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What's up?
Hi there.
Welcome.
Welcome to Release
Readiness Live.
We want to start off
by saying thank you.
Is RRL about to start?
Let's get it started.
RRL.
It is important to watch
Release Readiness Live so
that you get a
snippet of the coming
attractions of the
functionality that's
coming from Salesforce.
We really focus
on the features
that are going to be most
useful and impactful.
I get to find out what's
new, what's coming.
It's exciting.
It's a way for me to see,
not just read, not just
experience
through webinar,
but see a real
person talking
about what's important.
RRL.
We'd love to hear what
your questions are.
Your feedback
is so important.
I think that's one of
the most amazing things,
actually, about the
Salesforce ecosystem,
is how involved
Trailblazers
are with the evolution
of our products.
I love getting questions
during Release Readiness
Live.
Sometimes you never know
what you're going to get.
People could ask
potentially anything.
Really helps me think
about things as I'm
developing a feature.
With Release
Readiness Live,
you get the
great opportunity
to actually hear from the
mouths of the people who
spend a lot of
time thinking
about what exactly you all
as Salesforce developers
and admins are actually
wanting to see.
And also informs us how
we can improve the product
going forward.
RRL.
the reason why we
stick with Salesforce
is because we feel
like we are heard.
I feel like I'm helping
make decisions, hopefully
good decisions,
that will benefit
all admins,
all developers,
all architects.
That's a good feeling.
I feel like we're
a part of something
greater together.
We'll see you next
time in the cloud.
RRL.
RRL.
Let's get started.
Welcome to Release
Readiness Live.
I'm your host, Gillian
Bruce, coming to you
live from San
Francisco where
I will be joined with
product managers who
are going to show
you the latest
and greatest innovations
coming in the spring '24
release.
Now, we might
cover some roadmap
and future-looking
technology
today, so I need to
remind you to only make
purchasing decisions
based on currently
available features
and functionality.
Now, with that
covered, I want
to thank you so much
for joining us today.
By tuning in and giving
us your feedback,
you make Salesforce
products better.
And we got a lot of
Salesforce products
to talk to you about
with spring '24.
This morning we already
covered Sales Cloud.
We're about to get
into CRM analytics.
Tomorrow we're going to
have service and flow.
And then on
Thursday, we're
going to have the admin
and developer previews.
So make sure
you tune back in
to get all of the spring
'24 updates you need.
But right now,
for the next hour,
we're going to focus
on CRM analytics.
We're going to be covering
reports and dashboards,
one of my favorite
feature sets--
CRM analytics experience
and data platform,
intelligent apps,
and so much more.
But before we get
into it, let's
talk about how you can
participate in the show.
And we've got a
very special guest
joining me, my co-host Mo.
How are you doing?
Hey, Gillian.
Thanks for having me.
And thank you so
much for everything
that you do for
the community.
Hello, everyone?
What's up?
I'm Mohith.
I'm ready to get all
of your questions
to our panelists here.
Now, I want to walk you
how you can participate
and ask these questions.
So we have three
channels that we
are listening today, first
starting with Trailblazer
community.
Put your questions there.
Use that hashtag,
hash SalesforceRRL.
And then you're watching
on Salesforce Plus,
right?
There is a Q&A tab
there, right there.
Just ask your
questions there.
And finally, we are
also on social, formerly
known as Twitter,
but these days
called X. You can use
hashtag SalesforceRRL
to ask your questions.
And you know, what if
you have any fun emojis
or you want to record
a clip when our product
managers are demoing
some of these features,
feel free to share away.
Have fun, and back
to you, Jillian.
Thank you, Mo,
for joining us.
It's nice to have my
developer buddy here
on the stage with me.
Now, we're going to get
into some amazing content
today.
Please, please ask
your questions.
We're going to get live
answers from our product
experts.
And to kick us
off, we're going
to start with my favorite
feature set, reports
and dashboards.
And to do that,
we're going
to be joined by the one
and only Tianyi Zhang,
associate product manager.
Take it away, Tianyi.
Thanks, Gillian.
Hi, everyone.
I'm Tianyi Zhang,
associate product manager
at Salesforce.
Today I'm bringing
new features
from reports and
dashboards, lightning
and Data Cloud.
So first four features
are from OA reports
and dashboards.
I will demo them
one by one later,
and also one
exciting feature
from Data Cloud
of reporting
on calculated insights.
And before I do
the live demo,
I do want to say that we
have two pilot programs
opening right now.
And they will be generally
available in summer 2024.
So the first feature
is report generation
with Q&A. So with
this feature,
you are able to
create a report
on the fly with the
help of Einstein.
And you can just type
in your natural language
description.
And you can imagine
all your data
or business
questions can be
answered through
conversations right now.
And the other
feature we have is
report formula generation.
So basically you
describe your need
for the formula
and Einstein
would generate for you.
You can simply apply it.
So if you are interested
in participating
in any of these
pilot programs,
please reach
out to me later,
and I'm more than happy
to help you onboard.
So now let's save
time for our demos.
The first feature I
want to demo you today
is OA dashboards.
So you can see
them currently
in this dashboard tab.
And then let me
select any dashboard
I want to change.
So this is about
change ownership.
You can see when I click
on the dropdown arrow,
I can see this option
to change owner.
And in this popup window,
I can search for my name.
And I click on it.
And also, I can send me
an email notification
to remind me of that.
And when I click
submit, the owner
changes successfully.
And you can also
access this features
through this
analytics tab.
And we click on browse
and filter by dashboards.
And actually,
you can click
on multiple
Lightning Dashboards.
And in fact, you're
able to select up
to 50 at one time.
And you click
on manage items
here and change owner.
So let's do the same.
I search for my name.
And also, you
have the option
to send email
notification.
This feature
would actually
be pretty helpful when
someone is leaving
the company and
you have to change
massive ownership.
OK, this is
for dashboards.
And the second feature
I want to show you
is in OA reports.
So let me open
up a demo report
and get into
the edit mode.
So as you can see,
in this report
I have filter logic.
And I have three
filters right here.
So if I want to update
one of the filter,
you have to
delete a filter
and add a new
filter before.
But with this
new feature, you
are able to easily update
the filter right here.
So let me show
you when I click
on one of the filter.
Let's say that
I want to change
the field from discount
amount to amount.
Let me search for amount.
And I will say the new
threshold will be 10,000.
And I click on apply.
So automatically,
it helps you
to update the
filter without doing
all this hustling.
So you can imagine
this can save you
a lot of time.
And the search
feature I want
to show you is
also in OA reports.
So it's about rearranging
different columns
in one action.
Let me show you
how to do it.
So say that I want
to change those three
columns to a
different position.
And I can simply
drag and drop them
to the place I
want them to be.
And you see it happens
automatically for you.
You can also access
this feature just
to click on the outline
section on the left.
And then just
select anyone
you want and drag
them to the position
you want them to be.
Boom.
It's right here.
So it's actually
super fun,
and take some time
to play with it.
I'm sure you will like it.
So the last feature I want
to show you in OA reports
is around report
type selection.
So as you know
that every time you
want to create
a new report,
you will have to select
a report type first.
And when I click
on all categories,
I have this
filter right here.
So when I click
on that, I'm
able to filter by
Salesforce objects
or fields right now.
So let me give
it an example.
So I searched for
opportunity object.
And let's say I want to
search for any report
type that also include
account object, as well.
And I click on apply.
You see every report
type includes those two
objects are listed here.
And what about fields?
Let's say that I
want to still search
for opportunity
object and I
want to check if
there's any report
type include the
specific fields I
want to look for.
And I click on apply.
And you see, it's
very efficient, right?
You can see all
the options you
can choose in this list.
So I would imagine
this can help you
with the selection,
which has
been a painful process for
a lot of our customers.
So those are
all the features
I have for OA reports
and dashboards.
And the third feature
I want to show you
is in Data Cloud.
So let me get to the
calculated insights tab.
So you might already
be familiar with this.
Let me take an example and
click on one of the CI.
This one is called account
type and source insights.
You can see that this CI
has different dimensions
and metrics here.
The dimensions are the
one like account type
and data source.
And metrics are the
ones like numbers.
And as you can see, there
are different categories
in metrics.
The aggregate
ones are the ones
can be added
together-- for example,
the sum of employee
count or sum of revenue.
And the
non-aggregatable ones
are just like rankings.
And you are also
able to check
the expression
in SQL here,
and it's across demos.
So now let's try to start
a report on top of that.
Under the reports tab,
I click on new report.
And let's go to
Data Cloud category.
And here is my CI that
we just saw together.
And start a report
based on that.
So you can see that
all the dimensions
and measures we just
saw are listed here.
And it opens up a
summary report for you.
There's also a
banner that lets
you know that this is
based on the CI object.
And it's worth noting
that for non-aggregatable
measures, you will need
all the three dimensions
to be there to show.
But for aggregatable
ones, they're just fine.
So we love your
feedback because this
is the first version.
And if you want more
on this, like CI to CI
joins, or demos with
CIs, please let us know.
We're more than happy
to receive any feedback
from you.
Yeah.
That's all.
Back to you, Gillian.
Thank you so much, Tianyi.
Now, as a reminder,
we are going
to be answering your
questions live here
on Salesforce Plus.
Please ask them
in the chat.
You can also ask them in
the Trailblazer community
using Salesforce and on
X, Twitter, the socials,
using the same hashtag.
Now, Tianyi,
thank you so much
for that amazing demo.
Good job.
Thank you.
Mo, I think we
probably have
some questions coming in.
So what's going on?
Yeah.
Yeah.
It's been busy in
Salesforce Plus Q&A tab
here.
Lots of questions coming
from our Trailblazers
here.
I want to pick up one of
the questions which seems
to be very popular here.
Are you doing anything
with the CRT UI?
And there was a feedback
at last reinforced
that it was painful to
drag and drop fields, add
fields via lookup.
What do you got?
Definitely.
I'm so excited to say that
we are working on this.
We are updating the UI
and solving all the pain
points and especially,
we are working on
to bring GPT or
smart recommendations
to the US, as well.
So if there's any
additional feedback,
please let us know.
We'd love to see
more feedback
on the Trailblazer
community.
See, product
managers, you listen.
You listen.
I love it.
Yeah.
And that's amazing.
I mean, can I
just say, being
able to search for
objects and fields
to create a
report, I mean,
that would have
saved me so much
time when I was learning
how to build reports.
That's an amazing
innovation.
Speaking of which,
I have a question
about filtering.
So when can I
filter reports
by summary information?
OK.
I'm excited to say
that this feature will
be generally available
in summer 2024.
So you will be able
to filter by row count
by then.
And in the
following release,
we are introducing
more aggregates--
for example, sum,
min, and max.
So a lot of them
are on the way.
I love that.
Also, a reminder of
our forward-looking
statement, it's a roadmap.
Roadmap discussion here.
Excellent.
Mo, do you have
more questions?
Yeah, I have
one more, which
is our reports
for Data Cloud.
By the way, those
Data Cloud reports
were awesome.
Great to see them.
So are reports
for Data Cloud
at parity with the
Lightning reports?
OK, I think this
is a great question
because we're
bringing a lot
of the same functionality
from Lightning reports
to Data Cloud reports.
We started with
report on DMO.
And now you can join
multiple DMOs together
and report on top of that.
And also, as
I just demoed,
you will able to
see reporting on CI
soon, as well.
And from a parity
perspective,
there are top features
that we are working on--
for example, the metrics
report, bucketing
stuff you need, and
increase the export
limits.
Those are all asked
from our customers
for a while.
And for a core
semantics piece,
we are working on just
standard and custom
fiscal and also
enabling multi-currency.
And all of that
is on our roadmap.
You know what?
If you want to
learn more, there's
a blog post wrote
by one of our PM
and give the data that
compares line by line
what we have in Lightning
reports and Data Cloud
reports, and also
what's on our roadmap.
So if there's
anything customers
don't see in Data
Cloud report today
and they'd like to see,
please let us know.
We are more than happy
to receive any feedback
around this.
Well, Ankita was on the
last Release Readiness
Live, and she was
announcing a response
to more customer feedback.
So your team does
a very good job
of incorporating
customer feedback.
Thank you for that.
Well, great to
chat with you.
We're going to have
more questions.
I see them
coming in, but we
got to keep going because
we have a lot to cover
for CRM analytics.
So next up, we're going to
be talking about the CRM
analytics experience.
And to do that, we
are joined by Shiv
Vashist, product manager.
Take it away, Shiv.
Awesome.
Thanks, Jillian.
So my name is Shiv.
And I am a product manager
on the CRM analytics
team.
And today I'm
going to be talking
to you about our
experience layout.
So I'm going to
start breaking this
down by our three
different areas,
specifically within
analytics home.
I think that the
main enhancement
we've made here is
that we have introduced
bulk select, which
streamlines management
of your dashboards
with bulk selection.
So this means that there
are no more tedious
one-by-one selections.
Now you can handle
all your dashboards
in batches for
improved efficiency
with bulk selections.
This is the feature that
my colleague Tianyi just
showed before this.
On the dashboard side,
we are introducing
in beta embedding CRM
analytics dashboards
in LWR sites, and also the
new dashboard Lightning
Web component.
So what this means first
of all on the LWR sites
is that you can now
let your customers view
and interact all of your
CRM analytics dashboards
in your Lightning
Web Runtime site
by adding the CRM
analytics dashboard
component.
For example, if
customers want
to view visualizations
right next to account
data alongside their
account information,
they can now do that
by just bringing
that component right in.
And then on the
LWC side, you
can now embed your CRM
analytics dashboards
in Lightning
experience pages
with the new native
CRM analytics dashboard
Lightning Web component.
So this component
works seamlessly
in Lightning experience
pages and LWR sites,
as well.
As well as that,
we've introduced
an improved dashboard
performance.
So dashboard query
results are now cached,
which means that they
are much, much faster.
And they are increasing
the overall performance
with fewer calls
to the server.
As well as that, we've
also added the ability
for customers to download
metadata directly
from lenses and widgets
into an Excel file.
So we can now extract
detailed insights
and user-specific
metadata that
supports collaboration
and informs
decision making through
organized export Excel
files.
With this new export
option in CRM analytics,
you can download data
from a lens or a widget
right directly to
an Excel file that
contains all of
the information
about the export.
Last but not least,
on the dashboard side,
we have introduced
the ability
to remotely
connect Data Cloud
directly to CRM
analytics dashboards.
This program is
currently in pilot,
but we have plans to bring
this to beta and then GA.
And this will
ensure that you
get all of your
real-time insights
right from
remote Data Cloud
into your CRM
analytics dashboards.
On the mobile
side, we've also
added the ability to save
dashboard views directly
onto your Android and iOS
devices within the CRM
Analytics mobile app.
So this new [INAUDIBLE]
functionality
enables you to save
dashboard views,
such as a daily
performance snapshot.
Before this,
dashboard views
could only be created
on the desktop.
They could be
viewed on mobile,
but they weren't
able to be added,
updated, and so forth.
So in addition to
creating those views,
you can also switch
between other views
that you would be able
to do before and be
able to really have
the full experience
of your CRM analytics
dashboard right
in the hands of
your mobile device.
Awesome.
So why don't we
go ahead and look
through some of
these features
and see them in action?
Perfect.
So I'm now here
in Salesforce.
I'm going to head over
to my analytics tab.
Let's find a dashboard
that I can look at.
Sales performance
looks good.
So I see this widget
within my dashboard.
And I really
want to extract
all of the metadata here.
I want to make
sure that I'm
able to download this,
and not just download
this on the high
level, but get all
of the product family
details of each entry,
product name, billing
country, all of that.
So what I'm going
to do is I am going
to find this widget.
I am going to
hit share, which
is going to take me to
this now share modal
where I can go over
to the download tab.
And right there
is a new feature
of downloading
an Excel format
with all of the metadata.
It's quick and easy.
You get this banner
here that shows you
that this download
has succeeded.
And all of a sudden, you
have all of your metadata
within your Excel file
for this widget, which
is awesome.
Next I'll be
showing mobile.
So here I am in CRM
analytics mobile.
I am on my home page.
And let's look
for a dashboard
that I could use.
So I'm going to go to
Sales performance--
again, my favorite
dashboard.
And here I can, again,
view this dashboard
in a mobile
optimized manner
where this dashboard
looks different than what
I just showed
you, which shows
the awesome mobile
capabilities we have.
And what you'll notice
in the top right
is we have this new icon,
which is for saved views.
So I'm going to tap that.
And I can see that I
can load existing views.
I have my main view.
I have my account view.
So main view, I believe,
is the default view.
I can scroll over to
account view, which
will show the view
by account type.
But what if for my
mobile specific needs,
I want to do
something else?
So I'm going to maybe
filter by industry.
And now I can
see this view
that has all of these
industries in order.
Maybe every time I want
to access this on mobile,
I want this
particular view.
So I'm going to hit
that save view icon,
go to save view.
And let's call this
the industry view.
As simple as that, I
can save that view.
And now going
back to that tab,
I have all of those
different saved views
right here in the
palms of my hand
on my mobile device.
Awesome.
So that is it from my end
in terms of the analytics
layer.
Great.
Great job, Shiv.
Thank you so much.
That mobile demo
was awesome.
I am very excited
about being
able to save those
dashboard views right
there on my device.
Now, I bet you
have questions.
So everyone watching
in Salesforce Plus,
you can ask your question
right here embedded
in the Salesforce Plus
viewing experience.
You can also ask
your question
on the Trailblazer
community
or on social using
hashtag SalesforceRRL.
And speaking of
questions, Mo,
there's some questions
happening, aren't there?
Yes.
Yes.
I can see that Salesforce
Plus Q&A tab is flooding
with questions right now
because the demos were
so awesome.
Now, there are a
couple of shout-outs
I wanted to highlight.
Please, share
the shout-outs.
So Christie on X says, I'm
ready for CRM analytics
goodness.
She is all in.
Yeah.
Shout out to
you, Christie.
And then Andrew
has a compliment.
So I'm in the report
formula pilot.
And it is amazing.
It saved me 25 minutes
making a complex case
formula, and it
did it in seconds.
25 minutes to seconds?
That's just mind
blowing to me.
Good job.
All right.
Now let's get back to some
questions for you, Shiv.
We wanted to give some
hard time, as well.
So for the bulk
actions, is change owner
the only action?
Or are there any
other actions
that can be taken?
Yeah.
So that's a
great question.
For this release
in spring '24,
the only action
within bulk actions
is change owner.
And this is only for
lightning dashboards.
But we do have plans
in future releases
to add additional
capabilities
like managing your
assets, like moving them,
deleting them, doing
all these awesome bulk
favorites and so forth.
So we're going to
continue enhancing
that we've kind of
built that highway now,
and we're going
to continue
adding more and more
capacity to that.
Awesome.
Will I be able to
add my own custom
action sometime?
Possibly.
OK.
[INAUDIBLE] just don't
ask for too much, OK?
They're working hard.
They're working hard.
And speaking of
asking for things,
I want to know, when
will that Lightning Web
component be available?
So right now
in spring '24,
we're going GA with it.
We want to make sure
everything works smooth.
It's a big enhancement.
And our goal right
now, tentatively,
is to go generally
available
in our following release,
which will be summer '24.
I love that reminder
of our forward-looking
statement, everyone.
Exactly.
Roadmap discussion.
That's excellent.
Thank you for sharing.
I'm excited to use that.
It's so cool in action.
Yeah.
I have one more question.
Am I able to delete
those saved views
from mobile, as well?
Yeah.
So with saved
views on mobile,
the enhancements
we've made
is that you can
now, of course,
add saved views on
your mobile device.
But not only can
you delete existing
saved views, you can
also edit their names,
edit them.
And you can literally
do everything
you can do on
desktop right
on your mobile device.
Awesome.
OK.
I have one more for you.
This is coming in from
Cara on Salesforce Plus.
Does the dashboard
Lightning
Web component and
LWR still require
license and permission
set to view?
I will have to
double check that.
But my understanding is
that yes, it still does.
But as we're
thinking about GA,
as we're thinking about
where we are right now,
I think we're continuously
evaluating that.
So I'm going to ask
Cara to post that
in the Trailblazer
community
and we will get
back to you.
Great job, Cara.
I love it.
See?
This is feedback.
This is why we do this.
This is why we get that
access to the product
teams right here.
All right.
Shiv, you showed
up-- or Shiv,
you showed us a
lot of great stuff.
What's one of the things
that you're most excited
about with spring '24?
What I'm most excited
about, I think,
is a very simple
enhancement
which I think
is going to make
a huge difference in a lot
of different customers'
lives.
And that is just our
improved performance
on the dashboard side.
Those two seconds you
save every time you're
loading the
dashboard add up.
And I think that
is going to be
huge in the long run.
I think it's going to add
a lot of just happiness
to our customers, which I
think is most important.
We love to make our
customers happy.
I mean, Tianyi is
saving 25 minutes.
Andrew, you're saving
multiple minutes
every time a
dashboard loads.
That's great.
Well, thank you so much.
We are going to keep going
with more CRM analytics
awesomeness.
And now we're
going to continue
with data platform.
And to do that,
we are joined
by Aakash, product senior
director of product
management.
Aakash, take it away.
Thank you, Gillian.
Hello, everyone.
I'm Aakash Chauhan,
senior director
of product management
here at Salesforce,
focused on CRM
analytics data platform.
And for our spring
'24 release,
we have packed a list of
features broadly divided
across three
buckets, focusing
on scalability
improvements, usability
improvements, and
visibility improvements.
Starting with
this release,
your experience with
recipe performance
and reliability will be
more improved and more
reliable, as
well as, you will
get more actionable
error messages
that you can act upon.
To give you a couple of
examples in this area,
starting with
this release,
the register node that
you have in your recipes
and data flows
have been improved
so that they complete
up to 20% faster.
So all your data
registrations
will be improved
and faster.
We also improved how
we size our recipe jobs
so that when they
need more resources,
instead of needing
manual intervention,
now we automatically
enhance the capacity
needed for that job.
And along with
that, we will
remember that
settings next time
so that it
remembers and runs
that job automatically
faster next time.
Beyond this, there
is one more ask that
has been consistently
across the board is,
I want more concurrent
recipes to run.
Historically,
customers have
been only able to
run one-recipe jobs.
Starting with
this release,
now you can share your
Dataflow concurrency
towards recipe.
What this means is
now you can run up
to three concurrent
jobs, which
means you can load more
data, more processing,
more goodness in
your dashboards.
Now, beyond these
scalability improvements,
I'm going to be demoing
all the usability
improvements
and visibility
improvements,
namely preview
for visualization,
hierarchies, and flatter
node, as well as external
connection-driven and CSV
upload-driven triggers.
And for those of you who
have multiple departments
leveraging CRMA, auditing
details, as well as
usage information,
across the board.
I will be demoing
these four features
in subsequent parts.
But before I go
to the demo, what
I do want to
highlight here
are three features from
our last release, faster
uploads, especially
for upends
using insight APIs,
the semi and anti-joins
on the query platform,
as well as the Databricks
and Athena connectors,
which were all
in beta for last release.
Starting with this
release, now they are GA.
And I know a number
of you have already
been trying this.
But those of you who are
waiting for it to be GA,
they are available now.
With that, let's
jump into the demo.
All right.
So here I have a
very simple recipe
where I need to
create some security
predicates for which I'm
loading my user data.
And along with
this user data,
I'm removing certain
unwanted users,
system users.
And then, of
course, I need
to flatten my
hierarchy so that when
I apply my security
predicates,
all the entire
hierarchical chain is
in one place.
Starting with
this release now,
you can actually see how
the flatten hierarchy
works, and how
all records are
aligned to each record
on the bottom right here.
In a similar
fashion, I want
to join my accounts
and opportunities.
And then I do a
hierarchical aggregation
where I would like to see
how my accounts have--
what kind of pipeline
do I have by accounts?
And again, with
the preview,
I can quickly see that
by each account, what
is my open pipeline for
each of these accounts
and persist that for my
reporting and dashboards
later on.
Now that this feature
saves me so much time
that instead of needing
to run a recipe in order
to see the actual output,
I can preview this here.
I'm ready to
run this recipe
and trigger the
jobs themselves.
So let me go over
to my data manager.
And I'm going to
trigger this job
to run right away.
But sometimes it's
not just that I need
to run this job one off.
Instead, I would also like
to schedule this job so
that it runs subsequently
without me needing
to manually
triggering it off.
Historically, as
you know, we've
always allowed ability
to trigger a job based
on time or based on
your local Salesforce
connection.
Starting with
this release,
beyond the Salesforce
connection,
those of you--
I know a number
of you already use
lots of external
connections
to Google, Amazon,
to Snowflake.
Now when your recipe
uses these external
connections,
you can actually
trigger it based on these
external connections.
By the same
token, we are also
adding the capabilities
for you to add--
daisy chain these
recipes so that you
can trigger a recipe
based on another data
flow, another recipe, or
an external CSV upload.
So I know a lot of you
have external revenue
data or other data that
you upload using CSV.
This will now allow you
to schedule a job based
on these external uploads
and external connections.
So now that I'm able to
schedule this recipe,
when we have
multiple departments
using these CRM
analytics data
platform, I would
like to see,
who is scheduling
these job?
Who is triggering
starting these jobs?
Who is canceling
these jobs?
So starting with
the spring release,
we are now
displaying everywhere
where a job is scheduled,
who scheduled this job.
So this applies to
not just your recipes,
but to your data syncs,
as well as other jobs.
And going over to
the data monitor,
we're not only
showing the schedule,
but you can also see when
a job is triggered, who
triggered this job.
So in this example
using this user,
I manually
triggered a job.
It tells me
who started it.
And if this was
a scheduled job,
it would say this is
a timed-based job.
Now, one of the
constant requests
we get from
customers is, hey,
it's great that
you're providing
me who started the job.
But we have sometimes
users canceling jobs.
How do I find that out?
So starting with
this release,
we also have this
feature where you can
track who canceled a job.
This basically
allows me-- when
I'm working across
multiple departments,
it allows me to do better
coordination across all
of these departments.
With that, one
last thing now
that I can
coordinate better
is, what can I do
here in terms of,
when I have to upload
massive amount of data
on a monthly basis or
on a weekend basis?
Today I don't know how
much of my capacity
I have used up.
Starting with
spring release,
you can actually
track how much
of your 24-hour
upload data
that you've been using.
By the same token under
the user's monitor,
you can also look at,
how many number of jobs
have you consumed from
your 24-hour recipe?
Again, this
helps me plan for
my future capabilities
and future enhancements
that I want to do
to the platform.
With that, back over
to you, Gillian.
Thank you so much, Aakash.
I am feeling the cheers
come from the viewers
with some of the
things you just
announced and shared.
And if you are
viewing this right now
and you have a question,
please ask your question
right here in the
Salesforce Plus chat.
Or you can ask it on the
Trailblazer community.
Or you can ask it
on social using
hashtag SalesforceRRL.
Now, speaking
of the cheers
that I can feel
just emanating
from the other side of
the camera, Mo, what
is going on in the chat?
The chats are on fire.
And more than that,
people are really
excited to hear about
all these features.
I had [INAUDIBLE] from
Salesforce Plus saying,
OMG.
Did we finally get a way
to schedule CSV uploads?
More on this.
Finally something good.
That's great to hear.
Yeah, it has been
one of the-- so a lot
of our customers want to
bring Salesforce data,
but that's not enough.
They want to bring their
other external sources
of data.
And sometimes they use
external connectors.
Sometimes they want to
bring in through CSV.
And with this, now
they can actually
meet their SLAs
better without needing
manual intervention
or time-based.
So now they'll
get their data
faster, more reliable,
without needing
any interruptions.
Bring it all
into Salesforce.
I like the sound of that.
We also have some
questions, not just
some love.
There's lots
of love, but I
do want to get
to a question
before we move on
to our next section
here, because
we're going to get
to all-- we're
going to get
to a lot of questions.
We have a lot
of time for Q&A,
but we still have one
more presentation.
So Aakash, I would
like to know,
can I select specific
external connections
for scheduling?
That is a great question.
So we've actually
made it easier
so that when you select
event-based scheduling
with external
connection, instead
of you needing to
manually identify
which connection
I want to run,
we are automatically
going to look
at what all objects
you are using
and what are the
corresponding connections
for it so that as soon
as those objects are
refreshed, we will trigger
the corresponding recipe.
So instead of needing
to schedule or select
an individual
connection, we've
actually made
it way simpler
where you just say, hey,
I have external data.
Run this job after
that refreshes.
I love it.
I love it.
Mo, anything
before we move
on to our next section?
Yeah.
There is one more
question here.
Is the concurrency
shared by data flows
and recipes?
That is another
great question.
So with this feature, what
we are allowing you to do
is when you are not
using your data flows,
when you are not
using your data flow
concurrency, now
you can actually
use that concurrency
towards recipe.
So the concurrency
is across the board.
You can run up to three
jobs three recipe jobs.
But we are not changing
anything on the data flow
side because we
know customer wants
more concurrent recipes.
And this will enable
them to leverage
the unused capacity from
data flow into recipe.
Wonderful.
Wonderful.
Smart.
I think it's smart.
Well, you're smiling,
so that means
that it's really cool.
All right.
Well, we're
going to get back
to more questions for you,
Aakash, and also for you
and Shiv and Tianyi.
You're not out of
the hot seat yet.
But we have one
more section
that we want to get to
here for CRM analytics,
and that is all about
intelligent apps.
And to share
all the goodness
coming in spring '24 on
intelligent apps with us,
we are joined by Gurinder
Singh, senior product
manager.
Gurinder, take it away.
Thank you.
Hi.
My name is Gurinder Singh.
I'm a senior PM for
intelligent apps.
Today I want to showcase
some of the spring
'24 highlights for
intelligent apps.
Let's get started.
Now, under the
industry apps section,
we have some new
dashboard insights
under the consumer goods
retail execution umbrella
where you can evaluate
how your retail stores are
engaging in terms
of promotions.
Next one, under
public sector,
you can actually get
more dashboard insights
around caseload
distribution
and accomplishment
of case workers,
highlighting case
productivity.
You can use that to
make informed decisions
around staffing and some
resource allocation.
The last thing
under industry apps
is a net new fundraising
intelligence app.
This is on Data Cloud.
It will be pilot
in spring '24.
So if you are
interested, please
contact your
account executive,
and we'll take
care of you.
The nonprofit fundraising
intelligence app
is aimed to provide you
mass market insights
for retail donors
like you and me,
as well as campaign
performance
insights and
pipeline information
around high touch donors.
Now, the next one is
service intelligence.
I'm going to quickly
share what we are doing,
but I want to reserve that
for the demo purposes.
That's where
the real fun is.
Under service
intelligence,
we have a net
new dashboard
around the knowledge
user, around knowledge
engagement.
We have two out-of-the-box
insights aiming
at customer effort
score, which helps agents
to gauge how much effort
really customer is
spending, and also
propensity to escalate,
which is an
AI-powered insight.
The last thing under
service intelligence
is enhancements around
Einstein Conversation
mining dashboard.
We'll see that
in just a minute.
Under revenue
intelligence,
we have streamlined
the app setup
so that it's more easier
to get started and manage
the revenue
intelligence app.
Look out for that stage
funnel view because
in the stage
analysis dashboard,
we have added new insights
around progression rates
where sales leaders
can actually
track the various
conversions across stages
and across
windows of time.
Last thing under
revenue intelligence,
we have some
out-of-the-box KPI
components where sales
leaders and managers can
plug that component into
the dashboards around
deal size, volume,
and participation.
And you'll have custom
dashboards in no time.
The last thing under
intelligence app,
we have simplified
the app management
where, in addition to
the installing app,
you can manage, monitor,
and troubleshoot all
at one place.
Now let's see some
of these enhancements
in action.
Now, here I have a
beautiful knowledge
engagement
dashboard, which
allows users to
really understand
how the knowledge
is getting
used by your agents, by
your customers, and AI.
Did I say AI?
Let's find out
what that means.
So at the top, we have a
series of global filters.
Maybe you're
interested in 90 days
of historic trends.
Maybe more.
Maybe six months.
Maybe a year.
You have the filter
right at your fingertips.
Next one is context.
Maybe you are
interested in evaluating
and understanding
the knowledge
users for a
product or a series
of your Einstein-related
products.
You can use this
context filter
to scope the insights.
There are some other
global filters,
but the one that I'm
really excited about
is this use for grounding.
With a lot of investment
in generative AI
by a lot of
organizations, customers
are always looking
to understand
how the knowledge content
is really used by AI.
And use for
grounding filters
helps in answering
that question.
So if we scroll
down, let's
look at some other
dashboard components.
Now, the first one
on the left side,
you can use that to
understand the knowledge
usage across times.
Now, if you were to go
up and maybe pick up
an article, you
can actually
start to understand
how a given article has
peaks or dips and
maybe act accordingly.
The next one is
how knowledge
is being used by cases.
As a best practices,
organization always
want agents to engage
with knowledge,
whether viewing them
or attaching them.
This graph or chart, in
the group bar fashion,
actually helps
you to understand
how it is getting used.
Now, all of this,
how does that really
translate into
an ROI metric
like average handle time?
What you have as the
third graph on the right
is a comparison of
average handle time
into scenarios--
when the knowledge is
being used versus when
the knowledge is not
being used.
Granted, there are a
lot of other things
that go into
average handle time.
But using this
graph, you can really
start to see the impact of
the knowledge on this ROI
metric.
Scrolling down, we have
engagement distribution
by user type.
You have your internal
users, your agents.
But you can also
figure it out
and view how the
knowledge is being used
by other groups of
users-- your partners,
your self-service users,
and so on and so forth.
Now, as a
knowledge manager,
sometimes I'm interested
in a single article
and trying to see, how
is the engagement looking
like?
And do you take
any action?
This is where the
article analysis section
come into picture.
Example for
this article, I
can see the engagements
and other activities
around it.
I can also see the
users, users who have
kind of engaged with it.
But in some cases, system
also gives me guidance.
Hey, this article is
past its review date.
So maybe you want to
replace it, update it,
or delete it altogether.
Now, talking about
knowledge users,
what you also have is
another tabbed dashboard
where you can,
for a given users,
get insights into their
engagement activity.
Why is that important?
Sometimes it is important
for compliance and/or
training purposes.
Now, let's hop on to
Einstein conversation
mining dashboard
enhancement.
Einstein
conversation mining
transforms your
conversation
into service-level
insights.
And one of the
enhancements
on this dashboard
allows you
to pick a topic
of your interest
and/or the contact reasons
and see the excerpts
right there in
the flow of work
within the dashboard
view itself.
What you could do is you
can take some actions
like read some excerpts.
They sound interesting.
And you want to open
them and possibly
use them for your
Einstein bot intent.
You can do that
from this dashboard.
Now, let's move on to some
out-of-the-box insights--
propensity to escalate
and customer effort score.
Propensity to escalate
is an AI-powered insight.
It is essentially
out-of-the-box machine
learning model, which
is built using Einstein
Studio on Data Cloud.
Now, you can use
this out-of-the-box,
box but more
often than not,
organizations would want
to tune it according
to their
organization's needs.
And you can definitely do
that and surface it back
into the case record page.
On the left side, you
have the customer effort
score.
So this is out-of-the-box
CRM component.
This is really
to empower agents
to understand how much
effort the customer
is engaging in.
You want as less
friction as possible
for the customers in
the case resolution.
Out-of-the-box customer
effort score is based
on few contributing
factors--
speed to answers, the
agent interactions,
email response time,
and whether the case
is escalated or not.
Now, because it's a
CRM component and every
organization is different,
you can actually edit
this particular
out-of-the-box customer
effort score component
and add in, perhaps,
your own new attributes.
Maybe you want to count
the number of unique help
sites that the
customer has visited
and affect the
customer effort score.
You can certainly do that
using the power of CRM
analytics platform
and surfaces
packed into the
case record page.
The last thing
I want to show
is the revenue
intelligence setup screen
here.
Although I'm taking
an example of revenue
intelligence
setup screen, this
is also applicable for
service intelligence app.
This is a setup screen
where the app admin can
go and install the app.
Now, once the app
is installed--
once the installation
kicks off,
a net new subtab opens up.
Now, in this case, I have
few installations that
have happened before.
So within this
tab, you can
monitor the
different events,
the different steps, that
are taking place as part
of the installation.
After the app
is installed,
you can open it up or you
can go ahead and schedule
the app refresh to get
the latest and greatest
insights.
Not only that, in cases
where your app failure
has happened, not
a good scenario,
but sometimes
that happens.
What you can
do is, I have I
have a demo installation
here, which failed.
I want to know what
exactly happened.
So I can go
into the event.
It looks all green, but
let me just filter out
the events, or the tasks,
that possibly failed.
And here you can
actually pinpoint
to the different
tasks that failed.
And hopefully
it will help you
to resolve this
particular error faster.
And with that, I will
hand it back to Gillian.
Over to you.
Thank you.
Thank you so
much, Gurinder.
There was a lot
in the demo,
and I know
people are going
to be very eager to get
their questions answered.
And if you've
got a question,
please make
sure you ask it.
You can ask it right here
in the Salesforce Plus
chat.
Or you can ask it on the
Trailblazer community
or on social using
hashtag SalesforceRRL.
Now, we've got a lot
of questions coming in.
I have just been seeing
them scroll on my device.
But Mo is really
tapped into what's
happening on social, too.
Mo, what's going on?
Yeah, it's amazing to
hear from our trailblazers
on all of these features.
And lots of
amazing features.
Lots of things that
they were previously
not expecting that
it's going to make
into this release.
So a lot of
shout-outs, as well.
Christy says, boom,
it's right there.
Boom.
And still, I find a
lot of trailblazers
like Stewart.
He is like, CRM analytics
dashboard performance
has been increased
by using caching.
And there is that little
crowd cheering GIF
out there.
So there's a lot
of excitement.
I knew I could
feel the cheers.
I knew I could feel them.
Yeah.
I wish I could count the
number of people cheering
on that GIF.
I mean, keep the
cheers coming.
Keep the cheers coming.
Yeah.
All right.
And we have got some
questions for Gurinder.
One of the
questions here is,
for service intelligence,
does the customer
have to implement
Data Cloud in order
to benefit from the
analytics in SI?
That's a great question.
Service intelligence
is an intelligence app
that is built on Data
Cloud, which provides
that data platform.
And as part of
the setup, we'll
have a lot of guidance.
And actually, if you
go to the setup screen,
you'll have all the
Data Cloud prerequisites
that are listed out there.
And so you'll need
Data Cloud skills
to get that in motion.
Got it.
Got it.
I'm really loving that
all of the screens
that you're showing has
that setup instructions.
That's going to make
admins feel home.
I mean, we love having
instructions, so yes.
That's guidance.
Well, Gurinder, I have
I have some questions
for you, too.
And then also, we're
going to open it up
for questions
for all of you
since now we have got all
those amazing demos out
of the way.
There's just tons of
tons of people asking.
So Gurinder, one more
question for you.
Will customers be able to
build their own insights,
predictions,
leveraging Einstein
Studio, and
embedded analytics
with CRM analytics?
Absolutely.
So what we have
done is with service
intelligence, you get
out-of-the-box insights,
as I showed you a
customer effort score,
as well as propensity
to escalate.
But customers can
not only tune them,
tune the
out-of-the-box insight,
but also leverage Einstein
Studio to build their own
and use the power of CRM
platform to embed that
where they want
to service it.
Absolutely.
That's great.
Using it across
the platform.
That's what we do, right?
Mo, your turn.
Yeah.
Yeah.
There's a lot of
questions for us.
So one of the
questions-- and this
is for, I think anybody
can pick up here.
What is OA dashboard?
What does OA stand for?
Tianyi, you
talked about it.
You talked about it.
Yeah, sure.
So OA means
operational analytics.
So this is a great
feature that we have.
So basically help
you to arrange
all the data you have and
show them in a dashboard.
There's different widgets.
And you can drag
and drop them
to any place you want.
So it basically
work with reports.
You can build a dashboard
based on a reports.
So it's a helpful
feature that
helps you to
visualize your data.
It's good when we break
down the acronyms.
It's very helpful, I
think, for some people
who aren't in deep into
Salesforce as some of us
may or may not be.
Absolutely.
OK.
Can I ask a question?
Please.
OK.
OK.
You're going to ask
all the questions.
No.
All right.
So we have another
question coming in here.
This is a
question-- actually,
this looks like
it's for Shiv.
It's about mobile views.
So the question is
for Naveen Kumar
on Salesforce Plus.
The views I create
on my mobile,
can they be shared
with other users?
Yes, they can.
So when you go to the
share modal, whatever
view you're on, it'll
share that exact view.
So yeah, it's awesome.
I love that.
Sharing is caring.
Exactly.
Love.
And this is a
question for Gurinder.
Some of the monitoring
and app refresh scheduling
that you showed looked
very similar to what
is there in app
install history
and auto-installed
app pages.
So is this the
same functionality?
Or is there something
different there?
It's a great question.
I'm glad people are
paying attention to it.
Yeah.
Yes, some of the
functionality
is very similar.
What we have
done is we have
tried to bring the
installation monitoring
managing, everything
in one place,
so that not only
you can install it,
but you can take
the actions right
where all the app
functionalities are.
The app monitoring
management
and all that simplified
app management,
please keep in mind, it
is available for revenue
intelligence and service
intelligence for now.
Nothing is happening
for the existing pages
so that you can still
go to the existing
apps, existing
monitoring, things
that you're used to.
So please keep in
mind, but yeah.
All right.
OK.
My turn now.
Yeah.
We're going to take turns.
I like sharing.
Sharing is caring, right?
OK.
Yeah.
It's good.
All right.
I've got a question
now coming in for--
Aakash, this is for you.
This is from Mahajan.
The question is,
can a data flow
be scheduled to run
after an external sync
completes, or is it
just for recipes?
So for this release,
it is just for recipes
right now.
But we have lots of
customers who continue
to use data flows.
And we would like to see
if we can help them get
this functionality in one
of the future releases,
as well.
Yes.
OK.
Again, forward-looking
statements.
Forward-looking
statements.
Give us the feedback.
Noted.
Can I?
Yes, it's your turn now.
Go ahead.
OK.
So can we run multiple
recipes together?
I think this is a
question for you, Aakash.
Absolutely.
Yeah.
So the concurrency feature
that I talked about,
that is something
that will allow
the customers to
run multiple recipes
at the same time.
There is an opt in.
It's an opt-in
feature that they
can go in the setup
page, turn it on.
And whatever concurrency
they have for data
flows-- let's say they
have two concurrent data
flow recipes--
concurrencies.
They can take that and
run two additional recipes
at the same time, so up to
three concurrent recipes.
All kinds of
recipes happening.
It's like we're in a
professional kitchen
or something.
It's crazy.
More good data
and dashboards
cooking, right?
Exactly.
Yeah.
Keep it cooking.
We're going to
keep cooking, too.
All right.
Tianyi, I'm coming to you.
All right.
This question is from
Amy on Salesforce Plus.
Does the filter
and report type
observe only the
objects that are based
part of the report type?
Or would it also include
objects and fields
available in the
report through lookup
relationships?
OK, I think this is
a great question.
I might need to
go and find out
the exact answer,
but why don't we
connect on the
Trailblazer community
and I can hand the
answer back to her?
Amy.
Tianyi is going to
get back to you.
Yeah, ask it in the
Trailblazer community.
Again, we have four
incredible product
managers here.
But there is a
lot of features
and amazing product
capabilities
in all of CRM analytics.
So we've got
experts standing by
both in the
Salesforce chat
and on the
Trailblazer community
to help get those
questions answered.
So Amy, pop your
question on over there.
All right.
Your turn now, Mo.
Can we use
external objects
when building CRM recipes?
I think this is
for you, Aakash.
Yes, absolutely.
Yes.
This is an existing
functionality
that is out there
for a long time now.
And we have over
30 plus connectors
to external
systems that they
can connect to bring
data in, merge it
with Salesforce
data, and pop out
some great dashboards.
Yes.
Awesome.
Awesome.
It's your turn.
It's my turn?
Yeah.
Is it OK if I ask
Aakash another question?
Yeah.
Yeah.
Definitely.
Feel free.
We got another question
for you Aakash.
This is from Matthew
on Salesforce Plus.
Do multivalue still
impact the job performance
of recipes and data flows
due to the underlying
architecture?
That is a
wonderful question.
And I'm impressed
that Matthew
knows about our
platform so deeply.
So great to hear it.
So yes, multivalues
are a great feature.
They provide this
functionality
where you are able to
join multiple values
into a single field.
Having said that,
there is a cost
to be paid for those
kind of features.
Historically, what we've
seen is up to 10 to 15
single values in a field
are not majorly impacting
any performance.
But for certain
organizations,
you have a single
field with up to 2,000
or sometimes
10,000 records
crammed into a
single field.
And that is where
we do anticipate
that there is a cost to be
paid for such processing.
So we are looking
at options.
These are
particularly focused
on security predicates.
And that's when customers
need to do that.
So we understand it is
a very valid use case.
And we are
exploring options
to help customers
do better
in these kind of small
percentage of scenarios.
Yes.
I love it.
I mean, I had no idea
that was something
that happened, either.
So Matthew, thank you for
pointing that out to us.
OK, your turn now, Mo.
OK.
So are there any plans
to include long text
fields and filter logic?
I think it is
for you, Tianyi.
Yeah.
I think this is an
interesting source.
I think we receive a
lot of great feedback
on the filters.
So we're working
on some of them,
but definitely this
is a great idea.
I'll check back
with the team,
and then definitely
if it's not there,
we will incorporate that
into our product design.
Again, getting
the live feedback,
getting the input on
the product design.
This is amazing.
Now, we have a couple
of minutes here,
and I'm going to just
shift gears for a second.
We've got more
questions coming in.
Keep them coming in.
I want to ask each of you,
what are you most looking
forward to
seeing customers
put to use in the
spring '24 release?
You all have a lot of
innovations you shared.
Tianyi, I want to
start with you.
Yeah, definitely.
I think reporting on CI
is actually very exciting
that you are able to see
that you and-- you are
able to create a
report based on CI
automatically.
And it's very powerful,
and have the CI ready,
you can do a lot of
editing on the reports
and getting the
insights out of it.
So I would say,
I think it will
be super helpful to get
the things and the data
information you
want from the CI.
Excellent.
Thank you.
All right.
Shiv, you're up.
Yeah.
So I talked about
improved performance
a little bit
earlier, which
I'm super excited about.
But actually putting
features to use,
I think that the
work that we've
done around bulk
actions is huge.
I think it opens up a
whole avenue of options
that will really allow
customers to have better
content management,
be able to organize
and manage their
content and their home
page, their browse page,
search page better.
And I think that that
will just, again,
help customers save
time, which I think leads
to higher customer
happiness, which is huge.
Customer happiness is
the theme of today.
Yeah.
All right.
Aakash, we only have
about a minute left.
Go for it.
I would say the
auditing features
that I talked about.
We are seeing existing
customers continue
to enhance CRM
analytics adoption
across multiple
departments now.
And a lot of times,
we're getting
this great feedback that,
hey, now that I work
with other departments,
I need better visibility
into who's doing what.
And with this
new feature I'm
thinking that they're
going to have a better
ability to collaborate
across departments
and get more
value out of CRM.
I love it.
I love it.
Collaboration.
Customer happiness.
This is good.
All right.
Gurinder, how about you?
I'm going to pick
two real quick.
Definitely looking forward
to how the knowledge
usage visibility is
helping customers
to gauge, and especially
with the AI grounding
information in the
knowledge dashboards,
definitely
looking into that.
The second one,
I'm going to pick
the out-of-the-box
components that we are
shipping with every
release and how customers
can leverage that and
even customize them using
the power of the platform.
So super excited
about those.
I love it.
Well, my admin heart
is always happy with
out-of-the-box features.
So thank you
for doing that.
Thank you all so much for
joining us and sharing
so much knowledge,
sharing amazing demos,
so much innovation.
Congrats and thank
you to your teams
for all the hard work.
And Mo, thank you for
joining me and letting
me ask some questions.
Of course.
I appreciate it.
Thank you to all
of you who tuned in
and joined us online.
Now, if you have
a question that
didn't get
answered or you're
watching this on demand
please, ask your question
in the Trailblazer
community
and we will make sure one
of our experts from here
or from their teams
will get back to you
with an answer.
So we've got so much
more coming to you
for the spring
'24 release.
We have more Release
Readiness Live shows.
With tomorrow, we
start out at 9:00 AM
PT with service, then with
11:00 AM, we've got flow.
And then on Thursday,
two of my favorites,
the admin and developer
preview shows.
And we've got so
much coming to you,
so come back to view
us on Salesforce Plus.
Really appreciate
you joining us.
Have a great day, and
we'll catch you next time
in the cloud.
[MUSIC PLAYING]
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CRM Analytics Spring '24
Learn how to drive decisions with insights on operational analytics, Data Cloud reports on mobile, Intelligent App building and more.
Starring
- Gillian BruceSenior Director, Developer Marketing, Salesforce
- Tianyi ZhangSenior Product Manager, Salesforce
- Shiv VashishtProduct Manager, Salesforce
- Aakash ChauhanSenior Director, Product Management, Salesforce
- Gurinder SinghDirector, Product Management, Salesforce
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