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

Sales leaders recognize AI's transformative potential, but the sheer number of possibilities can be daunting. You might be asking yourself, which use case will have the greatest impact on my team, or where do I even start? Well, great news, we've got all of those answers for you today, and you are in the right place. This session is designed to provide clarity to all of those unanswered questions and kick start your AI journey in the right direction. Hi. My name is Bree, and I'm a Product Marketing Manager for Sales Cloud in APAC, and I'm thrilled to be here today to be a host of this session. Today's presenters include myself as well as Arvind, our Solution -- from our Solution Engineering team, and we're going to be hearing from him a little bit later on alongside some demos. In today's session, we're going to cover a short history lesson of Sales Cloud's AI journey so far. We're going to go through 5 real-life examples of how AI can supercharge your sellers and help close deals faster. We're going to look at some live demos of each of those AI capabilities in action, so you can see for yourself, and then we'll finish up by showing where to find more information and how to be part of our Sales Cloud community Salesblazers. But before I get started, a quick reminder, that Salesforce is a publicly-traded company and customers should base their purchasing decisions on products and services that are currently available. And of course, we would love to start this off by saying a huge thank you for being our customers and for joining us here today. We truly appreciate your time. So let's get into it. Sales is at an inflection point, but it's helpful to think about its evolution in stages with the end goal of autonomy in mind. The first stage was predictive. This is about using existing data to understand what has happened and where we're going to go next. And using AI to make those recommendations like, for example, which leads to pursue what is your highest value lead? This is a fantastic first step, but humans still have to take action. Then we moved on to generative. This isn't about predictions, and it's about creating content like, for example, creating e-mails or pictures to go for that highest lead that we found in predictive. This stage is about AI helping you to do your job in augmenting your abilities, but humans still have to give instructions every time. Now we're entering a third era of AI, which is autonomous AI. This wave is all about sales agents. This will move beyond human initiation. AI will be capable of initiating, thinking and completing tasks independently. The idea here is to say, just do it for me. It's important to think of AI as a continuum, and Salesforce pioneered AI for CRM in 2014 with Salesforce Einstein, our native AI baked into every product, delivering more than 1 trillion predictions a week to our customers. We knew nearly a decade ago that AI was going to change everything. So we went all in. We invested in our in-house AI research and today have 227 AI research papers published and 200 AI patents. We acquired AI innovators like RelateIQ and PredictionIO and MetaMind. We invested in technologies, and we developed multiple LLMs, and the best part is that we have used this AI we sell the entire time. So our Salesforce sellers use our predictive, generative and automated features that we're going to talk about today. Regardless, we understand that, it's easy to say that you want to adopt AI. But there are still some critical challenges that every customer is facing, and we've learned about these throughout our journey. So there's a lot of concerns throughout data. Data integrity, many customers don't trust companies with their data, but to have good AI outputs you need good data. Then we have data security. Many customers and companies are worried about their privacy. Again, we need good data to have good AI outputs. Then there's concerns about regulations and compliance. In the IT space, 71% of IT leaders believe that generate AI will introduce new security concerns or risks to the company and the customer data. And then we also have some issues, some concerns around process and skills. So companies ask us who will manage the AI? How do I bring my workforce up to speed? And when I have this AI, how do I make it seamless and easy for my sellers to use? So let's address some of those concerns now. We'll start with data. Salesforce addresses AI data concerns with our Einstein Trust Layer, a built-in security system. It allows Einstein to use customer data for relevant AI without compromising security through secure gateways and data retrieval. The Trust Layer grounds AI in CRM, encrypts data in transit, offers optional masking and employs a 0 retention policy. Salesforce hosted models will be trained on user prompts and outputs for better alignment. And before reaching end users, AI-generated content undergoes toxicity scanning and is audited, allowing users to confidently manage suggestions. So now we quickly addressed some of those data concerns. How is the best way to accelerate AI journey? And what is the easiest? How do we look at some of those process and skills and scale them in your business? So you need the complete business platform, one that combines power of AI, data and CRM altogether. We can't think about these elements in silo anymore. These are the 3 legs of the stool that need to be deeply integrated. If you want your teams to start adopting smarter, trusted AI. But how do you create a complete platform with all of these elements working harmoniously together? That seems like a lot of work. Lucky, we have Sales Cloud here, and we have invested exactly into this. The Sales Cloud has the complete solution to accelerated growth with trusted AI. We are the #1 AI for CRM for sales. We recommend to take the fan, as you can see here, as the plan. So let's take a closer look at that. True to its core, it all starts with fundamentals of customer relationship management in Sales Cloud. We also offer verticalized solutions like manufacturing cloud or health cloud. You can benefit from industry data and workflows to speed up time to value. On top of that, data and AI are woven through every element of the sales cycle. And as most complete sales platforms, we power your sales from end to end. So you can do things like engage your buyers, engage your sellers and enable your teams, bringing Einstein Sale AI and analytics to the forefront to power dated-driven selling, extend all of this to your channel partners and even streamline complex CPQ and billing needs as well as managing sales teams performances. We've been the proud leader in the Gartner Magic Quadrant for 17 years straight, but a new way of selling cores for a new Sales Cloud, a new fan, if you will. So we decided to take a beginner's mindset and disrupt ourselves. And that's why we reimagined the Sales Cloud Fan for Agentforce for Sales. We still have all of that sales technology you need from pipeline to paycheck, but now with Agentforce, we have reimagined every plan of the fan, every step of your sales and revenue journey can be supercharged by giving your sellers the superpowers, i.e., sales agents. And that's what our platform does. A complete platform now with Agentforce for sales gives your seller superpowers. So imagine if you never had to enter anything into the CRM ever again. Imagine if you wanted self-aggregating, self-generating content, conversational assistance, instant meeting prep, autonomous prospecting or even an automated sales development rep. These are all AR capabilities that we already have, and we're dedicated to giving yourselves those superpowers or sales agents. So think about it like this. You're the Batman and your sales agent is your Robin, and working together to accelerate growth in your business. So with that in mind, let's take a look at some 5 practical ways that AI agents can supercharge success and help your sellers close deals faster. In each use case that we're going to go through here, we're going to call out a problem statement, why this rose, and then we're going to look at how sales agents can help solve the problem as well as showing you in real life how these come to work with a demonstration. So let's start by looking how to use agents to personalize your outreach to leads. So the problem here -- the problem statement here is, I wish I could spend more time on my outreach to leads, said no sales rep ever. And the truth is that there's not enough time in the day to contact every lead. Reps already spend 17% of their week, which is almost a full day on prospect research and outreach. And with administrative work and sales calls, planning, enablement in the mix, there's just not enough time to tackle this all. That's why inbound leads are most often left out in the cold, never to be contacted again. So how can we help here? And how can our sales agents help? We can help by focusing your reps attention on the most important leads, the most leads with the most value, while an agent reaches out to all of the rest. This -- the success of this outreach will come down to your data again. A sales agent needs access to the lead and deal data in your CRM, then it needs to unify that information with third-party engagement data, like browsing data or downloads, to craft gripping messages for your prospects. How exciting would this be to spend less time on cold outreaches if you have an agent doing personalized outreaches for you, so that you can spend your time in the leads that matter. Let's take a look at this in action. Over to Arvind.

I'm excited to show you how to use Agentforce for sales development to build personalized outreach for each of your leads, contacts and more. Today's buyers expect outreach that feels personal, but building it manually is really hard to scale. Agentforce for Sales development automates tailored messaging by leveraging the CRM data, the external data and your internal knowledge without any cookie cutter templates required. So let's start with the Agentforce setup first. So as you can see on my screen, I'm on the setup page, as you turn on the Agentforce SDR, all the prerequisite features that are required to successfully configure Agentforce SDR is automatically turned on. The next step is to assign the agent with the user. Then we finally give access to admins who can access this very specific SDR application. The real value lies with the Agent Builder. Let me show you how the Agent Builder looks. So when you go inside the Agent Builder for SDR agent, it has out-of-the-box topics and related actions with it. Consider topics as the jobs to be done, it includes a list of actions and snippets of instructions in the form of prompts, informing the agent what to do and what not to do. So in this very specific demo, we are focused on sending an outreach e-mail. So the very specific action that we are interested in is to draft the initial outreach e-mail. So let's move on, and I'll show you the other steps required to configure the agent and then we'll come back to how do we personalize the outreach e-mail. The next step in configuring the agent is to provide with basic details like what is the role of this AI agent. So here, I've specified this as an AI sales representative, which company does it belong to? It belongs to a company which does consulting services for these verticals. And finally, I have assigned a user to this very specific agent. Next, we set the language and tone of the agent. Today, SDR agents not just supports English. It supports multiple other languages as well, and we also have other languages supported on beta. After you set the language and the tone, the interesting part is that you could actually upload files and documents that you actually use to train your sellers, you can upload the same and then train the agent to act like an SDR agent who is trained on these very specific content. Finally, I set up the guardrails. What are the leads that my agent can work with? What is the number of touch points? What is the time that the agents can engage with the customer? Everything else is set up in the rules of engagement. So as you can see, we today not just support leads, but also support other objects, like contacts and personal accounts. So for this example, I'm going to say whenever a lead is created or updated and when the rating is pooled, the SDR agent is automatically assigned to that lead, and it will start engaging with that very specific lead. So let me go back to the draft initial outreach e-mail action. So let's see how do we personalize this, and then use it in our organization. So I'm going to open this action on the Prompt Builder. This is the power of the Agentforce platform and how you can customize to make sure it meets your business needs and adhere to your business standards. For all the new objects that we are supporting, including contacts and personal accounts, we have out-of-the-box prompt template available for you. You can now use the Prompt Builder to add any level of instructions and customizations. So in this example, I said -- I'm using like very specific fields from the lead object to use as the grounding data to send or personalize the outreach e-mail. Next, what I've also done is that I've listed all the personas that the agent is going to interact with, and then I also specified the KPI for each of these roles. So the outreach e-mail is very specific or very personal to that role. I can just add additional lines to the prompt, which I have to support a new persona. Let's say, operations manager shows up on my research, I can just add a few lines for that very specific persona and define the KPIs that matter for that very specific role. Once I've done with the prompt template or I customized the prompt template, I can test my prompt by using test inputs. So let's take -- I'm going to test this template on a lead. Let me use Kim Crespo. So Kim Crespo belongs to electronics industries. Let's see how the e-mail is personalized to that very specifical lead. You can see the response has been generated, and it has used to the field information from the lead records and my prompt inputs to actually target the very specific KPIs, like sales targets and improving team efficiency to draft this e-mail. So let's look at how it works within Sales Cloud. So I have this lead called Chris Kim, who is a COO in Clearwater Hospitals. I also have some more information that this lead source was generated from the partner and the industry's biotechnology. The SDR agent has already sent an e-mail to this very specific lead, and this is how it looks. So you could see that it has targeted the right KPI to improve client satisfaction for Chris. And important thing to note here is that it has clearly addressed itself as agent SDR Melanie. This is how we build trust. The agent does not pretend to be the actual seller when sending the e-mail. It clearly calls out this is an agent and not the seller himself who is sending the e-mail. So this is how you could personalize the outreach with the lead records and other information that you have within your organization, your internal knowledge to build a customized outreach.

Thank you, Arvind. How great was that? Next, we're going to take a look at how agents can help nurture prospects and hand them off to sales. Another great use case. So again, we're going to look at the problem statement and how agents can help here. So the problem here is that even if you manage to reach out to every inbound lead, there's still the hurdle of responding to them in a timely manner. Leads reach back out with questions about products and requests to schedule a meeting and responding quickly can mean the difference between grabbing their attention or [Audio Gap]. Sales agents can help the time-consuming task of nurturing prospects after initial reach out, but only they can really understand your prospect product and sales process. Other companies have agents that are more like chatbots using rudimentary if and rules to answer generic questions, a true agent by contrast, can get to know your leads, provide detailed answers to your questions and schedule meetings with your reps when they're ready to learn more. Okay. Great. We're on the right page here. Nurturing prospects is a time-sensitive task. So let's take a look at how agents can help you capitalize on that opportunity. Over to you, Arvind.

Previously, we saw how the agent autonomously sent the outreach e-mail based on our prompt that included predefined guidance. Now let us see how to nurture the clients by responding to any questions the leads may have moving towards creating an opportunity. Let's say, if the lead asks a question, in this case, the lead is asking a question about the project time line in the industry, the agent is able to respond to that. As you can see in the e-mail below, the agent has pulled relevant information from our sales and processes documents to craft a trusted and accurate response. Let's say, if the lead has still further questions, now this time about the product. And the agent is now able to respond back with a product and related pricing information from the product and the SKU document. The agent also includes a link to scheduling a meeting, seamlessly passing the interested lead to a human SDR. Usually to execute this flow, our human SDR spend a lot of time researching leads and digging through product materials to manually write e-mails and answer questions. But with Agentforce, this is all done autonomously. In the worst case, if a lead requests to opt out of e-mail, the agent even can handle that updating the lead record to respect their preference. And the best part, we can ensure agents are up to date with our ever-changing product portfolio by simply uploading our latest product and marketing materials. So the SDR agent always provides accurate responses when answering lead questions.

Thank you for that. Next, we're going to talk about the problem of how -- we're going to talk about a real-life example of how coaching reps to improve their sales pitches. So we're going to switch gears a little bit here and look at an example that's a bit more proactive use of our agents. These use cases around coaching reps to improve their sales pitches. So what's the problem here? The delivering a pitch that resonates with customers is no easy task. Sellers have one chance to make a great impression that generates momentum. So practice is critical. But sales managers simply don't have the time to get up to speed on individual deals and continually help reps refine their pitches. How can sales agents help you? By giving every rep a dedicated coaching to help them level up those skills and refine their sales pitches, a coaching agent can analyze sales pitches and provide immediate feedback on what went well and what needs improvement. But this feedback will fall flat unless that agent is grounded in context from the value of your business proposition to the pain points of your target customer. All of this usual information will help your rep -- your sales rep feel stronger. So coaching is not always something that managers have the time for. So let's take a look at how an agent can help coach reps to improve their sales pitches. Back over to you, Arvind.

Let's dive into a demo to see how Agentforce Sales Coach is helping our sales for sellers. I'm going to play the role of an EE, and I'm preparing for a meeting with my account Omega, who is really interested in learning about our products and services. Now I'm ready to start refining my pitch for this opportunity, but unfortunately, my leader is away at a conference this week. I'd love to have feedback on this critical deal. Fortunately, I have an Agentforce Sales Coach that can help, and I can launch it directly from the opportunity record in Salesforce to practice my pitch. So I initiate the Agentforce Sales Coach from within the opportunity record. And by clicking start, I start my practice pitch or recording my pitch so that I can submit to Agentforce Sales Coach. Here we go. Since our last conversation, I've been thinking a lot about how we can help you with the challenge of scaling efficiently, while controlling energy costs and meeting strict sustainability goals. Our next-generation IT hardware and smart power management services are designed to help you. We deliver up to 40% reductions in energy consumption, while boosting processing power and maximizing system uptime. Our real-time optimization capabilities help lower electricity bills and improve operational efficiency without the need for costly infrastructure upgrades. With the rising power demands and outdated systems, Omega Solutions ensure you stay ahead. We're committed to helping you achieve your goals with smarter, greener and more efficient technology. And as I submit my recording, Agentforce is processing the feedback, and I get the feedback from Agentforce Sales Coach, and it's providing me with an individualized, personalized and actionable feedback using details from the account and opportunity records in our CRM. Now here, I see my feedback and includes a deal summary. On my skills, I can also see the feedback, my knowledge of the product and even additional recommendations on the next steps. All of this will help me feel more prepared and confident, so I can ace my upcoming meeting with the customer. It also tailors the feedback on things important to our company's goals. Now all of this is available out of the box and can also be customized to add in more specifics. At Salesforce, we initially rolled it out to 500 sellers. And after only 2 weeks on a pilot, we have rolled it out to our entire sales team. With Agentforce, our sellers can practice their pitch or role play to sharpen negotiation skills with a personalized unbiased coaching on demand.

Thank you. What a great tool to have for feedback and a great tool to enhance the skill sets of our reps by fine-tuning their pitches. Now we're going to look at a similar use case where we use agents to role play any conversation in the sales process. So going a little bit deeper with this one. The use case here is all about helping increase win rates with an agent that helps rehearse important sales calls and important elements of that call before they happen. So the problem that we're solving for here is only about 1 in 4 sellers say that they receive one-on-one coaching every week. And the truth is that sales managers just don't have the time to help reps prepare for all of their important sales conversations and the breadth of questions that they may get asked in them, things like reviewing proposals or navigating pricing or perhaps discounts. These kind of conversations, as we know, are the type of conversations that help make or break deals. So it seems like a very crucial part of the sales process to be involved in. So how can sales agents help here? By setting up a coaching agent that can help role play different -- difficult conversations at different stages in the sales process, such as objection handling, negotiations. This is great so that reps can help communicate value closer and close the deal faster. To perform this role play effectively, here's what a sales agent will need. They'll need secure access to customer and company data, real-time reasoning skills to provide realistic responses and an understanding of your best practice such as the discounting guidance. So let's again take a look at this in action. Back over to you, Arvind.

Let's dive into the demo of Agentforce for Sales Coach. I'm a salesperson, and I've just gotten this deal into the negotiation stage. I've already secured initial discounts for the client that I think will go well, but I need to make sure I have an opportunity to prepare for any objections and what my buyer may ask so that I'm ready for any eventuality. Thankfully, I've got my Agentforce Sales Coach right here. This opportunity is in the negotiation phase, so Sales Coach recommends a role play. Since coach is embedded within Salesforce, it can customize the role play for me, using the CRM context and the information like the amount, industry, key contacts, opportunity and account history. My Coach will assume the role of the prospective buyer and will guide me on the questions I should address. Let's watch how Sales Coach simulates what my buyer might say. So we initiated the Sales Coach.

Hello. I am glad we could connect today, and I'm ready to discuss this deal.

Based on our previous conversations, I have put together a proposal for 1,000 units.

Thanks for putting that together. I appreciate it. Can we discuss the pricing for these 1,000 units? I'm looking for a competitive rate, considering the volume we're committing to.

Of course, based on our long-standing relationship, I can offer you a 10% discount. How does that sound?

I appreciate the offer, but I was hoping for a more substantial discount given the volume. Could we look at a 15% discount instead?

I understand. One way to reduce costs is with a multiyear contract. For example, a 3-year contract can provide substantial savings. We can also include a services package to provide additional value.

A multiyear contract could be beneficial. Could you provide more details on the savings and the services package included with a 3-year contract?

The services package will include a 24/7 support and quarterly training sessions as part of the package. And the savings will be enormous. Does this address your concern?

That sounds promising. However, I would like to see a detailed breakdown of the savings and the exact cost of the services package. Could you provide that information?

Of course. Of course, I'll e-mail that to you.

Great. I look forward to reviewing the details. Is there anything else we should discuss today?

Fantastic. We're excited to partner with you. I'll send over the contract details for your review and schedule a follow-up meeting.

Sounds good. I look forward to reviewing the contract details. Thank you for your time today.

I finished the role play, and my coach is processing the feedback. It's informed by my team sales best practices along with all of the context from my deal and account history available at the CRM. My coach shares the overall impression, where I was strong, actionable areas of improvement and next steps. In this case, it has called out that I should have confirmed whether all the right stakeholders were involved or not. The role play highlighted an important area I should work on. That's a good news.

Thank you. Imagine how exciting that would be to have a sales rep. A Sales Coach there for you to role play any part of that sales conversation and that sales pitch. Finally, we're going to take a look at our last use case for the day, which is around creating accurate quotes. This final use case that we're going to show you today aims to get more dollars on the books with an agent that quickly drafts quotes. So the problem that we're solving for here is that the quoting stage is a critical moment where the customer has reached peak interest and is ready for a proposal. It's also the moment where the sales rep gets trapped in tedious processes, whether it's digging through the product catalog to figure out pricing guidelines or waiting for approvals from finance and legal. I'm sure we have all been there. So how can our sales agents help you here? A sales agent can draft a quote for reps in a fraction of the time. But before the agent can draft quotes that meet both company policies and customer preferences, it will need to access trusted CRM data, so it analyzes pricing guardrails, maneuvers through rules, rules for bundling and product dependencies. And it also analyzes opportunity records and recent sales conversations. So let's turn it over to Arvind one last time to show us the final demo of the day on creating accurate quotes faster.

After all the feedback that I got from Agentforce Sales Coach, I was able to address them, and I was able to move this opportunity forward. The customer is now on board, so let's move to the quoting phase, and who better to help than Agentforce. Now I can take the final step to get this deal done by creating a quote with Agentforce powered by Revenue Cloud. I use natural language to tell Agentforce how I want to structure this quote. In the background, what is happening is Agentforce is cross-referencing my request with the configuration rules set up in my product catalog with the customer's transaction history and the approved pricing. The agent inherits the same permissions as the user it is interacting with. So all of those correct guardrails are in place when structuring this deal. We do not need to worry about an agent giving out a massive discount to a customer or quoting a product combination that doesn't work. Just like that, my code is getting created. We see that Agentforce has included the right products, pricing and applied the current discount automatically. And with one click, I can generate the PDF document and send it to my customer. I know this looks simple, but I want to give you a look at the business rules in Revenue Cloud, providing the guardrails for the agent. Behind the scenes, Revenue Cloud allows our customers to take all of their product configuration and pricing rules out of spreadsheets and gives them a drag-and-drop interface to set them up. The combination of Sales Cloud, Revenue Cloud and Agentforce dramatically increases the capacity of sales teams. It reduces the workload and gets deals done faster.

Fantastic. Thanks for staying with us through all of those use cases and amazing demos we've just seen today. So before we throw over to some Q&A, I did want to talk about our community called Salesblazers. So hopefully, those 5 use cases showed up on how we can use sales agents in all the stages of the sales cycle, all the way from pipeline with prospecting to paycheck with quoting. And before we sign off today, we'd love to direct you to our Salesblazers community. So the Salesblazers community brings together sales professionals from all industries and experiences and helps them connect, learn and grow. There's no better place to start yourselves AI journey than here. It will be the place for you to build a local network, learn new skills from sales experts, learn about community-led events, like here, like this right now and to grow your career by staying up-to-date on the latest product news and innovation coming from Sales Cloud. We already have over 250,000 members in this community globally, and we launched our India channel just a mere 2 weeks ago, which has already garnered around 600 members. So we would love for you to continue or to kick start your AI journey with us by joining up to Salesblazers. So please, if you could scan that QR code on the phone and come and join our community, which is so exciting. Now I believe we are going to go over to a Q&A portion of this webinar. And as I've been talking, there has been some questions that have been coming through the chat today. So I'm going to invite Arvind to come on off mute, and I'm going to ask some questions, and he's going to provide some answers for us today like our 5 fireside chat almost.

So the first question that we're going to talk about today that we've received is, how does the AI determine the right tone and content for personalized outreach across different panels? And how customizable is it for unique sales cycles?

Of course. So in the Agent Builder, when you customize your topics and actions, you could set the tone in the example of...

Arvind, are you there?

Yes. Can you hear me? Can you hear me? I was saying that in the demo that I showed you in the Agent Builder, you could actually set up the tone. There are 3 tones available today, neutral, formal and casual. Based on the channel and the outreach that we are doing, you could set up the tones and to every specific action. And that's how you set up the tone and the action -- and use the action to set up the outreach.

Fantastic. So let's ask another question that we've had come through the chats. Question 2, how does the AI handle common objections or technical questions to move prospects closer to a meeting during the lead nurturing process? Over to you, Arvind.

Of course. So every organization has a determined method of how they handle objections and how they handle technical questions. So using Agentforce, you could upload all of your objection handling techniques and as well as the technical documentation of the products and services that you're offering, and Agentforce will use RAG in order to train itself and answer those questions with respect to objections and any technical questions. If it is unable to answer or form a proper response to a question, that's when the agent will hand off to a human, so that the human could answer the question, which is either technical or which is something that an agent could not answer.

Amazing. Thank you so much. Now another question that we've come -- has come through is around SDR and Sales Coach. So the question is, can you share examples of how Agentforce, SDR and Sales Coach have helped the sales team overcome common bottlenecks, like lead quality issues or inconsistent coaching. Over to you.

Yes. So we use Agentforce for Sales, SDR and Agentforce Sales Coach within our organization itself. So we use Agentforce for Sales in order to reach out to hundreds of leads, which were untouched. They were all cold or warm leads, which were untouched. So we used Agentforce Sales in order to do an outreach, follow-up, nurture those leads and then convert them into opportunities. So that's how the untouched leads were converted to opportunities for Salesforce. That is one. On the Sales Coach side, we use Agentforce Sales Coach for internal certification for our sellers. So all of our sellers, whenever there is a new product, new market or new services introduced, go through the Sales Coach experience or exercise in order to certify themselves on that very new product or service. So that's how we've been using internally within the Salesforce, the Agentforce for sales and Agentforce Coach in order to upskill our sellers and sales teams.

Amazing. Thank you so much. We have another question that's come in, in a similar vein here. So the next question is, how does Agentforce SDR prioritize and quality leads to ensure that the reps only focus on the most promising opportunities? Over to you.

Yes, that's a great question. So in the Agent Builder, there are rules of engagement that we could set for the Agentforce for sales development. So you could set up conditions and rules, which leads that the agent SDR should work on. So that whenever a lead is created or updated and it meets that certain rules of engagement criteria, the SDR agent takes over that lead and start sending out outreach e-mails, follow-ups and answering questions. So this is an automated way to make SDR agents work with leads. In addition to these automated way, you can also manually activate SDR agent on a lead record. So you go into a lead record and you click on the drop-down menu on the top right side, and you can click on activate SDR agent, and that lead record is taken over by the Agentforce. And then the agent will start sending out the outreach e-mail, starting with outreach e-mail and nurturing the clients towards handing off to an actual seller. So that's how the Agentforce SDR would work.

Thank you. Thank you so much. So our next question, we've got a lot of questions coming through, is around can we use Agentforce to get external information not stored in the CRM about accounts like employee count or industry, et cetera, et cetera. Arvind, over to you.

Bree, was the question about, like how do we access the data and trust? Bree, can you repeat the question for me, please?

Okay. Fantastic. The next question is, can we configure a rule that automatically hands over the lead to the seller once it reaches a certain stage? Arvind?

Of course. So you could build the agent and have flows built in so that you can understand when you can take over the lead after the SDR agent has nurtured the prospect. For example, in this case, you could build an action, wherein once the prospect has agreed to buy or when the prospective buyer has agreed to set up a meeting, that's when the agent will hand it off to a human seller.

Amazing. Thank you. Next question, again, a lot of questions coming in. So thanks, everyone, for your involvement is, can an agent initiate automated calls to leads and schedule appointments with them? Arvind, over to you.

Of course, that's the very purpose of Agentforce SDR. So it will nurture the prospects, identify the moment when it can hand over to the human seller, the actions could be booking up a meeting when the prospective buyer is ready to buy and have conversations on pricing, that's when the agent will hand it off to a human seller.

Thank you. Our next question is, whether AI in Salesforce can help to develop sales pitches for new product launches? Over to Arvind.

So yes, Agentforce for the Sales Coach can do -- can solve 2 use cases. One is to practice your pitch. The second one is to do role play. The practice your pitch could be anything. It could be new product, new services or new market. And the Sales Coach feedback will be grounded very specific to that opportunity. For example, if the opportunity is related to new product and new services selling, the opportunity fields will be used in order to derive the feedback of that very specific practice pitch. In addition to that, you can also specify the sales methodology that has to be used in your Agentforce for Sales Coach. So the feedback is tailored for your organization, very specific to that opportunity, and it's personalized for that seller.

Amazing. Thank you so much. Okay. Another great question about quoting here this one. Regarding the last use case for creating a quote, the last use case that we went through, how do we create a client quote to be sent with a vendor quote we received from multiple vendors. So these are reselling scenario. Arvind, Over to you.

Yes. So the Agentforce for Revenue Cloud or for sales will be able to like read those codes, like compile those multiple codes that are received from the vendors, and then would be able to generate a PDF quote that could be sent to your prospective buyer or customers.

Amazing. Thank you so much. So we have had another question come through. It says my earlier question might have been misunderstood. What I meant to ask was whether an agent can call leads, have a conversation with them and then schedule a meeting with the actual seller? Arvind, over to you.

Yes. So today, Agentforce for SDR, the only channel it uses today or we support today is e-mail. So the Agentforce for SDR can reach out to the prospective lead or buyer through e-mail, have a conversation. There may be questions that the prospective buyer may have on the product, services or pricing. The agent will be able to respond to that. And then once the buyer is ready to buy, a certain actions like, hey, they're looking at discounts or they want customer stories, that's when the agent will hand off to a seller, a human seller. But the channel we support today is only e-mail, so no calls yet, but it's in the future.

Amazing. Thank you yet again. So we've had another great question come through, which is, how do we ensure that the sales SDR doesn't respond wrong information or send redundant e-mails to the customer? Over to you.

Yes. In the Agent Builder, you have the opportunities to test your prompts thoroughly. We provide out-of-the-box prompts as part of Agentforce for Sales and Agentforce for Coach. You could directly use that out-of-the-box prompts and customize and add very specific instructions that is specific to your organization, test it using the Agent Builder and the Prompt Builder before you activate or put it in production. And that's how we enable customers to test out the agents before they actually use it on leads and use it on sellers for coaching.

Thank you. So many questions coming in. Thanks for all your questions, everyone. Our next question is, what all platforms can Agentforce integrate with for leads to flow directly into the CRM? Arvind, over to you.

Yes. So we support like Marketing Cloud and Revenue Cloud. So those are the platforms that we use in order to make the -- convert the leads flow into sales. And that's how like Agentforce can take over the leads in order to start sending outreach.

And another great question coming through here. Is there a way we can configure Slack so that a person is sent to the -- so that a message, sorry, is sent to the person along with the e-mail that the lead is pending for approval. I'll just read that out one more time. Is there a way we can configure Slack so that a message is sent to the person along with the e-mail that the lead is pending for approval through Agentforce? Over to you, Arvind.

So that's a great question. Today, we do not support Slack as a channel, but that's something that we are looking at on the short term road map to support Slack, and that's coming in the future, yes.

Amazing. Thank you. Another question coming through here. Is there a way in SDR to recommend pricing for every customer based on their relationship score? Arvind?

Yes. So generally, pricing conversation and value proposition is generally handled by a human seller. So the advice is that like for pricing conversations, I would encourage customers to like hand off the agent from -- make the agent hand it off to a seller when it comes to discounts and pricing, that's the advice I would have. But of course, the agent can like provide you the standard, like MSRP, looking at the products and pricing documentation, it can provide the pricing that is available, the list price. But with respect to customized pricing, I would still recommend the agent to hand it off to a human seller so that the human seller can provide the appropriate pricing.

Amazing. Thank you so much. So we're going to take one more question here, and we've had a lot of questions come through. So I really thank everyone for their participation on that. So our last question that we're going to do on the webinar today is 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. A great question. Over to you, Arvind.

Yes, that's a great [Technical Difficulty] it's something that is coming up in the next release, where you will be able to measure the number of leads that the agents worked on, how many conversations did it convert into like potential opportunities. These are data that is coming out in the upcoming release, where you could build reports and dashboards for agents, not just within CRM, but also use Data Cloud to build these analytics and dashboards for the agents to measure the number of opportunities that were -- leads that were worked on by the agents and the number of leads that were converted into opportunities. So look out for the next upcoming release where you would have more information on reporting and dashboard for agents.

Amazing. Thank you so much. That concludes our Q&A portion of today's webinar, and thank you so much, everyone, for putting forward your questions. And thank you, in general, for your time today and for coming to hear all things Sales Cloud and the sales agents and how they can help supercharge your AI success and help your sellers along in their journey. We really appreciate your time today. And hopefully, we'll see you in the Salesblazers community, where we'll be posting lots more of these kind of webinars. Thanks, everyone. Have a great rest of your day.