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There were lots of gifts exchanged this Valentine’s Day, but there were also many given by Salesforce® the day before it. February 13th was the Salesforce Spring 23 Release date, when a whole host of new functionality was made generally available. In this article, I’ll focus on the five most exciting new arrivals in the Salesforce Spring 23 Release and explain why they could be very valuable for your organization.
1. Migrate to Flow Tool
The first — and perhaps most important — new addition in the Salesforce Spring 23 Release is the ability to easily convert Process Builder processes into flows. Flow is a more advanced, fast and efficient automation tool than Process Builder, offering greater capabilities and is suitable for more complex needs.
The ability to more easily convert existing processes into flows helps organizations to streamline their Salesforce solutions, making them clearer to use and modify. In turn, this can reduce their support needs (and associated costs) and the amount of time needed for bug-fixing or development such as adding an enhancement.
If you have an existing Salesforce solution, you may already have processes that could benefit from being converted to flows. VRP’s certified Salesforce consultants can help you to understand the benefits, possible impacts of changes and more.
2. Contact Center additions
Two powerful new features have now been made generally available as part of Salesforce Contact Center. They can help organizations to deliver more effective, proactive and personalized service that the customer is sure to love.
Einstein Conversation Insights is a new conversational intelligence feature that surfaces valuable insights about conversations between reps and customers. Managers and others can now zoom in on important moments and topics (e.g., products and competitors mentioned) quickly and easily. They can also use learnings to personalize reps’ coaching and shape their best practices.
Shift Scheduling helps agents and managers to adjust schedules according to customer demands. Management of team resources can be better directed, for the benefit of customers and employees. Omni Routing, meanwhile, has been created to ensure that work is routed to the most appropriate available agent, regardless of the communication channel.
Want to learn more about how this new functionality can help your business? Our Service Cloud experts will be happy to explore all the benefits that the new Contact Center additions can bring you.
3. Service Process Automation for financial services
Financial services organizations deal with all kinds of customer service cases. These range from those that are relatively simple to fulfill to others that may require the involvement of multiple employees and integration with other systems outside Salesforce. The new Service Process Automation capabilities in the Salesforce Spring 23 Release have been created with this in mind.
Using low-code/no-code tools, or with a pre-built process template as a starting point, firms can create and deploy automated processes to handle these service requests. They can even make API calls to a third-party system with the power of the MuleSoft Anypoint Platform.
Streamlining and automating service processes in this way has the potential to dramatically expedite cases, driving efficiency and customer satisfaction. We’re eager to help financial services organizations make the most of this new functionality.
4. Sales Cloud forecasting enhancements
The more personalized an organization’s sales forecasting is, and the closer it fits their business’s unique needs, the more valuable it is. That’s why Salesforce has included new forecasting enhancements for Sales Cloud in this release. They’re designed to allow sales managers and other leaders to customize their Forecasting page in even more useful ways.
It’s now possible to add a report, custom analytics chart or component to a Forecasting page. Because it’s what Salesforce calls a “FlexiPage”, you simply need to drag and drop each element into the Forecasting page — quick, easy, and no coding required. With everything they need right there in front of them, sales professionals can be better informed and make better decisions at all times.
Do you already use Sales Cloud? Or perhaps you’re considering implementing it at your organization, and you’re interested in its enhanced forecasting capabilities. Our Sales Cloud experts can help.
5. Account Discovery (CRM Analytics)
Account Discovery is built on top of CRM Analytics and provides dashboards and Einstein Discovery models that help you learn the health of your various accounts. It gives you the ability to quickly and easily identify which accounts have the most potential for growth, as well as the ones that require attention.
It provides at-a-glance information on key account health KPIs including general health (calculated via its own Einstein Discovery model), engagement, win rate, upside, average deal size, products purchased, activities and more. By opening the Account Inspector, you can view predictions for an individual account, including its score and the events that had an impact on it.
VRP Consulting can assist you if you’d like to start using this technology at your own organization. We can provide the CRM Analytics (formerly Tableau) expertise to give you powerful new analytics capabilities.
…and some of the best of the rest
I’ve covered some Salesforce Spring 23 Release features that we’re most excited about, here at VRP Consulting. But, that’s not all there is. As always, this new Salesforce release is huge — there are plenty of other great new additions. I’ll give you a quick summary of some of the other big highlights now:
- WhatsApp Business Messaging integration — quickly connect your Marketing Cloud and Whatsapp accounts to create and provide new messaging experiences for mobile customers.
- Salesforce Payments for B2B — enable Stripe payments easily in Commerce Cloud to provide convenient purchasing for customers in your B2B storefront.
- Conversation Milestones — embed specific call behaviors as milestones in your sales enablement program and surfaced by reps in the flow of their work to be completed by them.
Want to make the most of the Salesforce Spring 23 Release?
Whether it’s helping organizations transform their processes to streamlined flows, or launching great innovations in service, sales and more, the Salesforce Spring 23 Release has brought plenty to be excited about. We’re eager to unlock all the potential and value these new capabilities offer for our clients.
If you want to learn more about anything discussed here, or any of the other new features, you can read the Salesforce Spring 23 Release Notes. There’s a lot of information — and if you haven’t got time to go through it all, that’s where we come in. VRP Consulting can advise you on how any new features, as well as existing Salesforce functionality, can benefit you. Our Managed Services practice carefully reviews every Salesforce update in the context of clients’ Salesforce solutions and their business needs, to assess the impact of changes as well as any opportunities to enhance the value clients receive.
If you would like to know more, we’d be very happy to discuss the possibilities, so get in touch.
About the Author
Regional Chief Technology Officer, VRP Consulting
Dmitry is a Regional CTO of VRP Consulting. He is an established software specialist with over 10 years of experience in Salesforce Architecture and a Salesforce Certified Technical Architect (CTA).