Insights into the latest Salesforce Mobile CRM Experience

Salesforce rolled out its latest mobile experience back in February. In this article, we are discussing a few essential things the admins need to know about the Salesforce mobile experience. Most working professionals now use their smartphones as their personal computers. While at work, they are not always on their laptop, and you can imagine a future where they may only use mobile devices for work. In this era of the mobile revolution, Salesforce is the No.1 enterprise CRM and also continues improving its mobile user experience.

In the Winter ’20 release, Salesforce had rolled out their mobile experience, which the customers could opt-in for. Next, with the spring ’20 release, the same had been rolled out automatically to all the Salesforce users. The enchantments included in the mobile experience seem to be so exciting. Still, the admins need to know some essentials to get the maximum of it, especially if their enterprise users have already started using the mobile app.

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Mobile app navigation matches to that of desktop

Insights into the latest Salesforce Mobile CRM Experience
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With the latest mobile experience, you can now easily access App Launcher and the menu for All Items matches that of the desktop experience. It also allows users to toggle between various apps they work on and enjoy a seamless experience between mobile and laptop. On the record page, the specific actions related to records are visible on top of the screen, similar to how it is on the desktop version. At the bottom, you can navigate through different tabs. The users can also customize the tabs on the desktop.

A “Mobile Only” app also features the Mobile Navigation as you custom-defined it in the set-up area. Salesforce also recommends keeping this app the same way to enjoy a seamless user experience. However, it also makes sense to hide it out.

Lightning Record Pages

Another latest Salesforce mobile feature is the customizations you can add to Lightning Record Pages, available on your phone. The page layout does not just dictate this record page; there are many other add-ons to the overall experience. Salesforce Mobile Experience also shows the Lightning Record Pages activated for the Phone form factor. If you have not activated a page for the Phone, the users may only see the default page. You can also update all the desktops assigned for the mobile Mobile App QuickStart, available on the Setup. You can also browse through each object and change them individually to add to the Phone form factor. It will give you an entirely new Lightning Record Page for your mobile app compared to the desktop.

Mobile Tabs

Using Salesforce Mobile CRM
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Various tabs you have configured for your Lightning Record Pages may be displayed on the mobile screen, too, but maybe in a collapsed manner. If your users want to see the details on a mobile device’s expanded view, you may click on the “Details” tab to go to the details. There are also a few more options to explore below.

  • Salesforce recommends leveraging the Highlights component to display up to ten essential fields. 
  • If you want users only to view the required fields on mobile, you can leverage this model. This can also help improve the desktop user experience.
  • The key fields may show on top of the page, and the tabs view may be collapsed.
  • Remove the Record Detail component from the Tabs component at the Lightning Record Page in the App Builder to get the details expanded. Since you are reading about App Development Processes, you can also check, which is a no-code app builder.
  • Record Detail may just show in full if it is not embedded within the Tab component.
  • You may also see the component’s visibility to view certain parts only on a mobile.

As you can now have a standalone Lightning Record Page for the mobile phone rather than that of the default desktop, you can edit the Lightning Record Page for the phone to ensure that the Record Detail component is not embedded in the Tabs component.

Some limitations with the Related Record component

The related Record component will let you leverage the Quick Actions update for embedding various fields within many areas of the Lightning Record Page. You can break up the default layout of the Classic Page, which was not there in the old mobile experience. You can also make the full Lightning Record Page visible within the mobile experience, and your users can quickly review those fields on the mobile device now. However, editing has some limitations, as the mobile may not allow users to double-click on the fields to activate editing. It is also possible for you to add Quick Action buttons to the page layout, but they will also be shown on the desktop version.

If there are many Lightning Record Pages by the app or record types, the users may have to navigate the app through the App Launcher to get to the right page. The “Mobile Only” application will display only the Lightning Record org default Page, which is activated for the mobile user. If there is no such Lightning Record Pages for the phone that is activated, then Salesforce may build a generic page on its own. So, to avoid getting confused with this, the users may need a little training and orientation, but once they enter into the correct app and start to use it, the experience may work seamlessly for them.

Leveraging path components

With this new mobile experience, the users can effectively leverage the Path component on the custom objects. This feature was not available previously on the Lead objects and Opportunities. If the users prefer to use the Path for navigating to further stages on the custom object, they can do it easily from their mobile device. So, the users no longer need to know the next stage to update the picklists manually. In addition to that, the Key Fields and Path’s Guidance to Success are also made available on mobile experience across all the objects. Admins can edit key fields within each given section the same way you can on the desktop.

ListViews are available without accessing the desktop


This feature was included in the spring ’19 release, and Flosum had already reviewed it. With this feature, you can now check all List Views for each mobile object just as you do from the desktop. You can easily see the lists of all specific records you have accessed recently and can click and see different list views. This is a significant improvement over the previous approach, especially if many mobile-only Salesforce users are in the organization.

Further of Mobile Web Experience

Even though it is not there in the spring ’20 release, it is known that Salesforce had already started their plans to complete Salesforce Mobile Web Experience retirement by the summer ’20 release. This change may only be supporting the admins to prepare your org for the mobile experience and train the users to be prepared and quickly transition to the mobile app before the mobile web experience is terminated.

Next, let us briefly overview some of the unique advantages of Salesforce Mobile CRM.

Sales Pitch Personalisation

Mobile CRM will let the sales teams get access to the Salesforce database on the go quickly. With this, sales teams can now get all relevant live information at their fingertips and use the same to make their sales presentations more effective.

Easy access to information

Mobile web services
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Salesforce mobile CRM is meant to add more efficiency to sales. Rather than going to the office to gather the relevant customer data, the sales team can directly hit the customers and initiate an informed sales pitch. A lot of time and effort is saved with this approach, and the teams can also cut down a lot of redundant processes to make more time for exploring more opportunities.

Making more accurate information available

Salesforce Mobile CRM will let data be entered into CRM instantly as these are acquired. So, when the sales teams close a sale on the go, it can immediately be replicated in the CRM, and the same will always be kept up to date with real-time information.

Improved functionality

With third-party apps and integration capabilities, Mobile CRM can reap more results out of Salesforce. For example, the Salesforce mobile app can be integrated with document signing applications, which will let the sales team get the customer signatures on the spot for a new contract. Similarly, several processes can be instantly executed using the Mobile CRM, which could otherwise have taken a lot of time to execute.

Offline mobility

All these benefits of Mobile CRM are not just based on the internet’s availability, but you can enjoy the same when there is no connectivity with Salesforce offline features for mobile CRM. So, any data you enter can be locally stored on the mobile app’s internal storage. Once the connection is established, it can be instantly integrated with the Salesforce parent platform.

As we know, Salesforce has helped many enterprises achieve higher levels of efficiency and ROI. Even though the need for remote access still exists, Salesforce mobility features now enable the sales and service representatives who are always on the go to leverage the Salesforce platform’s advantages from wherever they are through the Mobile CRM.

Insights into the latest Salesforce Mobile CRM Experience 1

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