2024 Sessions

Explore
Dreamforce 2024
sessions.

View 1,500+ sessions by role, topic, or industry to see an example of what's to come at Dreamforce 2025.

You are currently viewing sessions from Dreamforce 2024.
Back to Session CatalogBack to Session Catalog
Connected Campus: Embracing AI, CRM & Service for Enquiries
Queensland University of Technology is reinventing person engagement with an AI-powered contact center. Learn how agents deliver support with CRM, AI, Data Cloud, and Voice.
Important: This session is first come, first seated. You do not have a reserved seat.

, Program Director, QUT (Queensland University of Technology)

, ANZ Salesforce Education and QLD Lead, Accenture

Role: Service
Industry: Education, Public Sector
Product: Einstein, Data 360
Topic: Artificial Intelligence
Session Level: Advanced
Session Type: Breakout
  • Tuesday, Sep 173:30 PM - 4:15 PM PDT
    (10:30 PM - 11:15 PM GMT)
    Moscone West, L3, Room 3016
Session Summary by Einstein: The recent Salesforce conference showcased Queensland University of Technology's (QUT) transformative journey utilizing Salesforce products to enhance their digital connection with students. The institution harnessed Data Cloud, Einstein, and Service Cloud to deliver a unified CRM, streamline service architecture, and improve personalization in student interactions. Through the integration of these technologies, QUT successfully consolidated data, automated processes, and boosted operational insights, allowing for strategic decisions and a better student experience. The session highlighted the rapid development and deployment of AI solutions, including Einstein Copilot and Data Cloud, which significantly reduced case handling times and improved agent efficiency.
Key Takeaways by Einstein:

• QUT's digital transformation involved creating a 360-degree view of students by integrating various Salesforce products, leading to enhanced service and personalized experiences.

• The use of Einstein AI and Data Cloud has not only optimized QUT's data management and insights but also automated categorization and case summarization, improving efficiency.

• The session emphasized the importance of high-quality data, purposeful AI deployment, and embedding AI directly into the flow of work to maximize its benefits and drive innovation.

Einstein Feedback : Report a Concern

With sessions and hands-on activities led by product experts, visionaries, and fellow Trailblazers, Dreamforce offers a deep dive into the latest in CRM + AI + Data + Trust.

Merlinda Lu

Salesforce Developer, IBM