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Salesforce World Tour Unpacked: The Top 5 Takeaways

With so many exciting things happening all at once our team have digested the day and put together the top 5 game-changing takeaways

1. Availability of Einstein capabilities across Salesforce clouds

Customers can now utilize Einstein’s AI capabilities to mine their own CRM data. Salesforce has infused these advanced AI capabilities straight into the platform architecture as opposed to releasing it as a seperate cloud. Einstein automatically discovers relevant insights, predicts future outcomes, recommends next best steps and even automates tasks.

Salesforce Einstein is now available for:

  • Sales Cloud
  • Service Cloud
  • App Cloud
  • Commerce Cloud
  • Community Cloud
  • Marketing Cloud
  • Analytics Cloud

Future releases (safe harbour) will introduce more advanced machine-learning capabilities across clouds.

2. Regional AWS instance of Salesforce specific to ANZ

This is a massive announcement and particularly one for which quite a few ANZ customers have been waiting for from Salesforce. Salesforce usually houses ANZ customer’s primary org from their data centre in Japan with replications across (EMEA and Americas). Salesforce selected AWS as its preferred public cloud infrastructure provider in May last year as part of its international infrastructure expansion strategy.
Prior to the announcement, a number of Salesforce services, including Heroku, Marketing Cloud Social Studio, SalesforceIQ and the Salesforce IoT Cloud were already running on AWS infrastructure.

With the AWS partnership, Salesforce will aim to utilise AWS’s public cloud infrastructure for the areas where it doesn’t have in-house reach currently. This means that Salesforce’s core services, including Sales Cloud, Service Cloud, App Cloud, Community Cloud and Analytics Cloud will be available on AWS locally from Sydney, to better support customers and address some data security & privacy concerns.

3. Data-driven AI / machine-learning capabilities of Salesforce Einstein for Sales Cloud – Lead Scoring, Opportunity Insights and Account Insights

With the initial release of Salesforce Einstein capabilities, Salesforce Sales Cloud has been the biggest beneficiary as there are some amazing features that have been released:

  • Einstein Lead Scoring – Prioritize the highest value leads and always know who to call
  • Einstein Account Insights –  Always know what is impacting your customers
  • Einstein Opportunity Insights – Know which opportunities are most or least likely to close and why

Einstein’s advanced machine learning capabilities are aimed towards empowering Sales teams to work smarter and efficiently by focusing on what matters most.

4. Lightning Service Console(Beta) and Lightning Knowledge(Beta)

Lightning Experience is the latest way of working with and leveraging Salesforce capabilities. With the latest release (spring’17), Salesforce has announced availability of Service Console in Lightning Experience. The console itself has seen a major overhaul in terms of how tabs & sub-tabs are laid out for Service Agents. All the improvements and new capabilities are geared towards providing everything a Service Agent might need into a single screen with easy & intuitive navigation. With the new release, Customers will get an out-of-the-box Service Console app, a streamlined setup flow just for service-related features, and even more bells and whistles.

Lightning has struck Salesforce Knowledge big time! Probably in one of the biggest overhauls of the product itself, Salesforce Knowledge has now transitioned to Lightning Knowledge. And it’s not just about the name that has changed. Salesforce has fundamentally changed the way Knowledge Articles are created and managed from within the App. The biggest change is the shift to Record Types based object model. This in itself opens up loads of standard platform capabilities and empowers customers to build a better and robust knowledge base for internal and external audiences.

Lightning Knowledge gives you a high-powered yet streamlined way to manage your knowledge base. With Lightning Knowledge, you get the benefits of standard objects that work just like other objects in Salesforce. Lightning Knowledge is best for orgs new to Knowledge or for existing orgs that can easily consolidate to one article type, have few data categories, and use single-language mode

5. Einstein Vision – Predictive vision service API delivered by Metamind

Salesforce recently announced Einstein Vision, a set of powerful new APIs that allow developers of all skill levels to bring image recognition to CRM and build AI-powered apps fast. Einstein Vision allows companies to unlock powerful insights within photos—from detecting inventory levels and product quality to identifying consumer trends and customer preferences.

At its core, the Einstein Vision API enables customers to tap into the power of AI and train deep learning models to recognize and classify images at scale. Customers can either use pre-trained classifiers or train their own custom classifiers to solve unique use cases.

Now that you have hopefully caught your breath if you would like more information please feel free to get in touch!

 

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