, Author at gettectonic.com

10Oct

Managing Salesforce Roles and Profiles

How to Set Up Salesforce Roles Salesforce is a powerful platform used by many organizations to streamline operations across departments, from sales and marketing to customer support. With so many users working within the platform, it’s essential to manage access to data securely. Salesforce achieves this through its system of roles and profiles, which define who can see and do what in the system. Salesforce Roles vs. Profiles Roles determine what data users can view. They establish a hierarchy of access, with higher roles having visibility into records owned by those below them. This helps ensure that only authorized users can access sensitive information. Profiles, on the other hand, define what actions users can take within Salesforce, such as creating or editing records. Profiles are assigned when user accounts are created and can be customized to suit specific job functions. Role Hierarchy in Salesforce The role hierarchy in Salesforce is designed to control data access, not mirror the organizational chart. Higher roles can generally view data from roles below them, but access can be restricted based on business needs. Types of Salesforce Profiles Salesforce comes with several standard profiles, and administrators can create custom profiles as needed. Some key profiles include: In addition to profiles, permission sets allow admins to grant users specific permissions without changing their profile. Managing Salesforce Roles and Profiles Setting up Salesforce roles and profiles is crucial for maintaining data security and ensuring users have the correct access for their responsibilities. By efficiently configuring roles and profiles, businesses can tailor the platform to their needs, enhancing both user experience and operational security. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

October 10, 2024in Salesforce

07Oct

AI All Grown Up

If you thought Salesforce had fully embraced AI, think again. The company has much more in store. AI All Grown Up and Salesforce is the educator! Alongside the announcement of the new Agentforce platform, Salesforce has teased plans to offer free premium instructor-led courses and AI certifications throughout 2025, reflecting a bold commitment to fostering AI skills and expertise. We’ve talked quite a bit over the last year about the need for AI education, and lo and behold here comes Salesforce to the rescue! AI All Grown Up Ah, they grow up so fast. Once just a baby cradeled in our arms with endless possibilities and potential. It was just like a year or so ago we heard of ChatGPT. Prior to that most people’s main exposure to artificial intelligence was their smart phones, which today we realize weren’t reall that smart. Generative, predictive and agentic AI have barreled down the pipeline increasing our vocabulary, and understanding, of what artificial intelligence can do. From generative content to sounds and images, AI continued to amaze us. Then predictive AI did our calculations faster than we could have imagined. Then agentic AI did nearly everything imaginable. AI All Grown Up. Like a very proud mentor of the process, I want to talk about Salesforce’s major contribution. Addressing the AI Skills Gap: Salesforce’s $50 Million Investment As the veritable plethora of AI tools rapidly expands, Salesforce is taking proactive steps to address the growing AI skills gap by investing $50 million into workforce upskilling initiatives. The company aims to ensure that businesses and individuals are prepared to utilize their new wave of AI tools effectively. While the full details have yet to be released, Salesforce has revealed that its premium AI courses and certifications will be made available for free via Trailhead by the end of 2025. This could mean certifications such as AI Associate and AI Specialist, which currently cost $75 and $200 respectively, may soon be offered at no cost. Gratis. Free, Salesforce has also mentioned “premium instructor-led training,” sparking speculation that AI-focused, instructor-led Trailhead Academy courses could become accessible to everyone in the Salesforce ecosystem. Expanding AI Education with Global AI Centers Salesforce’s AI upskilling push is part of a broader initiative to establish “AI Centers” across the globe. Following the opening of its first center in London in June, Salesforce is planning to launch additional AI hubs in cities like Chicago, Tokyo, Sydney, and even a pop-up center in San Francisco. These centers will host in-person premium courses and serve as gathering spaces for industry experts, partners, and customers. This initiative benefits not only the Salesforce ecosystem by increasing AI knowledge where expertise is scarce, but also aligns with Salesforce’s strategy of bringing AI-driven solutions to market through new products like Copilot Studio, Data Cloud, and the newly launched Agentforce platform. Agentforce: Salesforce’s Third Wave of AI On August 28, 2024, Salesforce introduced Agentforce, a suite of autonomous AI agents that marks a significant leap in how businesses engage with customers. Described as the “Third Wave of AI,” Agentforce goes beyond traditional chatbots, providing intelligent agents capable of driving customer success with minimal human intervention. What is Agentforce? Agentforce is a comprehensive platform designed for organizations to build, customize, and deploy autonomous AI agents across various business functions, such as customer service, sales, marketing, and commerce. These agents operate independently, accessing data, crafting action plans, and executing tasks without needing constant human oversight. It is like Artificial Intelligence just graduated highschool and is off to a world of new adventures and growth opportunities at college or university! Key Features of Agentforce: The Technology Behind Agentforce At the core of Agentforce is the Atlas Reasoning Engine, a system designed to mimic human reasoning. Here’s how it works: Customization Tools: Agent Builder Agentforce provides tools like Agent Builder, a low-code platform for customizing out-of-the-box agents or creating new ones for specific business needs. With this tool, users can: The Agentforce Partner Network Salesforce’s partner ecosystem plays a key role in Agentforce’s versatility, with contributions from companies like AWS, Google, IBM, and Workday. Together, they’ve developed over 20 agent actions available through the Salesforce AppExchange. As proud parents we watch our Artificial Intelligence child venture into the world making friends along the way. Learning social skills. Benefits and Impact of Agentforce Early Adopters and Success Stories Several companies are already benefiting from Agentforce: Availability and Pricing of Salesforce’s AI All Grown Up Agentforce for Service and Sales will be generally available on October 25, 2024, with some components of the Atlas Reasoning Engine launching in February 2025. Pricing starts at $2 per conversation, with volume discounts available. The Future of AI and Work Salesforce’s ambitious vision is to empower one billion AI agents with Agentforce by the end of 2025. This reflects their belief that the future of work will involve a hybrid workforce, where humans and AI agents collaborate to drive customer success. AI All Grown Up and We Couldn’t Be Prouder Our amazing AI child has graduated college and ventured out into the workforce. Agentforce vs. Einstein Bots: What’s the Difference? Conclusion Agentforce represents a major leap forward in AI-powered customer engagement. By providing autonomous, intelligent agents capable of managing complex tasks, Salesforce is positioning itself at the forefront of AI innovation. As businesses continue to explore ways to improve efficiency and customer satisfaction, Agentforce could redefine how organizations interact with customers and streamline their operations. If this is the Third Wave of AI, what will the fourth wave bring? Written by Tectonic’s Solutions Architect, Shannan Hearne Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business

October 7, 2024in Agentforce Platform, AI Tools, Data, Google, Mulesoft, Salesforce, Technology

06Oct

Natural Language Processing Explained

What is Natural Language Processing (NLP)? Natural Language Processing (NLP) is a branch of artificial intelligence (AI) that enables computers to interpret, analyze, and generate human language. By leveraging machine learning, computational linguistics, and deep learning, NLP helps machines understand written and spoken words, making communication between humans and computers more seamless. I apologize folks. I am feeling like the unicorn who missed the Ark. Tectonic has been providing you with tons of great material on artificial intelligence, but we left out a basic building block. Without further ado, Natural Language Processing Explained. Like a lot of components of AI, we often are using it without knowing we are using it. NLP is widely used in everyday applications such as: How Does NLP Work? Natural Language Processing combines several techniques, including computational linguistics, machine learning, and deep learning. It works by breaking down language into smaller components, analyzing these components, and then drawing conclusions based on patterns. If you have ever read a first grader’s reading primer it is the same thing. Learn a little three letter word. Recognize the meaning of the word. Understand it in the greater context of the sentence. Key NLP preprocessing steps include: Why Is NLP Important? NLP plays a vital role in automating and improving human-computer interactions by enabling systems to interpret, process, and respond to vast amounts of textual and spoken data. By automating tasks like sentiment analysis, content classification, and question answering, NLP boosts efficiency and accuracy across industries. For example: Key Use Cases of NLP in Business NLP Tasks NLP enables machines to handle various language tasks, including: Approaches to NLP Future of NLP NLP is becoming more integral in daily life as technology improves. From customer service chatbots to medical record summarization, NLP continues to evolve, but challenges remain, including improving coherence and reducing biases in machine-generated text. Essentially, NLP transforms the way machines and humans interact, making technology more intuitive and accessible across a range of industries. By Tectonic Solutions Architect – Shannan Hearne Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

October 6, 2024in Artificial Intelligence, Data, Google, Technology

04Oct

Navigate the Competitive Landscape of Retail

A shorter shopping season, the rise of Chinese shopping apps, and value-conscious consumers are expected to result in modest growth this holiday season. According to Salesforce’s 2024 holiday shopping forecast, U.S. holiday sales (Nov. 1 – Dec. 31) are projected to grow 2% year-over-year, reaching $277 billion. Global sales are also predicted to increase by 2%, totaling .19 trillion. This reflects softer growth compared to 2023, when global holiday sales rose by 3%. Challenges Ahead Salesforce warns that the 2024 holiday season may be difficult for retailers, with consumers having less spending power, a shortened 26-day shopping window between Thanksgiving and Christmas, and 43% of shoppers carrying more debt than last year. Additionally, 47% of surveyed shoppers plan to spend the same as in 2023, while 40% intend to spend less. New data from Salesforce’s Shopping Index shows that two-thirds of global consumers say price will dictate their shopping choices, while less than a third will prioritize product quality. Impact of Chinese Shopping Apps Salesforce predicts that 21% of holiday purchases will come from Chinese apps like Temu, Shein, AliExpress, and TikTok, with 35% of consumers reporting increased use of these apps. TikTok, in particular, saw a 24% increase in purchases since April 2024, highlighting the growing influence of Chinese platforms on holiday shopping. Retail Strategies To navigate the competitive landscape, Salesforce recommends retailers use strategic discounts and AI-powered tools to improve efficiency, enhance customer relationships, and boost profit margins. “This season will be competitive and focused on pricing strategies,” said Caila Schwartz, Salesforce’s director of strategy and consumer insights. “Leveraging AI and customer data is essential to guide marketing campaigns and holiday promotions.” Key Findings Salesforce’s insights are based on data from 1.5 billion global shoppers across 64 countries, focusing on 12 key markets, including the U.S., Canada, and U.K. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

October 4, 2024in Data, Salesforce, Salesforce Commerce Cloud, Salesforce Marketing Automation, Salesforce Sales Cloud

03Oct

Salesforce and FedEx

FedEx has officially launched its e-commerce platform, fdx, which is now available to U.S. customers. Originally introduced in January and accessible to select shippers through a private preview, fdx is designed to help online businesses increase demand, optimize fulfillment, and streamline returns management. The platform integrates with major providers like Shopify, Etsy, Salesforce, and others, and supports multiple carriers beyond FedEx, including UPS, the U.S. Postal Service, and DHL. Dive Insight: The fdx launch marks FedEx’s continued efforts to strengthen its partnerships with e-commerce merchants and create smarter supply chains, as highlighted by President and CEO Raj Subramaniam. FedEx showcased how fashion brand Z Supply saw revenue growth after adopting fdx, and noted rising interest from other sectors, including healthcare and beauty. Key features of fdx include more accurate delivery timeframes, which FedEx believes can encourage customer purchases. The company uses data from over 15 million daily shipments to improve delivery date estimates. The platform also offers FedEx Sustainability Insights for forecasting future emissions, customizable order tracking pages, and a centralized hub for managing returns. According to Brie Carere, EVP and Chief Customer Officer, fdx enables retailers, brands, and merchants to handle returns, manage exchanges and inventory, and integrate branded tracking and customer communications directly on their websites, calling it a “powerful offering.” Despite the platform’s potential, some experts question its ability to stand out in a crowded market of e-commerce solutions providers. However, FedEx indicated that fdx will continue evolving with additional features and enhancements over time. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

October 3, 2024in Data, Salesforce

03Oct

Scale and AI Influence Shape Partner Ecosystems

Hyperscalers’ Scale and AI Influence Shape Partner Ecosystems Despite their seemingly saturated networks, the largest cloud vendors continue to dominate as top ecosystems for service providers, according to a recent survey. Hyperscalers are playing a critical role in partner alliances, a trend that has only intensified in recent years. A study released by Tercera, an investment firm specializing in IT services, highlights the dominance of cloud giants AWS, Google Cloud, and Microsoft Azure in the partner ecosystem landscape. More than 50% of the 250 technology service providers surveyed by Tercera identified one of these three vendors as their primary partner. This data comes from Tercera’s third annual report on the Top 30 Partner Ecosystems. The report emphasizes the “gravitational pull” of these hyperscalers, attracting partners despite their already vast networks. Each of the major cloud vendors maintains relationships with thousands of software and services partners. “The hyperscalers continue to defy the law of large numbers when you look at how many partners are in their ecosystems,” said Michelle Swan, CMO at Tercera. The Shift in Channel Alliances The emergence of cloud vendors as top partners for service providers has been evident since at least 2021. That year, a survey by Accenture of 1,150 channel companies found that AWS, Google, and Microsoft accounted for the majority of revenue for these partners. This represents a significant shift in channel economics, where traditionally large hardware companies occupied the top spots in partner alliances. AI’s Role in Partner Ecosystem Growth The rise of generative AI (GenAI) is reshaping alliance strategies, as service providers increasingly align themselves with hyperscalers and their AI technology partners. For instance, AWS channel partners interested in GenAI are likely to work with Anthropic, following Amazon’s $4 billion investment in the AI company. Meanwhile, Microsoft partners tend to collaborate with OpenAI, as Microsoft has committed up to $13 billion in investments to expand their partnership. “They have their own solar systems,” Swan remarked, referencing AWS, Google, Microsoft, and the AI startups within their ecosystems. Tiers of Partner Ecosystems Tercera categorizes its top 30 ecosystems into three tiers. The first tier, known as “market anchors,” includes AWS, Google, Microsoft, and large independent software vendors (ISVs) such as Salesforce and ServiceNow. The second tier, “market movers,” features publicly traded vendors with evolving partner ecosystems. The third tier, “market challengers,” is made up of privately held vendors with a partner-centric focus, such as Anthropic and OpenAI. Generative AI Ecosystem Survey A 2024 generative AI survey conducted by TechTarget and its Enterprise Strategy Group supports the idea that the leading cloud vendors play a central role in AI ecosystems. In a poll of 610 GenAI decision-makers and users, Microsoft topped the list of ecosystems supporting GenAI initiatives, with 54% of respondents citing it as the best ecosystem. Microsoft’s partner, OpenAI, followed with 35%. Google and AWS ranked third and fourth, with 30% and 24% of the responses, respectively. The survey covered a wide range of industries, including business services and IT, further reinforcing the dominant role hyperscalers play in shaping AI and partner ecosystems. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

October 3, 2024in Data, Enterprise, Generative AI, Google, Hyperforce, Salesforce, Technology

CriticalRiver Showcases Salesforce Studio at Dreamforce 2024

CriticalRiver Showcases Salesforce Studio at Dreamforce 2024 PLEASANTON, CA, September 16, 2024 /EINPresswire.com/ — At Dreamforce 2024, CriticalRiver’s Salesforce Studio will highlight its expertise in utilizing Salesforce’s powerful tools to drive seamless digital transformations and enhance customer experiences. With Salesforce technologies at the core, CriticalRiver’s Salesforce Studio has enabled organizations to achieve sustainable growth while navigating the complexities of the digital era. “Dreamforce 2024 offers an excellent opportunity to showcase our longstanding partnership with Salesforce,” said Anji Maram, Founder and CEO of CriticalRiver Inc. As part of this partnership, CriticalRiver continues to develop cutting-edge solutions that boost business outcomes for its global clients. “Our Salesforce Studio has empowered our customers worldwide to implement state-of-the-art designs and solutions, helping them evolve and elevate their customer experiences,” added Vikram Lahiri, Global Salesforce Studio Leader. In addition to sharing success stories, the Salesforce Studio Growth & Leadership team will be available for in-depth discussions on emerging trends within the Salesforce ecosystem. Topics will cover the role of AI and automation in customer relationship management, as well as strategies for optimizing Salesforce investments. Join Us in Celebrating Success Trailblazers are invited to an exclusive social hour hosted by CriticalRiver on Tuesday, September 17, 2024, starting at 5 PM. For more information, please visit our website. About CriticalRiver Inc. CriticalRiver Inc. is a global leader in consulting and technology services, transforming businesses with innovative solutions that address complex challenges. Serving top enterprises, including Fortune 100 and 500 companies, CriticalRiver specializes in Digital Transformation, Digital Experience Management, Digital Engagement, and Digital Engineering. Our mission is to simplify, automate, and enhance operations for scalable growth. Recently, CriticalRiver became a 100% employee-owned company, reinforcing its dedication to customer-centricity, employee empowerment, and shared success. For more information about CriticalRiver’s participation at Dreamforce 2024 or to schedule an interview with our leadership team, please contact: [email protected]. Contact: Reet Sibia GwariCriticalRiver Inc.+1 844-228-5319 Legal Disclaimer:EIN Presswire provides this content “as is” without any warranties. We do not assume responsibility for the accuracy, completeness, or reliability of the information. If you have concerns regarding this article, please contact the author directly. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

October 2, 2024in Enterprise, Salesforce, Technology

AI evolves with tools like Agentforce and Atlas

02Oct

AI Evolves With Agentforce and Atlas

Not long ago, financial services companies were still struggling with the challenge of customer data trapped in silos. Though it feels like a distant issue, this problem remains for many large organizations unable to integrate different divisions that deal separately with the same customers. Salesforce AI evolves with tools like Agentforce and Atlas. The solution is a concept known as a “single source of truth.” This theme took center stage at Dreamforce 2024 in San Francisco, hosted by Salesforce (NYSE). The event showcased Salesforce’s latest AI innovations, including Agentforce, which is set to revolutionize customer engagement through its advanced AI capabilities. Agentforce, which becomes generally available on October 25, enables businesses to deploy autonomous AI agents to manage a wide variety of tasks. These agents differ from earlier Salesforce-based AI tools by leveraging Atlas, a cutting-edge reasoning engine that allows the bots to think like human beings. Unlike generative AI models, which might write an email based on prompts, Agentforce’s AI agents can answer complex, high-order questions such as, “What should I do with all my customers?” The agents break down these queries into actionable steps—whether that’s sending emails, making phone calls, or texting customers—thanks to the deep capabilities of Atlas. Atlas is at the heart of what makes these AI agents so powerful. It combines multiple large language models (LLMs), large action models (LAMs), and retrieval-augmented generation (RAG) modules, along with REST APIs and connectors to various datasets. This robust system processes user queries through multiple layers, checking for validity and then expanding the query into manageable chunks for processing. Once a query passes through the chit-chat detector—which filters out non-relevant inputs—it enters the evaluation phase, where the AI determines if it has enough data to provide a meaningful answer. If not, the system loops back to the user for more information in a process Salesforce calls the agentic loop. The fewer loops required, the more efficient the AI becomes, making the experience seamless for users. Phil Mui, Senior Vice President of Salesforce AI Research, explained that the AI agents created via Agentforce are powered by the Atlas reasoning engine, which makes use of several key tools like a re-ranker, a refiner, and a response synthesizer. These tools ensure that the AI retrieves, ranks, and synthesizes relevant information to generate high-quality, natural language responses for the user. But Salesforce’s AI agents don’t stop at automation—they also emphasize trust. Before responses reach users, they go through additional checks for toxicity detection, bias prevention, and personally identifiable information (PII) masking. This ensures that the output is both accurate and safe. The potential of Agentforce is massive. According to Wedbush, Salesforce’s AI strategy could generate over $4 billion annually by 2025. Wedbush analysts recently increased their price target for Salesforce stock to $325, reflecting the strong customer reception of Agentforce’s AI ecosystem. While some analysts, such as Yiannis Zourmpanos from Seeking Alpha, have expressed caution due to Salesforce’s high valuation and slower revenue growth, the company’s continued focus on AI and multi-cloud solutions places it in a strong position for the future. Robin Fisher, Salesforce’s head of growth markets for Europe, the Middle East, and Africa, highlighted two major takeaways from Dreamforce for African businesses: the Data Cloud and AI. Data Cloud provides a 360-degree view of the customer, consolidating data into a single source of truth without requiring full data migration. Meanwhile, Agentforce’s autonomous AI agents will drive operational efficiency across industries, especially in markets like Africa. Zuko Mdwaba, Salesforce’s managing director for South Africa, added that the company’s decade-long AI journey is culminating in its most advanced AI offerings yet. This new wave of AI, he said, is transforming not just customer engagement but also internal operations, empowering employees to focus on more strategic tasks while AI handles repetitive ones. The future is clear: as AI evolves with tools like Agentforce and Atlas, businesses across sectors, from banking to retail, are poised to harness the transformative power of autonomous technology and data-driven insights, finally breaking free from the silos of the past. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

October 2, 2024in Agentforce Platform, AI Tools, Data, Generative AI, Salesforce, Salesforce Implementation Services, Technology

Additional Input Fields for Case Classification

⭐️ NEW: Additional Input Fields for Case Classification (GA) ⭐️ Enhance your Einstein classification model by incorporating up to 30 input fields for more precise case classification. Previously, only the Subject and Description fields from closed cases were used to build a model. Now, you can optimize your model by removing these fields and selecting the most relevant case information for training. Einstein Classification supports a variety of field types, including String (TextArea and TextArea Long), Picklist, and Lookup fields. Additional Input Fields for Case Classification. Where: This update is available for Enterprise, Performance, and Unlimited editions in Lightning Experience. Please note that Einstein Classification Apps are not available in partner editions or the Salesforce Government Cloud. How: When creating a classification model, you can now select up to 30 input fields for training. After configuring the predictive model, its status will change to “Ready to Build.” Review your selected fields and build the model. Once completed, adjust each field’s prediction settings and activate the model to begin receiving recommendations in the Service Console. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

October 1, 2024in Enterprise, Salesforce, Salesforce Government Cloud

01Oct

Marketing Cloud Enhancements 2024

Salesforce has introduced several important feature enhancements over the past year, enhancing the capabilities of Marketing Cloud and other tools. Marketing Cloud Enhancements 2024. Here’s an overview of the most impactful updates: Generative AI for Marketing Cloud Generative AI can now be integrated into Marketing Cloud to create brand-specific content that resonates with your audience. This technology allows businesses to project their unique voice and style while reducing the time spent on content creation. Using Einstein generative AI, you can craft subject lines and body copy directly within Einstein Copy Insights and Content Builder. In Copy Insights, you can test, copy, and download AI-generated content, while Content Builder enables seamless content creation for marketing messages. You can also leverage the Typeface integration to generate on-brand images alongside the text, further enhancing your content strategy. Salesforce’s Einstein Trust Layer ensures data privacy and security, preventing potential data breaches while using generative AI features, providing a safer alternative to external AI platforms. Enabling Einstein Generative AI To get started with Einstein generative AI, enable both Einstein Copy Insights and the generative AI features in Marketing Cloud Setup. You can customize content based on your organization’s brand identity by using Brand Center to define personalities like “Professional” or “Casual” or create up to 10 custom personalities. This allows you to ensure all AI-generated content aligns with your brand’s voice. Crafting Subject Lines and Body Copy With Einstein generative AI, you can quickly generate and test up to five subject line or body copy options for a given message. The system allows you to test, copy, and download selected options while ensuring content is protected from bias and privacy risks via the Einstein Trust Layer. Additionally, the AI-generated content is never stored, safeguarding sensitive data. Typeface Content Block for Image Creation Create visually engaging and on-brand content using the Typeface Content Block in Content Builder. The AI-powered image editor allows for quick adjustments, like adding text or swapping backgrounds, without the need for advanced design tools. You can generate creative variations for targeted campaigns and optimize performance through multivariate testing. Error Messaging for CloudPages Custom Domains Marketers can now customize error messages for CloudPages custom domains. These friendly error messages can guide customers when they encounter issues such as wrong URLs or unpublished pages. Content Recovery in Content Builder Content management is now more efficient, with the ability to restore deleted items from the Recycle Bin in Content Builder. This feature, accessible to users with delete permissions, ensures smoother content recovery processes without needing support intervention. Journey Builder Performance Optimization The new System Optimization Dashboard helps you monitor journey performance and identify inefficiencies. With real-time data, you can pinpoint issues that affect processing speed and implement recommendations for optimizing journeys. Recent Journey Builder Enhancements Several updates in Journey Builder boost productivity: Data Management Updates in Contact Builder Improvements in Contact Builder include the ability to restore deleted data extensions within 30 days and two new dashboard columns for better data retention insights. The row limit for data retention has also been increased to 500 million, offering greater scalability. Accurate Distinct Contact Counts Salesforce has improved the accuracy of Total Distinct Contact counts in Marketing Cloud. This update ensures duplicate contact records across different data sources are automatically deduplicated, providing a more accurate count of unique contacts. Marketing Cloud Enhancements 2024 These feature enhancements are designed to help businesses work more efficiently while delivering more personalized and secure customer experiences. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

October 1, 2024in Data, Generative AI, Salesforce, Salesforce Marketing Cloud, Technology

01Oct

Salesforce and the AI Revolution

In the early 2000s, Salesforce made waves in the tech world with its bold “No Software” marketing campaign, symbolized by the iconic image of the word “software” crossed out in a red circle. While it was a bit misleading—Salesforce still delivered software, just in the cloud—the campaign invited people to rethink software delivery. This marked the dawn of the cloud era, and businesses were ready for a change. Then, enter Salesforce and the AI Revolution. Today, we’re witnessing a similar shift with AI. The word “SaaS” is the latest to be crossed out in red, as AI-native applications, where AI is the core rather than an add-on, promise to disrupt service delivery at an unprecedented speed—far faster than cloud displaced on-premise software. Even Bessemer Venture Partners (BVP), a leader in identifying emerging AI trends, admits to being caught off guard by the rapid rise of AI. In its State of the Cloud 2024 report, which aptly declares “The Legacy Cloud is dead—long live AI Cloud!”, BVP highlights how even the most optimistic predictions couldn’t fully capture the pace and scale of AI’s impact. The AI Revolution: Opportunities and Disruption The AI market is evolving at breakneck speed, and entrepreneurs are scrambling to stake their claim in this quickly shifting landscape. In the early cloud era, companies like Box, Docusign, HubSpot, and Shopify found success by targeting specific business use cases with subscription-based, cloud-powered solutions. Similarly, today’s AI opportunity lies in industries where manual, repetitive tasks are still prevalent. Major AI players like OpenAI, Anthropic, and Mistral are investing billions in building large-scale language models (LLMs), but there’s a gap in the market for entrepreneurs to focus on verticals where human labor is still largely manual—such as legal, accounting, and outsourcing services. Traditionally, investors have shied away from these industries due to their reliance on manual labor, high costs, and low profit margins. But AI changes the game. Tasks once done manually can now be automated, transforming labor-intensive processes into scalable, high-margin operations. Services businesses that were once unattractive to investors will now attract attention as AI boosts profitability and efficiency. The Shift to AI-Native Applications The impact of AI-native applications will go beyond improving revenue models; they will fundamentally change how we interact with software. In the current SaaS model, users spend hours in applications, manually entering data and querying systems for answers. In contrast, AI-native B2B applications will solve problems end-to-end without requiring human input for every step. Software will work for users in the background, allowing them to focus on building relationships and making strategic decisions. However, humans won’t be removed from the equation. AI trained on real human intelligence in specific verticals will perform better than purely machine-based intelligence. The combination of human expertise and AI-native applications will drive significant, tangible business results. Avoid the “X of AI” Hype With excitement around AI reaching fever pitch, many startups are branding themselves as the “X of AI”—for instance, the “Salesforce of AI.” These claims are often surface-level, wrapping an AI solution around an existing LLM without delivering true innovation. To identify genuine AI-native solutions, look for these key characteristics: Spotting the Next AI Success Stories The AI space is noisy and crowded, and as more AI-native startups emerge, it will become even harder to separate the winners from the hype. The true innovators will be those who bring untapped data into the digital fold and streamline workflows that have historically been manual. To succeed, founders need deep knowledge of their vertical and a clear understanding of how to implement AI for real-world results. Above all, they must have the vision and drive to realize the full potential of AI-native applications, transforming industries and redefining service delivery. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

October 1, 2024in Artificial Intelligence, Data, Salesforce, Technology

30Sep

Small Language Models Explained

Exploring Small Language Models (SLMs): Capabilities and Applications Large Language Models (LLMs) have been prominent in AI for some time, but Small Language Models (SLMs) are now enhancing our ability to work with natural and programming languages. While LLMs excel in general language understanding, certain applications require more accuracy and domain-specific knowledge than these models can provide. This has created a demand for custom SLMs that offer LLM-like performance while reducing runtime costs and providing a secure, manageable environment. In this insight, we dig down into the world of SLMs, exploring their unique characteristics, benefits, and applications. We also discuss fine-tuning methods applied to Llama-2–13b, an SLM, to address specific challenges. The goal is to investigate how to make the fine-tuning process platform-independent. We selected Databricks for this purpose due to its compatibility with major cloud providers like Azure, Amazon Web Services (AWS), and Google Cloud Platform. What Are Small Language Models? In AI and natural language processing, SLMs are lightweight generative models with a focus on specific tasks. The term “small” refers to: SLMs like Google Gemini Nano, Microsoft’s Orca-2–7b, and Meta’s Llama-2–13b run efficiently on a single GPU and include over 5 billion parameters. SLMs vs. LLMs Applications of SLMs SLMs are increasingly used across various sectors, including healthcare, technology, and beyond. Common applications include: Fine-Tuning Small Language Models Fine-tuning involves additional training of a pre-trained model to make it more domain-specific. This process updates the model’s parameters with new data to enhance its performance in targeted applications, such as text generation or question answering. Hardware Requirements for Fine-Tuning The hardware needs depend on the model size, project scale, and dataset. General recommendations include: Data Preparation Preparing data involves extracting text from PDFs, cleaning it, generating question-and-answer pairs, and then fine-tuning the model. Although GPT-3.5 was used for generating Q&A pairs, SLMs can also be utilized for this purpose based on the use case. Fine-Tuning Process You can use HuggingFace tools for fine-tuning Llama-2–13b-chat-hf. The dataset was converted into a HuggingFace-compatible format, and quantization techniques were applied to optimize performance. The fine-tuning lasted about 16 hours over 50 epochs, with the cost around $100/£83, excluding trial costs. Results and Observations The fine-tuned model demonstrated strong performance, with over 70% of answers being highly similar to those generated by GPT-3.5. The SLM achieved comparable results despite having fewer parameters. The process was successful on both AWS and Databricks platforms, showcasing the model’s adaptability. SLMs have some limitations compared to LLMs, such as higher operational costs and restricted knowledge bases. However, they offer benefits in efficiency, versatility, and environmental impact. As SLMs continue to evolve, their relevance and popularity are likely to increase, especially with new models like Gemini Nano and Mixtral entering the market. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

September 30, 2024in Salesforce

30Sep

Salesforce Offers Free AI Training

Salesforce has announced plans to broaden access to free AI training through its Trailhead online platform, aiming to equip 100,000 additional students with essential AI skills. With AI becoming a transformative technology that nearly every business is investing in, the demand for AI training is rapidly increasing. To meet this need, Salesforce is expanding its free AI training programs via Trailhead, which offers courses and certifications designed to enhance learners’ AI capabilities. These resources will be available until the end of 2025. At a time when employers need to upskill employees on artificial intelligence, Salesforce is at the ready. In support of this initiative, Salesforce will open new spaces at its San Francisco headquarters, including a pop-up AI Center for in-person training and a dedicated floor for employees to develop AI skills. This expansion represents a million investment in workforce development, addressing the growing AI skills gap. Salesforce aims to help every Trailblazer become an “Agentblazer,” a term for those trained on Salesforce products, by reaching 100,000 more learners through these offerings. Recent expansions to the Trailhead platform include AI-specific courses on fundamentals, ethical AI use, and prompting. Since June 2023, over 2.6 million AI and data badges have been earned by employees, jobseekers, and learners, unlocking critical skills. “AI and agents are reshaping how people work, and it’s essential that everyone has the skills to thrive in this new landscape,” said Brian Millham, president and COO of Salesforce. Tectonic credits Salesforce for offering equal training opportunities for partners, consultants, job seekers, and users. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

September 30, 2024in Data, Salesforce, Technology

28Sep

Salesforce Continues to Push the Boundaries of AI Innovation

In a strategic move to enhance its AI capabilities, Salesforce has announced the acquisition of Zoomin, a leader in unstructured data management solutions. This acquisition, expected to finalize in the fourth quarter of Salesforce’s fiscal year 2025, aligns with the company’s mission to dominate the enterprise AI landscape through its Agentforce platform. The acquisition further highlights Salesforce’s commitment to advancing AI-driven customer experiences and operational efficiency. Financial details of the transaction were not disclosed, but Salesforce confirmed that it would not affect previous earnings guidance. Previously, in discussions around Service Cloud’s push for Unified Knowledge, there were concerns about relying on partners like Zoomin. This acquisition addresses those concerns by filling a critical gap in Salesforce’s product offerings and adding new functionalities to Data Cloud. Strengthening Data Cloud for AI Zoomin’s technology will enhance Salesforce’s Data Cloud by providing improved support for managing unstructured data—a cornerstone of modern AI systems. This is a critical step in Salesforce’s AI strategy, particularly for the Agentforce platform, as it enables more comprehensive, context-aware AI capabilities. Rahul Auradkar, Salesforce’s EVP & GM of Unified Data Services & Einstein, stressed the importance of this acquisition. “Unstructured data is the key to unlocking AI’s full potential in customer interactions,” Auradkar said. “With Zoomin’s technology, we’re not just improving data management—we’re revolutionizing how AI agents understand and use information to deliver personalized experiences.” The integration of Zoomin’s Unified Knowledge technology directly addresses a key challenge in AI: managing and understanding unstructured data to create smarter AI agents. By strengthening its data foundation, Salesforce is positioning itself to deliver more sophisticated AI applications across its platform. Agentforce: A New AI Frontier Salesforce’s recently launched Agentforce platform aims to revolutionize enterprise AI with autonomous AI agents capable of advanced decision-making and task automation. By incorporating Zoomin’s technology, Agentforce will gain the ability to process and utilize unstructured data more effectively, setting it apart from competitors like Microsoft’s Copilot, which often requires significant user input and prompt engineering. The enhanced Agentforce platform will deliver a host of benefits, from improved customer service automation to more accurate sales forecasting and personalized marketing campaigns. By tapping into unstructured data, Salesforce is paving the way for AI-driven insights and actions previously unattainable with traditional approaches. A Natural Progression from Partnership to Acquisition Zoomin’s relationship with Salesforce began in 2018 as an AppExchange partner, followed by an investment from Salesforce Ventures in 2019. This acquisition marks a natural progression in their partnership, promising a smooth integration into Salesforce’s ecosystem. Zoomin CEO Gal Oron shared his enthusiasm: “Joining forces with Salesforce is a natural next step for us. Our shared vision is to make AI truly intelligent by giving it access to the vast amount of unstructured data that exists in enterprises. Together, we’ll help businesses unlock the full potential of their data and AI investments.” Implications Across the Business Spectrum The integration of Zoomin’s technology is expected to have broad implications, especially in customer service, where AI agents can use unstructured data to deliver more personalized and efficient responses. Beyond customer service, this technology is poised to impact sales, marketing, and overall business operations, enabling deeper insights into customer behavior and more targeted campaigns. Kishan Chetan, EVP and GM of Salesforce Service Cloud, highlighted the potential: “With Unified Knowledge, we’re not just improving AI—we’re transforming how businesses understand and serve their customers. Imagine AI agents that can grasp the full context of a customer’s history, preferences, and needs in real time. That’s the power we’re unlocking.” A Strategic Response to the AI Arms Race Salesforce’s acquisition of Zoomin comes amid an increasingly competitive enterprise AI landscape. By bolstering its embedded AI capabilities through strategic acquisitions, Salesforce is solidifying its position as a leader in enterprise AI, while addressing key challenges faced by rivals like Microsoft and Google. Zoomin’s expertise in processing large volumes of technical content and generating insights based on user behavior will be instrumental in helping Salesforce deliver cutting-edge, AI-driven solutions. These advancements will improve everything from customer service to digital transformation initiatives across industries. With this acquisition, Salesforce continues to push the boundaries of AI innovation, cementing its leadership in the rapidly evolving enterprise AI market. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

September 28, 2024in Agentforce Platform, Data, Enterprise, Google, Salesforce, Salesforce Service Cloud, Technology, Unified Knowledge

26Sep

OpenAI’s o1 model

The release of OpenAI’s o1 model has sparked some confusion. Unlike previous models that focused on increasing parameters and capabilities, this one takes a different approach. Let’s explore the technical distinctions first, share a real-world experience, and wrap up with some recommendations on when to use each model. Technical Differences The core difference is that o1 serves as an “agentic wrapper” around GPT-4 (or a similar model). This means it incorporates a layer of metacognition, or “thinking about thinking,” before addressing a query. Instead of immediately answering the question, o1 first evaluates the best strategy for tackling it by breaking it down into subtasks. Once this analysis is complete, o1 begins executing each subtask. Depending on the answers it receives, it may adjust its approach. This method resembles the “tree of thought” strategy, allowing users to see real-time explanations of the subtasks being addressed. For a deeper dive into agentic approaches, I highly recommend Andrew Ng’s insightful letters on the topic. However, this method comes with a cost—it’s about six times more expensive and approximately six times slower than traditional approaches. While this metacognitive process can enhance understanding, it doesn’t guarantee improved answers for straightforward factual queries or tasks like generating trivia questions, where simplicity may yield better results. Real-World Example To illustrate the practical implications, Tectonic began to deepen the understanding of variational autoencoders—a trend in multimodal LLMs. While we had a basic grasp of the concept, we had specific questions about their advantages over traditional autoencoders and the nuances of training them. This information isn’t easily accessible through a simple search; it’s more akin to seeking insight from a domain expert. To enhance our comprehension, we engaged with both GPT-4 and o1. We quickly noticed that o1’s responses were more thoughtful and facilitated a meaningful dialogue. In contrast, GPT-4 tended to recycle the same information, offering limited depth—much like how some people might respond in conversation. A particularly striking example occurred when we attempted to clarify our understanding. The difference was notable. o1 responded like a thoughtful colleague, addressing our specific points, while GPT-4 felt more like a know-it-all friend who rambled on, requiring me to sift through the information for valuable insights. Summary and Recommendations In essence, if we were to personify these models, GPT-4 would be the overzealous friend who dives into a stream of consciousness, while o1 would be the more attentive listener who takes a moment to reflect before delivering precise and relevant insights. Here are some scenarios where o1 may outperform GPT-4, justifying its higher cost: By leveraging these insights, you can better navigate the strengths of each model in your tasks and inquiries. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

September 26, 2024in Salesforce

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