Trail Map
Your guide to Dreamforce for service.
We've curated the experiences, sessions, and partner connections most relevant to you. Explore your Trail Map to discover what to prioritize and make every moment at Dreamforce count.
Experiences you can’t miss.
See how Agentforce Service unites humans and AI agents to deliver proactive service experiences across every channel.
Connect with likeminded peers, meet Salesforce experts, and recharge in premium lounges designed for meaningful conversations at the Contemporary Jewish Museum.
Start your journey to becoming an Agentic Enterprise. Get hands-on with the latest in Agentic CRM Lab, Slack Lab, and Data Lab, with expert guidance every step of the way.
Sessions handpicked for you.
Your Agentforce Service Roadmap: What’s Next
Where is service headed? Join the product team to see how Agentforce Service evolves — from autonomous agents resolving cases end-to-end to assistive AI making every rep faster.
Stop Reacting: Build a Proactive Agentforce Portal
Get hands-on with Agentforce Service Portal. Launch an intuitive conversation bar, deliver self-service with dynamic cards and build proactive workflows to resolve issues before customers reach out.
State of Service: AI Agents Move from Promise to Proof
AI agent adoption jumped from 39% to 66% in just one year. Hear new research from over 3,000 service professionals about how companies are turning AI agents from pilot into measurable business impact.
Start Your Future Contact Center Today
The contact center is being reinvented. Salesforce leaders walk through what's next, from AI agents to human-in-the-loop experiences. Hear from leading gaming company FanDuel and get started yourself.
Canada Goose's CX Playbook for White Glove Service
Luxury is personal. AI is scalable. See how Canada Goose redefines concierge-level CX across every channel, in every language, with Agentforce — without compromise.
Scaling Personalized Service at CVS with Agentforce
Learn how CVS Caremark deployed autonomous digital and voice agents within its Contact Center to deliver more efficient member resolutions at scale — and how you can, too.
Case Closed: From Point Solutions to Agentforce Service
Legacy service systems are holding companies back. Hear from Dr. Martens, North Mill Equipment Finance, and Roku on why they switched to Agentforce Service, how they got there, and what changed.
How Contact Centers are Putting AI to Work
Turn AI ambition into action. Exchange ideas with peers on deploying AI in the contact center, and learn how teams are improving agent productivity, unifying service experiences, and proving value.
IT & HR Service Keynote: Agentic AI Powers Employee Success
Learn how conversational agents and AI workflows empower employees, IT teams, and admins to succeed. See how Milestone reimagined IT service delivery and about their best practices for measurable ROI.
Agentforce IT Service Roadmap: Build, Run & Scale AI Agents
Explore the Agentforce IT Service roadmap. Learn how employee, IT, and admin agents help businesses deflect issues to cut costs, boost employee satisfaction, and automate ITIL for efficiency.
5 Steps to Cut IT Costs and Boost Satisfaction with AI Agents
Discover how one organization uses AI-powered ITSM workflows to reduce service desk costs and boost satisfaction. Learn five steps to modernize the employee experience using Agentforce IT Service.
Future Proof IT Service: Tips to Provide an Agent-First UX
Optimize costs and lower risk for critical IT services using AI. Join this discussion to explore conversational agents and AI workflows that empower employees, IT teams, and admins to succeed.
Employee Support: Resolve Requests Where Teams Work
Drive employee engagement for critical HR services using AI. Join this roundtable to see how combining agents with tools like Slack and MS Teams empower employees to solve requests instantly.
AI Agents Are Rewriting the ITSM Playbook
Traditional ITSM processes are being completely disrupted. Learn how blending autonomous agents into IT operations eliminates manual bottlenecks, predicts failures, and scales your support model.
Unifying Employee Service with AI: Employee to Admin
See how AI can unify employee service across the employee, service team, and admin experience: from self-service and automated requests to configuring and deploying the experience.
Unifying IT Service and Customer Service on One Platform
Provide a unified technical support process with one solution that bridges the gap between IT and customer service teams, creating cost-effective experiences that hide your internal teams.
Operate Pre-Built IT AI Agents Instantly
Bring your builder mentality. Learn technical tips to operate out-of-the-box agents using Salesforce or third-party tools to proactively solve issues and automate IT workflows and your CMDB.
Field Service Keynote: Unleash Human Expertise in the AI Era
Field Service teams chase efficiency, but winners push AI to do more for their full operation. Learn how to turn jobs into revenue, admin headaches into distant memories, and customers into loyalists.
Field Service Roadmap: What's New, What's Next
Fast-track your field operations into tomorrow. See the latest innovations across all of Field Service in a single session and get a first look at what we have cooking on the roadmap.
Unlock Revenue with Smarter Field Service Scheduling
Due to poor scheduling, 44% of field service orgs lose revenue. See how evolving from manual dispatch to optimized, autonomous scheduling can turn your scheduling operation into a revenue engine.
How to Make Asset-Centric Field Service a Revenue Engine
Field service isn’t just a cost center anymore. Learn how AI, connected assets, and new business models are turning service into a powerful source of recurring revenue.
From Reactive Staffing to Proactive Frontline Operations
We’ve reimagined shift management for the agentic era. See AI-powered agents forecast and optimize schedules in real time, plus a mobile-first self-service experience that keeps workers engaged.
Agentic Appointment Scheduling Made Easy
A delayed booking is a lost job. See how our scheduling agents can turn any conversation into a confirmed, deliverable appointment through voice, Slack, SMS, WhatsApp, or custom integrations.
How Unisys Achieves a 95% First-Time Fix Rate
See how Unisys hit a 95% first-time fix rate with 70% touchless scheduling, automating more than one million appointments a year with AI agents in the pockets of over 7,300 technicians.
How AI is Reinventing Work in the Field Service Mobile App
Discover what’s possible in the highly rated mobile app. See how AI is redefining how work gets done in the field, with dynamic guidance, the power of voice, and guided upsell built right into jobs.
How to go from Idea to Reality with AI in Field Service
Ready to launch AI in field service but not sure where to start? Get practical guidance on funding, change management, Agentforce adoption, and measuring ROI from a peer who has been through it.
Connect with partners who move your business forward.
Nonstop: AI in the Flow of Work
What does trustworthy AI look like in practice? Learn how human oversight, embedded workflows, and continuous feedback helped accelerate adoption and improve agent productivity.
Barclays: AI-Powered Contact Center Reinvention
Explore how Barclays uses AI to transform contact centers, boosting growth and customer satisfaction, accelerating cross-sell and upsell, reducing costs, and enhancing agent and customer experiences.
Transforming Provider Experience with Agentforce for Health
Modernize provider recruitment, credentialing, and onboarding with Agentforce for Health. Automate tasks, accelerate decisions, and improve the provider experience to scale operations.
