22 Jul Salesforce Summer ’20 Release
Our Top 3 Favorite Updates
See other great updates at the bottom.
During this unprecedented time, Salesforce continues to innovate to deliver new solutions for your businesses. The Salesforce Summer ’20 release includes the new Work.com technology, with products like Workplace Command Center, which helps you assess return-to-work readiness from a single hub to reopen workplaces safely, and Emergency Program Management, which helps public sector agencies prioritize and mobilize resources in the event of an emergency.
Learn about the latest innovations from the Summer ’20 Release to deepen customer relationships. These are Fast Slow Motion’s top 3 favorites. See more at the bottom of this post.
Service Cloud Voice
Announcing Service Cloud Voice: Unifying Voice Calls, Digital Channels and CRM Data in Real-time, for the First Time
Service Cloud Voice is a brand new product that natively integrates intelligent telephony into Salesforce for a seamless agent experience. Agents can talk with your customers using an intuitive softphone that combines the power of Amazon Connect, including real-time call transcription. Bring voice calls and your digital channels together so your support agents can help customers at the right time using the channel that customers prefer.
Where: This change applies to Lightning Experience in the Enterprise, Performance, and Unlimited editions. Service Cloud Voice is available for an additional cost as an add-on license.
Who: Users with the “Customize Application” permission can enable Service Cloud Voice. Users with the Contact Center Admin permission set can create and manage the contact center. Users with the Contact Center Agent permission set can access the contact center and make and receive calls.
Why: Sometimes it’s just easier to talk to someone on the phone. Despite the variety of channels, customers prefer to talk directly to a knowledgeable service agent who can quickly solve their problem. Voice makes it easier for agents to answer and make calls, track customer information, and resolve customer issues—all within the Service Console.
Service Cloud Voice lets you quickly spin up a contact center so your agents can get to work helping customers. When you create your contact center, Salesforce builds an Amazon Connect instance for you from scratch.
Salesforce Surveys: Customer Lifecycle Designer
Transform Customer Experience with Customer Lifecycle Maps
Understand customers’ perception of your business by gathering customer feedback at every stage of the customer lifecycle. Create customer lifecycle maps with multiple stages and associate each stage with one or more survey questions. Use the Send Survey Invitation action in the Process Builder to send survey invitations at each stage.
Where: This change applies to Lightning Experience in Performance, Partner Developer, Enterprise, Developer, and Unlimited editions where Salesforce Surveys is enabled.
Who: To create a map, users need the Salesforce Surveys Advanced Features permission, available with the Salesforce Feedback Management license.
Why: To gain actionable insights into customer perception across stages, use the Customer Journey Maps in the Customer Lifecycle Analytics template.
GOTCHAS: 3 Settings That Could Cause Problems
Guest User Security Policy
In the Summer ’20 release, Salesforce is enabling the following three security policies. We believe these settings could cause problems because they now restrict access to @AuraEnabled apex methods for Guest Users, Portal Users, and Authenticated Users based on their user profile settings.
● Secure guest user record access.
To access this setting, from Setup enter Sharing Settings in the Quick Find box. Select Sharing Settings.
● Assign new records created by guest users to the default owner.
To access this setting, from Setup enter Communities Settings in the Quick Find box. Select Communities Settings.
● Assign new records created by the Salesforce Sites guest users to a default owner in the org.
To access this setting, from Setup enter Sites in the Quick Find box. Select Sites.