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Welcome to Release Readiness Live.
It is important to watch Release
Readiness Live,
so that you get a snippet
of the coming attractions
of the functionality
that's coming from Salesforce.
We really focus on the features
that are going to be most useful
and impactful with release readiness.
Why have you got the great opportunity
to actually hear it
from the mouths of the people
who spend a lot of time
thinking about what exactly you all are?
Salesforce developers and admins
are actually wanting to see.
Your feedback is so important.
I think that's
one of the most amazing things
actually about the Salesforce
ecosystem, is how involved
trailblazers are with
evolution of our products
is really about to start.
Let's get started.
Welcome to Release Readiness Live.
I'm Carolyn
Bathauer, our senior customer
and product
evangelist, and I am so excited
and honored to be your new host.
I'm joined by an incredible team,
so get ready to hear
all about the new product
innovations coming
your way
in the Winter 25
release for CRM analytics.
But before we geek out,
I need to remind you
to only make
purchasing decisions
on existing features and functionality.
With that covered,
I also want to thank you
for investing your time with us today,
and thank you for all the feedback
that you've been providing
and that you will provide.
It helps our technology teams
build solutions
centered around your experience
and helps us improve this broadcast.
So we're going to spend the next hour
with our product managers
who bring us live demos
highlighting the top new CRM features.
And we've got another episode
coming up after this at 11 a Am Pacific.
We are back to finish up
with the admin preview,
and if you missed
any of our other RL episodes,
you can catch them on demand
on Salesforce Plus.
And as we go,
I know you'll have questions
about these new features.
So join us on Salesforce class
where we have product experts
standing by with answers.
We'll also be taking your questions
for our product managers
who are here live in the studio.
And if you still have questions
after the show, post them
in the trailblazer community.
Hashtag Salesforce RL.
So let's get started.
So first up we have Raghav Ravichandran,
Software Engineering Architect,
to show us updates
to reports and dashboards
in Lightning
and Data Cloud
to make it easier to use
and to help you be more productive.
So take it away.
Awesome.
Thank you. Thank you. Carolyn.
Hey, I'm Raghav,
I am the architect on the lightning
reports and dashboards
and the data cloud reports
and dashboards team.
And I'm super excited
to show you guys what we've been up to.
So in the lightning reports
and dashboards world,
finally,
the custom report types builder is beta.
This is thanks to all of your feedback.
Thanks to all of your posts
on idea Exchange
and all the MVP's for bringing us
the comments and feedback.
And we have finally built it
for you guys.
I'm super excited
to show you guys the demo
in a very short time.
On the data cloud reports and dashboards
front,
we are bringing reporting
on semantic models.
What are semantic models?
I'll tell you in a short while.
We have instant reports
so directly
from a demo or a CIO page
you can directly go to a report.
We have the smart totals toggle.
Smart totaling
is something people say,
oh, you know what,
maybe let us choose
if we need it or not.
So we got the toggle for you.
And finally,
we are introducing min
and Max on date fields.
That's not all reporting AI.
Everything is agents these days.
So we are bringing formula generation
which is GA.
And now we also have CRT or custom
report type generation
which is going to be in beta.
And report
generation is also coming soon.
All of this
let's take a look at the demo.
All right.
So we are now in the Custom Report
Types page.
As you can see.
So you can see that
this is a brand new lightning page.
And let me click on New Custom
Report type.
Here it is the brand new screen.
And now I can choose a primary object.
And note that this is a searchable box,
not the old drop down we used to have.
Let's call it accounts.
Let's say accounts.
Contacts.
In development, click on next.
Again a brand new screen.
I can click to choose contacts again.
Note that this is searchable.
It also has the API name
so that it doesn't cause confusion.
Click on save and boom.
We have created this in lightning.
Isn't that cool?
So this is the brand new
lightning experience of CRT.
And let's go to the Edit Layout screen.
Boom.
This is the field
screen that you guys had. And classic.
And look at how beautiful
it is in lightning.
If you guys have used the Report builder
you see that the design of this mimics
the report builder.
So on the left hand side
you have all the fields.
And I can actually
use these data
type filters to filter out the fields.
So text or numeric checkboxes.
Beautiful.
It just works like magic.
You also see that I have a checkbox
that says show available fields.
And I can click on that
and click on account name.
So account name is something
that not been used in my layout yet.
So if you look at the
the sections themselves
see how easy they are to use.
So I can actually look at all these,
fields and inline remove fields.
The beautiful
removing stuff was so hard
and classic and people were like,
I just want to remove it.
And yeah, this is all it takes.
Also, how many people have struggled
with moving fields around and classic
because a I don't want to move fields.
Look at how easy it is.
Let me choose a few fields
and you see that
there's something that pops up here.
Let's click on this button
and say move to a section
and let me create a new section in line.
Call it or Adele.
Click on save and boom.
Super easy.
Super cool isn't it?
There's also this other beautiful
feature called adding Fields via lookup,
which was hidden in classic.
Now we've made it
front and center lightning.
So click on lookup fields
and look at the fields
panel automatically change.
So I can click on this.
Select a few things.
Click on apply.
And here I can actually add it or choose
the section that I need to add it to
which is also brand new in lightning.
Let me click on Add Adele.
Click on apply.
Beautiful added.
So you can also hover
over each of these things.
I can edit them in line.
Call this auto Adele.
Make it a default column. Save it.
Beautiful. Boom!
Everything works just like magic.
And that's it.
This is the new CRT builder
in lightning.
Isn't that cool? Thank you so much.
To all our MVP's
for their feedback on this.
This would not have been possible
without your feedback.
What if I told you that
you probably don't
need to do any of this?
There's an
agent waiting for you to do
all of this right here.
And let's click on the Einstein agent.
And let me ask you a question.
What are my top sales accounts
with their contacts?
And this basically analyzes
the request, looks through
all your report types,
and it figures out
if there is already a report type
or if you need to create a new one
and boom, it figured it out.
It said that, hey,
you know,
there are these two report types
that exist that could be of help to you,
and you can open this directly
or you can create a new one.
I don't want to create a new one.
I don't want proliferation.
Let me just open this. And beautiful.
You're back in the same page.
So this is what we have
with the custom report type generation.
All right.
Enough with the operational world.
Let's go to the data cloud world.
So if you go to the data
cloud experience
this is the same data model.
Page in data cloud.
So people have said, oh, you know what?
If I want to create a report
on this, it's
so hard to do it
because you have to go to the reports
tab picker report type.
None of that is necessary anymore
because I have a dropdown right here.
And using this create report,
I can directly create a report
from the demo page.
This is also available
from the CIO pages.
So I can choose a CIO
or choose a demo
and directly create a report.
Super cool.
So let me try to add a few fields here
and just
a few other fields like annual revenue,
last activity, last modified date,
employee count. Create a date.
Just add these columns.
Wait for it to show up.
And beautiful.
This shows up.
Is there something wrong here?
Last activity date.
Last modified date are not aggregates,
are there?
They are now.
Look at last modified date.
I can choose min and max on this,
which means that I can.
I can know the first date
in which this was created
and the last date
in which it was created.
And this is super useful
for all our marketing customers
where they need to know
the min and max on the date fields.
And we've got it here.
This is beta.
This is on data cloud reports.
Beautiful.
Now that we have min and Max,
let me show you
the other feature that we have,
which is smart Auto toggle.
See that we have the opportunity
with account report type.
So we have opportunities and accounts.
And this is basically the annual revenue
amount.
Notice that we have applied
smart totals on this.
You know
we have not
we have d due date
and the subtotal is still at,
you know, 100 million.
People have said, don't be smart.
Let's figure out
if we need to be smart or not.
And that's the reason
why we brought the smart Totals toggle.
So now I can toggle this off.
And you see that
it is no longer smart total.
So the de duping is,
you know, moved away.
So you can keep toggling this on
and off per report
to decide for yourself
if you need the smart totals or not.
Cool.
Now that we've seen that,
let's talk about semantic models.
So this is the semantic model
that we are talking about
in the data cloud world.
So what are the limitations
with report types.
It's just for objects.
It's all linear joints.
We cannot create formulas.
All of those problems are addressed
with semantic models.
You see the number of objects here.
And you can also create
like calculated fields
in this semantic model.
So all of the semantic model
you can create you can model it.
You can join them the way you want.
You can create logical views.
It is super, super
powerful
to model your data
in the data cloud world.
Now that you've created
a semantic model,
what's the next thing to do?
Create a report on it.
How do I do it?
The super simple. Go to new report
and on the left hand
side you
see a new category show up called
Semantic Data Models.
Choose that and choose
any semantic model that you have
and click on Create Report.
For the sake of time,
I have already created a report
and this is my engagement data.
If you if you see the
the semantic model that you had,
all of this is engagement data.
And I've brought it all together
in this report.
I can actually edit this report.
Try to add some new fields to it.
And also add it
to a brand new dashboard.
This is beautiful.
That's all for my demo.
Back to you. Go live. Woohoo!
I gotta
I gotta fan
this pad here because it's on fire.
In this chat,
everybody was loving that demo.
I may have the sparkle jacket,
but I think you're the star here
today, so great job.
Everybody is absolutely loving it.
And there are questions
so we can jump into that.
Okay, so one of the questions is
why should I use
the semantic models report
semantic models versus report
type for data cloud.
It's a very good question.
I think report types
have some limitations.
As I was talking about.
One is the four objects
and people have said
oh four objects are not enough. Okay.
And I hear all of it.
And semantic models is
a way to address it.
I know that report types
experience is a familiar experience,
but semantic models gives you
far more leverage
in terms of data cloud data,
because you might want to
bring in more and more objects.
You might need to create
more calculated fields.
And for those purposes,
I feel semantic model service
serves people better.
Yeah, because usually it's
people like me in the business
who are saying,
I need to know this
and this, this and this,
and then how are they related? Yeah.
So that helps with those 100%.
Yeah. That's amazing.
Okay.
Next question is
when can we expect the new custom
report type builder
to be generally available.
So it is beta and this release
next release,
it will be generally available.
So I cannot wait
for people to start using it. Yeah.
And you know what
you said multiple times
you made this possible to the MVP's.
So keep that feedback coming
because 100% you use it and you build.
So thank you
I know you're sticking around for Q&A
so stay still
because there's a lot more coming in.
So thank you for looking forward to
yeah great. Thank you so much.
And now we're going to toss it
over to Akash Chauhan,
Senior Director of Product Management.
And he's here to show you
the latest in CRM
data platform, including faster
recipes and enhanced
security and connectivity
with experience. Akash, over to you.
Thank you.
Caroline. Hello everyone.
Akash here.
I'm delighted to be back here
talking about the latest and greatest
CRM analytics features
in the Winter 25 release.
And I'm going to start
with the experience
side of the house here.
Focusing on the end
user experience for business users.
So when we think about experience
side of the house,
there are two main things
we think about.
One is make it easy to consume.
And second is make it actionable.
So in order to make things consumable,
easily consumable
over the years made it super easy.
With few clicks.
You embed a dashboard
inside of Salesforce.
We, like you take it to slack,
and we make it.
We take the insights
where the user is it
within the Salesforce ecosystem.
But you know what?
We've heard
you loud and clear that there are times
that you want that data to be available
outside of Salesforce
dashboards as well.
And for that,
you've been wanting to download
this data more easily through widgets.
Historically,
this has taken 3 or 4 clicks.
With this release
we letting you download
with a single click.
And by the way, it's not just the data
it downloads with metadata
as well as confidentiality.
Disclaimer
I'm going to be demoing this
in a short order,
so I'll move to the next section here.
Now as I said,
consuming making it easy to consume
is only one side of the coin.
The more important is
how do we make it actionable
so that when your end
user sees an insights
that is relevant to them,
make them take action.
And Salesforce has made it really easy
to take action with Salesforce flows.
It is one of the most
and adopted feature recently
where either single record
or multiple records,
you take action on using flow.
Now, with this generally available
feature for Salesforce Academy
Dashboard and Flow Action integration,
you can take action on your records,
whether a single record
or multiple records.
So those, historical,
close date pass do opportunities
that you need to remove
from your pipeline.
You can now do that with a single click
from a CRM dashboard.
And my colleague
Mark Russell is going to demo this
at length in later part of the show.
So I'm going to leave this for him.
With this release we are also
adding more filtering options.
I'm going to be showing
that in a little bit here.
And we've made it easy,
and easy to sort tables
and made it even more useful.
Marc is covering that part as well.
Now making, ragu
showed this really wonderful
data cloud part of the demo.
Data cloud is everywhere.
And that is true for CRM
analytics as well.
So we already had a CRM analytics
connector into data cloud.
Now with this release,
we are making generally available
the feature where you can bring in
multiple data cloud objects,
join them and put in front of your end
users inside of a CRM
analytics dashboard.
And then last, it's not just the,
actionability in desktop,
even on mobile.
You can now click on a hyperlink,
big action while on the go.
All right.
So with that,
let me jump into the demo here.
This is a traditional use
case demo where you know I'm
looking at my pipeline insights
and it's it's looking good.
But you know what?
I'd like to identify
the must win opportunities
for my current fiscal year.
Now, historically, you can see we've had
does not equal contains
but now you have does not contain
does not start with ends
with or does not end with.
So these are all net
new options for filters
that we've added in this release.
Now let me here search for FY 24.
Must be an opportunity.
And again
these are hashtags
in my opportunity records.
I press a button and I get all these
with a single click.
All the opportunities
that meet my criteria,
whether contains or does not contain.
Now, again, this is super helpful,
but I would like to share this
with my colleague.
And again, in the past
you would have to have multiple clicks,
go into share, then download.
With this release we made it super easy.
So with a single click
you get to the download option,
right there
and not
just download
in Excel format,
but download with metadata.
So not only it will share the data, but
filters groupings.
And oh, by the way,
we remind the user that,
hey, this is company confidential data.
Do take care of it out and use it with,
with, judgment.
So here I can click on download
the data.
In the interest of time,
I already have this downloaded.
And let's take a look
at what that looks like.
Again, as I see
it tells me what I downloaded, but
also it shows me what is it filtered by,
grouped by
and the record
and of course
the confidentiality disclaimer.
Again, we made it super easy.
Single click download capabilities.
And reminding user that read
this data with
cat.
All right.
So with that, as I say,
Mark has a really nice demo
he's going to be doing later.
Part of the show,
around the flow widget integration.
But for now, I'm
going to move on to the,
data platform side of CRM analytics
for the data platform.
If I had to sum up this release with,
one sentence,
we made the recipes faster,
we make them more secure,
and we give you more ability,
more ways to connect to external data.
So let's live
into each of these pillars.
Every customer that I worked with,
the longest running job for them
is their pipeline
trending or snapshot jobs. Right?
These are the jobs
where you bring in historical 12
or 18 months of data.
You run it on a daily, weekly
or monthly basis,
and then you append a new set of rows
every time you run.
So you're not changing historical rows,
only the net new rows.
And over
time, this data set gets large,
which means 100 million, 200 million,
even over a billion rows
that I work with customers
where you are
just adding 5 or 10% of new records.
But historically,
we rewrite the entire 110% of the data.
With this release, we've optimized it
so that we only work on the net new 5
or 10% of the data that we add,
and the result is 60% faster jobs.
I cannot wait for you all to try it.
It is in beta.
Open a case
with your support
to enable this in your boards.
But very, very exciting feature.
Now, the second one, along the same line
on faster recipes, is,
getting on from last release,
where we've had a bunch of
you already enrolled in a pilot
to optimize
Salesforce data synchronization
for recipe.
We are continuing that in.
We will be taking this in production
in short order
with general availability
early part of next year.
All right.
So that's faster recipes.
Let's quickly, glance on to security.
Historically, you could only access
security predicates
for user ID related fields.
So if you are using territory
2.0 from Salesforce,
you had to aggregate
thousands of user IDs
and attach it to every single row,
which is not, productive
with this directory
hierarchy based row
level security,
you can now actually use users territory
to filter out rows
that you don't want them to see.
A customer who use this feature
reduce their recipe
runtime from 11 hours
down to seven minutes,
because they did not need to
attach those thousands
and thousands of user IDs.
Each record.
The.
For this release,
we also are releasing a beta where
now you can assign read
only permission
for recipes to your users.
Again, when you have
multiple departments leveraging
CRM analytics recipes.
This is super powerful,
and I'm going to be demoing
both of these in a just short order.
And then rounding out the enhanced
connectivity bucket.
We are making generally available
the virtual private connection.
And I'll be showing that in a second.
So I won't spend time here,
as well
as making it easier for you
to account
for your spend with Google BigQuery.
You.
When you have multiple departments,
you need to separate out
who's consuming how much query, compute.
Now we'll let you separate that out.
So let me jump in to my demo. You.
All right.
So here first
part of the demo that you see,
let's jump in.
Start with the connectors.
Historically, you've only seen
the input output connectors
and live connectors.
With this release,
now you are able to leverage
the snowflake private connector.
Again reminding you what this is
if you ask
this is the private connection
where the data needs to travel
over a dedicated physical infrastructure
between Salesforce
and your snowflake instance
running in Amazon Web Services. Right?
So the data was always encrypted.
Now this by leveraging our Salesforce
data pipeline or Salesforce,
pipeline products,
you can now actually leverage this,
dedicated infrastructure to move data
by leveraging name credentials
so that you move data without,
involving any third party infrastructure
outside of the ecosystem.
All right.
So it's not just the, the,
the private connection
within recently,
we released the,
Athena, Amazon Athena as well as,
Databricks Connector,
but with the Google BigQuery.
Now you can actually look at,
providing billing project IDs
and what happens with billing
project IDs.
Here is when you have multiple
heavy queries
that needs to be separated out
on how you account to pay for it.
You can provide separate billing IDs
and it will account for it. Right.
So again, that's a very, very small
but very, very impactful feature.
For those who use
Google BigQuery connection.
All right.
Let me come back.
Now that I'm I'm going to cover the,
connectivities.
Let me come back to the,
performance enhancements aspects.
So I referred to,
optimizing Salesforce data sync for,
for, recipes.
This is a pilot feature today.
And with this one
single click for data sync settings,
I can now optimize this job
so that whenever
we sync data from Salesforce,
it's pre ready for recipes.
Now when the recipe runs
it will not spend time
in optimizing for,
converting data formats.
Again, a real life customer example.
Customer
with 200 million records, data
sync that used to take 6.5 hours
in the recipe
input
and all
the runtime went down
to 30 minutes or less.
So a super impactful,
super powerful feature.
Now let me talk about historically
how you have taken snapshots.
So if you took snapshots,
you know,
you bring in your historical pipeline
data as a data.
You bring in your net
new opportunities data.
Then you, you know,
take some aggregations,
look at some snapshot,
add some snapshot data to it.
And then you register it. Right.
This is what
the historically you've done,
which means you bringing in large
volume of historical data,
small volume of
new data and then adding it all together
with the new append optimization feature
that I referred to earlier.
What we now let you do is
we let you bring in
just the new data that you append
to your historical data set.
So in this example what you see here
I'm bringing the opportunities.
I'm adding a snapshot date to it.
And once I'm done
I can now right.
So there is a new option here.
And as you see you write to
an existing data set.
So this is the new feature
that really really enhances
overall security about my overall,
responsiveness of security,
runtime by up to 60%.
And again,
what the benefit here is by
doing this append,
if I look at the runtime
for this particular job in my, recipes,
I only
work on the small number of records.
But when I register the final data set,
it has the full large volume.
In this example, as you see.
And again,
this is going to benefit
every one of you
who has a pipeline
training or a snapshot,
job that you work with.
All right.
So we covered, enhanced connectivity.
We covered faster recipes.
Let's jump into new security features.
All right, so
historically, as I mentioned
in the security predicates,
you could only use user IDs.
Now what you see here
is with this release,
along with the secure user IDs,
you can use users territory as well.
So what does that mean
if you have 8
or 10 level deep hierarchy,
which some of our customers do,
you only need to flatten these 8
or 10 records
and attach it to each
rows,
instead of doing those
for thousands of users.
With this, as I said, the performance
and security both are
making tremendous problems.
And then the last part of my demo,
those of you
who have multiple departments
leveraging CRM,
analytics and multiple user
groups creating recipes,
you've been wanting a read
only version of recipe.
So this is with this new, form.
The user that has been assigned
this form to can
now come to Data Manager.
And as you can see,
their view is very, very restricted.
They only see recipes.
They do not see monitoring page.
They do not see connection page.
They do not see assets page.
They just see recipes.
Oh by the way
within the recipes they don't see
any of the actions, right?
They cannot start a recipe.
They can not cancel the recipe.
They can only view recipe
by clicking on it.
And when they view recipe,
we have blocked the preview as well
because a number of you
came to us saying that, hey, you know,
the data can be sensitive
and we don't want
user to see preview data, which is not,
security filtered.
So we are only letting them
see how the calculations are done,
as you can see here.
Or they can look
at historical versions of this recipe,
but they are not able to change it.
They are not able to modify it.
All right.
With that, I cannot wait to see,
what you do with this, new features and,
handing it over back to you.
Caroline. Great.
Thank you so much, Akash,
I just want to make sure
everybody knows at home,
if you're watching
and you have a question,
you can post it in the Q&A
tab on Salesforce Plus.
And we'll get to
as many questions as we can.
And we already have some.
But I just had to let you know
that Angela's watching and said,
this is great too.
So everybody is very excited.
And, Christophe would like to know if,
CRM a recipes will get min max
on date fields.
You know, when
Drago showed that min
max on date fields,
I knew that question was coming.
And I will make sure that we make it
part of our roadmap,
because that's something
that I've been hearing
from a number of other customers.
And, if it was not,
it is now on our roadmap.
Absolutely. Great.
And it seems like the trend
with a lot of the things
that you've shown
is the compression
of millions and billions of rows of data
and being able to process jobs
so much faster.
And so I can imagine that it
is such a great, point
for a lot of our users.
But,
there's a question in here about speed,
now that you have
those faster snapshots
with append optimizations,
will you be adding upsert optimizations?
Oh, that is a fantastic question.
So, yes,
we are actively working
on upsert optimizations
and we are hoping to release it for data
in the spring release for the APIs.
So I know a number of you
upload data through APIs
and we gonna be long,
fingers crossed and safe harbors.
We plan to launch it
in spring release for API beta
and then subsequent release for recipes.
So yeah,
that's absolutely something
that we are working on actively.
Awesome.
And we're going to stay with the trend.
On time savings, and optimizations.
We know that a lot of our customers
have external data sources.
And so this question asks
if recipe run optimizations
will be extended to external data.
Yes, yes.
The answer is short answer is yes.
And again
this is something that recipes leverage
a new industry standard format parquet.
We currently are making
Salesforce connections
directly generate
those parquet format data.
And once we are done with that,
we will be looking
at the external connections
and making those data
into parquet format by default as well.
Great. Okay.
And one last question that came
in, with territory hierarchy support
for security predicates,
are there plans to support
user groups in those,
security predicates?
Yeah, I've been I've
been on the fence about it.
So this is something that we've heard on
and off where customers want, those,
user group security
predicates in CRM analytics.
And if you are using user groups
and you would like us to include
that in security predicates,
reach out to me.
I'd like to learn more about it.
It is something
that is been on our radar,
but we'd like to
further better understand it
before we actually prioritize it.
So yes,
I would like to do it,
but we need to understand it
more. Great.
And it seems to be a trend.
You all listen to your MVP
in the audience thankfully to build.
So Akash,
thank you so much for joining us.
And we're coming back.
Last but not least,
we have Grinder Singh,
director of product
management,
who's here
with us to show you
the latest with intelligent
apps capabilities
across service,
revenue, customer
experience and commerce.
So Gurinder, take it away. Thank you.
Let's get started on the
intelligent apps front.
So we are delighted to
bring in a lot of innovation
and intelligence app category.
I'm going to walk you
through some features
but more importantly
demo of those features,
three themes that are standing out
across all the features.
The first one is actionable insights
bring action to the point of insights.
Why is that important?
It removes the friction
between insight and execution.
Second,
finding opportunities
to bring in the unified insights
so that you can streamline
your, operations.
The last
but not the least is,
finding opportunities
to bring in more,
deeper insights
where it matters
the most for users to drive
decision making.
Let us see how these three
themes are applicable
across our portfolio. App of apps.
The first one Service
Intelligence two notable features
I'll point out
knowledge flow integration.
What is that?
If you are manager knowledge
articles,
you might want to flag
a knowledge article for review.
Why?
Maybe engagement is not happening.
Too much.
So in that case,
the out-of-the-box
Integrated flag review,
allows you to take that action
right from within the dashboard.
And we will
that we will see that
shortly in the demo.
The next one I'll point out
is the Einstein Case
Management dashboard.
This is a.
Net new dashboard for service agents.
It allows them
to look at a lot more information
about the cases,
but more importantly,
it gives them opportunities
to look at cases
who might be at the risk of escalation
or SLA breach.
Very important for a service agent.
Now let's talk about field service,
intelligence.
The second theme, unified Insights.
So what we are doing is
we are building an operations home
for field service operations manager
to look at the critical insights.
One place
and if they want to dig deeper,
we are bringing in
parts and inventory
dashboards and resource dashboards
for managing their operations.
Now let's talk about Revenue
Intelligence app.
Within that notable features
include again
bringing actions
to the point of insights, how
bringing up,
finding opportunities
for sales reps
and sales managers
to customize and send emails
from within the Einstein Account
Management dashboard.
And we have also added
some more enhancements
in the white space component
for sales leaders and sales reps to find
those untapped opportunities
so that they can close their deals
faster.
Moving on,
we have two more apps to talk about.
We're excited to talk,
launch customer
experience Intelligence app.
When talking about customer experience,
what do you think about
you think about NPS,
Net Promoter Score, CSat.
How do you understand that?
You need insights
at an aggregated level
to really understand what's going on.
And that's
what the purpose
of Customer Experience
Intelligence Insights and dashboard is.
Last but not the least,
Commerce Intelligence.
This is all about Merchandizer persona.
We are, again,
the theme of bringing that unified
insights and actions at one place
so that you can quickly get a pulse
of where your business stands
and take the necessary action.
This is all good.
Let's get into the demo part.
Now.
What do you see here
is on the service intelligence,
the Einstein case manage ment dashboard.
I'm a service agent.
I care about cases,
but more importantly I care about cases
which are either escalated
or they are at the risk of escalation.
The good part is, in this case
I don't have many cases, but guess what?
There are a lot of cases
that breach SLA, which is not good.
I'm glad it's a demo,
but in real life
this is something that you really want
to jump on and solve it.
Now, when you're looking
at the different cases information,
this dashboard allows you to look at,
information in terms of does that case
requires high, medium
or low effort score?
Based on that,
you can filter down
and maybe look at the cases
which requires low effort score.
So you can quickly
get that out of the way.
From within that
you can also open a specific case
to get right to
where you have to act on it.
Now, let's move on to
Knowledge Dashboard.
Here's I'm
donning the persona
of an analyst who cares about knowledge,
effectiveness and about knowledge
user analysis.
Now, within this knowledge
dashboard, what you have is a new filter
around data category.
Why is that important?
If you have knowledge articles, it's
spread across multiple categories.
And you want to look at engagement
in a categorical fashion.
So within that let's say
you care about account
support and product support.
I'm just picking, you know,
two values here.
And within that the whole dashboard
gets filtered down
to those specific
knowledge articles and gives
you engagement information
across these categories.
And you can take the necessary action
if we keep on going down.
And there's more details
that you can know
about those knowledge articles
within those categories.
Now, maybe this engagement
is not what you really want.
It's it's maybe it's going down
and you want to flag this for review.
Maybe you want to optimize the content.
Generally you'll have to go through
multiple steps
to get to take that action.
But with flag for review,
you will be able to start that, action
from within the knowledge article
by clicking on the flag
for review button here.
Now,
the same data category is also available
in the Knowledge Users dashboard
so that you can really drill down
to the knowledge to the actual users
who are engaging
within those categories.
Moving on to Field Service, Operation
Manager, and Persona.
This is the field Service Intelligence
app again,
Unified Insights
bringing all the critical insights
into one place
so you can quickly get a pulse of where
your business is standing.
In this case,
there are a lot of critical warnings.
Again, demo data. It's a good thing.
But you want to quickly
get into the deeper insights.
You can click on Field
Service Intelligence.
It will take you to your Deeper
insights dashboard.
Now I mentioned that
as part of field service,
we are also bringing in two,
new dashboards
around parts and inventory
as well as resources.
Now, in pass inventory,
you can look at all the information
about your
the current inventory, the product
status, the products required.
Example.
You know, there's a field service
technicians out there.
They are requesting a specific product.
And this is because the
product seems to be missing.
The good part is
you have
all those products in the inventory.
If there are products
that are not in the inventory,
you know, you can act on it.
Now, another thing is it also allows you
to look at your product requests
by status.
How many products have been received,
submitted or drafted.
You can also use the same dashboard
to look at the information by work type,
maybe the products required,
but what are the different work
type or work orders?
That those products particular required.
And again
you can filter it
down through multiple filters
available at the top of the dashboard.
Last is a resource
optimization, optimizations.
You want to, monitor
the performance of the technicians.
Why is that important?
That is important
because you want to make sure
that you can not only streamline
the operational efficiency,
but also bring out the quality service.
Now, in this particular case,
it seems like the technical utilization
technician utilization, sorry, is 200%
lower of over time here.
Maybe it's a good problem
where you want to expand your team
and maybe hire more resources
so that you can streamline
and bring that quality service.
And again,
the same dashboards
allow you to go into much,
much deeper insights, if need be.
With that, we'll,
we'll take it back.
Great. That was awesome.
Thank you so much. I, I
as someone who loves data and loves
making decisions on data,
I can imagine how easy it is
for our customers
to not just have snapshots,
but then predict and make business
decisions off of that data.
So that is absolutely wonderful.
So we're going to chat
through some questions.
If you still have questions for grinder
you know the drill.
Go ahead and post that in the Q&A
tab on Salesforce Plus.
But let's get to a couple okay.
Let me start here.
First question is
can the knowledge
article flagged
for review flow be customized.
Absolutely.
So apps the package
a lot of the platform features
but we can't package everything.
So so absolutely.
So this is the power of platform.
You can get to that particular dashboard
if you the right privileges.
You can add the
the flow that you are interested
in and boom,
it should it should absolutely amazing.
More more questions on customization.
Can we customize the Einstein Case
Management dashboard
to add additional automation with flows?
Absolutely, absolutely.
So Einstein Case
Management app
allows you to look at all the cases.
SLA risks escalate,
escalation SLA breaches.
So what you could do is
if you have the right privileges,
you can again head to the,
to the CRM platform
and customize the arc of the entire app
depending on your business needs,
because each business need is different
and you have the absolute. Yeah.
So and then we've always talked about
how about 80% of what we cover out of
box covers most use cases.
But that configuration
and customization for that last 20%.
And what pushes customers
to be able
to really get granular, like you said,
which is what is needed, field service
and or sorry, field
service intelligence dashboards.
Can the formula behind
some of these calculations
be modified as well?
Right.
So, so, depending on the privileges,
if you have obviously you have users
who will have added privileges,
you can go
you can customize those,
but you can look at the formulas,
that,
that that are responsible
for the specific insights.
And you can go and modify
those formulas to your business needs.
Great.
You mentioned to you,
I the field service
dash the parts and inventory.
I can tell you how many times
they've had a service tech
out to my house,
and they don't really know
if we've got the part in stock or not.
And so
setting expectations in the moment
probably helps increase emcees,
actually,
just practical use cases.
What I've experienced. Absolutely.
And I think the
if you look
at the whole operations home,
the whole idea is to,
to bring the critical insights
and then act on it.
So we are solving this problem
through through two different means.
Great.
Well, you're you're both here now.
So, I'm going to get back to you.
The questions that are coming in across
both of our experts.
And also, I just have to say,
I have been on this quest
to take my business partners,
my leaders,
from the anecdotal to the analytical.
And I could not do that
without the dashboards
that you all provide,
where we can point to a decision
a moment in time and say, you know what?
This was the impact of that.
So I just have to say thank you.
From a super user.
So awesome.
We are going to questions.
So let's start Rogov.
Katie would like to know if the agent
will be available if,
they do not have data cloud.
Yes. I let
that's a very simple, That's amazing.
Let's stay with the data
cloud implementation.
Tomo, has said
if they haven't implemented
Data Cloud,
could he expect to merge
sales data
and service data
and field service data in data cloud?
Yeah,
I think the purpose of data Cloud
is to try and merge data
together and harmonize them
and have a single 360 view of the data.
So that's what Data Cloud was built for.
So you could take your sales service
field service data
and like merge it all together
and have a single 360 view.
And you can probably create
a semantic model on it and report on it.
Sorry. Shameless bit.
Oh hey, they built it.
Let's get them to use it as, amazing.
Actually,
either one of you can take this.
Jason wants to for, our beta process.
Do they have to opt
in if something is in beta?
So I think it depends on the feature.
So you can
you definitely
would want to talk to your eyes
and see if you can get on the made up
program. Okay.
So definitely talk to your AI's about.
Yeah, I think for the custom
report types
specifically,
if you're looking for that,
I think you can go to your
you can ask your admin to enable
that on your settings page
in the Reports
and Dashboard settings page.
And you should be able
to write a great, amazing,
and then Naveen would like to know, do
we still have the level three
or the three level limitation
in lightning CRT builder as well?
Yes. Okay.
And that's why we built for data
cloud the semantic models
so that we can get rid of this
3 or 4 level hierarchical limitations.
But on the operational
or the core Salesforce side
you will continue
to have the limitation. Okay.
So the idea is
if you do need more than three,
you're probably going to start
looking at the semantic. Semantic more.
Yes. Yes. Okay. Great.
And then I am going
to go to you, Gurinder,
to ask one final question.
Everybody has loved these demos,
but we all know
you like to give a little preview
of what might be to come.
So what are you most excited
about on the roadmap?
So if you if you look at the demos,
I literally had to dawn
on the persona of multiple users, right?
Like service users,
field service operation managers.
So, from an innovation
point of view, we are always looking at
how how we can bring
the insights
across the whole connected
customer experience. Right?
So we continue to innovate
across multiple fronts.
What that means is
look out
for the enhancements
and innovation in service intelligence,
RAF intelligence,
field service and more.
And that's amazing
because you mentioned
because it's on the platform.
And I love the fact
that we can extend all of these things.
You all do a great job
building within the apps,
but then once you can extend it
across all the apps,
that power is, is pretty amazing.
And I'll add
one more thing is like the purpose
of bringing Actionability
to the point of insight
is super important.
Like the insight
without action is a distraction.
So let's ask.
So I think that's where we are
finding opportunities,
how we can plug in,
the actionability,
the hooks,
the smarter ways to just,
you know, bring actions
like amazing, I love it.
Same question to you,
what are you excited about. Roadmap.
So I think there's multiple.
So I'm very excited
about the agent stuff. Yes.
I was initially skeptical of it.
Like all of us I have to like.
And the more and more I use it,
I feel there's so much value there.
And we're investing heavily
even on, like,
core features, like a reporting
that's been around 25 years, right?
Like and
you see the power of it
where you can just ask a question
and automatically
it creates stuff for you.
So we are having like create reports
like automatically ask a question
and it creates a report for you.
And how cool is that?
Because the amount of time
you need to spend
to try and create a report
or a report type, or a metric
or any thing that provides value for you
is tremendous.
And I think the amount of time it saves,
is just going to be spectacular.
I feel
I'm very excited
about the whole Agentforce
side of reporting or any other cool
core platform feature for that matter.
The engineer in me is very excited
about all the performance enhancements
that we're making.
There's a lot of work
that goes behind the scenes
to improve performance.
It's not visible.
It's not like, oh, SDM,
I can see it, right.
Like, but
we've added like for instance,
reporting to CDN,
which is going to improve
the performance by at least 20%.
And there's so many people out there
who still complain,
oh, lightning is not
as fast as classic is.
And we're trying to make
continual improvements
to do performance enhancements.
And hopefully these
performance enhancements will,
you know, manifest
in different other features.
So we are working
on the performance roadmap.
So I'm pretty excited about that.
I know it's not a
it's a beautiful answer,
but the engineer in me
had to put that in to get that in. Yeah.
So what do you think about that tier.
That's a
that's a really good point
when you're talking about snapshots
and moments in time with data.
How how many transactions were
we processing when we moved from classic
to Lightning?
It's significantly less.
And so to be able to improve performance
with exponential growth
on the number of Rhapsody
processing is that it's no small feat.
Yeah.
I mean, just to give you metrics,
when we, made the switch to lightning,
I guess roughly eight
years, eight ish years ago, we had
how many close to like, a
billion report runs,
and today we have 9 billion reports
per month.
And,
the number of users
is also at least like, you know, ten x.
And that's the scale.
But the performance,
we still have to continue optimizing.
It's,
it's a matter of time,
especially since
you were excited about Agentforce.
And I think to you,
when I look at
the things that you're creating
within the apps,
the extensibility
to business users to be able
to run
more complex queries
because they can just ask
for what they're looking for,
that's also going to be a game changer
in terms
of looking at that performance
and making sure
that we can process that too.
So I know you
all are always looking ahead as well.
And so I'm really excited
as someone
who loves reports and dashboards
and I couldn't do my job without it.
Yeah, I appreciate it.
So we are seeing
a lot of innovation today,
but we're not done yet.
We have one more demo to show you
from our CRM
analytics colleague,
who also happens
to be a Golden Hoodie recipient.
He wanted to be here in person,
but it's a 14 hour flight,
so he sent this to us instead.
Take a look
at how you can transform
your data
from insights
to action
with widget flow interactions,
using clicks and not code.
Well good.
I from Sydney, Australia.
My name is Mark Tuttle.
I am a product manager for CRM analytics
and I'm excited to present to you
on the subject
of launching flow
interactivity
from widgets in CRM analytics.
What this does,
it enables you to harness
the power of Salesforce
Flow automation
with clicks and not code.
The best way to explain
this is to show you a demo.
So let's jump into our CRM environment.
Now what you can see
here is a case reassignment dashboard.
What I want to do is
I want to take all the cases
that belong to Bill,
and I want to reassign those in bulk
to Ashley.
Now, prior
to this new functionality
of flow interactivity,
I would have to go down and either
open one record at a time
and reassign them, or I would have to,
build out a visual
force page and use apex triggers.
So a bunch of development work,
that is no longer the case.
What you're about to see is very simple
and easy to build in
CRM analytics with clicks and not code.
Now for Bill, I want to reassign
all of the manufacturing cases,
but I also want to exclude those that
relate to a question.
And with the new, filters,
using the does not contain operator,
I can very easily exclude
those case reasons.
I also want to go in
and view these cases and sort them
by, duration.
Now, the fact that there are bindings in
this table is no longer an issue,
because you can now
use quicksort for tables
that have bindings.
So we've selected all of the cases
belonging to Bill
that we want to reassign to Ashley.
So let's
go ahead and select Ashley here.
And by
simply clicking on this button
we're able to launch a Salesforce flow.
The case IDs are being fed into the flow
from CRM,
as is the name of the new case owner.
If I were to click on Start the Flow,
it would kick off that Salesforce flow
automation, reassigning
all of those cases in bulk
and including any other automation
that you should choose to include,
such as, for example, creating tasks
to make sure that the cases
get followed up on.
Now, how hard was this to build?
Well, really,
how easy was this to build?
Because you can see here
as we're in edit mode, I'm
going to click on that text widget.
I'm going to go to the interaction tab.
And we can see where this was set up.
When I click on this particular widget
then I'm going to kick off the flow
which is reassign cases.
So I've selected from here start to flow
I've gone in
I've chosen the Salesforce flow
that I want to kick off.
And the other step involved
is just to simply to go in
and to
map any input data to the,
fields in flow.
And those are coming directly
from the data set
that is driving this dashboard.
And again,
remember that
it used to be
that building
what we would call bulk actions in CRM.
I was complex and time consuming.
It was definitely work for a developer.
But now as you've been able to see,
it's all been built in the UI.
Quick, easy and simple.
That's really the magic
of flow,
interactivity and enabling users
to go quickly
from data to insight to action.
Now it's back to the team
in San Francisco.
Well, it's always good to see Marc.
And so I saw your question.
If there was a demo
or a walkthrough of the feature
widget flow interactions
using mapping from CRM,
a data set field.
Hopefully Marc's demo
covered that for you.
And even though we're wrapping up
this show,
you can still ask even more questions
in the trailblazer community,
and we'll make sure
to get you an expert answer.
Thank you for watching
this episode of RL.
Well, your feedback matters
and helps make our products
and broadcasts better,
so tell us what you think
of this particular episode
by scanning the QR
link on the screen
to take a short survey,
and as a thank you,
you'll be entered to our sweepstakes
to win one of five Salesforce
certification vouchers.
And we're not done yet
with Release
Readiness Live,
there's more on Winter 25
coming up in less than an hour.
Come back at 11 a.m.
Pacific with the admin preview,
and you can catch all of our RL episodes
on demand on Salesforce
Plus and coming up later
this month, discover Agentforce.
What I was meant to be.
Scan the QR code
on your screen to register now.
The live launch event kicks
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Plus on October 29th at 9:00 Am Pacific.
You're going to hear from companies.
We're using autonomous agents
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Well, I'm Carolyn Bathauer, our
thank you so much for tuning in.
And we'll catch you
next time in the cloud.
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