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OpenAI’s o1 model

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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Matching Record Check

Matching Record Check

Salesforce Matching Record Check in Flow Create Element: Summer ’24 Update With the Summer ’24 Release, Salesforce introduced a new feature allowing users to check for matching records when using the Create element in Flows. This enhancement provides more control over record creation, especially when dealing with potential duplicates. Single Record Creation with Matching Check When a matching record is identified, you have the following options: If multiple matching records are found, you can choose to: It’s important to note that the definition of a “matching record” in this context is not tied to Salesforce’s traditional matching and duplicate rules. Instead, it is determined by the criteria you set within the Create element. You can specify multiple criteria lines and combine them using AND or OR logic. For example, a match could be identified if both the phone number and last name match the values in the record you’re creating. Use Cases for Single Record Creation and Matching Check This feature can be used to create or update various types of records, such as contacts or leads. It is particularly useful in scenarios where duplicate records need to be avoided, like adding campaign members or public group members. Salesforce typically throws an error if a Flow attempts to add a member who already exists, but this new feature allows you to handle such cases more gracefully. Limitations: Creating Multiple Records with Matching Check: Winter ’25 Update With the Winter ’25 Release, Salesforce extended this functionality to handle collections of records within the Create element. When working with multiple records, you can specify the field to identify existing records: You can also decide what happens if a record creation or update fails: This feature is particularly useful for scenarios like importing leads from an external marketing tool or syncing billing and payment activities from an accounting platform. It mimics the upsert functionality found in other data import tools. Limitations: This enhancement offers more flexibility and control when managing records in Salesforce, ensuring that your data remains clean and accurate while avoiding potential errors in automated processes. 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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AI Leader Salesforce

AI Leader Salesforce

Salesforce Is a Wild Mustang in the AI Race In the bustling world of artificial intelligence, Salesforce Inc. has emerged as an unsurpassed and true leader. “Salesforce?” one might wonder. The company known for its customer relationship management software? How can it be an AI leader if it is only focused on each department or division (or horse) is only focused on its own survival? AI Leader Salesforce. Herds of horses have structure, unique and important roles they each play. While they survival depends greatly on each members’ independece they must remain steadfast in the roles and responsibilities they carry to the entire herd. The lead stallion must be the protector. The lead mare must organize all the mothers and foals into obedient members of the herd. But they must all collaborate. AI Leader Salesforce To stay strong and competetive Salesforce is making bold strides in AI as well. Recently, the company became the first major tech firm to introduce a new class of generative AI tools known as “agents,” which have long been discussed by others but never fully realized. Unlike its competitors, Salesforce is upfront about how these innovative tools might impact employment. This audacious approach could be the key to propelling the company ahead in the AI race, particularly as newer players like OpenAI and Anthropic make their moves. Marc Benioff, Salesforce’s dynamic CEO, is driving this change. Known for his unconventional strategies that helped propel Salesforce to the forefront of the software-as-a-service (SaaS) revolution, Benioff has secured a client base that includes 90% of Fortune 500 companies, such as Walt Disney Co. and Ford Motor Co. Salesforce profits from subscriptions to applications like Sales Cloud and Service Cloud, which help businesses manage their sales and customer service processes. At the recent Dreamforce conference, Salesforce unveiled Agentforce, a new service that enables customers to deploy autonomous AI-powered agents. If Benioff himself is the alpha herd leader, Agentforce may well be the lead mare. Salesforce distinguishes itself by replacing traditional chatbots with these new agents. While chatbots, powered by technologies from companies like OpenAI, Google, and Anthropic, typically handle customer inquiries, agents can perform actions such as filing complaints, booking appointments, or updating shipping addresses. The notion of AI “taking action” might seem risky, given that generative models can sometimes produce erroneous results. Imagine an AI mishandling a booking. However, Salesforce is confident that this won’t be an issue. “Hallucinations go down to zero because [Agentforce] is only allowed to generate content from the sources you’ve trained it on,” says Bill Patterson, corporate strategy director at Salesforce. This approach is touted as more reliable than models that scrape the broader internet, which can include inaccurate information. Salesforce’s willingness to confront a typically sensitive issue — the potential job displacement caused by AI — is also noteworthy. Unlike other AI companies that avoid discussing the impact of cost-cutting on employment, Salesforce openly addresses it. For instance, education publisher John Wiley & Sons Inc. reported that using Agentforce reduced the time spent answering customer inquiries by nearly 50% over three months. This efficiency meant Wiley did not need to hire additional staff for the back-to-school season. In the herd, the leader must acknowledge some of his own offspring will have to join other herds, there is a genetic survival of the fittest factor. I would suspect Benioff will re-train and re-purpose as many of the Salesforce family as he can, rather than seeing them leave the herd. Benioff highlighted this in his keynote, asking, “What if you could surge your service organization and your sales organization without hiring more people?” That’s the promise of Agentforce. And what if? Imagine the herd leader having to be always the alpha, always on guard, always in protective mode. When does he slngeep, eat, rest, and recuperate? Definitely not by bringing in another herd leader. The two inevitably come to arms each excerting their dominance until one is run off by the other, to survive on his own. The herd leader needs to clone himself, create additional herd, or corporate, assets to help him do his job better. Enter the power behind Salesforce’s long history with Artificial Intelligence. The effectiveness of Salesforce’s tools in delivering a return on investment remains to be seen, especially as many businesses struggle to evaluate the success of generative AI. Nonetheless, Salesforce poses a significant challenge to newer firms like OpenAI and Anthropic, which have privately acknowledged their use of Salesforce’s CRM software. For many chief innovation officers, it’s easier to continue leveraging Salesforce’s existing platform rather than adopt new technologies. Like the healthiest of the band of Mustangs, the most skilled and aggressive will thrive and survive. Salesforce’s established presence and broad distribution put it in a strong position at a time when large companies are often hesitant to embrace new tech. Its fearless approach to job displacement suggests the company is poised to profit significantly from its AI venture. As a result, Salesforce may well become a formidable competitor in the AI world. Furthermore taking its own investment in AI education to new heights, one can believe that Salesforce has an eye on people and not just profits. Much like the lead stallion in a wild herd, Salesforce is protecting itself and its biggest asset, its people! By Tectonic’s Salesforce 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 contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Data Cloud and Autonomous Agents

Data Cloud and Autonomous Agents

Salesforce is building momentum with Data Cloud, the heartbeat of its platform and foundation for Agentforce, fueled by strong business demand for unified data to deliver personalized, contextually relevant, and timely customer experiences across its Customer 360 applications, Flow, analytics, and Agentforce—Salesforce’s groundbreaking suite of autonomous AI agents. This week, Salesforce unveiled a major pivot in its AI strategy during its annual Dreamforce conference. The company is introducing AI tools that can handle tasks without human supervision, alongside a new pricing model. Customers will now pay US per conversation held by Salesforce’s new AI “agents,” which are designed to manage tasks such as customer service and scheduling sales meetings autonomously. This shift in strategy reflects Salesforce’s forward-thinking approach to AI and its potential to transform not only technology but also business models. By focusing on AI agents, Salesforce is responding to a market demand for increased workforce capacity without the need for full-time hires or gig workers—a point emphasized by CEO Marc Benioff during his keynote speech. Building on its predictive Einstein platform, Agentforce represents Salesforce’s next step in AI evolution. “Think of it as the next evolution of our AI wave,” said Muralidhar Krishnaprasad, Salesforce’s president and CTO. “We had AI wave one with Einstein’s predictive capabilities, AI wave two with generative AI copilots, and now we’re entering the age of agents.” Agentforce is designed to augment work by handling tasks across platforms, leveraging Salesforce’s Data Cloud to channel structured and unstructured data into agentic experiences. These agents, powered by the Atlas reasoning engine, use dynamic plans and Retrieval-Augmented Generation (RAG) techniques to address real-time customer questions and deliver actionable insights. Salesforce’s AI agents can operate autonomously, supporting businesses by handling a range of customer interactions and tasks with minimal human intervention. Adding to the AI-driven innovations, Salesforce introduced several new Data Cloud advancements that further enhance an organization’s ability to transform customer experiences using data and AI. These include: Data Cloud continues to drive impressive growth, with a 130% YoY increase in paid customers, processing 2.3 quadrillion records in the second quarter alone. Customers like The Adecco Group, Aston Martin, and Air India rely on Data Cloud to unify their data and deliver personalized, real-time customer experiences. For example, Air India uses Data Cloud to integrate data across its loyalty, reservations, and flight systems, allowing it to manage over 550,000 service cases each month. As AI reshapes the industry, Salesforce’s pivot to autonomous agents and a conversation-based pricing model shows its commitment to leading the charge in enterprise AI adoption, with Data Cloud as its driving force. Despite some software vendors struggling to capitalize on AI advancements, Salesforce’s new model positions it to thrive in a market where AI’s impact is just beginning to unfold. 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Winter 25 Release Ready

Winter 25 Release Ready

As summer wraps up and we return from our vacations, it’s time to shift our focus to winter — at least for those of us working in the Salesforce ecosystem. Salesforce’s three major releases each year mean that fall is the only season we skip, jumping straight from summer into the Winter ‘25 Release. Key dates for the Salesforce Winter ‘25 Release include September 6, October 5, and October 12. However, the exact date of the update depends on your Salesforce instance. To find out when your instance will be updated, visit Salesforce Trust, search by instance name or domain, and click “maintenance” to see your specific schedule. As a certified Salesforce professional, I’m excited about the new features rolling out in the coming weeks. Here’s a preview of some of the most important updates in the Winter ‘25 Release: 1. Inline Editing in the Enhanced User List View One long-awaited update is inline editing for user records. While this feature has existed for most objects, it wasn’t available for the user object. With the Winter ‘25 update, inline editing for users will be available through the enhanced user list view, which can be enabled in Setup. 2. View Object Access from Object Manager This update is sure to streamline workflows, offering a read-only object access summary in Object Manager. This summary provides a clear view of access to each object. Although it’s currently read-only, future releases are expected to enable CRUD edits directly from this summary, further enhancing object management. 3. Centralized Management of User Details User information will now be consolidated in the enhanced user access summary page. Both standard and custom user fields will be aligned with the user details section of the assigned profile page layout, simplifying the process of viewing and editing user details. The summary view will be accessible directly from a user’s record in Setup. 4. Insights into User Permission Assignments The Winter ‘25 update introduces a new “user access summary” feature, which provides insights into the profiles, permission sets, and permission set groups that grant specific permissions to users. This new option in Setup will greatly simplify user management, making it easier to track down permissions that were previously harder to locate. 5. Simplified Public Group Membership Management Managing public groups will be more efficient with the new public group summary page. This update improves performance and makes it easier to handle users, roles, and nested groups. The improved member selection experience will allow us to add or remove up to 100 members at once and edit or delete public groups directly from the summary page. 6. Sales Cloud Go: Discover and Set Up Features Easily Sales Cloud Go, a new feature arriving with the Winter ‘25 Release, will help users discover and enable Sales Cloud features with just a click. Located in Sales Setup, Sales Cloud Go offers screenshots, guided tours, videos, and help topics for each feature. If your account app is activated, you’ll even be able to purchase add-on licenses directly from Sales Cloud Go. 7. Conditional Formatting for Record Fields Dynamic forms are getting a boost with the addition of conditional formatting in the Salesforce Lightning App Builder. This feature will enable admins to apply formatting to fields based on rule sets, helping users quickly identify key information on a record page. These updates reflect Salesforce’s continued commitment to improving user experience and streamlining processes. As we look forward to the Winter ‘25 Release, these new features promise to enhance productivity and simplify many aspects of Salesforce management. 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Choose Salesforce for SMS

Choose Salesforce for SMS

Why Integrating SMS with Salesforce Transforms Business Communication Effective communication is crucial in today’s fast-paced business environment. A company’s success often hinges on its ability to interact seamlessly with customers—whether through personalized service, timely updates, or the latest product offerings. Choose Salesforce for SMS. Today’s customers demand a seamless, omnichannel experience that goes beyond traditional communication methods like flyers and emails. They expect real-time, two-way interactions, which is where Salesforce SMS apps come into play. These apps, which integrate smoothly with existing CRM systems, are transforming how businesses engage with their customers. 5 Reasons to Integrate SMS with Salesforce Integrating SMS with Salesforce offers numerous benefits, primarily enhancing customer-facing efficiency and effectiveness. Here are five key advantages: SMS for Salesforce enables businesses to provide immediate customer support. For instance, logistics companies can use SMS to notify customers about delivery statuses or appointment updates in real time. SMS boasts an impressive open rate—over 95% within the first three minutes—making it a highly effective medium for increasing marketing engagement compared to email. You can even couple Salesforce SMS with tools like geofencing to send notifications via SMS when they are in the store. Integrating SMS with Salesforce allows for streamlined automation of processes such as order updates and appointment reminders. This reduces the need for manual intervention, boosts productivity, and frees up resources for more strategic tasks. Automated texts can be scheduled based on customer behavior or sales stages, optimizing workflows and enhancing efficiency. With a response rate of approximately 45%, SMS is highly effective for engaging customers. It facilitates prompt replies due to its immediate nature. Sales and marketing teams can leverage SMS for direct interactions, while retailers can use it to distribute discount codes and drive quick responses. Additionally, SMS is ideal for important notifications, enhancing customer service. By integrating SMS with Salesforce, businesses can tailor their messages to address specific customer needs and preferences. This personalization fosters stronger customer relationships and improves conversion rates. For example, a travel agency can send personalized vacation recommendations, while financial advisors can provide client-specific updates and advice. Salesforce’s integration with SMS allows for robust tracking and analysis of customer interactions and campaign effectiveness. Marketing teams can refine their strategies by reviewing metrics such as open rates, click-through rates, and conversion rates from SMS campaigns. Additionally, customer support teams can evaluate response times and resolution rates to improve service efficiency. How to Implement SMS in Salesforce To send and receive texts via Salesforce, you have several options: Salesforce offers two primary SMS solutions: Mobile Studio and Digital Engagement. For more tailored functionality, you can use Salesforce API or another API provider to develop a custom texting solution. While this offers greater flexibility and avoids extra costs, it involves significant development time and expense. Opting for a Salesforce-native SMS app from the Salesforce AppExchange can be advantageous. These apps, designed specifically for SMS within Salesforce, often offer: These native apps also come with dedicated customer support, making them a cost-effective and efficient choice. Best Practices for SMS Communication While SMS boasts high engagement rates, it’s essential to follow best practices to maintain a positive customer experience: Ensure compliance with data privacy regulations like GDPR and CCPA by securing clear consent from customers before sending SMS. Automate re-opt-in processes to maintain compliance. Send messages during the recipient’s regular business hours to avoid disturbing them at inconvenient times. Stay in touch with your audience regularly but avoid overwhelming them with excessive messages. Provide valuable content to keep engagement high. Use the same number for messaging to help customers recognize your communications and build trust. Respond promptly and courteously to customer replies. Provide clear, detailed responses to inquiries. Acknowledge and reward outstanding customer actions with thoughtful messages or gestures, such as donations to their favorite charities. Even a thank you for your purchase message can contain a surprise such as a coupon or a notification that a free gift is included with their order. Use SMS to highlight important announcements, events, or opportunities, tapping into the fear of missing out to drive engagement. SMS is the perfect omnichannel tool to incorporate into all your Salesforce journeys. Balance promotional content with conversational engagement to avoid appearing pushy and to keep the communication enjoyable for customers. People are much happier to get news they can use rather than advertisements. Encourage further engagement by including clear, actionable steps in your SMS messages, such as signing up for a free trial or using a discount code. A call to action must be designed with smaller screen views in mind. Include an easy way for recipients to unsubscribe from future messages to comply with legal requirements and respect customer preferences. By integrating SMS with Salesforce and adhering to these best practices, businesses can enhance their communication strategies, foster better customer relationships, and drive greater engagement. 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Introducing Marketing Cloud Advanced

Introducing Marketing Cloud Advanced

Salesforce has unveiled a series of innovations in its Marketing Cloud, (Introducing Marketing Cloud Advanced) designed to empower businesses with AI-driven tools and enhanced data capabilities to elevate customer engagement. These new features aim to deepen customer relationships, improve team productivity, and boost operational efficiency. Introducing Marketing Cloud Advanced One of the standout innovations is Marketing Cloud Advanced, an upcoming edition that integrates advanced automation and AI. This edition is designed to connect marketing journeys with sales, service, and commerce workflows, offering a more personalized experience across multiple customer touchpoints. Additionally, the introduction of Agentforce for Marketing will bring generative and predictive AI into the marketing realm, helping marketers create comprehensive, end-to-end campaign experiences. Steve Hammond, Executive Vice President and General Manager of Marketing Cloud at Salesforce, commented: “Today’s most successful marketers engage customers on their terms and act as value multipliers across the entire customer experience—whether helping sales or service have more personalized conversations or re-engaging inactive customers. Built on Data Cloud, Marketing Cloud is the only solution that unifies data across every department and moment in the customer lifecycle, powered by Agentforce Agents and automation, driving growth, loyalty, and optimizing ROI.” Agentforce for Marketing introduces several capabilities that streamline marketing processes. Marketers can now plan, launch, and optimize campaigns with ease. Agentforce allows marketers to set campaign goals and brand guidelines, after which the AI generates campaign briefs, identifies target audience segments, and drafts initial emails and landing pages. The system continuously monitors performance and provides data-driven optimization suggestions based on key performance indicators (KPIs). A key addition is Einstein Marketing Intelligence (EMI), which helps marketers manage and optimize cross-channel campaign performance. EMI automates the process of data preparation, enrichment, harmonization, and visualization, enabling marketers to measure campaign effectiveness and make informed decisions to improve return on investment. Furthermore, Salesforce introduced Einstein Personalization, an AI-powered decision engine that delivers tailored customer experiences. This tool allows sales, service, and commerce teams to engage customers in real time based on live interactions and data. Using Flow’s A/B split testing feature, marketers can select dynamic email content for different audience segments and track performance to adjust strategies effectively. Sarah Lukins, General Manager of Digital at Fisher & Paykel Appliances, praised the new functionality: “Salesforce enables us to seamlessly access all of our marketing, commerce, service, sales, and external data in one place and leverage AI for more targeted audience engagement. We can now deliver more relevant and consistent personalized experiences across email, ads, web, social, and service engagements.” The Marketing Cloud Advanced Edition will roll out to customers in North America, Europe, and Latin America, while Agentforce Personalization is expected to become generally available by next summer. Additional releases include expanded Einstein multi-language support and unified SMS conversation capabilities. These innovations are part of Salesforce’s ongoing efforts to equip marketers with unified and actionable data, enhancing the performance of marketing teams and fostering deeper integration across organizations. Through AI and automation, Salesforce is helping businesses deliver more personalized, connected, and seamless 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Salesforce to Acquire Zoomin

Salesforce to Acquire Zoomin

Salesforce to Acquire Zoomin: Enhancing AI Capabilities with Unstructured Data Salesforce, the world’s leading AI CRM, has signed a definitive agreement to acquire Zoomin, a top data management provider specializing in unstructured data. This acquisition is a pivotal move that will strengthen Salesforce’s Data Cloud, empowering AI agents with more personalized, context-aware capabilities. With Zoomin’s technology, Salesforce’s Agentforce platform will gain new intelligence, allowing customers to build AI that delivers real-time, data-driven responses tailored to individual needs. The acquisition is expected to close in the fourth quarter of Salesforce’s fiscal year 2025, subject to customary closing conditions. “Proprietary unstructured data is powerful fuel our customers can use for AI agents and customer experiences,” said Rahul Auradkar, EVP & GM of Unified Data Services & Einstein at Salesforce. “Zoomin’s proven expertise and technology will accelerate Data Cloud’s innovation and enable our customers to get better value from Agentforce. This transaction underscores our commitment to help customers harness the value of all their data, offering contextual AI experiences backed by enterprise-leading trust controls.” Strategic Value of the Acquisition With the integration of Zoomin’s technology, Salesforce can unlock new use cases for customers across various touchpoints. For example, Service Cloud users will be able to automate service interactions by leveraging enterprise knowledge, enhancing the efficiency of Agentforce for service representatives. This integration will lead to faster issue resolution, increased customer satisfaction, and reduced operational costs. Zoomin’s ability to consolidate unstructured data from multiple sources will empower service teams with a comprehensive understanding of their customers, turning distributed knowledge into actionable insights. Zoomin’s CEO, Gal Oron, echoed this sentiment: “We’re both humbled and excited to join forces with Salesforce. As organizations accelerate their enterprise AI transformation, our joint mission is to support them and ensure AI doesn’t hit the data wall. As part of the #1 AI CRM, we’ll enable customers to leverage their existing enterprise data in ways they never thought possible.” A Long-Standing Partnership Zoomin has been a Salesforce AppExchange partner since 2018 and became a part of the Salesforce Ventures portfolio in 2019. Through this partnership, hundreds of Salesforce customers already use Zoomin’s unified knowledge platform to deliver intuitive customer experiences. This acquisition builds on that foundation, with Zoomin set to enhance Salesforce’s AI-driven platforms by making enterprise knowledge more accessible and usable for AI agents. Despite the significance of this acquisition, Salesforce noted that it would not result in any changes to its financial guidance provided in August 2024, and no further financial details will be disclosed. This move is part of Salesforce’s broader strategy to push deeper into AI-powered customer experiences, enabling customers to utilize the full potential of their data for more intelligent, personalized interactions across all channels. 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Agentforce - AI's New Role in Sales and Service

Agentforce – AI’s New Role in Sales and Service

From Science Fiction to Reality: AI’s Game-Changing Role in Service and Sales AI for service and sales has reached a critical tipping point, driving rapid innovation. At Dreamforce in San Francisco, hosted by Salesforce we explored how Salesforce clients are leveraging CRM, Data Cloud, and AI to extract real business value from their Salesforce investments. In previous years, AI features branded under “Einstein” had been met with skepticism. These features, such as lead scoring, next-best-action suggestions for service agents, and cross-sell/upsell recommendations, often required substantial quality data in the CRM and knowledge base to be effective. However, customer data was frequently unreliable, with duplicate records and missing information, and the Salesforce knowledge base was underused. Building self-service capabilities with chatbots was also challenging, requiring accurate predictions of customer queries and well-structured decision trees. This year’s Dreamforce revealed a transformative shift. The advancements in AI, especially for customer service and sales, have become exceptionally powerful. Companies now need to take notice of Salesforce’s capabilities, which have expanded significantly. Agentforce – AI’s New Role in Sales and Service Some standout Salesforce features include: At Dreamforce, we participated in a workshop where they built an AI agent capable of responding to customer cases using product sheets and company knowledge within 90 minutes. This experience demonstrated how accessible AI solutions have become, no longer requiring developers or LLM experts to set up. The key challenge lies in mapping external data sources to a unified data model in Data Cloud, but once achieved, the potential for customer service and sales is immense. How AI and Data Integrate to Transform Service and Sales Businesses can harness the following integrated components to build a comprehensive solution: Real-World Success and AI Implementation OpenTable shared a successful example of building an AI agent for its app in just two months, using a small team of four. This was a marked improvement from the company’s previous chatbot projects, highlighting the efficiency of the latest AI tools. Most CEOs of large enterprises are exploring AI strategies, whether by developing their own LLMs or using pre-existing models. However, many of these efforts are siloed, and engineering costs are high, leading to clunky transitions between AI and human agents. Tectonic is well-positioned to help our clients quickly deploy AI-powered solutions that integrate seamlessly with their existing CRM and ERP systems. By leveraging AI agents to streamline customer interactions, enhance sales opportunities, and provide smooth handoffs to human agents, businesses can significantly improve customer experiences and drive growth. Tectonic is ready to help businesses achieve similar success with AI-driven innovation. 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Oracle Advertising Sundown

Oracle Advertising Sundown

Oracle Shifts Focus to B2B CX, Introduces New Fusion Cloud Features Despite winding down its online advertising products, Oracle is doubling down on its investment in customer experience (CX) technology, particularly in enabling B2B buying and supporting subscription and consumption models. During the Oracle CloudWorld conference on Wednesday, the company unveiled new capabilities for its Fusion Cloud Customer Experience and Unity Customer Data Platform. These enhancements empower Oracle CX users to analyze customer profiles to assemble B2B buying teams, leverage generative AI tools like native analytics, and utilize industry-specific accelerators to speed up the adoption of customer data tools. Key features include the ability to create self-service sites for individual accounts, enabling customers to review and summarize contracts using generative AI, receive quotes, and renew subscriptions. Other features enhance “assisted buying experiences,” blending self-service and human interaction, while tools like account onboarding and AI-powered email drafting simplify full-service sales processes. Subscription models, though still in their early stages for B2B, offer a streamlined alternative to traditional procurement processes. As Liz Miller, an analyst at Constellation Research, noted, subscription-based buying is easier and quicker, avoiding the lengthy procurement cycles many B2B buyers are familiar with. “The pain of traditional B2B buying is still fresh in everyone’s mind,” she said. Oracle Advertising Shuts Down Oracle’s advertising product support will end on September 30, as confirmed by CEO Safra Catz during the company’s June earnings call. The Oracle Advertising Data Management Platform (DMP), built from its BlueKai acquisition, is being retired, following in the footsteps of Salesforce, which discontinued its Audience Studio in 2021. Despite Oracle winding down its ad platform, this move shouldn’t be seen as a shift away from customer experience. Oracle founder Larry Ellison remains deeply involved in shaping the company’s CX strategy, with a focus on marketing tools and Apex low-code platforms, said Rob Pinkerton, Oracle’s senior vice president. Oracle’s modernized CX suite, built on the Fusion Cloud platform, has evolved significantly in recent years, though questions remain about whether it’s too late to regain market share. “Oracle as a CX platform has fallen off the radar for many buyers,” said Miller, adding that customers are no longer debating between Oracle, Microsoft, and Salesforce in the CX space. New Industry-Specific Tools for CX Oracle has also expanded its CX platform with industry-specific tools designed to accelerate the adoption of its customer data platform (CDP) across sectors such as high tech, manufacturing, professional services, telecommunications, utilities, financial services, travel, and retail. According to Rebecca Wettemann, CEO of research firm Valoir, Oracle’s Fusion platform has matured significantly and now supports the complexity of modern customer needs. Wettemann highlighted how common components like customer interaction summaries can be adapted for multiple industries, delivering faster results than traditional applications. Oracle’s Clinical Digital Assistant is one such example of this approach, illustrating the platform’s versatility and AI-driven enhancements. With these developments, Oracle continues to refine its CX offerings to better meet the unique demands of B2B customers, providing tools that streamline operations and enhance customer experiences across various industries. 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Open AI Update

Open AI Update

OpenAI has established itself as a leading force in the generative AI space, with its ChatGPT being one of the most widely recognized AI tools. Powered by the GPT series of large language models (LLMs), as of September 2024, ChatGPT primarily uses GPT-4o and GPT-3.5. This insight provides an Open AI Update. In August and September 2024, rumors circulated about a new model from OpenAI, codenamed “Strawberry.” Initially, it was unclear if this model would be a successor to GPT-4o or something entirely different. On September 12, 2024, the mystery was resolved with the official launch of OpenAI’s o1 models, including o1-preview and o1-mini. What is OpenAI o1? OpenAI o1 is a new family of LLMs optimized for advanced reasoning tasks. Unlike earlier models, o1 is designed to improve problem-solving by reasoning through queries rather than just generating quick responses. This deeper processing aims to produce more accurate answers to complex questions, particularly in fields like STEM (science, technology, engineering, and mathematics). The o1 models, currently available in preview form, are intended to provide a new type of LLM experience beyond what GPT-4o offers. Like all OpenAI LLMs, the o1 series is built on transformer architecture and can be used for tasks such as content summarization, new content generation, question answering, and writing code. Key Features of OpenAI o1 The standout feature of the o1 models is their ability to engage in multistep reasoning. By adopting a “chain-of-thought” approach, o1 models break down complex problems and reason through them iteratively. This makes them particularly adept at handling intricate queries that require a more thoughtful response. The initial September 2024 launch included two models: Use Cases for OpenAI o1 The o1 models can perform many of the same functions as GPT-4o, such as answering questions, summarizing content, and generating text. However, they are particularly suited for tasks that benefit from enhanced reasoning, including: Availability and Access The o1-preview and o1-mini models are available to users of ChatGPT Plus and Team as of September 12, 2024. OpenAI plans to extend access to ChatGPT Enterprise and Education users starting September 19, 2024. While free ChatGPT users do not have access to these models at launch, OpenAI intends to introduce o1-mini to free users in the future. Developers can also access the models through OpenAI’s API, and third-party platforms such as Microsoft Azure AI Studio and GitHub Models offer integration. Limitations of OpenAI o1 As preview models, o1 comes with certain limitations: Enhancing Safety with OpenAI o1 To ensure safety, OpenAI released a System Card that outlines how the o1 models were evaluated for risks like cybersecurity threats, persuasion, and model autonomy. The o1 models improve safety through: GPT-4o vs. OpenAI o1 Here’s a quick comparison between GPT-4o and OpenAI’s new o1 models: Feature GPT-4o o1 Models Release Date May 13, 2024 Sept. 12, 2024 Model Variants Single model Two variants: o1-preview and o1-mini Reasoning Capabilities Good Enhanced, especially for STEM fields Mathematics Olympiad Score 13% 83% Context Window 128K tokens 128K tokens Speed Faster Slower due to in-depth reasoning Cost (per million tokens) Input: $5; Output: $15 o1-preview: $15 input, $60 output; o1-mini: $3 input, $12 output Safety and Alignment Standard Enhanced safety, better jailbreak resistance OpenAI’s o1 models bring a new level of reasoning and accuracy, making them a promising advancement in generative AI. 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 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more Top Ten Reasons Why Tectonic Loves the Cloud The Cloud is Good for Everyone – Why Tectonic loves the cloud You don’t need to worry about tracking licenses. Read more

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Dreamforce 24 Insights

Dreamforce 24 Insights

Three Key Insights You Might Have Missed from Dreamforce ’24 In today’s digital-driven world, interconnected systems are commonplace and essential, making platform integration and unified operations critical. As AI becomes more central, technologies like Salesforce Agentforce AI are drawing increased attention. At Dreamforce ’24, automation and AI were the event’s stars, particularly Salesforce’s plans for Agentforce AI. Dreamforce 24 Insights. Here are three key insights from Dreamforce ’24 that you might have missed: 1. Salesforce’s Automation Plans Could Reshape Its Future Salesforce has a solid reputation for business automation, but now, with agentic systems entering the picture, the company is looking at a transformative opportunity. John Furrier of theCUBE noted during Dreamforce, “Salesforce is positioned to use generative AI to simplify complexity and reduce the steps required to get things done.” As Salesforce integrates generative AI, the emphasis on securing and utilizing data becomes paramount. Christophe Bertrand of theCUBE pointed out that many organizations are not fully utilizing their data. The introduction of Agentforce AI, which aims to leverage this untapped potential, could bring automation to new heights and fundamentally transform how businesses operate. 2. Salesforce Agentforce AI Aims to Integrate Seamlessly Into Business Workflows A major focus of Dreamforce was Salesforce’s new AI offering—Agentforce. According to Muralidhar Krishnaprasad, Salesforce’s CTO, this represents the next stage of AI for the company. While earlier efforts focused on predictive AI (Einstein) and generative AI copilots, Agentforce moves toward more autonomous AI agents. “Our platform will be one of the most comprehensive for agent development,” Krishnaprasad explained. He highlighted that Agentforce will allow businesses to deploy AI agents across various functions—advertising, sales, service, and analytics—creating a seamless AI-driven ecosystem within the Salesforce platform. David Schmaier, president and CPO of Salesforce, added that Agentforce will transform customer interactions by integrating AI agents with Salesforce Data Cloud to deliver more personalized and efficient experiences. 3. Strategic Partnerships Are Streamlining Business and Enhancing Customer Solutions At Dreamforce, partnerships played a key role in Salesforce’s strategy for the future. A collaboration between Salesforce and AWS is streamlining procurement for joint customers through AWS Marketplace. This partnership allows companies to optimize their spend management and simplify the purchasing process for Salesforce products. IBM is also leveraging Agentforce to drive new outcomes through watsonx Orchestrate, as Nick Otto, IBM’s head of global strategic partnerships, explained. Automation and orchestration have been focal points for both IBM and Salesforce. Another partnership with Canva showcased AI-driven data autofill capabilities that integrate with Salesforce CRM. This allows sales teams to create personalized presentations at scale, automating workflows and increasing efficiency, as noted by Canva’s Chief Customer Officer, Rob Giglio. These insights from Dreamforce ’24 highlight the growing importance of AI, automation, and strategic partnerships in shaping the future of business operations with Salesforce at the forefront. 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Salesforce Success Story

Case Study: Salesforce Advanced Forcasting and Streamline Operations Yields Big Change and Bigger Results

Case Study: Salesforce Advanced Forcsting and Streamline Operations Yields Big Change and Bigger Results

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Next Gen Commerce Cloud

Next Gen Commerce Cloud

Salesforce has launched the next generation of Commerce Cloud, delivering a unified platform that connects B2C, DTC, and B2B commerce, along with Order Management, Payments, and more, to drive seamless customer experiences and revenue growth. With these innovations, businesses can scale across digital and physical channels while leveraging trusted AI and enterprise-wide data for smarter operations. Next Gen Commerce Cloud. Key features include Autonomous Agentforce Agents, which enhance commerce for merchants, buyers, and shoppers by automating tasks such as product recommendations and order tracking. Companies like MillerKnoll have seen success by using Commerce Cloud’s innovations to scale their workforce and drive revenue across multiple channels. New Agentforce Agents for Commerce — Merchant, Buyer, and Personal Shopper — autonomously manage tasks and improve the customer journey. They handle tasks without human intervention, such as product recommendations or order lookups, drawing insights from rich data sources like customer interactions, inventory, orders, and reviews. By tapping into unified data, these agents augment employees, offering tailored experiences and increasing efficiency, while strictly adhering to privacy and security standards. Salesforce’s Commerce Cloud now natively integrates every part of the commerce journey, helping businesses break down data silos and offer consistent, personalized interactions. As Michael Affronti, SVP and GM of Commerce Cloud, highlights: “Unified commerce is the future, breaking down silos to deliver seamless experiences across all channels.” Key new features and functionalities include: With these advancements, Commerce Cloud empowers businesses to create seamless, AI-powered experiences that drive customer loyalty, operational efficiency, and revenue growth across every touchpoint. 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Tableau Einstein is Here

Tableau Einstein is Here

Tableau Einstein marks a new chapter for Tableau, transforming the analytics experience by moving beyond traditional reports and dashboards to deliver insights directly within the flow of a user’s work. This new AI-powered analytics platform blends existing Tableau and Salesforce capabilities with innovative features designed to revolutionize how users engage with data. The platform is built around four key areas: autonomous insight delivery through AI, AI-assisted development of a semantic layer, real-time data access, and a marketplace for data and AI products, allowing customers to personalize their Tableau experience. Some features, like Tableau Pulse and Tableau Agent, which provide autonomous insights, are already available. Additional tools, such as Tableau Semantics and a marketplace for AI products, are expected to launch in 2025. Access to Tableau Einstein is provided through a Tableau+ subscription, though pricing details remain private. Since being acquired by Salesforce in 2019, Tableau has shifted its focus toward AI, following the trend of many analytics vendors. In February, Tableau introduced Tableau Pulse, a generative AI-powered tool that delivers insights in natural language. In July, it also rolled out Tableau Agent, an AI assistant to help users prepare and analyze data. With AI at its core, Tableau Einstein reflects deeper integration between Tableau and Salesforce. David Menninger, an analyst at Ventana Research, commented that these new capabilities represent a meaningful step toward true integration between the two platforms. Donald Farmer, founder of TreeHive Strategy, agrees, highlighting that while the robustness of Tableau Einstein’s AI capabilities compared to its competitors remains to be seen, the platform offers more than just incremental add-ons. “It’s an impressive release,” he remarked. A Paradigm Shift in Analytics A significant aspect of Tableau Einstein is its agentic nature, where AI-powered agents deliver insights autonomously, without user prompts. Traditionally, users queried data and analyzed reports to derive insights. Tableau Einstein changes this model by proactively providing insights within the workflow, eliminating the need for users to formulate specific queries. The concept of autonomous insights, represented by tools like Tableau Pulse and Agentforce for Tableau, allows businesses to build autonomous agents that deliver actionable data. This aligns with the broader trend in analytics, where the market is shifting toward agentic AI and away from dashboard reliance. Menninger noted, “The market is moving toward agentic AI and analytics, where agents, not dashboards, drive decisions. Agents can act on data rather than waiting for users to interpret it.” Farmer echoed this sentiment, stating that the integration of AI within Tableau is intuitive and seamless, offering a significantly improved analytics experience. He specifically pointed out Tableau Pulse’s elegant design and the integration of Agentforce AI, which feels deeply integrated rather than a superficial add-on. Core Features and Capabilities One of the most anticipated features of Tableau Einstein is Tableau Semantics, a semantic layer designed to enhance AI models by enabling organizations to define and structure their data consistently. Expected to be generally available by February 2025, Tableau Semantics will allow enterprises to manage metrics, data dimensions, and relationships across datasets with the help of AI. Pre-built metrics for Salesforce data will also be available, along with AI-driven tools to simplify semantic layer management. Tableau is not the first to offer a semantic layer—vendors like MicroStrategy and Looker have similar features—but the infusion of AI sets Tableau’s approach apart. According to Tableau’s chief product officer, Southard Jones, AI makes Tableau’s semantic layer more agile and user-friendly compared to older, labor-intensive systems. Real-time data integration is another key component of Tableau Einstein, made possible through Salesforce’s Data Cloud. This integration enables Tableau users to securely access and combine structured and unstructured data from hundreds of sources without manual intervention. Unstructured data, such as text and images, is critical for comprehensive AI training, and Data Cloud allows enterprises to use it alongside structured data efficiently. Additionally, Tableau Einstein will feature a marketplace launching in mid-2025, which will allow users to build a composable infrastructure. Through APIs, users will be able to personalize their Tableau environment, share AI assets, and collaborate across departments more effectively. Looking Forward As Tableau continues to build on its AI-driven platform, Menninger and Farmer agree that the vendor’s move toward agentic AI is a smart evolution. While Tableau’s current capabilities are competitive, Menninger noted that the platform doesn’t necessarily set Tableau apart from competitors like Qlik, MicroStrategy, or Microsoft Fabric. However, the tight integration with Salesforce and the focus on agentic AI may provide Tableau with a short-term advantage in the fast-changing analytics landscape. Farmer added that Tableau Einstein’s autonomous insight generation feels like a significant leap forward for the platform. “Tableau has done great work in creating an agentic experience that feels, for the first time, like the real deal,” he said. Looking ahead, Tableau’s roadmap includes a continued focus on agentic AI, with the goal of providing each user with their own personal analyst. “It’s not just about productivity,” said Jones. “It’s about changing the value of what can be delivered.” Menninger concluded that Tableau’s shift away from dashboards is a reflection of where business intelligence is headed. “Dashboards, like data warehouses, don’t solve problems on their own. What matters is what you do with the information,” he said. “Tableau’s push toward agentic analytics and collaborative decision-making is the right move for its users and the market as a whole.” 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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