Salesforce Miami User Group Event - 3rd Quarter
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Summaries Sales Coming Soon Sales Assistant Generate personalized responses grounded in relevant data & knowledge Service & Sell with AI Service & Sell with AI Service & Sell with AI Service & Sell with AI Service & Sell with AI Service & Sell with AI Service & Sell with AI Service & Sell with AI Service & Sell with AI Service & Sell with AI Service & Sell with AI Service & Sell with AI Service & Sell with AI Service & Sell with AI Service & Sell with AI
Salesforce Miami User Group Event - 3rd Quarter
- 2. Jorge L. Fernandez Miami Salesforce Admin Group Leader Rene Raul Garcia Miami Salesforce Developer Group Leader
- 3. Thank you to BIT Center
- 4. Our Sponsors
- 6. Agenda ● 5:40 PM My Salesforce Journey, by Todd Knoblock ● 6:00 PM Develop Apps on Salesforce - OEM Model, by Lemay Sánchez ● 6:20 PM Our take on the organization of a development team, by Fernando Gómez ● 6:40 PM Latest Innovations from Dreamforce 2023, by Michelle Cummings and Andres Garcia ● 7:00 PM Greeting and refreshments
- 8. Todd J. Knoblock 3x Certified | 17x Superbadges | Talent Stacker | Trailhead Ranger | Veteran Online Portfolio dot.cards
- 9. Agenda ● Professional Background ● Salesforce Journey ● Training Opportunities ● Flow Demo
- 10. Professional Background: (Previous life…) ● United States Navy (1997 - 2017) ○ Senior Signals Intelligence (SIGINT) Analyst ● Booz Allen Hamilton (2017 - 2022) ○ Curriculum Developer > ISD > QA ○ Application Support Specialist ■ Astra Schedule by Ad Astra ● Academic Schedule & Resource Planning Software
- 11. Salesforce Journey: (Current life…) ● Introduced August 2022 ○ Administrator - Nov 2022 ○ Associate - Feb 2023 ○ Platform App Builder - Jun 2023 ○ Business Analyst - TBD ● Job Hunting ○ Online Portfolio ○ Custom Job Tracking App ○ Lessons Learned
- 12. Training Opportunities: ● Trailhead ● Focus on Force ● Talent Stacker ● AI Force Training ● Get Force Certified ● Clicked Experiences ○ Salesforce Admin & Analyst Team Sprint ○ Salesforce Business Analysts Team Sprint ○ Salesforce Flows Team Sprint (x2)
- 13. Flow Demo: Challenge Tasks ● “Birthdays are huge for us. We want to celebrate our customers’ birthdays with an automated and customized greeting card so they know how much we appreciate them” Scheduled-Triggered Flow Record-Triggered Flow ● “Sometimes our sales team misses an opportunity because our system does not alert them in time. Our sales team needs to be alerted about specific opportunities in real-time- and if it is important they need additional incentive to respond immediately.” ● “Our opportunity names are all sorts of messed up! Sometimes the lead name is first, sometimes the capture date is first, sometimes the account owner is first. We need a standardized way of naming opportunities because our support team is overwhelmed!” Record-Triggered Flow
- 14. Flow Demo
- 16. Develop Apps on Salesforce OEM Model by: Lemay Sanchez Founder & CEO of PlanProphet, Inc
- 17. OEM App Benefits Leverage Salesforce Sell to non-Salesforce orgs Scale fast
- 18. How does it work? Apply for Salesforce OEM license Explain business model to Salesforce, including sales price (rev share 25%) Develop app and submit for security review Publish and sell!
- 20. PlanProphet runs and automates your front of the house. Front of the house. production Production Marketing, Customer service, Sales, Billing, Proofing Your Customers Your production
- 21. PlanProphet is powered by ● PlanProphet’s foundation is based on Salesforce, but is built to work exclusively for the print industry. ● Places your team at the forefront of CRM, Sales and Marketing Automation technology.
- 22. PlanProphet is a deeply integrated CRM YOUR MIS
- 23. Is an advanced Analytics and Reporting Engine
- 24. Is an Internal Collaboration Tool
- 26. Is a billing, customer service, sales and marketing Automation Engine
- 27. Is an App.
- 28. Is a large, engaged and growing community of thousands of users that love to collaborate and share ideas!
- 29. Pricing
- 32. Framework Building Approach 1 Framework Mentality Identify features that should be packed into a framework. ● Feature is commonly needed in most organizations. ● Many different implementations from different team members. Time Allocation ● Develop 1st version when needed for a project. Allocate further time to make it generic and reusable. ● Keep adding elements that can be used in future projects. Document + Push + Reuse Features are properly documented and placed in a shared Git repository to facilitate access and collaboration.
- 33. Common Frameworks and Utilities 1 Callout Utility Build and send HTTP Requests and process HTTP Responses. Use Named Credentials. Trigger Framework Standardized way of handling apex triggers. ● Activate/Deactivate via code. ● Reusable handler classes. Logger Framework Create custom and persistent logs imperatively. Log unhandled exceptions. Math Utility Common arithmetic calculations not present in the apex native Math class. …
- 34. Unified Coding Standards 2 Naming convention (classes, methods, variables, utilities, handlers, etc). Coding style (Indentation, spacing, spelling, comments, etc). Rules and recommendations (Exception handling, PMD Source Analyzer, etc). Easier to Read!! ● Gives a uniform appearance to code written by different engineers. ● Improves readability and maintainability. ● Reduces complexity. ● It promotes sound programming practices and increases efficiency of the programmers. ● Reduce security concerns and performance issues as a result of poor coding practices. ● Better bug fixing process!! Soft Laws
- 35. Reusability as a Rule 3 What is it? The practice of using existing code or components to create new software applications or features. How it helps? Code reuse can reduce development time, cost, and errors, as well as enhance consistency, reliability, and security. ● Develop features by layers, from Generic to Specific. ● Identify pieces that can be reused (repeated code, commonly needed routines, etc). ● Rule of 3: ○ If you repeat it once, copy it. ○ If you repeat it twice, refactor it. My Rule of 3 has 2 If you repeat it once: REFACTOR IT.
- 36. Reusability as a Rule 3
- 37. Frequent Team Touchpoints 4 Not much good can come from frameworking, reusing, and standardizing if team members are not aware of each other’s contributions… Presentation and Q&A about new features uploaded to our library. Discussion about industry standards, Salesforce releases, trends, etc. Brainstorming on how to address concerns and issues. Even some work unrelated topics. ;) Specifics about ongoing projects are not discussed here.
- 39. Rachna Vashistha Proofpoint Fred Najjar JLL Now Everyone’s an Einstein Michelle Cummings, Business Value Service Mgr Andres F Garcia, Enterprise Architect Data + AI + CRM + Trust
- 41. Forward Looking Statements This presentation contains forward-looking statements about, among other things, trend analyses and future events, future financial performance, anticipated growth, industry prospects, environmental, social and governance goals, and the anticipated benefits of acquired companies. 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, Salesforce’s results could differ materially from the results 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: impact of, and actions we may take in response to, the COVID-19 pandemic, related public health measures and resulting economic downturn and market volatility; our ability to maintain security levels and service performance meeting the expectations of our customers, and the resources and costs required to avoid unanticipated downtime and prevent, detect and remediate performance degradation and security breaches; the expenses associated with our data centers and third-party infrastructure providers; our ability to secure additional data center capacity; our reliance on third-party hardware, software and platform providers; the effect of evolving domestic and foreign government regulations, including those related to the provision of services on the Internet, those related to accessing the Internet, and those addressing data privacy, cross-border data transfers and import and export controls; current and potential litigation involving us or our industry, including litigation involving acquired entities such as Tableau Software, Inc. and Slack Technologies, Inc., and the resolution or settlement thereof; regulatory developments and regulatory investigations involving us or affecting our industry; our ability to successfully introduce new services and product features, including any efforts to expand our services; the success of our strategy of acquiring or making investments in complementary businesses, joint ventures, services, technologies and intellectual property rights; our ability to complete, on a timely basis or at all, announced transactions; our ability to realize the benefits from acquisitions, strategic partnerships, joint ventures and investments, including our July 2021 acquisition of Slack Technologies, Inc., and successfully integrate acquired businesses and technologies; our ability to compete in the markets in which we participate; the success of our business strategy and our plan to build our business, including our strategy to be a leading provider of enterprise cloud computing applications and platforms; our ability to execute our business plans; our ability to continue to grow unearned revenue and remaining performance obligation; the pace of change and innovation in enterprise cloud computing services; the seasonal nature of our sales cycles; our ability to limit customer attrition and costs related to those efforts; the success of our international expansion strategy; the demands on our personnel and infrastructure resulting from significant growth in our customer base and operations, including as a result of acquisitions; our ability to preserve our workplace culture, including as a result of our decisions regarding our current and future office environments or work-from-home policies; our dependency on the development and maintenance of the infrastructure of the Internet; our real estate and office facilities strategy and related costs and uncertainties; fluctuations in, and our ability to predict, our operating results and cash flows; the variability in our results arising from the accounting for term license revenue products; the performance and fair value of our investments in complementary businesses through our strategic investment portfolio; the impact of future gains or losses from our strategic investment portfolio, including gains or losses from overall market conditions that may affect the publicly traded companies within our strategic investment portfolio; our ability to protect our intellectual property rights; our ability to develop our brands; the impact of foreign currency exchange rate and interest rate fluctuations on our results; the valuation of our deferred tax assets and the release of related valuation allowances; the potential availability of additional tax assets in the future; the impact of new accounting pronouncements and tax laws; uncertainties affecting our ability to estimate our tax rate; uncertainties regarding our tax obligations in connection with potential jurisdictional transfers of intellectual property, including the tax rate, the timing of the transfer and the value of such transferred intellectual property; uncertainties regarding the effect of general economic and market conditions; the impact of geopolitical events; uncertainties regarding the impact of expensing stock options and other equity awards; the sufficiency of our capital resources; the ability to execute our Share Repurchase Program; our ability to comply with our debt covenants and lease obligations; the impact of climate change, natural disasters and actual or threatened public health emergencies; and our ability to achieve our aspirations, goals and projections related to our environmental, social and governance initiatives. Updated: September 28, 2022
- 42. AI is not new Einstein 1 - our new platform AI Innovation AI Value Generating Opportunity TrAIlblazer in action Topics to be covered
- 43. Technology is moving faster than ever
- 44. We’re in an AI revolution Wave 2 Generative Predictive Wave 1 Autonomous & Agents Artificial General Intelligence How can I help you? Wave 4 Wave 3 Image generated by Midjourney
- 45. The AI opportunity Sources: 1McKinsey, GenerativeAI & the Future of Work in America, 2023. 2Upwork, 2023. 3McKinsey, The Economic Potential of GenerativeAI. 4World Economic Forum. AI: 3 ways artificialintelligence is changing the future of work, 2023. 5NewVantage Partners, “Data and AI Leadership Executive Survey,” 2022. of leaders agree gen AI better serves customers1 Customer Success 84% Productivity of employee time freed up by 2030, 30% Growth expected annual GDP impact due to AI4 ~$4.4T of execs will hire more skilled workers due to gen AI3 64% Jobs 92% Strategy of businesses are seeing returns from A I investments6 of companies are likely to adopt AI by 20275 3 of 4 Transformation
- 46. Disconnected data Disconnected API’S Disconnected apps Disconnected vendors Low productivity The AI Experience You Want Enterprises are Here
- 47. #1 priority for CEOs AI is the The AI Trust Gap 52% of consumers don’t believe AI is safe and secure1 Islands of data LLMs taking your data Hallucinations Bias & Toxicity 1 Source: 2023 MITRE-Harris Poll.
- 48. Customer 36O is your single source of truth
- 49. 10 years of AI innovation
- 51. Integrated Intelligent Automated Low code & no code Open Einstein1 Platform The Trusted AI Platform for Customer Companies
- 52. Einstein1 Platform is intelligent First predictive & generative AI for CRM Democratized AI for the enterprise Productivity for all 30% faster closings with automatic lead routing predictions a week 1T+
- 53. AI Solutions by Business Function
- 54. Client Service AI Available Today Service Cloud, the World’s #1 Service Platform Next Best Action Surface personalized recommendations based on Salesforce & non- Salesforce data Case Classification Predict relevant case details in any language with ML Article Recommendations Identify & recommend the best articles based on case details & text Reply Recommendations Use a catalog of common replies & recommend the right, contextual response Case Wrap up Leverage ML to suggest field values based on closed cases & transcripts Conversation Mining - In Beta Save time analyzing case data by automatically identifying the most common contact reasons AUTOMATE ASSIST OPTIMIZE Service Cloud Einstein Bots* Help customers find answers without having to speak to an agent Recommendation Builder Deploy real-time, personalized recommendations to drive revenue Case Routing Use route rules to deliver cases from any channel to the right queue Service Analytics Use pre-built dashboards to discover insights & take action ROI in 2 years with AI 213%
- 55. Scale Now with Service AI Boost service productivity & drive faster resolutions Drive efficiencies on one, connected platform case resolution increase with AI +30 % Personalize every interaction with trusted CRM data Coming soon Search answers Coming soon Knowledge articles Coming soon Mobile work briefings Pilot Now Work Summaries Pilot Now Service Replies GA July 19 Service Replies GA July 19 Work Summaries
- 56. Service GPT Innovations Coming Soon! Service Replies Work Summaries Knowledge Articles Search Answers Generate personalized responses grounded in relevant and trusted data and knowledge at any touchpoint, on any channel Drive agent productivity by generating wrap up summaries based on case data and history Formalize institutional knowledge by automatically drafting a knowledge article based on support interactions Surface generated answers to agents’ & customers’ questions that are grounded in your trusted knowledge base directly into your search page Mobile Work Briefings Intelligently surface and summarize the most relevant data to start the job at hand
- 57. Sales AI Available Today SALES CLOUD Einstein Lead Scoring Focus on the leads most likely to convert Einstein Relationships Insights Build better relationships with prospects Conversation Insights Make every call a closing call with call insights, transcripts, and next steps Einstein Forecasting Improve forecast accuracy Einstein Opportunity Scoring Focus on the opportunities most likely to close Email Insights Know how to respond with context Buyer Assistant Start live conversations with more quality leads Deal Insights Address pipeline gaps with actionable intelligence in the flow of work PROSPECT NURTURE CLOSE Automatic Data Capture |Automated Contacts |Activity 360 All included in Sales Cloud UE
- 58. Accelerate Growth Now with Sales AI Sell Smarter with Data Sell Efficiently on One Platform Sell Faster with AI and Automation Coming Soon Call Summaries Coming Soon Sales Assistant Beta Now Buyer Assistant (Sales Bots) GA Now Sales Emails increase in seller productivity +29 %
- 59. Confidential Sales Emails Auto-create personal & impactful emails Buyer Assistant (Sales Bots) Automated lead qualification & scheduling Generate call summaries & action items Call Summaries Sales Assistant Hub for GPT and Guided Selling Even More Sales AI Innovations Coming Soon
- 60. Make every moment count with AI + Data + CRM Fuel creativity with data-driven answers Unlock efficiency with GPT-powered campaigns Redefine the limits of personalization at scale Marketing AI Source: 2023 Salesforce Marketing Cloud TEI Forrester Study Confidential 3x increase in ROI Introducing Segment Creation Coming soon Email Content Creation Coming soon
- 61. Power commerce everywhere with AI + Data + CRM Commerce AI * FY23 Customer Success Metrics ** Salesforce FY22 Platform Data Introducing Embedded Apps for Sales and Service Embedded Apps for Social Hybrid Storefront GPT-Powered Product Descriptions GPT-Powered Concierge GPT-Powered Promotions GA | Now GA | Now Coming soon Coming soon GA | Now GA | Now GDPR and CCPA Compliant PCI Compliant 29% increase in online revenue* 2B unique shoppers in 2022** Sell on every customer touchpoint with the #1 CRM Fuel growth with the power of trusted AI Personalize at scale with real-time, harmonized data
- 62. Einstein for Developers Build custom apps at lightning speed with AI-driven coding Ship best-in-class CRM code with AI-suggested improvements Uplevel dev expertise instantly with AI-paired programmer Unleash developer productivity with generative AI for Salesforce languages Apex GPT LWC GPT Coming soon Coming soon 90 mins per week saved by developers internally at Salesforce Code Builder Coming soon
- 63. External Models Shared Trust Deep Dive of the Einstein Trust Layer Hyperforce-native architecture built for secure invocation of LLMs Salesforce Apps Salesforce Trust Boundary Einstein Trust Layer CRM + Data Cloud* + MuleSoft* Data Hyperforce Trusted Infrastructure Secure Data Retrieval Hyperforce-native architecture built for secure invocation of LLMs Dynamic Grounding* Prompt Defense* Flow, Vector Search Data Masking* Prompt Templates TLS | Zero Retention Salesforce-Hosted Prompts Completions Audit Trail Generations Feedback Framework* (Hosted Only) Toxicity Detection* Data Demasking* LLM Gateway "Future functionality. Any unreleased services or features referenced here are not currently available and may not be delivered on time or at all. Customers should make their purchase decisions based upon features that are currently available."
- 64. The AI revolution is a Value Generating Opportunity
- 65. Supercharge productivity with trusted AI Einstein Copilot Can Transform Every Department Sales Marketing Commerce IT Service Close deals faster Resolve inquiries more accurately Create more resonant content Increase conversion rates Develop faster Service Replies Product Descriptions Natural Language to Code Subject Lines Work Summaries Campaign Assistance Smart Promotions Commerce Concierge Apex Auto- Completion Knowledge articles Sales Emails Chat-based Coding Assistant Search answers Mobile work briefings GA GA P P P Buyer Assistant Call Summaries Sales Assistant GA Oct 23 Feb 24 Oct 23
- 66. ⬇ Deal Cycle Time ⬇Case Resolution Time ⬆New Customer Acquisition ⬆Conversion Rates ⬆Speed to Value ↑ Productivity ↑ Deliverable Quality ↑ Employee Satisfaction & Retention ↑ Security Business Outcomes in the Flow of Work Empower every team with AI + Data + CRM ⬆Win Rate ⬆ Upsell Cross-sell ⬇ Revenue Leakage ⬆Customer Retention ⬆Agent Productivity ⬇Cost to Serve ⬆Customer Re- engagement ⬆Customer Retention ⬆Marketer Productivity ⬆Avg Order Value ⬆Order Frequency ⬇Order Placement Costs ⬆Developer Productivity ⬇IT Costs Sales Marketing Commerce IT Service
- 67. Source: State of Sales Report Conducted Sept 2022 Sales Zooming In: Day in the Life of Sales
- 68. Einstein Copilot for Sales features impact all non-selling activities 54% of sales rep time could be impacted → 22 hours / week → 50% productivity gain → $54K annual cost savings (per rep)1 Sales Source: State of Sales Report Conducted Sept 2022; Assumes fully-loaded sales OTE of $200K; Assumption of 50% improvement to productivity (see slide 27 for additional details around quantified value) Zooming In: Einstein Copilot for Sales Impact Buyer Assistant Sales Assistant Call Summaries Sales Emails
- 69. IMPACT BENEFIT AREAS SALESFORCE ENABLERS Cost Savings Sales Productivity ● Auto-create personal & impactful emails in a click ● Summarize calls with customers and suggest follow-up actions Reduced Rep Attrition ● Streamline and automate current process that create friction to create a better experience Cost of Data Security Breaches ● Mitigate risk via Einstein Trust Layer Revenue Gains Lead Conversion & Deal Cycle Time ● Automate lead qualification and scheduling ● Identify and prioritize sales leads with comprehensive consumer profiles ● Suggest actions to reps to improve customer engagement at every point of contact Win Rate ● Auto-create personal & impactful emails in a click ● Help reps with prospect & contact research, and meeting prep/follow-up Up-sell & Cross-sell ● Personalized product recommendations using analytics and insights ● Create compelling content to highlight the benefit of offerings Revenue Leakage ● Consolidate data from multiple orgs/interactions/channels ● Report on global view of forecast per account Sales: Detailed Enablers Behind the KPIs Generative AI is resulting in an ROI uplift of 10 to 20 percent Decrease in 3-5% of current global sales expenditures Increase in revenue uplift of 3- 15% Sales Automate ~60 - 70% of daily activities Source: State of Sales; McKinsey study Option 1
- 70. Zooming In: Einstein Copilot for Service Impact How Service Reps Spend their Time in an Average Day Work Summaries can drive agent productivity by generating wrap-up summaries based on case data and history Search Answers can generate answers to customers’ questions that are grounded in your trusted Knowledge base Service Replies can generate personalized case responses in messages rounded in trusted data Chatbots can help customers find self-service answers to outage- related questions without needing an agent Reviewing assigned queries Checking unresolved issues Meeting with managers Managing customer issues Educating customers about the business’s products and services Researching information for customers Answering customer cases (time spent on phone, email, etc) Escalating complex queries Updating the CRM application with case info Updating knowledge base and closing the case Sharing feedback with internal teams Source: A Guide to a Day in the Life of a Customer Service Representative Einstein Copilot for Service can boost service productivity across various daily activities Service
- 71. IMPACT BENEFIT AREAS SALESFORCE ENABLERS PROOF POINTS1 Cost Savings Increased Agent Productivity ● Ability to automate work activities that absorb 60-70% of time today ● Less time spent searching for information/answers ● Less time spent writing up case summary notes 30-40% increase in productivity; 60-70% automation of rep activities Resolution During Initial Contact ● Retrieve data to quickly answer questions and resolve issues during an initial interaction Increased issue resolution by 14% an hour Reduced Case Resolution Time ● Provide assistance in real time and recommending next steps. ● Read infinite product documents and knowledge articles and suggest an answer Reduced time spent handling cases by 9% Customer Self Service ● Immediate and personalized chat responses to complex customer inquiries ● Ability to automate chat responses to a higher percentage of customer inquiries 50% reduction in the volume of human-serviced contacts Reduced Agent Attrition & Manager Intervention ● Automate much of the service process to create a more user-friendly rep experience ● Enhance quality assurance and coaching by gathering insights from customer conversations, determining what could be done better Reduced agent attrition and requests to speak to a manager by 25% Revenue Gains Increased Sales ● Ability to rapidly process data on customers and their browsing histories ● Ability to identify product suggestions and deals tailored to customer preferences Detailed Enablers Behind the KPIs Source: The economic potential of generative AI: The next productivity frontier, McKinsey & Company, July 14, 2023 Service Option 1
- 72. The Importance of Salesforce’s Trust Layer Service Sales Source: Cyberhaven Of employees have pasted sensitive data into ChatGPT at least once Sensitive data makes up 11% of what employees paste into ChatGPT (followed by source code and client data) 4.7% ChatGPT is incorporating that material into its publicly available knowledge base and sharing it, leading to companies blocking ChatGPT for their employees. There are many legitimate uses of ChatGPT in the workplace, and companies that navigate ways to leverage it to improve productivity without risking their sensitive data are poised to benefit. Salesforce Creates Trust and Keeps Customer Information Secure Current Situation Why Salesforce
- 73. 20M global Trailblazers 2K+ community groups 11.6M new Salesforce ecosystem jobs by 2028 $2T net gain in business revenue from 2022 to 2028 + Source: The Customer Experience Survey for Premier conducted by Salesforce in January 2021 TrAIlblazers lead the AI revolution
- 74. Learnin-demand skills Earn resume-worthy credentials Connect to opportunities New Data Cloud Certification AI Certification MuleSoft Hands-on Challenges Skill up for the AI revolution
- 75. 218k certified consultants Your path to success in the AI Revolution Maximize ROI, wherever you are on your AI journey more valuefrom Salesforce 30% Source: The Customer Experience Survey for Premier conducted by Salesforce in January 2021