salesforce summer 16 release overview deck

Summer ’16 Release OverviewPrepared by Technology Communications & Readiness

Forward-Looking Statements

Statement under the Private Securities Litigation Reform Act of 1995:

This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.

The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site.

Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.

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Summer ‘16 Release Milestones*

Staggered Release Friday, 6/3(NA6, NA7, NA8, NA9, NA17, NA18, NA22, NA28, NA29, NA31, EU5)

Pre-Release Sign-upThursday, 4/21

Staggered Release,Friday 5/20 (NA44, NA45)

Sandbox Preview Window Friday, 5/6(CS2, CS3, CS4, CS7, CS9, CS11, CS12, CS13, CS14, CS15, CS17, CS19, CS20, CS21, CS23, CS25, CS26, CS27, CS28, CS30, CS32, CS41, CS42, CS44, CS45, CS51, CS59, CS80, CS81, CS83, CS87)Saturday, 5/7(CS5, CS31)

Apr May Jun

Preview Release Notes 4/22

Staggered Release Friday, 6/10(EU0, EU1, EU2, EU3, EU4, EU6, CS82, CS86, NA0, NA2, NA3, NA4, NA5, NA10, NA11, NA12, NA13, NA14, NA15, NA16, NA19, NA20, NA21, NA23, NA24, NA25, NA26, NA27, NA30, NA32, NA33, NA34, NA41)

& Saturday, 6/11(AP0, AP1, AP2, AP3, AP4, CS1, CS6, CS8, CS10, CS16, CS18, CS22, CS24, CS33, CS40, CS43, CS50, CS52)

Release Website4/27

Release Readiness LiveWednesday 6/8Thursday 6/9

Sandbox Cut-off Date4/29Read this blog PRIOR to 4/29!

Webinar: Mastering Your Releases, 4/27Register herehttp://bit.ly/MRSummer16

* All dates are subject to our Forward Looking statements - http://bit.ly/SFForwardLookingStatement

** Check the Release Community group for updates - http://bit.ly/ReleaseReadinessHome

Webinar: New Releases: Sandbox Preview Best Practices, 5/11Register herehttp://bit.ly/SBSummer16

https://www.salesforce.com/blog/2016/04/salesforce-summer-16-sandbox-preview-instructions-1.html

https://attendee.gotowebinar.com/register/3950513763727652354

http://bit.ly/MRSummer16

http://bit.ly/MRSummer16

http://bit.ly/SFForwardLookingStatement

http://bit.ly/ReleaseReadinessHome

https://attendee.gotowebinar.com/register/6443050551606745603

http://bit.ly/SBSummer16

http://bit.ly/SBSummer16

Sales Cloud

Sales Cloud

What’s new in Lightning Experience

• Contacts to multiple Accounts

• Opportunity Management• Account Insights• Lightning Experience Home• Lightning Email Composer• Activity Timeline• Calendar• List Views• Teams

Other Sales Cloud features

• Notes• Lightning Sync• Data.com• Salesforce Console

Salesforce1 Mobile• Offline • Beta• New Dashboards• Change Owner• Events• Authentication• Images to Notes• Knowledge Articles• Related Lists

The all new Sales Cloud, powered by Lightning

See the feature impact tables in the Release Notes to find out when and how these features become available

https://releasenotes.docs.salesforce.com/en-us/summer16/release-notes/rn_feature_impact.htm?edition=&impact=

Contacts to Multiple Accounts


Eliminate the need for duplicate contacts

Capture unique attributes about the relationship

View current and past relationships to connect the dots

63,730IdeaExchange

Points

* This feature is also available in Salesforce Classic

Role / Industry Use Case Example

AdministratorAbility to model their data more easily and align to other systems (ERP, Customer Master, etc.)

I would like to integrate Salesforce with my existing customer data management system where master data for all contacts is stored

Sales Rep Easily track a contact and the accounts to which they are associated

I would like to associate a contact to each of the locations for a specific company

HealthcareManage the relationships a physician has to different locations where they provide care

I would like to see information about the hospitals, clinics or private practice where a physician provides services

Financial Services Associate both family and non-family members to a “household”

I want to be able to view all of the members of a household including non-family members (e.g. accountant, lawyer, etc.) .

Contacts to Multiple Accounts Use Cases

Setup Enable Contacts to Multiple Accounts

New Account Settings option to enable contacts to multiple

accounts

Configure Account Contact Related Functionality

Decide how you want to manage Account-Contact supporting functionality

Setup

Configure activity roll up behavior between

contacts and accounts

Setup Additional Settings for Contacts to Multiple Accounts

Setup Create Account Contact Relationship Fields

Add Custom Fields to capture key information about an account contact

relationship

Setup Create Custom Page Layouts

Create custom Page Layouts to display relevant fields for a relationship

Setup Update Account and Contact Page Layouts

Replace the Contacts related list with Related Contacts on the

Account Page Layout

Add the Related Accounts related list to the Contact

Page Layout

Setup Create Custom Report Types

Use Custom Report Types to report on Account Contact

Relationships

Setup Disable Contacts to Multiple Accounts

The Admin can disable the feature at any time


This image shows a list of contacts for an account. This account is the primary account for some contacts but not for others.

We refer to this in the following way:

Direct Relationship: relationship between a contact and its primary account

Indirect Relationship: relationship between a contact a non-primary account

Direct Contact vs. Indirect Contact

Create new or add an existing contact

Use Link a Contact to Multiple Accounts

A single related list for all contact relationships

Use View Related Accounts and Contacts

View the relationship from the account or contact record

Customize the related lists to display key

fields

Use Capture Key Information About the Relationship

Track the status of the account contact relationship

Capture unique attributes about the relationship

Click the Remove Relationship link to delete a contact’s

relationship to a secondary account

Update the Account Name field to delete a contact’s primary

account relationship

Use Remove an Account Contact Relationship

Use Automatically Save Past Account Relationships

When you change a contact’s primary account the previous account relationship is saved

Admins can block users from deleting accounts with direct contacts that are related to

other accounts

Use Deleting an Account with Related Contacts

Deleting an Account with Related ContactsUse

Account delete block error message in Lightning and

Salesforce1 concatenates the error text

Users are prevented from merging records that result in

conflicting relationships

Use Merge Accounts or Contacts

Admin Account Contact Relationship Access

Users can only see contact relationships for contacts to which

they have access


Users without access to an account can only see information about the

relationship

“Sharing” of Account Name isn’t currently supported in

Lightning Experience or Salesforce1


Opportunity Management

Enhanced Opportunity Product Search Quickly find and add products to your Opportunities

Most Recently Added Products One Click Away

Type-ahead Product Input!

Reps can quickly add recently used products

Narrow down your recommendations as you type

Help reps become more productiveNo more searching through the full pricebook to find and add products

Search by Product Code

Search by Product Name

Search by Product Name

Inline Edit for Sales PathUpdate Deals Faster with Inline Edit

Quickly update fields that

matter to you with less clicks

The pencil icon lets users know which fields are editable or

read only

Account Insights

Account Autofill (Lightning Experience only) Limited to companies with presence in the US

When an account is selected fields will automatically be auto filled. Autofilled fields beside the Account Name will be highlighted

Accounts are suggested after user types 2 characters

Account logos require the Account Logos feature to be

enabled. Keep your data clean with less typos

Logo appears on Account Home

Logo appears on all lookups to

Account

Account Logos (BETA) – Lightning Experience & Salesforce1 Limited to companies with presence in the US

Account Logo appears in mobile too

Account Insights App English news from US sources ONLY

Dedicated News App about the Accounts that matter to you

Catch up on news from your Accounts

while on the go

Account Insights on Opportunity English news from US sources ONLY

See the latest breaking news on your Accounts while viewing

the Opportunity

See Account Insights on Opportunities

anytime, anywhere

Lightning Experience Home

Record Page, Home Page and App PageApp Builder supports customization of 3 new page types for Lightning Experience

Edit an existing Record Page or Home Page

Select Edit Page from the

Gear icon when on the Home Page or the Record Page you

would like to edit

Previously, the only way to customize pages was to use Salesforce Classic and write code (Visualforce) to override existing pages.

Edit Home PagesCustomize Home pages by dragging and dropping components into page regions

Add standard or custom components

Drag & drop

components onto regions to rearrange

the page

Use the property editor to configure components

Activate a page to override the default

Edit Home Pages - Activate by ProfileDeploy tailored Home pages to users by assigning customized pages to profiles

Activate for all users or

opt to activate by profile

Pick the profiles to assign the customized

page to

Think about a “deal room” for Sales Reps or an “Awesome Admin” welcome for your Salesforce team!

Provide instant value and relevance by making the Home screen a tailored

experience

Edit Record PagesCustomize record pages by dragging and dropping components into page regions



Drag & drop


the page


App PagesBuild a new page once and deploy it to Lightning Experience and Salesforce1Templates are responsive – designed to look great across phone, tablet and desktop without any additional configuration.

Salesforce1Phone

Salesforce1Tablet

Lightning Experience

Lightning Email Composer

Send Emails Through Office 365 and GmailConnect to Office 365 (similar flow and capabilities for Gmail)

Grant Salesforce permission to send emails

Send emails from Lightning Experience through Office 365

Emails are also integrated. Sent emails are displayed in the Outlook Online or Gmail Send folder

Improve Email Deliverability and Open Rates

Gmail

OutlookBEFORE AFTER

Organization Merge Fields save you time!

Easy to include organization details like your company’s phone number or address in

your emails without having to hardcode the content

Users will now be able to use Opportunity Merge fields while writing an email or using an email template in the Lighting Experience

Emails look like EmailinLightning ExperienceView your HTML emails in Salesforce.

• With Summer ‘16, emails sent from the Lightning Experience Email Composer will automatically create Email Message records.

• If you do not wish to have a richer email experience, just disable the “Enhanced Email” setting in Setup. This will restore the prior experience of emails being stored as Tasks.

Email Message Object has Platform Capabilities Build custom business processes on emails in Lightning Experience

Build custom business logic off your emails with workflow, page

layouts, and custom field support

Notes on Salesforce1Take Offline NotesSales reps can now work on their notes in S1 even if they don’t have internet access!Offline is in open beta, which means any admin can turn it on in the org settings

Upload Images on iOSReps now have a quick and easy way to upload photos or screenshots directly from their phone into their notes, adding meaning and clarity to their notes.

Upload images from your mobile device

Take Notes Offline

Improved formatting bar on top of the

keyboard

Share Your Notes Quickly share your notes to users or chatter groups

Easy to share notes with your team and in context

Activity Timeline

Inline Edit in Task Home in Lightning Experience Work faster by requiring less clicks to edit and close your tasks

Click any of the pencil icons to toggle the entire record to Inline

Edit Mode

Row Level Actions in Activity Timeline Manage tasks faster in Lightning Experience

Click the menu icon to show row level actions

CalendarCreate a Calendar from any object in Salesforce

Show Any Salesforce Object on the Lightning Calendar

Sample use case:View my tasks by

due date

Now you can see tasks on your calendar! Just create a tasks calendar

Objects that are date-only, like campaigns, show up in the all-day section

Sample use case:View all open cases by SLA

Multiple, color-coded calendars are overlayed

Custom objects too!

Overlay multiple calendars

Expand the all-day section to see more

items.

Show or hide any calendar

Show or hide any calendar

Need to quickly look at just one calendar? You can.

Easy to enable and disable! If I want to focus in, I can choose the Show only this

calendar option

Create Calendar: Pick Your Object

Select the object you want to see on a calendar

Create Calendar: Pick Your Start and End Fields

Set the field to use to

show the object on the calendar

If applicable, set the field to use to specify

the end of the duration

Power Your Calendars With List Views

Use your existing list views to power your

calendar!

Choose Name Field

Choose the field to show as the name of

the item on the Calendar.

Select a field name to represent items in this

calendar

List Views

List view filters

The new streamlined process lets you create filters as quickly as you can think of them.

Define your filter without leaving the pane you’re working in.

Filter Logic now in Lightning Experience

With the addition of filter logic, your reps can pinpoint the data they need while enjoying an intuitive user experience.

Reps can see available filters without editing a list view, and edit filters on the fly

Account Teams now on Lightning & Salesforce1 Access Account Teams everywhere!

Streamline reps' views of accounts and opportunities by customizing layouts for account teams or opportunity teams pages or related lists

Manage team member roles and their level of access

Use case:Assign reps from multiple product lines to the same account

600IdeaExchange

Points

Account Teams on Lightning

Account Team card on Account Details

Add a single member to the account team

You can now create, modify and delete page layouts for account teams object, enabling them to customize the fields, sequences of account teams pages and cards.Use Case: You want to hide account team members’ job titles on the account team related list

Add Default Teams on Lightning Make teams easier to manage and use

Enable Add Default Team action

Saves reps time by letting them pre-define account and opportunity teams, and add pre-defined teams with a single click on accounts and opportunities

Mass Reassign Account or Opportunity Team Members in Lightning

Use case:Mass reassign team

members during a sales team reorg

Change Owner Enhancements The change owner link is easier to find and use

Change owner on highlights panel

Change owner from action menu

Change Owner in Salesforce1 Mobile App

Do you need to assign a record to another user or queue of users in your organization for delegation, or continuation of business process on the go? Now you can with the support of change owner function in Salesforce1.

8160IdeaExchange

Points

Lightning For Outlook

Search for Salesforce Records in the App

See more Salesforce in less space. The app now

appears as a side panel, which makes the most of vertical space and improves

your sales reps’ experience.

New Design to Maximize Space in Email Applications

Lightning Sync

Lightning Sync Configurations

Set up sync directions, behaviors, and filters

for different user populations

Enables any Exchange-connected device/laptop to sync with Salesforce

Runs in the background, always working

Any device — Windows, Mac, iOS, Android

Easy on IT — nothing to install, central management

Lightning Sync Status

Admin Setup allows overview of org-wide and user-specific sync

status

Data.com Enrich Leads with Company Information

Enrich Leads with Company Information On Save & Manual

Clean status is set to In Sync

Link to DandBCompany

Object

Company Information is added

to the Lead

Admin Setup - Enable Bulk Clean Marketing and Sales willreapbenefitsfromimproveddatamanagement

Enable the option to clean all records

Sales use caseAssign leads to Sales Reps based on company information. Incoming leads are assigned to a sales rep based on the company revenue and number of employees.

Marketing use caseAdd leads to Campaigns based on company information.Incoming leads are assigned to different campaigns based on the company revenue and number of employees.

Admin Setup - Activate the Clean Rule

Admins can activate/deactivate the Company Info for Leads

Clean Rule

Administrators can configure and activate the clean rule that will enable users to:

Bulk: Automatically enrich all existing leadsPerpetual: Automatically enrich individual leads when each record is savedManual: Manually enrich an individual lead

Manual Clean Setup Add Clean Related List to Lead Layout

Add Clean This Record with Data.com to the Related Lists

Manual Clean Enrich Leads with Company Information

Manually clean a lead

Add company information to “sparse” leads

Manual Clean Enrich leads in Lightning Experience (Step 1)

Check the clean status for Company Info for Leads Clean

Rule

Data.com helps you keep your data complete and accurate. A lead is appended with company information from Dun & Bradstreet that allows the incoming leads to be routed based on territory, geography or other company firmographics.

Manual Clean Enrich leads in Lightning Experience (Step 2)

Manually clean a lead

Clean VitalsClean leads as they come in and improve match rates!

Lists data services that have active clean

rules

Match rate refreshed every 24

hours Click to download

the most recent errors (Up to 10K)

Now, leads are enriched on creation or updates to key

lead fields. This allows teams to quickly follow up on leads

and nurture them accordingly.

Data.com Prospecting Insights

Industry Insights

Industry Tab

Get Accounts Sales reps spend a lot of time searching for the right accounts to

grow their pipeline. Now they can prospect more efficiently and quickly by using Get More Accounts

Get Accounts button

Users can find new accounts - filtering by name, URL, country, states, revenue and

location type

Company Hierarchy Preview Component Account insights and company linkages are all in one location for a

more efficient and customer focused experience.

Preview Company Hierarchy from the

insights page

Users can preview the parent and global ultimate of their accounts from the Insights page. Admins can add the preview component to other pages using Lightning App Builder

Salesforce1 Mobile App

With the Salesforce1 10.0 app release on App Store and Google play, Salesforce1 users will have limited offline create and edit functionality in Salesforce1 for both iOS and Android. • Ability to create and edit most

standard and custom objects users most frequently use

• Salesforce1 automatically syncs offline user data

• Improved conflict resolution experience

Offline Beta

BETA ON

With v10 Client

New Dashboards

Now you can explore your data and gain insights more easily with these enhanced interactive charts.

Available

with Summer ‘16

“Change Owner” Action

Do you need to assign a record to another user or queue of users in your organization for delegation, or continuation of business process on the go? Now you can with the support of the “change owner” function in Salesforce1.

Available

with Summer ‘16

Events: See 3 months ahead and select a Record Type

Calendar and meetings are a key productivity area in Salesforce.

Now Salesforce1 will support your event customizations with record types and allow your users to plan their time on a longer horizon.

Available

with Summer ‘16

Authenticate with Certificates

Are you concerned about your users running Salesforce1 on un-approved devices? Are you getting too many “I don’t remember my password” requests? With certificate authentication, you can streamline the mobile onboarding process to just a few simple taps

Available on

With v10 Client Available v8.0 or higher

Deploy custom authentication hosts via MDM

Simplify the user on-boarding process by automatically configuring the SSO login host in Salesforce1 and other Salesforce apps.

With this functionality, your users will have fewer issues logging into Salesforce1 for the very first time.

This host was automatically configured for the user

Available on

With v10 Client Available v8.0 or higher

Send emails with the SalesforceIQ Inbox app

The SalesforceIQ Inbox app is a secure, enterprise, email client focused on the intersection of communication and CRM.

It’s the best way to send and receive business email and now it’s only one tap away in Salesforce1Available

on

With v10 Client

You can now upload images to Notes

Reps now have a quick and easy way to upload photos or screenshots directly from their phone into their notes, adding meaning and clarity to their notes. Upload images from your iOS

devices

Available On

With v10 Client

Knowledge Articles now appear in the navigation menu for iOS

This feature enables Salesforce users to access Knowledge articles when they are not at their computer.

This is useful when they need an answer while in the field, off hours, while traveling, etc. This can help you help your customers more effectively.

Available on

With v10 Client

Preview Related Lists

The mobile app now includes an easy-to-read counter for each related list on a record’s Related page.

We show if a related list includes records. We also show if a related list doesn’t include any recordsAvailable

with Summer ‘16

Service Cloud

Service Cloud

• Field Service Lightning• Dispatch Console• Social Customer Service• Knowledge• Salesforce Console for Service• Case Feed• Macros• Omni-Channel• SOS

What’s new in the Service Cloud



Field Service Lightning

Ensure Stellar Service with Milestones on Work Orders

Track Work Order SLA compliance with

Milestones

Setting up Milestones on Work Orders

1. Create an Entitlement Process

3. Associate the Entitlement process

2. Create a milestone

4. Create a Work Order with the Entitlement

Knowledge for Work Orders

1. View linked articles

2. View contents of the article

3. Manage attached articles

4. Search, attach/detach articles

Search for the Knowledge Article

Quickly find important information, e.g., installation instructions, product specs,

etc ..

Attach Knowledge Article to Work Order

Dispatch Console

Book an Appointment without leaving the Console

Work Order Detail

Service Type drives the scheduling engine and makes sure only resources with the right skills for that service

type are allowed to be dispatched to that job

“Book Appointment” publisher action

Find the best date and agent Based on location, availability, and skill set

An algorithm runs in the background to match the work we just created to the resource with the right skills, availability, location and keeping your organization’s service objectives in mind.For example, you may want to minimize travel time, or for certain “Gold” customers you may want to get a technician there quickly regardless of cost. The engine rates and weighs all of that and then suggests multiple time slots.

Ideal slots are those that

meet more of your organization’s objectives, while recommended meet

enough to still be acceptable

Deliver faster, smarter, more personalized service from phone to field

Since Field Service Lightning is integrated with Salesforce1, Techs have access to work orders right from their phone.

Once the job is completed, the Field Tech closes the job right from their phone.

Dispatch ConsoleDedicated console for Dispatchers

The Dispatcher, who is similar to an air traffic controller, has access to all the jobs for the

day

Delays? No problem!

If a tech is running late, you can drag and drop the

assignment to a new one in real-time

Social Customer Service

Social Objects Default OnAs of Summer ‘16, all new and existing EE, UE, and PxE organizations can self-implement the free SCS Starter Pack

From the setup page, it takes one click

to enable the feature. Then you can create a free Starter Pack with up to 2

Facebook or Twitter accounts.

Social Customer Service

settings are on by default – no need to call Support

anymore.

https://help.salesforce.com/apex/HTViewHelpDoc?id=social_customer_service_overview.htm&language=en_US

Instagram #hashtag listening

Admin can update the dashboards used in the Engagement Console

Use Social Studio/Radian6 topic profiles and rules to harvest Instagram posts with your brand’s #hashtag into

Service Cloud cases

Twitter Public-to-Private DM PromptsTake public conversations private more easily than ever on Twitter

A simple three-step macro that inserts the DM prompt link into your outbound tweet

Use copy/paste, QuickText, and/or a console macro to

insert the DM prompt link for your Twitter handle

Your consumers see a friendly prompt in Twitter that engages

them in a direct message thread with you

Parent PostsEnsure complete conversation threads

If only this reply “How many ounces does it weigh?” on this Facebook Page were

ingested as a case, agents would need more context to make an informed response.

Enable the ingestion of additional social post data on the SCS settings page; display them on the free updated

Social Lookup Add-on Component for the Agent Console. (Available as an AppExchange package)

Twitter Customer Feedback Send NPS and CSAT survey cards and track the results seamlessly

NPS

CSAT

Survey cards can be sent either

automatically through Twitter Direct Messages

or manually from Service Cloud at the resolution of a case

Survey results are tracked in Service

Cloud for easy reporting and

CRM/customer journey process flow

Set up surveys after service interactions

Instantly, the company has access to the survey results and commentsFor every Twitter handle belonging to a company, you can specify if surveys are automatically sent after a social case is closed or select time delays or enter a randomizer if you’d like to survey a certain % of your customers.

Knowledge

Prefilter Articles with Data Category Mapping Map case fields to Data Categories to automatically pre-filter

Knowledge Search based on case data

Setup under Knowledge -> Data Category Mappings

Map Case Field to Data Category Group

Using this feature reduces the number of clicks it takes to filter a Knowledge Search when it is related to find a good article to use with a Case.

Prefilter Articles with Data Category Mapping Make suggested articles more relevant when solving cases

If the Case field matches a Data Category, it will pre-set

the Data Category

Pre-filtering can help to narrow Search results to find the best

article faster and can help improve search result relevancy

Salesforce1Actions in Page Layout

Configure which Salesforce1 Actions to show per Page Layout per Article Type

Got agents on the move? Give them their own article page layouts devoid of extraneous fieldsthey don’t need in their on-the-go environment.

Validation Rule Errors show in Aggregate Simplify the experience for your users so all errors can be seen at

one time and corrected together before trying to Save or submit the article again

If more than 1 Validation Rule error is violated when the user tries to

Save or Publish, all messages appear at 1 time at the top of the

Article.

Article Created Date now exposed See the Original Article’s Created Date on the Article Versions

In Setup for a Page Layout per Article Type, you can now choose “Created Date” to show the date the current

version was created AND “Article Created Date” to show the date the Article was originally created.

.

Console

Launch Templates in 1 Click Set up Service Cloud faster than ever before with out-of-the-box

templates

• Choose from three different templates to launch in just 1 click.

• Click on the template you wish to launch and Click “new”

• Create a name for your template and click launch!

Offers 3 out-of-the-box setup pages to help you get up and

running faster

Launches more than 20 service reports and 2 of the most

popular service dashboards.

Standard Console Includes some of the most popular features like keyboard shortcuts

Easy to customize! Tip: It's best to try Launch Pad in your sandbox environment, so you can test out new features

without affecting your live production

environment

If you were curious about the templates and just testing them out, you can simply

delete at any time

Launch Pad templates give agents

preconfigured consoles saving them precious

time

The Branded Console launches a customized console Customize the logo, header and footer branding

One click way to brand the console

List View Hovers Make it easier for console users to work with lists

Preview items in a list view, including the case

description, without having to open the case itself

Allows agents to quickly scan

through records in a list

List View Hovers

Use Case:Look at the preview of a new

case that’s come in while working on another case

.

Pinned list views – gives you all the columns

Case Feed & Macros

Agents can now see System generated events in the Case feed

These events can be:• Case creation• Auto-Response

Email• Feed track

change

Customer’s email is faster to scan

In the Support settings you can now select the

System user as an automated Case User

Events generated by Email2Case or Web2Case now

appears as System events

(no avatar)

Makes the Case feed clearer and it’s faster to find

Customers’ responses and other agents contributions

Redesigned Lightning Case Email experience More screen real estate and improved usability for the case email

quick actionType-ahead search Display the From Field in the Email Quick

Action

To: now lists users so much easier and faster to send emails to lots of people

Email addresses of email recipients and

sender appear in clear bubbles

Labels are left aligned in order to save vertical real estate

Searches across Lead, Contact and Users

Now, you can add the From field to the email quick action Lightning Experience, so agents

can see it when reading and writingemails in Case Feed

Want to always send from your email2case address?Add “From” to the page layout and specify a predefined value, e.g., [email protected]

Searching for macros is easierSearch works across any text field on

the Macro entity. Previously, it was searching the Name only

How to activate Macro

search settings

Sample use case: Suppose that an agent wants to find a macro where the description is “Return Policy - 30 days.” The agent could search for “return policy” and see all macros that contain that phrase.

Omni-Channel

• Through Agent Work, Omni tracks the work’s lifecycle from request, to routing, to screen pop, through the item’s closure.

• When item’s are opened in the agent’s Console, Omni tracks the total time the work item’s tab is open and in-focus.

• Measure the time the agent focuses on work - not just elapsed durations from time created to closed.

• True measure of handle time• Agent Work extended with new “Active

Time” column

Handle Time and Active Time reportable through Agent Work

object

Time spent by agent with Omni work item’s tab in focus.As the agent switches tabs , Omni automatically tracks

the active time for the work item.

Active Time Tracking Understand time spent actively working on Items

Active Time Tracking Understand time spent actively working on Items

Agent Work object updates:• New Handle Time column directly

provides the difference in seconds between the Closed Date and Accepted Date (closed vs. opened)

• Active Time• Subset of Handle Time (or elapsed

time)• Tracks agent’s time in focus on

Omni work item’s tab in the Console

• Add fields to Agent Work Report Type’s Layout • Understand elapsed Handle Time

versus Active Time on Work.• Report through Agent Work object

from Omni

Active Time Tracking Additional detail on time tracking

As agent moves among work, Omni tracks time in focus for work item’s

tabs, as Active Time.

Work Opened: Accepted items popped in

Console. Work Assigned: Omni pushes work to agent.

Agent Work record in assigned state

Through the Setup > Omni > Presence Configuration, enable or disable:

• Incoming request sounds, played when omni pushes a new item

• Disconnect sound, played if agent loses connectivity to Omni By default, notification sounds are

turned on. Turn on or off for agents assigned

to each Presence Configuration

Turn Omni sounds on or off for your agentsEnable/Disable Omni Audio Notifications

Setup• New ability to configure Presence Decline Reasons

through Setup > Omni-Channel• Assign reasons to agents for their selection though

the agents’ Presence Configuration• Enable by checking the “Allow Agents to Choose a

Decline Reason”• Select from the available, configured reasons Console• In Omni widget, agents who choose to Decline

receive a list box to select from the available reasons• If enabled, agents must provide a decline reason (i.e.

required) Data Captured in Omni Agent Work object• New “Decline Reason” column captures reason• Add column to layout(s) for Agent Work Custom

Report Type

Insight into why your agents decline workCapture Decline Reasons from Agents

Setup Omni Widget for Agent

Total Queued Work per Hour (5,000 per hour)• Max # of records that can be queued for Omni-

Channel routing, per hour in an org, across all omni-channel enabled queues.

• Every time an item is assigned to an omni-channel queue, the platform checks the # en-queued in the immediately preceding hour.

• If the limit has been reached, the item will be blocked from being assigned to the queue.

Maximum Pending Routing Requests (10,000)• The max # of records that can be pending for

Omni-Channel to route to agents at any given time, across the org.

• When work is assigned to omni-channel enabled queues, omni attempts to route to an available agent. If there are no agents, then the work is pending routing.

• This limit controls the total number of routing requests that can be pending at any time.

Salesforce Objects

ASSI

GN T

O Q

UEUE

Example Queue 1

Routing ConfigPriority

Size= 1= 1 unit

Example Queue 2


Size = 2= 50%


Size= 3= 2 units

SOS

nth … 2nd 1st

nth … 2nd 1st

Wor

k Ite

m fo

r Obj

ect A

dded

to Q

ueue

Case

Lead

Custom

Example Queue 3

nth … 2nd 1st

OM

NI R

OUT

ING

Queued / Hour Max Pending

Omni-Channel Summer ‘16 Limits Limits raised to 5k / hour and 10k total (from 3k / hour and 6k total)

NewHaloUI Includes default action buttons for mute, pause/hold, two-way

camera and end session

End

Session

Pause/Hold

Message Tray

Draggable

Mute

Two-way

Some Use cases• Complex financial transactions that are

high touch, high valueBanks need to visually authenticate a client before issuing an account

• Connect with your Doctor via two-way video. A patient has a rash and wants to show their Doctor to see if they should get immediate care

• Technical Field ServiceArm your field agents with expert knowledge and contextStream back live video of an issue field techs are seeing to an expert back at HQ

Non-BlockingUI Maintain In-App Context Even When Waiting To Connect

In-Session UI:

Minimized View

Connecting Messages

Customer can wait for the agent to connect

while maintaining context within the app.

In Session UI:Maximized View

The customer can drag the agent container around the screen

while still be able to tap, swipe and type.

Newtwo-wayUI Buildtrustandconnectwithyourcustomersinawholenewway

Tactile UI:Tap &

Hold For Flashlight

Minimalistic UI For Mute, Pause and

End

Tactile UI:

Tap To Change Camera Views

UI Tool

Tips

Enlarge BFC/FFC View

Audio Meter

Salesforce App Cloud

Salesforce App Cloud

• Lightning App Builder• Lightning User Switcher• Two Factor Authentication• Global and Restricted Picklists• Process Builder• Wave Analytics for Event Monitoring• Lightning Components• Visualforce for Lightning Experience• APIs• Session Based Permission Sets (Developer Preview)

What’s new in the App Cloud



Lightning App Builder

Record Page, Home Page and App PageApp Builder supports customization of 3 new page types for Lightning Experience

Edit an existing Record Page or Home Page

Select Edit Page from the

Gear icon when on the Home Page or the Record Page you

would like to edit

Previously, the only way to customize pages was to use Salesforce Classic and write code (Visualforce) to override existing pages.

Edit Home PagesCustomize Home pages by dragging and dropping components into page regions


Drag & drop


the page



Edit Home Pages - Activate by ProfileDeploy tailored Home pages to users by assigning customized pages to profiles

Activate for all users or

opt to activate by profile

Pick the profiles to assign the customized

page to

Think about a “deal room” for Sales Reps or an “Awesome Admin” welcome for your Salesforce team!

Provide instant value and relevance by making the Home screen a tailored

experience

Edit Record PagesCustomize record pages by dragging and dropping components into page regions



Drag & drop


the page


App PagesBuild a new page once and deploy it to Lightning Experience and Salesforce1Templates are responsive – designed to look great across phone, tablet and desktop without any additional configuration.

Salesforce1Phone

Salesforce1Tablet

Lightning Experience

Use Case ExampleEdit the default Record page Sales manager wants a potential

commission component added to the opportunity record page

Edit the default Home page The admin wants to add an announcements component for all users in an org

Activate custom Home pages for specific org profiles Sales wants pipeline specific information that’s only relevant to their users on the Home page

Add a new page to Lightning Experience which can also be used in Salesforce1

Admin deploys a new app for users across desktop and mobile

UseCasesRecordPage,HomePageandAppPage

Lightning User Switcher

Simplify Salesforce Navigation with the User Switcher

With the user switcher, users can now easily navigate Salesforce when they have multiple usernames on the same or different Salesforce orgs. They select their profile picture to see a list of available usernames to navigate to.

Two Factor Authentication

Temporary verification codes

1. Admin can go to the user detail page and

generate a temporary 2FA code

2. The temp code is valid up to 24hr and can be used multiple times.

The temp code can be invalidated at any time

3. Admins should handover the code to the user so they can start

using it to verify their identity when required (e.g. device activation

and/or two-factor policy)

Two-factor Delegation Delegate Two-factor administrative capabilities to non-admin users.

Non-admin users that are assigned with this perm can use tools in the UI to manage and

provide user support for two-factor authentication. For example: generate temp

2FA codes for users that forgot/lost their mobile device

Has Verified Mobile NumberIndicates whether the user has verified a mobile phone number.Has One-Time Password AppIndicates whether the user has connected an authenticator app that generates verification codes, also known as time-based one-time passwords. Has Salesforce AuthenticatorIndicates whether the user has connected the Salesforce Authenticator mobile app.Has Temporary CodeIndicates whether the user has a temporary verification code.

When creating or editing a Users list view you can display and filter on four

new fields. Each field shows whether or not a user has registered an identity

verification method

Track Two-factor Registration Activities

Track Two-factor Registration Progress

Manage and track 2FA deployment in your org by creating 2FA dashboard,

reports and registration email campaigns.

Two-factor Registration Email Campaign

3. Select Email Template

4. Schedule the email delivery

Filter by 2FA registration criteria (e.g any user that

is not register with Salesforce Authenticator)

1. Run the Mass Email User tool

Global & Restricted PicklistsSimplify picklist management with global picklists

Global, restricted custom picklists

Foreachpicklistinstance,createnew

valuesorreuseapreviously-definedglobalpicklist

CreateglobalpicklistintheSetupTree

Enforcedatavalidation

44670IdeaExchange

Points

Global picklist definition

Manage inactive picklist values

Inactive values remain on existing records, but are not available to be

used for new records or when editing picklist values of existing records

Manage picklist valuesCreate, edit, deactivate, delete,

reorder, etc.

Easily identify where this global picklist value set is used

Create global picklist

definition in the Setup Tree

Restricted Picklists

Create new values for a "local" picklist, or use a previously-defined

global picklist value set

Enforce data validation (restriction)required for global picklists; optional

but recommended for “local” picklists

1770IdeaExchange

Points

Process BuilderGenerally Available in Summer ‘16

“More Than 1 True”

Processes Can Execute Actions on More Than One Criteria

Set the process to evaluate the next criteria or stop

1500IdeaExchange

Points

Configure Process to Execute More Than 1 True Criteria

Wave Analytics for Event MonitoringGenerally Available in Summer ‘16

Event Monitoring - Admin Analytics app Pre-Built Dashboards and Datasets for Event Log File Data

15 Pre-Built Dashboards targeting use cases around security, support, and

adoption

29 Pre-Configured Datasets for the most popular Event Log File event

types

Get immediate insight into Event Log File data. Each Dashboard provides summary KPIs, charts and segmentation

facets

Key Performance Indicators provide quick summary for a given dashboard

Pre-configured charts answer the most common questions for the given event

type

Facets make it

easier to segment data along key event attributes (i.e. user,

role, profile, etc.)

Admin Analytics Dataflow Dataflow wizard lets you modify the default integration

Determine which Event Monitoring

Datasets you want to include

Set how many days of data you want to store within the Admin Analytics

app

Lightning Components

Ease of Lightning Component Development

Inspect with EaseView component markup including the tree of nested components

Optimize PerformanceView potential performance bottlenecks and quickly diagnose issues

Get Usage InsightReal-time insight into component transaction and event history

Boost Developer Productivity with Lightning Inspector

Inspect with EaseLocker Service is a new security layer that enhances the security of your Lightning Components by isolating individual components and ensuring that third-party authored Javascript and Cascading Style Sheets are secure.

Lightning CLI 1.0.0Coinciding with the release of Locker Service is a Command Line Interface (CLI) tool that will help you design and build components that conform to the security requirements that LockerService now enforces.Provides instant value and relevance by providing developers an easy to use tool to qualify components for Locker Service.

Increased SecurityLocker Service prevents:1. Components from causing CSS and similar security issues.2. Components from reading other component’s rendered data without any restrictions3. Components from calling undocumented/private APIs

Enhance Security with Locker Service

Visualforce for Lightning ExperienceGenerally Available in Summer ‘16

Visualforce is fully supported in Lightning Experience Develop apps to customize your organization using Visualforce, including Salesforce1 and other mobile apps.

You can customize the main navigation menu in

Lightning Experience, including adding Visualforce

tabs as menu items.

When you create a custom app page in Lightning App Builder, you can add a Visualforce page

to the page by using the Visualforce component.

Composite API (Developer Preview)

Results from all requests are returned in order from

the requests

New REST resource for POSTing a composite

request

Define separate requests

(methods, resource URL and input), and name the request

with a custom identifier ('Account1' here)

Refer to previous requests by their custom identifier ('Account1.Id' here

to reference the ID of the created Account)

Parent and Child records created in a single

composite call Also mix unrelated

requests with related requests where desired

Durable PushTopic Streaming

Events are replayed in order of creation

Each message contains a unique replay id

On subscription to a channel, you can now

specify which event to replay from

New Platform Event type allows you to define what your event metadata

Platform Events can have subscriptions through Triggers which

allow you to programmatically inspect and take action from the Event

Events are replayed in order of creation

Platform Events (Pilot)

Just like triggers on standard and custom objects, triggers on Platform Events can

action other SObjects

A new Apex EventBus.publish() method

allows you to create your events

Session Based Permission Sets(Developer Preview)

Define a Permission Set to require activation Use the API to activate permission set for a specific user session

New SessionPermSetActivation object available through SOQL.

API insert access gated via a “Manage Session Permission Set Activation” user

permission

New field to designate a permission set as requiring activation

Community Cloud

Community Cloud

Community• New Global Search component• Configuring Your Tabs• Configuring Type a head• Pre-Moderation on Posts (Beta)• Actionable Insights• Enhanced Moderation in

Community Console• Topic DescriptionsAnd more….

What’s new in the Community Cloud


Chatter• Inline images in Feed posts• Code Snippets in Feed Posts• Compact Feed (Q&A) Updates

and View Count• 400 Supported Sites for Rich

Link Previews• Draft & Published Status for

Feed Posts• Group Dashboard• Add Multiple Members• Email on Announcement (Beta)And more….

Files• Files Connect for Box –

Generally Available• Files Home component in

Community Builder• Files Connect in Lightning

Experience Files Home• Inline images in communities

rich text postsAnd more….


Best-in-class Service Community

New Global Search component

“New” Component: Includes any tabs

(Objects) you configure.

“Old” Component: Includes Articles and

Discussions, as relevant to your org

.

Adding the new search component

Configuring Your Tabs

Tabs are configured by Community Manager in Builder. Only displayed Tabs will be searched. Tab set each user sees

is subject to underlying object permissions.

One Tab for each Searchable Object.

Add more Tabs / Objects in Global Search Results Property Editor in

Builder..

Configuring Typeahead

New option combines Typeahead tabs into a

single list.

New option lets Community Manager turn off “Typeahead”

entirely

New option lets Community Manager turn off the “Sign In to

Ask a Question” footer at the bottom of typeahead.

Combined List – checkedRecommended, as it’s better for

accessibility, and allows for Topic Scoped Search.

Unchecked: returns a

Tabbed List

Pre-Moderation on Posts (Beta) Tabs are configured by Community Manager in Builder.

Use member criteria to target specific users for the

rule

Admin can create a rule to pre-moderate posts in groups or user

profiles

Pre-moderation only works on post

Select ‘Review’ to send a post into pre-moderation

Posts in review can be approved by moderators

2

2

Author can still edit or delete the post

Post is approved and posted

User asks a question

Moderation rule moves

post into pending review (special UX

treatment)

Upon approval, the author receives an email notification

Moderators can

approve

Detect and Stop Spammers With Rate Limit Rules

User can choose to create a content rule (keywords list) or a rate rule

The rate rule notifies the moderator whenthe amount of content specified is created within the time frame

User can choose to create a content

rule (keywords list) or a rate rule

Use member criteria to target specific users for the rate rule

The rate rule freezes the member and notifies the moderator when the amount of content specified is created within the time frame

A rate rule can monitor user activity

on post, /comments, files, and

messages

A rate rule can monitor user activity on a 3-

minute and a 15-minute time

frame

Actionable Insights Insights now let you take action on your community activity directly from the

report.

Standard moderation actions such as approve, delete or remove flag are

supported

Admin can add custom actions (e.g. “Delete All Activity”) to

support additional moderation requirements

Admin can add or remove actions on

any Insight report

Admin can expose more actions (standard or custom)

Moderator can select multiple

rows and take an action

Enhanced Moderation in Community Console Manage pending posts, flagged content, and frozen members with

preconfigured Insights (Community package required)

Moderators can use Members Insights report to monitor frozen

members and unfreeze them if they aren’t spammers.

Insights renamed to Engagement

Moderators have direct access to all moderation queues (insights) from the Moderation node

Moderators can view the content of flagged posts, comments, and private

messages in Insight pages

If they leverage pre-moderation (beta), moderators can use the Pending Insight report to review

and approve posts

Topic Descriptions Surfacing the Description on the Page

“Description” label can be

changed.

In Builder, add the “Topic Description” component to your Topic Detail Page

Component only shows up for Detail Pages on Topics that contain Descriptions

Adding a description in CMC

Add a Description when creating a new Topic

Or add one to an existing Topic

Topic Descriptions can be added in Topics > Topic Management

Inline images in Feed posts

More Files in Publisher End users creating posts can attach up to 10 files that will be

accessible in the community

Up to 10 files can be attached to rich text feed posts and displayed

to end-users viewing the post

Code Snippets inFeed Posts

Code Snippets can be embedded inline within

Posts

Syntax highlighting is enabled for all common

coding languages

Compact Feed (Q&A) Updates and View Count

Questions with Best Answer clearly labelled

View Counts for Each

Question

The Question Title is front and center

Allow Employees to Login from the Community Login Page Provide seamless access to Community for internal users

Selecting the option hides the

employee login link/label

Select this option to let internal users login from the

Community login page

Internal users can login from this page