Marc Benioff's Key Announcements That Will Change CRM in 2025 | Dreamforce 2024

Dreamforce 2024 opened with Marc Benioff unveiling Salesforce’s biggest AI breakthrough yet: Agentforce. In this main keynote, you’ll see how AI agents are redefining the future of business, not by replacing humans, but by working alongside them to deliver customer success at scale. Benioff highlights Salesforce’s values of trust, innovation, and equality, and explains why agents represent the “third wave of AI”, moving beyond copilots to autonomous action. You’ll hear customer success stories from brands like Wiley, OpenTable, Fossil, Disney, and Saks Fifth Avenue, where AI agents are already resolving service cases, personalizing experiences, and driving efficiency. Clara Shih, Salesforce’s AI CEO, demonstrates the five components of an agent: role, data, actions, channels, and trust. You’ll also see Agent Builder in action, showing how admins can create and scale agents across channels in minutes. Introducing Agentforce: Salesforce’s trusted, data-driven AI platform built to transform CRM and your enterprise.

Learn more about Agentforce: http://agentforce.com

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Chapters:

0:00 Introduction from Mathew McConaughey
2:21 Welcome to Dreamforce 2024 with Marc Benioff
3:35 Thank you
5:27 Dreamforce 2024 agenda
6:30 Business is the greatest platform for change
9:18 Salesforce pioneered Enterprise AI
12:50 The third wave of AI is Agents
19:59 Introducing Salesforce Agentforce
25:00 How customers will use Agentforce
32:28 The Agentforce Vision
38:02 What are Agents with Clara Shih
45:25 Agentforce is now inside every Salesforce app
46:54 How Saks uses Agentforce
50:14 Live Agentforce demo with Saks
1:09:05 The Saleforce Platform is Customer 360 + Data + Analytics + Agents
1:12:28 How Data Cloud works
1:15:55 Data Cloud Demo with Saks
1:21:18 Salesforce product updates
1:28:28 Agentforce Visionary Demos with Saks
1:37:37 Closing

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