Dreamforce 2021 highlights - CloudShift Group

And that’s a wrap on another Dreamforce! From inspiring keynotes to exciting announcements and even a special performance from the Foo Fighters, it was a busy 3 days connecting the global Salesforce ecosystem.

Just like last year, Dreamforce 2021 was held virtually, but this time it played out on Salesforces’ newly launched streaming service, Salesforce+. The platform is brimming with great content available on-demand meaning you can still catch up on the new announcements, insightful customer success stories and inspirational Trailblazers.

Here at CloudShift we have put together some of the highlights from the event including the announcements we’re most excited about.

Slack Updates, Integrations & Digital HQ Innovations

We were all excited to welcome Slack into the Salesforce ecosystem earlier this year and now we get to see how it is being integrated across all products and industries, helping every department build a digital HQ. New Slack innovations are set to improve real-time collaboration and empower teams across all departments, supporting hybrid and remote working. Read more about how Slack will be integrated with Salesforce here. There is also, of course, Trailhead for Slack to check out! Watch the Dreamforce Trailhead Episode on Salesforce+.

Sales Cloud, Einstein and Tableau combine!

AI-powered insights, integrated sales enablement resources and self-service options put even more power in customers’ hands and give sales teams everything they need to accelerate revenue and grow.

Further announcements on Revenue Intelligence highlighted how sales leaders can be equipped with insights throughout the entire sales and revenue cycle, from closing deals to setting forecasts and building new pipe. Revenue Intelligence combines Sales Cloud, Einstein and Tableau capabilities into a unified revenue management command centre. This enables customers to close deals with confidence using AI-powered predictions, use analytics to take action and adopt a data-first sales strategy.

Making it easier than ever to attract, retain, engage and build high-performing sales teams, Sales Enablement updates smooth onboarding, training, and development experiences, ultimately supporting them to close deals. Embedded directly within Sales Cloud, Enablement uses AI to accelerate deals with data-driven coaching, up skills sales reps with contextual, real-time learning and helps measure the impact of enablement activities against key sales metrics and revenue.

The introduction of Subscription Management for Revenue Cloud supports the shift to more self-service B2B buying and subscription management. Built on the Salesforce Customer 360 platform, the update means businesses can deliver a unified customer experience and allows them to manage the complete subscription journey, integrate with any self-service channel and maximise revenue by predicting risks and recommending next best actions with Einstein.

Read more on Sales Cloud, Einstein and Tableau capabilities here.

Service Cloud Creates a Digital HQ

New automation within the Customer 360 platform, AI powered workflows and digital contact centre innovations for video, chat, voice and workforce engagement powers a more streamlined and effortless experience for service agents and their customers.

To meet customer expectations, service teams need to be able to respond fast and that’s where AI-powered workflows and automations step in, creating a trusted service at scale. New workflow capabilities include Customer service incident management to accelerate resolutions for major incidents, omni-channel flow powered by AI to analyse incoming cases and robotic process automation capabilities (RPA) to automate repetitive, time-consuming tasks.

With more teams adopting remote and hybrid working Salesforce have created a Digital Service HQ within Service Cloud to bring workforces together. This new digital contact centre includes capabilities such as;

  • Einstein conversation mining to help optimise self-service channels
  • Messaging for in-app and web
  • Improved personalised customer experience through the visual remote assistant
  • Workforce engagement intraday management, connecting forecasted work with real time staffing needs
  • Service Cloud Voice, integrating phone, digital channels and CRM data in one

Read more about Digital Service HQ here.

Boosting Personalisation with Marketing Cloud

Providing a more personalised experience has been a huge focus for Marketing Cloud with the increased interest in AI-powered innovation and automation from Marketers. Einstein Engagement Scoring in Salesforce CDP enables customers to target their most active subscribers and supercharge customer interactions across every touchpoint. Humanising engagement also feeds in with a number of new innovations being announced to help just that. These include, interaction studio templates to simplify personalisation, Einstein designer to help create relevant content and integration with Experience Cloud and CRM.

The announcement of additional integrations with Datarama, AI-powered marketing intelligence, as well as other connectors and apps, helps to optimise marketing impact by leveraging trusted data to provide smarter insights.

Read more about personalisation with Marketing Cloud here.

Health Cloud 2.0 Launched

As we continue to navigate the future of hybrid working and re-establish more in-person collaboration, Salesforce recognised the need for a robust and scalable platform in which to manage the health and safety requirement including Covid-19 protocols. The deployment of Dreampass as part of the Health Cloud 2.0 portfolio empowers businesses and governments to provide better health and safety for their employees, customers, and communities. Read more here.

Connecting the Digital Experience with MuleSoft

MuleSoft seamlessly brings together all the applications, data and devices within a business network to create a truly connected organisation and, as a MuleSoft Partner, we were delighted to hear some great new innovations.

New automations make many time-consuming processes redundant. The new MuleSoft RPA (Robotic Process Automation) replaces those repetitive tasks with bots that can enter data, process documents and takes action on behalf of the user. This exciting update not only enables teams to become more efficient but also reduces human error and can improve accuracy, allowing users to truly leverage the power of MuleSoft.
Further integration across the Salesforce ecosytem, including the various clouds and other platforms like Slack and Tableau, connects the Customer 360 and provides a unified experience as more companies move into the all-digital world.

Read more about the MuleSoft highlights from Dreamforce here.

Dreamforce Key Speakers & Special Guests

As always Dreamforce was a spectacle to behold, even if we weren’t all together in San Francisco, proving once again Salesforce knows how to put on a show! Besides all the exciting updates we heard from some key luminary keynote speakers, including some familiar faces. Marc Benioff, Salesforce CEO was in good company as a host of Olympians, Trailblazers, and actors including Wanda Sykes, Jason Sudeikis, Jane Fonda and even the fresh prince himself, Will Smith dropped by, all to share their stories and insights. With a special performance from the Foo Fighters, joined by Astro and friends as backup dancers, the event was a true celebration of the joy and excitement that comes from being a part of this global ecosystem.

As a Salesforce Partner, Dreamforce remains a highlight in our calendar, and we will continue to share the impact of these announcements. We are excited to see how these updates will enrich the Salesforce experience for both ourselves and our clients.

Still want to hear more about Dreamforce 2021, check out Salesforces’ Best of Dreamforce category on Salesforce+ here.

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