CRM

There was magic all over Dreamforce. Keynotes, demos and theater sessions all shared exciting innovations and strategies that attendees could take back to their organization. But I’d argue that if you asked Trailblazers where the real magic was, they’d say it was the catchup with an old colleague they hadn’t seen IRL in ages, the […]

For Niti Praveen, an executive with over 10 years in the Salesforce ecosystem, the launch of Agentforce didn’t just introduce a new product, it completely shifted her career’s direction. Now focused on selling and servicing Agentforce for SMBs, Niti sees AI not as a replacement, but as an “extra team member who handles time-consuming work,”

For decades, enterprise software has been built like factories — efficient, structured, and closed. That design served its purpose. Each generation of technology redefined how organizations processed and shared information: from the data-entry systems of the late 1990s, to J2EE-based architectures, to the web-enabled, service-oriented designs of the mid-2000s, and later to micro-services and cloud

A Journey Built on Service and Possibility Rachel and Ryan Dishman share a long-standing connection rooted in their military families. Their fathers served together in the Navy, and their families stayed close through multiple duty stations. Years later, Rachel and Ryan reconnected in high school and college, eventually married, and began building their own family

Picture this: your AI agent is helping a customer with a routine question over chat — suddenly, the conversation is derailed and your agent is sharing sensitive data and providing irrelevant information. Your customer is left confused, frustrated, and worried about how your organization is using their data.  This doesn’t need to happen, and it

Think about the last time you felt like more than just another customer. Maybe it was the local café that remembered your order, or a service provider who checked in after solving your problem. Those small gestures stick with you — and they’re the reason you go back. For small or medium sized businesses (SMBs),

When building Lightning web components (LWCs), it is essential to consider the mobile user and ensure their productivity in environments where connectivity is intermittent or nonexistent. And mobile users want more than just a mobile website; they want to leverage their device’s native capabilities to simplify their job. For example, a technician needs the ability

Service leaders will be most successful in today’s AI-driven world when they create a strong, convincing narrative of why, where, and when humans are essential to advance customer loyalty to a brand.  For the next five years, AI is unlikely to be preferred by a customer who is anxious, in a hurry, or has an

At Dreamforce, we didn’t just introduce a product. We said goodbye to the portal-to-ticket era. For too long, employees have been stuck in the portal-to-ticket vortex — navigating the portal, filling out the form, opening the ticket, and then waiting. And waiting. And waiting. Simple chatbots promised relief, but only delivered 20-30% coverage and left

Flow has become the backbone of modern automation in Salesforce, giving admins and developers a powerful way to streamline business processes without writing code. With that power, adoption has grown rapidly across orgs of all sizes, but at enterprise scale, it comes with real responsibility. High-volume processes and mission-critical automations leave little room for error.