Sessions

Explore sessions. Plan your Dreamforce.

Browse the full session catalog by role, industry, and product to design an agenda that works for you. Reserve your seat for hands-on trainings, certification exams, roundtables and more.

Enthusiastic conference attendees smiling and laughing during a live presentation session, decorated with festive star and emoji illustrations.

More sessions are being added. Check back often.

You can learn more about our session formats here.
Explore All Sessions

Tip: Use " " around your search terms to find an exact phrase.

Community Speaker

Reserved Seating

Live Stream

Video On Demand

Back to Session CatalogBack to Session Catalog
How Salesforce Powers Customer Service With Agentforce
Learn how Salesforce uses Agentforce to deliver quality support, enhance self-service, and power faster resolutions with Help Agent. Get proven strategies and takeaways for your Agentforce journey.

, Senior Program Manager, Digital Success, Salesforce

, Senior Specialist, AI Storytelling, Salesforce

, Director, Customer Success Product Management, Salesforce

Product: Agentforce
Role: Product Management
Industry: Technology
Topic: Salesforce on Salesforce
Session Level: Intermediate
Session Format: Breakout
  • Wednesday, Sep 1610:00 AM - 10:40 AM PDT
    (5:00 PM - 5:40 PM GMT)
    Moscone South, LL, Content Pavilion, Stage 1
    FIRST COME FIRST SEATED
  • Thursday, Sep 179:00 AM - 9:40 AM PDT
    (4:00 PM - 4:40 PM GMT)
    Moscone South, LL, Content Pavilion, Stage 5
    FIRST COME FIRST SEATED
Session Summary: Salesforce showcased the transformative impact of Agentforce, an AI-driven customer service solution, which has revolutionized their customer success strategy. With 65% self-service resolution rates, well above the 30% industry average, Agentforce has resolved 3.6 million customer inquiries without human intervention, significantly reducing case volumes despite a 20% year-over-year growth in website traffic. The solution provides 24/7 multilingual support across seven languages, handles complex queries, and integrates seamlessly across channels like help portals, phone lines, Slack, and the Salesforce console, delivering personalized and empathetic experiences. Salesforce emphasized the continuous iteration of Agentforce, leveraging customer feedback, research studies, and AI-driven testing to fine-tune its capabilities and achieve their ambitious goal of an 80% resolution rate by the fiscal year's end.
Key Takeaways:

• Agentforce has drastically improved customer service efficiency, resolving 3.6 million inquiries independently and achieving a 65% self-service resolution rate, far exceeding the industry average of 30%.

• The solution offers multilingual and omnichannel support, including integration with the Salesforce console and a phone-based system, ensuring customers receive instant, personalized assistance regardless of language or platform.

• Salesforce continuously iterates on Agentforce using customer feedback, research, and testing, with a goal to reach an 80% resolution rate by the end of the fiscal year, demonstrating their commitment to innovation and customer satisfaction.

Session Summary Feedback: Report a Concern
Available Now on Salesforce+: Watch now

I go to Dreamforce because innovation is transferable across industries, and I can connect with a community that stretches across cities, time zones, and years.

Kathy Lueckeman

Chair, Education Trailblazers Association