Winter ‘16 Release Overview November 13, 2015

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Winter 16 Release Notes

The Lightning Experience A Whole New Sales Cloud, A Whole New Way to Sell

50 New Screens Optimized for Sales Productivity

Home  An intelligent way to start your day fast

Performance Chart Track your performance to target

Assistant Customized to each sales rep, to help you focus on what’s important each day

Account Insights Get insights and updates that help you take action on your top accounts

Account Insights on Home and Accounts  Instant Access to Relevant News Articles  

Account Insights based on your

Salesforce Tasks, Events, and recently

viewed Accounts and Opportunities

Account Insights on the

Account you are viewing

View a list of articles ranked according to

relevance

Contact Object  Find what reps need at a glance  

Related Lists in wide view

Twitter card

Composer in narrow view

Highlight panel

Social Contacts, Accounts and Leads At a glance access to updates for accounts, contacts, and leads.  

Twitter Profile

Twitter Image

People followed in common

Change Association,

Remove Association, and Log out

List Views  See your data your way, with easy filters and visualization tools

List View Charts Visualize your lists on the fly with a bar or donut chart

Filters Anyone can add or edit a filter with a simple, visual interface

Type-Ahead Search Find any list view with an easy type-ahead search feature

Dashboards  Visualize your data with beautiful charts and a flexible layout

Spanning columns Give a chart the space it needs to show the right data

Flexible Layout Add more components in a row with more columns available

Easy Filters Add filters with a simple, visual interface

Reports and Dashboards Home

Navigation Views to help users find their reports/

dashboards quickly

Lists that help users find their reports/dashboards

faster

Reports and Dashboards now have their own home

for easier access

Find Reports/Dashboards that YOU created

Dashboard Builder and Run Page

New dashboard grid. Allows up to 9 columns

Drag and drop components

New and appealing Charts

Reports Run Page Metrics visible without the

need to scroll down

New groupings format

Customize chart and filter properties while on Run

Page

Customize chart and filter’s properties without

leaving Run Page

Reports Run Page (Continued)

Introducing new Locked Filters on the familiar

Report Builder Interactive Filter Panel for quick filtering. No need to navigate to

Report Builder

Pipeline Board  A powerful way to visualize and work your pipeline

Visualize Your Pipeline See your opportunities organized by stage, with subtotals up top

Drag and Drop Move deals between stages with click and drag

Alerts Get smart alerts prompting you to take action on deals that need your attention

New Pipeline Board view on Opportunity

Toggle between grid and board view

Customize your list

Sum of all Opportunities in this stage

Alert Sales Rep when Opportunity needs attention

Opportunity Workspace  Action-oriented workspace to work your deals in flight

Sales Path Customizable guidance to support your sales process

Composer Create records with ease

Quick View Hover over links to view details without ever leaving the page

Highlights Panel See important information at a glance

Sales Path Close Deals Faster with Sales Path

Customizable Add your statuses and stages for leads and opportunities

Guidance for Success Provide coaching in context at each step in the sales process, including helpful scripts, questions to ask, and tips

Key Fields Present important details up top, with the ability to edit

Capture key opportunity information at every stage of the sales process.

Provide relevant content to help reps focus on best practices.

Customize Sales Path to support your sales process

Lead Workspace Drive Process, Productivity, and Collaboration

Publisher to manage tasks, calls, events, and email

Sales Path for leads

Updated notes experience

Updated files experience

Link a Twitter profile to boost connections with prospects

Notes  Take detailed notes and relate them to multiple records

Autosave Never lose a detail while you compose your thoughts Rich Text Add bullets, numbered lists, or text formatting to organize your content for easy reference Relate to Multiple Records Relate a single note to an account, contact, opportunity, and more

Notes Home

Navigate to Notes home from the

navigation menu

See text preview in the note list

Keep the note private or relate it to one or multiple Salesforce records

Include rich text in your note

Search your note by title or content

Auto-save your work. No save button!

Notes from Record Home

Drill in to see all notes related to the

record

See text preview in the notes related list

Search your note by title or content

Auto-save your work. No save button!

Include rich text in your note

Relate the same note to more Salesforce records

Notes Related List

Notes Editor

Composer  Take action fast on any record

New Task Make a follow-up task on the fly

New Event Quickly create a meeting request Email Compose and send an email, with rich text formatting, attachments, templates, and more

Email Composer Sending an email is a standard Activity for Contacts, Leads, Accounts, and Opportunities

Contact/Lead is populated by default Select from Contact/

Lead/User suggestions, or enter custom email address

Compose email body using rich text, including

hyperlinks

Insert merge fields Preview email body before sending

Attach files or select from Salesforce Files

Email Templates Creating templates is as easy as writing an email. Finding an email is even easier!

One-click access to Insert or Save a Template

Compose your email, save it as a Template

Search for Templates

3 Lists - My Templates, All Templates, Sample

Templates (My Templates is the default)

Tasks  View and update all your tasks from one place

Tasks Access your tasks from a convenient Tasks page right from the navigation menu

Master-Detail See your complete task list, and drill into any task, side-by-side

Actions Edit a task, add comments, and change priority, status, and more

Task List

List of tasks

Details about the selected task

Tasks Access your tasks from a convenient Tasks page right from the navigation menu

Master-Detail See your complete task list, and drill into any task, side-by-side

Actions Edit a task, add comments, and change priority, status, and more

Activity Timeline

Publisher actions: Log a Call, New Task,

New Event, Email

Next Steps. Formerly known as Open

Activities

Past Activities. Formerly known as Activity History.

Search  Find what you’re looking for fast

Recent Items Drop-down list of your recently-viewed items

Type-Ahead Search Potential matches for your search suggested as you type

Frequently-Used Objects Search results show your most frequently used objects and top results at the top

Lightning Experience and Salesforce Classic  Both experiences are available for customers to use

Lightning Experience Salesforce Classic

•  The user experience immediately predating Lightning Experience is Salesforce Classic. •  Features not yet supported in Lightning Experience are available in Salesforce Classic. •  If you’re not ready to migrate all users to Lightning Experience, you can use both Lightning

Experience and Salesforce Classic.

Switching Between Interfaces is Easy Any user can switch between interfaces on demand

Salesforce Basics App Customization

Admin Trail: Starting with Lightning Experience

Lightning Experience Basics Lightning Experience Features

Admin Trail: Migrating to Lightning Experience

App Customization Lite Lighting Experience Rollout

Lighting Experience Rollout

Lightning Experience Basics

Lightning Components Lightning Design System

Lightning Experience Development

Visualforce & Lightning

Salesforce User Basics

Sales Rep Trail: Lightning Experience

Salesforce User Tour

Developer Trail: Lightning Experience

Trailhead is THE place to learn Lightning Experience

Other Sales Cloud features

Other Sales Cloud features

q  Exchange Sync q  Data.com Prospector q  Work.com Goals and Coaching

Exchange Sync

Users work every day in their favorite Contact and Calendar apps

Contacts and Meetings are also stored in Salesforce

Introducing Exchange Sync Enables any Exchange-connected app to sync with Salesforce

Two-way sync

How it works: Server-to-server

Server-based sync engine benefits • Server-to-server sync —

runs in the background, always working

• Any device — Windows, Mac, iOS, Android

• Easy on IT — nothing to install, central management

 Set up sync directions, behaviors, and filters for different user populations

Sales Manager wants a record in Salesforce of Sales Reps’ customer meetings (events)

Meeting Scheduler wants to set up events in Salesforce and have them appear in Sales Reps’ Outlook

Sales Rep needs customer contact info available outside of Salesforce

IT Professional needs to enable a sync technology for a diverse set of devices and OS’s

Exchange Sync Configurations

Data.com

Data.com Prospector: Company Hierarchy (open beta)

Visual representation of a company’s full hierarchy - branches, subsidiaries and

divisions Accounts already in Salesforce

are marked with an indicator and an owner, so user can quickly

identify white-space

User can control how deep they need to go in

the hierarchy

Work.com

Work.com

q  Thanks, Rewards and Skills q  Work.com Goals q  Coaching

 Thanks - Link directly to Chatter Post

 Dynamic Access List

Access related list will only be visible if you are the badge owner or if you have access to give this badge.

 Deleting Thanks

Step 1: Delete Chatter Post

Step 2: Go to Badge Details

Step 3: Go to Badge Received

Step 4: Go to Source

Step 5: Delete

Manager Group Access for Coaching Coaching spaces can be easily shared with

the manager hierarchy, making it easy to get

the right level of visibility

Get insights into who’s coaching, who’s not coaching and how

coaching correlates to performance

Manager Group Access for Goals Goals and Metrics can be easily shared with

the manager hierarchy, making it easy to get

the right level of visibility

Get insights into who’s coaching, who’s not coaching and how

coaching correlates to performance

Sales Console Support

Quickly access Coaching from Sales

Console

Quickly access Goals and Metrics from Sales

Console

Service Cloud Enhancements

Service Cloud Enhancements

q  Salesforce Console for Service q  Case Feed Enhancements q  Other Case related enhancements q  Live Agent q  Service Communities q  Knowledge q  Social Customer Service

Service Cloud Enhancements – Release Notes

Salesforce Console Enhancements

Winter ‘16 sees a brand new Console, refreshed and modernized.  We have focused on the look and feel of the Console to give a consistent experience, normalizing fonts, action buttons, colors and even borders. In addition, icons have been updated to the latest styles.

NEW! Sidebar Components: Background updates to light grey so user focus is on

the record.

NEW! Footer: Font and icon updates.

NEW! Sidebar Components: Font, header, title, actions and icons consistency.

NEW! Updated icons! The Console now uses Salesforce

Lightning icons.

NEW! Uniform component title headers.

NEW! Focused Primary tab is defined extremely clearly with contrasting white background

color. Individual tabs separated by high contrast borders.

NEW! Uniform action region for actions, drop downs, info bubbles,

links etc.

Subtabs keep existing selected and focused states so there’s no conflict with primary tabs.

NEW! Salesforce Lightning Header. This is the same header as the new

Salesforce Lightning experience.

NEW! Search has moved to center justified search box.

NEW! Header text is now replaced by icons.

Sample branded Console Custom header logo, custom header, primary tab and footer

color.

NEW! Search and Quick Create Lookup Component. Create contacts, accounts etc

directly from Case.

NEW! The Knowledge One component is now rendered as a standard component! That means like other standard component it loads fast and is responsive. It automatically sizes itself hides

itself based on available real estate.

NEW! Quick Create Lookup Component. Create contacts, accounts etc directly

from Case.

NEW! All new list view look and feel. Better spacing, better

padding.

NEW! Icon based edit and delete actions. Additional column for bulk

macro results when enabled.

List view retains all the functionality of the existing list

view.

NEW! The new list view is responsive, which means that it looks great in both a full screen

and pinned view.

NEW! Text in row 1 of a pinned list record now wraps to up to 3 lines.

In this example you can see the case subject wraps to a second line so the user can see the full

subject.

NEW! List view in pinned mode now wraps content. First column gets its own full row. Subsequent

columns aligned in row 2.

Ability to quickly navigate in pinned mode retained.

NEW! List view buttons now wrap and align responsively to make best use of real estate in pinned

mode. List views presented as top item in pinned mode (“All Cases” shown

here)

NEW! Edit and delete icons available on hover over list view

record.

NEW! Zoom on pinned list!

Zoomed list view lets you quickly view your list view full screen and more detail quickly. Previously you

had to close all your tabs to get back this view.

New! Just clicking on any item in zoomed list view mode breaks you

out of zoom.

New! Ctrl + clicking on any item let’s you stay in zoomed mode and

keep opening other items!

Case Feed Enhancements

New Feed based Layout

If one unique field is displayed in the Highlight panel,

it’s rendered bigger

Simple orange icon for externally visible feed items New inline Feed

Filters

New publisher Icon style

Search, Create, Update from the Sidebar

Search, Create or Update any Case lookup from the

Sidebar

Create

If the contact isn’t in the list, clicking “New Contact” will display a New form

in the Sidebar.

It’s also possible to create a new

Contact from the Search drop down

Enhanced case feed filters

Filters can be displayed in line under the publisher actions

the filter labels are always visible so the

agent is one click away to switch context and find relevant items

Customize the filtering experience

Filter on Feed item visibility - What the

customer can see vs what other agents see

Filter on any Case child (standard or

custom)

Group multiple communication

channels in one filter

Define your own filter labels and filter

criterias

Other Case Enhancements

New attachments capabilities from the Email publisher

Use Attachments

File Widget Drag and Drop

Drag a file from the File Widget

Drop it into the Email Publisher

Case has its own UI in Lightning Experience

Feed items are displayed right

below the publishers

actions

Detail page is displayed in the

right sidebar

Feed is displayed first, with access to the publisher actions defined in the Case page layouts

Service Cloud Live Agent

Live Agent Enhancements

q  Block Sensitive Data in Chats q  Let Agents Raise a Flag for Help q  Empower Your Supervisors to Assign Skills to Agents q  Extreme Makeover II: Live Agent Edition q  Time Customers Out After a Period of Inactivity q  See IDs of Attached Records in Your Post-Chat Data

Live Agent Enhancements – Release Notes

Sensitive Data Handling  Prevent sensitive data from being exchanged and stored in chats

 Block specific patterns, such as credit cards, Social Security, phone and account numbers, or even profanity.  Remove the text or remove/replace it with preferred characters  Block the text from agents, supervisors, customers, or all the above

 Let agents raise a virtual “flag” for Supervisors from active chats  Supervisors alerted on the Live Agent Supervisor Panel and can immediately monitor and whisper on the chats  Either the agent or the supervisor can “lower” the flag when the issue is resolved.

Help your agents get the help they need Raise Flag for Supervisor Assistance

Agent Raise Flag: signal for supervisor

attention while chatting

Supervisors: view flags and can monitor /

whisper to agents

Modernized Customer Chat Experience  Brand new look-and-feel for your out-of-the-box customer experience

 Participants’ names are bolded and repeat only when the “speaker” changes  Agent responses align left, and customer responses align right, to better represent a dialog between the parties  Different background colors help distinguish who said what (blue = agent; white = customer)  Save and End Chat buttons have more prominent locations  Timestamps added.

Automatic Customer Time-Out  Don’t leave your agents hanging and save time

 Automatically end chats when customers don’t message or respond  Specify how long to wait before warning and timing the customer chat out  Includes a countdown timer to set customer expectations

Example in Action

Configurations

Automatic Customer Time-Out Example

Setting Explanation Example

Enable Customer Time-Out Turn on the time-out for the button/invite

Customer Time-Out Warning When to warn before timing out At 120 seconds, display and warn the customer the chat will end if they don’t respond

Customer Time-Out When the chat will time-out and end At 180 seconds, end the chat

120 seconds after not getting a message from the customer, the time-

out warning appears

Customer gets a countdown timer that pulsates and the window title changes

Chat ends and customer is presented with a message that it timed out

What else is new in Live Agent:

 Attached Record Ids Added to Post Chat Data Post-chat lets you share information with customers at the end of a chat. For example, you can direct customers to another web page, or forward them to a survey about their chat experience  Post-chat data has always included details about the chat and now includes the IDs of the Salesforce records attached to the chat, such as the case, contact or lead

 Permission to Assign Skills to Users Empower operational staff, not just administrators, to adjust skill assignments.  Once upon a time, assigning skills to your agents required a middleman: your administrator. But no more. We’ve added a permission, “Assign Live Agent Skills to Users,” that can give this power to directly to your supervisors (or anyone else who needs it). Users with the perm have access to Setup > Customize > Live Agent > Skills and can update the assigned profiles or users under each skill

Service Communities

Next generation Self-Service Enhancements

q  Customizable Templates q  Article voting q  Multilingual Support

Service Communities – Release Notes

Customizable Templates Drag and drop with custom components now supported in the Community Builder

Library of components

to add to page

Drag and drop components onto the page from the library

Create a new page with a layout of your choice

Build or download custom lightning components to

add to the template

Change component attributes on the right

panel

Koa Template Napili Template

Article Voting Improve your knowledge base with feedback from the community

Community users can now give thumbs up/

down on articles

NOTE: Article voting is only available to logged in community users, not guests.

User votes are stored and reportable in

Salesforce

Multilingual Support Customers can now support a multilingual site and knowledge base

NOTE: Available languages can be set up in the community builder. Label translations can also be uploaded there for desired languages.

Guest users can choose their language from a

picker showing the site’s supported languages.

The default language will be set based on the browser language on first visit and based on cookies for

subsequent visits.

Knowledge

Knowledge Enhancements

q  Solve cases faster with Knowledge in the Salesforce1 Mobile App q  Reports and Lists of Knowledge Users q  Article URLs for Communities in the Salesforce Console Case Feed q  Thumbs Up or Down Ratings Count in Your Vote reports q  Improved Performance for Knowledge One in the Salesforce Console

Knowledge – Release Notes

Key Capabilities Knowledge Articles GA in Salesforce1 hybrid mobile phone apps (Android & iOS)

Key Capabilities Knowledge Articles GA in Salesforce1 hybrid mobile phone apps (Android & iOS)

Key Capabilities  Report on (or create lists of) users with Knowledge User selected in their profile

“Knowledge User” can be used to filter a user report and/or can be displayed in the report.

Key Capabilities  Insert Community URLs for Articles in Case Publishers in Console

When selected from the action, this link will take the

user to the Article in the related Community rather

than in the internal org record for the Article.

Key Capabilities  Thumbs up/down article rating counts in VoteStat report

Vote Counts: Previously this report only showed counts for stars (1 - 5). However, now, if the Org has switched to Thumbs up / Thumbs down ratings, they will see vote counts for Thumbs up and Thumbs

Down in this report.

Social Customer Service

Social Customer Service Enhancements

q  Approve Social Posts Before they are Public q  Default Response Handle

Social Customer Service – Release Notes

Social Post Approvals - Agent’s point-of-view Submit your posts to your supervisor and see approval status in the case feed 1. Draft 2. Pending

The green Tweet/Post button is renamed Submit for Approval if you’re required to get posts approved

A colored bar in the case feed clearly indicates the post’s stage within the approval process

When a post is approved, it is automatically published to the social network

3. Approved

Social Post Approvals - Administrator Setup point-of-view Build approval processes for social posts and define which users require approvals

1. Activate the feature 2. Build social post approval process

3. Assign permission set to users

Social Post Approvals - Social Care Supervisor’s point-of-view Approve or reject posts individually or from a list of social posts. A variety of methods are available.

Default Response Handle Choose which managed social account will be the default author for replies

Community Cloud

q  Community Builder q  Moderation Enhancements q  Community Management and Insights

Communities Enhancements

Community Builder Extensibility Drag & Drop components, including custom Lightning Components, to build pages

3a. select from standard components

3b. Build your own custom Lightning components or reuse

Partner built components

3. Add Lightning Components to build your

page

2. Intuitively drag & drop components onto page

regions

1. Create New Page

Community Builder Extensibility Customize Napili Template Navigation with Salesforce Objects, Internal Site Pages, External Links, Topics & Custom Header

Add new Menu Tab here and then

customize on the right side

Makes pages available to public, unauthenticated users and web searches

Each step in configuring the Navigation is scoped by the previous choice

Navigation bar can contain up to 20 tabs

Add custom Header Component: community

part of website navigation

Community Builder - Page Management Override and manage pages for Records, Lists, Home and more

New Page Management option

for designers

Manage all standard and custom pages

Admins can customize the navigation menu beyond topics Napili Template Extensibility (end-user)

Ability to expose standard objects

(Accounts, Contacts, Cases, Tasks &

Events) and Custom Objects

Ability to add tabs that link to pages in the

template or external links

Users can access object list views* Napili Template Extensibility (end-user)

Users can view standard list views and custom list views shared with them

Users can view their records and go into the record detail view

User can create a new record with the right permissions

(supports record type)

*limited to accounts, contacts, custom objects and cases

Users can view record detailed pages and collaborate on records* Napili Template Extensibility (end-user)

Record headline

Record detail view Related list

Chatter publisher (text/content post) and feed for

record collaboration

Record detail page determined by the

page layout

*limited to accounts, contacts, custom objects and cases

Moderators can create keyword lists in seconds Community Moderation

Moderators can create criteria (keywords list) for different purposes

Moderators can create moderation rules to block, replace, or flag user content Community Moderation

Moderator can create multiple rules to moderate

user-generated content

Moderator can add multiple criteria

When a matching keyword is found, one can block the contribution (user message customizable), replace the

keyword with “*”, or flag the post

Rule can be active or inactive

Article Management Community managers can add topics to any article

New “Article Management” page

Click on the pencil icon to see article details and manage the topics on the

article

Select data categories to filter articles

Admin can install the Communities package to get OOTB insights and dashboards

New Communities Package

Admin need to install the Winter’16 version of the Communities Dashboard package to get

Insights reports and the new dashboards

Insights report folders OOTB Insights reports installed with the package

New row in dashboard settings to setup the console

home dashboard

OOTB Insights pages installed by the package

Moderators get a health dashboard on the console home page

Console Dashboards

Dashboard installed by package

One-click to update the dashboard (title,

metrics, charts)

View into Community health metrics

View into Community trending charts

(adoption, engagement)

Insight let community managers monitor recent activity from the console

Community Insights

Click to view the member profile

Each insight page comes with a set of pre-

built insight reports

View adoption and engagement metrics

OOTB Insights pages installed by the package

Insight are easy to setup and each report can be customized in one-click!

Community Insights (cont’d)

Admin simply needs to map the insight page to a report folder to expose

all insights reports

Admins can add, remove, or update

Insights mapping from the settings page

Moderators can edit the insight report in one click to add/remove a column or update the report filter The package installs 6

Insights pages and reports

Chatter

q  New Groups user Interface in Lightning Experience q  Profiles in Lightening Experience q  Rich text Feed posts q  @mentioning Groups on Records q  Redesigned Email Notifications

Chatter Enhancements

Groups in Lightning Experience A clean, elegant new look for Chatter groups in Lightning Experience. A distinctive banner indicates each type of group.

Profiles in Lightning Experience

A clean, elegant new look for Profiles in Lightning Experience. Simply click the “User Detail” button on a profile to access the User Record.

Rich Text Feed Posts via UI & API

Rich Text posts in Winter ‘16 support the following features:

1.  Bold 2.  Italics 3.  Underline 4.  Strikethrough 5.  Numbered Lists 6.  Bulleted Lists 7.  Remove Formatting 8.  Editing 9.  Topics 10.  At mentions

@ Mention Group on Records

If you @mention a group from the feed on a record, the record will show up in a related list on the group. This makes it extremely easy to use a group to collaborate on one or more records. The group also shows up on the record as well on the groups card.

Files

q  Reinvented Files in Lightning Experience q  Dramatically increased speed and quality of the file pre-viewer q  Files Connect in Communities q  Freeze Resharing

Files Enhancements

Connected, Compelling & Completely Unified Files Experience in Lightning

File Home Central place where users can find and get access to all their files. Views included in the Winter 16 release include “Recently Viewed”, “Owned by Me”, “Shared with Me” and “Recent”.

Files Detail Page A details page which admins can configure in terms of page layout and where users can learn more about any particular file

File Preview Player Enjoy Fast, Beautiful File Previews

Quick Access to Download, Upload New Version, Delete, and File Details

Crystal-Clear Render Quality

Page or Scroll Continuously Through Documents

HTML 5 based. SVG Previews. No more Adobe Flash

Files Connect in Communities Collaborate on external files with customers & partners

Freeze Resharing

All users can see frozen status if a file is frozen. File Owners can share frozen files

Salesforce App Cloud  Note: For a comprehensive review of developer features, please go to https://developer.salesforce.com/releases/release/Winter16

Authentication

New Login Experience

New Login screen

New User switcher

Link your salesforce account with a 3rd party auth. provider

Change password

Lightning App Launcher

●  Maintains consistent Lightning feel

●  Enables drag and drop functionality

●  Enables search for connected apps

Setup

●  Enables easy drag and drop of connected apps

●  Enables admin one-click visibility of connected apps for users

Thank you