Spring ’22 Release: Top Features for Sales, Service & Experience Cloud
The final countdown is on, Salesforce’s Spring ’22 Release is almost here. With the rollout planned globally over the coming weeks, let’s dive into some of the top features of this release for Salesforce’s key products: Sales, Service and Experience Cloud.
Spring ’22 Release: Housekeeping
Before we get into the fun stuff, let’s get a bit of housekeeping out of the way. And start by taking a look at some of the Release Updates that are scheduled to be enforced as part of Spring ’22 Release.
With this update, you can use reports to examine run-time details about your screen flows. Use these metrics to discover usage patterns and in turn to optimize your screen flows for users. This update is available for Salesforce orgs that don’t already capture run-time metrics for screen flows.
To improve security, users can no longer log in to Salesforce by using a username and password as URL query string parameters to the login URL. Any users who try to do so are redirected to the login page.
There are some additional Release Updates that relate more to the development side of Salesforce, you can check them out here in our other post: Spring ’22 Release for Developers.
Postponed Release Updates
There are a few key Release Updates that were scheduled to be enforced within Spring ’22 Release, have now been postponed, they include:
Product Sharing/Org-Wide Defaults
Configure a default No-Reply address from the Organization-Wide Addresses page from setup. Add an email address in Special Purpose Organization-Wide Email Addresses, then follow the steps outlined in the verification email sent to the new default No-Reply address. After you verify your default No-Reply address, set up and start the Test Run in the Release Update.
This update was first made available in Spring ’21 and was scheduled to be enforced in Spring ’22, but we postponed the enforcement date to Spring ’23.
In Lightning console apps, dialogs no longer stop you from interacting with the rest of the UI. This release update limits the focus of dialogs triggered by a workspace tab or subtab to only the tab that triggered it.
This update was first made available in Winter ’20 and was scheduled to be enforced in Spring ’22, but we postponed the enforcement date to Spring ’24.
Spring ’22 Release: Flows & Reports
Before we get into the cloud-specific changes, there are some really nifty new features relating to Reports and Flows in this release.
Flows (Builder, Runtime Improvements & Migration)
Salesforce continues to improve and add heaps of new features to Flow. With the migration/unification of Process Builders, Workflows and Flow into a single process automation tool.
As per the announcement last year, the roadmap for this migration looks like:
- Migrate from Workflow Rules to Flows in Spring ’22
- Migrate from Process Builders to Flows in Summer ’22
- Disable the option to create new Workflow Rules and Process Builder in Winter ’23
And so, with Spring ’22 Release we see the beta version of the ‘Migrate to Flow’ tool supporting the migration of Workflow Rules to Flows.
Flow Trigger Explorer
Flow Trigger Explorer, is a new feature which helps you dive into the Flows that may be applicable for the object/action within Salesforce, rather than hunting through the list view of Flows trying to find the specific flow.
So if you want to see flows that are associated with a specified object and that run when a record is created, updated, or deleted – now you can.
In this screenshot below, select an object (1) and a trigger (2) to see flows that run when a record for that object is created, updated, or deleted. See all of the before-save (3) and after-save flows (4) that run for the same object and trigger. Click a flow label (5) to open the flow in Flow Builder in a new tab. See any asynchronous paths (6) that are associated with flows that run for the same object and trigger. Click a menu dropdown and select Flow Details and Versions (7) to see details and activate or deactivate versions of the flow (8).
This change, also goes hand in hand with the ability for Admins to now also define the Run Order of Record-Triggered Flows for an Object.
Finding the Report Type you want to actually use, can be a pain in the backside sometimes. And Salesforce is now rolling out a beta version of the ‘enhanced report type selector’. (That’s a mouthful!).
With the enhanced report type selector, quickly access recently used report types and view the fields and objects that are included. See at a glance which report types are standard or custom, and keep the number of available report types manageable by hiding ones that you don’t need.
Salesforce is also rolling out a beta version of the In-Line Edit within Reports, allowing users to edit multiple fields at the same time. No need to re-run a report after making an in-line edit to a field…
Spring ’22 Release: Sales Cloud
New features for Collaborative Forecasts
One simple but killer feature – at least for Sales teams which use Collaborative Forecasts – is the ability for admins to now create a Custom Filter within a Forecast Type!
Rather than having all opportunities grouped together based on owner/territory… Forecasts gives you the ability to include or exclude particular RecordTypes, allowing sales team to improve their forecasting accuracy.
While we are talking Forecasting, Sales Leaders will now be able to view recent changes made to a forecast for their team, by checking the ‘Show Changes in Last 7 Days’ option:
When selected, users will be able to see changes made week-on-week, within each Forecast Category:
Sales Leaders now also have the ability to see ‘Gap to Quota’ and ‘Pipeline Coverage’ as new columns within their Forecast, allowing for quicker understanding of what is happening within their teams.
And for Admins, setting up a Forecast Type is about to become much easier. Spring ’22 Release combines Forecast Settings and the ability to now setup Forecast Types directly from the Setup Flow.
Pipeline Inspection: Overview
The use cases for Artificial Intelligence (AI) within Salesforce are countless. And we are seeing more features rolled out across the broad to surface key information that Sales teams can action.
Spring ’22 rolls out a few cool AI enhancements for Pipeline Inspection, surfacing information about when a deal isn’t predicted to close and other factors that could influence it.
In the picture below, you can see a snapshot of key opportunity metrics (1), insights that indicate a deal’s likelihood of closing (2) and informational insights about the opportunity or its account (3).
There may be a few dependancies for Admins, as per the release notes:
This change applies to Pipeline Inspection, available at no cost in Performance and Unlimited editions. Pipeline Inspection is also included with Revenue Intelligence, which is available for an extra cost in Enterprise Edition.
To show your users the opportunity score tier and related insights, make sure to set up Einstein Opportunity Scoring. Set up Einstein Deal Insights in Pipeline Inspection so your users can see which opportunities scheduled to close this month are unlikely to be won during the same month. Also, when you set up Einstein Account Insights, your users get more of the informational insights.
Pipeline Inspection: Activities
Activity and engagement details are also available within Pipeline Inspection. This allows sales users to see details about past and upcoming activity relating to their pipeline.
To view the tab, you will need to enable Activity Metrics with Einstein Activity Capture.
Below, you can see the Activity tab (1), total number of activities or activities broken down by type (2). See what activity is coming up (3) and the next step (4). Plus, review past activity along with relevant insights (5). Finally, take immediate action, for example, by sending an email (6).
Pipeline Inspection is also rolling out filters to track territory, territory team, and opportunity team pipelines.
Allowing leaders within sales teams, the ability to apply relevant filters and view team/territory pipelines in one location.
Finally, there is also a great flow visualisation within Pipeline Inspector. (If you have Revenue Intelligence, which is available for an extra cost in Enterprise and Unlimited editions).
This chart shows the changes to opportunities in different forecast categories over time. Users can filter results to see the data that’s most useful to them.
Einstein Activity Capture
Additionally there are some new features to give admins more control regarding how Einstein Activity Capture is configured. So you can check them out here.
Spring ’22 Release: Service Cloud
A big focus this release for Service Cloud appears to be on the Voice Channel improvements within Omni-Channel & Omni-Supervisor. These changes appear mostly for users who have either the ‘Service Cloud with Amazon Connect’ or ‘Service Cloud Voice with Partner Telephony’ (view the Telephony Models).
That doesn’t mean that the rest of Service Cloud was left out though – with a number of changes made. Some of the highlights I found include…
Incident Management within Salesforce continues to be improved. It is now supported in Omni-channel, related lists showing related Assets or parent incidents/etc and the ability to create Milestones/Entitlements too.
Now that multiple Lightning Components can be on a single page, the accuracy for Knowledge Article view counts has been improved.
And users can know share a Knowledge Article link which doesn’t expire.
And finally, Workforce Engagement received a swag of improvements, if you use that feature/product within Service Cloud.
Spring ’22 Release: Experience Cloud
The next release comes with some pretty small, but highly useful changes for Experience Cloud admins…
With Spring ’22, admins will now be able to archive Experience Cloud sites! Previously available as beta, this is now generally available!
Another ‘bonus’ for admins, when making updates to a site, if you deactivate the site Salesforce will display a branded Service Not Available page on your site to non-admin and customer users. However, Admins can still access the site, make updates, and see the changes in real time.
Additionally If you use Salesforce CDN, you have the ability to fully customise this ‘Service Not Available’ page. And your users won’t be redirected to a generic page URL. Instead they can remain on the page they tried to access and ‘refresh’ the page when site is back up.