So now that
we've shown you
how the platform
works, the power
of Agentforce,
all of this really
does come to life
when you see it
And to do that,
I want to invite
our SVP of Trailblazer
Community, Leah
It's always great to be
back at my old stomping
Well, as Parker
said, if you've
been rocking with
us since 1999,
you know that our
mission, our vision,
has always been
to help you
connect with your
customer in new ways.
And this has not changed.
If anything, we have
doubled down on this.
And we do this by helping
our customers build
their Customer
360 by pulling
in their service, sales,
marketing, commerce all
into one
tightly-integrated
And now we're
bringing Agentforce
to every one of
these applications.
And we want you
all, everybody here,
to meet their
Agentforce today.
We're talking one
Agentforce on one trusted
And what this is going
to allow you to do
is it's going to
allow you to create
a seamless experience
for your customers
across all lines
of business.
So let's look at this
for each application,
Let's kick it
off with Sales.
So Agentforce for
Sales acts as your SDR,
helping your Sales team
convert and increase
their pipeline, as well
as provide coaching
And then there's
Agentforce for Service.
And here, they're working
with your service reps
to help close
cases faster,
as well as give proactive
and personalized service
And I know what
you're thinking.
But what about
Marketing, Leah?
Well, Agentforce
for Marketing
works with your marketers
to help them create
and deploy highly
personalized
and super precise
campaigns at record speed.
And then Agentforce-- oh.
Now, this is
really amazing
because what
it does is it's
going to work with
your merchandising,
and your buying, and
your personal shoppers,
all to help your
customers find the items
that they're looking for.
And then, I know, what
about Revenue and Orders,
Well, we didn't forget
about them either.
With Agentforce, we have
automated the revenue life
cycle, from quotes to
contract to billing.
And this is
super powerful.
And with Agentforce
and Tableau,
we are bringing
AI to analytics.
Now, those are two
powerful words.
And bringing those
together is mind-blowing.
And what this
allows you to do
is to see your data
easier so that you
can move from insight to
action on one platform.
And lastly, but
definitely not least,
And you're going to see
how you can collaborate
not just with your
fellow colleagues,
but you're going
to collaborate
with agents as well,
right in the flow of work.
Now, we're going
to bring this in.
Oh, and let's not
forget our industries.
Now, we understand that
each industry is unique.
So we have over 100
industry-specific actions
for Agentforce available
right out of the box.
Now we're going to see
this innovation all
come together through the
lens of Fisher & Paykel,
which is a premier
Brand, premier
And this is really
timely because we're
So we're going
to look at this.
And we're going to have
a lot of great innovation
that we're going to see
through four mini-demo,
or as I like to
call them, minnos.
So we're going to see
lots of innovation
Let's kick it off with our
first one with Agentforce
Now, a customer's
refrigerator
Now, we've all been there.
Maybe you haven't,
but I know I have.
And you keep
pushing through,
Well, you know who
is not ignoring it?
Agentforce sends
the customer a text
and is like, hey,
you know what?
It says, hey,
you know what?
Hey, we noticed that
your freezer temperatures
And we want to send a
technician out there
to check out your freezer.
We don't need anything
defrosting unnecessarily.
They go back and forth
with the customer,
finding a date that
works for the customer,
Now, this is all
proactive with Agentforce.
And now we want to
fast-forward to the day
that the technician
is coming out.
So when the
technician comes out,
they receive a
brief of everything,
Now, what's really
cool about this
is they're not
just getting
a brief about the
work they have to do.
They also know
about the customer.
Now, I know I've
had technicians
come to my house, and they
didn't even know my name.
But having here,
this technician
knows who the
customer is, knows
about past incidents,
all of that information.
And what this is
doing is Agentforce
is preparing
that technician
to provide excellent
customer service,
personalized
customer service.
And the technician
knows all of the items
that they need to
fix the problem.
Now, by show of
hands, how many people
have had a technician
come to their house?
They get there,
work on something
I'm going to have to
reschedule because I'm
How many people have
experienced that?
Not on Agentforce's watch.
Because in the past,
the technicians
had to manually
check on the truck,
make sure they
had everything,
match up all of their
jobs with the inventory.
Now with Agentforce,
Agentforce automatically
identifies every
item that is needed
for that technician
on their truck
And what that
means is they
show up to the job
ready and able,
So once the job is
successful here,
Agentforce automatically
writes a summary up,
removing that admin
task from the technician
so that they can
start prepping
But this is even
powerful because
inside of this
summary here,
it actually triggers a
workflow that then goes
and adds the customer
to any follow-up visits
or any check-ups that
they might need to
That's the power of being
in an integrated platform,
being able to leverage
those workflows,
those MuleSoft APIs, all
of the validation rules.
All right, that
was minno number 1.
Are we ready for
minno number 2?
Let's jump into
number 2 with Slack.
So welcome to
Agentforce in Slack.
Here we have an army
of agents ready to go.
So we're going
to go ahead.
Let's check out the
Inventory Agents profile.
Now, earlier we
saw Patrick show us
how these agents
are built.
Here we have the inventory
agent with the skills,
all their skills,
their topics
and the knowledge
base articles
But let's see all of
this come in action.
So we're going to go
to the channel here.
The American Amir East
distribution channel.
Now, in here we
have 119 employees
But I want you to
notice right next to it.
That means we
have five agents
in there working alongside
the employees as well.
So let's see what
this looks like.
The inventory manager
asks the agent, hey,
how are our inventory
levels looking
for the rest of the year?
The inventory agent comes
back with information,
but it has receipts
for that information
in the form of Tableau
dashboard right there.
This agent has
the CRM skills,
but it also has
Tableau skills.
And this
inventory agent is
able to use predictive
analytics because it says,
we noticed that
17% of jobs
are scheduled within two
days of their incidence.
And this is also a
really busy time of year.
So all that to
say, you need
to order some
more inventory.
But all of that
predictive,
built right
into that agent.
The agent doesn't
just give insights.
Because it's on the
integrated platform,
it has access to
all of your flows,
all of your APEX, all of
your validation rules.
And here it kicks off
the order process,
So here this is super
integrated right here.
This inventory
agent is kicking off
Let's jump into
vignette or minno number
3, when we're going
to look at Agentforce
So here we have Agentforce
in Marketing, which
is going to help
your marketers create
and deploy very
personalized campaigns
This is an
existing campaign,
but Agentforce
notices this campaign
If you look on the
right here, it's saying,
you're missing a
segment of customers
that only have one
connected appliance.
Now, I want to pause
here for a minute.
Marketers know,
identifying segments is
difficult. Unless you've
got a ride-or-die data
scientist with you 24/7,
these things take a while.
And even if you do have a
data scientist, no shade,
data scientists,
but this would
have took days, weeks, or
days to figure this out.
Agentforce figures
this out in seconds.
So here Agentforce
not only
identifies the segment,
but also identifies
the attributes to
complete the segment.
So when we go in and
look at the attributes,
we can see the first
attribute is pulling back
all of the
individuals that have
And then the second
segment attribute,
now, this is where it
gets really interesting.
Here we're using
predictive analytics
because Agentforce
identified that customers
typically go
into a showroom
when they want to
purchase an oven.
You're not going to just
purchase it online and not
So this attribute
is going to find
folks that are close
to the Fisher & Paykel
So we are all good
with this segment.
We want to go ahead
and create the segment.
And now as we're
doing this,
Agentforce is
still at work.
It's like, how can we help
you move inventory faster?
Well, Agentforce
comes back and says,
You should also offer a
promotion to this segment.
You should give a
20% off to help move
Well, I'm like,
if I'm a marketer,
I could definitely
use a partner
that's going to help
me sell my inventory
And that's exactly
what Agentforce
So let's see what this
all looks like when it
comes together in the ad.
Now, here we can
see that lovely ad.
Now, Patrick and Sanjana
had their shopping moment.
I would like to have
my shopping moment
and purchase this
oven, but then that
That's a whole
other thing.
But we're going to go
ahead and book that.
That's the power of
Agentforce in Marketing.
Now let's wrap it up
with minno number 4,
We're going to look at
Agentforce in Sales.
Now, in here
you're going to see
how an SDR agent helps
sellers qualify prospects.
Now, a customer has
received this highly
personalized
email, telling them
about a promo for an oven.
The customer is very
much interested in it
and has some
questions and wants
Sellers are out
there trying
to close deals,
hit their numbers.
Going back and forth
and trying to figure out
if this person is really
serious about an oven
Well, this is
where Agentforce
comes in and lightens
the load for the sellers.
So Agentforce goes
back and forth,
And when the customer is
serious about purchase
and has moved from
the "looky-loo"
stage into "I really want
to purchase this oven,"
we can go ahead and
schedule the appointment.
Agentforce schedules
the appointment
to bring them
into the showroom.
So now if we
fast-forward to the day
they're coming
in, the seller
can get fully
briefed on everything
that the SDR
agent has said
or the conversation
that's had
with the customer, all
the things the customer
Right there in the middle
is the conversation.
And if the seller
is short on time,
they can see right
there on the right hand,
there's a summary that
Agentforce also put
So the customer--
so the seller
is fully briefed on
who the customer is.
And what you're
seeing here
is Agentforce is really
lightning the load
so that the
seller can use,
can work with all
of their customers.
And they can have
qualified quantity time,
quality time with
quality customers.
Now, before I
close this out,
I need New York
to help me out.
Can you guys help me out?
All right, so
when I do this,
I need you all to
say "Agentforce."
I need you to say
it with conviction.
All right, so that's
how humans with agents
drive customer
success with--
You're a hard
act to follow.