Email Experience

Retrieve Inbound or Outbound Email Logs

We can now request Salesforce email logs based on the direction of travel through Salesforce email servers.
Use the email direction to filter results from email logs that contain outbound emails, inbound emails, or both.

Release Item : This feature allows us to retrieve Email based on the direction of travel through Salesforce email
servers. This means that while retrieving the data we can specify, whether we want logs for OutBound Emails
(Emails sent from Salesforce Org) OR Inbound Emails (Emails received by our Salesforce Org) OR We can
also request logs for both the directions if needed.

Detailed Analysis:

Outbound Emails: When your Salesforce organization sends an email, it first goes through Salesforce's email
servers before reaching its destination. These servers handle the email as it "travels" from your organization to
the recipient.

Inbound Emails: Similarly, when an email is sent to your Salesforce organization, it also passes through
Salesforce's email servers before it is delivered to your organization's email system.

Salesforce's servers are involved in the process of sending or receiving emails for our Salesforce org. So it
allows us to request logs of these emails based on whether they were outbound (sent by your organization) or
inbound (received by your organization) as they passed through these servers.

NEED of this Feature :

 Troubleshooting: When email-related problems occur, such as emails not being delivered or received,
having access to email logs allows administrators to investigate and diagnose the issues more
effectively and we can quickly identify the problem They can pinpoint where in the email transmission
process any problems may have occurred.

 This will provide insights into email traffic patterns :

Monitoring Volume: By reviewing email logs, you can see how many inbound and outbound
emails are being processed by Salesforce. This helps you understand the volume of email traffic
within your organization.

Identifying Patterns: Email traffic patterns can reveal important trends, such as peak email usage
times or commonly used email templates. This information can be used to optimize email
communication strategies.
Retrieve Email Logs Based on the Mail Event

Filter for Reception, Delivery, Transient Failure, or Permanent Failure events. Use these results during
troubleshooting to get smaller logs and pinpoint permission failures.

Release Item : This feature allows us to retrieve email logs based on specific 'Mail Event' which makes it
easier to troubleshoot email-related issues i.e we can filter for Reception (R), Delivery(D), Transient Failure(T),
or Permanent Failure(P) events.

Its a kind of checkbox that provides us the flexibility to select either One/Two/Three/ all Four Mail Events while
applying the filter to retrieve email logs.

R - Reception
The email was successfully received.
D - Delivery
The email was successfully sent.
T - Transient Failure
The email transmission was delayed. Salesforce retries delivery over a 24-hour period. The first retry
occurs five minutes after the first transient failure, the second occurs ten minutes after that, the third
twenty minutes after that, and so on.
P - Permanent Failure
The email could not be delivered.

Aura & LWR Sites:

Share CMS Content from Any Workspace with an Enhanced LWR Site
CMS: Content Management System - where you can create, edit, organize, and manage digital content
from a centralized location. Share content by publishing to channels such as a commerce site, marketing email,
customer community, partner portal, or any digital experience.

Content: Clicking the Content tab displays files, content packs, Web links, and Google docs published in your
Salesforce CRM Content libraries. If Chatter is enabled, files posted to Chatter groups and public Chatter files
are also displayed on the Content tab.

Previously Functionality : We can create a CMS workspace to publish content to Salesforce CMS channels
except an enhanced LWR site i.e
• We cant share content from non-enhanced CMS workspaces to enhanced LWR site.

• We can share content from enhanced CMS workspaces to enhanced LWR site & other Salesforce CMS
channels

Release Item : Now we can share CMS content from enhanced & non-enhanced CMS workspaces with any
enhanced LWR site.
New LWR Sites Are Now Enhanced Only

When you choose an LWR template, such as Build Your Own (LWR), you can no longer opt out of creating an
enhanced LWR site. Previously, in Setup, you could disable the Enhanced Sites and Content Platform on the
Settings page under Digital Experiences. However,
now that you can share CMS content from non-enhanced CMS workspaces with enhanced LWR sites, you no
longer need the opt-outoption.

Previously we can disable option under ‘Enhanced Sites and Content Platform’ and can create non-enhanced
Build Your Own (LWR ) Site
Currently we wont find any option to disable ‘Enhanced Sites and Content Platform’ i.e we can only create
enhanced LWR site

Impact Analysis : We don’t have any impact as we are already using Enhanced LWR Site
Find Components on Your LWR Site More Easily in Experience Builder

Release Item : On enhanced LWR sites, you can also quickly locate hidden components from the Page
Structure panel and unhide them with a click. On the Experience Builder canvas, the label for any selected
component now appears in full, even for narrow components, making component identification clearer.

Previous Page Structure View

Current Page Structure View
Key Aspects :

• When we click a component in the Page Structure panel on any LWR site, Experience Builder scrolls the
canvas to show the component and open its property panel.
• When we click a component on the canvas, Experience Builder scrolls the Page Structure panel to show the
selected component there.

• To locate hidden components in the Page Structure panel on an enhanced LWR site, select Hidden
Components from the Show dropdown list
• We can also unhide a component directly from the panel by clicking the eye icon next to the component’s
name.

Need :

With synchronized interactions between the canvas and the Page Structure panel, you can easily find and select
individual components for smoother, easier site editing on all LWR sites

Translate Your LWR Site into More Languages

Release Item : You can now offer your site in up to 25 languages. Previously, you could offer your site in only
10 languages.

Detailed Information: After we add a language, we can add its translated content and make the language active
in the language selector componet on our site. When we delete a language, we delete its translation and remove
it from the language selector on your site. We can add up to 25 languages.

NOTE : The available languages are determined by the languages that are enabled in your Salesforce org.

Use Quick Actions on Related Lists in Aura Sites (Generally Available)

Quick actions that you add on related lists in Lightning Experience are now also available in Aura Experience
Builder sites. Quick actions appear on the Related List - Single component and when users click View All in the
Related Record List component. With quick actions, your Aura site users can create related records for items in
the list without leaving the page. Or they can perform mass updates on up to 100 related records at once.
Create Component Variations in Enhanced LWR Sites (Beta)
Use Custom Logic in Your Expression-Based Visibility Rules

Visibility rules, available for enhanced LWR sites, are now more flexible. You can now use two operators in the
same rule. Previously, you could only add conditions with an AND or an OR operator in a single rule.

Previous Working : With Expression Based Visibility, we can hide or show individual components based on
the conditions we choose for Enhanced LWR sites and we can only add conditions with an AND or an OR
operator in a single rule.

Release Item : We can now use 'Custom Logic' in Expression-Based Visibility Rules i.e along with AND or OR
we can also define 'Custom Logic' for component visibility in Enhanced LWR Sites.

Previous Visibility Criteria

Current Visibility Criteria

Apply Custom CSS from the New Style Tab on Components in Enhanced LWR Sites

Previously for an Enhanced LWR Site component we have 3 Tabs (Settings , Spacing, Visibility) after this
release update inplace of Spacing Tab 'style' Tab is present

Release Item : For a component in 'Style' tab we can make the layout adjustments as well as we can define
Custom CSS. This gives more granular control over the style of each component. Define CSS classes in your
site’s head markup and easily apply them to any component, including custom Lightning web components that
you create for your site.

The CSS Class property appears on the newly renamed Style tab in the component property panel. The Style
tab, previously known as Spacing, was renamed to highlight this additional functionality.

Previously

Currently
Display More Fields in Knowledge Search Results
Previously, the Search Results page displayed only titles and summaries when knowledge articles were
searched.

Release Item : Now we can customize additional Knowledge fields that display on the Search Results
page(Results Layout Component). From Object Manager, use Search Layouts to specify which Knowledge
fields appear.

Do More in LWR Sites with the Actions Bar Component (Generally Available)

Help your LWR site users take more action on Salesforce records with increased action support in the Actions
Bar component. Show a custom set of Salesforce actions on an object detail page and then customize the bar to
match your branding. In this release, you can add the Edit standard action and Create a Record and Update a
Record quick actions to the Actions Bar. Previously, only headless Lightning web component quick actions
were supported.

Summary :
This component is only available LWR Site not present in Enhanced LWR Sites. Previously this feature is
available as Beta now its Generally Available.

Release Item : Now site users can create and update Salesforce records directly from your LWR site. We need
to use Actions Bar component to add a custom set of actions to an object detail page, and style them according
to our need.
View and Edit More Records Using the Record Detail Component in LWR Sites (Generally Available)

This component is available in both LWR Site & Enhanced LWR Sites. Previously this feature is available as
Beta now its Generally Available.

Release Item : Customers and partners can now more easily edit Salesforce records on desktop and mobile
from your LWR site’s Record Detail component.

In the component, users see the page layout that’s assigned to their profile. The Record Detail component is now
generally available for many standard and all custom object pages.

NOTE : To know the list of supported Standard Objects refer below link :

https://help.salesforce.com/s/articleView?id=sf.networks_napili_supported_objects.htm&type=5
Use Dynamic Redirect Rules in LWR Sites (Beta)

With dynamic rules, you can redirect users from your site to an LWR site URL—without any coding. Configure
dynamic URL redirect rules that use a pattern to identify a URL from your site and redirect it to an LWR site.
Use mapping rules for large numbers of similar URLs to redirect, such as URLs in a specific category.

Explanation with Example:

For example, imagine a company has a blog section on their main website, with URLs like "www.company.com
/blog/post1" and "www.company.com/blog/post2". With dynamic redirect rules, they can create a patternbased r
ule that identifies all URLs that start with "www.company.com/blog" and redirect them to the corresponding pa
ges on their LWR site, such as "www.blog.company.com/post1" and "www.blog.company.com/post2".
Additionally, mapping rules can be used for large numbers of similar URLs that need to be redirected.

Let's say you have a personal website called "navya.com" where you blog about different topics, including
technology. You also have an LWR site called "technews.com" where you publish articles related to technology.
With dynamic redirect rules, you can configure a rule that identifies any URL on your personal website that
includes the word "technology" and redirects it to the corresponding URL on your LWR site "technews.com".
So if you have an article on your personal website with the URL "navya.com/blog/technology-trends-for-2023",
the dynamic redirect rule will automatically redirect the user to "technews.com/articles/technology-trends-for-
2023" without requiring any coding.

You can also use mapping rules for large numbers of similar URLs to redirect, such as URLs in a specific
category. For example, if you have a category on your personal website called "mobile phones", you can create
a mapping rule that redirects any URL in that category to the corresponding URL on your LWR site that also
has a similar category for mobile phones.

Configuration :

Redirect Users to Your Experience Builder Site Pages (salesforce.com)

Disable Experience Cloud CDN for Enhanced Domains in Sandbox Orgs

Salesforce Content Delivery Network (CDN) is a feature in Salesforce that provides a distributed network of
servers that cache and deliver static content more quickly to users. It can be used to serve up static content such
as images, videos, and JavaScript files to users visiting a Salesforce site, improving the speed and performance
of the site. The CDN stores content on servers located around the world, so users can access the content from
the server closest to their location, reducing latency and improving page load times. This feature is available for
Salesforce Experience Cloud sites and can be enabled in the site's settings.
Differences

When setting up a custom domain in Salesforce, you have two options for serving the domain with HTTPS:

Serve the domain with your HTTPS certificate on Salesforce server

Serve the domain with the Salesforce Content Delivery Network (CDN)

The main difference between the two options is the location of the HTTPS certificate.

With the first option, you provide and manage your own HTTPS certificate, and it is installed on the Salesforce
server. This means that all HTTPS traffic is served directly from Salesforce, which can increase the load on the
server.

With the second option, Salesforce uses its own HTTPS certificate and serves your site content from its Content
Delivery Network (CDN) nodes. The CDN caches your site content at multiple locations around the world,
making it faster for users to access. This can help improve site performance and reduce the load on the
Salesforce server.

The recommended option depends on your specific use case. If you have a high traffic site or want to optimize
site performance, serving the domain with the Salesforce CDN may be the best option. If you prefer to manage
your own HTTPS certificate and don't expect high traffic, serving the domain with your own HTTPS certificate
on the Salesforce server may be sufficient.
https://help.salesforce.com/s/articleView?id=sf.community_builder_cdn.htm&type=5

Require Sender Name and Email Address to Send Chatter Email Notifications (Release Update)

Salesforce enforces this update in Winter ‘24 to follow the latest security recommendations. Administrators
must provide a Chatter email From Name and Email Address for Chatter email notifications to continue being
sent.

Release Update : Currently, admins have the option to leave the From Name and Email Address fields blank in
their Chatter email settings and Chatter email notifications are still sent. Starting in the Winter ‘24 release,
admins are required to enter values in the From Name and Email Address fields for Chatter email notifications
to be sent.

It Ensures that Chatter email notifications are always sent from a verified email address improves the security of
your organization.
If the From Name and Email Address values are left blank, then users won’t receive Chatter email notifications.

When this update is enforced in Winter24, Chatter emails are no longer sent from orgs where the From Name
and Email Address fields in Chatter Email Settings are blank.
Before providing From Name & Email Address in Chatter Email settings

After providing From Name & Email Address in Chatter Email settings
The Ref ID Format for Email-to-Case Changed

Release Item Summary : The format for Ref ID threading in emails changed.

Previously it uses this Ref Id Format like this ref:_00Dxx1gEW._500xxYktl:ref and it was now changes as ref:!
00Dxx01gEW.!500xx0Yktl:ref, Because Salesforce recordids typically contain information about the server
where the record was created. As more servers come online,the format of compressed record ID's needs to
change to accomodate larger server IDs.

Example :
Old Format Example : ref:_00D1j8j6g._5001jFMYnh:ref
Here 5001jFMYnh (Case Record Id) and 00D1j8j6g (Salesforce Organization ID)

New Format Example : ref:!00D7Z054gX.!5007Z0P3tVp:ref

Here 5007Z0P3tVp (Case Record Id) and 00D7Z054gX (Salesforce Organization ID)

Before Winter24 Release Update

After Winter24 release update

Transition to the Lightning Editor for Email Composers in Email-to-Case (Beta) (Release Update)
Before this feature enablement :

After the feature gets enabled in our org

Get AI-Drafted Email Responses Based on a Knowledge Article (Pilot)

Refer Case Number 01375446

Release Item Summary : This allows users to generate AI drafted email responses based on their company's
knowledge articles. This helps agents to save tme & create more constient customer service experiences. Also
Agents can review, edit, and send responses from the lightning email composer, or copy and paste drafted text
into an outside email provider.

Configuration : To use this feature we need to add Draft Einstein Response action to your knowledge
component. Then, to draft a response based on a Knowledge article, simply select Draft Einstein Response from
the relevant article’s drop down menu.

After that Einstein will then generate an email response based on the knowledge article we selected.

Pre-Requisite : As this feature is not available to everyone yet;its in a pilot phase. So to use it we need to contact
Salesforce Account Executive to get this add-on
https://help.salesforce.com/s/articleView?
id=sf.einstein_article_recommendations_select_fields.htm&type=5

Answer FAQs with Article Answers AI (Generally Available)

Release Item: Article Answers is a Salesforce feature that uses machine learning and traditional search to
process your customers' free text inputs and serve up relevant fields from your knowledge articles directly in the
bot conversation i.e it answer frequently asked questions (FAQs) using AI.
Its now generally available in English, French, German, Italian, Portuguese, and Spanish

Benefits :

• Quickly build an FAQ bot: Article Answers will help us in quickly building an FAQ bot by automatically
generating bot dialogs based on your knowledge articles.

• Connect a bot to your knowledge base: We can connect a bot to your knowledge base with a single bot
dialog. This makes it easy to add Article Answers functionality to your existing bots.

• Tailor your bot's responses to your customer segments: You can tailor your bot's responses to your
customer segments by using knowledge data categories. which allows us to provide more relevant responses to
different groups of customers.

• View customer feedback on Article Answers responses: Article Answers includes feedback collection
dialogs, event logging, and standard reports. This makes it easy to view customer feedback on Article Answers
responses and identify areas for improvement.

Navigation : To access Article Answers > Setup > Einstein Bots Setup page > Smart Features > select Article
Answers > Get Started

Configuration : Refer below link

https://help.salesforce.com/s/articleView?id=sf.bots_service_article_answers.htm&type=5
-

Teach Your Bot New Languages More Easily with the Cross-Lingual Intent Model (Beta)
**IMP Example **

 You have a bot that is currently only available in English. You want to add support for Spanish, but
you don't have a lot of training data in Spanish available.
 You can use the Cross-Lingual Intent Model to train your bot to understand Spanish by adding just a
few utterances to each intent in Spanish. The Cross-Lingual Intent Model will then learn to understand
Spanish based on the utterances that you provide.
 Once you have added the Spanish utterances, you can enable the Cross-Lingual Intent Model for your
bot. Your bot will then be able to understand and respond to user queries in both English and Spanish.
 The Cross-Lingual Intent Model is a powerful tool that can help you to improve the performance of
your bot and make it easier to add new languages.

Background : Cross-Lingual Intent Model - It allows us to train our bot to understand new languages more
easily.

Previously, Einstein Bots offered only one intent model, which requires 20 utterances per language per intent to
test or build the model.

Release Item : To get improved bot performance and make adding new languages we need to upgrade to Cross-
Lingual Intent Model -

Benefits of using this model :

• Improved bot performance: by making it better able to understand and respond to user queries in different
languages.

• Easier to add new languages: it makes us easier to add new languages to your bot by reducing the amount of
training data required.

• More accurate F1 score: When you add 20 utterances to an intent, the Cross-Lingual Intent Model generates a
more accurate F1 score, because it uses all utterances for testing and training.

Easily switch between intent models: You can easily switch between the Cross-Lingual Intent Model and the
original intent model, as long as you meet the minimum requirements.

Navigation : Setup > Einstein Bots > Bot Overview. In the Settings section, go to the Intent Enhancements
setting and select Use the Cross-Lingual Intent Model with this bot > save
Use with single- or multi-language bots: You can use the Cross-Lingual Intent Model with single- or multi-
language bots.

For Detailed information : Refer below links

https://help.salesforce.com/s/articleView?id=sf.bots_service_cross_lingual_intent_enable.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.bots_service_train_bot.htm&type=5

Route Conversations to an Enhanced Bot with Fewer Clicks

Get Your Bot Ready for Launch with the Enhanced Bot Audit

Ask Questions with Static Options with an Enhanced Bot

Customize an Enhanced Link with Dynamic Input
Add Permission Sets to Your Custom Templates and Blocks (Beta)
Grow Your Einstein Bot Portfolio with New Templates and Blocks
AnalyticsBotSession Object Was Removed

Release Item : The AnalyticsBotSession object was used to populate session-related data in API queries.
Beginning in Winter 23, you can no longer access AnalyticsBotSession records. Instead, use the newer Session
Metrics object (Conversation DefinitionSession) to retrieve the same data. You can also use the Conversation
DefinitionSessionEngagement junction object to link ConversationDefinitionSession records and
LiveChatTranscript or MessagingSession records.

Why the change was made

The AnalyticsBotSession object was deprecated in Winter 22. The Session Metrics object (Conversation
DefinitionSession) is a more modern and robust object that provides the same data as the AnalyticsBotSession
object, as well as additional data.

How to use the Session Metrics object

To use the Session Metrics object to retrieve the same data as the AnalyticsBotSession object, use the following
SOQL query:

SELECT Id, Name, ConversationDefinitionId, BotUserSessionKey, CreatedDate, LastModifiedDate

FROM ConversationDefinitionSession

To retrieve additional data from the Session Metrics object, use the following SOQL query:

SELECT Id, Name, ConversationDefinitionId, BotUserSessionKey, CreatedDate, LastModifiedDate,

TotalConversationTime, TotalTurns, AverageTurnTime, AverageWaitTime

FROM ConversationDefinitionSession

To link ConversationDefinitionSession records and LiveChatTranscript or MessagingSession records, use the

Conversation DefinitionSessionEngagement junction object. The following SOQL query will retrieve all
ConversationDefinitionSession records that are linked to a LiveChatTranscript record with the ID
'0061N000008qT7w':

SELECT Id, Name, ConversationDefinitionId, BotUserSessionKey, CreatedDate,

LastModifiedDate,ConversationDefinitionSessionEngagement.LiveChatTranscriptId
FROM ConversationDefinitionSession

WHERE ConversationDefinitionSessionEngagement.LiveChatTranscriptId='0061N000008qT7w'

Impact on existing data

If you have existing AnalyticsBotSession records in your production environment, you will no longer be able to
access them after Winter 23. However, you can still access the same data using the Session Metrics object.

To migrate your existing AnalyticsBotSession data to the Session Metrics object, you can use the following
steps:

 Create a new SOQL query to select all of your existing AnalyticsBotSession records.
 Use the data from the SOQL query to create new Session Metrics records.
 Update your code to use the Session Metrics object instead of the AnalyticsBotSession object.
 Once you have completed these steps, you can delete your existing AnalyticsBotSession records.

Close Cases Faster using Einstein Work Summaries with Generative AI(Generally Available)

Release Item : This uses generative AI to help agents save time by generating case summaries, issues, and
resolutions. This feature is now generally available.

How it works :

Einstein Work Summaries works by generating predictions based on the conversation between an agent and a
customer. These predictions are then filled into the summary, issue, and resolution fields of the case record.
Agents can then review, edit, and save these summaries.

To get started :

To get started with Einstein Work Summaries, you will need to enable it in the Einstein for Service: Work
Summaries Setup page. You will also need to map the Einstein outputs to the case fields where you want them
to be saved.

To show agents summaries, you will need to add the Wrap Up component to the chat transcript page. When
agents click Get Einstein Recommendations, Einstein will predict and fill values for the Summary, Issue, and
Resolution fields.

Latest updates and enhancements :

In the Winter '24 release, Einstein Work Summaries has been enhanced to generate predictions both during and
after the conversation. This means that agents can get insights into the customer's issue sooner, and they can
start working on a resolution more quickly.

Additionally, Einstein Work Summaries now generates predictions only with existing conversation context. This
means that the summaries are more detailed and accurate at the end of the chat session.
Navigation :

• To navigate to the Einstein Work Summaries Setup page, go to Setup > Einstein for Service > Work
Summaries.

• To add the Wrap Up component to the chat transcript page, go to Setup > Service Console > Customize > Chat
Transcripts. Drag and drop the Wrap Up component onto the chat transcript page layout.

Capture Feedback as Records with Survey Invitation Field Data

Before this update – DEV

After this update – DEV

Stay on Top of Survey Responses by Receiving Custom Notifications

Previously before this update – DEV

After the Update

Enhance Rating Surveys with New Icons

Previously before this update

After this update

Upgrade to Enhanced Omni-Channel

Previously

Currently
Speed Through Work with the Omni-Channel Enhanced Agent Experience

Previously
Example : Here is an example of how the Enhanced Agent Experience can be used to improve agent efficiency
and productivity:

An agent is using the Enhanced Agent Experience to work on a queue of customer support tickets. The agent
receives a new ticket that is high priority. The agent can simply click on the high priority ticket in the inbox to
start working on it. The new UI will automatically display the relevant information about the ticket, such as the
customer's contact information, the issue that the customer is having, and any relevant notes from previous
agents. The agent can then work on the ticket without having to switch between different screens or search for
the relevant information.

Follow Your Agents’ Work Easily with the Enhanced Omni Supervisor Experience (Generally Available)

Here are some examples of how the Enhanced Omni Supervisor Experience can be used:

A supervisor can use the summary graphical view to identify that there are a large number of customer support
tickets in the queue and that the average handle time is high. The supervisor can then take steps to address the
bottleneck, such as adding more agents to the queue or routing tickets to different agents based on their skills
and experience.

A supervisor can use the ability to filter by skills and queues to focus on the performance of their sales team.
The supervisor can then identify which sales agents are struggling and provide them with additional training or
support.

A supervisor can use the Raised Flags widget to identify a customer support agent who is struggling with a
particularly difficult ticket. The supervisor can then barge in on the conversation and provide the agent with
assistance.

A supervisor can use the time window to track trends in their team's performance. For example, a supervisor
might notice that the average handle time for customer support tickets increases significantly during the
afternoon. The supervisor can then investigate the reason for the increase and take steps to address it.

View Queue Members with Reports

Turn On Lightning Article Editor and Article Personalization for Knowledge

https://help.salesforce.com/s/articleView?id=sf.knowledge_lightning_article_editor.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.knowledge_lightning_article_editor_limitations.htm&type=5

https://advancedcommunities.com/blog/lightning-article-editor-article-personalization-biggest-salesforce-
knowledge-update/

Build Trust with Customers by Presenting Terms and Conditions in Pre-Chat

Before this Update

After this update