What's New in the Salesforce Summer 2024 Release

Salesforce recently launched its Summer 2024 release, which is packed with exciting updates that will make your work even more efficient and productive. Let’s dive into the key new features in Service Cloud, Sales Cloud, and Marketing Cloud.

Updates in Salesforce Service Cloud 

Improved article customization and Lightning Article Editor

With the new update, you can now create personalized articles using advanced formatting features and improved table editing. The new Lightning Article Editor lets you customize the editor to streamline the writing process while creating an enhanced reading experience. 

You can easily copy and paste content from external sources such as Google Docs while retaining the original formatting. You can also hide or show fields based on users and audiences using custom visibility rules, which helps readers find the information they need more quickly.

More Efficient Email Management with Einstein Work Summaries 

Save your agents time with AI-generated summaries of emails and threads. With Einstein Work Summaries, users get a quick overview of the email history for a case, making it easier to manage customer communications.
 

Estimate the time required to resolve an issue

Add the “Time to Resolve” widget to your case page layouts to help agents estimate and prioritize their workload. AI-powered insights help agents manage SLAs and redistribute work efficiently, leading to faster and more reliable resolutions. 

Updates in Salesforce Sales Cloud 

Bulk updates in Intelligence Views 

You can now bulk update records directly in the Intelligence views for Accounts, Contacts, and Leads. Send emails to an entire list of contacts or change ownership for multiple leads with just a few clicks. 

Personal tags for better organization 

Organize and find records faster with custom tags. Create and manage your own tags to keep your work organized and efficient. Tags can be used to categorize records based on region, project, campaign, or other relevant criteria. 

Updates in Salesforce Marketing Cloud 

Automation Studio: Avoid peak times in your workflows 

Avoid overloaded servers by letting Marketing Cloud select less busy times to run workflows. With the “Use Recommended Time” feature, you can spread the workload evenly throughout the day and ensure that data processing activities are completed before the start of the workday. 

Journey Builder: Proactive Journey Recommendations 

Enhance your customer journeys with proactive recommendations that go beyond troubleshooting during validation. For example, if you have an unusually long wait time and click Validate, you might receive recommendations such as changing the Entry Schedule instead of having a Wait as the first activity, or that 20 months is too long a time to impact your KPIs. Other recommendations may include warnings about overusing Decision Splits for advanced segmentation or having too many activities in a journey. 

Bonus: Updates to Salesforce Financial Cloud

Enhanced customer interactions with Einstein Copilot for Insurance (Beta) 

Improve customer interactions with AI-generated summaries of accounts, insurance policies, and claims. Einstein Copilot for Insurance (Beta) provides claims adjusters with quick customer insights and saves time by offering comprehensive summaries of customer data.

These updates are available in various editions of Salesforce and are enabled by administrators. With these improvements, you can expect a more efficient and productive work environment.