Einstein Intent lets you create a model that handles predictions for unexpected, out-of-domain, text. Out-of-domain text is text that doesn’t fall into any of the labels in the model. Where: This change applies to Lightning

Chats with customers often include valuable interactions that result in a case field update. Help support agents wrap up cases faster with on-demand recommendations that are based on chat data and closed case field values. Where: This

Awesome animations help users know their experience is working. For Channel Menu and Chat provide this reassurance and simultaneously allow customers with vestibular impairments or slow network speeds to turn the animations off in their OS

In the latest release of the Embedded Service SDK, we focused on accessibility improvements and bug fixes. Where: This change applies to the Service SDK for Mobile Apps for iOS (version 224.0.0) and Android (version 224.0.0). How: For

Provide a modern experience for your customers with a streamlined Embedded Chat header. The narrower design keeps the critical content in the main window for more focused interaction. Where: This change applies to Lightning Experience in

Quickly preview your Channel Menu branding choices during setup. See how your colors, icons, fonts, and text look in a live view before deployment to your website or Salesforce community. Where: This change applies to Lightning Experience

Reimagine your customer’s chat experience using the Embedded Service API to dynamically update your button settings. Replace the default start button and move it to another location on your web page. Create an end chat or clear the session data

Create post-chat customer surveys to rate your agents’ service or ask a question. Salesforce Surveys are easy to set up and provide valuable engagement feedback. Where: This change applies to Lightning Experience in Professional, Performance,

We know how important our documentation is to your company’s success. We want to know what works for you and what doesn’t. Trailblazer Community—Post your feedback in the Release Readiness Trailblazers

Add criteria-based rules for time sheets to provide access to the right people. For example, you can create a rule that shares submitted time sheets with the accounting department or a partner manager group. Where: This feature applies to

Work smarter and faster in the appointment list in the dispatcher console. Select appointments from different views and open the selected list with a single click. Hover over appointments and view details, or add icons that communicate

Enhanced optimization makes it painless to respond to last-minute changes and build schedules that align with KPI goals. Previously, to access in-day optimization, predictive travel, and scheduling recipes, you activated enhanced optimization.

Create expenses linked to work orders. From duct tape to travel costs, your team can keep track of expenses. Where: This feature applies to Lightning Experience in Enterprise, Performance, Unlimited, and Developer editions. How: In the

Save time and taps for your field service workers with URIs that launch flows and quick actions in the mobile app. For example, use a deep link to run a custom flow. You can also pass data in the URI, for example to pre-fill some fields.

You can send up to 20,000 iOS and 10,000 Android push notifications per hour per org. Where: This change applies to the Field Service mobile app in Enterprise, Performance, Unlimited, and Developer editions. See Also Send More

Learn at a glance how global optimization affects your KPIs. When you tweak a scheduling policy and optimize the schedule, you can see if the change lowers travel times or improves utilization. A results snapshot shows metrics before and after

Celebrate progress with a virtual confetti toss as your user reaches a designated Path stage on a product request or product request line item. Where: This change applies to Lightning Experience and Salesforce Classic in Enterprise,

Apply sharing rules to maintenance plans and extend access to users in public groups, roles, or territories. Share maintenance plans based on the owner or other criteria. Also, share Service Contract records based on criteria other than the

With Summer ’20, Connect REST API no longer returns an Adobe Flash rendition by default. In Winter ’21, Connect REST API stops creating Adobe Flash renditions. Switch to an SVG rendition. Where: This change applies to Lightning

The filters narrow down the list of release notes on the right side of your screen, not the content on the left. Experience See which features are available in Lightning Experience, the Salesforce mobile app, and

Get the correct values for merge fields in approval email alerts. Use Metadata API, change sets, and unlocked packages to control the order in which approval processes are evaluated. Update Email Alerts That Use Corrected

You can now use the Translation Workbench to translate tab labels for Lightning pages. Previously, Lightning page tab label translations could only be done via Metadata API. Where: This change applies to Lightning Experience in all

Now you can assign a least-privilege profile to a user, and then add more permissions via permission sets and permission set groups. The Minimum Access - Salesforce profile includes Access Activities, Chatter Internal User, Lightning

Review access changes to Customization features that take effect with the Summer ’20 release. Muting Permission Sets Access to muting permission sets is limited to authenticated users with the View Setup and

You can send up to 20,000 iOS and 10,000 Android push notifications per hour per org. Where: This change applies to mobile apps installed from the AppExchange that send push notifications. Packages can be installed in Essentials, Group,