CRM

When an agent is deployed to handle a customer interaction, it’s not enough for it to answer a single question correctly. Real conversations are multi-turn: customers greet the agent, introduce themselves, ask follow-ups, and switch topics. Every turn matters, and every answer must remain consistent with the context previously set in the conversation. In this […]

As a startup or small and medium business (SMB) owner, you’re measuring customer analytics, right? Do you have a customer analytics tool? Are you measuring the right data? And where are you keeping this data? (Please don’t say a spreadsheet.) And beyond collecting data, the question begs: Can your entire team collaboratively track, analyze, and

As we move beyond simple chatbots toward autonomous AI agents that can reason, plan, and execute multi-step tasks, basic prompt engineering is no longer enough to deliver the kind of performance and reliability that enterprises expect from a production-grade system. Context engineering is emerging as a new standard — a dynamic method for packaging the

The holidays are a marketer’s dream — hello, increased engagement! — and also the biggest opportunity to build lasting customer relationships. In order to be successful, you need to execute campaigns across every channel that drive sales. But the real challenge is the need to move faster, to personalize even deeper and to connect with

Good engineers search for what’s next. Great ones recognize it and run toward it. That’s what brought Krista Hardeback, Simeon Dimitrov, and Usman Nasir, three leaders of our Forward Deployed Engineering teams, back to Salesforce to build with Agentforce.  They each recognized the potential of Agentforce to shape the future of work, especially when powered

If you’re a Salesforce Admin, you know your job isn’t just about managing data—it’s about making the business run better. You connect the dots, automate the busy work, and turn ideas into systems that scale. That means figuring out how to make AI actually useful at work. But the moment you try to put it

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