Dreamforce 2024 is history, but the must-anticipated news of Agentforce and other transformative AI-backed innovations in Data Cloud, Customer 360, Tableau, and Slack have companies rethinking their revenue-growth initiatives, customer experiences, team alignment, automation, go-to-market strategies, and more.
Here are some of the highlights:
Agentforce
“Agentforce is the Third Wave of AI, advancing beyond copilots to a new era of intelligent, low-hallucination agents that set a new standard for accuracy and relevance, boosting productivity and customer satisfaction to unprecedented levels.” –Marc Benioff, Chair and CEO, Salesforce
The key behind Agentforce are the agents. By building and customizing Agents, organizations can use Agentforce to build, customize, and deploy agents for various tasks like customer service, sales, and marketing, all without coding. Its out-of-the-box agents can be set up in minutes with simple clicks.
These capabilities will transform revenue operations with:
- Automated tasks across sales, service, marketing, and commerce. This reduces the need for human interaction, which can be expensive and time-consuming.
- Seamless integration with apps means users can work across customer channels.
- Agentforce’s Partner Network allows customers to use pre-built agents from partners like Amazon Web Services, Google, IBM, and Workday.
- Agentforce SDR and Agentforce Sales Coach, Sales Cloud introduces AI-powered capabilities for account planning, prospecting, forecasting, and compensation management. These innovations unify Salesforce and external data in Data Cloud, providing sellers with a complete view of their customers and AI-powered insights in real-time.
New Data Cloud Innovations
Data Cloud innovations support Agentforce functionality with native audio and video processing for deeper insights, a standardized semantic data model for consistent data use, enhanced customer-context search capabilities, real-time data activations, and improved data security and governance features.
Customer 360 App Innovation
Salesforce Customer 360 apps provide AI-powered, personalized experiences across all touchpoints, seamlessly integrating sales, service, marketing, and commerce with analytics and collaboration through Tableau and Slack. Built on the Salesforce Platform, they leverage shared data and services for a cohesive customer experience.
New Customer 360 app innovations recently introduced include:
Tableau Einstein opens up business intelligence and analytics, embedding data insights across Customer 360 apps, Agentforce, Pulse, and Slack for scalable, efficient, data-driven work. Built on the Salesforce Platform, it enables teams to make strategic decisions quickly and effectively.
Slack’s new user interface allows agents to interact with data, surface insights, and get task assistance from Agentforce and third-party AI agents. The new Slack channels connect Salesforce CRM records to conversations, which provides a unified space for real-time customer collaboration.
Newly Innovated Service Cloud
Service Cloud innovations now offer step-by-step resolution plans, customer sentiment tracking, AI-based recommendations, and 24/7 case resolution with Agentforce Service Agent, which escalates to human reps as needed.
Marketing Cloud
New Marketing Cloud innovations unlock business data and use Agentforce Agents and automation to engage customers. Marketing Cloud Advanced connects marketing journeys with sales, service, and commerce workflows, while Einstein Marketing Intelligence provides a unified platform to optimize cross-channel campaigns and improve ROI.
Next Generation Commerce Cloud
The next generation of Commerce Cloud unifies B2C, DTC, and B2B commerce, order management, payments, and more on a single, integrated platform powered by enterprise data and AI. It also introduces three Agentforce Agents—Merchant, Buyer, and Personal Shopper—that autonomously manage tasks like product recommendations and order lookups.
Industries AI
Salesforce launched over 100 customizable, out-of-the-box industry-specific prompts, data models, and AI capabilities across 15 industry clouds, addressing tasks like inventory management in consumer goods and student recruitment in education. These capabilities will also serve as the foundation for creating industry-specific Agentforce agents, which will autonomously perform business tasks and actions, transforming workflows at scale.
MuleSoft Innovations
Mulesoft introduced integration solutions that ground AI agents in trusted data and allow developers and administrators to seamlessly integrate structured and unstructured data from CRM and external systems. These integrations enable companies to harness the power of Data Cloud and Agentforce, personalizing experiences and enhancing employee productivity to build deeper customer relationships and drive revenue.
News of Innovations is Worth Celebrating!
The news certainly had people talking at Fullcast’s Happy Hour at The Harlequin. Guests indulged in delicious food and drink while embracing their inner Elton John vibe before attending DreamFest where Pink sailed and Imagine Dragons rocked the stadium.
The news from Dreamforce 2024 is great for RevOps organizations. With advancements like customizable Agentforce agents, unified data across platforms, and AI-driven analytics, RevOps teams can streamline processes, improve decision-making, and foster collaboration across departments.
These enhancements empower teams to drive revenue more efficiently and deliver a deeper understanding of customer needs for personalized engagement, sustained growth and scalable strategies to stay ahead in the fast-paced go-to-market.
Have questions on ways Salesforce innovations can help drive revenue for your organization? We can help.
