I'm Cary Chow
here and excited
to learn how Salesforce
uses Salesforce
And to learn
more about how
we do that, I'm
joined by Leslye
Kellner, Salesforce's VP
of Business Technology M&A
I love that
title, by the way.
It's a mouthful
sometimes, though.
First, Leslye,
tell us, what
is Salesforce
on Salesforce?
And why is it so
integral to the company?
Thanks for having
me here today.
Salesforce on
Salesforce is really
how we use Salesforce
products and technology
We drink our
own champagne.
And so what does that mean
for me as an IT leader?
I get to partner with our
business across marketing
and sales and service to
really define outcomes
and problem-solve
using the latest tech
features, functionality,
and capabilities.
And we pilot these
across Salesforce
and our enterprise to
test them, to iterate,
to provide feedback to
product and engineering
so that we can
innovate and make
these products
even better so when
they reach our
customers, they
can scale to meet
our customers' needs.
And let's talk
about what everyone
wants to talk about,
AI and Agentforce.
From the customer
zero lens,
what differentiates
Salesforce's AI
So Agentforce is
revolutionizing the way
that we work
at Salesforce.
It is embedding
intelligent assistants
in the flow of
work for our teams
to work smarter
and achieve more.
If you think about
how individuals
can use generative
AI and copilots
to help them be
more productive
on their day-to-day
tasks, Agentforce
is really augmenting teams
by being able to take
And we at Salesforce have
this connected to our one
Data Cloud to truly be
the Agentforce-first
Agentforce is built on
the Salesforce platform.
So that means it is rooted
in our trusted foundation.
It integrates seamlessly
across the ecosystem.
It comes out of the box,
where you can customize
and configure topics,
instructions, actions,
all within a
user experience
that's really
familiar and flexible
And if you're a customer,
it's a no-brainer.
We have your
customer information
and your actions
and automations.
So Agentforce takes
that investment
to the next
level to deliver
truly automated,
autonomous actions
in the flow of work
for your business
But as you
mentioned, as we
drink our own champagne,
which is good and tasty--
but we also walk
the walk, right?
So tell us, how does
Salesforce actually
It's our number one
priority right now.
And we're looking at
implementing use cases
We are rolling
out Agentforce
in marketing and
sales and service,
And I'd highlight just a
couple recent examples.
In our service
space, we recently
launched Agentforce
on our help portal.
And this is really
to help customers
who have an issue
that are coming to us
for resolution quickly
search knowledge articles
And if that
doesn't work, it
can create a case
for you and get you
And then internally,
for our sales teams,
One is a sales
coach Agentforce.
This is really
for sellers to do
role-play interactions
and get immediate feedback
from this agent on
their sales pitch
or negotiating with
a customer, things
that managers don't
have the skill
to do on a one-to-one
basis every day.
And we also launched
an SDR Agentforce.
This is a sales
development representative
focused on helping us
qualify leads and really
move them through
the funnel
so that we can get those
interactions to a stage
that it's time for
a seller to engage.
And the agent can even
schedule that meeting
The coaching feature
is incredible
and such a scalable
time-saver,
Let's talk specifically
about your bread
and butter here, mergers
and acquisitions.
How does Salesforce
IT use AI to tackle
We're really looking
at it from a couple
The M&A lifecycle
covers everything
from targeting
and pipeline
through due diligence and
then into integration.
And specifically in
the diligence phase,
AI can play a big
role in helping us
for things like
contract reviews,
customer analysis as we're
assessing the viability
of a deal and is it really
the right fit for us
And then as we get
into integration,
we're looking at it from
how we can build agents
that are going to
help with things like
M&A-acquired employee
onboarding that has
a specific set of tasks
and actions that need
But we're also looking at
how we integrate faster
and faster so we
can take advantage
of all of those
other agents
that I mentioned
that we call Encore.
So we want to take
advantage of that SDR
and that coach for
our acquired sellers.
And we want to get our
acquired data in there
so we can update
those topics
and we can update
those actions to now
accommodate for our
acquisitions as well.
Last question
for you here--
and you have such a
unique perspective
from the customer
zero lens,
getting to see the
sausage being made.
So what would you
tell customers
that they can learn
from your AI experience?
We're moving so
fast right now,
And it can feel like
quantity over quality,
in some ways, to try to be
customer zero, to create
that feedback so we can
make the product better.
But I would say
be intentional.
It does come with
templates out of the box
that are really easy
to get you going.
Find the influencers
in your business
that are ready to take
that leap with you.
And then just a few quick
learnings we've had-- one,
I would say--
focus on defining
Really think about
process and outcomes.
Build a cohesive
governance framework.
We've stood up an AI
council internally
to help us with all things
implementation, ethics,
Build out a COE and work
with your architecture
team so that you can
scale what you've learned
and what you got right
to other teams looking
And finally, get feedback
from your employees.
This really is
the heartbeat
of being customer
zero-- is that feedback
loop so you can iterate
and innovate and really
I love it, truly
sage advice.
Thank you so much,
Leslye, for joining us.
And thank you for watching
Salesforce on Salesforce.
