The opening keynote to Dreamforce 2019 had it all – an overview of the Salesforce mission and core values, new feature announcements, exciting product demos showcasing the future of Einstein AI, and even a few interruptions from protesters. As it has become expected, the Salesforce core values – trust, customer success, innovation, and equality – were woven throughout the keynote and at the foundation of each announcement. A lot was covered in the keynote, so let’s dive into some of the highlights we found most exciting for the Trailblazer community and our clients.
Trailhead
Trailhead, Salesforce’s free online learning platform, continues to break down barriers to enable people to gain the skills to excel in today’s digital economy. Today, Salesforce announced that they strategically joined with AWS to offer free AWS skills on Trailhead.
Additionally, Salesforce has partnered with Apple to release Trailhead Go, exclusive for iOS devices. Trailblazers will now have access to over 700 modules anytime anywhere and have access to exclusive microbadges.
Trust And Customer Revolutions
“Everything is changing in our industry. Everything is changing in our world. Because it’s an intelligence revolution.” Benioff said. He went on to say that as AI has become a more pervasive part of our world it has changed trust and led to a customer revolution. But addressing this revolution and new customer expectations won’t be easy for most companies. That is why they are continuing to evolve the Customer 360 platform to bridge the gaps.
To successfully bridge the gap Salesforce will continue to bring in strategic partners and operate as one community.
Sales Cloud – Einstein Call Coaching
A live demo of Einstein Call Coaching on Sales Cloud was showcased. This new feature, built for inside sales teams, leverages AI to process audio to provide sales managers with insights and trends that surface in call data. By using speech recognition and natural language processing, Einstein Call Coaching analyzes call recordings and provides reps and managers with the insights to optimize their calls and increase conversions.
Service Cloud Voice
Another great demo showcased Service Cloud Voice. Service Cloud Voice unifies live calls, digital channels, and CRM data in real-time. Einstein AI uses natural language processing during service calls to transcribe the call and surface the most relevant knowledge article alongside the customer information to help the service associate provide a great experience. This feature gave State Farm associates the power to close cases 39% faster.
Single Source of Truth – Customer 360 Integration
Benioff also discussed how we are moving from Systems of Intelligence to the Single Source of Truth (SSOT). That is why Salesforce has evolved Customer 360 with SSOT built deep inside it and as a part of the architecture of Salesforce. This why the MuleSoft acquisition has been so critical.
Using the power of MuleSoft accelerator for Customer 360 you can now connect every data system to create that single source of truth for your customers. Using the MuleSoft Anypoint platform, customers can build and reuse APIs for any data source and connect them to Customer 360. Plus, as many of you already know, MuleSoft exchange offers many prebuilt API and accelerators to connect your data even faster.
Einstein Voice Assistant
Einstein Voice Assistant isn’t new. It was first announced last year. But today Salesforce announced that they have expanded the capabilities of Einstein Voice Assistant for any role or industry giving every app built on Salesforce a voice. Now in just a few clicks admins and developers can create custom voice apps across the Customer 360 Platform.
We’re excited to dive into more new features and capabilities of the Salesforce Customer 360 Platform, MuleSoft, and more during Dreamforce. Check back for more blogs on key topics from this week.
Need help maximizing your Salesforce and MuleSoft investments and improving the customer experience? Let’s talk. We’d love to help.