UPP News: What’s New in the Salesforce Newsroom? (Part 1)
Date
September 13th, 2024
Reading Time
5 mins
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What's news
1. Salesforce Unveils Agentforce
September 12, 2024
Source: Salesforce
Agentforce is transforming customer success by combining AI with human capabilities. It equips organizations with autonomous agents that enhance efficiency in service, sales, marketing, and more.
The Agentforce Atlas Reasoning Engine autonomously analyzes data, makes decisions, and completes tasks with accuracy. Companies can quickly build and deploy their own agents using simple low-code tools. With the Agentforce Partner Network, businesses can use pre-built agents from partners like Amazon and Google. Customers like OpenTable and Wiley are already benefiting from Agentforce, which integrates with their apps, augments staff, and scales capacity to meet demand.
Agentforce helps companies handle routine tasks, boost productivity, and focus on strategic priorities.
2. More AI Regulation Is Coming: New Salesforce Data Governance Tools Can Help
September 10, 2024
Source: Salesforce
Salesforce launched Data Governance for the AI Enterprise, a toolset to help IT teams comply with stricter regulations on generative AI. As laws like the EU’s AI Act emerge, strong data governance is now a top priority.
This suite offers advanced data management (Salesforce Archive), enhanced security (Database Encryption), and privacy tools (Data Mask, Privacy Center). These features help businesses secure data and meet AI-related policies, balancing innovation and security.
AWS’s James Ferguson highlights that Salesforce’s encryption tools enable top security while maintaining customer experience. The suite’s features will roll out through 2024, ensuring companies stay ahead of regulatory demands.
3. Salesforce Introduces AI-Powered Service Cloud Innovations
September 9, 2024
Source: Salesforce
Salesforce has enhanced its AI-powered Service Cloud with new tools to improve customer and employee support around the clock. These upgrades are designed to accelerate case resolution, track customer sentiment in real time, and provide AI-driven recommendations to enhance customer experiences.
The enhancements include the Agentforce Service Agent, which resolves cases 24/7 using your company's knowledge base and escalates to human agents when necessary. The Service Planner automatically generates detailed resolution plans for service reps, enabling them to work more quickly and accurately. Additionally, CX Intelligence monitors customer sentiment in real time and offers AI-based recommendations to boost satisfaction. For employees, the new Employee Service tool provides an AI-powered portal for quick HR answers and a Workday-integrated console for personalized HR support.
These advancements aim to help you cut costs and increase productivity by integrating human and AI support on a unified platform. The features will be available starting late 2024, with additional updates rolling out into 2025.
4. Salesforce Winter ’25 Release
September 10, 2024
Source: Salesforce
Salesforce has announced the Winter '25 release, now available for preview and launching on October 14, 2024. This update introduces new features such as autonomous AI Agents, enhanced data tools, and generative AI capabilities to help you scale your operations, unlock trapped data, and speed up case resolution.
The release includes Data Cloud Connectors, with over 200 pre-built options to integrate external app data. It also features a Sub-Second Real-time Data Layer, which activates data within milliseconds to improve real-time customer experiences.
Agentforce SDR Agent automates lead management, outreach, and qualification around the clock, while the Quota Planning Tool simplifies quota planning with real-time adjustments directly in Salesforce CRM. Additionally, the Agentforce Service Agent speeds up case resolution with an AI-driven support system, and the new Employee Service solution enhances employee support through AI tools and seamless departmental integrations.
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