Publish date:

• 4th October, 2021

The much awaited Salesforce’s annual Dreamforce concluded recently. The much-anticipated event was held in a hybrid model with many participants joining virtually, thanks to the ongoing pandemic.  It is an event where people network, learn, share and walk. As with all the past dreamforce events, this one too was full of announcements and news. So we have collated some of the big announcements and summarised them for you to make for an easy read.

1. Salesforce Announce Native Backup and Restore’ Product. This announcement has been awaited for a long and comes on the back with Salesforce receiving requests for this from many users.  It is a data recovery service. It will be rolled out in October for all to use. Created with the simplicity of use as an attraction, Backup and Restore by default make backup copies of business information, enabling any business to retrieve lost data and recover, with some clicks, even if all seems lost. 

2. Workflow rules and process builders are being consigned to the dustbin. This news was expected to come for some time.  With more focus by Salesforce on Flow, they encourage everyone to shift from Workflow rules and process builder to Flow.  

3. A whole range of service cloud features is now out to empower support agents in companies where such departments exist.  They include client service incident management that links many service cases on the same issue/incident, and Einstein conversation mining uses NLP to track the widely prevalent types of engagement with clients and suggest how to optimize their processes, self-service channels, and knowledge base. Workforce Engagement Intraday Management  bridges the distance between the predicted task and real manpower requirements is another new feature announced that will help support teams. 

4. A host of Slack integrations.  Here is a rundown on some of them:
   Slack-First Sales enables sales personnel to work together in real-time to seal more opportunities — quicker — anytime and anywhere. With tech replacing face to face meets, personnel can now access, update, and share Salesforce records directly in Slack.
   Slack-First Service lets service teams automatically trace and rope in the right resources based on the nature of the case / issue. This enables cases to be resolved quickly and with quality.
   Slack-First Marketing lets the marketing department and business partners work together in a common virtual office.  The marketing team can now improve journey planning with Einstein recommendations in Slack, and Pardot automation enables all teams to collaborate on a single, shared view of the customer. 

5. Launch of Tableau Enterprise. Tableau has announced new features to strengthen its world-leading analytics platform and cement its image as the mainstay for enterprise firms. The purpose is to strengthen everyone in big firms with reliable and governed data, leading to glory with analytics that can be scaled. 

6. There is also the launch of 3 new sales cloud features that support revenue intelligence.   These are focused on revenue intelligence, sales enablement, and subscription management.  Salesforce revenue intelligence syncs Sales Cloud, Einstein, and Tableau capabilities into a “unified revenue management command center“. Induction training and development for sales personnel are important to holding onto talent in the organisation. The new feature is known as “Enablement”, and can be embedded directly within Sales Cloud. 

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About the Author

RS Maan

Maan joined Salesforce Ecosystem in 2008 with entry of Salesforce in APAC region. He worked on many of the underlying Salesforce Products & it’s functionality, including Heroku, Chatbots, and Einstein before leading Codleo Consulting - Leading Partner of Salesforce.com & Salesforce.org. In his spare time, he immerses himself in travel, books and spirituality.