Spring ’23 Release

O ve rvie w De c k
Slice and dice this presentation as needed to train yourself and your
users on the Spring ’23 highlights for Sales, Service, Analytics,
Experience Cloud, Mobile and overall admin and user productivity.
If you’re looking for a high-level overview across all the clouds,
check out Release in a Box

Prepared by the Technology Communications & Readiness team

Forward -Lo o kin g Sta te m e nts

This presentation contains forward-looking statements about the Company’s financial and operating results, which may include expected GAAP and non-GAAP financial and other operating and non-
operating results, including revenue, net income, earnings per share, operating cash flow growth, operating margin improvement, expected revenue growth, expected current remaining performance
obligation growth, expected tax rates, stock-based compensation expenses, amortization of purchased intangibles, shares outstanding, market growth, environmental, social and governance goals,
expected capital allocation, including mergers and acquisitions, capital expenditures and other investments, expectations regarding closing contemplated acquisitions and contributions from acquired
companies. The achievement or success of the matters covered by such forward-looking statements involves risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any
of the assumptions prove incorrect, the Company’s results could differ materially from the results expressed or implied by the forward-looking statements it makes. The risks and uncertainties referred
to above include those factors discussed in Salesforce’s reports filed from time to time with the Securities and Exchange Commission, including, but not limited to: risks associated with our ability to
successfully integrate Slack Technologies, Inc.’s operations; our ability to realize the anticipated benefits of the Slack Technologies, Inc. transaction; the impact of Slack Technologies, Inc.’s business
model on our ability to forecast revenue results; disruption from the transaction making it more difficult to maintain business and operational relationships; the impact of, and actions we may take in
response to, the COVID-19 pandemic, related public health measures and resulting economic downturn and market volatility; our ability to maintain service performance and security levels meeting
the expectations of our customers, and the resources and costs required to avoid unanticipated downtime and prevent, detect and remediate performance degradation and security breaches;
our ability to secure and costs related to data center capacity and other infrastructure provided by third parties; our reliance on third-party hardware, software and platform providers; the effect of
evolving domestic and foreign government regulations, including those related to the provision of services on the Internet, those related to accessing the Internet, and those addressing data privacy;
current and potential litigation involving us or our industry, including litigation involving acquired entities such
as Tableau; regulatory developments and regulatory investigations involving us or affecting our industry; our ability to successfully introduce new services and product features, including any efforts to
expand our services beyond the CRM market; the success of our strategy of acquiring or making investments in complementary businesses and strategic partnerships; our ability to compete in the
market in which we participate; the success of our business strategy and our plan to build our
business; our ability to execute our business plans; our ability to continue to grow unearned revenue and remaining performance obligation; the pace of change and innovation in enterprise cloud
computing services; the seasonal nature of our sales cycles; our ability to limit customer attrition and costs related to those efforts; the success of our international expansion strategy; the demands on
our personnel and infrastructure resulting from significant growth in our customer base and operations; our dependency on the development and maintenance of the infrastructure of the Internet;
our real estate and office facilities strategy and related costs and uncertainties; fluctuations in, and our ability to predict, our operating results and cash flows; the variability in our results arising from
the accounting for term license revenue products; the performance and fair value of our investments in complementary businesses through our strategic investment portfolio; our ability to protect our
intellectual property rights; our ability to develop our brands; the valuation of our deferred tax assets and the release of related valuation allowances; uncertainties regarding our tax obligations in
connection with potential jurisdictional transfers of intellectual property; uncertainties regarding the effect of general economic conditions; and risks related to our debt and lease obligations.

031621
Table of Contents

● Salesforce Overall ● Sales Cloud

● Customization ● Service Cloud
● Mobile ● Field Service
● Flow ● CRM Analytics
● Operational Analytics ● Experience Cloud
Salesforce Overall
 Auto -En a b lin g a n d Enfo rc ing MFA
Helping customers satisfy the MFA requirement
Today

Contractual Requirement MFA Auto-Enablement MFA Enforcement

Phase 1: Spring ‘23 Release Phase 2: Summer ‘23 Release (Est)
Effective as of February 1, 2022 September 2023 (Est)
(January-February 2023) (May-June 2023)

All Salesforce customers must Completed via the MFA Auto-Enablement Release Update Completed via a future
use MFA to access Salesforce Release Update
products Turns on the “Require multi-factor authentication (MFA) for
all direct UI logins to your Salesforce” org setting

Some user types that are exempt from the

MFA requirement must be manually excluded
from auto-enablement and enforcement.
Use the MFA Enforcement
Roadmap at https://sfdc.co/mfa-
roadmap to track auto-
enablement and enforcement
dates for all Salesforce products.
What to Expect:
MFA Au to -En a b le m e n t & En fo rc e m e n t
MFA Auto-Enablement
● Salesforce turns on MFA on a customer’s behalf
● Users must use MFA to log in (after a 30 day grace
period)
● Login process prompts users to register for MFA
● Users already using MFA aren’t affected
● Admins can disable MFA if they’re not ready for it
MFA Enforcement
● MFA is a permanent part of the login experience;
users must verify their identity each time they log in
● Non-MFA users are auto-enabled for direct logins
● Users already using MFA aren’t affected
● Customer admins and users can’t disable MFA

Using SSO? Salesforce won’t take action to enable MFA for your SSO identity
provider. But the contractual requirement applies to Salesforce access via SSO.
Enhanced Domains
Understand the basics

Wha t Why Ho w Whe n

The current version of Enhanced domains Enable enhanced This feature is

My Domain. meet the latest browser domains via a automatically deployed
requirements. My Domain setting, in all orgs starting in
With enhanced
then deploy the new Spring ’23 and enforced
domains, your My They avoid third-party
set of domains. in
Domain name is used in cookies, which most
Winter ’24.
all URLs that Salesforce browsers block by We highly recommend
serves for your org, default. They also offer that you test this high- Salesforce redirects
including sites and improved security impact feature in a your previous URLs.
Visualforce pages. standards. sandbox before Some redirections stop
deploying enhanced in Winter ’25.
domains in production.
Enhanced Domains
Timeline

Winter ’23 Summer ’23 Spring ’24 Winter ’25

(Oct 2022) (June 2023) (Feb 2024) (Oct 2024)
Enhanced domains deployed Enhanced domains deployed in Redirections stop for
in sandbox & non-production remaining orgs. non-enhanced
orgs. domains.
Option to disable the feature.

Summer ’22 Spring ’23 Winter ’24 Summer ’24

(June 2022)
Enhanced domains available
without prerequisites.
New orgs use enhanced domains
by default.
(Feb 2023) (Oct 2023) (June 2024)
Enhanced domains deployed in Enhanced domains enforced.
remaining orgs.
More info
Options to opt out and disable Enhanced domains video overview
the feature.
Salesforce Help: Enhanced Domains
My Domain and Enhanced Domains
Trailblazer Community group
Search Manager
Configure searchable fields, including Picklists

Configure Searchable Fields for Each User Profile (Beta)

Help your team get results related to their work by
configuring all your searchable fields for each user profile. In
Search Manager, you can now edit the fields to make them
searchable or not searchable for each user profile.

Quickly Configure Searchable Picklists (Beta)

Skip the additional workflows. You can now select a picklist
field to be searchable in Search Manager. Picklist offers a
selection of options available for a specific field in a
Salesforce object, such as a list of regions, so that users get
the most relevant results.
Gender Identity & Pronouns Fields
Build trust with customers by respecting their
gender expression

New standard fields on Contacts, Leads, and Person

Accounts allow you to capture Gender Identity and
Pronouns, with inclusive out-of-the-box field values.
Keep the existing, vetted value sets or customize to
suit your company’s needs.
To make these fields available to users, add them to
Lead, Contact, and Person Account page layouts.
Then adjust the field-level security to make sure the
right users can see them.
Operational Analytics
Reports & Dashboards
 Unlimited Edition
Subscriptions
Subscribe to More Reports and Dashboards
Customers can now subscribe to 15 lightning reports.
The previous limit was 7 reports and 7 dashboards.

Unlimited Edition (UE) customers automatically get this

limit increase. Non UE customers need to submit a
support request in order to increase their limits

Admins will also now have the ability to report on

subscriptions and see the list of which user subscribed
to which report.
Reference current user in Reports
Create Personalized Report Filters
Set up a single dynamic report filter that displays
personalized results for each user. The current user
can now be referenced in a report as a search criteria.
This is useful for objects where you don’t have a
“My” filter or when, for example, you have multiple
people working on an opportunity but who aren’t the
opportunity owner.
Now, instead, of creating separate reports for each
team, you could have a single “template” report
where, for example, you have a filter of
“presales.engineer” = $user.ID
Collections
Add Reports and Dashboards to Collections

Collections are now available to all users (non-CRMA)

when you enable the Unified Home (Beta) in Reports
and Dashboard Settings.
Now, curate & share all your insights, including
Lightning Reports & Dashboards in a new card layout
with high quality previews.

In Spring ‘23, users can further personalize their

Analytics Home experience with a new Manage
Collections setting.

● Declutter your experience by hiding irrelevant

Collections.
● Pin your Collections to get quick & easy access to
your most important insights.
 Unlimited Edition
Filter Report Types by Objects & Fields only
Better Report Creation Experience for Users

Make it easier for your users to find the

right reports with new filters on the
Report Type selector.

Users can now select up to 4 Salesforce

Objects and 20 Fields to filter their
report types.

Note: This feature is now Generally

Available for all active and demo orgs
which have Unlimited Edition Licenses.
Report Builder
Performance boost for reports

With Inline Editing disabled by default, your

reports will load quicker. A user can turn
inline editing on, by clicking on the button.
The Lightning Report Builder now has all the
features of Salesforce Classic, so you don’t
need to go back to Classic to access certain
features. To help you remember, we also
removed the Edit in Classic button from the
Row Level Actions menu on the Lightning
Reports page.

Enhanced Lightning Dashboards (Beta)
Im p ro ve d Filte ring
Top level filters on Lightning
dashboards have increased from 3 to
5.
New filters and widgets are available
for Unlimited Edition only. Contact
Support to enable the Beta.
Im a g e Wid g e t
Add images to your Lightning
Dashboards to to add logos, banners
to customise your dashboards.
Max 2 MB image can be uploaded
Unlimited Edition
only
Ric h Te xt Wid g e t
Users can enhance the readability of
Lightning dashboards by adding
notes, commentary, headlines,
sections etc.
Max 500 characters can be used in
the text widget.
Enhanced Lightning Reports
Natively Rendered Summary & Tabular Reports

A new, native reports interface

tailored for phone and tablet will be
auto-enabled for all customers.
Built natively for mobile, resulting in
to up to 6x faster load time
Interactive experience with faster
sorting and manipulation. Support for
Charts, Viewing & Editing Filters,
Conditional Formatting, & much more!

Enhanced Reports are available the week of February 13, 2023. Enabled by default for all orgs
Customization
Lightning App Builder
Dynamic Forms for Leads & Cases
Granular control over user experiences on the
Lead and Case Object
Quickly customize pages
Customize field layouts from directly within Lightning App
Builder, rather than having to go to the Page Layout Editor
in the Setup menu. Drag and drop individual fields into field
sections.
Create personalized experiences
Conditional visibility rules allow for more control of when
certain fields and field sections are displayed. Field settings
can denote whether a field is read-only or required.
Improve page performance
Progressive page rendering means improved page load
times.
Dynamic Related Lists
“View All”

Now, the ‘View All’ link will appear on the Dynamic

Related List component, allowing users to open a
page that displays all the records (up to 2000) that
match the Dynamic Related List filter criteria.
See the right information at the right time - for
example, show me only open opportunities on an
account - and allow me to filter and sort too.
The quick filter panel has two sections: one that
shows how the admin has filtered the related list and
a section that allows the user to create their own
filters for their session.
Dynamic Actions for All
Sta n d a rd O b je c ts
Save time by managing actions in just one place!
Build and configure dynamic actions for all Custom and
Standard Entities* in the Lightning App Builder.
Previously, dynamic actions were generally available
only for Account, Case, Contact, Lead, and Opportunity
for desktop.

Control Actions on Records

Now your users will see only the actions they need to
see based on criteria you specify.
For example, configure Actions which only show for end
users on desktop when certain criteria are met - for
example, Create Task only shows when a certain field
has a value to trigger it.

*Note: The Chatter Group object will still use the actions defined in the Group Page layout.
Dynamic Forms on Mobile (Pilot)
Sandbox Pilot: sign up at sfdc.co/df-on-mobile

This release will be a pilot release in customer

sandboxes for custom objects, Accounts,
Opportunities, and Contacts. Future plans are subject
to change at any time, but a public beta of Dynamic
Forms on Mobile is planned for the Summer ’23
release.

Save time!
Single record activation for field-level and component-
level visibility for desktop, phone, and tablet.

Reduce mental overhead for mobile workers

Remove unnecessary fields and use visibility rules so
your reps only see what they need to see and can
concentrate on what they do best. In this example,
mobile users won’t see the System Information field.

Read the FAQ - https://mobilebeta.salesforce.com/Dynamic-Forms-Pilot-FAQ

External Services
Revised and Expanded Limits
Im p ro ve d Lim its
Users will have the ability to register even
more complex schemas without having to
conform to the previous platform limits,
reducing friction at the time of registration.
Footer
Mo re Visib ility
Users will have more visibility into key
platform limits with a modern UI - now you will
see 5 flat gauges status bars at the top of the
page showing current usage and maximum
values for each per org limit.
Advanced Picklist
Va lue Ma na g e m e n t
Bulk Manage Picklist Values
Increase Admin Productivity

Perform Mass Operations

Delete, activate, deactivate, or replace multiple
custom picklist field values at once. For
example, easily remove all inactive picklist
values which were imported by mistake.

Catch Duplicate Values at Insert

Easily identify which values are duplicates
when inserting new values to a picklist so you
can remove those values. When adding new
values to a picklist, if that value already exists,
the UI error will tell me which one is the dupe
so you can remove it.

With the Spring ’23 release both Custom Picklists and Custom Multi-Select Picklists are
supported, we are aiming to extend support to Standard Customizable Picklists, Global
Value Sets in Summer ’23.
Clean Up Inactive Picklist Values
Improve Org Performance and Health

Bulk Delete Unused Values

Delete all inactive unused picklist values with a
single button click.
Identify Clean-Up Candidates
Get email notifications when custom picklist fields
have more than 4,000 inactive values and then use
this information to bulk delete the inactive unused
values. For example, understand which picklists in
my org need to be cleaned up due to an improper
data import
Security & Sharing
Sharing
Sha ring Hie ra rc hy
Now, when looking at a specific user’s access,
we provide more details, specifically the
sharing rule names and whether a restriction
rule blocked access, to save you time!
Fa ste r Ac c o unt Sha ring Rule C a lc ula tio n
(Be ta )
Sharing rule recalculation can take a lot of time
particularly if you’re changing ownership of
many accounts.
We now have a better way to no longer share
"child implicit" shares for Cases. Customers
can enable this beta feature in sandbox and
production starting in Spring '23 for Cases. We
plan to extend this to Contact and Opportunity
in Summer '23.
Contact us for enablement.
Permissions
Set Field Level Security for Permission
Se ts During Fie ld C re a tio n (Be ta )
Easily use permission sets over
profiles by turning on a user
management setting.
Now when an admin creates a
field, edits a field, or uses the Set
FLS button on a field, they will see
permission sets instead of profiles.
User Access Policies
(Closed Beta) EE/UE customers - contact
your AE to participate
Migrate your users easily from profiles to permission
sets and permission set groups.
● Declaratively set criteria to add & remove access
● Easily Automate User Setup & User Access Changes
An Admin can have as many User Access Policies as
they want for migration use cases. However for
automating user setup we are limiting it to 20 Active
User Access Policy for this release and we will expand
on that for the next release.

Planning for Open Beta in the Summer ’23 release

DevOps Center
Manage changes and deployments using
clicks and modern best practices
Manage work and track associated changes
across lifecycle via Work Items
Identify changes as they’re made in
development environment through automatic
change tracking
Manage changes in a centralized source of truth
via seamless integration with source control
Migrate changes from Dev > Test > Prod using
simple clicks in a configurable graphical pipeline
Mobile
Mobile Features Panel
Simplified Features opt-in

Admins can now opt-in to newer mobile features with

a simple click of a button.
With items like Reports and Contacts, the Mobile app
behaves differently to the web-based desktop version, so
we allow admins to turn these things off if they want the
more basic version of the UI.
You can expect more features to be available here in future
releases as well.

Landscape Support for Phones (Beta)

Now you can opt-in to a beta feature that allows you to use
your phone in landscape orientation.
It isn’t recommended for production use as there are
numerous usability issues to address.
Rotation continues to be supported on tablets.
Enhanced Lightning Reports
Natively Rendered Summary & Tabular Reports

A new, native reports interface tailored for

phone and tablet will be auto-enabled for
all customers.
Built natively for mobile, resulting in to up
to 6x faster load time
Interactive experience with faster sorting
and manipulation. Support for Charts,
Viewing & Editing Filters, Conditional
Formatting, & much more!

Available the week of February 13, 2023

Enhanced Contacts (Beta)
Opt-in beta from SF Setup, End Users can toggle
feature on or off as they prefer.
Enhanced contacts allows you to take your contact
management to the next level.
● New, native contact home with recent contacts and
lists at a glance
● Searchable contacts from home and from within
lists
● New Swipe actions for calling and emailing
● Bulk import and export support
● Compact and customizable contact detail views to
show only relevant fields.

Available the week of February 13, 2023

Flow
Migrate to Flow
Convert Processes to Flow
You can now use the Migrate to Flow tool to migrate your
Process Builder processes with just a few clicks!
Process Builder migration includes an additional step to
help customers refactor or break up large running
processes by enabling selecting individual groups of actions.
Elements
Vie w Ele m e nt De sc rip tio ns Ele m e nt Typ e De sc rip tio ns
o n the Flo w C a nva s in the Ele m e nt Me nu

Now it's easy to see what each element does Now it's easier to find what you’re looking for
within a flow in auto-layout. Simply hover over in the Flow Builder element menu in auto-
the icon next to the element label and the layout with element type descriptions in
element description displays. tooltips.
Flow Limit on 2000 Elements Per
Tra n sa c tio n is Re m o ve d
‘ITERATION_LIMIT_EXCEEDED’
This was a Flow-specific limit that triggered when
your flow hit 2,000 ‘elements’ across
the Flow interview – typically seen with larger loops.
For a long time the limit existed to protect orgs from
runaway flows, but over time we built more
governor limit awareness into the flow engine.
This limit removal will go into effect on new flows or
flows with their versions updated.
Note: For your Flows to take advantage of this, you’ll
need to ensure you’ve updated the Flow’s API
version
Create Richer, Better Screens
With Da ta Ta b le (G A)
Easily exhibit tabular data in screen flows to enable
users to select and view records with as many
columns as you need to be displayed in the table.
Select your record collection, pick your fields, and
you’re done!
Create richer, more informative screens by
displaying up to 200 of records and any number of
columns on a screen for a user to act on.
Users will no longer need to jump between screens
to make key decisions in their flow - all the
information they need is on the flow screen.
Spring ’23 Features
Pre vie w the Da ta Ta b le a nd its c o lum ns
Once the columns are configured, the table
can be previewed in the screen canvas.
Note: Records do not get displayed in the
canvas preview.
Am p lify yo ur Da ta Ta b le with Ad d re sse s
Support for composite fields like Name and
Address – no need to add each one individually
now! You can display address fields in the data
table. When users click an address link, the
location launches in Google Maps in a new tab.
Reactive Screen Components
(Be ta )
Configure screen components so that they react to the
changes in other components on the same screen.
Previously, for a component to react to changes in
another component, you had to put them into separate
screens or create large, monolithic custom components.
SampleUse Case:
A Sales rep uses a ‘Contact Quick Edit’ form to quickly
make changes to an account’s related contacts as they
are on the phone with them, saving them from jumping
around Salesforce records.

Reactive Screens Trailblazer Group

Search for an Individual in a Flow
An Individual is a record central to CDP, and behaves
as an interface entity to contact, person account, lead,
and employee.
Admins can now configure flows to find records using
natural language search terms and store the results in
a collection of record IDs. This powerful action unlocks
a lot of use cases making it easier for admins to find
meaningful CRM data about an individual.
Inputs: Object to Search, Search Scope, Search Term
Outputs: Record IDs returned by the search
Choice Lookup (Beta)
Search-as-you-type in your Choice Lookup
Use Choice Lookup when you need to provide a specific,
filtered set of options based on actions taken by the
user in the Flow
Generates available options by using flow choices (such
as Record Choice Set).
Surface a specific filtered list of options to your users
Shows all available options before a user starts typing
Dynamic Forms for Flow -
Lo o ku p Su p p o rt
Create Lookups faster and control options based
on a user’s actions in flow

Use when you want to quickly use an

object’s Lookup field to provide an
unfiltered set of records.
Uses the Fields tab (Dynamic Forms for
Flow) to provide automatically configured
Lookup fields for an object
Supports “Create New” records from within
the Lookup field if a user can’t find the
record
Dynamic Forms for Flow -
Multi-Se le c t Pic klist Su p p o rt
Reminder! Picklists in Dynamic Forms for Flow are
record-type aware (From Winter ‘23)
We’ve now added Multi-select Picklist field type
support to take full advantage of the record-type
awareness feature.
Before this release, to get an object’s multi-select
field onto a screen you would’ve needed to set up a
Checkbox Group component with a configured
Picklist Choice Set.
Now all you need to do is drag over the multi-select
fields from the Fields tab in your screen editor and
you’re done!
Sales Cloud
Collaborative
Fo re c a stin g
Customizable Forecast page
Tailor forecasting process to your business

Give your sales users all the information

they need to make informed decisions
without leaving the forecasting page.
● Drag and drop standard components
onto the Forecast page, e.g. embed
reports directly into the forecast
page.
● Add custom-built components and
external data to guide your forecast.
● Activate either at an org or user or
profile level
Forecast on Custom Date
More Flexibility for Tracking Forecasts

Improve your forecast accuracy by

forecasting on dates that matter to
you, e.g., if you get paid when an item
ships or is delivered.

Previously, based on the forecast

type, sales leaders could forecast only
by Close Date, Product Date, or
Schedule Date.
Opportunity Product Splits (Pilot)
Make Opportunity Splits work for your business

With Opportunity Splits it's possible to split

credit for one opportunity across multiple
people. Now you can also define those
splits by individual Opportunity Line Items.

This avoids having to break a single deal up

into multiple opportunities to accomplish
this and the ensuing challenges to then
forecasting accurately and working as a
team to close the deal.
Import Contacts and Leads
with a G u id e d Exp e rie n c e
Free up admin time!
Importing data can be a challenge.
Now your users can sync Contacts if they’re part of
an Einstein Activity Configuration.
The new import option provides users who have
permission to import data a choice about how to
import data based on the features they have
permission to use. Users that need a more robust
data import experience still have access to import
tools they previously used.
Enterprise Territory
Ma na g e m e n t
Assignment History Tracking
Track the effective date of user assignment
Sales Operations and Finance use assignment history as
basis for calculating sales commissions.
User to Territory Association could previously only be
tracked via automation or the audit trail, which required
either customization or manual work.

Now Admins can quickly start capturing history records

and report on:

● User Assignment Tracking: How long an individual is

in role on a specific territory
● User Role Tracking: User role changes on a specific
territory
● Tracking backfill: Create history records for tracking
Sales Productivity
Einstein Activity
C a p tu re
 Requires
EAC Premium

Unified Activities Reporting

(Closed Beta)
Now you can bring auto-captured email and insights
into one real-time report to get an overall picture of
all activity channels and understand how reps are
engaging with their accounts and performing across
different channels.

Get started with 5 out-of-the-box Reports! Use

reports - or create your own - to understand the
overall activities broken down by Sales reps, by
opportunities, by accounts and more - and ultimately
make decisions on how your unified activities &
insights could be impacting a team’s pipeline.
Sales Engagement
Automated Actions for Sellers
(Be ta )
Simple, intuitive triggers and actions built for non-
technical users
Users can define their own, simplified 'If this, then that' logic to
automate their own communications. For example,
● executing cadences created by their team
● creating quick cadences to group similar tasks together
● alerts to stay on top of their own tasks.

Advanced use cases requiring cross object triggers are available for
configuration.

User Access granted through new Perm Set

New tab available when admins assign new perm “Automated
Actions User” to users. Automated actions will apply to records
owned by the user only. A few out of the box automations are
available, first set to off.
Cadences
To -Do List Multip le C a d e nc e s
C a d e n c e Nu d g e s
C a d e nc e Sup p o rt
Q uic k C a d e nc e s p e r Ta rg e t

Sellers will be nudged to Take cadence action Sellers can create their Run parallel sales plays on
enroll or create a new directly from the To-Do own single step cadence a single customer.
cadence when sending out List without an extra click to define their own Unlocking use cases such
emails from the new to navigate to the record custom personal lists as concurrent cadences
activity composer. page. for support, success, and
cross-selling.
Activity Management
Activities Field History Tracking
Audit Changes to Events & Tasks

See a list of changes to events and tasks

when you turn on field history tracking.

Track up to six fields - standard and custom -

so that sales reps can see what’s changed in
the Related tab for events and tasks.
Dynamic Activity Composer
Boost Rep Productivity
New button-menu design organizes action
types by email, call, task, and event.
Along with the newer look and feel, we
have added more actions to the composer
and grouped them by action type, so you
can select from multiple email addresses,
and change your email settings from a
single place.
The admin determines whether users see
the tabbed activity composer or the
dynamic activity composer on a page.
Revenue Intelligence
 Unlimited Edition
Account Discovery Add-on to EE

Track key measures of account health, powered

by Einstein Discovery
A new account intelligence dashboard gives your
sales teams insights into their portfolio of accounts
by identifying at-risk accounts and growing spend.

This dashboard provides a single view of all key

metrics and insights for an account including
● Past spend
● Upcoming pipe
● Upside
● Engagement summary and more.

See top-factors affecting the performance of your

sales organization and quickly and accurately
prioritize accounts to focus on.
 Unlimited Edition
Forecast Trending Add-on to EE

See historical trending for your forecast

If you enabled forecast trending in Collaborative
Forecasting, a new forecast trending chart in Revenue
Insights allows you to see how your current forecast
compares to the same time period in previous
forecasts.
Now your users can more accurately triangulate the
forecast based on historical trends and compare all
Forecast Categories against prior periods.
See, for example, how is the quarter trending versus
the same time last month/quarter and drill into
contributing opportunities. You can also analyze
conversion rates for Commit, Most Likely & Best-case.
Pipeline Inspection
 Unlimited Edition
Add-on to EE
New Pipeline Metrics and Chart
Choose the metrics that matter most to you

See how new deals, amount/close date changes,

and more, impact your pipeline. Use the new
Pipeline Changes mode and drill into the deals in
each category to identify potential risks.

Easily visualize visualize pipeline changes with an

interactive waterfall chart.

Both metrics options are enabled by default.

Admins can further configure in Setup > Pipeline
Inspection
 Unlimited Edition
Add-on to EE
Inline edit multiple record
typ e s a t o nc e
Easily keep opportunities updated so that
forecasts are more accurate.

Users no longer have to filter their lists by a

single record type before they can inline edit.
Hover over each field to see if it is editable.

Sales users can quickly update key fields like

Next Steps, Stages and Manager Notes.
Einstein Conversation
In sig h ts

Spring ’23 enhancements
Ad m in Se ttin g s Re fre sh
Introducing a new and
improved Admin set up
experience, to make
enabling ECI easier.
Im p ro ve d C o nta c t
Ma tc hing fo r Vid e o C a lls
Call owners using the
Einstein Activity Capture
(EAC) calendar integration
can have contacts added
as related records if
they’re matched during a
video call.
C re d it C a rd
Ma sking
Einstein Conversation
Insights now hides credit
card information if they’re
mentioned in voice and
video calls.
Unlimited Edition
Add-on to EE
Re p o rt o n Insig hts
Report on conversation
insights in voice and video
calls to quickly see
measures such as which
reps are the top listeners
or who received the most
coaching.
Enablement for Sales
Te a m s
 Sales Cloud
Boost seller productivity, with Add-on
o u tc o m e -b a se d e n a b le m e n t
Build powerful Enablement programs that
guide your reps through the onboarding
process and beyond.
Focus on Outcomes
Embed milestones in programs, tie
enablement to revenue, and prove business
impact. Enablement Analytics help you close
the loop on business impact.
Improved Rep Experience
Reps know exactly what to expect by the end
of the program as the embedded milestones
track their achievements.
Take the Trailhead Module
 Sales Cloud
Add-on
Building Programs
Deploy programs with clicks, not code

Get to value faster with a drag and drop builder

Build, launch and monitor Enablement programs
right in Lightning. Scale faster with the ability to
clone Programs & Measures.

Best practice templates

Easy to use, rich content templates based on how
Salesforce does Sales Enablement. You can also
create programs from scratch to help motivate and
guide your team.

Automated Measures
Effortlessly track rep achievement and more
guidance for creating measures.
 Sales Cloud
Conversation Insights Measures in Add-on
En a b le m e nt Pro g ra m s
Sales managers can embed voice and video
measures into their Enablement programs,
and see conversation data in reports and
dashboards.
Enablement teams can coach employees on
the KPIs related to voice and video calls that
are most important to their company.
Teams can measure progress by building
custom Einstein Conversation Insights (ECI)
measures. Or, teams can get started quickly
using a new prebuilt measure.
Service Cloud
Messaging
Spring ’23 enhancements
Enha nc e d Me ssa g ing fo r
Hid d e n Pre -C ha t Po st-C o nve rsa tio n URL Use r Ve rific a tio n Fa c e b o o k Me sse ng e r

Pass conversation context Send Post Chat URLs at Support added for Now with bidirectional
with hidden fields to help the end of a conversation authentication to identify emoji and file attachment
identify contact records so that you can capture returning customers so support, agent transfer,
and inform intelligent feedback. they can continue the monitoring, whisper, and
routing decisions. conversation where they flag raise, and rich
left off. content!
Routing
Find Work Items or Agents with
the Rig ht Skills
Filter by skills more precisely in the Skills
Backlog and Agent Summary tabs in Omni
Supervisor.
Previously when you filtered the skills column
in the Skills Backlog tab, for example, it
showed work items with any of the selected
skills.
Now you can list work items that require all
the selected skills and quickly identify the skill
sets that you need.
Improve Agent Productivity
Bro wse r No tific a tio ns
Agents can now turn on Browser
Notifications for Omni Work items,
ensuring they are notified of new
work even if their sounds is off and
their eyes aren’t on Salesforce.
Pre se nc e Sync
Sync agent presence statuses
automatically.
C a llo ut Sta te m e nt
Automate agent tasks with
customized screen pops - flows,
pages and multiples Salesforce
records.
Pilots
Sup e rviso r Wa llb o a rd (Pilo t)
Monitor Contact Center Health and quickly
identify any issues. See the total amount of work
waiting, assigned and in-progress in one place.
Note: Historical reporting requirements will continue to be met
by standard reports and dashboards
Inte rrup t Lo ng -Running Wo rk to Ha nd le
Tim e -Se nsitive Wo rk (Pilo t)
To reduce wait times and provide more
responsive service, focus your agents on time-
sensitive work items such as chats or voice calls.
Designate longer duration work items such as
cases as interruptible so that agents can accept
time-sensitive work instead.
When an agent is assigned a work item that’s in
the primary pool, such as a chat, it’s given priority
over work that can be interrupted, such as cases.
Einstein for Service
Einstein Conversation Mining Beta available for all
Bots + Chat customers
Find and automate top contact reasons

Find common contact reasons

Analyze past chat conversations to understand the most
common reasons customers contact support
Deliver automation with impact
Analyze chat duration and volume by contact reason to
prioritize the highest value opportunities for automation
Build intelligent bots from you conversation data
Meet key customer needs by creating bot dialogs and
intents from contact reasons found in your data
2 Betas:
● Get to Know Einstein Conversation Mining (Beta)
● Einstein Conversation Mining (Beta) with Einstein
Bots Integrations
Enhanced Bots
Se n d a n En h a nc e d Link fro m a n
En h a nc e d Bo t
Send customers a web page link
that’s customized with your own
image and link text, and customers
can interact with it within the bot
conversation.
Footer
Re c e ive Inb o und File s with a n
Enha nc e d Bo t
Enhanced bots can now receive files
from your customers, so you can
reduce agent handle time by
collecting files before an agent joins
the conversation.
Use e a sy c lo ning to c lo ne a
Sta n d a rd Bo t to En h a n c e d Bo t
Easily and confidently clone an
existing Standard Bot to Enhanced
Bot while retaining the content but
making it easier to adopt the new
omni-flow based routing for
transferring to Bot and Agent.
Service Cloud for
Sla c k a n d Swa rm in g
Slack Swarm Conversations
in Lig htning C o nso le
Make your agents' lives easier and more productive
by interacting with Slack conversations without
ever leaving the Console.
Simply embed this new Lightning Web Component
in your org’s page layout for agent usage
Now your agents can view the swarm
conversations associated with a record directly
from the record page in Lightning, eliminating time
spent searching for the latest updates in the
swarm.
Expert Finder
Searchable, Multi-select Skill Selector

Find the experts you need faster

with our new searchable multi-
select skill selection component.
Note: Skill selections use ‘And’
logic, meaning the swarm
member must meet all selected
skill requirements.
Customer Service
In c id e nt Ma n a g e m e n t
Broadcast Incident Updates to Slack

Bro a d c a st Sla c k Me ssa g e s Bro a d c a st Ale rts

Quickly provide an
Notify users, groups,
update to internal
and queues about an
stakeholders about an
incident while they are
incident in Slack
working in Salesforce.
channels of choice
directly from Salesforce. With Broadcast Alerts,
send a pop-up message
Use prebuilt templates
visible in users utility
to pull information
bar letting agents know
about the incident
about an incident so
directly into the
that they can make
message in one click. sure to attach cases to
their incident.
Knowledge
Knowledge Dashboard Pack
Download from the AppExchange

● Measure your Knowledge ROI and learn how

Knowledge boosts efficiency and saves your
company money.
● Combines most of Knowledge’s objects in one
dataflow, allowing you to get complex cross-object
insights. For example, you’re able to see how
Knowledge is used across cases, work orders, chat
and bots.
● All Knowledge customers can access the
Dashboard Pack without additional cost from
within the Service Console. To edit the dashboards
or create new ones, you need a CRM Analytics
license.
Case Management
Dynamic Forms for Cases
Control and improve your user experience

Granular customization
Drag and drop individual fields into field sections
from directly within Lightning App Builder
Create personalized experiences
Add visibility filter conditions to fields and field
sections so that users see the right information at
the right time
Improve page performance
Dynamic Forms improve page load times due to
progressive page rendering
Reduce duplicate cases with
Enh a n c e d Th re a d in g
Based on your feedback, we’re introducing a new
email threading approach called Lightning threading.

Lightning threading is a secure method of email

threading that helps to match incoming and
outgoing emails to related cases.

Because Lightning threading combines token- and

header-based threading, Email-to-Case finds
corresponding cases more reliably and avoids
creating a new case when a related case exists.
Case Email

Re p ly with Ne w C o nte nt O nly Se nd via G m a il o r O utlo o k API

Start every reply with a blank e mail. Compose replies with

Send emails via API directly from your email service
only new content, automatically removing the previous
provider. This allows you to leverage any filters or rules
email history - reducing the size of email and ensuring the
you may have built on the mail server directly.
reply isn’t lost.
Thank you