Top Features and Updates from Salesforce Winter’25 Release

Table of Contents

1. Introduction
2. Salesforce Winter ’25 Features For Admins
3. Salesforce Winter ’25 Features for Developers
4. Top Salesforce Winter’25 Release Flow Features and Updates
5. Top Winter’25 Updates for Marketing Cloud Growth
6. Top Winter’25 Updates for Sales Cloud
7. Top Winter’25 Updates for Service Cloud

Embrace the chill and thrill of the Salesforce Winter ‘25 Release! This season’s update is like a fresh snowfall, bringing a wave of cutting-edge features to invigorate your CRM. 

Imagine a Lightning experience so dynamic it highlights your data with dazzling precision, or list views that load at lightning speed, transforming your day-to-day tasks. With AI-enhanced formula creation and mobile enhancements that keep you agile on the go, this release is all about making your Salesforce journey smoother and more powerful. Unwrap the possibilities and see how these innovations can redefine your CRM experience!

Let’s dive into the details of the Winter ’25 features to see what’s new.

Salesforce Winter’25 Features For Admins

1. Configure Record Highlights in Lightning App Builder

The Dynamic Highlights Panel introduces a new level of customization for your Lightning record pages. It replaces the compact layout and traditional highlights panel with a more flexible option, allowing you to display up to 12 fields tailored to your needs. Key features include:

• Primary Field Selection: Designate a Primary Field (recommended as the record’s Name) to serve as the header for the panel.
• Filter Criteria: Customize which fields are shown based on the criteria you set.
• Mobile App Configuration: Extend the Dynamic Highlights Panel to mobile Record Pages for a consistent experience across devices.

Example: Imagine you manage customer records and want sales reps to see key information immediately. You configure the Dynamic Highlights Panel to show fields like “Account Status,” “Last Interaction Date,” and “Opportunity Value.” By setting “Account Name” as the primary field, it appears prominently, helping reps quickly focus on crucial details.

2. Enable Dynamic Highlights Panel and Dynamic Forms on Mobile With One Click

Simplify the process of rolling out Dynamic Forms and the Dynamic Highlights Panel on mobile devices with a single click. This streamlined approach saves time and ensures a consistent user experience across both desktop and mobile platforms.

Example: Your sales team frequently uses Salesforce on their phones. By enabling Dynamic Highlights Panel and Dynamic Forms with one click, you ensure they see the same essential fields and form layouts on mobile as on their desktops, enhancing efficiency and consistency.

3. Make Record Fields Stand Out With Conditional Formatting

Enhance your Dynamic Forms-enabled pages with conditional formatting. Customize icons and colors to visually differentiate fields based on specific criteria or values. Examples include:

• Lead Relationship Field: Display a green happy-face icon for “Hot,” a yellow neutral face for “Warm,” and a red sad-face for “Weak.”

Example: On a Lead record page, you use conditional formatting to make the “Lead Relationship” field visually distinct. A green checkmark appears for high-priority leads (“Hot”), a yellow exclamation mark for medium-priority leads (“Warm”), and a red cross for low-priority leads (“Cold”), helping sales reps quickly prioritize their follow-ups.

Note: Use conditional formatting thoughtfully to maintain clarity and usability in your org.

4. Add Calculated Fields to Your Lightning Reports With Einstein Generative AI

Leverage Einstein Generative AI to simplify the creation of Summary Formulas and Row-Level Formulas in reports. The process involves:

• Describe Your Calculation: Input your calculation needs in plain language.
• Review and Insert: Einstein suggests a formula that you can insert directly into your report.

Example: You need to calculate “Customer Lifetime Value” in your sales report. Instead of manually writing the formula, describe it to Einstein Generative AI as “Calculate total revenue minus total costs over the customer’s lifetime.” Einstein suggests a formula that you can then insert into your report, speeding up your workflow and reducing errors.

Note: Available for Lightning Experience in Enterprise, Performance, Unlimited, and Developer editions with Einstein 1 Sales Edition or Einstein 1 Service Edition and the DC Report GPT add-on.

5. Do More With Custom Report Types (Beta)

The revamped Custom Report page in Setup enhances usability and flexibility. Key improvements include:

• Streamlined Layout Editor: Manage custom fields and sections with greater ease.
• Expanded Field Limits: Add up to 1,000 fields in the report type layout using lookup fields.
• Enhanced Customization: Search for fields, view details, and adjust names directly within the editor.

Example: You need a custom report to analyze regional sales performance. With the new Custom Report page, you can drag and drop fields like “Sales Region,” “Total Sales,” and “Target Achievement” into your report layout. You can also add up to 1,000 fields, providing a comprehensive view of your data.

6. Get Better Performance for List Views on Custom and Standard Objects

List views for custom and standard objects now render faster using Lightning Web Components (LWC) instead of Aura. This update enhances performance and improves user efficiency.

Example: Your list views for custom objects like “Support Tickets” used to load slowly. With this update, list views are faster and more responsive, allowing you to quickly access and manage your support tickets.

7. Make Inline Edits With the Enhanced User List View

The User List View now features an enhanced mode that offers a modern UI and allows inline editing. You can view, sort, filter, and modify records directly within the list view without navigating away.

Example: You need to update contact details for multiple users. The enhanced User List View lets you edit fields like “Email Address” and “Phone Number” directly within the list view, streamlining the update process and saving time.

8. Improved User Access Summary Page

The User Access Summary page has been revamped to provide a consolidated, at-a-glance view of user information, simplifying access management.

Example: You’re managing user permissions and need an overview of access rights. The improved User Access Summary page consolidates this information, making it easier to review and manage user access.

9. Get Insight into How a User’s Permissions are Granted

The new “Access Granted By” feature provides a pop-up view showing Permission Sets, Permission Set Groups, or Profiles that grant access, streamlining permission management.

Example: Troubleshooting why a user cannot access a specific object, you click “Access Granted By” and see a pop-up showing which Permission Sets or Profiles are granting or restricting access, helping you resolve issues quickly.

10. See How Object Access is Granted in Object Manager

View detailed information about which permission sets, permission set groups, and profiles provide access to an object and the specific level of access granted.

Example: You need to verify which profiles have access to a sensitive object like “Financial Reports.” The Object Manager now lets you see a detailed breakdown of access levels provided by various permission sets and profiles, ensuring appropriate access control.

Salesforce Winter ’25 Features for Developers

Introducing the New Documentation Site: Einstein for Developers

• Unified Documentation: The newly launched Einstein for Developers documentation site brings together all related resources into one centralized location, offering a streamlined user experience.

-Improved Design: Aligns with other developer guides for a consistent look and feel.

-Enhanced Navigation: Simplifies finding the necessary information with a redesigned interface.

Example: Users will find documentation on Beta features and APIs in a single, easy-to-navigate site. Previous links to old documentation will automatically redirect to this new documentation site.

Metadata API

• Customization Enhancements: New and modified metadata types support advanced customization:

1. Lightning Experience Transition Tools: Accessible via External Application Settings.
2. Public Groups and Queues: Now include descriptions for better organization.

Example: Add descriptions to public groups to clarify their purpose within your Org.

• Development Features: Includes new capabilities for more robust development:

1. Parallel Subscriptions: For platform event Apex Triggers.
2. Heroku Integration: Generate actions from External Services.

Example: Use Heroku apps to create actions in Salesforce that are accessible via Flow Builder.

• Security and Identity Updates:

1. OAuth Client Credentials: Now accessible via REST API.
2. Headless Identity Flows: Supported with OAuth 2.0 authorization challenge endpoint.g

Example: Securely manage OAuth credentials with new REST API methods.

• Service Improvements:

Embedded Messaging Channels: Enhanced with new metadata subtypes for pre-chat forms, dropdown fields, auto-response messaging, and JWT validation.

Example: Manage auto-response messages and pre-chat forms more effectively with new metadata options.

Free-Tier Event Monitoring

• Improved Tracking: Salesforce now provides free-tier access to Event Monitoring, offering advanced tools for tracking and troubleshooting Apex code exceptions.
• Detailed Event Logs: Analyze Apex Unexpected Exception events with detailed log files.

Example: Gain insights into the context of an Apex exception to diagnose and resolve issues more effectively.

• No Additional Costs: Available across all Salesforce editions, making advanced debugging tools accessible without extra charges.

Heroku Apps in Setup (Beta)

• Integration Feature: Salesforce introduces the Heroku Integration add-on, allowing users to explore and integrate Heroku apps within Salesforce Setup.
• External Services: Publish Heroku apps as External Services, accessible as actions in Salesforce.

Example: Use Heroku app APIs within Flow Builder to query and write data back to Salesforce and Data Cloud.

• Availability: This feature is in Pilot and available for Enterprise, Unlimited, and Developer editions, with specific terms for participation.

Updates to Lightning Web Components

• Enhanced Components: Several updates improve functionality and accessibility:
  1. Lightning-DataTable: Validation errors are now displayed directly on edited cells.
  2. Lightning-HelpText: Supports tooltip launching via mouse and keyboard interactions.
  3. Lightning-Input: New badNumericInput validity error and improved date input format display.

Example: The Lightning-Datatable now shows validation errors on the specific cell being edited, rather than the entire table.

• Accessibility Improvements:

Lightning-modal: Enhanced with a white background fill on the close icon to meet contrast ratio requirements.

Example: Improved accessibility for users with visual impairments with better contrast on modal components.

Develop Lightning Web Components With TypeScript

• TypeScript Support: Salesforce now supports TypeScript for developing new Lightning Web Components (LWCs) and converting existing JavaScript-based components.
  1. Productivity Boost: Improves code quality and development efficiency.
  2. Developer Preview: Available as a preview, not yet generally available.

Example: Configure TypeScript for your LWC project by installing TypeScript version 5.4.5 or later and setting up the necessary configuration files.

LWC Real-Time Preview

• Local Dev Feature: Introducing a real-time preview feature for LWCs, available in Beta.
  • Automatic Updates: Preview updates in the browser as you make changes to the source code.
  • Replaces Existing Server: Offers faster iteration compared to the previous LWC Local Development Server.
• Example: Use Local Dev to see immediate updates on your Lightning app or Experience Cloud site without manual page refreshes.

External Object Mock SOQL Tests

• Mock SOQL Tests: Enhance Apex unit tests for external objects with new SOQL stub methods and test classes.
  • Simulate SOQL Responses: Run simple and combined SOQL queries on external objects.
• Example: Create mock test classes to simulate SOQL query responses and test Apex code handling of external object data.

Use REST API for Access to External Client App OAuth Consumer Credentials

• Secure Credential Management: New REST API resource for securely storing and accessing OAuth client credentials.
  • Enhanced Security: Replaces the older, less secure method of storing codes.
• Example: Use the Credentials Connect REST API to ensure your OAuth consumer credentials are protected and not exposed publicly.

Top Salesforce Winter’25 Release Flow Features and Updates

Errors and Warnings Pane

The Errors and Warnings pane in Salesforce Flow helps users swiftly pinpoint and address issues that could stop a flow from being saved or activated. It organizes errors and warnings into categories, simplifying the review process.

Example: Suppose you’re building a flow to automate lead qualification. If there’s an error in one of the decision elements (e.g., a missing field reference), the Errors and Warnings pane will highlight the exact issue and provide a direct link to the problematic element, so you can fix it without searching through the entire flow.

Simplified Flow Resources

Creating variables and constants is now more streamlined with improved grouping and labeling of flow resources like Text, Number, Currency, Boolean, Date, and Date/Time.

Example: If you’re creating a flow that calculates the total value of a sales order, you can quickly create a “Currency” variable labeled “TotalOrderValue” and a “Number” constant for “DiscountRate” in the Flow Builder’s Manager panel. These resources are organized and easy to find, speeding up the process.

New Flow Builder Tips

Salesforce has added tips within Flow Builder that provide advice on optimizing your flows. These tips help you avoid designs that could slow down your automation or hit system limits.

Example: While building a flow to handle customer service case routing, you might see a tip suggesting that too many nested loops could slow down the flow. The tip might recommend using a different structure, like fewer decision points or an Apex trigger, to improve performance.

Einstein Generative AI (Beta)

With Einstein Generative AI, you can now create flow formulas by simply describing what you need, and the AI will generate the appropriate formula for you.

Example: Let’s say you need a formula that calculates a 10% discount on a product’s price. Instead of manually creating the formula, you can describe it in plain language: “Calculate a 10% discount on the product price,” and Einstein AI will generate the formula: Product_Price__c * 0.9. You can then review and implement this formula in your flow.

Editable Einstein Instructions

Einstein instructions can now be edited directly within Flow Builder, allowing for on-the-spot adjustments.

Example: If you’re using Einstein to generate personalized email content in a flow, you can easily tweak the instructions for tone or content directly in the Einstein window without restarting the flow creation process. This makes refining and improving your automations quicker and more efficient.

Subflows in Prompt Flows

You can now include an active prompt flow as a subflow within your main flow. This feature helps in breaking down complex automation processes into smaller, more manageable parts.

Example: Imagine you have a main prompt flow that collects customer feedback. You can add a subflow to handle specific feedback on product quality. This subflow might include a detailed questionnaire, with the results passed back to the main flow for further processing, such as triggering alerts or generating reports.

Expanded Email Options

The Send Email action in Flow Builder now supports adding up to 150 email recipients using CC and BCC fields, increasing from the previous limit of 5.

Example: If you’re creating a flow to send out a promotional offer, you can now include additional team members in the CC field to keep them informed, while using the BCC field to discreetly send the offer to a select group of partners without revealing their email addresses to others.

Scheduled Flows Limit in Debug Details

The Debug Details panel now displays your organization’s daily limit for scheduled flows, helping you manage flow execution more effectively.

Example: If your company runs scheduled flows for monthly reporting, you can use the Debug Details panel to check how many flows you have left for the day, ensuring you don’t exceed your limit and that all critical reports are generated on time.

Action Buttons for Screen Flows

The improved Action Buttons in Salesforce screen flows now display a running status and allow you to reference the action’s progress in other parts of the flow.

Example: In a flow that updates customer records, an Action Button might trigger an auto-launched flow to update multiple records. As the action progresses, you can disable other buttons or display a loading icon, ensuring users don’t perform conflicting actions while the update is in progress.

Top Marketing Cloud Growth Updates in the Salesforce Winter ’25 Release

Marketing Email Personalization

• Dynamic Email Content: Now you can display different variations of content based on the recipient. Customize:
  • Subject Lines: Tailor based on user behavior or preferences.
  • Preheaders: Adjust to better engage the recipient.
  • Email Components: Show different product recommendations or images.
• Example: Personalize emails to show relevant product suggestions based on past purchase history.
• Event-Triggered Content Automation: Use the new ‘Event’ campaign template to automatically trigger emails or SMSs when significant interactions occur, such as:
  • Purchases
  • Form Submissions
• Example: Automatically send a welcome email with a discount code when a user signs up for an account.
• Enhanced Merge Fields: Now you can include more detailed information beyond just the recipient’s data, such as:
  • Product Purchase Information: Highlight recent purchases or related products.
• Example: Insert a dynamic field showing the most recent product a customer bought in a follow-up email.

Opportunity Influence

• Streamlined Attribution: Opportunity Influence simplifies linking marketing activities to sales revenue. It allows:
  • Direct Attribution: Automatically associate actions like email clicks with opportunities.
• Example: If a lead clicks on an email, it’s directly attributed to their associated sales opportunity without complex record associations.
• Flexible Reporting: Choose between first-touch or last-touch attribution to analyze campaign effectiveness:
  • First-touch: Focuses on initial engagement.
  • Last-touch: Highlights the final push before closing.
• Data Cloud Integration: Leverage Data Cloud to manage object associations for Opportunity Influence. Initial setup in Data Cloud is necessary before activation in Salesforce.

Einstein Copilot Generally Available

• Enhanced AI Assistance: Einstein Copilot is now available across the Salesforce platform, offering support for:
  • Campaign Briefs
  • Messaging
  • Branded Content
• Example: Use Copilot to draft a campaign brief and then review and finalize it manually.
• Grounded AI: Copilot operates within the boundaries of your organization’s data, protected by the Einstein Trust Layer to ensure privacy.
  Example: Generate content based on your company’s specific data, ensuring security and relevance.
• Access: Find Einstein Copilot in the top navigation bar by clicking the Einstein logo.

Einstein Copilot Branding Fields

• Brand Identity Setup: Define your organization’s brand with:
  • Brand Blurb
  • Default Tone: Professional, casual, urgent, or inquisitive
• Example: Set a professional tone for executive communications and a casual tone for customer newsletters.
• Tone Flexibility: Adjust the tone for specific assets as needed using natural language prompts.

Data Prism

• Data Model Descriptions: Data Prism adds annotations to your data models in Data Cloud, bridging the gap between marketing needs and data model design.
  Example: Annotate customer segments to clarify their purpose for both marketers and data administrators.
• Roll-Out: Available starting September 2024. Ensure Einstein Segment Creation is enabled.

Share Content Across Workspaces

• Centralized Content Repository: Salesforce CMS serves as a unified hub for:
  • Marketing Teams
  • Other Departments
• Example: Manage and track the usage of brand assets such as logos and approved images, across different teams.

Update Required Marketing Data Kits

• Refreshing Data Kits: Keep data kits up-to-date for seamless functionality with Data Cloud. This involves:
  • Marketing Data Kits: Update via Marketing Cloud setup assistant.
  • Sales Data Kits: Reinstall and deploy CRM data bundles.
• Example: Use the one-click update feature to refresh all required Marketing Cloud Growth data kits.

Misc Updates

• Skip the Alt Text for Decorative Images: Reduces distractions for screen readers by omitting alt text for purely decorative images.
• MCGSetupUserPerm: Grants access to the Marketing Cloud Growth setup assistant, useful for delegating admin access temporarily.
• Interface Updates: Includes:
  • Campaign and Activity Widgets: Enhanced m,gat-a-glance data.
  • Content Status Badges: New badges for campaign status.
  • Quick Replace Option: Easily update images.
  • Improved Navigation: Better navigation in the attribute library.
  • Einstein Segment Creation Attributes: Categorized into suggested/additional.

Also Read: Everything You Need to Know About the All-New Salesforce Marketing Cloud Growth Edition

Top Winter’25 Updates for Sales Cloud 

1. Seller Home Now Accessible Across All Apps

Seller Home, once restricted to select standard apps, can now be established as the default template for all applications. This improvement is crafted to empower your sales team by delivering a comprehensive business overview. Sales users can now instantly access a vast array of information, including:

• Opportunity Overview
• Account Overview
• Lead Overview
• Contact Overview
• Weekly or Monthly Goals
• Today’s Events
• To-Do Items
• Recent Records
• Contact Suggestions (identified by Einstein from a user’s emails and events)

Example: Sales reps can quickly see their key opportunities, leads, and tasks for the day, enabling them to prioritize effectively.

2. Optimize Your Strategic Planning With Account Plans

Account Plans enable sales teams and leaders to take a strategic approach to account growth. This feature allows users to:

• View Opportunity Details: Get a detailed overview of each opportunity tied to an account.
• Create a SWOT Analysis: Analyze Strengths, Weaknesses, Opportunities, and Threats for better decision-making.
• Capture Customer Needs and Market Dynamics: Understand client demands and industry shifts.
• Set Measurable Objectives: Create specific goals with clear metrics for success.
• Visualize Stakeholder Relationships: Use a relationship map to see key stakeholders and their influence.
  • Example: Sales teams can use the SWOT analysis feature to identify potential risks and opportunities, tailoring their strategies accordingly.

3. Associate Person Accounts and Contacts With Each Other

Strong reporting structures facilitate smoother workflows and encourage teamwork. Now, you can:

• Link Person Accounts to Other Contacts: Use the “Reports To” field to create a reporting structure between person accounts and contacts.
• Visualize Contact Hierarchies: When at least one contact is in the chain, person accounts appear in the contact hierarchy chart.
  • Example: This feature allows sales managers to see all related accounts and contacts in a single view, simplifying account management.

4. Allocate Opportunity Splits to Territories

Sales teams can now:

• Divide Sales Credit Across Territories: Assign credit for a sale to multiple geographic areas (territories) instead of just one.
• Improve Reporting Accuracy: Generate clearer reports showing how each territory contributed to closing deals.
• Enhance Sales Predictions: Use shared credit data to make better sales forecasts.
  • Example: If a deal involves teams from multiple regions, the opportunity splits feature ensures each territory’s contribution is recognized and reported.

5. Gain a Comprehensive Forecast View with Opportunity Splits by Territory

For sales teams organized by territories, you can now:

• Forecast Using Opportunity Splits: Use territory-based splits to get more accurate forecasts.
• Simplify Sales Forecasting: Understand how different regions contribute to your sales goals.
  • Example: Sales leaders can forecast more precisely by considering the contributions of multiple territories rather than just the primary one.

6. Record Forecasts at Specific Moments With Forecast Submissions

Forecast submissions offer sales reps and managers a way to:

• Capture Snapshot Forecasts: Submit weekly forecasts to capture a moment-in-time estimate.
• Compare Current and Submitted Forecasts: Management can review differences to ensure alignment with quotas and sales targets.
• Enable Forecast Submissions: Turn on this feature in the Forecast Settings page in Setup.
  • Example: By comparing submitted forecasts with actual results, sales teams can adjust their strategies to meet targets more effectively.

7. Manager Judgment Enhancements

To improve forecasting accuracy, sales leaders can now:

• View Manager Judgment Values: See the judgment values for all forecast managers in the hierarchy, not just direct reports.
• Include Judgment Values in Reports: Compare forecasts with judgment amounts to identify potential risks.
• Create Custom Report Types: Use custom report types for Forecasting Items with Opportunities and Forecasting Source Record Judgments.
  • Example: Sales leaders can use these enhancements to identify discrepancies in forecasted deals and take corrective actions early.

8. Accelerate Deal Closures With a Mobile App Designed for Sellers

The Seller-Focused Mobile Experience app empowers sales teams by:

• Updating Records On-the-Go: Easily view and update accounts, contacts, leads, and opportunities while in the field.
• Enhancing Mobile Productivity: Keep sales data up-to-date regardless of location.
  • Example: Sales reps can update their opportunity status immediately after a client meeting, ensuring that the CRM always reflects the latest information.

9. Enhance Collaboration on Shared Deals With Reliable Partners

Partner Connect simplifies collaboration by allowing:

• Linked Orgs: Vendors and partners can link their Salesforce Orgs for easier data sharing.
• Controlled Data Sharing: Only the fields both parties agree to share are integrated.
• Read-Only Versions of Records: Store a read-only version of the partner’s record locally for tracking progress.
• Selective Data Sync: Partners can choose to sync only the necessary data, such as opportunity stages.
  • Example: A vendor and partner may choose to share only the opportunity stages while keeping deal amounts private, enabling transparent collaboration while safeguarding sensitive information.

10. Discover Your Next Customer with Prospecting Center, the New Data Cloud App

Prospecting Center helps sales teams build a better pipeline by:

• Identifying Potential Customers: Use AI-driven insights to find accounts most likely to respond.
• Scoring Accounts: Calculate Fit, Engagement, and Intent scores to prioritize leads.
• Setting Up Scoring Rules: Define rules to identify the best potential customers.
  • Example: Sales reps can use account scores to target the most promising leads, improving conversion rates and closing deals faster.

Top Winter’25 Updates for Service Cloud 

1. My Service Journey (Beta)
This Beta feature is designed to elevate your Service Cloud experience by optimizing your implementation. Key benefits include:

• Comprehensive View: Gain insights into your Org’s capabilities and potential upgrades.
• Tailored Options: Select specific business goals, such as improving productivity, and optimize relevant service areas.
  • Example: Choose “Agent Console > Open the Case” to ensure consistent case categorization every time a record is created.
• Detailed Guidance: Access product requirements, best practices, and resources from Salesforce Help.
• Progress Tracking: Mark features as “Not Started,” “In Progress,” or “Completed” to keep your Service Cloud roadmap on track.

2. Entitlements and Milestones
Enhancements in entitlements and milestones streamline service processes. Key features include:

• • Automated Milestone Actions: Reduce manual work by automating actions through flows.
  • Real-Time Prioritization: Prioritize cases based on remaining milestone time, visible directly in the case list view.
    • Example: Automatically trigger Einstein-powered email alerts when a milestone is nearing violation.

3. Enhanced Messaging Channels and Capabilities
Service Cloud’s messaging capabilities have been expanded for richer customer engagement:

• • LINE Messaging: Engage with customers in regions like Japan, supporting multimedia conversations.
  • Bring Your Own Channel (BYOC): Integrate third-party messaging platforms into Salesforce, enhancing agent experience.
  • More Messaging Formats: Support for quick replies, buttons, forms, and carousels to enrich interactions.
    • Example: Use BYOC to integrate your preferred messaging app and offer a seamless customer experience.
  • Unified Messaging for SMS: Link marketing and service communications to a single phone number for a streamlined experience.

4. Routing
Routing enhancements ensure that service agents can provide timely support:

• • Enhanced Omni-Channel Routing: Now available on mobile, allowing agents to manage work requests on the go.
  • Queue Descriptions: Add descriptions to queues, helping teams understand their roles and responsibilities.
    • Example: Clearly describe a queue’s purpose to ensure efficient case handling by the appropriate team.

5. Feedback Management
Collecting customer feedback is more crucial than ever. Key features include:

• • Post-Chat Survey Invitations: Send unique survey invitations within a chat window to gather immediate insights.
  • Comprehensive Insights: Gain a deep understanding of customer satisfaction right after interactions.
    • Example: Use post-chat surveys to identify areas for improvement and adjust your service strategy accordingly.

6. Employee Service
Salesforce introduces Employee Hub and HR Service Workspace to streamline HR processes:

• • Employee Hub: A centralized platform for employees to access resources, submit service requests, and seek HR support.
    • Example: Employees can use the Hub to read knowledge articles or request manager approvals.
  • HR Service Workspace: Empower HR personnel to manage employee records and service requests efficiently.
  • Workday Integration: Seamlessly create employee records directly through Workday, ensuring data consistency.

7. Service Intelligence
The Winter ’25 release brings real-time insights with Service Intelligence. Key features include:

• • Einstein Case Management (Beta): Monitor agent performance against SLA targets, optimizing service delivery.
  • SLA Times for Omni-Channel Queues: Set and customize SLA times for up to ten specific queues.
  • Knowledge Performance Dashboard: Gain a detailed view of article effectiveness and compliance.
    • Example: Use the “Flag for Review” Flow to automatically set the next review date for a Knowledge article.

8. Einstein for Service
AI is deeply integrated into service workflows with new Einstein features:

• • Einstein Data Library: Ground generative AI responses in accurate, context-aware information.
  • Einstein Case Management (Beta): Access real-time metrics to boost case resolution times and customer satisfaction.
  • Einstein Article Recommendations (Pilot): Receive relevant article suggestions during conversations to reduce handling time.
  • Einstein Work Summaries: Tailor AI-generated case summaries for a comprehensive view of case progression.
    • Example: Customize Work Summaries in Copilot by adding specific formatting rules to enhance clarity and efficiency.

The Bottom Line

As the Salesforce Winter ‘25 Release blankets the landscape with fresh innovations, it’s clear that this update is designed to elevate your CRM experience. Whether you’re looking to improve your reporting accuracy, enhance user experiences, or accelerate development, Salesforce Winter ‘25 has something to offer. Embrace these advancements to stay ahead of the curve and unlock the full potential of your Salesforce environment.