Blog Entries

Salesforce Spring ‘20 – coming in mid-Feb

Written by Daryl Moon

Blaze is featured in the Spring ’20 logo

The next release of Salesforce (Spring ’20) is coming in mid-February 2020. The release notes are out now and the race is on the find the hidden treasures that make life easier for users, admins and developers who use Salesforce on a daily basis. By the time we all return from the holiday season, these features will be nearly ready for us to use.

Assign Tasks to Queues

Tasks can now be assigned to a queue instead of multiple tasks being created when added to a group of users. This allows all team members to help out without the task being assigned to a single user or being manually delegated or reassigned.

Assign a task to a queue

Opportunity Scores from Einstein

All Sales Cloud Users will have access to Einstein Opportunity Scores which uses AI to help sales reps and managers to prioritise opportunities and close more deals. Einstein Opportunity Scoring gives each opportunity a score, from 1 to 99, which is available on opportunity records, list views, the forecasts page, and reports. This feature will be available on a rolling basis starting in 2020 – at no additional cost.

Einstein Opportunity Scoring

Opportunity Contact Roles

You can use the automation tools including process Builder, Flow Builder or Workflow Rules to automate adding Opportunity Contact Roles to every new Opportunity. You can also automate notifying Opportunity Owners when Opportunity Contact Roles are created or updated.

Email Threading

The activity timeline will now relate emails to a single thread so you can see the full discussion as a single conversation.

Email Threads

Schedule Emails

Users of the Salesforce Inbox or the High Velocity Sales licences can schedule emails for delivery in the future. This allows the email to be received at the optimal time for it to be read and hopefully actioned.

Scheduling emails for future delivery

With the Send Email Later – Pending List component you can reschedule, edit or delete an already-scheduled email message.

Case Management Enhancements

Merging cases is now available without users needing to have modify all permissions on cases. The merged cases are added to the Merged Cases related list. If the user does have modify all then the merged cases are deleted.

Merging Cases

Hovering over the case subject now provides a more detailed compact preview of the case:

When a case has been escalated, it will now display the small red arrow icon next to the case subject when viewing the highlights panel, list view and compact preview:

Escalated Case Icon

Clone objects and their Related Records

A new action to Clone Objects with Related records makes it easy to clone an object with all its related records. Note: This action needs to be added to the page layout for the required object.

Survey Enhancements

There are a number of changes to Surveys to make them more functional and more visually attractive. These include:

Adding images to question, welcome and thank you pages:

A colour-coded scale for the Net promoter Score:

Additional logic for questions:

There are also changes to the opacity of the content card, button width, improved visibility of pages and branding tabs, the background colour of surveys is changed to white and the colour of the ranking item buttons changes according to the colour of the answer choice buttons:

Update Preview Automatically in Report

You will now be able to edit reports faster without waiting for the preview to refresh with the Update Preview Automatically feature. Turn this off until your report changes are complete, then click refresh to see the changes in the preview window.

Report Subscriptions Attachment

Receive the results of a report subscription as a formatted spreadsheet. Note: this is a beta function so you will need to enable it and remember it’s not production ready yet.


With your Trailblazer.Me login, you will be able to access multiple salesforce sites with a single login and manage your profile and settings in one place.

Permission Set Groups

Now you can assign users a single permission set group instead of multiple permission sets. Permission set groups combine selected permission sets to provide all the permissions that users need for their job.

Flow Enhancements

There are several improvements to the Flow Builder as it’s functionality is improved further – to eventually replace Process Builder (still some time away).

Before-save updates in flow are up to 10 times faster than the equivalent in Process Builder:

Edit a flow from the App Builder:

Deactivate a flow from within the flow:

Salesforce Data Mask for Sandboxes

Salesforce Data Mask is a managed package that your admin can install to “mask” (or obfuscate) sensitive data in full or partial copy sandboxes. You will then be able to work with copies of your production data safely while respecting the privacy of the data.

Remember these features are not available until Mid-February 2020. More details are available in the release notes here:

Dreamforce 2019 as a first-timer

Wow – what a week (and a bit) Dreamforce was.

I’ve now finished up my first week back, mostly recovered, ready to try and describe what my first Dreamforce was like.

The Location

People who have been to the event before will tell you it is huge, yet it’s impossible to understand the immense scale of it until you’ve been in person. Taking up over 5 blocks of downtown San Francisco is the “Dreamforce National Park” which encompasses a number of conference centres and entertainment spaces to fit the 150,000 plus attendees.

Dreamforce National Park

Amongst the conference halls the area is kitted out with DJ’s, lunch areas, merchandise stalls and lots of Trailhead characters to get your photo taken with. Need WIFI? The Dreamforce SSID was available EVERYWHERE. I had lunch in the middle of the park (an actual city park, see below) and still had access to blazing fast Dreamforce WIFI.

The park – kick back, eat lunch and listen to DJ’s while working out which session you’re going to next

The Technology

It was a big year for new product announcements as well as re-announcements of products from Dreamforce’s past (just so you know they’re real). 

Here are some of the announcements that caught my eye.

Evergreen Serverless Functions

As a tech guy, this announcement hyped me up the most. Evergreen is a Function-as-a-service allowing developers to write business logic using Node.JS, Java or Apex. Think of it kind of like AWS Lambda but running on some magic developed by the Heroku team.

The functions are created and deployed just like any other kind of metadata (like an Apex class) and can be called on by Salesforce using point & click configuration or code.

Everyone loves containers!

The fact that it supports other languages and frameworks means you can leverage that language’s packages and ecosystems to deliver the business logic you need. Need to generate or edit a PDF? Use Conga – but if that isn’t an option, write an Evergreen function that imports PDFKit from npm. Want to get around some of the callout limitations of Apex? Write an Evergreen function, import axios from npm and callout to your heart’s content.

The other cool thing about this is engaging with talent who are already dedicated Node.js or Java developers to innovate on the platform together. I had the opportunity to speak with the team behind Evergreen after one of their sessions and Node.JS and Java are just the beginning – expect more languages to be supported in future releases.

Lightning App Builder Enhancements

There’s some cool changes coming to Lightning App Builder that starts to merge it’s functionality with the classic Page Layout editor (and then some). 

You’ll soon be able to control the layout of record detail pages down to the field level (not just the component level). Additionally you can now show or hide certain fields using the app builders visibility options. This can lead to some really powerful workflows such as using values from one (or more) fields to determine if other fields should also be shown or hidden

Stuff our Functional Consultants drool over

Sandbox Enhancements

Salesforce are slowly but surely making the job of creating/refreshing sandboxes easier for our consultants and customers. Lightning Sandboxes are a new type of sandbox that promise instant cloning with the ability to take snapshots that you can use to spin up additional sandboxes.

 I see this feature as a happy medium between using scratch orgs and traditional sandboxes. You get the benefit of instant activation without having to manage definition files and pushing your changes with each refresh.

Another Sandbox announcement was the introduction of Data Masking. This is an awesome new feature that helps protect your customer data when creating/refreshing your full or partial sandboxes. You can create configurations that let you decide what data should be masked and how it should be masked.

Let’s use a Contact record as an example. You can create a configuration to delete data from certain fields, anonymize data (Mark Benioff becomes go3ugm asfgu44) or pseudo-anonymize (Mark Benioff becomes Steve Marks).This is really powerful, especially when you are exposing your full sandboxes to your partners.

The Sessions & Keynotes

We watched the opening keynote via live stream at the APAC on Tour lounge, which is a drop-in location close to the Moscone conference centre specifically setup for APAC attendees. 

The opening keynote is a good way to understand the areas Salesforce has focused on during the year but is very high level, so choose your points of interest and go to one of the breakout sessions afterwards to learn the details. Mark handled the interruption by protesters very well, offering them 30 seconds to get their point across in exchange for them leaving afterwards. It would appear the evidence of this has been removed from the live streams.

Unfortunately we missed the opportunity to see Barack Obama give his keynote as the session was full, including the streaming locations and the keynote was not live streamed. We lined up to see Eddie Vedder talk 3 hours before the event and still could not get in. The lesson here is to enrol in the sessions you want to see the moment the full agenda is published. Don’t leave it until a few weeks or days before the event.

The line for the registration desk on the second last day

The “True to the Core” session is one to catch which is now an annual event at each Dreamforce. Salesforce co-founder and CTO Parker Harris, flanked by a bunch of product leads, try to provide some transparency into their development process and the reasons why they made certain decisions about the direction of their products. In the latter half they open it up to questions from the audience which quickly spirals into some very frank questions being posed to the team – with comedic results.

Wushi, SteveMo says hi!

My favourite non-Salesforce related session occurred on our last evening in the APAC on Tour lounge. Daniel Flynn from Thankyou gave an inspiring talk about the challenges his business faced trying to get the not-for-profit off the ground in a segment dominated by for-profit companies. Thankyou sell a “pay what you want” book about their story (with a twist on how books are published) which is worth checking out.

If you’re interested in viewing all the major Salesforce sessions/keynotes, our Conga crazy consultant Daryl Moon has collated this list for you.

The Dreamfest

Every year Dreamforce puts on a huge party that includes bringing in some well known musical acts. Last year it was Metallica (bummed I missed that one!) and this year we saw Beck supporting Fleetwood Mac, joined by Neil Finn stepping in to replace Lindsay Buckingham. 

Fleetwood Mac rocking the house

Fleetwood Mac was a bit before my time so I wasn’t sure how I’d enjoy it, however once they started playing I knew most of the songs and they were amazing. They blew away my expectations and even sneaked in some Crowded House tunes. Couple that with great company, a rocking Oracle Park baseball stadium (with the Oracle signage well hidden hehe) and a fair bit of booze it turned out to be a fantastic night.

The Before & After Dreamforce Fun

James dwarfed by a Redwood.

You have to take advantage of being on the other side of the world while you’re here. Some of us did a pre-Dreamforce weekend down in Santa Cruz (75 miles from San Francisco) traveling there in the type of SUV you can only find in the US.

That’s a big rig

In Santa Cruz we explored some of the Redwood forests, had a day out on the boardwalk riding their thrill rides (Giant Dipper and Fireball were a favourite) and hired some electronic JUMP bikes to explore the surf coast.

Hows the shorts!

Our CEO Ian Goodwin chose to wind down from Dreamforce by riding through the Nevada desert.



Now that I’m no longer a Dreamforce virgin I can attest that the hype is real. The world’s largest technology conference is an immersive experience that combines technology, learning and inspiration in an environment that feels like a party every day. The Cludo team had a ball – with our customers, our partners, Salesforce and each other – and you can be sure that we’ll have another delegation back again next year!

Salesforce Summer ‘19 Release – Feature Roundup!

Author: Tim Combridge – Cludo

It’s that time of year again – that’s right, Salesforce’s annual SUMMER Release. This year, our screens have been graced with the presence of Codey the Bear and Koa the Dog sharing a stand-up paddle board ride together.

Salesforce has been packed full of goodies this Release that are sure to make every admin excited, every developer enthused, and every user thrilled!

What’s In Store For Admins?

I’ll start by diving into why every #AwesomeAdmin will love the new release. Salesforce loves admins and is constantly innovating to ensure we have more power than before with each release. 

Enhanced Related Lists – Link

Salesforce is based on a wonderful relational database – this means that records refer to one another throughout the system to make it easy to find things within the system and keep it running efficiently. Related Lists allow Users to be able to access related records with ease, and with Enhanced Related Lists they are now able to see and do more than ever before. 

Enhanced Related Lists can show up to 10 columns (which are now resizable and can be used to sort records), perform actions to multiple related records at a time, and allow text to be wrapped to show more information on the same page. Not only that, but you can choose whether or not you want to display the list view action bar (We’ve been waiting for this for a LONG time!)

Undo, Redo, and Duplicate Elements in Flow Builder (FINALLY!) – Link

Was I the only one who had a party at my desk when I heard about this? Maybe? Okay, I get a bit excited about things like this! Flow Builder was such an excitingly different tool to Flow Designer, but I personally found for all its glory, there was still room for improvement. As nice as it was to have a simplified Toolbox and cleaner interface, I struggled with the inability to duplicate elements or to simply undo my mistakes as I made them. As of Summer ‘19, it seems Salesforce has answered my prayers! The Undo, Redo, and Duplicate buttons are now available in the updated Flow Builder! 

Automation Home (Beta) – Link

Automation Home is exactly as it sounds – a homepage for all things automation! Here you can access the various automation tools at your disposal, find new Flow Templates on AppExchange (New in the Summer ‘19 Release – Link), and see the automation activity within your org. You’ll also find a summary of errors and guidance for optimising automations to ensure your users have an efficient and enjoyable time. 


What’s In Store For Developers?

Admins aren’t the only ones who will love the Summer ‘19 Release! There are a whole stack of new and exciting features that Developers will love too! IDE Is Retiring – Link

The IDE plugin for Eclipse has been one of the main pieces of equipment for developers for years. Sadly, we’ll soon be seeing it ride off into the sunset. As we wave it goodbye, tears in our eyes, we can rest easy knowing that the hole in our hearts will be patched with other tools such as the Salesforce Extensions for Visual Studio Code (Link). You can read more about this change on Salesforce Developers Blog – The Future of Salesforce IDEs (Link).

Important Changes to Apex, CLI, Lightning Components, and Lightning Web Components

There are a number of changes to various technical tools within Salesforce that all developers should be aware of. I won’t go into too much detail in this post, but I’d strongly suggest reviewing the following notes:

  • Salesforce CLI: New and Changed Commands (Link)
  • Apex: New and Changed Classes and Interfaces (Link)
  • Lightning Components: New and Changed Items (Link)
  • Lightning Components: Lightning Web Components in More Places (Link)

Enforce FLS in Apex (Link)

Apex can now contextually determine the level of access a User has to a particular field and restrict the code at runtime accordingly. If a User doesn’t have the required access to create a particular field on a record, and the code is trying to insert a record, then it will strip out that field from the code before inserting. This is done by using the Security and SObjectAccessDecision classes. To read more and see an example, click here.

What’s In Store For Business Users?

Business Users are also going to gain access to some exciting new features and tools that will change the way they use Salesforce. 

Filter Related Lists Using Quick Filters (Link)

There’s nothing worse than sieving through an extensive list of related records trying to find what you’re looking for, especially with the lack of filterability on Related Lists! Huh, it’s almost like Salesforce could hear your pain and decided to grant your wish! Introducing Quick Filters for Related Lists in Salesforce. All you need to do is navigate to a Related List and open the new Filter menu on the right hand side, and voila! You can now filter your records however you require! 

You heard it here first – Keanu Reeves is now a Salesforce Employee*
* Not actually true, but we can dream!

Access Super Cool New Features With Lightning Extension For Google Chrome (Link)

You’ve probably scrolled through this article and thought to yourself, “I wonder why all these screenshots were taken in Dark Mode… and how can I access Dark Mode?” (Well, that’s what I would have thought anyway) Wonder no more! Salesforce has included an extension for Google Chrome called Lightning Extension that will let users test out new features, just like Dark Mode, from their own browser. This doesn’t require any change to be made by a developer or an admin, just the extension itself. Try it today! 

Desktop Lightning Experience on iPad (Beta) (Link)

This one may only be exciting for a select few… but it just so happens that I myself am one of those select few, so I’ve decided to make a note of it! 

For years, I’ve felt like my iPad Pro should be capable of a lot more than it had the ability to do, and I wasn’t alone! Apple themselves have announced that in the new iPadOS (due for public release in September) will feature an upgraded, desktop grade Safari web browser, and with Summer ‘19 I noticed that Salesforce also have realised the potential that the iPad has. You can now ask your admin to enable the desktop version of Lightning Experience for iPad users and test it out in Safari! 

Note: This feature is currently in beta and may not work reliably. Keep that in mind when using Salesforce on your iPad. 


In a very short summary – Salesforce Summer ‘19 is going to be a whopper! There are so many features that I wasn’t able to cover in this post, so be sure to head over to the official Salesforce Summer ‘19 Release Notes (Link) to read more for yourself. 

Salesforce Spring 19 Release – Coming to an org near you!

Author – Izaaz Gaffar, Cludo

For those of you who have logged into their sandboxes recently, you may have noticed Einstein floating around on his little bicycle. What does this mean for you? Only one of the three most exciting times of the year, Salesforce Spring 19 Release.

Want to know more about the exciting features Salesforce is bringing to you? Make sure you read on! Before we take a dive into the new goodies though, I encourage you all to review the below key dates.

  • January 7 onwards – Looking to add another cool badge to your collection? Make sure you complete the Spring 19 Release Trailhead here!
  • January 25 – Check out the release webinars for admins and developers here – this will ensure you stay ahead of the curve!
  • JANUARY 11 | FEBRUARY 1 | FEBRUARY 8 – Spring 19 Release over 3 weekends, make sure you check out Salesforce Trust to verify when your org will be switching over.
  • April 22 – For those Salesforce connoisseurs out there that have certifications, the Spring 19 Release exams will be available by April 22 – Don’t forget, these release exams have been moved to Trailhead.

Now that the logistics are complete, let’s dive into the goodies that Salesforce has brought in this release! The article has been broken into the top 3 updates for End Users, Admins and Developers.

End Users

1. Pinned Lists are no longer a feature of the past!

Tired of hitting the “Recently Viewed” list view every time you jump into an object? Or perhaps you have a go-to list view that you’d like to see. Easy, introducing Pinned List Views – simply select the list view that you would like as your default, click the pin icon and off you go! I know a LOT of my users will be happy to see this, personally I am too!

Reference – Jump Right into Your Most Important List View with Pinned Lists

2. Attention Sales Managers – Boost your Inside Sales Reps productivity through the roof with Salesforce High Velocity Sales.

Salesforce High-Velocity Sales is a streamlined solution targeted for sales reps speeding up their sales process. Part of the Sales Cloud family, this tool consists of multiple productivity and automation features:

Reference – Empower Sales Reps with the High Velocity Sales Workspace and Work Queue
  1. Work Queues – Reps are guided through a prioritised list of activities ensuring they make the next correct phone call, email, text message or task.
  2. Lightning Dial-er – Get to your prospects faster with Salesforce native click-to-call.
  3. Lightning Sales Console – unified, intuitive user experience which ensures reps are spending less time on administration and more time on selling.
  4. Einstein – Einstein leverages your sales history to provide scoring on which leads to focus on and how to convert them faster.
  5. Sales Cadences – Remember the Work Queues we spoke about earlier? The list of prioritised, scheduled activities that appear in Work Queues are driven from Sales Cadences. Sales Cadences allows companies to implement best practices, standardise processes and boost efficiency when it comes to selling. With a clicks, not code interface, Sales Cadences can be built to guide both novices and veterans for when to call, when to email or when to wait during the prospecting process.

3. Did I read increased Data Storage?

This is probably one of the most exciting updates to this release. Data storage is now increasing from 1GB to 10GB for selected additions. As an example, prior to Spring 19 – A professional edition org with 10 users would be granted 20MB each, which would equate to 200MB (rounded up to 1GB). Now, a professional edition with 10 users will receive 10GB + 200MB for the 10 users, equalling 10.2GB.


1. Goodbye Cloud Flow Designer, Hello Flow Builder

Another one for you flow-natics out there, gone are the days of adobe flash crashing in your browser when opening a flow, introducing the new Salesforce Flow Builder. The new Flow Builder features a simplified user interface, consolidated elements, and a seamless migration experience – old flows when opened will display in the new Flow Builder.

2. Organise your email templates back into structured, secured folders.

No more Private and Public Folders, custom email template folders can now be created to put back some structure into your org – oh and did I mention nested folders?

In addition to custom email template folders, folder based sharing has been introduced to ensure users only have access to the templates they need.

3. Create Objects from Spreadsheets

Have a new object with hundreds of fields you need to create? Don’t want to use the schema builder or go through the interface field by field? Now objects and its data can be created by importing either a Google sheet, a Quip spreadsheet, an .xls file, or a .csv file directly into the navigational items tab in a Lightning App.


1. Create big Objects via the User Interface

Big objects allow you to store and manage large amounts of data natively on the Salesforce platform. Previously, big objects could only be created via the Metadata API, now – big objects can built within the user interface, fields can be defined and index built for how the object will be queried.

Reference – Create Custom Big Objects from Setup

2. Clone Sandboxes (Generally Available)

Simplify your release management process by utilising the ability to clone sandboxes. As you move through the development life cycle, you can now clone an existing sandbox rather than using production as the source.

Reference – Save Time by Cloning Sandboxes (Generally Available)

3. Lightning Web Components

Lightning Web Components and the original Aura Components programming models can now coexist and interoperate on the same page when building Lightning Components. Lightning Web Components are custom HTML elements built using HTML and modern JavaScript.

Reference – Lightning Web Components (Generally Available)

And that’s a wrap! What are your top new features in Spring 19? Please share your thoughts in the comments below. For a full list of features, please visit Salesforce Spring 19 Release Notes.

Feeling a little bit chilly? Salesforce Winter 19 Release is about to heat things up!

Author – Izaaz Gaffar, Cludo

Its that joyous time of year again! No not Christmas, although each Salesforce release is almost as exciting as the festive season! Welcome to Cludo’s Winter 19 Quick Release summary. This blog is designed for give partners, customers and salesforce enthusiasts with a snapshot of the top 5 highlights for both customers and admins! Unless your someone like me who enjoys reading through pages upon pages of detailed release notes.

Want a sneak peak to play with the new features before it hits production? Make sure your sandboxes are active for the pre-release dates of September 7 and 8. For more info on Sandbox preview instructions, make sure you check out Salesforce blog: Sandbox Preview Instructions for the Salesforce Winter ’19 Release. Now lets get stuck into the new features!

Customers First!

Amazing customer experience is critical to any successful Salesforce implementation. Check out the below top 5 features that will electrify your customers lightning experience!

Shake up your Salesforce View with new Density Settings!

Have you ever had a request from a customer that the new Lightning interface has too much white space? Salesforce now has the ability to change your density display settings.



Say goodbye to whitespace, with compact density, fields appear with labels to the left and white space is reduced between components. This fits approximately 30% more fields on a page. The comfy density setting is similar to Salesforce’s previous page experience.

How?  – This feature can be configured from Setup -> Density Settings. Remember, the org level setting cannot override an individual users setting.


Quick Text spreads its Wings!

Have you ever implemented quick text and received minimal adoption due to reps forgetting the quick text hotkey? Or as a rep are you booking an event and tired of typing the same canned response over and over? Salesforce has improved quick text by spreading its wings to Tasks and Events, as well as a handy visual icon to ensure your reps are not forgetting this power-saving feature!


Make switching back to classic a thing of the past!

Are you running classic in parallel to Lightning for end users? Are you wanting to understand why your users are switching back to classic? Salesforce have implemented an optional feedback feature which prompts users upon switching back to classic give feedback. This feedback is stored in a chatter group where admins and users can collaborate, educate and resolve request on the go!

How? –  To setup the feedback form in LEX, navigate to Setup -> Onboarding & Assistance -> Switch to Classic Feedback Form. Both the default question can be modified and the chatter group can be configured


Did someone say List View Search?

You asked for it, Salesforce Delivered it! Users now have have the ability to filter their records within a list view with a search bar. The search bar can also be added to the list view component in the Lightning App Builder. Searchable fields appear not to be disclosed, but this is one step closer to declarative domination!


360 Degree View of Email Activity

Ever sent an email to a prospect and wondered if they had opened it? Or maybe it was a dud email address? In Lightning Experience, Salesforce have introduced bounce back warnings which now appear on lead, contact or person account records which have a bounced back email address.

On top of bounce backs, Sales reps can now intuitively view an email activity record and identify if an email is being tracked, last opened and first opened


Admins to the Rescue

Supercharged admins equal happy customers! Check out my top 5 highlights that will boost your efficiency.

Unable to share list views in Lightning is now a thing of the past!

Remember creating a list view in lightning and not having the ability to share it with specific groups or roles? Tired of updating security settings in classic for list views? I know I am, Salesforce Lightning now has the ability to properly control list view security within Lightning!


Winter Release? Or should we call this Flow-Release?

Flow-natics rejoice, crack open a beer and preach clicks over code because Salesforce has taken flow to another level with the below improvements:

New Components

Dependent Picklists

Dependent picklists are now available in flow screens. This component utilises the field dependencies setup in the org.

Opt In / Toggle Component

No more dull checkboxes or picklists to capture user preferences. Utilise the new toggle screen component to improve your customers experience.

Slider Component

Gather a users rating between a range of values with an aesthetic, interactive slider.

Previously entered values

During a flow, if a user fills in fields on a screen, then navigates to the next screen, the details filled in the initial screen is not saved if the user navigates back to it. With this new feature, flows now remember the values of attributes when moving between screens. You will need to setup appropriate input/output values to support this.

Multiple record change processes

In Process Builder, it is best practice to have one record change process per object. If an org has multiple record change processes on the one object, it is likely that the org will hit governor limits such as SOQL queries. In addition to governor limits, if there are multiple record change processes per object, Salesforce is unable to guarantee which record change process fires first, second and so forth. Now with this new feature, Process builder will now display a list of active record change processes per object. This is great from an architecture perspective to ensure limits are not breached and administration is simplified.


Custom Permissions – An App Builders new friend!

Have you ever created a lightning component and wanted to dynamically hide it based on specific criteria? Perhaps the object did not have a great field that you could utilise as the filter to define the visibility. Or maybe the component visibility was relevant to some user groups not others? All of your these use cases are now addressed with the ability to filter lightning components based on custom permissions. Custom permission can be applied on a profile level or a user level using permission sets.


reCAPTCHA – showing spammers and bots whos King!

Salesforce now have the ability to reject both cases and leads that are generated from Web-to-Case and Web-to-Lead that have not been verified using reCAPTCHA. This setting can be turned on by simply navigating to Setup -> Web-to-Case or Web-to-Lead respectively. Once turned on, don’t forget to update your sites with the updated HTML code!


Field References – Goodbye Eclipse, Hello Salesforce! (PILOT)

Now, this feature is in Pilot, and only available to users who are on the pilot program. Lets hope this feature becomes GA in the future. This functionality is so amazing, it needs a mention in this blog! Previously, when you were looking to edit a field in the backend, you may have been unaware as to where those fields were referenced. The field could be used in reports, validation rules, flows, triggers and the list goes on. Now, yes there are methods to find where these references exist, by utilising tools such as Eclipse, or simply attempting to delete the field – you would be presented with some references. This pilot feature allows you to navigate to the field of choice, click the button “Where is this Used” and boom! Presented with a list of hyperlinked references. Amazing right? Lets pray this feature becomes GA!


Now it comes to the sad end of the the post, I’d like to thank you for reading this and hope it was beneficial to you and your customers. Until next time!

Izaaz Gaffar


Customer Engagement History – A Cludo Solution

Customer centricity has been at the centre of most business discussions over the last few years and rightly so. As technology advances, we as consumers have raised our expectations when it comes to customer service. Our relationships with our favourite brands become deeper as we engage with content, apps, storefronts and service centres alike.

Salesforce acknowledges this and provides a powerful platform that spans across several channels and is starting to tailor solutions to specific market verticals connecting people and devices alike with leading-edge technology like Einstein’s AI engines and IOT.

With this rapid advancement in technology comes the problem of data, lots of data. By 2020 we can expect to see 1.7mb created every second for every human on the planet. The question is, what do we do with this data and how do we create something meaningful from it to drive conversations with our customers and prospective customers alike?

At Cludo we’ve been working on an application that provides a view of every customer, lead or account and their respective engagements with your brand. What we saw were various data sources that although centralised in the Salesforce platform were not in a state to drive conversation and provide an understanding of what a customer had been through, the CRM user a customer had spoken to, their issues or what marketing that customer had been sent over a period of time in chronological order.

We call it CEH (Customer Engagement History), a flexible/ scalable solution to provide a linear view of a customer and their story. This solution combines data from Standard SF objects, ISV app exchange custom objects and granular marketing related details from
Salesforce marketing cloud.


Marketing cloud has always provided the view as webpage (VAWP) functionality which is great. However, this doesn’t always work as the link is generated from the source data which may change. With this change there is a change that the link may break or the content may change due to the contents of the email, We saw this is problematic for our solution. Our answer to this problem was created by using various marketing cloud functionalities where we created a view of the HTML at send time for each email and then exposed this to Sales/Service Cloud on call to help write each customer’s story for the end CRM user.


This is just one of many platform enhancements that we have in production for our great clients. We will continue to build upon this in future versions. Watch this space for exciting new Cludo projects that close the gap between brands, users and consumers.

Oscar McCall,

Marketing Cloud Practice Lead @ Cludo.

Cludo’s Shiny New Salesforce Marketing Cloud Practice!

Good news comes in 3’s.

Last week Salesforce announced a survey ran by Litmus showed Salesforce to be the most popular email tool with over 27% market share. Whether or not this covers SFMC, Sales, Service Cloud and Pardot we can only guess.

Salesforce also announced that Salesforce Marketing Cloud is also the #1 Marketing tool by market share (IDC report). These 2 results come in with the various other #1 rankings for CRM, Service etc. Which has been a common trend for the last several years.

With that in mind we are delighted to announce Cludo’s Salesforce Marketing Cloud Practice.  While we’ve been delivering SFMC and Pardot solutions for several months now (especially for financial services clients), we haven’t really made a lot of noise about it, so as the leader of our Practice, I thought that needed to change.


What have we been doing?

Helping our clients engage with theirs! And we’ve been busy identifying and building integrated solutions, best practice guides and a methodology that addresses the current state of the marketing automation landscape. And we’ve built-out some really cool, reusable integrations that close some current gaps in the solution landscape (sing out if you’d like to know more).

Planning for success.

It goes without saying that clients’ expectations of how they engage with organisations change and so the digital marketing landscape is changing faster than ever. Keeping up with this change is challenging and creates dilemmas such as: How I choose the right software? How do I build the right team? How do I plan for the future?

At Cludo we understand that digital marketing transformation can be overwhelming and confronting. We acknowledge this and, because we’re dedicated to our clients’ success, we’re here to help you work through your digital engagement challenges and come up with right sized and fit-for-purpose solutions that work.


Want to know more … drop me a note at

Cheers, Oscar McCall

Salesforce Spring ’18 Release Notes Review

Spring is in the air… if you are in the Northern Hemisphere… in Australia (where I am) it is stinking hot Summer in the air.

By now your sandboxes have been updated and you should be wondering when will that Bear be watering my production environment. The answer is Feb 11 (for APAC orgs.)

Below I have reviewed the release notes and provided a greatest hits list for some of the new features that caught my eye. Please reach out if you have any questions, I would be happy to answer them.

Lightning Changes

Personalized Navigation

Lightning Apps allow Admins to select the Tabs that will be available to users, but with this feature, the power to customise the application tabs is in the hands of your users (like it was in classic.) Users can reorder, remove and rename the tabs in their application.


Themes in Lightning Experience

Last release Lightning introduced the coloured background to increase the contrast within the application, now these can be customised to your preferences or branding guidelines.

Create themes that control the colours, banners, images and avatars for your org. The themes can be applied at the org level and at the application level.



Salesforce is changing the URL used in Lightning Experience. The new format is now readable, for example:

  • Current format: https://<>/one/
  • New format: https://<>/lightning/o/Account/home

This feature needs to be enabled in all orgs that were created prior to Spring ‘18.


Quick Text and Macros

Macros are available in Lightning apps on most standard and custom objects. Quick text joins your Lightning Experience toolbox. is now the Lightning Platform has been renamed Lightning Platform. That is all.


Path Updates

The Path feature is now available on Cases, Accounts and Campaigns.


Collapsible Sections Lightning Component

There is a new component in town, think of it like the Salesforce Tabs Component but vertically stacked. You can put any other component within a section of the component.


Salesforce Surveys

I imagine that there would be a lot of businesses on the AppExchange that are concerned that Salesforce has built their own functionality for what was a classic and well used flatform extension.

Surveys can be added to Lightning Pages and Communities. This will be a fantastic way to collect information.


Duplicate Jobs

Administrators can now run a duplicate job check to get all the records that match the defined duplicate rules. This will make keeping a database nice and clean.



This release see’s the Salesforce Flow engine get a massive upgrade. The tool seems to be getting more and more customisable. These features seem to require the standard flow engine to be extended with the help of Lightning Components and code (which means you’ll need a developer.)

Some of the noteworthy features:

  • Customise the styling of a flow with a lightning component.
  • Upload files into a flow
  • Override the standard header and footer of a flow
  • Launch Flows into subtabs of lightning console apps
  • Launch a flow from an object specific action
  • Bulk flow handling improvements


LinkedIn Advertising Integration with Leads

Link your LinkedIn advertisements with Salesforce Leads. This integration will allow a mapping from your LinkedIn advertisement into your Lead object.



Shield platform encryption keeps getting attention and featured. This release brings many new features to the table for those customers who require encryption of their customer database.

Some of the notable features:

  • Bring your own key. Now you don’t have to use the Salesforce generated key, but can generate one yourself and upload it to Salesforce.
  • More fields are available for encryption on Contracts and Opportunities now.
  • Encryption can be applied to Activities, Emails, Email to Case and the name of a custom object (pilot feature.)
  • Include encryption fields in duplicate matching rules.
  • Mass decrypt fields. If you want to make a change to the fields that you encrypt or change a tenant secret, then you can now disable encryption for a field and the system will decrypt it automatically.
  • Check your encryption coverage statistics.


Sales Cloud Features

Lead Conversion Control

The Lead conversion process can now be controlled by your administrators. Take control over the default Opportunity creation process when a Lead is created or hide the section all together.


Campaign Enhancements

The Campaign page now has a quick component which allows Leads, Contacts and Person Accounts to all be added to a Campaign from the one screen. From the Campaign Members related list, click Add Contacts.


Opportunity Splits now in Lightning

That is all.


Service Cloud Essentials

A new Service Cloud license has been created called Service Cloud Essentials. This is targeted at Small businesses looking to build their CRM customer services platform. Not much more detail on this yet, but looks to target those smaller businesses that usually look elsewhere when they see the Salesforce sticker price.


Social Customer Service

Social Customer Service gets an overhaul this release with the ability to view even more information about your customers social presence, sentiment and author labels.


Lightning Experience Report Builder

Still in Beta but with heaps of new features added, the Lightning Experience Report Builder now lets you use buckets, cross filter records, summarise data and use formula columns.


Salesforce Winter ’18 Release Notes: a tardy review!

Author: James Keaney

I know Spring ’18 is around the corner, but I thought I would back fill my release notes summaries. (Apologies for the tardiness of this post.) There were some big changes in the Lightning Experience features in Salesforce’s latest release, and I am pleased to have reviewed the release notes to bring you this post of the features that I think are the most notable. I hope everyone has had a great break over the New Year!


Lightning Experience Gets a New Look and Feel

The biggest change in this release was the UI updates made to the Lightning Design System. Most notable is the new blue background colour that you would be used to by now. This can be hidden and reverted back to the uniform grey white. This background will become fully customised in one of the upcoming releases.

Leads: Speed Through Lead Conversions with Added Flexibility

The Lead conversion process has been upgraded in this release. Now users can enjoy the feature parity with the old classic conversion process. The new conversion screen allows users to create new Accounts, Contacts and Opportunities from the Lead, as well as being able to take advantage of the matching rules engine to match an existing record.

Expand Your Reps’ Email Reach with List Email

Emails can now be send from list views to multiple contact, lead and person accounts. This will merge fields as well. This is one of those features that users have expected but lived without for years.

Edit More Records at Once with Mass Inline Editing

List views can now edit records in line, up to 200 at a time.

Route Work to Agents in Lightning Experience (Generally Available)

Omni Channel is now GA in Lightning. This means that the Case routing feature that allows you to switch the way you take on cases in your business is available in the nw Lightning Experience. Agents can now accept or reject Cases based on their skills and status. This also includes the ability to push web chats to agents.

Build Macros and Save Time in Lightning Experience

Actions can now be built by agents using Macro’s in Lightning. Build a macro for your team to quickly close a case or put bulk Cases on hold.

Use Case Milestones in Lightning Experience

Milestones and Entitlements are now support in lightning experience. This includes a new lightning component which shows the time and details of the current support milestone on a Case record.

Chat with Customers in Lightning Experience

Web Chat is now fully supported in Lightning. The console now comes alive with chats that can be routed through Omni Channel into a window which allows you to communicate live with your customers, view their past chats and even link to a Case record.

Lightning Report Builder (Beta)

Orgs can turn on the Lightning Report Builder to try out the brand new reporting engine that you will get to know and love this year. The report build is build with the new design in mind and include automatic report type selection based on your groupings, edit charts in the builder. Keep in mind that this is in beta and includes a long list of features that are not supported. You can hand this out to individual users with a permission set if you want to try it out.

Embed Dashboards on the Home Tab and in Lightning Apps

Dashboards can now be added to the home page app in Lightning experience. This is a big win for ensuring that the right information is in the right place for your users.

Make Your Lightning Pages Dynamic

Lightning pages can be set up to be made Dynamic. This means that you can control the visibility of a component based on the record attributes. For example, for a Case which is for a Contact that is not in the system, display the create new Contact flow that will create the record and link it to the case on the screen. If the Contact is linked, then the flow will be hidden.

View Related List Data Quickly with Related List Quick Links

A new component has been introduced which allows you to hover and view related lists in lightning the same way that used to be in Classic!

Track Time with the Time Field Type (Beta)

There is a new field type in town: time! This can be used to track the time of cases, events and project management. To support using time in formulas, this beta release introduces the TIMEVALUE and TIMENOW functions, as well as new HOUR, MINUTE, SECOND and MILLISECOND functions.


Thank you for your time and attention. If you have any questions please reach out to me and the team at Cludo.

Salesforce Summer ’17 Release: Service Cloud is now on the Lightning Experience

James Keaney – Director and co-founder at Cludo

This weekend Salesforce will upgrade their platform to the Summer ’17 release. This release will bring the Service Console on to the Lightning Experience.  I have singled out some of the new Service Console release features that modernise the Service Cloud with the Lightning Experience.

Service Console:  The Service Console is now Generally Available in the Lightning Experience.  The console allows you to view multiple related records in one multi-tab interface.

Split View:  view a list view on the left of your screen to keep track of any list of records that you need to work on.  Manage your assigned Cases efficiently. 

Compact Case Feed:  The case feed is now easy on the eye in Lightning.  Get a quick look at the details in the feed and expand it out to view the full details.

Case Hovers:  View a Case’s details with just a hover, this includes the the latest updates from the feed.

Omni Channel for Lightning:  Omni Channel is now beta in Lightning.  Have your staff manage their availability and accept the Cases that need routing.

Keyboard Shortcuts: This was mentioned in my first post, but this will be a real boon for support staff looking to process Cases and records quickly.

Person Accounts: they are now supported in the Lightning Service Console.

Social Posts:  reply to social posts from the case feed.  This works for Twitter and Facebook posts.

Support Entitlements for Lightning: This feature is on the way to being fully supported in Lightning.  Some related lists from Classic do not yet work.  I would expect this in the next 1-2 releases.

Lightning Knowledge: The Knowledge feature is now Generally Available in Lightning. View and associate articles with Cases in the new interface.

Release Notes:

Upgrade Times:

AP4: June 11th 3am EAST

AP1: June 11th 3am EAST

AP2: June 11th 4am EAST

AP5: June 11th 5am EAST

AP3: June 11th 5am EAST

AP0: June 11th 5am EAST