Salesforce Release paper Spring '23

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Spring

‘23

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Spring ‘23

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Introduction

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Service Cloud

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Field Service

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Experience Cloud

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Manufacturing

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Platform

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Data & Analytics

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Revenue cloud & CPQ

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Sales Cloud

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Marketing Cloud Account Engagement (Pardot)

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B2B Commerce

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MuleSoft

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About Nextview

Dear Trailblazer, Here it is! The Spring ‘23 Salesforce Release paper. We are starting a new year filled with amazing opportunity and challenges. Also we are proudly ranked as a Global Top 50 Salesforce partner.

Nextview is the leading dedicated Salesforce Consulting firm in Europe. Nextview supports organizations with digital transformation journeys. It enables clients to successfully adopt Salesforce, the world’s No. 1 Customer Relationship Management (CRM) platform. Nextview is the one-stop-shop for Salesforce expertise, Business Consulting, and Service Design, supporting clients from strategy to execution.

Nextview is often the chosen alternative over the larger system integrators. On the Salesforce Appexchange Nextview belongs to the best-ranked consulting partners with over 800 individual certifications and various expert statuses for Industries and Salesforce Clouds.

On top of that we are proud to announce that this year Nextview is recognized as "Best in Class" Salesforce industry partner in all of its focus industries by the PAC innovation Radar on Salesforce-related services in Europe.

In this Release Paper, we gathered the most interesting new functionalities and updates from the latest Salesforce releases.

I hope you will enjoy reading it.

Should you have any questions: We are more than happy to help you improve your business. Feel free to contact us for a (virtual) cup of coffee or even for a first remote digital engagement.

Happy trailblazing, On behalf of all your friends at Nextview Consulting,

Huub Waterval CEO Nextview Consulting

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Service Cloud Claudia Groot Service Cloud Consultant

Are you ready to unleash even better service for your customers?

A lot of new features are available with the Salesforce Spring ‘23 release. One of the first features is structured content for Messaging. This will elevate the communication from your service agents towards your customer via Messaging tools.

Next, we will dive deeper into enhanced features of Omni-channel and Swarming which will allow your employees to collaborate better. Say goodbye duplicate cases with Lightning Threading.

And get more out of Knowledge out-of-the-box Knowledge-reports and dashboards for CRM Analytics.

Chapter topics > Enhanced Messaging and Service Cloud Voice features

> Omni-Channel routing and Swarming

> Prevent duplicate cases with Lightning Threading

> Increase your Knowledge > Service Cloud Voice

Service Cloud Enhanced Messaging and Feedback Management Empower quick, effective communication with companies through Messaging. With the Spring ‘23 release it becomes easier for your support agents to send structured content via Messaging tools.

Structured content such as sharing links, questions with predefined options, and appointment scheduler will enhance effective communication towards your customers.

Want to know how your customer feel about all this? Ask them via post-conversation surveys! With Feedback Management you can now send survey invitations to a recipient’s preferred channel (such as SMS, WhatsApp, or Facebook Messaging).

This will boost response rates and improve customer satisfaction.

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Service Cloud Omni-Channel routing and Swarming Salesforce knows that every incoming case is different, and that a different approach is needed to solve each case in the right manner. With the new Omni-Channel routing logic, is it now possible to allow chats or calls to interrupt less pressing work items such as cases, by considering the agent's primary and interruptible capacity. And if the Service Console isn’t open, agents can receive a visual notification when Omni-Channel assigns them a new work item.

When service agents feel the need to collaborate to solve customer issues, Swarming is here to help! Starting a swarm from a record will let your customer service and development and operations (DevOps) team collaborate better. With the Expert Finder, it is easier for agents to find the right expert-help based on skills, which will help you solve your customer issues even quicker!

But that is not all for incident management. To make your communication really effective, it is possible to send mass communications to internal stakeholders and relevant teams with new broadcast types. Save time on Slack by keeping stakeholders up-to-date with broadcast Slack messages, and raise incident awareness for the right teams.

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Service Cloud Prevent duplicate cases with Lightning Threading

Increase your Knowledge

We don’t have to tell you that no one wants to do work twice. Even though the Merge Case functionality would already let your service agents combine cases manually, with Lightning Threading incoming emails are matched with existing cases automatically.

Knowledge is a great way to collect valuable information on your products and services and share this information internally and externally.

This new Email-to-Case threading approach finds corresponding cases by using a combination of token- and header-bases threading, so that a new case isn’t created when a related case exists. This will automatically decrease the workload and will save your service agents time and effort.

With the Spring ‘23 release, you can get insights on how to better serve your customers with the right content at the right time using out-of-the-box Knowledge reports and dashboards for CRM Analytics.

Monitor how your published knowledge articles are performing, which internal articles are candidates for publishing externally, and who your top Knowledge contributors are. This way you can really leverage upon existing knowledge within your organization.

Service Cloud

“Lightning Threading is a new Email-to-Case approach that matches incoming emails to cases using a combination of token- and header-based threading. This way a new case isn’t created when a related case exists.”

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Service Cloud Service Cloud Voice This new feature is one that the service agents of your call center will love!

Based on intelligence signals detected during calls, it is possible to automatically trigger real-time actions in Service Cloud Voice.

On top of helping your agents with actions such as suggesting recommendations and showing scripts, it will also reduce your agenda handling time.

For example, when a customer says they want to cancel their subscription, why not try to retain the customer by offering a discount? When such a signal is detected, Service Cloud Voice initiates the associated Next Best Action to the service agent to offer a 20% discount.

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Field Service Jefrey Schmidt Sr. Field Service Consultant

Spring ‘23 is around the corner and that brings a few interesting enhancements to the Field Service scheduling and mobile app area.

The Appointment Assistant is now more streamlined where customers can add relevant information and engineers are updated on the go. The mobile app has some nice enhancements that are worth mentioning as well! Plus, easily update on the migration of certain Maintenance Plans fields to Maintenance Work Rules.

Chapter topics > Streamlined Appointment Assistant

> Work more efficiently on mobile

> Maintenance Work Rules

Field Service Streamlined Appointment Assistant With Appointment Assistant you can track your customers’ service experience from the moment they contact you until the moment the engineer arrives. Customers can schedule and reschedule their appointments, but now they can do this as well when the engineer is on the way.

Appointment Assistant can then notify the engineer of the change to the schedule. It is also possible to let customers edit their address when they confirm the upcoming appointment.

To enable this, change the settings in the Self-Service Scheduling and Real-Time Location component. The notifications can be set in the Self-Service Scheduling Custom Notification flow.

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Field Service Work more efficiently on mobile You can now shift easily between apps with Field Service mobile on iPad. Engineers who use multiple applications to complete jobs, can now see two apps at the same time using the split-screen functionality. The navigation bar is now on the left side for improved ergonomics and an optimized workspace.

Here is an example of how the split-view looks with Field Service mobile and Google Maps.

The Field Service mobile app for Android and iOS now includes a feature that simplifies the overview in the Inventory tab by filtering out unavailable inventory items.

This eliminates the need for guesswork and saves time. By default, unavailable inventory is not included in search results, but users can easily view all inventory by selecting the "Include Out of Stock" option.

Field Service

“This release we have a lot of updates to make the life of the customer, engineer and asset manager easier. I would like to highlight the Appointment Assistant, the Field Service mobile app and share a gentle reminder about the migration of Maintenance Plan frequency fields.”

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Field Service Maintenance Work Rules The Frequency and Frequency Type fields in the Maintenance Plan started phasing out since Summer '22. To take advantage of updated features and avoid disruptions in work order generation, users are encouraged to migrate their frequency and frequency type data to maintenance work rules.

The change is made to improve the functionality provided by the frequency fields, and to provide exclusive access to features such as auto-populated addresses on maintenance work orders.

To know the major release upgrade date for your instance, check the Trust Status, search for your instance, and click the maintenance tab. Migration should be completed before Jan '24 to avoid any impact on work order generation.

To update impacted maintenance plans, select a plan that currently utilizes the frequency fields but not maintenance work rules. Change the selected plan to use maintenance work rules instead, then click on "Enable Test Run" button.

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Experience Cloud Mieszko Rożej Salesforce Consultant

This Spring ‘23 release is focused on making work easier for all!

Search for visitors with ease. Enjoy improved functionality and increased developer productivity for enhanced site performance.

Chapter topics > CRM Records Search for Visitors (Beta)

> Retirement of Hide Personal Ashley Bannon Salesforce Consultant

Information

> Developer Productivity Enhanced

Experience Cloud CRM Records Search for Visitors (Beta) Everyone likes search functionalities.

It’s hard to go through long lists on your own. This new beta functionality allows site visitors to search through CRM Records. Any kind of record apart from files and knowledge is searchable.

It applies for sites built with LWR. Results may be filtered and sorted on a desktop view. To use that feature just set up a standard search page, and add the Results Layout component to it.

From the Results Source field, select CRM, and then choose which objects to include in search. Then publish the site and enjoy your CRM search.

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Experience Cloud Retirement of Hide Personal Information Some of the information may be considered sensitive. Up to this point they were hidden using “Hide Personal Information” which is being retired. But it doesn’t mean that sensitive data will be visible to everyone. Just make sure that Enhanced Personal Information Management is enabled for your organization.

How? From Setup, in the Quick Find box, enter User Management Settings, and then enable “Enhanced Personal Information Management”.

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Experience Cloud

“Visitors to your site can now search CMS content published from your enhanced CMS workspaces.”

“Use Enhanced Personal Information Management instead of the now retired Hide Personal Information setting to secure personally identifiable information fields.”

“Development was made more productive with enhanced troubleshooting, new metadata types, and custom property editors and types.”

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Experience Cloud Developer Productivity Enhanced From troubleshooting to new metadata types, the development side of Experience cloud has been improved.

With new, clearer error messages, identifying issues when deploying with ExperienceBundle is quicker - messages include details on the location of the issue and steps that can be taken to resolve them.

The new metadata types have been upgraded from the beta version and are now generally available to everyone, which includes source tracking to make it possible to automatically track changes within the site and has text-based representation of different site elements to be more content focused. Additionally, developers can create custom property editors and types to give site builders an easier time when configuring components within LWR sites.

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Manufacturing Paul van Alst

Domain Lead Marketing & Sales in Manufacturing

The Spring ‘23 release offers some incredible fine tuning and optimizations within existing items. Marketing, Sales and Service features are getting more and more refined, helping users and customers alike.

Chapter topics > Marketing & Sales > Service

Mille Bonekamp

Domain Lead (Field) Service in Manufacturing

Dico Timmerman Industry Lead Manufacturing

Salesforce Manufacturing Award

Manufacturing Marketing & Sales It’s all about enhancements this time With the new release, users will be able to see details with the metrics from two decimals to five decimals. Another helpful feature is the possibility to give the permission to Mass Update the Sales Agreements. This will help to keep the data quality in place.

And last but not least, some of the quite common functionality we know from Sales Cloud are embedded to the Manufacturing Cloud such as creation of actionable lists and connections with REST API’s.

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Manufacturing

“In Spring ’23 the usability has gotten some great improvements. Additionally we get more security and faster work flows.”

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Manufacturing Service It is now possible to verify a customer’s identity during Messaging Sessions. This means verification is possible via in-app conversations, web-chat and even WhatsApp, ensuring you are talking to authorised people.

Additionally the Action Launcher has gotten some great updates. It can now provide up to 10 frequently used actions with flows, OmniScript or quick actions.

Customise processes for the object your employees are working on and let them search for the right action to start.

These additions to the Action Launcher make solving customer requests even easier and faster!

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Platform Robert Knipp

Practice Manager Platform

In the Spring ‘23 Release, Salesforce continues to enhance Flows with further functionality and drive migration from process builder to flows. The DevOps Center, GA since December 22, is further enhanced and also some very interesting Lightning App Builder functions have been added to this Release.

Chapter topics > DevOps Center > Custom Address Fields > Migrate to Flow for Process Builder > Dynamic Activity Composer > Pinned Right Sidebar Lightning Page Template

> Dynamic Forms for Leads and Cases > Dynamic Actions for Standard Objects (GA)

> Apex Run Code in User-Mode > LWC - Barcode Scanner

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Platform DevOps Center The Salesforce DevOps Center is a long awaited feature. It makes collaboration on Salesforce features for programmers, administrators and consultants much easier and it supports source control, in contrast to Change Sets, the previously only native deployment feature.

Fully Release cycles can now be managed with Salesforce objects such as User Stories, Project and Releases through the Salesforce user interface.

Pro-codes were already familiar with using version control systems from a command line, now Salesforce offers the same functionality for other user groups as well.

Overall the development process is supposed to be faster, more reliable and more productive.

Salesforce DevOps Center is a managed package, the content is not tied to the regular Salesforce Release cycle.

The development pipeline can be orchestrated from the Salesforce DevOps Center App:

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Platform

“Salesforce Spring ‘23 Release improves the DevOps Center and brings a lot of user interface and developer goodies!”

Platform Custom Address Fields Custom Address Fields are very valuable in situations where a use case requires either more than two address fields on an Account or Contact record in Salesforce or at least one address on any other standard or custom object.

Previously, separate custom fields had to be created for street, postal code, city, country etc. Now a new custom combined field even including the google address completion is available.

It comes with some considerations, for example state and country picklists need to be enabled in order to use this feature.

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Platform Migrate to Flow for Process Builder

Dynamic Activity Composer

The updated Migrate to Flow tool is found in setup / process automation. It can help your transition to Flow Builder for record triggered processes.

Processes containing scheduled actions, custom metadata types, and field traversals aren’t supported. In addition to workflow rules, you can now use the Migrate to Flow tool to convert Process Builder processes into flows. After the conversion flows need to be tested in the Flow Builder as processes with recursions are not fully supported.

The dynamic activity composer gives Salesforce users a reduced, modern layout for the creation of activities at the click of a button. It also offers more choices than the tabbed activity composer. It can be turned off through the page setup so that users can still use the previous non-tabbed activity composer.

Platform Pinned Right Sidebar Lightning Page Template The new Pinned Right Sidebar (3 regions) template allows the creation of lightning record pages that show important information on the right sidebar. This can include record details such as customer details or related records. This allows users to access important information when dealing with clients without having to switch records tabs.

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Platform Dynamic Forms for Leads and Cases Leads and Cases lightning pages can now be created or converted with dynamic forms. That allows to break up the record pages and specify for each field where and how it should be displayed to the users. The lightning record page conversion can be automated, during the conversion process fields and sections can be converted to an Accordion component to improve page performance.

This is an interesting update to Salesforce because it allows Administrators to use the same page layouts for different user groups and limit field visibility per field with visibility filters and thus potentially reduce the number of page layouts and record types.

Dynamic Actions for Standard Objects (GA) Lightning record pages can now be enhanced with dynamic actions.

Dynamic actions for all standard and custom objects are GA for desktop now.

Assign actions in the Lightning App Builder instead of the page layout, and apply filters to control when and where actions appear for users.

This feature allows Administrators to limit access to certain actions on user permissions or even on record details.

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Platform Apex Run Code in User-Mode

LWC Barcode Scanner

As a security enhancement for Apex database operations user-mode was introduced in Summer 22 as beta and is now GA. You can specify user mode access for read and write operations.

Field-level security (FLS) and object permissions of the running user are respected in user mode and sharing rules are applied. In system mode, the class sharing keywords control the sharing rules.

The new Lightning Web Component lightning-barcode-scanner allows native barcode scanning with a LWC on a mobile device. That’s great news for developers because it means they no longer have to deal with third-party javascript code. The component can be configured to only scan certain barcode types.

Database read in user mode:

List<Case> cases = [SELECT Id FROM Case WITH USER_MODE];

Database write in user mode:

Opportunity opp = new Opportunity(Stage=Proposal'); insert as user opp;

Programmers will like this new feature because it allows more secure programming and testing with user permissions.

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Data & Analytics Gert Jan Loonstra Data & Analytics Consultant

Christoph Eckart Sales Cloud Consultant

Some nice features will be introduced in the Salesforce Analytics products. Personalize standard reports for each user. Navigate CRM Analytics faster with single-click drilling. Discover new possibilities with Genie and seamless integration to Tableau and Snowflake. Continue reading to learn more.

Chapter topics > Reports and Dashboards > CRM Analytics > Einstein Discovery

Micaela Barkmann

Analytics & AI Consultant

Joeri Matthijssen Data & Analytics Consultant

> Revenue Intelligence > Tableau > Snowflake

Daan Elshout Data & Analytics Consultant

Ralph Knoops Data & Analytics Consultant

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Data & Analytics Reports and Dashboards: Create Personalized Report Filters Make use of single dynamic report filters that display personalized results for each user. Create for example: a personalized sales report that only shows relevant data due to filtering on opportunity owners. To set up single dynamic report filters: create a report, or edit an existing one.

Then add filters on the user field, such as opportunity owner or created by.

Select the relative value option for the filter and change the filter value to the assigned user. When you're done, make the report available to the sales team.

The feature allows sales team members to only see their opportunities, rather than shifting to a large amount of less relevant data. It can improve efficiency and help focus on specific opportunities, which can lead to better performance and increased revenue.

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Data & Analytics Reports and Dashboards: Enhance Lightning Dashboards (Beta) Explain charts, describe metrics and KPIs, and clarify tables with rich text right in context on your dashboards.

There is also the possibility to add company logos and branding, flow diagrams and embedded images. Guide users through their data with section titles, narrative text and even animated GIFs.

It allows users to better understand and interpret their data by providing explanations, metrics and KPIs in context with the data. It also provides a more personalized and visual presentation with the use of branding and company logos.

Overall, this feature can help users improve their communication and make better informed decisions due to a better understanding of the data.

However, this feature is currently in beta, to try and enable this feature users should contact Salesforce Support.

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Data & Analytics CRM Analytics: Building applications Drilling down through data hierarchies to get to the lowest level of detail (grain) is common practice for dashboard users to find concrete examples (use cases) of certain data trends.

With single click interaction it is now possible to move from page to page within dashboards. It will guide users from a bar chart (1) to a referenced widget that contains lower grain data (2). The feature is now generally available (GA).

These data hierarchy drills can also be relevant when using parent-child relationships between objects.

Salesforce-native functionality to create those relationships is now embedded as a standard for new dashboards.

In the past, object relationships were not automatically recognized or had to be rebuilt in data-prep functionality such as a recipe. This means that for instance opportunities related to an account can be tracked in CRM-Analytics with only a few clicks, no-code guaranteed.

For code-lovers, CRM-Analytics is also the place to be. Let’s say there is a direct connection to a cloud-based data warehouse in Snowflake on which some extensive (not out of the box) calculations are run.

The way to go used to be to enable Analytics Direct Data for external sources in Setup. Now, simply create a lens on your Snowflake live dataset and from the section where measures are selected, look for the button ‘Add Formula’.

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Data & Analytics CRM Analytics: it’s for everyone CRM Analytics is fully embedded within the Salesforce environment, but it can sometimes be difficult to move back and forth between standard Salesforce dashboards and your more extensive CRM Analytics dashboards; some will not even spot the difference.

In CRM Analytics, the standard Salesforce reports and dashboards can now be added to Collections to create more order while browsing. Another added feature on Collections is that they can be pinned or hidden with a single click. It can be used for homepages of colleagues using Salesforce with the Manage Analytics user permission.

The dashboards in your Collections you would like to share with colleagues can be done by simply copying the url to your Slack channels. A new feature is added for this when the CRM Analytics for Slack App is installed. When the dashboard link is shared in Slack, the recipient is directly offered some options on how to proceed with the link.

Automatically, your post will show more than just the url copied. For instance, the recipient can click on View Details, or Open directly in Salesforce. The only thing needed is the CRM Analytics for Slack App, to which your recipients are directly invited to install once such a CRM Analytics link is shared.

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Data & Analytics Einstein Discovery: Predictions more user-friendly as ever before!

Simple and plain but still a striking improvement in user experience: the Einstein Prediction component has a new layout. The predicted value is now larger and faster to see, as well as the top-predictors and suggested improvements are more easily presented.

The previous version (1) of the Einstein Predictions component is automatically updated to the new version (2).

Speaking of improving the user experience in using Einstein Discovery products, the predictor texts for Einstein Predictions can now also be customized manually! Previously, only the texts for suggested improvements and top predictors could be customized, but with the new update, the predictor texts can be customized as well.

This allows limiting the room for interpretation of Einstein's results on the one hand, and on the other hand users will experience a more clearly formulated prediction.

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Data & Analytics Einstein Discovery: More specific insights Einstein Discovery now allows users to measure the quality of their model for each value group within a variable. This feature, now generally available, provides a decimal score (where 1 is perfect accuracy) for each value group, allowing users to compare performance across different values.

Einstein Discovery: Connector to Google BigQuery Data The feature also provides detailed comparison of the values by performance and row count, which can be accessed in the Model Settings by selecting a variable in the table.

Einstein Discovery allows users to connect their deployed models to live, external data stored in Google BigQuery. Google BigQuery is a cloud-based data warehouse that enables fast SQL queries using the processing power of Google's infrastructure.

By connecting to BigQuery, users can enhance their predictions by incorporating live data from outside of Salesforce, such as market intelligence or advertising history, without the need to move or maintain the data across different systems.

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Data & Analytics Revenue Intelligence Revenue Intelligence now includes Einstein Discovery models. Account Discovery can be used to predict potential account growth and identify which accounts need attention.

The Revenue Insights dashboard receives predictions and recommendations from Einstein Discovery models to maximize Deal Size, increase Close Rates and reduce Time to Close.

Revenue Intelligence: Account Discovery Accounts store a wealth of information about the customers and people you do business with. But do you know which of your accounts have potential for further business or which accounts are not performing well and need your attention?

Account Discovery now offers you the possibility to get all important data about your accounts on a high level in order to make business-relevant decisions.

The underlying Einstein Discovery Model provides the answers so you know which accounts are healthy (1) and which accounts have potential for growth (2).

Data & Analytics

“Revenue Intelligence provides predictions and recommendations based on the now included Einstein Discovery models.”

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Data & Analytics Revenue Intelligence: Maximize Deal Size and Win Rate, and reduce Time to Close With Einstein Discovery models, you now get key insights directly in the Revenue Insights dashboard. Einstein Discovery uses machine learning to create predictive models. These model predictions can be used to show the activities that drive both positive and negative outcomes.

The Revenue Insights dashboard presents these insights in a simple, easy-to-understand visual form. You can see predictions for Deal Size, Win Rate and Time to Close.

The new Einstein Discovery models can be seen on the Sales Performance tab in the Revenue Insights app. There, click on the Einstein Discovery icon to open the insights (1). Einstein Discovery shows positive factors with green arrows pointing up (2) and adverse factors with red arrows pointing down (3).

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Data & Analytics Tableau: it connects to Genie Salesforce Genie Customer Data Cloud, powered by Tableau, is the fastest and most scalable way to unlock customer data and help deliver actionable, real-time insights. Now powered by Tableau, Genie brings that trusted, up-to-the-moment customer data to life by layering on visual, explorable, and actionable analytics and insights.

With Genie, Salesforce data is now natively available in Tableau, providing the most valuable data to help everyone across the organization unlock customer data and make better, faster decisions.

Powered by Tableau, Genie takes the complexity out of building a real-time customer data platform, so you can more easily visualize, automate, explore and act on your data—from any source—and track the KPIs that matter most to the business.

Think of Tableau as your data visualization and business intelligence layer on top of Genie—allowing you to see, understand, and act on your live customer data.

These features cover functionality for enterprise customer data in five key categories: Connect, Harmonize, Unify, Analyze and Predict, and Act.

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Data & Analytics Snowflake: it connects to Salesforce Genie Because Genie is announced as Salesforce's greatest innovation in the company’s history, let's have a look how Snowflake fits into this picture. To start with, Salesforce expands their strategic partnership with Snowflake as it comes to Genie. This will help customers to help them maximize their data investments.

Like Genie is powered by Tableau by delivering actionable and real-time insights, Snowflake will be the Enterprise Data Platform powering Genie feeding real-time data.

Genie can directly access data stored in Snowflake (and vice-versa) without moving or duplicating data. This is also referred to as a zero-data copy architecture.

The new data sharing capabilities will allow Genie customers to build segments and surface insights on data from Snowflake as if it lived natively in the Genie. It also works in reverse, enabling a data analyst in Snowflake to write queries that join native Snowflake data with Salesforce Genie data, without having to copy or move the data to Snowflake first.

The investment by both companies with the out of the box, realtime and secure integration between Salesforce Genie and Snowflake confirms Snowflake being a great tool of choice as a Cloud Data Platform leveraging Enterprise Data into the Salesforce Platform.

With Snowflake being a highly scalable and secure data platform for efficient data storage, processing and analysis, and Salesforce being the Number #1 CRM platform, this combination will allow organizations to deliver intelligent, memorable experiences based on a single source of truth for each and every customer.

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Revenue cloud & CPQ Heleen Jansen Schoonhoven Managing Consultant

With the new Salesforce spring ‘22 release, Revenue cloud has received some mayor improvements for subscription management (self-service), resulting in more flexibility for customers and sales reps.

Chapter topics > Self Service optimisation Subscription Management

> Restriction on Asset Relationship to preserve data integrity

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Revenue cloud & CPQ Self Service optimisation Subscription Management The next release supporting the Salesforce Enterprise, Unlimited and Developer editions with the main area on subscription management for Revenue Cloud, the option to decrease subscriptions, downsize quote lines quantities and increase the lines per transaction on the self-service channels will improve the experience of self-service subscriptions changes.

Restriction on Asset Relationship to preserve data integrity Currently you can have up to 100 lines in a single transaction. Ending a subscription can be done for future dates. Current pricing model is monthly, evergreen monthly or one-time.

Allowing the users to add adjustment in decreasing quantities or cancellation are all accessible to the self-service platform, an advantage for the customer to maintain their own subscriptions, which could save the sales rep a lot on maintenance.

To be sure the changes are tracked for the object Field History is active on Quotes and Quote Line Items

The CPQ change will be relevant for the administrators that have implemented Asset Lifecycle Management, this removes CRUD access for the Asset Relationship, for prevention of changes in the asset relationships for lifecycle-managed assets in CPQ Plus and Salesforce Billing to preserve data integrity. learn more

Revenue cloud & CPQ

“The focus on subscription management connected to the self-service platform empowers customers to control their usage and build on further trust in the customer relationship.”

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Sales Cloud Magdalena Batko Salesforce Business Analyst

The Salesforce Spring ‘23 release is adding a lot of extra power to Sales Cloud. Breaking up Record details, getting guidance when adding leads, a modern forecast page and a lot more.

Chapter topics > Sales Productivity > Collaborative Forecast > Core Sales feature

Petr Hyka Sales Practice Manager CEE

> Inbox / Email experience > Activities > Sales engagement > Other Changes

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Sales Cloud Sales Productivity The new Salesforce Spring ‘23 release adds functionality to break up Records Details in Leads.

Dynamic Forms to create flexible record pages for leads, without having to work in the page layout editor.

Using the Lightning App Builder you can add field sections and individual fields. Configure the sections and fields like other components on the page, using visibility rules to show users only what they need when they need it.

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Sales Cloud Sales Productivity You now also can import Contacts and Leads with a Guided Experience with functions such as: ●

● ● ●

Give sales reps access to a guided process to import contacts and leads using a sample CSV file and a simple data-mapping interface Only used for small data imports Users need permission to import data This change applies to Lightning Experience in Professional and Enterprise editions with the Sales Cloud

Another great future is the ability to track field history for activities. You are able to see a list of changes to events and tasks after you turn on field history tracking in the Object Manager.

You are able to do this up to 6 fields.

You can add the Activity Record History component to the lightning pages.

Sales Cloud Collaborative Forecast The forecast page has been updated to give us a modern experience. Some that you might like are: ● ● ● ●

Custom Forecast Pages Tracking Forecast by Custom Date Custom Field Forecasts & Modern Forecast Page

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Sales Cloud Core Sales Feature Building (and adjusting) custom forecast pages that work for your business has never been more easy.

When Collaborative Forecasts is enabled, a default page is in place to get you started. You can design multiple forecasts pages and choose which pages to activate and assign. To view and edit a forecasts page, open the page from the Forecasts menu.

Then, select Edit Page from the Setup menu.

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Sales Cloud Core Sales Feature Building (and adjusting) custom forecast pages that work for your business has never been more easy.

When Collaborative Forecasts is enabled, a default page is in place to get you started. You can design multiple forecasts pages and choose which pages to activate and assign. To view and edit a forecasts page, open the page from the Forecasts menu.

Then, select Edit Page from the Setup menu.

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Sales Cloud Inbox / Email experience The new Spring ‘23 release allows your customers to pick their own preferred meeting times. Just include a link to their Outlook or Gmail calendar and a lot of going back-and-forth is avoided.

This change applies to Lightning Experience in Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions with Salesforce Inbox and Enhanced Email.

Users with the Use Inbox user permission, available with a High-Velocity Sales, Sales Cloud Einstein, or Inbox license, can use this feature.

Creating the email with this functionality couldn’t be easier, just click the “Add Scheduling Link” button.

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Sales Cloud Activities The dynamic activity composer gives reps activities at the click of a button and offers more choices than the tabbed activity composer.

In the Email dropdown, if a user has more than one email address, they can choose from up to three addresses to send the email.

In the Log a Call dropdown, users can choose from multiple phone numbers.

Admins can add custom actions to customize the menu.

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Sales Cloud Sales Engagement A lot of new features have been added to Sales Engagement. Some functions you might like are: ●

Wait Steps Respect the Skip Weekends Setting

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Quick Cadences - Sales reps can create their own templates

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Targets can be assigned to multiple cadences

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Leads can be automatically assigned to Cadences

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User can automate their repetitive tasks with simple if-this-then-that logic

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Sales Cloud Other changes Reading true the Sales Cloud section you can see the incredible amount of new functionalities and updates they made. Here are just a few more new functionalities we missed that you might like: ● ● ● ● ●

Lightning Sync for Google - End of Sales Einstein Activity Capture - more Insights from Events The To Do List is now included in the Utility Bar by default Pipeline Inspection features Account Discovery - Account Health Details

Additionally Salesforce for Outlook gets retired.

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Filip Fríd

Marketing Cloud Account Engagement (Pardot)

Pardot Specialist /Consultant

It’s almost here. The Spring '23 release is knocking on the door with some minor improvements. This update is primarily focused more on the back-end side and technical functionalities, which can help ensure that your Pardot (MCAE) instance is running smoothly.

Petr Hyka Sales Practice Manager CEE

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Chapter topics > Improve Efficiency in Your Business Unit with Account Engagement Optimizer (Beta)

> Sending Domain Validation Is Changing

> The Option to Run Automation Rules in Real Time Is Being Retired

> Monitor External Action Errors to Keep Automations Running Smoothly

> Review External Actions Usage

Marketing Cloud Account Engagement (Pardot) Improve Efficiency in Your Business Unit with Account Engagement Optimizer (Beta) Finally, we got it. If you are familiar with Salesforce Optimizer, you can imagine how useful this new feature can be. Especially if you work with your MCAE heavily.

Account Engagement Optimizer provides an Overall view for every business unit you have. Proactive recommendations will help improve email send times, speed up automation processing or visitor tracking. With Health Score and a list of suggested actions, you will have more control over your automation (running jobs), so your org will stay in a good condition.

This new feature is currently coming in Beta and customers with Pardot Advanced/Premium version can enable it directly from the business unit dashboard or by navigating to the Optimizer page in MCAE Settings.

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Marketing Cloud Account Engagement (Pardot) Sending Domain Validation Is Changing

The Option to Run Automation Rules in Real Time Is Being Retired

Sending domain validation now requires proof of ownership. This is a little (one of many), but important change which ensures your sending domain has an excellent reputation.

If your Automation setup heavily relies on real time automation rules, pin back your ears. Real time functionality in Automation rules is scheduled for retirement in ALL MCAE instances in June 2023. If that's your case, review your setup and make changes accordingly.

For each of your sending domain you can find in MCAE unique validation key that just needs to be copied and paste into DNS record in your Domain management tool. Once it is set, MCAE checks your DNS record to confirm that the TXT entry matches that validation key in your business unit.

Monitor External Action Errors to Keep Automations Running Smoothly Another improvement relates to identifying, diagnosing, and fixing errors for any 3rd party app integrations implemented via external actions with MCAE. Because sometimes it is really hard to find out what caused an issue, MCAE comes with an External Action Error monitoring board. There you can see information like automation type, automation name, error message or when an error occurred.

Marketing Cloud Account Engagement (Pardot) Review External Actions Usage Very little, but useful update, which can use customers with Plus, Advanced and Premium versions. In one place (Usage and Limits tab) you can review all 3rd party app usage.

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B2B Commerce Ana Kelly Campos

Senior Salesforce Consultant

The Spring 23’ release brings important improvements for B2B Commerce. One of the highlights is the new B2B Lightning Web Runtime (LWR) store template, which will make it easier for Administrators to set up and customize stores, while improving performance. You can create a wider range of promotions using progressive tiers. Product readiness can be assessed based on predefined rules. And buyers can now benefit from enhanced AI powered search.

Chapter topics > Promotion Tiers and BOGO Deals

> Easier Customization with LWR template

> Ready to sell Xander Kerasavopoulos Salesforce Consultant

> Search AI enhancements

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B2B Commerce Promotion Tiers and BOGO Deals Promotions can now be associated with progressive tiers. For example, tiers can be created for a promotion for a specific product or category so that the higher the value the higher the discount. Qualifying rules can be defined, and you can assign a rank to each tier. The rank will define the order in which the tiers are evaluated, and the highest qualifying tier will be applied.

Another type of discount added is the buy-one-get-one (BOGO), such as buy one shirt and get one with a 50% discount. Qualifier rules and restrictions can be created to, for example, prevent discounting higher value items first.

Easier Customization with LWR template It is now easier to customize store pages, using the new B2B Lightning Web Runtime (LWR) store template.

This template contains a new feature: building blocks. These are smaller, more customizable components.

The B2B LWR store template also comes with a modular checkout component, so you can create a checkout process by simply dragging and dropping subcomponents to it.

The user experience will improve too when using the new B2B LWR store template, as orders can be processed asynchronously. This means better performance and responsiveness of the store.

B2B Commerce

“The Spring 23’ release expands B2B commerce functionalities to make it easier to customize stores. Not only that, store responsiveness will also improve with the use of the new B2B LWC store template, making the user experience even better.”

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B2B Commerce Ready to sell

Search AI enhancements

For improving the shopping experience of customers you can now utilize Product Readiness. Run readiness on a catalog to find the products that are not yet ready to sell and are currently missing important information, based on a set of default or personally customized rules.

AI-powered search makes use of natural language processing to return relevant results for synonyms, typos and more. By matching terms that meet the intent of the customer, AI powered search makes it easier to find the information your customer is looking for.

Product Readiness can identify products that are difficult for a customer to understand and help make them ready to sell.

Instead of always needing to use a Full Reindex, Partial Reindexing has been introduced to enable a quick rebuild of the search index. Make use of Partial Reindexing when updating products, catalogs, assignment categories or entitlements.

Lastly, B2B Commerce customers can now find specific products based on the stock-keeping unit(SKU). Previously, this field was only queried when the search term would start with ‘SKU:’. This is no longer necessary as AI can interpret the terms being used. If a SKU is identified by the AI it will automatically query the SKU field in addition to Product Name and Product Code.

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MuleSoft Sjoerd Santegoets Solution Architect

MuleSoft is the Integration and API Platform from Salesforce. While already being recognized as the only integrated solution for API management and Enterprise Integration, MuleSoft is continuously investing in further improving their solutions.

On top of that MuleSoft has announced the introduction of MuleSoft Direct for Industry Clouds: a new connectivity solution to jumpstart industry modernization.

Chapter topics > MuleSoft Direct for Industry Clouds

> Connectors > Overall improvements

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MuleSoft MuleSoft Direct for Industry Clouds Salesforce and MuleSoft now offer a new connectivity solution that accelerates project delivery and innovation for specific industries, called MuleSoft Direct for Industry Clouds.

This includes packaged integration use cases that can be enabled across MuleSoft and Salesforce Industry Clouds with clicks. These packaged use cases radically accelerate the process of implementing important workflows, while also enabling the specificity of customization that customers require.

Current use cases include functionality within Communications and Energy & Utilities, like ensuring addresses and services are valid during quoting and ordering, new orders to order management systems are submitted, and billing processes are streamlined.

MuleSoft Direct solutions will expand to Health Cloud and Financial Services Cloud early 2023.

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MuleSoft

“The latest innovations with MuleSoft Direct is a significant step in getting industry cloud customers implemented and successful on Salesforce faster. We’re pre-building and packaging up the most pressing connectivity use cases for industries to help customers accelerate their time to value.”

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MuleSoft Connectors As always MuleSoft is releasing new and improved connectors to help fast track system integration for both devs and business teams. In this release one of the main new connectors is the Azure Key Vault connector. Azure Key Vault is a cloud service for storing and accessing secrets in a centralized location which is heavily used across organizations for infrastructure security.

A secret is anything that you want to more securely control access to: passwords, API keys, tokens, certificates, or cryptographic keys.

The connector lets you incorporate Azure Key Vault in your Mule apps enhancing the security & compliance as well as the encryption.

MuleSoft Overall Improvements Next to these introductions, MuleSoft keeps enhancing the existing solutions.

Noteworthy enhancements this time include: ●

A new version of MuleSoft’s IDE, MuleSoft Anypoint Studio 7.14, enhancing developer productivity and user experience

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A new version of the Anypoint Flex Gateway with enhanced capabilities for securing and monitoring any API, including APIs that are not developed on MuleSoft.

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“Best in Class” Salesforce Industry Services Partner All our focus industries are positioned “Best in Class” in the same category as big SI’s and global consulting forms. Read More

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#1 Salesforce boutique partner NL and top 50 globally

Salesforce Overall Certified Individuals

Total Certifications

158

>800

Expert statuses

Specialist statuses

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Source and more information can be found on the Appexchange Salesforce

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