Ghanshyam Yadav

                                       Accessible analytics insights for on-the-go users Customer Need Ability to view Analytics assets in Salesforce Mobile Home screen. Solution A customizable CRM Analytics Card in the native Salesforce Mobile Home that can display a Collection, which will include Lightning Reports, Dashboards & CRM Analytics Content. Use Case On-the-go business user can quickly access their preferred analytics content right from Salesforce Mobile Home. Impact Immediate access to Analytics content on Mobile User productivity and efficiency  

                                                   Service Cloud Voice enhancements Customer Need Ability to create signals based on keywords being uttered during a voice call. Solution / How To Configure Create a new rule and define the action that needs to be taken. Under “Trigger Type” you specify when the rule should be triggered, what action the rule can take, and what conversation channel it can be used on. Use Case Automatically record that customers uttered specific works such as “unsatisfied”, “unhappy”, “manager”. Impact Lower AHT, customer satisfaction

                                                         Einstein GPT innovations Customer Need Agents need a faster way to reply to customer questions and want to spend their time adding value to the conversation, rather than writing or repeating the same response across customers. Solution / How To Configure Configure Messaging for In-app and Web and Einstein GPT Reply Recommendation component. Use Case Automatically generate/suggest responses to assist agents in a Messaging conversation with a customer. Impact Reduce Average Handle Time Increase CSAT

                                          Bring Einstein Bot experiences to Whatsapp Customer Need Enable more channels for Einstein Bots. Solution / How To Configure Create an enhanced WhatsApp channel. Then add the Route Workflow Action to an Omni-Channel flow to route conversations to and from an enhanced bot. Use Case Automate user queries and tasks with Bots in the Enhanced Whatsapp Channel. Impact Customer satisfaction

                                   Invocable Action in Flow to dynamically assign Programs Customer Need Assign Enablement Users to Enablement Programs based on any criteria supported in Flow. Solution / How To Configure Users with the Manage Flows permissions can create “assign enablement program” actions in Flow builder . Use Case Automatically assign reps to Enablement onboarding programs based on their inclusion in a new group, account, opportunity. Impact User productivity

                                         See Users in Assigned Territories on Leads Customer Need Sales, service, and other supporting roles need to see who shares their Lead assignment in order to drive next best actions. Solution / How To Configure Add the related list “Users in Assigned Territories” to the Lead page layout. Use Case See valuable shared territory assignments on Leads and drive collaboration. Impact User productivity Collaboration

                                  Calendar Home is now a Lightning Web Component Customer Need Limitations in the number of events viewed on the calendar existed, and the way events were displayed was difficult to navigate. Limitations in the Aura implementation of calendar prevented new features from being implemented effectively. Solution / How To Configure Navigate to Activity Settings in Setup and enable “Use Lightning Web Components for Calendar Home” to turn on the new Calendar experience. Use Case Calendar users get a view of up to 500 events on their schedule. Ability to quickly scan upcoming meetings with longer text and overlapping tiles.   Impact User productivity