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  • Tue, Sep 17

8:00 AM PDT - Tuesday, Sep 17

  • Yes
    Administrator
    Service
    Communications
    Education
    Healthcare and Life Sciences
    Agentforce Service
    Einstein
    Agentforce
    Artificial Intelligence
    Intermediate
    Breakout
    Yes
    The Salesforce conference session provided insights into enhancing customer service through AI and automation, emphasizing the critical role of AI agents in delivering personalized, efficient, and satisfying customer experiences. With a focus on AI's potential to automate mundane tasks and empower agents, the session showcased how Salesforce products like Service Cloud, Data Cloud, and AI solutions such as Einstein AI can revolutionize service delivery. Demonstrations highlighted the integration of various Salesforce tools to streamline workflows, reduce agent workloads, and improve customer satisfaction, with statistics reflecting significant improvements in efficiency and case resolution metrics.
    <html><head></head><body><p>• AI agents play a pivotal role in managing customer interactions, allowing human agents to focus on more complex issues and creating opportunities for upselling and cross-selling.</p><p>• Salesforce's AI solutions, including Einstein AI, are designed to work seamlessly with existing workflows, providing agents with the necessary tools and data to offer personalized service and enhance customer experiences.</p><p>• Companies implementing Salesforce AI and automation have seen remarkable efficiency gains, such as a 40% increase in case resolution and saving agents over 90 hours per week.</p></body></html>
    Available on Salesforce+
    Session Summary by Einstein
    https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915941343001QGjO
    Learn the basics of getting started with AI in Customer Service.
    Understand how AI creates business value and opportunities.
    Hear from a customer panel about their journey with Einstein for Service: deployment, lessons learned, successes, and vision.
    Yes
    <a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915941343001QGjO">Report a Concern</a>
    Breakout
    Available on Salesforce+
    This session is first come, first seated. You do not have a reserved seat.
    Yes
    Yes
    Moscone South
    Moscone West, Level 3
    Content Pavilion
    Moscone West
    <a href="https://www.salesforce.com/plus/experience/Dreamforce_2024/series/service_at_dreamforce_2024/episode/episode-s1e14">Watch now</a>
    12:00 p.m. Wednesday, Sep 18
    Wednesday, Sep 18
    8:00 a.m. Tuesday, Sep 17
    Tuesday, Sep 17
    Strong relationships start with strong interactions. AI empowers fast and personalized end-to-end support. Hear how to set your team up for success and delight customers with intelligent experiences.
    Important: This session is first come, first seated. You do not have a reserved seat.
    Session Summary by Einstein arrow-forward
    Session Type: Breakout
    • Tuesday, Sep 178:30 AM - 9:15 AM PDT
      (3:30 PM - 4:15 PM GMT)
      Moscone West, L3, Room 3018

12:00 PM PDT - Tuesday, Sep 17

  • Yes
    Administrator
    IT
    Education
    Agentforce Education
    Beginner
    Keynote
    Yes
    The Education Keynote showcased a significant shift in education technology, emphasizing the transformative role of AI to support both students and staff. With predictive AI being a Salesforce staple for over a decade, the focus has now moved to generative AI and the introduction of autonomous agents, specifically Agentforce, which promises to work alongside staff to scale operations and automate tasks. This is where purpose-built AI that addresses critical education use cases is key. Institutions like Old Dominion University, CalArts, and Occidental College are leveraging Salesforce with a focus on AI, Data, and Action to gain insights from 'islands of trapped data,' enhancing the student experience and advancing their digital transformations. Meanwhile, the unveiling of Data Cloud for Education and new Education Cloud features to support the entire education journey indicate a strong future trajectory with Salesforce as the platform to drive both learner and institution success.
    <html><head></head><body><p>• Salesforce's Agentforce represents a new era of AI, transitioning from assistance to partnership, aiming to scale educational staff efforts and automate tasks.</p><p>• Old Dominion University, CalArts, and Occidental College are using the Salesforce platform to unify disparate data sources, creating a comprehensive view of student and alumni information that drives more effective engagement and operational efficiency.</p><p>• The introduction of Data Cloud for Education and the continuous innovation within Education Cloud, including AI-driven insights and advanced analytics, are set to revolutionize the way educational institutions interact with data and their constituents.</p></body></html>
    Available on Salesforce+
    Session Summary by Einstein
    https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915817254001Q5Fu
    Learn how to more efficiently connect data and deliver impactful experiences across your institution.
    Hear how education Trailblazers are using Salesforce to support learners and constituents at every stage of their journey.
    See the latest product innovations in action, including embedded generative AI purpose-built for education.
    Yes
    <a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915817254001Q5Fu">Report a Concern</a>
    Keynote
    Available on Salesforce+
    This session is first come, first seated. You do not have a reserved seat.
    Yes
    Yes
    InterContinental
    <a href="https://www.salesforce.com/plus/experience/Dreamforce_2024/series/nonprofit_&_education_at_dreamforce_2024/episode/episode-s1e4">Watch now</a>
    12:00 p.m. Tuesday, Sep 17
    Tuesday, Sep 17
    Dream big in education and connect with your constituents in a whole new way. Discover how to unify data, gain powerful insights, and increase productivity all on the #1 AI CRM for education.
    Important: This session is first come, first seated. You do not have a reserved seat.
    Session Summary by Einstein arrow-forward
    Session Type: Keynote
    • Tuesday, Sep 1712:30 PM - 1:20 PM PDT
      (7:30 PM - 8:20 PM GMT)
      InterContinental, L3, Grand Ballroom ABC

1:00 PM PDT - Tuesday, Sep 17

  • Yes
    Administrator
    Education
    Nonprofit
    Agentforce Education
    AppExchange
    Data
    Beginner
    Theater
    Yes
    Theater
    This session is first come, first seated. You do not have a reserved seat.
    Yes
    Visible
    Yes
    Trailblazer Forest
    Moscone West
    Wednesday, Sep 18
    10:00 a.m. Wednesday, Sep 18
    1:00 p.m. Tuesday, Sep 17
    Tuesday, Sep 17
    Cloud for Good founder Tal Frankfurt shares expert strategies to enhance business outcomes with the power of data and partner apps.
    Important: This session is first come, first seated. You do not have a reserved seat.
    Session Type: Theater
    • Tuesday, Sep 171:00 PM - 1:20 PM PDT
      (8:00 PM - 8:20 PM GMT)
      Moscone West, L1 Forest, AppExchange Theater

2:00 PM PDT - Tuesday, Sep 17

3:00 PM PDT - Tuesday, Sep 17

  • Yes
    Administrator
    IT
    Education
    Healthcare and Life Sciences
    Experience Cloud
    Agentforce Service
    Data
    Intermediate
    Theater
    Yes
    The session at the Salesforce conference showcased a transformative journey from paper-based processes to a streamlined, digital solution using Formassembly, with a focus on the Office of Accessible Education at Stanford University. The presentation highlighted the significant efficiency gains and enhanced user experience, particularly for students requiring accommodations, by transitioning to mobile-ready and accessible online forms that integrate seamlessly with Salesforce. Data integrity and compliance were maintained throughout the process, with the move to digital resulting in over half of the 2000+ reduced course load requests being processed on the same day. Additionally, the session emphasized the importance of form design and the use of conditional logic to ensure forms are concise and only present necessary information, contributing to the overall effectiveness of the data collection system.
    <html><head></head><body><p>• Formassembly's bidirectional Salesforce connector and compliance with accessibility standards played a pivotal role in digitizing the accommodation process at Stanford, reducing physical barriers and improving student satisfaction.</p><p>• Innovative use of conditional logic and prefilled data in Formassembly forms eliminated redundant data entry, streamlined the process for both domestic and international students, and allowed non-developers to configure complex workflows.</p><p>• The successful application of Formassembly extended beyond student accommodations, as Stanford utilized it for various internal processes, demonstrating the platform's versatility and impact on operational efficiency.</p></body></html>
    https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718916041827001Qwtw
    <a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718916041827001Qwtw">Report a Concern</a>
    Theater
    This session is first come, first seated. You do not have a reserved seat.
    Yes
    Visible
    Yes
    Campground
    Moscone North
    Tuesday, Sep 17
    3:00 p.m. Tuesday, Sep 17
    See how a large university improves data collection with streamlined forms & workflows, improving staff & student experiences. Learn best practices for data accuracy with Salesforce-integrated forms.
    Important: This session is first come, first seated. You do not have a reserved seat.
    Session Type: Theater
    • Tuesday, Sep 173:00 PM - 3:20 PM PDT
      (10:00 PM - 10:20 PM GMT)
      Moscone North, LL, Campground, Theater 3
  • Yes
    Administrator
    IT
    Education
    Agentforce Education
    Beginner
    Breakout
    Yes
    The session focused on the transformative journey of a global education company, emphasizing their strategic shift towards a centralized system using Salesforce Education Cloud to enhance the customer experience and streamline operations. With a history dating back to 1876, the company faced challenges due to decentralized systems and a lack of standardization across their 70 countries of operation. The deployment of Salesforce Education Cloud played a pivotal role in unifying the learner journey, ensuring consistency in the learning experience regardless of geographical location. Key to their success was the reduction of technical debt, integration of native applications, and the employment of low-code solutions to accelerate improvement, resulting in significant time savings and error reduction across various departments.
    <html><head></head><body><p>• Berlitz successfully transitioned from decentralized to centralized systems, leveraging Salesforce Education Cloud to create a consistent global learning experience.</p><p>• A focus on low-code solutions and native applications within Salesforce's ecosystem enabled the company to reduce technical debt and streamline processes.</p><p>• The implementation of Salesforce's solutions led to an 85% reduction in errors and significant time savings, illustrating the impact of an integrated CRM platform on operational efficiency.</p></body></html>
    Session Summary by Einstein
    https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915816208001QVh8
    Learn more about Berlitz and its' strategic goals.
    Hear why Berlitz chose Education Cloud to achieve its goals.
    Yes
    <a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915816208001QVh8">Report a Concern</a>
    Breakout
    This session is first come, first seated. You do not have a reserved seat.
    Yes
    Yes
    Metreon AMC
    Tuesday, Sep 17
    3:00 p.m. Tuesday, Sep 17
    Berlitz has been a leader in language education since 1878. Learn how its taken a leap into the digital age and is transforming its operations with Education Cloud.
    Important: This session is first come, first seated. You do not have a reserved seat.
    Session Summary by Einstein arrow-forward
    Session Type: Breakout
    • Tuesday, Sep 173:00 PM - 3:45 PM PDT
      (10:00 PM - 10:45 PM GMT)
      Metreon AMC, L3, Theater 13
  • Yes
    Service
    Education
    Public Sector
    Einstein
    Data 360
    Artificial Intelligence
    Advanced
    Breakout
    Yes
    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.
    <html><head></head><body><p>• QUT's digital transformation involved creating a 360-degree view of students by integrating various Salesforce products, leading to enhanced service and personalized experiences.</p><p>• 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.</p><p>• 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.</p></body></html>
    Session Summary by Einstein
    https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915976383001Q5BS
    Joining AI, Data, Service, and Voice to enhance service delivery, boost productivity, and personalize customer interactions.
    Leveraging OOTB and tailored Copilot prompts to enhance customer service experiences.
    Lessons learned to achieve quality outcomes at pace.
    Yes
    <a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915976383001Q5BS">Report a Concern</a>
    Breakout
    This session is first come, first seated. You do not have a reserved seat.
    Yes
    Yes
    Moscone West, Level 3
    Moscone West
    Tuesday, Sep 17
    3:00 p.m. Tuesday, Sep 17
    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.
    Session Summary by Einstein arrow-forward
    Session Type: Breakout
    • Tuesday, Sep 173:30 PM - 4:15 PM PDT
      (10:30 PM - 11:15 PM GMT)
      Moscone West, L3, Room 3016

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Merlinda Lu

Salesforce Developer, IBM

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