Salesforce On Salesforce.
We are customer
zero for Agentforce,
and now we're
going to break down
how our company uses
its own solutions.
To put Agentforce
to work, first we
had to establish our
own data strategy.
This is a question
many customers have.
How do we get our data
ready for Agentforce?
So to demystify data
strategy for Agentforce,
I'm joined by Robin
Glinton, Chief Data
and Analytics Officer,
and Tammy Hughes, Senior
Product Manager,
Salesforce.
I'm excited for
this segment.
So first things first, why
does a good data strategy
So first of all, I'm
thrilled to be here.
And a data strategy
is so important
because, let's face it,
every business leader
wants to unlock the
value of their data,
but they struggle
to do this
because they don't
have relevant data
And that's
because they don't
have a systematic approach
to managing their data,
which is a data strategy.
So at Salesforce, we
spent a ton of time
curating our data,
cleaning our data,
because relevant
data is gold.
And Agentforce just
puts a magnifying glass
That's a really,
really good point.
When you say that
good data is gold,
can you explain what
good data looks like?
What is it when
it gets shiny?
I think of good data
as durable data.
So to me, that means
it's discoverable.
And it might seem
obvious, but you
got to be able to
find it when you
And it's hard
to do sometimes.
It needs to be
understandable.
Everyone needs to know
the business context
so that they can
solve problems.
It needs to be
trusted and compliant,
and it needs to
be accessible.
Far too often in
organizations,
only the department
that produced the data
knows how to get
access to it.
Only folks with
specialized skills
like SQL know
how to access it.
It has to be
accessible to everyone.
Organizations spend so
much time and so much
effort and energy and
money getting data,
and so being able to
unlock it is pretty key.
And that strategy is
really, really important.
So give us a
use case of what
good data strategy
has enabled
So one of the things
that we've really done
is supercharge our go
to market activities.
I had a colleague who
used to illustrate
the importance of this
by pulling open the CRM
and showing their
customer record,
and showing
that it had them
at a different
company, right?
How can an
account executive
do their job if
they don't have
We cleaned up the
accounts, the contacts,
the hierarchy,
and now they're
unfettered to
target business
because they're not
confused with bad data.
Well, as a former account
executive at Salesforce,
I appreciate that
because I was probably
So sales, we just
mentioned them.
So Tammy, since
your team is
responsible for creating
some amazing solutions,
empowering our sales
teams at Salesforce,
I'd like to hear your take
on how that data strategy
and having that
solid strategy
impacted the team's work.
So first, thank
you, Robin,
for creating such a
great data strategy.
Because with an
agent, we know
that with the five
attributes of an agent,
its role, its actions, its
channel, its guardrails,
it's data that's
the backbone
and allows it to do
what it needs to do.
So if you don't have good,
reliable, durable data,
you're not going to
get the best success
In our case,
what we did to--
So once you get
accurate data
and it's discoverable,
we want to reuse it.
And so we took
our website data,
and we were able to take
the data that powers
And we've
deployed that now
into a sales agent
internally and then
into our SDR agent that's
reaching out and doing
outbound emails
to our customers.
That's absolutely
incredible.
So can you show us a
sales development rep
So we have a
global team of SDRs
that are working
leads day in, day out.
And because we want to
focus them on the highest
value leads, we've
deployed Agentforce
to take on the
lower quality leads
and continue them through
the nurturing process.
So it will
autonomously send out
emails to
interested leads,
trying to get them to book
a meeting with their sales
If they don't respond,
it will nudge again.
We've set it up
for 24 hours later,
but you set that
cadence for what
works with your business.
If the customer
asks questions,
this is where that website
agent data comes in.
It's able to answer
those product questions.
And now that saves the
rep time because before,
when those product
questions comes in,
we have a lot of products.
They would have to
go research that,
Now the agent will
do that for them.
Here we can see, now once
the request has been made,
the agent will send a
book a meeting link,
and the booking can
happen right there.
Still, the sales rep
has not had to engage,
but now this is when
they're looped in.
We can also say that if
the worst case happens
and someone
wants to opt out,
doesn't want to
hear from us,
the agent will
take care of that
too, and opt out
their lead record
so that we maintain
that compliance
What we've done,
I mentioned
we use Data Cloud
to pull in agents.
The first version
of that is
that you can upload your
training data directly
to the agent,
and that way it's
trained on the same
enablement materials
that your sales reps are.
So all of them are
speaking the same voice.
Here's where
you're setting up
those rules of
engagements, of when
to reach out and
how often to do so.
And this can all be
customized for what
And because this
is an agent,
you're in your
digital workforce.
You can measure
its success right
alongside the rest
of your sales team.
And so that's what
agents are meant to be.
That's absolutely
incredible.
I think making sure
that the data is there,
but then also I love the
compliance piece of that
Customers are much
more satisfied
when those things and
those requests happen.
I just, I want to riff
a little bit here.
What are our internal
teams saying?
Like, what's
been the reaction
Well, it's changing
how we do our jobs.
And we were talking
earlier, right?
If we're using AI
alongside the work we do,
it's going to free us
up to do other things.
It's getting things
started for us.
It's taking care of
things in the background
so that we can do
other things that might
So rounding
this out, what's
the biggest takeaway
for customers
from what we've learned as
Agentforce customer zero?
We're going to go
to both of you.
For us, it was an
incredible opportunity
to be customer
zero, right?
Start right from
the beginning.
So we just started
small with out
of the box skills, and
we've built from there.
We brought in
the good data.
Now we're able to answer
questions much more
robustly by customizing
our topics and our actions
It's all about managing
the data effectively.
It's having
the right data.
And a big part of
that is prioritizing.
Some folks try to
manage all their data,
and too much data is
just as bad as no data.
So it's picking
the right data,
making sure it's curated,
making sure it's clean,
and it unlocks Agentforce
and all the power
And as the
business evolves,
it's about what's
that relational data.
What are the
different pieces
that we can put together
to make better business
So thank you both so
much for joining me,
and thank you for all
the effort and work
that you do
for Salesforce.
So to learn more about
how to create a solid data
strategy, scan the QR
code on the screen or go
to
sfdc.co/tdxdatastrategy.
