Agents that act on their own, with you still in control: what the new MuleSoft release delivers
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Salesforce Summer ’26 highlights: Sanne’s picks
Summer ’26 is a smaller release than we’re used to. I said as much during the webinar. But smaller doesn’t mean less worthwhile. What’s in it touches everyday practice directly: how you track deals as a manager, how cases reach your service team, and a queue that finally works a little more fairly.
These are the features I picked for our June 4 webinar. The things worth knowing about.
Prefer watching over reading?
In the June 4 webinar, I covered all these features live — including a demo built around a fictional e-mobility company, from case creation to recall handling. All in a real Salesforce environment.
→ Watch the webinar: Salesforce Update Summer ’26 (in Dutch)
Worth calling out separately: Headless 360
There’s one development I want to mention before anything else. Not because it’s a classic release update, but because it signals where Salesforce is heading — and I think it’s significant enough to deserve its own moment.
Headless 360 makes it possible to use Salesforce without anyone logging in and clicking through screens. I like to describe it as electricity from a socket: you don’t see it, but it’s running behind everything. Salesforce becomes the invisible grid powering your organization.
Imagine: a sales manager asks an AI tool about his pipeline and gets a personalized overview straight away. The data comes from Salesforce, via MCP, without him having to configure a single report. Or you ask from Slack which cases are open for a customer. Instant answer, immediately shareable.
This is big enough to deserve its own article. Read everything about it here: what it takes, what it delivers, and how to get started.
→ Read our article on Headless 360 and Salesforce MCP (coming soon)
1. For sales: your deals in colour
Related to: Sales Cloud – Pipeline Inspection
Pipeline Inspection has been in Salesforce for a while, but it tends to go underused. That’s a missed opportunity, because Summer ’26 adds a layer that makes it genuinely worth your attention: the Activity Heatmap.
Every deal in your pipeline now gets a visual activity bar. The more recent and active the engagement, the fuller and more colourful the bar. A deal that’s gone quiet for weeks? It stands out immediately. Hover over it and you see all the details on the right: timeline, activities, status.
Our take: As a manager, you no longer need to click through every deal to spot what’s active and what’s been stalled for weeks. You see it in one glance. It also pairs well with forecasting — your pipeline actually becomes a management tool rather than just a list. That’s what makes this one stand out for me.
The new Activity Heatmap in Pipeline Inspection
2. For service: the clear winner of Summer '26
Related to: Service Cloud
“Service Cloud is the clear winner of this release.” I said it at the end of the webinar, and once you see the updates, you’ll understand why. Six concrete improvements that touch how your team works day to day.
1. Buttons instead of dropdowns
When creating a case, you could already choose from categories — but the UI was never great: endless dropdowns or small radio button selectors. Summer ’26 replaces those with button-style pickers. An agent can immediately see the available options and what’s been selected.
Our take: A small UX improvement with a real impact on the floor. Fewer mistakes, fewer clicks — all while you’re on the phone with a customer. I think this is a genuinely welcome addition.
2. Custom toast messages and automatic navigation
Two flow updates your end users will notice straight away.
The custom toast message — the confirmation bar that appears after an action — was already there for standard buttons. Now you can configure it in your own flows: text, colour (green, grey, orange, red), and whether it auto-dismisses.
Automatic navigation to a new record: after creating a case, the flow takes the agent directly to that record — in edit mode if you want. No extra click needed.
Our take: This genuinely makes me happy. Your processes will feel much tighter and better aligned with the way your team actually works. End users will notice the difference.
A toast message in the colour and text you choose
3. Omnichannel: fairer prioritization
For anyone working with Omnichannel: this one has been a long time coming.
Until now, a case would reset its clock the moment it was routed to another department. The original creation date? Gone. That meant an urgent case could end up at the bottom of the queue after a transfer.
With the new date-based prioritization on routing, you can configure Omnichannel to keep the original creation date in play — even after a transfer. The customer who’s been waiting longest stays at the top.
Our take: Fairer for the customer, fairer for your SLAs, fairer for your numbers. This is one I’m genuinely excited about — one of the most direct improvements in this release.
4. Planned routing: schedule cases for later
Not everything needs to be picked up right now. With planned routing, you schedule cases for a specific time. They only re-enter the queue when that moment arrives.
Think of a scheduled callback two days from now, cases you want to handle outside peak hours, or SLA-driven prioritization. The queue stays clean, and your team works with less pressure.
Our take: Less noise in Omnichannel translates directly to less stress for your team. Highly relevant, even if it sounds simple. The case reaches the right person at the right time.
5. Service messaging: finally measuring what matters
Three updates for anyone using chat, WhatsApp, or social channels for service:
- Reporting on messaging is now available out of the box via Custom Report Types. No custom development needed to access your data.
- First response time is now tracked automatically and can be included in reports and dashboards. You can start coaching your team on it straight away.
- Auto-close of inactive sessions: configure a chat to close automatically after five to thirty minutes of inactivity. Fewer zombie sessions left open, more capacity for real conversations.
Our take: Getting data out of your messaging channels was always a challenge. That changes now. If you’re serious about managing service quality, these are the numbers you need.
6. Merge Case in Queue (beta)
Finally: still in beta, but promising — and I can’t wait to start putting this to work with customers.
Merging duplicate cases used to be a chore: pull them out of the queue, merge them, put them back. Now you can do it straight from the queue. Less double handling, better data quality.
What's coming: Headless 360 & Salesforce MCP
Want to know what Headless 360 and MCP can mean for your organization? We go deep on that in our next article.
→ Read: Headless 360 – what it is, what it takes, and why it matters now (coming soon)
