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.
Integrating your email and calendar with Salesforce is one of the most valuable features you can enable for your users. It will drive adoption and make the platform work for your team. An example of this is the new Contact sync feature: now a Sales rep can keep their Contacts up to date in Salesforce, from within Outlook or Gmail and know that the details that they keep up to date in Salesforce will automatically be synced down to their phone via their Contact address book. Personally, this is my favourite feature.
Summer 17 on June 11 will enhance this integration yet again. Some of the noteworthy enhancements are listed below:
Relate whilst you compose: relate emails to records whilst you compose them. This will save your Sales reps time navigating back to their sent items to associate an email to a Contact.
Lightning Email Templates: Create, share and use lightning email templates from within Lightning for Gmail/Outlook. Make it quick and easy to send repeatable content to customers and prospects.
Stay logged into Lightning for Gmail: Salesforce session will be preserved now. No more logging in every 4 hours.
Attachment selector: choose which attachments to save to Salesforce.
Events stay up to date: Now when your events are sync’d through Lightning for Gmail and that event changes, those changes will be kept in sync.
Contact Sync: Contacts can be sync’d between Salesforce and Google in both directions now. (Careful!)
Sync Frequency: Contacts and Events will now sync more frequently with Gmail and Outlook.
Salesforce will upgrade their platform on June 11 to the Summer ’17 release. Last week I covered some of the new features that I am looking forward to. This week I have a few new features that I think will make Salesforce Administrators lives easier.
Package Path: Now you can migrate the Path metadata between environments. Admins who have implemented Path will be thankful for the amount of time it will save them copying and pasting text and re-selecting the key fields.
Flow Lightning App component: add your visual flows to Lightning Record Pages. This feature is generally available now. This is the best thing since sliced bread if you are a flow guru.
Launch Flows in Lightning runtime from buttons, links and custom tabs: Visual flows are now executable in the Lightning Experience. This now works within the new environment so no more blank screens and empty windows.
Flow redirect: use a retURL parameter to control where your flow returns when executed from the Lightning runtime.
Dynamic flow screen fields: This pilot allows you to select which fields on the UI of a visual Flow display based on user input.
New Setup look and feel: the Setup has been given another lick of paint. The Setup resembles the Console allowing for multiple tabs for each of the setup options.
Migrate Communities: You can now move communities between orgs. This will make administrators lives much simpler when creating or updating a community portal.
Summer ’17 is coming June 11 (in Australia) so it is time for me to give you a quick run through of my favourite features that caught my attention as I ‘digested’ the release notes.
I encourage you to peruse through these items and see what catches your attention. If you are a Salesforce user already, please send me a message if you would like to discuss these features and how they might be turned on for you.
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
Lightning focus: Salesforce have updated the Lightning experience migration assistant to help customers check their readiness for the migration as well as trying to prove out the value of the new interface. If you want to migrate to Lightning, this assistant will help inform you. I would also recommend talking to an expert who will give it to you straight.
Lightning off: You can now make the Lightning Experience the only interface for your users. No more classic. If you’re game.
Keyboard shortcuts: Users can now interact with records using their keyboard. I recommend issuing out some communications after Summer 17 goes live to your users to instruct them on the useful shortcuts.
To view the available keyboard shortcuts, press:
Lightning Console Apps: The beta Lightning Console is now generally available. If your users prefer to have access to multiple records at a time, then this is feature that you can easily turn on and make available for your users. (Think Service Console for Lightning.)
Field History in Lightning: This is one of those features that was missing from the get go that made little sense to the average admin punter. Now you can add the related list to your Lightning pages that shows you the Field History on your records.
Lead Account Matching: Account matching when converting Leads is being improved so that it is in line with how it works in Classic. You will be able to have multiple matches and even match against person accounts.
New Contact Record: Now when you create a Contact from an Account record you will inherit the phone numbers and address from the Account.
Lightning Dialer: Lightning Voice has been renamed Lightning Dialer. This is the integrated way to make calls from Salesforce through your telephony system. The dialer now supports a call list so users can add records to the call list that the dialer will queue up automatically.
Classic Email Templates in Lightning: Classic templates can now be accessed from the Lightning Send Email Activity. This is good.
Lightning Email Composer: Compose messages in a new pop out editor that allows you to edit the email whilst continuing to use Salesforce. Your email signature will now be added into the editor so you can see the whole message as your recipient will receive it.
Kanban by Owner: Group the Kanban view by owner. This is a good way to view the workload of your teams and allows your to change the owner with a simple drag and drop.
Duplicate checking between Contacts and Leads: check for duplicates with the new standard rules that check for the same record that may exist already as a Lead or Contact.
Surface Duplicates across objects: create duplicate rules that check for duplicate records between two objects.
Dashboard filters: Add filters to your dashboards from Lightning Experience.
Combination Charts: plot two sets of data on the one chart within a Dashboard. Nice one!
Create Report and Dashboard folders in Lightning Experience: Another one of those “I can’t believe I have to go back to Classic for this…”
Customise the Files Details Page: create custom fields, pages, buttons for files. This takes files to the next level and becomes a viable option as a light document management system in Salesforce.
Drag and Drop Files: drag files onto a record to quickly upload it to Salesforce.
Validation Rules on Files: collect quality information on your files when your users upload them to records. A new two step upload process will ensure users follow a naming convention or set the appropriate field for a file.