Day 2 came to an end, and at the time of this post being written, day 3 is already started. Day two was filled with Agentforce in all Salesforce clouds. During day two, there was more in-depth technical sessions. Although the sessions are good, and they go through how Agentforce is configured, it gives the knowledge on an basic level.

Day two started with the AgentForce (AF) keynote. It brought a wider understanding of all the functions and use cases of this upgraded and re-launched Einstein Copilot tool. The use of this seems really interesting and useful, as it’s such an broad tool across all the different Clouds.

The session titled “What’s new in Prompt Builder” was interesting. It’s really impressive what SF has managed to cook up. Session “Agentforce Service Agent: What is it and how does it work” intrigued me, as the majority of my SF work has revolved around Service Cloud. The future service agent, paired with AF can really boost productivity, and many aspects of efficiency.

In Service Cloud, when managing cases, there’s possibility to use criteria based fields, and in that way the layout page layout changes to adapt to what the agent needs. But it fundamentally still is a layout with fields that needs to be filled. There’s been for some time different ways to get the record pre-filled with different tools, as flows trying to interpretate the received information. And although it has been possible to go far earlier, AF will jump far ahead with this still relatively manual task. With AF the service agent will have the possibility to focus much more on the “grunt work”, as AI will fill in the gaps and assist in information retrieval, not only on the service agent side, but already for the customer before the case has even been created.

What comes to the page layout, it will be even easier to build clearer and streamlined views for the agent. The agent will then get even more relevant information before their eyes.

Another session I took part in was titled “Marketing Beyond Acquisition: Retention and Adoption in Tech”.
I do not work with marketing. Nevertheless, it was interesting to see what AF will bring to this side of the Salesforce system. Several good basic marketing points were elevated during the session. I actually got a bit interested to check them out in our own Salesforce Org. The picture below shows the lifecycle in a very good way.

Agentforce can be harnessed already from the stage before the engagement phase. This will elevate the marketing department. They will produce much higher quality leads for the sales department. So having the ability to send high quality leads to the sales department will result in better sales possibilities. This in turn most probably will increase the success rate. More successful sales equal more profits.

Day 2 also included the session “All things Tableau at Dreamforce”. I’m in no way an analyst or mathematician. And the possibilities shown in this and another session was very impressive. The way good data can be utilized, and built deep analytics…just wow!

FedEx CEO Raj Subramaniam appeared in one session titled “FedEx: Innovating with data and AI to deliver what’s next.”, telling about their data, processes and business. And although I could have guessed that the figures would be big, they blew my mind. I would be so very very interested to see how the FedEx Salesforce Org looks like “under the hood”.

Mulesoft and Agentforce is an very powerful combination as well. Although our company doesn’t use Mulesoft at the moment, the possibilities and advantages could be huge. There has been preliminary talks if this solution could be taken into use, and from the “MuleSoft Keynote: Build a. foundation for autonomous AI” -session, my interested grew by at least 100%. 🙂

In the early morning hours here in Finland, a session that really interested me was titled “Leading with purpose, Building for legacy”. In this panel discussion there were widely known names, with Matthew McConaughey, Jane Goodall and for me a unknown Sadhguru. Really really interesting session that got my thoughts flying high. Really good points brought up, and Jane Goodalls insight and stories was very interesting. Sadly, like mentioned, this session was during early morning hours, 4:45 AM in Finland. I would definitely want to see this again with a clearer mindset. I want to extract even more inspiration and thoughts for the future.

But now it’s time to focus on day 3 that started already. I already watched session “AI & Humanity: Learning from Oppenheimer’s legacy”. The guest speaker was Charles Oppenheimer, the grandson of the famous J. Robert Oppenheimer. And if you haven’t seen the 2023 released Oppenheimer movie, I highly recommend it for everyone. 😉