Salesforce Winter ’25 Release – Our Favorites in Sales & Service!

The new Agentforce Platform is launching!

The big news is the launch of the Agent Platform, which replaces Einstein Copilot Studio in name (existing features remain). Einstein Copilot is an AI-powered assistant that helps teams automate tasks and make data-driven decisions. The Einstein Copilot assistant will remain, but the platform itself has now evolved into Agentforce, which introduces more autonomous AI agents. These agents can identify opportunities on their own, anticipate the next steps, and even initiate tasks within defined use cases. A major new feature is that certain agents can now be used outside of Salesforce, expanding their reach to more channels, including direct customer interaction.

This allows us to reduce our employees’ workload through increased automation and proactivity. We can also improve our customer service by providing faster responses and offering more self-service features.

This is a major focus for Salesforce, and we’ll share more details at our inspiration breakfast on October 9. If you’re interested, please register via the link below: https://releye.se/nyheter/inspirationsfrukost-den-9-oktober/.

News in Service Cloud

Move email to the correct case

Do you find it challenging when your customers frequently reply to an email from an old case? In the past, it was difficult to manage emails that had been incorrectly assigned to a case, which could lead to confusion and missed tasks. This is no longer a problem; now, employees can quickly and easily move incorrectly assigned emails to the correct case.

This improvement provides a clearer workflow for the support team, which reduces the risk of errors and ensures that the right cases are handled more quickly.

Einstein Case Management (Beta)

Einstein Case Management introduces AI-driven case prioritization based on the risk of escalation. This is a significant improvement over the previous system, where employees had to prioritize cases themselves without access to insights into potential risks.

With this new feature, you can prevent issues from escalating and improve customer satisfaction by proactively managing critical cases. In addition, service managers gain insights that help them take action before problems arise.

Einstein Knowledge Creation & Performance Dashboard

Einstein Knowledge Creation improves the process of creating and editing knowledge articles. Previously, employees had to manually create and update articles, which was very time-consuming. Now, AI can generate drafts based on customer interactions and enables AI-driven editing of articles for better readability and tone before they are sent to the respective customer. This increases efficiency and productivity by allowing employees to focus on reviewing and fine-tuning articles instead of creating them from scratch.

To give you an even better overview of your article library, the updated Knowledge Performance Dashboard now offers a more detailed view of how knowledge articles impact case resolution times. Previously, it was difficult to track the actual impact that knowledge articles have on cases. Now you can filter and analyze article usage, view statistics on cases resolved using articles, and understand ROI in greater detail. This gives you an improved overview and insights that help you optimize the knowledge base for both self-service and employee productivity.

News about Sales Cloud

Sales Setup & Seller Home

The new Sales Setup gives you easy access to and activation of Sales Cloud features, making it easier to discover new opportunities and improve your sales process by getting started quickly with configuration. You can now explore all available Sales Cloud features based on your version and licenses. Enable new and unused features with a single click, and get a summary of the steps required to configure each feature.

Another update designed to streamline sales work is that Seller Home is now available in all Salesforce apps.

Einstein Coach

Salespeople can now practice their product presentations by recording them via an ECI-compatible video service and receiving feedback from Einstein. This includes not only AI analysis of sales techniques, but also CRM data that provides specific insights into the product being pitched. Previous versions of Einstein Coach offered more general insights, but now feedback can be tailored to specific product requirements and best practices. The advantage of this is that salespeople can practice on their own based on their individual circumstances, in a streamlined manner.

Account Plans for Strategic Sales

Creating and maintaining Account Plans for our clients in a collaborative manner has long been a challenge for many, and now we can finally integrate this directly into Salesforce. This makes it possible to collaborate on client needs, conduct SWOT analyses*, and set measurable goals directly on the account page.

This allows us to streamline our work and increase efficiency in order to win, retain, and grow business while improving our customer relationships.

* Strengths, Weaknesses, Opportunities, and Threats

White space analysis

With Whitespace Analysis, you can easily identify and prioritize the biggest opportunities to drive additional business within existing accounts. The overview enables salespeople and sales managers to identify untapped opportunities within existing accounts and, in doing so, create a joint development plan with customers. Using features such as Clusters and Cohorts, Whitespace Summaries, and Product Performance, salespeople can analyze data based on industry, company size, and financial situation.

Seller-focused mobile app

In October, Salesforce is launching a mobile app designed specifically for salespeople on the go. It allows users to quickly access their calendar and tasks, track deals via the activity feed, and easily update accounts, contacts, leads, and opportunities. Salespeople can now close deals faster and manage their pipeline directly on their mobile devices. The feature also enables them to take immediate action by making calls, sending emails, and performing other tasks directly from the app. This app is also compatible with Einstein Copilot to provide even more intelligent assistance right on the mobile device.