Day 2 of Dreamforce 2024 was packed with exciting announcements and innovations that will shape the future of the Salesforce ecosystem. As a Salesforce Partner, Freeway Consulting understands the importance of staying at the forefront to offer our clients the most innovative solutions. This year, our team of experts is absorbing all the first-hand knowledge at this global event, with the goal of implementing the most relevant updates as soon as possible.
Below, we share a summary of the key moments and platforms that will define the future of businesses, all with a focus on how Freeway Consulting is preparing to capitalize on these innovations.
Cindy: Our Dreamforce Guru meeting the new Agentforce from Salesforce
Agentforce: A Revolution in Customer Service
One of the day’s highlights was Agentforce, a platform that integrates human-AI collaboration, data, and actions to improve productivity and customer service. Its key features include a reasoning engine, data integration, and customizable agents for sales, service, and marketing. Wiley, a renowned company in the education sector, shared its success with Agentforce, achieving a 40% increase in case resolution thanks to the implementation of this technology. The platform also supports multimodality, advanced search, and image processing.
The Freeway Consulting team has paid special attention to how this platform will allow companies to automate processes and improve case tracking, key elements to offer top-notch service. Although we are still in the learning phase, the potential of Agentforce is evident. Soon, we will be in a privileged position to help our clients implement this powerful tool in their daily operations, taking customer service to a new level.
Service Cloud: Renewing the Customer Experience
Service Cloud had a super informative keynote about this new autonomous agent technology. The keynote presented the improvements to Service Cloud, a complete AI-powered customer service platform that combines human warmth with the efficiency of artificial intelligence. With Agentforce, companies can achieve significant improvements in case deflection and cost savings while providing a more personalized and proactive customer experience. Additionally, the Customer Experience Intelligence tool provides real-time information on customer sentiment, allowing companies to identify and address issues proactively. The future of customer service is here, and at Freeway, we are preparing to implement the new Service Cloud features as soon as possible!
At Freeway Consulting, we have extensive experience in implementing and optimizing Service Cloud, having helped numerous companies transform their customer service, such as Paquetexpress, who we met at Dreamforce. The new features presented at Dreamforce give us even more tools to personalize and improve the customer experience, and we are eager to apply them for the benefit of our clients.
Sales Cloud: Maximizing Sales Opportunities
The Freeway team was also present at the highly anticipated Sales Cloud keynote. During the presentation, advancements such as AI-powered automatic email generation, simplified contact data entry, and real-time coaching tools to improve meetings were highlighted. Among the most relevant new features, Revenue Cloud, a solution that integrates quotes, billing, and order management, and Sales Performance Management, designed to facilitate sales planning and commission tracking, were introduced. The keynote closed with inspiring customer success stories and the launch of Salesforce Go, a tool that promises to improve the efficiency of administrators.
Freeway Consulting has been a key partner in implementing Sales Cloud for a variety of companies, helping them optimize their sales processes and increase their productivity, such as our friends at Logrand Entertainment Group, whom we also met with at Dreamforce. With solid experience in this cloud, the Freeway team continues to update constantly to implement these new features in our clients’ projects as soon as possible.
Financial Services Cloud: Innovating in the Financial Sector
The financial sector was not left behind in the innovations of this day at Dreamforce. Financial Services Cloud received new capabilities that improve the personalization of the financial services offering. These tools will not only allow financial institutions to offer more detailed attention but also manage their client portfolio more effectively.
Freeway Consulting has a solid track record in implementing Financial Services Cloud for leading financial institutions, such as the case of CAFSA, which we invite you to read about. The new capabilities presented at Dreamforce will allow us to take our solutions to a new level, helping our clients offer an even more personalized and efficient experience to their customers.
Retail Cloud: The Launch of Modern POS
One of the most anticipated moments was the launch of Modern POS within Retail Cloud. This system is designed to transform the point-of-sale shopping experience, making it easier for businesses to offer a unified customer experience, regardless of the channel. With Modern POS, retail companies will be able to manage inventory in real time, offer simplified payments, and improve the shopping experience both in physical stores and online.
Freeway Consulting has successfully worked on implementing Retail Cloud for various retailers, helping them optimize their operations and improve the customer experience. The launch of Modern POS gives us an exciting opportunity to take these implementations to the next level, offering our clients a cutting-edge point-of-sale solution that will transform their business.
The new winning formula of Agentforce is: “Humans with Agents Drive Customer Success Together.”
Freeway Consulting: Your Nearshore Salesforce Partner
At Freeway Consulting, as a Summit Partner, we know that the key to success lies in adapting quickly to new technologies and solutions. Our team at Dreamforce has been absorbing every update with a clear focus: to be ready to implement them as soon as they return.
As a nearshore outsourcing provider, we specialize in Salesforce staff augmentation, managed services, and support. Let us help you leverage the latest Salesforce innovations to drive your business forward. Contact us today to learn more about our services and how we can help you achieve your goals.
Connect with Freeway Consulting at Dreamforce 2024!
See you tomorrow, Dreamforce! Day 1 has been amazing, but the adventure continues. Remember that the Freeway team is here, ready to connect and explore opportunities with you. Want to chat about innovation or collaborations?
Find our leaders on LinkedIn
Carlos Marozzi (Commercial Director – USA)
Or schedule a meeting with us at Dreamforce and let’s unlock your business’s full potential together!
