Dallas Salesforce Women in Tech: Dreamforce Review '24.pdf

Dallas Salesforce Women in Tech User Group - September 2024 meeting presentation: Dreamforce review

1. Best of Dreamforce:
Top Trends & Takeaways

2. Best of Dreamforce
Top Trends & Takeaways
Kelley Wood & Laura Adler
September 24, 2024, On the Border Addison

3. AGENDA
●Free Tools to Extend Your Learning
●Agentforce
●AI For All
●Data Cloud
●Advances in Omni-Channel

4. Kelly Wood
WIT Co-Lead
Laura Adler
WIT Co-Lead

5. Free Tools to Expand
Your Learning
Architect and Admin Resources

6. 7 Free Essential Apps Every Admin Should Know
All on the AppExchange
Generative AI Canvas - Generative Canvas an AI-powered research canvas designed to boost
productivity for sales professionals
Org Check - Analysis tool to quickly analyze your org and its technical debt
Data Fetcher - Dynamically query Salesforce records to return records in a collection variable
based on user’s interaction on a screen flow
Imhotep App Builder - Project/Release tool that allows you to write & prioritize your stories in
a backlog, then promote and action on them in a release
AI Governance App - Audit and Compliance: tools for auditing AI use cases to ensure ongoing
compliance with changing GenAI policies and regulations.
Flow Error Handling - No need to wade through the long Flow error message to determine
exactly where your Flow went wrong. Provides a summarized email about the error.
Sentimeter - Gauge customer feedback in real-time by analyzing product reviews.

7. 7 Free Essential Apps Every Admin Should Know
Generative AI Canvas

8. 7 Free Essential Apps Every Admin Should Know
Org Check

9. 7 Free Essential Apps Every Admin Should Know
Data Fetcher

10. 7 Free Essential Apps Every Admin Should Know
Imhotep App Builder

11. 7 Free Essential Apps Every Admin Should Know
AI Governance

12. 7 Free Essential Apps Every Admin Should Know
Flow Error Handling

13. 7 Free Essential Apps Every Admin Should Know
Sentimeter

14. Salesforce Well-Architected
https://architect.salesforce.com/
Guidance, resources & tools
To help you design healthy solutions

Built by experts
Engineering
Customer Success & Professional Services
Product Managers
Architects in our ecosystem

Standard rooted in core values
Trusted, Easy, and Adaptable

15. Salesforce Well-Architected
https://architect.salesforce.com/
Well-Architected
Framework
Well-Architected
Decision Guides
Well-Architected
Diagrams & Standard
Components
Prescriptive guidance
and best practices
from architect experts
you can use to build
healthy solutions
Guides that help you
choose the right tool
for the right task
Templates and
pre-built artifacts you
can use to
communicate like an
architect

16. Agentforce
The 3rd stage of the technology revolution
Footer description
Agentforce
The 3rd stage of the technology revolution

17. Footer
What is an Agentforce Agent
Humans + AI + Data + Actions
An Agentforce Agent is a proactive, autonomous application that provides specialized,
always-on support to employees or customers. They're equipped with the necessary business
knowledge to execute tasks according to their specific role.
Intro Video from Salesforce
AI Agents can operate autonomously - analyzing data, making decisions, and executing
actions without human intervention.
Differs from traditional chatbots:
●Does not follow predefined scripts
●Does not require human input to perform tasks
Agentforce Keynote

18. Break it down for me…
Trailhead Copy/Paste!!!!
Key Components of an Agent
Each Agentforce agent has parameters that define the job it can do and the action it can take.

Role: An agent’s purpose. This defines the job to be done and the broader goals the agent should achieve on your team.
Knowledge: The data an agent needs to be successful. This could include company knowledge articles, CRM data, external
data via Data Cloud, public websites, and so on.
Actions: The goals an agent can fulfill. This is the predefined task an agent can execute to do its job based on a trigger or
instruction. For example, it could run a flow, prompt template, or Apex.
Guardrails: The guidelines an agent can operate under. These can be natural-language instructions telling the agent what it
can and can’t do, when to escalate to a human, or could come from built-in security features in the Einstein Trust Layer.
Channels: The applications where an agent gets work done. This can be your website, CRM, mobile app, Slack, and more.

https://trailhead.salesforce.com/content/learn/modules/agentforce-agents-quick-look/discover-agentforce-agents?trail_id
=get-ready-for-agentforce

19. Customer Success Stories
https://www.salesforce.com/customer-stories/

20. Slide for pre-built prompts

21. AI for All
Helping everyone become an Agentblazer

22. Premium Training
In-person and virtual training free of charge
Salesforce will offer its premium AI courses and AI Certifications free of charge through end of
2025.
Trailhead Link
Press Release
FAQs

23. Premium Training
In-person and virtual training free of charge
Q: What virtual hands-on workshop(s) will be offered for free through December 31,
2025?
A: Starting November 2024, Salesforce plans to offer the following virtual hands-on
workshops:
●How to Build your First Agent
●Run Your Sales organization using Agentforce Sales Agents
●Run Your Service organization using Agentforce Service Agents
●Get Started with Copilot
●Get Started with Prompt Builder

24. Footer
Premium Training
In-person and virtual training free of charge
Q: What instructor-led course(s) are free through December 31, 2025?
A: Late 2024 Trailhead will introduce a new 3-day instructor-led course that teaches attendees how to use
out-of-the-box Salesforce AI products, including Agentforce.

Q: Are the instructor-led course(s) virtual?
A: No. The free AI instructor-led course(s) will be delivered in-person in our AI centers around the world.

Q: What are the locations of the AI centers?
A: San Francisco and London, with additional locations opening in the AMER and APAC regions.

Q: How often will the free AI instructor-led course(s) be offered?
A: These courses will be offered once in San Francisco, and once in London, each quarter.

25. Data Cloud
What’s New

26. Footer
Data Cloud as the Foundation
Keynote
Fedex, Bombardier, and Aston Martin were customer use cases in the intro sizzle reel. Fedex is
using data cloud to bring all of their Salesforce orgs together.

27. Data Cloud

28. Data Cloud
Keynote
Fedex, Bombardier, and Aston Martin were customer use cases in the intro sizzle reel.
Demo of unifying data on the customer…

Fedex was a featured spotlight - 15M packages a day. Fedex is using data cloud to bring all of
their Salesforce orgs together along with external systems, real-time and zero copy. Moving up
the e-commerce value chain - bringing together network data, customer data, service data
and sales data. Very focused on experience.
In August they had 235 billion rows in Data Cloud (joked about pressure testing for you). Use
Zero-Copy from Azure.
Wrapped up with AI experiences -

29. Data Cloud
Customer Success Metrics

30. Data Cloud Additions
Data foundation
Additional Unstructured Data - Video and Audio. This means that call recordings and
webinars can now be analyzed for insights and actions.
50 New Pre-Built Connectors - Brings the total up to 200+ pre-built connectors. Link.
Sub-Second Real-Time Processing -
Ingest data and process new changes to
data sources in near real-time to unlock
hyper-personalization.
Zero Copy Partner Network: AWS, Databricks,
Snowflake, Microsoft Azure, Google Cloud
Data Cloud One - Central data cloud org
across multiple Salesforce instances

31. Data Cloud

32. Advances in
Omni-Channel
Features to Look Forward To

33. Best Practices for Omni Channel Customer Service Success
Advances in Omni-Channel
Enhanced Omni-Channel
Status Based Capacity -
Paused work does not consume capacity and still
shows is user’s working cases

Inbox Style UI -
View for work to allow users to see Open, Paused and
Updated work items.

34. Best Practices for Omni Channel Customer Service Success
Advances in Omni-Channel
Omni-Channel on Mobile
Service goes Mobile!

No longer needed to stay at a Desk

Compliance concerns be gone!

No more need for users to send
messages from their personal
numbers.

35. Best Practices for Omni Channel Customer Service Success
Advances in Omni-Channel
Supervisor Optimizations
Supervisor Configurations -
Specify what you want each supervisor
to see

Omni-Channel Wallboard -
See real time stats to help manage your
work and team

Conversation Catch-Up -
AI-generated summaries

36. LINKS PLEASE
Helpful links to short videos and trailheads

Salesforce+ to watch Dreamforce Recorded Sessions
Double Click - Agentforce
How Agentforce Works

Trailhead: Get Ready for Agentforce

https://architect.salesforce.com/
Search Salesforce Lab Free Apps
Best Practices for Omni Channel Customer Service Success
Comparison of Standard vs. Enhanced Omni-Channel