Dreamforce’24

Or should I say Agentforce’24 ????

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 Key Highlights

• Agentforce
• Data Cloud Innovations
• Sales Cloud Innovations
• Service Cloud Innovations
• Admin Keynotes
• Free AI Training and Certifications
• Salesforce Foundations
• Slack Innovations
• Customer Experience (CX) Intelligence

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 Agentforce
The big reveal at Dreamforce was Agentforce, which introduces self-governing
agents to Salesforce. These agents can operate independently, making decisions
based on predefined rules or learning algorithms, offering more advanced
functionality than typical chatbots.
Agentforce includes ready-made agents, such as those focused on sales and
service.
While this is a major update, it's not entirely new , Copilot Builder has been
renamed to Agent Builder, where you’ll set up and customise these agents.
Note - Agentforce for Service and Sales will be generally available on October
25, 2024. Some components of the Atlas Reasoning Engine launch in February
2025. Agentforce pricing starts at $2 per conversation; standard volume
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 Additional Announcements on Agentforce-
Agentforce comes with other announcements:
• Atlas Reasoning Engine: The “brain” behind Agentforce, an agentic system that
takes into account what needs to be done, generates (and re nes) its plan, then
takes action (see the next announcement for more details).
• Agent Builder: Create and customize agents, and enable agents with automation,
APIs, and code on the Salesforce platform. Agent Builder joins Prompt Builder
and Model Builder to form the Agentforce Studio.
• Agentforce Partner Network: Salesforce have forged partnerships with leading
software vendors that extend agent-building capabilities, such as adhering to the
same ethical guardrails, data sharing, and actions.

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 Data Cloud Innovations

• More Unstructured Data

format accessible.

• Additional 50 Pre build

connectors making tally of
connectors to 200+ now.

• Sub Second Real Time

capabilities.

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 Sales Cloud Innovations

Salesforce has introduced two new Agents for sales, SDR

Agent and Sales Coach Agent, expected to become
generally available in October 2024.
• SDR Agent: Interacts with leads around the clock,
addressing inquiries, handling objections, and
scheduling meetings by leveraging both CRM and
external data. This enables sellers to concentrate
on fostering stronger customer relationships.
• Sales Coach Agent: Offers customised role-play
sessions for sales teams, utilizing Salesforce data
and generative AI to enable sellers to practice their
pitches and address objections specific to
individual deals.

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 Service Cloud Innovations

Einstein Service Cloud Agents utilize advanced

reasoning and natural language processing to
engage customers in intelligent conversations.
They autonomously handle inquiries by analyzing
customer data to provide accurate answers and
solutions, such as processing returns in online
retail.
With easy setup and the ability to communicate
across di erent channels, these agents make
customer interactions smooth and friendly. Plus, if
things get a bit tricky, they know how and when to
hand o the conversation to a human agent
without making the customer repeat themselves,
making customer service feel more personal and
e cient!

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 Slack Innovations

Slack channel human members

can now converse with agent
members in natural language.
Responses are based on both
structured CRM data and
unstructured conversational data.
In the image below, you can see
there are 25 humans, and next to
this, a new button shows how
many agents there are.

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 Customer Experience (CX) Intelligence
Have you ever wished for real-time insights into how your customers feel about your service? CX
Intelligence makes that a reality by monitoring customer sentiment and providing actionable data

Powered by Einstein AI, CX

Intelligence delivers AI-
driven recommendations to
boost CSAT scores and
optimise strategies. It’s a
powerful tool that enables
managers to make quick,
data-driven decisions,
ensuring their teams deliver
more e ective, customer-
centric service every day.
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 Admin KeyNotes

• Automation app: This application

provides a centralized platform for
managing workflows and external
connections.
• Einstein Code Generation : This tool
integrates with the formula builder to
assist in creating formulas.
• New Repeater Control in Flows: This
feature enhances the flexibility and
capabilities of workflows.

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 Salesforce Foundation

If you want to take advantage of what

Agentforce has to offer, you’re going to
need Data Cloud. One way to do this is
to get Salesforce Foundations, a free*
feature set that brings together new
sales, service, marketing, commerce,
and Data Cloud features, and also
includes an updated user interface.
Salesforce’s goal for Foundations is to
give organizations a flavour of how
powerful AI can become when using all
these products together and to get
Agentforce into the hands of
customers.

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 Free AI Training and Certifications

To support the current and

upcoming wave of AI tools and
implementations, Salesforce
has announced that they’re
investing $50 million into
initiatives designed to up-skill
workforces in a bid to address
the AI skills gap and
democratise AI learning.

You can take the AI Associate

and AI Specialist certifications
for free until the end of 2025.

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 Thank you
Do you want a separate Session on Agentforce?

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