Agentic AI Powers Employee Success | IT & HR Service Keynote, Dreamforce 2026

Please welcome SVP and CPO, IT and HR Service Cloud, Salesforce, RJ Janendra.

Hello, Dreamforce. It's good to see y'all here. Think about the last time you needed something from IT or HR. What did you do? You filed a ticket. And then you did the one thing we've all been trained to do. You waited. I've waited. I've stressed out about that waiting. In fact, I remember an experience from a few years ago.

Vividly.

I had a customer meeting, an important one, and I was presenting. And about an hour before the meeting, my laptop was offline. So I pulled out my phone, went to the IT portal, tried to get some help, didn't find any. So I filed a ticket and I waited. Now, for those of you who've filled out a web form on a mobile phone, You know what that feels like. Now, as the meeting drew closer, I grew more anxious. Now, thanks to my Google skills and my degree in computer science, I figured out that it was a corrupt VPN configuration. I reset it, got online, meeting went well. As for that ticket, it's probably still bouncing around, waiting for more information from user. Now, I'm sure many of you in this room have had similar experiences, right? So take those experiences, the time spent, and multiply it. Multiply it by every employee, every day, in every company. And that's a major loss of productivity. So for the next 45 minutes, my team and I are going to show you how that experience comes to an end. 12 months ago, we launched IT Service right here at Dreamforce. And since then, adoption has been phenomenal. More than 1,500 customers, and Salesforce named a leader by Gartner, Forrester, and ISG. So, thanks to all the customers and partners who bet on this with us. And also a special thank you to the passionate teams at Salesforce that I have the privilege of working with every day who built this. And we're just getting started. Now, every CIO and every leader is dealing with a paradox. You ask your employees, and 8 in 10 will tell you that they're being more productive personally with AI. Now, ask your CFOs, and fewer than 4 in 10 will say that productivity is showing up in the business results. Now, this was in a McKinsey report that was published just last month and reaffirmed by several of the analysts that we spoke with last week leading up to Dreamforce. So everyone is deploying AI. Few companies are showing the business results. So you have to ask yourself why. What are these companies doing that are showing the results? What are they doing differently? Well, I'll tell you what they're not doing. They're not pouring more AI on top of broken processes. What these companies have done is they've rebuilt the foundation underneath. They've reworked the workflows because more AI was never the answer. A better foundation is. And if you're on a legacy ITSM that was built 10, 20 years ago, that's not the right foundation. So what is a right foundation? What does it look like? There are 4 things. Number one, agents that are in the flow of work. They meet your employees and your users wherever they are, whether it's Microsoft Teams, Slack. By the way, we love Slack. It's not another window that nobody remembers to go click on. The agents have context and they're grounded in your data, and they don't just give answers, but they take action. They complete the task. 3, total visibility over your entire estate in real time. And 4, they're easy to set up and maintain. And unlike traditional apps, which are rigid, AI runs on data and needs to learn and tune as the data changes. So you get these 4 right, and AI goes from being a personal productivity project to actually moving your business forward. And we built IT&HR Service Cloud With these principles in mind. Take a look. Let's roll the video. That's just awesome. Now, what makes our solution different is that it's built on the Salesforce platform that you already know. Agentforce, Data360, MuleSoft, Service Cloud. More than 60,000 organizations run the world's number one customer service on it. They trust the platform to deliver great experiences to their customers, and we've taken that same power and brought it inside your company for your employees. So So, what do you get with IT&HR Service Cloud? You get employees who are delighted with the faster resolutions they get with our employee service agent. Your IT&HR teams get ahead with proactive assistance. Your leaders get to run IT&HR on the Salesforce platform that they already own. And your admins get to stand it all up in a matter of weeks, not 4 to 6 months. Now, for AI to succeed, it has to be embraced by the people for whom it's built. So we're going to show it to you. We're going to show you IT and HR service from their eyes, the employee, IT and HR teams, leaders, and the admins. And since we obsess about employee service and employee experience, what better place to start done with the employee. And to show it to you, please welcome Jessica Holt Ware, AVP of Employee Service and Partner Cloud, to the stage. Jessica.

Wonderful.

Wonderful.

All right.

Thank you so much, RJ. Hello, Dreamforce. Good to see everyone. Did RJ's story resonate with you earlier? Have you looked for help at work and not known where to go or what to do? Well, That's because there is no single way to get help. You can either log a ticket and then wait for 2 days, or you can go and engage an agent, but that agent might not be able to actually help you out. Let's take a look at Adam. Adam works for a company that claims to have successfully adopted AI. Well, Adam can't get logged in. He's got an important meeting coming up. So he engages the agent, and the agent serves up an article on optimizing battery life. Well, that's not his problem. He's locked out. So then the agent tells him to log a ticket and wait 2 days. This meeting's in 20 minutes. That's not an option. So then the agent serves up a, a menu of options, and Adam selects something else. But all that does is start this frustrating loop over again. We've all been there, right? This has happened.

No.

Well, that is why I am so excited to introduce Paige, your HR and IT employee service agent. We are past the moment of AI adoption. In fact, that story of Adam, did he engage AI? He did. Is it going to show up on a dashboard somewhere?

It will.

Was his problem solved? It wasn't. Now, with Page, that same challenge is going to be fixed in minutes. In fact, Page can solve up to 75% of your employee issues fully autonomously. Pretty amazing, huh? So how does Page do it? Well, Page behind the scenes is going to orchestrate across multiple specialized subagents, to proactively get the work done. Paige is highly contextual, meaning that she already knows your employee's role and what they should have access to. Paige is also intelligent. Paige knows when a human is needed in the loop, when to bring somebody in, a specialist. And Paige is also available wherever your employees are working, be that Web, Slack, Teams, or more. This is fantastic. She's meeting your employees where they are so you never waste time. But the best part, Paige is priced very simply, per resolution. That means if you need to bring in a human or your employee doesn't get the help they need, you pay nothing.

Fantastic.

All right. So hopefully, I've gotten your attention, and I have amazing demo builders up here to help us. We want to show you Paige in action. Are you ready? You want to see it? Yeah.

Yeah?

All right. Meet Julie. Julie is newly promoted from inside sales to the field. Now, when she logs into Teams, she's immediately greeted by Paige, her HR and IT employee service agent. Paige already knows everything about Julie. In fact, Paige knows that Julie's new to the field, so she looks at all the tools and systems that her peers are actually using and makes a recommendation for her. Concur and Amex for travel. Also, she needs an iPad and a MacBook Air, right? This is for onsite demos. Something's new to her. Julie didn't even know that she qualified for an iPad. This is fantastic. Julie reviews the list, And says, let's go, let's do this, this looks fantastic. Now, Paige goes to work in the background putting multiple subagents to action. That means that her Concur access provisioned immediately. The Amex is initiated. Now, that MacBook Air is shipped in a zero-touch process. The iPad, on the other hand, does require manager approval. So for that, Paige is smart enough to know she needs to loop in Julie, Route that request, but provides all of the context needed so that Mary, Julie's manager, can now actually make a quick decision. She approves the iPad, and Julie gets a list of all the actions that Paige has taken on her behalf. Pretty amazing, yeah? All of that done faster than ever before. All right, but Paige isn't done yet. Julie comes back in and starts asking questions about Wi-Fi on her upcoming United flight. Paige is able to pull directly from United's help portal best practices around Wi-Fi, things like making sure that Julie already has the United app before boarding. I've been there. It's a good tip. She also is looking at the internal SharePoint, making sure that Julie has all the information about the internal security policies, things like getting the VPN set up, making sure she's using a privacy screen. So Julie can now board that flight with the confidence she has everything she needs to just focus on her customer meeting. All right, so we have seen this amazing experience in Teams, but as RJ mentioned, we love Slack here, so we're gonna shift over and look at the same interaction in Slack. But this time, we're gonna look at Sam. Sam's company has entered its re-enrollment policy, and instead of going and digging through Workday and looking through different FAQs, Paige helps Sam walk through his family HSA elections. But halfway through, Sam mentions something a little bit more personal. There's a health issue that might affect the elections. Well, because Paige is intelligent, Paige pauses. Instead of putting that transaction through, Paige is actually going to loop a live agent in immediately, passing the entire context of that conversation over so that Sam doesn't have to repeat himself. Sam has just moved faster than ever in his employee enrollment process, and he's gotten exactly what he needed out of this interaction.

All right.

So we've shown you Paige. Hopefully, you're feeling a little inspired and thinking about all these different things and ways you can help your employees better than ever. But I want to make sure we take some time for you to all hear from a wonderful customer who's already leveraging our agents. So with that, I'm going to welcome to the stage Tom Kempster.

Hi, everyone.

He's Director of Digital and Innovation, Hampshire and Isle of Wight Constabulary, and Thames Valley Police. I think I got it all, Tom. Welcome up. Come on up. All right, Tom, thank you so much for making the trip, joining us at Dreamforce.

Thank you for having me.

Hopefully, you found some good coffee this morning. I know it was hard for me. Well, to start us off, I'd love for you just to share a little bit more about your role and the scope of what your team does.

Sure. So as it says, I'm the Director of Digital and Innovation across 2 UK police forces, Thames Valley, Hampshire, and the Isle of Wight. So we are supporting about 17,000 users across the 2 forces. We have about 350 people providing traditional ICT support, our product management, our transformation journeys, et cetera, which, you know, you might think is on the high side given the number of users that we support, but this is providing a genuine 24/7 service. And also, and this is probably an important point for what we're gonna talk about today, one of the nuances of UK policing is the level of vetting that's required of our employees. Now, the reason why that's important is that rules out, you know, a lot of the traditional methods for efficiencies, you know, things like outsourcing or offshoring. Which means that we have to build those teams internally. And that's what started us on this journey looking at Agentic.

Amazing. No, that's— and with the scope of what you do, I mean, you're talking about hundreds of thousands of tickets and all. It's absolutely amazing. Let's talk a little bit about the Salesforce platform. So, you've been using Service Cloud for quite some time. I'd love for you to share with the audience a little bit more about what gave you the confidence to extend Agentforce into your employee agent. Sure.

So it's funny you should mention that 'cause I'm gonna be talking about that at the public sector keynote tomorrow. So that's our customer journey. Tune in for that if you want. But that's really where a lot of this confidence came from. So, you know, we knew that we could see, you know, significant benefits in terms of the kind of wait times that we were seeing for, you know, our customers, you know, our users. We knew that we could see improvement in the satisfaction rates. So, you know, the question was, why aren't we looking at how we apply that internally? I think another key thing that was important for that confidence was around not just the technology, but thinking about the people that we were working with. That blueprint of having our operational or our technical SMEs working with a really good delivery partner, we worked with Informentum, they were fantastic. But also that Salesforce expertise in terms of what does that customer focus lens look like? And that was really important coming into a public sector environment where that's not something that, you know, is taken down a traditional route from a sales perspective. Um, that's really where that confidence came from. And I'll give you the exact moment. You know, I was sat with the CIO, we're looking at the renewal for our, you know, current, uh, well, now legacy.

Legacy, yes.

Absolutely.

Important.

Our legacy, um, you know, our service platform. And we did not want to sign that renewal. It was 3 months away. That set the clock, but it gives you an idea of the level of confidence in terms of not just the CIO and myself in terms of, you know, taking that on, but also with the teams that were delivering it to know that it could be done. And it was done in just under 10 weeks.

That's amazing.

Minimum viable product.

Yeah, but no, I mean, I think we talked, it was, I think I heard 8 weeks at one point. So 10, 8 weeks, but net-net, the reality is, is you were able to move really fast with all that intelligence you had from your service Absolutely. And expand this out quickly. When we talked earlier, we talked a lot about 24/7 service and how necessary that is for the police force. So if you can cover a little bit more about just getting to 24/7.

Sure.

And also the vision a little bit beyond just the IT focus when you think of employees.

Yeah, absolutely. So I mean, you know, it's rare, 24/7, isn't it? You know, I came from the private sector. You know, normally it's follow the sun. You've got a big patch over the Pacific where you don't have to worry about it. But we genuinely have systems that are a matter of life and death. And it's not just as simple as making sure that they're up. It's also around that operational support that you provide to your officers and staff when they're on scene, when they're dealing with an incident, whatever that looks like. And it's— the number of staff that that takes is one thing, but it's also about having the skills, the breadth of skills that you might need in any given moment.

That's—

That's the really hard part to deliver. I would say that we're genuinely really good at making sure that those systems are up and are available. Obviously, that's critical. Where there's definite room for improvement for us and why we started this journey is, how do you provide that advice at 3:00 AM in the morning?

Yeah.

If an officer's asking, how do I do this with my body-worn camera? Or how do I get this specific piece of evidence that might be critical for what they're trying to do when, again, you're specialists or you're They only work 9 to 5 in many cases. So what I was looking at with the Agentic was not just how do I drive more efficiencies on those, how do I really leverage in terms of driving those costs down, but also how do I improve that service?

Mm-hm.

I can make this stuff available 24/7 rather than just in office hours. I can extend it across more capabilities that I don't necessarily have the internal expertise to provide that support. It wasn't just about reducing the cost, it was also about improving the response that we were giving to our user base.

Absolutely, I mean, I can't imagine, you already have police going out, if they're not able to get the tools and systems they need to do their job whenever they need it, that's a huge problem.

Yeah.

Well, I have one last question, looking out to the audience today, what advice would you give on how to get started?

So I think the minimum viable product is a really key thing. I think it gave us a really good opportunity to look at what do we actually need from service and really refine that down after something had been worked on for years and years and years and years and years. And I think we were able to slim that down quite significantly. That's one thing. I think the other thing is, don't be scared of that agentic journey. You don't have to solve everything all at once. If you've got a really strong knowledge base or if you've got a really strong product, single product or something like that, Like that where you could roll out Agentic just for that, even if it's just a soft launch, I think that's really valuable. You know, build and iterate is, you know, I think the core advice that I'd give to everybody in this room. It gives you 2 things because it starts to give you lots of data in terms of how do your users want to engage with this? You know, what kind of questions are they gonna ask? It gets them used to it and it gets them clamoring for more. That's what we've seen. The other thing I think it does is it helps you to understand what capabilities do you need behind the scenes to be able to manage this? And they're different. It's not the traditional model that we're used to in ICT. That really sets you up for when you're going to go into like your HR space, your finance space. For us, we started with IT because it was mature. We want to extend it everywhere. Unified capability, all accessed via Teams, conversational. That's the dream.

I love it.

Well, Tom, thank you so much for joining us and sharing your story with everyone here.

Thank you.

All right. And so now I am going to turn it over. We're going to talk a little bit more around the teams, the HR and IT service teams behind the scenes, and how they can be more efficient. And to do so, I'm going to turn it over to Senior Director of Product Marketing, Jeff Maloney.

Thank you, Jessica. For decades, your teams have leveraged service management applications from vendors in our industry. And for the past few years, those vendors have provided AI-powered service management. But when we talk to our customers, they tell us that their team's lives have not really improved. They've always had limited knowledge. Now they just have knowledge that hallucinates. They've always had poor visibility into their configuration management database. Now it's just more difficult because they need to manage agents and MCP servers. And they've always had static reactive workflows that unfortunately just don't live up to the hype that AI promised with proactive. They also say that their teams used to go from applications to application to get information. Now they need to go from application to some bolted AI thing. It's overly complex for our teams. IT and HR Service Cloud helps your teams overcome those problems. Look, we didn't just build a bunch of workflows on top of a different solution. We rethought how your teams should leverage a service management application, and we built it on top of the world's leading agentic platform. No longer do your teams have poor visibility. Our agents can go across your enterprise, gather information so your teams can solve problems. No longer do you have poor visibility into the CMDB. We have dynamic discovery that can give your teams real-time visibility into your infrastructure. And no longer do your teams have static reactive workflows. We have agentic capabilities like proactive assistance that can help your teams reason through very complex problems in real time. And no longer do your teams need to go from application to application or application to bolted-on AI As RJ points out, it is directly in your flow of work. And with that, I'm pleased to announce Coworker for your IT and HR teams. Mark mentioned this, this morning, and so did Rohan. And what Rohan talked about a lot was context. And context is the first thing that Coworker brings your teams because it's rooted in your business and enterprise information. Your teams have the right context to solve the problem that's right in front of them. Coworker can also help your team spot trends and recommend solutions so that you can get to the root cause faster. And Coworker can not only orchestrate subagents behind the scenes, it can come up with a plan, and it can execute the plan, all directly within the flow of work. And with that, I want to take a quick demo on Coworker and some other capabilities that I just discussed. Let's meet Kevin. Kevin is on your infrastructure and operations team, and he's managing your cloud environments. And as we all know, cloud environments are complex because they spin up and down based upon demand. To manage cloud environments through manual integrations and spreadsheets is almost an impossible task. Well, that's great. You don't have to do that anymore. With dynamic discovery, Kevin has instant access into his infrastructure. With integrations with tools like Splunk, Kevin is given immediate telemetry data, he's given alerts, and he's also given potential incidents. And there's an incident with a production server that he wants to drill into to find out more about it. When he gets into the incident, he's gonna be immediately presented an AI-generated summary of the incident and its related assets. But the really important thing here is Kevin, like all of your teams, has hundreds of things he needs to do. We're gonna give him a couple of scores on priority. Number one, we're gonna give him a prediction risk score on if this incident is gonna be a major incident or problem. And number two, we're gonna give him a prediction risk score on if this incident is going to breach the service level agreement, so he knows this is a priority. Kevin needs to understand the root cause, so he's going to go into Proactive Assistant, where he's going to be suggested root causes and proposed resolutions. Here, he's going to recognize that there's a connection issue with the production server. Kevin needs to know how big of an impact this will be on his business, so he's going to go into Service Graph. The beauty of Service Graph is it gives him a graphical representation, in this case of the production server, all of the downstream assets and business services related to those assets. He can also see the connection issue in question here as well. Knowing this could be a major problem for his business, he's going to go into Coworker for some help. Kevin's going to prompt Coworker with the information that he has on the incident and other information he gathered, And he's going to ask Coworker to do a full investigation report. Coworker subagents are going to go out to the landscape, and in this case, they're going to recommend to Kevin he needs to create an emergency change request because of the severity. Coworker is going to present to him steps to solve this and a change to do a rollback. Once Kevin confirms that this is okay to do the rollback, Coworker is going to not only have that plan ready and all the proposed steps, Coworker can execute the plan on Kevin's behalf. And once Coworker finishes up, Coworker is going to inform everybody about the change that it put back into the environment to roll back that production server. Pretty amazing stuff that we can see directly from the service desk. For a quick recap, Dynamic Discovery gave Kevin complete information on his cloud infrastructure. He used proactive assistance to help him understand the root cause. And he used Coworker not only to come up with a plan, but also to execute the plan. Some pretty amazing things that we saw Kevin do from the infrastructure and operations perspective. And with that, I would like to hand it over to Suzy Turk, who is our Vice President of Solution Engineering, to talk about better total cost of ownership with Salesforce.

Thank you, Jeff. Let's pivot to IT leaders. I want to start out by giving a shout-out to all the IT leaders in the house. When I'm meeting with customers, I'm hearing you're dealing with a lot. While most of you are running your businesses on Salesforce, your IT system remains separate. This is resulting in duplicate stacks, duplicate data, and ultimately, a gigantic headache. The City of Sherwood addressed this by consolidating IT service onto Salesforce because it was a platform that they were already using and trusted. This allowed their very small IT team to be able to operate at a much larger scale. And to enable all of our customers to be able to consolidate and operate at scale, we have launched 4 new exciting capabilities that I'd like to share with you today. Introducing IT Compliance. IT Compliance allows you to consolidate your entire compliance ecosystem in one place— regulations, risk management, controls automation— all in one single Next, introducing IT asset management. Let's face it, if you are not tracking your assets, you are losing money every single day. Every untracked laptop, every unused license, every unexpected renewal is money walking right out the door. Let's not let that happen. Next, proactive customer IT operations. This allows you to unify your IT service and your customer service so that when incidents are detected, you can proactively notify your customers. You know what's the fastest way to close a customer service case? By not having it opened in the first place. Solve that issue before the customer realizes that there's a problem. And finally, IT Skills Graph. So as a leader, I've been really focused on upskilling my team for the agentic era. Who here is focused on upskilling their teams for AI? Quite a few of you. As I've talked to leaders, it's something that we're all grappling with. How do we enable our teams not just to survive in this next agentic era, but how do we enable them to thrive in these uncharted waters? And here it is, IT Skills Graph. This allows you to manage your talent operations in one single place, right from Slack or Teams, which is where they're having conversations and doing work anyway. All right, who wants to see this in action? All right, come on, let's get the energy up in here.

All right.

Anna is an IT leader, and her organization has gone all in on AI. And a decision like this is going to impact everybody all at once. So compliance, employees, assets, all impacted by this decision. And what else AI has done is it's ushered in a new level of concern around risk. So what Anna is able to do is see all of her AI agents and the risks that they pose But most importantly, which controls are in place? We talked about untracked assets being money walking right out that door. Well, here Anna sees all of her assets, those that are already assigned, those that are on order, and those that are in transit. There is nothing here that is unaccounted for. Another concern that leaders have been sharing with me in these uncharted waters around AI is AI token spend. We've all seen the news, companies that have blown through an entire year's IT budget on one month of AI tokens. We want to avoid that. Here, Anna can see all of her company's AI tools, but most importantly, not be blindsided by some astronomical unexpected token spend. From here, Anna is able to manage the health of her service operations. She immediately sees that the mean time to resolution has started to spike, so she digs in. She goes over to Coworker and she asks, why is my MTTR so high? Immediately, Coworker's able to search through incident records, asset records, escalations, and there it is. These tickets are being escalated almost immediately. So, Anna asks Coworker, what do I do about this? How do I fix this? Coworker connects to Cornerstone OnDemand, which is the organization's learning management system. This is all via an MCP integration, and Coworker is able to see that the skills that the employees have do not match the skills necessary to manage this new AI infrastructure. Coworker presents Anna with an upskilling plan, which she's able to review and approves right then and there. And this training is all then pushed immediately to her teams via Slack. There you saw how Anna was able to manage her entire IT service operations from one connected platform with one connected view. Next, I'd like to welcome to the stage SVP of Sales—

you can clap. Come on.

That was awesome.

SVP of Sales, Jenna Gwynn, and Chief AI Officer from Cornerstone, Gunnar Jairaman.

Hello, everybody, and welcome, Gunnar.

Thank you.

Thank you so much for coming to Dreamforce. We appreciate it. And Suzy, what a great demo of what we're doing with Cornerstone. So why don't we go ahead and get started? Gunnar, you're the Chief AI Officer at Cornerstone. Can you tell the audience a little bit about your role and about what Cornerstone does?

Thank you. I have trouble saying that loud, Chief AI Officer. My role is very similar to what you all do every day, transforming the business, creating new value with AI, and getting our workforce ready to go execute. A little bit about Cornerstone. For 25 years, we have been and continue to be leaders in learning and talent development. Now we are spearheading into the world of workforce transformation with a very unique perspective. We call it human to the power of AI, truly understanding that what we have in front of us is epic and understanding what AI can do best, what humans can do best, and how do you get them ready. So, excited to be here chatting.

Yeah, we're excited about what you're building. I know personally, I think this can be a huge help for my team. So, what's unique about Salesforce and Cornerstone is Cornerstone is a customer of Salesforce and also a partner. Salesforce is a system of orchestration, and Cornerstone is a system of intelligence for the learning data, the career data, the skills. Can you tell us a little bit about the vision for this partnership and how it began?

Absolutely, Jaina. Before I jump in, a little bit of context that you all can relate to. Work is changing. We heard in the keynote this morning, AI is no longer an efficiency play of doing more with less. We are creating new value for our businesses. We are creating new work streams and business. So with that change, it is extremely important for us to, one, understand how big of a vision we have to set, two, Getting to know what is required, what are the tasks and skills required, what can AI do, and what can humans do. Now, as a customer, we went back to the drawing board. Who can actually bring business, IT, and HR into one place? Because that has to converge. They cannot operate in silo. We saw the experiences mismatch when it happens. So too, as a partner, we know what we do best. Like you said, system of intelligence. We are able to break the work signals into tasks, which can speak both the language of AI and humans, then relate to skill, find the gaps, whether it is upskilling, reskilling, performance coaching, internal mobility, we can do it. But the key is context. Somebody has to bring in the context of business and apply it personally. So that's where Salesforce comes in. What really sells me is the single pane of glass in the flow of work that we talked about, that makes all the difference.

It truly is a better together partnership. And what excites us, and I know excites RJ, because he talked about it earlier today, is Slack. And you made the deliberate decision to do this in Slack. You have your own interface, but you all made the choice to start in Slack. Can you tell us a little bit about why?

Absolutely. With the change in work comes change in expectations for each one has to do. Now, it's guaranteed that every one of our systems we have, systems of record, systems of work and engagement, has to go through this massive innovation. But I think it's time we have to adapt to the changing needs and see how we present these experiences. I'll give an example. Again, it might be happening in all your workplace. Product manager or an engineer today is not just expected to manage their own feature set, they are expected to be having hands-on on the revenue side. What's happening to the support tickets from the customers? Map it to the features, push the code, convey it back to the field, and continuously improve for opportunities. So this in today's world is hundreds of emails back and forth, tickets, meetings, and approvals. That cannot happen anymore. We at Cornerstone, I'll give an example on our Salesforce partnership. As a customer, we are big on outcomes. So when we close a deal, the next day we assign an engineer, a forward-deployed engineer to the account. Now, to me, one, Cornerstone can find out what is required for the project, automatically assign me to the project. My day begins with Slack where I'm notified with, you have been selected. Here's what you need to know about the customer, about the project. What are all the trainings that you need to take? Who are all the people you need to meet for mentorship? Having compliance trainings and coaching delivered inline makes a big difference. 2, as I make progress through the project, weekly check-ins, daily check-ins, how well I'm doing, as well as when I'm doing really well, tap into my skill set to coach others or get ready for the next initiative. All in all, we think that single pane of glass, by bringing in the context of business, Really works for us, and we hope it works for our joint customers too.

Well, we're so glad and excited about what you're building. The last question I have for you, given all of your experience as Chief AI Officer, you've got an audience out here of folks that are building agents today that are trying to get ROI out of those agents. What advice do you have for them?

I'm going to steal what Tom said. He said it really well. Don't be afraid. Get started. I'm a big fan of speed and bias for action. There's a lot going on that we could be lost for months in analysis. We don't have months, we don't have days. I would say pick your problem, one problem, two problem, tangible business issues. Let's find out what do you need in terms of technology. You have experts here from Salesforce. We'll help you figure out what do you need in terms of getting your human workforce ready and get that start rolling.

Well, great advice, Gunnar. Thank you so much for being here. Really appreciate your story.

Thank you.

Okay, now we're gonna dive in and see what it really takes to set up and configure. Let's talk about the unsung hero in IT, your admins. I hear it from my customers all the time. Legacy IT systems are a headache. They're difficult to manage, long implementation times, upgrades are costly, and now you add AI into the mix, And it is increasingly more difficult to manage. You have to manage things like hallucinations. How are these admins supposed to get it all done? Well, guess what? Salesforce built a product just to help you with that. We are going to make your lives easier. And how are we going to do that? Well, we built a product that is easy to set up, easy to govern, and continuously optimizes over time. We have a— a library of standard templates, agents, and connectors out of the box to help you get started fast. You can leverage AI Force so that you can connect and deploy to any surface through APIs and MCP servers. We have observability through prebuilt dashboards. So at any point in time, you can see what your agents are doing, what's happening, what resolutions are getting resolved, And really take a look at the effectiveness of those agents. It's awesome. And what's even better? The system continuously improves over time. So, I'm going to stop talking about it, and I'm just going to dive in and show you. All right, let's meet Maya. Maya is our IT admin. Maya is working in Salesforce Go to activate and customize agents. But Maya is so lucky because Maya has access to over 60 prebuilt IT and HR subagents. These subagents are basically what all the employees want, the most common requests. So this is going to save her time. So let's take a look at what a subagent is. Let's dig into the access management subagent. In a single click, you can see the complete view of the agent. You can get a graph view. You can even go into the underlying script So that you can take a look at what the agent is doing. This is awesome. And when the agent needs to take action, guess what? We have native connectors out of the box. Take, for example, the provisioning agent. Maya connects directly to Okta, so this agent can actually get her work done very, very quickly. Now we have an ability to go and see what's happening with all of these agents. This is through the Agentforce observability functionality. We have prebuilt dashboards so that Maya can go take a look at all the resolutions that are going on. What's taking longer? Where are people getting stuck? And where might we make some improvements based on the usage that we're seeing? Maya can also go in and take a look at the effectiveness of these agents. And she is thrilled because these agents are doing very, very well. So Maya is extremely happy. However, Maya takes a look at the Automation Insights, and she does notice something odd. Her company recently rolled out Claude Cowork, and she noticed that a lot of these requests are getting actually sent to a human. Now, this is a huge problem because this is a major expense for her organization. These requests should be routed to an agent. So Maya now is like, great, I have to dig in. I have to go solve this problem. But guess what? The agent was ahead of her. The agent actually came up with the resolution, and now all Maya had to do was take a look, click into it, review it, and approve it. And that repetitive task was gone for good. So this is the story of Salesforce for Your Admins. We make it very easy to set it up. We make it very easy to configure. We allow you to observe what's going on, and it's going to continuously improve over time. And this is going to allow your admins to focus on what is most important to them. It's also going to hopefully give them a little bit of time back in their day so they can potentially make it to their kids' soccer game later that evening. So, hopefully, your admins are excited about what you see today. And RJ, I'm going to turn it back over to you to close us out.

Thanks, Jenna. And thanks to all our other speakers from sales, marketing, solution engineering. As you can see, we're really excited about IT&HR service here at Salesforce. So, remember Adam? Locked out, no help, stuck in a loop. That's the world that Page ends with fast resolutions. Remember your IT and HR teams solving the same issues over and over again? They get ahead with proactive assistance that solves problems before they become major escalations. And leaders, you saw it here. You saw IT compliance, Asset Management, Proactive Customer IT Operations, and the IT Skills Graph— all solutions built on the Salesforce platform that you already own. You can consolidate, cut the complexity, and reduce your cost. And admins, you don't have to spend months with an army of consultants to get it all set up. You can set up and go in a matter of a few weeks. Also, you can upgrade to every release. You don't have to skip a release or 2 because it's too time-consuming or too expensive. So remember where we started. More AI was not the answer. A better foundation is. And what we've shown you is what that foundation delivers. Employees get resolutions. Teams get ahead. Leaders get one platform, and admins get their time back. Now, you can— there are many ways to get started. You can go all in, and we'll bring over your service desk, your CMDB, your agents, all in one motion, or coexist. You can run Page on the ITSM you already have, no rip and replace. So there is no wrong door. You can get started, and we'll be right there with you. Okay, now the moment you've been waiting for. Please look under your seat for a golden ticket. I think there are 5 of them in the room. And if you're a Salesforce employee, if you find a golden ticket, please hand it over to a customer sitting next to you. If you have a ticket, please stand up And identify yourself, wave to the cameras which are back over there. All right, we have a winner. They are there, there are 5. So, all right. So if you have a golden ticket, congratulations, you've won a gift from Lovesac, one of our valued IT Service customers. And so please claim your prize to the left of the stage after this. Okay, where next? Go deeper. Go to our sessions, meet our team, get hands-on with what you just saw. We can't wait to see how you transform employee experience with IT and HR Service. Thank you.

Thank you.