Salesforce Spring 2022 Release Notes

At Trigg, we’re pretty excited that the Salesforce Spring ‘22 release is upon us. So, let’s take a look at the highlights within Salesforce’s Service Cloud, Sales Cloud and Platform so you can make the most of these new updates right away!

Service Cloud Updates

Service Cloud will be the big focus of this release, namely around improvements in the Voice Channel within Omni-Channel and Omni-Supervisor. These changes occur primarily for users who have either the ‘Service Cloud with Amazon Connect’ or ‘Service Cloud Voice with Partner Telephony.’ Keeping service simple with effortless interactions, here’s what to expect…

Incident Management

The new update will see omnichannel related lists, showing related assets or parent incidents with incident management, as well as the ability to create Milestones and Entitlements. Now, users will be able to use omnichannel to route an incident to an agent or queue, just like with cases, which will save the agents time.

The update will allow us to route calls to suitable agents with Omni-Channel flows. Plus, enhance the supervisor experience by enabling supervisors to listen in on calls, and filtering which queues and skills they see in Omni Supervisor, which’ll grant them access to real-time metrics in Amazon Connect. Supervisors will be able to focus on the proper queues and skills in the ‘Queues Backlog’, ‘Assigned Work’, and ‘Skills Backlog’ tabs.

What’s more, you’ll also be able to manage offline agents from the ‘Omni Supervisor Agents’ tab e.g., seeing agents’ online and offline status durations and assigned work capacity, and also managing their queues and skills.

Einstein Enhancements

We must talk about Einstein because this AI enhancement will soon become the key to the future. With every release, Salesforce’s Einstein engine gets smarter and wiser. Now, you will be able to include up to 10 fields in the Article Recommendations model and calculate the segment count record for Case Classification. 

Bot Builder will be a thing of the past, as we’ll have ‘Conversation Canvas’ – providing a much more user-friendly and intuitive user experience. Moreover, the Einstein Bots get an API upgrade! With the Einstein Bots API Platform, you’ll be able to create a fully functional bot and connect it to any channel, with no user interface required. 

Workforce Engagement

A new scheduling rule limits less desirable shift assignments to keep agents happy. Furthermore, language support will grant the ability to use Setup tools in 17 languages and likewise, 32 languages for analysts, planners and agents using Workforce Engagement.

Now, you can anticipate workload volumes and adjust staffing plans accordingly. Workforce analysts will be able to create intelligent forecasts that predict channel volumes for up to 52 weeks, over the current rule of 12 weeks. This will enable you to develop a call centre budget and hiring plans that help the business meet customer service level agreements. In addition, you will be able to see how many full-time employees (FTEs) are necessary by job profile and when those workers are needed.

As a result, you will now be able to view metrics on the historical adherence dashboard to improve scheduling accuracy. The dashboard can display schedule adherence, conformance, Omni-Channel status, and scheduled versus presence time.

With just a few clicks, shifts can be updated in bulk. You will also be able to define criteria to select a batch of changes, assign agents, update shift statuses, or both. Then specify the end date and the number of weeks, to develop a forecast. In both cases, we calculate the date range and display it.

When assigning agents to shifts, ‘Workforce Engagement’ scheduling considers secondary territories in addition to primary territories. Therefore, agents can have more than one secondary territory in their Service Resource records to represent other locations where they can work. We can choose background colours to represent different shift types e.g, job profiles or service resources. 

Knowledge

Now that multiple Lightning Components can be on a single page, the accuracy for Knowledge Article view counts has improved. Moreover, users will also have permissions to share a Knowledge Article link that does not expire.

Sales Cloud Updates

New updates in the sales sector aim are helping to drive success Kicking it off with the top 5 features coming to Sales Cloud in Spring ‘22 is…

Inline Editing on the Report Run Page

With the new release, you can now edit multiple fields and records without needing to rerun your report, which is a huge time saver and brings greater feature parity between list views and reports. Another new feature of inline editing is that fields will show as ‘Pending’ if they are related to a field that has been updated. If you’re editing and making a change to a field that will impact other fields, those other fields will be marked as ‘Pending’ until your changes are saved.

Mandatory Multi-Factor Authentication

From 1st February, all customers accessing Salesforce’s products will be contractually obligated to use multi-factor authentication (MFA). This can be achieved by turning on MFA within your Salesforce org. Alternatively, if you are using SSO, you can use your identity provider’s MFA service.

This change greatly enhances login security by adding an extra layer of protection against unauthorised account access. MFA helps to protect users and their accounts against phishing attacks, credential stuffing, and account takeovers. The process requires users to validate their identity by providing two or more pieces of evidence every time they log in.

Collaborative Forecasts

The Spring 22’ release brings many exciting new updates for Collaborative Forecasts including the ability to:

• Exclude or include opportunities from your forecasts by record type – Now your sales team can filter by the standard RecordType field on Opportunity. With Custom Filters, you can control which opportunities to include or exclude from forecasting.
• See recent changes to your team’s forecasts – Now you can see week by week deltas of your forecasts by category so you can strategize your sales and forecast more effectively
• Get Insights from Core Forecasting KPIs Quickly – You can now enable the checkbox ‘Gap To Quota and Pipeline Coverage’ to show you how close are you to achieving your quota and how much pipeline remains vs how much quota is needed, all from once glance
• More Efficient Collaborative Forecasts Setup – Forecasts Settings has a whole new look and feel. Forecast Types and Forecasts Settings have been brought together so everything is on one page.

Controlling Default Records for Users with Scoping Rules

Scoping rules have now been made generally available, they allow you to control the default records your users see when searching. You can set up scoping rules for different users in your Salesforce org so that they can focus on the records that matter to them. They can be set up for custom objects and the account, case, contact, event, lead, opportunity, and task standard objects. 

More Flow Updates

Salesforce continues to provide more support and updates to its now primary automation feature. Now that Process Builders and Workflow rules are soon to be retired, they will need to fill the boots of both features and they are looking very capable at the moment. 

Auto-layout is now generally, meaning that the elements on your canvas are positioned, spaced and connected automatically. You can now set the execution order of your Flows, to ensure certain Flows run before or after others and your processes are serialised correctly. This is ideal for situations where you have lots of flows on a single object which update and read the same fields.

Flow trigger explorer is a new feature that allows you to view all your flows in one place, broken down by subject type and execution context. This greatly simplifies the previous flow explorer screen which made it difficult to find flows effectively.

Platform Updates

New updates to Salesforce’s Platform enhance the security, resiliency, and privacy of your organisation’s data, featuring…

The All-New Backup & Restore

Backup and Restore helps businesses stay resilient by preventing permanent data loss. Admins can restore data in a few clicks from any previous backup, ensuring only the right data is restored in production or sandbox environments.

In Spring 22, Salesforce has answered the needs of its customers surrounding the backup and restoration of data within their orgs. Not only in Production but also in Sandboxes which makes this an extremely useful asset to Developers and Administrators completing exciting new features in their pipelines to Production.

The Backup and Restore automatically creates backup copies of business data, empowering any organisation to restore data and recover, in just a few clicks, from even worst-case scenarios. Before you required extra subscriptions from third-party applications or required builds from ETL tools to take extracts of data on a regular basis and now having this at your disposal is a useful addition to the toolkit of Admins. 

Automating daily backups of standard objects and custom objects in Salesforce, customers will also be able to restore backed-up data into orgs, automatically delete old backups after designated time intervals, and perform high-level audits on who is initiating, modifying, or running backups. And even better the security of these backups is well thought through with all data backups being encrypted at rest and in transit.

Lightning Usage App Enhancements

With enhancements to the Lightning Usage App, admins can view all their slow pages from a single spot and access instructions for how to improve them directly in App Builder. Salesforce has further enhanced the already powerful analytics of the app to better meet the needs of user-centric customers. Adoption is, and has been, a huge buzzword in the Salesforce ecosystem for many years now and no more so than in Trigg Digital’s space of consultancy. We ensure that our apps and creation take in feedback from End Users and we strive to make the tools required by customers user friendly, enjoyable and adoptable. Salesforce providing analytics like this goes a long way to helping us speed that process up and delivering a user interface for our clients.

Flow Trigger Explorer

Flow Trigger Explorer gives admins a consolidated view of automation processes around an object. See and manage your record-triggered flows with Flow Trigger Explorer, a new tool that’s more visual and interactive than the Flows list view. Flow Trigger Explorer shows all of the flows that are associated with a specified object and that run when a record is created, updated, or deleted. For example, quickly see all flows that are triggered to run when a case record is created. In large orgs the number of flows we see is increasing exponentially. Retiring Process Builders and Workflow rules will only increase the use of flows in the environment and seeing them all in one place before required clever naming conventions or insider knowledge of every flow in the system. 

On the note of the deprecation of Workflow rules and process builders, a BETA tool has also been released to do the conversion with Salesforce at the helm and admins along for the ride. With a few simple clicks, you should be able to change all your hard work from way back when into new, fancy, flow automation within the flow builder.