Salesforce Winter '23 Release: Our Seven Favorites

On October 14, Salesforce Winter ’23 Release. A release packed with new Einstein features, userinterface improvements, and smart solutions for dashboards and much more. We’ve summarized our consultants’ top seven picks. Please contact us if you’d like more general information about Salesforce Winter ’23 Release.  

1. Streamline your customer service with Einstein Article & Reply Recommendations: 

Ahead of this release, a customizable dashboard for Einstein Article and Reply Recommendations. This means that service agents have access to response recommendations based on their previous interactions with customers. This is automatically updated monthly and will streamline and improve response times. It is also possible to route cases through case classification and workflows.  

2. Sales Manager? Now you can create workflows for your sales reps in Cadence Builder! 

You can now create a flow for sales reps in Cadence Builder. Start by defining a screen flow as a “cadence step” in Salesforce’s new feature called Cadence Builder. Use this screen flow step to let sales reps create a case, an event, or a task—or to perform any other type of action. The screen flow runs when the sales rep initiates the step for a lead from their work queue or the Sales Engagement component on lead records. You can then use the new Cadence Step Flow process type to create screen flows for cadence steps, or use the included flow templates. 

How: Create a screen flow from the Cadence Step Flow process type in Flow Builder. Three flow templates are included in this release; 

• Create a case 
• Create an event 
• Create a task 

3. Marketing Cloud Pardot is being renamed Marketing Cloud Account Engagement in the new Salesforce Winter ’23 release

In October 2022, the Pardot Classic App will be renamed Marketing Cloud Account Engagement. To access Account Engagement and get the latest features, use the Account Engagement Lightning app (formerly the Pardot Lightning app). You will still be able to access Pardot’s standalone legacy application at pi.pardot.com. 

4. Does your company use Experience Cloud to provide your customers with the best experience? Salesforce is now enhancing security for your guest users 

To improve data security, Salesforce is removing guest users’ assignments from their permission set groups—specifically, all permissions that include “View All,” “Modify All,” “Edit,” and “Delete.” From now on, guest users can only view and create. Experience Cloud is an interface for external users that enables companies to maintain seamless communication with their customers, partners, and employees.  

Are you interested in learning more about Experience Cloud? Read more here or contact Releye and we’ll help you get started.

5. Get better insights into why your customers cancel appointments with Salesforce’s new Appointment Assistant 

Are you a Salesforce Field Service user? If so, you’ll want to learn more about this feature – With the Appointment Assistant, you can find out why customers cancel their appointments. Ask your customers to provide a reason for canceling a meeting. Collecting this information can help you find ways to minimize these cancellations. 

The Meeting Assistant also allows you to create and use your own labels instead of the predefined ones.  Customize the labels in the Meeting Assistant to better suit your organization, for example by changing the term ‘Team Member’ to ‘Technician’.  

6. Coach your salespeople and track trends with Einstein Conversation Insights 

Einstein Conversation Insights enhances user-friendliness by introducing a new onboarding experience for new users. Sales reps and managers can easily view insights related to customer properties and gain faster access to recorded calls. Through continuous prompts and banners, sales reps are also encouraged to start using these products and connect with available recording providers.  

7. Keep your customers informed immediately during incidents with Customer Service Incident Management in the new Salesforce Winter ’23 Release

Proactively keep customers and internal stakeholders informed about active incidents by seamlessly sending status updates through digital channels such as email and web portals. 

Please contact us if you’d like more information about the Salesforce Winter ’23 Release!

Read about the previous release here