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
Help Agent in Salesforce: Context-Aware Support
Discover how context-aware Help Agent experiences inside Salesforce transform support into a seamless, in-product customer success journey.

, Product Management Director, Salesforce

, Product Management Director, Salesforce

Product: Success Plans, Agentforce
Role: IT Business Leader, Operations
Topic: Salesforce on Salesforce
Session Level: Advanced
Session Format: Theater
  • Tuesday, Sep 152:00 PM - 2:20 PM PDT
    (9:00 PM - 9:20 PM GMT)
    Moscone North, LL, Campground, Theater 1
    FIRST COME FIRST SEATED
  • Thursday, Sep 1711:00 AM - 11:20 AM PDT
    (6:00 PM - 6:20 PM GMT)
    Moscone West, L2, Learning Lab Theater A
    FIRST COME FIRST SEATED
Session Summary: Salesforce unveiled its new context-aware help agent, integrated directly within the Salesforce platform, designed to provide personalized and seamless support without disrupting users' workflow. Powered by Data 360 and Data Graphs, this AI-driven agent leverages real-time customer data to offer precise answers, create quality support cases, and facilitate smooth handoffs to human engineers when needed. The agent's design prioritizes trust, scalability, and personalization, ensuring users receive relevant, context-rich assistance, while also driving product adoption and onboarding. Early results show significant success, with the agent resolving 85% of customer inquiries without escalation and being rolled out to over 410,000 organizations, signaling its impact and reliability at scale.
Key Takeaways:

• The context-aware help agent integrates directly into the Salesforce platform, enabling users to access personalized assistance without leaving their workflow.

• Data 360 and Data Graphs power the agent's ability to deliver precise, real-time answers by connecting various data sources and activating trusted customer context.

• The agent has achieved 85% resolution rates for customer inquiries without human escalation, demonstrating its effectiveness and scalability as it rolls out to over 410,000 organizations.

Session Summary Feedback: Report a Concern

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