Service at Dreamforce: Your 5-Minute Guide to Making the Most of Your Experience

Get ready to see the future of customer service, field service, and IT & HR service at Dreamforce 2026. This year, Salesforce shows how organizations can transform their service with AI agents that work alongside people, connected experiences across channels, and a platform that’s easier to set up, manage, and govern. Discover new ways to resolve customer needs faster, empower your service teams, and drive greater efficiency and business impact.

This is the biggest year yet for Service at Dreamforce. Join fellow Serviceblazers in San Francisco or virtually on Salesforce+ for the latest Service Cloud innovations, real-world customer stories, and best practices for delivering agentic service that transforms your business. Get inspired, see what’s new, and discover what’s next.

Be sure to add these activities to your Dreamforce agenda. Trust us: you won’t want to miss them.

5 ways to explore Service at Dreamforce 2026

1. Get inspired by Service keynotes

Service takes center stage across three keynotes this year, showcasing how AI is reshaping the way organizations support customers, employees, and field teams. From resolving customer needs faster to streamlining employee requests and transforming field operations, see how AI agents can drive greater efficiency, improve experiences, and create new opportunities across the service organization. Walk away with fresh ideas, real-world examples, and practical inspiration for your own strategy.

Be sure to add all three keynotes to your Dreamforce agenda:

Service Keynote: Drive Outcomes at Every Customer Touchpoint: Get a front-row look at how Service Cloud orchestrates seamless resolutions across customer service and puts AI agents to work wherever customers and employees need support. Hear directly from leaders at companies like Marriott, McAfee, CVS Health, and Canada Goose about how they’re evolving their service operations for the agentic era. (Wednesday, Sep 16 / 12:00 PM – 12:50 PM PDT / Moscone South, LL, Keynote – Hall B)

IT & HR Service Keynote: Agentic AI Powers Employee Success: See agentic AI in action as AI agents resolve IT and HR requests proactively, helping employees get answers faster while improving productivity, reducing costs, and keeping work moving 24/7. (Tuesday, Sep 15 / 12:45 PM – 1:35 PM PDT / Moscone West, L2, Keynote – Room 2020)

Field Service Keynote: A New Frontier for Field Operations: Experience what’s possible when AI transforms field operations end to end — driving greater efficiency, turning service jobs into revenue opportunities, reducing administrative work, and creating more loyal customers. (Thursday, Sep 17 / 9:30 AM – 10:20 AM PDT / Moscone South, LL, Keynote – Hall A)

2. See Service in action in the Campground

Get a live demo of the latest innovations across customer, field, and employee service, see how they work in action, and ask our product experts your questions. Then step into our interactive voice booths to try Help Agent yourself across four real-world use cases. After that, head to Agentic Enterprise City to hear real customer stories. (Moscone North, Lower Level)

3. Build AI agents in our Learning Labs

You’ve seen the demos – now build an agent yourself. Go hands-on in a small group workshop and get an agent up and running in just 30 minutes, then take it further with personalized 1:1 guidance from a technical expert on exploring, customizing, and deploying agents. (Moscone West – Level 2)

4. Explore what’s new in our sessions

With more than 70 sessions spanning customer service, field service, IT service, and more, there’s plenty to explore at Dreamforce. Hear directly from customers, get the latest insights and best practices, and pick up ideas you can bring back to your business. Here are five sessions to add to your list:

Start Your Future Contact Center Today: FanDuel shares how it’s using Agentforce Contact Center to transform service, with a look at how AI agents, connected data, and human expertise are reshaping the contact center. (Tuesday, Sep 15 / 8:30 AM – 9:10 AM PDT / Metreon AMC, L3, Theatre 15) 

How to Make Asset-Centric Field Service a Revenue Engine: Luminator Technology Group and Honeywell share how AI, connected assets, and new service models can create new paths to recurring revenue — taking field service beyond efficiency. (Tuesday, Sep 15 / 2:00 PM – 2:40 PM PDT / Metreon AMC, L3, Theatre 12) 

AI Agents Are Rewriting the ITSM Playbook: ITSM is moving beyond manual processes. See where AI agents are already reshaping IT operations, from offloading repetitive work to predicting failures and scaling support. (Wednesday, Sep 16 / 1:00 PM – 1:20 PM PDT / Moscone North, LL, Campground, Theater 3)

State of Service: AI Agents Move from Promise to Proof: New Salesforce research – based on insights from more than 3,000 service professionals – reveals how companies are moving AI agents beyond pilots to deliver measurable gains in customer satisfaction, cost efficiency, and growth. (Wednesday, Sep 16 / 3:30 PM – 4:10 PM PDT / Moscone South, LL, Content Pavilion, Stage 3) 

Your Agentforce Service Roadmap: What’s Next: Get the latest from the Service Cloud product team, including autonomous agents that handle cases from start to finish and AI that gives reps the support they need to move faster. (Thursday, Sep 17 / 8:30 AM – 9:10 AM PDT / Moscone West, L3, Room 3022)

5. Network and recharge in the Sales and Service Lounge

Take a break at the Dreamforce Sales and Service Lounge, an intimate space designed for sales and service leaders to connect, mingle, and recharge. Enjoy light bites and refreshments while exploring exclusive thought leadership programming and connecting with peers. (The Contemporary Jewish Museum)

Can’t go in person? Watch Dreamforce on Salesforce+

Whether you’re joining us in San Francisco or tuning in from anywhere in the world, Dreamforce streams live and free on Salesforce+. Get access to 400+ sessions across industries, insights from some of the world’s most influential voices, virtual trainings, and broadcast-only moments you won’t find anywhere else.

Register free on Salesforce+ to catch every major launch and announcement as it happens, plus exclusive Dreamforce content — all in one place.

Keynote broadcast times you won’t want to miss:

Service Broadcast: 9/16 1:00 – 2:00 pm PT (Keynote, Connected Content)
IT Service Broadcast: 9/15 1:00 – 2:00 pm PT (Keynote, Connected Content)
Field Service Broadcast: 9/17 11:30 am – 12:30 am PT (Keynote, Connected Content)

We’ve got your questions covered

Want to learn more about what’s in store at Dreamforce 2026? Still have questions about registration, accommodations, or how to stream from home? We’ve got answers in the FAQ.