Salesforce Spring ’23 Release — Here’s What’s New!

ByOITC Creative

Salesforce has significantly updated its Sales Cloud, Service Cloud, Flow & Deployments, and Account Engagement products. Here we take a closer look at each of these products and the exciting new updates.

Sales Cloud

Sales features and productivity tool updates include:

  • New and improved forecast page experience
  • Tracking forecasts based on custom dates
  • Tracking compensation using territory management
  • Breaking up record details in leads using dynamic forms
  • Conversation milestones
  • Inbox users can use a link for customers to select the best time
  • Inbox users with Gmail and Outlook can propose future meeting availabilities with one click
  • Sales reps can build their own processes to manage the cadence they own
  • Revenue Intelligence with Account Discovery and Einstein Discovery models
  • Pipeline Inspection with changes over time and editing of multiple opportunity record types inline
  • Enablement for Sales Teams with Einstein Conversation Insights and integration with Microsoft and Google
  • Salesforce Maps Portfolio for building marker layers and limiting errors

Service Cloud

A range of customer service features and AI-powered tools have been updated, including:

  • New features in messaging and service cloud voice (messenger, Messaging for in App & Web)
  • Einstein for Service, including Einstein Conversation Mining, Einstein Bots, and Goals
  • Swarming to collaborating with experts and solving customer queries quickly
  • Customer Service Incident Management with broadcast Slack messages and alerts
  • Routing for Omni-Channel supervisors with metrics in the Omni-Channel Wallboard
  • Knowledge with valuable article insights, translations, reporting on draft articles, and updated Knowledge AppExchange packages.
  • Cases with Lightning threading, streamlined case feed, Gmail and Outlook integration, and a default No-Reply email address
  • Shift Scheduling for Salesforce Contact Centre
  • Feedback Management with expanded distribution scope of surveys

Salesforce Flow & Deployments

New flow integration, flow builder, and orchestration features include:

  • MuleSoft Composer for Salesforce is now Flow Integration for easy data integration and process invocation
  • Flow Builder with external data integration and interactive components in flow screens
  • Flow Orchestration with advanced settings, Record-Triggered Orchestration, and mobile device completion
  • OmniStudio for creating consumer-grade, guided interactions
  • New and changed components for change sets

Account Engagement

General enhancements and a range of new features, including:

  • Account optimiser to improve system processing
  • Automation rules retirement
  • Salesforce Event Enhancements with virtual and hybrid events, email tracking, and more
  • Einstein Forecasting Enhancements with forecast trending charts and Einstein Discovery models
  • Einstein Lead Scoring Enhancements with model-based lead scoring
  • Lead Nurturing Enhancements with marketing activities and the lead lifecycle report
  • Lead Qualification Enhancements with new lead qualification criteria and new lead-to-account matching rules

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