Sales Cloud is Salesforce’s original “cloud” product — and with Salesforce Genie (CDP) underlying it, this cloud is about to get far more powerful.
Here are the key Sales Cloud innovations that were announced at Dreamforce: Sales Cloud Genie, Sales Cloud Enablement, Einstein Bots for Sales, Slack Canvas for Sales, and enhanced Slack Huddles to ensure the momentum is never lost on a hot opportunity.
Sales Cloud Genie
Salesforce Genie paves the way for highly personalized customer experiences delivered in real-time.
Genie ingests and stores real-time data streams at massive scale and combines it with Salesforce data. The aim is to reconcile all of the many identities an individual could have across the hundreds of apps your organization uses. The result? A single, cleansed record for each individual customer.
Sales reps can see the full context of the customer, including their key details, next best action, best time to contact, and engagement feed. All in one screen, updated in real-time from many data sources behind the scenes, that’s the beauty of having the Sales Console connected with Salesforce Genie.
Wrapped into Sales Cloud Genie are two other functionalities:
- Sales Cloud Enablement
- Einstein Bots for Sales
Sales Cloud Enablement
“Improve voice and video conversations with real-time guidance.”
Data-driven coaching to help sales managers focus on improving the skills that matter. Enablement automatically tracks achievement milestones and delivers training programs in the flow of work, ensuring reps can skill up fast.
Similar to Einstein Conversation Insights, but more powerful.
Availability: Generally available Winter ’23 (current release, Sept-Oct 2022).
Einstein Bots for Sales
“Make every rep more productive with bots.”
We’re all aware that chat bots can support customers to self-serve and deflect queries by sharing answers to frequently asked questions or completing tasks on behalf of the rep. Einstein Bots aren’t only for the service team, which has now been extended to Sales Cloud.
When receiving messages via the chat window, sales reps can see the full context of the customer, including their key details, engagement feed, and next best action (“Upgrade this fan”, in the example below, after the customer has indicated interest in upgrading due to their in-app behavior).
Availability: Generally available Summer ’23.
Slack Canvas for Sales
Alongside a Slack channel you also have a Canvas. Slack canvases are described as a “surface to capture and share knowledge [with] the ability to access and take action on Salesforce data directly in Slack”.
For service teams, Slack canvases can be used for, but are not limited to:
- New hire onboarding
- Account updates
- And much more!
Sales teams will also appreciate the enhanced Slack huddles, now with video and screen sharing capabilities. Still light-weight, huddles are perfect for knowledge sharing, coaching, and ensuring that momentum is never lost when it comes to ‘hot’ opportunities.
Summary
Sales Cloud Genie, Sales Cloud Enablement, Einstein Bots for Sales, Slack Canvas for Sales, and enhanced Slack Huddles … These were the latest innovations announced at Dreamforce ’22 — plenty of exciting updates to supercharge the Sales Cloud platform and ensure that no momentum is lost when it comes to those hot customer opportunities.
