Salesforce Intelligence View: A Comprehensive Guide

Salesforce Intelligence View is a specialized feature introduced in Winter ‘24 to enhance the way users manage Leads and Contacts within Salesforce. Designed as an improvement to the traditional List View, it provides actionable insights, engagement metrics, and simplified workflows directly from the Leads or Contacts tab.

What is Salesforce Intelligence View?

With Intelligence View, users can quickly identify prospects or customers requiring attention through key metrics such as “No Activity”, “Overdue”, or “Idle”. It enables sales teams to take immediate actions—like sending emails, logging calls, or scheduling follow-ups—without navigating away from the interface. While not a data visualization or AI-powered analytics tool, it streamlines engagement tracking and decision-making, helping businesses improve productivity and focus on high-priority tasks. Intelligence View is ideal for sales teams looking to save time, reduce clicks, and act on real-time insights efficiently, making it a valuable addition to Salesforce’s CRM capabilities.

This article explores the key features of Intelligence View, how businesses can utilize it for maximum efficiency, the benefits it offers, and the challenges users encounter while using it.

How to Use Salesforce Intelligence View?

Step 1: Enable Intelligence View in Salesforce

Administrators need to enable the Intelligence View feature and add the button to the button layout within Salesforce settings.

Step 2: Toggling to Intelligence View

Navigate to the Contacts/Leads page and click on the “Intelligence View” button to access an enhanced, feature-rich interface. This upgraded view provides advanced insights, including the total number of Contacts/Leads, engagement status indicators such as Idle, Upcoming, and Inactive, advanced filtering options, and streamlined actions for more efficient data management and interaction tracking.

List View:

Intelligence View:

To return to the list view, click on the “List View” button on the top.

Leveraging the Intelligence View features

Panel for Details of Activities:

A side panel adjacent to each record provides a comprehensive view of related activities, opportunities, and cases.​

To view detailed activity for specific records, hover over a record to reveal an icon to expand this panel. Select the side panel icon located right next to the record name.

This feature offers insights without leaving the current page.

Contact/Lead Activity Metrics:

Contact/Lead Activity Metrics in Intelligence View offer straightforward insights into activity status for contacts/leads, highlighting metrics such as “No Activity”, “Idle”, “Overdue”, and “Upcoming” activities. These metrics help sales and service teams prioritize follow-ups and identify inactive contacts by focusing on completed and upcoming interactions.

Total Contacts/Lead	The total number of contacts/leads that match the applied filter criteria.
No Activity	Contacts/leads with no completed activities.
Idle	Contacts/leads with past activities but no completed activities in the last 30 days.
No Upcoming	Contacts/leads with recently completed activities but no future activities scheduled.
Overdue	Contacts/leads with activities that were scheduled but have not been completed on time.
Due Today	Contacts/leads with activities that are scheduled to be completed today.
Upcoming	Contacts/leads with activities planned for completion within the next 30 days.

Inline Actions:

In contrast to the List View, where users must open each Contact/Lead individually to take actions such as sending emails or logging calls, the Intelligence View offers a dedicated action column. This allows users to seamlessly perform these tasks directly from the interface by simply clicking on the respective icons next to each record.

Advanced Filters:

Users can apply filters based on criteria such as creation date and record ownership to refine the displayed list.

Bookmarks:

Important records can be bookmarked for easy access, with a dedicated view to display these marked items.

Send List Email:

​The Send List Email feature in Salesforce’s Contact and Lead Intelligence Views enables users to efficiently send emails to multiple recipients at once. With just a few clicks, users can select the desired Contacts or Leads and initiate bulk email communication by clicking the “Send List Email” button.

Once the recipients are selected, users can compose their email by providing the necessary details, incorporating merge fields for personalization, and formatting the content as needed. After finalizing the message, they can choose to send it immediately, save it as a draft, or discard it if necessary.

For enhanced flexibility, Salesforce allows users to schedule emails for a later time. By clicking the drop-down arrow next to the Send button and selecting “Send Later”, users can specify a preferred date and time. The system will then automatically deliver the drafted email to the selected recipients at the scheduled time, ensuring timely and efficient communication.

Benefits of Using Intelligence View

1. Enhanced Productivity
   • Actionable Insights in One Place: Users can view essential metrics (e.g., Total Leads/Contacts, No Activity, Overdue) and take immediate actions like sending emails or making calls directly from the Intelligence View without switching tabs or pages.
   • Reduced Clicks: By consolidating metrics, actions, and updates in one interface, users save time navigating between different views or tools.
2. Improved Engagement
   • Prioritization of Leads and Contacts: Metrics like “Idle”, “No Upcoming”, and “Overdue” help sales teams identify which leads or contacts need attention, ensuring timely follow-ups.
   • Real-Time Updates: Inline editing and activity tracking allow users to update records on the fly, keeping information current.
3. Streamlined Workflow
   • Seamless Switching Between Views: Users can easily toggle between the Intelligence View and traditional List View based on their preference or task requirements.
   • Custom Filters: Advanced filtering options enable users to refine their view based on specific criteria like engagement status or activity timelines.
4. Better Decision-Making
   • Comprehensive Metrics Overview: Detailed metrics provide a clear picture of engagement levels, helping teams to make informed decisions about where to focus their efforts.
   • Side Panel for Record Details: A side panel displays detailed information about individual records without leaving the main view, offering deeper insights at a glance.
5. Increased User Satisfaction
   • Simplified Interface: The user-friendly design reduces complexity, making it easier for sales reps to manage their tasks efficiently.
   • Fewer Manual Processes: Automating insights and actions minimizes manual effort, leading to happier and more productive users.
6. Scalability Across Teams
   • The Intelligence View is valuable for both small teams looking to streamline processes and larger organizations aiming to scale their engagement strategies effectively.

Challenges & Considerations

• Data Quality & Integrity: While Intelligence View relies on Salesforce-native data, businesses should ensure their Lead and Contact records are clean, updated, and structured to maximize the usefulness of engagement metrics like “No Activity” or “Overdue”.
• Limited Availability in Certain Editions: Salesforce Intelligence View for Leads and Contacts is available in Professional, Enterprise, and Unlimited editions of Salesforce. However, it is not available in the Salesforce Essentials edition. Also, it is not currently available in Salesforce Mobile Apps. 
• Integration with External Data Sources: Intelligence View operates exclusively within Salesforce using native data for Leads and Contacts. It does not support external data integrations or API configurations.
• Learning Curve for New Users: Intelligence View is designed to be user-friendly, but new users may need time to adapt to its interface and workflow enhancements.

Conclusion

Salesforce Intelligence View is a valuable enhancement for businesses aiming to streamline their engagement with Leads and Contacts. By providing key activity metrics such as “No Activity”, “Overdue”, and “Upcoming”, this feature allows sales teams to prioritize follow-ups and take immediate actions directly from the Leads or Contacts tab. Its user-friendly interface reduces clicks, improves productivity, and ensures that users can focus on high-priority tasks without navigating through multiple screens.

Intelligence View offers actionable insights and simplified workflows, making it an essential addition for organizations seeking to optimize their sales processes. As businesses continue to embrace digital transformation, Intelligence View helps teams stay efficient, organized, and proactive in managing customer relationships.