The Salesforce Winter 25 Release introduces significant advancements across its core clouds, from AI-driven personalisation and lead engagement to centralised field service operations and enhanced e-commerce experiences. The release is packed with numerous enhancements and features designed to improve productivity across various roles, including administrators, marketers, sales professionals, and decision-makers. Read on for more insights into how these updates improve user experience and efficiency across marketing, sales, service, field service, commerce, and analytics.
Salesforce Marketing Cloud
1. Personalised Customer Experiences with Einstein Personalisation
With Einstein Personalisation, your marketing teams can now deliver AI-driven, highly personalised content in real-time, built on the Data Cloud foundation. This feature uses live data ingestion, calculated insights, and advanced data graphs to create individualised experiences. By integrating this feature with Marketing Cloud, campaign managers can tailor interactions with each customer, ensuring they receive the most relevant recommendations and content at the right time. This is an ideal upgrade for departments needing to prevent customer fatigue, as it includes a “configurable cockpit” that helps manage communication frequency by channel (e.g., email, SMS) and by audience segment.
2. Enhanced Campaign Management with Account Engagement
Marketing Cloud Account Engagement users now have access to a more comprehensive campaign experience. With the new integration, teams can use historical engagement data, consent preferences, and existing assets to improve campaign planning and execution. Additionally, the Journey Audit Log offers marketers complete visibility into changes made throughout customer journeys. This level of accountability is crucial for teams managing complex campaigns, enabling them to trace adjustments and ensure optimal alignment across different business units.
3. Language Localisation for Global Campaigns
For organisations with a global reach, Einstein generative AI can now produce marketing content in six languages—French, German, Italian, Japanese, Portuguese, and Spanish. This feature supports subject lines and body text generation, helping teams localise content quickly to resonate better with regional audiences. With automated language configurations based on user preferences, you can now scale international campaigns while maintaining brand consistency.
Salesforce Sales Cloud
1. Amplify Lead Outreach with Agentforce SDR
Agentforce Sales Development Representative (SDR) agents are a powerful addition to the sales toolkit, allowing sales teams to automate early lead engagement. This AI-powered SDR initiates contact with leads by sending personalised outreach emails based on lead data, and it can follow up as needed. The SDR not only saves sales reps time by pre-qualifying leads but also manages scheduling links, making the transition to a live sales rep seamless once a lead expresses interest. This feature is particularly valuable for sales leaders aiming to expand their funnel without requiring more resources, as the SDR can operate 24/7.
2. Prioritise High-Value Deals with Einstein Copilot
Einstein Copilot has been expanded with six new sales-focused topics—Close Deals, Manage Deals, Communicate with Customers, Conversation Explorer, Forecast Sales Revenue, and Prospect. These topics help sellers streamline conversations, prioritise high-potential opportunities, and forecast outcomes more accurately.
The “Prioritise Opportunities” feature, for example, uses AI to rank opportunities by potential impact, saving reps time and helping them focus on deals most likely to close. This AI-driven guidance empowers sales teams to make data-backed decisions and stay organised, even in high-volume sales environments.
3. Account Plans for Strategic Relationship Management
Salesforce’s new Account Plans feature provides a centralised hub for sales teams to set strategic objectives, monitor progress, and nurture key accounts over the long term. This tool is especially useful for organisations focusing on relationship-building with top clients, as it allows reps to access insights about growth potential, past engagements, and actionable metrics within the same interface. By simplifying account management, Salesforce enables sales leaders to drive consistent growth within high-value accounts.
4. Enhanced Forecasting with Collaborative Forecasts
The Collaborative Forecasts feature now includes “Manager Judgment” roll-ups, where judgment values from multiple layers of management are aggregated, allowing sales leaders to assess forecasts more accurately. Additionally, forecasts now feature opportunity splits by territory, which enables managers to break down expected revenue by regional performance. This enhanced forecasting structure empowers sales leaders to make better-informed projections and recognise trends across territories.
Salesforce Service Cloud
1. Streamline Support with Agentforce Service Agent
Agentforce Service Agent is Salesforce’s latest AI-powered agent designed to support service teams by automating common inquiries and tasks in the contact centre. This agent can autonomously handle routine customer requests, reducing the load on service agents and allowing them to focus on more complex issues. For inquiries that require human intervention, the Service Agent ensures seamless escalations to live agents, maintaining continuity and ensuring a smooth customer experience. You benefit from this tool by improving efficiency and maintaining customer satisfaction with faster response times.
2. Monitor Feature Usage with Digital Wallet
Digital Wallet provides near real-time visibility into Agentforce Service Agent’s activity, showing how many interactions are processed and how feature entitlements are being consumed. This monitoring capability is especially useful for service managers seeking to manage resource allocation and maximise the value from service tools. The Digital Wallet enables informed decision-making by showing a comprehensive breakdown of service usage.
Salesforce Field Service
1. Centralised Operations with Field Service Home
The new Field Service Home offers a centralised dashboard for field operations, presenting managers with essential data, from service metrics to operational trends. Field managers can access relevant apps and insights in a single location, minimising time spent searching for resources. This consolidated view supports field service leaders in making informed decisions, optimising operations, and responding quickly to service demands.
2. Enhanced Mobile Data Capture Forms (Beta)
Field technicians now have access to dynamic Data Capture forms via the Field Service mobile app, with the flexibility to operate online or offline. The forms feature conditional logic, so field agents see only the questions relevant to their specific task, such as maintenance assessments or inspections. This tool improves accuracy in data collection and streamlines workflows, allowing field workers to complete tasks faster and with greater precision. Field service managers benefit from having standardised, easily accessible data to drive decision-making and track task completion.
Salesforce Commerce Cloud
1. Accelerate Merchant Tasks with Agentforce Merchant Agent
Agentforce Merchant Agent empowers commerce teams by automating repetitive tasks and providing real-time insights. This AI agent supports merchandisers and admins by handling queries like “What’s my store’s site conversion?” or suggesting promotions tailored to specific business goals. By streamlining daily operations and gathering performance metrics, Agentforce Merchant Agent helps merchants make informed decisions quickly, driving efficiency and improving productivity across the e-commerce team.
2. Simplified Intelligence Analytics Setup
The new Commerce Intelligence Analytics feature can now be set up through the Insights Workspace in just a few clicks. This dashboard centralises data insights, analytics, and goal-setting capabilities, helping teams track important KPIs, set revenue goals, and derive recommendations. By enabling data-driven decision-making, this workspace is invaluable for commerce leaders looking to make strategic moves based on comprehensive, up-to-date insights.
3. Improved Shopper Experience with Faster Image Loading
With the enhanced Product Image Gallery, customers enjoy faster load times and clearer product views. This gallery supports high-resolution zoom, allowing shoppers to inspect details on products in both desktop and mobile views. For online retailers, this feature enhances the shopping experience, potentially boosting engagement and conversion rates by providing a smoother, more visually appealing browsing experience.
Analytics
1. Formula Generation with Einstein Generative AI
In Lightning Reports, users can now create report formulas with the help of Einstein generative AI. By describing calculations in simple terms, Einstein generates the necessary formulas, removing the need for technical knowledge. This feature democratises data analysis, enabling teams without a strong technical background to build customised reports that meet their specific needs. The redesigned report layout editor offers greater flexibility for managing custom fields and sections, allowing you to add up to 1,000 fields using lookup options.
2. Improved Accessibility in CRM Analytics
Salesforce has introduced accessibility improvements, making CRM Analytics more navigable for users relying on assistive technologies. These enhancements include better keyboard navigation, enhanced contrast, and screen reader support, ensuring all users can access analytics tools. This focus on accessibility allows organisations to foster inclusivity within their analytics platforms, supporting broader use across teams.
Conclusion
The Salesforce Winter 25 Release falls no short in introducing significant advancements across features that collectively streamline processes, enhance AI-driven insights, and improve user accessibility across Salesforce’s ecosystem. With these updates, Salesforce continues to empower teams to work smarter, deliver personalised interactions, and make data-backed decisions. Each cloud’s improvements target specific needs within their respective fields, making Salesforce Winter 25 a valuable update for organisations looking to optimise their operations and drive impactful customer engagements.
