The current phase of disillusionment is not a dead end but rather a recalibration. As enterprises and vendors align expectations with the technology’s capabilities, generative AI can move beyond the hype to deliver sustainable value.
Google Prepares AI-Powered Jarvis Agent for Automated Browser Tasks in Chrome Google is reportedly gearing up to launch “Project Jarvis,” an AI-powered browser agent designed to automate tasks directly within the Chrome ecosystem. According to The Information, the tool is expected to roll out in December to select users and will leverage Google’s advanced Gemini 2.0 AI model. Jarvis aims to simplify repetitive online tasks, such as organizing information or booking reservations, offering a seamless and efficient digital assistant embedded within Chrome. This initiative reflects Google’s broader vision to enhance user experiences by automating web-based routines, making its browser a central hub for task automation. Anthropic Expands Desktop Automation with Claude 3.5 Sonnet Anthropic, a key player in the AI landscape, has advanced its Claude 3.5 model with a new “Computer Use” feature, enabling direct interaction with a user’s desktop. This update allows Claude to perform tasks such as typing, clicking, and managing multiple applications, making it a powerful tool for automating workflows like data entry, document management, and customer service. Available through APIs and platforms like Amazon Bedrock and Google Cloud’s Vertex AI, Claude’s new capabilities position it as a versatile solution for businesses seeking desktop-level automation, contrasting Google Jarvis’s browser-specific approach. By interpreting screen elements, Claude’s “Computer Use” mode supports broader applications beyond web tasks, offering businesses an edge in efficiency and scalability. How Google Jarvis Stands Out Unlike Anthropic’s desktop-oriented Claude Sonnet, Google Jarvis focuses on automating tasks within Chrome. Jarvis analyzes screenshots of web pages, interprets user commands, and executes actions like clicks or data entry. While still in development, Jarvis’s design suggests a future where mundane web-based tasks are seamlessly handled by AI. Powered by Google’s Gemini 2.0 language model, Jarvis is tailored for users who prioritize web-specific functions, creating a user-friendly assistant that requires no external software. This aligns with Google’s strategy to deepen integration within its ecosystem, making Chrome a more intuitive and productive environment. Microsoft’s Copilot Agents Lead Business Automation Microsoft, meanwhile, continues to enhance its Copilot AI agents, particularly within Dynamics 365. These specialized agents are designed to automate industry-specific workflows, from lead qualification in sales to financial data reconciliation. Unlike Google Jarvis or Anthropic Claude, Microsoft’s Copilot agents target enterprise users, embedding automation within business applications like Teams, Outlook, and SharePoint. With tools like Copilot Studio, organizations can customize workflows to meet specific needs, offering a level of flexibility that resonates with enterprise clients. Early adopters, including Vodafone and Cognizant, have reported significant productivity gains through these integrations. Microsoft’s efforts position Copilot as a robust partner for day-to-day operations, transforming tasks like analysis, project coordination, and document management into automated, efficient processes. Competing Visions for AI Agents As Google, Anthropic, and Microsoft refine their AI strategies, they’re carving out distinct niches in the AI agent landscape: These approaches highlight the diverse applications of AI agents, from enhancing individual user experiences to transforming business operations. 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
the success of AI in ERP depends on user adoption. If AI agents continue to make implementation easier and enhance current workflows, it’s clear that the future of ERP could indeed be agentic.
Salesforce Prompt Builder: Field Generation Prompt Template What is a Prompt? A prompt is a set of detailed instructions designed to guide a Large Language Model (LLM) in generating relevant and high-quality output. Just like chefs fine-tune their recipes through testing and adjustments, prompt design involves iterating on instructions to ensure that the LLM delivers accurate, actionable results. Effective prompt design involves “grounding” your prompts with specific data, such as business context, product details, and customer information. By tailoring prompts to your particular needs, you help the LLM provide responses that align with your business goals. Like a well-crafted recipe, an effective prompt consists of both ingredients and instructions that work together to produce optimal results. A great prompt offers clear directions to the LLM, ensuring it generates output that meets your expectations. But what does an ideal prompt template look like? Here’s a breakdown: What is a Field Generation Prompt Template? The Field Generation Prompt Template is a tool that integrates AI-powered workflows directly into fields within Lightning record pages. This template allows users to populate fields with summaries or descriptions generated by an LLM, streamlining interactions and enhancing productivity during customer conversations. Let’s explore how to set up a Field Generation Prompt Template by using an example: generating a summary of case comments to help customer service agents efficiently review a case. Steps to Create a Field Generation Prompt Template 1. Create a New Rich Text Field on the Case Object 2. Enable Einstein Setup 3. Create a Prompt Template with the Field Generation Template Type 4. Configure the Prompt Template Workspace Optional: You can also use Flow or Apex to incorporate additional merge fields. 5. Preview the LLM’s Response Example Prompt: Scenario:You are a customer service representative at a company called ENForce.com, and you need a quick summary of a case’s comments. Record Merge Fields: Instructions: vbnetCopy codeFollow these instructions precisely. Do not add information not provided. – Refer to the “contact” as “client” in the summary. – Use clear, concise, and straightforward language in the active voice with a friendly, informal, and informative tone. – Include an introductory sentence and closing sentence, along with several bullet points. – Use a variety of emojis as bullet points to make the list more engaging. – Limit the summary to no more than seven sentences. – Do not include any reference to missing values or incomplete data. 6. Add the “Case Summary” Field to the Lightning Record Page 7. Generate the Summary By following these steps, you can leverage Salesforce’s Prompt Builder to enhance case management processes and improve the efficiency of customer service interactions through AI-assisted summaries. 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
Without measurement, a business is flying by the seat of its pants. In business, as in many areas of life, tracking progress is essential for growth. For example, one individual has been tracking cycling times on the same routes for over five years, and while performance has slowed, improvements in other areas, like taking more time off with family and building stronger client relationships, have been evident. Despite this, many businesses still fail to measure enough, particularly when it comes to understanding key performance indicators. A recent Salesforce survey found that 60% of small businesses rely primarily on cash flow as their key metric, often neglecting other important indicators of business health. For many, the primary measure of success is simply how much money is in the bank account, which, while important, is only a small part of the larger picture. The importance of measurement and metrics for business success and growth cannot be over emphasized. By tracking the right indicators, businesses gain a competitive edge and the ability to adapt and thrive in an ever-changing market. The Importance of Measurement Today, measuring business performance is more critical than ever for several reasons: Key Metrics to Measure While industry-specific metrics are important, there are several universal indicators that every management team should focus on. Thanks to new digital tools, gathering and analyzing these metrics is easier than ever, offering a comprehensive view of a business’s health. The Consequences of Not Measuring Without measurement, businesses are essentially operating without road signs. Small businesses, in particular, may not measure enough, while larger organizations may suffer from “analysis paralysis” by over-measuring and becoming overwhelmed by data. Measurement makes a difference. Just as an individual may track cycling times without measuring other variables like weight or diet, businesses must decide which metrics are most relevant to their success. While some aspects of business may be left unmeasured, others—such as sales, margins, and marketing performance—are vital for growth and strategic decision-making. In conclusion, businesses that embrace measurement are better equipped to navigate challenges, seize opportunities, and ultimately, thrive in a competitive 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 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
The UK Leading AI’s Third Wave: Insights from Salesforce’s AI Readiness Index Salesforce’s latest UK AI Readiness Index positions the UK as a frontrunner in the third wave of AI innovation, particularly in agentic AI—autonomous systems capable of decision-making and action. This comes as nations globally compete for leadership in AI development, with significant implications for economic growth, national security, and technological sovereignty. UK’s AI Readiness Exceeds G7 Averages The index reveals that the UK’s overall readiness score is 65.5, outpacing the G7 average of 61.2. Both government and business sectors outperform their peers, reflecting a robust environment for innovation. Zahra Bahrololoumi, CBE, UKI CEO of Salesforce, highlights the transformative potential of this technology, stating: “Agentic AI is revolutionising enterprise software by enabling seamless collaboration between humans and AI agents, driving customer success. The UK AI Readiness Index affirms the UK’s vision and infrastructure to lead globally in this new wave of innovation.” Driving Forces Behind UK’s Leadership The UK’s strength lies in its holistic approach to AI development, integrating: Minister for AI and Digital Government, Feryal Clark, notes: “These findings are proof that the UK is primed to leverage AI’s potential, showcasing our strength in fostering innovation, investment, and collaboration across sectors.” AI in Action: Transforming UK Businesses Salesforce’s Agentforce platform is helping UK organisations capitalise on AI’s potential. Leading companies such as Capita, Heathrow Airport, and Bionic have reported significant productivity gains: The Road Ahead: Maintaining Leadership The report outlines key priorities for sustaining the UK’s position: Salesforce’s commitment to the UK includes a $4 billion investment over five years and the opening of its AI Centre in London, aimed at training developers and administrators in cutting-edge AI technologies. What the Experts Say Antony Walker, Deputy CEO of techUK, remarks: “The Salesforce UK AI Readiness Index highlights the UK’s strong position to lead the next wave of AI innovation. By supporting SMEs, investing in skills, and ensuring flexible regulation, the UK can solidify its global AI leadership.” Paul O’Sullivan, UKI CTO and SVP Solution Engineering at Salesforce, reinforces the urgency: “We are in the third wave of AI—an autonomous age moving at unprecedented speed. The UK has a unique opportunity to lead, but this requires sustained focus on skills, innovation, and collaboration.” Conclusion As the AI revolution accelerates, the UK’s leadership in agentic AI positions it as a global AI powerhouse. By balancing innovation with responsibility and investing in infrastructure and talent, the UK is not just adapting to AI’s future but shaping it. Salesforce’s AI initiatives, including its Agentforce platform and London AI Centre, ensure the UK remains at the forefront of this transformational journey. 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
At Dreamforce 2024, Salesforce customers showcased the power of Agentforce by creating over 10,000 autonomous agents, each designed to address specific business challenges. The message was clear: “If you can describe it, Agentforce can do it.” By leveraging Agentforce, customers are able to create a flexible, on-demand digital workforce that operates without limitations, making it easy to build and deploy agents using familiar Salesforce tools and language. Why This Matters: Recent Salesforce research reveals that U.S. consumers often spend up to nine hours interacting with customer service to resolve a single issue. Moreover, 67% of consumers are frustrated when their issues aren’t resolved immediately and may abandon one-third of customer service interactions. This presents a massive opportunity to enhance the customer experience with AI-powered agents. “Piloting Agentforce made a noticeable difference during our busiest period — back-to-school season. We saw a 40% increase in case resolution, surpassing the performance of our old bot. Agentforce helps manage routine tasks, allowing our service teams to focus on more complex cases.” – Kevin Quigley, Director of Process Improvement, Wiley What’s New: Several new solutions are now available to all customers: Going Deeper: Agentforce is fully integrated into the Salesforce Platform, combining powerful data, AI, and the Salesforce Customer 360 ecosystem. This integration unlocks infinite agent capacity and proactive actions across all roles and channels, with full context on every customer interaction. Industry-Specific Examples: Agentforce’s flexibility allows it to serve various industries with tailored solutions: Customer & Analyst Quotes: “Agentforce is enhancing Saks’ ability to provide personalized customer support, automating routine tasks like order tracking, which allows our teams to focus on delivering a high-touch experience.” – Mike Hite, Chief Technology Officer, Saks Global “With Agentforce, OpenTable is automating routine tasks, saving time for our reps to focus on strengthening customer relationships and providing exceptional service to diners and restaurants worldwide.” – George Pokorny, Senior VP of Global Customer Success, OpenTable “By integrating Agentforce with Data Cloud and MuleSoft, we’re unlocking the full potential of our data, driving faster decisions and reimagining how we serve clients.” – Caroline Basyn, Chief Digital & IT Officer, The Adecco Group “Agentforce will revolutionize ezCater’s food management services, blending AI and human interaction to ensure seamless, personalized experiences for every customer.” – Erin DeCesare, CTO, ezCater 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
By adopting a NaaS model, businesses can optimize their networks for the future while focusing on what matters most—their core mission. The era of “hands-free” networking has arrived, and it’s redefining the IT landscape
The Nature Tech Revolution: From “Do No Harm” to “Nature-Positive” In January, ERM, Salesforce, Planet, and NatureMetrics launched the NatureTech Alliance at the World Economic Forum in Davos. The Alliance’s mission is clear: empower companies to leverage advanced data and technology to address pressing nature-related challenges. This integrated effort focuses on: After engaging with clients in early 2024, the Alliance identified recurring challenges across value chains. Through interviews with industry leaders, it uncovered actionable insights into corporate efforts to overcome these hurdles. Seven key takeaways highlight the obstacles and opportunities for effective nature-positive strategies. Seven Key Insights for Corporate Nature Action 1. Nature Risk is Both Global and Highly Local Nature-related risks, such as water scarcity or biodiversity loss, vary significantly by region. However, many companies rely on coarse, global data that overlooks critical local nuances like community-level resource usage or ecosystem dynamics. This mismatch creates blind spots that can hinder decision-making, disrupt operations, or lead to regulatory non-compliance. 2. Nature Risk Lacks Integration with Enterprise Strategy Nature-related risks often remain siloed from broader enterprise risk frameworks, despite deep ties to issues like climate change. For instance, deforestation exacerbates biodiversity loss and water stress while releasing carbon into the atmosphere. Integrating nature data into strategic planning is essential for resilience and sustainable performance. 3. Gaps in Understanding Hinder Progress Corporate decision-makers and investors frequently struggle to interpret complex nature-related data, slowing the adoption of nature-positive strategies. Bridging this gap with accessible tools and clear communication is critical to driving meaningful action. 4. A Shift from “Do No Harm” to “Net Positive” Businesses are evolving from mitigating harm (e.g., reducing deforestation) to pursuing net-positive outcomes, such as reforestation or ecosystem restoration. While promising, many of these efforts remain in pilot phases due to challenges in site-level data and measuring impacts. 5. Financial Institutions Lag but Hold Scaling Potential The financial sector trails industries like agriculture in incorporating nature-related data into decision-making. However, as institutions recognize risks like biodiversity loss and soil degradation, they are poised to influence capital flows and set new standards for nature-positive investments. 6. The Future Lies in Outcome-Based Metrics Companies are shifting from input-based metrics (e.g., reduced fertilizer use) to measuring real-world outcomes for biodiversity and ecosystem health. Outcome-based metrics offer better clarity on environmental impacts and link corporate actions to business value. However, challenges like standardized methodologies and reliable data collection persist. 7. Data Fragmentation, Not Technology, is the Biggest Barrier Although technologies like AI and remote sensing are widely available, fragmented and inconsistent data remains a significant hurdle. Many organizations collect localized data but struggle to integrate it across supply chains and operations. Advanced platforms that consolidate disparate datasets are critical for actionable insights. A Shared Vision for Nature-Positive Solutions The NatureTech Alliance envisions a transformative approach to addressing these challenges, built on five pillars: Achieving a Nature-Positive Future By aligning corporate strategies with these principles, businesses can move beyond “do no harm” to actively restoring ecosystems and driving nature-positive outcomes. This transition requires advanced tools, collaboration, and a commitment to measurable impact—paving the way for a more sustainable and resilient future. 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
Salesforce Unveils Agentforce Testing Center: A Breakthrough in AI Agent Lifecycle Management Salesforce, the global leader in AI-powered CRM solutions, has announced the Agentforce Testing Center, a first-of-its-kind platform for managing the lifecycle of autonomous AI agents. This innovative solution enables organizations to test AI agents at scale, leveraging synthetic data in secure environments, while ensuring accurate performance and robust monitoring. Designed to meet the unique demands of deploying intelligent AI agents, the Agentforce Testing Center introduces new tools to test, prototype, and optimize AI agents without disrupting live production systems. Core Features of the Agentforce Testing Center Why It Matters Autonomous AI agents represent a paradigm shift in enterprise software, capable of reasoning, retrieving data, and acting on behalf of users. However, ensuring their reliability and trustworthiness requires a robust testing framework that eliminates risks to live systems. The Agentforce Testing Center addresses these challenges by combining: “Agentforce is helping businesses create a limitless workforce,” said Adam Evans, EVP and GM for Salesforce AI Platform. “To deliver this value quickly, CIOs need advanced tools for testing and monitoring autonomous systems. Agentforce Testing Center provides the necessary framework for secure, repeatable deployment.” Customer and Analyst Perspectives Shree Reddy, CIO, PenFed:“With nearly 3 million members, PenFed is dedicated to providing personalized, efficient service. Using Data Cloud Sandboxes, we’re able to test and refine AI agents, ensuring they deliver fast, accurate support that aligns with our members’ financial goals.” Keith Kirkpatrick, Research Director, The Futurum Group:“To instill trust in AI, businesses must rigorously test autonomous agents. Salesforce’s Testing Center enables confidence by simulating hundreds of interaction scenarios, helping organizations deploy AI agents securely and effectively.” Availability A Competitive Edge in AI Lifecycle Management Salesforce’s Agentforce Testing Center sets a new industry standard for testing and deploying AI agents at scale. By providing a secure, scalable, and transparent solution, Salesforce enables businesses to embrace an “agent-first” approach with confidence. As enterprises continue adopting AI, tools like the Agentforce Testing Center will play a critical role in accelerating innovation while maintaining trust and reliability. 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
Leverage AI to Enhance Customer Retention and Reduce Churn Customer churn is among the most expensive challenges businesses face—and one of the hardest to tackle. Predictive and generative AI technologies offer an immediate opportunity to boost retention rates. When applied strategically, these tools can revolutionize how customer service and support teams operate, creating measurable improvements in retention and overall customer satisfaction. A recent McKinsey & Company study highlights the impact of AI in customer service. One company reported a 14% increase in issue resolution and a 9% reduction in issue handling time with generative AI. Requests to escalate to a manager dropped by 25%, and employee retention in service roles improved. When every percentage point matters, AI’s ability to engage and retain customers (and employees) can significantly affect your bottom line and business success. The Cost of Poor Customer Service on Retention Retaining existing customers is far more cost-effective than acquiring new ones. Happy, long-term customers are also more likely to purchase additional products or services, making upselling and cross-selling efforts easier. However, poor customer service experiences—such as lengthy hold times, repeating information, or unhelpful chatbot interactions—can damage customer relationships and lead to churn. As Salesforce points out, these four signs indicate broken customer service: To address these challenges, a seamless, data-driven approach to customer service is essential. Prevent Churn with CRM + AI Customer data spans multiple touchpoints, from website visits to call center interactions. Without a unified view, even the most skilled service teams struggle to deliver exceptional experiences. A solution like Salesforce Service Cloud, enhanced by AI tools such as Agentforce Service Agents, empowers teams to: By combining predictive analytics with a unified customer experience platform, businesses can deliver personalized, proactive service that fosters loyalty. Retention Agent: The AI Solution for Customer Retention Retention Agent, part of Tectonic’s Agentforce suite, leverages AI to identify at-risk customers and equip sales, service, and support teams with actionable insights. It provides recommendations for re-engagement strategies, personalized offers, and targeted communications to prevent costly churn. Here’s how Retention Agent works: By integrating AI into customer service operations, businesses can stay ahead of churn, improve satisfaction, and build stronger, longer-lasting customer relationships. 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
Clippy-gate: Why Salesforce vs. Microsoft is More Than a Marketing Spat Salesforce and Microsoft are clashing once again, this time over AI and intelligent agents. What started as a seemingly lighthearted joke by Salesforce CEO Marc Benioff at Dreamforce—mocking Microsoft’s Copilot as a “Clippy 2.0″—has escalated into a significant dispute. This confrontation extends beyond the typical vendor rivalry, touching on enterprise AI’s future and its implications for businesses. A History of Rivalry Salesforce and Microsoft have a long history of competition. Past disputes included lawsuits and marketing stunts, such as Microsoft’s ill-fated 2010 Dreamforce gimmick involving a “defecting” Salesforce customer. While the two companies briefly found common ground under Microsoft CEO Satya Nadella, this détente dissolved amidst antitrust challenges over Microsoft’s LinkedIn acquisition and an aborted attempt to acquire Salesforce. Benioff has since reverted to openly criticizing Microsoft. The latest round of hostilities centers on Microsoft’s announcement of ten AI agents for Dynamics 365, coinciding with the release of Salesforce’s Agentforce. Benioff has doubled down, accusing Microsoft of overhyping Copilot and failing to meet enterprise AI standards. Benioff’s Allegations Benioff’s critiques have been relentless. He has accused Microsoft of misleading customers about AI capabilities, claiming that Copilot “spews data all over the floor” and lacks the security, metadata, and integration necessary for enterprise use. On social media, he dismissed Copilot as “panic mode” rebranding, contrasting it with Agentforce, which he describes as a transformative platform integrated with enterprise data and workflows. Microsoft’s Position Microsoft has largely refrained from engaging directly. Nadella, during a European AI tour, promoted Copilot as “the UI for AI,” positioning it as the interface to a broader AI ecosystem. However, his remarks avoided addressing Benioff’s criticisms, leaving Salesforce’s claims unanswered. Implications for Enterprise AI This debate highlights critical issues for businesses adopting AI technologies. While Salesforce has emphasized pragmatism, acknowledging AI’s uncertainties, Microsoft’s perceived lack of response risks leaving questions unanswered. The stakes are high, with both companies vying for leadership in a rapidly evolving market. What’s Next? How Microsoft responds—or doesn’t—will shape this rivalry’s trajectory. A direct rebuttal could clarify its AI vision, but staying silent risks ceding thought leadership to Salesforce. For businesses navigating the complexities of enterprise AI, understanding these dynamics is essential to making informed decisions. As the AI landscape unfolds, this conflict underscores the competitive importance of securing trust and demonstrating actionable value. For now, the war of words is as much about shaping perceptions as it is about delivering results. 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
Salesforce Modernizes Heroku PaaS with Kubernetes, .NET, and More Salesforce is rolling out a significant upgrade to Heroku, its popular Platform-as-a-Service (PaaS), to better align with modern developer needs. Key enhancements include support for Amazon Elastic Container Registry (ECR), AWS Global Accelerator, Elastic Kubernetes Service (EKS), AWS Graviton processors, and AWS Bedrock. The revamped platform, dubbed the Heroku Next Generation Platform, was unveiled at the AWS Re:Invent 2024 conference. While some features are in public beta, Salesforce plans to fully release additional capabilities by 2025. Catering to the Modern DeveloperHeroku’s overhaul reflects the growing dominance of Kubernetes and the increasing demand for AI-enabled applications, including autonomous ones built in Salesforce’s Agentforce. Rebecca Wettemann, founder of Valoir, notes that these trends required Salesforce to evolve Heroku to remain competitive in the PaaS market. Kubernetes, for instance, is widely used for app containerization across clouds, while AI applications are becoming a focal point for many developers. “The update broadens Heroku’s appeal to developers who rely on Kubernetes or are building AI applications,” Wettemann said. Another notable addition is support for open telemetry, a standardized approach to monitoring app performance. Developers can now stream real-time metrics such as app health and container logs into their preferred visualization tools. “This integration offers unparalleled flexibility for our customers to work with a wide ecosystem of telemetry collectors,” said Gail Frederick, Heroku’s CTO at Salesforce. Introducing .NET SupportOne of the standout updates is the inclusion of .NET, a widely used open-source framework. Developers can now use .NET languages such as C#, F#, and Visual Basic alongside Heroku’s existing support for languages like Python, Ruby, Java, Node.js, and Scala. This strategic move aligns Heroku with a broader audience, especially developers familiar with Microsoft’s ecosystem. “Heroku is all about developer choice,” said Frederick. “Adding .NET ensures we continue to serve diverse needs.” Streamlining Development and DeploymentHeroku aims to simplify app development by automating infrastructure management and lifecycle tasks. “Heroku is the platform developers turn to when they need things to work without thinking about infrastructure,” said Adam Zimman, Senior Director of Product Marketing at Heroku. The platform abstracts complex deployment steps, such as configuration, provisioning, and autoscaling, enabling developers to focus on coding and innovation. Apps are deployed as pre-packaged “slugs” that run on Heroku’s dynos, isolated Unix-based containers. Developers can scale their apps dynamically by adding or removing dynos via the platform’s management interface. Efficiency Gains for BusinessesZimman highlighted the efficiency benefits of Heroku’s approach, projecting up to a 40% boost in developer productivity and a 30% reduction in developer expenses. “By taking care of the heavy lifting, we enable businesses to deliver applications faster and more cost-effectively,” he explained. Heroku also offers over 500 pre-built add-ons and build packs, covering functions like messaging, database management, and email services. These integrations provide additional flexibility and speed up the development lifecycle. Scaling Beyond StartupsWhile Heroku is often associated with startups, Salesforce has scaled the platform to accommodate enterprise-grade applications. “Heroku now evolves with your business,” said Chris Peterson, Senior Director of Product Management at Heroku. The platform has powered over 13 million applications and 38 million managed data stores since its launch in 2007. Many Salesforce applications also run on Heroku, leveraging deep integrations to extend the Salesforce ecosystem seamlessly. Heroku’s pricing starts at $7 per month for a basic plan and scales up to $40,000 per month for enterprise-grade solutions, ensuring it meets the needs of organizations of all sizes. With these updates, Heroku continues to position itself as a go-to platform for developers, enabling faster time-to-market, reduced operational complexity, and a better overall development experience. 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
Salesforce Expands Partnership with AWS: AI and Marketplace Integration Salesforce (NYSE: CRM) is making significant strides in its partnership with Amazon (NASDAQ: AMZN), unveiling an expanded collaboration at AWS. Customers can now purchase Salesforce products directly through the AWS Marketplace, paying with AWS credits. This integration aims to simplify access to Salesforce offerings, enhance data integration capabilities, and leverage generative AI tools. Key Announcements: Marc Benioff, Chair and CEO of Salesforce, highlighted the importance of this milestone: “We’re bringing together the No. 1 AI CRM provider and the leading cloud provider to deliver a trusted, open, integrated data and AI platform. With these enhancements to our partnership, we’re enabling all of our customers to be more innovative, productive, and successful in this new AI era.” AWS CEO Adam Selipsky echoed these sentiments, emphasizing how the partnership will enable joint customers to “innovate, collaborate, and build more customer-focused applications.” Strategic Benefits: Revenue-Sharing Structure: Like app stores, Amazon will take a percentage of Salesforce’s revenue generated through AWS Marketplace. Despite this, the potential growth in sales and efficiency gains may outweigh the costs. Market Reaction: Following the announcement, both Salesforce and Amazon shares experienced a boost in premarket trading, signaling investor optimism about the partnership’s potential. This expansion reinforces Salesforce’s strategy of aligning with major cloud providers to meet growing demand for AI-driven, integrated data platforms. As this collaboration evolves, it is poised to drive significant value for businesses navigating the AI and data revolution. 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
Salesforce’s Agentforce empowers businesses to create and deploy custom AI agents tailored to their unique needs. Built on a foundation of flexibility, the platform leverages both Salesforce’s proprietary AI models and third-party models like those from OpenAI, Anthropic, Amazon, and Google. This versatility enables businesses to automate a wide range of tasks, from generating detailed sales reports to summarizing Slack conversations. AI in Action: Real-World Insights and Applications The “CXO AI Playbook” by Business Insider explores how organizations across industries and sizes are adopting AI. Featured companies reveal their challenges, the decision-makers driving AI initiatives, and their strategic goals for the future. Salesforce’s approach with Agentforce aligns with this vision, offering advanced tools to address dynamic business needs and improve operational efficiency. Building on Salesforce’s Legacy of Innovation Salesforce has long been a leader in AI integration. It introduced Einstein in 2016 to handle scripted tasks like predictive analytics. As AI capabilities evolved, Salesforce launched Einstein GPT and later Einstein Copilot, which expanded into decision-making and natural language processing. By early 2024, these advancements culminated in Agentforce—a platform designed to provide customizable, prebuilt AI agents for diverse applications. “We recognized that our customers wanted to extend our AI capabilities or create their own custom agents,” said Tyler Carlson, Salesforce’s VP of Business Development. A Powerful Ecosystem: Agentforce’s Core Features Agentforce is powered by the Atlas Reasoning Engine, Salesforce’s proprietary technology that employs ReAct prompting to enable AI agents to break down problems, refine their responses, and deliver more accurate outcomes. The engine integrates seamlessly with Salesforce’s own large language models (LLMs) and external models, ensuring adaptability and precision. Agentforce also emphasizes strict data privacy and security. For example, data shared with external LLMs is subject to limited retention policies and content filtering to ensure compliance and safety. Key Applications and Use Cases Businesses can leverage tools like Agentbuilder to design and scale AI agents with specific functionalities, such as: Seamless Integration with Slack Currently in beta, Agentforce’s Slack integration brings AI automation directly to the workplace. This allows employee-facing agents to execute tasks and answer queries within the communication tool. “Slack is valuable for employee-facing agents because it makes their capabilities easily accessible,” Carlson explained. Measurable Impact: Driving Success with Agentforce Salesforce measures the success of Agentforce by tracking client outcomes. Early adopters report significant results, such as a 90% resolution rate for customer inquiries managed by AI agents. As adoption grows, Salesforce envisions a robust ecosystem of partners, AI skills, and agent capabilities. “By next year, we foresee thousands of agent skills and topics available to clients, driving broader adoption across our CRM systems and Slack,” Carlson shared. Salesforce’s Agentforce represents the next generation of intelligent business automation, combining advanced AI with seamless integrations to deliver meaningful, measurable outcomes at scale. 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
