Bree Chappelow  

[Presentation]

Hello, everyone. Good morning and welcome to today's session.

My name is Bree Chappelow, and I'm the APAC Product Marketing Manager for Sales Cloud. I'm extremely honored to be opening today's session and to be here with you all. Today's session is going to be around boosting sales success. And today, we're going to look at how Agentforce can help play a role in every step of the deal cycle, so how exciting is that?

And of course, before we do and with every Salesforce webinar, I'd just like to politely remind everyone to make your purchasing decisions based on technology that is generally available, which is no exceptions for today. Everything is available. And of course, we always like to start by saying a big thank you. Thank you so much to everyone for being our customers and everyone for being here live with us today. We truly appreciate your time.

Today's speakers include myself. We also have Rashmi and Dheeraj here joining us from the product management team. They're going to come on in a little bit and show you guys some fantastic use cases of Agentforce for Sales and also show you some demos so -- show you that live in action, but before we kick off, I just want to set the scene for you. And we're going to do that by talking about how sales is at a pivotal moment.

This moment is reflective of a generational shift in buyer behavior and technology advancements of data and AI, so this is a pivotal point and it's having a profound impact on how every organization approaches selling. As a result, sales teams are overwhelmed, increasing productivity pressures and targets. There's new tech adoption. There's relationship-centric across all channels. And on the flip side, buyers expectations are higher as well. They're higher than ever. And as they want to -- every experience to be personalized and on the channel of their choice. And they want expert consultants. So this is changing how everything works. And AI is changing all of this, and it holds a lot of promise. That's why we are lucky to have Agentforce for Sales Cloud.

So Agentforce is the accelerator to the value of Sales Cloud. And that's why, Sales Cloud, we have recently reinvented this in an agentic layer. And that's what we're excited to bring you, Agentforce for sales and help you transform that selling experience.

As the #1 AI CRM, we accelerate growth by bringing humans and agents together to drive success for our Salesblazers from 5-person start-ups who just landed their first customer, all the way to Fortune 100 companies with billions in revenue. Thousands of customers of every size and every geography and every industry trust Sales Cloud to be their growth platform. Our solution is built on a deeply unified Salesforce platform, meaning it brings the entire 360 experience, data and AI together in one place. Our fan, as you can see here, represents the completeness of our sales portfolio, all the way from pipeline to paycheck. And now with Agentforce built in, your sales teams are limitless. How exciting is that?

So when humans and agents work together, we see a new level of sales success unlocked, and that's exactly what today's session is all about. We're going to dive into some top use cases and give you a playbook to make Agentforce real for you and for your companies. And we're going to help you do the foundational work to ensure that both the sellers and your agents are accelerating your company's businesses and your company's goals. Humans with agents certainly drive sales success and help at every step of the deal cycle, and we're going to get into some use cases right now.

So today, we're going to show how [ Salesforce ] and Agentforce drive unparalleled efficiency and success for all of your sales organizations. We don't have enough time to get in all of these cases. I absolutely wish we did, but instead, we're going to keep it simple and cover 3 main topics here across the sales cycle and show you live demos of each. So we're going to look at personalized prospecting at scale, our Prospecting Center and Agentforce SDR. We're going to look at streamline account management with Pipeline Inspection and Agentforce and then also how to incentivize sales with SPM and Agentforce Sales Coach.

So without further ado, I'm going to throw it over to Rashmi to kick us off. Over to you.

Rashmi Prakash  

Awesome. Thank you, Bree. This is so exciting. I'm super excited to share with all of you how Salesforce with the power of Agentforce can super boost your sales pipeline.

We'll start with how Agentforce can help you with personalized prospecting leveraging Agentforce. What you see here is our Prospecting Center. This is the centralized prospecting hub purpose built to help you grow your pipe. Using this Prospecting Center, you can identify and prioritize your next best customer based on signals and their behavior. You can use buying signals like fit scores, engagement signals, intent signals to find your next best set of customers. You can do all of this by connecting your CRM as well as external data sources like ZoomInfo, Demandbase and much more. We have out-of-the-box connectors to build this connection so that your sellers can focus on the right set of customers no matter where they are coming from, whether it is CRM or other data sources.

Now with this continuous stream of prospects coming in, imagine having a super sales development rep that is available 24/7, never misses a lead. Instead of wasting hours every week reaching out to every possible lead with multiple follow-ups and multiple e-mails just to confirm if a lead is legit or not, our sellers can now use the time to build customer relationship and leave the rest to sales development agents. So this is the power of Agentforce sales development agent.

Now combining this power of Prospecting Center and Agentforce for sales development, we can deliver an end-to-end prospecting experience at scale. With Prospecting Center, we help sellers identify the next best customers to engage with based on fit scores, engagement scores, intent scores. Then leveraging Agentforce for Sales, we can target these set of customers automatically. Agentforce automatically outreaches to them, nurtures these leads, answer all their questions and keep the conversation up, ultimately booking a meeting with your prospect.

Now let's see all of this with a live demo. Here is the Prospecting Center, your centralized hub that will help you find your next best customer. Here you will find all your accounts coming from CRM or from external data sources like ZoomInfo, Demandbase, all integrated into one unified experience powered by Data Cloud. Based on predefined rules that can be configured, here you will see account scores, fit, engagement and intent scores.

Now let's drill into one of these accounts. In this account, Omega, you'll see a list of all your prospects, be it contacts within your CRM or leads coming in from external data sources. You'll also see fit, engagement and intent scores. So these are signals telling you about this account. Let's take engagement score, for example. These are signals telling you how prospects are engaging with your digital content. Fit score is coming from ZoomInfo. It's based on signal indicating fitment with your ideal customer profile. Intent scores is coming from Demandbase, providing you insights about the prospect's intent to buy. Based on these signals, you can see whether the prospect is trending positive or negative.

Now let's talk about segments. These are marketing teams defined segments from Data Cloud. Sales can also use the same segments to work on prospects. You can also sort these scores based on fitment, engagement or intent, allowing you flexibility to choose what type of leads you want to work on based on scores or segments. Now all I have to do is figure out what are the kind of leads that I want to work on and now deploy my Agentforce sales development agent that can automatically work on these prospects on my behalf. Now let's take a look at how Agentforce can work on these leads automatically.

This is my Agentforce sales development agent set up. I can see all my topics and actions. I can ground the conversations and responses that my Agentforce will have with the prospects of the customers using my data library. I can add files, which will ground all these conversations. I can also customize my agents to choose the language, the tone. And most importantly, I can actually configure what is the set of leads or prospects that my agent will work on. In this case, I can very easily define my agent to work on those leads whose engagement score is greater than 70, for example. And once I activate this agent, my agent gets into action. It looks at all my prospects which match this criteria and start engaging with them and having conversations with them automatically.

Now let's take a look at this in action. When my prospect receives an e-mail, they get a personalized e-mail from Agentforce indicating that we would like to do business with that customer. The agent can also do back-and-forth conversations in a personalized manner. In this case, when the prospects wants to schedule a meaning, agent can actually look at the calendar of the sales development agent, the human sales rep, and also book a meeting. You just saw how, combining the power of Prospecting Center and Agentforce for sale (sic) [ Agentforce for Sales], we can streamline your sales and build a strong pipe much more efficiently.

This is Pipeline Inspection view that all of you know and love. This is a single pane of glass that provides sales reps and sales managers with both a macro and a micro view of the pipeline so that everyone is aligned on the same KPIs and we can drive accountability. Additionally, you get customizable views based on your role. We have opportunity scores, visual skews to help you understand the changes that are there in the pipeline. You can also get a lot of insights from this view, which will surface the latest activity, the latest information that is relevant to your opportunity. For example, if there is any obstacle that is causing the deal from moving forward, you will let that know. You'll also see how -- for how many days is this deal in the same stage. All of these items that need your attention are highlighted in this Pipeline Inspection page. All of these help your sales teams to understand what are the right set of deals that they need to prioritize.

With all of this information and insights in place, what is the key to differentiate is to be able to take action. This is where Agentforce comes in. We have a power-packed conversational AI assistant available for all sellers. That means Agentforce is working alongside with your sellers to help them throughout their day. And it's embedded right into the flow of work, both inside your CRM as well as on the go.

Here are some of the standard sales actions that we have launched out of the box. For example, you can use Agentforce to give you insights about your forecast, help you summarize opportunities, accounts, contacts. You can also ask Agentforce to automate some of the tasks such as send a meeting follow-up e-mail or schedule a meeting or you can also ask Agentforce to create a personalized close plan for your deal anywhere, whether it's web or e-mail like Outlook or Gmail.

Here are some examples where our customers have also built custom actions using Agentforce platform. In this first example, a customer is asking Agentforce to help them identify the best cadence for a specific customer. Similarly, we have many such examples where you can have personalized custom actions that suits your business. When you combine the power of Pipeline Inspection and Agentforce for Sales, you get a complete visibility of your pipe. You get data. You get insights, and you can take action. Now let's go through a live demo to show this functionality.

Pipeline Inspection page. It gives me a 360-degree view of all the data and insights I need to know about my deals. I just had a great month and a new month is starting. I can go to my Pipeline Inspection page and learn more about the deals that I've won. What is my commit? What is my best case? What is my open pipe? And under each category, I can get all of the deals that I need to work on, along with information about the opportunity scores, the probability of winning, amount and when was the last activity that was done with this account.

Now let's drill into one of these accounts. I can see all of the data in Salesforce about the activities, the details of this account, who are the contacts, the products I'm selling. Now combine this with the power of Agentforce. In a very conversational manner, I can ask Agentforce to give me a quick summary of this account. It's been a while since I looked at this account. And Agentforce knows the context of the opportunity that we are in and derives the account from there. So here we go. We have a quick summary of this account. Similarly, I can summarize this opportunity, the contacts, products and all of these information.

Now it's been a while since I reached out to this account, so I want to take the help of Agentforce to draft an e-mail with Brian from this opportunity. And I want to discuss pricing. Now Agentforce takes all of the information about this opportunity, the products, the contact as grounding, and prepares a personalized e-mail that I can start off with. And within seconds, I have this personalized e-mail which is grounded in the CRM data and it's ready to be sent. I can also make changes to these e-mails using Einstein's help. I want to also include an exciting offer of 10% discount. Include this in the e-mail. This level of personalization and leveraging Agentforce for conversations can be done both on web as well as on the go on your mobile devices, on Gmail, Outlook, all of the platforms. Agentforce can be leveraged along with the Pipeline Inspection to supercharge your pipe.

Now let's take a look at how Agentforce can accelerate sales performance management. Over to you, Dheeraj.

Dheeraj Muraharisetty   Product Management Senior Manager

Thank you, Rashmi. Hello, everyone. I am super excited to talk about how Agentforce can help your sales teams derive maximum value from sales performance management.

Now all of us today have some version of sales performance management that we do, and it's super critical that it is as efficient as possible. Now one thing that is very evident is that sales performance management is not a onetime activity. It is something that is agile and iterative and has to be done continuously over the span of the year. Now with Salesforce's sales performance management, you can easily launch data-driven plans and -- that are based on real-time data, right? And with sales programs and coaching, your sellers are equipped with the right knowledge and guidance to drive themselves towards their business goals.

Salesforce Maps helps sellers prioritize and engage with customers more efficiently. And the best part is, with Spiff, every seller and sales leader has access to the commissions that would be paid out. And this will keep the sellers motivated to push themselves towards executing the plan. Now all the inputs that are derived during the cycle can easily be fed back into the plan because all of them are connected.

Now sales performance management from Salesforce can be broadly categorized into 4 major pieces. Starting with sales planning, you can create sales plans that are super effective because sales planning allows you to segment your customers based on multiple parameters like territory, state and even business segment and industry. In addition to that, you can create equitable territories using Salesforce's optimization engine that ensures that all of your territories are balanced and offer maximum chance of achieving their goals for the sellers.

Then we have sales programs, which basically provide the required guidance and skills all in the flow of work. The best part about sales programs is that they are outcome-based, meaning that they do not just give content to be consumed by the sellers, but as part of the program, they also drive key milestones like making calls, setting up demos, building pipeline and even closing deals, all of this in the flow of work. With maps, the sellers can prioritize which accounts to target at which point of time and also can create optimized routes so that they're making efficient use of their time. With Spiff, the visibility into what commissions would be paid out is completely automated, which means there is super motivation for all the sellers to push themselves towards achieving their business targets.

Now all of this comes together with revenue intelligence, where sales leaders have complete visibility into the pipeline, forecasting and the rep performance.

Now let's see how Agentforce fits into this picture. While sales programs gives the required skills and the knowledge to the sellers, and all of this in flow of work, Agentforce, with the ability to be included in a sales program, is a perfect tool which allows sellers to practice what they're learning as part of the sales program. For example, if the sales program tells them how to do a sales pitch, Agentforce can help them practice that sales pitch. And similarly there are multiple scenarios that can be achieved using Sales Coach, like practicing negotiation role-play. Now Sales Coach gives real-time feedback that is grounded on CRM data, so it is completely contextual every single time. And with MBO-based payouts, the seller is always motivated to push themselves towards their targets. Now let's dive a little deeper into how sales programs and coach can work together to deliver maximum value.

Now, with sales programs, you can create different types of programs based on what your goal is. For example, you can create a program to improve cross-sell and upsell opportunities. You can create a program for generating more pipeline or even for new rep onboarding. The -- one of the best features about sales programs is it comes prepackaged with out-of-the-box program templates for the most common use cases. And these are based on global best practices, which means you can get started and create sales programs in absolutely no time.

With the ability to include Sales Coach into the sales programs, you are giving maximum context to the Sales Coach using what we call as retrieval-augmented generation and CRM context. With all this context, Sales Coach is able to provide targeted, personalized and contextual feedback. Because sales programs are outcome-based as part of the program itself, the sellers would be able to generate revenues and achieve their milestones. Now let's see how all of this comes together in a nice demo.

Dheeraj Muraharisetty   Product Management Senior Manager

As we know, every sales team does some form of territory planning. And in an environment where 70% to 75% of sellers don't make their quota, it's important to start the year off on the right path with equitable territories. With sales planning, segments and alignments can be strategically formed with live data right inside of Salesforce. Sales ops teams can collaborate inside Salesforce where the data lives, instead of having to update and share lengthy spreadsheets. This allows for data-driven approach to segment customers based on any relevant KPIs with just a few clicks off button.

Let me show you how we can create a health and life sciences segment from this particular segment. With just a click here, I have the option to create segments based on parameters like city, territory or even industry. Instead, I want to create a custom segment for health and life sciences. Now I want to go ahead and apply certain rules to get the relevant accounts into this segment, so let me go ahead and create a new rule. And I want to put industry equals health and life sciences. Now once I do this, you'll see that all the accounts associated to this industry are automatically tagged to the segment. And when it comes to the tedious task of carving out individual territories, I can quickly and easily carve out the territories based on important metrics. This is based on Salesforce's optimization engine that can dynamically carve the required territories.

Here, as you can see, the TAM is not equally distributed across the regions. I'm going to use the optimization engine and I'm going to optimize it based on the TAM. And I want to balance it across the different regions. And with just a few clicks, the tool is taking my inputs and considering any limits that I set and determining the ideal optimization. This makes sure that my territories are getting equitable -- as equitable as possible, meaning our reps will have the best chance at hitting their quotas this year. Now that it's completed, it's quite impressive at how low it got our TAM variance across each territory.

With sales programs embedded in CRM, it ensures sellers get extra support to stay on track. Out-of-the-box templates make it super easy to set up new sales programs. And they are very easy to customize with the ability to drag and drop exercises into the program. Sales managers can even automate enrollment based on each rep's performance.

Realizing that our business is falling short for Q1, we need to rely on some smaller deals, a perfect opportunity to leverage sales programs. Now I'm jumping into a rep's point of view. I've been assigned this program to shift my focus on smaller deals to meet my quarterly attainment. I need to close a couple of deals over $50,000, with add-on business, specifically with our solar panel starter kits. My program contains all the relevant resources to help me succeed, along with relevant milestones that guarantee I reach my outcome. Thankfully, I've been doing well, so far, and have progressed. My Omega opportunity is tracking well, and I have an upcoming call to negotiate on the proposal I sent over.

My sales program has just the right resources to help: An example negotiation; and more importantly, Sales Coach practice session as one of the milestones to help me practice for my call with the customer. Being that it's built right into my opportunity, Agentforce Sales Coach knows which stage of the opportunity I am on, where it leverages CRM context and information like the amount, industry, key contacts, opportunity and account history. With negotiations not being my strong suite, I can practice as many times until I'm comfortable, allowing me to prepare before reconnecting with Omega.

Unknown Attendee  

Hey there. I am glad we could connect today. And I am ready to discuss the proposal you sent.

Dheeraj Muraharisetty   Product Management Senior Manager

Great. Based on our previous discussions, I created a proposal for 15 solar panels. And I have also included a starter kit to help you get started quickly.

Unknown Attendee  

That sounds interesting, but I would like to discuss the pricing and see if there are any discounts available for our additional equipment purchase. Can we explore that?

Dheeraj Muraharisetty   Product Management Senior Manager

Of course. Based on our long-standing relationship, I would be able to give you a 5% discount.

Unknown Attendee  

A 5% discount is a good start, but considering the additional business, could we look at 10%? This would make the deal more attractive.

Dheeraj Muraharisetty   Product Management Senior Manager

One way to reduce costs is by increasing the contract length. Can we increase this contract length to 3 years? I can also throw in a service package.

Unknown Attendee  

A multiyear contract is a good start. Also we need to ensure that the service package includes 24/7 support and regular training sessions for our team.

Dheeraj Muraharisetty   Product Management Senior Manager

Yes. The training sessions are included as part of the service package, and 24/7 support as well.

Unknown Attendee  

That sounds promising. To clarify, this would include full support and training services for the first year at no additional cost, correct?

Dheeraj Muraharisetty   Product Management Senior Manager

So let me stop there and get feedback. Based on all the information that is available on the opportunity, Sales Coach is going to give me objective and targeted feedback to help me move the deal forward. As you can see, I have deal summary. I have key strengths and areas of improvement.

Since Agentforce is embedded in a sales program and on the opportunity, it is completely focused on where the business needs it most and where Agentforce makes programs even more actionable. The best part, because sales programs is native to CRM, any progress on the milestones is automatically updated in the program.

And after the meeting and real negotiation with Omega, I was able to handle objections and anchor the deal on an 8% discount. Taking note of that on my opportunity, I see that it adversely impacts my commissions. One good thing is I was able to negotiate an increase in the contract length to 36 months, which increases my estimates exponentially, thereby incentivizing me to drive revenue-generating behaviors.

To reinforce these behaviors, sales leaders can also tie the achievement of these milestones to MBO payouts in their Spiff commission plan. Salesforce Spiff is deeply aligned with sales programs so that information flows into Salesforce Spiff to reinforce and incentivize the seller behavior. With Agentforce and sales performance management, sales leaders can proactively generate equitable territories, enable and coach sellers and ensure transparency through incentive [ compensation ].

With that, let me hand it over back to Bree.

Bree Chappelow  

Thank you. Thank you so much, Rashmi and Dheeraj. What wonderful demos.

So just to round us all out. We started out with prospecting. And we saw how it's important, to provide personalized prospecting to build your pipeline. And Rashmi showed us how Agentforce can help you do that very effectively. Then we moved over and saw how to manage your deals and boost your sales reps' productivity with pipeline and Agentforce -- Pipeline Inspection and Agentforce. And finally, as you've just seen, Dheeraj showed us how SPM and Agentforce can help -- and Agentforce Sales Coach can help you close more deals and maximize your sales team's success. So all fantastic demos. And thank you so much, team, for taking through that.

All of that great innovation that you've just seen is available today and ready to help your businesses to succeed. And it's all available, as you can see in what we've represented in our Sales Cloud fan here. And please always remember that the fan is the plan. So always come back to this and have that in mind.

So we've just had some wonderful questions come through as we've been chatting, so thank you so much, everyone, for engaging and sending through your questions. We're going to answer them in a quick second because we have these wonderful product managers here that are going to help me do that. But before we do, I just want to quickly do a callout to our incredible Salesblazer community that we have. So this is a community with over 25,000 people globally and worldwide. And we have launched this channel very recently in India, and we've seen some great success and some great community engagement going on there. We already have over 600 members and we've only been live for around a month.

This community brings together sales professionals from different industries and experience levels. And it's really about connecting, learning and growing from each other. It's a place for you to build a local network, learn new skills from sales experts and community-led events, so we'll always post that stuff there. It helps you grow your career by staying up to date on the latest product news and innovation. So I'm a Salesblazer. Everyone else on the call here with me is a Salesblazer. So please join us by joining up to that QR code there and joining us on the Slack channel. We will always be there to answer any questions you shall [ name ], so come and be a Salesblazer. Don't be shy.

And now we're going to enter into a Q&A, so I'll just work through some questions that have been sent through. And I'll throw it over to our wonderful product managers on the call. And of course, we've just got that QR code up there, so please continue to join us as we're going through here.

Bree Chappelow  

So let's start off with a question. Can you share some examples of how Agentforce SDR and Sales Coach have helped sales teams overcome common bottlenecks like lead quality or inconsistent coaching? I believe either of our wonderful product managers could take this, but whoever wants to jump in there.

Rashmi Prakash  

I can jump in. And Dheeraj can also add more examples. I just wanted to call out we have hundreds of customers who are already piloting and using Agentforce. And just to give, throw a few names: We have Air India; Singapore Airlines; Goodyear; Lennar, who's one of the biggest builders in the U.S.; OpenTable; Formula 1; Indeed; Precina. And as you hear these names, I just wanted to call out that it's across industries, be it education, be it airlines, real estate, right? Agentforce is creating an impact. I want to call out one example, one of our customers, Precina. They are into personalized diabetes management and care for diabetic patients. They have -- in fact, they're actively using Agentforce for sales development to manage all their leads, right? So this means that, any lead that just raises their hand, puts in their name, e-mail, phone number; and says, "I want help," there is an agent available 24/7. And it immediately responds to them by a personalized message and also answers some of the basic questions that they have and helps them connect with -- as a sales rep who can further assist them. So like this, we have hundreds of other examples. Dheeraj, you can go ahead and add some examples of how Coach is also changing the lives of many of our customers.

Dheeraj Muraharisetty   Product Management Senior Manager

Absolutely. Thank you. Thank you, Rashmi. So Precina is one of our customers who is using Sales Coach to train their representatives. In addition to that, Indeed is another customer who has tried out Sales Coach for 200 of their users and found that more than 90% of them feel Coach is helping them improve their win rate. And in addition to this, I also want to call out that we ourselves use Sales Coach. We have thousands of our sales reps using Sales Coach. We have used Sales Coach for certifying all of them on how to message. So this is something that we are using ourselves. And most of our customers are also super happy with the results that they're getting out of Sales Coach because it uses CRM data grounding. And it can use retrieval-augmented generation to ensure that consistent feedback is given to every sales rep on every deal that they're working on.

Bree Chappelow  

Fantastic. Thanks, guys. Our next question that I'm going to throw out to you -- and I'm -- Rashmi, I believe you kind of touched on this a little bit with that last question, but the question is around 24/7 autonomous lead nurturing, which I believe you just gave a great example. So how does Agentforce SDR prioritize and qualify leads to ensure that reps only focus on the most promising opportunities? So over to you...

Rashmi Prakash  

Yes. Great question, Bree. We briefly touched on it, but if I have to double click and explain what's happening behind the scenes. Agentforce SDR, we have an Agent Builder experience that we briefly walked out -- walked through in the demo. Within Agent Builder, you can define the criteria of what is the criteria of leads. What is the criteria of contacts that need to match for the Agentforce to pick up those leads, right? In our example in the demo, we said, any lead where the engagement score is greater than 70, I want the Agentforce to consider. So similarly, you can have rules based on geography, based on any of the lead conditions so that the pool of leads and contacts that your Agentforce is working on can be customized.

Number two, Agentforce is powered by RAG. That means you can upload documents. You can upload PDFs. You can connect it to Data Cloud and really build that personalized intelligence within the agent so that, when a lead reaches out with specific questions that is very, very particular about your company, about your industry, the agent is not hallucinating, but it's using the knowledge from the RAG and it's answering all these questions. And now when the lead is warm enough, they have all the information about the first set of questions, the basic questions that they have. And now that they are ready to move forward towards a deal, that is when Agentforce, which is backed by Atlas Reasoning Engine, can understand the context. And it is at that time that it can book a meeting with a human sales rep. And when it does that, it looks at the calendar of the human sales rep, picks the right time that works and sends that meeting invite to the prospects, ensuring that the right leads are targeted by the agent, the agent is not hallucinating. It's answering the questions in a personalized manner. We are also powering its intelligence. And when the lead is warm and ready, a meeting is already booked, ensuring that the human sales rep is not wasting any time in all of these tedious tasks and only working on warm and hot leads, the criteria for which you define. I hope that helps.

Bree Chappelow  

Amazing. Yes. You're actually one step ahead of my questions each time. The next question was around also how does AI determine the right tone and context for personalized outreach across different channels, so I think you've really nailed that in that answer there as well. I might move on to the next question we've got, which is around what kind of metrics and dashboards does Agentforce provide to help sales leaders track return on investment and performance of their AI agents in real time.

Rashmi Prakash  

So we have a Agentforce monitoring dashboard that gives you all of the KPIs that you need, right from what are the set of leads or contacts that my agent is engaging in. What came through the pipe? How many have opted out? Opt out is also one of the options. How many opted out? How many have actually booked a meeting? So that your sales manager can get a bird's-eye view of my entire pipeline that is being managed by Agentforce SDR, just like you do for any other human agent working on these leads. So similarly, for Coach also we have a very specific dashboard that will help you track all of these metrics.

Bree Chappelow  

Amazing. Thank you. The next one that we've got here is can you share how businesses can tweak prebuilt topics, instructions and action templates from SDR to fit their unique workflows, such as certain industries or any target persona. So we might have answered a little bit, but anything to add around there?

Rashmi Prakash  

Yes. I just wanted to add that, with Agentforce Agent Builder, you can have personalized topics, personalized actions. So think of topics as your high-level jobs to be done, right? So if you look at the topics for Agentforce SDR, for example. We have a topic to outreach to leads. We have a topic to manage opt out. We have a topic to answer questions, book a meeting. So these are your high-level macro jobs. And within each topic, you can have specific actions, right, like how you want to execute these. And because Agentforce is powered by Atlas Reasoning Engine, it understands the semantic meaning, right? Agentforce is low code, no code. You don't need to code. You can just simply, in a very conversational manner, add topic description. You can add any number of guardrails or instructions within these topics that are -- that is very specific to your industry or target persona. However, for Agentforce, we have prebuilt topics and actions already for you which has all of these guardrails, so you can take a look at it and add more guardrails if required, but we generally don't recommend lifting and shifting the entire set of instructions that we already have, so you can always add more on top of it.

Bree Chappelow  

Amazing. Another question we've got that's come through is how does AI handle common objections and technical questions to move a prospect closer to a meeting during the lead nurturing process. So really all around how does it handle objections, any objections that come through.

Rashmi Prakash  

Out-of-the-box, we do have handling for -- any time a customer raises their hand and says they want to opt out or their language says, "I'm not interested," we automatically recognize semantically the opt-out topic and the action and we opt them out from agentic outreach. We don't do that. If the prospect has any specific questions, technical questions. So let's say you're dealing with solar panels. And I briefly mentioned RAG, where you can upload your PDFs about your product. So agent will look at all of those documentation. And it's capable of answering your industry, your product-specific questions. But beyond that, if it doesn't know how to answer, it automatically routes that question to a human agent. So we have built guardrails to make sure the agent is not hallucinating. It's capable of answering the technical question, as long as you have provided that information in the RAG.

Bree Chappelow  

Amazing, humans and agents working together in true sense.

Rashmi Prakash  

Working together, absolutely.

Bree Chappelow  

Yes. Okay, another question. This one is for you, Dheeraj. Can you give a live example of how the Sales Coach uses CRM data to create tailored role-play scenarios? And how can reps use these to master pitching or negotiation skills?

Dheeraj Muraharisetty   Product Management Senior Manager

That's an amazing question. So like we've been discussing, right until now, right? So Sales Coach or Agentforce in general is super customizable. So you use topics, basically, to define what is the behavior that you expect out of the Sales Coach. And then we have something called prompt, where you define what is the feedback that you're expecting. Now to make the feedback as tailored as possible, we generally recommend the usage of retrieval-augmented generation.

So if we had customers saying, "Yes, I want to do a sales pitch. And I want to ensure that my seller is talking about some of the key points from my, let's say, product brochure." So what we've done is we uploaded the product brochure or FAQs and sales methodologies. These are all documents that can be uploaded to Agentforce so that we give it the context that is required. And when the sales rep practices their sales pitch, we're checking within those documents to see if the key aspects are being addressed as part of the sales pitch. So that's how you can tailor the sales pitches and role-plays by giving more context to Sales Coach using RAG.

Bree Chappelow  

Amazing. Thank you. A question, someone says, today, my SDR worked through multiple channels, e-mail, chat, call, LinkedIn, et cetera. Can prospecting agent use these channels as well?

Rashmi Prakash  

I can take that, Bree. I think I briefly answered it in the chat as well. Prospecting Center is powered by Data Cloud, so as long as you can connect your data to Data Cloud, whether it is Telegram, WhatsApp or any other website or channel, and if the data is in Data Cloud, your Prospecting Center can access the data.

Bree Chappelow  

Amazing. Moving on to another question quite topical here. What Agentforce features are available for Sales Cloud without the Data Cloud license? Maybe for either of you there.

Dheeraj Muraharisetty   Product Management Senior Manager

I can take that.

Rashmi Prakash  

Yes, yes, yes. Go ahead.

Dheeraj Muraharisetty   Product Management Senior Manager

So it's not mandatory to use Data Cloud for Agentforce, so you can create your own agents that can work without Data Cloud as well. For example, Sales Coach itself can be used without Data Cloud. If you do not want to use RAG, RAG is the only piece that uses Data Cloud, but otherwise, Sales Coach can be used without Data Cloud as well. So it's actually up to you. You can use Agentforce without Data Cloud as well.

Bree Chappelow  

Thank you. Of course, we highly recommend it, but absolutely. Those are the options for you. Our next question here is, is the CPQ journey simplified with Agentforce? I'm not sure who wants to take that -- on that one, from the...

Rashmi Prakash  

So for CPQ as well, we have Agentforce capabilities for every scenario, every macro job and micro job within the sales use cases. We have conversational assistant actions that will help you do the job. So even for CPQ, there is out-of-the-box support that will help you automatically create a code, for example, or create orders, so yes. Across Salesforce, we have Agentforce working throughout. And of course, you can always create your own custom agents for whatever scenario that you want.

Bree Chappelow  

Amazing. Thank you. What else have we got? One for Dheeraj. Does digital wallet and usage-based pricing -- we need Data Cloud, don't we? So someone is asking. Does -- do we need Data Cloud for digital wallet and usage-based pricing?

Dheeraj Muraharisetty   Product Management Senior Manager

So usage-based pricing in case of Agentforce is specifically for Agentforce usage only, so Data Cloud usage is not necessarily linked there or it's not mandatory. So like I said earlier, both of them can be separate, so you can use Agentforce usage-based without having Data Cloud as well or without using Data Cloud as well.

Bree Chappelow  

Amazing. Thank you for the clarification there. We have a question here. How is Agentforce working with -- where the organization will have multiple business units and with multiple role hierarchies? It's a very top-level question. I'm not sure if either of you could have a stab at that one.

Rashmi Prakash  

Can you repeat that, Bree?

Bree Chappelow  

How does Agentforce work where the organization will have multiple business units with multiple role hierarchies? I mean I suppose we're talking for sales here today, but Agentforce does go across multiple clouds that we have, so there's definitely a place for Agentforce across all of that, but in terms of the sales function...

Rashmi Prakash  

Yes. If anybody wants to like jump in and elaborate the question, we can take it up, yes.

Bree Chappelow  

[ That's a good point ]. I think that's probably all the questions we have. Is there any good questions that either yourself, Rashmi or Dheeraj, have seen on the chat that you'd like to call out or...

Rashmi Prakash  

Yes, a couple of callouts. [ Nagalakshmi ] asks, is it -- does Agentforce understand [indiscernible] conversations? If you're using Agentforce on your mobile, you can use voice to talk to Agentforce conversationally just like you would type. So it's -- understand that. [ Nagalakshmi ], if your question is more about more from a can it read the transcript? Yes. I think we have ECI within Salesforce that can understand Zoom or recorded audio conversations. And it can provide a transcript, and Agentforce can use that transcript and write meeting follow-up or take the next set of actions. So I hope that answers your question there.

One more thing I just wanted to call out. [ Gaurav ] has this question, how do we cross-verify that agent is giving answers? This is a great question. Within the Agentforce Agent Builder, once you have defined your agent, added your topics, actions, RAG, and everything, there is a preview feature that we have today, so you can actually asks questions just like a end customer would or a sales rep would and see how the agent is giving answers. And once you are confident about the agent capabilities and the guardrails that you've established, the instructions you have given, then you can deploy and activate your agent. So that's a great -- make sure you, we can utilize the preview functionality. And the preview functionality, there's a lot of work going on. It automatically create a -- creates test cases for you as well so that it gives you a bunch of like 20 or 100, whatever number, of utterances you have, plays around with that, gives you the test report, so it's quite super rich, so you should try out the preview functionality as well.

Bree Chappelow  

Amazing. Thank you. I think that's about all the time we have today, guys. And with that, I'll just say a very big thank you to Rashmi and Dheeraj for being on the call and answering all of these questions and showing us these amazing use cases and demos. And a big thank you to everyone that's joined us today. We really appreciate your time. Please join our Salesblazer community and stay up to date with more sessions that we do. I wish everyone has the greatest day. And again thank you for joining us. Have a wonderful day, everyone. Thank you.