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Deflect Cases & Reduce Costs with Personalized Self-Service
Learn how to help your business nurture customer relationships, drive efficiency, and cut costs with intelligent self-service. Join this session to see a demo of the latest product innovations.

, Product Marketing Manager, Salesforce

, Lead Solution Engineer, Salesforce

, VP, Operations Strategy Integration, PenFed Credit Union

Role: Operations, Service
Industry: Financial Services, Healthcare and Life Sciences
Product: Experience Cloud, Agentforce Service
Session Level: Intermediate
  • Tuesday, Sep 123:00 PM - 3:40 PM PDT
    (10:00 PM - 10:40 PM GMT)
    Room 2018 (Moscone West, Level 2)
  • Thursday, Sep 1412:00 PM - 12:40 PM PDT
    (7:00 PM - 7:40 PM GMT)
    Room 2006 (Moscone West, Level 2)
Session Summary by Einstein: In this Dreamforce session, Salesforce's Christina Keohane, and PenFed Credit Union's Nicole LaCamp discussed the importance of self-service in customer support. They highlighted how self-service can help deflect cases, reduce costs, and improve customer experience. Salesforce Solutions Engineer, Rob Brooks, demonstrated new product innovations and Keohane emphasized the importance of basing purchasing decisions on currently available products and services. Camp shared PenFed's journey of implementing Salesforce to enhance their service experience and the success they've seen from self-service. The session also touched on the role of AI in enhancing self-service and the importance of starting small and growing from there.
Key Takeaways by Einstein:
  1. • The session highlighted the importance of deflecting cases and reducing costs with personalized self-service, emphasizing on new product innovations that can enhance customer experience and support.
  2. • A demo was presented showcasing the newest self-service product innovations, demonstrating how these tools can help businesses scale support faster, reduce costs, and maintain high quality of service.
  3. • The session also featured a fireside chat with PenFed Credit Union, sharing their success story in implementing Salesforce to enhance their service experience and self-service capabilities, resulting in significant cost savings and improved agent productivity.

From thought-provoking sessions to hands-on workshops, Dreamforce equips you with the tools and knowledge to succeed."

Nadina D. Lisbon

CRM Enterprise Architect

NetApp

Nadina D. Lisbon