Salesforce Winter '27 (API 68.0) adds custom Sales Workspace signals, interaction evaluation, payment metadata, and configurable email and CMS controls.
What's new
1. Create custom Sales Workspace signals with Flow or Apex
Custom signals let you write recommendation records with Flow or Apex, associate an action, and activate a signal definition for the Sales Workspace suggestions feed. Recommendations can reflect business logic or AI reasoning.
Configure them under **Setup > Workspace Signals > Create Signal Types**.
The seller’s next action matters more than the choice between Flow and Apex. Define the recommendation criteria and action first.
2. Surface escalated cases alongside sales work
Escalated-case signals prioritize escalated open cases tied to important opportunities or bookmarked accounts. Sellers can review the case or post about it in Slack without leaving Sales Workspace.
Use this predefined signal as the starting point, rather than building a custom recommendation for the same cases.
3. Add conversation and engagement inputs to Opportunity Scoring
Enhanced Opportunity Scoring uses Data 360 AI models that consider actual conversation data and engagement signals alongside standard opportunity fields. Enable it through **Salesforce Go > Opportunity Score**.
More inputs do not establish better accuracy. The supplied release data gives no measured accuracy gains. Before enabling it, agree with the sales process owner on how reps should use the score in deal reviews and which follow-up they expect.
4. Configure Automated Quality Evaluation and form mapping
Automated Quality Evaluation lets AI evaluate voice calls, messaging conversations, and email-to-case exchanges automatically. Interaction attributes determine which evaluation form applies.
Define the attribute-to-form mapping before configuration. With the required permission sets assigned, enable Automated Quality Evaluation and configure form mapping on the **Quality Management** page in Setup. Review examples from each channel you include.
5. Use Worker Shift Agent for lookup and Scheduling Agent for reassignment
Scheduling agents handle different requests:
- **Worker Shift Agent** returns assigned shift details for a requested period.
- **Scheduling Agent** reassigns shifts from natural-language requests, with confirmation, clarification of ambiguous requests, and protection against scheduling conflicts.
Keep separate tests for lookup and reassignment. A successful lookup says nothing about how reassignment handles an ambiguous request or a scheduling conflict.
6. Export the Point of Sale product catalog on demand
Product catalog exports let Point of Sale CMS generate a complete catalog CSV on demand at run time. No support ticket is required.
To inspect production catalog data, create a **Product Catalog Export** job under **CMS > Feeds > Export Jobs**.
7. Pass payment identifiers through Generate Payment Link
Custom gateway metadata adds a **Custom Metadata** field to the **Payment Link** object. Merchants can send invoice IDs, order numbers, or internal IDs to the payment gateway for reconciliation.
Map the identifiers in **Generate Payment Link** using Flow Builder. Let accounting specify which values reconciliation needs; trace each value to its source before mapping it.
8. Inventory verification status on User Email Domains
User Email Domains is a new Setup page listing domains used in active users’ email and return addresses. It shows verified and unverified address counts per domain. Click **List Domains** to populate it.
Use the unverified counts to identify candidates for verification or address substitution. Get the email-policy owner’s approval before changing verification settings for authorized domains.
9. Set address-verification policy by authorized domain
Domain-level email verification settings move policy configuration into Setup without contacting Salesforce Support.
For each authorized domain, **Require Address Verification to Send Email** supports **Always**, **For Updated Addresses Only**, or **Never**.
**Never** also restricts who can update email addresses. That address-maintenance consequence needs a decision before you select it.
10. Configure Point of Sale CMS access expiry and support access
Point of Sale CMS access controls add **Login Access Expiry**, which automatically revokes a user’s CMS access after a set period, and a view-only CMS support role.
Both are configured under **CMS > Advanced > CMS User Management > Users**.
What to know: permissions and product dependencies
- **Automated Quality Evaluation:** requires **Quality Manager** or **Quality Analyst** permission sets.
- **Scheduling agents:** require the **Workforce Engagement Agent** permission set and **Workforce Management add-on**.
- **Custom gateway metadata:** requires **Salesforce Payments**.
What needs your attention before changing access policy
Assign address-maintenance responsibility before selecting Never
Under **Never**, users without **Manage Users** or **Modify All Data** cannot perform email address updates. The restriction guards against impersonation fraud.
Identify who handles those updates now. The user-administration owner should publish the address-change request route and name who will process requests before the setting changes. Broader permissions are not the default fix.
Approve CMS access durations and notify users
**Login Access Expiry** revokes access automatically. Treat the duration as an access-owner decision, not an admin default: get an approved period for each user who needs time-limited access.
For troubleshooting access, consider the view-only support role before granting more. Give affected users their expiry time in advance, and complete any handoff before access ends.