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Welcome to Release readiness slide.
It is important to watch Release
Readiness live so that you get
a snippet of the coming
attractions of the functional
that's coming from Salesforce.
We really focus on the features
that are going to be most useful
and impactful with release readiness.
Why have you got the great opportunity
to actually hear from the mouths
of the people who spent a lot of time
thinking about what exactly
you all, as Salesforce developers
and admins, are actually wanting to see.
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 evolution of our products
is really about to start.
Let's get started. And.
Welcome to Release Readiness
Live from San Francisco.
I'm Jillian Bruce, director of developer
marketing at slack, and
I am honored to bring you
Release Readiness Live so that we can dive
deep into all the new product innovations
coming your way in the next release.
But before we get into all of that,
I need to remind you to 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.
Thank you for investing your time
with us to learn about what's coming in
the Summer 24 release, and thank you
for all the feedback you provide us.
Your feedback
is what helps our technology teams build
solutions centered around your experience.
Now we've got a great lineup of release
readiness content for you.
This is our last show of the week,
but we still have a lot to cover.
This week
we kicked it off with Sales Cloud.
We had Salesforce Flow, we had the
developer Preview, CRM analytics,
and then we just had admin preview
and now we're going to get into service.
Now, if you missed of any of the shows
from any portion of the earlier
in the week, you can watch them on demand
anytime right here on Salesforce Plus.
Now we have our service
cloud product experts standing by ready
to show you some of the top features
coming in Summer 24.
So get ready to spend
the next hour together
with our product managers here in person,
who will be giving us
live demos highlighting
what's coming for service in summer 24.
And it's not just about all of us
here in the studio.
It's about you.
We want to answer your questions
about all these new features, so join us
in the chat right here on Salesforce
Plus where we've got dedicated
product experts
standing by to answer your questions.
And we'll take some of your questions
and ask them live right here in the studio
with our product managers.
So let's get going.
First up we have Ruchi Kumar,
Director of Product Management here
to show you how you can seamlessly unify
all of your organizational knowledge.
Ruchi, take it away.
Thanks so much Gillian.
I am so thrilled to be here today
to share with you all the exciting
innovation we have coming this release
in the world of knowledge and AI.
So let's get to it.
So in summer 24
we are very excited to GA
Unified Knowledge.
Now Unified Knowledge brings together
all of your organizational knowledge
within Salesforce.
This allows customers
to bring in knowledge from third
party systems and even external websites.
This unified knowledge
base can be exposed across every customer
touchpoint and search experience,
and it can be used to ground generative
AI for service products.
Even better,
Unified Knowledge is available
as a free trial to all customers
with a knowledge license.
And so you should head over to set up
today to enable the product
with unified
knowledge, your teams can seamlessly
unify and surface
all your organizational knowledge
in one spot through the Salesforce set up.
You can bring in third party systems
like YouTube, SharePoint,
soft, Google Drive and S3 bucket,
and even external websites.
We will ingest these data sources
into a knowledge article object on core,
enabling you to provide
a unified knowledge base to your agents
and your customers.
Now, this unified knowledge
base is available
anywhere that you use knowledge today.
So it's in our messaging channels.
It's in our generative AI products.
It's within the agent console.
And it's also available
through our self-service portal.
We can't overstate
how important knowledge is.
Knowledge sits at the heart of Einstein.
Generative AI for service.
By grounding your generative
responses and answers
in your organizational knowledge.
We add a layer of trust and can ensure
that your generative content
is specific
to your organization's processes.
And now, thanks to unified knowledge,
you can ground your generative content
in the full breadth
of your organizational knowledge.
But don't just take my word for it.
Let's jump into the demo
to see all of this amazing innovation
and access in an action.
So we're going to start
out at everyone's
favorite part of Salesforce the setup.
And as you can see here, Salesforce
is letting me bring in third party
data sources.
But for this purpose
I'm going to connect
to content via Confluent and Google Drive.
Now for every system I connect,
I can configure
to which audience
I wish to show the ingested data.
Which record types I want to use,
and I can even map the labels
from the source system to my field values
and data categories in Salesforce.
You've told us how important it is
to maintain the taxonomy
of your source system.
And we've heard you loud and clear.
Now that I've connected my knowledge
sources, I can use them to help
my customers.
Or better yet,
I can have my customers help themselves.
So in this example, I'm
a customer who has a few questions
about the garbage pickup services
offered by my city, Pacifica.
So I head over to Pacifica's website.
I type in my question into the search bar,
as you can see here.
And then in the matter of a mere moment,
thanks to unified
knowledge and Einstein,
I have an answer right at the top.
So this saves me so much time.
I don't need to scroll
through a large list of articles
to find my right article,
and then I don't need to dig
into that article
to find the right section.
That will answer my question.
Rather, I have my answer instantaneously
and right at my fingertips.
Now, if I have additional questions,
I can start a chat with a generative bot.
And this generative bot
also has generative content
that's grounded in unified knowledge.
If I have further questions, I can ask
the bot to transfer me to an agent,
which is where I'm going to pick up
and put on my agent hat
and accept an incoming chat request
from a customer.
Now, as you can see on the right hand
side of the screen, I'm presented
with service replies, which I can edit
or send back directly into the chat.
Now, to produce these service replies,
Einstein leverages CRM and unified
knowledge to provide a response that's
contextual to the chat conversation.
And that's really what sets Salesforce
apart through the power of CRM
plus data plus AI.
We can provide a response that's
trustworthy in line with the customer
question, and relevant and in line
with your organization's processes.
Now, when the conversation is over,
Einstein can summarize
the conversation and wrap up the case,
saving your agent so much time.
So finally, let's see
how unified knowledge
and field service are integrated.
So for this example I am a field service
technician and I arrive on site.
I open up my field service mobile app
and I begin chatting
with Einstein Copilot
to understand how to proceed.
Now for all the questions
I ask, Einstein is able to give me
a natural language answer back.
And for this response,
it's grounded in a PDF via a Google Drive.
So this saves me so much time.
I don't need to go in and open up
the Google Drive, then dig through the PDF
to find my answer.
And you're going to see so much more
of this goodness in my colleague Sabina,
his presentation around
unified knowledge and field service.
So that's it for me.
I love to hear the questions
you have, Gillian Richie.
We got a lot of questions.
And also amazing job.
That's great.
I mean, understanding how you can pull
all these different data sources
really get that answer quickly.
It's pretty powerful.
Yeah, it definitely has a lot of goodness
there, a lot of goodness
and a lot of goodness.
Well, welcome to the hotseat.
Thank you,
thank you I definitely feel hot.
Well, you're in the
hot seat because this is the chance
now to get a bunch of questions answered.
I'm sure people have questions online
and this is your chance to type them.
Go ahead and put your questions
right here in the chat
right here on Salesforce Plus.
And we will be able to ask them live.
So all right you ready I'm ready.
You ready. Okay good.
All right.
So first of all,
we have a question here for you.
How do I enable unified knowledge.
Great question.
So, you can enable it in set up today
and you're
you got a free trial as I mentioned.
So in a sandbox.
Or you can get a three month trial
and in a production,
or you can get a six week trial.
And then should you need more on longer
there, you can work with our partner.
Zoom in and you will get, the ability
in this free trial
to use, three connector instances.
So I mean, we all have free trials.
Yeah, I know I do.
So you should head over to set up today
and enable it.
That's great.
You can get hands on right now. Wonderful.
I love that, That's great.
Okay.
We have some questions coming in here.
from Salesforce.
Plus we have a question from Sam.
similar to enablement,
what permissions are needed to show
unified knowledge and setup?
Do you know?
Yes. So, I would say, Sam,
it's pretty much in line
with the permissions that are needed
for a regular knowledge article.
We have the same sharing rules.
and yeah, we honor what's
what's going on in Salesforce.
And so if you have permissions
as an admin to
or as a knowledge manager,
you should have the same permissions
to use unified set up.
Again, it's like a it's
why Salesforce is so great.
You set it once and then everything else
you build on top of
that will respect that.
We're trying to make it easy for
you. Okay. That's wonderful.
okay.
we have another question
coming in from Salesforce.
Plus, this is from comma.
Do we need Einstein
in order to use unified knowledge?
You do not need Einstein
to use unified knowledge.
But Einstein can run on the data sources
that are coming from unified knowledge.
And so that's what makes it really great.
because unified knowledge lets
you bring in more sources,
so there's more grounding data
and therefore you can,
you know, run your Einstein products
even better
because they're grounded in more data.
But you do not need an Einstein
to use a unified knowledge.
Okay, great.
Thanks for the clarification.
We got a couple more questions
here for you.
All right.
So this question is about connectors.
Which connectors are supported
by unified knowledge.
Yeah.
So there's a you can go to help docs
to see the full list that you saw a lot.
Yeah. The demo in the demo
but I'll name a few. Yeah.
You can quiz me.
there is YouTube,
an S3 bucket site
map, Google Drive, SharePoint, confluence.
there's a lot in there.
And so I would definitely encourage
you to go look at the help doc and see
how to bring in all your great data.
I love that, and I'm sure if there's one
that we don't have in there, I'm
sure it's
probably someone's working on it.
I would yes, yes.
Let's wonder if they tuned.
Stay tuned. Yes.
Again, forward looking statement
for anything. For looking.
That's how we do things.
okay.
Another question for you.
Ooh, this is a good one.
We do have a global viewing audience.
So does unified knowledge
support multiple languages?
It does.
So for those of you that were using
the beta up till now, it did not.
But now starting in June when it's GA, it
supports like all of the, the audiences.
So and languages so English, Spanish
I could name a few,
you know, Japanese, French, German, any
anything you can think of what we support.
We want to,
you know, build a global product
and be available
wherever you may be using it.
That's great.
I love that
that's good for our global community.
well, we are going to have plenty
more questions to get to, I am sure.
But we also have more content to get to
because there's
so many more innovations coming.
Summer 24 for service.
So thank you, Ruchi.
I'm going to keep you on the couch,
but you're going to move
slightly out of the hot.
So you're going to go to like the less
hot seat.
All right. The warm seat. The warm seat.
Yeah okay.
So we're going to come back to you.
Thank you so much.
And we have an amazing next section
coming up with a repeat.
our guest the one and only Garrett Nixon's
senior product manager,
who's going to give us a sneak peek
at our newest innovation called My Service
Journey.
Take it away Garrett.
Hi everyone.
I'm Garrett, I'm a PM on Service Cloud
and I'm excited to talk about my service
journey.
You're hearing it first because this is
the first time we are announcing it.
so over
the last 20 years we have developed
a lot of innovations here in Service
Cloud here at Salesforce.
And we've heard from our customers
that it can be difficult keeping up
with all the updates.
And honestly, I can empathize with that.
Someone has been here for three years.
It can still sometimes be challenging
keeping up with all of the things
that we keep innovating and releasing.
And so some customers have been with us
for years or even decades.
Others are just getting started
in that journey with us.
And that's when we realized
we need a solution that can meet you
where you are at your journey
and can also provide,
personalized recommendations
that align with your business goals.
And that's really
what my service journey is.
It is a self-service tool that helps you
answer that pivotal question what's next?
So with that, let's kick off the demo.
So let's say that I
let's say that I am a business leader
at a company, and I'm looking
to improve the productivity
of my service agents.
First we will launch my service journey
and I'll open up the page,
which is available to all customers
regardless of if you have the service
called license or not.
And on the left hand side,
you can see that we have,
bucketed or categorized these capabilities
into different service areas
so that you can focus on the service area
that you owned
or that you care most about.
So let's select the Agent Console
service area,
since that's what we are focused on.
And we can select improve
productivity as our business goal filter.
So we've also received a lot of feedback
from customers that our capabilities
typically fall under one of four major
business goals increase
self-service, improve productivity, grow
the business, and capture better data.
So you can use these business
skill filters to really hone in on the
capabilities that, drive the most impact
against those business goals.
So we'll select improve productivity.
And we can also select and filter
for the capabilities that are,
included in our Salesforce edition
and also related to AI.
Yet if we wanted to search or
if we knew exactly which capability
that we wanted to,
learn more about, we could use the search
bar on the right hand side to view that.
But for now, let's just view
the capabilities
that have populated based on our filters.
We have suggest recommended case actions
to agents, classify
and attribute cases with predictive
I o get relevant knowledge
grounded
search results with generative AI.
This one looks interesting.
Let's double click into it.
And that opens up a detailed one pager
that gives us a lot of helpful
information.
We have a description of the capability.
We have the required products
and licenses.
We can identify key KPIs.
We have a list of helpful resources
and even recommended
usage and implementation best practices.
So let's mark this capability as planned
and add it to our favorites
so we can revisit it later on once
it's time for implementation.
So if we want
to view our favorite add capabilities,
we just navigate back to the My Service
Journey page.
We select the favorites tab,
and here we have a list
of all of our favorite add capabilities.
So if you're ready to see
how my service journey can help your team
thrive, please check it out in Sandbox
and Production Instances.
Thank you.
And what do you think about this, Jillian?
In fact, I have a
I want to say you have more.
Don't you have more to show us?
Well, I, I wanted to quiz you on
how many capabilities
do you think we actually,
have in my service training.
You know what?
That's a really good question.
I don't know, we have
we have over 100, almost 200 capabilities.
Oh, my gosh, 200 capabilities.
That's a lot.
Yeah a lot.
Well, thank you for taking the time
to share that with us.
And I know that we've got questions
in the chat again.
Remember if you're tuning in right now
ask your questions live
because now Garrett is in the hot seat.
So we're going to ask you
a bunch of questions.
let's start with,
well, we've got first of all, sorry,
I got to shout out the shout outs.
Sam was really excited that she got her.
They got their question answered
live on the broadcast.
So Sam. Yeah, see, we're paying attention.
We're looking at your questions.
I can.
All right, Garrett, we've got questions
coming in for you.
So, let's start with,
my service journey and setup.
How does it help with setup?
So right now
we're not really focusing on setup.
It's more for discovery and for,
understanding
all of the capabilities
that we offer and service cloud.
But we do want to integrate this
with setup later on.
I can't promise anything right now,
but that is top of mind for our team.
Forward looking statement.
Exactly. Forward looking statement.
okay. We have a question in here.
I mean, I don't know why
you'd want to do this, but,
the question is, is there a way to disable
my service journey?
Exactly.
That was going to be my response. What?
Why would you want to do this?
because we've developed this tool
ideally to serve everyone.
Like whether you're a business leader,
whether you're an admin, an agent,
supervisor, there's something in there
for everyone, even internal users.
But if you really want to disable this
or disable it
for certain, personas,
then you can admin can do that in setup.
Okay. That's great.
I mean, admins love control.
Yes, they all control.
okay.
Let's see, we've got some more fun things
coming in online.
But, I love to like kind of hear
a little bit bigger picture.
You know, you already hinted
at you're working on some stuff
down the line,
like figuring out the setup piece of it.
tell us a little bit more,
a little sneak peek
Intel and like roadmap
for my service journey, for sure.
So we're still developing the roadmap.
But one thing that I'm really excited
about is grounding,
or using all of the one pages that we have
in my service journey to ground,
copilot moving forward, because that's
the perfect application for it.
So that's what I'm most excited about.
again, forward looking statement.
Yeah.
Well, and that's I mean,
we've kind of heard that is a theme
throughout all of the release readiness
live shows this week about,
you know, really taking advantage
of all these capabilities with Copilot
and AI in general to really be a surface
of the information in a way that's
really easy to consume and really easy to,
you know, help you get your job done.
So you're spending a lot less time
looking for things.
And that's really the natural extension,
I would imagine, of my service journey.
Exactly. Right.
all right. We have oh.
Someone is saying, Tyler,
online is saying that
his favorite part of the show is the safe
harbor, forward looking statement.
Okay, well, glad you like that.
you get to see it,
every Salesforce presentation.
So keep tuning in.
all right.
We have a lot more to get to,
so we're going to keep on going.
So, Kara, you're not out of the hotseat,
but you're going to join
Ruchi in the,
like warm seat, warm side of the couch.
I'm ready.
You're okay.
You're okay. You're getting burned.
A little thing there. Too hard.
Okay. It's a little too hot.
All right, well, don't worry, we're
still going to have questions for you.
But we're going to keep this going because
we have lots more to cover for service.
Up next we have Sabina,
a non product manager here to show you
what's new with mobile Copilot
and field service intelligence.
Take it away Sabina. Awesome.
Thank you Jillian,
I am so excited to be here today
to talk to you all about Einstein Copilot.
This is the first time
that you're going to see conversational
AI in the field service app.
And I know you don't want to hear me
talk about it,
so let's just dive
right into what it looks like.
I'll grab my handy dandy phone right here.
And for the purposes of this demo, I'm
no longer Sabina, I am Jill.
The service agent or sorry,
the technician.
And I'm going to kick off my day
by asking copilot something simple.
I just want to know
how many service appointments
I have today to get my day kicked off.
All right.
Awesome.
So here I see the two appointments
that I have scheduled for today,
and I actually can go ahead and edit
these records directly from this view.
So if I want to say that I am now
approaching my first service appointment,
I can go ahead and update that status
directly from this view.
Now we're looking at the work order
that my service appointment is assigned
to, and I see that there is a ten kilowatt
turbine asset that I'm servicing today.
And that sounds familiar,
but I don't quite remember the details.
So let's see if copilot can help me
learn more about this asset.
I'm going to ask you
to tell me a little bit
more about the ten kilowatt wind turbine.
Copilot detects that there are a few
assets that I could be talking about.
So I go ahead and let it know that
the asset
it thinks I'm talking about
is the correct one.
And let's see what it gets back to me
with. Awesome.
So now I see this
amazing summary with asset information,
including when this asset was purchased,
when it was installed,
warranty information
and more information about the work orders
that have been assigned
to this asset in the past.
And now I'm actually on site,
and I'm trying to troubleshoot
why this wind turbine isn't working,
and I can't quite figure it out.
So let's see if Einstein can help me
do some troubleshooting.
I'm going to ask it why my wind
turbine isn't producing any energy.
And here copilot comes back
with an awesome troubleshooting guide.
And I really want
to bring this point home,
because this is the first time
that you have seen on site knowledge
search on mobile.
And not only does this work
for all of your Salesforce
knowledge articles,
but as Ritchie demoed earlier,
with unified knowledge,
we can pull this data in from any external
knowledge source as well.
So let's see another example.
Maybe I'm getting a little nervous
that I won't be able
to actually fix this turbine,
so I'm going to ask copilot just in case.
If this doesn't work out,
how do I actually return this asset?
And once again, copilot is going to pull
from all of my data sources,
and it's going to give me the
return policy for this asset.
But of course, I am a genius technician,
and I have figured out
that the problem with this asset
is a broken connector cable.
So now I want to place a new order
for some new connector cables.
Let's see if copilot can help me do that.
I'm going to provide the work order
that I'm working on.
I'm going to provide the product
I would like to order.
So six new connector cables.
And I'm also going to give it a due date.
And let's see if copilot
can place that order for me.
Amazing.
So to recap, what we were able to do with
copilot was view and edit records.
We were able to do two on site
knowledge searches,
and we were also
able to place a new order.
Let's switch gears into the back office.
So I'm very excited to announce
Field Service Intelligence,
which is our new kind of innovation
for how you can get more data
driven and maximize efficiency
for your organization.
So today
I'm going to show you three dashboards.
We have the asset
dashboard, the work Order dashboard,
and the Service Appointment dashboard.
And looking forward
you can also expect to see very soon
a resource dashboard
and an inventory dashboard.
Let's dive in and take a look
at what this actually looks like.
So here I am on the Field Service
Intelligence home.
And right off the bat
I'm on the work order page.
And you can see some key
KPIs related to my work orders, including
what my average response time is.
And you can also drill in all of your work
orders by month, by week, by day.
And all of this data updates real time.
And what this allows you to do is over
time, you can look at trends,
you can look at anomalies,
you can prepare for any upcoming surges
in demand that you might expect
and just really dice and slice your data
however you want to see it.
If we
scroll down here, you can also go ahead
and see all of these work orders
broken down by some graphs,
so we can see all of your work orders
by account, broken
down by status
and broken down by priority as well.
And if you scroll down here,
you can actually drill
into all the way to the record level.
So these are all of the records
that are contributing to the dashboards
that I'm seeing.
And if I'm seeing something a little bit
wonky, I can actually click in here
and drill into that record
and take action on it.
Now let's take a look at all these filters
that are up here.
So let's say for example,
I only want to look at all of the work
orders that I have completed
and that I have
completed for a specific account.
You can see our average response
time is not doing
so hot for this specific account.
So we should get on that.
But as you can also see, all of this
data updated in real time.
So we can see only one account
that I'm filtering by.
And these records down here
also updated in real time.
So you can really drill in
and get really granular with what
you're what you're looking to do here.
All right.
Let's switch gears
to the service appointment dashboard.
Again.
Off the bat
I can see all these KPIs related
to my service appointments,
including the average appointment duration
and what my first time fixed
rate is right now.
You can see a time breakdown here,
just like we did on the last
dashboard,
as well as breakdown by account by status.
I work type and the record level view.
Let's say I really want to
boost this 95%
first time fixed rate all the way to 100%.
And to do that, I want to drill in
to all of the appointments
that I wasn't able to complete.
So let's apply that filter.
And now I'll be able to look in and drill
specifically into which appointments
I was unable to complete.
And I can actually click into the record
here as well
if I want to take action on it.
All right.
I have one more dashboard for you all.
Let's switch over to the asset
dashboard view.
This is where you can come to view
all of your assets
availability reliability
and downtime information.
So again you can see this graph.
And you can go ahead and filter
by all those different metrics
and see all of your assets
broken down by status and by product.
And once again
all these records are listed down here.
The last thing that I want to call out
is if there are any insights
that you want to see here,
or any filters that you want to see here.
This dashboard is completely customizable,
so any data that you might want to see,
you're able to modify and configure
this dashboard to suit your needs.
And it's also very easy to set
up. We have a guided setup.
and with that that's all
the dashboards that I have for you today.
Jillian, what do you think?
I have some dazzling dashboards I love it.
Thank you. Savina.
we've got some questions coming in too,
so come on over.
Come on. Welcome to the hot seat.
Thank you very much. Richie and Garrett
will warm it up for you.
So you guys got it a great job.
Oh, nice and warm.
there was a lot
in what you just showed us.
You said this a lot.
You got the intelligence, you got copilot.
Let's, let's kick things off
with some questions I've got coming in.
Reminder, if you're tuning in, please
ask your questions right here in the chat
on Salesforce Plus.
Also, a huge shout out to Leon, who I know
is in the chat answering questions.
Also a previous RL guest.
Thank you Leah,
and thank you to all of our subject matter
experts who are in the chat
answering questions as well.
Okay, so you ready?
I think so, you ready?
Okay, here we go.
So the first question I have for you,
Sabina, is about field service
intelligence.
so can I use or modify
these dashboards to use different filters
or show different insights. Yes.
So field service intelligence is available
to anyone that has Einstein one edition.
And the silver lining of Einstein one
edition is that it also comes with full
CRM plus licenses, so you can use that
to completely configure the dashboard.
Completely customizable to whatever data
you might need I love that.
That's great. All right.
So we're going to continue on that
topic Stuart Field service Intelligence.
so since the data is actually coming from
Data Cloud,
is there a way to link this to core
Salesforce data in order to take action?
Yes. So as you said,
all the data is coming in from data Cloud
so that we can host all of this
amazing data in one place.
And if you want to take any action on it,
you can scroll down to that record
table view that I was demoing.
And that's where you can kind of drill
in and see specific records
that might have an anomaly
or might be acting up a little,
and you can click in
from there to take action.
Okay, I like that. That's great.
okay.
We've got lots more questions
coming in here.
we're going to switch gears
a little bit and talk about copilot.
Kind of a hot topic.
This is like a part of every single show,
as it should be.
let's talk about what actions
are supported, in copilot on, on mobile.
Yes. So anything that is supported
on desktop or on the Salesforce
mobile app is also supported
on the field service mobile app.
So search summarize
all of those standard actions.
There isn't any difference
in what's supported.
looking forward though,
you can expect to see in the near future
some field service
specific actions coming out.
So keep an eye out for those I love it.
I will field surfaces
always a little special.
We were actually just talking about that
in the admin preview, where I'm
putting Diana on the spot
about some of the specific flow questions
about field service, which is like, well,
it's field services a little different.
So we have to check with that.
but that's great. Good to hear that.
and I mean,
since we're talking about mobile, I mean,
especially technicians are going to be out
and about and they may not be connected.
So it's copilot available offline.
Unfortunately, Copilot is not available
offline at the moment.
You do need an internet connection
to ask copilot questions.
However, you are able to look at any
previous conversations
that you had with copilot
without a connection.
Because we know a lot of our technicians
are offline a lot.
That's great
because I mean, you probably have asked
a similar question in the past,
or you can at least look at that data,
all the information from previous queries.
That's great.
good to know.
All right.
Let's see what else
we have coming in here.
we have a question here from Salesforce.
Plus, Marc Brousseau
wants to know, do the dashboards
require CRM analytics?
So they only come with Einstein
one edition
which will come with CRM analytics.
Yes. There you go.
Excellent. Good question Mark.
Okay.
we've got one more for you
before we kind of move on here.
Let's go back to copilot for a minute.
what?
in order to access the
the field service app.
what do people need?
What kind of anything additional
that they need to access it?
to access
copilot in the field service? Yes.
you will just need to enable
copilot in the org
and make sure that your license or
your permissions are configured correctly.
But if you have their copilot licenses
and you have your field service
and all the licenses, you don't need
anything additional to configure it.
Great. Good to know.
Okay.
Oh, I think people are excited
to get their hands on and start using it.
we've going to
we're going to get more questions to you.
So keep asking them in the chat.
We get everybody here. Pretty soon
we're gonna be able to ask anyone
of our product managers of questions.
but thank you so much, Sabina, for
surviving the hottest seat on the couch.
I will welcome you
to the rest of the warm couch.
but we're going to move on
to our next section here.
So next up,
we have another repeat URL presenter.
We've got Ben Tannehill,
who's an associate product manager,
and he's here to share everything
you need to know to boost your agent
and supervisor productivity.
And you're also going
to learn a little bit about how to build
seamless engagements
for using Einstein and Omni for mobile.
So Ben, take it away.
Thanks, Julian.
Super excited today to talk a little bit
about digital engagement
and the exciting things
that we have coming to you.
I'm going to today talk a little bit
about email messaging and omnichannel.
So with that let's jump right into email.
So the first thing that I want to chat
about is an exciting way for agents.
And supervisors
to catch up on emails more quickly
when they're taking a look at cases.
So now via Einstein email summaries,
we have a nice summary
of both email threads
or individual emails, which allow
your agents or supervisors to take action
faster when they're looking at a case.
Moving on to the exciting stuff
on messaging
within the agent experience,
we are excited that we are now supporting
five new languages
for our mid-conversation summaries,
and we've allowed for more customization
whenever your agents are,
looking to transfer using queues
or flows or profiles
within our messaging for in-app and web,
we are now allowing secure forms.
So now whenever your customer
customers are sending over sensitive
or confidential data,
they can rest assured that it is not
being seen by unwanted eyes.
we've also introduced
Einstein conversation mining to messaging
for an app and web, which has been
highly requested by our customers.
And over on third party messaging,
we are focusing in a big way
on increasing the amount of work
that we have on our enhanced channels.
We're looking to migrate everything
from standard to enhanced, which is why
we've upgraded SMS and Facebook Messenger
both over to those enhanced channels.
Now, something else
that I want to touch on
that's really exciting
is our unified conversations for WhatsApp.
Think about this as saying goodbye
to the no reply that you might
that your customers might experience
when they're getting messages on WhatsApp.
To touch on this a little bit more.
Whether your customers are receiving
promotional content for marketing,
cloud or service messages
all on one on WhatsApp,
they can respond in that same chat,
decreasing the amount of friction
that they have there.
So they're not juggling different chat
messages, receiving promotions
and from different numbers, etc.
we're really trying to personalize
the experience for our customers.
For your customers, I should say.
and, and make this more seamless.
Another important thing
that we have coming is omni for mobile.
This has been highly requested.
We are really excited to allow our agents
to be using Omni on the go,
where we're taking a look at our
our agents that are hybrid
that are going to and from the office,
for sales and, service.
And really the hope here
is to make agent response times faster
and increase
those customer satisfaction scores,
all while staying within that Salesforce
ecosystem.
confidently.
So with that, let's
go ahead and jump over to our demo today.
today I'm going to be Lauren,
who is a VIP customer for Ohana Hotels.
Lauren has an upcoming reservation
this weekend,
and she's looking to upgrade her room.
So Lauren hops on her mobile device,
which you can see on the right hand
side of the screen here.
And Lauren pulls up
Ohana Hotel's website
and she gets a service conversation going,
here on the website.
Now, I'm going to touch a little bit
about status based capacity,
which is going to make her preferred
agent, Tim,
and even more productive agent
as he responds to her messages.
So Tim,
he's going to be using the status
based capacity so that when he's moving
between his other work items, or
maybe he needs to step away for a moment,
he's doing so
without disrupting their conversation.
Status space
capacity is all about allowing
for more ownership for the service agents
and simplifying the routing
when there's pausing or resuming going on.
So over on the left hand side,
you can see Tim here.
He's working in the service console.
He'll
go ahead and set himself as available.
And let's see on the right hand side
you can see that Lauren is reaching out
saying she needs to upgrade her room.
Lauren shoots off that message here,
and it looks like we have on Tim's
dashboard here.
There's a new message coming in.
He'll accept that and we can now see,
this conversation
ongoing so Tim can now go about his day.
He can take care of this,
let Lauren know that he's working on it,
and he can resolve that
in a separate window.
Tim can move about other work items
at whatever pace he likes, so he's
maybe checking out this other case.
He's maybe even clearing this,
this past hab.
But whenever he's ready
to come back to Lauren's message,
he can open that up
without any disruption.
Lovely.
now, let's fast forward
a little bit in time
and let's talk a little bit
about unified conversation for WhatsApp.
So Lauren has had a really wonderful
stay at Ohana Hotels,
and she receives her invoice
as she leaves,
but she notices a slight error
on that invoice.
And so Lauren, she wants to resolve it
using her preferred channel, WhatsApp.
So Lauren doesn't need to come back
into this, previous chat that she had.
She can just go back and pull up
WhatsApp on her screen.
So let's move over to Lauren.
She's now here, using her WhatsApp app
on the right hand side of the screen.
You can see that there she's received
a previous promotional text
or WhatsApp message from Ohana Hotels
letting her know she has a promo code.
But now in that same chat, she can let
them know that she has invoice problems.
Checking
to send off a quick message there.
And what I want to showcase
now, as we've shown this, this ability
to have this two way conversation on
WhatsApp is also the exciting stuff
that we have coming to Omni for mobile.
So now we're jumping back over
into Tim's shoes and he's going to pull up
his Salesforce one app.
And within the Salesforce One app,
which you can see
on the right hand
side, Tim can pull up his inbox.
Now, what you're seeing on both sides,
my screen are the same thing.
They're both the omni
inbox Tim is making himself available
here, ready to receive messages.
And there you go.
You can see a support message,
sent from Lauren in the past.
You can see the promotional message
that was sent out,
and now we have some invoice problems.
So, what we have here really
is an amazing opportunity for customers
to engage with their service agents,
whether their service agents are on mobile
or on desktop.
We want to increase the productivity
of our agents using status based capacity,
and we want to have better
customer satisfaction,
all while staying within that Salesforce
ecosystem.
With that great visibility and compliance.
So really excited
about the amazing innovations
that we have coming to digital engagement.
And I'm really excited
to hear your questions.
Bring it on, Julian.
Excited to hear you have.
Well, why don't you bring it out over here
and then we'll bring on the questions.
sounds good.
Great job.
And I, I love seeing kind of the
that mobile that really
the real time connection between mobile
and desktop and all of that.
I think that was really great. Great.
Got to have that real time connection to
really have, you know, good communication.
Absolutely.
But digital engagement
is all about digital engage.
Well, we're going to engage
with you digitally with everyone viewing
because now you're in the hot seat.
So welcome. Great. Thank you very much.
And reminder to everyone tuning in.
Please
ask your questions here in the chat.
We are going to have an opportunity to ask
all of our product managers who are here,
but we're going to put you on the spot
first.
Bank sounds good. Presenting okay.
You've done this before. Okay.
Great to be back. You're ready. Okay.
first question for you, is just
how do we get it?
How do we get access to Omni for mobile?
Yeah, Omni for me was really easy.
the most important thing is that you need
a digital engagement license.
So if you're using Omni
with a digital engagement license today,
you can now use, omnichannel
on the Salesforce One app.
there are a couple of small set up items
that you can check out later
that will send out some materials for,
but really, it's a really seamless,
way to just pull up omni on mobile
for any of your agents or supervisors.
Right? I love it, I love it.
okay.
Well, speaking of Omni for mobile,
we're going to stay on that for a minute.
can you use it for service?
Cloud voice not yet.
That's,
that's something that we have heard often.
We really care about making service
cloud voice a better experience.
And we know how important it is
to bring that to mobile as well.
What we've done here
is really try to focus on that.
The very base. Right.
Bringing Omni to mobile first.
And in this in the near future,
we are looking to expand to voice.
So that is top of mind on our roadmaps.
Forward looking statement reminder we're
talking a little bit of roadmap here.
So make sure you remember that everybody.
okay Ben we have some questions
coming in from Salesforce. Plus
here we have a question for you Ben.
This is from Julie.
Can you toggle between the inbox
and the split screen cases view?
That's a good question.
you should be able to I assume
that she's talking about Omni Mobile.
I'm not sure that we have that
split screen ability on mobile yet.
Again,
like I said, we're trying to roll out
kind of like as, as early as we can
that our customers have access to Omni
for mobile.
but, any sort of functionality
like that on mobile
is really easy to switch back and forth
between exactly that split screen.
I'm not quite sure.
Okay.
Well, I mean, like you said,
this is kind of the first iteration
of making it available
and then you I'm sure your teams
will continue to build all kinds
of great new features and flexibility.
That's exactly right.
okay. Well, we've got more questions.
and in fact,
now I have all of you on the couch.
So now I get to pepper all of you with
the questions that have been coming in.
so, actually, Garrett,
we're going to come to you.
we have some people that are very excited
about my service journey, so excited
that they want to get hands on right now.
So Will is actually asking,
my service journey he doesn't see
is not visible in multiple of his sandbox
orgs, and I can't find it in set
or my app launcher.
What does he need to do?
Well, we're rolling out over the next
few weeks, so it's definitely coming out.
We said June
different
orgs will get it at different times,
but throughout the next month
everyone should be getting it
in their orgs.
It will automatically be enabled,
so there's nothing
you have to do to turn it on.
Just search for my service journey.
in the at the app search.
Yeah. And it'll show up.
So be patient. It's coming. Yes.
I mean, you remember,
this is release readiness
is that you're ready for the release
when it happens.
And some of the things
haven't been released quite yet.
So let's get the people to see that
people want it.
That's good. Right. That's great.
okay. Thank you for that.
All right.
okay.
Sabina, this is, a question for you.
this is for Vance. Vance, you.
Thank you for tuning in.
You've been asking really good questions
for multiple release.
Ready in this live show. So thank you.
Vance, his question for you, Sabina,
is, is copilot
secure enough not to show any other data
to the technician, which is not related?
Yeah. So great question.
We get a lot of questions around privacy
and what we're showing.
So in terms of privacy itself of the data
beyond the technician
everything goes to the Einstein trust
layer, which I'm sure you guys have heard
and a lot of our marketing materials.
So all of your personal identification
information will be removed
before going to the lab.
And after coming back
in terms of the technician itself,
we will be honoring the access
that the technician has to the data
that they should be able to see.
So you shouldn't be able to query
your search records
that you don't have access to.
Again, respecting kind of the
the level of user accessibility
and permissions that you have set up
just for all of
Salesforce is still respected
by the copilot experience.
Okay.
And yes, as a reminder,
our trust layer, like you said, protects
any personally identifiable information.
It also protects your data. Right.
Because the number one thing
that we like to say it for us is
your data is not our product. Right.
And so you have that trust layer
to really make sure that all of the data
that it's your company's
data stays your company's data.
So I think that's important. Reminder.
okay.
We have
Ben, I got another question for you.
Okay.
this question is are there plans
for service replies and flow for email?
Sounds like somebody saw a little Easter
egg on one of my slides there. Yes.
we actually have an ongoing pilot
right now.
so this is something
that we're really excited about,
if anyone is interested,
that's watching, interested
in getting access to that pilot?
Reach out to your AG or your account team.
They can help get you involved with our
our teams over here at Salesforce.
And we can get that
pilot rolled out to you.
It is something
really we're really excited about.
well, people are flown.
Addicts are going to be excited
about that.
We had Flo earlier this week and it was
you talk about a lot of questions.
People are very excited.
But that's wonderful.
That's that's great to hear.
And I love a little Easter egg.
That's good. Yeah.
We like to put on the slides.
That's right.
This is why we keep having you back.
all right.
So let's see if we've got
any more questions coming in here.
so again, reminder all of you,
please ask your questions in the chat.
Also, if we don't get a chance
to answer your question live right now,
please take your question
on over to the trailblazer community
and we'll make sure that you get an expert
answer right there.
So, I actually want to take a moment
and take advantage of the fact
that you are here and talk a little bit
about kind of your big picture
roadmap type of direction questions.
So when do you think, you know,
not just next release
or the release after that,
but kind of overall,
where do you see your product area going
and what makes you like
most excited about that?
Like what does the future look like
and what motivates you
to keep doing this work?
you know, I'm actually going to start
at the end there in the couch.
I'm going to come to you routine.
I'm going to start with you. Yeah.
So as we mentioned, knowledge really sits
at the heart of Einstein generative
AI for service products.
So what we're really excited about
is we're going to make it easier
for you to create knowledge articles
with Einstein knowledge creation.
So now you can pull all your data
from a case.
And using the magic of Einstein and
generative AI, you can create an article.
And so what we're really trying to do here
is make sure that your knowledge
articles are up to date, incomplete.
As we know, within this new world of AI,
there'll be more bots,
self service and reflection, deflection,
I mean, and self-reflection.
So reflection
comes with the deflection. Yes.
And so we are really trying
to make it easier for you to,
you know, take the information, understand
what your customers are reaching out
about, create those for knowledge articles
so that you can not only just train
other agent,
but you can also let the customers
get the question to answer themselves.
I know when I call support like
I'm always like, oh, can I figure
this out myself before I sat online?
And so we're trying to make that easier
for our end customers.
And so look out for more generative AI,
both in terms of using knowledge
to ground our products
and to make it easier by using generative
AI to create knowledge.
I love that. So great vision.
I also know you work on something
a little and dear to my heart.
I just moved to slack and I know
you worked on some slack products as well.
How do you kind of see slack
playing into that grander vision?
Yeah, so for those of you who have not use
slack, it's an amazing product.
And we're so glad that you moved over.
So, yes, it's, you know,
knowledge can also be surfaced in slack.
And so, for those of you that have not
used swarming or sales elevate,
as you know, for swarming
the product that I also work
on, it's also my baby.
it allows you to,
answer those gnarly questions that come in
and, and collaborate with others.
And so a lot of times
you want to either create a knowledge
article from that collaboration
so that you don't have to, maybe bother
those experts again, or you want to have
knowledge articles coming in.
So there's a lot,
of that world intertwining between
our knowledge bots and slack to make it
easier and faster to collaborate
and again, to resolve questions,
and complex issues from our from your end
customers faster, I love that.
Well, we're going to be working
a lot more together,
so I'm looking forward to that too.
More to come.
Where'd to go? Garrett, how about you?
When you think big picture
vision, direction wise
for your product area,
what makes you most excited?
What are you looking forward to?
Sure.
Well,
I'm sure this is a theme that you've heard
throughout the entire release,
threading this live, but
I'm excited for copilot,
but specifically how we can use Copilot
to make the discovery, the setup,
and the usage of our existing features.
better make it improve it a lot.
mostly with my service journey,
but also just
there's so many different products
that are integrating with Copilot.
And I think, you know, as you said,
not just in the next release
or two releases,
but several releases down the line.
I'm excited to see where it is.
I mean, it's already come a long way
since the last time I was up here.
I mean, you guys were a even
just a year and a half ago.
We didn't even know what copilot meant,
except now it's everywhere.
So that's great. Yeah. So what?
It's going to be really fun
to see where this all goes.
And again, like, it's
just making it easier to do your job
when it comes down to it
at the end of the day. Yeah.
All right. How about you, Sabina?
Julian, there's two things
I want to talk to you about.
I'm very excited about.
The first is
I know there's been a lot of conversation
at Salesforce about data and AI and CRM
and all that.
You know, you've heard all the yes,
we've heard that the data say, I.
So I am excited to see what we do
specifically within field service
because as you said,
field service is very special.
And we have a very special data model.
So that means we need to do
a lot of special work to adopt Copilot
to work for field service.
So I'm very excited to see, you know,
how we make field copilot
work specifically for field service
use cases and work for our data model?
we're also hoping to do a lot
more customer enablement with Copilot,
because we know
we're kind of handing you guys this tool,
and we wanted to show you how to use it.
So lots of blog posts, enablement
sessions,
you can keep an eye out for those.
I'm really excited for that.
The second thing
that I want to plug separately,
kind of a passion project of mine,
is a lot of our field service customers.
You know, we work with truck roles
and work with asset management
a lot of that work is really tied
to sustainability and climate tech.
So I'm very excited about positioning
field service as a sustainability solution
and how we can use our tool
to reduce the number
of truck rolls on the road
and make your assets last longer,
and just generally save you money
while also making the world
a better place, less carbon in the air.
Doing what
we can tell you what we can to resolve.
Yeah, if anyone has opinions about that
or is all excited about that,
please find me on LinkedIn
and we can chat about it, I love it.
I don't think we've ever talked
about any of that on release related side,
so I'm glad that you brought it up.
I mean, the end of the day, right?
It's about making our jobs easier,
but it's also about
just making all of these overall systems
and all of these things easier in general.
And I think it's so connected,
like when you relate it to climate,
when you relate it to the impact overall,
not just on our person, but like globally.
Right.
And so being able to use technology in
that way is really, really special.
Actually in the field service,
we're already in that space.
Exactly.
I mean, I think it could field could also
just mean a beautiful green field.
So you know we we want more of those.
Excellent. Thank you for sharing. Okay.
Then you got to round this out.
Yeah absolutely.
I'm really excited
about digital engagement in the direction
that we're taking.
Digital engagement
is really about meeting our customers
where they are and using the tools
that they are using currently.
So as you saw in my brief presentation,
was this idea that we're moving everything
from the standard to these enhanced
channels, right?
We're trying to make things
more comfortable and personalized
for our customers with whatever channel
that they prefer to use.
with the things
that we have rolling out to WhatsApp.
Right.
Just an example of the way
that we're trying to get customers
to have a more frictionless,
seamless experience.
and I think that everybody has talked
about AI and the way that that changes
the game for their products.
I think that what we're really hoping
to do with digital engagement
is make, features that are not necessarily
flashy and have cool,
you know, text descriptions that pop up,
but help these agents and supervisors
do work more quickly
and more effectively to help customers
have greater satisfaction as they
and as they engage with with agents here.
we've all had really negative
customer service interactions
about it and love calling support. Yeah.
I mean, you get transferred
a couple times, right?
And you get put on pause,
etc. 000 exactly.
There's a lot of experiences like that
that we hope our customers
never have to deal with,
and that their customers
never have to deal with.
and I think that the work that we're doing
right now
is going to just increase satisfaction
for, for our, our customers and users.
I love that. It's a great vision.
And I think all the work
that all of your teams work on,
you can really feel
and see the impact of it.
Right? Because you're
literally helping our customers
better serve their customers.
Right. And so you can kind of
really get that impact.
And really everything
that you and your teams build
to making somebody's life easier,
which is really nice.
Absolutely. It's really nice.
well, I want to thank you all so much
for being here today.
Thank you for joining me on the
the warm to hot couch, spectrum here.
it's wonderful to have you here
really starting this live.
And thank you.
before we stop the wrap,
we just want to thank you.
Gentlemen, this is your last URL,
so we just want to thank you
for all your years of service.
And now it's up to the live show
for just for this.
Oh, I would say yes.
Thank you. Thank you Chris.
well, that's very sweet.
Yes. You look the kind of the bag.
This is my last URL.
officially, because I joined slack.
So we're going to do all kinds of fun
things at slack.
but I am moving on.
I guess I've been told now.
but it's been viewers.
It's really been my pleasure
to host this program
and really kind of shepherded
along the last few years,
along with the amazing Chris Collins
you just saw.
Huge thanks to this incredible crew
to put this together.
It's three days, six live shows in a row.
It's a huge feat.
So shout out to the amazing crew
and everybody who made this happen.
thank you again
for all the work that your teams
and all the product managers
who are on the show.
It's a lot of work to put together
all the content
and demo live and everything, but we do it
because we really care about you,
the viewers.
So, continue to and tuning in,
there will be more release readiness
live even without me. It's
going to be okay.
and again, please continue
providing your feedback.
As you've heard through every show,
the product managers really pay attention
to what you say and in exchange
and the feedback you give them.
So if you missed any portion of our six
live shows
this week, you can go back and watch them
on demand on Salesforce Plus.
Again, we covered sales,
we covered CRM analytics,
we covered developers, we covered admins.
We covered service.
and I know oh and flow.
How do I forget flow?
One of the most fun ones.
Anyway,
thank you all so much for tuning in.
Really appreciate it.
It's been my honor
to bring you Release Readiness Live,
and I'll catch you next time in the cloud.
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Service Cloud Summer '24
Meet My Service Journey, the latest in-app tool to personalize service. Plus, see how Einstein for Field Service uses generative AI to help teams work more productively and improve the service experience.
Starring
- Garrett NixonSenior Product Manager, Salesforce
- Ruchi KumarDirector of Product Management, Salesforce
- Sabina AnandProduct Manager, Salesforce
- Ben TannyhillAssociate Product Manager, Salesforce
Up Next
Questions about Salesforce+? We have answers.
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