Salesforce Spring 17 release – My favorite features

Salesforce Spring 17

In this post, I would be only talking about Generally available (GA) features, excluding pilots and Beta. Saving those awesome features for suitable time to come. So, here are some of my favorite picks from Spring 17.

Composite Resource

Imagine we are doing REST API call from external system by creating Account first and then contact. In between if internet connection is gone or user closes browser and only Account created without contact ?  From Spring 17, we can reduce number of REST API calls made by combining them in single request. Advantage of this feature would be easier transaction management and API limit saving. You can have up to 25 subrequests in a single call. Up to 10 of these subrequests can be query operations, including Query, QueryAll, and “Query More” requests to obtain the next batch of query results.

Guide to setup Omni Channel in Salesforce with Video

We can route case or lead records to Queue on basis of assignment rules. Queue can also be set as an owner for custom object records. However, once record is assigned to queue, it needs manual intervention to assign it further to members in queue or queue member can assign to themselves. Queue members assigning to themselves, however may result into cherry picking. Some agents may resolve easier cases and some of them only gets time consuming or hard cases.

Omni-Channel offering from Service cloud is promising product and resolves this problem to some extend. It can automatically route records to agents in queue on basis of incoming case complexity and work load of agents.

Omni-Channel in Salesforce
Omni-Channel in Salesforce

In this post, we will walk through steps to set up Omni-Channel.