Salesforce Enhances Service Cloud Digital Engagement for Unified Customer Interactions Salesforce has unveiled new enhancements to Service Cloud Digital Engagement, aimed at unifying unstructured conversational data from various digital channels, departments, and devices within a single platform. Built on the Einstein 1 Platform, these enhancements enable service leaders to gain a more holistic view of
Salesforce Service Cloud users are set to receive more Einstein 1 generative AI tools in June and October. A key development is the expansion of automated customer conversations across more sales and marketing platforms. Generative AI and Service Cloud family of tools is growing. This insight aims to uncover the numerous use cases of generative
Sales Salesforce Summer 24 Sales Release. Boost your sales teams’ results with new Einstein features, more actions, and improved performance and setup experiences. Sales rep’s get a boost to their productivity with standard and custom list view actions in the Account, Contact, and Lead Intelligence views. Sales teams have a bird’s-eye view of their conversations
Education Cloud Academic Operations Academic Operations serves as the central hub for creating and managing your institution’s learning-related objects and the relationships between them. With this powerful tool, staff can: The entities you set up in Academic Operations—such as learning courses, programs, and schedules—lay the groundwork for the Recruitment & Admissions and Student Success apps.
Is It Time to Upgrade Your Web Analytics? For years, you might have relied on free web analytics tools, thinking they do the job or resigning yourself to an “it is what it is” mindset. But what if there’s a better way to truly understand your customers and supercharge your marketing efforts? Upgrading to a
The Salesforce and Live Chat integration lets you create leads and contacts from chats and offline messages. Salesforce Sales Cloud is a platform for managing a sales team and customer relationships. With Salesforce, you have a complete view of your customers including contact information, quotes, notes, and interactions. Salesforce helps you boost productivity by using
The applications of Retrieval-Augmented Generation (RAG) are diverse and expanding rapidly. Use Cases for Retrieval-Augmented Generation. Here are some key examples of how and where RAG is being utilized: Search Engines Search engines have implemented RAG to deliver more accurate and up-to-date featured snippets in their search results. RAG is particularly useful for applications of
Numerous vendors in the enterprise software market are currently emphasizing their AI capabilities, envisioning a future where AI can address a wide array of global challenges, from healthcare to climate change. While the realization of these claims remains uncertain, the practical and impactful applications of AI in everyday scenarios often go unnoticed. There exists ample
When was the last time you relocated? Remember the hassle of packing up all your stuff, loading it onto a truck, and unpacking everything at your new digs, hoping it all survived the journey? Now, imagine if your furniture and possessions could simply teleport to your new location in perfect condition. While this may not
Salesforce AI Innovations: Empowering Student Success and Faculty Efficiency Salesforce is introducing new Education Cloud AI Innovations, AI-powered tools designed to streamline the educational journey, enabling students to chart clear paths to graduation, translate their coursework into resume-ready skills, and connect with mentors who can guide them toward their career goals. Enhancing Faculty and Staff
Salesforce is retiring their legacy Chat service (formerly Live Agent) including LiveAgent, Salesforce Chat, Embedded Chat and Service Chat; on February 14, 2026. Salesforce Legacy Chat Service Retirement. On February 14, 2026, Salesforce will sunset their legacy Chat features and functionality, and the feature set will no longer be available. Additionally, legacy Chat will no
Salesforce has introduced a new intelligence source for service agents called Unified Knowledge. This solution aggregates information from third-party sources and integrates it into Salesforce, enhancing the customer data available in Data Cloud. Unified Knowledge Overview Enhanced Service with Unified Knowledge Unified Knowledge aggregates data from sources like SharePoint, Confluence, Google Drive, and brand websites,
The DevOps company Copado has announced a new AI assistant for Salesforce test creation called Test Copilot. Copado already integrates with Salesforce. Copado AI Testing for Salesforce This follows the company’s recent announcement of Copado Explorer, which is an automated testing solution designed for Salesforce users, as well as the launch of its AI assistant CopadoGPT, which Test
General-purpose large language models (LLMs) offer businesses the convenience of immediate use without requiring any special setup or customization. However, to maximize the potential of LLMs in business environments, organizations can achieve significant benefits by customizing these models through training on their own data. Custom LLMs excel at handling organization-specific tasks that generic LLMs—such as
Salesforce has secured a patent for a group-based communication interface designed to facilitate efficient communication within and across different channels. The patented method involves users selecting multiple channels through graphical identifiers on the interface and posting messages across those chosen channels. Group-Based Messaging With Graphical Identifier Actuators. According to GlobalData’s company profile on Salesforce, social
