Salesforce Summer'15 Release Overview Deck

Summer ’15 Release OverviewInstantly turn insights into action with the Customer Success Platform

Safe Harbor Statement

This document may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking statements, including: any projections of product or service availability, customer growth, earnings, revenues, or other financial items; any statements regarding strategies or plans of management for future operations; any statements concerning new, planned, or upgraded services or developments; statements about current or future economic conditions; and any statements of belief.

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Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of the salesforce.com website.

Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.

Any unreleased services or features referenced on our website, press releases, presentations or public statements are not currently available and may not be delivered on time or at all. Customers who purchase salesforce.com applications should make their purchase decisions based upon features that are currently available.

Summer ‘15 Release Milestones

Staggered Release Friday, 6/5(NA6, NA7, NA8, NA9, NA17, NA18, NA22, EU5)

Pre-Release Sign-upTuesday, 4/21

Staggered Release,Friday 5/22 (NA1)

Sandbox Preview Window Friday, 5/8(CS3, CS4, CS7, CS9, CS11, CS12, CS13, CS14, CS15, CS17, CS19, CS20, CS21, CS23, CS25, CS26, CS30, CS32 ,CS41, CS42 CS80)Saturday, 5/9(CS5)

April May June

Preview Release Notes4/23

Staggered Release Friday, 6/12(EU0, EU1, EU2, EU3, NA0, NA2, NA3, NA4, NA5, NA10, NA11, NA12, NA13, NA14, NA15, NA16, NA19, NA20, NA21, NA23, NA24, NA26, NA41, CS81)

& Saturday, 6/13(AP0, AP1, AP2, CS1, CS2, CS6, CS8, CS10, CS16, CS18, CS22, CS24, CS31, CS33)

Release Website4/23

Release Readiness LiveTuesday 6/2Wednesday 6/3

Sandbox Cut-off Date5/2

• Decide by May 2nd if you would like to participate in the Summer ‘15 Sandbox Preview

– If you have a full Sandbox, be mindful of the 29-day refresh policy and plan accordingly.

• Determine your Sandbox instance

– Setup | Deploy | Sandboxes

Sandbox PreviewDEFINITION: Force.com Sandbox customers are able to get early access to Summer ‘15 features to test new customizations and features before your production organization is upgraded.

https://www.salesforce.com/blog/2015/04/salesforce-summer-15-sandbox-preview-instructions.html

https://www.salesforce.com/blog/2015/04/salesforce-summer-15-sandbox-preview-instructions.html

Definitions of Release Types

Pilot: New feature or function available by invitation-only to a limited set of customers. The purpose is to gather feedback and data on product functionality, scalability, performance and usability, which will influence the direction, continued development, or roll out of the feature.

Beta: Minimum customer feature set made available to a set of customers on an opt-in basis, to gain early adoption and minor feedback on product that the team will be making minor, known enhancements to in order for product to meet marketable feature set. Must go GA within two releases.

GA: Marketable feature set ready for all customer production use and all functional, quality and performance requirements are complete.

Developer Preview: Provide early testing opportunities to Developer Edition orgs on upcoming developer technologies. The purpose is to solicit feedback for features that are not ready for a production release (Pilot, Beta, or GA). The Developer Preview is not backwards compatible.

Join the Release Community!

Stay informed, collaborate,

get your questions answered!

Release Readiness Community

Save the date! June 2nd and 3rd — Release Readiness Live broadcast

https://success.salesforce.com/_ui/core/chatter/groups/GroupProfilePage?g=0F9300000001oku

General Enhancements

Salesforce1 Mobile App

Community Cloud

Sales Cloud

Service Cloud

Chatter

Salesforce1 Platform Customization Enhancements

Salesforce1 Platform Development Enhancements

Agenda

Summer ‘15 Release Notes

http://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/salesforce_release_notes.htm

http://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/salesforce_release_notes.htm

What are the General Enhancements?

Data Loader for Mac

Setup Assistant

Additional Enhancements


http://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/rn_general_feature_impact.htm?edition=&impact=

http://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/rn_general_feature_impact.htm?edition=&impact=

Data Loader for Mac Finally a Salesforce Supported Data Loader Tool for Mac

Download Data Loader for Mac from

setup

Familiar and easy-to-use UI

Simple drag-and-drop installation

Setup Assistant for Newly Created OrganizationsIf you’re planning to set up Salesforce without consulting an implementation partner, Setup Assistant is here to help.

Wizards and targeted assistance help you complete basic configurations so you can get your sales teams up and running quickly.

The Setup Assistant helps you import data and customize your sales stages - all through easy-to-use wizards.

For additional assistance we’ve included helpful videos to get you and your teams on the way to increasing sales with Salesforce.

Other notable changes

Improved Data Import Wizard

We’ve enhanced the Data Import Wizard user interface to make your data import experience seamless and better than ever before.


Feature Release Type

Enabled for Users

Enabled for Administrators

Requires Administrator

setup.

Contactsalesforce.com to enable this

feature.

Salesforce Edition

Improved Data Import Wizard User Interface

GA P All

Data Loader for Mac

GA P PE, EE, UE, PxE, DE

Setup Assistant for Newly Activated Organizations

GA P GE, PE, EE, UE, PxE, DE

Salesforce1 Enhancements

What are the enhancements to Saleforce1?

Customizable Action Bar

Lightning App Builder

Rich Text Notes (Beta)

Lead Conversion

Additional Enhancements

Salesforce1 Enhancements

http://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/rn_mobile_feature_impact.htm?edition=&impact=

http://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/rn_mobile_feature_impact.htm?edition=&impact=

Customizable Action Bar

Reduce clutter in the Salesforce1 app Re-arrange the action items to increase user productivity

Customizable action bar Customize actions in the Salesforce1 app action bar

Customize the set of available quick actions on the action bar

Optimize for what your users do on mobile

Choose selection and order of standard and custom actions on object-by-object basis or in the global layout

Lightning app builder Point and click tool for developing lightning pages

Easily build rich apps with standard and custom UI components

Design apps for every screen with responsive templates

Deliver custom apps to your employees in minutes

Limited to creating homepages in Summer ‘15

Create Custom App Pages with the Lightning App Builder (GA) Point-and-click tool makes it easy to create custom app pages for Salesforce1

Standard components

provided by SFDC

App design canvas

One-click activation to enable the application

Select the device to preview the app as: Phone, Tablet or

Tablet preview mode

Custom Lightning Components built by developers or

ISVs

Find additional components on AppExchange

Zoom out to see the whole page

What’s in an App

LightningPageLightning

Components

Global Actions

Apps in Salesforce1

Rich Text Notes

Notes (Open Beta) Enhance your user’s note taking capabilities

• Notes, an enhanced version of the Salesforce note-taking tool that lets your users take better notes faster

• It’s quick and easy. No more Post-its and third-party text apps, allowing users to capture your thoughts in just a few steps.

• It’s optimized for sales. Users can keep their notes private, or relate them to multiple Salesforce records of nearly any type. You can even create tasks right from your notes!

• It’s cross-platform. Whether you’re on a phone, tablet, or desktop, it’s easy to create, view, and search notes right from within Salesforce.

Lead Conversion

Lead convert is generally available Increase productivity by converting leads on to go..

Easily convert qualified leads into contacts with one tap

Now able to create account upon converting

Quickly create opportunities once leads are converted

Create new accounts and opportunities during lead conversion

Convert Lead Action Item

New Opportunity

Success!

New contact, account, and opportunity created

Salesforce1 Additional Enhancements

Other notable changes

• Use state and country pick-lists when creating or editing records

• Access more external data with Lightning Connect

• Automatically update key related fields when changing an opportunity’s stage

• Receive in-app notifications about posts and groups

• Add multiple topics to posts (Mobile browser app only)

• Use global search to find posts in the ‘All company feed’ (Mobile browser app only)

Mobile Enhancements


Enabled for Users Enabled for

Administrators


setup.


feature.

Salesforce Edition

Customization of Action Bar in Salesforce1

GA PGE, PE, EE, UE, PxE, DE,

Personal

Salesforce1 Lead Convert


Notes Open Beta P P EE, UE, PxE,



Community Cloud Enhancements

What are the enhancements to Community Cloud?

Community Management

Community Builder

Community Templates

Community Reporting

Additional Community Enhancements

Community Cloud Enhancements

http://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/rn_networks_feature_impact.htm?edition=&impact=

http://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/rn_networks_feature_impact.htm?edition=&impact=

Community Management

Topic Management Community managers can now manage all the topics in a community

Admins can seed the community with topics by creating them from here

Admins can merge topics

Admins can search for topics, which will filter the topic list below with the results

Admins delete or rename topics by clicking on individual topic rows

Topic Management (continued) Community managers can now manage all the topics in a community

Admins can seed the community with topics by creating them from here

Admins can merge topics

Admins can search for topics, which will filter the topic list below with the results

Admins delete or rename topics by clicking on individual topic rows

Custom 404 Error Page Use a custom VisualForce 404 Error Page

Check this option to enable custom 404 error page

New Overview Page

New Community info, including new feature info, guides, help, and more.

Clearer call to action for Community Builder

Tips for increasing community engagement

Page OverridesAdmins can override default pages with VisualForce or Community Builder pages.

Override default page with a Visualforce or

Community builder page

New node with additional page overrides

New page override for forgot and reset password

User Lookup in Network MembersAdmin can add user lookup fields to Community CRTs report and get deeper insights

Access lookup field popup for NetworkMembers

Access parent objects (User, Role, Profile…)

Select field to add to the CRT

Custom RecommendationsEasy creation of actionable recommendation, created by the community manager

Community Manager creates the

recommendations

Preview the recommendation before

enabling it in the community

Customize in Community Builder Easy creation of actionable recommendation, created by the community manager

Community Manager can customize, place and

brand the recommendations in Community Builder

Custom RecommendationsShow recommendations to users across interfaces and let the navigate between them

Recommendations shown to users in the community

and let’s the user navigation through them

Recommendations are shown on responsive

mobile website

Community Builder

Publish a Community Built in Sandbox

The Publish feature is now enabled for communities that are built in sandbox

Community Templates

NOTE: Some of these capabilities are also available to customers using communities not built on templates.

All Templates: New Feed on Community Cases Case Feed can now be used on case detail page to provide complete view of case history

Using the publisher community users can create posts and

attach files to the case.

The chatter feed on cases is now available for the templates. This has all the inherent

functionality of chatter: inline image previews, bookmarking, likes, comments,

etc.

Customers only see feed items that are externally visible (‘All with Access’)

Emails and social posts (like tweets) now show as part of the history of the case.

All Templates: New Case List View

Configurable, easy to browse new list view for cases on the profile for Koa, Kokua, and Napili

Sort by any column by clicking on the header.

All Templates: File Attachments on Articles

File attachments now available for Knowledge articles.

Provide Customers with additional Content on Help Site

Koa & Kokua Templates: New Profile Page Improved Profile View, including abilities to upload profile photos and update contact information

Users can now upload their profile photo, contact information, and view their cases

Napili Template: New Knowledgeable People on Topic PageKnowledgeable People is now available in the Napili template and includes the Best Answer signal to indicate which users are knowledgeable about topics

Knowledgeable people on the topic page

Napili Template: New Privacy SettingsCommunity members can now update their privacy settings

New privacy setting enables users to hide or display their contact information to unauthenticated users in the community.

Community Reporting

Role-based external users can now create and edit reports in Communities

New perms on role-based external user profiles to grant

create/edit on reports

External users with create/edit permissions can create and save

reports in private folders they have access to or save the report to their

personal folder

External users can create, edit, and delete reports they own

External users can select different report types

External user can drag and drop object fields into the

report.

Create and Edit Reports Role-based external users can now create and edit reports in Communities

External user can create or update his reports in Report

Builder

External user can save or clone (“Save as”) reports

in their personal folder or in private shared folders

Partner user can mass-email and mass-assign his contacts and leads on a campaign

Partner user can own or edit a campaign

Partner user can add and remove members

Partner users can create/edit Campaigns and mass-email their contacts and leads

New License DashboardAdmins can track license usage in real-time

Track member-based licenses used vs

purchased across communities

Quick view into your current member-based

license usage

Monitor usage by license type

Quick view into your login-based licenses logins - tracked daily!

Monthly trend on logins usage makes it easy to

track overage

Additional Community Enhancements

Feed Enhancements: Edit Post/Comment

User with permission and Community

Managers can edit the posts and comments

Users and Community Managers are able to edit their posts and comments

Community Managers have the right to edit any post or comment in the Community and control perms on which users have access to edit.

CUSTOMER IDEA: Edit post was submitted by a customer via the Idea Exchange.

Records on GroupsBuild a relationship between Records and Groups within Communities

Pick the record type

Add existing record to the group

Select & add the record to the group

Related list of records in the group

On records, see related list of Groups that are visible within that community

Create approval workflow processes for external usersExternal user can see approval list on record

Track approval request status

Filter by partner or customer role-based users

Any role-based external user can be added to the

queue (customers, partners)

Enhanced Workflow Approval

{!any_object.Link} merge field renders a community link for external users

Merge field renders a community link if

recipient is an external user

Admin can select each option independently (e..g: apply assignment rule but do not show on Case)

Case and Lead Assignment Rules Can Now Be Turned On By Default

Community Enhancements**


Enabled for users



setup.


feature.

Salesforce Edition

Community Case Feed GA P EE, UE, PxE, DE

Records in Groups for Communities

GA P GE, PE, EE, UE, PxE

Feed Editability GA P GE, PE, EE, UE, PxE, DE

Custom Recommendations GA

PEE, UE, PxE, DE

Community Enhancements **


Enabled for Users Enabled for

Administrators


setup.


feature.

Salesforce Edition

Self-service Template Enhancements

GA P EE, UE, PxE, DE

Community Builder Enhancements


Community Management Console


Sales Cloud Enhancements

What are the enhancements to Sales Cloud?

Salesforce Engage

Data.com Prospecting Insights

Partner reporting & management

Collaborative Forecasting

Salesforce App for Outlook

Additional Sales Cloud Enhancements


http://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/rn_sales_feature_impact.htm?edition=&impact=

http://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/rn_sales_feature_impact.htm?edition=&impact=

Salesforce Engage

Salesforce Engage: Core Capabilities

Engage Alerts Engage Campaigns

Engage Reports Engage for Gmail

SalesforceEngage

Engage Alerts

Real-time feed of prospect actions

Configure which activities appear in

feed

Monitor prospect activity from a mobile

phone

Engage Campaigns

Launch 1:1 or 1:many campaigns

Use a marketing-supplied template or create a free-

text email

Engage ReportsEngage Reports

Interactive, graphical dashboards Track clicks, opens, and

overall click through rate

Filter to see only Template emails or only non-

template emails

View list of all emails sent through Salesforce Engage

and key data

Engage Reports

Interactive, graphical dashboards Track clicks, opens, and

overall click through rate

Filter to see only Template emails or only non-

template emails

View list of all emails sent through Sales Cloud Engage and key data

Engage for Gmail

Launch Engage Campaigns from within Gmail in one

click

All emails sent are logged in the prospect/lead account in

Pardot/Salesforce

Data.com Prospecting Insights

Prospecting Insights available on Account detail page

Prospecting Insights button is accessible for all Prospector

subscribers

Business and financial details help you understand a prospect’s business

Insights are generated for accounts imported from or cleaned by Data.com

Key business details provide an overview of the company and

location-specific data including square feet, ownership, etc.

Visual UI enables users to quickly assess how the company

is trending and review key indicators such as S&P and

Fortune ranking

Competitors and contacts help you understand the competitive landscape

Graphical display allows users to quickly see and

get contactsUp to top 8 competitors with a flag denoting primary

competitors

Industry Details

Call prep questions are crafted by industry experts to help guide

research and conversation topics

Trends and opportunities describe how events and

issues are affecting businesses in the industry

Industry details make it quick and easy to get up-to-speed on a

prospect’s industry

Users may choose from a list of related industry for more targeted

content

Partner Reporting & Management

Role-based external users can now create and edit reports in Communities

New perms on role-based external user profiles to grnat

create/edit on reports

External users with create/edit permissions can create and save

reports in private folders they have access to or save the report to their

personal folder

External users can create, edit, and delete reports they own

External users can select different report types

External user can drag and drop object fields into the

report.

Create and Edit Reports Role-based external users can now create and edit reports in Communities

External user can create or update his reports in Report

Builder

External user can save or clone (“Save as”) reports

in their personal folder or in private shared folders

Partner user can mass-email and mass-assign his contacts and leads on a campaign

Partner user can own or edit a campaign

Partner user can add and remove members

Partner users can create/edit Campaigns and mass-email their contacts and leads

Collaborative Forecasting

Cumulative Forecast Rollups Cumulative forecast category now displayed

Salesforce App for Outlook

Use the Salesforce App for Outlook to view Salesforce records related to an email

Automatically displays Salesforce records related to an email, including:- People, like Salesforce

Contacts, Leads, Person Accounts (if on), and Users

- Accounts- Opportunities- Cases

See related records, like accounts, opportunities, and cases.

One-click launch when users select an email.

Create a new contact if an email recipient doesn’t already exist in Salesforce.

Territory Management

Territory Management enhancements

Specify Opportunity Territory Assignment

APEX Class

Assigned Territory on Opportunity Record

Additional Territory Management enhancements

Use Chatter to Collaborate on Territory ModelsIf your organization uses Chatter, your team can now use it to collaborate on territory model development.

Buttons and Links Now Available for Territory Model and Territory PagesGive your team easy access to territory-related features, tools, and data within Salesforce by defining buttons and links and adding them to territory model and territory page layouts.

Integrate Territory ID information from External SystemsStore, search for, and report on territory IDs you maintain in external systems

Work.com

Improved badge detail Work.com Enhancements

http://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/rn_workcom_feature_impact.htm?edition=&impact=

http://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/rn_workcom_feature_impact.htm?edition=&impact=

Visual metric indicators

Coach against real metrics anywhere you go



Enabled for Users



setup.


feature.

Salesforce Edition

Salesforce Engage**


Data.com Prospecting Insights**

GA P CME, GE, PE, EE, UE, PxE

Salesforce1 Lead Convert with Dupe Checking


Cumulative Forecast Rollups


Notes Open Beta P EE, UE, PxE


Enabled for Users



setup.

Contactsalesforce.com to

enable this feature.

Salesforce Edition

Opportunity Territory Assignment


Chatter Feed on Territory Model


External Id Type Custom Field on Territory Object


Buttons, Links, Actions on Territory Page


Enterprise Territory Management Enhancements


Enabled for Users



setup.


feature.

Salesforce Edition

Recognition Platform Enhancement GA P PE, EE, UE,

PxE*, DE

Salesforce1 Performance GA P PE, EE, UE,

PxE*, DE

Coaching GA P PE, EE, UE, PxE*, DE

Enhanced Goals GA P PE, EE, UE, PxE*, DE

Work.com Enhancements**

Service Cloud Enhancements

What are the enhancements to the Service Cloud?

Omni-Channel

SOS

Live Agent

Case Feed in Communities

Knowledge

Social Customer Service


http://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/rn_service_feature_impact.htm?edition=&impact=

http://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/rn_service_feature_impact.htm?edition=&impact=

Omni-Channel

Omni-Channel lets contact centers send any type of work to their agents.

Contact centers can manage priorities, capacities, & availability so agents receive

work - rather than pulling it from queues.

Remove the ability for agents to arbitrarily pick-and-choose work and eliminate the need

for a manager to triage or dispatch work.

Work is pushed to the best, available agent in the Service Console in real time.

Introducing Omni-Channel for Service Cloud

Agent Presence

WorkloadMgmt

IntelligentRouting

Push & Screen

Pop

Omni-Channel for Operations

What service channels or sources of work does the org support?

What’s the relative priority of the work handled by the staff?

Which agents or staff can handle the work in each channel?

How much workload can the different agents handle across all the channels they support?

How much capacity do items from each service channel consume of the agent’s capacity?

Concurrent Capacity

Concurrent Capacity

Create Service Channels

Create Routing Configs (specify a routing priority and model) and associate to Service Channels

Create Queues, associate to Routing Configs, specify work type, and associate to Users/Public Groups

Create Presence Configs and specify Capacity

Create Presence Statuses and associate to Service Channels and Users/Profiles

Ser

vic

e Sal

es

Agent Presence and Push Manage availability and receive work in real-time

Presence: Set availability to receive work items and view incoming work requests. Status indicated in widget

for agent for ease of use.

Notify and Accept: Presence box flashes/rings, and displays request

type with options to accept and decline based on admin setup

Customize Info: Use the object’s compact layout to tailor textual info presented to agent

Agent Presence and Push (continued) Work screen popped into Console upon acceptance

Screen Pop: Associated entity popped in context to the agent

(in this example, the Lead)

DEFINITION: Work items have statuses for the routing and acceptance.Assigned - item routed to agent and in widget for acknowledgmentOpened - item accepted and opened in the ConsoleDeclined - item declined by agent

Omni-Channel for Administrators at a Glance

Pushed to agent

in console

email

Emailcomputer

WebusergroupCommunit

yshare

SocialchatChatvideoSOS

carDevic

e

Co

mm

un

ica

tio

nSalesforce

Objects

CR

EA

TE

AS

SIG

N T

O

QU

EU

E

Prioritize, Size, and Route

Example Queue 1 Routing Config

Priority

Size

= 1= 1

unit

Example Queue 2 Routing Config

Priority

Size

= 2= 50%

Routing Config

Priority

Size

= 3= 2

units

SOS

Available & Has

Capacity?

Salesforce

3rd Party

Assign to Queue

- Workflow- Assign Rules- APEX/VF- Manually

nth … 2nd 1st

nth … 2nd 1st

Wor

k Ite

m fo

r O

bjec

t Add

ed to

Q

ueue

Accept?

No, back

to queue

- Agent Work record opened - Screen popped in agent’s workspace

textmobile

SMSphone

Voice

Setup- Associate a Routing Configuration to the queue- Assign objects and agents to queue

Work Item SizeEach pie is an agent’s capacity

Size

50%

Size1 unit

Size2 unit

s

Items are ordered for routing first by the priority of the queue, then by the age of the item (oldest items are routed first). Omni–Channel routes items to available, capable agents with capacity.

Agent Setup- Assign to queue(s)- Assign to Presence Configuration- Assign to Presence Status(es)

Setup- Create a Service Channel for each object- Create Presence Status so agents can be “available” for the channel

Case

Lead

Custom

Example Queue 3

nth … 2nd 1st

Native integration inside Service Cloud - With SOS, companies can now deliver immediate, personalized and contextual mobile support on the devices their customers use everyday!

SOS Widget

SOS Session Object Tab

SOS Widget (resizes dynamically)

Agent Toolbar

Agent Console Experience

Presence status set to ‘Online’ Allows agents to accept SOS Sessions

Custom Data to help to give context to Agent

Agent can ‘Accept’ to launch SOS session

Use Omni-Channel routing to ‘PUSH’ SOS sessions to agents

Omni Channel Widget is added

to Console

SOS Session Benefit from a collaborative and shared service experience

Radial UI Movable ‘Hot Corners’ Video Container

Multi-Monitor Support

Show/Hide SOS button based on

Agent availability

Two-Way Camera

Two-way Video UI

Forward Facing

Camera

Enable Backwards

Facing Camera

Flickable Video Container

Hot Corners for Video

Container

Enable Forward Facing Camera

Shared Service Experience with Agent Transform Business With Video

Live Agent

Chat Conference Two heads (or 3 or 4) are better than one

Bring in additional expertise while chatting

Enable feature through Live Agent Configuration

Conference request to a specific agent or skill

Customers are informed when other agents have joined the conference

Conferenced-in agents receive chat conference notification in Console

Conference notification includes transcript preview to provide background

Records attached to chat are screen popped when agent accepts conference request

Conference owner (oldest agent in chat) controls attaching records to chat

Chat Conference (continued) Two heads (or 3 or 4) are better than one

Conference in other staff while chatting

with customers

Agent notified of conference request and

receives transcript preview.

Transfer Workspace on Chat Transfer & Conference Provide context and streamline ramp-up for the “next” agent

When an agent accepts a chat transfer or conference request, the attached records are now automatically opened in the receiving agent's Console

When an agent initiates a transfer or conference request, Live Agent checks:

• For unsaved information in any of the attached records (to ensure all info is up-to-date before another agent is involved)

• Whether there are records in sub-tabs open but not attached (to ensure that the agent didn’t forget to attach record(s)

• Agents are prompted in both cases

Agents only receive and have records popped to which they have access (consistent with Salesforce object and record-level sharing)

Block Unwanted Visitors Rule-based IP blocking of unwanted chat visitors

Administrators can implement blocking on an IP address and range

Agents can block customers with whom they’re engaged in active chats

Block rules evaluated when a customer requests a chat

Customers receive message indicating they’ve been blocked

Message can be customized on custom chat windows

Chat Transcript and Transcript Event

Chat transcript generated for request, new status for “Blocked”

New transcript event for the block

New “Cancel Chat” button added to standard chat window for customers to cancel while they’re waiting to reach an agent

Previously customers could only cancel using the browser

• Some browsers offer limited events to detect when and if the customer has closed the window

• Led to chats remaining in queue for additional time and an inability to track abandoned chats

New Live Agent Visual Force Component, <liveAgent:clientChatCancelButton>, available for custom chat windows

Chat transcript event for “Visitor Left” and “Cancelled by Visitor”; chat transcript “Abandoned After” records time.

New button for customers to cancel requestCancel Pending Chat Request

liveAgent:clientChatCancelButton

Agent Console UI Refresh Modernized look-and-feel and enhanced consistency with overall Agent Console

Chat Toolbar: icon style updated for consistency

and reordered

Chat Messages: new layout better distinguishes

different actors and modernizes the feel

Tab Notifications: notification style made

consistent with Console

Chat Notifications: new icons for transfer and conference request

Case Feed in Communities

Case Feed in Community Templates

Using the publisher community users can create posts and

attach files to the case.

Attachments show all attachments on the case (incl. chatter files) the community user has

access to.

The chatter feed on cases is now available for the templates. This has all the inherent

functionality of chatter: inline image previews, bookmarking, likes, comments,

etc.

• The case feed component and publisher can be added to all three templates - Koa, Kokua, and Napili

Case Feed in Community Templates (Cont.)

A community user will only see feed items that are marked to be externally

visible (‘All with Access’)

Add comments and at mentions from the community on case

feed items.

NOTE: These capabilities are also available to customers using custom visualforce or tabbed communities for service as well - they are not specific to the templates.

Email and Social Posts on the Case

Emails sent to the contact on the case or from the contact on the case are automatically visible in the community, others are not.

• Emails and the associated feed items can now be made visible to community users in the case feed

All social posts related to the case will be visible in the case

feed of the community.

Agent Case Feed

Using Community publisher agents can now create chatter posts on the customer case.

Agents can quickly toggle whether a given post is visible in the community

using a new action to ‘Make Public/Private’

(Supported for File, Text, and Link posts)

Feed items which are visible in the community are now visually

distinguishable with an orange background color and an icon.

• To support communication with customers in the community via the feed there are a number of new features available in the agent compact case feed in the console

NOTE: These capabilities are also available to customers using custom visualforce or tabbed communities for service as well - they are not specific to the templates.

Bulk Macros

Bulk Macros

When multiple Cases are similar, solving them one by one, even using Macros is not very efficient. With the Summer‘15 release, Agents can now Apply a Macro to multiple records at once from a list view. A common use case is to send an Email update to multiple customers at once, creating follow up task, or even qualifying Cases in bulk (Priority, Status…)

Apply a Macro to multiple record at once!

What defines a Bulk Macro versus a regular Macro?

Actions are not Submitted.

Cannot be applied in bulk

Can be applied in Bulk or on a single Record

Can only be applied on a single record. It contains some

instructions which are not supported yet (Social,

Community and Knowledge)

Bulk Macros Check the results directly from the list view

Green = successful Red = Error (you can hover the icon to get more detail)

Knowledge

Attach to case from Article Detail page (in Console)

When in Console, there will only be an

“Attach to case” button. “Attach and return to case” is not needed since you can just go to the case tab

in Console.

When in Console, after you have clicked the “Attach to

case” button, it will become a “Detach from case” button.

Attach to case from Article Detail page (not in Console)

When searching for an article from a case (not in Console), a user can

choose to “Attach to case” and stay on the Article detail page if not done yet or “Attach and Return to case”.

After the user has clicked the “Attach to case” button, it will become a “Detach from case”

button.

If the user wants to link multiple articles from the list, they can get back to the list using the “Back to

Knowledge Search” link.

Convert Ratings to Thumbs up/down (Beta in Aloha only)

Total votes for thumbs up and thumbs down

shows on articles.

Convert Ratings to Thumbs up/down (Beta in Aloha only)

When on the Article Detail page, a user can vote. If user votes thumbs up, it shows up green. If user votes thumbs down, it

shows up red.

Link to Article in Social Publisher in Case Feed

When the Social Publisher is in focus, if you choose to Share Article Link from a

public Knowledge Article, the link will be posted to the

Social Publisher

Social Customer Service

Basic Business RulesPoint-and-click configuration for basic logic behaviors for Social Customer Service

Admin can select options for behavior of inbound

data for SCS

Basic business rules only available if Default Apex is

selected

Improvements to Agent Twitter Direct Message ExperienceImproved status information and contextual errors to assist agents to DM efficiently

Removed Can’t direct message label

Contextual feedback errors with refresh action

if appropriate

In Reply To field, if on Quick Action layout, shows following relationship between currently

selected Managed Social Account and the customer

Twitter handle

Starter Pack Case ModerationStarter Pack Customers Can Decide Manually Which Posts Become Cases

Admins can decide whether they want cases automatically

when posts come from a particular social account

Additional Social Post FieldsImproved status information and contextual errors to assist agents to DM efficiently

Additional social post fields become available for routing; note some fields require setup in

Social/Radian6 product


Enabled for Users

Enabled for Administrator

s


setup.


feature.

Salesforce Edition

Bulk Macros GA P P EE, UE, PxE

Community Case Feed GA P EE, UE, PxE,

DE


Omni Channel Enhancements**


Enabled for Users



setup



Salesforce Edition

Agent Functionality in the Service Console

GA P P EE, PxE, UE, DE

Omni-Channel Setup GA P EE, PxE, UE, DE

APIs (SOAP & Console integration kit)

Limited Beta P P EE, PxE, UE, DE

SOS Enhancements**


Enabled for Users



setup.



Salesforce Edition

SOS SDK (ios) GA P EE, UE, PxE, DE

SOS SDK (Android) Open Pilot P EE, UE, PxE, DE

Session Recording GA P EE, UE, PxE, DE

Two-way video Open Pilot P EE, UE, PxE, DE

Agent Availability API GA P EE, UE, PxE, DE

Omni Channel Routing Open Beta P EE, UE, PxE, DE

Live Agent Enhancements**


Enabled for Users



setup.

Contactsalesforce.com to enable this feature.

Salesforce Edition

Chat Conference GA P EE, UE, PxE, DE

Transfer Workspace GA P EE, UE, PxE, DE

Block unwanted visitors


Agent Console UI Refresh GA P EE, UE, PxE, DE

Auto-away on Push Timeout GA P EE, UE, PxE, DE

Cancel Pending Chat GA P EE, UE, PxE, DE

Knowledge Enhancements**


Enabled for users



setup.



Salesforce Edition

Attach to Case from Article Detail GA P P PE, EE, UE, PxE, DE

Rating Thumbs Up and Down Beta P P PE, EE, UE, PxE, DE

Article File Field in Salesforce1 and Community

GA P P PE, EE, UE, PxE, DE

Article Link in Social Publisher GA P PE, EE, UE, PxE, DE

Social Customer Service Enhancements **


Enabled for Users



setup



Salesforce Edition

Basic Business Rule GA P EE, UE, PxE

Improved Twitter Direct Message Following Status

GA P EE, UE, PxE

Starter Pack Case Moderation

GA P EE, UE, PxE

Additional Social Post Fields GA P EE, UE, PxE

Social Customer Service Enhancements** (continued)


Enabled for Users



setup.


feature.

Salesforce Edition

Delete Outbound Posts : Google+ & Sina Weibo

Open Pilot P P EE, UE, PxE

Admins can clear inbound post errors

GA P EE, UE, PxE

Inbound Processing improvements

GA P EE, UE, PxE

Chatter Enhancements

Chatter Feed Enhancements

Salesforce files Enhancements

Group Enhancements

Additional Chatter Enhancements

What are the Enhancements to Salesforce Chatter?


http://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/rn_chatter_feature_impact.htm?edition=&impact=

http://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/rn_chatter_feature_impact.htm?edition=&impact=

Chatter Feed Enhancements

Edit Feed Posts/CommentsEasy Edit and Save:

User and community manager can edit the posts and comments

Updated Timestamp:The new timestamp will

replace the old timestamp.

Salesforce Files Enhancements

Seamlessly Connect, Sync and Share Files with Any User in the Flow of BusinessSalesforce Files: Summer ‘15 Themes

Sync Files Across Devices

Connect Any File Source

Share FilesIn Communities

Experience Unified Files & Folders

Sync Certified ContentTo Your Desktop

Publish File To Content Library

Select From Salesforce in Self-Service Communities

Connect With Google Drive

Access to Google Drive from the S1 hybrid app and the Desktop UI.Files Connect for Google Drive

Files Connect in the S1 hybrid app

Access to the unified recent list of Files from the Files App in stage left

Files Connect in the S1 hybrid app: Key Capabilities

Post an external file

Search in any specific external data sourceFiles Connect scoped search

Sync Content Files:

Content Files can be Synced down;

“Product Designs” is a File in “Design Assets” Library that can be Synced

Sync to Specific Folder:

Choose a Folder to Sync from web; “Marketing” in this case File is Synced to the

Marketing folder below

Sync to Specific Folder: (Continued)Files can be synced from multiple locations.

FeedFile Lists

File Detail Page

Chatter Group Enhancements

Supercharge your group by pinning even more

important content in the Information section

Group managers can now drive group members to discover critical content with links to objects inside of Salesforce, valuable online resources and general information.

Group Enhancements

Previous releasesIn Summer ‘15

Group Enhancements In-app notifications on Salesforce1 for posts in Groups

Notification:Notify users the

new updates in the group

Settings:You will see these new

notifications only on groups where you set

Email me … → Every Post. This change must be done

within the full Salesforce site.

Salesforce1 Feed Enhancements

Stencil (Placeholder):Reduces the perceived

delay when feed is loading

New Posts Button:Notification alerts for new feed posts

appears in S1

Other Chatter group enhancements

Manage Which Custom Object Records Can Be Added to Groups

Starting with Summer ’15, you can choose which custom object records users can add to groups. Previously, all custom object records were allowed. This feature gives you more control over the type and number of custom object records that users can add to groups going forward.

Unlisted Groups Allow Non-Unique Names

For increased privacy and security, you no longer need to use unique names for unlisted groups. Public and private groups must continue to use unique names.

Group Email Enhancements

Email notifications from groups have been upgraded to use FreeMarker Template Language with some formatting improvements.

Additional Chatter Enhancements

Posts gathered by their Parent Group.

Highlights when you are @mentioned for

visibility

Header includes Group Picture for branding

identity

To Me: Posts on your wall and where you are mentioned come first!

Mobile: Layout is optimized for mobile

Extra context is added for objects: Fields are controlled by Compact

Layout

Unified User Digest Email – quickly identify posts that are important to you

Unified User Digest (continued)

“What I Follow” section contains content from

Records and Users you follow

Posts are grouped by “parent” and presented in order most recently

viewed.

Emails carry your custom branding!

Include a custom footer, logo, and “from” email

address.

Rich Content Preview

Content Preview:

Shows the content of the link in

feed

Embed.ly addition allows users to see content preview of ESPN, CNN, Amazon, Facebook and Etsy

Reporting on Record Feeds

Create reports on any object feed. Measure Chatter

activity on records

The Chatter package comes with a sample ‘Account Activity’

dashboard, CRTs and Reports



Enabled for Users



setup


feature

Salesforce Edition

Feed Editability GA P P GE, PE, EE, PxE,

Feed Enhancements in Salesforce1

GA P GE, PE, EE, PxE, UE, DE

Unified User DigestLimited

Beta P P GE, PE, EE, PxE, UE, DE

Reporting on record feeds GA P GE, PE, EE,

PxE, UE, DE

Salesforce Files Enhancements


Enabled for Users



setup


feature.

Salesforce Edition

Files Connect in the Salesforce1 hybrid app

GA P P EE, UE, PxE, DE

Files Connect for Google Drive


Files Connect Scoped Search GA

P PEE, UE, PxE, DE

Salesforce Files Enhancements (continued)


Enabled for users



setup.


feature.

Salesforce Edition

Managed Version Beta P EE, UE, PxE, DE

Sync File to Specific Folder


Sync Content Files GA P EE, UE, PxE, DE

Support 10K files GA P EE, UE, PxE, DE

Salesforce1 PlatformCustomization Enhancements

What are the Salesforce1 Platform Customization Enhancements?

Lightning Connect Salesforce Connector Apex Connector Framework

Platform Encryption Security and Identity Enhancements General Updates

Customization Enhancements

http://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/rn_forcecom_custom.htm?edition=&impact=

http://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/rn_feature_impact_header_forcecom_developer.htm?edition=&impact=

Lightning Connect

Lightning Connect Salesforce Connector Access Data Across Multiple Salesforce Organizations

Choose to link to a production, sandbox,

or pre-release org

Choose to connect to publisher org as a

named user, or have each user in the org

provide a unique user

Built on the Lightning Connect framework, the Salesforce

Connecter makes linking multiple orgs together a breeze

Choose to connect with un/pw or through OAuth

2.0

Lightning Connect Enhancements

http://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/rn_forcecom_external_data_feature_impact.htm

http://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/rn_forcecom_external_data_feature_impact.htm

Lightning Connect Salesforce Connector (continued)

Select any objects to sync that the

connection user has access to

Select object with a simple declarative wizard

Single button sync and creation of the External

Object(s)

Synced External Object can be accessed as any

other custom object

Lightning Connect Salesforce Connector (continued)

Link external objects to standard or custom

objects in the subscriber org

External objects appear as any other object in the

org

Synced External Object can be accessed as any

other custom object

The data that you expose from Apex can come from anywhere.

Retrieve the data for your records via Apex callouts, Web service callouts, SOQL, and SOSL.

Generate the records programmatically, for example, by using a random number generator.

Expose data generated or obtained by Apex code as Salesforce External ObjectsLightning Connect Apex Connector

Platform Encryption

Encrypt Data At Rest with Platform Encryption (GA)

Encryption Services

Standards based encryption built natively into the Salesforce Platform

AES encryption using 256bit keys

Layers seamlessly with other Salesforce security features

Key Management

Customer driven key lifecycle management

Uses secure derived keys that are never persisted in Salesforce

Hardware Security Module based key management infrastructure

FIPS 140-2 compliant

Policy Management

Customer control over policy configuration

Select fields, files, and attachments to be encrypted

Encryption controlled with metadata to take complexity out of deployments

Platform Integration

Preserve important Salesforce functionality like search

Built-in capabilities to iteratively add additional feature support

Features and Functionality Overview

Standard Field Encryption and Search

Standard Field Encryption• Account Name

• Contact First/Last Name

• Phone

• Home/Other Phone

• Mobile

• Fax

• Mailing Street & City

Search Fields and Files

Turn encryption on standard fields, declaratively or via the MDAPI

Custom Field Encryption

Custom Field Types• Phone

• Email

• Short Text

• Long Text Area

• URL

Enable with Metadata

Encrypt Existing Fields

Turn encryption on custom field types, declaratively or via the MDAPI

While data is strongly encrypted at rest, field length is not affected

Chatter Files and Attachments Encryption

Encrypt Content of Chatter Files

Preview Encrypted Files

File Content Search

Encrypt Attachments

Files and Attachments can be encrypted while at rest in just one-click

Encrypted at Rest

Security and Identity Enhancements

Continuous IP Restriction Enforce all requests originate from the same IP for each user

Org level setting that allows admins to enforce the IP restriction check on every access, not just during login.

Disabled by default.

Security and Identity Enhancements

http://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/rn_security_feature_impact.htm?edition=&impact=

http://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/rn_security_feature_impact.htm?edition=&impact=

Custom Logout URL Specify a custom Logout URL for Users without requiring SSO

Direct users to a specific logout destination that maintains your own branding experience afterthey log out of Salesforce. Or, send them to a specific authentication provider’s page.

Track Additional Fields in Login Events Geographic Location and Authentication Service Type Added to Login Events

Approximate geographic location of the IP address of a user’s login. More fields can be shown in a custom view, such as Postal Code and Lat/Long.

Geolocation info is also available in Session Management and the new LoginGeo object.

• AuthenticationServiceId indicates the authentication service for a login event. Use it to create reports that identify the SAML or authentication provider configuration with which a user logged in.

• LoginGeoId indicates the geographic location of the user’s IP address for a successful or unsuccessful login event.

Export Control System Wide IP Range Restrictions to comply with Federal Law

STOP: Important Information for Customers

In June 2015, we will turn on Export Control to block IPs from embargoed countries from accessing the Salesforce service. The purpose is to ensure compliance with U.S. law related to embargoed territories. If your customer attempts to access Salesforce from one of these restricted IP ranges, they will receive the error below and can’t log in.

A user accessing Salesforce with an IP located in an embargoed country will be blocked and get this error message with a link to http://trust.salesforce.com/trust/blocked

http://trust.salesforce.com/trust/blocked

Create SAML Settings from a File or URL Streamline SAML Setup by importing configuration from a File or URL

Configure single sign-on by importing the settings from an XML file or public URL containing SAML 2.0 metadata.

SAML IdP Metadata Discovery EndpointShare the SAML configuration metadata for your Salesforce or Community identity provider with service providers via public URLs.

Available on the Identity Provider page and Manage Apps > Connected Apps detail (for SAML)

Example of the metadata XML content retrieved from the endpoint

Custom Auth. Provider Endpoints

You can edit the authorization, token and user info endpoints and customize the Oauth flows.

Admins that want to use custom endpoints must create an external third-party application and update the consumer key and secret in the Auth. Provider configuration.

User Provisioning for Connected Apps Automatically Manage user accounts on services to connected apps, based on changes to user accounts in your Salesforce organization or Active Directory

User Provisioning for Connected Apps (Continued)Manage User Accounts allowed to use each Connected App

List of user accounts in Google Apps

Connected App User Provisioning ReportsNew Custom Report Type to Audit User Provisioning

Salesforce1 Platform Customization Enhancements


Enabled for Users



setup


feature.

Salesforce Edition

Lightning Connect – Salesforce Connector Framework**


Lightning Connect – Apex Connector Framework**


Platform Encryption** GA P EE, UE, PxE, DE,

Security and Identity Enhancements GA P EE, UE, PxE, DE,

User Provisioning GA P EE, UE, PxE, DE,

Salesforce1 PlatformDevelopment Enhancements

Enterprise API

Custom Metadata Types

General Updates

What are the Development Enhancements?

Development Enhancements



Enterprise API

TreeSave API Create groups of related records in a single REST API call

New REST resource for POSTing a tree of

records

Results from all records created identified by their

user defined reference

Nested JSON format for defining your

Sobject tree

Parent and Child records created in a single call

Batching API Submit multiple unrelated API requests in a single REST API call

New REST resource for POSTing a batch

of requests

Simple JSON format for defining your

batch request

Results from all requests are returned

as individual items

Custom Metadata Types

Custom Metadata Types: the Force.com app configuration engine

Id A B C D E F G

rec rec rec rec rec rec rec rec




rec rec rec rec rec rec rec rec• Package and deploy header/definition• Records stay behind • Package and deploy the definition AND the

records

Custom Object and Custom Settings Custom Metadata Types

Custom Metadata Types can eliminate the 25% overhead needed to maintain and update tools that manage and deploy Custom Setting and Custom Object records

Id A B C D E F G






Package & deploydefinition only

Package & deployit all ☺

Records are left behind ☹

General Updates

End of Support for JavaScript, iFrames, CSS, and Other Advanced Markup in HTML Area Home Page Components

• Existing components may be impacted

Login Access Policy Changed

• Administrators with “Modify All Data” permission and delegated administrators with “View Setup and Configuration” permission can log in as any user without asking end users to grant access.

Create Lookup Filters for Distance

• You can now create lookup filters with distance criteria for location and address data types with the Metadata API. To improve user productivity and data quality, use lookup filters to restrict the valid values and lookup dialog results for lookup, master-detail, and hierarchical relationship fields.

Improved Sandbox Copy Engine for Full Sandboxes (Generally Available)

Run Local Namespace Tests in a Sandbox Deployment

General Updates

Salesforce1 Platform Development Enhancements


Enabled for Users



setup


feature.

Salesforce Edition

Data Loader for Mac GA P EE, UE, PxE, DE, PE (with API)

Treesave API Open Pilot P P

EE, UE, PxE, DE, PE (with API)

Batching API GA PEE, UE, PxE, DE,

PE (with API)

Custom Metadata types GA EE, UE, PxE, DE

Thank you

Salesforce Summer'15 Release Overview Deck

Technology

Transcript of Salesforce Summer'15 Release Overview Deck