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Life of a Salesforce Admin in the AI Era
18Oct

Life of a Salesforce Admin in the AI Era

The life of Salesforce admins is rapidly evolving as artificial intelligence (AI) becomes integral to business operations. Let’s examine the Life of a Salesforce Admin in the AI Era. By 2025, the Salesforce admin’s role will expand beyond managing CRM systems to include leveraging AI tools to enhance efficiency, boost productivity, and maintain security. While this future offers exciting opportunities, it also comes with new responsibilities that require admins to adapt and learn. So, what will Salesforce admins need to succeed in this AI-driven landscape? The Salesforce Admin’s Role in 2025 In 2025, Salesforce admins will be at the forefront of digital transformation, helping organizations harness the full potential of the Salesforce ecosystem and AI-powered tools. These AI tools will automate processes, predict trends, and improve overall efficiency. Many professionals are already enrolling in Salesforce Administrator courses focused on AI and automation, equipping them with the essential skills to thrive in this new era. Key Responsibilities in Life of a Salesforce Admin in the AI Era 1. AI Integration and Optimization Admins will be responsible for integrating AI tools like Salesforce Einstein AI into workflows, ensuring they’re properly configured and tailored to the organization’s needs. Core tasks include: 2. Automating Processes with AI AI will revolutionize automation, making complex workflows more efficient. Admins will need to: 3. Data Management and Predictive Analytics Admins will leverage AI to manage data and generate predictive insights. Key responsibilities include: 4. Enhancing Security and Compliance AI-powered security tools will help admins proactively protect systems. Responsibilities include: 5. Supporting AI-Driven Customer Experiences Admins will deploy AI tools that enhance customer interactions. Their responsibilities include: 6. Continuous Learning and Upskilling As AI evolves, so too must Salesforce admins. Key learning areas include: 7. Collaboration with Cross-Functional Teams Admins will work closely with IT, marketing, and sales teams to deploy AI solutions organization-wide. Their collaborative efforts will include: Skills Required for Future Salesforce Admins 1. AI and Machine Learning Proficiency Admins will need to understand how AI models like Einstein AI function and how to deploy them. While not requiring full data science expertise, a solid grasp of AI concepts—such as predictive analytics and machine learning—will be essential. 2. Advanced Data Management and Analysis Managing large datasets and ensuring data accuracy will be critical as admins work with AI tools. Proficiency in data modeling, SQL, SOQL, and ETL processes will be vital for handling AI-powered data management. 3. Automation and Process Optimization AI-enhanced automation will become a key responsibility. Admins must master tools like Salesforce Flow and Einstein Automate to build intelligent workflows and ensure smooth process automation. 4. Security and Compliance Expertise With AI-driven security protocols, admins will need to stay updated on data privacy regulations and deploy tools that ensure compliance and prevent data breaches. 5. Collaboration and Leadership Admins will lead the implementation of AI tools across departments, requiring strong collaboration and leadership skills to align AI-driven solutions with business objectives. Advanced Certifications for AI-Era Admins To stay competitive, Salesforce admins will need to pursue advanced certifications. Key certifications include: Tectonic’s Thoughts The Salesforce admin role is transforming as AI becomes an essential part of the platform. By mastering AI tools, optimizing processes, ensuring security, and continuously upskilling, Salesforce admins can become pivotal players in driving digital transformation. The future is bright for those who embrace the AI-powered Salesforce landscape and position themselves at the forefront of 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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October 18, 2024in AI Tools, Artificial Intelligence, Data, Salesforce, Salesforce Einstein
Third Wave of AI at Salesforce
16Oct

Third Wave of AI at Salesforce

The Third Wave of AI at Salesforce: How Agentforce is Transforming the Landscape At Dreamforce 2024, Salesforce unveiled several exciting innovations, with Agentforce taking center stage. This post explores the key changes and enhancements designed to improve efficiency and elevate customer interactions. Introducing Agentforce Agentforce is a customizable AI agent builder that empowers organizations to create and manage autonomous agents for various business tasks. But what exactly is an agent? An agent is akin to a chatbot but goes beyond traditional capabilities. While typical chatbots are restricted to scripted responses and predefined questions, Agentforce agents leverage large language models (LLMs) and generative AI to comprehend customer inquiries contextually. This enables them to make independent decisions, whether processing requests or resolving issues using real-time data from your company’s customer relationship management (CRM) system. The Role of Atlas At the heart of Agentforce’s functionality lies the Atlas reasoning engine, which acts as the operational brain. Unlike standard assistive tools, Atlas is an agentic system with the autonomy to act on behalf of the user. Atlas formulates a plan based on necessary actions and can adjust that plan based on evaluations or new information. When it’s time to engage, Atlas knows which business processes to activate and connects with customers or employees via their preferred channels. This sophisticated approach allows Agentforce to significantly enhance operational efficiency. By automating routine inquiries, it frees up your team to focus on more complex tasks, delivering a smoother experience for both staff and customers. Speed to Value One of Agentforce’s standout features is its emphasis on rapid implementation. Many AI projects can be resource-intensive and take months or even years to launch. However, Agentforce enables quick deployment by leveraging existing Salesforce infrastructure, allowing organizations to implement solutions rapidly and with greater control. Salesforce also offers pre-built Agentforce agents tailored to specific business needs—such as Service Agent, Sales Development Representative Agent, Sales Coach, Personal Shopper Agent, and Campaign Agent—all customizable with the Agent Builder. Agentforce for Service and Sales will be generally available starting October 25, 2024, with certain elements of the Atlas Reasoning Engine rolling out in February 2025. Pricing begins at $2 per conversation, with volume discounts available. Transforming Customer Insights with Data Cloud and Marketing Cloud Dreamforce also highlighted enhancements to Data Cloud, Salesforce’s backbone for all cloud products. The platform now supports processing unstructured data, which constitutes up to 90% of company data often overlooked by traditional reporting systems. With new capabilities for analyzing various unstructured formats—like video, audio, sales demos, customer service calls, and voicemails—businesses can derive valuable insights and make informed decisions across Customer 360. Furthermore, Data Cloud One enables organizations to connect siloed Salesforce instances effortlessly, promoting seamless data sharing through a no-code, point-and-click setup. The newly announced Marketing Cloud Advanced edition serves as the “big sister” to Marketing Cloud Growth, equipping larger marketing teams with enhanced features like Path Experiment, which tests different content strategies across channels, and Einstein Engagement Scoring for deeper insights into customer behavior. Together, these enhancements empower companies to engage customers more meaningfully and measurably across all touchpoints. Empowering the Workforce Through Education Salesforce is committed to making AI accessible for all. They recently announced free instructor-led courses and AI certifications available through 2025, aimed at equipping the Salesforce community with essential AI and data management skills. To support this initiative, Salesforce is establishing AI centers in major cities, starting with London, to provide hands-on training and resources, fostering AI expertise. They also launched a global Agentforce World Tour to promote understanding and adoption of the new capabilities introduced at Dreamforce, featuring repackaged sessions from the conference and opportunities for specialists to answer questions. The Bottom Line What does this mean for businesses? With the rollout of Agentforce, along with enhancements to Data Cloud and Marketing Cloud, organizations can operate more efficiently and connect with customers in more meaningful ways. Coupled with a focus on education through free courses and global outreach, getting on board has never been easier. If you’d like to discuss how we can help your business maximize its potential with Salesforce through data and AI, connect with us and schedule a meeting with our team. Legacy systems can create significant gaps between operations and employee needs, slowing lead processes and resulting in siloed, out-of-sync data that hampers business efficiency. Responding to inquiries within five minutes offers a 75% chance of converting leads into customers, emphasizing the need for rapid, effective marketing responses. Salesforce aims to help customers strengthen relationships, enhance productivity, and boost margins through its premier AI CRM for sales, service, marketing, and commerce, while also achieving these goals internally. Recognizing the complexity of its decade-old processes, including lead assignment across three systems and 2 million lines of custom code, Salesforce took on the role of “customer zero,” leveraging Data Cloud to create a unified view of customers known as the “Customer 360 Truth Profile.” This consolidation of disparate data laid the groundwork for enterprise-wide AI and automation, improving marketing automation and reducing lead time by 98%. As Michael Andrew, SVP of Marketing Decision Science at Salesforce, noted, this initiative enabled the company to provide high-quality leads to its sales team with enriched data and AI scoring while accelerating time to market and enhancing data quality. Embracing Customer Zero “Almost exactly a year ago, we set out with a beginner’s mind to transform our lead automation process with a solution that would send the best leads to the right sales teams within minutes of capturing their data and support us for the next decade,” said Andrew. The initial success metric was “speed to lead,” aiming to reduce the handoff time from 20 minutes to less than one minute. The focus was also on integrating customer and lead data to develop a more comprehensive 360-degree profile for each prospect, enhancing lead assignment and sales rep productivity. Another objective was to boost business agility by cutting the average time to implement assignment changes from four weeks to mere days. Accelerating Success with

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October 16, 2024in Data, Enterprise, Generative AI, Google, Google Analytics, Marketing Automation, Salesforce
Salesforce Automotive Cloud
15Oct

Salesforce Automotive Cloud

What is Salesforce Automotive Cloud? In September 2022, Salesforce introduced Automotive Cloud, a robust all-in-one platform tailored for the automotive industry. At first glance, it appears to be an ideal solution for businesses in this sector, but how well does it serve car dealerships? Drawing on experience both as a former auto dealership employee and in building Salesforce Dealership Management Systems (DMS), an in-depth exploration was undertaken to determine if this platform genuinely meets the needs of dealerships. What is a Dealership Management System (DMS)? A Dealership Management System (DMS) is a comprehensive software suite designed to manage the daily operations of a car dealership. It includes modules for sales, service, inventory management, vehicle lifecycle management, customer relationship management (CRM), and more. Essentially, it acts as the dealership’s corporate operating system, housing and processing customer data to generate valuable insights. What Does This Mean for Salesforce Consultants? Salesforce consultants with specialized expertise often find it easier to secure jobs and command higher rates compared to their generalist peers. This is especially true in niche areas like Automotive Cloud, where demand for specialized knowledge is high, and businesses are willing to invest in quality resources. In today’s uncertain economic climate, job security is a priority. Developing expertise in niche areas like Automotive Cloud can be a strategic move. As more car dealerships adopt this new technology, consultants with relevant experience will find ample opportunities to leverage their skills and meet the growing demand for DMS solutions. First Impressions of Automotive Cloud At first glance, Automotive Cloud offers a promising set of tools for managing various aspects of dealership operations, from sales and service to inventory management and CRM. However, initial impressions were mixed. Some features, like Vehicle Definitions, were initially overwhelming and unclear in their application. For example, while Automotive Cloud aggregates information about a specific vehicle model and its components (like engine, transmission, etc.), it lacks a CPQ (Configure Price Quote) feature. This omission is disappointing, as CPQ is crucial for configuring vehicles within the Salesforce interface. However, fear not, as third party CPQ tools are available. On the flip side, Automotive Cloud’s vehicle lifecycle management features are impressive. It allows for comprehensive tracking of a vehicle’s lifecycle, including purchase, maintenance, and decommissioning cycles. This is especially beneficial for dealerships, as much of their profit comes from post-sale services like warranty maintenance. What Salesforce Products Does It Use? A closer examination of the components within Automotive Cloud reveals that it is a mix of several Salesforce products, including: Additionally, Automotive Cloud includes customizations specifically designed for the automotive industry. For those interested in a more in-depth understanding, the Automotive Cloud documentation provides detailed explanations of the platform’s use cases. Automotive Cloud Data Model One of the first steps in exploring a new product is examining its data model, which provides insights into the product’s design and intended use. In Automotive Cloud, Salesforce focuses on several key dimensions: A Quick Overview of Capabilities Based on a thorough understanding of dealership operations, Automotive Cloud’s features most relevant to car dealers were evaluated: Is Salesforce Automotive Cloud Worth Learning for Car Dealers? The verdict is mixed. Automotive Cloud is not a perfect DMS for dealerships; it includes excessive features that may go unused while missing some critical functionalities. However, it is a great fit for auto manufacturers or distributors due to its built-in functionality for managing dealerships and manufacturing-related tasks. Is it worth learning? Absolutely. Automotive Cloud is a new offering from Salesforce, and currently, there isn’t an “Accredited Professional” badge available for it. By diving into Automotive Cloud early, Salesforce consultants can gain an edge over their peers and attract more employers. Moreover, Automotive Cloud combines multiple Salesforce Clouds, making it an excellent opportunity to learn Salesforce and familiarize oneself with complex data models. With its limited number of Flows and code, the learning curve is manageable, offering consultants a chance to build custom solutions that could become a selling point in their careers. 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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October 15, 2024in Salesforce, Salesforce Automotive Cloud
Generative AI Replaces Legacy Systems
15Oct

Generative AI Replaces Legacy Systems

Generative AI Will Overtake Legacy Stack Vendors With the rise of generative AI, legacy software vendors like Appian, IBM, Salesforce, SAP, Pegasystems, IFS, Oracle, Software AG, TIBCO, and UIPath are becoming increasingly obsolete. These vendors represent the old guard, clinging to outdated business process automation systems, while the future clearly belongs to AI-driven innovation. Back in the early 2010s, discussions around dynamic processes—self-assembling workflows created by artificial intelligence—were already gaining traction. The vision was to bypass the need for traditional process mapping or manually designing new interfaces. Instead, AI would dynamically generate processes in response to specific tasks, allowing for far greater flexibility and adaptability. However, business rules within BPMS (Business Process Management Systems) often imposed constraints that limited decision-making flexibility. Today, this vision is finally within reach. Many traditional stack vendors are scrambling to integrate generative AI into their offerings in a desperate bid to remain relevant. But the truth is, generative AI renders these vendors largely unnecessary. For instance, Pegasystems, like many others, now incorporates generative AI into its software, but users are still bound to old workflows and low-code development systems. The reliance on building processes, regardless of AI assistance, keeps them stuck in the past. Across the board—whether it’s ERP, CRM, or RPA—vendors such as Salesforce, SAP, and IFS remain tethered to their outdated systems, even though they possess all the necessary data, both structured and unstructured, to benefit from a simpler, AI-powered approach. All that’s needed is a generative AI layer on top to handle tasks like customer complaints. Consider a customer complaint scenario: traditionally, a complaint is processed through a defined workflow, often requiring the creation of expensive, custom SaaS solutions. But what if an LLM (Large Language Model) could handle this instead? The LLM could analyze the complaint, extract key information, assess urgency through sentiment analysis, and generate a custom workflow on the fly. It could even generate backend code in real-time to process refunds or update databases, all without relying on legacy front-end systems. The LLM’s ability to create and execute dynamic workflows eliminates the need for static business processes. The AI generates temporary code and UI elements to handle a specific interaction, then discards them once the task is complete. This shifts the focus away from traditional, bloated enterprise systems and towards dynamic, JIT (Just-In-Time) interactions that are tailored to each individual customer. The efficiency gains are not in cutting jobs but in eliminating the need for costly, antiquated software and lengthy digital transformation programs. Generative AI doesn’t require massive ERP or CRM implementations, and businesses can converse directly with customer data through AI, bypassing the need for complex system integrations. Master Data Management, which once consumed millions of dollars and years of effort, is now positioned to become a simple, AI-powered solution. Enterprises already have well-structured and clean data, and adding a generative AI layer could remove the need for integrating or syncing legacy systems. The era of major vendors selling AI-enhanced solutions built on top of decaying software stacks is coming to an end. The idea of using generative AI as the foundation for a new business operating system, without the need for bloated, legacy software, is increasingly appealing. With the global workflow automation market projected to grow to .4 billion by 2030, the future clearly belongs to AI-driven solutions. 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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October 15, 2024in Artificial Intelligence, Data, Enterprise, Generative AI, Salesforce
Benioff Excited About AI
14Oct

Benioff Excited About AI

Salesforce CEO Marc Benioff recently critiqued Microsoft for overhyping the capabilities of its Copilot AI tool, arguing that the tech giant has done a “tremendous disservice” to the industry. In a Rapid Response interview with Bob Safian, Benioff emphasized that Salesforce’s Agentforce is “what AI was meant to be.” More excited than ever, he sees Agentforce as a technology poised to transform industries in ways comparable to past cloud, mobile, and social revolutions. Benioff Excited About AI. Reflecting on Dreamforce 2024Benioff called this year’s Dreamforce the most significant yet. With 45,000 attendees and millions joining online, Agentforce took center stage, allowing users to build their own AI agents firsthand. This hands-on experience was vital, he said, to clear up misconceptions caused by overpromised AI products. Salesforce already handles trillions of AI transactions through its Einstein platform, but Benioff believes Agentforce represents a groundbreaking shift in enterprise AI. Agentforce vs. Copilot: A Clear DifferenceBenioff drew a sharp contrast between Agentforce and Microsoft’s Copilot, comparing the latter to the infamous Microsoft Clippy. According to Benioff, Copilot often fails to deliver meaningful results, creating confusion and dissatisfaction among customers. In contrast, Agentforce is set to deliver powerful outcomes by connecting customers, raising revenues, and augmenting employees. He anticipates that within a year, Salesforce will operate over a billion AI agents worldwide. Benioff Excited About AI. Benioff Excited About AI Agentforce’s Real-World ImpactSharing a story from the healthcare sector, Benioff illustrated how Agentforce has resolved over 90% of patient inquiries and scheduling needs for one large provider, enabling rapid and meaningful interactions. He foresees similar applications across media, finance, and travel, as Agentforce helps industries implement AI-driven agents with high success rates. Scheduled to go live on October 25, Agentforce is expected to be adopted by hundreds of thousands of companies. MIT IDE Annual Conference Insights: AI’s Potential and ChallengesWhile businesses explore AI’s possibilities, researchers at MIT’s Initiative on the Digital Economy (IDE) are investigating the complexities and ethical considerations of AI. At the 2024 MIT IDE Annual Conference, findings on AI’s influence on various domains were presented, with highlights including: These MIT findings highlight both the immense promise and the challenges AI presents, as companies like Salesforce aim to harness AI’s true potential while navigating ethical and practical concerns. 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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October 14, 2024in Agentforce Platform, Einstein 1 Platform, Generative AI, Salesforce
AI and Legacy
13Oct

AI and Legacy

In most new application builds, AI is rarely considered an active consumer. The prevailing assumption seems to be that AI is just a variation of reporting, which essentially translates to “not my problem” for application developers. In this mindset, the data platform gets treated like an afterthought, receiving the “exhaust fumes” of the application without much concern for data quality. Even when data or AI is acknowledged as important, it’s often sidelined, with data becoming one of the first things sacrificed during the development process. In the past, this was merely a “minor” problem that led to the rise of the data quality industry. AI and Legacy. But as we move forward, this will become a significant issue due to one undeniable fact: AI will be the primary consumer of applications and data. Old Thinking Creates Instant Legacy What this means is that if you’re building a new application—whether it’s a website, ERP, CRM, or anything else—and you’re not considering AI as a user, you’re actively choosing to implement a legacy system. Even if your system has an AI solution baked in, if the core application isn’t designed for a data-driven world, the best you’ll achieve is an AI sidecar—just a nice wrapper, but limited in scope. Tools like Microsoft Copilot or Salesforce Agentforce, for instance, can easily be implemented in a way that minimizes or even eliminates opportunities for AI to thrive. If you’re building applications that treat data as merely a reporting tool and assume AI is a downstream consumer, you’re engaging in legacy thinking in a world increasingly powered by AI. Don’t Build Legacy Systems Avoiding legacy systems isn’t difficult. If you believe AI and data are important, treat them as such from the outset. This boils down to one simple principle: Design for the destination. If you think AI will be a primary consumer of applications in the next one, two, or five years, you should design your applications with that challenge in mind. This means considering AI personas, figuring out how AI assistants will integrate into human workflows, and planning how AI automation bots will function within the system. It also requires embracing a crucial decision: Your design should prioritize data, and assume AI is a primary consumer. This doesn’t mean just designing a robust database schema. It means ensuring your application’s operational reality can accurately reflect the business situation for both human and AI users. It’s not about technical database design—it’s about understanding the business’s accountability for digital accuracy and establishing the mechanisms to maintain that accuracy and represent it effectively. Building Legacy Is a Choice Everyone Is Making To be clear, this isn’t about adopting some “holistic” view or designing for every possible scenario. It’s about designing from a data and digital perspective first. Instead of treating use cases or business processes as the main design focus, the primary design thread should be the ability to reflect the reality of the business. Use cases and business processes still matter at the execution level, but they should not drive application design in a data-driven, AI-enabled world. You must assume that AI will be the primary consumer of your application and design accordingly, rather than focusing solely on human users and screens. Right now, nearly every application is still built as though data is a byproduct of transactions, with the assumption that AI is merely a sidecar, not an active participant. AI and Legacy. In the words of Sir Humphrey, that is a “courageous” decision. 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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October 13, 2024in Data, Salesforce
Einstein Copilot for Healthcare
13Oct

Einstein Copilot for Healthcare

Einstein Copilot for Healthcare – Salesforce has introduced a new AI-powered healthcare assistant within its CRM system, marking its latest move to expand into the healthcare industry. As AI development accelerates, tech giants like Microsoft, Google, Amazon Web Services, and Salesforce are capitalizing on the opportunity to integrate AI and cloud technologies into healthcare to streamline administrative and operational tasks. Salesforce’s healthcare-specific AI tool, Einstein Copilot, is a conversational assistant that leverages an organization’s private data to provide relevant responses. Einstein Copilot enables healthcare providers and care teams to digitally capture and summarize information from both clinical and nonclinical sources, update patient records, and automate manual workflows. Key Features of Einstein Copilot Providers can use Einstein Copilot to generate patient summaries that include medications, diagnoses, social determinants, assessments, clinical service requests, and care gaps. A care manager can also ask the assistant to find an in-network provider based on location, specialty, and insurance coverage, and auto-fill referral forms using natural language prompts. The AI assistant can also trigger workflows for tasks such as sending referrals, scheduling appointments, and updating care plans. Salesforce expects Einstein Copilot to be HIPAA-compliant by summer 2024, with Copilot: Health Actions slated for general availability in winter 2024. Digitizing Health Assessments Salesforce is adding a feature called Assessment Generation that allows healthcare organizations to digitize standardized health assessments. These can be automatically populated into Salesforce Health Cloud, filled out electronically, and tracked for progress over time. Reducing Administrative Waste Salesforce cites research from McKinsey & Co. showing that administrative costs account for nearly a quarter of U.S. healthcare spending, with a potential savings of up to $320 billion. By integrating AI and CRM tools, Salesforce aims to reduce the operational burden on healthcare providers and improve patient outcomes. Amit Khanna, Senior Vice President and General Manager for Health at Salesforce, highlighted the value of these innovations: “These new data, AI, and CRM features reduce the administrative and operational burden for healthcare providers, leading to better outcomes for patients. With Salesforce’s trusted AI, healthcare organizations excited about generative AI—but wary of clinical and security concerns—can confidently integrate these innovations into their workflows.” Early Adopters and Impact Healthcare providers including Baptist Health South Florida and HarmonyCares are already leveraging Salesforce to personalize patient interactions and create unified patient views. HarmonyCares, which operates across 14 states with over 150 primary care providers, has used Salesforce’s AI-driven field service platform to streamline patient scheduling. The company reported a 50% increase in self-scheduling efficiency since adopting the platform and plans to expand its use of Salesforce Health Cloud for care management and engagement. Kristin Darby, Chief Information Officer at HarmonyCares, emphasized the benefits of AI in healthcare: “AI will dramatically improve our ability to quickly synthesize patient needs and preferences, enabling us to offer a more personalized experience with greater accuracy.” However, the integration of AI in healthcare is not without skepticism. A recent survey revealed that 69% of individuals are uncomfortable with AI being used to diagnose them, though more than half are open to its use in nonclinical tasks like scheduling and billing. Salesforce’s Healthcare Journey Salesforce first launched Health Cloud in 2015 to help providers manage patients by aggregating data from electronic medical records, devices, and wearables. In 2022, the company expanded this offering with Customer 360 for Health, a unified platform that combines real-time data from Data Cloud, Einstein AI, and automation tools like Flow to streamline processes such as prior authorizations, intake, and patient scheduling. 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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October 13, 2024in Generative AI, Salesforce Einstein, Salesforce Health and Life Sciences Solutions, Salesforce Health Cloud, Salesforce Optimization
Salesforce Powering EVPassport
12Oct

Salesforce Powering EVPassport

EVPassport, a global leader in EV charging networks, announced an expanded partnership with Salesforce to enhance its customer experience through the deployment of Salesforce Service Cloud. This initiative solidifies EVPassport’s standing as a top provider in the EV charging space, recognized for customer satisfaction, loyalty, and reliability. With Salesforce Service Cloud, EVPassport can deliver more personalized, efficient service and support to its enterprise, commercial customers, and electric vehicle drivers. The platform enables deeper insights into each driver’s journey, resulting in a seamless, tailored experience. Hooman Shahidi, co-founder and CEO of EVPassport, highlighted the significance of Salesforce in driving the company’s next-generation mobility experience, stating, “As we build the mobility experience of tomorrow, having the right partners is crucial. Salesforce’s innovative solutions will help us exceed the evolving needs of our customers, sites, and communities.” By leveraging Salesforce’s AI, data, and CRM capabilities, EVPassport aims to strengthen customer connections and improve operational efficiency, ensuring a forward-thinking approach to EV charging for years to come. 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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October 12, 2024in Data, Enterprise, Salesforce, Salesforce Service Cloud
SingleStore Acquires BryteFlow
12Oct

SingleStore Acquires BryteFlow

SingleStore Acquires BryteFlow, Paving the Way for Real-Time Analytics and Next-Gen AI Use Cases SingleStore, the world’s only database designed to transact, analyze, and search petabytes of data in milliseconds, has announced its acquisition of BryteFlow, a leading data integration platform. This move enhances SingleStore’s capabilities to ingest data from diverse sources—including SAP, Oracle, and Salesforce—while empowering users to operationalize data from their CRM and ERP systems. With the acquisition, SingleStore will integrate BryteFlow’s data integration technology into its core offering, launching a new experience called SingleConnect. This addition will complement SingleStore’s existing functionalities, enabling users to gain deeper insights from their data, accelerate real-time analytics, and support emerging generative AI (GenAI) use cases. “This acquisition marks a pivotal step in our mission to deliver unparalleled speed, scale, and simplicity,” said Raj Verma, CEO of SingleStore. “Customer demands are evolving rapidly due to shifts in big data storage formats and advancements in generative AI. We believe that data is the foundation of all intelligence, and SingleConnect comes at a perfect time to address this need.” BryteFlow’s platform provides scalable change data capture (CDC) capabilities across multiple data sources, ensuring data integrity between source and target. It integrates seamlessly with major cloud platforms like AWS, Microsoft Azure, and Google Cloud, making it a powerful tool for cloud-based data warehouses and data lakes. Its no-code interface allows for easy and accessible data integration, ensuring that existing BryteFlow customers will experience uninterrupted service and ongoing support. “By combining BryteFlow’s real-time data integration expertise with SingleStore’s capabilities, we aim to help global organizations extract maximum value from their data and scale modern applications,” said Pradnya Bhandary, CEO of BryteFlow. “With SingleConnect, developers will find it easier and faster to access enterprise data sources, tackle complex workloads, and deliver exceptional experiences to their customers.” 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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October 12, 2024in Data, Enterprise, Generative AI, Google, Salesforce, Technology
Nvidia and Salesforce
11Oct

Nvidia and Salesforce

Salesforce and Nvidia have announced a groundbreaking collaboration to push the boundaries of AI, transforming both customer and employee experiences. Redefining AI in Enterprise Software As businesses worldwide face the complexities and costs of integrating AI into their operations, Salesforce and Nvidia are stepping in with a strategic partnership designed to redefine AI capabilities. This collaboration merges Salesforce’s extensive CRM and enterprise software expertise with Nvidia’s advanced AI and high-performance computing technologies. The goal is to create a new generation of AI agents and avatars that can operate autonomously, grasp complex business contexts, and engage with humans in a more natural, intuitive manner. Marc Benioff, Chair and CEO of Salesforce, states: “Together with Nvidia, we’re spearheading the third wave of the AI revolution—moving beyond copilots to a seamless integration of humans and intelligent agents driving customer success.” Enhancing Salesforce’s Platform The partnership focuses on integrating Nvidia’s accelerated computing and AI software to enhance Salesforce’s platform performance. Key to this effort is the optimization of Salesforce Data Cloud, which harmonizes structured and unstructured customer data in real time. Nvidia’s full-stack accelerated computing platform will significantly increase compute resources, leading to faster insights and improved AI performance across Salesforce’s offerings. AI-Powered Avatars and Beyond A major innovation from this collaboration is the development of AI-powered avatars. By combining Nvidia ACE, a suite of digital human technologies, with Salesforce’s new Agentforce platform, the companies aim to create more engaging, human-like experiences for interactions with customers and employees. These avatars will leverage multi-modal AI models for speech recognition, text-to-speech, and contextual visual responses, potentially revolutionizing business communication. Nvidia founder and CEO Jensen Huang envisions a future where “every company, every job will be enhanced by a wide range of AI agents—assistants that will transform how we work.” He adds, “Nvidia and Salesforce are uniting our technologies to accelerate the development of AI agents, supercharging productivity for companies.” Transforming Business Operations The Salesforce-Nvidia partnership is more than a technological alliance; it’s a strategic move to meet the increasing demand for AI-driven enterprise solutions. The collaboration positions both companies at the forefront of the AI revolution in enterprise software, aiming to reshape how businesses interact with customers and manage their operations. Key facts include: Real-World Applications The potential applications of this technology are extensive. For example: Looking Ahead As Salesforce and Nvidia’s partnership unfolds, it promises not only technological advancements but a fundamental shift in how businesses leverage AI for growth, efficiency, and customer satisfaction. Marc Benioff highlights the potential: “By combining Nvidia’s AI platform with Agentforce, we’re amplifying AI performance and creating dynamic digital avatars, delivering more engaging, intelligent, and immersive customer experiences than ever before.” This collaboration is set to lead the third wave of the AI revolution, integrating humans and intelligent agents to drive unprecedented customer success. 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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October 11, 2024in Agentforce Platform, Data, Enterprise, Salesforce, Salesforce Data Cloud, Technology
Zendesk Launches AI Agent Builder
10Oct

Zendesk Launches AI Agent Builder

Zendesk Launches AI Agent Builder and Enhances Agent Copilot Zendesk has unveiled its AI Agent Builder, a key feature in a series of significant updates across its platform. This new tool enables customer service teams to create bots—now referred to as “AI Agents”—using natural language descriptions. For example, a user might input: “A customer wants to return a product.” The AI Agent Builder will recognize the scenario and automatically create a framework for the AI Agent, which can then be reviewed, tested, and deployed. This framework might include essential steps like checking the order number, verifying the items for return, and cross-referencing the return policy. Matthias Goehler, CTO for EMEA at Zendesk, explains, “You can define any number of workflows in the same straightforward manner. The best part is that business users can do this without needing to design complex flowcharts or decision trees.” However, developers may still need to consult an API when creating AI Agents that interact with multiple third-party applications. Other Enhancements to Zendesk’s AI Agents The AI Agent Builder simplifies the automation of customer interactions that involve multiple steps. For more straightforward queries, Zendesk can connect a single AI Agent to trusted knowledge sources, allowing it to autonomously provide answers. Recently, the vendor has expanded this capability to email and strengthened its partnership with Poly.AI to integrate conversational AI capabilities into the voice channel. Goehler remarked, “When I first heard a Poly bot, I thought it was a human; it even had subtle dialects and varied pacing.” This natural-sounding voice, combined with real-time data processing, enables the bot to understand customer intent and guide them through various processes. Zendesk aims to help customers automate up to 80 percent of their service inquiries. However, Goehler acknowledges that some situations will always require human intervention, whether due to case complexity or customer preferences. Therefore, the company continues to enhance its Agent Copilot, which now includes several new features. The “Enhanced” Zendesk Agent Copilot One of the most exciting new features in Agent Copilot is its “Procedure” capability. This allows contact centers to define specific procedures for the Copilot to execute on behalf of live agents. Users can specify these procedures in natural language, such as: “Do this first, then this, and finally this.” During live interactions, agents can request the Copilot to carry out tasks like scheduling appointments or sending shipping labels. The Copilot can also proactively suggest procedures, share recommended responses, and offer guidance through its new “auto-assist” mode. While the live agent remains in control, they can approve the Copilot’s suggestions, allowing it to handle much of the workload. Goehler noted, “If the agent wants to adjust something, they can do that, too. The AI continues to suggest steps and solutions.” This feature is particularly beneficial for companies facing high staff turnover, as it allows new agents to quickly adapt with consistent, high-quality guidance. Zendesk has also introduced Agent Copilot for Voice, making many of its capabilities accessible during customer calls. Agents will receive live call insights and relevant knowledge base content to enhance their interactions. Elsewhere at Zendesk 2024 has been a transformative year for Zendesk. The company has entered the workforce engagement management (WEM) market with acquisitions of Klaus and Tymeshift. This follows the integration of Ultimate, which laid the groundwork for the new Zendesk AI Agents and significantly enhanced the vendor’s conversational AI expertise. Additionally, Zendesk has developed a customer messaging app in collaboration with Meta, established a venture arm for AI startups, and announced new partnerships with AWS and Anthropic. Notably, Zendesk has gained attention for introducing an “industry-first” outcome-based pricing model. This move is significant as many CCaaS and CRM vendors, facing pressure from AI solutions that reduce headcounts, have traditionally relied on seat-based pricing models. By adopting outcome-based pricing, Zendesk ensures that customers only pay more when they achieve desired outcomes, addressing a key challenge in the industry. 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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October 10, 2024in Data
Revolution Customer Service with Agentforce
08Oct

Revolution Customer Service with Agentforce

Agentforce stole the spotlight at Dreamforce, but it’s not just about replacing human workers. Equally significant for Service Cloud was the focus on how AI can be leveraged to make agents, dispatchers, and field service technicians more productive and proactive. Join a conversation to unpack the latest Sales Cloud innovations, with a spotlight on Agentforce for sales followed by a Q&A with Salesblazers. During the Dreamforce Service Cloud keynote, GM Kishan Chetan emphasized the dramatic shift over the past year, with AI moving from theoretical to practical applications. He challenged customer service leaders to embrace AI agents, highlighting that AI-driven solutions can transform customer service from delivering “good” benefits to achieving exponential growth. He noted that AI agents are capable of handling common customer requests like tech support, scheduling, and general inquiries, as well as more complex tasks such as de-escalation, billing inquiries, and even cross-selling and upselling. In practice, research by Valoir shows that most Service Cloud customers are still in the early stages of AI adoption, particularly with generative AI. While progress has accelerated recently, most companies are only seeing incremental gains in individual productivity rather than the exponential improvements highlighted at Dreamforce. To achieve those higher-level returns, customers must move beyond simple automation and summarization to AI-driven transformation, powered by Agentforce. Chetan and his team outlined four key steps to make this transition. “Agentforce represents the Third Wave of AI—advancing beyond copilots to a new era of highly accurate, low-hallucination intelligent agents that actively drive customer success. Unlike other platforms, Agentforce is a revolutionary and trusted solution that seamlessly integrates AI across every workflow, embedding itself deeply into the heart of the customer journey. This means anticipating needs, strengthening relationships, driving growth, and taking proactive action at every touchpoint,” said Marc Benioff, Chair and CEO, Salesforce. “While others require you to DIY your AI, Agentforce offers a fully tailored, enterprise-ready platform designed for immediate impact and scalability. With advanced security features, compliance with industry standards, and unmatched flexibility. Our vision is bold: to empower one billion agents with Agentforce by the end of 2025. This is what AI is meant to be.” In contrast to now-outdated copilots and chatbots that rely on human requests and strugglewith complex or multi-step tasks, Agentforce offers a new level of sophistication by operating autonomously, retrieving the right data on demand, building action plans for any task, and executing these plans without requiring human intervention. Like a self-driving car, Agentforce uses real-time data to adapt to changing conditions and operates independently within an organizations’ customized guardrails, ensuring every customer interaction is informed, relevant, and valuable. And when desired, Agentforce seamlessly hands off to human employees with a summary of the interaction, an overview of the customer’s details, and recommendations for what to do next. Deploy AI agents across channelsAgentforce Service Agent is more than a chatbot—it’s an autonomous AI agent capable of handling both simple and complex requests, understanding text, video, and audio. Customers were invited to build their own Service Agents during Dreamforce, and many took up the challenge. Service-related agents are a natural fit, as research shows Service Cloud customers are generally more prepared for AI adoption due to the volume and quality of customer data available in their CRM systems. Turn insights into actionLaunching in October 2024, Customer Experience Intelligence provides an omnichannel supervisor Wall Board that allows supervisors to monitor conversations in real time, complete with sentiment scores and organized metrics by topics and regions. Supervisors can then instruct Service Agent to dive into root causes, suggest proactive messaging, or even offer discounts. This development represents the next stage of Service Intelligence, combining Data Cloud, Tableau, and Einstein Conversation Mining to give supervisors real-time insights. It mirrors capabilities offered by traditional contact center vendors like Verint, which also blend interaction, sentiment, and other data in real time—highlighting the convergence of contact centers and Service Cloud service operations. Empower teams to become trusted advisorsSalesforce continues to navigate the delicate balance between digital and human agents, especially within Service Cloud. The key lies in the intelligent handoff of customer data when escalating from a digital agent to a human agent. Service Planner guides agents step-by-step through issue resolution, powered by Unified Knowledge. The demo also showcased how Service Agent can merge Commerce and Service by suggesting agents offer complimentary items from a customer’s shopping cart. Enable field teams to be proactiveSalesforce also announced improvements in field service, designed to help dispatchers and field service agents operate more proactively and efficiently. Agentforce for Dispatchers enhances the ability to address urgent appointments quickly. Asset Service Prediction leverages AI to forecast asset failures and upcoming service needs, while AI-generated prework briefs provide field techs with asset health scores and critical information before they arrive on site. Setting a clear roadmap for adopting Agentforce across these four areas is an essential step toward helping customers realize more than just incremental gains in their service operations. Equally important will be helping customers develop a data strategy that harnesses the power of Data Cloud and Salesforce’s partner ecosystem, enabling a truly data-driven service experience. Investments in capabilities like My Service Journeys will also be critical in guiding customers through the process of identifying which AI features will deliver the greatest returns for their specific needs. Agentforce leverages Salesforce’s generative AI, like Einstein GPT, to automate routine tasks, provide real-time insights, and offer personalized recommendations, enhancing efficiency and enabling agents to deliver exceptional customer experiences. Agentforce is not just another traditional chatbot; it is a next-generation, AI-powered solution that understands complex queries and acts autonomously to enhance operational efficiency. Unlike conventional chatbots, Agentforce is intelligent and adaptive, capable of managing a wide range of customer issues with precision. It offers 24/7 support, responds in a natural, human-like manner, and seamlessly escalates to human agents when needed and redefining customer service by delivering faster, smarter, and more effective support experiences. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM

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October 8, 2024in Data, Enterprise, Generative AI, Salesforce, Unified Knowledge
Salesforce Agentforce Integration
07Oct

Salesforce Agentforce Integration

The rise of AI-powered solutions is transforming customer service, support, and automation. For organizations such as nonprofits, national associations, and large enterprises, delivering seamless customer experiences has become crucial. Salesforce’s Agentforce, a next-generation conversational AI tool, plays a vital role in this transformation. Designed to elevate customer support and interaction, Agentforce provides an intelligent and scalable solution for integrating AI chatbots into content management systems (CMS) like WordPress, Drupal, and HubSpot. Salesforce Agentforce Integration. In this detailed feature review, we will dive into the extensive capabilities of Salesforce Agentforce, analyzing its role as a conversational tool, its technical requirements, and the benefits it provides for nonprofits, national associations, and businesses. We’ll also compare its applications across various CMS platforms like Drupal, WordPress, and HubSpot, exploring its potential as a powerful AI assistant for website automation and customer interaction. Salesforce Agentforce: A Technical Perspective Salesforce Agentforce is an advanced AI-driven conversational assistant that seamlessly integrates into the Salesforce environment. By tapping into Salesforce CRM’s vast data resources, Agentforce serves as an intelligent interface, automating everything from initial customer inquiries to more personalized interactions. Utilizing natural language processing (NLP) and machine learning, it continually refines responses and scales interactions, making it an indispensable tool for organizations aiming to enhance customer service workflows. Agentforce integrates smoothly with Salesforce Service Cloud, automating both live chat support and chatbot responses. Additionally, it can connect with third-party platforms, including popular CMS solutions like WordPress, Drupal, and HubSpot, allowing organizations to centralize customer service operations in one interface. Core Features and Technical Architecture of Agentforce Natural Language Understanding (NLU) and Processing (NLP) Agentforce’s NLP capabilities are its backbone, allowing it to understand complex human language and respond contextually. This empowers it to manage initial inquiries as well as more sophisticated support requests. Agentforce’s NLU also enables it to work across different languages, dialects, and industry-specific terminology, making it particularly valuable for global organizations and national associations serving diverse audiences. Machine Learning for Continuous Improvement Agentforce’s machine learning feature enhances its ability to improve accuracy and understanding over time. Each interaction helps the chatbot evolve, making it more effective at delivering relevant, real-time responses. This model integrates directly with Salesforce’s data infrastructure, giving Agentforce access to historical data and interactions to offer highly personalized, context-aware answers. Deep Integration with Salesforce CRM As a Salesforce-native tool, Agentforce can harness CRM data in ways other AI tools cannot. By accessing customer histories, purchase data, and previous interactions, it creates personalized experiences that build customer trust. Nonprofits and associations can use this data to improve donor or member interactions, offering targeted support and outreach. Agentforce can also be tailored to retrieve specific datasets, such as an individual’s support history or ongoing service case updates. Cross-Platform Flexibility and API Integration Agentforce offers flexible APIs that enable integration with third-party systems, including CMS platforms like WordPress, Drupal, and HubSpot. This flexibility ensures that AI-powered chatbots can be deployed on organizational websites, providing a seamless experience for customers, donors, and members alike. Whether it’s a nonprofit using Drupal or a business on WordPress, Agentforce acts as the central hub for support and engagement, offering fluid interactions on top of your CMS. HubSpot users can further leverage Agentforce’s marketing features to align lead generation with personalized, chat-based interactions. Use Cases for Agentforce in Nonprofits, National Associations, and Businesses Nonprofit Organizations For nonprofits managing donor, volunteer, and beneficiary relationships, Agentforce offers scalable, automated support: National Associations National associations can use Agentforce to handle high volumes of inquiries from members and professionals: Businesses For service-based enterprises, Agentforce is essential for customer service: Salesforce Agentforce and CMS Integration: WordPress, Drupal, and HubSpot WordPress and Salesforce Agentforce Integration For WordPress users, Agentforce offers customizable chatbot widgets that enhance customer engagement, handle ecommerce inquiries, and integrate with WooCommerce for product support. Drupal and Agentforce Integration Drupal’s modular architecture allows Agentforce to automate membership management, provide multilingual support, and distribute content for nonprofits and associations. HubSpot and Agentforce Integration HubSpot users benefit from Agentforce’s ability to automate lead nurturing, sales and marketing workflows, and customer support, all while keeping HubSpot and Salesforce CRM data synchronized. Tectonic and Salesforce Agentforce Integration At Tectonic, we understand that adopting AI-powered solutions like Salesforce Agentforce is only the first step toward delivering exceptional customer experiences. We specialize in crafting, training, and implementing tailored AI chatbot solutions that enhance engagement, streamline processes, and drive growth, all while seamlessly integrating with your current website or mobile app. As a full-service digital strategy firm, Tectonic excels in integrating advanced tools like Salesforce Agentforce into platforms like WordPress, Drupal, and HubSpot, ensuring your automation strategies are executed with precision. From custom chatbot implementations to comprehensive digital strategy services, our team is dedicated to optimizing your website for engagement and lead generation. 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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October 7, 2024in Agentforce Platform, AI Tools, Data, Enterprise, Salesforce, Salesforce Service Cloud

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