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What Not to Miss at Dreamforce ‘19 for Service Leaders

What Not to Miss at Dreamforce ‘19 for Service Leaders

To make the most of your Dreamforce experience, here are the top five things that service professionals should absolutely not miss this year.

There’s never been a more exciting time to be part of customer service and no better place to learn, network, and get inspired about all things related to customer experience than Dreamforce ‘19. (Join in the conversation using #DF19!) With less than one month to go, the entire Salesforce Service Cloud team is gearing up to make this our most innovative Dreamforce yet! 

There’s always so much to do and see at Dreamforce, and this year is no exception. We have a lot of exciting things in store for you, including new product announcements and demos, and an incredible lineup of Trailblazers who will share how they are upping their customer service game. 

To make the most of your Dreamforce experience, here are the top five things that service professionals should absolutely not miss this year: 

TIP: Be sure to check the Agenda Builder for the most up-to-date locations and times

1. Service Keynote: The New Age of Human-Centric Service

Great customer service is founded on building trusted customer relationships. But today, as support requests increase and customer expectations heighten, companies are struggling to deliver quality customer service at scale — often sacrificing the personal touch in favor of closing cases quickly. Join us in Moscone North to see how Trailblazers like Southwest, John Hancock, and Pilot Flying J are achieving the best of both worlds to deliver human-centric service and taking their customer satisfaction to new heights.

Bookmark this session.

2. Service Campground 

Take a deep dive into the latest and greatest technologies at the Service Campground in Moscone South. Here you will experience how Service Cloud can help you create a complete view of your customer through our super demos and Trailblazer led theater sessions. You will walk away with actionable ideas on how to increase agent productivity, deliver seamless service across any digital touchpoint, elevate your field service experiences, scale support with automation and AI, and much more! 

3. Service Cloud Lodge

When in doubt, head to the Marriott Marquis! This is your homebase for all things Service. Attend a hands-on workshop or theater session, dive deeper into Service Cloud with product demos, take a quiz to test your digital customer service strength, and receive one-on-one guidance from a Service Cloud personal trainer. The Service Lodge is also a great place to meet and mingle with service leaders, Salesforce experts, other Trailblazers, or to take a break from the Dreamforce mayhem.

4. Field Service Station & Keynote

Back this year is our Field Service Station — your one-stop shop for all things field service management. Visit the Marriott Marquis to connect and network with other field service Trailblazers and Salesforce experts, and learn how you can deliver smarter, faster service from the contact center to the field. Get hands-on with our intelligent resource scheduling and optimization capabilities, and learn how our innovative and user-centric mobile features and the power of the platform will supercharge field customer experiences to drive your business forward. 

Field Service Keynote: Redefining the Future of Field Service

Join us at the Marriott Marquis to see how Trailblazers like Stratasys and Toast are building trust and driving customer loyalty with predictive, human-centric service while generating revenue in the field. You’ll also learn about the future of field service, see our latest innovations, and experience how the Salesforce platform drives customer engagement and boosts field service productivity.

Bookmark this session.

5. Service Cloud sessions

One of the best ways to get new ideas and inspiration is through our Service Cloud sessions. Hear our Trailblazers unpack how they are achieving success, get the latest product updates and upcoming feature enhancements in our roadmap sessions, and see how we use Service Cloud, Digital Engagement, Self-Service, and Field Service to empower and serve our customers and employees in our Salesforce on Salesforce sessions. Continue checking the Dreamforce schedule for updates as we announce session topics. 


Dreamforce is a BIG event. To help you navigate it quickly, we’ve built custom trail maps for our Service and Field Service attendees. Think of trail maps as a tailored itinerary for each day, with recommendations on the best sessions and experiences to check out across all four days. Start building your agenda now with our Service and Field Service Trail Maps!

If you can’t make it to Dreamforce this year, we have you covered. Tune into Salesforce LIVE to see our product keynote and Service Cloud related programming streamed directly to you.

Sophia Le Sr. Manager, Service Product Marketing

Sophia Le is on the product marketing team and currently leads solutions marketing for Service Cloud. When she’s not geeking out on technology, you can usually find her on the dance floor, at the skatepark, or in the wilderness.

More by Sophia

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