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Sierra Myers

Winter 20′ Release Notes


Winter 20' Release Notes

Today is the day that the Winter 20’ release goes global. We’ve scratched the surface with this article highlighting some new and improved features that enhance the way you use Salesforce. We dug through the Winter release notes and unearthed some pretty cool adds. Features like recycling bin access, mobile app launcher and enhanced Einstein Technology just scratches the surface of what Salesforce is doing to work for YOU. Check out some of the Winter 20’ release notes highlights below. If you want the in-depth overview check it out here.

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Account Teams and Opportunity Contact Role Enhancements

Customization is the best. With the Winter 20’ release you can now customize account teams and opportunity contact roles. Add custom fields, triggers and business processes that reflect a certain member of your team and what role they play in your company. Improving collaboration across the board.

Sales Cadence Branching

Customize your Sales Cadences to branch to steps based on different call scenarios. Every call is different and should be treated as such. Depending on the result of the call your Cadence moves to the next best step. This feature buckets your prospects in order of relevance, this allows managers to report on which cadence produced the best results.

Einstein Forecasting: Support for Quarterly Forecasting

The power of Einstein in combination with the quarterly forecasting schedule improves forecasting accuracy, predicts results and tracks how your sales team is doing. Einstein Forecasting is available to sales managers with the Sales Cloud Einstein license.

Einstein Case Routing

Einstein case routing automatically classifies and routes support cases. This allows Sales Reps to see cases faster and spend more time with customers rather than manually going through cases. Based on your preferred accuracy threshold. Once the case is classified it is automatically routed to the correct sales rep.

Lightning Knowledge Enhancements

Customer service is working in real time with Salesforce. Deliver the right answers over any channel to your customers quickly and easily. With one-click your service agents are able to preview knowledge articles and contribute to the conversation in real-time.

Commerce & Communities

Transactional SMS Messaging

Empower your customers with real time SMS messaging. Customers can send and track transactional text messages, such as purchase confirmations, delivery updates, password resets and receipts

Journey Builder: In-App Messaging for Mobile Apps

Create and send Rich Communication Services (RCS) to your customers mobile app through Journey Builder. Your marketers can can directly interact with their mobile audience to increase engagement and drive conversation.

Journey Builder: Einstein Send Time Optimization

Select the best time to send emails to your subscriber list based on engagement. Simple as that.

What's New?

Salesforce B2C Commerce: Page Designer

Page Designer allows you to build with clicks not code. With the drag-and-drop component your vision can be executed in minutes not days.

B2C Commerce: On-Demand Sandboxes

On-demand sandboxes allows you to copy your site and fine tune it without impacting your production site. 

Create and intelligently manage content. Build content and extend it to any channel not built on Salesforce. Your content developers can write, design and curate content in one convenient location.

Community Cloud for Financial Services

Create a feature-rich portal for your independent insurance agents in the Insurance Agent Portal Lightning Template. Get a comprehensive overview of Clients, Policies, Claims and so much more right on your dashboard.

Platform, Productivity, & Integration

Real-Time Event Monitoring

Keep a close eye on what is happening in your org. Build transaction security policies that alert you when unwanted actions or suspicious activities occur.

New Salesforce Mobile App

Customize the look, feel and functionality of your data. Build custom apps with ready-made or custom components. Unify your desktop and mobile experience.

In-App Guidance

On-board and engage with your user in lighting. Create prompts with your own written content and action buttons guiding users to the URL of your choice.

Salesforce Data Integration Enhancements

Discussing data has never been easier. With embedded Salesforce reports in Quip users can add salesforce list views and log calls directly within quip. Making it easy for teams to discuss and collaborate on Salesforce data they use every day.

Anypoint API Community Manager

Build a developer community around your APIS. This transforms your portal into a digitalized experience. Your technology and business teams can collaborate and promote products with API documentation.


Mortgage Innovation for Financial Services Cloud

Capture borrower information with data model enhancements for mortgage, so that data can be shared across all lines of business.

Provider Relationship Management

Easily track important healthcare provider information. Ensure your patients are getting all the care they need. Get a full view of your provider network.

Sales Agreements

By using Sales Agreements your business is able to negotiate long-term purchases and sales of products over time. Get a full overview of how your accounts are performing. 

Retail Execution for Consumer Goods Cloud

In all circumstances of retain marketing the 4 P’s are ALWAYS important to follow. Help your business make the right choices by tracking inventory, place orders at the right time and ensure that your business is tracking visit details to spend less time on operational activities and more time on building and nurturing relationships with your customers.


Essentials Collection on AppExchange

Integration has never been easier. Connect all of your tools that help run your business efficiently on one platform.

Essentials In-App Help

Get the support you need without leaving Essentials. In the first 90-days of purchase chat with an Essentials team member and get your questions answered.

Einstein Analytics

Einstein Discovery: Automated Story Creation

Create a story by selecting a dataset and Einstein does the rest

Einstein Discovery: Live Model Monitoring

Keep an eye on predictive models throughout your business. Einstein Discovery alerts you if one of your models is under performing so you never miss a beat.

Einstein Analytics in the New Salesforce Mobile App

Einstein Analytics Dashboard is now on mobile! Access all the data you know and love right from the palm of your hand.

Success Cloud & Enablement

Help Portal Enhancements

Get your questions answered quickly and efficiently. With better Live Chat UI, improvements to case management and new case scheduler rest easy knowing that when you ask you shall receive. 

New and Refreshed Accelerators

Get 1-on-1 assistance with Salesforce specialists. Including refreshed accelerators for Service Cloud, Pardot and Marketing Cloud.

Trailhead Simulator

Marketing Cloud finally has a simulator. Create practice email templates, sending emails and more with Marketing Cloud simulation.

If your business is still in Classic, don’t fret. Users are still able to use Classic; this is not a forced transition. It should be known that Salesforce is not actively updating Classic. So the longer you put off switching to Lighting, the further behind your team will be with the fantastic updates that Salesforce has made, especially for the Lightning Experience. If you are still wondering which features will work best for your business, contact us today!

Closed Lost Opportunity In Salesforce

A common request from our clients is tracking Closed Lost opportunities. What is Closed Lost? Closed Lost is an opportunity that didn’t get approved by the company. From a Sales Management POV the most critical Salesforce report is the Closed Lost reason. This gives management important insight on why an opportunity did not Closed Won and become a successful deal for your team. The way that we track this information is through a Validation Rule. The Validation Rule verifies that certain data is entered into an object (opportunity) before a record can be saved.  Follow along with John as he walks you step-by-step on how to create a Closed Lost Reason.

Let's get started!

  1. In your Lightning Home Screen, click Setup

  2. Type ‘Object’ in your Quick Find box and select Object Manager

  3. Scroll down and click Opportunity. 

  4. From the details panel select Fields & Relationships. 

  5. Click New.

Writing in Journal

Step One: Create Your Lost Reason Field

  1. Choose Picklist from the options and click Next. (Check out this Tutorial for instructions on how to create a picklist.)

  2. Name your Field ‘Lost Reason.

  3. Click Through.

  4. Hit Save.

Step Two: Validation Rules

  1. From the details panel, Select Validation Rules.

  2. Enter Rule Name.

  3. Type in your Error Condition Formula.


  5. Enter the reason: NEED LOST REASON.

Step Three: Check Your Rule

  1.  Go to an  Opportunity. (We recommend creating an example to test this out)
  2. Click on Closed.
  3. Click Select Closed Stage.
  4. Select Closed Lost.
  5. After hitting Enter you will notice the dialogue box pop-up with an error message. 

Now that you’ve completed this Validation Rule you will not be able to close a Closed Lost Opportunity without selecting a reason. This is a great way to organize your Closed Lost Opportunities. This gives your sales team a high level overview of trends surrounding Lost Opportunities and changes that need to be made in the future. 

Having trouble with this tutorial? No worries, this is what our business is about. Contact us today and we can help you with Validations rules and much more.

How To Create A New User In Salesforce

We are going to create a new user in your Salesforce instance. Simply put a user is anyone who logs into Salesforce. This can be an employee, colleague or someone new who is working for you. This tutorial will explain how to grant access to new users in your Salesforce instance.

  • Usernames are unique across all of Salesforce.
  • A Password link can be sent to a new user so they can easily change it.

Follow along with John and use this article as your guide: 

Let's get started!

  1. In your Lightning Home Screen, click Setup

  2. Type ‘Users’ in your Quick Find box and select Users

Laptop on brown table with flowers and a cup of coffee. In Natural sunlight.

Step One: Add New User

  1. From Setup, enter Users in the Quick Find box, then select Users.

  2. Click New User to add a single user or click Add Multiple Users to add up to 10 users at a time.

  3. Enter each user’s name, email address, and a unique username in the form of an email address. By default, the username is the same as the email address, but you can overwrite this.

  4. Select the user license you want to associate with the users you create (the license determines which profiles are available for each user).

  5. Select  profile.

  6. Select Generate passwords and notify user via email to email a login name and temporary password to each new user.

  7. Click Save.

Salesforce Create New User Screenshot of Page

How easy was that? In just a few simple steps you created a user in your Salesforce org. Remember that you can create up to 10 user profiles at a time. This saves a lot of time and energy to focus on other things within your business. Well done!

Celebration of Salesforce Avatars

Too many users to add?  Contact us today and let us worry about that, you have a business to run!

Maximize productivity while working from home.


As technology changes at lightning speed so does the way we work. If you have fantasized about your 9-5 beginning and ending from the comfort of your own home you are not alone. According to between 2005 to 2017, there was a 159% increase in remote work. In 2015, 3.9 million U.S. workers were working remotely. Today that number is at 4.7 million, or 3.4% of the population.
States like Massachusetts are even offering employers major tax credits for businesses that allow their employees to work from home. All in the name of reducing our carbon footprint and decongesting our roadways. If you’ve ever had to commute to work in a major city you understand the stress and anxiety.
At CRMD we have consultants across the country who work from home. We try to balance working from home with lots of communication and occasional team outings to encourage bonding and create community within the company. Check out how you can maximize productivity while working from home. So get out of those PJ’s, grab a coffee and get productive!


Early Riser

Work Hours

Afternoon Meetings

Short Breaks

Office Hours

Plan the night before.

One of the key steps to be productive when working from home is planning out your day the night before. Instead of waking up the morning of your stay-at-home work day frantic and overwhelmed; spend 30 minutes the night before plan your productive day. (Maybe even light cleaning your workspace to make it more inviting the following day)

Waking up early is essential to a blooming day.

The most productive way to start your morning is going straight to work mode. Get your daily dose of coffee and go straight to work. Since you planned your day the night before, you already know what you’re going into so it’s an easy transition. Once you feel like you need a little break, time for breakfast.

Set your work hours.

Setting your work hours creates structure which helps productivity. It will help you determine when to start and end your work day. Being clear and creating boundaries with your work hours will help you balance work and home life. It’ll help your body adapt to your typical work day at home.

Schedule meetings in the afternoon.

A little pro tip is to plan your meetings in the “early afternoon” around 10 or 11 am to boost productivity. If you’ve been working alone all morning , talking to co-workers and clients will help you become more motivated to finish your day off strong.

Take short breaks.

The beauty of working from home is the flexibility, embrace it. Whether you’re going to a workout class or going out for lunch, enjoy time away from your workspace. When you return, you’ll have a refreshed mindset. If you do not want to leave the comfort of your home, take 10 minute breaks to destress by stretching.

Embrace office hours.

Most companies that work remotely set up offices in cities that they employ the most people. Office spaces like WeWork, Oficio, The Wing, and hundreds of other provide an excellent space to get away and focus on your work. If your company provides office hours take advantage of it! You’ll be in an environment with like minded people and will be able to structure your day without the distractions that might occur while working from home.

Working from home really has its perks. However, like all good things it is all about moderation. The best part about working from home is that you can work anywhere. So if you find yourself constantly distracted while at home opt for another location. Coffee shops are a great work-space for remote workers, it smells great and there is unlimited coffee! If you have co-workers that live nearby invite them along! Being able to bounce ideas off of someone else will maximize productivity and efficiency plus a little human interaction never hurts.

What is Salesforce?

What is Salesforce?

Often times when we tell people that we partner with Salesforce they scratch their heads. They look even more confused when we tell them it is a CRM platform. Check out our latest article ‘What is CRM.A quick guide to success.’ These terms are still not widely known and we want to change that. For those who find themselves reading this article with a full understanding of the Salesforce, standing ovation my friend! If you are like the masses who still don’t have a clear understanding of the CRM platform keep reading.
Salesforce Astro & Cody

Quick overview and History:


 Salesforce has become one of the largest Saas(Solution as a Service), Cloud Computing platforms in the world. They consider themselves to be the Worlds #1 CRM tool and this isn’t just a tagline, it’s a fact. Businesses like Amazon, Spotify, Toyota, The New York Post, Macy’s and hundreds of thousands of others rely on the power of Salesforce everyday. 

Before Twitter, Gmail, Facebook and dozens of other cloud based platforms Salesforce was quietly and humbly growing in a San Francisco Apartment. In 1999,Marc Benioff, founder, chairman and co-CEO of Salesforce decided to leave his career at Oracle ( A computer software company), along with software developers Parker Harris, Dave Moellenhoff, and Frank Dominguez. It was during this time that Salesforce began.

Flash forward to 2019, per their annual report (2017) there are roughly 150,000 Salesforce customers and this number is growing daily. 

Get Started Today!

Elevate the way you do business, with Salesforce.

So what exactly is Salesforce? 


According to,  Salesforce is a customer relationship management solution that brings companies and customers together. It’s one integrated CRM platform that gives all your departments — including marketing, sales, commerce, and service — a single, shared view of every customer. 

Think about what your company currently uses to track your CRM information. If you are envisioning spreadsheets, post-it notes or on-premise software you are not alone. 15 years ago CRM software was all the rage, but it came with hurdles. Having a dedicated IT staff managing the infrastructure of the CRM software became costly and with time ineffective. Not to mention the amount of space this software took up on computers. Salesforce quickly realized this pain point and began to brainstorm. 

Present day; Salesforce allows companies to run at peak efficiency, without the need to manage software infrastructure. Beyond that, Salesforce has addressed a number of pain points and eloquently provides solutions that scale with your business. Salesforce lives in the cloud, which means your data is uploaded on a secure org that houses all of your companies information.

Salesforce works with all functional areas of your company. They call this Customer 360, this allows you to have a big picture view of your customers on an individual level. You are able to respond faster, personalize touchpoints, anticipate purchases, all while building trust and long-lasting relationships. 

Scratching the Surface: 

There are a number of products that Salesforce has near perfected. These products help maintain, engage and enhance the customer experience. Products like:

Marketing Cloud allows you deep dive your marketing efforts. You are able to create personalized customer journeys across all channels and devices. Create beautiful email templates that are fully customizable. Marketing Cloud includes integrated services to manage the customer journey, email creation, social media, advertising and so much more!

Commerce Cloud allows you to deliver B2B and B2C experiences that connect to marketing and sales and service. With out-of-the box commerce solutions you can easily build websites with best practices. Providing your customer with and optimized user experience. 

Sales Cloud allows you to convert lead more quickly, close more deals all while giving you a big picture overview of your company’s performance as well as the performance of your employees. Giving you the chance to adjust your strategy quickly and easily. 

App Creation is another amazing feature that Salesforce has integrated into their platform. Quickly create low-code apps. If you have a team of developers, that know a thing or two about coding, great! Build sleek apps with coding language that your team is familiar with. Enable collaboration across your entire company. 

Third-party Applications, Salesforce is dedicated to making your life easier. With the option to integrate Third-party applications you are able to implement applications created by people who exclusively focus on optimizing them. Meaning that with a few clicks your B2C you can use Third-party integration that specialize in payment processors, ratings and reviews, tax processing and more. 


The main reason we love Salesforce, aside from it being a fantastic CRM platform is the endless opportunities for customization. Any possible pain points you can think of Salesforce has created a solution that can be tailored to your business. What are some of your pain points? Contact us today and let our team of Salesforce professionals answer your questions and define some much needed solutions for your business.