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Welcome to Release Readiness Live.
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 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 are
Salesforce developers and admins,
or 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.
Welcome to Release Readiness Live.
I'm Carolyn Bathauer, our senior
customer and product evangelist,
and I am thrilled to be your new host
of RL.
We've heard from sales
flow and dev and service.
It is your turn.
I'm here with an amazing team of experts
to bring you
the exciting new product innovations
coming your way in the next release.
And by now,
you've probably heard of Agentforce,
where we bring autonomous agents
into the entire customer.
316 well, Service Cloud has agent
four Service agent out of the box,
resolving cases
swiftly and accurately,
grounding every answer in your data.
And you can set up in minutes
with pre-built templates
and low code customizations.
But before we get into it
and we geek out,
I need to remind you
to only make purchasing decisions
on existing features and functionality.
And to all our amazing viewers
on Salesforce Plus,
thank you for joining us today.
For all of the valuable feedback
we know that you'll provide.
It really does help
our technology teams build solutions
centered around your experience
and helps
make this broadcast even better.
So over the next hour,
our product managers will be giving us
live demos highlighting
the top service features in the winter
25 release.
Come back at 130 Pacific
for a special bonus
episode of Health Cloud.
And then tomorrow we've got CRM,
analytics and Admin Preview
and you can catch all of our content
on demand on Salesforce Plus.
But we want to answer your questions
about these new features.
So make sure to join us on Salesforce
Plus where we have
product experts standing by
to give you all of the answers.
And we'll also be taking your questions
for our product managers
who are here in the studio.
And if you still have questions after,
no problem,
you can post them in
the trailblazer community.
Hashtag Salesforce Aurora.
Well, I'm excited to get started.
So first up is Corey Anderson, Associate
Product Manager.
And he's here to show us
Agentforce agents for service
and how they
deliver effortless experiences
for your employees
and your customers and Service Cloud.
Corey, take it away. Amazing.
Thank you so much.
I'm really excited to speak to you
all today
about how Agentforce and Service
are coming together.
So let's just get right into it.
First,
I want to talk about agent
for Service agents.
You may have heard about this
at Dreamforce.
If you haven't already,
this is the autonomous agent
working on behalf of your service
reps out in the field,
talking to customers
to resolve cases, answer questions
and do so much more.
It's across your channels,
whether it's in-app
messaging, web chat and soon voice.
It focuses specifically on the policies
that you've provided it.
So, you know, it's not doing things
you don't want it to.
It's acting with the utmost trust,
and you can tweak those policies
with natural language
to get the exact result
that you're looking for.
On top of all that,
it's super easy to set up.
You can leverage your existing flows,
apex code, prompt templates, and more.
I also want to bring to your attention
the Agentforce Service Planner.
This is not going GA in October,
but we are going into a pilot.
So I want to
I want to make sure you see the great
the great set that's coming out.
Planner is more of the assistive AI,
not autonomous.
So what that means is
it is sitting with your human
service representatives,
helping them with a step by step
guide of exactly how to resolve cases,
just like, other Agentforce products.
It's built on a platform
of topics and actions
so your
you can be confident
that it's adhering to your exact
internal policies.
And with this planner,
whether an agent's in their onboarding
or they're,
you know, a very experienced agent,
they're providing the same level of
high quality, fast service.
Finally,
I also want to just just highlight
some of the great innovations
that have come out.
Thanks to you all and idea exchange
from knowledge
to entitlements and milestones.
So when you have a chance,
go look at our release notes,
and I think you'll be really impressed
with some of the stuff coming out.
So with that,
I'd love to jump into a demo
and talk a bit about,
our Agentforce a service agent
and some of the other wonderful stuff
that, helped
make it a really strong product.
Yeah. Wonderful.
So, here you're seeing Sierra,
the clean energy company.
Let's just jump right into what
what we're going to see
on the Salesforce side.
So from your setup, you'll see,
if we can go to the upper left
and go directly into agents.
Once we're in our agent page,
we can open up our agent builder.
So I'm going to open up
the serious virtual agent,
and we'll go directly into the builder
so you can start seeing how this works.
So like I said topics
are that
kind of like the contact drivers.
That's the things
that, customers
are coming into your service,
organization to, to chat about.
And we have some pre-built topics
here to get you started quickly.
I want to specifically jump into one
that we have called, Order Management.
Let me see.
On the right
one here, I'm looking at
this smaller screen.
So,
order management,
I believe, is this one.
Yeah.
So, so in order management,
we've used natural language to
to tell you exactly what, what we want,
how we want the agent to act,
what we want it to do,
how what we don't want it to do.
And with that
natural language,
every time an LM calls made,
our agents going to see that.
So let's go ahead
and just start giving it a test run.
I'll take the role of Mike
Richards, which, I remember.
Customer I've submitted an order
and I don't remember all the details, so
let's just ask Agentforce,
where is my order?
So by asking this agent
for directly goes
into some of my instructions,
and I've written
a natural language instruction
that just says
before giving customers
order information,
ask them for their email
and their order number.
So I'll go ahead and input that
right now
I've input my email and it uses,
one of our actions
to identify exactly
the order that I,
that I'm talking about.
Let me show you how it does that.
Like I said,
actions can be made with flows,
prompt templates, apex, and more.
In this case, we're using a flow which,
takes my account record, identifies
the orders on my account,
and then with the order number
that I've provided gets details
specifically for that order.
So here's
the order that we're talking about.
You see there's a couple of products
that I've purchased.
There's also, the address
where that order should be sent to.
And if we come back into our Agentforce
chat window,
all that information
is accurately represented here
on screen, which is amazing.
Now that I have my order,
I'm wondering,
do I have a warranty on that order
so I can go ahead
and just ask right to Agentforce?
Do I have a warranty on that?
And Agentforce will,
look at the asset object
just like I've directed it to.
And it will will determine
whether or not I have a warranty.
In this case, it's
determined that I do not.
And because we've written
a natural language instruction
that says
if a customer doesn't have a warranty,
I always ask them
if they would like one,
just as you would tell it
to your service representatives.
It goes ahead and asks that perfectly.
I'd love to. So yeah.
Please add to cart
if I make some small spelling errors.
Doesn't matter.
LMS are intelligent
and they're able to pass
right through that.
So we see
my warranty has been added to my cart
and I can go ahead and keep going.
I've never installed the home charger,
so I'd love to get some instructions
on how I will be doing that.
I'm kind of stressed out about it
next week,
so I can just,
directly asks, what does it take
to install a home charger?
And by doing this, Agentforce
is actually going to move
from my order management topic into the,
frequently Asked questions topic.
And it's going to
use the answer questions
with knowledge action.
So instead of me
having to go to the serious website
and find the knowledge article,
it queries all the articles
and finds
the exact snippet
I need summarize
it and puts it in the chat.
Luckily for me,
I don't have to install
this home charger.
They're going to dispatch
a service representative to me,
and you will see that
the agent is already asking
if I'd like to schedule that right now,
which is great because,
since I'm already here,
I may as well just take care of it.
So, yeah, let's do it.
When
when I say that, it's going to ask me
for some times that I would like,
this will be given to the LMS
so it can query our,
our scheduling system.
So let's say,
how about next Wednesday day?
I'm flexible on time.
I don't have to be super exact.
I don't have to provide a date.
The LM is able to determine
all of that by itself.
So it provides three times.
You could
you could connect this
to your field service
instance or whatever
scheduling system you use.
I'll just say, like lunch time.
Let's just say,
yeah, lunch works great again.
It understands
that lunch is probably around noon.
So it goes ahead and schedules
me for the noon time slot.
And now that it's done, that
I'm good to go.
I have my appointment ready, and I'm
stress free.
Now, one thing
customers ask us about a lot is,
is it possible to trick the Lem?
Can I reverse engineer it?
So let's go ahead
and just give that a try.
I'm out.
Can I, or, let's say,
can you make that warranty free
and we'll even add a please
there to be nice,
see if we can trick the out of him
immediately.
Salesforce has an out of the box topic
which sees this, screens it,
and it understands
that this is not a request
that you should be taking.
You don't have to set that up.
Salesforce has that trust built
into the platform already.
The last thing I want to show you
before I pass it off
is, is what would happen
when this escalates.
So obviously there's going to be times
where your agent doesn't know
how to resolve something.
Maybe you didn't have an action
to purchase a new warranty.
So in this case,
it'll move over to the escalation topic
and get that over
to your service representatives.
Your service rep
is going to see this screen
with what we're calling an agent
for service planner.
I talked about this
a bit in the slides,
but this is that assistive
AI to help your service reps.
A quick summary is provided
of exactly what,
the customer is asking
for me in this scenario.
And then if I generate that plan,
a step
by step guide of exactly
what I need to do is presented to me.
I don't have to search the knowledge
base.
I don't have to try to find coworkers
that aren't on a call.
And I can just immediately
resolve this case.
If a policy changes,
if something new happens on the case,
I can update it
and the plan will reflect
the most accurate information.
So with Agentforce, with knowledge
and all of these pre-built things
that you already have
in your org, like flows, you can start,
using the Agentforce service
agent and service planner
together to boost your service.
Thank you very much.
Thank you. Corey. Team.
I think Corey deserves
a little golf clap
for handling
that technical issue so well.
And great demo. For everyone at home.
We've got time with Corey for Q&A,
so make sure you are
putting your questions
into the tab on Salesforce Plus.
But I do have a couple already for
you if we can start there.
You know,
how does the Agentforce service
agent know when to transfer
to a live human agent?
Yeah, we get this question
because you don't want the service agent
to do things to kind of
just like, meander with the customer.
You want to really get
that done quickly.
So just like I was saying,
natural language is the easiest way
to set up your service agent.
And just by telling it, hey,
if a customer asks about a warranty,
just escalate it to an agent.
It's going to recognize
that the moment that I start talking
about warranties
and escalate me immediately.
So it's super easy.
Like I am such a consumer.
And when you show that multi topic
without deferment,
where I can have a conversation
and switch the topic of
like what
I'm looking for
and not have to go to another agent
or another tree or another.
I mean, it's pretty incredible
when you think about the experience
on the other side.
So that was really, really neat to see.
So one of the questions is
how can we join the agent
for service planner pilot?
People really want to know that.
Yeah, it's music to our ears.
If you're
if you're interested in the pilot,
go ahead and just reach out to your AG.
That's the fastest way you'll get to us.
And you can explain a bit
about the eligibility requirements
and what the pilot would look like.
Like I said,
that is starting in just a few weeks.
So if that's of interest,
go ahead and reach out.
Great.
Well, Corey, thank you, thank you.
Thank you so much and great job.
So we are here now next up with Sasha
Google over
senior product manager here
to show you the latest enhancements
to digital engagement
and how flex messaging and omnichannel
for mobile helps your teams
connect with your customers
in a faster
and more accurate way in any channel.
So, Sasha, take it away. Awesome.
Hello everyone!
I'm very excited to tell you
what's coming to digital engagement
with the Winter 25 release,
specifically, we'll be looking at
Flex Messaging and Omni for mobile.
So let's dive in.
All right.
Well although I'm
here from the service cloud side,
I think we all understand
how important messaging is,
not only post-sales
when you're helping your customer
use the product that they purchased,
but also pre-sales
when you're helping the customer
purchase that product.
Well,
that's why I'm very excited
to tell you how our solutions
allow you
to provide a seamless cross
cloud messaging experience.
Outbound messaging
has never been so easy.
You no longer have to create
a messaging user
and then assign it
to a contact or a lead,
and you don't need to switch
swivel between
omnichannel and sales cloud.
Instead,
you can simply reach out
to your customers
directly from the Sales Cloud app.
And we'll show you that today.
And if you're part of the pivot,
you're going to get some extra
special messaging goodness.
You are able to see those
messaging conversations
show up on the activate timeline
so that your sales folks can have,
a cohesive
and overarching view
over their sales engagement.
And you can even add
those messaging conversations
to your sales cadences
so that you can encourage
your sales folks
to proactively create
those messaging experiences
with their customers.
All right.
Well, with such easy messaging,
the very next
logical step is to message on mobile,
as we're all used to doing.
And here I would love to announce that
with a Winter 25 release,
you can finally receive
work in the Salesforce mobile app
so you can set your status
and receive a new route and work to you
right from your mobile experience,
no matter where you are.
This was a highly,
highly requested
feature with over
4.5 thousand ID points allocated to it,
so we're very happy
to deliver that to you.
So now your agents,
whether they're on site
with a customer
helping install a product
or maybe taking an extended lunch
break turned into a round of golf,
they can still set their status
and handle the work
right from their app,
no matter where they are.
But most importantly,
any customer conversations,
whether at the desk or away,
all remain in the Salesforce platform,
making sure that your compliance
is maintained
all throughout the organization.
All right,
well, let's go
ahead and see all of this wave
since that's what we came here for.
All right.
So here I am in my sales org.
I'm going to be taking the role
of a sales person
working at Hocus Pocus Outfitters.
Halloween is coming up.
People are dying for Halloween costumes.
So normally what I would have to do is
I would have to create a message
and use it to reach out to a person.
But now I can simply go into my contacts
or wait. I'll go head into contact.
So here I have Alex.
Here's actually came into the store
about a week ago
looking for an Astro costume.
I do not have one in stock
because they fully sold out,
but I just got a shipment in.
I promised Alex I would notify him
as soon as I got one.
So let's go ahead and do that together.
Here we have Alex.
We're going to go ahead
and open the contact.
Like I said, all of the routing
is handled for me behind the scenes.
So you no longer need to do any of that
messaging user fiasco.
Instead you're going to the user.
I can simply select the phone number
that he'll be using.
Oh, that I will be messaging from.
And then his phone number.
Now, before I send any messages,
I need to make sure that I confirm
that he has given me consent
for reaching out to him
and his phone number,
and that he can stop the conversations
at any time
and just make sure that his preferences
are maintained
while I'm keeping him informed.
So let's go ahead and
start that conversation. Perfect.
So I'm going to go ahead and Alex know,
that the Astro costume is back in
in-stock.
Come on by to pick it up.
Perfect.
All right.
Sending that message.
That's fine.
We don't need the microphone.
So we send that message.
And like I mentioned, I'm
a sales person.
I work in the store,
so I'm going to go ahead and switch
to the mobile experience
to make sure
that I can still stay available.
As I'm stocking shelves
with this new costume set.
I would just provided.
All right,
this is my omni inbox
on a mobile experience app.
We're going to go ahead and set myself
up, available for messaging and cases,
because I want to hear back from both.
All right.
We can see that quickly.
We have lots of things
that I'm working on pop up,
including that conversation with Alex.
Well, I've got lots of work to do.
I'm going to go ahead
and just get back to
there's my conversation. You can see it.
I'm going to
just go ahead and get back to my store.
And as I'm stocking the shelves
and Alex is getting back to me,
I'm going to go ahead
and explain why you saw the pause
set status
on the conversation with Alex.
This is very cool.
And it automatically detects
the fact that I'm waiting
to hear back from a customer.
Therefore, my capacity is to waste
from that conversation
and I can receive work
that fills that capacity.
But I still have
the visual representation
of the conversation with Alex,
so I don't forget about it
and doesn't sweep through the cracks.
All right,
why don't we go ahead and check
back on our conversation with Alex?
Oh, just like usual.
Loading page.
Oh, right.
Well, no worries there.
We can just go ahead and check
on a John conversation
that it's very similar
where he wanted the actual costing.
So maybe Alex is
going to miss out on that.
So I can see that
John wants me to hold it.
Okay.
I can easily do
that was just so I can show up.
So let me grab one for him.
Interesting.
He also wants me to think about,
helping him with the online order.
He wasn't
patient enough to wait for the
to come and store.
Okay.
Well I work in store.
I'm not really familiar
with our, online return policy,
but I can still provide him
with support.
So what I'm going to go ahead
and do is transfer the conversation
to a person that who can help him.
This is all while
staying in the mobile experience.
I'm still in my shelves.
Carry on with my work.
I can use different
forms of transferring,
but I'm going to go ahead and use flow.
These are the photos
that are available to me
with my supervisor configurations,
and selecting that I'm going to
go ahead and use messaging.
All right.
And this conversation I've left it.
And John is going to get the help
he needs. And hopefully it is Alex.
Well and just like that
I was able to send an outbound message
to Alex
with simply
being from the same cloud app.
I was able to get him to help
that he needed
while I was busy around my store
stocking shelves,
and I was even able to support him
with an inquiry
that I could not specifically answer,
all providing him a very personalized
and streamlined experience.
That's all for me.
Back to you, Carolyn. Great job.
That was awesome.
I, as you were talking about that, I,
I don't know if any of you did.
I worked in retail for a very long time,
and we used to just have sticky notes
on the sides of the computers of people
who wanted things,
and we'd have to remember
what they wanted and call them back.
So that's absolutely fascinating
that you can go about your work
and then keep going.
So I know that it is
time for some Q&A with Sasha,
but please
go ahead and post more questions
in the Q&A tab on Salesforce Plus.
But I do have a couple here for you,
so let's get to them okay.
Sasha, we are looking to understand.
Oh, the pilot is a big one.
How do I participate in the SMS pilot?
You teed that one up like it's special.
So yes. Thank you.
That is a very special one for that one.
Obviously talk to UAE.
If you want to reach out directly,
you can reach out
to your product manager, Jeff Woo.
His intent was J.W.
oh at ski resorts.com.
So it's out there now Jeff.
So everybody is interested
and I'm
hoping that you can reach out to him
and he can help you qualify that. Great.
He will be very thankful. Okay.
So can I use Omni on mobile
for voice calls to Omni for voice calls?
Great question.
You can use Omni
for all intents channels
other than voice.
That is something that is in the works.
So we definitely understand
the disaster. Great.
And then let's go to.
So you were demoing on an Apple device.
Is Android also supported
for Omni on mobile?
Of course. Yes.
You can utilize the same Salesforce
mobile app on Android. Great.
Okay. Well, thank you very much.
I know you're coming back for Q&A,
so I've got some more questions
for you for sure.
But next up is Ben
Tannehill, Associate Product Manager
here to show you how we are
expanding on channels
and introducing
customer experience intelligence
to help you improve
sentiment, CSat and feedback
data across all channels.
So Ben, over to you.
Thank you very much. Carolyn.
Yeah, really excited about the stuff
we have coming to our channels to voice
and that little conversation
intelligence for you
that you hinted at here.
So jumping right
in, we have an exciting new integration
for digital engagement with line.
Now line is the most popular
messaging app in Japan
and in the Asia Pacific region,
almost 200 million
global users
that are now going to be able
to integrate line
with digital engagement,
which is really exciting.
This is all through a really simple
and secure API integration,
like with the other channels
that you see on digital engagement.
And up
next we have
another,
exciting addition to our channels.
We have a new Rest API
for our messaging
for an app and web channel
affectionately known as meow.
This is, a way
for users to bring in their own,
custom clients, their own
UI, their own bots,
whatever you need
to make meow feel more like you.
All through that rest API,
we're also extending
some of the capabilities
that we have
with our contact center
partners like AWS, Vonage.
This is really about
bringing their full suite
of digital channels
all into digital engagement.
So whether it's SMS,
whether it's, social media
or other types of messaging,
you can bring that all into service
cloud, digital engagement.
Now, keeping things
a little more flexible
and a little more
efficient for your agents.
Speaking of
efficiency, we
also have a faster way
for agents to respond
using the email to Case Composer,
so now they can use
the power of generative
AI polling prompts
that have been pre-configured
in Prompt Builder
and sending them off through emails.
And lastly,
we have our new Customer
Experience Intelligence view.
This is a really special way for users
to better understand their business
from a from a bird's eye view,
the customer feedback
that they've received
from all sorts of different,
data sources.
And we will
we will highlight
some of the ways that that works here.
So let's jump into the demo here.
The exciting part.
First off I want to showcase, Joanne.
Now Joanne is a user of line,
and she has an upcoming trip
with Capricorn Travel.
With this trip,
she has a couple of adjustments
that need to be made.
And so she's going to reach out online
to her service agent.
So on the left hand
side of my screen,
you can see Joanne's mobile device
where she's messaging online.
So she's going to start a new chat
with Capricorn Travel.
She's recently friended them online
so she can just quickly
send off a message.
Now Joanne is going to use her
native language
of Japanese for this message,
and she's even going to include
one of her favorite stickers online,
which I love that little boing there one
now on the right hand side of my screen.
You can then see if it pops up here
in just one second.
We'll have a message
that is received, by our friend.
It looks like we have John
Johnson coming in, not Joanne.
Let's see if
if, Joanne's
message comes in here shortly.
Joanne's message
should come in from line,
and we'll be able to then respond.
Yeah.
It looks like this
looks like John's message
to Sasha is coming in to my,
to a to this fella over here.
We've all been waiting on text messages.
That's right.
Yeah, yeah, we got text from mobile.
We've got line now as well.
The really impressive thing
that I want to talk about with line
is that,
like you've seen
send off a message
from Joanne in her native
Japanese and include a sticker.
Is that both the Japanese
and the sticker are both included
and visible from digital engagement.
For the service agent Danny.
Now Danny is able to respond
in Japanese as well.
He's able to use messaging
components in Japanese
that are all really clear
and nice, online for Joanne.
So unfortunately it's not working here.
But let's say that
Danny and Joanne sort things out.
They get through their conversation,
and Joanne is able
to make adjustments to her trip.
And Danny's really excited
about how that conversation went.
He also wants to know a little bit
more about his conversations
more broadly across the organization.
And so Danny is able
to use his new customer
experience intelligence view.
Now, just a reminder,
this view is all about
bringing in customer
feedback from different sources.
So whether it is from forms,
from surveys,
from on site
meeting notes, or from online reviews,
what have you,
all of these
different sources
can be put into the Customer
Experience Intelligence page,
and you can get, a better
look at what's going on
across your business.
So Danny's here.
He's taking a look at some things.
He's seeing that
they have a nice customer
satisfaction score for NPS.
It looks like
they have
an extremely high score
of 100 for their NPS.
Danny's able to even filter
by some of the channels,
that they've received feedback from.
So maybe he just wants
to focus on the survey results.
For now, he's
going to focus on all
the available channels.
Danny is able to scroll down
and see sentiment
across these different channels.
Maybe he wants to dive
into the more positive
feedback, understand
what's working well for their business.
For today,
let's just focus on everything
so we can see the good
and the bad for Capricorn travel.
He jumps over into this entity
tab and Danny can see entities
so things, people, places
that have been brought up
by their customers
in any source of feedback.
And he's able to see kind of
the read on are things good?
Are things bad?
He's able to see that
things are pretty positive with service.
Definitely some negative complaints
there that Danny might want to
to click into later,
but overall,
it looks like
there are a lot of good things
that have been said.
There's also topics
that have been mentioned
multiple times,
like maybe a preferred country
of travel
or a favorite country selection.
And maybe this applies to,
travel outside of the United States.
Danny can also scroll down
and see sentiment by location.
So it looks like from our data
that we have here, it's
a little siloed into just two,
states, California and Georgia.
This is maybe a great point of feedback
that Danny can take back to the team.
Maybe we should broaden
where we're getting our feedback from
to get a more accurate view
of of our customers thoughts.
We can see sentiment over time as well.
This is a really great way for Danny
to see his customers at large.
But maybe Danny wants to click
into a specific customer
and how they've been engaging
with the product
and the services
offered by Capricorn Travel.
So for that,
Danny just heads over to this customers
that need Attention dashboard,
and he can check in on one of his close
friends, David.
It looks from here
like David has had a handful
of positive interactions
recently,
for a total of four interactions
just on one channel on surveys.
So, this is great for Danny
to keep in touch with David,
understand where things are going.
He could even click into David's
page here,
or just head on back
and take a look
at some of his other friends
that might need attention.
One of the amazing parts
about this customer experience
intelligence page is that it took me,
it took me
literally just minutes to set up
and to configure
all of these different data sources.
And then personally,
my favorite part is the way that
this is going to integrate
so nicely with Agentforce,
allowing our users to ask questions
to their service agent
or for the service agent
to take action on behalf of these users.
So couldn't
be more excited about this stuff
coming to channels to voice,
and especially
to our customer Experience
Intelligence page.
And with that,
I will pass it back
over to you, Carolyn.
Awesome. Great job.
That's like incredible technology
when you're thinking
about maximizing productivity
and being able to respond
to people in their languages,
it's it's amazing.
So let's we're going
to get to some questions.
But please make sure you post in the Q&A
tab on Salesforce
Plus because
we'll get to more across the panel
in a little bit.
So all right, Ben,
hard hitting questions here.
So some people want to prioritize
who they give service
email assistant to.
So is there a way to limit
the use of service email
assistant to only
our most senior agents? Absolutely.
We know how our admins work,
and we know that they want to be
prescriptive over
who has control of different features.
And, well,
we think that the service agent or the,
the email composer is really helpful
for agents of all levels.
This can definitely be adjusted.
There's a permission set license
that allows admins to be more,
you know, in the weeds on that one.
Great.
Okay.
The cookie
data, does it stream in real time?
Yes it does.
This is meant to be a real time
dashboard that users can pull from,
from their data sources,
wherever they may be,
as to the exact numbers
of that real time,
I can't say exactly,
but as close to real time
as we can get it right, I love that.
Wonderful.
Okay, so we've talked a little bit
about Agentforce us.
You introduced line will Agentforce
work online?
That's a wonderful question.
When Agentforce launches
it will absolutely be available online.
It'll be available for all the channels
that we have on digital engagement.
That's awesome. All right.
Thank you.
I know we'll be back in
just a minute for more questions.
But let's go ahead and bring up last
but not least Alexander Collette.
This associate product Manager
is here
to show you
enhancements on field service
and dispatcher agent
that will delight your mobile workers
and their experience.
So get ready.
Alex, over to you.
Thank you Carolyn.
It's so great to be here.
Exciting innovation
over Agentforce digital engagement.
But what about workers in the field.
And that's where field service comes in.
My name is Alex
Clenches I'm an associate
product manager in the field service.
And let's dive into the innovation
that we're delivering to you
in winter 25 release.
Let's start with data capture.
Data capture is a new way
your mobile workers
can fill in information
and capture data on site.
Today,
there are so many of our customers
who are still using
the PDF printed forms
for their safety checks
or information about their visit.
Well, now
it all is changing with data capture.
Data capture
dynamically renders the form
and only shows the mobile workers
the fields
they need to fill in
on your mobile device.
And I'll show you more in the demo.
One thing I want to highlight here
is that it also works offline,
so in case you lose connection
throughout your visit,
the form will be re-uploaded
the moment you are back online.
Let's go and talk about Agentforce.
Have you all heard about Agentforce
before?
Well, Field
Service is also working on Agentforce
Dispatch your agent,
which will make our dispatchers
way more productive
than they're able to be to date.
Dispatch,
your agent is able to help dispatchers
to focus only on the information
that is
needed to them
at the right moment in time.
Are there any exceptions?
Are there appointments
that need to be scheduled
if there's something
missing from the schedule?
In our busy daily
lives, it's very hard
to find that information
for any dispatcher and dispatch.
Your agent helps
you show that information
right there in the flow of work.
Another plus, it's
built on Agentforce platform,
which means you get
all of the goodness of Agentforce
with it.
Prompt builder, agent,
builder, and also Einstein
translator and many, many,
many more things
that our platform is innovating on.
Finally, what about the operations?
How do operations managers
make sure that their customers
are satisfied?
All of us
makes want to make sure that the service
we provide is the best service
that we can do for our customers,
and that's where Operations
Home comes in with operations.
Home operations
managers can see all of the data
about their customers.
How is their business performing?
What's the first time fixed rate?
Am I hitting my sustainability goals?
And many, many more metrics
all in one dashboard.
I'll show you all of them
during the demo.
And actually,
without further ado, let's
switch to the live demo
and we'll start with data capture
and mobile worker Alan Read.
Well, Alan needs to be very safe
when he's working on site.
So he has a brand,
that field service hardhat,
which is also matching
Carolyn's, shirt today.
So let's start and see
what's happening on Alan's
mobile device.
Well,
Alan is currently working on
this work order for firewater,
and he sees multiple forms
that he needs to complete.
These are the data capture forms
that Alan sees on his mobile device.
And you can see bump
check has already been completed.
But then there is the meter
reading form
that he needs to go and complete.
Here we go.
This is the energy meter check
data capture form.
It asks Alan to fill in some simple
fields like the date,
the time,
and also the building type
that he's servicing right now.
Well, let's say Alan's servicing
commercial building.
And as you could see, a couple of new
fields just popped up on this data
capture form.
Why did this happen?
It happened
because Alan's admin
preconfigured that to specifically show
conditionally based
on that commercial building checkbox.
This way
Alan only needs to see
the fields that he wants
and the moment where he needs during his
mobile visit.
So that screen is not over cluttered
and he doesn't see too much information,
and it just is not overwhelming
this way.
So let's say Alan is actually working
in Salesforce Tower today,
and the rest of the form
is asking him to assess the meta status.
And let's say the meter today is active.
So that's
what Alan will select
and then put in some information
on the meter reading.
And finally
there is a meter image requested.
So that's when Alan will go in
and use the multi-modal
capabilities of the data capture
and just select a photo from his library
and upload the photo of that meter
right here. In this data capture form.
Now Alan clicks finish
and the data
capture form is submitted again.
If Alan was offline, that's okay.
When this mobile
device regains connectivity,
he will be right there
and the data will be uploaded
to Salesforce.
Data capture is currently in beta,
so please
sign up for the beta
because it's
a very exciting innovation
that revolutionizes
mobile worker experience.
Let's see what happened
behind the scenes
when Alan's admin
was building his data capture form,
because each of the businesses
is different,
so you may want to customize these forms
to the needs of your business.
And for that,
we created a new type of flow,
which is called the data capture flow.
And you can see it on my screen.
And this is this exact form
that we just filled in.
There is a new element,
called the screen.
And this is literally
the form that we just walked through.
So this is where Alan's admin said
that conditional visibility
for all of the fields,
as you can see, these small,
sort of eye looking icons.
This is where the conditional visibility
for fields is defined.
So that again,
Alan will only work on the information
that he needs to see in the moment.
Well,
now that we're done with mobile
work, I'll take off the hat
and we will switch
to back office to Danielle,
who is Alan's dispatcher.
And this is where Danielle works.
Danielle is in her dispatcher
console today.
It's Thursday,
you know,
11:30 a.m.,
and it's been a lot busy week going on.
So Danielle really needs to understand
what's happening in the schedule.
Is something wrong?
Are there any exceptions?
And that's where a dispatcher
agent comes in.
Danielle is asking dispatcher agent
to summarize her schedule.
Usually she would need to manually sort
through all of these appointments,
make sure that there is nothing wrong,
and complete
tens of clicks to find this information,
and also spent a lot of her time
but look just like this
in the matter of seconds.
Dispatch
your agent is providing Danielle
with exactly the information she needs.
There is the summary
of how many emergencies in jeopardy
appointments,
unscheduled appointments,
and more right here in the flow of work.
Well, now
Danielle wants to take action, right?
This information is great,
but how will she take
action on this data?
And that's why
the dispatcher agent
created these out of the box filters
right after this.
This action was just ran.
So you can see we just filtered,
the critical appointment
that need the appointments
that need to be scheduled.
And this is this one single appointment
that Danielle can now use her regular
dispatcher actions
like getting candidates
and scheduling this appointment
with dispatcher
agent Danielle was just able
to, in a matter of seconds,
find the information she needs
and really focus her attention
to where she needs to focus
so that she can optimize her operations
for Thursday.
Now, what about the operations?
What about the back office
and the operations management?
And this is where Michelle,
the operations manager, comes in.
She lives in Operations
Home, which is our new innovation
for operations management,
where she sees
all of these aggregated metrics
that show how her business is doing.
First time fixed rate, average
appointment duration, average
travel time.
Well, Michelle wants to dig more
into this specific metric
of new work orders,
and she doesn't think that it's correct.
And she wants to go ahead
and customize the filters
that are used to pull in this data.
And right here, right in Operations Home
she's able to select new filters.
So let's say,
Michelle wants to find the
service territory
San Francisco and only
work type new style.
Work orders.
And just like this, operations
home is recalculating this data
right here.
And then also,
Michelle can adjust the thresholds
to make sure
what is the expectation of her business
from this data.
Just like this, with operations
whole, Michelle is able to make sure
that her customers are satisfied
that the sales are satisfied.
And if something more needs to be done,
she can use field service
intelligence to dig deeper.
And just like this, with data capture
for mobile workers
like Alan, with dispatch
or Agentforce Danielle,
and with operations home
for Michelle in winter
25 release field
service is revolutionizing
how our customers do work in the field.
And now I'm ready for some questions.
I love that.
Thank you so much for that.
We will get to questions.
So make sure you post,
your questions on the tab in on
Salesforce Plus.
But I already have some for you.
So you're ready. Okay.
So, data capture seems to be a trend
here.
Will data capture,
will it support formulas?
Oh, absolutely.
It's,
we're thinking of supporting
formulas we're supporting of,
we're thinking of supporting
image annotation as well in the future.
We're just starting with data capture.
So please
sign up for beta,
provide us your feedback.
And that's how
you can influence our roadmap
so that we can make it better for you.
That's amazing.
And I loved
when you're thinking about,
the experience for the mobile worker.
It's the form, right?
It is only giving them
what they need to do.
Exactly what I can imagine.
However, scrolling through a form
and just kept scrolling and you're like,
I don't need to do any of these things.
So that's amazing.
So one of the questions
is, how would a mobile worker
save in the middle of their form?
So if they didn't
complete the whole thing,
oh, they can save it in.
So the way it works
is that they can save the form.
If you saw
my form was marked as new and,
they can save the progress
and it will be marked as in progress,
and then they can come back to it later.
And it's all again
customizable by the admin.
So it's all possible.
Amazing.
Well,
you seem to really want some feedback.
What is the best way for,
you know, our community
to give you feedback
on what they're looking for.
What would you suggest?
What do you look at all the time?
That's a great question.
All of us
product managers are always looking
for good feedback from our customers.
There is a couple of ways
you can do that.
Trailblazer communities one.
So you can post on
Trailblazer Community.
You can also directly engage
with your feedback
with our product managers.
There are some of us already
monitoring the chat
as we speak right now,
or you can later
reach out to us
through your account executive.
So we always are looking to customers,
reaching out to us
because that's again
how we can know
that we build what you are looking for.
Right. Great.
Well thank you, thank you, thank you.
We do have, time for Q&A for all of us.
So we're going to jump
right back into it.
Ben, I'm going to come to you.
Because another question
came in about the review.
Can I adjust
the data showing in the KCI view.
So right now
she's at this customer
experience intelligence. Right.
This is a brand new, functionality.
Right now
there is not a way to configure,
the dashboard components.
As you saw during my demo.
You can configure
some of the filters there,
and you can definitely change the data
that is being used in that view.
That is something
that we might want
to look into in the future.
That was a little more personalization.
We know that our Salesforce
customers love personalizing
these dashboards and reports.
And so yeah, something that we can
that we can consider. Right.
And so for now it is it's
it's kind of coded into here
the things that we know
we're we're going
to provide information on.
And so helping us understand
what other decisions
could you make off of data
if it was in
there is always really helpful.
So make sure you give that feedback
as well. Very specific feedback. Really.
So wonderful.
I'm going to move down the table.
Sasha, we've got a lot of questions.
So we're going to come back to you,
from Matthew.
Does the Salesforce
mobile app
need to be open
and active in order
to receive those message notifications?
Awesome. Thank you so much, Matthew.
I'm really glad
you asked
that actually specifically because no,
you do not need to be in the app.
You can receive push notifications.
That was
the tiny bit of technical difficulty
we had there.
So we do have to show you that.
But when Alex would respond
to my message,
you would receive a notification
on your screen.
Whether it is
an app on Android does not matter
and you would get a push notification
that you can
then open that
which you right to the Salesforce
mobile app.
And you do not need to be already
in a conversation
to receive an update
about a conversation.
It can be a brand new conversation
as well.
Regardless,
the notifications are a very big piece.
We understand how proactive you need
to be with those conversations. Great.
I love being able to answer
in the context
of what I'm currently doing.
So those notifications always help.
We're going to stay with you
if a new conversation
is assigned to an agent,
will they be notified
with another push notification.
So for new
not just existing I'm correct.
Yes.
So the push notifications will show up.
So for example,
you know when I was reaching out to me
when I was talking to shelves, it's
great that I was able to see
that message
hypothetically and then keep that,
custom
specifically for him in that real time.
Great.
That Astro costume is popular currently.
All right, one more for you.
I'm going to stay with you.
Does Omni Mobile work
with any capacity models?
Oh great question.
So when it comes to capacity models,
we have the status, we have the tab.
It is only with status.
But that is very much intentional
with tabs.
As you know,
your capacity is freed up
when you close that tab with mobile
you would only be able to have one tab.
And obviously, you know,
if you're waiting to hear back,
you don't necessarily
need to have that one tab open
with status.
As you saw with my screen,
I'm able to see
many different conversations
going on at once.
Tap into each one of those,
and they stay on that page,
so it's all visible to me. Great.
Awesome.
Coming down to you, Cory,
and we're going back to Agentforce.
It looks
like set up is a question.
So how long does Agentforce service?
Agent take to fully set up?
Yeah.
We heard this a lot at Dreamforce.
Right.
Customer seeing Agentforce
for the first time.
It's new.
You immediately
think I'm starting from zero.
If you if you saw my demo,
we use the flow. Right. And so.
So Agentforce is based
on a few kind of ground components,
which are topics.
Those are your contact drivers,
actions, the thing you want the agent
to do and instruction.
So how you want it to do it
in what order. In what tone.
So your actions are going to be flows
prompt templates,
apex code, some standard
out of the box ones that we've released.
So because of that,
if you have flows existing
you can hook them up in there
ready to go instantly.
Like I said, we're also releasing
some out of the box actions and topics.
So, you know,
some of those may be applicable to you,
but it depends on the industry
that you're in.
Even if they're not, they're there
to show you our best practices,
how we recommend building
topics and actions.
And then the last thing I'll say is
you already have so much data
in your 360
and, ideally,
you know,
some integrations as well
to your other systems,
and all that data can immediately
be used.
So in the pilots that we're running,
we've already seen,
you know,
even, you know,
customers on our first round of pilots
one two months, they,
they have some topics and action.
And you know,
Dreamforce was big for Agentforce us.
We've been talking about, oh,
you know, AI for quite some time.
Even though it feels so fast like this
last step
change just
it feels like accelerated it.
So much for our customers.
I think one of the things
that when customers
are asking you
or having conversations
around trust and security
and just understanding
what is it we are actually doing,
I think the thing that I love is
when you're looking at Agent Builder,
you have the topics.
That's essentially
the jobs that you're
allowing an agent to do.
Then as you are in the middle,
you're seeing the actual composition
and the actions that the Lem
and the agent is taking to
make that right hand rail
appear.
Right.
And so,
like when you can see it
all in one screen,
that's pretty remarkable
because you're doing your you're
testing essentially,
instead of having to deploy
and then test and deploy and test.
So it's pretty neat
when you're talking
to customers about trust,
what are the things
that you are hearing
and how do you recommend
they get started?
What's the best way for them
to get comfortable with agents?
Yeah. Yeah.
So the
you know, that Agent Builder X screen
that I was demoing
that's obviously open
to everyone with Agentforce.
And like you said,
not only is it
great to really test,
but you're seeing exactly
what the LM is doing,
how it's responding,
why it's responding in that way,
which action it's pulling.
And so, you know, if I was in that order
management one
and it was
it was using the warranty action
when I didn't want it to.
I go into that,
I write some new instructions,
test it again.
And that'll totally change
the experience.
And we've heard too.
And I don't know if you've heard this,
but like our admins
and our developers are
taking that screen
and showing their executive teams
and people
who are looking at making
the decisions on deploying agents
if they're nervous,
that helps them
kind of see
exactly what they can expect on
both the input ends
and the output ends,
which I think has helped
that trust conversation. So great work.
Okay.
I'm actually going back this way.
So, Sasha,
I've got two more questions for you.
All right.
Can I send
SMS for outbound and inbound use cases?
Outbound and inbound.
Correct. Yes.
You can, of course, send
the SMS messages. Outbound. Inbound.
And yeah, they will show up on that
on the experience. Amazing.
And then one more question.
Can I share a phone number
between calling and SMS.
So that definitely depends
on your telephony provider.
I would recommend contacting your e
aligning with them. What you're using.
There are many telephony providers
do allow sharing between the two,
but you just want to be sure
in your specific case. Great.
Thank you.
Okay, I, I was a former salesperson.
So the sales activity
timeline kind of spoke to me
a little bit
because it's really hard
as a salesperson to understand
all of the different touchpoints
that are happening with my customer
that I'm not doing.
And so seeing that activity
timeline where you can see
what an agent is doing,
tell me more about the thought process
and maybe some recommendations
to our customers
and how they should deploy
those types of things
and work with their sales
teams to understand what they need.
I think Sasha can speak to the
to the sales activity
and how that interacts
with digital engagement.
I know this
has been working with the team
that has been,
you know, bringing digital engagement
to other clouds as well.
So now a digital engagement sits
not just in the digital engagement app.
It's more
you're able to use
the omnichannel experience
while you're in the
your sales experience.
So you're able to open that same sidebar
and set your status as available.
You can see the same work come in
incredibly powerful
for switching contact,
not having to switch contexts, which is,
you know, definitely efficiencies
where we're going. Great.
And so then,
as a as a user,
I can see you then
all the conversations
that are happening with my customers,
even if I'm not having them
or the conversation happen. Right.
You can see the conversation.
Scientists have a great. Yeah.
Awesome. Great.
Okay.
Alex,
I have two more questions for you.
Dispatcher. Agent.
That's now a new topic.
Here is the schedule
summary customizable?
Yes, it is customizable.
Behind that summary
that I showed you on the screen,
there is a dashboard
which pulls those categories.
If you remember the agent output
like five categories
of certain types of appointments,
that is customizable.
It's powered by the dashboard
that we built behind the scenes,
and you get it out of the box,
but you can customize that dashboard.
So if in case you didn't
like the categories that,
we ship out of the box,
you can go ahead there and edit
what you want to see
as an output from the dispatcher agent.
Great.
We are going to wrap on a final question
for each of you,
and I want to talk roadmap.
What's the one thing
you are most excited about?
We'll stay with you, Alex.
Oh, well, yeah.
So, Agentforce,
it's it's
been a topic in the company, and,
as you've seen,
with field service
specifically, we have a lot of very good
use cases where we can use,
Agentforce
autonomous agents that Corey mentioned,
to help our customers
with appointment scheduling.
So think about use cases
when your, customers
can reschedule their own appointments.
You don't.
They don't need to call you anymore.
It's all done
in a seamless chat conversation.
And that's, I think, what
the thing that excites me the most,
because we're really
bringing that innovation
now, not only as an assistive
what I demo today,
but also as an autonomous
capability for, your customers.
Awesome, awesome.
All right. I'm coming to you.
Same question on.
Yeah,
I think there's there's a lot of stuff
to be excited about across
digital engagement.
The thing that I think
is really interesting
is the way that we're engaging
with a variety of new channels.
I was showing during my demo,
it didn't quite work,
which I'm disappointed by, but,
line is a really big move
for us to be able
to expand our channels.
But that's not
the only thing that we're doing.
We've also invested a lot into
strengthening our WhatsApp channel.
This is something
that has been growing a lot.
I know that many of you out
there are excited for our capabilities
on WhatsApp to be stronger and better,
and we have invested a lot into that
and will continue to do that,
as well as the other channels
that are brought to our attention.
So we're strengthening the channels
that we already have,
making them more compatible
with the digital engagement platform
as well as expanding
the number of channels there.
So being available
wherever you're coming,
that's exactly right.
They prefer meeting them
in the way that they like.
Yeah. Amazing.
Well, thank you very much, Sasha.
Same question to you.
What are you
most excited about on a roadmap?
All right.
Well surprise, surprise.
Obviously it's
to the engine Agentforce us.
But yes,
I am sure you know, all the supervisors,
agents, supervisors are incredibly busy.
The monitoring, so many conversations
that are being handled by their agents.
And now with the Agentforce
conversation in the group,
now they have to monitor agents of
agents as well.
So human agents, AI agents, there's
just so many conversations
going on at once.
How do you monitor it?
Oh, well,
that's where the roadmap comes in.
And I'm very excited
for what we have
coming in the future
to help supervisors monitor
those conversations
with all of the most important factors.
Great. Amazing. All right.
We're going to end
with the same question.
What are you most excited about
when it comes to roadmap?
I think,
most excited
about some of our more assistive
AI products.
So Agentforce service planner
being being the one that,
I'm biased, but
but most excited about the
that product was a result
of a lot of customer
conversations that we had back in April
and May, visiting customers on site
and hearing over and over again
like, I sounds so amazing,
but how do we get it now?
Like, you know,
you're building Ice agents?
That's great.
It's going to take us so long.
There's so much security to go through.
It's just daunting. Right?
So service planner,
just being really easy step by step.
The humans in the loop.
Really excited
to see how some of our customers
adopt it.
That's great.
And I think you mentioned it.
There's still we're moving so fast.
Right.
And so organized agents are trying
to, you know, keep up.
And so these types of things
are really important.
And then also getting the feedback
from you all online,
and making sure that you are connecting
with our product teams to ensure
we are building into the roadmap
the things that you really want.
So I really want to thank you all
for a wonderful RL,
and I can't wait to see you again.
So even though we're wrapping up
this particular show,
you can still ask your questions
in the trailblazer community.
Hashtag Salesforce RL.
We'll make sure to get you
an expert answer.
And always
we look forward to your feedback.
It helps us improve
the content that you want
as well as the product.
So scan the QR link on the screen
to take a short survey as a thank you.
You'll be entered
into one
sweepstakes to win
one of five Salesforce
certification vouchers.
Well, we've got
one more episode of RL
today coming up at 130 Pacific
with Health Cloud,
and tomorrow
we'll bring you CRM,
analytics and Admin Preview.
All of our episodes are available
on demand on Salesforce
Plus and coming up
later this month, discover
Agentforce what I was meant to be.
So scan the QR code on your screen
to register now.
The live
launch event kicks off on Salesforce
Plus on October 29th at 9 a.m.
Pacific,
and you'll hear from companies
who are using autonomous
agents to take action
and drive results 24 seven
and then get ready to build your own.
You don't want to miss it.
I'm Carolyn Bathauer
and we'll catch you
next time in the cloud.
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Service Cloud Winter '25
Discover how to integrate your entire data ecosystem with Agentforce, our newest innovation powered by Salesforce Data Cloud. Plus see how to personalize every engagement with trusted CRM data, boost team productivity, and drive faster resolutions.
Starring
- Aleksandr KalenchitsAssociate Product Manager, Salesforce
- Ben TannyhillAssociate Product Manager, Salesforce
- Sasha GolubovaSenior Product Manager, Salesforce
- Cory AndersonSenior Product Manager, Salesforce
Developer Preview Winter '25
Learn about the latest developer features including how to capture more events with new Data Cloud integration upgrades. See how you can improve developer productivity and code quality with new Lightning Web Components and TypeScript. Plus discover our top innovations in Prompt Builder, Agentforce, and more.
Health Cloud Winter '25
Discover how you can improve productivity and effectively manage patients with the latest Einstein for Health Cloud innovations. Learn how to enhance your CRM Analytics dashboards with interactive, engaging, and actionable content by incorporating Widget Flow Interactions. Find out how to build dashboards and calculate insights with Health Cloud’s Connected Ecosystem.
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