Salesforce’s Winter ’23 release notes offer high-level descriptions of new features and enhancements. We’ve combed through the hundreds of pages to share highlights that are especially relevant for insurance industry users so you can review and quickly start benefiting from the new functionality. You can watch a video demo below, or continue reading to see the top features for insurance companies.
Highlights for the insurance industry
The winter ’23 release highlights for Salesforce Industries that are particularly relevant for insurance include:
- Insurance Policy 360: New Flexcard-based component provides the ability to show only what that particular person should see at that particular moment, based on the context of where they are within a business process or within a page
- Claim Management: Workers’ compensation core data model and other enhancements
- Commercial Lines: OmniScript components and services for multi-level product structures
- Policy Admin: Cancellations, Reinstatements, Policy Transaction breakdowns, and more enhancements, plus the ability to do full end-to-end policy admin in Salesforce
- Group Services and Census LWC: Quote to Enroll enabled for the new data model and improved Census processing for LWC
Silverline is especially excited about the new Flexcard-based policy 360 component for its ability to help insurance organizations show contextualized information at a glance. Silverline’s insurance team recently had a scenario where there was more than one “primary” policyholder located on a policy, which was exposed to both policyholders when logged into the portal.
This type of complex sharing in a community is not a capability available out of the box with Salesforce. So Silverline configured custom Flexcards to be able to show the appropriate policies to each policyholder while logged in, ensuring that each individual could only see their appropriate information.
We also like the new role-based actions that help claims adjusters focus on what’s important for each party or parties involved with a particular claim. You can now customize actions that apply to each claim participant role. For example, show the Refresh Credit Score action for all claimants and the OFAC Search action only for first-party claimants.
Sales and productivity highlights
Dynamic forms on standard objects
A common challenge is having too many fields on a page. Agents or service reps can’t find the relevant information needed quickly. Dynamic forms are now available in the Lightning App Builder for the Account, Contact, and Opportunity objects, and this makes it easier to find the information that you need from a context perspective. You can now:
- Leverage granular customization: Drag and drop individual fields into field sections from directly within Lightning App Builder
- Create personalized experiences: Add visibility filter conditions to fields and field sections so that users see the right information at the right time
- Improve page performance: Dynamic Forms improve page load times due to progressive page rendering
Dynamic related lists
Previously, you could only filter by one picklist value when creating Lightning pages, but now you can select multiple values for your picklist fields. You can create more refined filter criteria for picklists so that your users can see the right information at the right time.
For example, if you open a related list and you only want to show open opportunities to set by the end of the year, you can have multiple values to drill down on the specific items you need to make your end users more productive.
Territory assignment to leads
In earlier versions, only Accounts and Opportunities could directly be assigned to territories. Now, you can assign Leads to one or multiple territories. This gives you a new way to measure the potential of territories based on lead volume, and increase collaboration between sales and marketing teams without the need for complicating lead-sharing rules.
Map territory planning enhancements
Now you can easily create territories based on criteria beyond geography. You can cut and carve territories by fields such as Industry or Number of Employees, defining the rules in-app to streamline the territory planning process. This feature allows you to rely on the visualization of your territories and accounts as opposed to having to read the information.
Use Screen Flows as sales cadence steps
Screen Flows are used to create a case, events, tasks, or other action that the user would need to initiate within their work queue. And with this release, there are Screen Flow templates that can be used to touch multiple people on a quick cadence basis. Cadence creators can add admin-enabled advanced flows to sales cadence steps.
New unified task management tool
The To Do List can now be added to the utility bar for any app. This allows reps to manage all tasks from a single pane of glass with improved usability, including custom labeling, drag and drop, and panel interactivity. An agent or a claims person can prioritize their day, view relevant tasks, and take action, leading to increased productivity.
Einstein Value Dashboards
Einstein Reply Recommendations and Einstein Article Recommendations have been around for a little bit. With the Winter ‘23 release, Salesforce launched Value Dashboards to help service center agents understand how to interact with the recommendations provided by Einstein and be able to resolve customer inquiries more efficiently. Einstein Value Dashboard features include the ability to:
- Measure and get insights on business value: Use these views to identify Einstein’s strengths, quantify your productivity gains, and spot areas for improvement
- Analyze article performance: Understand which articles are most often recommended and see which ones are most and least helpful to agents
- Optimize your replies: See how often each template is recommended, posted, edited, or marked not helpful, providing the data you need to ensure your content is optimized for Reply Recommendations
Previously, Omni-Channel flows didn’t support case routing unless you created a record-triggered flow. Now when Email-to-Case generates cases from incoming emails, your Omni-Channel flow can determine where to direct them and quickly route the cases to the right agents.
Custom address fields
This feature came about after receiving over 82,000 votes on the Idea Exchange.
You can now create custom address fields that mimic the behavior of standard address fields. On custom objects, you can add multiple address blocks to capture unique/distinctive address information to custom objects or even standard objects, or link multiple custom objects to one address as a custom field. In our experience when building custom objects for insurance solutions, a custom address field requirement surfaced frequently. This feature helps to improve address data accuracy and the end-user experience.
Flow Builder enhancements
For all you admins out there, one of the most relevant enhancements is the ability to generate Flow choices from external data. Whether you’re an insurance provider, carrier, or agency, you probably have multiple systems that are interacting with your external data sources, such as a legacy claims system. So this ability to better interact with external data and connect it with Flow will be very helpful. Some of the other enhancements made to Flow Builder include:
- Automated testing: You can now automatically test and debug your flows
- Cut/paste elements: Change the order of flow elements faster by using cut/paste. Previously, to move an element on the canvas, you had to copy and paste it, delete the original one, update the API names, and do many other steps.
- Update related records with record triggered flows: Now you can use record-triggered Flows to update any records related to the triggering record
- Search for Flow elements: Find Flow elements faster with search
- Multicolumn screens: Each section can have up to four columns
Financial Services Cloud highlights
Summary documents, which can also be referred to as tear sheets, can help you quickly and easily prepare for meetings, such as between a policyholder and an agency. Your users can generate documents that contain information from one or more objects. For easy access to the document, your users can attach the document to a record page where the component is added.
Actionable Relationship Center enhancements
The Actionable Relationship Center (ARC) provides a single actionable view of your client’s relationships, whether they are agents, agencies, captive, non-captive, policyholders, or any others you interact with.
The Winter ’23 release includes these ARC enhancements:
- Model sophisticated hierarchical relationships
- Use Einstein Relationship Insights with ARC
- New out-of-the-box graph templates for B2B and B2C
- Deploy enhanced relationship visualization even faster
Slack for Financial Services Cloud enhancement
With this release, Salesforce has expanded the capabilities of the Slack app for Financial Services Cloud to create dedicated channels for Household records and orchestrate workflows with Slack-enabled Action Plans. Previously, you could only do this within Slack.
How Silverline can help you leverage the new Salesforce features
The new features and enhancements of the Salesforce Winter release ’23 are just the tip of the iceberg for what Silverline can help you implement for your insurance organization. Our team of insurance experts tailor digital transformation solutions to meet your current and future needs. We’ll help you compete in the market by making better use of your technology and improving the customer journey from quote to policy administration to claims management. Learn more about our insurance offerings.