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[MUSIC PLAYING]
What's up?
Hi there.
Welcome.
Welcome to--
Release Readiness Live.
We want to start
off by saying--
Thank you.
Is RRL about to start?
(SINGING) Let's
get it started.
RRL
It is important to watch
Release Readiness Live so
that you get a
snippet of the coming
attractions of the
functionality that's
coming from Salesforce.
We really focus
on the features
that are going to be most
useful and impactful.
I get to find out what's
new, what's coming.
It's exciting.
It's a way for me to see,
not just read, not just
experience
through webinar,
but see a real
person talking
about what's important.
RRL.
We'd love to hear what
your questions are.
Your feedback
is so important.
I think that's one of
the most amazing things,
actually, about the
Salesforce ecosystem
is how involved
trailblazers
are with the evolution
of our products.
I love getting questions
during Release Readiness
Live.
Sometimes you never know
what you're going to get.
People could ask,
potentially, anything.
Really helps me think
about things as I'm
developing a feature.
With Release
Readiness Live,
you get the
great opportunity
to actually hear from the
mouths of the people who
spend a lot of
time thinking
about what exactly
you all, as Salesforce
developers and admins, are
actually wanting to see--
And also informs us how
we can improve the product
going forward.
RRL.
The reason why we
stick with Salesforce
is because we feel
like we are heard.
I feel like I'm helping
make decisions--
hopefully good
decisions-- that
will benefit all
admins, all developers,
all architects.
That's a good feeling.
I feel like we're
a part of something
greater, together.
We'll see you next
time in the Cloud.
RRL.
RRL.
Let's get started.
Welcome to Release
Readiness Live.
I'm your host Gillian
Bruce coming to you
live from San
Francisco where
I'll be joined by product
managers who are going
to show you the latest
and greatest innovations
coming in the
spring '24 release.
Now, we might
cover some roadmap
and future-looking
technology
today, so I need to remind
you that you should only
make purchasing
decisions based
on currently
available features
and functionality.
Now, with that
covered, I want
to thank you so much
for joining us today.
By tuning in and giving
us your feedback,
you make Salesforce
products better.
And we've got a
lot of products.
In fact, we've got a whole
week of Release Readiness
Live shows.
Yesterday, we covered
sales and CRM analytics,
and today, we are going
to cover service and flow,
and then tomorrow, we have
the admin and developer
previews.
But right now,
for the next hour,
we're going to focus
on Service Cloud.
We're going to
cover conversational
engagement, generative
AI for service,
service intelligence,
field service,
and so much more.
But before we get
into it, let's
talk about how you can
participate in the show.
And we've got
a special guest
here to help me help you
participate in the show.
Hi, Mo.
Hi there, Gillian.
Nice to see you again.
It's so nice to have
you back on the set.
You had a full day
of RRL yesterday.
How did it feel?
It was amazing.
It's always a pleasure to
serve our trailblazers,
you know?
I love it.
Well, let's tell them
how they can participate
in today's show.
Absolutely.
Hello, trailblazers.
What's up?
So we have an
excellent panel today
and I want to walk
you through how
you can ask your
valuable questions
to our panelists.
There are three ways
by which you can ask
and we have these
three channels,
so let's take a look.
First, I want you to use
Trailblazer Community.
So, if you are on the
Trailblazer Community,
use that hashtag
#SalesforceRRL
and we can get all of
your questions from there.
The next channel
is Salesforce Plus.
That's where
you're watching.
There's a Q&A tab
there, right there.
Just make sure to have all
of your questions there.
And, lastly, we
are also on social.
We are on X, also
formerly known as Twitter.
Now, if you're posting
your question there,
make sure to use that
hashtag #SalesforceRRL.
Now, if you have some
fun emojis or, let's say,
you want to record a clip
when our product managers
are demoing some
of these features,
please do that and
share and don't
forget to have fun.
Now, back to you, Gillian.
Thank you, Mo.
Yeah, we want to
see your gifs.
We want to see
your excitement.
There's going to be a
lot of amazing product
innovations you're
going to see.
And, you know what?
Without further ado,
let's get into it.
Let's go ahead and start
with conversational
engagement, and
to do so, we're
going to be joined by
Mike Cliffe, Director
of Product Management.
Take it away, Mike.
Thank you, Gillian.
What's up, everybody?
My name is Mike, and
I'm a PM for the agent
and seller's experience
for conversational
engagement.
And part of my role
here at Salesforce
is making sure
that we have
consistent
experiences across all
of our channels.
And in our spring
release, we're
delighted to be able to
introduce Enhanced SMS.
Now, if you have been
using SMS up until now
and you've given
us feedback
and you want to have the
features like transfer,
flag raise,
supervisor, monitor,
thank you for
giving feedback.
We've had at about
5,000 Idea Exchange
points raised on these
particular issues
and we're delighted to be
able to announce that we
now support all of these
features in Enhanced SMS
as well as all of our
generative features
as well.
And I'll show
you a little bit
about that in a second.
For messaging for
in-app and web,
we're taking down
sensitive data rules,
saving transcript,
agent configurations.
You can customize the
agent display name,
you can block flight
file transfers,
and you can also share
carousels using messaging
components
within messaging
for in-app and web.
So some really good
user experience
enhancements for that.
We also have a new
way of engaging
with Omni in what we're
calling the Omni Async
Inbox.
So, this allows you to
have a more inbox-type
feel for the work
that you're managing
and manage your work
in a more natural,
vertically-aligned inbox.
And I'll show you a
little bit about how
that looks in a second.
But we're pretty
excited about this
as a way of engaging
within your Omniwork.
In a staggered
release next month,
we are enabling you to
be able to share numbers
with Marketing
Cloud campaigns.
So, starting
with WhatsApp,
you can share the numbers
with Marketing Cloud
to do outbound engagement
that your customers can
respond back on
the same number
and engage with
your agents.
It's really
exciting stuff.
Starting with
WhatsApp, but also
moving with SMS in
the summer release.
And for all of
the channels
we don't support
natively, we offer,
in the spring release,
a new set of APIs called
partner messaging APIs,
which allow our partners
to be able to
build integrations
into the channels that
we don't cover today.
So really exciting
work here.
So if you're somebody who
is interested in using
TikTok or Instagram
or Kakaotalk or Line,
we recommend that you work
with one of our partners
who have done the
hard work to build
integrations into
these channels
and you can have the
same agent experiences
within the agent desktop
with these channels
and all of the
great benefits
that we have within
enhanced messaging.
On conversation
intelligence,
we offer work
summaries, which
allows you to be
able to wrap up
a particular
interaction on a voice
call or a
messaging session
and use the generative
summary to map
the summary of
that interaction
into fields
within a related
object on the messaging
session or voice call.
And we now support
Einstein Conversation
Mining for enhanced
conversations.
So, if you haven't
heard about conversation
mining, it's brilliant.
It allows you to be able
to do theme detection
of things that you may
not have identified
within your bots or
your knowledge and spot
insights and be more
proactive with how you
tackle where the
puck is moving
within your customer
conversations.
So, let's see all
of this in action.
So I'm going to
start off here
and I'm going to engage
with the Omni inbox
and I'm going to set
myself available here
to be online.
Now, you can see here
on the left-hand side,
all of the work that
I have been working on
is here all ready
for me, whether it's
case work, whether
it's messaging work.
I personally believe
that messaging
has the most benefit
out of this inbox view
within here.
But it allows me
to be able to track
synchronous and
asynchronous
work all in a nice
view within here,
including paused work,
things that have gone
inactive that we
now want to be
able to engage with.
So, let's just take one
of those SMS messages
that have just come in
here from Lauren Bailey
and we can minimize
the inbox view.
Actually, before
we move on here,
I do want to thank you
all as well, because we've
had about 4,000
idea exchange points
alone just with renaming
the tabs on the top
of the console.
So this inbox
view allows us
to do a lot more than
just put in an icon
and make the tab flash
a different color.
We're pretty excited
about allowing
you to be able to do more
with how you represent
your work in the agent
desktop with this inbox
view here.
Now, this is SMS.
This is me having
a conversation.
And if I scroll
up here, I can
see that this has
been a marketing
outreach that a customer
has responded back in.
In the center, we have
conversation catch up,
which gives you a
generative summary
for what the
conversation has
gone on before the
agent got engaged.
We have recommended
actions,
which are triggered
from keywords
within the conversation.
We have service replies
to allow an agent
to be able to get to
work quickly and provide
the right answer to speed
up the conversation.
And when that interaction
is done, we click end.
Work Summaries will help
us take that conversation
and it will help
us log that.
In this example here,
it's on a case record.
But if you're using leads,
if you're using a custom
object, you can map those
fields into the record
and log that, saving
the wrap up time
of an interaction.
Really exciting
stuff, and we're
pretty excited about all
of these features being
offered now with SMS.
And back to you, Gillian.
Thank you, Mike.
Now, I bet some of you
have questions about some
of the amazing
things Mike just
showed, so go ahead
and ask your question,
please.
You can ask natively right
here on Salesforce Plus.
You can also ask on the
Trailblazer Community,
and you can ask your
question on Twitter or X
or whatever we're calling
it these days using
#SalesforceRRL.
All right, Mo, I
want to check in
with you kicking
off the day of RRL
with some amazing
service content.
What's going on
in the community?
Absolutely.
Thanks to everyone
here, I can
see there's lots
of questions that
are flowing in
from our audience
here in Salesforce Plus.
So that's always awesome.
We love to get your
questions answered
from our panelists.
How about we start
with the first one?
Yeah.
Mike, are you ready?
You're in the
hot seat now.
Ready.
OK.
All right, so
the first one
is, if we plug in Telegram
or TikTok or Instagram
channels, do we still
get all the agent
and supervisor
benefits like transfer
and monitor?
Absolutely.
That's part of the
value prop here
is the transcript,
it flows
through our
infrastructure and we're
able to get all
of the benefits
that you have with
the native channel.
So it's really
exciting stuff.
I like that.
All the benefits, see?
I love it.
Opening it up.
It's good.
That's good.
OK, Mo, I'm going to
ask a question now.
Is that all right?
Absolutely.
OK, yesterday, we had
to clear that, who
gets to ask a question.
All right, Mike, so I
have a question for you.
The question is
about Omni inbox.
Is that work on all be
routed through Omni?
Yep.
Yeah, Omni is still
the routing framework
behind the scenes.
So it'll behave exactly
the same way that you're
familiar with
using Omni today,
just a different
perspective of how
we represent that work.
I love it.
I love it.
OK, Mo, your turn.
All right, all right.
Questions are coming up.
Here's an
interesting question.
Can I run
conversation mining
on Enhanced SMS or
Enhanced WhatsApp data?
It's common.
So, we're starting off
with messaging for in-app
and web in the
spring release,
but we're expanding
that, then, in the summer
release to all written
conversation channels,
including TikTok
and Telegram,
the ones that we
don't offer natively.
So, it's coming
soon in the summer.
All right,
forward-looking statement.
Reminder, some
roadmap discussions
happening in RRL.
OK, before we
go any further,
I need to know about
your sweatshirt.
It's pretty awesome.
Yeah, I have to rock the
standard Service Cloud
heart and represent today.
So, yeah, thanks to our
marketing department
for some--
I love it.
I love it.
It's always fun when we
have the relic swag make
an appearance in RRL.
That's great.
All right, Mo,
what you got?
Yeah, I've got some very
interesting questions
here.
One of the
questions here is,
does the enhanced
messaging work globally
in all countries?
I think that
might be referring
to SMS coverage,
country coverage.
Right now, we still have
the same country coverage
as we have.
So enhanced SMS
isn't really
adding new
countries into that,
but we do have plans
to be able to offer,
with our partner
messaging APIs,
to allow partners
to be able
to, in a similar fashion,
plug-in their SMS
providers that may
not be in Salesforce
and have that
routed through
our infrastructure, too.
Excellent.
Excellent.
Thanks for the
clarification.
We've got a lot of
questions coming in.
And also, just for those
of you who are tuning in,
we also have
experts moderating
the online chat right
here in Salesforce Plus as
well as the
Trailblazer community.
So, not only are Mo and I
looking at the questions,
but some of the
questions are getting
answered right now.
So, we're sorting
through all that as well.
It looks like maybe we
have a question here.
Doo, doo, doo.
OK, this one
is from Shridar
from Salesforce Plus.
Is messaging
in web supports
full payload
encryption decryption
as we have the use
case for customers
putting cardholder
related into info?
Yeah, great,
great question.
So we do offer
secure connections
with encryption
for messaging
for in-app and web.
We also have
features called
secure forms,
which help add
in additional security.
So, if you're soliciting
credit card information
or PII from
your customers,
you don't even
want the agent
to see that, we have
options for doing things
like secure forms
where you can send them
something that's only
privy to the customer,
and then captured,
validated,
and have it hidden from
the agent as well, which
is a little bit
more secure.
That's great.
Hey, we're all
about trust here
at Salesforce, right?
I love that.
Protect the PII.
Well, thank you
so much, Mike.
Now we are going
to keep on going.
We have so much more to
cover here for service.
And up next, we are going
to get into Core Service
Platform by the
one and only
Vincent Pham, Senior
Director of Product
Management.
Vincent, take it away.
Thanks, Gillian.
My name is Vince,
and I am so
excited to talk about all
the great capabilities
coming from Service
Cloud in spring '24.
So, folks, spring
is the season of AI,
and we have so many
great capabilities
that are moving from
pilot over to GA status.
Some of them you
just saw in the demo
shown a second
ago by Mike.
With the spring release,
for instance, we've
got Service Replies,
which helps your agents be
able to have a nice
response on any sort
of conversational
channel, and that's
going to come
in the spring
release with additional
multi-language support
like French, Spanish,
German, Italian,
and Japanese.
You also saw
Work Summaries,
which helps your agents
and supervisors save so
much time, because you'll
be able to summarize
escalations,
summaries, and wrap-ups
so that you can see all
the information in one
place.
Also, with
Knowledge Creation,
this is going to help your
agents and your knowledge
workers take any
of the learnings
that they've learned in
the support interaction
and plug it straight
into your knowledge base
to keep it all up to date.
Next, with the
spring release,
we also have
Search Answers,
which benefits both your
agents and customers
alike in Service
Console as well as
in the Experience Cloud.
So, when they
go in and they
want to get a quick answer
and search for something,
they'll get a nice
generative reply.
Lastly, we're also going
to introduce a Knowledge
Copilot Standard Action.
This is going to allow
your agents to interact
with the Copilot
inside of console
so they can ask questions
in a natural language
format and get answers
quickly grounded
in your knowledge.
So, as I've mentioned
a couple of times,
knowledge is
really important.
It's the secret sauce.
It's the foundation for
any sort of successful AI
deployment.
Knowledge is
no longer just
about informing
your agents.
It's no longer
just about creating
FAQs for your
external customers.
It's also going to
ground and feed your LLM.
And with knowledge,
you're going
to be able to leverage
our trusted layer to make
sure that we're
leveraging all
your organizational
knowledge to make sure we
don't hallucinate
and provide
the right knowledge
to your customers.
And with the spring
release in particular,
I'm so excited,
because we're also
bringing in Unified
Knowledge, which
takes out that
last barrier
between your customers and
institutional knowledge.
So, what that
means is, today,
if you're using Salesforce
Knowledge to author
and define and
publish your articles,
thank you so much.
We appreciate
That.
But we all know there
are some business units
out there that still want
to keep their knowledge
somewhere else.
Maybe it's in
the confluence.
Maybe it's in
a Google Doc.
Maybe it's in a website.
But with Unified
Knowledge,
we're going to
bridge the gap
and bring all
that knowledge
content into Salesforce
all in one place.
So, let's take
a look at also
Service Intelligence.
So, one last thing
with Knowledge
with spring release
is that, not
only are we bringing
that data in,
we're also going
to leverage Data
Cloud, which is going
to be able to store
every single
little insight when
a customer looks at
a Knowledge article,
when an agent is looking
at a Knowledge article,
even when GPT
is generating
some content
or a reply, we
can use Data Cloud to
unlock all the insights
around which Knowledge
articles are performing
really well and which
Knowledge articles
need a little bit help and
a little bit of tuning.
So, let's hop
straight into a demo
and see a couple of
these things in action.
So, for this demo here,
I've got an org set up,
and this is an org where
we're going to check out
Unified Knowledge.
So, you can see
here that I've
got a couple
Knowledge articles
from external sources.
I've got stuff
sitting in Confluence.
I've got stuff
sitting in SharePoint.
I've got stuff sitting
in Google Drive.
When you go in
and configure,
you're able to set a
couple of settings here.
You're able to define
who can have visibility
to it.
You can also define
which sort of record type
it maps into.
You can also map your
external taxonomies
into data
categories as well.
Now, if you also
hop back here,
you can also see a couple
of other data sources
as well.
You can also
see that we can
support Word documents,
even YouTube, or even
websites.
So, once this
connector is set up,
let's hop into
Google Drive, where
I can show you
where I've created
a couple of these
Knowledge articles
outside in Google Drive.
Here's, for
example, one of them
where I just
created some content
around a solar panel.
There's some rich
text fields here
and there's also
some nice formatting
down here with an image,
but let's go ahead
and take a look
at what that looks
like in Service Cloud.
So, let's go to my dear
friend Service Console,
and when you go
into this and hop
into the Knowledge
[INAUDIBLE],,
you can see all these
Knowledge articles coming
in now from Google Drive.
Let's hop into that
same Knowledge article,
and you can see
here that we've
mapped in the
data category
with solar panel.
You can see all
the nice formatting
that someone's
painstakingly set up.
We've taken a
lot of steps here
to make sure that same
look and feel is brought
in as well.
And look, we even
have images, right?
How cool is that?
So, let's go from
that point of view
where you can see
this knowledge article
and take a couple
examples of use cases
where we're using
the knowledge
articles from Google
Drive to generate replies
and generate responses.
So, let's switch gears
to my favorite persona,
Lauren Bailey, who
somehow still has
some sort of
issue and goes
to our traditional
company, CirrusPRO,
and she's got some issues
with her solar panel
today.
So, she can go to
the website and type
in a question
like, Why isn't
my solar panel generating
any electricity?
And what we now have here
is a generative response
now generating an
answer grounded
in the content that's
coming from that Google
Drive document.
We see that we
have citations.
We have feedback
component,
which is all great.
But let's say this
doesn't solve the issue
and Lauren wants
to reach out
to support and create a
case, so she can do that.
And when she goes out
and creates a case,
let's switch gears
now back to my friend
Service Console,
and as an agent,
I have the same sort
of search capability as
well.
I can go in and
also search,
and when I'm now
searching for that
prompt, in addition to
the responses down below,
we have the same sort
of component here
that's also
generating a search
answer for the console
agent as well, also
with feedback
and citations.
So, let's go back and
take a look at that case.
And in this case
here, Lauren
didn't get her
issue solved here.
She's already looked
at that article.
What we also have here
on the side on the right
is with Einstein
Article recommendations,
we have other articles
that are being presented
and offered.
So, for example,
we can take a look
at the second
article, Solar Panel
Low on Electricity,
and we can also
use search replies to
generate a response that
will be embedded directly
into the email composer.
And take a look at this.
We've got all the
content put in.
It's nicely
personalized here
with the header
and the description
at the bottom, and you
can send this right away.
So, hopefully it
comes across here
that not only
are we seeing
a whole lot of time here.
We're also keeping
the human touch,
making sure that
all the responses
are quite personalized.
And as you can see
here, knowledge
is the center
of all of this.
It is what's going
to set you apart
from all of your
other competitors,
because how you leverage
your knowledge is going
to really pay a
lot of dividends
in how well the generative
AI capabilities work.
All right, so back
to you, Gillian.
Thank you so
much, Vincent.
Oh, so much knowledge.
All right, let's
go ahead and get
to some questions.
Reminder, if you want
to ask your questions
for Vincent or
for Mike-- we're
going to get back
to him later.
He's not out
of the hot seat
yet-- ask them on the
Trailblazer Community,
please, using
#SalesforceRRL or right
here natively in
the Salesforce Plus
chat in the Q&A tab,
or you can ask them
on Twitter, X, or whatever
the latest name is
by using #SalesforceRRL.
We've got expert
moderators standing by
and all of those forums
as well as Mo here helping
me keeping tab on
what's going on
in the community.
Mo, what's going on?
The chats are on fire.
The Q&A tab is flooding
with questions right now
for Vincent, and I cannot
wait to get in there.
But before that, there
is a comment coming
on Salesforce Plus.
A lot of excitement
from Anne.
Unification!
There's an
exclamation mark.
And then there
is this Woo-hoo.
Woo-hoo!
Unification!
Yeah.
Yeah, that's--
Thank you, Anne.
With that, how about we
pick up some questions
for Vincent here?
Go for it.
Vincent, you ready?
Ready.
OK.
Vincent, so the
first question
is, Unified Knowledge, I
don't see it in my org.
How can our administrators
enable them?
Yeah, so stay tuned.
It's going to be
available in sandboxes
around February
23 or 24th.
At that point, you'll
be able to check it out
in your sandboxes,
where you'll
be able to try it out for
free for three months.
And even after
that, you can also
roll it out and try
it out in production
for an additional
45 days or so.
So hold on tight.
Love it.
OK, again,
forward-looking statement.
Things are in flux,
but I love that.
Coming very soon.
That's exciting.
All right, I'm going to
ask you a question now.
Now, we saw some really
cool Gen AI products,
but we saw it in English.
What about
other languages?
Yeah, so we will
have support
for service replies in
five languages in spring.
It will be in Spanish,
Italian, German,
Japanese, and I
forgot the fifth one.
French.
Thank you!
Oui, oui!
Oui, oui.
OK, so those are
the five that we
will have in spring.
That's awesome.
Thank you.
I love that.
Expanding it to some
other languages.
Very good.
Mo, you got
another question?
Yeah.
Yeah, there's a very
interesting question
around data categories.
How many levels
of data categories
can I auto create?
So, with data
categories, you'll
be able to go down
to five levels.
OK.
That's good.
Five languages,
five levels.
Easy to remember.
All right, well, we
got one more section
we want to get through
before we open up
the Q&A to everyone
who's presenting today.
And we are ending this--
we're not ending.
The last section
here is amazing.
You're going to love it.
It's all about field
service, which is a crowd
favorite, of
course, and we
have the amazing Ifechi
Ilozor, Product Manager,
to share all the
goodies coming your way.
Take it away, Ifechi.
Thanks so much, Gillian,
and hello, everyone.
Thank you so much
for tuning in to RRL.
I'm super excited
to be covering
some of the
amazing innovations
we have for field
service in the spring '24
release.
We have a wide
array of things,
so I'm just going to
go ahead and jump right
into it with our brand
new, generally available
Document Builder.
And this is
going to help you
create rich and beautiful
service documents.
And huge, huge
thanks to everyone
who put their ideas
on the Idea Exchange.
We listened to you
and we took action.
This Document
Builder is going
to address over
10,000 votes
and over 70 ideas on
the Idea Exchange.
Really excited to get
back into your hands,
hear feedback, and
please do keep those
ideas coming.
All right, diving
into the overview
for this doc builder.
You're going to be able to
build powerful templates
that are flexible,
extensible,
and branded in the new,
declarative builder,
and it's going to be
as easy as dragging
and dropping the
components you need.
We have a ton of
standard goodness for you
to cover most of your
service document needs,
but you can, of course,
bring your own Lightning
Web components for
additional customization.
And then, finally, you can
preview and generate PDFs
anywhere on desktop, on
mobile, online, offline,
and the entire document
is able to be translated,
so, also in
whatever country
you happen to be in.
All right, we've seen
a bit of an overview.
I'm going to jump
right into a demo
and we're going to
see this live today.
OK, so here I am.
I'm an admin.
I'm in Setup Home,
super familiar,
and I'm going to navigate
to Document Builder
under Field Service.
Awesome.
OK, today, I want to
edit my first template.
So I'm going to
go ahead and click
Edit and then that will
pull up the builder.
It's going to, again, look
very familiar to you all.
It looks a lot like
Lightning App Builder.
I have my standard
Components
on the left, Settings
on the right,
and I can see my beautiful
template in the center.
I have my logo.
Here's a bit of branding.
And I can see
all these places,
the Salesforce data that
my field technician is
going to collect
while they're
on the job,
that's right here
and displayed in
the format I like.
But one thing I see is
missing are our images.
There's nothing under
this section yet,
but that's going to
be really easy to fix.
So here, I'm going to go
grab the Image Gallery
component and drop it
right into the Canvas.
Awesome.
OK, there's just
one image here.
I want a little bit more
than that, so I simply
I'm going to change the
number of rows to three.
Awesome, and
now my template
specifies that I want
three images in this row.
I'm going to click
Save, and then,
once that's saved,
I'm going to Activate.
Awesome.
That should pull up Modal.
I could set it to
the org default.
That'd be super
easy just to click.
I'm not going to
do that today.
And now, this template
is ready for my field
technicians to use while
they're on the job.
So we're actually going
to go ahead and see
that in mobile,
but I think
it's really
important to step
into the shoes of
a mobile worker,
so I'm going to go
ahead and gear up really
quickly.
So I'll just put this
on, put on my vest,
make sure I'm
fully visible.
All right, there we go.
And I also have
my hardhat.
Protecting the head is
extremely important.
OK, let's go ahead
and dive into mobile.
So here I am on
my phone and I'm
going to click into
the Field Service app
because I have a little
bit of work to do.
All right, I have a
service appointment today
to replace a battery.
So I'm going to go ahead
and click into that,
and I can see
important information,
such as directions,
my contact, who's
Lauren Bailey, who needs
a lot of service today,
but that's OK.
We're here to serve her.
And I'm fixing a turbine.
So I'm going
to do my work.
I'm going to replace
that battery.
And when I'm done, it's
time to create a Service
Document.
So I simply click
the button, and boom,
I have my beautiful
document filled
with Salesforce
data and images
right here on my
mobile phone, laid out
perfectly.
I can also
choose to select
a different template.
So here, I can see what
the Work Order Default
template looks like.
That is my Parent
Objects template.
And I can see the data
is still all there,
but there's no images,
because that just
wasn't built
into the template
and I want those images.
So I'm going
to switch back.
Awesome.
OK, it's looking good.
I'm going to go
ahead and collect
Lauren's signature
as that official sign
off as proof of work.
So she's going to
type in her name.
She could also just use
her name as signature,
but we want a little
bit of cursive
today, so Lauren's
going to go ahead
and sign, Save.
All right, now I'm going
to be ready to generate.
Simply click Generate,
and it'll just
take a few moments
for the PDF
to actually load onto
the Work Order Overview
screen.
Awesome, OK.
Looks like it's there.
Everything is
looking good.
Let me click into it to
make sure everything's
OK, just to double check.
And awesome.
OK, perfect PDF format.
The signature is there,
page numbers, amazing.
All right, OK,
let's switch gears,
because we do have a
little bit more to cover.
So we saw a bunch of
amazing generative AI
features from
Vincent, from Mike,
and not to worry, we have
that in Field Service
as well.
Your mobile
workers are going
to be able to get up
to speed super quickly
with our new Pre-Work
Brief powered
by Einstein,
our trusted AI.
Keep your private
data private,
but get your
mobile workers up
to speed quickly.
These briefs are going
to be automatically
generated on
the work order,
so it's very familiar
for your field techs.
They use it
every single day
and it's going
to be right there
at the top for
them, super easy,
and the summaries
are also going
to be super comprehensive,
grabbing data
from over 60 fields
across over 10 Salesforce
objects.
So they're going to have
all the information they
need to do their job.
So, we're actually
going to dive back
into the mobile, so I'm
glad I'm geared up still.
Let me just
navigate over there.
All right, OK, here I am
again in field service.
I have another
service appointment.
Don't know what's
going on here yet,
so I'm going to
click into it.
And awesome, I see
my Pre-work Brief.
I'm going to click
on Show More.
And there's a lot
of information here.
I'm not going to read
it all on camera,
but I'll read some
of the essentials.
Like there's a broken
fence in Queens.
It needs to be reinforced.
I need to provide a status
update to the customer
and provide a
full assessment.
I also need to
ensure I have
all the necessary
materials and I log them.
I do need to take a health
assessment, including
a COVID-19 declaration.
All right, this
information
was helpful, so I'm going
to go ahead and give
this summary a thumbs
up to give Salesforce
my feedback.
And awesome.
I even get a little
bit of thanks
for giving feedback.
All right, let's hop back
in to a little bit more
we have to cover today.
All that was
super exciting,
and we have even
more, so I'd highly
encourage you to
check out our release
notes for the things we
could not cover today,
but I want to just
add a few more,
just a little bit of
sprinkle on the end.
So, more for
spring '24, we're
having Lightning Web
Component Plug-ins.
It's now going to be
super easy to bring
native functionality
like bar code
scanning, near-field
communication,
and optical
character recognition
right into your
customized pages.
So really exciting.
And then, for all of
your customers using Data
Cloud, we are now bringing
you an out-of-the-box
data bundle to make it
super quick to get time
to value and get
360 Insight across
your customers and assets
for proactive service.
And then finally,
Operating Hours Sharing,
we know this data
is a little bit more
sensitive, and
you're now going
to be able to
control those sharing
rules, [INAUDIBLE]
defaults, guest sharing,
for security
and compliance.
All right, thank you
so much for tuning in,
and I'm going to hand
it back to Gillian.
Thank you Ifechi.
Oh, my gosh, we got
a costume change.
I'm so excited.
Well, I bet you have a lot
of questions about what
you just saw, so
please make sure
that you ask your question
either on the Trailblazer
community or right here
natively in Salesforce
Plus in that Q&A tab.
You can also ask your
question on social.
We are keeping track of
X with #SalesforceRRL.
Speaking of social, Mo,
what is going on online?
There is a lot
of excitement
for the content that you
just showed in the demos.
I mean, look at you.
You look amazing.
Thank you for that.
[LAUGHING]
Great stuff.
Great stuff.
So.
Love this, wow, this
is really cool, wow,
this is super,
that's fantastic.
So these are
all the comments
from our
Trailblazers for you.
All right, so we also have
some questions as well
for you.
Yeah, you're now
in the hot seat,
so I'm glad
you're prepared.
I'm protecting the
head for the hot seat.
All right, so the
first question
is, do I have to rebuild
my existing service
report templates?
That's a great question.
And no, you do
not have to.
You can migrate
your old templates
with change sets,
but do feel free
to customize them
after, especially
to add some of
those images
and things like that.
I love that.
OK, well, I have
questions, too.
So, I mean,
first of all, I
want to know how to
demo like you do.
But the question
about your products--
we can get to that--
so the question I have is,
where does the Pre-work
Brief get generated?
So it's generated on
the work order overview
screen and it'll
get refreshed
every single new day that
the technician logs in
so that the data
is most up-to-date.
Yeah.
Thank you.
Thank you.
All right, Mo.
Yeah, I have a very
interesting question
here.
What are the
standard components
available for
Document Builder?
I'm wondering specifically
about grid capabilities
and showing
related records.
OK.
Totally.
Awesome question.
I know we saw that really
quickly in the demo,
but let me expand
more, and I'll
start with the grid.
So with the grid,
you can add it
to the header,
body, footer--
so anywhere you
want-- and you
can control the number of
columns that you can add.
You can go up to 12,
which is a lot of columns,
but we're giving
them to you.
And you can specify
padding, formatting,
really just
super flexible.
So that's one, and then
for the related records,
yes, that's also something
you have the ability
to do.
Specifically, you
can show records
from any of the child
objects' records.
And so, you can add that
on to your template.
You can choose
up to 10 fields
to show from your
related records.
And now, for some of
the other components,
we have things like
Images, Image Gallery,
which we saw, as
well as Signatures,
of course Rich Text.
So yeah, lots of good
standard stuff there.
And what I love about
that is it's very similar
building
experience as we've
seen in other parts
of the platform,
like Lightning
App Builder.
I mean, so it's a very
kind of intuitive way
to build in Salesforce,
which I love.
That's exactly
what we want, yeah.
Super quick.
I love it.
I love it.
Thank you.
All right, well, we
have more questions.
And now, it's open
up to any of you.
You're all now in the
hot seat together.
So, let's go ahead
and get into some
of these questions.
Mike, this is
actually going
to come back to you.
This is from Divya on the
Trailblazer community.
Will Knowledge
articles also
be displayed based
on the conversation
along with
service replies?
I think we kind of
saw a little bit
of that in Vincent's
section, too.
So, in our summer
release, Safe Harbor,
we are working on making
recommended Knowledge
articles conversational so
that if you're on a voice
call or an enhanced
messaging session, then
you'll get streaming
Knowledge-based
recommendations as
the conversation
turn-by-turn.
So, sit tight.
We're working
on it, and it's
being made right
now with a view
to have it done
for summer.
I love that.
Again, forward-looking
statement, but it
sounds really.
I mean, it sounds great.
I'm in.
Support.
Mo?
Yeah, I have a very
interesting question
from Steven on
Salesforce Plus,
and I think this is,
again, for you, Mike.
Does the Case Wrap
Up just update fields
on the case?
How can it be used to show
the interaction the agent
had on the case?
A good question.
Right now, it's
a feature which
is built around
speeding up the time
to log the interaction.
If the need is more
for understanding what
the agent actually
did, I mean,
we have other
ways of doing that
with Field Update Tracking
and just general tracking
how actions are used.
So, it's not
really tracking
like the step-by-step
an agent did.
It's more like
that 60 seconds
or whatever it takes
to log the interaction
at the end of a
conversation, that's
where it's trying to
reduce the time for wrap
up.
I like it.
That's a good
clarification
on the intention
of the feature.
Thank you.
I appreciate that.
OK, well, I'm going
to ask a question now.
Mo, is that OK?
Sure.
OK.
Are you sure?
Yeah.
OK.
All right.
I mean, you get all the
really fun questions.
I only get some of them.
So, I'm going to live
it up while I can.
All right,
Vincent, you seem
to be popular in the
questions area here.
So this is a
question from Sheryl
on Salesforce Plus.
Is conversation
mining only
available for
messaging, or is it also
available for
Email to Case?
So, a little bit of a
long answer, because we're
adding more and
more over time.
So, Einstein Conversation
Mining works right now
for cases and chat.
Mike said earlier
messaging is coming very,
very soon in,
I think, April.
And then, after
that, we'll
have additional channels
like Voice and WhatsApp
and SMS.
All that's coming,
but right now,
yeah, we already
have email right now.
I love that.
Hey, we already have it.
That's great.
Thank you.
All right, Mo.
Yeah, I have a question
for you, Ifechi.
Does Pre-work Brief
use information
from attached documents?
From attached documents.
At this point,
it does not.
It's pulling directly
from fields on objects.
So if you have that
attached document
information, pull
it into a field.
Maybe you have
a derived field.
You could do that.
But as of today, it
is just the fields
on the objects.
Yeah.
But if you really
want that to happen,
post it on the
Idea Exchange.
Do post it on
Idea Exchange.
We're listening.
This is why you
tune into RRL.
You get that real time
feedback and suggestions.
I love it.
OK, I'm going to
ask a question now.
Yeah.
Is that cool?
Sure.
OK.
All right.
Thanks.
Some tension here.
[LAUGHING]
It's RRL.
We get really serious.
We take it very, very
seriously, clearly.
Ifechi, I'm actually
going to come back to you
with another question
about Pre-work.
Does the Pre-work
great Brief
get updated immediately
if the field information
changes, or is it
only once per day?
That is from
Angelo as well.
That is a great question.
It is once per
day at this point.
Again, if this is
a need for you,
please put on the
Idea Exchange.
But the way we
see it is, hey,
I'll have my service
appointment on the day,
and so I need the
brief on the day.
Yeah.
OK, cool.
All right, Mo,
back to you.
There's a lot of questions
There are a lot
of questions.
This is good.
I just want to
remind everyone that,
if we cannot answer your
questions due to time
shortage, we'll definitely
get back to you via
the Trailblazer Community.
So the question
is for you, Vince.
Do we need AI for Service
to use Unified Knowledge?
No.
Unified Knowledge
benefits AI,
but it's its
own standalone.
So yeah, it benefits
agents and customers
as well.
So, yeah, it's separate.
I love that.
I don't think we talk
enough about the Unified
Knowledge.
Like, for the
last 10 years,
we've been
encouraging customers
to load your stuff
into Knowledge,
to use Knowledge.
And now, like,
this is huge.
Yeah.
Like, even
indexing websites,
like you showed.
That's such a
game-changer, I think,
for our customers.
Yeah.
I mean, Mike, I love
that you pointed out.
I mean, talk about that
just a little bit more.
Like, you said
you've been working
on it for 10 years.
Like, what is like
the main motivation?
I mean, we kind of
saw in practice here,
but talk to us a little
bit deeper about that.
Overwhelming feedback
from our customers
that there's needs,
it doesn't make sense
to migrate all content
into Knowledge,
and that we have
repositories which
have been around
forever and there's
valuable stuff in there
and it may not fit
exactly into Knowledge.
So, even just like
public website content,
like scraping that
and presenting that
as part of
Unified Knowledge,
using that to fuel our
generative responses
like service replies
and work summaries,
that's huge.
Yeah.
One of the main feedbacks
we got from our customers
was that, your
product is great,
but we just have knowledge
that's sitting elsewhere.
Right?
Like, when can you
get it to the point
where you can pull
it in without having
to manually import and
export and bug them
to do that all the time?
And this is our solution.
We understand that you can
use Salesforce Knowledge
for your support,
organizational details,
and stuff, but
like there's
going to be a lot
of information
and a lot of content
that represents how
your organization
thinks and behaves
that's stored outside.
And we get it, and this
is the solution with that.
Oh, I love that.
I love that.
It's giving me some vibes
about, in Data Cloud,
we're doing
unstructured data,
kind of really
opening it up so
you can bring that
external information
that exists into the
power of Salesforce that
will now connect
with all you're doing
within your business.
So, I like that.
Very exciting.
Mo, you got more
questions, I'm sure.
Yeah, before I
get into question,
there is something.
Very interesting
comment made by Chrissy
on Salesforce Plus.
That Form Functionality
you showed
would be great for
non-field service use
cases as well.
So, it looks like your
team has some work now
to influence the other
parts of the platform.
Absolutely.
Because of the
excellent work that you
all have put in.
It's like Doc Gen. Doc
Gen isn't limited to field
service use cases.
Like, Doc Gen is
throughout our platform,
throughout our products.
Absolutely.
And Chrissy, share
us your use case.
Tell us what you'd like to
use it for so that we can
understand better
about how we can extend
that capability.
OK, I have a question now.
Vincent, this is
coming back to you.
This is from TK on
Salesforce Plus.
Does generative
AI work if we
have an external
knowledge base that is not
in Salesforce knowledge?
We just talked about this.
We just talked about it!
We just talked about it.
We watched the demo, yeah.
Yeah.
Absolutely.
Unified Knowledge,
everyone.
Here we go.
All right, Mo.
There's a question
for you, Ifechi.
Is Document Generation
limited to field service?
Well, as Mike
just said, we
have it throughout
our product.
The way we have
it today, we've
made it so that it works
mobile and offline.
We know that's a really
big use case for field
service, but we have
a ton of other Doc Gen
that happens online,
on desktop, absolutely.
Awesome, awesome.
I love that.
OK, Vincent, I have
another question
coming to you.
This is from Brian
on Salesforce Plus.
What needs to be enabled
for Search Answers,
and does any training
against your existing
knowledge base
need to occur?
For Search Answers, no.
You don't need to do any
sort of training on it.
The way it
basically works is
that we have Einstein
article recommendations
basically pulling back and
pulling the top Knowledge
articles in real time,
and then we're basically
using GPT as
a layer on top
of that to summarize and
look through all of them
and summarize
the response.
So yeah, it's
something that
is off-the-shelf ready.
You don't have to do a
whole lot of day zero
training for it, but
you should make sure
your knowledge articles
are up-to-date, because--
Data cleanliness
and accuracy.
Garbage in, garbage out.
Awesome sauce in,
awesome sauce out.
Yeah.
I'm going to start
using that instead.
Awesome sauce in,
awesome sauce out.
Yeah.
As someone who says
awesome sauce maybe
a little too much,
I'm going to pick up.
It's a good excuse
to use that now.
I love it.
All right, Mo, you
got another question?
Yeah.
So, is there an
offline capability
for the Field Service
Mobile Document
Signature Gathering
and Barcode Scanning?
Oh, yes, definitely.
Those are designed to
work offline, yeah.
Because you're going
to be out in the field.
Like, you're going to
be out in the field.
Yeah.
You never know--
You never know.
Yeah, exactly.
That's great.
All right, OK,
oh, and then this
is another question
about Document Builder.
Everyone wants to
use it on everything.
So, yeah, Tamlin
on Salesforce Plus
says, I would love to
be able to use Document
Builder on all objects.
Like, maybe on Opportunity
or Custom Objects.
Sounds like, Ich, we can?
Idea Exchange.
Go.
Idea Exchange.
Yeah.
Today, I'll say,
Document Builder, you
can build against
your service
appointment,
your work order,
your work order line item.
Those are the objects
we're focusing on
for field service.
Those are like
our hero objects,
but definitely hear you
on the opportunities,
the other things.
Hopefully, some of
the Related Record
functionality can
help with that,
like opportunities
related to what you have.
But might be an
Idea Exchange thing
if you had something--
Well, now that we've
got it on those Objects
and now we've got
the infrastructure,
maybe it's a
possibility we
could bring
that capability
to some other
objects, too.
So yes, Idea Exchange.
Yeah, super interesting.
Post it on the
Idea Exchange.
Ich, again, for
doing a great job.
All the other
clubs want it now.
All right, there's a
question from Brian
from Salesforce Plus.
And Vince, this
is for you.
What needs to be enabled
for Search Answers,
and does any training
against your existing
knowledge base
need to occur?
I think we just said that.
I think we just did that.
Yeah, sorry.
See, there's so
many questions, Mo.
It's hard to them through.
But, yeah, I
mean, Vincent,
if you to readdress
that, go right ahead.
Yeah, no.
No sort of day
zero training
needed, but definitely
keep your knowledge
articles up to snuff.
Awesome sauce in,
awesome sauce out.
Let me just keep it
short and simple.
OK, Ifechi, you
showed this briefly
in your demo, but Lisa
on Salesforce Plus
wants to know
specifically,
where can I find
Document Builder?
Yes, so it's going
to be in Setup.
Search up Document Builder
in that Quick Find box.
It's going to be
under Field Service.
Yeah.
Excellent.
See?
Everybody wants it.
Everybody wants
to get their hands
on Document Builder.
I love it.
All right, Mo.
Yeah.
So, there is a
question from Divya
from Trailblazer
Community.
Thank you, Divya,
for your question.
Will Unified
Service Knowledge
suggest relevant knowledge
or cases or discussions
from all
configured sources
when a customer starts
live chat so it deflects
case creation?
Yeah, so, the use
case we talked
about with Unified
Knowledge earlier, it's
not just for Gen AI.
It's for every single
platform capability.
So, it's for reporting.
It's for flow.
It's also for article
recommendations,
also for Einstein
article recommendation.
The beauty of it is,
Unified Knowledge,
from inside, just looks
and feels and breathes
like knowledge.
So, yes.
So you can use robots,
like the knowledge
action and bots, you
can use that, too.
Yep.
So it's like just indexing
a different collection
of articles,
which can be used.
Agent Experience, the
community, the bot,
whatever.
Yep.
I love that.
It's Unified, right?
It's in the name.
Unified.
Yeah.
All right, looks
like we still
have a lot of questions.
So just as a reminder,
keep your questions
coming.
We have a few
minutes left,
so I'm going to
take the opportunity
to talk to you
all a little bit
about future-looking
stuff and what you're
looking forward to,
but as a reminder,
please continue
asking your questions
both in the
Trailblazer Community.
If we did not get a chance
to answer your question
or you're watching
this on-demand,
ask it in the
Trailblazer Community
and we'll follow
up and make sure
that you have got
an opportunity
to get an expert
answer right in there.
OK, so I love asking
this question,
because you all
build the products
that everybody uses.
So, looking forward
to spring '24
and even summer, we
had some conversations
about that, what specific
feature or capability are
you most looking
forward to seeing
what people do with it?
Ifechi, I want to
start with you.
Yeah, so, again,
forward-looking
statement, safe
harbor, but I'm
very excited about coming
Prompt Studio Integration
for the Pre-work Brief.
So right now, it's
just configured out
of the box, make
it quick and easy,
but we know admins
want to go in
and they're going to have
their own specific needs
for the business.
And so, being able to
engineer your own prompt
that's going to print
out a Pre-work Brief that
looks exactly as you
like it, maybe have some
of that extra
information we
talked about that
it can pull from,
I think it'll be
really cool to see
what different customers'
Pre-work Briefs will
look like and what
information they're
pulling.
Yeah.
I like that.
Yeah, giving
admins the ability
to make that even a more
customized experience.
Yes, exactly.
OK.
I mean, I love giving
admins more power,
but that's my
personal thing.
All right, Vincent,
what about you?
Are we talking
about spring
or moving on
beyond spring?
Just looking ahead, yeah.
OK, I talked about
a little bit,
but apologies, didn't
cover it in the demo.
But what I'm really
excited about
is the upcoming wave
of all these co-pilot
standard actions that
are coming about.
So, starting in
spring, we'll have,
again, this Knowledge
Action Copilot, right?
But what is
really happening
behind the scenes is
we're building out
a bunch of Copilot
actions for agents,
for supervisors,
for admins,
and we're really excited
to see which actions
that we're building
that are being used,
but also what
sort of actions
you guys end up
building as well.
Yeah.
I know I heard that
hmm over here from Mo.
That word build
says, I'm excited.
Mo.
All right, Mike,
coming to you.
For me, it's mobile.
So, right now, agents
need to be in the console.
They need to be
online in Omni
in order to
receive and engage
with conversations,
but we have collected
so much feedback from
our customers who
want to have
conversational
experiences that
interacts with desktop
on Salesforce
mobile, and this
will help with
clienteling with WhatsApp
in Latin America.
This will help with
financial services
clients who want to have
a secure SMS messaging
app that's accepted
by their business.
Really excited
about just expanding
the reach of messaging
beyond the desktop
and having an
interop experience.
So yeah.
I love that.
Well, I mean,
letting people
who are in the
field like Ifechi,
really be able
to take advantage
of the technology.
Trot right with
Lauren Bailey, yeah.
Even Lauren Bailey,
getting BFFs.
I love it.
Well, I really want to
thank you all so much
for joining us today.
It's been wonderful to
see all the innovations
that your teams
are building
and I really appreciate
you spending the time
to be here and
directly answer
the questions of our
Trailblazer community.
And Mo, thank you
for representing
and being in the
chats with everybody.
Absolutely.
It's just a
pleasure, as I said,
to be with these
Trailblazers,
help them in
any way I can.
And speaking
of those of you
Trailblazers watching,
you can still
ask your questions.
So, if for some
reason, we didn't
get to your
question, we promise
to get you an
answer if you ask it
in the trailblazer
community.
We will make sure that
we have expert moderators
in there and we'll
get the right product
representative to
answer your question.
Now, we've got a lot
more coming in the spring
'24 release, and that
continues this afternoon.
Not even this afternoon,
in a little over an hour,
we'll be right back
here with Flow,
one of our most popular
Release Readiness Live
shows, and we've got
the Admin and Developer
preview coming tomorrow.
So thank you so
much for tuning in.
Really appreciate
your feedback.
Keep it coming.
Have a great day, and
we'll catch you next time
in the Cloud.
[MUSIC PLAYING]
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Service Cloud Spring '24
Watch product experts share the top features in the Spring '24 release. Get the latest on Core Service, Digital Engagement and Service Cloud Voice.
Starring
- Gillian BruceSenior Director, Developer Marketing, Salesforce
- Ifechi IlozorSenior Product Manager, Salesforce
- Mike CliffeDirector, Product Management, Salesforce
- Vincent PhamSenior Director, Service Cloud, Salesforce
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