Welcome to the Real-Time Collaboration Cloud. The Future of Customer Service. Build and Run Your Custom Apps on Force.com

Transcription

1 = Salesforce.com Community most-requested features Welcome to the Real-Time Collaboration Cloud Salesforce Chatter is a new way to collaborate with people at work. Where the status of important projects and deals is automatically pushed to you so you're always in the loop. With Chatter, it s easy to know everything that's happening in your company. Updates on people, groups, documents, and your application data come in real-time feeds. Salesforce Chatter Chatter Central Chatter Filters Chatter Recommendations Chatter Search Chatter Topics Chatter Files Chatter Analytics Chatter Manager Chatter Digest Dashboard Chatter Report Chatter Activity Chatter Chatter Desktop Chatter Mobile Chatter Mobile for iphone Chatter Mobile for BlackBerry Chatter Mobile for ipad Knowledge Chatter Service Cloud Console Service Service Cloud Cloud Knowledge 2 Now with Chatter Article Detail API The Future of Customer Service Today, keeping customers satisfied means connecting with them everywhere they turn for service, whether that s the phone, , or increasingly the Internet. The Service Cloud connects you to it all: your call center, your Web self-service community, even social networks such as Facebook and Twitter. All on a single, cloud computing platform. Service Cloud Chatter Service Cloud Call Center Service Cloud Contracts & Entitlements Dynamic SLA Milestones Build and Run Your Custom Apps on Force.com Build and run customized applications using the Force.com cloud platform. Use Force.com to extend Salesforce CRM into other areas such as HR and financial services, tailor the application to match your business processes, or create a new application to address your specific needs. Force.com Chatter Platform Comprehensive and easy to customize, the Sales Cloud helps companies manage people and processes more effectively. Your reps will get the tools they need to build stronger relationships and close more deals. Managers get real-time visibility into the team s sales performance, plus the power to instantly make changes as the business changes. Sales Cloud & Productivity Salesforce for Outlook Sales Cloud Opportunities & Quotes Quotes Template Editor Sales Cloud Analytics & Forecasting Real-Time Report Builder Drag-and-Drop Dashboards Note: Any unreleased services or features referenced in this or other 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. Chatter Packages Chatter Components for Pages Force.com Unlimited Real-Time Database Customizations Cloud User Interface Force.com Programmable User Interface Language Translation for Force.com Arabic & British English Support Record Types for Pages View State Inspector Force.com Programmable Cloud Logic System Log Console Force.com Real-Time Web Sites Sites Customizable My Profile Page Sites Self-Registration for Person Accounts Sites URL Redirects Salesforce Single Sign-On Security Sharing Sets Parallel Processing for Sharing Rules Force.com Real-Time Query Optimizer Global Search

2 Salesforce Chatter CHATTER CENTRAL (Developer, Contact Manager, Group, Professional, Enterprise, & Unlimited Your home base for Chatter :: Get up to speed on everything happening in your company :: Filter your feed to help you find important information fast :: See recommendations of groups to join and people to follow Chatter Central is your new home for Chatter, located on the Chatter tab. Here you ll find your feed, Chatter Filters, and Chatter Recommendations. Because Chatter is new for many users, there s also a helpful checklist of how to get started so you make the most of Chatter. CHATTER FILTERS (Developer, Contact Manager, Group, Professional, Enterprise, & Unlimited Find targeted information fast :: Focus on the posts you need at any given time :: Use filters to sort through your feed quickly Chatter Filters let you filter your feed to find relevant posts, so you get the most value out of your feed. Filter posts by groups, people you follow, and records you follow to reduce noise and easily view information. CHATTER RECOMMENDATIONS (Developer, Contact Manager, Group, Professional, Enterprise, & Unlimited Smart recommendations to help you collaborate with the right colleagues :: Find new people to follow in your company :: Discover valuable, relevant groups With Chatter Recommendations, you can now receive smart, automatic suggestions of colleagues to follow and groups to join. Chatter recommends people based on criteria such as connections in common, Winter 11 Release Preview 1

3 number of followers, and management hierarchy. Similarly, public groups are recommended based on their popularity and relevance to you. Chatter Recommendations use dynamic logic to help you follow the right people and join the right groups so you get the most out of Chatter. CHATTER SEARCH (Developer, Contact Manager, Group, Professional, Enterprise, & Unlimited Search across every Chatter feed, file, profile, and update :: Find relevant information fast :: Get instant search results from your Chatter feed Winter 11 Global Search lets you search across Chatter updates, files, feeds, profiles, and comments. When you search for a keyword, the results include the full Chatter posts and comments from your feeds. Chatter Search is part of the new global search, which lets users search for keywords and returns results across all records, including Chatter. CHATTER TOPICS (Developer, Contact Manager, Group, Professional, Enterprise, & Unlimited Use hashtags in posts to create shared topics :: Associate your posts with topics in your company :: Search for updates with common topics :: Find relevant topics fast Chatter Topics lets you associate your updates with other posts and comments on the same topic by using a hashtag (#). By using hashtags, you create a topic link that categorizes your update so other users in your company can find it more easily. You can also use Chatter Search to find updates and comments that match the Chatter topic you re looking for. CHATTER FILES (Developer, Contact Manager, Group, Professional, Enterprise, & Unlimited Store, update, and share your Chatter files in one place :: Upload and share files such as documents and presentations :: Follow files shared by coworkers and get updates on new versions Chatter lets you upload and share files with your entire company. Winter 11 now includes a home for all the files you share with the Chatter Files tab. Not only can you keep track of all your shared files, but you Winter 11 Release Preview 2

4 can also follow files shared by coworkers. Get automatic updates in your Chatter feed once new versions are uploaded so you know your most important documents, presentations, and media files are always upto-date. CHATTER ANALYTICS (Group, Professional, Enterprise, & Unlimited Create reports and dashboards of how your employees use Chatter :: Gain insight into trends in Chatter :: Increase visibility into how your company is using Chatter :: Increase Chatter adoption Chatter Analytics lets you create reports and dashboards on Chatter usage in your company. You can report on users and their followers, feeds, comments, groups, members, and group comments. This feature gives visibility into the major contributors and insight into how people in your company are using Chatter. Chatter Analytics also helps drive user adoption by giving admins the ability to segment Chatter usage and determine best practices and which users and groups are using Chatter effectively. Note: Automatically visible to all administrators. No setup required. CHATTER MANAGER (Contact Manager, Group, Professional, Enterprise, & Unlimited Tailor your Chatter settings to receive only the information you need :: Never miss important updates from your Chatter feed :: Control your personal notifications To receive updates on your feed, Chatter sends notifications to help you stay in touch. Now you can configure your notification settings through Chatter Manager. Choose the frequency and scope of the s sent by Chatter. With Chatter Manager, you can choose whether or not you receive an when a colleague follows you, posts on your profile or to a group, or makes a comment on an update you ve made. CHATTER DIGEST (Contact Manager, Group, Professional, Enterprise, & Unlimited Get the latest updates from your Chatter feed so you never miss a thing :: Catch up on the latest posts in Chatter :: Sit back and let Chatter push information to you Winter 11 Release Preview 3

5 Get caught up on Chatter even when you re away from the application. You can now receive a daily or weekly Chatter digest of the latest Chatter posts from your feed or feeds from groups. The Chatter Digest sends the latest updates from your Chatter feed straight to your inbox, so you never miss a thing. You can even configure how often you receive the Chatter Digest through Chatter Manager. DASHBOARD CHATTER (Group, Professional, Enterprise, & Unlimited Follow and receive updates on your top dashboard conversations :: Collaborate in real time around business data :: Gain insight and make smarter, faster decisions Users can now follow and get dashboard updates in their feeds. Stay tuned to discussions around dashboard data and collaborate with colleagues. By collaborating on dashboards, users can get collective insight from the community to speed up and improve decision making. REPORT CHATTER (Group, Professional, Enterprise, & Unlimited Collaborate on your team s key reports :: Keep relevant conversations accessible right on the report :: Get updates on reports straight to your feed With Winter 11, conversations around report data can be captured through feeds with Report Chatter. Now you can follow reports that are important to you and get updates from colleagues straight to your feed. By following reports, you can collaborate with your colleagues on key business data. ACTIVITY CHATTER (Contact Manager, Group, Professional, Enterprise, & Unlimited Collaborate on tasks and events :: Stay up to date on activities across your company :: Gain insight and make smarter decisions In Winter 11, you can follow and receive updates on activities through Chatter. You can now track the progress of important tasks and get notifications on calendar and meeting updates. Activity Chatter lets users collaborate with colleagues on customer calls and meeting agendas right on the task or event record, reducing s and phone calls. Winter 11 Release Preview 4

6 CHATTER DESKTOP (Compatible with Contact Manager, Group, Professional, Enterprise, & Unlimited Read your Chatter updates on your desktop :: Stay connected to your feed without opening a browser :: Get instant desktop alerts about updates and comments from your feed Chatter Desktop is a new way to experience and contribute to Chatter. With Chatter Desktop, you can post updates, comments, files, and links. You can even filter your feed by group. Chatter Desktop displays pop-up alerts at the bottom of your screen so you re instantly notified of important updates within your Chatter network. You re always connected to Chatter and in the loop with this desktop application. Note: Application download required. Feature available later this year. Chatter Mobile CHATTER MOBILE FOR iphone (Contact Manager, Group, Professional, Enterprise, & Unlimited Stay in the conversation wherever you are with Chatter for your iphone :: Update your status, post comments, view files, and upload photos :: Follow important people in your organization and research helpful information :: Collaborate with team members from the road with Chatter groups A lot can happen when you leave the office. With Chatter for iphone, you ll stay on top of late-breaking updates and keep co-workers informed of your activities from the road. Know immediately when records you re following are updated, respond to posts on your wall, and poll the group for fast answers to customer questions. Note: Feature is available later this year. CHATTER MOBILE FOR BLACKBERRY (Contact Manager, Group, Professional, Enterprise, & Unlimited Stay in the conversation wherever you are with Chatter for your BlackBerry :: Update your status, post comments, view files, and upload photos :: Follow important people in your organization and research helpful information :: Collaborate with team members from the road with Chatter groups A lot can happen when you leave the office. With Chatter for BlackBerry, you ll stay on top of latebreaking updates and keep co-workers informed of your activities from the road. Know immediately when records you re following are updated, respond to posts on your wall, and poll the group for fast answers to customer questions. Winter 11 Release Preview 5

7 Note: Feature is available later this year. CHATTER MOBILE FOR ipad (Contact Manager, Group, Professional, Enterprise, & Unlimited Tap into mobile success with Chatter on the Apple ipad :: Update your status, post comments, and collaborate using the Chatter app for ipad :: View presentations, find and join groups, and browse profiles Experience the power of Chatter on the world s most exciting tablet device the ipad from Apple. Tap photos and records for instant hover-card views, use the pinch feature to quickly preview presentations, collapse and expand feeds, orient the screen to portrait or landscape views, and see all of your groups at a glance. Whether you re racing to appointments or kicking back at Starbucks, Chatter Mobile for ipad is the killer app for business professionals on the go. Note: Feature is available later this year. Sales Cloud & Productivity SALESFORCE FOR OUTLOOK (Developer, Contact Manager, Group, Professional, Enterprise, & Unlimited Dramatically increase end-user adoption and productivity and virtually eliminate administration with a new Salesforce for Outlook integration :: Quickly synch s with one click :: Keep your contacts and events synched in the background :: Configure your personal settings right from Salesforce User adoption is key to the impact of CRM on your business, especially adoption by your sales team. The new Salesforce for Outlook makes it effortless for sales teams to have the work they do in Microsoft Outlook including s, contacts, and calendar events automatically captured in Salesforce CRM. Automatically synch contacts, events, and track s with just one click. Plus, with administration in the cloud, setup is easy, so your reps can focus on selling. Note: Not automatically visible. Feature is available, but requires some setup. Winter 11 Release Preview 6

8 Sales Cloud Opportunities & Quotes QUOTES TEMPLATE EDITOR (Developer, Professional, Enterprise, & Unlimited Easily customize your quote templates with clicks :: Add your own logo in seconds :: Format content with a built-in rich-text editor :: Include custom fields from accounts, opportunities, and other records Winter 11 gives you a new way to instantly tailor your quote templates to the needs of our business and your customers. Customizing quote templates with your own fields, and branding has never been easier. Note: Not automatically visible. Feature is available, but requires some setup. Sales Cloud Analytics & Forecasting REAL-TIME REPORT BUILDER (Developer, Contact Manager, Group, Professional, Enterprise, & Unlimited Quickly create and edit reports with drag-and-drop simplicity :: See a preview of the final report in real time :: View chart previews in real time :: Quickly find data for your report using smart field filtering :: Work interactively with a sample of your live data Reports are a powerful way for you to measure the sales metrics that matter to your business. Typical report building is slow and painful and requires lots of trial and error. The real-time Report Builder makes it easy to create reports on the fly and get them right the first time. With drag-and-drop ease, you can see changes to your reports in real time. Note: Automatically visible to all administrators. Admins must edit profiles and select between Report Wizard or Real-Time Report Builder for report creation. DRAG-AND-DROP DASHBOARDS (See note below for availability) Chart your performance with a click :: Create and edit dashboard charts with drag-and-drop ease :: View your team s dashboards on the fly :: Address outliers by clicking directly from dashboard charts to records :: Make inline edits to metric labels to personalize your dashboards Winter 11 Release Preview 7

9 Visibility into top performance metrics ensures your team s success. With the new Drag-and-Drop Dashboards, you can build role-based dashboards in minutes. Once you create a dashboard, you can switch user views to see your team members dashboard views. Want to drill into a specific opportunity? Just click on the data in the dashboard to go directly to the opportunity detail. Note: Viewing team dashboards is only available for Unlimited Edition customers. Inline metrics editing and drill to detail are available for Professional Edition and above. Team dashboards enabled by admins within the profile settings. All other features are automatically enabled. Service Cloud Chatter KNOWLEDGE CHATTER (Enterprise & Unlimited View Chatter discussions in published articles :: Foster collaboration around articles with Chatter :: Keep content updated and fresh :: Stay up to date as knowledge changes Salesforce.com has enhanced the ability to follow knowledge articles in Chatter. Now teams can collaborate on published knowledge articles in real time for increased accuracy and article relevance. Readers can get a sense of the article s history, contribute comments, and see input from other readers. These updates all show up in your Chatter feed, so you re always up to date on what s happening with the knowledge articles you follow. Note: Automatically visible to all administrators. No setup required. Service Cloud Call Center SERVICE CLOUD CONSOLE (Developer, Enterprise, & Unlimited Editions for the Service Cloud) Streamline customer support to boost agent productivity :: Shorter response times :: Get all the information you need through one application :: Streamline complex service processes Winter 11 Release Preview 8

10 For customer service agents, nothing is more important than quickly finding the right information for customers. Now, with the next-generation Service Cloud Console, agents have an optimized screen for managing all service and support activities with fewer clicks and less scrolling. The modern new user interface streamlines the agent experience with new tabbed records so agents can dramatically speed up support, sales, and telemarketing functions without losing context inside the application. Note: Not automatically visible. Feature is available, but requires some setup. Service Cloud Contracts & Entitlements DYNAMIC SLA MILESTONES (Developer, Enterprise, & Unlimited Editions for the Service Cloud) Tailor service metrics based on the current state of your case :: Create milestones independent of case creation :: Customize entitlements based on case status Service level agreements (SLAs) are typically initiated at the time of case creation; however, sometimes unique situations require milestones be achieved at dates independent of case creation. With Dynamic SLA Milestones, users can set new start time fields to create more complex support processes. For example, after you add a milestone to an entitlement process (support timeline), you can choose when the milestone starts. Note: Automatically visible to all administrators. No setup required. Service Cloud Knowledge ARTICLE DETAIL API (Developer, Enterprise, & Unlimited Editions for the Service Cloud) Search for articles based on view and vote counts :: Find articles using more search criteria :: View the highest-voted articles :: View the articles with most views New with Winter 11, developers have the ability to access article details such as ratings and view counts through the API. By building a custom search page, you can retrieve and score vote and view counts for enhanced article searching. Note: Not automatically visible. Feature is available, but requires some setup. Winter 11 Release Preview 9

11 Force.com Chatter Platform CHATTER PACKAGES (Developer, Group, Professional, Enterprise, & Unlimited Add Chatter to your custom app to make it collaborative and social :: Create packages for your Chatter feeds :: Control how you distribute your Chatter apps With Chatter, you can bring real-time collaboration to your custom apps. New with Winter 11 Chatter Packages let you create packages of Chatter feeds to deploy in other apps. Don t worry about customers that don t have Chatter enabled Chatter Packages lets you distribute your app to customers without Chatter as well. Note: Automatically visible to all administrators. No setup required. CHATTER COMPONENTS FOR PAGES (Developer, Contact Manager, Group, Professional, Enterprise, & Unlimited Easily add Chatter to your Force.com pages (Visualforce) :: Add Chatter to your custom pages in minutes :: Make your sites collaborative Chatter made your apps collaborative now extend the same functionality to your custom pages. Chatter Components for Pages makes it easy to show a feed, follow users, and even follow data right in your Force.com (Visualforce) pages. These new components, available for all Force.com pages, reduce development time and make your apps and custom pages better. Note: Not automatically visible. Feature is available, but requires some setup. Custom controllers and standard controller extensions are not supported in Group or Professional Editions. Force.com Unlimited Real-Time Database Customizations CLOUD USER INTERFACE (Developer, Contact Manager, Group, Professional, Enterprise, & Unlimited Setup now has a fresh look and feel :: Enjoy a consistent experience if you re an end user or developer :: Use a pleasant interface for administrative tasks The Cloud User Interface brings the same look of the new Salesforce user interface to the setup area, giving developers, administrators, and users a consistent experience. The new interface also makes the setup area easier to navigate with visual indicators in the menu and expandable icons that pop. Winter 11 Release Preview 10

12 Note: Automatically visible to all administrators. No setup required. Force.com Programmable User Interface LANGUAGE TRANSLATION FOR FORCE.COM (Developer, Enterprise, & Unlimited Translate custom apps :: Provide language translations for any app If you re using Force.com for custom apps, you can easily translate your apps with language translation for Force.com. Now it s easy to extend the reach of your custom apps across the world. Languages supported are Serbian, Slovak, Georgian, and several English variants. Additional languages will be added in future releases. Note: Contact salesforce.com to enable this feature. ARABIC & BRITISH ENGLISH SUPPORT (Developer, Enterprise, & Unlimited Extend the reach of your apps across the world :: Deploy Salesforce globally :: Enhance the library of languages for users Winter 11 adds two new end-user languages: Arabic and British English. End-user languages are standard translations of standard objects, making it easy to deploy Salesforce anywhere in the world. Note: Contact salesforce.com to enable this feature. RECORD TYPES FOR PAGES (Developer, Group, Professional, Enterprise, & Unlimited Specify record types in your Force.com pages (Visualforce) :: Specify default values without code :: Enhance the user experience on your Force.com pages Want to specify default values and map picklists for input fields in Force.com (Visualforce) pages? Record Types for Pages lets you do that without any additional code. Just like in the declarative environment, you can map picklists to record types and specify page layouts dependent on profiles. Note: Automatically visible to all administrators. No setup required. Custom controllers and standard controller extensions are not supported in Group or Professional Editions. Winter 11 Release Preview 11

13 VIEW STATE INSPECTOR (Developer, Group, Professional, Enterprise, & Unlimited Easily inspect the state held by a page :: Facilitate development and debugging of Force.com pages (Visualforce) The View State Inspector is a desirable tool for any Force.com developer. The Inspector displays the value and size of all objects in a view state in a separate tab, previously only available via logs. The View State Inspector speeds up development and eliminates the headaches of debugging. Note: Automatically visible to all administrators. No setup required. Custom controllers and standard controller extensions are not supported in Group or Professional Editions. Force.com Programmable Cloud Logic SYSTEM LOG CONSOLE (Developer, Enterprise, & Unlimited Tune and debug your apps and code with ease :: Capture execution data :: Maintain multiple logs Want to be able to step through Force.com code (Apex) and see values as they change? Or track errors based on level? And maintain multiple logs for each time you execute some code? The System Log Console has a new set of functionality, guaranteed to please any developer. The System Log Console provides the ability to step through the execution trace, highlighting the corresponding source code as well as detailed panels representing profiling and stack information. The new System Log Console significantly reduces time spent by developers on debugging and tuning their apps. Force.com Real-Time Web Sites SITES CUSTOMIZABLE MY PROFILE PAGE (Developer, Contact Manager, Group, Professional, Enterprise, & Unlimited Customize your profile pages :: Design profile pages to match your custom user interface :: Leverage standard profiles with a custom look and feel Tailor your user profiles to match the look and feel of your app or site. Sites Customizable My Profile Page lets you overwrite the My Profile page with a custom Force.com (Visualforce) page. It s easy to get started with the provided sample page and Force.com code (Apex) class. Plus, keep all your profile data aligned and clean by synchronizing the user fields with associated contact fields. Note: Automatically visible to all administrators. No setup required. Winter 11 Release Preview 12

14 SITES SELF-REGISTRATION FOR PERSON ACCOUNTS (Developer, Enterprise, & Unlimited Empower users to register themselves on your site :: Give users the ability to create accounts :: Scale your portal to all your customers through self-service Sites Self-Registration lets users visit your site, register their accounts, and get started with the valuable customer information provided on your portal. Behind the scenes, registration is achieved through a new Apex method, createpersonaccountportaluser, which creates a new person account. Note: Not automatically visible. Feature is available, but requires some setup. SITES URL REDIRECTS (Developer, Enterprise, & Unlimited Keep your URLs clean and your content current :: Preserve search engine ranking for pages that have moved :: Redirect visitors to current content Sites URL Redirects lets you make sure that every visitor to your site is directed to current content whether they re coming from old links or trying to access content that has moved. As your Web site evolves, you won t lose visitors to old links, and you can maintain search engine ranking for popular URLs. Note: Automatically visible to all administrators. No setup required. SALESFORCE SINGLE SIGN-ON (Developer, Contact Manager, Group, Professional, Enterprise, & Unlimited One login for Salesforce and non-salesforce apps :: Easily integrate Salesforce with third-party apps :: Provide a fluid experience for your users Salesforce Single Sign-On makes it possible for users to have a complete view of all your company data, whether it s in Salesforce or a third-party app. By implementing SAML 2.0, the integration is secure, transparent, and can be accessed with a single authentication. Salesforce Single Sign-On isn t only beneficial to end users it also improves the developer experience by providing easy access to our APIs from a variety of platforms. Integrating with code running on third-party platforms has never been easier, or more secure. Note: Not automatically visible. Feature is available, but requires some setup. Winter 11 Release Preview 13

15 SECURITY SHARING SETS (Developer, Enterprise, & Unlimited Deliver a secure and targeted sites experience :: Organize your authenticated sites users :: Provide profile-based access to your sites Authenticated sites extended the functionality of your sites. Now admins can group users and target them with different levels of access to data. This approach lets customers implement key business models that require users within the same account to have different levels of access. For example, a Service Cloud customer can give some management or specialist users the ability to see all cases under an account while still ensuring that most users see only their cases. Note: Not automatically visible. Feature is available, but requires some setup. PARALLEL PROCESSING FOR SHARING RULES (Developer, Enterprise, & Unlimited Control and visibility of your sharing rules :: Shorten maintenance windows for updates of sharing rules :: Increased control and visibility Parallel Processing for Sharing Rules gives you the choice of implementing sharing rules asynchronously or in parallel. You now have control over how changes are implemented, shortening necessary maintenance windows for updates to sharing rules. Plus, the processes are visible in the monitoring user interface. Note: Contact salesforce.com to enable this feature. Force.com Real-Time Query Optimizer GLOBAL SEARCH (Developer, Contact Manager, Group, Professional, Enterprise, & Unlimited Stop looking, start finding :: Save time with instant, relevant search results :: Effectively find the things you need to do your job Global search is the lightning-fast search technology built into Force.com. Positioned in the header of the page for easy access from anywhere in the app, it s never been easier to find what you re searching for. Global Search gives you instant results and suggests terms using auto-complete for records that you ve recently viewed, edited, or looked up. You can drill down to specific items, including articles, content, products, solutions, Chatter feeds, files, groups, and people. Or make your scope even more granular by including other criteria such as descriptions, notes, and task and event comments. Winter 11 Release Preview 14