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Insights to improve your online experiences.

It's somehow that time of year again — the Winter '19 release notes have become available to preview. Which is weird because I'm absolutely certain it was the start of Summer like, a minute ago? Anyway, we thought it'd be pretty helpful to post about some of the most currently talked-about new features for Salesforce users. So, here are 20 new updates to help you deliver even more connected customer experiences and build lasting customer relationships. Let us know which one's your favourite!

1. Learn why your users are switching back to Salesforce Classic

Salesforce know that lots of users still have a hard time switching from Classic to Lightning Experience. But now you can discover exactly why that might be! When they switch back to Salesforce Classic, you can get a little feedback form to pop up for your users, asking them why they're switching back to Classic. You can then use these responses to educate your users about productivity features and to help customise your org. you can also select how often the form appears and in which public Chatter group to store the feedback.



To switch this feature on, navigate yourself to Setup | Onboarding & Assistance. Then turn on the feature under Switch to Salesforce Classic Feedback Form.


2. Insert quick text into your emails with just the click of a button

You can already save time by using predefined text on standard and custom objects, but now you don't even need to use keyboard shortcuts to insert these quick text snippets in your emails. A shiny new button in the email action toolbar helps users insert predefined messages with one click.

 


3. Assign a new owner to multiple leads, cases, or custom objects at the same time

Now you can use the Change Owner page-level button to assign a new owner for up to 200 selected leads, cases, or custom objects! Get to this button in the page-level action menu in a list view, related list in standard table mode, or in Related List Quick Links.

 

To do this, enter the new owner name in the Change Owner pop-up, select Send Email Notification if you need to, and then just click Submit. Bare in mind that you've got to have Edit permission for a selected record to change its owner, though.


4. Quickly find the data you need with list view search

Search the field data in your list views with the new search bar and find the records you need without the fuss.


And if you're really in a rush, you can use the keyboard shortcut g+f to select the search bar. You can also add this search bar to the List View component in Lightning App Builder.


5. Collaborate easier with list view sharing

Say you've got a list view with some really useful filters that you’d love to share with your team, or you've got a list view that you only want some people to be able to access. Well, now you can share your list views with user groups in your Org.

 

Just search through the roles, public groups etc. in your org to find the groups you want to share your list view with. Simple!


6. Close all your tabs with a swift keyboard shortcut

If, like me, you're a serial tab-abuser and usually have an unecessary amount of tabs open while using Lightning console apps, you'll definitely find this one useful. You can now use the Shift+w keyboard shortcut to close all of your unpinned tabs at once. A small change that will do wonders for your workspace clutter.


7. Filter your search results by number range

This is for when it's the numbers that really matter. Thanks to Winter '19, you'll be able to use filters to frame your search results by umber range. This means you can focus on opportunities that fall within a certain amount or probability range, and you can also filter files by size!


With this, you can use these number range filters to create a list of hot opportunities to follow up on, for instance. Just head on over to the search results page and click Opportunities in the sidebar to see the available filters. Then, enter your target range and click the little magnifying glass.

8. Keep field history tracking data for 18 months

Salesforce guarantees to retain your field history data for up to 18 months. To make sure there's high availability of data, and to accommodate the fast-growing data needs of their customers, they haven't enforced the 18-month retention policy — that is, until now.

Come the Winter’19 release, Salesforce will no longer retain field history beyond 18 months. If you really need to retain field history for longer, however, you can purchase the Field Audit Trail add-on. This new policy applies to all orgs created after June 2011 who have not purchased the Field Audit Trail add-on, apparently.


9. Einstein Forecasting: Optimise your forecasting model with custom fields (beta)

AI just keeps getting better! Einstein now uses your custom opportunity fields to give you more accurate forecast predictions. Say you've got opportunity fields that aren’t relevant to closing deals. Well, a new setup wizard helps you ignore those specific custom opportunity fields.


Einstein will only use the fields that affect your sales forecast, so custom fields that don’t impact forecast predictions won't be used in your forecasting model. However, if you've got custom fields that aren’t quite relevant to forecasting but can affect your sales forecast, you can exclude them from the forecasting model. This update is available to sales managers with the Sales Cloud Einstein license.


10. See the impact of your emails with new email tracking

Get a full view of all your email activity and customer engagement with email tracking, which helps your sales reps see how their emails are impacting your customers. In the activity timeline and the email detail record, they're now able to quickly see if an email isn’t being tracked or when a tracked email was last opened.


Tracking information can be found in the activity timeline. It applies to Lightning Experience in Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions.


11. Record your dialer calls

Sales reps can now record the calls they make with Lightning Dialer, which is handy for when they want to refer back to a call later on. This means they can record important conversations or improve their selling techniques.

 

This change applies to Lightning Experience in Essentials, Professional, Enterprise, Performance, and Unlimited editions.

12. Support your customers on YouTube

Your service agents can now turn your customers' YouTube comments into cases in Salesforce. All you have to do is connect your YouTube channel directly to Service Cloud, track cases, and you'll be able to respond directly to those customers.

  1. You'll need to first add your YouTube accounts to Salesforce in the same way that you add other social networks
  2. Then you'll need to assign agents the user permission you use to give your agents access to your social accounts
  3. Last, you'll need to add YouTube to the social conversations component.

Once you've done this, when one of your YouTube videos gets a comment, your agents can reply directly in Salesforce. Plus, the video and all relevant comments are visible in the social conversations component! And when customers edit or delete their comments, Salesforce updates the social post accordingly. Pretty cool, right?

This change applies to Lightning Experience and Salesforce Classic in Essentials, Professional, Enterprise, and Unlimited Editions.

13. Use Visualforce email templates in Lightning Experience

Email templates save a hell of a lot of time, and now you can use Visualforce email templates in Lightning Experience! Users are just a few clicks away from inserting text, field data, and email attachments into the case email publisher. This change applies to Lightning Experience in Professional, Essentials, Enterprise, Performance, Unlimited, and Developer editions.


14. Get better search results by mapping case fields to data categories

You can now make suggested articles and Knowledge component searches more relevant than ever when solving cases in Lightning Knowledge. It's similar to Salesforce Classic; you can map case fields to certain data categories, so the Knowledge component is automatically filtered to show the relevant articles.

Here's how to set up category mapping:

  1. Go to Setup | Feature Settings | Service | Knowledge | Data Cataogery Mappings
  2. In the Case Field column, use the dropdown list to add a field.
  3. In the Data Category Group column, use the dropdown list to map the information from the lookup field to a data category
  4. In the Default Data Category column, use the dropdown list to assign a data category when the field value doesn't match any categories from the category group
  5. When you've done all that, click on the Add button. 

 


This applies to Lightning Knowledge in Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions with Service Cloud. Salesforce Knowledge is available in Professional, Enterprise, and Performance editions as an add-on.


15. Route work to agents using both queues and skills simultaneously in the same org

Now you can try Omni-Channel skills-based routing in your org, all while keeping the queue-based routing that you already know and love. It's the best of both worlds, really. Omni-Channel lets you route work items to agents in the way that makes the most sense for your organisation. You could route some work items by skills, and then route other work items by queues. It's totally flexible to you.

To enable this feature, head on over to Setup | Feature Settings | Service | Omni-Channel | Routing Configurations. Then set up queue-based routing, as shown in the following screenshot from Salesforce: 


This change applies to Lightning Experience and Salesforce Classic in Professional, Enterprise, Performance, Unlimited, and Developer editions with the Service Cloud.


16. Save your Chatter posts as drafts

Now you won't be kicking yourself (or your computer) if you lose all your work in the middle of writing a Chatter post. After the Winter’19 release, you'll be able to draft posts with a new option that automatically saves all your unpublished posts.

 

If you like the sound of this, make sure to enable Allow draft posts under Chatter settings. This feature is available in Lightning Experience in Contact Manager, Group, Essentials, Professional, Enterprise, Performance, Unlimited, and Developer edition

17. Choose the currency for a report

You might have some international clients, so you might want to review the financial data in other currencies. Lightning report builder helps users set the currency on a report, so you can be more accommodating to those international clients.

 

This feature is available in Lightning Experience in Group, Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions.

18. Use joined reports as source reports for your dashboard components

With a joined report as its source report, a dashboard component can contain data from multiple standards or custom report types. Or, you can provide multiple views of the same object. To use a joined report as a source report, it must have a chart. To add a chart to your joined report, edit it with the Lightning Experience report builder or edit it in Salesforce Classic. 

 

This change applies to Lightning Experience in Professional, Enterprise, Performance, Unlimited, and Developer editions.

19. Smarter subscribe options for reports and dashboards

Reports and dashboard subscribe options just got a little smarter. When you share a report or dashboard, you won't have to remember whether the recipient has the right access or now. Salesforce will figure that out for you and only show you a validated list of users. If you want to share something with a colleague but she doesn't have permissions, you won't see her as an option on the list of potential recipients.


This change applies to Lightning Experience in Group, Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions.


20. Share folders using public links

You can now share out multiple files easily by creating public links to your folders. This feature is available in Lightning communities, accessed through Lightning Experience, and is available in Essentials, Enterprise, Performance, Unlimited, and Developer editions.

Note from Salesforce:

While this is all very exciting, bare in mind that this release is in preview. Features described here don’t become generally available until the latest general availability date that Salesforce announces for this release. Before then, and where features are noted as beta, pilot, or developer preview, Salesforce can’t guarantee general availability within any particular time frame or at all. Make your purchase decisions only on the basis of generally available products and features — forward-looking statement and all that jazz.

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References: The Winter '19 Salesforce release notes and Automation Champion's Release Quick Summary

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