Salesforce Spring ’23 Release Notes — The Funny Summary — Volume VIII

5 min readJan 10, 2023

This article is one of many other volumes for the Spring ’23 Release Notes — The Funny-ish Summary. If you want to jump to a specific Topic please use the links at the bottom of this page.

Service Cloud

Channels

Messaging

Say hello to my little friends 👋! The new Messaging Components, which are a new set of user-friendly features, that agents can send to customers via Messaging.
Talking about meeting new friends 😺, here is also: Enhanced Messaging for Facebook, where you can transfer sessions between agents, use statuses to expand the routing logic and more…
For our next magic trick, I’m gonna make this field disappear 🪄! You can now use hidden pre-chat fields in Messaging (for both In-App and Web).

Always keep the chat history, never delete it 🤓! Authenticated Customers, to an external site or a mobile app, can access the chat history thanks to the new User Verification. Now it’s for an unlimited duration compared to 6 hours before.
The Knowledge Component Actions are now available in enhanced Facebook Messenger channels and Messaging for In-App and Web.
The Actions & Recommendations are now available on the Messaging Session record (Previously, only available in Chat, Case, and Voice Call records).
Agents can mark messaging sessions inactive. But why? Because this frees up the agent’s capacity so they can help other customers.
Under the Messaging User object, there is a new lookup to the Lead.. You might ask me why, I’ll say it’s part of the Customer 360 Super Mega Plan 🤓.

Voice

Real-time actions can be triggered during a call, based on what the customer says, with the new Conversation Intelligence. such as showing recommendations & scripts.
You can manage partner telephony provider queues from Service Cloud Voice. GA
You can let your contact center take care of syncing the agents’ Omni-Channel presence statuses.
If you know your way with the code, you can build & drop components (LWC, Aura or VF) under the Omni-Channel widget.
Screen Pops are unlocked! They give you the ability to automatically launch screen flows when agents accept voice call.
There is a new Flow Template -> Find Contact Associated with Voice Call. I’ll let you guess what it does.
And.. more features!

Swarming

Objects support is now expanded (Case, Account, Opportunity, Financial Deal, Incident, Problem, Change Request, and User), and on the same note, reporting is also expanded (You can also report on swarm member’s work and work skills btw 🤓).
In the Expert Finder, you can now search for the right expert by skills.

Incident Management

You can now use BROADCAAAAAAAAST 📢 Slack messages and ALEEEEEERTS 🚨 within Salesforce.

Are you a fan of automation? Here you go, a fresh AppExchange awaiting your orders 👉 Flow Automation Pack for Incident Management.

Routing

For a responsive service, you configure two pools now to better manage priority: Primary capacity pool (that will include time-sensitive work items) & interruptible capacity work (that will include long and non priority tasks). PILOT
Keep an eye on your contact center 👀! The new Omni-Channel Wallboard is here to help you do that. PILOT
AND on top of OR. When filtering for skills under the Skills Backlog, you can either choose One or more selected skills (OR) or All selected (AND) skills (Previously, you could only work with OR).
New Omni-channel work items assigned means a new alert in the browser now (If you choose to enable it).
No need to call your Admin anymore! Supervisors can adjust queue assignments in Omni Supervisor and put agents in other queues where they’re needed most.
Package ‘em! Omni Supervisor configurations are supported by change sets and packages now.
Finally, some improvements to Omni-Channel flows if you are more curious.

Knowledge

Are you a hardcore fan of both CRM Analytics & Knowledge? Here you go: Install the Knowledge Dashboard Pack for CRM Analytics and thank me later 😃.
You can now change the record type for a translated article.
Draft articles are now included in the CRM analytics reports. Previously, this was the case only for published ones.

Cases

No more duplicates 🛑! Meet Lightning Threading, a helper for Email-to-Case when it comes to finding existing related cases instead of creating new ones with each email received.
For outgoing emails, you can choose to shrink the previous content and only keep the new one.
You can now send case-related emails with your own servers (Gmail or Outlook for example).
And finally, you can log calls directly from the Activities component in your case, similar to the other objects! (Yes! Finally!).