Download - Salesforce Summer 16 Release Overview Deck
Forward-Looking Statements
Statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site.
Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
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Summer ‘16 Release Milestones*
Staggered Release Friday, 6/3(NA6, NA7, NA8, NA9, NA17, NA18, NA22, NA28, NA29, NA31, EU5)
Pre-Release Sign-upThursday, 4/21
Staggered Release,Friday 5/20 (NA44, NA45)
Sandbox Preview Window Friday, 5/6(CS2, CS3, CS4, CS7, CS9, CS11, CS12, CS13, CS14, CS15, CS17, CS19, CS20, CS21, CS23, CS25, CS26, CS27, CS28, CS30, CS32, CS41, CS42, CS44, CS45, CS51, CS59, CS80, CS81, CS83, CS87)Saturday, 5/7(CS5, CS31)
Apr May Jun
Preview Release Notes 4/22
Staggered Release Friday, 6/10(EU0, EU1, EU2, EU3, EU4, EU6, CS82, CS86, NA0, NA2, NA3, NA4, NA5, NA10, NA11, NA12, NA13, NA14, NA15, NA16, NA19, NA20, NA21, NA23, NA24, NA25, NA26, NA27, NA30, NA32, NA33, NA34, NA41)
& Saturday, 6/11(AP0, AP1, AP2, AP3, AP4, CS1, CS6, CS8, CS10, CS16, CS18, CS22, CS24, CS33, CS40, CS43, CS50, CS52)
Release Website4/27
Release Readiness LiveWednesday 6/8Thursday 6/9
Sandbox Cut-off Date4/29Read this blog PRIOR to 4/29!
Webinar: Mastering Your Releases, 4/27Register herehttp://bit.ly/MRSummer16
* All dates are subject to our Forward Looking statements - http://bit.ly/SFForwardLookingStatement
** Check the Release Community group for updates - http://bit.ly/ReleaseReadinessHome
Webinar: New Releases: Sandbox Preview Best Practices, 5/11Register herehttp://bit.ly/SBSummer16
Sales Cloud
What’s new in Lightning Experience
• Contacts to multiple Accounts
• Opportunity Management• Account Insights• Lightning Experience Home• Lightning Email Composer• Activity Timeline• Calendar• List Views• Teams
Other Sales Cloud features
• Notes• Lightning Sync• Data.com• Salesforce Console
Salesforce1 Mobile• Offline • Beta• New Dashboards• Change Owner• Events• Authentication• Images to Notes• Knowledge Articles• Related Lists
The all new Sales Cloud, powered by Lightning
See the feature impact tables in the Release Notes to find out when and how these features become available
Contacts to Multiple Accounts
Eliminate the need for duplicate contacts
Capture unique attributes about the relationship
View current and past relationships to connect the dots
63,730IdeaExchange
Points
* This feature is also available in Salesforce Classic
Role / Industry Use Case Example
AdministratorAbility to model their data more easily and align to other systems (ERP, Customer Master, etc.)
I would like to integrate Salesforce with my existing customer data management system where master data for all contacts is stored
Sales Rep Easily track a contact and the accounts to which they are associated
I would like to associate a contact to each of the locations for a specific company
HealthcareManage the relationships a physician has to different locations where they provide care
I would like to see information about the hospitals, clinics or private practice where a physician provides services
Financial Services Associate both family and non-family members to a “household”
I want to be able to view all of the members of a household including non-family members (e.g. accountant, lawyer, etc.) .
Contacts to Multiple Accounts Use Cases
Setup Enable Contacts to Multiple Accounts
New Account Settings option to enable contacts to multiple
accounts
Configure Account Contact Related Functionality
Decide how you want to manage Account-Contact supporting functionality
Setup
Configure activity roll up behavior between
contacts and accounts
Setup Additional Settings for Contacts to Multiple Accounts
Setup Create Account Contact Relationship Fields
Add Custom Fields to capture key information about an account contact
relationship
Setup Create Custom Page Layouts
Create custom Page Layouts to display relevant fields for a relationship
Setup Update Account and Contact Page Layouts
Replace the Contacts related list with Related Contacts on the
Account Page Layout
Add the Related Accounts related list to the Contact
Page Layout
Contacts to Multiple Accounts
This image shows a list of contacts for an account. This account is the primary account for some contacts but not for others.
We refer to this in the following way:
Direct Relationship: relationship between a contact and its primary account
Indirect Relationship: relationship between a contact a non-primary account
Direct Contact vs. Indirect Contact
Create new or add an existing contact
Use Link a Contact to Multiple Accounts
A single related list for all contact relationships
Use View Related Accounts and Contacts
View the relationship from the account or contact record
Customize the related lists to display key
fields
Use Capture Key Information About the Relationship
Track the status of the account contact relationship
Capture unique attributes about the relationship
Click the Remove Relationship link to delete a contact’s
relationship to a secondary account
Update the Account Name field to delete a contact’s primary
account relationship
Use Remove an Account Contact Relationship
Use Automatically Save Past Account Relationships
When you change a contact’s primary account the previous account relationship is saved
Admins can block users from deleting accounts with direct contacts that are related to
other accounts
Use Deleting an Account with Related Contacts
Deleting an Account with Related ContactsUse
Account delete block error message in Lightning and
Salesforce1 concatenates the error text
Users are prevented from merging records that result in
conflicting relationships
Use Merge Accounts or Contacts
Admin Account Contact Relationship Access
Users can only see contact relationships for contacts to which
they have access
Admin Account Contact Relationship Access
Users without access to an account can only see information about the
relationship
“Sharing” of Account Name isn’t currently supported in
Lightning Experience or Salesforce1
Admin Account Contact Relationship Access
Enhanced Opportunity Product Search Quickly find and add products to your Opportunities
Most Recently Added Products One Click Away
Type-ahead Product Input!
Reps can quickly add recently used products
Narrow down your recommendations as you type
Help reps become more productiveNo more searching through the full pricebook to find and add products
Search by Product Code
Search by Product Name
Search by Product Name
Inline Edit for Sales PathUpdate Deals Faster with Inline Edit
Quickly update fields that
matter to you with less clicks
The pencil icon lets users know which fields are editable or
read only
Account Autofill (Lightning Experience only) Limited to companies with presence in the US
When an account is selected fields will automatically be auto filled. Autofilled fields beside the Account Name will be highlighted
Accounts are suggested after user types 2 characters
Account logos require the Account Logos feature to be
enabled. Keep your data clean with less typos
Logo appears on Account Home
Logo appears on all lookups to
Account
Account Logos (BETA) – Lightning Experience & Salesforce1 Limited to companies with presence in the US
Account Logo appears in mobile too
Account Insights App English news from US sources ONLY
Dedicated News App about the Accounts that matter to you
Catch up on news from your Accounts
while on the go
Account Insights on Opportunity English news from US sources ONLY
See the latest breaking news on your Accounts while viewing
the Opportunity
See Account Insights on Opportunities
anytime, anywhere
Record Page, Home Page and App PageApp Builder supports customization of 3 new page types for Lightning Experience
Edit an existing Record Page or Home Page
Select Edit Page from the
Gear icon when on the Home Page or the Record Page you
would like to edit
Previously, the only way to customize pages was to use Salesforce Classic and write code (Visualforce) to override existing pages.
Edit Home PagesCustomize Home pages by dragging and dropping components into page regions
Add standard or custom components
Drag & drop
components onto regions to rearrange
the page
Use the property editor to configure components
Activate a page to override the default
Edit Home Pages - Activate by ProfileDeploy tailored Home pages to users by assigning customized pages to profiles
Activate for all users or
opt to activate by profile
Pick the profiles to assign the customized
page to
Think about a “deal room” for Sales Reps or an “Awesome Admin” welcome for your Salesforce team!
Provide instant value and relevance by making the Home screen a tailored
experience
Edit Record PagesCustomize record pages by dragging and dropping components into page regions
Activate a page to override the default
Use the property editor to configure components
Drag & drop
components onto regions to rearrange
the page
Add standard or custom components
App PagesBuild a new page once and deploy it to Lightning Experience and Salesforce1Templates are responsive – designed to look great across phone, tablet and desktop without any additional configuration.
Salesforce1Phone
Salesforce1Tablet
Lightning Experience
Send Emails Through Office 365 and GmailConnect to Office 365 (similar flow and capabilities for Gmail)
Grant Salesforce permission to send emails
Send emails from Lightning Experience through Office 365
Emails are also integrated. Sent emails are displayed in the Outlook Online or Gmail Send folder
Organization Merge Fields save you time!
Easy to include organization details like your company’s phone number or address in
your emails without having to hardcode the content
Users will now be able to use Opportunity Merge fields while writing an email or using an email template in the Lighting Experience
Emails look like EmailinLightning ExperienceView your HTML emails in Salesforce.
• With Summer ‘16, emails sent from the Lightning Experience Email Composer will automatically create Email Message records.
• If you do not wish to have a richer email experience, just disable the “Enhanced Email” setting in Setup. This will restore the prior experience of emails being stored as Tasks.
Email Message Object has Platform Capabilities Build custom business processes on emails in Lightning Experience
Build custom business logic off your emails with workflow, page
layouts, and custom field support
Notes on Salesforce1Take Offline NotesSales reps can now work on their notes in S1 even if they don’t have internet access!Offline is in open beta, which means any admin can turn it on in the org settings
Upload Images on iOSReps now have a quick and easy way to upload photos or screenshots directly from their phone into their notes, adding meaning and clarity to their notes.
Upload images from your mobile device
Take Notes Offline
Improved formatting bar on top of the
keyboard
Share Your Notes Quickly share your notes to users or chatter groups
Easy to share notes with your team and in context
Inline Edit in Task Home in Lightning Experience Work faster by requiring less clicks to edit and close your tasks
Click any of the pencil icons to toggle the entire record to Inline
Edit Mode
Row Level Actions in Activity Timeline Manage tasks faster in Lightning Experience
Click the menu icon to show row level actions
Show Any Salesforce Object on the Lightning Calendar
Sample use case:View my tasks by
due date
Now you can see tasks on your calendar! Just create a tasks calendar
Objects that are date-only, like campaigns, show up in the all-day section
Sample use case:View all open cases by SLA
Multiple, color-coded calendars are overlayed
Custom objects too!
Need to quickly look at just one calendar? You can.
Easy to enable and disable! If I want to focus in, I can choose the Show only this
calendar option
Create Calendar: Pick Your Start and End Fields
Set the field to use to
show the object on the calendar
If applicable, set the field to use to specify
the end of the duration
Choose Name Field
Choose the field to show as the name of
the item on the Calendar.
Select a field name to represent items in this
calendar
List view filters
The new streamlined process lets you create filters as quickly as you can think of them.
Define your filter without leaving the pane you’re working in.
Filter Logic now in Lightning Experience
With the addition of filter logic, your reps can pinpoint the data they need while enjoying an intuitive user experience.
Reps can see available filters without editing a list view, and edit filters on the fly
Account Teams now on Lightning & Salesforce1 Access Account Teams everywhere!
Streamline reps' views of accounts and opportunities by customizing layouts for account teams or opportunity teams pages or related lists
Manage team member roles and their level of access
Use case:Assign reps from multiple product lines to the same account
600IdeaExchange
Points
Account Teams on Lightning
Account Team card on Account Details
Add a single member to the account team
You can now create, modify and delete page layouts for account teams object, enabling them to customize the fields, sequences of account teams pages and cards.Use Case: You want to hide account team members’ job titles on the account team related list
Add Default Teams on Lightning Make teams easier to manage and use
Enable Add Default Team action
Saves reps time by letting them pre-define account and opportunity teams, and add pre-defined teams with a single click on accounts and opportunities
Mass Reassign Account or Opportunity Team Members in Lightning
Use case:Mass reassign team
members during a sales team reorg
Change Owner Enhancements The change owner link is easier to find and use
Change owner on highlights panel
Change owner from action menu
Change Owner in Salesforce1 Mobile App
Do you need to assign a record to another user or queue of users in your organization for delegation, or continuation of business process on the go? Now you can with the support of change owner function in Salesforce1.
8160IdeaExchange
Points
Search for Salesforce Records in the App
See more Salesforce in less space. The app now
appears as a side panel, which makes the most of vertical space and improves
your sales reps’ experience.
New Design to Maximize Space in Email Applications
Lightning Sync Configurations
Set up sync directions, behaviors, and filters
for different user populations
Enables any Exchange-connected device/laptop to sync with Salesforce
Runs in the background, always working
Any device — Windows, Mac, iOS, Android
Easy on IT — nothing to install, central management
Enrich Leads with Company Information On Save & Manual
Clean status is set to In Sync
Link to DandBCompany
Object
Company Information is added
to the Lead
Admin Setup - Enable Bulk Clean Marketing and Sales willreapbenefitsfromimproveddatamanagement
Enable the option to clean all records
Sales use caseAssign leads to Sales Reps based on company information. Incoming leads are assigned to a sales rep based on the company revenue and number of employees.
Marketing use caseAdd leads to Campaigns based on company information.Incoming leads are assigned to different campaigns based on the company revenue and number of employees.
Admin Setup - Activate the Clean Rule
Admins can activate/deactivate the Company Info for Leads
Clean Rule
Administrators can configure and activate the clean rule that will enable users to:
Bulk: Automatically enrich all existing leadsPerpetual: Automatically enrich individual leads when each record is savedManual: Manually enrich an individual lead
Manual Clean Setup Add Clean Related List to Lead Layout
Add Clean This Record with Data.com to the Related Lists
Manual Clean Enrich Leads with Company Information
Manually clean a lead
Add company information to “sparse” leads
Manual Clean Enrich leads in Lightning Experience (Step 1)
Check the clean status for Company Info for Leads Clean
Rule
Data.com helps you keep your data complete and accurate. A lead is appended with company information from Dun & Bradstreet that allows the incoming leads to be routed based on territory, geography or other company firmographics.
Clean VitalsClean leads as they come in and improve match rates!
Lists data services that have active clean
rules
Match rate refreshed every 24
hours Click to download
the most recent errors (Up to 10K)
Now, leads are enriched on creation or updates to key
lead fields. This allows teams to quickly follow up on leads
and nurture them accordingly.
Get Accounts Sales reps spend a lot of time searching for the right accounts to
grow their pipeline. Now they can prospect more efficiently and quickly by using Get More Accounts
Get Accounts button
Users can find new accounts - filtering by name, URL, country, states, revenue and
location type
Company Hierarchy Preview Component Account insights and company linkages are all in one location for a
more efficient and customer focused experience.
Preview Company Hierarchy from the
insights page
Users can preview the parent and global ultimate of their accounts from the Insights page. Admins can add the preview component to other pages using Lightning App Builder
With the Salesforce1 10.0 app release on App Store and Google play, Salesforce1 users will have limited offline create and edit functionality in Salesforce1 for both iOS and Android. • Ability to create and edit most
standard and custom objects users most frequently use
• Salesforce1 automatically syncs offline user data
• Improved conflict resolution experience
Offline Beta
BETA ON
With v10 Client
New Dashboards
Now you can explore your data and gain insights more easily with these enhanced interactive charts.
Available
with Summer ‘16
“Change Owner” Action
Do you need to assign a record to another user or queue of users in your organization for delegation, or continuation of business process on the go? Now you can with the support of the “change owner” function in Salesforce1.
Available
with Summer ‘16
Events: See 3 months ahead and select a Record Type
Calendar and meetings are a key productivity area in Salesforce.
Now Salesforce1 will support your event customizations with record types and allow your users to plan their time on a longer horizon.
Available
with Summer ‘16
Authenticate with Certificates
Are you concerned about your users running Salesforce1 on un-approved devices? Are you getting too many “I don’t remember my password” requests? With certificate authentication, you can streamline the mobile onboarding process to just a few simple taps
Available on
With v10 Client Available v8.0 or higher
Deploy custom authentication hosts via MDM
Simplify the user on-boarding process by automatically configuring the SSO login host in Salesforce1 and other Salesforce apps.
With this functionality, your users will have fewer issues logging into Salesforce1 for the very first time.
This host was automatically configured for the user
Available on
With v10 Client Available v8.0 or higher
Send emails with the SalesforceIQ Inbox app
The SalesforceIQ Inbox app is a secure, enterprise, email client focused on the intersection of communication and CRM.
It’s the best way to send and receive business email and now it’s only one tap away in Salesforce1Available
on
With v10 Client
You can now upload images to Notes
Reps now have a quick and easy way to upload photos or screenshots directly from their phone into their notes, adding meaning and clarity to their notes. Upload images from your iOS
devices
Available On
With v10 Client
Knowledge Articles now appear in the navigation menu for iOS
This feature enables Salesforce users to access Knowledge articles when they are not at their computer.
This is useful when they need an answer while in the field, off hours, while traveling, etc. This can help you help your customers more effectively.
Available on
With v10 Client
Preview Related Lists
The mobile app now includes an easy-to-read counter for each related list on a record’s Related page.
We show if a related list includes records. We also show if a related list doesn’t include any recordsAvailable
with Summer ‘16
Service Cloud
• Field Service Lightning• Dispatch Console• Social Customer Service• Knowledge• Salesforce Console for Service• Case Feed• Macros• Omni-Channel• SOS
What’s new in the Service Cloud
See the feature impact tables in the Release Notes to find out when and how these features become available
Ensure Stellar Service with Milestones on Work Orders
Track Work Order SLA compliance with
Milestones
Setting up Milestones on Work Orders
1. Create an Entitlement Process
3. Associate the Entitlement process
2. Create a milestone
4. Create a Work Order with the Entitlement
Knowledge for Work Orders
1. View linked articles
2. View contents of the article
3. Manage attached articles
4. Search, attach/detach articles
Search for the Knowledge Article
Quickly find important information, e.g., installation instructions, product specs,
etc ..
Book an Appointment without leaving the Console
Work Order Detail
Service Type drives the scheduling engine and makes sure only resources with the right skills for that service
type are allowed to be dispatched to that job
“Book Appointment” publisher action
Find the best date and agent Based on location, availability, and skill set
An algorithm runs in the background to match the work we just created to the resource with the right skills, availability, location and keeping your organization’s service objectives in mind.For example, you may want to minimize travel time, or for certain “Gold” customers you may want to get a technician there quickly regardless of cost. The engine rates and weighs all of that and then suggests multiple time slots.
Ideal slots are those that
meet more of your organization’s objectives, while recommended meet
enough to still be acceptable
Deliver faster, smarter, more personalized service from phone to field
Since Field Service Lightning is integrated with Salesforce1, Techs have access to work orders right from their phone.
Once the job is completed, the Field Tech closes the job right from their phone.
Dispatch ConsoleDedicated console for Dispatchers
The Dispatcher, who is similar to an air traffic controller, has access to all the jobs for the
day
Delays? No problem!
If a tech is running late, you can drag and drop the
assignment to a new one in real-time
Social Objects Default OnAs of Summer ‘16, all new and existing EE, UE, and PxE organizations can self-implement the free SCS Starter Pack
From the setup page, it takes one click
to enable the feature. Then you can create a free Starter Pack with up to 2
Facebook or Twitter accounts.
Social Customer Service
settings are on by default – no need to call Support
anymore.
Instagram #hashtag listening
Admin can update the dashboards used in the Engagement Console
Use Social Studio/Radian6 topic profiles and rules to harvest Instagram posts with your brand’s #hashtag into
Service Cloud cases
Twitter Public-to-Private DM PromptsTake public conversations private more easily than ever on Twitter
A simple three-step macro that inserts the DM prompt link into your outbound tweet
Use copy/paste, QuickText, and/or a console macro to
insert the DM prompt link for your Twitter handle
Your consumers see a friendly prompt in Twitter that engages
them in a direct message thread with you
Parent PostsEnsure complete conversation threads
If only this reply “How many ounces does it weigh?” on this Facebook Page were
ingested as a case, agents would need more context to make an informed response.
Enable the ingestion of additional social post data on the SCS settings page; display them on the free updated
Social Lookup Add-on Component for the Agent Console. (Available as an AppExchange package)
Twitter Customer Feedback Send NPS and CSAT survey cards and track the results seamlessly
NPS
CSAT
Survey cards can be sent either
automatically through Twitter Direct Messages
or manually from Service Cloud at the resolution of a case
Survey results are tracked in Service
Cloud for easy reporting and
CRM/customer journey process flow
Instantly, the company has access to the survey results and commentsFor every Twitter handle belonging to a company, you can specify if surveys are automatically sent after a social case is closed or select time delays or enter a randomizer if you’d like to survey a certain % of your customers.
Prefilter Articles with Data Category Mapping Map case fields to Data Categories to automatically pre-filter
Knowledge Search based on case data
Setup under Knowledge -> Data Category Mappings
Map Case Field to Data Category Group
Using this feature reduces the number of clicks it takes to filter a Knowledge Search when it is related to find a good article to use with a Case.
Prefilter Articles with Data Category Mapping Make suggested articles more relevant when solving cases
If the Case field matches a Data Category, it will pre-set
the Data Category
Pre-filtering can help to narrow Search results to find the best
article faster and can help improve search result relevancy
Salesforce1Actions in Page Layout
Configure which Salesforce1 Actions to show per Page Layout per Article Type
Got agents on the move? Give them their own article page layouts devoid of extraneous fieldsthey don’t need in their on-the-go environment.
Validation Rule Errors show in Aggregate Simplify the experience for your users so all errors can be seen at
one time and corrected together before trying to Save or submit the article again
If more than 1 Validation Rule error is violated when the user tries to
Save or Publish, all messages appear at 1 time at the top of the
Article.
Article Created Date now exposed See the Original Article’s Created Date on the Article Versions
In Setup for a Page Layout per Article Type, you can now choose “Created Date” to show the date the current
version was created AND “Article Created Date” to show the date the Article was originally created.
.
Launch Templates in 1 Click Set up Service Cloud faster than ever before with out-of-the-box
templates
• Choose from three different templates to launch in just 1 click.
• Click on the template you wish to launch and Click “new”
• Create a name for your template and click launch!
Offers 3 out-of-the-box setup pages to help you get up and
running faster
Launches more than 20 service reports and 2 of the most
popular service dashboards.
Standard Console Includes some of the most popular features like keyboard shortcuts
Easy to customize! Tip: It's best to try Launch Pad in your sandbox environment, so you can test out new features
without affecting your live production
environment
If you were curious about the templates and just testing them out, you can simply
delete at any time
Launch Pad templates give agents
preconfigured consoles saving them precious
time
The Branded Console launches a customized console Customize the logo, header and footer branding
One click way to brand the console
List View Hovers Make it easier for console users to work with lists
Preview items in a list view, including the case
description, without having to open the case itself
Allows agents to quickly scan
through records in a list
List View Hovers
Use Case:Look at the preview of a new
case that’s come in while working on another case
.
Pinned list views – gives you all the columns
Agents can now see System generated events in the Case feed
These events can be:• Case creation• Auto-Response
Email• Feed track
change
Customer’s email is faster to scan
In the Support settings you can now select the
System user as an automated Case User
Events generated by Email2Case or Web2Case now
appears as System events
(no avatar)
Makes the Case feed clearer and it’s faster to find
Customers’ responses and other agents contributions
Redesigned Lightning Case Email experience More screen real estate and improved usability for the case email
quick actionType-ahead search Display the From Field in the Email Quick
Action
To: now lists users so much easier and faster to send emails to lots of people
Email addresses of email recipients and
sender appear in clear bubbles
Labels are left aligned in order to save vertical real estate
Searches across Lead, Contact and Users
Now, you can add the From field to the email quick action Lightning Experience, so agents
can see it when reading and writingemails in Case Feed
Want to always send from your email2case address?Add “From” to the page layout and specify a predefined value, e.g., [email protected]
Searching for macros is easierSearch works across any text field on
the Macro entity. Previously, it was searching the Name only
How to activate Macro
search settings
Sample use case: Suppose that an agent wants to find a macro where the description is “Return Policy - 30 days.” The agent could search for “return policy” and see all macros that contain that phrase.
• Through Agent Work, Omni tracks the work’s lifecycle from request, to routing, to screen pop, through the item’s closure.
• When item’s are opened in the agent’s Console, Omni tracks the total time the work item’s tab is open and in-focus.
• Measure the time the agent focuses on work - not just elapsed durations from time created to closed.
• True measure of handle time• Agent Work extended with new “Active
Time” column
Handle Time and Active Time reportable through Agent Work
object
Time spent by agent with Omni work item’s tab in focus.As the agent switches tabs , Omni automatically tracks
the active time for the work item.
Active Time Tracking Understand time spent actively working on Items
Active Time Tracking Understand time spent actively working on Items
Agent Work object updates:• New Handle Time column directly
provides the difference in seconds between the Closed Date and Accepted Date (closed vs. opened)
• Active Time• Subset of Handle Time (or elapsed
time)• Tracks agent’s time in focus on
Omni work item’s tab in the Console
• Add fields to Agent Work Report Type’s Layout • Understand elapsed Handle Time
versus Active Time on Work.• Report through Agent Work object
from Omni
Active Time Tracking Additional detail on time tracking
As agent moves among work, Omni tracks time in focus for work item’s
tabs, as Active Time.
Work Opened: Accepted items popped in
Console. Work Assigned: Omni pushes work to agent.
Agent Work record in assigned state
Through the Setup > Omni > Presence Configuration, enable or disable:
• Incoming request sounds, played when omni pushes a new item
• Disconnect sound, played if agent loses connectivity to Omni By default, notification sounds are
turned on. Turn on or off for agents assigned
to each Presence Configuration
Turn Omni sounds on or off for your agentsEnable/Disable Omni Audio Notifications
Setup• New ability to configure Presence Decline Reasons
through Setup > Omni-Channel• Assign reasons to agents for their selection though
the agents’ Presence Configuration• Enable by checking the “Allow Agents to Choose a
Decline Reason”• Select from the available, configured reasons Console• In Omni widget, agents who choose to Decline
receive a list box to select from the available reasons• If enabled, agents must provide a decline reason (i.e.
required) Data Captured in Omni Agent Work object• New “Decline Reason” column captures reason• Add column to layout(s) for Agent Work Custom
Report Type
Insight into why your agents decline workCapture Decline Reasons from Agents
Setup Omni Widget for Agent
Total Queued Work per Hour (5,000 per hour)• Max # of records that can be queued for Omni-
Channel routing, per hour in an org, across all omni-channel enabled queues.
• Every time an item is assigned to an omni-channel queue, the platform checks the # en-queued in the immediately preceding hour.
• If the limit has been reached, the item will be blocked from being assigned to the queue.
Maximum Pending Routing Requests (10,000)• The max # of records that can be pending for
Omni-Channel to route to agents at any given time, across the org.
• When work is assigned to omni-channel enabled queues, omni attempts to route to an available agent. If there are no agents, then the work is pending routing.
• This limit controls the total number of routing requests that can be pending at any time.
Salesforce Objects
ASSI
GN T
O Q
UEUE
Example Queue 1
Routing ConfigPriority
Size= 1= 1 unit
Example Queue 2
Routing ConfigPriority
Size = 2= 50%
Routing ConfigPriority
Size= 3= 2 units
SOS
nth … 2nd 1st
nth … 2nd 1st
Wor
k Ite
m fo
r Obj
ect A
dded
to Q
ueue
Case
Lead
Custom
Example Queue 3
nth … 2nd 1st
OM
NI R
OUT
ING
Queued / Hour Max Pending
Omni-Channel Summer ‘16 Limits Limits raised to 5k / hour and 10k total (from 3k / hour and 6k total)
NewHaloUI Includes default action buttons for mute, pause/hold, two-way
camera and end session
End
Session
Pause/Hold
Message Tray
Draggable
Mute
Two-way
Some Use cases• Complex financial transactions that are
high touch, high valueBanks need to visually authenticate a client before issuing an account
• Connect with your Doctor via two-way video. A patient has a rash and wants to show their Doctor to see if they should get immediate care
• Technical Field ServiceArm your field agents with expert knowledge and contextStream back live video of an issue field techs are seeing to an expert back at HQ
Non-BlockingUI Maintain In-App Context Even When Waiting To Connect
In-Session UI:
Minimized View
Connecting Messages
Customer can wait for the agent to connect
while maintaining context within the app.
In Session UI:Maximized View
The customer can drag the agent container around the screen
while still be able to tap, swipe and type.
Newtwo-wayUI Buildtrustandconnectwithyourcustomersinawholenewway
Tactile UI:Tap &
Hold For Flashlight
Minimalistic UI For Mute, Pause and
End
Tactile UI:
Tap To Change Camera Views
UI Tool
Tips
Enlarge BFC/FFC View
Audio Meter
Salesforce App Cloud
• Lightning App Builder• Lightning User Switcher• Two Factor Authentication• Global and Restricted Picklists• Process Builder• Wave Analytics for Event Monitoring• Lightning Components• Visualforce for Lightning Experience• APIs• Session Based Permission Sets (Developer Preview)
What’s new in the App Cloud
See the feature impact tables in the Release Notes to find out when and how these features become available
Record Page, Home Page and App PageApp Builder supports customization of 3 new page types for Lightning Experience
Edit an existing Record Page or Home Page
Select Edit Page from the
Gear icon when on the Home Page or the Record Page you
would like to edit
Previously, the only way to customize pages was to use Salesforce Classic and write code (Visualforce) to override existing pages.
Edit Home PagesCustomize Home pages by dragging and dropping components into page regions
Add standard or custom components
Drag & drop
components onto regions to rearrange
the page
Use the property editor to configure components
Activate a page to override the default
Edit Home Pages - Activate by ProfileDeploy tailored Home pages to users by assigning customized pages to profiles
Activate for all users or
opt to activate by profile
Pick the profiles to assign the customized
page to
Think about a “deal room” for Sales Reps or an “Awesome Admin” welcome for your Salesforce team!
Provide instant value and relevance by making the Home screen a tailored
experience
Edit Record PagesCustomize record pages by dragging and dropping components into page regions
Activate a page to override the default
Use the property editor to configure components
Drag & drop
components onto regions to rearrange
the page
Add standard or custom components
App PagesBuild a new page once and deploy it to Lightning Experience and Salesforce1Templates are responsive – designed to look great across phone, tablet and desktop without any additional configuration.
Salesforce1Phone
Salesforce1Tablet
Lightning Experience
Use Case ExampleEdit the default Record page Sales manager wants a potential
commission component added to the opportunity record page
Edit the default Home page The admin wants to add an announcements component for all users in an org
Activate custom Home pages for specific org profiles Sales wants pipeline specific information that’s only relevant to their users on the Home page
Add a new page to Lightning Experience which can also be used in Salesforce1
Admin deploys a new app for users across desktop and mobile
UseCasesRecordPage,HomePageandAppPage
Simplify Salesforce Navigation with the User Switcher
With the user switcher, users can now easily navigate Salesforce when they have multiple usernames on the same or different Salesforce orgs. They select their profile picture to see a list of available usernames to navigate to.
Temporary verification codes
1. Admin can go to the user detail page and
generate a temporary 2FA code
2. The temp code is valid up to 24hr and can be used multiple times.
The temp code can be invalidated at any time
3. Admins should handover the code to the user so they can start
using it to verify their identity when required (e.g. device activation
and/or two-factor policy)
Two-factor Delegation Delegate Two-factor administrative capabilities to non-admin users.
Non-admin users that are assigned with this perm can use tools in the UI to manage and
provide user support for two-factor authentication. For example: generate temp
2FA codes for users that forgot/lost their mobile device
Has Verified Mobile NumberIndicates whether the user has verified a mobile phone number.Has One-Time Password AppIndicates whether the user has connected an authenticator app that generates verification codes, also known as time-based one-time passwords. Has Salesforce AuthenticatorIndicates whether the user has connected the Salesforce Authenticator mobile app.Has Temporary CodeIndicates whether the user has a temporary verification code.
When creating or editing a Users list view you can display and filter on four
new fields. Each field shows whether or not a user has registered an identity
verification method
Track Two-factor Registration Activities
Track Two-factor Registration Progress
Manage and track 2FA deployment in your org by creating 2FA dashboard,
reports and registration email campaigns.
Two-factor Registration Email Campaign
3. Select Email Template
4. Schedule the email delivery
Filter by 2FA registration criteria (e.g any user that
is not register with Salesforce Authenticator)
1. Run the Mass Email User tool
Global, restricted custom picklists
Foreachpicklistinstance,createnew
valuesorreuseapreviously-definedglobalpicklist
CreateglobalpicklistintheSetupTree
Enforcedatavalidation
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Global picklist definition
Manage inactive picklist values
Inactive values remain on existing records, but are not available to be
used for new records or when editing picklist values of existing records
Manage picklist valuesCreate, edit, deactivate, delete,
reorder, etc.
Easily identify where this global picklist value set is used
Create global picklist
definition in the Setup Tree
Restricted Picklists
Create new values for a "local" picklist, or use a previously-defined
global picklist value set
Enforce data validation (restriction)required for global picklists; optional
but recommended for “local” picklists
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“More Than 1 True”
Processes Can Execute Actions on More Than One Criteria
Set the process to evaluate the next criteria or stop
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Event Monitoring - Admin Analytics app Pre-Built Dashboards and Datasets for Event Log File Data
15 Pre-Built Dashboards targeting use cases around security, support, and
adoption
29 Pre-Configured Datasets for the most popular Event Log File event
types
Get immediate insight into Event Log File data. Each Dashboard provides summary KPIs, charts and segmentation
facets
Key Performance Indicators provide quick summary for a given dashboard
Pre-configured charts answer the most common questions for the given event
type
Facets make it
easier to segment data along key event attributes (i.e. user,
role, profile, etc.)
Admin Analytics Dataflow Dataflow wizard lets you modify the default integration
Determine which Event Monitoring
Datasets you want to include
Set how many days of data you want to store within the Admin Analytics
app
Ease of Lightning Component Development
Inspect with EaseView component markup including the tree of nested components
Optimize PerformanceView potential performance bottlenecks and quickly diagnose issues
Get Usage InsightReal-time insight into component transaction and event history
Boost Developer Productivity with Lightning Inspector
Inspect with EaseLocker Service is a new security layer that enhances the security of your Lightning Components by isolating individual components and ensuring that third-party authored Javascript and Cascading Style Sheets are secure.
Lightning CLI 1.0.0Coinciding with the release of Locker Service is a Command Line Interface (CLI) tool that will help you design and build components that conform to the security requirements that LockerService now enforces.Provides instant value and relevance by providing developers an easy to use tool to qualify components for Locker Service.
Increased SecurityLocker Service prevents:1. Components from causing CSS and similar security issues.2. Components from reading other component’s rendered data without any restrictions3. Components from calling undocumented/private APIs
Enhance Security with Locker Service
Visualforce is fully supported in Lightning Experience Develop apps to customize your organization using Visualforce, including Salesforce1 and other mobile apps.
You can customize the main navigation menu in
Lightning Experience, including adding Visualforce
tabs as menu items.
When you create a custom app page in Lightning App Builder, you can add a Visualforce page
to the page by using the Visualforce component.
Composite API (Developer Preview)
Results from all requests are returned in order from
the requests
New REST resource for POSTing a composite
request
Define separate requests
(methods, resource URL and input), and name the request
with a custom identifier ('Account1' here)
Refer to previous requests by their custom identifier ('Account1.Id' here
to reference the ID of the created Account)
Parent and Child records created in a single
composite call Also mix unrelated
requests with related requests where desired
Durable PushTopic Streaming
Events are replayed in order of creation
Each message contains a unique replay id
On subscription to a channel, you can now
specify which event to replay from
New Platform Event type allows you to define what your event metadata
Platform Events can have subscriptions through Triggers which
allow you to programmatically inspect and take action from the Event
Events are replayed in order of creation
Platform Events (Pilot)
Just like triggers on standard and custom objects, triggers on Platform Events can
action other SObjects
A new Apex EventBus.publish() method
allows you to create your events
Define a Permission Set to require activation Use the API to activate permission set for a specific user session
New SessionPermSetActivation object available through SOQL.
API insert access gated via a “Manage Session Permission Set Activation” user
permission
New field to designate a permission set as requiring activation
Community Cloud
Community• New Global Search component• Configuring Your Tabs• Configuring Type a head• Pre-Moderation on Posts (Beta)• Actionable Insights• Enhanced Moderation in
Community Console• Topic DescriptionsAnd more….
What’s new in the Community Cloud
See the feature impact tables in the Release Notes to find out when and how these features become available
Chatter• Inline images in Feed posts• Code Snippets in Feed Posts• Compact Feed (Q&A) Updates
and View Count• 400 Supported Sites for Rich
Link Previews• Draft & Published Status for
Feed Posts• Group Dashboard• Add Multiple Members• Email on Announcement (Beta)And more….
Files• Files Connect for Box –
Generally Available• Files Home component in
Community Builder• Files Connect in Lightning
Experience Files Home• Inline images in communities
rich text postsAnd more….
New Global Search component
“New” Component: Includes any tabs
(Objects) you configure.
“Old” Component: Includes Articles and
Discussions, as relevant to your org
.
Adding the new search component
Configuring Your Tabs
Tabs are configured by Community Manager in Builder. Only displayed Tabs will be searched. Tab set each user sees
is subject to underlying object permissions.
One Tab for each Searchable Object.
Add more Tabs / Objects in Global Search Results Property Editor in
Builder..
Configuring Typeahead
New option combines Typeahead tabs into a
single list.
New option lets Community Manager turn off “Typeahead”
entirely
New option lets Community Manager turn off the “Sign In to
Ask a Question” footer at the bottom of typeahead.
Combined List – checkedRecommended, as it’s better for
accessibility, and allows for Topic Scoped Search.
Unchecked: returns a
Tabbed List
Pre-Moderation on Posts (Beta) Tabs are configured by Community Manager in Builder.
Use member criteria to target specific users for the
rule
Admin can create a rule to pre-moderate posts in groups or user
profiles
Pre-moderation only works on post
Select ‘Review’ to send a post into pre-moderation
Posts in review can be approved by moderators
2
2
Author can still edit or delete the post
Post is approved and posted
User asks a question
Moderation rule moves
post into pending review (special UX
treatment)
Upon approval, the author receives an email notification
Moderators can
approve
Detect and Stop Spammers With Rate Limit Rules
User can choose to create a content rule (keywords list) or a rate rule
The rate rule notifies the moderator whenthe amount of content specified is created within the time frame
User can choose to create a content
rule (keywords list) or a rate rule
Use member criteria to target specific users for the rate rule
The rate rule freezes the member and notifies the moderator when the amount of content specified is created within the time frame
A rate rule can monitor user activity
on post, /comments, files, and
messages
A rate rule can monitor user activity on a 3-
minute and a 15-minute time
frame
Actionable Insights Insights now let you take action on your community activity directly from the
report.
Standard moderation actions such as approve, delete or remove flag are
supported
Admin can add custom actions (e.g. “Delete All Activity”) to
support additional moderation requirements
Admin can add or remove actions on
any Insight report
Admin can expose more actions (standard or custom)
Moderator can select multiple
rows and take an action
Enhanced Moderation in Community Console Manage pending posts, flagged content, and frozen members with
preconfigured Insights (Community package required)
Moderators can use Members Insights report to monitor frozen
members and unfreeze them if they aren’t spammers.
Insights renamed to Engagement
Moderators have direct access to all moderation queues (insights) from the Moderation node
Moderators can view the content of flagged posts, comments, and private
messages in Insight pages
If they leverage pre-moderation (beta), moderators can use the Pending Insight report to review
and approve posts
Topic Descriptions Surfacing the Description on the Page
“Description” label can be
changed.
In Builder, add the “Topic Description” component to your Topic Detail Page
Component only shows up for Detail Pages on Topics that contain Descriptions
Adding a description in CMC
Add a Description when creating a new Topic
Or add one to an existing Topic
Topic Descriptions can be added in Topics > Topic Management
More Files in Publisher End users creating posts can attach up to 10 files that will be
accessible in the community
Up to 10 files can be attached to rich text feed posts and displayed
to end-users viewing the post
Code Snippets inFeed Posts
Code Snippets can be embedded inline within
Posts
Syntax highlighting is enabled for all common
coding languages
Compact Feed (Q&A) Updates and View Count
Questions with Best Answer clearly labelled
View Counts for Each
Question
The Question Title is front and center
Allow Employees to Login from the Community Login Page Provide seamless access to Community for internal users
Selecting the option hides the
employee login link/label
Select this option to let internal users login from the
Community login page
Internal users can login from this page
Related Content (Articles & Questions) - Beta Display recommended/related articles and questions to end-users
in the Community
Related Articles are a list
of contextual, algorithmically generated
articles
Related Questions are a
list of questions related to the question being
viewed
Related Content (Articles & Questions) - Beta
• Can show up to 10
related articles• Customizable title
Appears on Article Detail Page by Default
• Can show up to 10 related questions
• Customizable title
On Question Detail and Feed Pages by Default
Featured Topics Component Adding the Featured Topics Component and Articles with this Topic
components
“New” Component: Add whatever
Tabs you like, including new Featured Topics or Article with this
Topic component
Sample Use Case:A support community wants to
place the Feed on the first (default visible) tab rather than the featured
topic waffle
“Old” Component: Includes
Featured Topics, Discussions, and My Feed. Only the labels are
customizable
Profile-Based Page Visibility Target pages towards different user profiles from Community Builder
Target a page to be seen differently by
profile types
Duplicate existing variations to easily create
different versions of pages Control who sees
each variation
Custom Tabs Component Add components & content in a set of customizable tabs from Community
Builder
Easy drag and drop
Edit and reorder tab names
Create additional tabs
Files Home component in Community Builder
New ‘single view’ for all files owned/shared
by the end user
New component available in
Builder
Mute any Feed Post in Salesforce Classic
Muting a Feed Post prevents any further email or Salesforce1 push notifications - unless the user is
explicitly at mentioned in a comment.
Now the Mute action is available in the drop down action menu
Code Snippets inFeed Posts
Code Snippets can be embedded inline within
Posts
Syntax highlighting is enabled for all common
coding languages
Compact Feed (Q&A) Updates and View Count
Questions with Best Answer clearly labelled
View Counts for Each
Question
The Question Title is front and center
Lightning Experience: 3 column Feed Home
In the main column, users can browse posts. Readability is improved with this layout
because the max width of this column is constrained
In the left column, users can select filters to see posts they follow, bookmarked and shared
with them
Right pane helps users to navigate Groups, Files,
Followers etc.
Liker’s Lists
Besides seeing the number of likes, users can see who liked their posts indicating people
who are engaged
400 Supported Sites for Rich Link Previews
Chatter Feeds now supports rich link previews for nearly 400 sites, increased from
40 existing supported sites. This improvement helps user engagement with a richer experience in Feed
Posts.
Draft & Published Status for Feed Posts
Newly added draft and published statuses for Feed Posts that reduce
exposure to improper Feed Post content until approved by a moderator
Once the draft is published, it will be moved to published status and the
author can see the post being published
Large Cropped Photo
Group images will have to be re-uploaded to take advantage of the larger size.
(LEX and Templates)
Group Dashboard
The Dashboard is available to all group members in LEX, but only to Group owners and managers in Classic. Also, ordinary group
members do not see the “Comments” and “Likes” counts
(Classic and LEX)
Add Multiple Members
Now, group owners and managers can use an attractive new dialog to add multiple members to groups easily and quickly. The dialog presents a recently used list of users for convenience, but any user in the organization can be searched for
(LEX and Templates)
Record Types for Groups
Record Types allow you to control the Group layout based on the profile of the viewing user. This allows you to customize the fields, actions and related lists the user sees.
By creating different page layouts, you can also create Groups specialized for various use cases.
Beta
Email on Announcement (Beta)
This announcement will be sent to all Group members, regardless of their email settings. Because of this, the capability is controlled by a user perm and should be given out carefully.
(Classic and LEX)
Large Cropped Photo (LEX) Images will appear fuzzy and have to be re-uploaded to take advantage of the larger size.
Freeze Users
In Templates, Community Moderators with the “Manage Users” or “Manage Community Users” can freeze Community members who are not behaving appropriately.
Frozen users can not log in, though their profile and feed posts can still be viewed.
(Templates)
Tab Customization
Admins can now create a similar experience to the tabbed Profile in Classic.
(LEX and Templates)
Analytics CloudWave Analytics• New Chart Types• Wave Platform• Wave App Framework• Wave Flexible SchedulingAnd more….
See the feature impact tables in the Release Notes to find out when and how these features become available
Reports and Dashboards• Enhanced charts on tablets• All your favorite charts!!• Progressive Rendering• Collaboration on Dashboards• Undo/Redo• Report Export• Collaborate - Chatter Feed on Reports• Interactive chart filtering• Reports & Dashboard APIAnd more….
Collaborate on Flex Dashboards with Annotations (Beta) How to enable Annotation?
Enable Feed Tracking for Wave Asset
Select Feed Tracking
in Setup
Wave Annotation (only on Flex)
Once the conversation is done, users can mark it resolved
Show/Hide Annotation
Annotations are just
like Chatter Posts
Annotations can contain text and @mention and
will also appear in Chatter
Download as CSV/XLS Download the Results of Explorations to CSV or Excel Files
Control via Permission Set
NOTE:
This feature is downloading the result of displayed query. It does not
download the raw data nor can it be used as mass export.
Download from a Lens/Dashboard.
Presentation mode
Start Presentation directly from a
dashboard
Full Screen experience,
keyboard shortcut enabled, sharing enabled
Start Presentation directly from a dashboard
Define an entry point dashboard for any App
Application Lifecycle Management (ALM) Package, Upload, and Install Wave Assets
Packages are uploaded and a link is generated
Select Wave assets from the list of components
Use the standard Setup tools to package
your Wave assets
Customers can install the package via the
link
AppExchange Publish Your Wave Apps to AppExchange
Customers may purchase and install
your offerings
Upload your Wave
Apps to AppExchange
License Management Application (LMA) Manage Leads and Licenses for your AppExchange Offerings
Administrators can configure licenses for their users App publishers may use LMA to
specify the licensing for packages
Get Notified on New Version Banner notified when a new version is available and show a release
note
Notification appears only to users who can actually update
Second notification that cannot be removed
Remove the banner in one click
Create a new App reusing a previous setup Easily create a new App reusing previous wizard answers
You can still create from scratch
Reuse answers from any existing app from the same template
Enhanced charts on tablets Enhanced charts now available on tablets, and dashboards can now
display leaderboard tables and funnel charts
Enhanced charts also available on tablet
devices
Funnel and scatter
charts now supported on Dashboards
Leaderboards
displayed as table charts
Charts with many data points are shrunken to
fit the space Small groupings collapsed into
a single “Other” grouping
Charts with few data
points are expanded to fill the space
Progressive Rendering
All your dashboards,
even the ones with a lot of data and components,
will load faster with beautiful progressive
rendering
Collaborate - Chatter Feed on Reports
Click the Chatter button to open the Chatter Feed
in the side panel
“Other” bucketing
Data groupings comprising < 3% of the total are combined
into a group called “Other”
Clicking on the “Other” grouping will update the Filter Panel to show the filters that
comprise the “Other” grouping.
Interactive chart filtering
1. Click to select one of the groupings in the
chart
3. The filter panel updates to reflect that
the report was filtered to the selected grouping.
2. The report data is
filtered to the records that belong to the selected grouping
Reports & Dashboard API Find the dashboards associated to a particular report
New CustomReportID field available to query on DashboardComponent object: CustomReportID
Use Case:Admin wants to delete some reports. Some of those reports are used by dashboards, and therefore the reports cannot be deleted unless the dashboards no longer reference the reports or the dashboards themselves are deleted.
Workflow:1. Identify reports you want to delete2. Find out if the reports belong to any dashboards (dashboards need to either no longer use the report,
or the dashboard3. Either disassociate the report from those dashboards, or delete the dashboards referencing the
reports.4. Delete the reports
For step #2 above, use this query to get IDs of dashboards that use a particular report:
Select Id, DashboardId, CustomReportId FROM DashboardComponent WHERE CustomReportId = ‘00OR0000000PBZZMA4’
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