Dreamforce 2019 Learnings
With over 170,000 attendees and 5,000 sessions over 4 days in November, Dreamforce - the yearly Salesforce conference held for partners and customers alike - was a learning experience in every sense.
The conference highlights the innovative products and partners in the Salesforce ecosystem, offers countless learning opportunities for users and partners, and always creates suspense surrounding big announcements about innovations and the future of the products.
Our most exciting learnings from Dreamforce 2019 are around major innovations for Insurance products, leveraging AI, and using our voices to be more proactive and helpful.
Financial Services Cloud for Insurance has Launched!
The “archaic” systems that sometimes plague the insurance industry can be revamped - dare we say easily - using out-of-the-box features from the new FSC for insurance.
This extension of Financial Services Cloud aligns with Salesforce’s “single source of truth” goal by giving insurers a wholesome insight of each customer across all lines of business.
The innovative technologies of Financial Services Cloud for Insurance are customer friendly and built to transform experiences and services for customers, insurers, and agents.
With the new FSC for insurance comes standard objects for Policy, Claims, Coverage, and the like.
Users and reps can easily view policies, claims, and renewals in easier ways that omit having to click off of the record page; think hovering over a link or an expandable section.
Hover over a link for a detailed insight to the record without having to leave the current page.
Other exciting features of FSC for Insurance include a productivity console for agents and service reps to show sales, claims, and outstanding policy information, and life events to capture triggers and changes in insurance needs.
If you add the enhancements in Einstein Analytics in that can suggest product solutions to help retain the policyholder, a 360-degree-view without having to build another legacy system is what you will get from Financial Services Cloud for Insurance.
We are excited to see these solutions built out in real-time.
Everything Einstein
EINSTEIN SEARCH
Generally available now, Einstein Search shows search results on a user-by-user basis, populating results relative to most accessed records by each user.
Along with personalized search results, users are able to take actions (edit, delete, etc) directly from search results instead of clicking into a record, again eliminating the need for an extra click and page load.
Users can also search for data in new ways using Einstein Search. A search for “targeted accounts last 30 days” will show all accounts with status “Targeted” created in the last 30 days and so on.
This streamlines the search process for users, giving them quick results without having to navigate to a filtered list or a report if not necessary.
EINSTEIN VOICE
Einstein Voice is a voice-activated assistant, similar to Siri or Alexa, who can create meeting notes, tasks, update records, and relate records to one another on the Salesforce Mobile App.
Users can talk to Salesforce using commands like “create an account for Blacksmith Company,” and voila, the account will be added to Salesforce.
Einstein Voice will be especially beneficial for on-the-go reps who need to take quick meeting notes or tasks and can do so at the press of a button.
The AI capabilities of Einstein Voice will make for a more productive and streamlined workday and save the need to take a laptop out on many occasions.
EINSTEIN OPPORTUNITY SCORING
Generally available in the Spring 2020 release for Sales Cloud, Einstein Opportunity Scoring allows users with access to see opportunity scores and focus on the most pertinent deals in their pipeline.
Score History allows users to monitor changes over time and detect trends or actionable insights on an opportunity.
Einstein Opportunity Scoring will list Top Positives and Top Negatives about an opportunity, along with a numeric score to help users gauge the probability of closing the opportunity at the time.
Service Cloud
SERVICE CLOUD VOICE
Not quite the same as Einstein Voice, but just as effective, Service Cloud Voice can convert voice-to-text in real-time, allowing service reps to focus on a favorable outcome for their customer instead of worrying about data entry during a call.
Not only will Service Cloud Voice help to eliminate data entry using the transcription capabilities, it can recommend replies and relevant knowledge articles for a customer, as well as the next best actions the service rep can take to resolve the issue at hand.
Service Cloud Voice is something to look forward to for the Summer 2020 release.
Although our takeaways from Dreamforce are far beyond those listed above, we are most looking forward to seeing these solutions in action for our clients.
The insurance industry is undergoing a massive overhaul of old technologies, and we are proud to be at the forefront of the solutions.