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Speed to Launch of Agentforce

Speed to Launch of Agentforce

Agentforce isn’t just another AI platform that requires months of customization. At most customers, they quickly saw its power, launching transformative generative AI experiences in just days—no AI engineers needed. For companies with larger admin teams, the benefits can be even greater. Unlike other platforms, Agentforce places a strong emphasis on data privacy, building on the trust that Salesforce is known for, making these virtual assistants invaluable. We began with employee-facing use cases, saving our team several hours per week. Now, with Agentforce, we’re seeing even more opportunities to drive efficiencies and better serve our customers. “We’re excited to leverage Agentforce to completely overhaul recruitment and enrollment at Unity Environmental University. Instead of traditional forms or chatbots, our students will soon engage with an autonomous recruitment agent directly on our website, offering personalized support throughout the college application process.”– Dr. Melik Khoury, President & CEO, Unity Environmental University “For first-generation college students, the 1:385 coach-to-student ratio makes personalized guidance challenging. By integrating Agentforce into our platform, we’re deploying cutting-edge solutions to better support students. These agents enable our coaches to focus on high-touch, personalized experiences while handling vital tasks like sharing deadlines and answering common questions—24/7.”– Siva Kumari, CEO, College Possible “Agentforce offers organizations a unique opportunity to move beyond incremental improvements and achieve exponential ROI. By automating customer interactions, improving outcomes, and reducing costs, it integrates data, flows, and user interfaces to mitigate risks and accelerate value creation. This agent-based platform approach allows businesses to harness AI’s full potential, revolutionizing customer engagement and paving the way for exponential growth.”– Rebecca Wettemann, CEO and Principal Analyst, Valoir “Autonomous agents powered by Salesforce’s Agentforce are revolutionizing customer experiences by providing fast, accurate, and personalized support around the clock. With advanced AI making decisions and taking actions autonomously, businesses can resolve customer issues more efficiently, fostering deeper interactions and enhancing satisfaction. This innovation enables companies to reallocate human resources to more complex tasks, boosting individual productivity and scaling business growth. Agentforce is setting new standards for seamless sales, service, marketing, and commerce interactions, reinforcing its leadership in customer experience.”– Michael Fauscette, CEO and Chief Analyst, Arion Research LLC “The best way to predict the future is to invent it.” — Alan Kay, Computer Science Pioneer Technology progresses in what biologists call punctuated equilibrium, with new capabilities slowly emerging from labs and tinkerers until a breakthrough shifts the axis of possibility. These pioneering feats create new paradigms, unleashing waves of innovation—much like the Apple Macintosh, the iPhone, and the Salesforce Platform, which revolutionized the enterprise software-as-a-service (SaaS) model and sparked an entire industry. The Age of Agentforce Begins At Dreamforce 2024, Salesforce Futures reflected on the launch of Agentforce, inspired by visions like the Apple Knowledge Navigator. In 2023, we used this inspiration to craft our Salesforce 2030 film, which showcased the collaboration between humans and autonomous AI agents. Now, with Agentforce, we’re witnessing that vision come to life. Agentforce is a suite of customizable AI agents and tools built on the Salesforce Platform, offering an elegant solution to the complexity of AI deployment. It addresses the challenges of integrating data, models, infrastructure, and applications into a unified system. With powerful tools like Agent Builder and Model Builder, organizations can easily create, customize, and deploy AI agents. Salesforce’s Atlas Reasoning Engine empowers these agents to handle both routine and complex tasks autonomously. A New Era of AI Innovation At Dreamforce 2024, over 10,000 attendees raced to build their own agents using the “Agent Builder” experience, turning verbal instructions into fully functioning agents in under 15 minutes. This wasn’t just another chatbot—it’s a new breed of AI that could transform how businesses operate and deliver superior customer experiences. Companies like Saks, OpenTable, and Wiley have quickly embraced this technology. As Mick Costigan and David Berthy of Salesforce Futures explain, “When we see signals like this, it pushes us toward the future. Soon, we’ll see complex, multi-agent systems solving higher-order challenges, both in the enterprise and in consumer devices.” Shaping the Future Agentforce isn’t just a product—it’s a platform for experimentation. With hundreds of thousands of Salesforce customers soon gaining access, the full potential of these tools will unfold in ways we can’t yet imagine. As with every major technological shift, the real magic will lie in how people use it. Every interaction, every agent deployed, and every problem solved will shape the future in unexpected ways. Platform Evolution Adam Evans, Salesforce SVP of Product, notes that Agentforce builds on the company’s transformation over the past four years, following the pattern of Salesforce’s original disruption of enterprise software. Unlike traditional solutions, Agentforce eliminates the need for customers to build their own AI infrastructure, providing a ready-to-use solution. At the core of Agentforce is the Atlas Reasoning Engine, delivering results that are twice as relevant and 33% more accurate than competing solutions. This engine integrates Salesforce Data Cloud, Flow for automation, and the Einstein Trust Layer for governance. Early Customer Results Early Agentforce deployments highlight how organizations are using autonomous agents to enhance, rather than replace, human workers: George Pokorny, Senior VP of Global Customer Success at OpenTable, shared, “Just saving two minutes on a ten-minute call lets our service reps focus on strengthening customer relationships, thanks to seamless integration with Service Cloud, giving us a unified view of diner preferences and history.” 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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Autonomous Agents on the Agentforce Platform

Leveraging Agentforce

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

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Agentforce Testing Tool

Agentforce Testing Tool

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

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Agentforce to the Team

Salesforce has officially launched Agentforce

Agentforce goes beyond traditional chatbots and copilots, leveraging advanced reasoning to perform tasks like resolving customer issues, qualifying leads, and optimizing marketing campaigns—all without human intervention. Triggered by data changes, business rules, automations, or API signals, Agentforce executes actions independently. Companies like OpenTable, Saks, and Wiley are already harnessing Agentforce to enhance employee productivity, expand their workforce, and elevate customer experiences.

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Salesforce adds Testing Center to Agentforce for AI agents

Salesforce adds Testing Center to Agentforce for AI agents

Salesforce Unveils Agentforce Testing Center to Streamline AI Agent Lifecycle Management Salesforce has introduced the Agentforce Testing Center, a suite of tools designed to help enterprises test, deploy, and monitor autonomous AI agents in a secure and controlled environment. These innovations aim to support businesses adopting agentic AI, a transformative approach that enables intelligent systems to reason, act, and execute tasks on behalf of employees and customers. Agentforce Testing Center: A New Paradigm for AI Agent Deployment The Agentforce Testing Center offers several key capabilities to help businesses confidently deploy AI agents without risking disruptions to live production systems: Supporting a Limitless Workforce Adam Evans, EVP and GM for Salesforce AI Platform, emphasized the importance of these tools in accelerating the adoption of AI agents: “Agentforce is helping businesses create a limitless workforce. To deliver this value fast, CIOs need new tools for testing and monitoring agentic systems. Salesforce is meeting the moment with Agentforce Testing Center, enabling companies to roll out trusted AI agents with no-code tools for testing, deploying, and monitoring in a secure, repeatable way.” From Testing to Deployment Once testing is complete, enterprises can seamlessly deploy their AI agents to production using Salesforce’s proprietary tools such as Change Sets, DevOps Center, and the Salesforce CLI. Additionally, the Digital Wallet feature offers transparent usage monitoring, allowing teams to track consumption and optimize resources throughout the AI development lifecycle. Customer and Analyst Perspectives Shree Reddy, CIO of PenFed, praised the potential of Agentforce and Data Cloud Sandboxes: “By enabling rigorous pre-deployment testing, we can deliver faster, more accurate support and recommendations to our members, aligning with our commitment to financial well-being.” Keith Kirkpatrick, Research Director at The Futurum Group, highlighted the broader implications: “Salesforce is instilling confidence in AI adoption by testing hundreds of variations of agent interactions in parallel. These enhancements make it easier for businesses to pressure-test autonomous systems and ensure reliability.” Availability With these tools, Salesforce solidifies its leadership in the agentic AI space, empowering enterprises to adopt AI systems with confidence and transform their operations 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

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Marketing Cloud and Generative AI

Marketing Cloud and Generative AI

Generative AI and Salesforce: Revolutionizing Digital Marketing with Einstein AI Generative AI is a form of Artificial Intelligence that learns from existing content to generate new, creative outputs. Salesforce has long been at the forefront of AI innovation, primarily through its Einstein assistant, which has evolved to offer increasingly sophisticated solutions over time. Artificial Intelligence: Key Concepts Before diving into Salesforce’s AI capabilities, let’s clarify some foundational concepts. Artificial Intelligence (AI) refers to the creation of intelligent systems that can learn and reason autonomously. Within AI, Machine Learning (ML) plays a crucial role by enabling computers to learn from data and improve over time without explicit programming. ML models fall into two broad categories: Deep Learning and Neural Networks A more advanced subset of ML is Deep Learning, which uses neural networks to process large amounts of data and make autonomous decisions. Deep Learning powers technologies like voice assistants (e.g., Alexa or Siri), which can recognize speech and execute tasks. A specific application within Deep Learning is Generative AI, capable of autonomously creating new content based on learned patterns from vast datasets. Another critical AI system is the Foundational Model, which is trained on enormous amounts of unstructured data from across the web, including text, images, and videos. These models offer a wide range of capabilities, such as generating text, answering questions, creating designs, or solving complex problems. Salesforce Marketing Cloud and AI Salesforce has utilizeded AI through its Einstein platform, which has evolved over time to offer a variety of data-driven tools. For example, Sent Time Optimization uses customer data to determine the best time to send emails to maximize engagement. AI Tools in Salesforce Marketing Cloud Salesforce offers several AI-powered tools for Marketing Cloud to help businesses leverage data for personalization and efficiency: The Einstein Trust Layer: AI in Salesforce CRM Einstein is the first generative AI model integrated into a CRM, and Salesforce refers to its AI process as the Einstein Trust Layer. Here’s how it works: Marketing Applications of Salesforce AI Tools Salesforce’s AI tools can be applied across omnichannel marketing campaigns to hyper-personalize communication, increasing conversion rates and customer engagement. Predictive analytics also allow businesses to optimize cross-selling and upselling, offering tailored product recommendations based on customer behavior. Chatbots powered by AI further enhance productivity by interacting in natural language, collecting leads, suggesting products, and resolving customer inquiries. Salesforce’s Commitment to AI in Digital Marketing Salesforce has been a pioneer in AI, continually expanding its capabilities through Einstein. With the latest AI tools for Marketing Cloud, businesses can now interact with customers more precisely, boost engagement, and optimize purchase predictions—paving the way for a new era in digital marketing. 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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Marketing Cloud Enhancements 2024

Marketing Cloud Enhancements 2024

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

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Salesforce Einstein Copilot Security

Salesforce Einstein Copilot Security

Salesforce Einstein Copilot Security: How It Works and Key Risks to Mitigate for a Safe Rollout With the official rollout of Salesforce Einstein Copilot, this conversational AI assistant is set to transform how sales, marketing, and customer service teams interact with both customers and internal documentation. Einstein Copilot understands natural language queries, streamlining daily tasks such as answering questions, generating insights, and performing actions across Salesforce to boost productivity. Salesforce Einstein Copilot Security However, alongside the productivity gains, it’s essential to address potential risks and ensure a secure implementation. This Tectonic insight covers: Einstein Copilot Use Cases Einstein Copilot enables users to: All of these actions can be performed with simple, natural language prompts, improving efficiency and outcomes. How Einstein Copilot Works Here’s a simplified breakdown of how Einstein Copilot processes prompts: The Einstein Trust Layer Salesforce has built the Einstein Trust Layer to ensure customer data is secure. Customer data processed by Einstein Copilot is encrypted, and no data is retained on the backend. Sensitive data, such as PII (Personally Identifiable Information), PCI (Payment Card Information), and PHI (Protected Health Information), is masked to ensure privacy. Additionally, the Trust Layer reduces biased, toxic, and unethical outputs by leveraging toxic language detection. Importantly, Salesforce guarantees that customer data will not be used to train the AI models behind Einstein Copilot or be shared with third parties. The Shared Responsibility Model Salesforce’s security approach is based on a shared responsibility model: This collaborative model ensures a higher level of security and trust between Salesforce and its customers. Best Practices for Securing Einstein Copilot Rollout Prepare Your Salesforce Org for Einstein Copilot To ensure a smooth rollout, it’s critical to assess your Salesforce security posture and ready your data. Tools like Salesforce Shield can help organizations by: By following these steps, you can utilize the power of Einstein Copilot while ensuring the security and integrity of your data. 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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Salesforce AI Agents Explained

Salesforce AI Agents Explained

Salesforce’s AI Agents: Revolutionizing Enterprise Sales and Service for the Future In the rapidly evolving landscape of artificial intelligence (AI), Salesforce continues to lead the charge, transforming enterprise operations with cutting-edge AI agents. With the introduction of Agentforce, Salesforce is not just enhancing sales and service departments but reshaping business processes across sectors. This comprehensive exploration highlights how Salesforce’s AI agents are changing the game, offering enterprise-level executives insights into their revolutionary potential. Salesforce AI Agents Explained. AI Agents: Beyond Autonomous Vehicles A fitting analogy to grasp the progression of AI agents is the evolution of autonomous vehicles. Just as self-driving cars advance from basic driver assistance to full autonomy, AI agents evolve from simple automation to more complex decision-making. Salesforce’s Chief Product Officer, David Schmaier, draws this comparison: “In the autonomous driving world, we have levels of autonomy, from level zero to level five. AI agents for enterprises follow a similar path.” At the core of this evolution is what Salesforce defines as the “agentic” phase of AI. Unlike generative AI that follows instructions to create content, agentic AI autonomously determines and takes actions based on broader goals. Schmaier notes, “We’re at the point where AI not only creates content but takes strategic actions. It’s like having an infinite pool of interns handling mundane tasks so human employees can focus on higher-value activities.” Agentforce: Salesforce’s Next-Generation AI Platform Agentforce is the latest addition to Salesforce’s AI arsenal, unveiled during their Q2 ’25 earnings call and now positioned as a significant milestone in AI development. With Agentforce, organizations can build and manage autonomous agents for tasks across various business functions—not just customer service. This versatility is highlighted by Marc Benioff, Salesforce’s CEO, who described the energy around Agentforce during a recent briefing as “palpable.” Agentforce builds on Salesforce’s data management, security, and customization expertise, uniting these capabilities into an AI framework. Schmaier explains, “It’s about creating trusted, enterprise-ready agents, not just deploying a large language model. We’ve developed over 100 out-of-the-box use cases, from sales account summaries to service reply recommendations, all customizable and easy to deploy.” Agentforce “In Every App” A key announcement is the integration of Agentforce in every app across Salesforce’s product suite, including Sales, Service, Marketing, and Commerce Agents. The Atlas reasoning engine, Agent Builder, and a partner network were also introduced to further enhance its capabilities. The Atlas Reasoning Engine acts as the “brain” behind Agentforce, autonomously generating plans and refining them based on actions it needs to perform, such as running business processes or engaging customers through preferred channels. What Makes an AI Agent? Salesforce AI Agents Explained Building an AI agent with Agentforce requires five key elements: These components leverage existing Salesforce infrastructure, making it easier for businesses to deploy agents through Agent Builder, which is part of the new Agentforce Studio. Agents vs. Chatbots Unlike traditional chatbots, which provide pre-programmed responses, Salesforce’s AI agents use large language models (LLMs) and generative AI to interpret and autonomously execute customer requests based on CRM data. This distinction allows AI agents to perform tasks that go beyond simple queries, driving efficiency in customer service, sales, and other business areas. Practical Applications: Sales, Service, and Marketing Salesforce’s AI agents offer tangible business benefits. For instance, Sales Agent, available as both a Sales Development Representative (SDR) and Sales Coach, automates lead nurturing and inquiry management. It utilizes CRM data to deliver personalized pitches, handle objections, and even suggest meeting times—freeing sales teams to focus on more strategic tasks. In customer service, AI agents manage routine inquiries, allowing human representatives to address more complex customer needs. In marketing, AI agents generate data-driven insights to personalize campaigns, improving customer engagement and conversion rates. The Security and Trust Foundation Security and trust remain core to Salesforce’s approach to AI. The Einstein Trust Layer ensures that data protection, privacy, and ethical guidelines are maintained throughout AI interactions. Schmaier emphasizes, “Our platform defines what data agents can access and how they use it, adhering to strict data integrity standards.” The Trust Layer also prevents AI from training on customer data without consent, ensuring transparency and security. A Partnership Between Humans and AI-Salesforce AI Agents Explained Salesforce’s vision emphasizes the synergy between human employees and AI agents. As Schmaier points out, “AI agents handle routine tasks and deliver insights, allowing employees to focus on more creative and strategic work.” This human-AI partnership boosts productivity and innovation, ultimately improving business outcomes. The Future of AI in Business As AI technology advances, Salesforce is already working on next-generation capabilities for Agentforce, including predictive analytics and more sophisticated autonomous agents. Schmaier forecasts, “These agents will handle a wider range of tasks and provide deeper insights and recommendations.” With Agentforce launching in October 2024, businesses can expect significant returns on investment, thanks to its cost-efficient model starting at $2 per conversation. In summary, Salesforce’s Agentforce is a game-changing innovation, blending AI and human intelligence to transform sales, service, and marketing. As more details unfold, it’s clear that Agentforce will redefine the future of business operations—driving efficiency, personalization, and strategic success. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Introducing the New Nonprofit Cloud

Salesforce Transforming Nonprofit Operations with AI

Salesforce Enhances Nonprofit Cloud with Generative AI Capabilities On August 6, 2024, Salesforce announced that its Nonprofit Cloud is now equipped with generative AI capabilities powered by the Einstein 1 Platform. This integration represents the first time Salesforce’s Industry Cloud portfolio has incorporated the Einstein 1 Platform, signaling a broader commitment to embedding AI tools across its product offerings. The update aims to revolutionize nonprofit operations by providing AI-powered tools for personalized donor engagement, operational efficiency, and funding discovery. Key features include AI-generated fundraising proposals and program summaries, which provide concise insights into grant details, donor histories, and program outcomes. Transforming Nonprofit Operations with AI The integration of generative AI into Nonprofit Cloud aligns with Salesforce’s strategy to empower nonprofits to navigate challenges such as donor fatigue, increased operational costs, and rising service demands. Notable enhancements include: Additionally, Salesforce launched Data Cloud for Nonprofits, enabling a unified, real-time view of donor, volunteer, and program data. This innovation breaks down data silos, empowering nonprofits to create tailored outreach strategies and assess program performance effectively. Four Pillars of AI Success Salesforce’s enhancements to Nonprofit Cloud embody its “four-pillar” approach to enterprise AI success: Key Innovations in Nonprofit Cloud Salesforce introduced three groundbreaking innovations to address nonprofit-specific challenges: These features, coupled with Nonprofit Cloud Einstein 1 Edition (which bundles Nonprofit Cloud, Data Cloud, Einstein, Experience Cloud, and Slack), provide nonprofits with comprehensive tools to drive impact. Nonprofit Adoption and Impact Nonprofits are already experiencing the transformative potential of AI. According to Salesforce’s Nonprofit Trends Report, organizations leveraging these AI tools have seen: Julie Fleshman, CEO of the Pancreatic Cancer Action Network, shared her organization’s success with Nonprofit Cloud: “Salesforce has been instrumental in helping us connect patients with specialized healthcare providers and clinical trials, advancing our mission and saving valuable time.” Nonprofit Cloud vs. NPSP While Nonprofit Cloud offers a unified, scalable platform with AI-driven insights and advanced donor management tools, the Nonprofit Success Pack (NPSP) serves as a free, open-source solution for smaller organizations. Here’s a quick comparison: Feature Nonprofit Cloud NPSP Functionality Comprehensive CRM with advanced tools Free app with basic CRM functionality Integration Seamless with other Salesforce products Requires additional configuration Ease of Use User-friendly and designed for nonprofits May require technical expertise Cost Subscription-based Free with optional paid add-ons Scalability Built for growing organizations Requires customization for growth Ideal Users Large and mid-sized nonprofits Small nonprofits Maximizing Fundraising with Nonprofit Cloud Nonprofit Cloud offers nonprofits flexibility and efficiency in managing their fundraising efforts, helping them overcome challenges like donor fatigue and retention. Its advanced features include: By leveraging these tools, nonprofits can improve engagement, strengthen donor relationships, and make data-driven decisions, ultimately amplifying their impact. The Tectonic Role Tectonic has been instrumental in implementing Salesforce Nonprofit Cloud for multiple organizations, ensuring they harness its full potential to optimize operations, engage donors, and achieve their missions. With Salesforce’s AI-driven enhancements and Tectonic’s expertise, nonprofits are poised to navigate challenges, unlock new opportunities, and amplify their societal impact. 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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Unlocking Enterprise AI Success

Unlocking Enterprise AI Success

Companies are diving into artificial intelligence. Unlocking enterprise AI success depends on four main factors. Tectonic is here to help you address each. Trust is Important-Trust is Everything Data is everything—it’s reshaping business models and steering the world through health and economic challenges. But data alone isn’t enough; in fact, it can be worse than useless—it’s a risk unless it’s trustworthy. The solution lies in a data trust strategy: one that maximizes data’s potential to create value while minimizing the risks associated with it. Data Trust is Declining, Not Improving Do you believe your company is making its data and data practices more trustworthy? If so, you’re in line with most business leaders. However, there’s a disconnect: consumers don’t share this belief. While 55% of business leaders think consumers trust them with data more than they did two years ago, only 21% of consumers report increased trust in how companies use their data. In fact, 28% say their trust has decreased, and a staggering 76% of global consumers view sharing their data with companies as a “necessary evil.” For companies that manage to build trust in their data, the benefits are substantial. Yet, only 37% of companies with a formal data valuation process involve privacy teams. Integrating privacy is just one aspect of building data trust, but companies that do so are already more than twice as likely as their peers to report returns on investment from key data-driven initiatives, such as developing new products and services, enhancing workforce effectiveness, and optimizing business operations. To truly excel, companies need to create an ongoing system that continually transforms raw information into trusted, business-critical data. Data is the Backbone-Data is the Key Data leaks, as shown below, are a major factor on data trust and quality. As bad as leaked data is to security, data availability is to being a data-driven organization. Extortionist Attack on Costa Rican Government Agencies In an unprecedented event in April 2022, the extortionist group Conti launched a cyberattack on Costa Rican government agencies, demanding a $20 million ransom. The attack crippled much of the country’s IT infrastructure, leading to a declared state of emergency. Lapsus$ Attacks on Okta, Nvidia, Microsoft, Samsung, and Other Companies The Lapsus$ group targeted several major IT companies in 2022, including Okta, Nvidia, Microsoft, and Samsung. Earlier in the year, Okta, known for its account and access management solutions—including multi-factor authentication—was breached. Attack on Swissport International Swissport International, a Swiss provider of air cargo and ground handling services operating at 310 airports across 50 countries, was hit by ransomware. The attack caused numerous flight delays and resulted in the theft of 1.6 TB of data, highlighting the severe consequences of such breaches on global logistics. Attack on Vodafone Portugal Vodafone Portugal, a major telecommunications operator, suffered a cyberattack that disrupted services nationwide, affecting 4G and 5G networks, SMS messaging, and TV services. With over 4 million cellular subscribers and 3.4 million internet users, the impact was widespread across Portugal. Data Leak of Indonesian Citizens In a massive breach, an archive containing data on 105 million Indonesian citizens—about 40% of the country’s population—was put up for sale on a dark web forum. The data, believed to have been stolen from the “General Election Commission,” included full names, birth dates, and other personal information. The Critical Importance of Accurate Data There’s no shortage of maxims emphasizing how data has become one of the most vital resources for businesses and organizations. At Tectonic, we agree that the best decisions are driven by accurate and relevant data. However, we also caution that simply having more data doesn’t necessarily lead to better decision-making. In fact, we argue that data accuracy is far more important than data abundance. Making decisions based on incorrect or irrelevant data is often worse than having too little of the right data. This is why accurate data is crucial, and we’ll explore this concept further in the following sections. Accurate data is information that truly reflects reality or another source of truth. It can be tested against facts or evidence to verify that it represents something as it actually is, such as a person’s contact details or a location’s coordinates. Accuracy is often confused with precision, but they are distinct concepts. Precision refers to how consistent or varied values are relative to one another, typically measured against some other variable. Thus, data can be accurate, precise, both, or neither. Another key factor in data accuracy is the time elapsed between when data is produced and when it is collected and used. The shorter this time frame, the more likely the data is to be accurate. As modern businesses integrate data into more aspects of their operations, they stand to gain significant competitive advantages if done correctly. However, this also means there’s more at stake if the data is inaccurate. The following points will highlight why accurate data is critical to various facets of your company. Ease and speed of access Access speeds are measured in bytes per second (Bps). Slower devices operate in thousands of Bps (kBps), while faster devices can reach millions of Bps (MBps). For example, a hard drive can read and write data at speeds of 300MBps, which is 5,000 times faster than a floppy disk! Fast data refers to data in motion, streaming into applications and computing environments from countless endpoints—ranging from mobile devices and sensor networks to financial transactions, stock tick feeds, logs, retail systems, and telco call routing and authorization systems. Improving data access speeds can significantly enhance operational efficiency by providing timely and accurate data to stakeholders throughout an organization. This can streamline business processes, reduce costs, and boost productivity. However, data access is not just about retrieving information. It plays a crucial role in ensuring data integrity, security, and regulatory compliance. Effective data access strategies help organizations safeguard sensitive information from unauthorized access while making it readily available to those who are authorized. Additionally, the accuracy and availability of data are essential to prevent data

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Pulse for Salesforce

Pulse for Salesforce

Salesforce Unveils Pulse for Salesforce: Integrating Tableau Analytics with CRM to Revolutionize Data-Driven Decision-Making In today’s data heavy business world, where data-driven decision-making is essential for success, the fusion of advanced analytics with customer relationship management (CRM) systems is more crucial than ever. Addressing this need, Salesforce has introduced Pulse for Salesforce, a groundbreaking tool that integrates Tableau’s powerful analytics directly into the Salesforce CRM environment. Meeting the Demand for Actionable Insights This launch aligns with a broader trend in the business intelligence (BI) market, where companies strive to make data analytics more accessible and actionable for non-technical users. Recent studies indicate that while 80% of business leaders view data as critical to decision-making, nearly one-third feel overwhelmed by the sheer volume of information available. Moreover, 91% of these leaders believe their organizations would significantly benefit from generative AI (Gen AI) technologies. Pulse for Salesforce marks a significant milestone in Salesforce’s ongoing strategy following its $15.7 billion acquisition of Tableau in 2019. Tableau, a leader in data visualization and BI since its founding in 2003, has been central to Salesforce’s mission of enhancing customer data management and analysis. The integration of Tableau’s capabilities within Salesforce’s CRM platform represents a major step forward in providing a comprehensive, data-driven solution. Ryan Aytay, President and CEO of Tableau, on the New Integration “Historically, sales leaders and teams have lacked personalized, accessible data insights in their daily flow of work, and analysts often spend considerable time on ad hoc requests and repetitive queries, slowing down decision-making and business growth,” says Ryan Aytay, CEO of Tableau. “By integrating Tableau Pulse’s AI-driven insights into Salesforce, we’re addressing these needs and enhancing data-driven decision-making to help businesses accelerate growth.” Boosting CRM Productivity with Salesforce’s AI Platform Pulse for Salesforce is built on Salesforce’s Einstein 1 AI Platform and leverages Gen AI to provide contextual metrics and insights directly within the Salesforce interface. This seamless integration streamlines decision-making for sales teams by reducing the need for manual data searches or reliance on analysts for ad-hoc queries. Key Features of Pulse for Salesforce Practical Applications and Data Security A practical application of Pulse for Salesforce is performance monitoring. Sales leaders can track team win rate trends directly from their homepage, quickly identifying areas or individuals needing additional support. Similarly, individual sales representatives can monitor their conversion rates and use natural language queries to analyze data by industry, potentially leading to more targeted sales efforts. The integration also addresses data security concerns, a critical issue in the age of AI-powered analytics. Pulse for Salesforce employs the Einstein Trust Layer, a secure AI architecture built into the Einstein 1 Platform, ensuring that customer data remains protected while benefiting from the advanced capabilities of generative AI. Collaboration Salesforce partnered with key industry players and partners to bring this innovative solution to market. With Pulse for Salesforce, organizations can now fully harness the power of integrated analytics and CRM to drive informed decision-making, enhance productivity, and ultimately accelerate business growth. 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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