CRM

The era of reactive customer support is over. Customers demand faster and more personalized service in the snap of a finger, adding more to service representatives’ plates and leading to burnout. And with 65% of service leaders anticipating an increase in case volume over the next year, while only 58% expecting to have a headcount […]

When you build with Agentforce, getting “an answer” isn’t enough. You want the right answer, every time. That’s where custom evaluation criteria shine. They let you tell Salesforce exactly what to look for in an agent’s response, from key phrases to specific actions. In this post, we’ll explore how to create your own custom tests,

Have you ever felt like your to-do list just keeps getting longer and longer? As a startup or small and medium-sized business (SMB) with lean resources, your tasks may seem to be multiplying even though you’re checking things off. From answering questions to updating marketing messaging to handling operations — you’re doing it all. According

Think AI implementation is just plug-and-play? Nicole Pomponio, 2025 Salesforce MVP and self-proclaimed “process nerd,” has an update for you: “Setting up Agentforce is the start of a journey — it’s most powerful when you continuously guide your agents, refine your processes, and evolve alongside them.”   As Director of Delivery Management Operations at SaltClick, she’s

Dreamforce is almost here, and we’re committed to reducing waste, sourcing responsibly, and designing the world’s largest and most trusted AI event with intention. Whether you’ll be attending virtually or onsite in San Francisco, here’s how sustainability is coming to life at Dreamforce — and how you can get involved. We’ll cover: Sustainability sessions at

Are you a university student ready to kick-start your career at the cutting edge of technology? You’ve come to the right place. At Salesforce, we’re not just using AI, we’re redefining it. As digital natives, you’ve grown up in an environment powered by smartphones, cloud apps, social media, and now AI. You’ve been immersed in

It’s the most exciting time of the year. Dreamforce 2025 is almost here! This October 14–16, Customer Success at Dreamforce takes center stage as we dive into the strategies, stories, and innovations shaping the future of customer experience. From hands-on learning to AI-powered insights, you’ll discover how to unlock new levels of customer success excellence

Key Takeaways Full Copy Sandboxes are essential for realistic AI agent testing. Using a complete replica of production data allows developers to accurately test complex scenarios, performance under load, and edge cases without any risk to live operations. Testing is crucial for building trust in AI. The Agentforce Testing Center enabled systematic stress tests, negative