Winter ’23 Release in Review
Salesforce® Winter ‘23 Release is here. Here’s some quick information on the Release and highlights in review that caught our attention.
General Information about winter ‘23
The Release Date for Winter ’23 will depend on your instance of Salesforce.
A Few Exciting Highlights
Set and Track After Conversation Work Time
Measuring productivity in Salesforce is made easier with ‘After Conversation Work’ - Salesforce Users can track the amount of time taken after a customer call to wrap up work before starting on their next task. If the User wraps up all their work prior to their designated time, then their work is ‘All Done’ - Tracking is made easy.
Transfer Calls More Efficiently
Users now can gauge how busy another User is prior to transferring a call based on consumed capacity volume. And with transferred calls added to the Omni Supervisor Queues Backlog tab, supervisors can view inbound and transferred calls awaiting pickup.
To show User availability information for transferred calls, Salesforce Users must be mapped to the telephony provider Users, and Respect Agent Capacity must be turned on.
More Enhancements with Dynamic Related List Filters
Salesforce has included a small, but significant, update to the Dynamic Related List by allowing Users to apply multiple filter values (verses just one).
Salesforce notes, “Now when you filter dynamic related lists in the Lightning App Builder, you can select multiple filter values for picklist fields. For example, on the Contact record page, filter a dynamic related list to show all cases with a priority of Medium or High. Previously, you could filter by only one picklist value.”
How about Custom Address Fields
Out of BETA with Summer ‘22, and now generally available; Users can improve data accuracy and User Experience with custom Address Fields that mimic the behavior of a standard address field.
Reports and Dashboards Enhancements
Reports and Dashboards continue to receive updates. The new ability to review an Objects Report Types upon creation is a real time saver and great addition. Also, Salesforce now allows Users to find custom Report Types that contain specific standard or custom Fields.
Salesforce notes, “Streamline report creation by finding custom report types that include specific standard or custom Salesforce fields. You can filter report types by up to 20 fields to ensure that the report contains the fields you need. For example, find the right report type to show which accounts bought which products by filtering on Account Name, Opportunity Name, and Product Model Number.
Where: This change applies to Lightning Experience in Group, Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions.
This feature is a Beta Service. Customers may opt to try such Beta Service at its sole discretion. Any use of the Beta Service is subject to the applicable Beta Services Terms provided at Agreements and Terms.
How: To enable this feature, contact Salesforce Support.
To see this in action, create a report. In the Create Report window, click Filter. Search for one or more standard or custom Salesforce fields. Fields included via lookup or part of composite fields (such as geolocation or address) aren’t available as filter options.“
Automate Case Triage
Salesforce now allows Administrators to use Flow Builder with Einstein Case Classification to dynamically classify new Cases and route them to the correct Queue. Automation helps Users deliver more efficient and productive service experiences to increase customer satisfaction and reduce agent handling time.
Swarm on Customers Issues in Slack
Swarming with the power of Service Cloud gives Service organizations the tools they require to collaborate at scale with experts, solve customer issues, and report on Swarming participation and impact. Swarming gives Users the necessary tools to involve other experts and seamlessly log collaboration, participation, and ownership. So, your service team can collaborate with others to turn a new or complex issue into a closed case or incident.
Sort Tasks and Track Tags
Salesforce has provided Users a much needed uplift with ‘To Do List’ by allowing Users to see all the tasks assigned to them in one Component that’s available throughout Salesforce.
Within the App Manager, Administrators can add the To Do List to the Utility Bar for Users. What’s even better, Users can choose a task category or a label to focus on the related tasks.
Clone Lightning Apps is Here
In BETA, Salesforce now allows Administrators to create a new App in the Lightning App Builder by simply cloning another App. This is a HUGE time saver for Admins!
Connect Google to Salesforce with a Service Account
When setting up Einstein Activity Capture, Administrators can now connect to Salesforce with a Google service account. With the service account authentication method, Einstein Activity Capture Users don’t connect their own account, which simplifies the rollout.
Gmail or Outlook Associations Management Made Easier
Emails and Events that Einstein Activity Capture Users create in their Gmail or Outlook integration are captured and automatically associated to related records. Now Users can change these automatic associations from their Gmail or Outlook integration. Users can remove some, or all the associations, between an email or event and related records, or add new associations. Previously, Users could make these changes only in Salesforce.
About Michael Sturgis
Michael is a 6x Salesforce Certified Professional and founder of SCI 360, a Salesforce Registered Consulting Partner. He has been working within the Salesforce ecosystem for more than 15 years with experience in Sales, Implementations/Service Delivery, and Service Support. Michael has over 25 years of professional work experience and has been using Salesforce since 2003. Michael is also a proud member of Vetforce (USMC) and was recognized as one of Salesforce’s top 10 Trailblazer in 2018.