Salesforce, Inc. (CRM) Earnings Call Transcript & Summary

Good morning, everyone. Welcome to today's session, Take Engagement to the Next Level with Apple and Service Cloud. Thank you, all, so much for joining. My name is Natalie Goin. I'm on the Corporate Marketing Team here at Salesforce. Before we begin, I would like to cover a few quick notes about our webinar platform. Today's webinar will be available on-demand after we wrap up and will be accessible through the URL that you're on right now. Please note the slides will advance automatically throughout the presentation. To enlarge the slides, click the Enlarge Slides button located in the right-hand corner of your presentation window. Should you need technical assistance, click on the help widget located on the bottom left corner of your console. We've also added some additional resources, which are available through the resources window to the right of the slides. There, you can find additional related content. [Operator Instructions] And with that, I'm going to hand it off to Michael to get us started.

Hi there. Thanks, Natalie. Welcome, everyone. This is Take Engagement to the Next Level with Apple + Service Cloud. So we have some exciting updates coming out of the partnership with Apple and Service Cloud that we want to share with you today. Let's go ahead and dive in. There's a lot of stuff to go through. So you all have been familiar with this. We are presenting some things at our roadmap. So keep this forward-looking statement in mind as you take a look at the content of this webinar. We're really excited to share some really big updates. We'll even have an opportunity for some Q&A at the end of this presentation. So -- but please keep this statement in mind, of course. And I just want to say thank you to everyone joining us today. So good morning, good afternoon, good evening. We know the holidays are right around the corner, and time is incredibly precious and valuable. So thank you so much for spending the time with us today, and we hope you get a lot of value out of it. We're looking forward to presenting this content to you and seeing what some of the questions are that you've got for us. And a bit about us. So my name is Michael Gonzalez. I'm a VP of Product Management on the Field Service team here at Salesforce. I've been with Salesforce for just over 9 years and the last almost 4.5 with the Field Service team. And I've got a teammate here, an awesome teammate, Swati, joining me. Swati, why don't you tell the audience a little bit about yourself.

Sure. Good morning, good afternoon, good evening, wherever you are dialing in from. I'm Swati Deo. I'm based out of San Francisco. But today, I'm dialing in from the beautiful city of Jaipur, where I'm actually attending a cousin's wedding. I'm a Senior Director of Product Management at Salesforce. I manage the messaging portfolio and all of the integrations with channels like Apple Messages, WhatsApp, Facebook, SMS and all of the rich conversational experiences on these channels.

We are very much truly a global team. Even with a 13.5-hour time difference, we are still very much able to join you all and present this content today. So just a very quick overview before we dive in. So we're really excited about some new developments that have come out of the Apple and Service Cloud partnership here. We've been really focused on developing a lot of product to take advantage of what Apple has provided on their platforms, this spanning across mobile experiences with the messaging capabilities, all the way through bring ARKits and taking advantage of widgets for our field service app. So really, what we are focused on delivering, personalizing interactions with that one unified AI CRM. So what does that mean? We've got a lot of data on our platform. And what we want to do is build a personalization layer that sits on top of it to allow your customers to have the right kind of experience that they expect. Customer demands are incredibly high today. So we want to make sure that, that experience that we're delivering is always going to be meeting their expectations. We also want to simplify experiences. We want to be able to bring the agent or the field service worker to the tools and the things that they're familiar with. So Apple Messages is a great example of this, right? This is one of the most used messaging platforms across the world. So we want to be able to bring the experience directly to where your customers are at, which is on that platform. On the field service side, customers are used to having their technicians out in the field that are taking these devices and using the greatest features, the latest greatest technologies that Apple is offering. So now we're exposing the ability to use AR within the application, which is incredible because it's something that has been default available on the device through tools like the measurement app. So we're bringing that capability, directly integrated and something that's familiar and what these technicians and what these mobile workers overuse to using. And really, this translates to boosting efficiency, both in the contact center and the field. So let's go ahead and dive in. Let's take a look at what some of the big Service Cloud updates are.

So let's dive right into Apple Messages. So before I get into Apple Messages, I just wanted to cover a couple of trends. The first trend is today's customers are digital first. More than 70% of customer interactions with brands are digital and, oftentimes, on mobile. More than half of the revenue is expected to come from digital channels by 2024, and messaging could be a key contributor. And for that reason, businesses want a complete and consistent view across all their digital channels so they can provide relevant service, commerce and marketing experiences along the customer journey. The second trend is direct messaging, in particular, has become the fastest growing and most widely used form of peer-to-peer communication, outpacing SMS and even social networks. Messaging apps have become the one-stop shop for everything, and that keeps customers engaged for hours. And this provides an opportunity for businesses to provide rich, interactive conversational experiences at every touch point. Now our philosophy and engagement is very simple. We want you to connect every single conversation across all of these channels on one unified platform. Our unified digital engagement platform allows you to connect every single conversation across all of these channels. And we provide you access to native channels like WhatsApp, Facebook Messenger, SMS, messaging for in-app and web and Apple Messages, which is our newest addition to the portfolio. You can also bring in a channel through our bring-your-own channel program. So now let's talk about Apple Messages. Apple Messages for business is a service that allows brands to directly connect or to directly message with their customers using the messages app. It leverages all of the Apple technologies, like Apple Pay, AR toolkit, the calendar app, Maps and much more, to provide rich, interactive conversational experiences on these platform -- on this platform. Apple Messages also provides a very seamless experience across all of the form factors. Whether you are on a mobile device or on laptop or on a watch, Apple Messages provides an experience that is really appropriate for that particular form factor. Now let's just understand the Apple Messages client side experience. So as you can see in this diagram, Messages is the default app on every Apple device and messaging app supports, number one, SMS, which is the carrier traffic, which is differentiated by the green bubbles; iMessage, which is the OTT traffic, which is differentiated by the blue bubbles, and the OTT traffic obviously supports all kinds of multimedia; and the last is Messages for Business, which is Apple's OTT offering for businesses. The verified business logo provides customers the confidence that they are engaging with a very legit brand. And the Messages app is also the key differentiator when you think of Android versus iOS. Apple has the same default messaging app across all of the iOS while Android's default messaging app depends on who the OEM is or who the carrier is. Again, there have been recent developments with Apple opening up RCS. So the implications, we still need to wait to see the implications of it. But as of now, Apple-- this is a key differentiator when it comes to Android versus iOS. Now to understand how all of this works, understanding entry points is key. Entry points allow the users to start the conversation, and they are very critical for discoverability. So when our user taps on the entry point to engage, it launches the messaging app and opens a conversation with that business. Now every business that is registered for Messages for Business has an unique identifier. And this is a 32-character string call as business ID. And this ID is used to route to the right messaging service provider and, from there, to the right business. A special link is used in the entry points to trigger the device to launch the Messages app and then to open a message, compose screen on the device. In addition to the business ID, the routing tags can also be added to the link to help the messaging service provider route the conversation to the right agent or the automated flow. Now Apple provides our native entry points that are sprinkled across the iOS that the business can enable, which is another big differentiator. Example, searching for a business or searching in spotlight. Searching for a business in Google also allows customers to directly message the business if Message Suggest is enabled. Similarly, businesses can also enable other entry points in their owned and operated properties, like in-app, website or e-mail. Social media, QR code and NFC could be some other ways businesses can get their customers engaged in Apple Messages conversation. Another differentiator, Apple Messages also offers advanced features and functionality that enables your brand to go beyond text and create rich, dynamic experiences from scheduling appointment and deliveries to completing transactions with Apple Pay, all within the same messaging conversation or all within the app. But this is, again, just a preview. So let's actually dive into the demo. [Presentation]

Today, let's explore Apple Messages for Business available as part of the Winter '24 release with Service Cloud. Apple Messages for Business is a powerful new way for customers to connect with businesses to ask questions, resolve issues, schedule appointments and complete transactions with Apple Pay, all within the same conversation. With messaging, service teams can reduce costs by deflecting from expensive phone calls to lower cost to serve digital channels while also improving customer experience by providing customers with an effortless, convenient channel to connect to support. Let's start a journey with Lauren, who's currently in the market to purchase a new sofa that she wants to place into her home office. Like a lot of us these days, she's doing everything on mobile, and she's currently commuting home from work and is browsing the [ Neatstuff ] website. She absolutely loves shopping at [ Neatstuff ], because they always have something that meets her design needs. However, this time, she's a little bit overwhelmed with all the different options that are available when it comes to sofas, and she could really use some advice. Now right here on the website, she could see an option to start a conversation with [ Neatstuff's ] design adviser team. Now messaging is a great way for customers like Lauren to start, pause and resume conversations when it's most convenient for them. Unlike chat experiences where you're afraid of when you navigate away, you might lose that entire conversation. So let's hop into that experience when Lauren initiates the conversation with [ Neatstuff's ] design adviser team. All right. Right in the beginning, she's greeted by a [ Neatstuff ] bot, who is [ Neatstuff's ] virtual shopping concierge. She's going to offer up a couple of options for her to self-serve. Now Einstein bots are your way of scaling your operational teams, because they can answer simple questions like, "Where is my order?" But they can also take care of more complex tasks like handling refunds, returns or exchanges. Now bot experiences can be menu driven, but they can also be trained to understand natural language. So in this case, when Lauren types, "I need help shopping for a new sofa chair," [ Neatstuff ] bot understands, "Hey, let's loop in a human to continue this conversation." All right. So here, we're logged into the console where Tim is going to be able to accept all work coming in across every single channel. Omni-channel is that back-end system doing a lot of heavy lifting, looking at everything coming into, needs some support in assigning the right work to the right agent at the right time with capacity and the right skills, and we're doing this via intelligent routing rules. Now as Tim goes ahead here and accepts the work, he's now going to be navigated to a single screen, where he has all information to start assisting Lauren. Starting at the top left, we have more information about who Lauren is. We can see that she's an Elite loyalty member, and she's also a frequent shopper at [ Neatstuff ]. This is great additional detail that Tim can use to personalize this conversation. Now on the right-hand side, Einstein is suggesting a Einstein-reply. These are personalized service replies based off of your trusted CRM data, which allows Tim to provide faster responses and, therefore, faster overall resolution. Now what I love about this is that he can still edit them, adjust them if needed or he can send them directly back into conversation, which he does now. Now notice, he's now also presented with a next best action. These are great additional productivity tools, which take the guesswork out of Tim's day-to-day job here, where we're recommending to ensure that Lauren is leaving this conversation completely satisfied. Let's help her up with some shopping assistance. Now he's going to be guided step-by-step to the process of assisting her with her shopping needs. The first suggestion here is, "Hey, Tim. Let's go ahead and send her a style quiz so we can better understand her preferences and understand what she's looking for." Now this style quiz is powered by Messaging Components, and Messaging Components are your way of now really driving a very different experience across these messaging conversations, where we're moving from static text-based conversations to more rich and engaging experiences. Want to send a product catalog in a carousel? Maybe send an enhanced link that your customers can click on to be navigated to somewhere on your website or even allowing them to schedule their next appointment or delivery. All of that is possible via Messaging Components that your agents and bots can take to create these rich and engaging experiences. So let's hop back into the experience with Lauren as she receives that style quiz. So he's just going to be guided through a few different questions, starting off with what type of couch are you looking for. And she's really looking for something more modern to fit her home office decor, so she's going to go ahead here and select the mid-century modern chair. Now what upholstery do you want? She's going to go with microfiber. And then lastly, she lets us know about her preferred price range. Now what we're going to do here is we're going to take these selections and now pass it back into [ Neatstuff's ] product catalog so we can return the few key product recommendations that fit her selection. Now she clicks on this, and she's provided with a very rich and engaging experience with a few images, a little bit more information on -- about these recommendations. And it looks like we have a winner, that modern chair is what she was looking for. Now one of the things I'm most excited about and what's really going to drive a great conversational experience here is the ability to send augmented reality trials. And this is unique to Apple today where customers, like Lauren here, can click on an image and, in this case, position and visualize that modern chair right there in her office chair, really allowing her to be more confident with her overall purchase decision and this prevents her from having to leave the house and run to a physical store to check out this chair. Now she's going to let us know that she absolutely loves the chair, and she wants to purchase it. Now in previous days, right, she would have to navigate through a secure location or secure link, but she can complete that transaction securely right from within the same conversation with Apple Pay. Amazing. Now all that's left is to ensure that we have a good date and time set for delivery. Here, she receives a few different options, and it does look like Wednesday, September 27 at 3 p.m. works out best for her. Amazing. All set for delivery, set for September at 3 p.m., and she cannot wait to try out this new couch. With Apple Messages for Business, you can deliver effortless personalized experiences while also improving operational efficiency and driving greater agent productivity.

So just to summarize what you saw in the demo. You saw the receiving and sending messages, receiving and sending attachments. You saw the AR file, the couch in the house, you saw tap back reactions, quick link -- sorry, rich link messages, quick replies, list pickers, time pickers, Apple Pay authentication for messages and typing indicators. What you didn't see was iMessage app, which was not in the demo, but a very powerful feature, which will allow you to bring your app experiences directly into messages or in the messaging app. And all of this is, again, supported on bots as well as through agent experience. So again, the key here is the Messaging Components. So please check out Messaging Components to learn more. And anything that you build here is channel agnostic. So you build it once, you deploy it in your bot experience and your agent experience and you can leverage it across other channels as well. Now if you are interested in Apple Messages, how can you get started? I will summarize what to expect, but please check out our Help section for more details. The first step here is to register your organization at Apple Business Register. Once your organization is registered, you can create Messages for Business account, upload branding, select Salesforce as the messaging service provider. Once the account is approved, you can start testing messages. The second step is for customers to figure out their use cases and design their user experiences that meet Apple's guidelines. Again, just a reminder, this is not a lift-and-shift of SMS experiences. So please check out Apple's Best Practices section on their website to build these engaging experiences. And the last step here is to launch, which also involves an experience review with Apple. Salesforce will facilitate that step and work with you and then turning on all of your entry points and Message Suggest and so on. So those are the 3 steps, very high-level steps. Please check out the link that is on the slide, which is register.apple.com for Messages, and you'll find all of the details on their site as well. Now how can businesses use Apple Messages? Again, this is very generic, messaging has applications across every industry, whether it is travel, retail, hospitality, banking, insurance, automotive, telecommunication and other verticals. For retail, returns, exchanges, order status and, most importantly, conversational commerce are some of the key use cases. For travel, everything about your reservations to loyalty programs and much more. Sorry, it's not advancing to the next screen. Natalie, can you help me advance to the next screen? Sorry, guys, give me a second. Can you advance to the next screen, please? I'm not able to advance it to the next.

Which slide are you looking for?

The second -- the next slide where it is financial services, automotive and accounts and retail.

Okay. We see it on the screen here.

Okay. Then it's probably my screen, not -- give me a second, guys. I can't see it. Okay. I -- sorry about that. Can you see it now? Okay. So anyway, I'll continue, assuming you guys see it. So if you see the Finserv's screen, similarly, for Finserv, automotive, comms and media, all have use cases that can leverage Apple Messages. I'm not going to go into the details or cover each of the use cases, but I want to encourage you to map out your use cases that would be most relevant to your business. If you can advance to the next screen. And this is the last slide I wanted to cover, and I wanted to just pivot to talk about how messaging impacts contact center metrics. For low to medium complexity cases, deflecting from expensive phone calls to lower cost to serve digital channels will be key for controlling costs, especially in a challenging economic environment where service leaders are being asked to do more with less. With messaging, you can also increase agent capacity by enabling them to handle multiple concurrent conversations at once versus one phone call at a time. And when you add automation with chatbots, you can also scale your service teams even further without increasing head count. And that's all I had today for Apple Messages. With that, I'm going to hand it over back to Michael to cover field service. Thank you all.

Thank you so much, Swati. It was awesome to see that demo in action here. So yes, I'll go ahead and I'll cover field service for the next portion of webinar here. And so your service teams are very much digital-first. So we've seen just in the overall service operation, around 3/4, 75% use cell phones out in the field. For field service and mobile workers, frontline workers that are out there servicing customers, they are doing things like managing the infrastructure. They are installing products in customer homes. They are near 100%. So think it to your last service experience where you had someone in your home or your office delivering a product. Very likely, they used an iPhone or an iPad, something digital, something that they were able to hold up and to actually complete the work, perhaps even capture a signature and even send off an invoice or a delivery confirmation. So it is very much mobile-first within this space. And so what we are investing in is taking a lot of those capabilities that Apple has provided on their platform and bringing it natively into the field service app. So technicians, frontline workers, they're used to using all sorts of different apps throughout their normal day-to-day lives. They use the messaging app. They might use a measuring app. They'll use the browser. All of these technologies that Apple has provided have some really, really powerful use cases that they can power behind -- under the hood. So in the case of augmented reality, we're able to go and leverage the Apple ARKit directly into the app, and we can handle things like multipoint measurements. So being able to measure a doorway, which we'll take a look at a demo in, so from the bottom to the top, across and down again and being able to capture that information without having to take out another tool or climb a ladder. It's incredibly powerful. We can do things like scan a room and have the entire floor plan just built through the phone or through an iPad and save it locally to the device so that it can then be synced back to the server and you can take that floor plan and you can enhance it, you can augment it with other information. And Apple has something that we are finally leveraging within the field service application is the widget. So we can have the widget now installed for field service on the phone. It's available actually in beta today. And this is -- it's the same type of widget experience installation as you get with all the other widgets that are available on the platform today. So the same way you install your fitness tracker, your stock, your music player. It's the same experience, very intuitive, simple, and now we're bringing that to the field service app to be able to unlock some additional functionality to reduce the number of interaction that someone has to go through in order to get to important information. So really excited to share these with you in the demo here in a moment, so let's go ahead and start. And we'll load up the first demo here. So what we've got is we've got the field service app, and we have our Action Launcher that sits down at the bottom of the application. And this is where we're going to go ahead and launch the brand-new measurement experience. So once again, we're using Apple's ARKit. Anyone that's used an app out in the field or maybe even at home, it's a very similar experience. You use the app to go ahead and move around first, to go ahead and just get situated and help the app identify the space. And we can see here, just a very simple doorway example. We can go through, we can capture multipoint measurements. And within this experience, we can go ahead and capture this data directly in the app. So what this normally would require is another tool set. Sometimes the technician will go through. They'll measure it manually. They'll write it down somewhere, and then they'll transfer it over to the app at some point. But now with this fully integrated situation, you're removing the number of steps that someone has to go through in order to do this. And the fact that they don't have to go through and climb a ladder also helps with some safety concerns that you might have where -- that workplace accidents are reality where you get additional equipment and you're multitasking out there. So this is an opportunity to go ahead and just drive efficiency and to have just a better overall user experience. So let's take a look at the space capture demo, and so this is a really very fun demo, super cool, something that we have been playing around with in the offices. We've gone ahead and started to develop this one. And what this allows you to do is to use the ARKit, use the LiDAR sensors that are on the device to capture an entire space, an entire floor plan. So let's go ahead and start the demo here. Okay. So once again, we're going to go back into the field service app, and we're going to go ahead and see that there is a space capture action. And we'll go ahead and start to move around to go ahead and get the app situated and familiar with the space. And as you see, the mobile worker going through this particular room in an office. We can see the shape of this room and all the different things that are already installed in there, so the tables, even the garbage can. We're able to go through and just move around and capture these shapes within the app itself. So as the tech moves around, we can go through, capture everything. It's capturing, measurements. It's capturing the overall floor plan here, which is incredibly powerful. So instead of having to go through and manually measure everything, having to go through and then record it, we can capture that diagram live. And you can see that that's being generated as the worker is going through and just walking throughout the room with the camera pointed up at the space. And what's even more incredible about this is they can even take this and continue to enhance it and build more than just a room plan. You can actually go out into the hallway. You can continue to go and build this out just by walking through and making sure the camera is pointed up. What is also really cool about this and incredibly powerful is that, that plan then gets saved here. So it's a standardized file type. It's a USB file type that can then be saved down to the record. It can then be also opened up in another tool. So if you have a third-party CAD design tool you want to go ahead and leverage what was just captured, maybe you want to plot an asset installation within that space, you can go ahead and use that tool -- use that file that was generated automatically and have that be available and -- to anything else that you want to be able to incorporate that particular file type into. And then let's take a look at the last demo here. So this is the widget. So this is an incredibly quick demo, but it's also super powerful. It's really fun. So I'm going to go ahead and start here with the field service app, and I'm going to go ahead and just use the Apple out-of-the-box widget installation. And you can see here, I have the ability to add this widget very, very quickly right here on my screen, shows me key information, a snapshot about the next appointment. And then I have 2 options. I can automate and say, "On my way." Let the customer know that I am en route or I can go ahead and map the driving direction. So if I want to go ahead and just pull up an Apple Map, pass that information into it, I can go ahead and just have that auto -- my -- populate in my Map app and I can just go ahead and go on the go. That's saving a lot of time. So we're reducing the number of steps, the number of taps that someone has to use, the number of interactions out in the field with the app. And so these features really help drive productivity and improve customer experience. So how does it do that? So efficiency, right? So we want to make sure that we're reducing the number of truck rolls. That's what the mobile application helps do best. We have the entire footprint of the work order. We have the information that's critical about that particular appointment, about the job, the parts that are needed that are all there, sitting there on device. They have -- can even function offline. So the app can go ahead and take the information that it has been configured, everything that has been set up in the back office and even have the app work offline. So there isn't any, hey, I have no connection. I don't know where my job is. I need to come back or when I have a better and stable connection or I got to go and leave the job site to see if I can go ahead and download information. All comes out-of-the-box, all offline-capable, and that helps reduce the number of rolls and it also increases the amount of first-time fix. Once that information is available by the tips of the worker -- fingertips of the worker, it's all there available for them to go out and understand exactly why they're there, what they have to go solve and they can go and just focus on the more important thing, which is doing things like turning wrenches and delivering product. From a productivity standpoint, so less time to complete jobs. So think about that ARKit experience where that has to involve a lot of different tools. It could -- a handheld laser measurement tool or measuring tape, a ladder. So we can go ahead and reduce all the additional steps that are needed to do things as simple as being able to take measurements, and we can have that all integrated within the app and record the information without that technician or that mobile worker having to worry about transferring info back in. And also just increasing satisfaction. So we know that taking the latest updates and taking advantage of what Apple has on the platform and making that available to mobile workers does increase satisfaction. So these are technologies and experiences that our consumer like. They're familiar with how these things work. So we're taking them and we're exposing them so they have got a very familiar experience so they don't have to go and learn how to reuse the entire app. So stuff that's completely familiar to them already. And then from that customer experience side, just focusing on helping drive CSAT and decreasing the amount of wait time. So getting the mobile workers through those jobs even quicker, arming them with the right information that they need definitely helps get that -- those CSAT scores up. And then just to give a few ideas about augmented reality in the field. So we do see measurement and space capture and the widget, obviously, broadly applicable to different industries that we see field service deployed. And so these are a few examples. Field service is actually something that we see in many different industries, and we see a lot of customers that are doing some really incredible things in their field operations. But to give you a sense, a manufacturer can use AR in an asset installation use case where this can be helped to assist the planning of where an asset is installed. On the financial services side, a field insurance agent can use the measurement to be able to measure spaces to help build claims. The nice part is now they don't have a paper trail. They go out and active rerecord information since it's fully integrated. All those measurements, all that data becomes part of the app, and it's automatically synced back to the system of record. The energy and utility space, vegetation inspectors can measure quickly -- can quickly measure the diameters of trees that need to be cleared if they have -- if they are too close to things like power lines or other electrical equipment. Merchandisers in the consumer goods space can identify compatible areas for end caps. And even in home health. Home health technicians can do things like measure doorways just to make sure that the equipment that they need to have for their patients can fit through and be easily moved through, so that they won't have a problem with moving that into someone's home. And so with that, let's go ahead and go to some Q&A.

I see one question there, Michael. I can take that one. Are all of the Apple features available globally? When are they available? Yes. Apple Messages is available globally, and all of the features that Apple expects messaging service providers to support, we do support all of those experiences, and we do support all of those experiences through bots as well as agents. And Apple Messages as a channel is now available as part of digital engagement -- as part of our digital engagement offering.

Great. I see another question here. Can Apple Messages for Business be used to kick off a field service technician being sent out to solve an issue? Yes, absolutely. So it's a generic messaging platform, which is also nicely integrated into the Apple so -- into the Apple device. So it will work seamlessly with other Service Cloud products like appointment assistant, which can be used to set up appointment self-scheduling and have a technician sent out to resolve a customer issue. So fully integrated with what we have available into both the Service Cloud and the field service product lines. And there's another question here. So can you provide a Service Cloud experience from an agent perspective to hand off to field service? Yes. That's something that you can also do as well. So the Service Cloud platform will allow you to take advantage of some of the tools that are available. So for example, if you want to have an agent experience kicked off to someone in field service and maybe someone out in the field wants to have a remote assist experience with the customer, that could be configured. And so that customer can launch or trigger a remote assist experience directly from the Apple Messages for Business experience.

There's one more. Is Apple Messages for Business HIPAA-compliant? Apple Messages for Business is not HIPAA-compliant. For that matter, none of the messaging apps are HIPAA-compliant. And again, if you want to know more about compliance, GDPR, please check out Apple's website. Can we -- and I can post the link here. Give me a second. Do you see any other questions, Michael?

Yes. So is there documentation on creating Messaging Components with images in it? That is probably for the Apple Messages product.

Is there -- yes. Is there documentation...

For creating Messaging Components with images, yes.

So yes, it should be in our documentation. If you don't find it, please message me. You have my e-mail ID.

Okay. And then there's another one here, Swati, that maybe you can help answer, too. So what is the typical length of time it would take for Einstein to be able to accurately handle Apple Messages via natural language processing?

I think I'm not pretty clear on the question. I think if the intent of that question was, like, is there any latency in terms of how fast an automated response can be sent, is that the question? Can you just clarify it, [ Carly ]?

I think maybe along that thinking. Like, you can maybe see if you have a thought or perspective on it to share. But then we can always follow up with...

Yes, we should follow up on this. Yes, we should probably follow up on this.

Okay. Great. I think those are all the questions, at least that's from what I see. Go ahead and go to the last slide here. So here are some learning resources to dive deeper into what you saw today. So more information about the Service Cloud partnership. There's a nice shortened URL link right there. They're available for you. And then exploring more for Service Cloud and field service on the innovation front, so you'll see, not only the innovations that were highlighted today, but overall portfolio, what we provide, contact centers, self-service, digital engagement on the Service Cloud side and, then on the field service side, optimization, mobile and the asset capabilities. And then one other callout to check out the new Unlimited+ edition. So Service Cloud Unlimited+ is available if you want to go ahead and learn more and see what is -- as part of that particular package, all the great capabilities that you get with new enhanced licenses available out there. Go ahead and check out that feed. So once again, I appreciate everyone taking the time to join us today. Like I said, I know that it's end of year. We've got holidays. Everyone is incredibly busy at this point. But the Salesforce team is incredibly grateful for you all to join us and to engage with us on some questions. So Swati and I are typically out in the Trailblazer Community forum. So if you want to go ahead and just send us notes and engage with us there as well, feel free to reach out. Thank you, everyone, and happy holidays.

Thank you.