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Enhance your Customer Support with Agentforce and Experience Cloud

Forward Looking Statements This presentation contains forward-looking statements about, among other things, trend analyses and statements regarding future events, anticipated growth and industry prospects, and our strategies, expectation or plans regarding product releases and enhancements. The achievement or success of the matters covered by such forward-looking statements involves risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, results or outcomes could differ materially from those expressed or implied by these forward-looking statements. The risks and uncertainties referred to above include those factors discussed in Salesforce's reports filed from time to time with the Securities and Exchange Commission, including, but not limited to: our ability to meet the expectations of our customers; uncertainties regarding Al technologies and its integration into our product offerings; the effect of evolving domestic and foreign government regulations; regulatory developments and regulatory investigations involving us or affecting our industry; our ability to successfully introduce new services and product features; our ability to execute our business plans; the pace of change and innovation in enterprise cloud computing services; and our ability to maintain and enhance our brands. Last updated: April 25, 2024

Fabien Taillon Partner & CTO at Texeï Salesforce MVP - Hall of Fame

● What is Agentforce ● Why Agentforce ● Security ● Agentforce and Experience Cloud ● Empower Agentforce with Data Cloud Agenda

What is Agentforce ?

Agents don’t just assist. They take action. Chat bots Fixed rules & repetitive tasks Copilots Smart, tailored assistance Hey Einstein, can you tell me about this order? The tracking number is GH789AKM and it will arrive by 9/18 Agents Autonomous Intelligent Proactive Trusted Atlas Reasoning Engine

Agentforce Send context to LLM Clarify intent Gather input to execute How Agents plan & take action User Triggers Complete task Conversation Slack Chat Voice Data CRM Telemetry Web Automations Select & chain actions Select topic & get Instructions

Why Agentforce ?

@FabienTaillon - https://www.texei.com/blog The daily frustrations of your customers The reality of customer support today 😕 "Sorry, I can't find your reservation..." Your support team spend time searching for information 😤 "Could you repeat your issue?" Your customers have to repeat themselves in every interaction 😫 "Let me transfer you to the right department..." The customer journey is fragmented ⏰ "An agent will get back to you within 48 hours..." Your response times are getting longer

A simplified support experience for your customers With Agentforce 👤 A single point of contact Context preserved Automation of low-value tasks Reduced processing time Better resource utilization 📈 Service quality Consistent responses 24/7 service Continuous interaction tracking 💰 Cost optimization Fewer repetitive tickets Intelligent self-service Easier scalability @FabienTaillon - https://www.texei.com/blog

Security

Einstein Trust Layer Audit Trail Feedback Framework Toxicity Detection Data Demasking Connect API / Models API Secure Data Retrieval Grounding Prompt Defense Data Masking Secure Prompt LLM Prompt Template/ Prompt Zero retention agreements External System LLM Gateway Masked response Response Einstein Trust Layer @FabienTaillon - https://www.texei.com/blog

Agentforce and Experience Cloud

One Platform 💙 Salesforce Experience Cloud + Agentforce @FabienTaillon - https://www.texei.com/blog

Demo App for Agentforce, Experience Cloud and Data Cloud Coral Cloud @FabienTaillon - https://www.texei.com/blog

Demo App for Agentforce, Experience Cloud and Data Cloud Coral Cloud @FabienTaillon - https://www.texei.com/blog

Demo

Agentforce behind the scene @FabienTaillon - https://www.texei.com/blog

Agentforce behind the scene @FabienTaillon - https://www.texei.com/blog

Agentforce behind the scene @FabienTaillon - https://www.texei.com/blog

Salesforce is secure, keep it that way Security Best Practices ● Same as Community ● Check User/Guest User access ● Check how Flow/Apex are run @FabienTaillon - https://www.texei.com/blog

Empower Agentforce with Data Cloud

Data Cloud grounds prompts in your trusted data Augmented Prompt Grounding Enrichments DMOs Data Graphs Vector/Hybrid search (RAG) Button Copilot Flow Prompt Generated Response Secure Gateway Any Model Einstein Trust Layer

Data Cloud + Unstructured Data = 💙

Data Cloud + Unstructured Data = 💙 Knowledge Articles

Recap

@FabienTaillon - https://www.texei.com/blog Recap ● Fully integrated with the Platform ● Just a few clicks away from your external website with Experience Cloud ● Easy to ground with Data Cloud Agentforce is…

@FabienTaillon - https://www.texei.com/blog https://github.com/trailheadapps/coral-cloud Resources https://trailhead.salesforce.com/content/learn/trail s/get-ready-for-agentforce https://trailhead.salesforce.com/content/learn/project s/quick-start-explore-the-coral-cloud-sample-app

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