Spring24-Release Overview - Wellingtion User Group-1.pdf

Spring ’24 Release
Overview
Wellington User Group
20 March 2024
Stephen Stanley
Salesforce Architect - goodcloud.team
e: stephen.stanley@goodcloud.team

Stephen Stanley
stephen.stanley@goodcloud.team

Multi-Factor Authentication Enablement
Auto-enablement schedule and enforcement update
* MFA will also be turned on for existing production orgs that weren’t included in one of the auto-enablement phases
that occurred between Spring ‘23 and Spring ‘24.
Customer Need
All Salesforce customers are required to log in to the UI with MFA. To help
customers with this requirement, Salesforce is automatically enabling MFA
for direct logins to Salesforce orgs.
Solution
● Spring ‘24: Final MFA auto-enablement phase for existing customers. Check
Release Updates to see if your org is aﬀected. See this release note.
● April 8, 2024*: MFA will be turned on by default for all new production orgs
created on or after this date. See this release note.
● Summer ‘24: See this release note for changes to the plan to enforce MFA for
Salesforce orgs.
When Salesforce enables MFA for an org, users have a 30-day grace period to
skip logging in with it. If more time is needed, Admins can temporarily
disable MFA. See this article for more guidance.
All Editions

Cross-Object Fields
Display fields from related records
Customer Need
Instead of creating formula fields to display data
from related objects inline, Admins would like the
ability to seamlessly display fields from related records
alongside fields from the primary record.
Solution / How To Configure
From within Lightning App Builder, cross-object fields
can be accessed from the field palette by clicking on
the little right arrows shown on lookup fields.
Use Case
An Admin would like to display the Account
phone number alongside the Opportunity fields
on the Opportunity record page.
Impact
Proliferation of formula fields to support this
type of inline field value display is avoided.

Customer Need
Ability to transfer ownership of dashboard
when someone leaves the company
To transfer ownership of a dashboard to another user when
responsibilities change, go to the Dashboards tab or go to the
Analytics tab and select Browse and then Dashboards. Find the
dashboard in the list and select the Change Owner row-level
action.
Use Case
When someone leaves your organization, you can reassign
ownership of all their dashboards with one action. On the
Analytics tab, select Browse and then Dashboards. Select the
dashboards you want to reassign (1) and use the Change
Owner option under Manage Items (2). You can change
ownership of up to 50 dashboards at a time.
Impact
True to the core customer ask
Transfer Ownership of
Lightning Dashboards

Customer Need
Ability to update fields in filters directly
Click the filter in the report builder or on the report run
page. In the Filter by window, change the field,
operator, or value. For example, you can change the
Amount field in your filter logic to a different field, such
as Probability, without rebuilding the filter logic.
Use Case
Save time when updating filter logic in response to
emerging questions or conditions. Directly change the
field in a Lightning report filter without having to delete
the filter and add a new one. In earlier releases, you
could change the operator & value but not the field.
Impact
Closes a gap from Lightning to Classic
Easily Update Fields in
Lightning Report Filter

Customer Need
Ability to drag multiple columns, ease of use
In the Lightning report builder, select multiple
columns in the report table (1) or Columns list (2)
and drag them to the new location.
Use Case
Quickly bring the data you want to focus on to the
forefront of your report. Rearrange columns in the
Lightning report builder by selecting & dragging
multiple columns at once. Multiple column actions
were previously available only in Salesforce Classic.
Impact
Closes a gap from Lightning to Classic
Rearrange Multiple Lightning Report
Columns in a single action

Einstein Copilot on Mobile (Beta)
Conversational AI assistant built into
every mobile application.
Customer Need
A conversational AI assistant built into the user experience of
every Salesforce application on Mobile. Helps customers get
trustworthy answers to their questions.
Requires GA purchase of Einstein Copilot. Org Perm must be
enabled.
Use Case
Einstein Copilot will drive productivity by assisting users within
their ﬂow of work, enabling them to ask questions in natural
language, and receive relevant and trustworthy answers that
are grounded in secure proprietary company data.
Impact
Increased productivity, less need for support
Beta

Customer Need
Using the power of Einstein Generative AI, mobile users can
use Artificial Intelligence to update fields on record page
Configured using Prompt Studio and enabled via Dynamic Forms,
Einstein Field Gen is enabled and applied in Lightning App Builder for
users to get the most out of Einstein AI.
Use Case
Einstein Field Input gives users the power of next-gen artificial
intelligence on their mobile devices to accurately input data.
Impact
Increased productivity, faster record updates.
Einstein Prompt Builder Field Input
Artificial Intelligence to update fields

Customer Need
This feature allows admins to use drag-and-drop tools in
Lightning App Builder to optimize the field-level visibility
rules on records. Dynamic Forms improves page load-time
performance and simplifies the end-user UI.
Same as desktop experience.
Use Case
Certain Sales Reps should see more fields
than their counterparts in the same profile.
Impact
Less admin time to configure pages for mobile.
Dynamic Forms on Mobile
Dynamic Forms is now available on Mobile

Customer Need
Allows admins to enable conditional rules for actions on
record pages on mobile, configured in Lightning App Builder.
Add flexibility and control to actions on your record pages
Same as desktop experience.
Use Case
Organization wants to trigger action based on
certain criteria for specific set of users.
Impact
Less admin time to configure actions for mobile.
Dynamic Actions on Mobile
Dynamic Actions is now available on Mobile

Permission Set Summary View
Quick Summary of What’s included in
Permission Set/Permission Set Group Includes
Customer Need
Admins need to be able to easily understand
what is in a Permission Set
No conﬁguration needed, use the new View
Summary (Beta) button on Permission Sets and
Permission Set Groups
Use Case
As an admin I need to quickly understand what is
in a Permission Set or a Permission Set Group.
Impact
Better experience for Admins when
troubleshooting or understanding what is in a
Permission Set or Permission Set Group

User Access Policies (Open Beta)
Automatically Apply & Migrate User Access
Customer Need
Automatically apply access when users are created, or
updated, or are in a mass migration so admins do not
have to manually assign access.
In the Spring ‘24 release there is a new UI, additional
criteria of group and queue membership, and the
ability to use picklists from the user record as criteria.
Turn on setting in User Management Settings and
assign User Access Policies Permission.
Use Case
As an admin I want to have access automatically
applied when I create or update a user. As an admin
I have to make mass changes to user access.
Impact
A better experience and increased
productivity for admins.
Available in
EE, UE

Customer Need
Sellers and sales managers need to quickly
understand deal progress and prepare for
interactions with customers.
In Setup, go to the Einstein for Sales page and
follow the steps under “Set Up Sales Summaries”.
Use Case
Create a summary prior to meeting with a
customer or prospect, to understand the status
of the relationship and any risks.
Impact
Seller/Manager Productivity
Improve Customer Relationships
Derisk Pipeline
Acme - 1,200 Widgets
Beta UE only
Requires Sales Cloud Unlimited Edition with GPT for Sales.Customer must accept beta terms when enabling.
Einstein Sales Summaries (Beta)
Get up to speed fast on deals,
customers and prospects

Account Intelligence View
Manage & grow accounts from a single workspace
Customer Need
Account Managers and Customer Success reps need to
monitor deal progress and relationship health for their
assigned accounts. The data they need (about deals,
cases, etc.) is scattered throughout the CRM.
From the Accounts tab, click the Intelligence View button
to see a new and improved view of your accounts.
Use Case
Get an all-in-one view of account activities, opportunities
and cases, to grow spend and develop stronger
relationships with customers.
Impact
Account Manager/CSM Productivity
Improve Customer Relationships
Identify Deals in Dormant Accounts
Professional Edition
& above
Feature auto-enabled in Sales Cloud Professional Edition and above

Customer Need
Users want the Pipeline Inspection view to show the
maximum amount of data, while allowing them control
over what data they focus on.
Now Pipeline Inspection shows more data and dynamically
adjusts to smaller screen sizes. Users can manually resize the
charts. And the limit for all metrics is increased from 1,000 to
2,000 records.
Use Case
Sales reps and sales managers can see more data as
They inspect their pipeline, and focus on the information
they are most interested in.
Impact
Seller/Manager Productivity
Derisk Pipeline
Close More Deals
Enterprise Edition
& above
Pipeline Inspection is included in Sales Cloud Enterprise Edition and above
Improved Pipeline Inspection UX
See more data with responsive UI
and higher record limits

Forecast Groups
Tailor forecasts to fit your business process
Customer Need
Today customers want to customize the forecast grouping for sales
leaders to forecast based on their business model
While creating a Forecast Type, when ‘Opportunity’ or ‘Opportunity
Product’ object is selected, ‘Group by’ option will appear. This option
will list the custom picklist defined for an Opportunity or OLI or Product
object to enable grouping by their applicable segment.
Use Case
Forecast by a custom group defined for the organization to set and view
forecasts that matches their business model
Adjust forecast at the defined group level to rollup accurate values
Impact
Drive forecast accuracy with confidence
& above

Customization with Adjustments view
Conﬁgurability to show Adjustments as Columns
Customer Need
Sales teams want a complete view of forecast adjustments, including
original values, manager’s direct reports adjustments and their own,
all presented side-by-side.
Select ‘Columns’ option after enabling owner and/or manager
adjustments in the ‘Enable Adjustments and Judgments’ section of
the Forecasts Setting page.
Use Cases
View adjusted forecast values alongside original values for quick
comparisons without needing to hover over each cell.
Easily see the original forecast value, even with adjustments.
Impact
Comprehensive view of forecast values and adjustments
Easy comparison of forecast values
& above

Knowledge Generative Email Replies
Email-to-Case
Customer Need
End users want the ability to create an email based on a
recommended Knowledge Article.
Enable Service AI to access this Einstein feature and conﬁgure in
Setup.
1. From the Article Recommendations component, click the
drop down arrow.
2. Select ‘Draft with Einstein’
3. Einstein will create a drafted email response grounded on
the selected Knowledge article.
Use Case
Generate a draft email response
Impact
Einstein for Service customers using Email-to-Case and Knowledge
Article Recommendations

Lightning Editor GA
Email-to-Case
Customer Need
Customers now have access to an entirely new and modern email composer for
drafting emails. Complete with new functionality like resizing the compose area,
format painter, drag-and-drop attachments and recipient ﬁelds.
Navigate to ‘Release Updates’ and enable the release update for “Transition to
the Lightning Editor for Email Composers in Email-to-Case”
Use Case
Upgrade to the new Lightning Editor for Email Composers
Impact
All Email-to-Case customers

Block File Transfers
Messaging for In-App and Web
Customer Need
Admin want to limit the inbound file attachments they receive.
Within Embedded Service Deployments, customers can limit whether they
accept file transfers or not.
Use Case
A customer is messaging into a contact center, but the contact center has
disabled file transfers. Customers will be able to send messages but not attach
any files to their messages.
Impact

Save Transcript
Customer Need
Customers want the ability to download their conversations that they have on
Messaging for In-App and Web.
Customers will have the ability to save up to the most recent 200 messages they
have with a business.
Use Case
Customers have the ability to save a transcript within the conversation that
they’re viewing.
Impact
Public developer API

Card Carousels
Customer Need
Customers want the ability to have a visual menu experience where agents can
offer their users images along with their options to select from a menu.
Configure the Card Carousel messaging component for a Messaging for In-App
and Web channel. Once configured and enabled for agents
Use Case
End user is sent a Card Carousel question with options where they are able to
browse the options and make a selection which gets passed back to the agent.
Impact
Available for all customers

Pre-Populate Pre-Chat Forms
Customer Need
Customers want the ability to pre-fill any Pre-Chat form field with values if they
already know information about a customer or their use case.
Customers can specify which data can be filled into which of the fields they
present to users, additionally customers can specify if fields are editable or not.
Use Case
Customers may know which product a customer is messaging into support
about, and the date/time of the request, so the customer pre-fills that
information on the Pre-Chat form. Now the user only needs to enter the
remaining information which the customer has requested.
Impact
Available to all customers using the latest version of Messaging for In-App and
Web

Unified Knowledge
Ground Generative AI in All Your Knowledge Sources
Customer Need
Organizations want to bring their knowledge from third-party
systems (e.g. Confluence, Sharepoint, external sites) into Salesforce
for use during case resolution / self-service & Generative AI
grounding
Can self-enable in Setup. Free usage limited to 3 months, after that
the customer needs to sign a contract with our partner ZoomIn
Use Case
Use all organizational knowledge (across sources) during case
resolution
Generative AI grounding in third-party knowledge
Impact
Knowledge Base Completeness, Average Handle Time, Case
Deflection
Note: This feature will be available starting 14th Feb, and will not be available in Preview instances

Einstein Knowledge Creation
Generatively fill knowledge gaps based on
service interactions
Customer Need
Creating new knowledge articles is expensive and time-consuming.
Plus, having gaps in your knowledge base reduces the quality &
effectiveness of your generative AI content. This product addresses
both issues.
Enable in the Einstein Generative AI Setup
Use Case
Use Generative AI to create draft Knowledge Articles from closed
cases or chat conversations
Impact
Knowledge Authoring Time, Knowledge Effectiveness, Average
Handle Time, Case Deflection

Customer Effort Score
Enhanced Scheduling & Optimization
Customer Need
Organizations face the challenge of promptly identifying and addressing
customer friction. Recognizing customer effort swiftly and accurately is key to
improving service quality and customer satisfaction.
OOTB components to display Customer Effort Score and top
contributing factors.
● CRMA admins can configure OOTB visual components
Use Case
The Case Effort Score, ranging from 1-100, quantifies customer effort using
real-time data cloud analytics, configured via Data Cloud Calculated Insights and
CRM Analytics Studio.
Impact
Increased CSAT
Reduced handle time
UE, EE with Service
Intelligence, UE+

Propensity to Escalate
Predictive Case Management & Escalation Prevention
Customer Need
Agents and supervisors need predictive insights to identify cases with a high
likelihood of escalation, enabling proactive measures.
Utilize OOTB AI models built in Einstein Studio to predict case escalation risk, easily
integrated into Service Cloud for real-time guidance.
● Select input DMO with at least 500 rows and 3 columns
● In the setup ﬂow, the Service Intelligence app will train and build Einstein
Studio models, and will create components for admins to embed within
Lightning record pages
● Review model metrics, activate model and add predict node to Batch
Transform.
Use Case
Prioritizes cases by escalation risk, aiding agents in addressing critical issues and
avoiding escalations. Provides service leaders with insights on high-risk cases for
proactive intervention and improved customer satisfaction.
Impact
SLA and Customer satisfaction
UE, EE with Service
Intelligence, UE+

Einstein Conversation Mining
Dashboard - Updates
Detailed Row Table
Customer Need
Agents require a deeper understanding of customer interactions to
eﬀectively address speciﬁc issues and improve the quality of service.
After drilling into a contact reason in Einstein Conversation Mining, a
detailed row table appears showing the Conversation Excerpts and the
corresponding records.
Use Case
By examining conversation excerpts linked to contact reasons in ECM,
agents gain deeper insights into the underlying conversations driving each
contact reason.
Impact
Agents gain a more informed view into underlying contact reasons in ECM.
UE, EE with Service
Intelligence, UE+

Knowledge Usage Dashboard
Knowledge Interaction Insights & Analytics
Customer Need
Service agents and leaders require detailed insights on Knowledge Article
interactions to evaluate effectiveness, ensure compliance, and assess ROI.
Introduce the "Knowledge Article Engagement" Data Cloud object to log every
engagement with Knowledge Articles, featuring comprehensive fields for
detailed reporting and analysis, supported by CRM Analytics and Service
Intelligence dashboard components.
Use Case
Service agents gain the ability to track article engagement, enhancing their
understanding of knowledge effectiveness and customer needs. Knowledge
Managers access detailed reports on article usage across channels, enabling
strategic improvements and compliance assurance.
Impact
Customers can evaluate effectiveness, ensure compliance, and assess ROI.
UE, EE with Service
Intelligence, UE+

Service Intelligence Home Snapshot
Embed Agent Snapshot on Home Page
Customer Need
Agents needed quick and easy access to relevant information at a
glance. Having to navigate through multiple screens or systems to
gather necessary data was time-consuming and ineﬃcient.
Navigate to Lightning App Builder, click edit page, add the
component to your home page, and save.
Use Case
Service Intelligence provides an Agent snapshot that can be
embedded on the agent’s Home Page.
Impact
Agents can view a dashboard with their incoming cases and
historical performance directly on their homepage.
UE, EE with Service
Intelligence, UE+

Reactive Long Text Area
Long Text Area now reacts to
changes on the same screen
Customer Need
Users often want to create dynamic templates or blocks of text
based on radio buttons or other criteria changing on a screen.
Create a Text formula resource and use it as the default value of
the Long Text Area component. Ensure your ﬂow is running API
59+ Below is an example formula:
Use Case
Create a case description template based on the case type
selected
Impact
Users will dynamically be able to display messages
based on criteria on the same screen

Reactive Text Templates
Create scalable, reactive Screen Flows
with Text Template resources
Customer Need
Customers often need to mix static text and screen
resources and don’t want to create formulas.
Create a text template resource with Plain Text mode selected,
then reference any same-screen component within it. Below is
an example:
Use Case
Create a reusable conﬁrmation message that can be used in
multiple reactive Display Text messages across the screen that
contains references to some component on the screen.
Impact
Users will be able to populate a reusable text template
based on criteria on the same screen
Example

Customer Need
Previously when a customer needed to search across
records within a Data Table, any selections made
previous to the search would be lost. Now selections
are maintained across record searches.
No extra steps are needed.
Use Case
Search through a collection of contact records with
diﬀering criteria to aﬃliate with an account
Impact
Selections will be maintained across record
searches and will no longer need re-select previously
selected in previous searches
Data Table Row Selections Now
Maintained on Search
When searching for records, selections are retained

Repeaters (Beta)
Enable users to create lists of data at runtime
Customer Need
When admins need to collect multiple sets of data, they often don’t know how
many the end user will need to add. The only way to accomplish this was to
manually reroute the user back to the same screen over and over again or to
build a bespoke component (full code).
1. Add a Repeater component to your screen.
2. Drag other components into the repeater and configure them.
3. Add a Loop to your flow to map the resulting collection data into the
right data structure, such as a CRM object or Apex-define type for
external services.
4. Use Create Records or an external callout to commit the data you
collected in the Repeater component.
Use Cases
● Add work & education history to job application
● Add vehicles & drivers to insurance policy
Impact
Users will now be able to add multiple items to a list from a single screen instead
of going back to the same screen over and over again

Input Validation for More Components
Ability to validate input from
custom and standard components
Customer Need
There is no easy way to validate the input coming from custom
components and our standard Lightning components like Name,
Address, Data Table, and Email.
In supported components, provide an error message and a formula
that must evaluate to true for the screen to proceed in the Validate
Input section of a component conﬁguration.
Use Case
● Ensure users create contacts that match their account’s state or
country
● Ensure an opportunity that is selected from a data table is in the
right Stage before proceeding
Impact
Users will now be able to validate inputs from
custom and standard components
Example: Enforce a user to always select the
account’s country when creating a new contact.

Transform (Beta)
Seamlessly Map, Transform, and
Optimize Your Data Journey
Customer Need
Customers often times need to visualize, map, and transform data
within complex data hierarchies. The Transform element helps
customers do this in a simple and visual manner.
1. Map from a collection to a number field to start aggregating
2. Click on the “+” on the Source Data to add multiple input sources
3. Enter a primitive value without merge field into formula editor to
add static value
Use Cases
● Aggregate roll up summary from a collection (COUNT,SUM)
● Use multiple input sources to transform your data
● Define static value in mappings
Impact
Users will have an additional element available to them to enable
them to easily transform their data in a visual manner

Easier Flow Resource Selection
Rollout has expanded to more elements
Customer Need
Users struggle to find the right item
when selecting flow resources.
In Spring 24, friendly resource picker has been extended for
more use cases. In addition to Create Records, it’s now
auto-enabled for Update Records, Delete Records,
and Get Records elements when selecting flow resources within
the records and record collections fields.
Use Case
Find resources more easily with friendlier label names, tooltips
with helpful info, resources grouped under the element it was
created in, breadcrumbs to maintain context of the data
structure of the resource, and intuitive icons.
Impact
Reduced time to find the right resource
Helps reduce errors caused by selecting incorrect resource

Save a Dra
Save your work as you go
Customer Need
Users want the ability to save their flow without
having to fully configure it so that they can continue
building it later and not lose their work.
In Spring ‘24, Save a Draft is automatically supported for all
elements except Screens and Actions. For supported
elements, you can save your flow without having to finish
configuring or resolving errors. When you save, warnings
display with what to fix before you can activate your flow.
Use Case
Save your work, even if you don't have
all of your flow's details figured out.
Impact
Helps prevent lost changes
Enables iterative building of a flow

Customer Need
Users want the ability to navigate their flow without
having to complete the configuration of an element.
In Spring ‘24, panels are automatically enabled for all elements
except Screens and Actions. Click Undo/Redo button in the
header to revert changes to an element. Click X to return to
canvas.
Use Case
Maintain view of the canvas while editing an element,
strengthening context. Navigate flow canvas without having
to complete configuration of property editor.
Impact
Strengthens contextual knowledge
Enables a more fluid workflow
Panel-Based Elements
Maintain context of your flow
while configuring elements

Migrate to Flow: Partial Migration
Migrate uncommon Process
Builder use cases to Flow
Customer Need
Previously the Migrate to Flow tool could either fully migrate a Process
Builder criteria or not, depending on what it contained. The tool only
fully supported migration of the most commonly configured actions.
Check the Migratable column of the Migrate to Flow tool on processes -
it will now say ‘Partially’ for certain criteria. After migration, the tool will
let the user know which parts of the migrated flow will need additional
configuration.
Use Case
Migrate less common actions from Process Builder using the migration
tool, and then further configure them in Flow to finalize the migration.
This can be especially helpful if you want to use the Migration tool
capabilities to migrate pending scheduled actions to scheduled paths,
but they previously contained an unsupported action such as Post to
Chatter.
Impact
Migrate to Flow from Process Builder

Identify Flows Using Email Alerts
Track which flows are reusing a specific email
Customer Need
Customers have the ability to reuse emails they’ve configured
in different automation scenarios, but it is limiting if they
don’t understand where that email is being used.
Find in Setup under Process Automation / Workflow Actions /
Email Alerts. Select a specific email alert and there is a new
list called “Flows Using This Email Alert.” This will work on
existing orgs, no additional configuration needed
Use Case
Discover what automation might be impacted when
editing or updating a reusable Email Alert.
Impact
Migration from Workflow Rules to Flow (parity item)

Thank you
Contact me: stephen.stanley@goodcloud.team
Salesforce Architecture Guidance
Partner Quality Management
Integration Development
Non-Proﬁt Success Pack Guidance
Salesforce Flow Design/Development
Anything where you need a second opinion

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