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Tools to Liberate Salesforce Data
23Dec

Student Experience Modernization

Transforming the Student Journey: Utah State University Launches ‘OneUSU CRM’ with Salesforce Utah State University (USU) proudly announces the launch of OneUSU CRM, an AI-driven Customer Relationship Management (CRM) and Marketing Automation Platform built on Salesforce Education Cloud for Student Experience Modernization. This forward-thinking initiative is set to transform the student experience by simplifying services, enhancingfor engagement, and creating personalized educational journeys for all students—from prospective applicants to lifelong alumni. “USU is redefining student support, starting from the first interaction as prospective students to ongoing engagement as alumni,” said Margo Martinez, VP & GM of Education at Salesforce. “With their AI-powered engagement platform, USU is enabling deeper collaboration among faculty and staff, delivering holistic, personalized support, and strengthening lifelong relationships with students. These efforts will enhance retention and institutional impact.” Breaking Down Silos for a Unified Experience For years, USU’s student data and communication systems operated independently, resulting in fragmented processes. OneUSU CRM consolidates these disparate systems into a single, unified platform, providing a 360-degree view of students and donors. This comprehensive approach enables USU to offer seamless, student-centric experiences, streamline processes, and improve service delivery across the university. “Implementing Salesforce as an enterprise solution will revolutionize how we operate,” said Bill Plate, VP of Marketing and Communications at USU. “It will foster unprecedented collaboration across the university, breaking down silos, enhancing communication, and allowing us to better engage with students and alumni. The result is an elevated experience that strengthens our institutional impact.” The Lifecycle Connection The CRM will connect every touchpoint in the student lifecycle—from recruitment and admissions to active alumni engagement. This integration provides actionable insights to better serve stakeholders, boost enrollment, improve retention, and cultivate stronger relationships with alumni and donors. The initiative aligns with USU’s mission to leverage data for meaningful improvements in the university experience. “This project lays the groundwork for USU to provide personalized support at every stage of the student lifecycle,” added Niel Nickolaisen, USU’s IT Director. “By making comprehensive data accessible to those best positioned to assist, we are better equipped to meet students’ needs, enhance their learning journey, and create stronger institutional bonds.” Four Pillars of Transformation in Student Experience Modernization The OneUSU CRM initiative will roll out in four key phases over 18 months, each focusing on a core area: Guiding Implementation USU’s Operational Strategy division will oversee the rollout, with cross-divisional teams led by Rene Eborn spearheading the transition to Salesforce Education Cloud. By adopting agile principles, minimizing customizations, and redesigning legacy processes, USU is committed to a smooth and effective implementation. “After an extensive analysis, we’re ready to transform and simplify services for our students and community,” noted Eborn. “This initiative will reimagine how we operate, ensuring a seamless transition and delivering optimal performance across the university.” Driving Institutional Impact The project began in November, with the first phase launching in summer 2025. Each phase will build on the previous one, and progress updates will be shared regularly. “This initiative is an opportunity to streamline processes and create a connected experience for students, faculty, and alumni,” said Eric Hawley, CIO at USU. “By improving data, communication, and marketing with a student-first focus, we aim to boost enrollment and retention, shorten time to graduation, and foster lasting relationships with alumni and donors.” Student Experience Modernization Students, faculty, and staff can expect a more connected, responsive campus environment. Detailed updates and training opportunities will be provided to ensure a smooth transition. Student Experience Modernization. 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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December 23, 2024in Data, Enterprise, Marketing Automation, Salesforce, Salesforce Education Cloud0 Comments
AI-Powered Smarter Media
23Dec

AI Transforming Precision Medicine

How AI-Driven Data Curation is Transforming Precision Medicine Precision medicine—a healthcare approach that personalizes disease prevention and treatment based on insights into a patient’s genes, environment, and behavior—holds incredible promise. However, its success depends on high-quality, curated data from sources like electronic health records (EHRs). This reliance creates significant challenges for healthcare providers and researchers. Can artificial intelligence (AI) help address these hurdles? AI-enabled data curation is already making strides in advancing precision medicine, particularly in oncology. By analyzing vast datasets, including structured and unstructured information, AI is helping healthcare organizations accelerate research and improve patient outcomes. Data Curation Challenges in Precision Medicine Real-world data (RWD) is a key driver of precision medicine, but processing this data is fraught with challenges. According to Dr. C.K. Wang, Chief Medical Officer at COTA, Inc., EHRs provide unprecedented access to detailed patient information, enabling deeper insights into care patterns. However, much of this data resides in unstructured formats, such as clinicians’ notes, making it difficult to extract and analyze. “To transform this unstructured data into actionable insights, significant human expertise and resources are required,” Wang explained. While AI tools like COTA’s CAILIN, which uses advanced search capabilities, streamline this process, human involvement remains essential. Wang emphasized that even with the rapid advancements in AI, healthcare data curation requires expert oversight to ensure quality and reliability. “The adage ‘junk in, junk out’ applies here—without high-quality training data, AI cannot generate meaningful insights,” he noted. PHI and COTA: A Collaborative Approach to AI-Driven Curation To overcome these challenges, Precision Health Informatics (PHI), a subsidiary of Texas Oncology, partnered with COTA to enhance their data curation capabilities. The collaboration aims to integrate structured and unstructured data, including clinician notes and patient-reported outcomes, into a unified resource for precision medicine. PHI’s database, which represents 1.6 million patient journeys, provides a rich resource for hypothesis-driven studies and clinical trial enrichment. However, much of this data was siloed or unstructured, requiring advanced tools and expert intervention. Lori Brisbin, Chief Operating Officer at PHI, highlighted the importance of partnering with a data analytics leader. “COTA’s strong clinical knowledge in oncology allowed them to identify data gaps and recommend improvements,” she said. This partnership is yielding significant results, including a high data attrition rate of 87%—far surpassing the industry average of 50% for similar projects. The Role of AI in Cancer Care AI tools like CAILIN are helping PHI and COTA refine data curation processes by: Brisbin likened the role of AI to sorting images: “If you’re looking for German shepherds, AI will narrow the search but might include similar images, like wolves or huskies. Experts are still needed to validate and refine the results.” Building the Foundation for Better Outcomes The integration of high-quality RWD into analytics efforts is reshaping precision medicine. While clinical trial data offers valuable insights, it often lacks the variability seen in real-world scenarios. Adding RWD to these datasets helps expand the scope of research and ensure broader applicability. For instance, cancer care guidelines developed with RWD can account for diverse patient populations and treatment approaches. COTA’s work with PHI underscores the value of collaborative data curation, with AI streamlining processes and human experts ensuring accuracy. The Future of AI in Precision Medicine As healthcare organizations invest in data-driven innovation, AI will play an increasingly pivotal role in enabling precision medicine. However, challenges remain. Wang noted that gaps in EHR data, such as missing survival metrics, can undermine oncological outcomes research. Advances in interoperability and external data sources will be key to addressing these issues. “The foundation of our partnership is built on leveraging data insights to enhance care quality and improve operational efficiency,” Wang said. Through AI-powered tools and meaningful partnerships, precision medicine is poised to deliver transformative results, empowering providers to offer tailored treatments that improve patient outcomes at scale. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more Top Ten Reasons Why Tectonic Loves the Cloud The Cloud is Good for Everyone – Why Tectonic loves the cloud You don’t need to worry about tracking licenses. Read more

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December 23, 2024in AI Tools, Artificial Intelligence, Data0 Comments
New Service Cloud Tools
23Dec

Service Cloud for HR

Salesforce has expanded its Service Cloud capabilities to include a new HR-focused solution, Employee Service, designed to streamline employee support and enhance productivity. Employee Service introduces a dedicated HR service console paired with an employee portal. This portal acts as a centralized hub for staff to access HR resources, offering instant answers via Generative AI (GenAI), direct communication with HR specialists across multiple channels, and self-service options for tasks like requesting paid time off (PTO). For HR teams, the service console consolidates employee data, case details, and a company’s knowledge base into a unified workspace. It leverages AI-driven tools to resolve cases faster, automate routine tasks, and deliver seamless employee experiences. Salesforce’s Agentforce customers can integrate AI agents into Employee Service to further automate processes, saving time and reducing repetitive workloads. In a LinkedIn announcement, Kishan Chetan, EVP and GM for Service Cloud, highlighted the solution’s potential: “This new solution unifies employee data, case details, and a company’s corporate knowledge base all in one workspace that gives HR teams a 360-degree view of each employee and the ability to manage employee support cases with built-in AI and productivity tools. HR teams can efficiently resolve employee issues using Agentforce to quickly search, respond, summarize, and close cases, extending teams to get work done faster.” Salesforce’s broader goal is to eliminate the reliance on fragmented HR tools and reduce the need for employees to navigate disparate platforms like email, internal systems, and collaboration tools to complete HR-related tasks. By doing so, Salesforce aims to simplify HR processes, minimize manual effort, and enhance overall productivity. Early adopters of Employee Service are already reporting significant results. According to Sherin Sunny, Sr. Director of Product Management at Salesforce, customers have observed a 31% increase in employee productivity. This aligns with broader trends: Recognizing the need for a unified HR ecosystem, Salesforce includes a prebuilt MuleSoft integration with Workday and configurable connectors to other Human Capital Management (HCM) systems. These integrations establish a centralized HR data foundation, reducing inefficiencies caused by siloed tools. Looking ahead, Beth Schultz, VP of Research & Principal Analyst at Metrigy, emphasized the importance of integrating Employee Service with Slack, Salesforce’s collaboration platform: “We’ll be particularly watching how Salesforce’s multifaceted plans for bringing [Employee Service] into Slack play out as Slack evolves into a fully connected, collaborative workspace.” Slack itself is undergoing a transformation, with Salesforce Co-Founder Patrick Harris returning to revamp the platform as a core part of the Salesforce ecosystem. Meanwhile, Salesforce continues to expand Service Cloud’s offerings beyond Employee Service. Recent developments include a revamped CCaaS (Contact Center as a Service) integration program and a new product discovery tool. Still, Agentforce remains a key focus for Salesforce’s marketing efforts, showcasing its potential to redefine how businesses deploy autonomous AI agents across use cases like HR and beyond. 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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December 23, 2024in Data, Generative AI, Mulesoft, Salesforce0 Comments
Why Tracking Business Metrics Matters More Than You Think
14Dec

Why Tracking Business Metrics Matters More Than You Think

Without measurement, a business is flying by the seat of its pants. In business, as in many areas of life, tracking progress is essential for growth. For example, one individual has been tracking cycling times on the same routes for over five years, and while performance has slowed, improvements in other areas, like taking more time off with family and building stronger client relationships, have been evident. Despite this, many businesses still fail to measure enough, particularly when it comes to understanding key performance indicators. A recent Salesforce survey found that 60% of small businesses rely primarily on cash flow as their key metric, often neglecting other important indicators of business health. For many, the primary measure of success is simply how much money is in the bank account, which, while important, is only a small part of the larger picture. The importance of measurement and metrics for business success and growth cannot be over emphasized. By tracking the right indicators, businesses gain a competitive edge and the ability to adapt and thrive in an ever-changing market. The Importance of Measurement Today, measuring business performance is more critical than ever for several reasons: Key Metrics to Measure While industry-specific metrics are important, there are several universal indicators that every management team should focus on. Thanks to new digital tools, gathering and analyzing these metrics is easier than ever, offering a comprehensive view of a business’s health. The Consequences of Not Measuring Without measurement, businesses are essentially operating without road signs. Small businesses, in particular, may not measure enough, while larger organizations may suffer from “analysis paralysis” by over-measuring and becoming overwhelmed by data. Measurement makes a difference. Just as an individual may track cycling times without measuring other variables like weight or diet, businesses must decide which metrics are most relevant to their success. While some aspects of business may be left unmeasured, others—such as sales, margins, and marketing performance—are vital for growth and strategic decision-making. In conclusion, businesses that embrace measurement are better equipped to navigate challenges, seize opportunities, and ultimately, thrive in a competitive market. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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December 14, 2024in Data, Salesforce0 Comments
AI-Driven Care Coordination Software
13Dec

AI-Driven Care Coordination Software

Can AI-Driven Care Coordination Software Improve Workflows? University Hospitals is leveraging AI to enhance care coordination across its network of 13 hospitals and numerous outpatient settings. This effort highlights the transformative potential of AI-driven platforms in streamlining workflows, improving patient outcomes, and addressing clinician burnout. The Role of AI in Care Coordination Care coordination ensures seamless collaboration between healthcare providers, aiming for safe, appropriate, and effective treatment. Effective information-sharing can: According to the U.S. Centers for Medicare & Medicaid Services (CMS), poor care coordination can lead to: The Agency for Healthcare Research and Quality (AHRQ) advocates for a mix of technology adoption and care-specific strategies, such as proactive care plans tailored to patient needs. While electronic health records (EHRs) aid in these efforts, AI’s ability to analyze vast data sets positions it as the next evolution in care coordination. University Hospitals’ AI Initiative University Hospitals has partnered with Aidoc to deploy its AI-powered platform, aiOS, to improve radiology and care coordination workflows. Chair of Radiology Donna Plecha shared insights on how AI is already assisting in their operations: Best Practices for Implementing AI 1. Identify High-Value Use Cases: 2. Conduct Architectural Reviews: 3. Monitor ROI and Metrics: 4. Gain Clinician Buy-In: Looking Ahead AI is proving to be a valuable tool in care coordination, but its adoption requires realistic expectations and a thoughtful approach. Plecha underscores that AI won’t replace radiologists but will empower those who embrace it. As healthcare faces increasing patient volumes and clinician shortages, leveraging AI to reduce workloads and enhance care quality is becoming a necessity. With ongoing evaluations and phased implementations, University Hospitals is setting a precedent for how AI can drive innovation in care coordination while maintaining clinician oversight and patient trust. 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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December 13, 2024in Agentforce Platform, AI Tools, Data, Salesforce Health and Life Sciences Solutions, Technology0 Comments
Nature Tech Alliance
11Dec

The Nature Tech Revolution

The Nature Tech Revolution: From “Do No Harm” to “Nature-Positive” In January, ERM, Salesforce, Planet, and NatureMetrics launched the NatureTech Alliance at the World Economic Forum in Davos. The Alliance’s mission is clear: empower companies to leverage advanced data and technology to address pressing nature-related challenges. This integrated effort focuses on: After engaging with clients in early 2024, the Alliance identified recurring challenges across value chains. Through interviews with industry leaders, it uncovered actionable insights into corporate efforts to overcome these hurdles. Seven key takeaways highlight the obstacles and opportunities for effective nature-positive strategies. Seven Key Insights for Corporate Nature Action 1. Nature Risk is Both Global and Highly Local Nature-related risks, such as water scarcity or biodiversity loss, vary significantly by region. However, many companies rely on coarse, global data that overlooks critical local nuances like community-level resource usage or ecosystem dynamics. This mismatch creates blind spots that can hinder decision-making, disrupt operations, or lead to regulatory non-compliance. 2. Nature Risk Lacks Integration with Enterprise Strategy Nature-related risks often remain siloed from broader enterprise risk frameworks, despite deep ties to issues like climate change. For instance, deforestation exacerbates biodiversity loss and water stress while releasing carbon into the atmosphere. Integrating nature data into strategic planning is essential for resilience and sustainable performance. 3. Gaps in Understanding Hinder Progress Corporate decision-makers and investors frequently struggle to interpret complex nature-related data, slowing the adoption of nature-positive strategies. Bridging this gap with accessible tools and clear communication is critical to driving meaningful action. 4. A Shift from “Do No Harm” to “Net Positive” Businesses are evolving from mitigating harm (e.g., reducing deforestation) to pursuing net-positive outcomes, such as reforestation or ecosystem restoration. While promising, many of these efforts remain in pilot phases due to challenges in site-level data and measuring impacts. 5. Financial Institutions Lag but Hold Scaling Potential The financial sector trails industries like agriculture in incorporating nature-related data into decision-making. However, as institutions recognize risks like biodiversity loss and soil degradation, they are poised to influence capital flows and set new standards for nature-positive investments. 6. The Future Lies in Outcome-Based Metrics Companies are shifting from input-based metrics (e.g., reduced fertilizer use) to measuring real-world outcomes for biodiversity and ecosystem health. Outcome-based metrics offer better clarity on environmental impacts and link corporate actions to business value. However, challenges like standardized methodologies and reliable data collection persist. 7. Data Fragmentation, Not Technology, is the Biggest Barrier Although technologies like AI and remote sensing are widely available, fragmented and inconsistent data remains a significant hurdle. Many organizations collect localized data but struggle to integrate it across supply chains and operations. Advanced platforms that consolidate disparate datasets are critical for actionable insights. A Shared Vision for Nature-Positive Solutions The NatureTech Alliance envisions a transformative approach to addressing these challenges, built on five pillars: Achieving a Nature-Positive Future By aligning corporate strategies with these principles, businesses can move beyond “do no harm” to actively restoring ecosystems and driving nature-positive outcomes. This transition requires advanced tools, collaboration, and a commitment to measurable impact—paving the way for a more sustainable and resilient future. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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December 11, 2024in Data, Enterprise, Salesforce, Technology0 Comments
Clippy-gate
10Dec

Clippy-gate

Clippy-gate: Why Salesforce vs. Microsoft is More Than a Marketing Spat Salesforce and Microsoft are clashing once again, this time over AI and intelligent agents. What started as a seemingly lighthearted joke by Salesforce CEO Marc Benioff at Dreamforce—mocking Microsoft’s Copilot as a “Clippy 2.0″—has escalated into a significant dispute. This confrontation extends beyond the typical vendor rivalry, touching on enterprise AI’s future and its implications for businesses. A History of Rivalry Salesforce and Microsoft have a long history of competition. Past disputes included lawsuits and marketing stunts, such as Microsoft’s ill-fated 2010 Dreamforce gimmick involving a “defecting” Salesforce customer. While the two companies briefly found common ground under Microsoft CEO Satya Nadella, this détente dissolved amidst antitrust challenges over Microsoft’s LinkedIn acquisition and an aborted attempt to acquire Salesforce. Benioff has since reverted to openly criticizing Microsoft. The latest round of hostilities centers on Microsoft’s announcement of ten AI agents for Dynamics 365, coinciding with the release of Salesforce’s Agentforce. Benioff has doubled down, accusing Microsoft of overhyping Copilot and failing to meet enterprise AI standards. Benioff’s Allegations Benioff’s critiques have been relentless. He has accused Microsoft of misleading customers about AI capabilities, claiming that Copilot “spews data all over the floor” and lacks the security, metadata, and integration necessary for enterprise use. On social media, he dismissed Copilot as “panic mode” rebranding, contrasting it with Agentforce, which he describes as a transformative platform integrated with enterprise data and workflows. Microsoft’s Position Microsoft has largely refrained from engaging directly. Nadella, during a European AI tour, promoted Copilot as “the UI for AI,” positioning it as the interface to a broader AI ecosystem. However, his remarks avoided addressing Benioff’s criticisms, leaving Salesforce’s claims unanswered. Implications for Enterprise AI This debate highlights critical issues for businesses adopting AI technologies. While Salesforce has emphasized pragmatism, acknowledging AI’s uncertainties, Microsoft’s perceived lack of response risks leaving questions unanswered. The stakes are high, with both companies vying for leadership in a rapidly evolving market. What’s Next? How Microsoft responds—or doesn’t—will shape this rivalry’s trajectory. A direct rebuttal could clarify its AI vision, but staying silent risks ceding thought leadership to Salesforce. For businesses navigating the complexities of enterprise AI, understanding these dynamics is essential to making informed decisions. As the AI landscape unfolds, this conflict underscores the competitive importance of securing trust and demonstrating actionable value. For now, the war of words is as much about shaping perceptions as it is about delivering results. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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December 10, 2024in Data, Enterprise, Laws, Salesforce0 Comments
More Cool AI Tools
09Dec

Salesforce Expands Partnership with AWS

Salesforce Expands Partnership with AWS: AI and Marketplace Integration Salesforce (NYSE: CRM) is making significant strides in its partnership with Amazon (NASDAQ: AMZN), unveiling an expanded collaboration at AWS. Customers can now purchase Salesforce products directly through the AWS Marketplace, paying with AWS credits. This integration aims to simplify access to Salesforce offerings, enhance data integration capabilities, and leverage generative AI tools. Key Announcements: Marc Benioff, Chair and CEO of Salesforce, highlighted the importance of this milestone: “We’re bringing together the No. 1 AI CRM provider and the leading cloud provider to deliver a trusted, open, integrated data and AI platform. With these enhancements to our partnership, we’re enabling all of our customers to be more innovative, productive, and successful in this new AI era.” AWS CEO Adam Selipsky echoed these sentiments, emphasizing how the partnership will enable joint customers to “innovate, collaborate, and build more customer-focused applications.” Strategic Benefits: Revenue-Sharing Structure: Like app stores, Amazon will take a percentage of Salesforce’s revenue generated through AWS Marketplace. Despite this, the potential growth in sales and efficiency gains may outweigh the costs. Market Reaction: Following the announcement, both Salesforce and Amazon shares experienced a boost in premarket trading, signaling investor optimism about the partnership’s potential. This expansion reinforces Salesforce’s strategy of aligning with major cloud providers to meet growing demand for AI-driven, integrated data platforms. As this collaboration evolves, it is poised to drive significant value for businesses navigating the AI and data revolution. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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December 9, 2024in AI Tools, Data, Generative AI, Mulesoft, Salesforce0 Comments

Real-World Insights and Applications

Salesforce’s Agentforce empowers businesses to create and deploy custom AI agents tailored to their unique needs. Built on a foundation of flexibility, the platform leverages both Salesforce’s proprietary AI models and third-party models like those from OpenAI, Anthropic, Amazon, and Google. This versatility enables businesses to automate a wide range of tasks, from generating detailed sales reports to summarizing Slack conversations. AI in Action: Real-World Insights and Applications The “CXO AI Playbook” by Business Insider explores how organizations across industries and sizes are adopting AI. Featured companies reveal their challenges, the decision-makers driving AI initiatives, and their strategic goals for the future. Salesforce’s approach with Agentforce aligns with this vision, offering advanced tools to address dynamic business needs and improve operational efficiency. Building on Salesforce’s Legacy of Innovation Salesforce has long been a leader in AI integration. It introduced Einstein in 2016 to handle scripted tasks like predictive analytics. As AI capabilities evolved, Salesforce launched Einstein GPT and later Einstein Copilot, which expanded into decision-making and natural language processing. By early 2024, these advancements culminated in Agentforce—a platform designed to provide customizable, prebuilt AI agents for diverse applications. “We recognized that our customers wanted to extend our AI capabilities or create their own custom agents,” said Tyler Carlson, Salesforce’s VP of Business Development. A Powerful Ecosystem: Agentforce’s Core Features Agentforce is powered by the Atlas Reasoning Engine, Salesforce’s proprietary technology that employs ReAct prompting to enable AI agents to break down problems, refine their responses, and deliver more accurate outcomes. The engine integrates seamlessly with Salesforce’s own large language models (LLMs) and external models, ensuring adaptability and precision. Agentforce also emphasizes strict data privacy and security. For example, data shared with external LLMs is subject to limited retention policies and content filtering to ensure compliance and safety. Key Applications and Use Cases Businesses can leverage tools like Agentbuilder to design and scale AI agents with specific functionalities, such as: Seamless Integration with Slack Currently in beta, Agentforce’s Slack integration brings AI automation directly to the workplace. This allows employee-facing agents to execute tasks and answer queries within the communication tool. “Slack is valuable for employee-facing agents because it makes their capabilities easily accessible,” Carlson explained. Measurable Impact: Driving Success with Agentforce Salesforce measures the success of Agentforce by tracking client outcomes. Early adopters report significant results, such as a 90% resolution rate for customer inquiries managed by AI agents. As adoption grows, Salesforce envisions a robust ecosystem of partners, AI skills, and agent capabilities. “By next year, we foresee thousands of agent skills and topics available to clients, driving broader adoption across our CRM systems and Slack,” Carlson shared. Salesforce’s Agentforce represents the next generation of intelligent business automation, combining advanced AI with seamless integrations to deliver meaningful, measurable outcomes at scale. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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December 9, 2024in Data, Google, Salesforce, Technology0 Comments
agentforce testing center
08Dec

Agentforce Testing Center

Salesforce has launched the Agentforce Testing Center, a groundbreaking tool for testing, deploying, and managing AI agents at scale. This innovative platform uses synthetically generated data to ensure AI agents perform accurate actions and deliver precise responses while providing comprehensive monitoring of usage and feedback. A New Era of AI Testing The Agentforce Testing Center operates within Salesforce’s enterprise-grade platform, integrated seamlessly with Data Cloud. It introduces no-code tools that allow organizations to test AI agents securely in sandbox environments, ensuring minimal risk to live production systems. By enabling robust testing and optimization, this tool helps businesses confidently deploy AI agents tailored to their needs. According to Adam Evans, EVP and GM for the Salesforce AI Platform, the Agentforce Testing Center is a critical tool for modern enterprises: “Agentforce is helping businesses create a limitless workforce. CIOs need tools for testing and monitoring agentic systems. This offering marks the next evolution of lifecycle management, enabling businesses to deploy trusted AI agents in a secure, repeatable way.” Key Capabilities of the Agentforce Testing Center Industry Implications Keith Kirkpatrick, Research Director at The Futurum Group, emphasized the importance of this offering: “To build trust in AI, businesses need robust tools to pressure test autonomous agents. Salesforce’s Testing Center delivers this capability, ensuring AI agents can reason, retrieve data, and adapt effectively.” Enhancing AI Agent Strategies The Agentforce Testing Center’s integration with Salesforce tools like DevOps Center and Change Sets further simplifies deployment workflows. Features like User Acceptance Testing (UAT) and real-time alerts in the Digital Wallet give teams deeper control and visibility into AI performance, ensuring business readiness before live deployment. As Salesforce continues to invest in AI innovation, including recent acquisitions to enhance Data Cloud security, the Agentforce Testing Center positions the CRM leader as a pioneer in responsible and scalable AI deployment. This offering exemplifies how businesses can create a “limitless workforce” while maintaining trust, transparency, and efficiency in AI operations. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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December 8, 2024in Agentforce Platform, Data, Enterprise, Salesforce0 Comments
agentforce digital workforce
08Dec

Agentforce – The Digital Labor Market

Salesforce’s latest financial results delivered strong numbers, but the real story of the moment is Agentforce—a revolutionary step into the emerging Digital Labor market. CEO Marc Benioff has made it clear that this platform will be the centerpiece of Salesforce’s strategy moving into 2025. Financial Performance In Q3, Salesforce posted an impressive $9.44 billion in revenue, an 8% year-over-year increase, with net income rising 25% to $1.5 billion. Here’s the breakdown of revenue by cloud segment: The company also raised its revenue guidance for the fiscal year, now projecting .8– billion, up 8%–9% year-over-year. Following the announcement, Salesforce shares jumped 10%. Enter Agentforce: The Future of Work The post-earnings call focused heavily on Agentforce, which Benioff describes as more transformative than the data management market itself. Launched in late October, Agentforce has already secured 200 deals and boasts a significant pipeline of potential transactions. According to Benioff: “Agentforce is the next evolution of Salesforce—a platform where AI agents work alongside humans in a digital workforce, amplifying and augmenting human capabilities while delivering unparalleled speed.” Benioff envisions a world where these AI agents not only assist humans but also transform entire industries. He stated: “Agentforce will drive a new era of economic growth by unlocking a scalable digital workforce, providing businesses the ability to achieve both scale and efficiency simultaneously.” Early Adoption and Use Cases Agentforce’s potential is already being realized by customers across industries, including FedEx, Adecco, Accenture, ACE Hardware, IBM, and RBC Wealth Management. For instance: Internally, Salesforce has integrated Agentforce into its operations, using it to handle over 60 million help portal sessions and 2 million support cases annually. This internal transformation hints at broader industry impacts as businesses adopt Agentforce to automate and optimize workflows. Implications for the Workforce Benioff addressed how Agentforce will reshape traditional workforces, emphasizing that this shift doesn’t necessarily mean job losses. Instead, companies will need to rebalance their headcounts, focusing on areas critical for growth while automating routine tasks. Salesforce itself is hiring 1,400 sales account executives globally to capitalize on Agentforce’s growing demand. Benioff argued: “History has shown us that disruption brings new opportunities. Entire industries will emerge, fueled by creativity and innovation, as Agentforce enables organizations to solve challenges and reach new heights.” Competitive Landscape Salesforce faces competition in the AI agent space, particularly from Microsoft’s Copilot. However, Benioff was quick to point out that Salesforce’s AI solutions are deeply integrated with its platform and customer data, offering a unique advantage: “While others tout AI, Salesforce operates its company on its platform with low hallucination rates, thanks to training on 300 petabytes of real company data.” Looking Ahead As Salesforce heads into 2025, Agentforce is set to dominate its strategy. This shift mirrors past pivotal moments in tech, such as Microsoft’s 1995 pivot to the internet. Salesforce executives, led by Benioff, are laser-focused on driving Agentforce adoption, positioning it as the linchpin of the company’s growth and innovation. Chief Operating Officer Brian Millham reinforced this vision, highlighting the potential for Agentforce across all Salesforce clouds—from Service Cloud to Marketing Cloud and Data Cloud: “The initial 200 deals are just the tip of the iceberg. The opportunity ahead for Agentforce is massive.” Conclusion Salesforce’s Q3 results showcased strong financial performance, but the real excitement lies in Agentforce. By spearheading the Digital Labor revolution, Salesforce is not only reshaping its own operations but also helping businesses worldwide unlock new levels of productivity, innovation, and economic growth. As 2025 unfolds, all eyes will be on Salesforce to see how it delivers on this bold vision. 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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December 8, 2024in Data, Salesforce0 Comments
07Dec

Ushering in the Era of AI-Driven Workforces

Agentforce: Ushering in the Era of AI-Driven Workforces “Agentforce is redefining what’s possible in business and beyond, ushering in a new era of AI abundance and limitless workforces that augment every employee, build deeper customer relationships, and drive unprecedented growth and profitability.”— Marc Benioff, Salesforce CEO Key Features and Takeaways Out-of-the-Box AI Agents Agentforce introduces pre-built, customizable agents that are deployable with low-code or no-code tools, working tirelessly across any channel. Its first generally available solution, the Agentforce Service Agent, surpasses traditional chatbots by handling a diverse range of tasks—from simple inquiries to complex scenarios. Key capabilities include: Seamless Integration with Salesforce Platform Agentforce eliminates the complexity of building AI solutions from scratch. Unlike other platforms that demand intricate data integration and custom automation, Agentforce is fully embedded within the Salesforce ecosystem. With Agentforce, businesses can: Always-On Automation Agentforce operates independently of human intervention. Agents can be triggered by changes in data, predefined business rules, or pre-built automations, ensuring uninterrupted workflows. This blend of autonomous operation and human collaboration creates a symbiotic relationship between people and AI, enhancing productivity and customer satisfaction. A Competitive Edge in the AI Space Salesforce emphasizes that Agentforce goes beyond chatbots and copilots, setting a new benchmark for enterprise AI. In a strategic swipe at competitors, Marc Benioff likened rival offerings—like Microsoft’s Dynamics 365 AI agents—to “Clippy 2.0,” critiquing their inaccuracies and risks of corporate data leaks. By contrast, Agentforce builds on Salesforce’s proven Einstein AI platform, ensuring reliability, scalability, and secure integration. Redefining Customer Success Agentforce isn’t just about automation—it’s about driving outcomes. By enabling businesses to automate complex processes, deepen customer relationships, and scale operations, it paves the way for limitless growth in the age of AI. Ready to transform your workforce? With Agentforce, the future of AI-driven business is already here. 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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December 7, 2024in Agentforce Platform, Data, Enterprise, Mulesoft, Salesforce0 Comments

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