Salesforce Winter ’18 Release

October 16, 2017

Lightning Experience is the future of Salesforce, is it yours? If you haven’t already transitioned, then you’re losing out–paying for capabilities that you can’t use. The Salesforce Winter ’18 Release includes dozens of new functions, integrating productivity tools across the Sales, Service, Marketing, and Commerce Clouds, to improve customer and employee experiences. Below is a quick list of the Winter ‘18 enhancements that should be reason enough to make the transition from Classic to Lightning.

  • Complete Repetitive Tasks with the Macros Utility
    Agents can complete repetitive tasks with a single click, such as sending an email to a customer and updating the case status.
  • Route Live Agent Chats with the Omni-Channel Utility
    Agents can change their presence status and accept and decline work requests. You can also route chats from Live Agent.
  • Save Time with the Enhanced Email Toolbar
    Agents can insert merge fields, preview emails, and clear emails from the email publisher for cases. They can also insert Salesforce Classic email templates, attach files, and remove attachments if they change their mind.
  • Create Knowledge Articles from the Console
    No more leaving the console to create articles. Agents can create articles directly from the Knowledge component.​
  • Track Case Milestones in the Console
    Agents can view active, completed, and violated milestones on the case record page and drill down to see milestone details.​​
  • Use Favorites in Console Apps
    Agents can save time and keep track of their most-visited pages.

Making the transition to Lightning shouldn’t feel like a hassle. In fact, transitioning to Lightning Experience can be completed in as little as 30 days.

If you’re attending Dreamforce hear what T-Mobile has learned from their own transition to Lightning.

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