Dreamforce 2024 Day 2 – Top Highlights & Announcements

by Sindhu M

The second day of Dreamforce 2024 kicked off with a bang!

From a wide range of sessions, keynotes by industry leaders to hands-on workshops, demos and roundtable discussions – Day 2 of Dreamforce 2024 was nothing short of groundbreaking, with a series of announcements that pushed the boundaries of technology and business solutions. From innovative AI advancements to the power of unified platforms, attendees were treated to an action-packed day that emphasized how Salesforce continues to shape the future of business innovation with AI.

Here’s a rundown of the top highlights from Day 2:

1. Agentforce Keynote: Build the Future with AI Agents

The Agentforce Keynote at Dreamforce 2024 showcased how AI agents were empowering employees by taking on routine tasks, allowing them to focus on more strategic and creative work. Attendees saw real-life examples of companies using Agentforce platform to automate workflows and improve efficiency. The keynote highlighted how businesses were easily building, testing, and supervising AI agents, driving faster customer resolutions and enhancing overall customer success. Key announcements underscored the flexibility and adaptability of these agents, showing how they could be tailored for specific business needs across industries.

2. Agentforce Launch Zone

At the heart of Dreamforce’s innovation showcase was the Agentforce Launch Zone, a dedicated area for attendees to experience agentforce firsthand. This interactive space allowed users to test drive the capabilities of Agentforce across various industries. From customer service bots that autonomously solve complex queries to AI-powered sales assistants boosting lead generation, the zone was buzzing with demonstrations of how this technology can be customized for different use cases. With over 1,200 customers signed up, the event addressed the growing executive need for AI by simplifying custom AI implementation through low-code tools, enabling businesses to boost productivity and customer satisfaction across various functions.

3. Salesforce Expands Free AI Training to Bridge Skills Gap

Salesforce (NYSE: CRM) announced plans to offer free AI training and certifications through its Trailhead platform, aiming to address the growing AI skills gap. With over $50 million invested, the company will provide AI-specific courses and certifications to the public, with new AI training spaces opening globally. In addition to expanding Trailhead’s free AI content, Salesforce is also upskilling its 72,000-person workforce to learn new AI skills. They have introduced quarterly AI learning days to give employees hands-on experience with Agentforce to drive efficiency and customer satisfaction.

4. Agentforce with Partner-Built Agent Actions

With Agentforce, businesses can now leverage partner-built Agents and actions to further extend and customize their AI capabilities, allowing for greater scalability and adaptability. These partner-built solutions, created by trusted partners like Google Workspace and Highspot, provide specialized functionalities that seamlessly integrate with Salesforce’s AI ecosystem.

5. Supercharge Service Agent Productivity with Service AI

Take your service operations to the next level with Einstein for Service! Maximize agent efficiency and productivity using generative AI features designed to streamline your contact center and field operations. Service AI will help you automate routine tasks, provide real-time insights, and help you deliver exceptional results.

Dreamfest with P!NK & Imagine Dragons

Dreamfest at Dreamforce 2024 was an unforgettable event featuring powerhouse performances by P!NK and Imagine Dragons. The evening was a spectacular celebration of music and innovation, with P!NK’s dynamic energy and Imagine Dragons’ high-octane live shows. The band delivered a dynamic set that had the crowd singing along and dancing throughout the evening. But Dreamfest is more than just a concert—it’s a celebration of Salesforce’s commitment to giving back. This year’s event raised significant funds for UCSF Benioff Children’s Hospitals, blending the excitement of music with a meaningful cause. An inspiring story of a young girl saved by the hospital’s work brought the impact of these efforts to life. The stunning drone show, featuring Agentforce and humans shaking hands was truly a sight to behold.

Wrapping Up:

As Day 2 of Dreamforce 2024 drew to a close, it was clear that the event had surpassed expectations, offering a blend of insightful sessions, groundbreaking innovations, and unforgettable moments. From engaging keynotes and hands-on workshops to the electrifying Dreamfest – the day was all about vibrant energy and forward-thinking spirit of the Salesforce community. As we look ahead to the final day, the insights gained and connections made will undoubtedly pave the way for continued success and inspiration.

FAQs:

1. How does the integration with Data Cloud impact the AI capabilities of Service Cloud?

The integration with Data Cloud enhances AI capabilities by providing a comprehensive and unified view of customer and employee data. This allows Einstein AI to access and analyze a broader range of information, leading to more accurate and relevant insights.

2. How does Salesforce's AI-powered Service Cloud integrate with existing systems?

Salesforce’s AI-powered Service Cloud is designed to seamlessly integrate with existing systems through APIs and connectors. This means it can work with your current CRM, ERP, and other business tools to provide a unified service experience. Integration is straightforward and ensures that your teams can leverage AI insights without disrupting existing workflows.

3. What is the expected timeline for the availability of these new functionalities?

Service Planner is expected to be in pilot in October 2024.
Customer Experience (CX) Intelligence will be generally available in November 2024.
The Employee Service Self-Service Portal, HR Service Console, and Workday integration will be generally available in October 2024.
Employee Service Agent will be generally available in 2025.

Nilamani Das

Nilamani is a thought leader who champions the integration of AI, Data, CRM and Trust to craft impactful marketing strategies. He carries 25+ years of expertise in the technology industry with expertise in Go-to-Market Strategy, Marketing, Digital Transformation, Vision Development and Business Innovation.

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