The 5 Noteworthy Service Cloud Features in the Salesforce Spring16 Release

Last Updated on December 29, 2015 by

THE NEW YOU

With the Salesforce Spring ’16 release due to drop into our organizations over the next couple of weeks, here’s a quick countdown of my top 5 Service Cloud features. Of course, you can also read through the entire 392 pages of Release Notes if you love geeking out on new features.

1. Streamline Field Service with Work Orders : – Do you need to track work performed for your customers? Work orders represent tasks to be performed on a customer’s product, typically in field service. Use work orders to efficiently track repairs, standard maintenance, and other types of service. Work orders can be associated with accounts, assets, cases, contacts, entitlements, service contracts, and other work orders. You can also create custom relationships between work orders and other standard or custom objects.

Work Order
Work Order

To enable Quotes for your organization, navigate to Setup | Build | Customize | Work Orders | Work Order Settings and click on the Enable button. This feature is available in both Lightning Experience and Salesforce Classic.

2. Control your data integrity with Validation Rules on Article Types (Generally Available) : – If you want to ensure that your article content is compliant with your company standards. After Spring ’16 release you can now create validation rules for each article type to check whether required fields have the appropriate values based on the article’s status.

Validation Rules on Article Types
Validation Rules on Article Types
To create or edit validation rules for Article Types follow the below instructions
  • Navigate to Setup | Build | Customize | Knowledge | Knowledge Article Types
  • Click the article type
  • Scroll down to the Validation Rules related list. To create a validation rule, click on the New or Edit to modify the existing rule
3. Transfer Chats to a Chat Button or Queue : – Agents can now transfer a chat to a chat button or queue with Transfer to Button. You can enable and disable this feature in the Live Agent Configuration under Setup. This feature is available in Salesforce Classic only. Transfer to Button allows agents to transfer a chat to a chat button or queue. When the transferred chat is sent to a queue, it’s added into the list of incoming chats by its age, so it will appear higher than brand-new chat requests. Your customers won’t get stuck waiting for another agent.
Chat Transfer Settings
Chat Transfer Settings

To enable Transfer Options, navigate to Setup | Build | Customize | Live Agent | Live Agent Configurations

4Run Macros on Any Object with a Feed-Based Layout : – Support agents who use Case Feed can use macros to complete repetitive tasks such as selecting an email template, sending an email to a customer, and updating the case status all in a single click.Your support agents can save even more time and mouse clicks by using macros on standard and custom feed-based objects. Macros now are supported on all objects with feed-based page layouts. No setup is needed, other than creating the macros, of course. Previously, we supported macros only on account, contact, lead, and case objects. This feature is available in Salesforce Classic only.

5. Provide Better Support by Accessing Your Customer’s Cameras During an SOS Session
(Beta)
: – This release contains a beta version of two-way video that is not yet suitable for a production environment. The SOS SDK lets you access a customer’s live camera feed during an SOS session. When a customer presses the two-way video button, they see a full-screen camera view and the video feed from this view is sent to the SOS agent. This feature can be an amazing asset in a situation when the customer wants to show exactly what is going on.

Access Your Customer’s Cameras During an SOS Session
Access Your Customer’s Cameras During an SOS Session

If a customer’s device has both a front-facing and back-facing camera, the customer can swap cameras with an icon that appears during the two-way video session. An agent can use this front-facing camera to have a more effective conversation, taking dvantage of video rather than just text or audio.

—> Still haven’t caught up on the last release (i.e. Winter’16) ? Check out Salesforce Winter16 release quick summary. To see when your org will get the Spring ’16 upgrade, check out the Trust calendar from Salesforce.

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