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Winter ’19: Top Sales and Service Cloud Features

The first release of 2019 is almost here… Yes, I typed that right, 2019!  I was sitting in a meeting today, and we were planning the roadmap out to 2021.  It’s crazy to think…  But as the seasons change, we hit the start of the three-releases-a-year cycle with the Winter ’19 Release from Salesforce.

winter19 - snowboarding Astro
Winter ’19 – Snowboarding Astro

Now I have to admit, I was caught a little off-guard by the release.  It wasn’t until I saw the new snowboarding Astro in a developer sandbox, that I realised I had completely missed the normal pre-release build up. :-O

Where did the last 2 months go?!

At least there is plenty of time until Dreamforce 😀

Is it just me…?

I struggle to be “wowed” with this release.  Now don’t get me wrong, there are some nice usability tweaks for sure.  And some additional features which do really help make Lightning a more robust and complete user experience.

But I am left wondering, where is the “Salesforce magic”?

Maybe there is more to be announced shortly at Dreamforce?  But what about Dreamforce last year?  Where is “myTrailhead” (there is an answer buried in the FAQ)?

I assume the strategy for this year must be revolving around bedding-in the various acquisitions and general improvements to Lightning Experience.

Top Features of Winter ’19 Release

Stepping down from my little soap-box now…  And I will admit there are some really useful and cool usability features coming our way!

So let’s have a look at the top features focusing on improvements to Sales/Service Cloud.

Search List Views & Bulk Change Records

List views have received some attention this release, and now have a cool ‘Search this list’ feature.  Such a simple idea, but I am hooked to using it now in my sandbox environment.

Winter 19 Release: Search List Views

You can now also do a number of bulk actions from the list view too, such as selecting multiple records and changing the owner.  This now brings yet another ‘small’ but useful feature from classic into Lightning Experience.

Enhanced Run Page in Reports (Beta)

Another cool feature – albeit a ‘beta feature’ – is the new Enhanced Run Page within Lightning Reports.  You can easily adjust what is displayed in the report, without having to edit the report and re-run…

Also drilling down into a group/column is now a whole lot easier, matching Classic.

winter19 - Enhanced Run Page in Reports
Enhanced Run Page in Reports

Joined Reports in your Dashboards

Finally!!! Joined Reports can now be used as components on a Dashboard….

Winter19 - Joined Report as a Dashbaord component

Forecasts

From memory it has been a little while since the last touch-up to Forecasts.

Winter 19 will bring a number of new features, including the ability to now forecast by territory.

Email tracking for your Sales and Service users

In Lightning you can now track email responses, seeing if the email has been opened.  And actually displaying this information back in the Activity Timeline within Lightning, presenting this back in a way that is easy to view.

Winter 19 - Email Tracking

Live Agent Setup in Lightning

You will now be able to setup Live Agent in Lightning Experience.  Another small thing, but one less reason to have to switch back to Classic!

Bonus: Flow Builder

So although not technically part of the Winter ’19 it was announced alongside the Winter ’19 release…  Early next year (likely Spring ’19 release), we will have a new Flow Builder.  Which will get a much-needed redesign.

Removing the dependency on Adobe Flash is a huge benefit and one of the things I am most excited about.  It feels like every second day, I have to update Flash before I can then use Flow Designer.

Salesforce's new Flow Builder
The new Flow Builder… Coming soon!

Wrap Up

So aside from me being a little jaded, there are some nice usability features being added in this release which add a bit more flesh onto Lighting Experience.  (And if you haven’t migrated to Lightning yet, what are you waiting for?!)

There are a lot of new features overall to the platform, and I am not sure if it is just the sandbox instance we are using or if it is the release… But Lightning Experience does feel a bit more responsive overall too.

What are your top features?  Have I missed something?  Feel free to tell me / yell at me in the comments 😀

Resources

Other resources to help get #releaseready with the upcoming Winter 19 release.

Salesforce Official resources:

And the blogosphere:

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