In 2022, Salesforce introduced several significant updates and new features across its various platforms, focusing on enhancing user experience and integrating advanced technologies like AI and AR.

One of the notable updates in the Spring ‘22 release was the integration of new innovations from Slack. This release aimed to improve user experiences with guided interactions across different devices and channels. It included tools for rapid deployment of business and industry-specific processes and simplified integrations using a drag-and-drop configuration approach​​.

For the Summer ‘22 release, Salesforce focused on enhancing its Sales Cloud automation processes, particularly around managing and monetizing recurring subscriptions. This release included features like Swarming, which allows Salesforce customers to resolve cases faster by getting real-time support from experts in relevant departments​​.

Additionally, Salesforce upgraded its marketing, field service, and sales tools with AI integration. This upgrade aimed to humanize engagement between companies and their customers, streamlining processes like customer conversations and marketing data reconciliation. New features included Service Cloud Voice connectors for integrating third-party customer data, enabling automated call notes and real-time agent suggestions. The Marketing Cloud saw enhancements with Streaming Insights and Data Actions for capturing near real-time data signals and Advanced Identity Resolution for improving customer data accuracy. Another significant addition was Anonymous Profiles in Marketing Cloud, which track anonymous users until they can be merged with known customer data. For field service, Salesforce introduced offline capabilities for the Field Service App and Visual Remote Assistant for augmented reality-based virtual support sessions​​.

These updates reflect Salesforce’s commitment to continuously evolving its platform to meet the changing needs of businesses and consumers in a digitally connected world.