Top New Features in Summer ’25 Release: [Service Cloud in Lightning]

1. Enable Business Hours Age to Track Accurate Case Age Without Raising a Support Case

Include the Business Hours Age field on case reports without raising a support case. Business Hours Age helps you track accurate case age. This helps your support teams work within realistic timelines and provide timely customer service. 

Where: This change applies to Lighting Experience and Salesforce Classic in Developer, Enterprise, Unlimited, Performance, Professional, Shell, and Spark editions. 

How: In Setup, search for Reports and select it. ‌Select a report and select Edit. Search for Business Hours Age in Columns, and select it. Select Save, the Business Hours Age field will be visible on the case report. 

2. Enhance Your Survey Design with Dynamic Emoji

Create a more visually engaging survey experience by using dynamic emojis for rating questions. Dynamic emojis offer a variety of expressions to make the experience more engaging for your participants. 

Where: This change applies to Lightning Experience and Salesforce Classic in Enterprise, Unlimited, and Developer editions. 

3. Get a Visual Representation of Participants’ Survey Progress

Participants can see how much they have progressed in the survey with a visual progress bar indicator that shows the percentage of progress. This update makes it easier for participants to stay on track and to see how much they have left to go. 

Where: This change applies to Lightning Experience and Salesforce Classic in Enterprise, Unlimited, and Developer editions. 

4. Gather More Data with Users Uploading More Attachments 

Gather more comprehensive and accurate survey data by allowing users to upload up to 20 attachments per survey. Distribute these attachments across multiple attachment questions in the survey or allocate them all to a single attachment question. Using this option, respondents can add context and detail to their responses, with which you can make better decisions. 

Where: This change applies to Lightning Experience and Salesforce Classic in Enterprise, Unlimited, and Developer editions. 

5. Improve Response Rates by Creating Surveys with Compatible URLs 

Make sure your survey invitations reach their intended recipients by turning on compatible survey URLs. These URls prevent security apps from blocking the invitations and increase the likelihood of respondents completing your survey. 

Where: This change applies to Lightning Experience and Salesforce Classic in Enterprise, Unlimited, and Developer editions. 

Who: To create surveys with compatible URLs, users need the System Administrator profile. 

How: From Survey Settings, turn on Compatible Survey URLs. 

6. Resolve User Search Queries Faster by Sharing Data Category Selection with Agentforce Service Agent 

Empower your users who are in mission-critical situations with faster resolution to their search queries by passing information about the data categories selected to the Agentforce Service Agent in real time. Agentforce Service Agent automatically suggests answers to users’ search queries by searching the knowledge base. 

Where: This change applies to Messaging for In-App and Web and all the sites accessed through Lightning Experience and Salesforce Classic in Performance, Unlimited, and Developer Editions with the Einstein for Service, Einstein Platform, or Agentforce Service Agent add-on. 

How: In Experience Workspaces, go to the AI Experiences tile and turn on the Share Data Category Selection with Agentforce Service Agent (Beta) option. When this is enabled, information about data categories selected by users is passed to Agentforce Service Agent in real time. It then starts suggesting answers to search queries.

7. Delivered Idea: Close Cases Faster by Adding the Close Case Button to the Case Details Page in Lightning Experience 

After resolving a customer’s case, service reps can close the case directly from the case details page by clicking the Close Case button. This saves time that would be wasted navigating elsewhere to close the case. 

Where: This change applies to Lightning Experience in Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions. 

Why: Before this change, you had to create a custom button to close cases. You had to navigate to the custom button to close a case. 

With this change, the Close Case button is available in page layouts, and you can add it to the case details page. By using the Close Case button, service reps can directly close a case from the case details page. This makes the process easier for service reps, who close cases on a regular basis and increase their efficiency. 

How:

For new customers: The Close Case button is enabled by default and will be visible on the case details page. 

For existing customers: Navigate to Setup and click Object Manager. In Object Manager, search for Case Page Layouts and select it. From Mobile and Lightning Actions, drag the Close Case button into the Salesforce Mobile and Lightning Experience Actions section. Click Save. 

You can configure whether the Close Case button appears on the case details page directly or in the dropdown menu on the page. You can also configure what fields are displayed on the Close Case page. 

8. Enhance Agent Action UI with Custom Lightning Types 

Improve the Agentforce (Default) agent UI in Lightning Experience with custom Lightning types and LWCs to create a more intuitive and user-friendly agent action input and output. This feature enhances the user interface by making sure that chat responses look exactly as needed. As a result, the interface becomes more intuitive and user-friendly. 

Where: This change applies to Lightning Experience in all editions. 

Why: Here is the default UI for output in an agent action (1) and the customized UI for output after you’ve applied custom Lightning types (2).  

How:  To set up this feature, developers and Salesforce admins create Lightning Web Components (LWCs) for custom agent action input or output, reference the Apex class in the schema.json file, and define the LWC components in the editor.json or renderer.json files. After deploying the custom Lightning type and LWCs via the Metadata API, select the custom Lightning types in the Input Rendering or Output Rendering fields in the Agent Action configuration. Then, test the custom Agent action in the Agentforce Builder to ensure proper functionality. 

9. Gather Feedback to Improve Your Knowledge Base 

Use Knowledge Feedback to capture feedback on your Knowledge articles and assign feedback responses to the appropriate people or teams for action. It’s a great way to see how useful your articles are and to identify areas for improvement. This feature helps keep your articles relevant and up to date, making sure that Agentforce responses are accurate and helpful. 

Where: This change applies to Lightning Experience in Unlimited Edition and all other editions with the Knowledge add-on license. This change also applies to Experience Cloud sites built on Aura sites accessed through Lightning Experience in Enterprise, Performance, Unlimited, and Developer editions. You must have at least 1 active community license in your org to use this feature. 

How: Before you turn on Knowledge Feedback, make sure that you turn on Lightning Knowledge and Salesforce Surveys. In Setup, go to the Enhanced Knowledge Settings page. In the Article Feedback Settings section, turn on Feedback for Knowledge Articles. 

10. Get More Done in the Lightning Article Editor 

The improved Lightning Article Editor helps you write Knowledge articles more efficiently and take advantage of streamlined features to create great content. The source code editor in full-screen mode is restored to its original size, ensuring a more comfortable and familiar interface. You can easily paste images into the rich text editor, and the rich text field ensures consistent spacing between paragraphs and unordered lists in edit and view modes. We’ve also improved translations for a seamless multilingual experience. 

Where: This change applies to Lightning Experience in Essentials, Professional, Enterprise, Unlimited, and Developer editions.

11. Enhance Data-Driven Insights with Rich Text Enabled Case Comments

Use rich text elements, such as bold, italic, underline, bulleted list, and numbered list, in case comments to gain richer, data-driven insights. Although images and videos aren’t processed by the Large Language Model (LLM), you can use the text improvements to understand and respond to customer feedback better. 

Where: This change applies to Lightning Experience in Enterprise and Unlimited editions with Data Cloud enabled and the Customer Exprc Intel add-on. 

Who: To enable rich text formatting, users need ​the Customize Application permission set. 

How: In Support Settings, select Enable Rich Text for Case Comments.

12. Transition to the Lightning Editor for Email Composers in Email-to-Case 

When enabled, this release update replaces the email editor in the docked and case feed email composers. This update was generally available in Lightning Experience in Spring ‘24 and has no scheduled enforcement date. 

Where: This change applies to Lightning Experience in Essentials, Professional, Enterprise, Unlimited, and Developer editions. 

Why: Salesforce is replacing the email editor in the docked and case feed email composers and switching to a modern editor based in HTML 5. The new editor provides similar functionality in Lightning Experience. New features include: 

• Full-screen mode 
• Printing 
• Undo and Redo buttons 
• Format painting 
• Emoji picker 
• Resizability 
• A more responsive toolbar 

You asked for a cleaner visual experience, and we listened. We also removed the automatically displayed table controls, word and character counts, and the window about formatting pasted text. 

How: This update is available to Salesforce orgs with Email-to-Case enabled. If your org was created in Winter ‘24 or later, you see the new editor by default. If your org was created before Winter ‘24, you can enable it on the Release Updates page in Setup. After the release update is enabled, users see similar functionality when they compose and edit emails. To revert to the previous editor, disable the release update. 

13. Notify Senders About Email-to-Case Processing Errors 

You asked, we listened. With this new organization preference, end users are notified when Email-to-Case can’t process the email they sent to your organization. 

Where: This change applies to Lightning Experience in Essentials, Professional, Enterprise, Unlimited, and Developer editions. 

How: This preference is off by default. Enable it on the Email-to-Case page in Setup. As an organization administrator, you are already notified in the event of an Email-to-Case processing issue. If you allow end users to get this notification as well, they might try to re-send the email. This can cause duplication if you do the same. 

14. Hourly Single Email Send Limit Updated for Case Lightning Email Composer 

The hourly single email send limit now includes emails sent using the Case Lightning Email Composer. This change ensures that each user can send emails to a maximum of 250 external recipients per hour. 

Where: This change applies to Lightning Experience. 

Why: This update ensures consistency in email sending limits across different use cases. It replaces the previous limitation that applied to emails sent from the Email Composer in Lightning Experience. 

How: To send automated case emails, use QuickActionRequest. 

15. Accelerate Case Resolution and Boost Service Efficiency with Einstein Follow-Up Emails 

Create friendly follow-up emails with the Follow-Up Service Email prompt template in Prompt Builder. Service reps can use this template to quickly generate and send follow-up emails to customers who haven’t responded. 

Where: This change applies to Lightning Experience in Unlimited and Enterprise editions with the Einstein for Service add-on. To purchase the Einstein for Service add-on, contact your Salesforce account executive. 

How: In Lightning Experience, the Einstein for Service Follow-Up Email prompt template is built directly into the email composer on the case details page. To draft a follow-up customer service email, open a case record and go to the Email tab in the case feed. In the email composer, click Draft with Einstein. Next, click Use pre-made instructions… and select the Draft Follow-Up Service Email prompt template. Review and edit the email message, if needed. Then, send the email directly from the Lightning email composer, or copy and paste it into an outside email composer. 

16. Unify Knowledge with the Box Connector 

Enhance your Unified Knowledge integration with the Box connector. This integration unifies your company’s knowledge across all service rep and customer search experiences and improves generative AI features for Einstein for Service. 

Where: This change applies to Lightning Experience in Unlimited Edition and all other editions with the Knowledge add-on license. Zoomin from Salesforce offers you Unified Knowledge, which ‌is available for trial for 90 days at no additional cost, including three connector instances to third-party knowledge sources. After the trial, you can extend it at no additional cost by contacting your Salesforce account executive. 

How: Before adding a connector, review the connector requirements in the Zoomin documentation. Then in Setup, go to the Unified Knowledge page, click Add a Source, and then select Box in the Zoomin tab.