January 12th, 2022
Here we are standing at the beginning of a brand new year full of promise and opportunity, both for ourselves (failing resolutions notwithstanding) and our businesses. And in the spirit of the season, Salesforce is also looking toward the future with the release of its Spring ’22 update!
In this release come many highly anticipated enhancements that will allow users to improve efficiency, build more powerful automations, and extract more value from the platform. Here are some of the most exciting highlights from the release:
out of beta and with some additional functionality, the Flow Orchestrator gives
admins greater ability to build and coordinate complex processes that involve multiple
people over multiple stages with multiple flows.
Some key functions this tool offers to users:
Multiuser Processes – Without using any code, you can now combine new and existing processes
into a single interface. Steps allow you to define which flows to add and
where, including the assignment of users to each step and where the flow appears
for them. Stages allow you to group steps together and can utilize decision
elements for more complex logic.
Entry and Exit Conditions with Evaluation Flows – Evaluation Flows allow you to define custom criteria for stage
exit conditions and step entry and exit conditions.
Interactive Steps to Groups or Queues – Instead of assigning an interactive step to an individual, you
can assign it to a group of users and avoid process bottlenecks.
Background Steps Asynchronously – Background steps enable users to call autolaunched flows and run
without user interaction. Now, when an autolaunched flow is called in the
background and contains external callouts, you can mark that step to be processed
asynchronously to prevent orchestration errors.
Sales: Collaborative Forecast Enhancements
Released in 2018, collaborative forecasts have enabled users to
plan their end-to-end sales cycle and achieve more realistic sales expectations
throughout their organization. Some enhancements for this tool found in the release:
Efficient Collaborative Forecasts Setup – Setup has never been easier with an improved user interface
including a new look and configuration items brought together on a single page.
Insights from Core Forecasting KPIs – Add new columns to your forecasting grid to calculate Gap to
Quota and Pipeline Coverage and avoid time-eating metric calculations.
Recent Changes in Forecast Categories – With the ability to see week-over-week forecast changes, you can
now be more aware of when to adjust your forecasting strategies.
This new offering for call centers features a suite of tools aimed
at improving scheduling forecasts and agent happiness. Here are some key takeaways:
Forecasts – Workforce
analysts have been using intelligent forecasts to plan staffing needs around
anticipated workload volumes on a 12-week horizon. Now they can project out to
Capacity Plans – Budget
and hiring capacity plans enable call centers to meet customer SLAs through predictions
made by Omni-Channel plans. Similarly to the forecast update, this extends the capacity
plan horizon from 12 to 52 weeks.
Adherence Metrics – Build
better schedules by comparing anticipated schedule adherence versus actual
adherence. Planners now have access to the Historical Adherence Dashboard and
see statistics for schedule adherence, conformance, Omni-Channel status, and
scheduled versus presence time.
Shift Update – This
tool allows planners to update shifts in bulk, defining criteria to select a batch of shifts and assign agents,
update shift statuses, or both.
Non-Standard Shifts – Agent
work-life balance is important and not all shifts are desirable. Scheduling
rules that limit inconvenient shifts assigned to each agent enable planners to employ
more equitable shift scheduling.
Enhanced Landing Page Experience
In the Winter ’22 release, Enhanced Landing Pages for Pardot gave
users some really useful features to create landing pages including Drag-and-drop builder, responsive design, Salesforce CMS
images, and Salesforce reporting.
This update brings even more options to
configure your landing page.
- Customize Pardot Form Styles – Dial in the look of your Pardot
forms with the added ability to apply
colors, fonts, margins, and more.
- Set a Redirect for Unpublished
Landing Pages – Users now have the ability to define
a custom redirect URL when a Pardot landing page is removed from the internet.
- Add Scripts – Enhanced landing pages now support script code
in the header or footer of an individual landing page using <link>,
<script>, and <style> tags.
- New Page Layouts and Breadcrumbs – With new prebuilt layouts and
breadcrumbs for row editing, creating an Enhanced Landing Page can be lightning
Archive Experience Cloud Sites & Maintenance
a website can be a bittersweet experience. You’re happy with the look of your shiny
new site, but you may want to keep the old one around for reference, in which
case, you could archive it… unless it was a Salesforce Experience Cloud site.
has added a new Archive button to the detail page of your site, which makes the
URL unavailable to all users and instead displays a site under maintenance
page. If you ever decide to bring it back, you can simply unarchive it. Users
can archive up to 100 sites and they do not count against the 100 active site
new types of commerce promotions have been created for B2B stores, allowing you
to offer your customer coupons, fixed discounts, and more promotions per cart.
updates include creating multiple product discounts for the same promotion,
the ability to view all promotions applied to an order, and Commerce Promotions
API access through Apex.
Edit Multiple Fields Inline on the Report Run Page
anyone who has ever wished they could make inline edits to multiple fields and
clean data from within a Salesforce report without rerunning it every time, your
wish has been answered. A welcome enhancement to the Inline Edits on
Reports from the Summer ’21 release, the added functionality allows you to make
edits to a field with related fields on the same record. When you do this, the
related fields are marked as Pending and are updated with the new value upon saving
the edits. Multiple-field inline editing for reports has entered Beta testing
and will be available to most users in the Spring ’22 release.
Service: Bundle Service Appointments
but important enhancement here, the ability to bundle short appointments at nearby
locations allows you to assign a service tech to the bundle to complete them in
succession. Additionally, you can automate the creation of bundles and save
time on assigning multiple service appointments.
Browser Performance Improvements
who has dealt with a complex CPQ implementation knows how slow it can be to run
certain operations. By utilizing new Web Components V1 tech, Salesforce has made
the program far less browser-hungry. This update was first made available in the
Summer ’21 release and will be enforced in Spring ’22.
Net Zero Cloud
Cloud is now Net Zero Cloud and has become a core Salesforce App. It promises
to help collect, categorize, and analyze energy usage and greenhouse gas
emissions data throughout your organization’s business activities. This allows
you to gain accurate insights into your carbon footprint and identify areas of
to Work Smarter
these awesome enhancements and much more, the Spring ’22 release should provide
plenty of motivation to kickstart your year with a renewed commitment to
continuous improvement. If you wish to learn more about these updates or the
others included in the release, please check out the official release notes. If
you have any questions about Salesforce or want to talk about your Salesforce
needs, contact DB Services!
Need help with your Salesforce digital transformation? Contact us today to discuss Salesforce consulting, implementation, development, and support!
Joshua is an outgoing consultant who enjoys collaborating
with a team to achieve clear-cut goals and provide the best value for clients. He
is dedicated to creative problem-solving and process improvements that often
lead to unique, tailored client solutions.