The Biggest News of Dreamforce To You

Every part of our lives have been transformed by the global pandemic, and how we engage and connect with each other has been fundamentally changed.

When we thought about how to approach Dreamforce this year, we knew it required us to think differently. As our Chief Marketing Officer Stephanie Buscemi put it, “We know Dreamforce is unlike any other technology conference, and we adopted a beginner’s mind in order to truly transform what it means in the context of a year like no other — 2020.”

As a result, today Salesforce Chair and CEO Marc Benioff will deliver a virtual keynote to kick off Dreamforce to You 2020. The keynote will share our vision for the future, celebrate our customers’ success, and unveil new innovations across the Salesforce Customer 360 Platform.

Surrounding Dreamforce to You, we announced new product innovations and shared customers innovating on our platform that will drive success in the 'New Normal':

Salesforce Signs Definitive Agreement to Acquire Slack:

Yesterday, Salesforce announced that Salesforce and Slack have entered into a definitive agreement under which Salesforce will acquire Slack. Combining Slack with Salesforce Customer 360 will be transformative for customers and the industry. The combination will create the operating system for the new way to work, uniquely enabling companies to grow and succeed in the all-digital world.

Read more in the press release. 

Salesforce Hyperforce: The world’s #1 CRM available on major public clouds

Salesforce today announced Hyperforce, a reimagination of the company’s platform architecture built to securely and reliably deliver the entire Salesforce Customer 360, including Sales Cloud, Service Cloud, Marketing Cloud, Commerce Cloud, Industries and more, on major public clouds.

Hyperforce is a complete re-architecture of Salesforce designed to deliver an even more powerful and scalable Platform to support the growth and success of Salesforce’s global customer base. Hyperforce will empower Salesforce customers to securely access every Salesforce app and platform from anywhere, while leveraging the scale and agility of the public cloud.

Read more in the press release. 

Salesforce Einstein Automate: Change the speed of work with end-to-end intelligent workflow automation 

Salesforce today introduced Einstein Automate — an end-to-end workflow automation solution that empowers people and businesses to be more productive.

Organizations are shifting to digital-first customer experiences and creating more data from more systems than ever before. Time-consuming, mundane processes are being transformed, from processing insurance quotes to verifying user account information. As a result, organizations are increasingly turning to new workflow automation technology to help employees be more productive and do their best work. Einstein Automate delivers automation capabilities designed for every business function and industry that enable anyone in a company to build intelligent workflows and integrate data across any system with clicks, not code.

With Einstein Automate, organizations can: 

• Automate anything — using the new Flow Orchestrator, a low-code workflow development tool for users to compose workflows that save employees time by automating complex, multi-user processes and approvals.
• Integrate everything — including disparate apps and data with the new MuleSoft Composer for Salesforce, the fastest and easiest no-code solution to connect disparate apps and data to Salesforce and develop a 360 degree view of the customer.
• Transform any industry — using pre-built solutions and resources from Salesforce and partners on AppExchange, the world’s leading enterprise cloud marketplace, as well as no-code tools, pre-built guided experiences and templates on the newly available OmniStudio.

Read more in the press release, Q&A with product leader John Kucera, and feature story on why we’re doubling down on automation. 

Service Cloud Workforce Engagement: Help contact centers thrive in an all-digital, work-from-anywhere world 

Salesforce today introduced Service Cloud Workforce Engagement, a new dynamic workforce planning product to help contact centers predict demand for customer service and support, staff agents appropriately, and remotely coach agents in real-time to deliver trusted service experiences.

Service Cloud Workforce Engagement helps companies deliver exceptional service by predicting customer service demand and staffing the right agents, with the right skills, at the right time. With Service Cloud Workforce Engagement, services leaders will be able to:

• Optimize workplace efficiency to meet customer needs with Intelligent Dynamic Forecasting, which uses Artificial Intelligence (AI) to help service leaders predict how many requests will come into the contact center, across all channels and regions.

• Shift from a cost center to a profit center with Omnichannel Capacity Planning, which enables service leaders to balance staffing needs across any digital channel — from phone, email, web chat, and text to social channels — and assign the right agents at the right time based on the agent’s skills and availability.

• Increase agent engagement, drive higher performance and quality customer interactions with Personalized Agent Engagement, which allows managers to easily provide real-time coaching and on-demand training from anywhere