Send up to 150 recipients

Customer Need

Using email action is hard because users can’t send emails to more than five org users at a time.

Solution / How To Configure

In Flow Builder, search for Send Email in the element menu, and select Send Email. When you’re setting input values, enable BCC Recipient Address List and CC Recipient Address List fields where you can add recipients’ email addresses as a comma-delimited list.

Use Case

As a user, I want to notify my entire team (more than ten members) for the health of entire flow automation. And I want to loop my dependent teams in cc/bb. Ideally I want to use send email action as part of the same flow. But the limitation makes me use an Apex.

Impact

Provide CC and BCC option in send email action.

Increased the overall recipient count from 5 to 150

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Screen Flows

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Place Action Buttons on Your Screen for �More Dynamic Screen Flows

Run autolaunched flows to retrieve and process data

Customer Need

Flow builders need to retrieve data based on user inputs to keep them on the same screen. Action Buttons with screen actions will prevent context switching and enable faster form completion, reduces mistakes, and unlock a whole set of new use cases for screen flows.

Solution / How To Configure

Design your screen. Create/Reuse an active autolaunched flow. Add your Action Button to the screen. Use the action’s results in the other components.

Use Case

Perform a callout from a button that takes an Address, Quantity, and Weight and returns an estimated shipping cost back into the screen
After selecting a Price Book, retrieve the associated products and price book entries to display to the user in a single screen

Impact

Ensure your flow is API 59+
Deep Dive into the impact here.

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Modify a List of Records from a Screen �with Repeaters

Customer Need

Flow creators need to enable their end users to add to, modify, or delete items in a list of records. When you provide a collection of records as a data source for a Repeater component, flow generates a repeater instance at runtime for each item in the associated collection. The admin can control how the fields in the collection map to the child components in the Repeater.

Solution / How To Configure

In a Repeater component, add a record collection as the data source. In the child components, map fields from the collection into the component inputs, visibility & validation rules, or help text.

Use Case

Enable users to add, modify, or remove:

Beneficiaries on their insurance policy
Drivers & Vehicles on an auto insurance policy
Work & Education History on a job application

Impact

Increased time to value by not requiring custom components

Increased user efficiency by keeping them on the same screen

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Multi-Select Choice Lookup

Customer Need

There are several ways to present a screen flow user with a search-based field. Choice Lookup allows admins to have fine-grain control over what options are surfaced while still letting users search to find the right option. But previously, if the admin wanted their user to make multiple selections, Choice Lookup had to be replaced with another component.

Solution / How To Configure

When configuring a Choice Lookup in a flow screen, set Let Users Select Multiple Options to Yes. At runtime, the end user can select up to 25 options.

Use Case

Enable users to choose multiple Jira tickets to add to a sprint. (Choice Lookup is the only search-based field that lets users choose from external data.)

Impact

User efficiency

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More Components Can Now Be Disabled

Restrict or allow input in your components based on �business logic

Customer Need

Flow builders need a way to enforce business logic to funnel users through completion of a form and to summarize information entered by a user that resembles an input field. �The following components can now be disabled: Slider, Phone, Lookup, Action Button, Dependent Picklist

Solution / How To Configure

Set the ‘Disabled’ inputs for the newly supported components to �$GlobalConstant.True / $GlobalConstant.False or use a boolean formula resource �to set them reactively

Use Case

Disable inputs until a user provides key information on the screen, like a Terms Agreement or Lookup to a related record

Impact

Admins can prevent users from editing fields and better enforce business logic

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Transform

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Primitive Output Support

Transform your data into string, number, datetime, �or other primitive values.

Customer Need

Flow builders transforming collection data into a number field shouldn’t be forced to use a Record or Apex Defined Type.

Solution / How To Configure

Simply choose a different data type on target source and map primitive value to it.

Use Case

Count number of high priority cases and store that number as the output of the Transform element.
Turn a collection of records into a collection of ids

Impact

Don’t have to force builder to use record data types anymore for more simple use cases.

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Prompt-Triggered Flows

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Prompt Flow Enhancements: Debug

Debug support is now available for prompt flow

Customer Need

User is unable to test the flow behaviour and troubleshoot any issue with template triggered prompt flow.

Solution / How To Configure

After user creates, and saves a prompt flow, the debug button is activated. User can set the now set the debug options, and input variables before running the debugger.

Use Case

As a user after creating a prompt flow i have no option to debug, or understand what’s works, and where should i make a change if there �is an error.

Impact

The debug button is now enabled, and user can debug the prompt flow.

User can test any specific conditions they have provided for the input values of the flow.

Unlimited

Edition Only

Only available in Unlimited Edition. Requires Einstein for Sales GPT & ECI.

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Prompt Flow Enhancements: Subflow

Subflow element is now available for prompt flow

Customer Need

User does not have option to break down their flow into building blocks, and reduce the complexity of a prompt flow.

Solution / How To Configure

Create a template-triggered prompt flow. Then, select a prompt template type that triggers the flow and set the input data type. Now add the subflow element on the flow builder canvas. Search for an select the prompt flow to be referenced. You can use values from the parent flow to set the inputs for the referenced prompt flow.

Use Case

As a user, I don’t have the option to re-use a prompt flow in order to to breakdown or split element of a flow.

Impact

Prompt flow can use the subflow element to refer any other prompt flow. �It also improves performance of parent template triggered prompt flow.

Only available in Unlimited Edition. Requires Einstein for Sales GPT & ECI.

Unlimited

Edition Only

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Automation Event-Triggered Flows

Powerful event orchestration made easy

Customer Need

Automation Events allow customers to take Action across Sales, Service, Marketing, Commerce and more to drive contextually relevant and personalized touchpoints.

Solution / How To Configure

Once you have Marketing Cloud Growth or above, you will get access to this new Flow type and several out of the box events.

A form is submitted
A purchase is made
An new email subscription
An new SMS subscription

Use Case

A business want to engage with a customer at the moment when they know they are interacting with their brand, so they create a new Flow and select the Order Placed event. From their they create a rich Flow that engages directly with that customer.

Impact

Marketing table stakes. Innovative Salesforce platform feature.

Marketing Cloud Growth Edition or above required

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Enhanced Flow Support for Calculated �Insights and Segment Members

Use Calculated Insights and Segment Membership �in Decisions and Exits

Customer Need

Calculated Insights and Segments are powerful tools in Data Cloud and customers want to leverage these capabilities directly in Flow Builder’s Decision Element and Exit Rules to make the most use of their Data Cloud data.

Solution / How To Configure

Once you have Marketing Cloud Growth or above, you can configure your Org’s default Data Graph which will then add that Data Graph to the top of the Friendly Resource Picker.

Use Case

You want to create a sophisticated Decision Element that looks for Individuals that have spent more than $100 in the last 30 days and are in the VIP Segment.

Impact

Deeper integration with Data Cloud. Marketing table stakes.

Marketing Cloud Growth Edition or above required

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Flow Orchestration

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Orchestrations in Automation App

Give business users access to their automated processes

Customer Need

Business users are not only benefiting from automated processes created by Salesforce Admins using Flow Orchestration, they can manage those processes at scale within the Automation App.

Solution / How To Configure

Based on their permissions, business users can access a given orchestration in read-only mode, pause or cancel runs and access detailed logs. They also have access to KPIs like completion rate and time to completion.

Assign the new permission set “Orchestration Process Manager” to a business user to give access to orchestrations in the Automation App.

Use Case

As a service manager, I want to better understand how my automated processes are performing to understand the business impact.

Impact

Orchestrations can be shared with non-admin users

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Reorder steps on canvas

Organize steps to ease collaboration

Customer Need

Customers want to decide how steps are being ordered on the canvas to facilitate collaboration.

Solution / How To Configure

Move a step within a stage using our drag and drop capabilities, copy paste a step across stages using our standard copy function. See step description by hovering the description icon on canvas.

Use Case

As an admin, I want to share an orchestration with my peers and it requires steps to be in a logical order.

Impact

User productivity and collaboration.

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Customize the orchestration work guide

Decide which process information you want to show

Customer Need

Customers want to control how much process-related information they are presenting to their end-users.

Solution / How To Configure

Add the Flow Orchestration Work Guide to the record page through Lightning App Builder and select which information should be displayed on the page (orchestration name, stage name, step name). You can also hide the work guide automatically if there is no work item available, saving a lot of space on the page.

Use Case

As a loan officer, I’m being asked to review loan applications but I want to see the work guide on my loan application pages only when there is work assigned to me.

Impact

Improved end user experience

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Scale Center

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Scale Center - Reports Insights

Insights and recommendations to improve �reports performance

Customer Need

Customers need insights on their most expensive reports and also prescriptive recommendations on how to improve their reports performance. This way they can optimize the performance of their business critical reports.

Solution / How To Configure

Use the ‘Reports Insights’ feature under Scale Insights. This will have a weekly summary of the slowest reports by Db CPU time. Provide prescriptive recommendations to customers on how to optimize the performance of these reports

Use Case

Review the weekly insights generated under Reports Insights feature

Improve the reports performance by implementing the recommendations

Impact

Proactively identify expensive reports

Implement recommendations

Improve org implementation and scale health

UE (Prod and Full Copy SandBox) and Signature Orgs

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Scale Center - Decrypted URL in �Integrations Performance Analysis

Show fully decrypted URL’s in Integrations performance

Customer Need

Customers want to know the fully decrypted url in callout summary section of integrations performance, so they know which external end points are failing or have slowest performance

Solution / How To Configure

Enhance the existing Integrations Performance Report and provide the fully decrypted url in callout summary section. Customers will be able to see the decrypted url for the slowest and failing end points for the time window selected

Use Case

View average callout time and callout errors in org performance page Run integrations performance investigations to identify and root cause issues

View URL field in Callout errors section to see the fully decrypted endpoints

Impact

Identify most expensive and failing end points

Root cause top issues external callouts

Improve org implementation and scale health

UE (Prod and Full Copy SandBox) and Signature Orgs

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Scale Center - Integration in CSS THS Portal

Provide Scale Center integration in CSS THS Portal

Customer Need

Customers with low Technical Health Score require self serve insights and prescriptive recommendations on how to root cause issues

Solution / How To Configure

Enhance the existing THS experience in CSS Portal by providing deep linking of Scale Center at signal group level. Customers can use self-serve insights of Scale Center to root cause performance issues

Use Case

View the Technical Health Score (THS) for the Org

If score is low, click on Scale Center link to navigate to the product

Review performance metrics and run deep dive investigations

Impact

Navigate directly to Scale Center from THS

Run relevant Scale Center investigation when scores are low

Improve technical health of the org

Signature Orgs

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ApexGuru - Additional antipatterns

New Apex and SOQL antipattern detection �and insights available

Customer Need

Customers need help identifying and fixing inefficient Apex and SOQL/DML code that causes performance bottlenecks and increased costs. Integrating effective optimization tools into their workflow is a challenge.

Solution / How To Configure

ApexGuru uses Gen AI to detect and recommend fixes for Apex and SOQL antipatterns, enhancing code performance. This update includes new antipattern detection for newer antipatterns that are added in ApexGuru - SOQLs with wild card filters, SOQL in loop for 1 hop case, HeapSize expensive operation, Print expensive operation using System.debug, String comparison - Expensive operation.

Use Case

A developer uses ApexGuru to flag and optimize heap space-consuming operations, leading to reduced heap size and preventing runtime issues.

Impact

Improved detection and performance with actionable insights for �better code optimization.

UE (Prod & Full copy Sandbox), and all Signature orgs

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Scale Test

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Trial Accuracy Checker

Validating customers’ test setup prior to load tests

Customer Need

Customers need to verify that their test setup and simulation is functionally accurate and fix any errors at smaller scale before load testing. This way they avoid the risk of rerunning these tests.

Solution / How To Configure

Use Trial Accuracy checker in the ‘Test Environment Setup’ under ‘Scale Test’ leaf in your sandbox to verify how close your test setup is with respect to your recent production peaks observed.

Use Case

Run 10-20 user trials on test setup

Review accuracy in comparison to production peaks

Impact

Reduce rework of test data setup, integration and functional testing prior to scale tests, reduce overall test investment & test cycles.

GA �(Hyperforce only)

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Scale Test Booking Improvements

Programs and Exercises on AppExchange

Ready to use Sales Programs and Custom Exercises �from trusted SIs and Partners

Customer Need

Achieve faster time to value by quickly deploying Sales Programs from industry experts and content from third-party repositories, directly in the flow of work for sellers.

Solution / How To Configure

Discover out-of-the-box Sales Program structures from Salesforce on AppExchange, tailored for key business use cases and customizable with your content.

With the partnership with key industry leaders, you'll be able to leverage Korn Ferry's expertise in methodologies and ROI tracking using their Programs, as well as Highspot's capabilities for effective content delivery directly in the flow of work using their Custom Exercises on AppExchange

Use Case

Accelerate your program with a pre-built structure proven to deliver results for your �specific use case.
Access sales best practices and methodologies from industry leaders like Korn Ferry to �enhance your team's effectiveness.
Seamlessly incorporate content from third-party repositories like Highspot to enrich �your sales processes

Impact

Increased adoption, Faster time to value

Updated Korn Ferry and Highspot packages on the AppExchange are expected at the end of 2024

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Contains/Does Not Contain Operator in Enablement Measures

Enable more accurate tracking of progress

Customer Need

Create impactful, relevant Enablement measures for your sales programs quickly, with less customization and fewer headaches.

Solution / How To Configure

Enablement Leaders can now use Contains and Does Not Contain operators in Enablement Measure filters

Use Case

Track progress on records with a particular word in a particular text field

Impact

Enablement Leader productivity

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Einstein Coach

Get Pitch Perfect with Feedback from Einstein

Customer Need

Easy Setup

Automated setup experience to get started quickly

Customer Need

Finding new prospects and maintaining healthy pipeline is hard. Reps spend too much trying to skim through various buying signals across disparate tools/products to find the right prospects.

Solution / How To Configure

Use Case

While Prospecting, reps will see the top prospects sorted using Fit, Engagement and Intent Scores. Reps prioritise the outreach based on the buying signals gather across First and third party source.

Impact

Sales Rep productivity, Healthy Sales Pipeline

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Build Actionable Fit Score using ZoomInfo

Leverage ZoomInfo DC connector to create �comprehensive Scores

Customer Need

Buyer Fit signals are critical for reps to understand which prospects or companies are most similar to their organisation Ideal Customer Profile. This help reps get most ROi on their prospecting efforts.

Solution / How To Configure

Reps can now view Fit scores of accounts which have been enriched to consider ZoomInfor rich firmographic data. Admin can configure Fit rules to include ZoomInfo firmographic values using Scoring Rules.

Use Case

While Prospecting, reps can view Fit scores along with Intent and Engagement scores to decide with Prospect have the highest propensity to engage and tailor their outreach strategy accordingly.

Impact

Targeted Selling, Sales Rep productivity

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Revenue Cloud

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Invoice Management

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Billing General Settings

Customer Need

Central location for Billing admins to manage Billing feature settings and Org defaults

Solution / How To Configure

Billing Settings Node in Setup>Feature Settings
Granular org preferences to manage Billing features
Dedicated Section to manage Org Defaults and Billing Context Definition

Use Case

Billing Admin can selectively enable required Billing Features, update Org default billing/tax treatments and Legal Entity

Impact

Greater feature-level control and ease of configuration for Billing Admins

Revenue Cloud Plus & Advanced

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Billing Guided Setup

Customer Need

Billing Admins need to understand the need and sequence of settings to be configured for different feature areas for quick onboarding.

Solution / How To Configure

Guided Setup Node in Setup>Feature Settings>Billing
Subsections for Billing Prerequisites, Tax & Invoice Configuration
Progress Tracker

Use Case

New Billing Admins can understand & resolve dependencies in configuration steps, and choose which features to enable/setup.

Impact

Guided setup makes onboarding quick and easy for new Billing Admins with a clear order of steps to be followed.

Revenue Cloud Plus & Advanced

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Billing Policy, Treatment and �Treatment Items

Customer Need

Customers need an automated way to determine how to invoice their buyers. Having a policy which can be associated to a product will help ease the end to end process or Order to Invoicing.

Solution / How To Configure

Billing policy is set of billing treatments which will determine how to invoice the buyers. Billing policy is usually attached/associated to a product and leveraged at the time of order and order item generation.

At the time of order activation system associates billing treatments to each order items which will be using this to create billing schedules.

Use Case

As a billing admin I should be able to define Billing Policy and corresponding treatments , treatment items so that I can tell the system how to invoice the order associated to the policy.

Impact

Seamless Order to Invoicing

Revenue Cloud Plus & Advanced

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Context Aware Billing Schedule API

Customer Need

Customers need flexibility to be able to bill their users based on any transaction for example : From Quote/Opportunity

Solution / How To Configure

Customers will have access to an API to create Billing Schedules (which further generates invoices) from any transaction. The API will read the billing transaction Context ID as an input and generate a billing schedule.

Use Case

System should automatically create billing schedules for any �transaction of our customers so that they can continue with their �billing process seamlessly.

Impact

End-to-end connectivity by enabling Billing schedule creation from any upstream transaction. Currently it support creation of BS from Salesforce objects only.

Revenue Cloud Plus & Advanced

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Bill in Advance or Arrears

Customer Need

Customers need the flexibility to configure billing for a product in advance or in arrears, i.e. after a service is rendered/consumed.

Solution / How To Configure

Billing Treatment Items can be configured by the Billing Admin at design time, and Billing Policy is associated with a Product
Billing Type field can be set to Advance, Arrears or None

Use Case

Some products can be billed in arrears whereas others are billed in advance.

Impact

Impacts Cash Inflow

Billing in Arrears reduces risk of overcharging and issuing multiple refunds

Revenue Cloud Plus & Advanced

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Related Invoice Lines for Bundled Products

Customer Need

Customers need to be able to understand the relationship between line items when they receive an invoice for items that were purchased together as part of the same bundled offering.

Solution / How To Configure

New Entity Invoice Line Relationship introduced to capture bundled lines
Indentation applied on the Invoice Lines list view to visualise bundle hierarchy clearly

Use Case

Bundled products should be displayed properly on Invoice records and documents sent to end customers

Impact

Easy visualisation of bundle hierarchy among invoice lines

Revenue Cloud Plus & Advanced

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Tax Policy and Treatments

Customer Need

Customers want the ability to levy tax for the purchases made by their buyers. Many times there might be a case they have a necessity to levy different tax % to different products. They need an automated process to assign tax percentages to different products.

Solution / How To Configure

Customers can create a Tax Policy, which is nothing but a set of tax treatments and associate this policy to products. Different products can have different tax policies associated respectively. Once a billing transaction is activated/order is activated system automatically assigns this tax treatments to the order line items and system computes the tax accordingly

Use Case

As a Billing Admin I should be able to generate invoice with right tax so that I do not overcharge my customer

Impact

Financial Impact

Revenue Cloud Plus & Advanced

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Tax Line Split from Invoice/Credit �Memo Lines

Customer Need

Storing Charge line and Tax line data together in the same entity (Invoice Line) leads to inefficient querying and record insertion, especially as the volume of invoice lines scales into the billions.

Solution / How To Configure

Tax line information has been separated into two distinct entities, applicable to both invoices and credit memos
Invoice Line Tax Entity, Credit Memo Line Tax Entity
Linked to Invoice Line & Credit Memo Line Related List

Use Case

Segregation of tax line information

Impact

Optimise data storage and retrieval process for invoice lines, credit memo lines

Easier reporting as customers can avoid filtering out tax lines

Revenue Cloud Plus & Advanced

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Invoice Schedulers

Customer Need

Schedule Invoice Runs to bulk generate invoices by processing billing schedules ready to be billed and meeting custom matching rules.

Solution / How To Configure

Navigate to Billing Batch Schedulers> New Invoice Scheduler
Configure frequency, cadence, start date/time, target date offsets & invoice date offsets & invoice billing criteria
Default Invoice Grouping done based on Account, Bill To, �Payment Terms & Currency
Triggers DPE powered Invoice Batch Runs
Supports creating invoices in both draft or posted status

Use Case

Billing Ops can bulk generate invoices in multiple batches (with custom matching value) on a daily (or custom cadence) basis to ensure timely invoicing.

Impact

Accurate and Timely Invoicing

Invoice Consolidation for end customers

High Scale Invoice Batch Runs

Revenue Cloud Plus & Advanced

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Draft & Posted Invoices

Customer Need

Billing Ops need draft invoices to verify that the customer will be billed accurately, before creating final posted invoices that flow to downstream Payments, Accounting & Rev Rec systems.

Solution / How To Configure

Invoice Schedulers can be configured to generate invoices in either draft or posted status
Draft Invoices can be Posted in bulk or individually via draft to posted API
When invoices are posted, actual tax gets calculated, and accounting records are created.

Use Case

Billing Ops can verify invoice lines and billing amount using draft invoices

Billing Ops can update/delete/re-generate draft invoices as needed

Posted invoices are sent out to end customers

Impact

Posting an invoice locks it for final tax calculations, collecting payments and for legal/bookkeeping purposes.

Revenue Cloud Plus & Advanced

Usage Based Selling

Empower Your Spending: Transparent, Pay-Per-Use Pricing

Customer Need

Consumers want pay-per-use pricing not fixed fees. They lack visibility into usage costs causing unpredictable bills. Usage-based pricing enables transparency and spending control.

Solution

Customers can discover, select usage-based products and view product rate cards specific to resources, which are the amounts of a product or service that a customer uses and is billed for. Our product will also provide the ability for Sales Reps to override base rates and tier rates. For Tier Rates, Sales Reps can add/remove tiers. Additionally, the solution supports limited interactions during ARC (Amendments, Renewal, and Cancellation) operations.

Use Case

Customers can browse and select from a catalog of metered usage products with complete rate card transparency.
Sales Reps can override base rates and modify tier rates, adding or removing �tiers as needed

Impact

Enhanced Customer Experience
Operational Streamlining
Revenue Expansion

Revenue Cloud Plus & Advanced

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Usage Rate Management - Define Rates

Boost conversions and retention with usage-based rating

Customer Need

Businesses need to boost conversions by reducing barrier for price sensitive customers and enhance retention by offering the customers with cost control flexibility and transparency.

Solution / How To Configure

Sellers can set up predefined rates for future consumption, offering a variety of rates:

Base rates
Tiered rates
Attribute based rates

Use Case

A pricing manager sets up the base rates and adjustments based on tiers, attributes and custom conditions. The same are available during sales and billing stages of the revenue cycle.

Impact

Improved customer acquisition and retention with costs that can scale up / down as the business grows.

Revenue Cloud Plus & Advanced

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Usage Rate Management - �Define Procedure

Transform the product rating policy into rating procedure

Customer Need

Businesses need map their usage product rating policies into rate management solution.

Solution / How To Configure

Rate Management provides rating procedures which are customizable, ordered stacks of rating elements that are used to calculate the net rates of a usage product.

Use Case

A pricing designer can use a set of rating elements in procedure builder to orchestrate a rating procedure which can do the rate calculations.

Impact

Customisable and flexible mapping of business rating policies into Rate Management rating procedure.

Revenue Cloud Plus & Advanced

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Ramp Deals

Time-based periods where quantity and pricing can change

Customer Need

Sales reps need the ability to create quotes and orders where product quantities and prices differ for certain time periods, to meet customer demand. Customer’s also need catalog-driven control so that Sales reps can only apply ramps to products which are rampable.

Solution / How To Configure

Customer can make any subscription based product as rampable by associating one or more Ramp segment types associated with them. Sales Reps can apply ramps to any rampable product added to quote/order. Sales reps can apply Yearly or Custom Time-segments along �with optional special segment such as “free Trial”, where each segment can have its own �quantity, discount etc. When Sales Reps configure products with ramps, Configurator �will keep the product configuration consistent across all segments of the ramp.

Use Case

Sales reps can structure one or more products on quote or order in the Ramp deal, �where every ramp segment can have its own quantity and discount in order to meet �customer need for flexibility, predictability and transparency. Note: this serves a �similar function as MDQ feature in Salesforce CPQ.

Impact

Revenue generation�Quote and Order generation

Revenue Cloud Plus & Advanced

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Advanced Approvals

Transforming approvals, Boosting efficiency

Customer Need

Organizations require a well-defined, automated approval process to ensure review and authorization of transactions in a responsible and timely manner

Solution / How To Configure

Automate routine approval tasks. Provide capability to design and run serial/parallel approval chains, approval audit trails and notifications. Simplify complex approval workflows. Make it easy for teams to collaborate and make decisions efficiently

Use Case

Users can ensure that pricing, discounts, and terms adhere to organizational policies during quoting/ordering

Impact

Accurate transactions (Quotes, Orders)

Compliance assurance

Reduced delays

Revenue Cloud Plus & Advanced

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Guided Selling

Guide Product Selection

Customer Need

When there are too many product choices and complex products available to users, identifying products that meet their requirements can be a daunting task. With the choice overload and lack of knowledge of products being offered users/sales agents are often left clueless about right keywords to use while searching the desired products.

Solution / How To Configure

Create question bank and forms using question bank for users. Design the �execution sequence of the question per template
Initiating question based assessment experience By clicking on “Guide Me”
Users specific template selections. Dynamically render next questions based �on the users response
Convert the responses to search terms. Leverage runtime catalog to search �and display recommended products of list page.

Use Case

As sales agent/ user I want guidance on the products and its properties being offered so that I don't need to know the exact keywords I need to use while searching the desired products

Impact

Improved user experience and enhanced product discovery

Revenue Cloud Plus & Advanced

Leverage Discovery Framework and Omni Scripts to define the questions and Run Time catalog for search

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Quote and Order Line Groups

Organize your proposals easily

Customer Need

Certain business processes require dozens, hundreds or even thousands of lines on a single quote or order. Sales reps and Service agents requires an intuitive �user experience to manage these lines in logical groups and the end customers need a digestible proposal.

Solution / How To Configure

Admins enable grouping for the Org. Sales Reps can use Transaction Line Editor Column Group by to get groups created or create groups manually and move �lines between groups. Leverage Quote proposal templates with groups to �display groups in customer facing proposals.

Use Case

Reps can use groups to manage quote & order lines & generate proposals. �Quote Line groups can be passed over to Orders during the �Quote to Order process.

Impact

Reps can save time and present an organized proposal with lines in logical groups

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Product Catalog Management and Product Discovery

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Catalog Import using CSV file

Import bulk data to PCM setup objects using CSV templates

Customer Need

Customers need to quickly import product, catalog & pricing data in bulk, from external sources, into salesforce objects. It is not limited to Product �data only. It helps to accelerate implementations and efficient periodic �bulk operations.

Solution / How To Configure

Extend CSV bulk import capability to all PCM & Revenue Cloud objects for setup as a unified solution. Leveraged frameworks developed by �Integrations and DPE, and using Data Cloud, for advanced transformations. The standard import templates can be easily downloaded & used.

Use Case

Import bulk data from external sources like ERP, CRM platforms, POS �systems etc. Provide support for standard file formats like CSV & XLS, �to increase ease of use in bulk operations.

Impact

Accelerates implementations timelines with bulk operations

Readily available template and import capability saves time and effort required in manual data entry

Revenue Cloud Plus & Advanced

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Nested Groups

Better organization of bundled products

Customer Need

Customers need a way to organize and present products within a complex product for easier navigation and configuration of products by sales reps.

Solution / How To Configure

Organize bundled product components such as products and class of products under nested groups. Each group and subgroup group cardinality that defines the minimum and maximum number of child components �for selection.

Use Case

Organization of products in a complex product & hierarchical groups
Control the selection of subgroups or products within a subgroup

Impact

Easy grouping of products within a complex product for better experience during configuration.

Revenue Cloud Plus & Advanced

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Configurable Global Search

Discover products faster by additional product characteristics

Customer Need

Buyers and sellers can quickly use product properties to find relevant products faster.

Solution / How To Configure

Supports indexing your product catalog and search configuration in near-core �for global search capabilities

Leverages the same elasticsearch infrastructure that Commerce Cloud �has established
Declarative configuration of search properties (standard & custom product �fields & product attributes)
Process to index full catalog
Inbuilt typo tolerance upto 2 characters

Use Case

Search products by different product characteristics �(product fields & attributes)
Auto-correct misspelled user inputs and search

Impact

Improved search experience

Faster product discovery during browse

Revenue Cloud Plus & Advanced

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Product Discovery

Product List - Accentuate Images with Tile View

Customer Need

Customers today have only list view on the product list page with images as thumbnails but need an ability to accentuate images and product details for the products where visual appearance is a key selling point, such as fashion, furniture, or artwork.

Solution / How To Configure

Enhance the product discovery product list page to display the product as tiles. Ability to switch between the tile and list view as per customers need.

Use Case

View bigger product images during the catalog browse by arranging the available products as tiles.

Impact

Enhanced Visual Appeal

Revenue Cloud Plus & Advanced

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Product Discovery

View Qualified Categories

Customer Need

Customers want to qualify the categories thereby qualifying all the products which belong to that category. They also want to reduce the number of rules and save efforts on their administration. They need an unified way to define the category and product availability/eligibility rules.

Solution / How To Configure

Unified Qualification procedure aims at qualification of categories as well as products so that disqualified categories and products are not shown to users and only qualified categories and products are available for the user for purchase.

Use Case

Define category level qualification rules.

Show Only the Available and Qualified Categories and corresponding products in Product Discovery Product list page.

Impact

Reduced Product Qualification rules

Efficient and effectively manage the visibility of only the available categories based on the customer needs

Revenue Cloud Plus & Advanced

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Product Discovery

Configurability of Product Discovery List and Details pages

Customer Need

Customers need a way to configure to modify or configure the discovery experience so it meets their business needs.

Solution / How To Configure

Enable or disable pricing and qualification procedures for the Product Details and Product Bundle Details components.
Configure display of additional product fields, quantity and add product to quote/order on the Product Details and Product Bundles Details components.
Ability to create and use custom flows; these custom flows are launched when users click the Browse Catalogs button.

Use Case

Define custom flow and use is to launch from Browse Catalog experience.

Enable/disable pricing and qualification as per customers need from �product details page.

Configuring display of additional product fields, hide/show quantity and �add product to quote /order buttons.

Impact

Increase adoption of Product Discovery

Revenue Cloud Plus & Advanced

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Product Discovery

Browse catalog experience for Guest Users

Customer Need

Customer need to open up their sites to wider set of users to be able to improve the market reach and stay ahead of competition.

Solution / How To Configure

Enable product catalog entities, primitive and Product Discovery APIs for guest users. With few standard steps to configure the guest users, access and sharing rules, customers now can expose their sites to the wider set of users.

Use Case

As anonymous user I want to list the products with their prices so that I can explore the products and understand latest market trends.

Impact

Increased User Engagement

Market Reach and Accessibility

Revenue Cloud Plus & Advanced

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Product Discovery

Invocable Actions

Customer Need

Customers often want to define their custom flows to browse catalog for listing and exploring product details by leveraging Product Discovery’s product search, list and details capabilities and need a way to integrate declaratively with these capabilities.

Solution / How To Configure

Expose product search, Product list and Product Details as invocable actions so that those can be invoked from any custom flow based on the customers need.

Use Case

Customers want to define their custom flow for discovering products and exploring the product details.

Impact

Invocable actions enhance the flexibility, efficiency, and scalability of automation in Salesforce.

Revenue Cloud Plus & Advanced

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Price Management (Salesforce Pricing)

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Unified Signaling Framework

Customer Need

Customers want the ability to go ahead & define all the prerequisites (Context Definition, Context mapping etc) in one place. Customers also want the ability to define when these features can be executed. They want these specifications to be generic & extensible.

Solution / How To Configure

Unified Signalling framework can be configured from the Setup where user can define the Procedure, Context Definition with rules for any sobject or execution.

Use Case

As an Admin I would like to define the procedure & context definitions across my execution. I want to set the rules, all of this in one place.

Impact

Unified definition experience for better usability.

Support for complex setup experience

Revenue Cloud Plus & Advanced

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Unified Signaling Framework

Customer Need

Solution / How To Configure

Goto Admin setup
Select Procedure Plan
Either clone a template or create a new one.
Select the object needed for end-end execution.
Select the Context Definition & mapping (This would be consistent all across the execution).
Select Procedure Plans & define rules if needed.

Use Case

As an Admin I would like to define the procedure & context definitions across my execution. I want to set the rules, all of this in one place.

Impact

Usability

Revenue Cloud Plus & Advanced

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Waterfall enablement per Element

Customer Need

Customers want the ability to decide if any given element must have waterfall or not. This will give the customisation for users to showcase certain values on Price Waterfall.

Solution / How To Configure

Go to Pricing Procedure
Select any element
Enable “Exclude Price Waterfall” if waterfall is not required for that pricing element.

Use Case

As a Pricing Designer I must be able to choose the price waterfall for certain elements in the pricing procedure.

This way I can have the decision of showing on the UI what needs to be shown & what needs to be hidden.

Impact

Better usability.

Users having required authority to hide/show details on Price Waterfall.

Revenue Cloud Plus & Advanced

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Rollup price in Aggregate Element

Customer Need

Customers want the ability to roll-up the price of child products into the parent product in a given Product Bundle.

Solution / How To Configure

In the Pricing Procedure select the aggregate element
Enable “Roll-up price”
Provide the tag for the Root/Parent Product where the rollup needs to happen.
User can provide the End Condition where the rollup needs to stop if required.

Use Case

As a Pricing Designer I have a need to roll-up the Price of child products into my bundle products. I can define the same aggregate element as per my needs without changing much on the procedure.

Impact

Customer satisfaction

User friendly experience

Support for Communications use cases

Revenue Cloud Plus & Advanced

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Configurable Onetime & Evergreen values

Customer Need

Customers wants to configure the One-Time & Evergreen values in the pricing setup and NOT have these values as constants in Pricing Procedure. They want this configurable.

Solution / How To Configure

Goto Admin Setup
Select Salesforce Pricing Setup
Proration Settings.
Choose the values for Onetime & Evergreen

Use Case

As a Pricing Admin I can define the proration values for One-time & Evergreen transactions which can be used in calculating Proration values.

Ideally these values should be Onetime = 0 & Evergreen =1. But user can define as per their needs.

Impact

Better user experience

Support for Extensibility

Revenue Cloud Plus & Advanced

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Bulk Pricing & Adjustments updates

Customer Need

Customers need a feature that allows them to efficiently update prices and associated adjustments in bulk.

Solution / How To Configure

Goto Pricebooks
Pricebook Entries (Via Related)
Click View all
Select Products that need price update
Click on “Price Adjustments Batch Job”
Enter the price update & click on save.

Use Case

As a Pricing Analyst I want to bulk update the prices or adjustments of Products. If the adjustments updates fail I want to retry them without much of manual intervention.

Impact

Customer usability

Efficient Data maintenance

Revenue Cloud Plus & Advanced

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Context Mapping selection in Simulation

Customer Need

Customers want the ability to simulate the pricing procedure with different context mappings. As of today customers can �only simulate with “Salestransaction” which is not mapped to any sobject.

Solution / How To Configure

Open any required Pricing Procedure → Click on Simulate → Choose the required Context mapping to validate the �Pricing Procedure.

Use Case

As a Pricing Designer I want the ability to simulate the pricing procedure with quotescontextmapping, orderscontextmapping to check if pricing procedures executes successfully with all.

Impact

Customer satisfaction

Usability & Extensibility

Revenue Cloud Plus & Advanced

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Price History tracking

Customer Need

Offer transparent pricing to buyers by being able to store the price history for a given duration and provide visibility into ‘Last Lowest price’ for a product.

Solution / How To Configure

Pricing setup has an option to configure the duration for persisting price value when a procedure is executed. Once enabled this feature cannot be disabled. The duration can be between 7-30 days.

Use Case

In some geographies businesses are required to show price history for products on general discount, they need to be able to store the price values and display them to their buyers during a sale transaction.

Impact

Governance & Auditability

Revenue Cloud Plus & Advanced

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Price History tracking

Customer Need

Offer transparent pricing to buyers by being able to store the price �history for a given duration and provide visibility into ‘Last Lowest price’ �for a product.

Solution / How To Configure

Price Tracking element when used in “Save” action allows to persist price calculation(until that step in procedure) for a transaction’s product into �the ProductPriceHistoryLog table , the minimum price for a day is then calculated via a job and stored in the ProductPriceRange entity. This element when used in “Get” action , fetches the Recorded price from �the DT created on ProductPriceRange DT . Any data older than 30 days �is purged from the History log table.

Use Case

End Buyers can make more informed purchases with price history details �of a product, when lowest price for a given duration is available to them.

Impact

Pricing transparency

Revenue Cloud Plus & Advanced

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Commerce Pricing element�(uses Legacy pricing API)

Nested Options Group

Better organization of bundled products

Customer Need

Customers need a way to organize and present products within a complex product for easier navigation and configuration of products by sales reps.

Solution / How To Configure

Use Case

A sales rep can see a nested option group while configuring a product bundle. Option groups can be broken down into sub-groups for better management.

Impact

Usability

Revenue Cloud Plus & Advanced

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Derived Pricing

View Derived Pricing in Configurator

Customer Need

Salesforce Rev Cloud customers have a need to derive a price of a product based on different sources other than a fixed price book entry.

Solution / How To Configure

Support Instant Pricing in Configurator for Derived Pricing Products.

Use Case

Sales reps need to view derived price in the price waterfall when the price of a product if its derived from another product.

E.g. Price a product (eg. warranty) as a percentage of one or more other products in the quote/order and quantity that the customer owns (eg. laptops).

Impact

Differentiator

Revenue Cloud Plus & Advanced

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Usage Based Selling

View Rate tables in Configurator

Customer Need

Salesforce Rev Cloud customers are looking to monetize services through usage-based consumption (pay for usage), and end customers are looking to pay only for what they use.

Solution / How To Configure

With the introduction of usage-based products, we display additional usage related information in the configurator �such that users can distinguish these products have �special behaviors.

Use Case

Sales rep need to be able to view the rate cards in the configurator, to know what’s included with the product and how overages will be charged.

Impact

Usability

Enterprise & Unlimited Edition

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Transaction Management

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Derived Pricing Enhancements

Price based on quote/order total or contributing products

Customer Need

Companies have a need to derive a price based on different sources other than a fixed price book entry

Solution / How to Configure

Quote/Order Price Waterfall UI - Show Derived �Pricing Contributors
Automatically Add Derived Pricing Assets to a Quote/Order when Contributing Product is added
Support Instant Pricing in Configurator for Derived �Pricing Products

Use Case

Price a product (eg. warranty) as a percentage of a certain product in the quote/order and quantity that the customer owns (eg. laptops)

Impact

Revenue Generation

Revenue Cloud Plus & Advanced

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Quote and Order Enhancements

Manage your Quote Lines effectively with �lookup field editability in the TLT

Customer Need

Customers need an easy way to inline edit information using the Transaction Line Table (TLT). In cases where the data is a lookup to other entity and the needed data value is not present, they should be able to create new values right from the TLT without having to navigate away.

Solution / How To Configure

Look up fields are now editable directly in the TLT along with the option to create new record values.

Use Case

Users can search and inline select fields that are look up to other entities or initiate a new record creation right from within the TLT.

Impact

Sales rep productivity

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Deal Acceleration

Quickly draft emails, summaries, & action plans on quotes.

Customer Need

Sales reps need to focus on selling and building trusted customer relationships. 91% of sales leaders believe that AI can give sales reps more time to sell.

Solution / How to Configure

Deal Acceleration uses AI to enhance the quoting experience for sales reps, driving productivity and clear communication.

Use Cases

Draft emails to share quote proposal to customer
Draft quote summaries for internal stakeholders
Draft renewals action plans

Customer Need

Manual Tasks need to be assigned to users in the queue based on predefined algorithms to manage their workforce

Solution / How To Configure

Select the algorithm to distribute tasks among the workforce while creating the tasks

Use Case

Customer wants the tasks to be allocated in a round robin fashion to members in the queue

Impact

Workforce in the queue are uniformly loaded with work

Revenue Cloud Advanced

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Skip Branch

Customer Need

Control the flow of logic in a plan by skipping multiple steps at a time.

Solution / How To Configure

At the step level users can configure whether to skip the entire branch if the condition evaluates to be false

Use Case

If credit check is false skip the procurement tasks and go to milestone task

Impact

Fulfillment designer can simplify plan creation and control the sequence of task executed

Revenue Cloud Advanced

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Plan Viewer Enhancements

Customer Need

For large plans Sales specialist and fulfillment managers need to get quickly to a point of interest

Solution / How To Configure

The plan is loaded progressively and customers can chose to load in pages or in one go after the initial load
Filters help navigate in progress, failed tasks etc

Use Case

Fulfillment manager will look at steps that are failed and may manually retry a step.

Impact

Sales specialist and fulfillment managers have a runtime view of the order, which helps them answer questions about the fulfillment process and also helps with timely interventions

Revenue Cloud Advanced

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Decomposition from Product Classification

Customer Need

Configure a decomposition rule that is applicable for the a group of products rather than configuring a decomposition rule for each product in the group

Solution / How To Configure

Use Product Classification as source of the decomposition rule.
When an order line is being decomposed, DRO will also check if the corresponding Product Classification related to the line item has any decomposition rule configured

Use Case

Save time by applying a rule across products

Impact

Fulfillment Designer’s task becomes easier When there are 10s or 100s of product under a product classification then managing decomposition rules also becomes easier

Revenue Cloud Advanced

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Order Decomposition Optimization

Customer Need

When an asset based order is created, multiple things may be changed in the order lines like attributes, quantity, dates, etc. DRO needs to identify the customer intent and its impact on fulfillment assets to determine the action on FOLI

Solution / How To Configure

DRO will also check if the attribute and quantity on an order line item is changing to determine the action on fulfillment lines, instead of directly traversing the action on order lines

Use Case

Dynamically calculate decomposition actions

Impact

DRO supports fulfillment of complex orders with multiple product bundles having many to one decomposition of fulfillment orders

Revenue Cloud Advanced

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Decomposition Viewer- Enhancements

Customer Need

The decomposition viewer should be easy to comprehend, it should provide insights on fulfillment orders/lines and for large orders items should be easily searchable.

Solution / How To Configure

Optimize search function to support with text ‘contained in’ along with text ‘starts with’
Product Name search displays the Product Code to differentiate products with similar names
Display all related decomp rules including the ones that do not enrich fulfillment lines
Display attributes of fulfillment lines that are not enriched to identity values that are there by default from catalog configuration

Use Case

Help operations quickly find the right lines

Impact

The decomposition viewer is more informative and supports both design-time and run-time users needs

Revenue Cloud Advanced

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Service Cloud

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Omni Channel

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Omni-Channel Mobile

Receive Omni work on the go, anywhere, anytime

Customer Need

Work doesn’t only happen in front of a computer - many users work on the go, but still need to keep in touch with their customers or receive new work wherever they are.

Solution / How To Configure

Add ‘Omni Inbox’ to your Salesforce App, and it will show up in the Mobile App. From there, login to Omni-Channel and receive work just like you would on the desktop.

Use Cases

Sales reps who message with their customers over SMS, WhatsApp or other messaging channels

Shift workers that receive work or tasks on the go throughout the day

Impact

Improved Customer response times

Improved Customer satisfaction & NPS

Improved compliance (conversations not on personal devices)

Enhanced Omni-Channel Only

Only status-based work supported on mobile - Voice not supported

Requires a Digital Engagement license to access

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Status-Based Messaging

Agent-side Asynchronous way to handle Conversations

Enhanced Omni-Channel Only

Customer Need

Conversations ebb and flow, and conversations can pause and resume in an asynchronous kind of way, however the current agent experience is synchronous in nature. This allows agents to track conversations and have them route back to them easily when they resume

Solution / How To Configure

Enable Enhanced Omni-Channel, and go to Service Channels. Edit the Messaging channel and set the ‘Capacity Model’ to ‘Status-based’.

Use Case

Wherever a particular user wants to own a conversation and have it come back to them whenever it resumes - e.g. 1:1 relationships, high-touch service, account managers, consultants etc.

Impact

Improved worker productivity & visibility of work

Improved service due to personalization

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Omni Fallback Mode

Support Customers When Disruptions Occur

Customer Need

Support customers to reduce the disruption caused by possible service degradation and ensure business continuity (“phone must always ring”)

Solution / How To Configure

Degraded mode would allow any following Agent Work created while Omni Fallback Mode (OFM) is active:

External Routing (including Voice)
Apex

Use Case

Primary use case for Voice customers using external routing
Enabled by customers raising a support case. Support / engineering will determine if services are down, customer meets criteria and enable the permission via blacktab

Impact

Improve Reliability
Reduced Downtime
Ensure Business Continuity

Enhanced Omni-Channel Only

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Supervisor Co-Pilot Action

Optimize Service Operations with Actions powered by Einstein

Customer Need

Supervisors are a critical role in contact centres; often juggling between managing workforce and meeting contact centre KPIs. Supervisor Co-Pilot aims to scale supervisor productivity with invocable actions powered by Einstein.

Solution / How To Configure

One standard co-pilot action to update agent queue and skill assignments

Use Case

Supervisors who manage work in Omni Supervisor who want to manage queue / skill assignments

Impact

Improved Supervisor Productivity
Improved KPI and SLA Adherence
Update assignments from the Mobile App

Beta

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Einstein Knowledge Creation

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Einstein Knowledge Creation

AI Generated Knowledge Drafts from Service Interactions

Customer Need

Creating and editing knowledge articles can be time consuming for agents and knowledge managers. However, a complete and up-to-date knowledge base is crucial for customer self-service and agent productivity.

Solution / How to Configure

Based on a customer conversation, Einstein Knowledge Creation drafts fluent, relevant knowledge articles that agents review, edit, and save. In Winter ‘25 we will beta Revise with Einstein which allows users to use AI to edit their knowledge articles for style, tone, or format. We have introduced 3 out-of-the-box prompts (grammer, readability, conciseness) and a customer can create their own prompts in Prompt Builder for AI editing purposes.

Use Case

As an agent, I’ve created a Knowledge Article Draft (either manually or with Einstein), but I want to make it more easy to read - I select Revise for Readability and AI will update the format of my article to account for readability

Impact

Agent productivity and efficiency

Enterprise & Unlimited Editions with Einstein �for Service Add-On

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Service Cloud Voice

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Metadata API support for Conversation Intelligence Rule

Make conversation intelligence rule management much easier

Customer Need

It is a cumbersome process to create same set of rule conditions and apply to the change to all the environments.

Solution / How To Configure

Introduce metadata API support for conversation intelligence rule. Now create rule and deploy rules can be much simpler.

Use Case

For example, customers would like to use the same set of keywords for all their messaging and voice channels. Now, they can use the Metadata API to create the rule easily by only modifying the channel information. This also makes deployment from lower environments to production much easier.

Impact

Admin and developer productivity

Professional, �Enterprise, �Ultimate Editions

Breakdown of telephony costs

Telephony invoice report broken down on a daily basis, and by per telephone number

Customer Need

Customers need to understand the break down of their telephony invoice by telephony number, and on a per day basis

Solution / How To Configure

Customers need to get this enabled on their respective orgs via a beta org perm enablement run by the product team

Use Case

Once enabled, admins can see a new button on their contact centers list page, title “Generate Telephony Usage Report”

Clicking the button will send a breakdown of the last 3 months telephony usage, in csv format, to their email

Impact

Granular visibility into a Resell customers’ telephony usage and charges

Professional, �Enterprise, �Ultimate Editions

Beta

Only available for Service Cloud Voice with Amazon Connect (Resell) customers

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GovCloud Support for Voice

Public sector customers in the US can now setup their �contact centers connected to an AWS GovCloud region

Increased Insights with

Messaging Session Metrics

Track Your KPIs with More Messaging Session Metrics

Customer Need

Now, all Salesforce error messages appear in an org's default language instead of English. We've also added 12 new error messages with unique error codes to help agents and Salesforce admins troubleshoot issues during messaging sessions.

Solution / How To Configure

Available in the Service Console, we've introduced the Messaging Session Metrics object to track agent and end-user response times in Enhanced Messaging channels and Messaging for In-App and Web.

Use Case

Create a custom report type with Messaging Session as the primary object and Messaging Session Metrics as the secondary object to track KPIs. Six metrics, including average and maximum response times, and message counts, are recorded at the end of each session.

Impact

The new object provides detailed tracking of agent and end-user response times and message counts, enhancing insight into messaging activity.

UE & EE + �DE + MIAW

Enterprise and Unlimited editions with the Messaging In-App and Web and Digital Engagement add-ons

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MIAW Rest API & Sample App

Create Custom Clients for Web or In-App

Customer Need

Customers desire a programmatic way to access the DE conversation platform.

Solution / How To Configure

Allow customers to create a custom web client, but not allow them to abuse it to get around paying for Digital Engagement or Bring Your Own Channel. Also provide them with a sample app to make it easy to get started.

Use Case

Customer wants to implement their own UI
Customer wants to use a non-Salesforce bot (BYO Bot Solution is in the works �from the Conversation Platform team)

Impact

Deliver a highly customized mobile app or website messaging experience for your agents and customers by using the Messaging for In-App and Web API to programmatically manage conversations. Create conversations that store messaging sessions, generate access tokens, and send messages and files. Take it a step further by configuring server-sent events.

UE & EE + �DE + MIAW

Enterprise and Unlimited editions with the Messaging In-App and Web and Digital Engagement add-ons

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Standard Client Events

Monitor Workflow Health and Customize with MIAW Events

Customer Need

Customers need events for observability and enhancing user interaction. The lack of certain standard client events is becoming a notable gap in our efforts to migrate customers to MIAW (most recently requested by ARMY).

Solution / How To Configure

With the framework already in place, introduce the events prioritized based on simplest/high impact events to support customer migration.

Use Case

Events for when the user first clicks to maximize, when the bot joins, when transferred to the agent, when the agent sends the message, etc - can be used for observability & potentially to build any interaction triggered by events.

Impact

Monitor the success of your Messaging for In-App and Web deployment or to build a site that responds to your deployment, track standard client events.

UE & EE + �DE + MIAW

Enterprise and Unlimited editions with the Messaging In-App and Web and Digital Engagement add-ons

188 of 516

User Verification with Channel Menu

Authenticate Messaging for Web in Channel Menu �with User Verification

Customer Need

Currently User Verification doesn't work if MIAW is added as a channel in channel menu.

Solution / How To Configure

Add user verification support for MIAW in channel menu

Use Case

Channel menu is widely used for demoing DE channels and is also used for customers who have more than one channel surface on their pages and adding in support for user verification allows for more complex use cases.

Impact

Customers who have more than one channel can support more complex use cases by adding User Verification to the Messaging for Web deployment, then add the deployment to a Channel Menu.

UE & EE + �DE + MIAW

Enterprise and Unlimited editions with the Messaging In-App and Web and Digital Engagement add-ons

189 of 516

Metadata API Support

Get MIAW enabled in Scratch Orgs via SFDX

Customer Need

Customers and SE’s need to be able to get MIAW enabled in Scratch Orgs via SFDX. SEs use SFDX in their hands on workshops and it will aid our efforts to increase adoption by enabling MIAW for developers to build it in their orgs. There are now many ways to push config from one org to another, and we need to ensure we can enable this.

Solution / How To Configure

Expose all the necessary entities to the Metadata API to unblock this use case.

Use Case

Enable the MIAW feature via the following metadata channels

Public MD API
CLI
Source Control Integration/Source-Driven Development
Managed Package

Impact

Get MIAW enabled in Scratch Orgs via SFDX.

UE & EE + �DE + MIAW

Enterprise and Unlimited editions with the Messaging In-App and Web and Digital Engagement add-ons

190 of 516

Enhanced Messaging Readability

Enjoy Improved Chat Bubble Size in Messaging �In-App and Web

Customer Need

Improve readability in messaging conversations, with a larger chat bubble that utilizes more screen space and clearer focus on message content, while adjusting avatar size for better overall clarity and user experience.

Solution / How To Configure

Resize the chat bubble to occupy 85% of the usable space in the messaging conversation window, increased from the previous 65%.

Use Case

Users now have enhanced readability, the chat bubble has been resized to 85% of the messaging window, while the agent, bot, or end user avatar is slightly smaller to keep the focus centered on the expanded chat bubble.

Impact

The resizing of the chat bubble and reduction in avatar size improve message readability and user focus, leading to a clearer and more engaging messaging experience.

UE & EE + �DE + MIAW

Enterprise and Unlimited editions with the Messaging In-App and Web and Digital Engagement add-ons

191 of 516

Marketing and Service Unified Number

Two WhatsApp Use Cases Linked to a �Single WhatsApp Number

Customer Need

Enhance customer experience and agent efficiency with Unified Messaging. Seamlessly combine marketing and service interactions into one WhatsApp channel using a single phone number, eliminating the need for separate numbers.

Solution / How To Configure

To begin with Unified Messaging, customers reach out to their Salesforce �account executive. Configure and manage WhatsApp channels in Setup, under �the WhatsApp page. When setting up a Unified Messaging WhatsApp channel, �use a new phone number.

Use Case

Give context to agents and continuity to customers with Unified Messaging, �where marketing and service interactions occur in one WhatsApp channel linked �to a single phone number. Previously, you needed separate phone numbers for �marketing and service.

Impact

Unified Messaging enhances agent efficiency and customer continuity with one �phone number, eliminating the need for separate numbers.

UE & EE + �DE + MIAW

Enterprise and Unlimited editions with the Marketing Cloud Engagement and Service Cloud Digital Engagement add-ons

192 of 516

Customize Consent Levels

Tailor Consent Requirements per Application in Unified Channels

Customer Need

No need to setup varying consent levels now with unified messaging channels. For instance, adjust marketing interaction requirements in a unified WhatsApp channel to mandate explicit opt-in or double opt-in.

Solution / How To Configure

To manage marketing interaction consent in a unified channel, go to Setup, find Unified Messaging, select Your Numbers (for WhatsApp), click a phone number, go to the Consent tab, and adjust the required consent level for messages sent from that number.

Use Case

Customers overseeing customer communication strategies, need to ensure compliance with varying consent requirements across different messaging applications within unified channel setup.

Impact

Tailor messaging strategies more precisely, improving customer engagement and satisfaction across both service notifications and marketing communications.

UE & EE + DE

Enterprise and Unlimited editions with the Digital Engagement add-on

193 of 516

Service Email Assistant

Empower Agents to Select a Prompt to Run in the Composer

Customer Need

Customers want help when drafting emails, or admin want to ensure agents follow specific practices when drafting emails.

Solution / How To Configure

Admin can now expose Gen AI prompts to agents, which will be visible directly from within the Service Email composer. An agent selects the prompt, and then it executes inline. When the output renders, the agent is able to edit the generated email prior to sending.

Use Case

Admin can create specific prompts to help agents with consistency in language, data, length, etc. to help standardize how agents communicate with customers.

Impact

Admin are able to fully customize any prompt that agents have access to, and what the prompts can do, all from within Prompt Builder

UE & EE + �E1E or E4S

Enterprise and Unlimited editions with the Digital Engagement add-on

Field Service & Scheduler

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Field Service AI

201 of 516

Operations Copilot - Service Notes Summarization (Beta)

Summarize service notes to analyze common themes

Customer Need

Information logged in the Service Notes field on the Service Appointment is valuable but as a free form text field, it can be difficult to analyze or action. Deriving insights from this information will help drive meaningful improvements in Field Service business operations.

Solution / How to Configure

In Winter ‘25 we’ve released a copilot action that summarizes all Service Notes captured by technicians and provides insights like cancellation reasons, issues encountered, missing parts and more.

Use Case

An Operations manager wants to understand the common reasons behind incomplete appointments so that they can improve first time fix rates by making changes in scheduling and appointment notifications.

Impact

First Time Fix Rate

Improved Customer Service

Einstein 1 �Field Service

Edition Only

Beta

202 of 516

Dispatcher Copilot

Schedule Exceptions Summary

Customer Need

Dispatchers need to be aware of appointments with exceptions so that they can focus on handling those exceptions and solving them quickly, to ensure SLA and customer commitments.

Solution / How to Configure

Copilot will provide dispatchers with a summarization of the schedule exceptions for the day of service and automatically create the corresponding filters in the Gantt Appointment List, enabling dispatchers to view the appointments and make schedule adjustments.

Use Case

Dispatchers need to identify all schedule exceptions that need to be handled when they start their shift, such as unscheduled or overlapping appointments, to take the necessary action and fix the schedule.

Impact

Improve Dispatcher Productivity

Improve SLA Compliance

Einstein 1 �Field Service

Edition Only

203 of 516

Dispatcher Copilot

Show Appointments in the Gantt List

Customer Need

Dispatchers need to find appointment information quickly and view it in the Dispatch Console to make decisions and take necessary actions. This will reduce the handling time for exceptions handling and planning.

Solution / How to Configure

Copilot will assist dispatchers in quickly searching for appointments and moving the results to the Appointment List to view the appointment details and take the necessary actions.

Use Case

Dispatchers search for appointments with certain criteria and view them in the Gantt and the map to make scheduling changes. This is relevant when dispatchers look for schedule exceptions, investigate potential scheduling changes, or plan the schedule for the upcoming days or weeks.

Impact

Improve Dispatcher Productivity

Improve SLA Compliance

Einstein 1 �Field Service

Edition Only

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Post Work Summary

Use Copilot to quickly document work completed in the field

Customer Need

Mobile workers spend huge amounts of time drafting content after they have completed work. This is not only time consuming, but often varies in terms of quality and legibility between workers.

Solution / How to Configure

Leverage Generative AI to quickly draft a summary of the work completed in the field.

Use Case

After completing an installation job, a mobile worker can use Copilot to quickly draft a summary of the work they performed so it can be presented to their customer on the Service Report.

Impact

Worker Productivity

Extensibility

Innovation

Einstein 1 �Field Service

Edition Only

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Planning and Operations

206 of 516

FSIntel - Resource Performance & Inventory

Track inventory and monitor resource performance

Customer Need

Efficient resource management is key to increasing profitability, customer satisfaction and run efficient operations. Customers need to track and monitor all aspects of resource performance and warehouse inventory.

Solution / How to Configure

In Winter ‘25, new CRMA dashboards are brought to Field Service Intelligence to track resource performance KPIs and state of warehouse inventory

Use Case

Ability to understand what is the utilization rate of resources across territories and individuals. Ability to understand how much time are technicians spending on the job vs traveling.

Impact

Increase resource utilization

Increase customer satisfaction

Increase operational efficiency

Einstein 1 �Field Service

Edition Only

207 of 516

Field Service Operations Home

Home base for running field service operations

Customer Need

Activity Report

Enhanced Scheduling and Optimization

Customer Need

Current scheduling and optimization operations rely heavily on skilled service managers, but lack of accessible information and unclear action steps make problem identification and solving challenging.

Solution / How to Configure

New capabilities have been added to Activity Report in Winter ‘25, including showing in-progress processes, additional services and showing secondary actions such as sliding.

Use Case

Service manager identifies the schedule produced doesn't include some of the work they would assume it will, and wonder what was �the root cause. They can now easily see the optimization completed successfully and view the log for the optimized SAs.

Impact

Productivity (Service manager and dispatcher)

Trust

Beta

218 of 516

Clear Indicative Errors

Enhanced Scheduling and Optimization

Customer Need

Customers are struggling to identify the root cause of scheduling and optimization failures, resulting in numerous support cases and investigations. This creates an unnecessary load on support teams and undermines service managers' self-sufficiency.

Solution / How to Configure

Provide a clear error message, including the detailed reason, records and dates to be reviewed, and instructions for resolution. Additionally, note that a new error guide has been added to the documentation.

Use Case

Due to a no-show, the dispatcher triggers the Resource Scheduling Optimization (RSO) system to fill in the Gantt chart with new work. However, instead of generating a revised schedule, an error occurs, and the operation fails.

Impact

Productivity (Service manager)

223 of 516

Payments - Tap To Pay

Collect Payments using NFC

Customer Need

Field workers need to collect payments in the field

Solution / How to Configure

Leverage PayNow and Tap to Pay capability in LWC to collect payments from customers in a secure and simple way

Use Case

Unplanned or upgrades for the work may need to be paid in the field allowing companies to get more work done.

Impact

Productivity

Business Expansion

224 of 516

Search Component

Find the information you need, quickly

Customer Need

Field workers load large amount of data for offline use to their mobile device. While performing their job they need specific information and to find it quickly.

Solution / How to Configure

Use the search app to find the right record quickly using intuitive search and filtering

Use Case

Finding the right information in any data driven scenario - Products, Assets, WOLIs and more

Impact

Field Worker Productivity

225 of 516

Location Triggered Platform Flows

Silent platform updates to trigger related workflows

Customer Need

Customers would like to launch workflows when technicians arrive on site without requiring them to take a manual action.

Solution / How to Configure

Automatically launch a backend Flow when technicians arrive or leave a site.

Use Case

Automate timesheet updates

Notify system tech had left a “high risk” site

Calculate actual time on-site

Impact

Service Productivity

226 of 516

Improved App Refresh

Simplifying the adoption of configuration changes

Customer Need

Customers need a simplified way to roll out configuration changes to users. This feature is the first phase of improving this experience.

Solution / How to Configure

The “Clear Cached Metadata” option in advanced settings has been enhanced to no longer require an app force quit. After the cache is cleared, the application automatically restarts.

Use Case

A customer has deployed a new version of an LWC to their users. To get the latest changes, all users need to do is clear the metadata cache.

Impact

Customer Satisfaction

Trust

227 of 516

Cache Policies for Flows

Performant flows under low network conditions

Widget flow interactions

Create more interactive, engaging, and actionable content!

Customer Need

More options for actioning data from CRM Analytics dashboards.

Solution / How To Configure

Launch flows from your dashboard and map context into the Flow with clicks not code! This includes:

Autolaunched Flows
Screen Flows

To use widget flow interactions, in the dashboard editor, select the widget. On the Interactions tab on the Widget Properties panel, add a Start a Flow action and select the flow. Flow interactions are available only for the text widget.

Use Case

For example, on a dashboard tracking cases, design a text widget that launches your custom case assignment flow with a single click.

Impact

User are able to go more quickly from data to insight to action.

This is in addition to our existing Flow based record action support.

235 of 516

Multi DataSpace for Data Cloud Direct

Delivering great connectivity with live data in Data Cloud

Customer Need

Customers want their insights powered by real-time data delivered by �Data Cloud.

Solution / How To Configure

Three enhancements for Data Cloud Direct support are being delivered in Winter ‘25:

Multi DataSpace - CRM Analytics will now support multiple data spaces in addition to the default space
Connected datasources - Datasource connections can be created in the UI between Data Cloud Direct and other sources
SQL subquery faceting - CRM Analytics will now support faceting of Data Cloud Direct SQL queries that contain subqueries

Use Cases

CRMA Direct for Data Cloud now allows you to seamlessly query Data Cloud multi data spaces in the UI without code.

Impact

Real-time insights in the flow of work.

236 of 516

More Filter options

Making it faster and easier to filter your data

Customer Need

Customers find it time-wasting and frustrating to jump into SAQL when a simple filter operator would be easier.

Solution / How To Configure

CRM Analytics users now have access to four new filter operators:

Does not contain
Does not start with
Ends with
Does not end with

Use Case

Users can take advantage of the new filter operators while exploring the data.

Impact

Improved end user productivity due to faster data exploration

237 of 516

Table improvements

Making a great widget even better!

Customer Need

More flexibility in customizing table headers is needed. Currently sorting is not available when bindings are used in a Table.

Solution / How To Configure

These two areas are being enhanced in Winter ‘25:

Header alignment and formatting - customers will now be able to set custom alignment and formatting for table headers in edit mode.
Enable Table header sorting when it has bindings.

Use Case

Improvements for design and use of table widgets. Simply click the column header to sort the table, even when bindings are used in the query.

Impact

Improved customizability and interactivity with tables.

238 of 516

Widget enhancements

Delivering better formatting and configuration

Customer Need

More flexibility in customizing widgets is required.

Solution / How To Configure

Three powerful widget improvements are being delivered in the �Winter ‘25 release:

Number Widget: More Formatting options - Bold and Italic - for title �and number.
Disable action menu for Repeater, Date and Text widgets
Turn off tooltips for Link and Number widgets

Use Case

CRM Analytics admins will be able to deliver more bespoke solutions with the new widget configuration options.

Impact

Improved dashboard design resulting in higher adoption.

239 of 516

Link Support in Enhanced Mobile Reports

Hyperlink Support

Customer Need

Customers were unable to access or see hyperlinks in the native Enhanced Mobile Reports.

Solution / How To Configure

No configuration required.

Use Case

A user can access a hyperlink within a report on mobile and can take appropriate action.

Impact

End user productivity and addressing product-gaps between Desktop and Mobile.

Kristin Watson

Hyperlink!

240 of 516

Custom Reports Type UI Revamp

Easier report creation and management

Customer Need

Improve Admin experience for Custom Report Types creation flow

Solution / How To Configure

Enable “Enhanced Custom Report Type Setup page (Beta)” under “Report and Dashboard User Interface Settings”and allow their users with Manage & View report types

Use Case

Simplified setup flow to create and manage custom report types for Reports Types Administrators.

Simpler UI to understand details of a custom report type for Report Type Viewers.

Impact

Increased users productivity and enhanced user experience.

Beta

Summer ‘24

Winter ‘25

241 of 516

VPC Support

Connect to Snowflake on AWS data over private connection

Customer Need

Currently customers can not use Private Connection to bring Snowflake data to CRMA.

Solution / How To Configure

This will allow customer to connect to �Snowflake Private link.

Use Case

For customers in regulated industries, they prefer xfering data to CRMA over a private connection.

Impact

Compliance and security

Requires Salesforce Private Connect

User Territories in Security Predicates

Simplify security predicates by leveraging User’s territory

Customer Need

An easier way is needed to implement Territory Management 2.0 based row-level security in CRMA.

Solution / How To Configure

After PM enables permissions, use the following syntax in security predicate for the dataset:

‘Territory2Ids’ in [“$UserTerritory2Ids”]

Please note that the ‘Territory2Ids’ column will need to be created on the dataset and should contain the list of flattened territories for each record.

Service Intelligence

251 of 516

Einstein Case Management - Beta

Case Management Prioritization for Agents

Customer Need

Agents in the service centre need insights to monitor & prioritize work item otherwise, it will end up in escalations and reduce customer satisfaction

Solution / How To Configure

During the Service Intelligence Set up, Opt-in for Einstein Case Management - Beta feature

Use Case

Prioritizes cases by escalation risk, aiding agents in addressing critical issues and avoiding escalations. Provides service leaders with insights on high-risk cases for proactive intervention and improved customer satisfaction.

Impact

Effective Case Prioritization, Reduced Escalations, Reduced Customer Churn and Improved Customer satisfaction

UE, EE with Service Intelligence, UE+

252 of 516

Action & Automation - Flow Integration �With Knowledge

Automate knowledge review flagging with Salesforce Flows

Customer Need

When the knowledge articles shows low engagement, the Knowledge Manager want to flag the knowledge article for further investigation

Solution / How To Configure

On the Service Intelligence Set Up page, click on Start under the “Install Knowledge Flows for Service Intelligence” section.

Use Case

With a click of a single button, Knowledge managers gain the ability to flag a knowledge article for review, which sets the next review date to today’s date in the knowledge article and publishes the knowledge.

Impact

Knowledge effectiveness, improved productivity,

Knowledge Article relevance.

UE, EE with Service Intelligence, UE+

253 of 516

Speed to Answer for Multiple �Omni-channel Routing Queues

Set Speed to Answer for individual Omni-channel �Routing Queue

Customer Need

Different Omnichannel-Routing Queues have different SLAs associated with them and hence want to set different SLA targets.

Solution / How To Configure

In the Service Intelligence Set up page, set the Target Speed to Answer. Also, you can add additional queues and set the values.

Use Case

Ability to measure the Speed to Answer for different queues as per the channel and business requirements.

Impact

Accurate measurement of the Speed to Answer

UE, EE with Service Intelligence, UE+

254 of 516

Data Categories in Knowledge Dashboards

Explore knowledge engagement and effectiveness

Customer Need

Knowledge Managers and Authors want insights on the category of knowledge articles engaged to evaluate effectiveness, ensure compliance and assess ROI.

Solution / How To Configure

The Data Category filter and the Engagements by Data Category chart are available on the Knowledge Effectiveness and Knowledge Users dashboard.

Use Case

Knowledge Managers and Authors gain the ability to track article engagement against the data categories, enhancing their understanding of knowledge effectiveness and customer needs.

Impact

Knowledge Effectiveness, Increased ROI, Accuracy

UE, EE with Service Intelligence, UE+

255 of 516

Improved App Installation

Installation without EDC model training data

Customer Need

Experience Cloud

261 of 516

Navigation Menu Component

Effortlessly create and style navigation menus for �desktop and mobile sites

Customer Need

Website creators want a no-code way to create a navigation menu for their desktop and mobile site. They also need to easily customize the look and feel of the navigation menu to match their brand and design preferences.

Solution / How To Configure

This component is available in the component palette for the LWR BYO and LWR Microsite template. Drag and drop the ‘Navigation Menu’ component onto the canvas. In Experience Builder, toggle to Mobile form factor to configure the Mobile Navigation.

Use Case

A website creator can drag and drop this component to create a navigation menu instead of needing to work with a developer.

Impact

Makes it quicker and easier to build a multi-page website

*Lighting Web Runtime (LWR)

LWR* Only

262 of 516

Site Header Component

Flexible and customizable Header design for �desktop and mobile

Customer Need

Website creators need a no-code way to create a website header that adapts to different screen sizes and matches their corporate brand identity.

Solution / How To Configure

This component is available in the component palette for the LWR BYO and LWR Microsite template. When users drag and drop the component onto the canvas, a three column header layout appears, with Site Logo, Navigation menu, and Button components nested within the layout. Users can choose different layouts and set different column widths for Desktop, Tablet, and Mobile.

Use Case

A website creator can drag and drop this component to create a website header instead of needing to work with a developer.

Impact

Makes it quicker and easier for a non-technical user to create a �polished website header

LWR* Only

Beta

*Lighting Web Runtime (LWR)

263 of 516

New Theme Layout Settings for LWR BYO

Customize header and footer behavior

Customer Need

Website creators need the ability to create sticky headers for easy navigation access, and to adjust footer positioning for optimal content presentation.

Solution / How To Configure

These new controls are only available in the LWR BYO template. The ‘Fix Theme Header’ setting makes all Sections in the Theme Header region fixed to the top of the page. The ‘Hide theme footer’ setting hides the Theme Footer region. The ‘Position theme footer at page bottom’ setting makes the Theme footer region fixed to the bottom of the viewport regardless of the height of the content region.

Use Case

A website creator can now easily ensure that the main navigation menu is always fixed to the top of the page

Impact

Increases site usability and ease of navigation

LWR* Only

*Lighting Web Runtime (LWR)

264 of 516

Enhanced Button Theme Panel

Craft perfect buttons with more style controls and �instant visualization

Customer Need

Website creators need the ability to customize multiple button �types and see real-time previews of their changes to streamline �the design process.

Solution / How To Configure

In Experience Builder, open the Theme panel and navigate to the Buttons section.

Use Case

A website creator can now efficiently customize Primary, Secondary, and Tertiary buttons.

Impact

More website design flexibility

LWR* Only

*Lighting Web Runtime (LWR)

265 of 516

Color palette controls for Columns

Extend color customization to individual columns

Customer Need

Website creators need granular control over colors within layouts to create visually striking and well-organized sites. Users could previously apply color palettes to entire Sections, but they lacked the ability to customize colors for specific columns.

Solution / How To Configure

Users can now create and apply color palettes directly in the Columns component, similar to existing functionality in Sections. Select a Columns component, and choose an existing color palette or create a new one.

Use Case

A site creator can nest a Columns component within a Section, and assign a different color palette to the Columns component.

Impact

More website design flexibility

LWR* Only

*Lighting Web Runtime (LWR)

266 of 516

Additional text properties in Theme panel

Typography controls for Heading 5 and Heading 6

Customer Need

Website creators need fine-grained control over the typography on their website. Previously, users could only customize Headings 1-4.

Solution / How To Configure

In Experience Builder > Theme > Text, click on the accordions for Heading 5 and Heading 6 to configure the text style.

Use Case

A creator for a content-heavy website, such as a knowledge base or technical documentation site, now has more control over the text styles of deeply nested sections.

Impact

More website design flexibility

LWR* Only

*Lighting Web Runtime (LWR)

267 of 516

Configure Data providers on a page & Apex Data provider

Customer Need

Due to unavailable page level data sources, website creators find it hard to display data on components in Non record pages like Home and Standard pages. They also need a way to add custom data sources or data derived from Apex controllers in a LWR site. Lastly know way to know the data sources available at the page.

Solution / How To Configure

Data providers at a page can be found in Data tab along side site page properties. Builders can Add Data provider through Data provider editor. Note: As part of the Beta only Record and Apex data providers are configurable through the Data provider editor.

Use Case

Components like Text Block and Cards on standard pages can display data from Records and Apex Data sources.

Get Data from a 3rd party service via Apex Data providers.

Impact

Simplifies steps to configure data in a site

LWR* Only

*Lighting Web Runtime (LWR)

Beta

268 of 516

Upload Files using File Upload Component

Customer Need

Website Creators need an ability to let their Site users upload Files and attach them to records in LWR Sites.

Solution / How To Configure

Use the existing File Upload Component inside your custom �code to let users upload multiple Files and attach them to a �record optionally.

Use Case

Users can now use the existing File Upload Component to upload Files and attach them to records from inside LWR Sites.

Impact

Enhanced developer productivity resulting from using native File Upload Component inside LWR rather than writing custom code.

LWR* Only

*Lighting Web Runtime (LWR)

Beta

269 of 516

Enhanced CMS Workspaces Publishing �to Aura Sites

Customer Need

Get the benefits of Enhanced CMS Workspaces while still working with an Aura Experience Cloud Site

Solution / How To Configure

Add the Aura site channel to your Enhanced CMS Workspace

Use Case

Get benefits of Enhanced CMS Workspaces, such as workflow, while using an Aura site

Impact

Benefit from current and future enhancements of Enhanced CMS Workspaces

270 of 516

Remove and Delete CMS Channels

Customer Need

Remove channels from workspaces or delete them when they are no longer used

Solution / How To Configure

Go to the CMS Channel tab to delete a channel, or workspace channel management to remove a channel from a workspace

Use Case

Remove a channel from a workspace if you no longer need published content from that workspace

Impact

Better control of where content is published

Enhanced CMS Workspaces Only

271 of 516

Scale Content Delivery for �High Performance

Customer Need

Get higher scalability when viewing public CMS Images

Solution / How To Configure

Enable Dedicated Content Delivery for Public Channels

Use Case

Using a popular image for a promotion on a public website, mobile application, and email which needs to be viewed at high scale

Impact

Better performance delivering image CMS Content

Enhanced CMS Workspaces Only

Beta

272 of 516

SEO-Friendly URLs for �Account/Contact Pages

Define SEO-friendly slugs declaratively

Customer Need

Create SEO-friendly URL snippets, or “slugs,” for your enhanced LWR Site’s Account and Contact pages

Solution / How To Configure

First, enable Use SEO-friendly URL slugs on this site from Preferences.

Bulk Import: From Object Manager, you can bulk import URL slugs for your pages from a CSV file.
By Record: Once an admin adds the SEO tab to Lightning record pages, slugs can be added and edited at the record level.

Previously, SEO-friendly URLs were only available for Product, Product Catalog, and Custom Object pages and configured programmatically.

Use Case

Shipping Rate Promotions

Create sophisticated promotions on shipping rates

Customer Need

Merchants want to create sophisticated promotion strategies that increase conversion on their storefront

Solution / How To Configure

Merchants navigate to Promotion Workspace and click to create a new promotion. Merchants can create a discount and select one or more shipping rates on that discount.

Use Case

Merchants want to provide shipping discounts on their storefront to increase conversion, but only want to discount specific shipping rates (i.e. “Free Ground Shipping”).

Impact

Increased Site Conversion

B2B, D2C, & �Connected Commerce

281 of 516

D2C Storefront in Starter & ProSuite

Launch your ecommerce business with our C360 Suite

Customer Need

With existing ecommerce solutions, merchants must leverage third-party tools to support marketing, service, and CRM needs. This leads to a higher time to launch and a disconnected support experience.

Solution / How To Configure

Starter and ProSuite customers will get Storefront capabilities out of the box with no additional configuration steps. Set-up your store in few simple clicks and you are ready to launch.

Use Case

SMB Merchants want to launch an ecommerce business as easily as possible. They can leverage our C360 suite within Starter & ProSuite to launch their Storefront, market their Storefront, and service their customers all in one place.

Impact

Time to value; �Customer can now sell their products and services direct and Online manage their customers and market in one single platform that is easy to set-up with faster Time to Value.

Starter, ProSuite editions

282 of 516

Commerce App Navigation

Easier for merchants to get to their tasks in less than 3 clicks!

Customer Need

Static navigation with a flat list, navigation to Store Detail / Record (1.0) Experience, and lack of navigation back from Experience Builder

Solution / How To Configure

Once Refreshed Commerce App Org Pref is on

Navigation Sidebar in “Store” Tab is grouped into accordions and can be expandable / collapsible

Store Object Related List / References will automatically redirect user to �2.0 Store Home

In Experience Builder, if you are in a Commerce Template, user can come back to Commerce App

Features in “Commerce Setup” page are now folded into Store Settings of Left Nav

Use Case

As a merchant, I need to have better orientation into Commerce App so I know where features live, and I don’t have to leave context as much, so I can work more efficiently.

Impact

Improved wayfinding in our product merchants

283 of 516

Workspace List Improvements

Easier for merchants to complete their tasks faster

Customer Need

Customers need a way to easily take actions on their products, categories, promotions, etc as part of their daily jobs.

Solution / How To Configure

Improved header and actions - Separation of Bulk Actions �(all workspace)

Search enabled across workspaces (all workspace)

1-click quick filters (Product workspace only)

Use Case

As a merchant, I need to search, filter and take actions on my commerce data as part of my merchandising and ongoing management tasks.

Impact

Improved productivity for merchants

284 of 516

Website Design Workspace

Streamlined Storefront Branding and Theming

Customer Need

Easily style, brand, and customize your store from right within the commerce app.

Solution / How To Configure

The new Website Design Workspace offers a way to get full branding and theming of the storefront ready in an intuitive lightweight editor. Experience Builder will continue to be used for more advanced use cases, like changing page layouts or editing component settings.

Use Case

Customers want a quick and simple way to add their brand’s look and feel to their storefront, without having to leave the Commerce App. They can set colors, fonts, images and more, and see a preview of their site in real-time.

Impact

Time to value; making it as easy as possible for a Merchant to set-up and launch a Storefront to their customers.

Search Index Error Handling

Identify and troubleshoot search index errors more easily

Customer Need

Customers currently encounter issues when setting up their stores due to limitations in the search index that can cause errors. Today these errors are not well communicated to �customers causing confusion and delayed implementation time. Issues may also go unnoticed, causing lost revenue.

Solution / How To Configure

Every time the search index is updated, there is now transparent messaging about whether the search update completed successfully, and whether any product failed to index in an otherwise successful index update.

Use Case

This will allow merchants to easily identify issues in search and troubleshoot accordingly. Examples include if a product has too many entitlements or if there are too many languages assigned to a store, search indexing can fail. These new error messages will improve visibility of issues that are occurring and suggest steps to remedy.

Impact

Reduced implementation time/frustration, increased revenue to to improve product availability

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Turn Off Shipping

Disabling Shipping Methods at Store Level

Customer Need

Certain customers do not want to calculate shipping costs during checkout. For example, customers who only sell digital goods or services or who don’t charge for shipping. Currently, customers that want to bypass shipping calculations need to implement custom Apex.

Solution / How To Configure

Provide toggle button to turn off shipping method calculation at the store level whenever customers do not need shipping.

Use Case

Users want to skip delivery methods at the checkout

Impact

Reduce TTV for the merchants, Better Performance, Higher Conversion Rate.

Order Management

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Easy OMS Setup

Set up OMS in 3 clicks, saving hours in implementation time �and reduction in costs

Customer Need

Salesforce Commerce customers need the ability to easily set up OMS in order to see order history, details, statuses, route order, as well as provide cancellations and returns. These are capabilities that are delivered from OMS, which is packaged with Salesforce Commerce.

Solution / How To Configure

OMS Lite is automatically setup for the customer via the Commerce Setup Assistant and Store Setup Assistant. When a customer runs the CSA/SSA, all OMS and Omnichannel Inventory setup steps are invoked automatically

Use Case

Customer needs to set up OMS to use in conjunction with their Store for order history/details/status, route orders, and provide cancellations and returns

Impact

Consistent, simple setup experience for Commerce Store customers increases OMS adoption and provides a great customer experience

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Inventory Management Workspace - �Omnichannel Inventory

Account Engagement

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Account Engagement on Einstein 1

Next generation marketing campaigns powered by Data Cloud

Customer Need

MCAE customers need seamless data, content, & user experience across lightning apps, �using Einstein innovations for faster campaign creation & success. With Data Cloud, Account Engagement users can access the Einstein-guided campaign experience in the new �Marketing app.

Solution / How To Configure

Users will need to do the following to use Einstein 1 functionality:

Admin: enable + configure Data Cloud
Admin: ensure users have the necessary MCU PSLs assigned
Admin: configure MC Growth or Advanced + next gen services, depending on MCAE edition
Admin: org has adequate credits to allow team to run marketing campaigns
User: sync historical data to Data Cloud, copy content + assets, use new Marketing app

Use Case

Users access the new Marketing app to create campaigns with Einstein, targeting segments from historical MCAE data & using existing content and images copied to CMS within campaign assets.

Impact

Access to next generation Marketing services & the new Marketing app for future �campaign success.

All MCAE Editions

MC Growth, Advanced supported regions only

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Duplicate Prospects Report

Help keep a clean prospect database by identifying �duplicate records.

Customer Need

Identify duplicate records that may be causing confusion and resulting in unexpected processing.

Solution / How To Configure

User can navigate to the Duplicate Prospects Report to see all the identified prospect records containing more than one record with the same email address.

Use Case

A marketer finds that a certain email has over 100 duplicate records, all with slightly different information. To help keep the database clean, she deletes 99 of the records and keeps the most accurate one in their prospect database for marketing.

Impact

Marketing Efficiency & Improved Data Accuracy

All MCAE Editions

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Form & Landing Page Engagement Data �in Data Cloud

Power marketing on Einstein 1 with even more historical �B2B engagement data

Customer Need

Additional Account Engagement engagement types available for downstream use in Data Cloud

Solution / How To Configure

If not done already, enable the Account Engagement connector in Data Cloud. Once done, create your Form & Landing Page engagement data streams in Data Cloud, & enable import from Account Engagement.

Use Case

Drive a Data Cloud calculated insights with Account Engagement Form & �Landing Page activity data
Create a segment based on prospects that engaged with your Forms & Landing Pages
Personalize a next-gen SMS message based on a Form Submission
Create a more complete 360 degree view of the customer with B2B marketing data �from Account Engagement in Data Cloud

Impact

Discover & build more targeted audiences for marketing efforts
Leverage Data Cloud intelligence across more B2B marketing data
Drive Marketing on Einstein 1 using historical engagement data

All MCAE editions

EE+ only

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Copy MCAE Assets to Salesforce CMS

Help get a jump start on building CMS content by �using existing MCAE marketing assets

Customer Need

Customers need the ability to copy the base HTML of their MCAE forms and emails and have it available in CMS. This content type can be used in their respective block builders in SF in order to get a jumpstart on recreating the asset in Core.

Solution / How To Configure

Using the ‘Copy to CMS’ function in MCAE, the HTML body is copied and inserted into a new HTML component in the CMS content type.

Use Case

A form in MCAE can be copied in order to create a CMS Content type of ‘form’ that is edited in the new form block builder, and can be further stylized and copied directly in the new builder.

Impact

Users can one-by-one or bulk copy (up to 50) pieces of MCAE content at a type to create a new CMS record, allowing them to have a baseline of HTML and content to work with in the new CMS builders.

MCAE Growth & Plus - AMER + Data Cloud + MC-GE

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Tableau Cloud and Tableau Desktop

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Tableau Cloud Manager

Manage Multiple Sites in Tableau Cloud

Customer Need

Tableau Administrators need the ability to separate analytic content (collection of users, groups, and analytic data) into multiple geographic regions.

Solution / How To Configure

Admins can now manage multiple sites at the tenant level including licensing and global users.

Use Case

When a Site Administrator determines that they need a new site to support data content separation between Analytic needs within their business, they can add a new site and associate one or more users in the global user directory to the new site.

Impact

This new capability helps support many use cases (compliance regulations, regional logistics, third party embedding) and/or where analytic content separation is critical for business operations.

Tableau Cloud

Manage Users across Sites

Create and Manage Sites

Site limits vary by Edition; Tableau Cloud (standard) = 3, Tableau Cloud Enterprise = 10, and Tableau+ = 50

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Tableau Microsoft Teams App Integration

Discover, analyze, and collaborate within the flow of work

Customer Need

In order to successfully collaborate with others, Teams users spend valuable time navigating away from the flow of work to find and share key data driven business insights.

Solution / How To Configure

Microsoft Teams users can discover and interact with Tableau dashboards and Pulse Metrics without leaving Teams - in personal apps, messages, channels, and in meetings.

Use Case

A Teams user can discover their favorite Tableau dashboards in their personal app. From there, they can analyze and share their insights in a message or a channel. Pinned channel content is also available to explore in Teams meetings, providing a fully interactive experience.

Impact

Business user adoption

Tableau Cloud

This app integration is free for all Tableau and Teams users. Requires 23.1 or newer

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Table Viz Extension

Native extension solution for Tableau Analyst �common pain points

Customer Need

Tables are critical visualizations for analysts and help them inspect data as text and conveying details at lower grain. With this new Exchange built Viz Type, we start to tackle the common functionality asks around column level sorting, conditional formatting, and copy to clipboard concepts.

Solution / How to Configure

Table Viz Extension will be made available on Tableau Exchange. Users can load this new viz type into their marks card. Users can configure new columns for their Table by dragging fields on their marks card and interacting with the table directly to configure.

Use Case

Analysts can now incorporate detail tables as a part of their dashboard, making it easier to connect with users who feel more comfortable interacting with data in a grid format.

Impact

Helping enterprise teams evolve from legacy reporting solutions. This solution is �intended to bridge those discussions with the usability issues we hear most often �from spreadsheet workers.

Tableau Desktop & Cloud

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Spatial Parameters

Geospatial analytics just became interactive

Customer Need

Parameters allow authors to create rich, interactive dashboards that allow end users to ask and answer their own questions. Parameters are only able to capture regular strings and numbers - not spatial data - thus precluding Geospatial from these scenarios. Until now.

Solution / How To Configure

In addition to the regular Parameter types (e.g. string, integer), authors can now select a “Spatial” type. The Spatial type allows the Parameter to capture spatial geometries - points, lines, and polygons representing locations, paths, and regions.

Use Case

Let’s take a basic map of lat/long points. Spatial Parameters allows the end user to select individual points, which then get passed as input into calculations enabling dynamic behavior based on the selection. This is no different than today’s Parameter behavior, simply extended to spatial objects.

Impact

Geospatial analysis is a fast-growing market. Our customers increasingly reach for geospatial analysis to better understand their customers and their business. Spatial Parameters fills a key analytical gap when it came to geospatial vs. regular business data. It brings the full Tableau analytical experience to geospatial data.

Tableau Desktop & Cloud

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Display Data Model for Published �Data Sources

Help analysts create accurate visualizations

Customer Need

Understanding the relationships between different tables and fields in a Tableau data model is crucial for accurate analysis. Analysts need this information to understand the meaning when using fields from different tables together.

Solution / How To Configure

When clicking the Data Source pane in a Tableau workbook for a Published Data Source, the data model will show. There is no configuration needed.

Use Case

When creating visualizations based on a Published Data Source, analysts can now easily make sure they choose the correct fields because they know the relationships between fields from different tables they use.

Impact

By enabling analysts to view and understand how tables in the data model are related in Published Data Sources, they can confidently create accurate visualizations with a clear understanding of the data model semantics.

Tableau Cloud & Desktop

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Tableau Cloud On Hyperforce

The Future of Tableau Cloud Platform

Customer Need

Today, customers demand a more robust, secure, and scalable cloud analytics solution. Hyperforce is Salesforce's next-generation infrastructure architecture designed specifically for the public cloud. It represents a significant leap in cloud technology, enabling applications to deliver enhanced performance and security.

Solution / How To Configure

Tableau Cloud migration to Hyperforce will be seamless. The main change will be for admins using hard coded Tableau Cloud IP addresses and they will need to update egress IP allowlists to use �Hyperforce specific IP address. As TabCMD 1.0 will no longer be supported, admins/IT teams will need �to move to TabCMD 2.0.

Use Case

With Tableau Cloud on Hyperforce, Tableau Cloud users will see immediate benefits while getting the same user experience and functionality as before. Beyond regional expansion, a third Availability Zone (AZ), and new compliance certifications, the Hyperforce platform enables customers to leverage existing Salesforce innovations and integrations to innovate faster—a great example is Tableau Cloud Private Connect.

Impact

Hyperforce is the new home to Tableau Cloud, providing unparalleled scalability, security, and �compliance capabilities.

Tableau Cloud

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Custom Domains

Set custom domain/vanity URLs for Tableau Cloud sites

Customer Need

Embedded customers want to ensure that their Tableau Cloud solutions still operate as expected, �as more browsers crack down on third-party cookies with Safari + others now defaulting them �to off.
Admins and IT teams often need to create custom URLs/domains to reflect their brand for �external use cases or to simplify how internal users navigate to their Tableau environment.

Solution / How To Configure

Site Administrators in Tableau Cloud will be able to configure a custom domain in their settings page. �They will need administrator privileges to add CNAME records to the DNS configuration of the parent domain and a valid TLS certificate (not internal) to upload.

Custom Domains will be available after Hyperforce migration is completed for all pods.

Use Case

Custom Domain service allows Tableau Cloud Admins to set custom domains for their sites (example: analytics.mycompany.com) instead of their pod specific URLs (example: us-west-2a.online.tableau.com).

Impact

Helps embedded customers meet third-party cookie compliance requirements; helps admins improve �the navigation experience for end users and reflect their brand for external use.

Tableau Cloud

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Mutable Email Address for Notifications

Enabling users to update their email for notification purposes

Customer Need

The Tableau Cloud username is an overloaded attribute and is used for login and for notifications. When customers no longer have access to their email inbox, they have no way to easily update this dynamic attribute in Tableau.

Solution / How To Configure

As an initial step of enabling Admins to update their attributes as needed, we will first allow �for users from external IdPs (non-TableauID auth users) to be eligible for email address updates for notification purposes. Note: We are not yet extending this functionality for TableauID auth users. We are also not supporting updates for the username attribute which �is used for login purposes.

Use Case

Tableau Cloud users may no longer have access to the inbox of their stale email address. We want to ensure they can update this value and get important notifications from Tableau Cloud.

Impact

This will give users more control and ensure they receive all important notifications.

Tableau Cloud

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Multiple External Identity Providers on a Site

Enable single sign on (SSO) on a site from multiple �identity providers

Customer Need

Modern enterprises need the flexibility to provide users access to Tableau no matter which identity provider (IdP) they belong to. However, we have historically limited customers to a single external IdP per site.

Solution / How To Configure

By default, Tableau ID with MFA is enabled for a site, but in addition to this you can also enable up to 20 identity providers on a site.

Use Case

You may invite users and partners from different sources to authenticate with your Tableau Cloud site. You no longer need to create a site per identity provider that you want to connect to.

Impact

This feature will enable site consolidation and easier access for both internal and external users across an organization.

Tableau Cloud

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Google Font Support

Initial set of Google Fonts supported in Tableau Cloud

Customer Need

Fonts supported in Tableau Cloud have been limited and has become problematic for users migrating from Server (where they can install any font they want) to Cloud. Customers also haven’t had dedicated font support for Arabic, Hebrew and Devanagari in Cloud.

Solution / How To Configure

No action needed by the users as the new Google Fonts are installed for all Tableau Cloud Sites.

Use Case

During creation or editing of workbooks on the web, Creators have more choices for the Fonts they can use now that we support an initial set of Google Fonts.

Impact

New Fonts Supported - Lato, Montserrat, Noto Sans, Noto Sans Hebrew, Noto Sans Arabic, Noto Sans Devanagari, Open Sans, Oswald, Poppins, Raleway

Tableau Cloud

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Multi-Fact Relationship Infoscenting

Relevant tooltips that inform relatability

Customer Need

Analysts need proactive information in the flow of work to understand best practices when relating different data sets and fact tables.

Solution / How To Configure

When using the multi-fact relationships data model, infoscenting surfaces �the guidance on the relatability between fields in use and those in the data pane. New updates provide additional information on what fields are used �for stitching.

Use Case

If there is an anticipated inaccuracy, the Warning dialog will show. The Relatability and Stitching icons are used to show relationships, and Tooltips provide scannable details. Analysts can use these features to better communicate data intricacies.

Impact

Organizations have fewer, but more comprehensive, published data sources to optimize shared semantics.

Tableau Cloud & Desktop

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Pulse Layouts in Web Component

Use different Pulse layouts in products and applications

Customer Need

Developers want to show the different Pulse layouts in their products and applications.

Solution / How To Configure

In the Pulse web component, provide the layout attribute which can have the value "detail", "card" or "ban".

Use Case

In the landing page of the portal, the developer wants to show a list of KPIs. When the user clicks on one of those KPI, a larger version of the Pulse metric shows up in a popup window.

Impact

More developer flexibility

Tableau Cloud

External Identity Provider for Snowflake

Configure a custom identity provider to connect to Snowflake

Customer Need

Enterprises expect to be able to integrate Tableau and Snowflake with their existing identity provider and security policies.

Solution / How To Configure

Use Case

Users can connect to Snowflake using an OAuth identity provider other than Snowflake/Okta (e.g. Microsoft Entra ID, PingFederate, etc.)

Impact

Simplifies OAuth connectivity from Tableau to Snowflake for many scenarios.

Tableau Cloud & Desktop

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JSON Web Token Authentication �for SAP HANA

Connect to SAP HANA using an identity provider and �JSON web tokens

Customer Need

Enterprises expect to be able to integrate Tableau and SAP HANA with their existing identity provider and security policies.

Solution / How To Configure

Similar to configuring the Amazon Athena connector to use a custom identity provider, admins will need to configure their identity provider for the relevant Tableau clients and also create and deploy an OAuth configuration file. This �assumes that your SAP HANA database is already configured to use JSON Web Token (JWT) authentication.

Use Case

Users can connect to SAP HANA using an OAuth (JWT) identity provider and utilize their existing access policies.

Impact

Enables more secure connectivity from Tableau Cloud to SAP HANA.

Tableau Cloud & Desktop

*Available in a weekly release after Tableau Winter’25 initial availability

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Migrate Embedded OAuth Credentials

With new REST API methods, migrate embedded OAuth �credentials from Tableau Server to Tableau Cloud

Customer Need

When migrating from Tableau Server to Tableau Cloud, admins need to be able to migrate OAuth credentials embedded in data sources and workbooks programmatically and at scale. Manually re-adding credentials to potentially thousands of workbooks/data sources during migration is unacceptable.

Solution / How To Configure

New REST API methods will allow admins to programmatically download credentials from Tableau Server and re-upload them to their Tableau Cloud site.

Use Case

Anytime a customer is migrating from Tableau Server to Tableau Cloud, they will need to migrate workbooks, data sources, users, credentials, and other content. REST API methods aim to make this migration easier.

Impact

Reduced friction in Tableau Server to Tableau Cloud migration.

Tableau Cloud

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HPE Ezmeral Data Fabric (MapR) Connector

Connect to data in HPE Ezmeral Data Fabric

Customer Need

The former MapR Hadoop Hive connector was retired under the pretense that MapR was defunct. Instead MapR was acquired by HPE, rebranded to HPE Ezmeral Data Fabric, and a number of businesses still needed to connect to it from Tableau.

Solution / How To Configure

The connector is available by default in the connectors list starting in 2024.3

Use Case

Analysts and business users need to connect to, and analyze, data stored in HPE Ezmeral Data Fabric.

Impact

Unblocks users who need to be able to connect to HPE Ezmeral Data Fabric in Tableau.

Tableau Desktop

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Activity Log Enhancements

Monitor data quality in real-time with Extract Refresh events

Customer Need

Tableau Cloud Site Admins need to monitor extract refreshes in real-time to ensure users are accessing the most recent data in dashboards.

Solution / How To Configure

Activity Log now includes a background_job event type that can be streamed to SIEM tools or imported into cloud databases to enable monitoring use cases for extract refresh operations. Admins can configure this feature by provisioning an AWS S3 bucket, navigating to the Integrations tab on the Site Settings page, and configuring Activity Log to write log files to it.

Use Case

Admins and IT teams that have mission-critical dashboards in Tableau powered by frequently-refreshing extracts can ensure they are operational, and swiftly troubleshoot if problems arise.

Impact

Maintain data freshness requirements in real-time.

Tableau Cloud

Only available with Tableau Cloud Enterprise and Tableau+ editions unless customer already has the Advanced Management Add-on.

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Tableau Pulse

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Pulse for Salesforce

Get even more value out of Salesforce with AI-powered �insights infused into CRM

Customer Need

It’s still too hard for many sales teams to benefit from analytics—and for analysts to support them. Other analytics solutions are complex to configure and lack out-of-the-box purpose-built sales metrics.

Solution / How To Configure

Users can integrate Pulse via a Lightning Web Components (LWC) wizard that automates the Salesforce Tableau integration. Admins can easily install, update, and manage Pulse for Salesforce with a built-in managed package.

Use Case

Follow personalized sales metrics directly in Salesforce and the Salesforce mobile app–by seeing an AI-powered, purpose-built insights digest of key sales metrics, sales teams can take action on data quickly.

Impact

Sales team productivity

Requires Sales Cloud licenses

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Einstein Copilot for Tableau

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Einstein Copilot for Tableau: Web Authoring

Explore and act on data at speed with AI

Customer Need

New analysts need a way to increase their productivity and proficiency so they can efficiently �curate, explore, and act on data throughout their day.

Solution / How To Configure

Einstein Copilot for Tableau brings an intuitive, natural language interface to assist users �through their entire cycle of visual analysis. Einstein Copilot is enabled for Tableau+ �customers through the Site Settings UI and is accessible through worksheets in the �web authoring experience.

Use Case

Jumpstart data exploration with recommended questions and continue to leverage suggested questions to advance your analysis at any point of your exploration. Engage with Einstein in �natural language to create vizzes and calculations. Work side-by-side with an AI assistant so you �can move freely between manual drag and drop actions to conversationally communicating with Einstein. Drive improvements that enhance Einstein’s performance with built in feedback.

Impact

Einstein Copilot empowers new analysts to go from insights to action even faster. Transform prompts into visualizations, formulate calculations to enhance your analysis, and get suggested questions based on your data.

Only available with Tableau+

Tableau Cloud

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Tableau Bridge

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Bridge support for taco files (Limited)

Expanded Connectors available on Tableau Bridge

Customer Need

Customers want to analyze data from more sources. Supporting taco files expands the list of supported connectors available for Tableau Cloud customers.

Solution / How To Configure

A subset of connectors in Tableau Exchange that utilize a basic username and password authentication method are now enabled for Tableau Cloud via Bridge.

Use Case

Expand the data you can analyze on Tableau Cloud by connecting directly to databases like ServiceNow, Actian JDBC and Couchbase Analytics.

Impact

Expanded supported data sources that are accessible for Tableau Cloud customers.

Tableau Bridge

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Bridge support for Embedded Flat Files

Connect to Embedded Flat Files on UNC Drives

Customer Need

Excel and csv files alone make up >20% of Published Data Source Connections on Tableau Cloud but have not had a way to embed into workbooks directly.

Solution / How To Configure

Customers can now embed these flat files in their Workbooks directly, providing greater access to file-based sources. Useful for customers migrating from Server to Cloud who expect a seamless migration experience.

Use Case

An admin can refresh embedded Excel, csv, spatial files, PDF, and spatial files using Tableau Bridge on Windows. (Unsupported use cases: hyper and MS Access files or Linux for Containers)

Note: Requires Named Pools

Impact

Significantly reduce difficulty of customer migrations from Server to Cloud. This previously impacted 1,000’s of data sources for our Enterprise migrations and will drastically reduce time to migrate these data sources.

Tableau Bridge

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Bridge Performance Improvements

Query Data Faster With Greater Trust

Assign correct ranks to expression set versions to make sure that the correct expression set version is invoked

Impact

Reduce the number of steps required to go live
Eliminates the manual process to update Rank after deployment

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Expression sets - Simulation support for �different context mappings

Customer Need

Need ability to comprehensively validate an Expression Set with different context mappings

Solution / How To Configure

Ability to select different context mappings during simulation of an Expression Set

Use Case

When an Expression Set is created with Context definition having multiple context mappings, customers need the ability to simulate Expression Set with different mappings so that the results can be validated before activating the Expression Set

Impact

Faster & efficient way to validate an Expression Set comprehensively with all the context mappings with fewer steps (Earlier customer had to mark a context mapping as default so as to simulate with that particular mapping)

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Admins can turn on automation to support multiple address changes, and tracking of primary and undeliverable addresses.

Impact

Admin efficiency and accurate data collection

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Programs Suite Enhancements

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Provider Management

Manager provider network to streamline referral process

Customer Need

Data Intelligence Enhancements

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Tableau Einstein for Fundraising Intelligence

Analyze results and enhance fundraising efficacy

Customer Need

Nonprofit fundraisers need insights into donor and campaign performance to ensure strategies are aligned with goals.

Solution / How To Configure

Embedded dashboards allow users to analyze donor behavior, donation trends, and campaign effectiveness to achieve fundraising goals through data-informed decision making. Dashboards are available on the Donor Engagement, Philanthropy & Partnerships and Fundraising Strategy homepages.

Use Case

From the Philanthropy & Partnerships homepage, a Major Giving Officer can quickly asses total number of major donors, average gift amount, retention rate and more to develop targeted engagement strategies.

Impact

Increased fundraising efficacy

Requires Data Cloud

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Nonprofit Einstein Generative AI

Leverage Einstein 1 to unlock data with trusted AI solutions

Customer Need

Nonprofits need to harness the power of their data to improve efficiency, personalize donor engagement, and increase funding.

Solution / How To Configure

New AI capabilities for Nonprofit Cloud enable nonprofits to quickly generate personalized fundraising proposals and summarize key information to improve programs and stakeholder engagement.

Use Case

Generate gift proposals and summarize programs, donor engagement, notes, and grantmaking applications & funding with Einstein 1 generative AI summary components on record pages.

Impact

Increase efficiency

Requires Data Cloud & Einstein 1

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Financial Services

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Personalized Finance

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Contextual Alerts

Drive action with insights from Data Cloud

Customer Need

Financial advisors and bankers need timely insights about their clients to provide personalized services and value.

Solution / How to Configure

In this release we’re introducing the ability for the end customer to configure contextual alerts based on calculated insights to be surfaced for an account via a flex card.

Use Case

Bankers and financial advisors can now receive contextual alerts when:

A client’s expense runway falls below X months
Credit card utilization ratio falls below a certain threshold

Impact

Data-driven and timely insights that result in next best actions that provide the most value for customers.

Enterprise, Unlimited

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Generative AI Wealth Client Summaries

Wealth client summaries for advisors to generate �on a click of a button

Customer Need

Financial advisors spend hours collating financial information about their client to prepare for a meeting.

Solution / How to Configure

An out-of-the-box prompt template and flows to retrieve financial accounts, plans, goals, and cases entities for a client
Einstein generated wealth client summary

Use Case

Financial advisors can now navigate to an account and see an Einstein generated summary about the client including financial accounts, plans, goals, and cases.

Impact

Accelerate advisor productivity to prepare for client meetings

Enterprise & Unlimited, Einstein 1

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Fact Finding Questionnaire

Use an out-of-the-box Fact Finding questionnaire to formulate �an investment strategy for your clients

Customer Need

Financial advisors need to go through a set of questions to understand their clients investment priorities, objectives, plans and risk tolerance to guide their investment strategy.

Solution / How to Configure

An out-of-the-box fact finding questionnaire that is available through Discovery Framework
Answers to the questions will add up to a score that determines the client’s �risk tolerance

Use Case

Financial advisors can now click on the start button and answer questions from the questionnaire with their client to come up with the risk tolerance level that is stored �on the account.

Impact

A one stop shop where advisors can now launch the fact finding process natively within Salesforce to avoid swivel chairing and increase productivity.

Enterprise & Unlimited, Einstein 1

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Integrated Onboarding

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Stage Management

Granular management of stages in a process

Customer Need

Customers spend lot of time & resources in building complex business process flows and have a limited visibility of the process to the end user. Stage management gives a high degree of control on how the business process is designed.

Solution / How To Configure

The solution is GA in Summer ’24. In Winter release, we are releasing a metadata API for migration of stage management definitions �between sandboxes

Use Case

Metadata API helps the admins to migrate stage management definitions from one sandbox to another, for example from UAT environment to production environment.

Impact

Significant decrease in time to transfer the stage management definitions

Enterprise & Unlimited, Einstein 1

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Offline Data Capture in SFS app using Discovery Framework

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Offline Data Capture in SFS app

Data collection on SFS mobile app in the absence �of internet connection

Customer Need

Collect information on SFS mobile app in areas with poor connectivity by field service agents.

Solution / How To Configure

Author data collection question repository using Discovery Framework
Create the questionnaire form using Flow with the process type - ‘Discovery Framework Data Capture (Beta)’
Configure this Flow in the SFS work-order object under Forms. Launch the flow from the SFS mobile app

Use Case

Relationship managers can collect information for new customer onboarding, Collection Agents can fill-in details during collection processes in areas with poor connectivity �such as basements

Impact

Decreased time to value through a single data collection framework that works in both �online and offline environments, powered with extensible business authoring and form versioning capabilities.

Enterprise, �Professional Unlimited

Beta

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Digital Lending

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Loan Calculator

Flexible and extensible loan calculator

Customer Need

Customers need a way to calculate monthly payments and total interest paid on their loan when browsing or applying for loan products

Solution / How To Configure

Drag and drop the loan calculator flex card onto any page (Customer community or Lightning Experience.) To change the formula used for calculation, override the data raptor calling the file based apex with your own formula or external integration

Use Case

Understand key information such as monthly payments, interest vs principal breakdown and total interest paid over time before applying for a loan

Impact

Provide tooling to allow smarter decisioning for agents and customers

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Loan Configurator

Configure loan parameters and recalculate offers

FSC Sales - Trusted Relationships -

Next Gen Householding

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Financial Summary Rollup

Aggregate financial information from FSC standard objects �using predefined Data Processing Engine definitions.

Customer Need

Get key financial summary metrics by aggregating financial information across scattered across multiple objects

Solution / How To Configure

A set of predefined Data Processing engine definitions are shipped out of the box with this feature. Clone and customize these definitions according to the business requirements. Periodically Run Data Processing Engine Definitions to generate rollup results. The rollup results are stored in the Account Financial Summary and can be viewed using the Related Record Detail Display component on Household/Account page.

Use Case

When a Relationship Manager wants aggregated metrics of Household/Client (Total Bank Deposits, Investments, Liabilities,etc.)

Admin can configure Data Processing Engine definitions and generate �rollup results

Impact

Improved FSC Adoption

Available in FSC Sales, FSC Service, FSC Sales and Service

EE, UE & PE

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Financial Summary Rollup

Aggregate financial information from FSC standard objects �using predefined Data Processing Engine definitions.

Orchestrating Mastercom Pre-Arbitration and Arbitration Steps

Customer Need

Managing chargebacks is time-consuming and error-prone, requiring manual data entry across various systems. Pre-arbitration and arbitration cases are needed to be filed for certain chargebacks. This is a manual, disconnected step and needs to be streamlined.

Solution / How To Configure

Transaction Dispute Management now integrates with MasterCom® to assist you in resolving transaction disputes with an efficient chargeback process. Arbitration step is necessary when initial chargeback process did not lead to Dispute resolution. FSC Dispute Mgmt. can now

Use Case

When a Chargeback process requires pre-arbitration or arbitration, the Dispute Agent can perform those steps in their flow of work without ever leaving the Salesforce console

Impact

Eliminate swivel chair and manual process for creating and tracking arbitration cases in the lifecycle of a chargeback

FSC Service

FSC Sales & Service

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Impact

Applicant and recommender satisfaction

EE/UE

Recommendations are captured as Salesforce Surveys. Limited to 100K per org per month. Additional surveys available upon request.

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Student Success

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Pulse Checks

Capture longitudinal student experiences over time

Customer Need

In order to enhance the overall wellbeing of their advisees, advisors need to understand how a student is feeling over time and should be able track their wellness sentiment. They need recurring pulse checks which are engaging, and quick.

Solution / How To Configure

Create pulse checks using a pulse check template which has the default recurrence and occurrence. It also houses the Omniscript associated with the pulse check. Analyze the pulse check responses using score graphs to see the trend in student’s sentiments.

Use Case

Capture and analyze wellness sentiment of students over time.
Enable advisors to provide overall wellbeing support to students

Impact

Students get a medium to communicate with the university “How they are feeling” and can get the necessary support in time.

EE/UE/PXE

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Student Watchlist

Keep an eye out for students in need

Customer Need

Advisors support an overwhelming number of students. They need to tag students who need the most support for watchlist to monitor them over time. They need to prioritize these students from their caseload for proactive support.

Solution / How To Configure

Use the watchlist entity to create record for tagging a student on watchlist. Bulk application is also enabled on list views of Academic Term Enrolment and Case entities.

Use Case

Enable advisors to tag students in need for watchlists and monitor them over time.

Impact

Advisors are prioritizing support to students with utmost need and can offer timely support.

EE/UE/PXE

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Advising Case Summarization

Generative AI based Quick Snapshot of an advising case

Customer Need

Advisors support an overwhelming number of students. They have tons of student appointments every day. Before hopping from one appointment to the next, they do not have enough time available to prepare for the next appointment by getting to the details of how a student is and what previous meetings, issues and resolutions were made to them. Therefore a quick snapshot of a student’s advising case will support advisors in getting to know how a student is doing & any outstanding issues before the appointment.

Solution / How To Configure

Use the embedded AI action with the out-of-the-box prompt template to get an advising case summary

Use Case

Summarize the advising case of a student to enable advisors understand a student’s outstanding issues, their standing and provide necessary support during an appointment.

Impact

Advisors are informed about a student before going into an appointment.

Unlimited

Edition Only

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Advancement &

Alumni Relations

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Engagement Visualization Panel

Alumni Engagement Insights with Data + AI

Customer Need

Advancement teams need to understand an Alumni’s Personal Engagement, Events & Activities, Meaningful Impact, and Personal Investment activities across the institution.

Solution / How To Configure

Admins configure the new Engagement Visualization Panel LWC using design time attributes, which allow for them to choose which Data Model Object within Data Cloud contains the information, which Calculated Insight to use to summarize the activities, and a Generative AI prompt from Prompt Builder Library to provide insights on the data.

Use Case

An advancement officer wants to understand an Alumni’s communication engagement in an easy way, using generative AI.

Impact

Understand applicant, student, alumni, and other information

EE/UE

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Mentoring Comparison AI & Summaries

Provide Summary of Mentoring Activities �& Vector Distance Analysis

Customer Need

Mentoring Coordinators want to quickly understand how Mentors and Mentees compare to each other in order to provide the best match

Solution / How To Configure

Admins configure the new Mentoring Comparison View LWC in two new ways:

Generative AI Summary – Ability to choose which prompt from Prompt Builder Library to use in the Comparison View
Vector Distance Analysis – Ability to choose to include the distance score in the Comparison View

Use Case

A Mentoring Coordinator is previewing which Mentor and Mentee to match based on specific criteria, has the new ability to see a generative AI summary based on their data and see a new distance score to see how closely they relate (or not relate) to each other’s assessments

Impact

Better understand the Mentor/Mentee, provide better match

EE/UE

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Multiple Address Management

Store and manage multiple physical addresses

Customer Need

Organizations needs to store and manage multiple addresses, including seasonal and historical addresses, in order to reach their donors at the right address, every time.

Solution / How To Configure

Turn on Automatic Address Synchronization inside Fundraising Settings

Use Case

Admins can turn on automation to support multiple address changes, and tracking of primary and undeliverable addresses.

Impact

Admin efficiency and accurate data collection

EE/UE

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Enhancing Acknowledgements �& Tax Receipts

Increase efficiency with donor lists and tax receipting logic

Customer Need

Deepen the Acknowledgement & Tax Receipting functionality with increased tax receipting transaction logic as well as the ability to �generate and view a list of donors that were included in the most �recent bulk generation.

Solution / How to Configure

Updated UI with options to determine the logic for a transaction and opt in for generating a list of donors. DocGen must be enabled and configured prior to using the acknowledgements feature

Use Case

After a week of donations, a Donor Support Officer can generate a batch of Gift Acknowledgements and pull a list of donors included to mail the letters to.

Impact

Increased efficiency

EE/UE

Soft Credits on Commitments

Track who influences your organization

Customer Need

Solution / How To Configure

A new entity; GiftDefaultSoftCredits related to the GiftCommitment as a source for soft credits on new transactions. Enable fundraising within your org

Use Case

Allow for better visibility into those who influence your organization with a clear data structure

Impact

Increase data driven decision making

EE/UE

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Bulk Source Code Creation

Save time, reduce errors, and enhance strategy by creating source codes in bulk

Customer Need

Solution / How to Configure

Navigate to Campaign record home page and edit page to configure or add component.

Use Case

New customizable component to create source codes in bulk & logic to populate fields and generate new records.

Impact

Increased efficiency

EE/UE

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Academic Operations

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Degree Planning Pathway Templates

Assist students in planning their requirements, term by term

Customer Need

Advisors want to provide students with a recommended sequence of courses to help them plan their degrees in a timely manner

Solution / How To Configure

Navigate to the Learning Pathway Templates page in the Student Success App; or search for Learning Pathway Templates in the �App Launcher

Use Case

Rachel Advisor wants to create a pathway template for transfer students in the computer science program. She can create a 2 year pathway template that lists out the courses by term that she recommends a student take to graduate on time.

Impact

Improve graduation rates

EE/UE/PXE

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Intelligent Program Comparison Engine

Empower students to make informed program decisions by evaluating and comparing multiple degree options with ease

Customer Need

Students want to research and compare their existing program with additional programs that might be available to them to make informed choices

Solution / How To Configure

Learners will need the Run Flows permission in order to run the program comparison tool
Admins will need to clone the flow, make any necessary changes, and then activate the cloned flow. They can then add the cloned flow to their Experience Cloud site. They may also create a flow quick action from the Learning Program Plan in Object Manager to allow a learner to view the comparison for the current Learning Program Plan record.

Use Case

Sophia Student is currently enrolled in BA Economics but wants to see if she could double-major in BA Finance. She runs a comparison report and can see a detailed view of which requirements she has already completed and which requirements remain for the BA Finance program.

Impact

Competitive parity

EE/UE/PXE

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Learner Pathway Enhancements

Enable students to see pre-req and co-req requirements; enable students to retake courses

Customer Need

Students need to see whether they have completed the pre-reqs or co-reqs to the courses they are adding to their degree planner

Solution / How To Configure

The validation API has been added to the degree planner; there is no additional setup required. It will run automatically when a user attempts to add a course that they have not already added the prerequisite for.

Use Case

Sophia Student adds Biology 21 to her degree planner, and sees a message that says that this course has a prerequisite of Biology 1A and encourages her to add that to the planner.

Impact

Improve graduation rates

EE/UE/PXE

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Program Plan Builder Enhancements

Enable customers to visualize imported program plan data �in the Program Plan Builder

Customer Need

Customers want to use the builder to visualize their existing program plan data that they have imported

Solution / How To Configure

The Learning Program Plan record page has a “Clone & Edit in Builder” button that launches this action; it can clone from the graph of data from both published and unpublished program plans.

Use Case

Connected University has their course catalog already defined and created in an external system. They import this data into CRM and can now clone the data into the JSON structure and visualize it in the builder.

Impact

Accelerate adoption

EE/UE/PXE

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Student Program Enrolment

Enroll applicants via an intelligent, intuitive, �and configurable UX

Customer Need

Student Enrolment is often a tedious task that involves creating records in multiple entities. This UX abstracts out the complexities and provides staff with an automated way of handling this often time consuming process of converting an applicant to a student.

Solution / How To Configure

A sample flow is provided with education cloud orgs. Users can add steps/ modify existing flow or use it as it is to cater to student enrolment asks.

Use Case

Once an applicant has accepted the offer, staff personas can either enrol students one at a time or a set of students via a 2 step UI flow. Alternatively, the institutions can set up an automated flow that enrols all eligible applicants on a periodic basis (Ex: scheduled flow that runs every day during the enrolment period)

Impact

Increases Registrar/Staff persona productivity

UE/EE/PE

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Course Catalogue Business APIs

Simplifies Learning Creation

Customer Need

Replicating the entire learning catalogue or parts of it is a time consuming process and is prone to manual entry errors.

Solution / How To Configure

Learning Catalogue Business APIs with external id support ensure accuracy and reduce setup time.

Use Case

A university has a comprehensive learning catalogue with multiple courses as prerequisites to other courses. This catalogue existing in another system outside Salesforce. Now, they are planning to move to Salesforce data model. Business APIs easily enable the admin staff to replicate the entire structure. Additionally, the external id support enables them to use integration tools to facilitate a sync mechanism to update learning entities from old system to new one.

Impact

Simplifies initial setup and transfer from one system to another.

UE/EE/PE

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Learner Progress Summary & Enhancements

Enroll applicants via an intelligent, intuitive, �and configurable UX

Customer Need

Students and staff personas need a summarized view to track progress against requirements

Solution / How To Configure

In CRM, learner progress summary view is integrated with the student profile card and one can easily toggle between profile card and summary view. Students can easily view the learner summary view embedded with the currently available learner progress.

Use Case

A second year undergraduate student can easily access the summary of their progress against requirements. The adjacent detailed view provides information of the current status and enables the students to validate if they are on track to graduate on time. The staff personas have access to the same view on the CRM side.

Impact

Reduces time spent by staff to unblock students on path to graduation

UE/EE/PE

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Inventory Batch process

Increase scalability for inventory processes

Customer Need

Optimizing performance and guarantee high scalability in inventory business processes

Solution / How To Configure

New batch process aggregates inventory transactions and creates corresponding balance transaction.

Use Case

Inventory transactions are created in multiple RE and DSD �scenarios which are related to flexible keys: tour, vehicle, user, product or customer

Impact

Higher scalability allows to implement the solution in high �volume markets

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Account Manager Process

Increased performance

Customer Need

Provide customer managers access to the Account Team of the corresponding accounts

Solution / How To Configure

Optimized batch verifies that existing records are not recreated. This leads into a significant performance improvement.

The system runs the new version of the account manager batch for new projects by default. Existing projects can enable the new version by the EffectiveAccountManagerSyncBatch custom setting

Use Case

Updates in the org unit assignments requires adjustments in account team permissions

Impact

Performance increase allows implementations of high �volume markets

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Picklist Mapping Batch

Increased scalability

Customer Need

Deploy the solution across multiple markets (sales orgs) on a single Salesforce org

Solution / How To Configure

This process prepares the picklist definitions for the offline mobile app. The improved batch process (PicklistAttributesMappingBatch) can be executed per a subset of markets to avoid conflicts with the limit of 10k records

Use Case

Update the picklist repository after import of relevant picklist files

Impact

Scalability increase allows implementations in more markets

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Salesforce Easy

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Remote API Calls

CG Offline App - Online connectivity mode

Customer Need

Leverage online connectivity from the offline app and realize value in business scenarios by executing API calls to the backend

Solution / How To Configure

From the customization layer execute REST API calls to the backend and receive data.

Consume this data in business logic and render it in the UI

Use Case

A varied set of use cases can be realized through customizations, for eg:

Create ad-hoc visit for off-route customers,

Execute ATP checks and Credit limit checks, �Route optimizations, etc

Impact

Leverage existing APIs to enable newer functionalities on the Offline App

Ability to process data without sync to offline device

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PDF printing in non-Latin languages

Drive custom flexible periods on �Sales Agreements to track actuals

Define flexible Periods for tracking Actuals on �Sales Agreements

Customer Need

Enhanced capability to define a Sales Agreements on any day of the month on a Sales Agreement

Solution / How to Configure

The periods now get generated based on the start dates of the sales Agreement�Start Dates are appended to the header for every period

Use Case

Account Managers can now create Sales Agreements on or after 25th of the month there by support custom

Impact

Improved accuracy in generating sales agreement schedules

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Control Auto Distribution of Quantity Spread �On Sales Agreements

Flexibility to manually distribute the quantities vs �auto-distribution

Customer Need

Automated equal distribution of sales agreement quantity across the time periods does not give flexibility to manage the quantity as per business need

Solution / How to Configure

User defined control to Enable/ Disable Quantity spread across Sales Agreement periods

Use Case

Manufacturers negotiate prices for the products on a periodic basis and would like to manually update the product quantities as opposed to automatically distribute the committed quantities equally across periods

Impact

Improved productivity and efficiency

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Enable Manufacturing and Rebate �specific BPOs for Reports and Mobile

Build business specific reports and support �key operations on mobile

Customer Need

Manufacturers would like to generate custom reports using MFG out of the box BPO entities to suite their business needs

Solution / How to Configure

All the Manufacturing BPO’s are now enabled for reporting.

The BPO’s can also be viewed on Mobile.

No out of the box Layouts have been provided for Mobile. Partners have to build their own layouts.

Use Case

Create custom reports using Advanced Account Forecast Fact table to view forecasts by accounts

Impact

Improved productivity with access to data via mobile and reports

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Inventory Search and Transfer

Search and Transfer Non-Serialized and Serialized �Products/Parts

Customer Need

Search Inventory across locations and transfer products/parts efficiently

Solution / How To Configure

Users can search for serialized and non-serialized products/parts using the Criteria Based Search and Filter feature and the pre-built "Update Product Inventory Searchable Field Values" Data Processing Engine template. They can also configure a search action using the "Product Transfer" reference action.

Use Case

Service managers can search and gain visibility into products/parts inventory across Field Service Locations and create transfers to locations that don’t have adequate stock

Impact

Improved product availability resulting in enhanced customer experience and decreased downtimes

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Service Part Returns

Improve efficiency with contextual part returns

Customer Need

Claim adjudicators and field technicians need the ability to quickly create work orders in context of a warranty claim or a work order

Solution / How To Configure

Simplified guided user workflow to create return order with parts �in context of a warranty claim or work order with desktop and Salesforce Field Service mobile support

Use Case

Warranty claim adjudicator can request parts to be returned in context of a warranty claim

Field technician can create a part return request back to manufacturer when performing the repair on the asset

Impact

Improve warranty team productivity and efficiency�Improve field technician productivity and efficiency

Available with Industry anchor.

Requires add on Edition Salesforce Asset Service Lifecycle Management for Salesforce Field Service users

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Product Service Campaign Automation

Improve productivity with automated creation of �work orders for campaigns

Customer Need

Service managers need a quick and easy mechanism to create work orders for the hundreds and thousands of assets that are part of a service campaign

Solution / How To Configure

Simplified user friendly mechanism to automate the creation of work orders based on the work type specified on the service campaign

Use Case

Once the service managers identify the assets that should be included in a service campaign, they can create work orders in bulk based on the relevant work type needed for the service campaign so that the service technicians can be assigned for the work

Impact

Improve service team productivity and efficiency

Available with Industry anchor.

Requires add on Edition Salesforce Asset Service Lifecycle Management for Salesforce Field Service users

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Work Order Estimation Enhancements

Boost Operational Efficiency With Greater Flexibility in �Revisiting Estimates and Managing Appointments

Customer Need

Ability for Service agents to re-estimate/enrich generated work orders, seamlessly book/manage service appointments for them

and effortlessly resume work estimation at a later time.

Connected Ecosystem

Claims Data Model, Data Kits for clinical data streams

Customer Need

Due to increasing shift towards value based care, healthcare organizations need clinical and financial insights of their patient population in order to make better informed decisions.

Solution / How To Configure

Data Analysts get out of the box claims data model in additional to clinical and administrative data model to use in segments and build insights

Data Admins use the out of the box data kits that map clinical data from Electronic Medical Records into the out of the box Data Cloud models

Use Case

Segment high risk patients for outreach and care management

Build dashboards and calculated insights for population health management

Impact

Reduced costs of Implementation

Faster time to value for population health initiatives

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Einstein for Health Cloud

Using GenAI to Summarise and Generate content

Customer Need

Healthcare workers face burnout due to spending excessive time on administrative and clinical tasks. They require assistance to automate and manage these tasks efficiently, enabling them to deliver effective patient care.

Solution / How To Configure

Admins can enable Einstein copilot in set-up, and then ‘Einstein copilot symbol will be enabled on left-top, which can be used for summarisation, automation use-cases.

Use Case

Payers and providers need access to Patient context in order to effectively manage the patient care delivery. Similarly, they need information about the provider context when managing and reviewing the provider network.

Impact

Improve Productivity for Care-coordinator, and Provider.

Enterprise Edition

& Above

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Impact

Improve transparency and build trust by controlling access to critical information.

Included with Public Sector Foundation - Advanced Employee Experience for Public Sector

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Investigative Case Management

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Investigative Case Management App

Console App

Customer Need

Currently, understanding and identifying the right objects, tabs and processes relevant to Investigative Case Management amongst the many �is not intuitive. Group components like objects, tabs, and processes for Investigative Case Management into an App

Solution/How to Configure

In Setup, turn ON Investigative Case Management
Assign the Investigative Case Management permission set to users

Use Case

Manage investigation process from case creation to its resolution from the Investigative Case Management console app.

Impact

Reduce Time to Value: Help users quickly grasp and enhance the usability of Investigative Case Management .

Included with Public Sector Foundation Advanced

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Casework Overview

Single Interface for all Case related Information

Customer Need

Provide investigators and caseworkers a single interface to quickly understand a case and manage critical case data that includes related complaints, case participants, evidence, violation details, and more.

Solution/How to Configure

In Setup, turn ON Investigative Case Management
Refer to documentation

Use Case

Manage investigation process from case creation to its resolution from the Investigative Case Management console app.

Impact

Use data-driven insights to improve caseworker productivity and efficiency

Included with Public Sector Foundation Advanced

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Evidence Guided Flow

Capture Evidence related information

Customer Need

Evidence collection can be tedious and error prone. Simplify the process by guiding the user through the various steps of information capturing.

Solution/How to Configure

Refer to documentation

Use Case

Investigator collecting evidence related information can guided through the process.

Impact

Ensure consistency and accuracy in capturing evidence.

Included with Public Sector Foundation Advanced

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Compliant Data Sharing

For Investigative Case Management

Customer Need

To comply with policies and maintain data privacy, customers need to control who has access to the Investigative Case Management records.

Solution/How to Configure

Create a permission set including Configure Compliant Data Sharing or Compliant Data Sharing User system permission and assign to users.
Assign Use Compliant Data Sharing permission set to Experience Cloud users who need access to records shared using Compliant Data Sharing.
Refer to Admin Guide for detailed setup instructions here

Admins want flexibility in how they build forms for grant applications, reviewer feedback, and grantee progress reports.

Solution / How To Configure

Admins build form sections in Flow and associate them to the relevant Application Render Methods.

Use Case

An admin builds editable flows for grantseekers to fill out and read-only flows for grantseekers to preview their work and associates them with a grant application.

Impact

Admin productivity

Included with Public Sector Foundation - Advanced

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Automotive Cloud

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Automotive Lending-Self serve �Application intake

Enable lenders or dealers to provide a flexible and intuitive �intake experience to the retail Loan and Lease customers

Customer Need

Seamless application intake process that allows rule based intake of docs, disclosures and flexible configuration of the Loan/Lease financial products and pricing within salesforce or integration with external systems

Solution / How To Configure

Configure the Financial Products, Pricing rules and the required disclosures and documents to enable the template ready for a retail loan or lease application intake

Use Case

Reference template to allow preconfiguration of the Loan/Lease financial products, pricing, required docs and disclosures with in Salesforce and allow the retail customer to explore and select a financial product and provide the dealer info, applicant info, upload docs, select offer and provide disclosures to finally submit the application

Impact

Scalability and Operational Efficiency

Improved customer experience

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Automotive Lending-Agent Assisted �Application intake

Allow the Agents to facilitate the Auto Loan/Lease �application intake

Customer Need

Enable a loan officer or customer service representative to guide and assist the applicant through the loan application intake process to ensure accuracy, efficiency, and a better customer experience

Solution / How To Configure

Configure the Financial Products, Pricing rules and the required disclosures and documents to enable the template ready for an Agent assisted loan or lease application intake

Use Case

Reference template to allow preconfiguration of the Loan/Lease financial products, pricing, required docs and disclosures within Salesforce and allow the Agents to to explore and select a financial product, dealer info and submit the application on behalf of the customer

Impact

Scalability and Operational Efficiency

Improved customer experience

Requires add on Edition - Digital Lending Platform

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Automotive Lending-Underwriter Workbench

Reference template for Auto Loan or Lease Application �review and decisioning

Customer Need

Faster processing of applications with key insights, seamless task collaboration and offer negotiation to reduce time to decision and higher chances of opportunity conversion

Solution / How To Configure

Pre-built UI to enable Application review, document validation, offer creation and collaboration with Dealers

Use Case

All the pertinent loan applicant and application information provided in an easy-to-digest purpose built experience. Enables

Underwriters to approve the application with/without conditions and easily assign action items to Dealers to review the offers

Impact

Operational Efficiency

Agent productivity

Revenue Growth

Requires add on Edition - Digital Lending Platform

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Automotive Lending-Dealer post intake

Reduced time to close the deals with faster collaboration and �offer negotiation

Customer Need

Facilitate collaboration amongst the stakeholders with a single view into the application status and details. Reduce the time to decision with faster task processing and communication

Solution / How To Configure

Pre-built UI on Partner community to provide a holistic view into the application data and the uploaded docs, collaborate on the offer and execute the tasks

Use Case

Reference template for the Dealer to have a comprehensive view into the submitted application and notified when the application is decisioned and the offer is ready for review. Dealer may choose to accept or reject the offer as required.

Impact

Operational efficiency

Revenue growth

Requires add on Edition - Digital Lending Platform

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Actionable Event Management: �Flow Support

Perform advanced CRM actions with flow support in �response to an actionable telematics/IoT event

Customer Need

Enable ability to perform advanced CRM actions in response to an telematics/IoT actionable event such as DTC code or fault code and invoke a flow thereby automatically performing actions in response to a telematics event

Solution / How To Configure

As part of an event orchestration event, define the flow that needs to be invoked in response to an actionable event orchestration

Use Case

A telematics provider can create a case automatically and dispatch a worker or perform any flow action in response to the actionable telematics/IoT event

Impact

Automated response to telematics/IoT event

Improved customer satisfaction and driver safety

Enhanced vehicle/asset lifetime value

Requires add on Edition - Connected Vehicle

Drive custom flexible periods on �Sales Agreements to track actuals

Define flexible Periods for tracking Actuals on �Sales Agreements

Customer Need

Enhanced capability to define a Sales Agreements on any day of the month on a Sales Agreement

Solution / How to Configure

The periods now get generated based on the start dates of �the sales Agreement�Start Dates are appended to the header for every period

Use Case

Account Managers can now create Sales Agreements on or after 25th of the month there by support custom

Impact

Improved accuracy in generating sales agreement schedules

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Control Auto Distribution of Quantity Spread �On Sales Agreements

Flexibility to manually distribute the quantities �vs auto distribution

Customer Need

Automated equal distribution of sales agreement quantity across the time periods does not give flexibility to manage the quantity as per business need

Solution / How to Configure

User defined control to Enable/ Disable Quantity spread across Sales Agreement periods

Use Case

Impact

Improved productivity and efficiency

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Inventory Search and Transfer

Search and Transfer Non-Serialized and �Serialized Products/Parts

Customer Need

Search Inventory across locations and transfer products/parts efficiently

Solution / How To Configure

Use Case

Service managers can search and gain visibility into products/parts inventory across locations and create transfers to locations that don’t have adequate stock

Impact

Improved product availability resulting in enhanced customer experience and decreased downtimes

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Vehicle Inventory Search Support on �Experience Cloud

Improved Vehicle inventory Visibility and Collaboration

Customer Need

Search Inventory of vehicles across locations such as Dealers, Warehouses and any other locations

Solution / How To Configure

Users can search for vehicles by using using the Criteria Based Search and Filter feature

Use Case

Dealers and Customers can search and gain visibility into Vehicle inventory across Locations and create transfers to locations that don’t have adequate stock

Impact

Improved product availability resulting in enhanced customer experience and decreased downtimes

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Service Part Returns

Improve efficiency with contextual part returns

Customer Need

Claim adjudicators and field technicians need the ability to quickly create work orders in context of a warranty claim or a work order

Solution / How To Configure

Simplified guided user workflow to create return order with parts in context of a warranty claim or work order with desktop and Salesforce Field Service mobile support

Use Case

Warranty claim adjudicator can request parts to be returned in context of a warranty claim

Field technician can create a part return request back to manufacturer when performing the repair on the asset

Impact

Improve warranty team productivity and efficiency

Improve field technician productivity and efficiency

Available with Industry anchor.

Requires add on Edition Salesforce Asset Service Lifecycle Management for Salesforce Field Service users

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Product Service Campaign Automation

Improve productivity with automated creation of �work orders for campaigns

Customer Need

Service managers need a quick and easy mechanism to create work orders for the hundreds and thousands of assets that are part of a service campaign

Solution / How To Configure

Simplified user friendly mechanism to automate the creation of work orders based on the work type specified on the service campaign

Use Case

Impact

Improve service team productivity and efficiency

Available with Industry anchor.

Requires add on Edition Salesforce Asset Service Lifecycle Management for Salesforce Field Service users

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Work Order Estimation Enhancements

Boost Operational Efficiency With Greater Flexibility in �Revisiting Estimates and Managing Appointments

Customer Need

Ability for Service agents to re-estimate/enrich generated work orders, seamlessly book/manage service appointments for them

and effortlessly resume work estimation at a later time.

Solution / How To Configure

Launch process from existing Work Order to re-estimate the work & modify work. Appointment booking pre-integrated with

Work Order Estimation, can be directly launched from Work

Order. Re-launch process from existing work estimation quote to resume with proposal generation, approval, work order generation etc. at a later time.

Use Case

Initiate quotes for existing work orders , merge revised quote into the same work orders or create a new set. View, Book, Reschedule, Cancel Service Appointments. Resume from a previously created quote.

Impact

Improve service team productivity and efficiency

Available with Industry anchor; Needs Salesforce Field Scheduler for Scheduler capability

Requires add on Edition Salesforce Asset Service Lifecycle Management for Salesforce Field Service users

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Loyalty Management

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Global Promotions Management : �Custom Context

Customised Context Definitions

Customer Need

Create promotion rules that are based on unique needs of market or industry

Solution / How To Configure

Create a new context definition by cloning the standard context
Create a rule library that references this new context
Select this rule library during promotion definition
Create promotion rules using the custom template

Use Case

Create industry-specific context definition
Use context tags to create custom promotion rules

Impact

Customers across industries have flexibility to create promotions rules that suit their consumer and market requirements (Airlines, TTH, FSC, Auto etc.)

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Global Promotions Management : Advanced Promotions

Bundle and Attribute-based Promotions

Customer Need

Create promotions for bundles or product attribute-based criteria �(E.g. Industries like High-tech, Comms and Media)

Solution / How To Configure

Enable the Product Catalog Management org pref to retrieve category and product data from PCM
Choose ‘Bundle and Attribute-Based Promotion’ template and then define criteria for your promotion by combining conditions on product attributes, quantities, order / line item value or any other field in the context

Use Case

Define promotions for bundled products
Define promotions based on product attributes or product selling models

Impact

Customers can model advanced promotions that include bundles, product attribute or selling model based criteria

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Global Promotions Management : Promotion Export

Promotion Configuration API

Customer Need

Export rules and other details of promotions from a Salesforce org for execution in external systems

Solution / How To Configure

Invoke the Promotion Configuration Business API by providing the Promotion ID as input to view its configuration, including its definition, eligibility criteria, rules, limits etc.

Use Case

Define promotions in salesforce system and export the metadata and rules for execution in an offline POS system

Impact

Customers can now export promotion configuration for offline execution on external systems such as a point-of-sale (POS)

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Customer Need

Program Managers spend too much time across multiple screens to configure different components or understand a Loyalty Program

Solution / How To Configure

Easily and quickly configure the loyalty program and all its components in a sequential manner on a single page
Use visual and in-contextual program instructions while configuring
Use Spotlight with frequent actions to manage ongoing activities

Use Case

Quickly configure loyalty program with basic configuration components
Offer intuitive summaries for business users
Easily understand the Program configuration with visual designs

Impact

Achieve faster time to market

Empower business users to manage and innovate in loyalty programs

Drive efficiency in administering the program on an ongoing basis

Loyalty Management : Simplified Program Management

Guided setup to intuitively manage Loyalty Programs

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Loyalty Management : Trace Usage �of Points

Granular Points Accounting and tracking

Customer Need

For granular accounting and accurate liability reporting, customers need ability to identify source transactions of points accrual at the time of redemption

Solution / How To Configure

Define currency subtype for granular tracking
Map Redemption Ledger with Accrual Ledger based on currency and subtype
Persisting the link between redemption and accrual transactions even if there are cancellations in a Loyalty object

Use Case

Loyalty admin defines specific subtype for accrual on specific events/ transactions
Loyalty member completes a redemption transaction and admin is able to see linkage between debit ledger to credit ledger and accrual transaction
Loyalty member cancels accrual or redemption transaction and mapping �of ledgers is regenerated

Impact

Enable granular liability tracking

Growth, Advanced Edition

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Loyalty Management : Voucher Enhancements

Intraday Vouchers and Voucher Reservation

Customer Need

Easier processing of cancellations through ‘Reserved’ state for vouchers and defining intra-day vouchers which are valid till specific time of a day

Solution / How To Configure

Reserving vouchers during redemption does not need any additional configuration, existing redemption actions work as-is
Use ‘Intra-day’ flag to define a intra-day voucher i.e. vouchers that support Date & Time

Use Case

‘Reserved’ state for vouchers during redemption to avoid overlapping, simultaneous redemptions
Define vouchers for a promotion that will last only for few hours in a day

Impact

Enable advanced Voucher Management features

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Referral Marketing

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Business API for Advocate Profile

Business API to simplify referral integration �with external systems

Customer Need

Customers would like to drive engagement with their Brand Advocates by providing a holistic view of their referrals and rewards

Solution / How To Configure

Invoke the Advocate Profile Business API by providing Advocate’s ContactID and Referral Program as input to get a holistic view of Advocate Referral details - including Promotions, Referrals, and Rewards

Use Case

Advocate Profile Business API enables advocates to view

List of active promotions enrolled and eligible to enroll
List of referrals, their latest status and
List of referral rewards earned

Impact

Customers can easily integrate their mobile, commerce and other customer facing apps to build Advocate Referral Dashboard
Improve the Advocate’s ease of tracking their referrals

Referral Marketing License

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View Only Promotion

Provide read-only view to Referral Promotions

Customer Need

Provide read/view only access to Referral Promotions

Solution / How To Configure

Use “View Promotion” action button on Referral Promotion to get a quick overview of Referral Promotion

Use Case

Users from supporting functions (Admins, Designers) can view the promotion with read only access
Enable end-to-end referral demos without deactivating the referral promotion

Impact

Flexibility to customize the referral process and run referral promotions to drive business goals effectively

Referral Marketing License

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Net Zero Cloud

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Information Library

Customer Need

Organizations need a single source to collect and organize ESG information so they can collaborate, review, and approve it for use it across multiple reports and disclosures.

Solution / How to Configure

Collect information by linking directly to Salesforce records or by creating rich text qualitative snippets.
Manage and organize content by assigning snippets to Topics, assigning Interest Tags, and creating version and alternates
Collaborate on content directly in the library, or via the MSO365 Word Plug In
Use Salesforce approval flows to manage reuse

Use Case

Using the MSO365 Plug In, create your ESG Disclosure using pre-approved content from Information Library.

Impact

Shorten time to compliance, reuse pre-approved content, ease of audit.

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[Data Links] Connecting data in MS 365 �report to source of truth

Customer Need

To build accurate & auditable disclosure reports

Solution / How to Configure

While responding to questions customers can search for data in Net Zero Cloud, select the field and insert the value as a Data Link or search the Library and insert Snippet Link
Customers can synchronise data between word & the Salesforce record
Customers can pause synchronisation if they have intentionally chosen a different value from Salesforce

Use Case

While responding to questions in the report customers will leverage NZC for quantitative & qualitative data. Through data connections there can be a live relationship established between the content in the document and the data in Salesforce.

Impact

The content is directly related to the Salesforce record which will allow

Update report automatically if data has changed in Net Zero Cloud
Trace the data back to the data provider and track historical changes during audit

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Save responses from MS 365 back �into Salesforce AF

Customer Need

Organisations need a single source for all their year-over-year disclosure submissions.

Solution / How to Configure

Disclosures launched from templates created using MS365 Template designer, will have pre-defined areas in the document that represent the question and responses respectively
Disclosures filled using these templates will allow the add-in to recognise questions & answers and write them back to Salesforce
Users can click on the “Additional Actions” menu and save responses into Salesforce

Use Case

Customers can save back responses to NZC Assessment Framework to create a repository of all past responses.

Impact

Net Zero Cloud becomes the Source of Truth for all completed disclosures as final responses get stored in the Assessment Framework.

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Automatically Generate First Draft of �ESG Disclosure with Einstein AI

Customer Need

The task of reporting ESG disclosures is a time-consuming process that requires reporting managers to go through tons of information.

Solution / How to Configure

Generative AI analyzes your existing data, such as previous years' reports, policy documents, and Information Library, to automatically generate responses as a first draft, along with the capability to review and accept or reject responses with MS 365 Add-In. Your admin must enable Einstein for Disclosure Authoring, and Einstein for Response Enrichment from Disclosure and Compliance Hub setting.

Use Case

Automatically generate first draft of disclosure using the organization data.

Impact

Shorten time to compliance with improved authoring experience.

Available with Einstein for Platform Edition + Net Zero Cloud Growth Edition

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Revise Disclosure Responses Efficiently �with Einstein AI

Customer Need

Improve the authoring experience by reducing the burden of manual rephrasing and editing, ultimately saving time and enhancing productivity.

Solution / How to Configure

Select the content to be revised in MS 365 and use the DCH add-in to revise the answers. Your admin must enable Einstein for Disclosure Authoring, and Einstein for Response Enrichment from Disclosure and Compliance Hub setting.

Use Case

Summarize, elaborate, or rephrase disclosure responses by using Einstein generative AI during Disclosure Authoring.

Impact

Enhance the authoring experience by alleviating the burden of manual rephrasing and editing, which saves time resulting in an overall improvement in the quality of the disclosure report.

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Clinical - Study Design

Study Protocol Data Model

Customer Need

Clinical trial stakeholders, including recruiters and sponsors, need structured access to the extensive Study Protocol document. This data is essential for downstream processes like participant recruitment and site selection, ensuring efficient and effective trial management.

Solution / How To Configure

Support to store Study Protocols in a structured format within Life Sciences cloud. This enables easy access and utilization of protocol information, streamlining processes such as participant recruitment and site selection.

Use Case

Data Model to store Study Protocol in Salesforce enables trial recruiters, sponsors, and other stakeholders to readily access protocol. This structured format significantly reduces the time spent searching critical data, thereby enhancing efficiency and decision-making processes.

Impact

Storing protocol data in Salesforce streamlines participant recruitment and site selection, saving time and reducing costs by eliminating inefficiencies.

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Patient Service Programs - �Benefits Verification

Improve medication access and adherence with Gen-AI

Customer Need

Customers need Pharma Patient Services Programs to streamline coordination among stakeholders (Payers, PBMs, HCPs, and Patients), gather information, provide medication benefits summaries, and generate and share patient benefits packages.

Solution / How To Configure

Case agents can manually verify and provide patient, practitioner, drug, and pharmacy details, initiating a request to capture benefits coverage (Copay, CoInsurance, Deductibles, etc.) using FHIR & NCPDP standards. Gen-AI will enhance agent productivity by generating benefits summaries and patient-specific call scripts, reducing payor interaction time.

Use Case

The benefits coverage information is used for taking informed decisions in various downstream activities such as prior authorization, patient access programs, etc.

Impact

Improved and faster access to care for patients. Improved Prescription adherence for patients.

*Requires Einstein 1 Edition

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Patient Service Programs - �Benefits Reverification

Understand changes in coverage to improve �Patient Adherence

Customer Need

Customers invest significant time and resources re-verifying pharmacy benefits for patients in care programs, especially at year-end when insurance plans and benefits coverage often change.

Solution / How To Configure

Case agents can can initiate a flow to create new verification requests by cloning existing records based on start date, end date, and status. Agents can then capture updated benefits coverage details, such as CoPay, CoInsurance, and Deductibles, for these new requests.

Use Case

The updated benefits coverage information is used for taking informed decisions in various downstream activities such as prior authorization, patient access programs, etc.

Impact

Improved and faster access to care for patients. Improved Prescription adherence for patients.

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Patient Service Programs - �Financial Assistance Programs

Assist Patients with Financial Assistance in �Patient Support Program

Customer Need

Pharma companies offer Financial Assistance to patients who cannot afford a drug in order to increase the Adherence of their drugs and assist patients with their treatment.

Solution / How To Configure

Program leads can set up CoPay Assistance Program which is one of the commonly available Assistance Programs and case Agents can enroll Patients into the Programs based on the eligibility criteria

Use Case

Case Agents can help the patients by enrolling them into CoPay Assistance Programs

Impact

Increase Patient Adhere to Patient Support Program run by Pharma companies

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Patient Service Programs - �Outcomes Management

Improved Program Performance Tracking

Customer Need

Pharma customers struggle to evaluate the effectiveness of Patient Services Programs and Clinical Trials in improving the outcomes, hindering their ability to refine and optimize these programs/trials.

Solution / How To Configure

Program leads can define and setup outcome, outcome measures, and associate them with Patient Services Program or Clinical Trials guided by a time period. They can define and administer assessments, capture responses, calculate the response scores and evaluate the outcomes.

Use Case

Users can effectively assess the outcome performance of the patient program/clinical trials.

Impact

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Einstein Quick Quote

Generate accurate quotes based on customer needs

Customer Need

Sales teams need to create accurate quotes quickly to accelerate the sales cycle and improve customer experience. Manual quote generation can be time-consuming and prone to errors.

Solution / How To Configure

Utilize Einstein's generative AI to create budgetary quotes through an interactive chatbot. The AI aggregates existing information and prompts for missing details to ensure accuracy.

Use Case

When a sales rep generates a quote, Einstein analyzes order history and product eligibility to determine additional information needed, and creates a quote based on responses provided by the sales rep.

Impact

Faster, more accurate quote generation, increased revenue

Communications Cloud Advanced

Available with purchase of Communications Cloud Advanced

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Salesforce Contracts for Communications

Close deals faster with streamlined contracts

Customer Need

Telecom companies need to accelerate contract execution and ensure compliance with industry regulations. Manual contract processes can be slow, error-prone, and hinder deal closure.

Solution / How To Configure

Enable collaborative contract authoring and redlining with MS Word 365-based templates. Leverage pre-approved clauses and track contract obligations within Salesforce.

Use Case

A sales team collaborates with a customer on a complex contract, using pre-approved clauses and redlining features to finalize the agreement quickly and ensure compliance, leading to a faster deal closure.

Impact

Faster contract execution, increased revenue

Communications Cloud Advanced and BSS B2B Suite

Available with purchase of Communications Cloud Advanced and BSS B2B Suite

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Billing Inquiry Manager: Dispute Management

Resolve disputes faster and keep customers happy

Customer Need

Service reps need to resolve billing disputes quickly and efficiently to improve customer satisfaction and protect revenue. Manual dispute processes can be time-consuming and lead to customer frustration.

Solution / How To Configure

Implement predefined dispute workflows to guide service reps through resolution steps. Customize workflows and approvals to align with business needs and protect margins.

Use Case

A customer calls with a billing discrepancy. The service rep utilizes the predefined workflow to quickly validate the dispute, set clear expectations, and resolve the issue, leading to a satisfied customer and protected revenue.

Impact

Reduced call resolution times, margin protection

Communications Cloud Advanced

Available with purchase of Communications Cloud Advanced