Tag: Einstein Call Coaching

Salesforce Release

Salesforce Summer 20 – Here are the Top New Features

Salesforce Summer 20 features are now live and available for the general customers. The new release includes over 300 innovations across the Customer 360 platform to help enterprises cope up with the current market shift. Here are some of the top highlights from the latest release:


Salesforce announced its new product Work.com in the month of May to help companies and communities safely reopen their business while putting employee health and safety first. In the latest Summer 20 release, two of the top features of Work.com Workplace Command Center and Emergency Program Management have become live. 

Workplace Command Center will help organizations assess return-to-work readiness from a single hub to reopen their workplace safely. Employee wellness, training completion, shift scheduling, and facilities preparedness can also be managed and monitored. 

Emergency Program Management is a part of the earlier announced Emergency Response Management suite of products. This product helps organizations support residents, communities, and agencies during crises by providing access to emergency information and replacing manual processes with streamlined application processes.

Click here to know more about Work.com. 

Service Cloud Voice

In order to enhance service agent productivity, customer satisfaction, and supervisor insights, Salesforce introduced voice into Service Cloud. Telephony channels can be integrated natively in the Service Cloud Console along with digital channels. Service agents use a single oni-channel module to accept customer interaction and with real-time call transcripts, they can connect workflows and next-best actions to the voice conversations. 

Sales Cloud: Einstein Call Coaching

With the new Einstein Call Coaching, sales reps can optimize customer interactions leveraging conversational intelligence. Managers can also get visibility into reps customer calls with the post-call insights. With Intelligent trend recognition, sales reps can create and improve strategies based on conversational trends. 


Salesforce also introduced Einstein Search and Customer Surveys to the platform. Users can design and embed surveys across customer journeys and integrate feedback to Salesforce objects to get better insight at each stage of the customer lifecycle. The power of Einstein Search will personalize search results based on a user and their work such as geography and industry. 

Healthcare & Life Science

To help healthcare service providers quickly access the disease spread and empower sales reps with clear inventory insights & the right equipment to meet current medical demands, Salesforce has rolled out a bunch of features. Sales Visit and Inventory Management empower sales reps with new visit & inventory planning tools to ensure they have the right products and resources at every visit. 


To engage shoppers and business buyers with comprehensive Commerce solutions, Salesforce’s new Commerce innovations allows users to deploy B2B Commerce with Lightning Experience in order to make it easy and fast for front end managers to run their sites quickly and stay connected to Salesforce data & processes. Apart from this, Salesforce has also introduced a set of other features & enhancements for B2C commerce customers including order management support for EMEA & ANZ, and other Order management enhancements.

Salesforce Private Connect 

With collaboration with AWS, Salesforce has introduced a secure, private communication between Salesforce and AWS. This means users can send private traffic between Salesforce and AWS regions without exposing that traffic to the public internet. 

To know more about the Summer 20′ release features, please click here.

*source: salesforce.com

Salesforce Anywhere

Top Five Features of the new Salesforce Anywhere App

COVID-19 pandemic has changed the way we have been working for the past many years and this has certainly transformed the way we are going to work in the coming days as well. Working from the office is now past and working from anywhere is the new normal. Looking at this new normal, Salesforce the global CRM leader has introduced Salesforce Anywhere – which will bring together all the new powerful technologies and platform services to help organizations enhance their productivity and drive a new level of customer success. 

Looking at the current business scenario and viewing the future: selling, promoting, offering customer service, using data and collaborating has become imperative for organizations. With Salesforce Anywhere, companies can advance their digital transformation journey and accelerate their success in the new world of work-from-anywhere.

What is this Salesforce Anywhere? How can it help your business? Let’s have a deep dive into this. 

With Salesforce Anywhere, companies can sell, service, and market from anywhere using the Salesforce Customer 360 & Vlocity industry-specific technology (Salesforce has acquired Vlocity this year). Customer 360 integrates the power of the cloud, social, mobile, and AI to offer a holistic view of each customer to drive seamless initiatives across sales, service, marketing, and more. While features like Service Cloud Voice, Einstein Call Coaching helps in delivering top-grade customer success from anywhere. With Vlocity’s industry-specific capabilities, organizations can leverage industry-specific apps, data models, workflows & APIs to embrace customer success.

Work from anywhere demands team collaboration and Collaboration has become seamless with the new Salesforce Anywhere app which embeds chat, alerts, comments, and video directly into the Salesforce system. Instead of using multiple external tools, and apps to engage with other teammates, collaboration can happen anywhere within the Salesforce record itself. Teammates can start chatting, via instant message or video, while looking at the same page together within Salesforce.

IT support has become one of the biggest challenges while working from anywhere. In order to mitigate the IT support dependency and make workforces productive, Salesforce has announced a partnership with Tanium (A leader in unified endpoint management & security service provider) to build an employee service solution (available in beta in Nov 2020). With the new employee service solution and employee data model, organizations can build, manage, and scale employee apps and services securely at a lightning speed to boost work from anywhere. 

With the power of the MuleSoft AnyPoint Platform, organizations can bring data from anywhere & with Tableau, they can view and analyze data patterns to unlock insights for smarter business decisions. The combination of MuleSoft & Tableau has recently been used to develop the COVID-19 Data Platform to deliver trusted COVID-19 data that can be visualized to help organizations work on safe return to work strategies. 

Last but not the least, leveraging the power of Einstein Recommendations for Trailhead & new learning content organizations can empower their employees to skill up from anywhere. Salesforce also announced a new live-stream series on Trailhead LIVE called Trail Together to guide learners with real-time interaction with the experts. 

The Salesforce Anywhere app is expected to be available in beta in July with customers globally & will be generally available in the fourth quarter of 2020. 

*source: salesforce.com

Learn more about Salesforce Anywhere App here.