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

Attention Serviceblazers! Are you ready for an epic experience? At Dreamforce 2025, we’ll help you take your customer service and field service to the next level — with Agentforce, which provides AI agents that work autonomously or together with your service team. Trusted AI plus data plus a unified customer relationship management (CRM) platform is your roadmap for delivering effortless customer experiences on any channel.

Join your fellow Serviceblazers (in San Francisco or virtually on Salesforce+) for three jam-packed days of Service at Dreamforce: learning, networking with peers, and fun. In our keynotes, breakouts, theater sessions, roundtables, and hands-on workshops, you’ll take a deep dive into the latest innovation in AI: Agentforce Service.

Formerly known as Service Cloud, Agentforce Service harnesses Agentforce and Data Cloud to power your Agentic Enterprise – no matter the size of your company or which industry you’re in. Discover new ways to engage your customers, deliver better service experiences to more people, and become more productive and cost-efficient. And you’ll also have a great time while connecting with the best in the industry — other service and field service leaders, like you.

Be sure to add these four activities to your list. Trust us: you don’t want to miss them.

4 ways to learn about Agentforce Service at Dreamforce 2025

1. Keynotes | Oct. 14 – 15

Our service innovations will be shared across three (3!) keynotes this year. You’ll learn how Agentforce Service uses the winning combo of human and AI agents to make customer service operations more efficient, empathetic, and personalized. You’ll also hear from today’s service leaders at Southwest Airlines, Gaggle, and PepsiCo and get ideas for implementing Agentforce Service in your own customer service strategy.

Be sure to check out all three of our keynotes at Dreamforce:

Agentforce Service Keynote: Drive Proactive Support: See how Agentforce Service unites human and AI agents for proactive, personalized customer experiences, boosting CSAT and reducing costs across all channels.

Field Service Keynote: Confident Teams from Uptime to Upsell: Explore how field service for the Agentic Enterprise uses AI agents to boost confidence in teams, creating more efficient, scalable, and cost-effective operations.

Agentforce IT Service Keynote: Your Conversational Employee Experience: Learn how you can power faster, smarter support and better employee experiences with Agentforce and Slack.

2. So many service sessions | Oct. 14 – 16

There are plenty of learning opportunities for service and field service pros like you. Here are five sessions that we think will spark some innovative ideas for your customer service.

• Inside the State of Service: Customer Panel on What’s Next: Gain insights from the latest “State of Service” report and learn how service leaders from Simplyhealth, IGM Financial, and Smarsh are redefining strategies with AI.
• How AI-Powered Voice Agents Help Reps Deliver Better Service: Discover how you can boost efficiency and customer satisfaction with AI-driven voice tech that handles routine calls, understands emotions, and empowers human agents.
• How to Take Your Field Service Operations from Good to Great: Discover an actionable blueprint across seven core pillars of field service. With real-world insights from IBM & ViWinco, learn how successful adoption is the key to achieving transformative results.
• Drive Growth Across Sales and Service — Now on Every Channel: Discover how new SMS and Voice features help sales and service teams drive growth. 
• Your Service Cloud Roadmap: What’s Next for Humans & AI: Get a first look at what’s next for humans and AI in Service Cloud. 

Plan for three perfect days of Dreamforce content by checking out our handy guide here.

3. Service Campground | Learn how Gatorade delivers game day service with Agentforce

Get ready for an exciting interactive activation featuring Gatorade, where you can see firsthand how humans and agents team up to tackle demand with Agentforce Service and Agentforce Field Service. 

Discover how Gatorade uses our newest innovations to provide personalized support to its global customer base. To go deeper or speak to an expert, head over to our demo booths or visit the Agentforce Service Lounge for more.

4. Service Lounge | Discover always-on customer support

Have questions about Agentforce Service? Want to meet other service professionals? Head over to the Service Lounge to network, learn about product best practices, and enjoy a hot cup of coffee.

Watch Dreamforce on Salesforce+ for free

No matter where you are, you can experience Dreamforce through a free live stream on Salesforce+. This immersive production includes 500+ live and on-demand sessions built for every industry, can’t-miss interviews, broadcast-only learning sessions, and so much more.

Whether you’re on-site or attending this year’s Dreamforce remotely, we invite you to register for the Salesforce+ Dreamforce experience so you can always access exclusive content. 

Keynote broadcast times you won’t want to miss:

Agentforce Service Broadcast:

10/15 2:00 – 3:20 pm (Keynote, Connected Content, theater)

Agentforce IT Service Broadcast:

10/15 3:30 – 4:30 pm (Keynote, Connected Content)

Agentforce Field Service

10/14 2:00 – 3:00 pm (Keynote, Connected Content)

Got questions? We’ve got you covered

Want to learn more about what’s in store at Dreamforce 2025? Still have questions about registration, accommodations, or how to stream from home? We’ve got answers in the FAQ.