Work better with your support team with the exciting new features in Winter '09.

Automate Processes Across Your Organization

(Enterprise and Unlimited Editions)

• Assign case comments to workflow

Your complex case processes cross many boundaries within your own organization, requiring input and actions from multiple people to reach a successful resolution. With Workflow From Case Comments, you can now fully automate these processes. The system will monitor the case comments for any change and take appropriate action once the change is initiated.

Note: Automatically visible to all users. No setup required.

Improve Productivity and Collaboration in Complex Cases

(Enterprise and Unlimited Editions)

• Create permanent teams that collaborate on cases
• Create a unique team to process a single case

It is important to identify all individuals within case processing who will be responsible for contributing to the case. With Case Teams, you can now set up permanent teams that are assigned to an account or create unique case teams within a single case. Case Teams gives you more flexibility in the sharing models around cases.

Note: Not automatically visible. Feature is enabled, but requires some setup.

Monitor and Track Customer Commitments

(Enterprise and Unlimited Editions)

• Accurately monitor customer commitments within case processes
• Assign entitlements to an Account or Asset
• Create cases for Entitlements from Account, Contact, Contract, Asset, or Customer Portal

It is critical to monitor customer commitments during case processing. With Entitlements, you now have complete visibility into those commitments. Within the case, Entitlements gives you the exact milestones for your first response to the customer and the time allowed to resolve the issue.

Note: Feature is an add-on, Entitlements 2.0, available through the Force.com AppExchange.

Pixel-Level Control to Match the Exact Look-and-Feel of Your Web Site

(Unlimited and Enterprise Editions)

• Take complete control over the user experience
  
• Modify the CSS and markup and extend Salesforce CRM Ideas with your own custom controllers

Leveraging the power of the Force.com platform, Visualforce for Salesforce CRM Ideas gives you pixel-level control over the Salesforce CRM Ideas application so you can customize the user experience to your exact specifications. With Visualforce for Salesforce CRM Ideas comes a complete set of templates that make up the Salesforce CRM Ideas application. You now have full control over these pages so you can modify the CSS, HTML, and even dig into the controllers themselves.

Note: Not automatically visible. Feature is enabled, but requires some setup.

Maintain High Data Quality and Scale Your Community through Enhanced Management Features

(Professional, Enterprise, and Unlimited Editions)

• Automate moderation activities such as merging duplicates and blocking inappropriate language
  
• Show the community you are listening by providing timely updates on top ideas
• Highlight the active participation of subject matter experts in the community

As communities and activity volume grow over time, streamlined community management becomes increasingly important. The Winter ’09 release significantly enhances the community management experience with new features:

Merging Duplicate Ideas
This feature lets community managers merge duplicate postings with a few clicks.

Suggested Duplicates and Validation Rules on Comments
These features provide preventive measures for duplicate postings and inappropriate language.

Expert Icon
This icon highlights the participation of community experts.

Status Tags
These tags provide a powerful way to loop back with the community on top ideas.

Delete Voting
This feature lets community managers delete erroneous votes.

Note: Automatically visible to all users. No setup required. The Suggested Duplicates feature is only available with Visualforce pages.

Empower Your Community by Providing a Richer, Personalized Experience

(Professional, Enterprise, and Unlimited Editions)

• Raise the profile of community members through individual pages
  
• Give users the ability to post ideas exactly as envisioned through rich text editing capabilities

The Winter ’09 release includes exciting new features that deepen the end user’s engagement in the community:

My Profile Page
This feature provides a single view into each community member’s activities, including submitted ideas, comments, and votes.

Rich Text on Ideas
This feature includes the ability to post hyperlinks so end users can express their ideas in more compelling ways.

Community Nicknames
This feature lets each end user choose a nickname for a community.

Down Voting
This feature lets end users actively demote ideas.

Multiple Categories
These categories make it possible to tag an idea with multiple communities, thereby ensuring a richer dialogue around the idea.

Note: Automatically visible to all users. No setup required.

Make Your Community Visible to the World

• Let users browse your site without logging in
• Scale your community with seamless self-registration
• Extend your brand with a custom URL for your community

With Public Sites for Salesforce CRM Ideas, you can extend Salesforce CRM Ideas beyond private sites and make the community visible to the world. The Anonymous Browse feature lets anyone view the community without having to login to either a public Web site and an employee intranet site. This approach significantly broadens the reach and impact of your community by creating a compelling experience that draws viewers in, while allowing user-generated data in external communities to be indexed by search engines such as Google, which in turn increases your organic search referrals.

With Public Sites, you can syndicate content from your community, letting users grab feeds and add them to their Yahoo or Google homepage. It's now easy for them to stay up to date with the latest postings to a community or category.

With Seamless Self-Registration, you can scale the expansion of the community to serve many more users. And the Custom URL feature makes it easier to extend your brand footprint with a unique, memorable URL, as Starbucks did by choosing the MyStarbucksIdeas.com and MyStarbucksIdeas.force.com URLs for its community.

Note: Public Sites for Salesforce CRM Ideas is in Limited Release. Please contact Salesforce CRM Customer Service & Support to have this feature enabled.

See Which Materials Are Most Helpful in Closing Deals

(Professional, Unlimited, and Enterprise Editions)

• View reports that detail content use relative to Opportunities, Accounts, and other objects
  
• Customize reports to identify the most effective content in certain types of deals

Which sales presentations and product collateral are most effective in winning new customers? With Opportunity Reporting, you get visibility into which materials are driving sales.

Custom Salesforce CRM Content – Opportunity reports
Create custom reports that show which materials were attached to Opportunities against particular competitors or for particular products. Measure the true ROI on content development by understanding what deals were influenced by key materials.

Custom reports on Salesforce CRM Content and other Salesforce objects
See which materials are related most often to Accounts, Contacts, and other select objects

Note: Not automatically visible. Feature is enabled, but requires some setup.

Greater Accuracy in Pipeline Tracking for You and Your Team

(Pilot - Developer, Unlimited and Enterprise Editions)

• Align with your collaborative sales organization
• Increase visibility of each team member's contribution to the pipeline
• Improve data quality with a single source of truth for split opportunities

Sales organizations too often support collaborative sales environments in which multiple individuals join efforts to close valuable opportunities. A key element to successfully motivating and retaining your team in such an environment is giving credit where credit is due.

Assign Split (%) to Sales Team
Although you can already use the Team Selling feature to manage team members involved in a deal, you can now assign a percentage split to team members to reflect their share of credit for a deal. That functionality means no more duplicate opportunities just to capture each rep's portion of a deal.

Generate Accurate Pipeline Reports
Empower sales reps and executives with pipeline reporting that accurately reflects each team member's contribution. Opportunity Splitting reports automatically include opportunities with and without splits to provide a single starting point for a complete picture of your pipeline.

Note: Please contact Salesforce Customer Support to have this feature enabled.
To enable Opportunity Splits, Team Selling must also be enabled.

Improve Control and Flexibility for Users and Administrators

(Enterprise, Unlimited and Developer Editions)

• Enable users to recall and resubmit requests without administrator intervention
• Improve an administrator’s control over what happens when a record is recalled

With Approval Workflow Recall Actions, you can take actions whenever an approval request is recalled. Recall Actions also makes it possible for the submitter to edit a Force.com record and resubmit it for approval, without the administrator “resetting” the record for resubmission. You can use Approval Workflow Recall Actions to reverse any field updates performed in the approval process or notify key people in the organization whenever a record is recalled.

Note: Not automatically visible. Feature is enabled, but requires some setup.

Streamline Event Creation

(All Editions)

• Create events with just a few clicks from the daily and weekly calendars
• Configure Click-and-Create fields using the Event Mini Page layout

With Click-and-Create Events, you can double-click on the calendar, enter event details, and save an event without leaving your calendar. Administrators can also configure the layout and contents of the Click-and-Create screen.

Configure Click-and-Create fields to meet your company’s requirements
You can configure Click-and-Create fields to show any standard event field such as name, location, or phone. You can also define custom fields for when events are created using Click-and-Create Events.

Note: Not automatically visible. Feature is enabled, but requires some setup.

Effortlessly Create Events

(All Editions)

• Create events by simply dragging List View records to the weekly calendar

With Drag-and-Drop Scheduler, you can schedule an appointment with an account, contact, or lead by dragging customer information into your calendar. Creating events has never been easier. From a List View, you can drag customer records into a timeslot in your weekly calendar, provide additional event details, and save the event without leaving the list. Information about the customer, such as name and phone number, is automatically related to the event, saving you valuable time and effort.

Configure Drag-and-Drop Scheduler fields to meet your company’s requirements
Using the Event Mini Page layout, you can configure Drag-and-Drop Scheduler to show standard event fields such as name, location, or phone. You can also define custom fields for events that are created using the Drag-and-Drop Scheduler.

Note: Note: Not automatically visible. Feature is enabled, but requires some setup.

Get Your Most Important Reports via Email, When You Want Them

(Professional, Enterprise, Unlimited, and Developer Editions)

• Push reports directly to users
• Eliminate the need for users to log into Salesforce CRM

With Schedule and Email Reports, you can set up a schedule and email reports to any user with the necessary permissions. For example, marketing managers can receive the status of their campaigns in a Summary report every Friday.

Note: Not automatically visible. Feature is enabled, but requires some setup.