Session Catalog

Tue, Sep 17
Wed, Sep 18
Thu, Sep 19

8:00 AM PDT - Tuesday, Sep 17

Yes
Service
Agentforce Service
Artificial Intelligence
Beginner
Hands-on Training
Yes
Hands-on Training
Reserved seating
By selecting “Schedule” you are reserving a seat. Please show up 10 mins prior to the session or we will release your seat. If a session is full, you still can join the standby line onsite.
Laptops are provided for all attendees.
Yes
Visible
Marriot Marquis
8:00 a.m. Wednesday, Sep 18
Wednesday, Sep 18
8:00 a.m. Tuesday, Sep 17
Tuesday, Sep 17
Supercharge Service Agent Productivity with Service AI
Maximize agent efficiency and boost productivity with Einstein for Service’s generative features. Enhance your contact center and field operations for seamless customer support and superior results.
Important: By selecting “Schedule” you are reserving a seat. Please show up 10 mins prior to the session or we will release your seat. If a session is full, you still can join the standby line onsite.
Equipment provided: Laptops are provided for all attendees.
Session Type: Hands-on Training
- Tuesday, Sep 178:00 AM - 9:30 AM PDT
  
  (3:00 PM - 4:30 PM GMT)
  Marriott, Level B2, Golden Gate A
Yes
Sales
Service
Financial Services
Technology
Slack
Productivity
Beginner
Theater
Yes
The recent Salesforce conference session emphasized transforming the way we work through Slack's advanced features, such as lists, canvas, workflow, and Slack AI, aiming to reduce cognitive load and streamline communication. A staggering 82% of Fortune 100 companies trust Slack for external collaboration, as highlighted by the introduction of Slack Connect Spaces and Salesforce Channels, which integrate unstructured conversations with Salesforce's structured CRM data. The session illustrated Slack's commitment to efficiency by reducing unnecessary meetings and emails, accelerating onboarding, and fostering team trust through transparent, accessible information. Slack's new integrations and features, designed to optimize work processes and foster collaboration, are a testament to its position as an operating system for work, trusted by the majority of Fortune 100 companies.
<html><head></head><body>• Slack's innovative features such as Slack Connect Spaces and Salesforce Channels are designed to break down communication silos and integrate CRM data with conversational insights.• The use of Slack AI provides recaps and answers from institutional knowledge within Slack, enhancing productivity and decision-making with cited sources.• Tools like lists, workflows, and canvas in Slack serve to automate routine tasks, manage projects effectively, and onboard new team members efficiently, all within a single platform.</body></html>
Session Summary by Einstein
https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915966586001QeCd
Share the basics of key Slack features and functions that anyone can easily understand and use to simplify their workday.
Tips for decreasing context switching and endless emails, and replacing inefficient meetings with Slack as your OS for work.
Yes
<a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915966586001QeCd">Report a Concern</a>
Theater
This session is first come, first seated. You do not have a reserved seat.
Yes
Yes
Moscone West, Level 3
Moscone West
1:00 p.m. Thursday, Sep 19
Thursday, Sep 19
8:00 a.m. Tuesday, Sep 17
Tuesday, Sep 17
10 Ways to Transform How You Work Using Slack
Learn how to streamline work with simple Slack capabilities like huddles, clips, canvas, lists, Slack Workflow Builder, and Slack AI to ditch inefficient meetings and escape endless emails.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Summary by Einstein
Session Type: Theater
- Tuesday, Sep 178:30 AM - 8:50 AM PDT
 
 (3:30 PM - 3:50 PM GMT)
 Moscone West, L3, Slack Theater
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>• 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.• 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.• 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.</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
3 Ways AI Makes Service Frictionless and Fun
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
Session Type: Breakout
- Tuesday, Sep 178:30 AM - 9:15 AM PDT
 
 (3:30 PM - 4:15 PM GMT)
 Moscone West, L3, Room 3018
Yes
Operations
Service
Engineering, Construction, and Real Estate
Agentforce Field Service
Agentforce Service
Productivity
Intermediate
Breakout
Yes
Discover insights that are necessitating change within the engineering, construction, and real estate industry.
Learn how to improve customer experience, asset management, scheduling and dispatching, and mobile worker productivity.
Hear what Ryan Lawn and Tree is doing to transform their operations using Salesforce Field Service.
Breakout
This session is first come, first seated. You do not have a reserved seat.
Yes
Visible
Yes
InterContinental
8:00 a.m. Tuesday, Sep 17
Tuesday, Sep 17
Optimize Field Productivity in EPC & Real Estate
Unlock the power of Salesforce Field Service to simplify workflows, drive collaboration, and capture data insights. Transform your operations by elevating both customer and employee satisfaction.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Type: Breakout
- Tuesday, Sep 178:30 AM - 9:15 AM PDT
  
  (3:30 PM - 4:15 PM GMT)
  InterContinental, L4, Twin Peaks
Yes
Service
Manufacturing
Agentforce Manufacturing
Beginner
Theater
Yes
The recent Salesforce conference session focused on maximizing asset monetization and service lifecycle management, which are pivotal in the evolving customer-centric service models. Presenters from Salesforce and Siemens discussed the integration of Product Lifecycle Management (PLM) and Service Lifecycle Management (SLM) through the Teamcenter SLM for Salesforce app, highlighting its availability on AppExchange and the Siemens Accelerator marketplace. The session underscored the potential revenue opportunities that exist in servitization and asset monetization, using examples such as a manufacturer with 1 million assets in the market and the implications of effectively leveraging product and service data. The conversation also touched on the importance of bridging gaps between product knowledge and customer service to enhance first-time fix rates, reduce asset downtime, and improve customer loyalty.
<html><head></head><body>• The integration of Siemens' Teamcenter SLM with Salesforce bridges the gap between product and customer data, enhancing service excellence and operational efficiency.• Servitization presents a massive opportunity for revenue growth by monetizing assets throughout their lifecycle, as illustrated by the potential of $6 billion in revenue from 1 million assets over ten years.• Understanding and effectively managing the asset as a persona is key to increasing first-time fix rates and customer satisfaction, ultimately driving additional service revenue.</body></html>
Session Summary by Einstein
https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915858686001Q5om
Yes
<a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915858686001Q5om">Report a Concern</a>
Theater
This session is first come, first seated. You do not have a reserved seat.
Yes
Yes
InterContinental
8:00 a.m. Tuesday, Sep 17
Tuesday, Sep 17
Speed-up Asset Monetization with Service Lifecycle Management
Discover how Salesforce and Siemens join forces to fast-track servitization, fuel innovation, and boost manufacturing profitability to help you grow your aftermarket sales.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Summary by Einstein
Session Type: Theater
- Tuesday, Sep 178:30 AM - 8:50 AM PDT
 
 (3:30 PM - 3:50 PM GMT)
 InterContinental, L3, Union Square
Yes
Operations
Service
Agentforce Field Service
Agentforce Service
Automation
Intermediate
Theater
Yes
The session highlighted the importance of transitioning from reactive to proactive customer service strategies, focusing on maximizing customer lifetime value and revenue generation through uptime as a service. Demonstrating the integration of customer, product, and asset data to predict service needs and proactively address issues, the session showcased how Salesforce's field service platform, powered by Data Cloud and enriched with AI models, enables companies to manage the asset service lifecycle end-to-end. With over 19 billion assets on the platform, Salesforce's solutions are designed to enhance customer loyalty, streamline service workflows, and drive sustainable growth by leveraging real-time telemetry data, predictive analytics, and modern user experiences for partners and employees alike. The practical demonstration of the platform's capabilities underscored how Salesforce's innovative products empower businesses to transform their field service operations and capitalize on the data from connected assets.
<html><head></head><body>• Salesforce's field service platform centralizes asset data and customer information to enable proactive service and revenue opportunities.• The integration of Einstein AI and Data Cloud facilitates predictive service capabilities and actionable insights within the user's workflow.• Attendees were encouraged to engage with additional resources such as the service keynote, field service guide, and the new Slack community for service trailblazers.</body></html>
Session Summary by Einstein
https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915947412001QWPG
Yes
<a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915947412001QWPG">Report a Concern</a>
Theater
This session is first come, first seated. You do not have a reserved seat.
Yes
Yes
Moscone West, Level 3
Moscone West
8:00 a.m. Tuesday, Sep 17
Tuesday, Sep 17
Unlock Field Service Revenue with Proactive Asset Management
See how Field Service can help you manage thousands of assets, including the predictive asset data points that can open the door to offering uptime as a service.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Summary by Einstein
Session Type: Theater
- Tuesday, Sep 178:30 AM - 8:50 AM PDT
 
 (3:30 PM - 3:50 PM GMT)
 Moscone West, L3, Cloudy Theater

9:00 AM PDT - Tuesday, Sep 17

Yes
Service
Agentforce Manufacturing
Beginner
Theater
Yes
At the recent Salesforce conference, attendees were introduced to Connected Assets powered by Salesforce, highlighting the transformational shift required in asset-centric industries to meet evolving customer expectations. The session underscored the importance of servitization and the potential of unlocking new revenue streams by connecting assets to a single source, leveraging Salesforce's platform capabilities to consolidate various IoT data streams and enabling actionable insights and preventive maintenance. Innovations such as AI insights integrated within the Salesforce platform, the Data Cloud's aggregation of manufacturing data, demonstrating Salesforce's commitment to providing a customer-centric asset monetization platform. The presentation also explored the transition from reactive to proactive and prescriptive service support, emphasizing the significance of asset telemetry, and field service enhancements to improve technician efficiency, all working in unison.
<html><head></head><body>• Salesforce's Connected Assets serves as a comprehensive CRM solution for asset-centric industries, aiming to transform data management and customer service through a unified platform.• The session detailed how Salesforce's Data Cloud and AI innovations can be leveraged for predictive maintenance, asset health monitoring, and real-time actionable responses, enhancing service delivery.• Attendees were given a practical demonstration of the new features, including actionable telematics framework and asset service predictions, with insights into the upcoming roadmap and integration capabilities.</body></html>
Session Summary by Einstein
https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915859055001QlxE
Yes
<a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915859055001QlxE">Report a Concern</a>
Theater
This session is first come, first seated. You do not have a reserved seat.
Yes
Yes
InterContinental
9:00 a.m. Tuesday, Sep 17
Tuesday, Sep 17
Introducing Connected Assets Powered by Salesforce
Hear from product leaders on how you can boost revenue growth through proactive service and maintenance powered by our newest manufacturing product, Connected Assets.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Summary by Einstein
Session Type: Theater
- Tuesday, Sep 179:00 AM - 9:20 AM PDT
 
 (4:00 PM - 4:20 PM GMT)
 InterContinental, L3, Union Square
Yes
Commerce
Service
Manufacturing
Retail
Agentforce Commerce
Agentforce Service
Automation
Beginner
Theater
Yes
At the recent DreamForce conference, a session spotlighted Medtronics' transformative journey from a B2B to a B2C company, emphasizing the centrality of customer experience in today's market landscape. The session narrated how Medtronics, leveraging Salesforce's unified commerce capabilities, is integrating customer and enterprise data to create connected experiences across marketing, service, and commerce. This transformation is not only technological, involving data security, IoT, and Commerce Cloud, but also cultural, requiring shifts in organizational processes and mindsets. The ultimate goal of this transformation is to grow the market while maintaining strong partnerships with distributors, thereby enhancing the link between Medtronics, its partners, and end consumers.
<html><head></head><body>• Medtronics is capitalizing on Salesforce's ecosystem to transition from B2B to B2C, focusing on expanding the market for robotic pool cleaners and improving customer engagement.• The company's transformation includes a shift in business processes and organizational culture, ensuring stakeholders adapt to new digital strategies without disrupting existing distribution channels.• Medtronics' approach to unified commerce involves a complex data strategy, integrating IoT, Commerce Cloud, and Marketing Cloud to provide timely, personalized customer experiences.</body></html>
Session Summary by Einstein
https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915690098001QncQ
Yes
<a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915690098001QncQ">Report a Concern</a>
Theater
This session is first come, first seated. You do not have a reserved seat.
Yes
Yes
Moscone West, Level 2
Moscone West
<a href="https://www.salesforce.com/plus/experience/Dreamforce_2024/series/marketers_&_commerce_at_dreamforce_2024/episode/episode-s1e31">Watch now</a>
9:00 a.m. Tuesday, Sep 17
Tuesday, Sep 17
Maytronics:Transforming Customer Service with Commerce Cloud
Learn how Maytronics transformed its business by unifying its customer data in Commerce Cloud to improve customer service and grow digital sales.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Summary by Einstein
Session Type: Theater
- Tuesday, Sep 179:00 AM - 9:20 AM PDT
 
 (4:00 PM - 4:20 PM GMT)
 Moscone West, L2, Codey Theater

12:00 PM PDT - Tuesday, Sep 17

Yes
Operations
Service
Agentforce Service
Slack
Productivity
Beginner
Theater
Yes
This session focused on boosting service team efficiency using Service Cloud and Slack, addressing the growing complexities and expectations in customer service. It highlighted how they enable real-time expert collaboration, automates workflows, and reduces manual tasks—key as 65% of agents report increasingly challenging cases. Product managers showcased AI-driven features like AI summaries for Slack swarms, saving users an average of 97 minutes weekly, and new tools for knowledge creation and service console collaboration. Future innovations teased included deeper Slack-Salesforce integrations to minimize tool-switching and accelerate issue resolution.
<html><head></head><body>• AI summaries in Slack can significantly reduce the time required for experts to catch up on service issues, leading to quicker problem resolution.• New Slack Conversations component allows service agents to collaborate on cases directly within the Service Cloud console, enhancing productivity by reducing context switching.• Upcoming innovations will integrate swarming solutions with Salesforce channels in Slack, featuring AI recap tabs and record overview tabs to further streamline service team collaboration.</body></html>
Session Summary by Einstein
https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915950555001QcnT
Learn how to use Service Cloud and Slack for real-time collaboration and faster case resolution.
Discover AI and automation strategies to help agents seamlessly handle complex cases without disrupting their workflow.
See how Slack for Service Cloud creates a seamless workspace that boosts efficiency and strengthens customer loyalty.
Yes
<a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915950555001QcnT">Report a Concern</a>
Theater
This session is first come, first seated. You do not have a reserved seat.
Yes
Yes
Moscone West, Level 3
Moscone West
12:00 p.m. Tuesday, Sep 17
Tuesday, Sep 17
3 Ways to Maximize Efficiency with Service Cloud and Slack
Discover how Service Cloud and Slack boost productivity with a unified workspace for real-time collaboration and efficient request resolution. A big win for agents and customers.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Summary by Einstein
Session Type: Theater
- Tuesday, Sep 1712:30 PM - 12:50 PM PDT
 
 (7:30 PM - 7:50 PM GMT)
 Moscone West, L3, Cloudy Theater
Yes
Marketing
Service
Agentforce Marketing
Agentforce Service
Artificial Intelligence
Beginner
Theater
Yes
The recent Salesforce conference session highlighted the critical role of AI in transforming customer experience, with a focus on iconic brands accelerating their digital transformation through the use of AI and customer engagement platforms like Sprinklr and Salesforce. Presenters discussed how traditional enterprises are catching up with digital natives by investing in AI capabilities to provide personalized marketing and seamless service experiences across various channels. They demonstrated how integrating Sprinklr’s AI-driven customer engagement with Salesforce's comprehensive CRM can yield a true customer 360 in real-time, streamlining data to enhance decision-making. The session also showcased case studies of global brands leveraging these technologies to expand market reach, improve content strategy, and drive sales with substantial ROI while emphasizing the ongoing collaboration between Salesforce and Sprinklr to deliver unified customer experience solutions.
<html><head></head><body>• AI is being leveraged by iconic brands to create frictionless, self-service experiences and personalized customer engagement, driving revenue growth and customer loyalty.• Integrating Sprinklr's platform with Salesforce solutions allows brands to filter massive amounts of data for actionable insights, offering a comprehensive view of the customer journey.• Future plans include Salesforce and Sprinklr working more closely to establish a unified architecture and joint go-to-market strategy, aiming to provide more cohesive and scalable customer experience solutions.</body></html>
Session Summary by Einstein
https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718916099821001QDF0
Yes
<a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718916099821001QDF0">Report a Concern</a>
Theater
This session is first come, first seated. You do not have a reserved seat.
Yes
Yes
Campground
Moscone North
12:00 p.m. Tuesday, Sep 17
Tuesday, Sep 17
AI Lessons from Iconic Brands Unifying CX with Sprinklr
Learn how the world’s most loved brands are unlocking opportunities for growth and productivity from their customer conversations — and what’s next for AI in transforming the customer experience.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Summary by Einstein
Session Type: Theater
- Tuesday, Sep 1712:30 PM - 12:50 PM PDT
 
 (7:30 PM - 7:50 PM GMT)
 Moscone North, LL, Campground, Theater 3
Yes
Administrator
Service
Agentforce Service
Einstein
Artificial Intelligence
Intermediate
Roundtable
Yes
Learn about a new pilot, Service Plans, and how it will help drive productivity, compliance, and onboarding.
Hear how your peers are using AI to drive business value and KPIs.
Roundtable
Reserved seating
By selecting “Schedule” you are reserving a seat. Please show up 10 mins prior to the session or we will release your seat. If a session is full, you still can join the standby line onsite.
Yes
Visible
Moscone West, Level 2
Lodge Village
Moscone West
12:00 p.m. Tuesday, Sep 17
8:00 a.m. Thursday, Sep 19
Thursday, Sep 19
Tuesday, Sep 17
Future of AI: Simplify Agents’ Work and Boost CSAT
Join us to discuss AI automation’s impact on agent efficiency, case deflection, CSAT, and more. Hear how service leaders are preparing for this shift.
Important: By selecting “Schedule” you are reserving a seat. Please show up 10 mins prior to the session or we will release your seat. If a session is full, you still can join the standby line onsite.
Session Type: Roundtable
- Tuesday, Sep 1712:30 PM - 1:30 PM PDT
  
  (7:30 PM - 8:30 PM GMT)
  Moscone West, L2, Service Lodge Roundtable 3
Yes
Service
Agentforce Service
Productivity
Beginner
Workshop
Yes
Please bring your own laptop to participate.
Workshop
Reserved seating
By selecting “Schedule” you are reserving a seat. Please show up 10 mins prior to the session or we will release your seat. If a session is full, you still can join the standby line onsite.
Yes
Visible
Moscone West, Level 2
Moscone West
11:00 a.m. Thursday, Sep 19
12:00 p.m. Tuesday, Sep 17
Thursday, Sep 19
Tuesday, Sep 17
Get Hands-on with Self-Service
Join us for a hands-on session to create the self-service experience your customers deserve using Experience Cloud and Einstein Bots. Enable customers to solve issues themselves, while reducing costs.
Important: By selecting “Schedule” you are reserving a seat. Please show up 10 mins prior to the session or we will release your seat. If a session is full, you still can join the standby line onsite.
Required equipment: Please bring your own laptop to participate.
Session Type: Workshop
- Tuesday, Sep 1712:30 PM - 1:30 PM PDT
  
  (7:30 PM - 8:30 PM GMT)
  Moscone West, L2, Room 2010
Yes
Marketing
Service
Agentforce Service
Customer Relationships
Intermediate
Theater
Yes
The session highlighted McDonald's journey with Salesforce, focusing on challenges faced before the modernization of their customer care technology stack, which included outdated systems leading to inefficiencies and high service costs. By partnering with West Monroe and implementing Salesforce Service Cloud and Sprout Social, McDonald's achieved a 56% reduction in customer care costs and saw potential for revenue growth through increased customer retention and loyalty program participation. The new integrated solution provided a seamless omnichannel experience, improved social media response times, and maintained a human element in customer interactions, emphasizing the importance of an intuitive platform for quick user onboarding and impactful customer service.
<html><head></head><body>• Salesforce Service Cloud and Sprout Social's integration allowed McDonald's to handle customer incidents more efficiently, offering a single platform for agents and reducing the need to redirect customers.• The modernized strategy and technology stack led to significant cost savings and set the stage for future innovations, such as chatbots and advanced analytics, to meet growing customer service demands.• The implementation underscored the critical role of social media in customer service, with 63% of consumers indicating that the quality of customer support received on social media influences their brand loyalty, driving the need for an effective social customer care strategy.</body></html>
Session Summary by Einstein
https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718916079121001QrD1
Yes
<a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718916079121001QrD1">Report a Concern</a>
Theater
This session is first come, first seated. You do not have a reserved seat.
Yes
Yes
Campground
Moscone North
12:00 p.m. Tuesday, Sep 17
Tuesday, Sep 17
How McDonald’s Serves Smiles with Omni-Channel Customer Care
With over 93M followers, McDonald’s needed a tech stack to manage care requests with ease. Learn how they use Sprout Social, Service Cloud, and West Monroe to delight customers at the speed of social.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Summary by Einstein
Session Type: Theater
- Tuesday, Sep 1712:30 PM - 12:50 PM PDT
 
 (7:30 PM - 7:50 PM GMT)
 Moscone North, LL, Campground, Theater 1
Yes
IT
Sales
Service
Agentforce Sales
Agentforce Service
Einstein
Artificial Intelligence
Beginner
Theater
Yes
At the recent DreamForce conference, Salesforce unveiled Agentforce, a transformative AI-powered platform set to launch in October, which promises to revolutionize how agents perform tasks on behalf of users. The platform, built on the Salesforce ecosystem and integrated with tools like Data Cloud and MuleSoft, will autonomously handle low-value, repetitive tasks, freeing up human time for more focused, high-value work. Agentforce is highlighted by its reasoning engine, allowing it to understand context, generate plans, and evaluate outputs for tasks such as order management and customer service inquiries. The demonstration showcased Agentforce's capabilities, including its integration with existing Salesforce flows, customization through Agent Builder, and its potential to scale across multiple business functions.
<html><head></head><body>• Agentforce is designed to alleviate the burden of low-value tasks, with statistics showing 41% of work time is consumed by such activities.• The Agentforce platform is fully customizable and scalable, ensuring a wide range of business needs can be met, and it will be able to interact with Data Cloud and external systems for comprehensive data access.• Attendees were encouraged to explore Agentforce further through the Launchpad for consultations, hands-on experiences, and deeper insights into the platform's capabilities.</body></html>
Available on Salesforce+
Session Summary by Einstein
https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915833467001Qjhn
Yes
<a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915833467001Qjhn">Report a Concern</a>
Theater
Available on Salesforce+
This session is first come, first seated. You do not have a reserved seat.
Yes
Yes
Moscone West, Level 2
Moscone West
<a href="https://www.salesforce.com/plus/experience/Dreamforce_2024/series/agentforce_&_data_cloud_at_dreamforce_2024/episode/episode-s1e20">Watch now</a>
11:00 a.m. Thursday, Sep 19
12:00 p.m. Tuesday, Sep 17
8:00 a.m. Wednesday, Sep 18
4:00 p.m. Tuesday, Sep 17
12:00 p.m. Wednesday, Sep 18
Wednesday, Sep 18
2:00 p.m. Tuesday, Sep 17
Thursday, Sep 19
Tuesday, Sep 17
3:00 p.m. Wednesday, Sep 18
9:00 a.m. Thursday, Sep 19
Meet Agentforce: Humans + AI + Data + Action
Discover how Agentforce brings together humans with AI agents to drive customer success. Learn how to build, customize, and deploy assistive and autonomous agents with low-code tools.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Summary by Einstein
Session Type: Theater
- Tuesday, Sep 1712:30 PM - 12:50 PM PDT
 
 (7:30 PM - 7:50 PM GMT)
 Moscone West, L2, Einstein Theater

1:00 PM PDT - Tuesday, Sep 17

Yes
Sales
Service
Financial Services
Agentforce Financial Services
Artificial Intelligence
Intermediate
Breakout
Yes
The Financial Services Cloud Roadmap for Insurance showcased innovations and Salesforce's commitment to enhancing front and back office integration. Notably, the session highlighted the importance of data governance and the role of Customer 360 in achieving a unified view of the customer across different systems. The discussion also emphasized the significance of Data Cloud and its capabilities in driving revenue and informed life decisions. The emphasis was placed on the utility of Salesforce products like Einstein and the transformative potential of the Salesforce partner ecosystem in shaping the future of corporate workflows and data management.
<html><head></head><body>• Salesforce's Data Cloud platform emerged as a critical tool for attendees, aimed at integrating service revenue into the broader ecosystem effectively.• The session revealed Salesforce's strategic direction towards improving data governance, with Customer 360 playing a pivotal role in this initiative.• Einstein Semantics was referenced as a notable product, indicating Salesforce's investment in enhancing the analytical and predictive capabilities of its suite of tools.</body></html>
Session Summary by Einstein
https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915837949001QhE4
See previews of our latest Financial Services Cloud features for insurance firms.
Learn how insurance firms can increase efficiency across sales and service with AI in Financial Services Cloud.
Yes
<a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915837949001QhE4">Report a Concern</a>
Breakout
This session is first come, first seated. You do not have a reserved seat.
Yes
Yes
InterContinental
2:00 p.m. Thursday, Sep 19
1:00 p.m. Tuesday, Sep 17
Thursday, Sep 19
Tuesday, Sep 17
A Vision for the Future: Salesforce Roadmap for Insurance
Join us to explore the Salesforce product vision and roadmap for insurance. Be the first to see our future products in action, with live demos provided by our product managers.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Summary by Einstein
Session Type: Breakout
- Tuesday, Sep 171:00 PM - 1:45 PM PDT
 
 (8:00 PM - 8:45 PM GMT)
 InterContinental, L5, InterContinental Ballroom B
Yes
IT
Service
Financial Services
Agentforce Financial Services
Agentforce Service
Artificial Intelligence
Intermediate
Roundtable
Yes
Learn how to overcome challenges in adopting AI for customer service in Financial Services.
Review high-value AI use cases and the strategies for effective AI implementation to achieve organizational goals.
Roundtable
Reserved seating
By selecting “Schedule” you are reserving a seat. Please show up 10 mins prior to the session or we will release your seat. If a session is full, you still can join the standby line onsite.
Yes
Visible
Moscone West, Level 2
Lodge Village
Moscone West
1:00 p.m. Thursday, Sep 19
1:00 p.m. Tuesday, Sep 17
Thursday, Sep 19
Tuesday, Sep 17
Financial Services & Service: Preparing for the Future of AI
Join us for a discussion on the emerging AI technologies and future trends that will have the biggest impact on customer service in the financial services industry.
Important: By selecting “Schedule” you are reserving a seat. Please show up 10 mins prior to the session or we will release your seat. If a session is full, you still can join the standby line onsite.
Session Type: Roundtable
- Tuesday, Sep 171:00 PM - 2:00 PM PDT
  
  (8:00 PM - 9:00 PM GMT)
  Moscone West, L2, Service Lodge Roundtable 4
Yes
Service
Agentforce Service
Einstein
Salesforce on Salesforce
Beginner
Theater
Yes
Get an inside look at how we're implementing AI for our service teams.
Watch a live demo from the perspective of a Salesforce support engineer.
Walk away with tips you can use for your own business.
Theater
This session is first come, first seated. You do not have a reserved seat.
Yes
Visible
Yes
Campground
Moscone North
11:00 a.m. Thursday, Sep 19
1:00 p.m. Wednesday, Sep 18
Wednesday, Sep 18
1:00 p.m. Tuesday, Sep 17
Thursday, Sep 19
Tuesday, Sep 17
How Salesforce Uses AI for Customer Support
Learn how our internal support engineers use the power of Salesforce to deliver responses that are not only swift and efficient, but also tailored to each unique inquiry.
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 North, LL, Campground, SF on SF Theater
Yes
Sales
Service
Financial Services
Agentforce Financial Services
Agentforce Service
Automation
Intermediate
Theater
Yes
This session addressed the pressing issue of decreasing bank deposits, highlighting strategies to leverage data, AI, and CRM to spur growth amid a challenging economic landscape. The discussion focused on innovative approaches to customer retention and acquisition, such as using predictive analytics to anticipate account closures and implementing exception pricing to retain $75 million in deposits at a rate below the federal funds rate. The integration of Salesforce technology was central to these strategies, facilitating the creation of dashboards for bankers and the development of a deposit opening platform, which saw a business customer open an account online in just 19 minutes. The session underscored the importance of a holistic approach to banking, including cross-departmental collaboration and digital transformation to enhance customer experience and operational efficiency.
<html><head></head><body>• Banks are facing a 'historic tsunami' with $2.5 trillion in high-rate CDs maturing, prompting the need for strategic deposit growth and retention plans.• Salesforce's platform plays a pivotal role in driving deposit growth by enabling predictive analytics for customer retention and facilitating new digital account openings.• Panelists emphasized the significance of a customer-centric approach, with digital transformation and data-driven decision-making being key to future banking strategies.</body></html>
Session Summary by Einstein
https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915843819001Q6d3
Learn to boost deposits and customer growth using Data and AI-driven CRM in a changing lending landscape.
Discover how Data and AI-powered CRM can boost competitiveness and deposits amid shifting lending volumes.
Yes
<a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915843819001Q6d3">Report a Concern</a>
Theater
This session is first come, first seated. You do not have a reserved seat.
Yes
Yes
InterContinental
1:00 p.m. Tuesday, Sep 17
Tuesday, Sep 17
Increase Bank Deposit Growth with CRM + Data + AI
As lending volumes shift, banks need to boost deposits. Stay ahead of the competition with data and AI in a CRM that improves conversions, retains more wallet share, and increases growth.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Summary by Einstein
Session Type: Theater
- Tuesday, Sep 171:15 PM - 1:35 PM PDT
 
 (8:15 PM - 8:35 PM GMT)
 InterContinental, L5, InterContinental Ballroom A
Yes
Administrator
Operations
Service
Agentforce Field Service
Agentforce Service
Artificial Intelligence
Beginner
Theater
Yes
Discover techniques for remotely solving simple problems to reduce onsite visits and improve overall efficiency.
Use tools for appointment transparency and self-scheduling to boost customer satisfaction and operational efficiency.
Theater
This session is first come, first seated. You do not have a reserved seat.
Yes
Visible
Yes
Moscone West, Level 3
Moscone West
1:00 p.m. Tuesday, Sep 17
Tuesday, Sep 17
2 Simple Tools to Delight Field Service Customers
Exceed customer expectations — and reduce truck rolls in the process — by providing transparency into field service appointments (including self-scheduling) and solving simpler problems remotely.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Type: Theater
- Tuesday, Sep 171:30 PM - 1:50 PM PDT
  
  (8:30 PM - 8:50 PM GMT)
  Moscone West, L3, Cloudy Theater
Yes
Service
Agentforce Service
Einstein
Salesforce on Salesforce
Beginner
Theater
Yes
Find out how we're reducing case volume and empowering customers to find the right solutions through self-service.
Watch a live demo to see our self-service tools and strategies in action.
Dive into the latest AI innovations we built into our help portal and knowledge base.
Theater
This session is first come, first seated. You do not have a reserved seat.
Yes
Visible
Yes
Campground
Moscone North
2:00 p.m. Wednesday, Sep 18
1:00 p.m. Thursday, Sep 19
Wednesday, Sep 18
1:00 p.m. Tuesday, Sep 17
Thursday, Sep 19
Tuesday, Sep 17
How Salesforce Delivers AI-Driven Self Service
Learn best practices and lessons from Salesforce’s journey in delivering AI-driven self-service. Understand how we improved our self-service success rates and transformed customer support.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Type: Theater
- Tuesday, Sep 171:30 PM - 1:50 PM PDT
  
  (8:30 PM - 8:50 PM GMT)
  Moscone North, LL, Campground, SF on SF Theater
Yes
Marketing
Service
Technology
Agentforce Marketing
Data 360
Customer Relationships
Beginner
Theater
Yes
The conference session underscored the imperative for tech marketers to harness unified data to drive customer engagement and cost-efficient growth, highlighting that only 17% of tech companies have fully integrated their data, which impedes personalized customer journeys. The emphasis was on the importance of telemetry data and third-party app integration to create a holistic customer view, enabling the use of AI for improved segmentation and campaign efficiency. Data Cloud's role was showcased in personalizing customer engagement at scale and aiding in the measurement of key business metrics like pipeline and net revenue retention. Agentforce was introduced as a new solution to help marketers optimize campaigns and personalize customer experiences more effectively.
<html><head></head><body>• Unified customer profiles and unlocked telemetry data via Data Cloud are pivotal in personalizing the customer journey and increasing trust and ROI.• Free trials can significantly boost conversion rates by 25 to 50%, and personalized incentives are crucial for guiding customers through the adoption journey.• Agentforce, now generally available, offers campaign agents that automate personalization and optimization tasks, allowing marketers to focus on strategic initiatives.</body></html>
Available on Salesforce+
Session Summary by Einstein
https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718916146021001Q5g5
Learn how unlocking trapped data helps you personalize the entire customer journey and reduce CAC.
See how you can power marketing teams to help with retention and product adoption.
Yes
<a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718916146021001Q5g5">Report a Concern</a>
Theater
Available on Salesforce+
This session is first come, first seated. You do not have a reserved seat.
Yes
Yes
Moscone West, Level 2
Moscone West
<a href="https://www.salesforce.com/plus/experience/Dreamforce_2024/series/communications,_media,_&_technology_at_dreamforce_2024/episode/episode-s1e14">Watch now</a>
1:00 p.m. Tuesday, Sep 17
Tuesday, Sep 17
Marketing Beyond Acquisition: Retention and Adoption in Tech
While companies look to reduce customer acquisition costs, marketing also plays a pivotal role across the customer lifecycle. Learn how NVIDIA drives retention and adoption across the lifecycle.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Summary by Einstein
Session Type: Theater
- Tuesday, Sep 171:30 PM - 1:50 PM PDT
 
 (8:30 PM - 8:50 PM GMT)
 Moscone West, L2, Room 2000
Yes
Commerce
Service
Healthcare and Life Sciences
Manufacturing
Agentforce Commerce
Agentforce MuleSoft
Automation
Beginner
Theater
Yes
The recent Salesforce conference session focused on the innovative integration of Salesforce Order Management with MuleSoft's offerings to streamline complex order processing, particularly for orders that are not EDI-ready or are unstructured. With the use of intelligent document processing and RPA, the session demonstrated how to efficiently transform various order formats, including PDFs and emails, into structured data within Salesforce, highlighting that up to 25% of enterprise orders may still arrive in these formats. A live demo showcased the ease of processing orders through Salesforce OMS, with a focus on scalability and the ability to handle high volumes. Emphasis was placed on the solution's ability to improve customer experience by reducing errors and delays associated with manual data entry, all while maintaining regulatory compliance in industries such as healthcare and life sciences.
<html><head></head><body>• The integration of Salesforce Order Management, MuleSoft, and intelligent document processing enables efficient handling of unstructured order data, reducing reliance on manual entry.• Demonstrations of live code and the use of Salesforce flows highlighted the practical application and ease of managing orders from various sources on a unified platform.• The session provided insights into the significant impact of AI on order processing, with examples from industries like retail and healthcare, emphasizing improved customer experience and regulatory compliance.</body></html>
Session Summary by Einstein
https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915689598001QxXC
Yes
<a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915689598001QxXC">Report a Concern</a>
Theater
This session is first come, first seated. You do not have a reserved seat.
Yes
Yes
Moscone West, Level 2
Moscone West
1:00 p.m. Tuesday, Sep 17
Tuesday, Sep 17
Power Intelligent Order Processing with OMS
New Salesforce offerings are unlocking legacy EDI and PDF order channels. See how B2B companies and Saltbox use these packages with Order Management System (OMS) to automate new order channels.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Summary by Einstein
Session Type: Theater
- Tuesday, Sep 171:30 PM - 1:50 PM PDT
 
 (8:30 PM - 8:50 PM GMT)
 Moscone West, L2, Codey Theater
Yes
Sales
Service
Consumer Goods
Agentforce Consumer Goods
Data 360
Artificial Intelligence
Intermediate
Keynote
Yes
The Salesforce conference showcased a myriad of product innovations, emphasizing the integration of AI, data, and CRM to overcome growth challenges in the consumer goods industry. Notably, Consumer Goods Cloud was highlighted as a pivotal platform, designed to eliminate data silos and facilitate the fusion of B2B and B2C data. The session revealed that nearly half of AI projects fail to reach production due to an inability to demonstrate value, emphasizing the importance of actionable data. Furthermore, the introduction of Data Cloud and Agentforce for Consumer Goods Cloud promises to revolutionize trade promotion management and retail execution by embedding AI directly into the workflow, improving efficiency and driving profitable growth.
<html><head></head><body>• Consumer Goods Cloud is central to transforming the industry by creating a unified data platform that drives actionable insights and profitable growth.• Incorporating AI into daily operations, such as trade promotion optimization and inventory management, is vital for increasing productivity and ensuring AI projects deliver tangible value.• The integration of planning and execution in Consumer Goods Cloud, complemented by AI, enables brands to execute promotions accurately and personalize service experiences, leading to significant improvements in sales and customer engagement.</body></html>
Available on Salesforce+
Session Summary by Einstein
https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915724122001QIHa
Understand how consumer goods companies are uniting and activating data as a foundation for AI.
Learn how to improve your route-to-market with integrated planning and execution and new innovations.
See how embedded AI comes to life in the flow of work across integrated planning and execution.
Yes
<a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915724122001QIHa">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/retail_&_consumer_goods_at_dreamforce_2024/episode/episode-s1e6">Watch now</a>
1:00 p.m. Tuesday, Sep 17
Tuesday, Sep 17
Consumer Goods Keynote: Profitable Growth with #1 AI CRM
AI + Data are changing consumer goods (CG) faster than ever. See how leading CG companies partner with Salesforce to deliver profitable growth through integrated, intelligent planning and execution.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Summary by Einstein
Session Type: Keynote
- Tuesday, Sep 171:45 PM - 2:35 PM PDT
 
 (8:45 PM - 9:35 PM GMT)
 InterContinental, L3, Grand Ballroom ABC
Yes
Service
Agentforce Service
Artificial Intelligence
Beginner
Breakout
Yes
The recent Salesforce conference showcased the transformative potential of unified knowledge management for AI-powered customer service, with demonstrations of practical applications and customer success stories. Emphasis was placed on the seamless integration of knowledge from various sources, including Google Docs, Confluence, and Salesforce Knowledge, into a unified knowledge base accessible via Salesforce's Service Cloud. The integration enables both customers and service reps to receive contextually relevant and accurate generative AI-driven answers, streamlining the service process and enhancing overall efficiency. Additionally, the introduction of Agentforce, a generative AI service agent, promises to provide empathetic and brand-aligned customer interactions, significantly reducing the workload on service representatives and potentially lowering operational costs.
<html><head></head><body>• Unified knowledge management allows for the consolidation of disparate knowledge sources into a single Salesforce knowledge base, improving service rep efficiency and customer self-service capabilities.• Agentforce, Salesforce's generative AI service agent, can autonomously handle customer queries with empathy and precision, adhering to brand guidelines and knowledge grounding.• Future enhancements include multilingual support and region-specific content curation, aiming to personalize the customer experience further and address the needs of global companies like Hilton.</body></html>
Session Summary by Einstein
https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915939604001Qdij
Yes
<a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915939604001Qdij">Report a Concern</a>
Breakout
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
1:00 p.m. Tuesday, Sep 17
Tuesday, Sep 17
Unify Knowledge Sources to Drive AI-Powered Service
Increase case deflection with intelligent service experiences fueled by your knowledge base. Learn how new generative AI and knowledge innovations deliver faster time to value.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Summary by Einstein
Session Type: Breakout
- Tuesday, Sep 171:45 PM - 2:30 PM PDT
 
 (8:45 PM - 9:30 PM GMT)
 Moscone West, L3, Room 3022
Yes
Sales
Service
Travel, Transportation, and Hospitality
Agentforce Sales
Agentforce Service
Intermediate
Theater
Yes
The VP of Platform and Architecture from Vacasa shared insights into how their company utilizes Salesforce to enhance homeowner and guest experiences, emphasizing the importance of technology and innovation in driving business success. Vacasa, a leading short-term rental vacation platform in North America, has leveraged Salesforce to manage properties efficiently, offering a 360-degree view of property profiles and customer profiles, which has significantly improved response times and issue resolution. The renewed partnership with Salesforce was highlighted as a critical component in providing exceptional service, with specific mention of the email-to-case functionality that has drastically reduced communication issues. Furthermore, the session revealed Vacasa's intention to adopt new Salesforce features such as Service Cloud Voice and Field Service, demonstrating a commitment to continuous improvement and excellence in customer service.
Vacasa uses Salesforce as a foundation to provide a full-service approach, offering homeowners increased income and guests a seamless booking experience across various platforms. The adoption of Salesforce features has led to tangible business improvements, such as the email-to-case functionality that ensures no communication is lost and enhances response efficiency. Future plans include implementing Service Cloud Voice and exploring Field Service, showing Vacasa's proactive approach to leveraging Salesforce innovations for operational excellence.
Session Summary by Einstein
https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915722016001QaRm
Understand how to use Sales Cloud and Service Cloud to enhance customer service in hospitality.
Learn customer-centric strategies to transform the guest experience.
Gain insights from Vacasa's real-world examples and best practices.
Yes
<a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915722016001QaRm">Report a Concern</a>
Theater
This session is first come, first seated. You do not have a reserved seat.
Yes
Yes
InterContinental
1:00 p.m. Tuesday, Sep 17
Tuesday, Sep 17
Vacasa Elevates Hospitality with Exceptional Service
Discover how innovative technologies and customer-centric strategies revolutionize customer service. Learn best practices, real-world examples, and useful insights to elevate the guest experience.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Summary by Einstein
Session Type: Theater
- Tuesday, Sep 171:45 PM - 2:05 PM PDT
 
 (8:45 PM - 9:05 PM GMT)
 InterContinental, L5, InterContinental Ballroom A

2:00 PM PDT - Tuesday, Sep 17

Yes
Operations
Service
Einstein
Artificial Intelligence
Intermediate
Theater
Yes
During this Dreamforce session, James Torres from Bose Corporation detailed their journey in adopting Salesforce’s digital engagement platform, MIAW (Messaging for In-App and Web), alongside Einstein One and Agentforce, in collaboration with NeuraFlash. The presentation showcased how this partnership enabled the swift deployment of an MVP solution within just two months, strategically aligning with their peak season and paving the way for future innovation. Attendees were impressed by Bose’s seamless integration of generative AI to deliver a highly personalized, data-driven customer service experience. The session highlighted the powerful potential of combining AI with customer service solutions to drive transformative business results.
<html><head></head><body>• Bose Corporation's commitment to customer centricity was bolstered by the implementation of Salesforce's MEOW, resulting in an intuitive and seamless customer service experience.• The partnership's success was attributed to shared values, collaboration, and a focus on rapid, global deployment while building a robust foundation for future scaling.• Demonstrations of the MVP and future phase plans revealed the potential of integrating generative AI to provide personalized support and proactive cross-selling opportunities.</body></html>
Session Summary by Einstein
https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718916049399001QXtu
Discover how Bose, with Salesforce and NeuraFlash, migrated their digital channels to the MIAW platform in just two months.
Uncover the motivations behind the transition, the importance of staying on Salesforce, and how NeuraFlash provided value.
Analyze Bose's MIAW success and explore their future roadmap for leveraging MIAW capabilities.
Yes
<a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718916049399001QXtu">Report a Concern</a>
Theater
This session is first come, first seated. You do not have a reserved seat.
Yes
Yes
Campground
Moscone North
2:00 p.m. Tuesday, Sep 17
Tuesday, Sep 17
1st Global MIAW Migration Empowered by Einstein 1
Bose quickly shifted from Sprinklr to Salesforce’s MIAW platform in only two months, aiming to customize the customer support journey and gain access to Einstein 1 functionalities.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Summary by Einstein
Session Type: Theater
- Tuesday, Sep 172:00 PM - 2:20 PM PDT
 
 (9:00 PM - 9:20 PM GMT)
 Moscone North, LL, Campground, Theater 4
Yes
Service
Agentforce Service
AppExchange
Productivity
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
11:00 a.m. Thursday, Sep 19
2:00 p.m. Tuesday, Sep 17
Thursday, Sep 19
Tuesday, Sep 17
4 Ways to Drive Success & Innovation with Apps
Learn how a global leader in storage and information management services is scaling and enhancing service, sales and DevOps with AppExchange apps.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Type: Theater
- Tuesday, Sep 172:00 PM - 2:20 PM PDT
  
  (9:00 PM - 9:20 PM GMT)
  Moscone West, L1 Forest, AppExchange Theater
Yes
Service
Agentforce Service
Agentforce
Artificial Intelligence
Beginner
Theater
Yes
The recent Salesforce conference unveiled the innovative Agentforce Service Agent, a game-changing autonomous agent designed to revolutionize customer support by providing dynamic, conversational, and actionable experiences beyond traditional chatbot capabilities. With its ability to engage customers across various channels, including SMS and WhatsApp, and offer 24/7 service in natural language, this autonomous agent leverages the Salesforce platform's trusted data and AI reasoning to deliver accurate responses. It simplifies implementation for businesses with its rapid setup using pre-built templates and low to no code, allowing for the easy creation of conversational topics, instructions, and actions. The session demonstrated how Agentforce Service Agent can be customized and scaled for different industries, significantly improving productivity and customer satisfaction.
<html><head></head><body>• Agentforce Service Agent can analyze customer inquiries using generative AI, create action plans, and execute solutions grounded in trusted Salesforce data, making customer service more efficient.• The agent's setup process is user-friendly, with pre-built templates and existing Salesforce objects like flows or prompts, enabling quick deployment across multiple industries.• Salesforce's forward-looking statement reminds users to base purchasing decisions on currently available products, ensuring a focus on the present capabilities of the Agentforce Service Agent.</body></html>
Available on Salesforce+
Session Summary by Einstein
https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915952347001Q9iP
Learn what Agentforce Service Agent is and how it works.
Learn how Agentforce Service Agent can improve overall customer satisfaction.
Learn how quickly you can get set up with Agentforce Service Agent.
Yes
<a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915952347001Q9iP">Report a Concern</a>
Theater
Available on Salesforce+
This session is first come, first seated. You do not have a reserved seat.
Yes
Yes
Moscone West, Level 2
Moscone West
<a href="https://www.salesforce.com/plus/experience/Dreamforce_2024/series/service_at_dreamforce_2024/episode/episode-s1e25">Watch now</a>
2:00 p.m. Tuesday, Sep 17
Tuesday, Sep 17
Agentforce Service Agent: What Is It and How Does It Work?
Say hello to Agentforce Service Agent, an autonomous AI agent for customer support. Learn what Agentforce Service Agent is and how it uses your data to deliver trusted responses.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Summary by Einstein
Session Type: Theater
- Tuesday, Sep 172:00 PM - 2:20 PM PDT
 
 (9:00 PM - 9:20 PM GMT)
 Moscone West, L2, Room 2000
Yes
IT
Service
Technology
Agentforce Service
Artificial Intelligence
Beginner
Roundtable
Yes
Learn how service leaders are navigating the adoption, challenges, and opportunities of AI.
Discuss how service leaders are thinking about their contact center plans for the next 3-5 years.
Roundtable
Reserved seating
By selecting “Schedule” you are reserving a seat. Please show up 10 mins prior to the session or we will release your seat. If a session is full, you still can join the standby line onsite.
Yes
Visible
Moscone West, Level 2
Lodge Village
Moscone West
10:00 a.m. Thursday, Sep 19
2:00 p.m. Tuesday, Sep 17
Thursday, Sep 19
Tuesday, Sep 17
Boost Contact Center Productivity and Lower Costs with AI
AI is unlocking unprecedented scale and efficiency for service teams. Deliver self-service bots for common asks and assist agents and supervisors to help agents with complex cases.
Important: By selecting “Schedule” you are reserving a seat. Please show up 10 mins prior to the session or we will release your seat. If a session is full, you still can join the standby line onsite.
Session Type: Roundtable
- Tuesday, Sep 172:00 PM - 3:00 PM PDT
  
  (9:00 PM - 10:00 PM GMT)
  Moscone West, L2, Service Lodge Roundtable 3
Yes
Operations
Service
Agentforce Field Service
Agentforce Service
Productivity
Beginner
Workshop
Yes
Please bring your own laptop to participate.
See how technicians use gen AI to provide important customer data, asset history, and service records before each job.
Discover how technicians can use Einstein Copilot to provide relevant answers and get jobs completed faster.
Try building prompt templates. Learn how these templates provide gen AI Pre-Work Brief summaries using Salesforce data.
Workshop
Reserved seating
By selecting “Schedule” you are reserving a seat. Please show up 10 mins prior to the session or we will release your seat. If a session is full, you still can join the standby line onsite.
Yes
Visible
Moscone West, Level 2
Moscone West
2:00 p.m. Tuesday, Sep 17
Tuesday, Sep 17
Get Hands-on with Field Service for Mobile Workers
Learn how to boost productivity with the Field Service mobile app. Test and configure time-saving features like Einstein Copilot, safety checklists, workflows, LWCs, and more. Bring a mobile device.
Important: By selecting “Schedule” you are reserving a seat. Please show up 10 mins prior to the session or we will release your seat. If a session is full, you still can join the standby line onsite.
Required equipment: Please bring your own laptop to participate.
Session Type: Workshop
- Tuesday, Sep 172:00 PM - 3:00 PM PDT
  
  (9:00 PM - 10:00 PM GMT)
  Moscone West, L2, Room 2010
Yes
Operations
Sales
Service
Healthcare and Life Sciences
Public Sector
Consumer Goods
Agentforce Health
Einstein
Agentforce Life Sciences
Customer Relationships
Beginner
Keynote
Yes
The recent Salesforce conference featured a powerful session that intertwined the impact of music therapy with the innovative advancements in Salesforce's health and Life Sciences offerings, including Life Sciences Cloud and Agentforce. The session opened with a live music therapy demonstration, highlighting its therapeutic benefits and the importance of community in healing, and transitioned into a $20,000 donation to UCSF Children's Hospital by Salesforce in recognition of Childhood Cancer Awareness Month. The narrative then shifted to a comprehensive overview of Salesforce's commitment to transforming healthcare through data-driven solutions, AI, and connected experiences across the healthcare ecosystem. With presentations and demonstrations, the session showcased Salesforce's latest innovations, such as Health Cloud for providers, payer solutions, and Life Sciences Cloud for customer engagement, all aimed at enhancing patient care, provider efficiency, and overall health outcomes by leveraging the power of AI and a unified data platform.
<html><head></head><body>• Salesforce's Health Cloud solution has evolved to provide providers and payers with a platform that promises better efficiency and fewer out-of-network claims, thanks to a unified view of data and connected patient experiences.• Agentforce, Salesforce's AI-driven tool, was highlighted as a critical component in streamlining operations from patient queries to clinical trial candidate matching, emphasizing its role in enhancing customer engagement and operational efficiency.• Life Sciences Cloud for customer engagement was introduced as an innovative solution designed to empower sales and medical teams with insights and tools for quality interactions, illustrating Salesforce's continuous expansion and support for the healthcare industry.</body></html>
Available on Salesforce+
Session Summary by Einstein
https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915849159001QKdW
Hear about prescriptive healthcare and life sciences solutions powered by data and AI.
Explore Life Sciences Cloud and our latest product innovations and strategies to transform the health experience.
Hear how leading Trailblazers are connecting patients, members, and providers to the right outcomes with Salesforce.
Yes
<a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915849159001QKdW">Report a Concern</a>
Keynote
Available on Salesforce+
This session is first come, first seated. You do not have a reserved seat.
Yes
Yes
Moscone West, Level 3
Moscone West
<a href="https://www.salesforce.com/plus/experience/Dreamforce_2024/series/healthcare_&_life_sciences_at_dreamforce_2024/episode/episode-s1e2">Watch now</a>
2:00 p.m. Tuesday, Sep 17
Tuesday, Sep 17
Keynote: Your Prescription for Healthier Connections with AI
Learn how connected data and AI-powered solutions can improve outcomes and transform your interactions with patients, members, providers, and partners.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Summary by Einstein
Session Type: Keynote
- Tuesday, Sep 172:00 PM - 2:50 PM PDT
 
 (9:00 PM - 9:50 PM GMT)
 Moscone West, L3, Keynote Room
Yes
Sales
Service
Agentforce Sales
Agentforce Service
Customer Relationships
Beginner
Theater
Yes
This session showcased a customer's advancements in leveraging AI to enhance customer service efficiency, with the deployment of Einstein GPT for handling 1200 emails weekly, resulting in substantial time and cost savings. The integration of Service Cloud Voice has been pivotal in reducing call handling times by 40 seconds per call and improving customer identification, contributing to a digital transformation that led to a shift from phone to live chat as the dominant communication channel. This transformation is not only about technology but also about people, as evidenced by the story of a long-time agent who embraced the change, signifying a successful adoption of AI within the service teams. The session highlighted a future increase in customer service capacity, from serving 30 customers per day in 2023 to an anticipated 60 in 2024, emphasizing the role of AI in scaling operations while maintaining a human touch.
<html><head></head><body>• Service Cloud Voice and Einstein GPT collectively contributed to a 30% resolution of calls through conversational AI and a projected increase in customer service capacity, demonstrating the effectiveness of Salesforce's AI solutions.• The digital shift from phone to live chat represents a broader trend in customer communication preferences, with live chat usage increasing from 12% to 41%, underscoring the importance of adapting to changing customer behaviors.• The session underscored a commitment to purpose and vision, with AI adoption transparently aimed at growth and scalability, not replacing jobs, which was crucial for gaining workforce trust and advocacy.</body></html>
Session Summary by Einstein
https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915954207001QYuI
Hear from a customer who has recently undergone a contact center transformation, including pitfalls to avoid and advice.
Understand how to personalize service when voice calls are integrated with digital channels and customer data.
Learn how to help agents work more efficiently on the phone with the help of AI.
Yes
<a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915954207001QYuI">Report a Concern</a>
Theater
This session is first come, first seated. You do not have a reserved seat.
Yes
Yes
Moscone West, Level 3
Moscone West
2:00 p.m. Tuesday, Sep 17
Tuesday, Sep 17
Make Every Call Count: Voice Gets Smarter with AI and Data
Hear directly from a health plan provider on how it boosted agent efficiency and personalized service on phone calls by connecting all its channels, AI, and customer data.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Summary by Einstein
Session Type: Theater
- Tuesday, Sep 172:00 PM - 2:20 PM PDT
 
 (9:00 PM - 9:20 PM GMT)
 Moscone West, L3, Cloudy Theater
Yes
Service
Healthcare and Life Sciences
Agentforce Service
Data
Intermediate
Theater
Yes
In this session, Adventist Health's partnership between Salesforce and consulting partners, including PwC, was highlighted. The partnership has led to a 44% increase in data management capacity and a 31% rise in digital technology adoption for customers. Speakers showcased Adventist Health's journey, where they leveraged a multi-cloud solution, including Health Cloud, Marketing Cloud, Data Cloud, and MuleSoft, to integrate disparate data sources, resulting in a significant boost in agent productivity and customer satisfaction. Key metrics revealed a 20% reduction in abandonment rate, 24% improvement in call handle time, and a 2-3% decrease in appointment no-shows, illustrating the substantial impact of Salesforce's multi-cloud solutions on healthcare operations.
<html><head></head><body>• Adventist Health's implementation of a multi-cloud solution including Health Cloud, Marketing Cloud, Data Cloud, and MuleSoft, led to remarkable improvements in their digital transformation efforts.• The partnership with PwC enabled Adventist Health to harness the power of over 15 different API connections, integrating multiple systems to create a comprehensive consumer data platform.• Through the use of Salesforce's suite of tools, Adventist Health not only improved operational metrics but also achieved app rationalization, reducing system complexity and cybersecurity risks.</body></html>
Session Summary by Einstein
https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915772441001QakI
Yes
<a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915772441001QakI">Report a Concern</a>
Theater
This session is first come, first seated. You do not have a reserved seat.
Yes
Yes
Moscone West, Level 2
Moscone West
2:00 p.m. Tuesday, Sep 17
Tuesday, Sep 17
Unlocking Data for Patient Loyalty to Drive Revenue
Hear how a 12-month multicloud project improved handle time, reduced abandonment, increased revenue, and automated PRM and referral processing to help meet patient expectations through data insights.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Summary by Einstein
Session Type: Theater
- Tuesday, Sep 172:00 PM - 2:20 PM PDT
 
 (9:00 PM - 9:20 PM GMT)
 Moscone West, L2, Astro Theater
Yes
Operations
Service
Einstein
Data 360
Artificial Intelligence
Intermediate
Breakout
Yes
The session underscored the evolving landscape of AI and its impact on leadership, innovation, and skills within organizations. A notable focus was placed on the six hard truths revealed by an IBM survey of over 3000 CEOs, shedding light on the necessity for creativity, the emergence of new roles, and the importance of customer experience innovation. As companies like Ericsson and the MOL Group shared their journeys, the conversation pivoted toward leveraging platforms like Salesforce to drive digital transformation, emphasizing the significance of data integration, partner ecosystems, and the delicate balance between customization and scalability. The session ultimately highlighted the critical nature of aligning technology investments with long-term strategic goals and fostering a culture conducive to embracing AI and generative AI.
<html><head></head><body>• Over half of the surveyed CEOs are hiring for roles that didn't exist a year ago, indicating a rapid evolution of skills required in the workforce.• The MOL Group's utilization of generative AI and platforms like Salesforce has led to a significant increase in profitability and customer personalization.• Effective change management and a collaborative approach among C-suite executives are essential for successful AI adoption and digital transformation.</body></html>
Available on Salesforce+
Session Summary by Einstein
https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915997897001QJwe
Understand the challenges and opportunities of enterprise AI and what actions to consider.
Hear about best practices from clients around optimizing Data + AI + Trust.
Yes
<a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915997897001QJwe">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 West, Level 3
Moscone West
<a href="https://www.salesforce.com/plus/experience/Dreamforce_2024/series/customer_success_&_partners_at_dreamforce_2024/episode/episode-s1e11">Watch now</a>
2:00 p.m. Tuesday, Sep 17
Tuesday, Sep 17
6 Hard Truths to AI Adoption
Hear candid discussion from early adopter clients about the realities of enterprise AI adoption, ethics, impacts on people and culture, and the importance of executive leadership.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Summary by Einstein
Session Type: Breakout
- Tuesday, Sep 172:15 PM - 3:00 PM PDT
 
 (9:15 PM - 10:00 PM GMT)
 Moscone West, L3, Room 3016
Yes
Operations
Service
Agentforce Field Service
Agentforce Service
Beginner
Breakout
Yes
The session provided an overview of why two companies--TOMRA Collection and Warren Equipment--chose Salesforce for Field Service. The discussion highlighted both company's journeys from using spreadsheets and whiteboards to adopting Salesforce, aiming for a single source of truth, eliminating double data entry, and improving technician response times with enhanced scheduling optimization. With the help of a dedicated Salesforce partner, both organizations had smooth implementations and onboarded users quickly (TOMRA's implementation took just 4 months). Both customers are seeing success. TOMRA has been able to reduce the number of systems they need — for example, they previously used 6 systems to create a Work Order, now it's just 1 — and they can provide the same level of service across 30% more sites without additional headcount.
<html><head></head><body>• The organizations required a scalable solution to handle rapid growth and streamline operations, leading to the adoption of Salesforce for field service.• The implementation of Salesforce Field Service has yielded results, from an increase in efficiency, to decommissioning other tools, to supporting a 30% increase in sites without requiring additional headcount.• The session underscored the critical role of a Salesforce partner in achieving a successful implementation, which involves thorough understanding and alignment with the organization's goals.</body></html>
Session Summary by Einstein
https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1719944689479001PJze
Hear directly from a customer who evaluated Field Service solutions and ultimately chose Salesforce.
Discover specific features and capabilities that set Salesforce Field Service apart.
Understand the tangible business impact since implementation.
Yes
<a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1719944689479001PJze">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
2:00 p.m. Tuesday, Sep 17
Tuesday, Sep 17
Customer Panel: Why Salesforce for Field Service
Hear candid insights from our customer panel on why companies choose Salesforce Field Service over the competition. Join us to ask questions and get tips for navigating your field service journey.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Summary by Einstein
Session Type: Breakout
- Tuesday, Sep 172:15 PM - 3:00 PM PDT
 
 (9:15 PM - 10:00 PM GMT)
 Moscone West, L3, Room 3020
Yes
Service
Agentforce Service
Integration
Beginner
Theater
Yes
This session detailed a real-life case study where an organization significantly improved its customer and agent experiences by implementing Vonage Premier for Service Cloud Voice. Key metrics showcased included a 99% first call resolution rate, a 20% decrease in average case handling time, and a customer satisfaction score averaging 4.9 out of 5. The session emphasized the importance of the human factor in successful technology deployment, the utilization of Salesforce data for intelligent customer routing, and the potential for AI to further enhance customer service efficiency.
<html><head></head><body>• The integration of Service Cloud Voice was pivotal in the organization's strategy to streamline customer interactions and agent workflows.• Data and analytics from Salesforce played a crucial role in optimizing call routing and workforce management, ensuring a personalized customer experience.• Looking forward, the organization plans to leverage AI to handle routine tasks and improve the efficiency of its contact center operations.</body></html>
Session Summary by Einstein
https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718916068050001Qnl8
Find out how your business could benefit from Vonage Premier for Service Cloud Voice.
Learn how Vonage Premier for Service Cloud Voice can help you handle customer interactions across channels for a better CX.
Discover how you could bring more intelligence and engagement capabilities to your contact center.
Yes
<a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718916068050001Qnl8">Report a Concern</a>
Theater
This session is first come, first seated. You do not have a reserved seat.
Yes
Yes
Campground
Moscone North
2:00 p.m. Tuesday, Sep 17
Tuesday, Sep 17
Delivering Intelligent Customer Engagement with Vonage & SCV
Discover how the most intelligent contact center solution in the market has accelerated ACST’s ability to connect and engage.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Summary by Einstein
Session Type: Theater
- Tuesday, Sep 172:30 PM - 2:50 PM PDT
 
 (9:30 PM - 9:50 PM GMT)
 Moscone North, LL, Campground, Theater 4
Yes
Sales
Service
Automotive
Agentforce Automotive
Einstein
Artificial Intelligence
Beginner
Roundtable
Yes
Roundtable
Reserved seating
By selecting “Schedule” you are reserving a seat. Please show up 10 mins prior to the session or we will release your seat. If a session is full, you still can join the standby line onsite.
Yes
Visible
Moscone West, Level 2
Lodge Village
Moscone West
2:00 p.m. Tuesday, Sep 17
Tuesday, Sep 17
Developing Connected Vehicle Experiences That Inspire
See how your peers are harnessing driver, vehicle, and telematics data to develop new driver and vehicle experiences that drive growth and impact the bottom line.
Important: By selecting “Schedule” you are reserving a seat. Please show up 10 mins prior to the session or we will release your seat. If a session is full, you still can join the standby line onsite.
Session Type: Roundtable
- Tuesday, Sep 172:30 PM - 3:30 PM PDT
  
  (9:30 PM - 10:30 PM GMT)
  Moscone West, L2, Industries Lodge Roundtable 6
Yes
IT
Service
Automotive
Manufacturing
Agentforce Manufacturing
Agentforce Service
Artificial Intelligence
Intermediate
Roundtable
Yes
Explore how to overcome challenges in adopting AI.
Join us for a review of high-value AI use cases and effective implementation strategies.
Roundtable
Reserved seating
By selecting “Schedule” you are reserving a seat. Please show up 10 mins prior to the session or we will release your seat. If a session is full, you still can join the standby line onsite.
Yes
Visible
Moscone West, Level 2
Lodge Village
Moscone West
2:00 p.m. Tuesday, Sep 17
12:00 p.m. Thursday, Sep 19
Thursday, Sep 19
Tuesday, Sep 17
Manufacturing and Service: Preparing for the Future of AI
Join us for a discussion on the emerging AI technologies and future trends that will have the biggest impact on customer service in the manufacturing industry.
Important: By selecting “Schedule” you are reserving a seat. Please show up 10 mins prior to the session or we will release your seat. If a session is full, you still can join the standby line onsite.
Session Type: Roundtable
- Tuesday, Sep 172:30 PM - 3:30 PM PDT
  
  (9:30 PM - 10:30 PM GMT)
  Moscone West, L2, Service Lodge Roundtable 4
Yes
IT
Sales
Service
Agentforce Sales
Agentforce Service
Einstein
Artificial Intelligence
Beginner
Theater
Yes
At the recent DreamForce conference, Salesforce unveiled Agentforce, a transformative AI-powered platform set to launch in October, which promises to revolutionize how agents perform tasks on behalf of users. The platform, built on the Salesforce ecosystem and integrated with tools like Data Cloud and MuleSoft, will autonomously handle low-value, repetitive tasks, freeing up human time for more focused, high-value work. Agentforce is highlighted by its reasoning engine, allowing it to understand context, generate plans, and evaluate outputs for tasks such as order management and customer service inquiries. The demonstration showcased Agentforce's capabilities, including its integration with existing Salesforce flows, customization through Agent Builder, and its potential to scale across multiple business functions.
<html><head></head><body>• Agentforce is designed to alleviate the burden of low-value tasks, with statistics showing 41% of work time is consumed by such activities.• The Agentforce platform is fully customizable and scalable, ensuring a wide range of business needs can be met, and it will be able to interact with Data Cloud and external systems for comprehensive data access.• Attendees were encouraged to explore Agentforce further through the Launchpad for consultations, hands-on experiences, and deeper insights into the platform's capabilities.</body></html>
Available on Salesforce+
Session Summary by Einstein
https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915833467001Qjhn
Yes
<a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915833467001Qjhn">Report a Concern</a>
Theater
Available on Salesforce+
This session is first come, first seated. You do not have a reserved seat.
Yes
Yes
Moscone West, Level 2
Moscone West
<a href="https://www.salesforce.com/plus/experience/Dreamforce_2024/series/agentforce_&_data_cloud_at_dreamforce_2024/episode/episode-s1e20">Watch now</a>
11:00 a.m. Thursday, Sep 19
12:00 p.m. Tuesday, Sep 17
8:00 a.m. Wednesday, Sep 18
4:00 p.m. Tuesday, Sep 17
12:00 p.m. Wednesday, Sep 18
Wednesday, Sep 18
2:00 p.m. Tuesday, Sep 17
Thursday, Sep 19
Tuesday, Sep 17
3:00 p.m. Wednesday, Sep 18
9:00 a.m. Thursday, Sep 19
Meet Agentforce: Humans + AI + Data + Action
Discover how Agentforce brings together humans with AI agents to drive customer success. Learn how to build, customize, and deploy assistive and autonomous agents with low-code tools.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Summary by Einstein
Session Type: Theater
- Tuesday, Sep 172:30 PM - 2:50 PM PDT
 
 (9:30 PM - 9:50 PM GMT)
 Moscone West, L2, Einstein Theater

3:00 PM PDT - Tuesday, Sep 17

Yes
Operations
Service
Nonprofit
Agentforce Nonprofit
Beginner
Theater
Yes
This session detailed the transformative journey of the Rockefeller Foundation's (RF) grants management system, led by their Chief Technology Officer (CTO), with a focus on leveraging Salesforce to streamline processes and enhance impact measurement. The CTO's three-year tenure witnessed the discovery of antiquated systems and the initiation of a unified platform to standardize operations across the foundation. A strategic partnership with Slalom, LLC was formed to implement Salesforce, emphasizing the importance of change management and stakeholder engagement to transform processes. Key to the success was aligning the technology initiative with the foundation's mission, branding it as the 'One RF Mission Accelerator' to foster adoption and drive the organization towards a more cohesive and efficient future.
<html><head></head><body>• The Rockefeller Foundation leveraged Salesforce to unify disparate systems and processes, simplifying their grants management and improving operational efficiency.• Change management was a critical component of the implementation, with a comprehensive stakeholder engagement strategy that included training, user acceptance testing, and consistent communication to ensure buy-in across the organization.• The initiative was cleverly branded as the 'One RF Mission Accelerator' to align with the foundation's broader goals, underscoring the project's significance beyond just a technological upgrade.</body></html>
Session Summary by Einstein
https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915900633001QXTz
Understand the importance of change.
Learn the importance of getting people engaged and accept ownership.
Learn more about the role of leadership in change management.
Yes
<a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915900633001QXTz">Report a Concern</a>
Theater
This session is first come, first seated. You do not have a reserved seat.
Yes
Yes
InterContinental
Tuesday, Sep 17
3:00 p.m. Tuesday, Sep 17
Change Is Hard: Lessons in Change Management for Nonprofits
Discover best practices for successful implementation, including how to get executives and staff on board, effective communication during project and launch, and how to maintain success post-launch.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Summary by Einstein
Session Type: Theater
- Tuesday, Sep 173:00 PM - 3:20 PM PDT
 
 (10:00 PM - 10:20 PM GMT)
 InterContinental, L3, Union Square
Yes
IT
Operations
Service
Energy and Utilities
Public Sector
Agentforce Energy and Utilities
Agentforce Field Service
Intermediate
Keynote
Yes
Salesforce's Energy & Utilities Keynote focused on Trust, Data and AI and how companies like Alia, Iberdrola and Neoenergia are leveraging Salesforce's Energy & Utilities 360 to navigate the complexities of the energy transition. The sessions highlighted the gap in trust & value that is slowing the energy transition and the potential at the intersection of Trust, Data and AI to drive business results and operational efficiencies. Iberdrola and Neoenergia shared their field service implementation across various countries whilst Alia Ambientali Servizi talked about how they are promoting sustainable engagement across Tuscany. Innovations such as the connected Energy and Utilities 360, Agentforce for Energy & Utilities as well as Embedded AI Actions and Enhanced Field Service, demonstrated Salesforce's commitment to supporting companies in achieving net zero goals and enhancing customer engagement through technology.
<html><head></head><body>• Salesforce's Energy & Utilities Keynote focused on Trust, Data and AI and how companies like Alia, Iberdrola and Neoenergia are leveraging Salesforce's Energy & Utilities 360 to navigate the complexities of the energy transition. The sessions highlighted the gap in trust & value that is slowing the energy transition and the potential at the intersection of Trust, Data and AI to drive business results and operational efficiencies. Iberdrola and Neoenergia shared their field service implementation across various countries whilst Alia Ambientali Servizi talked about how they are promoting sustainable engagement across Tuscany. Innovations such as the connected Energy and Utilities 360, Agentforce for Energy & Utilities as well as Embedded AI Actions and Enhanced Field Service, demonstrated Salesforce's commitment to supporting companies in achieving net zero goals and enhancing customer engagement through technology.</body></html>
Available on Salesforce+
Session Summary by Einstein
https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915836319001QHa1
Discover how building a unified system can restore trust in the energy and utility sector, creating a sustainable future.
Learn how E&U Cloud unifies ecosystems and consolidates data into one AI-powered, reliable, and actionable view.
See how Salesforce AI enhances workflows, boosts efficiency, cuts costs, improves safety, and enhances customer interactions.
Yes
<a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915836319001QHa1">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
Tuesday, Sep 17
3:00 p.m. Tuesday, Sep 17
Keynote: Trust, AI, and the Energy Transition
Energy and utility companies power the global economy. Hear from companies using AI, data, and CRM to deliver clean energy fast and at scale, while building trust with customers and stakeholders.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Summary by Einstein
Session Type: Keynote
- Tuesday, Sep 173:00 PM - 3:50 PM PDT
 
 (10:00 PM - 10:50 PM GMT)
 InterContinental, L3, Grand Ballroom ABC
Yes
Data Analyst
Operations
Service
Tableau
Einstein
Artificial Intelligence
Intermediate
Theater
Yes
The session demonstrated the synergy between Tableau Pulse and Einstein Model Builder within Salesforce's ecosystem, illustrating how these tools empower users to derive actionable insights and prescriptive analytics from their CRM data. Attendees experienced a hands-on demo showcasing the integration of Tableau Pulse within Salesforce, revealing the ease with which KPIs and analytics can be embedded into daily workflows to enhance decision-making. The presentation highlighted the no-code aspect of Tableau Pulse and the predictive capabilities of Einstein Model Builder, both aimed at increasing efficiency in customer service management through data-driven recommendations. The session culminated in emphasizing the accessibility and potential for these tools to streamline analytics in various business scenarios, inviting further engagement post-demo for personalized queries.
<html><head></head><body>• Tableau Pulse provides a no-code solution for embedding crucial KPIs and analytics within Salesforce, enabling users to act on data without extensive technical expertise.• Einstein Model Builder in Data Cloud offers predictive insights and actionable recommendations, optimizing customer satisfaction and service outcomes.• The seamless integration of Tableau dashboards and analytics into Salesforce workflows exemplifies the platform's commitment to enhancing user efficiency and data accessibility.</body></html>
Session Summary by Einstein
https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718916141506001Qqbd
Learn how to combine Tableau Pulse, Tableau dashboards, and Salesforce to centralize analytics in everyday workflows.
Discover how to incorporate Einstein improvements into your BI and reporting strategy.
Understand how to take actions from the insights given by Tableau Pulse, embedded directly into Salesforce.
Yes
<a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718916141506001Qqbd">Report a Concern</a>
Theater
This session is first come, first seated. You do not have a reserved seat.
Yes
Yes
Moscone West, Level 3
Moscone West
<a href="https://www.salesforce.com/plus/experience/Dreamforce_2024/series/data_&_analytics_at_dreamforce_2024/episode/episode-s1e12">Watch now</a>
2:00 p.m. Wednesday, Sep 18
Wednesday, Sep 18
Tuesday, Sep 17
3:00 p.m. Tuesday, Sep 17
Superpower CRM with Tableau Pulse and Einstein Model Builder
Learn how to augment Salesforce with Tableau Pulse AI-powered insights enriched via AI models to predict what will happen next and identify improvements.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Summary by Einstein
Session Type: Theater
- Tuesday, Sep 173:00 PM - 3:20 PM PDT
 
 (10:00 PM - 10:20 PM GMT)
 Moscone West, L3, Tableau Theater
Yes
Consultant
Architect
Service
Agentforce Service
Einstein
Artificial Intelligence
Intermediate
Theater
Yes
During the insightful Salesforce conference session, the speaker, a member of the product team, shared their expertise on elevating customer experiences by utilizing Salesforce technologies to transition from basic bot interactions to more advanced, actionable bot engagements. The discussion focused on channel strategy, bot maturity progression from level one to level four, and the importance of a robust data strategy, underpinned by the use of Data Cloud and MuleSoft for seamless integration. The speaker emphasized that merely implementing Salesforce solutions does not guarantee success; instead, strategic application in tandem with a well-thought-out data infrastructure is crucial. The session also demonstrated the transition from regurgitating knowledge articles to bots capable of performing actions, such as scheduling or modifying orders, highlighting the potential for achieving significant deflection rates and customer satisfaction through advanced bot capabilities.
<html><head></head><body>• The speaker outlined a framework for channel strategy, emphasizing the need to align bot interactions with voice and chat to determine appropriate use cases for bot deployment.• Bot maturity can be enhanced from basic FAQ interactions to transactional and action-taking capabilities, with a goal to achieve level four bots that can autonomously perform customer requests.• A solid data strategy, including the use of Salesforce's Data Cloud and MuleSoft for integration, is essential for supporting advanced generative bots and ensuring the full realization of Salesforce investment.</body></html>
Available on Salesforce+
Session Summary by Einstein
https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915956743001QMYq
Define your channel strategy to ensure the right channel(s) is offered for each contact driver.
Identify four levels of bot maturity to ensure your bot can act on issues, not simply summarize knowledge articles.
Phase your data strategy to engage IT partners and reduce time to value.
Yes
<a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915956743001QMYq">Report a Concern</a>
Theater
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-s1e30">Watch now</a>
2:00 p.m. Thursday, Sep 19
Thursday, Sep 19
Tuesday, Sep 17
3:00 p.m. Tuesday, Sep 17
3 Steps To Unleash the Power of Generative Bots
Learn practical steps and techniques to develop a bot strategy for your business. This will unlock increased effectiveness of your channels and generative bots.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Summary by Einstein
Session Type: Theater
- Tuesday, Sep 173:30 PM - 3:50 PM PDT
 
 (10:30 PM - 10:50 PM GMT)
 Moscone West, L3, Cloudy Theater
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>• 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.</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
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.
Session Summary by Einstein
Session Type: Breakout
- Tuesday, Sep 173:30 PM - 4:15 PM PDT
 
 (10:30 PM - 11:15 PM GMT)
 Moscone West, L3, Room 3016
Yes
Administrator
IT
Service
Agentforce 360 Platform
Agentforce Service
Einstein
Artificial Intelligence
Intermediate
Workshop
Yes
Please bring your own laptop to participate.
Learn how to build out an Einstein Service Agent.
Discover best practices for building out your topics, instructions, and actions.
Workshop
Reserved seating
By selecting “Schedule” you are reserving a seat. Please show up 10 mins prior to the session or we will release your seat. If a session is full, you still can join the standby line onsite.
Yes
Visible
Moscone West, Level 2
Moscone West
11:00 a.m. Thursday, Sep 19
10:00 a.m. Thursday, Sep 19
Wednesday, Sep 18
11:00 a.m. Wednesday, Sep 18
Thursday, Sep 19
Tuesday, Sep 17
3:00 p.m. Tuesday, Sep 17
Customize Your Own Agentforce Service Agent
Learn how Agentforce Service Agent uses out of the box templates that you can extend and customize with actions, topics, and knowledge to serve your customers faster.
Important: By selecting “Schedule” you are reserving a seat. Please show up 10 mins prior to the session or we will release your seat. If a session is full, you still can join the standby line onsite.
Required equipment: Please bring your own laptop to participate.
Session Type: Workshop
- Tuesday, Sep 173:30 PM - 4:30 PM PDT
  
  (10:30 PM - 11:30 PM GMT)
  Moscone West, L2, Room 2006
Yes
Operations
Service
Agentforce Service
Beginner
Roundtable
Yes
Learn how to define key metrics and align around value drivers.
Understand how to build, implement, and deploy solutions.
Discover how to audit data and use reports and dashboards.
Roundtable
Reserved seating
By selecting “Schedule” you are reserving a seat. Please show up 10 mins prior to the session or we will release your seat. If a session is full, you still can join the standby line onsite.
Yes
Visible
Marriot Marquis
Wednesday, Sep 18
Tuesday, Sep 17
3:00 p.m. Tuesday, Sep 17
3:00 p.m. Wednesday, Sep 18
Enhance Your Customer Service
In this Circle of Success, discuss digital engagement success strategies. Learn best practices on chat, messaging, and bots to help customers via their preferred digital channels.
Important: By selecting “Schedule” you are reserving a seat. Please show up 10 mins prior to the session or we will release your seat. If a session is full, you still can join the standby line onsite.
Session Type: Roundtable
- Tuesday, Sep 173:30 PM - 4:10 PM PDT
  
  (10:30 PM - 11:10 PM GMT)
  Marriott, Level B2, Salon 1
Yes
Operations
Service
Agentforce Field Service
Agentforce Service
Artificial Intelligence
Intermediate
Roundtable
Yes
Understand from other companies, across industry, how they managed the process of implementing Salesforce Field Service.
Get the best tips from thought leaders and product experts on how to migrate their field service management tools.
Interact directly with experts on the field service product & get their take on bringing Field Service to your organization.
Roundtable
Reserved seating
By selecting “Schedule” you are reserving a seat. Please show up 10 mins prior to the session or we will release your seat. If a session is full, you still can join the standby line onsite.
Yes
Visible
Moscone West, Level 2
Lodge Village
Moscone West
1:00 p.m. Thursday, Sep 19
Thursday, Sep 19
Tuesday, Sep 17
3:00 p.m. Tuesday, Sep 17
Field Service Change Management in the Age of AI
Engage in an expert-led discussion on practical tips for getting your entire field service teams — from the back office to the front line — embracing AI and other cutting-edge technology.
Important: By selecting “Schedule” you are reserving a seat. Please show up 10 mins prior to the session or we will release your seat. If a session is full, you still can join the standby line onsite.
Session Type: Roundtable
- Tuesday, Sep 173:30 PM - 4:30 PM PDT
  
  (10:30 PM - 11:30 PM GMT)
  Moscone West, L2, Service Lodge Roundtable 3
Yes
Service
Agentforce Service
Productivity
Beginner
Workshop
Yes
Please bring your own laptop to participate.
Workshop
Reserved seating
By selecting “Schedule” you are reserving a seat. Please show up 10 mins prior to the session or we will release your seat. If a session is full, you still can join the standby line onsite.
Yes
Visible
Moscone West, Level 2
Moscone West
2:00 p.m. Thursday, Sep 19
Thursday, Sep 19
Tuesday, Sep 17
3:00 p.m. Tuesday, Sep 17
Get Hands-on with Case Management
Join us for a hands-on session to create your case process and internal knowledge base with Service Cloud. Use automation, dashboards, and unified experiences to resolve cases faster and reduce costs.
Important: By selecting “Schedule” you are reserving a seat. Please show up 10 mins prior to the session or we will release your seat. If a session is full, you still can join the standby line onsite.
Required equipment: Please bring your own laptop to participate.
Session Type: Workshop
- Tuesday, Sep 173:30 PM - 4:30 PM PDT
  
  (10:30 PM - 11:30 PM GMT)
  Moscone West, L2, Room 2010
Yes
Service
Automotive
Manufacturing
Agentforce Manufacturing
Agentforce Automotive
Intermediate
Workshop
Yes
Please bring your own laptop to participate.
Workshop
Reserved seating
By selecting “Schedule” you are reserving a seat. Please show up 10 mins prior to the session or we will release your seat. If a session is full, you still can join the standby line onsite.
Yes
Visible
Moscone West, Level 2
Moscone West
Tuesday, Sep 17
3:00 p.m. Tuesday, Sep 17
Get Hands on with Connected Assets and Asset-Centric Service
Join our workshop on Connected Assets & product service campaigns. Manage event data, connected assets & service upsell using Context Service, Data Processing Engine & Actionable Event Orchestration.
Important: By selecting “Schedule” you are reserving a seat. Please show up 10 mins prior to the session or we will release your seat. If a session is full, you still can join the standby line onsite.
Required equipment: Please bring your own laptop to participate.
Session Type: Workshop
- Tuesday, Sep 173:30 PM - 4:30 PM PDT
  
  (10:30 PM - 11:30 PM GMT)
  Moscone West, L2, Room 2002
Yes
IT
Sales
Service
Agentforce Service
Sales Performance Management
Agentforce
Artificial Intelligence
Intermediate
Theater
Yes
The recent DreamForce conference showcased significant advancements in Salesforce's Agentforce, demonstrating the company's commitment to incorporating user feedback into its product enhancements. With the release of a new reasoning engine, Agentforce has become more conversational and natural, while the addition of web search and GPT-4 integration has made the tool more reliable, faster, and cost-effective. The re-engineered standard actions have drastically improved performance, and the integration with Slack has streamlined workflows by consolidating experiences. Moreover, the session highlighted Agentforce's new multi-language support, utterance analysis for better adoption, and the extension of the agent's capabilities beyond the user interface, indicating a strategic roadmap for future development.
<html><head></head><body>• Agentforce's new reasoning engine and GPT-4 integration have transformed its interaction capabilities, offering a more natural conversational flow and reducing operational costs.• The Agentforce update has brought web search into the assistant, allowing users to combine internet searches with Salesforce data for comprehensive responses, complete with trust-enhancing citations.• Future enhancements for Agentforce include advanced analytics, extended slack integration, and the ability to use Agentforce's capabilities without the UI for more flexible workflows.</body></html>
Available on Salesforce+
Session Summary by Einstein
https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915827272001QI4x
Yes
<a href="https://docs.google.com/forms/d/e/1FAIpQLSfnK-8TwV1n7FqNXmJnsQAT6hYTDBRTShgx1CTXvB4mjgEV6w/viewform?usp=pp_url&entry.996201328=1718915827272001QI4x">Report a Concern</a>
Theater
Available on Salesforce+
This session is first come, first seated. You do not have a reserved seat.
Yes
Yes
Moscone South
Moscone West, Level 2
Content Pavilion
Moscone West
<a href="https://www.salesforce.com/plus/experience/Dreamforce_2024/series/agentforce_&_data_cloud_at_dreamforce_2024/episode/episode-s1e19">Watch now</a>
2:00 p.m. Wednesday, Sep 18
Wednesday, Sep 18
Tuesday, Sep 17
3:00 p.m. Tuesday, Sep 17
What’s Coming with Agentforce
Einstein Copilot is now Agentforce! Learn about the enhancements that unlock new use cases and improve performance. Understand how to use new features like proactive and recommended actions.
Important: This session is first come, first seated. You do not have a reserved seat.
Session Summary by Einstein
Session Type: Theater
- Tuesday, Sep 173:30 PM - 3:50 PM PDT
 
 (10:30 PM - 10:50 PM GMT)
 Moscone West, L2, Einstein Theater

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2024 Sessions

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8:00 AM PDT - Tuesday, Sep 17

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2:00 PM PDT - Tuesday, Sep 17

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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.

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