Agentic Outcomes for Every Touchpoint | Service Keynote, Dreamforce 2026

Please welcome EVP in GM Agent Force and Service Cloud, Salesforce, Kishan Chetan.

Good afternoon, everybody. Good afternoon. All right. Today, you're going to see how you can transform your customer experience at every touchpoint. And we have some exciting innovation for you innovation that not just transforms and impacts service, but the entire customer journey. But first, thank you. A huge thank you to all of the Service Blazers and the Trailblazers in the room today. Dreamforce is truly a special event. It brings our entire community together, and each and every one of you inspires us, motivates us, but most importantly, help us learn more.

Thank you.

And everything that you see here today started with something that we learned from you. Let me first start with a question. Who do we think owns the customer? The marketing teams think they own the prospect. The sales teams think they own the buyer. And the service teams think they own the customer relationship. But the simple reality is the customer does not see your departments, your org chart. They see one company and they expect a connected customer relationship. That's what they really want. Last year, I stood on this stage, I spoke about how our customers have become more demanding than ever, and that's even more true today. Customers want service on their terms. They move across channels. They want service throughout the entire journey. Whether that's before purchase, during purchase, or well after purchase. And they don't know about your teams or your departments. They want a connected customer experience. And as service leaders, you all have invested in this. You've added agentic self-service, you've added channels. And as the roles of your service reps evolved, where they're responsible for driving growth and revenue, You've added AI in the flow of work, and there are clear benefits from all of these investments. Customers are seeing greater productivity, lower costs, and this is across the entire customer journey. And even with all of these benefits, more of you are continuing to invest in AI. In fact, the majority of you will invest in more in AI over the next 2 years. But even with all of these investments, the customer experience is still disconnected. And why do we think that is? That's because the investments were made in silos by department. That means a separate solution or agentic platform for service versus sales or marketing. It means a different set of tools for your customer-facing agents versus employee-facing agents and AI. Simply put, siloed experiences lead to siloed— siloed tools lead to siloed experiences. That's how it works out. And you know who faces the impact? The customers face the impact. They have— they repeat themselves. They have different experiences, and the context is lost. So how can you go address this? And address this in a quick way. 4 key steps. First, start with an out-of-the-box prebuilt agent and workflow that seamlessly work together. Share the context across your human agents and service reps. Deliver your service across all channels, including voice. And finally, build it on a platform that's easy to set up, manage, Govern all in one place. Let's take a look. That was fantastic. What you saw was not just an evolution of service, it's a transformation of service. With Service Cloud, Casey, the help agent, autonomously resolves most of the customer issues. And when something needs the human empathy and the human judgment, it's seamlessly transferred to the service rep with the full context. And with Service Rep Assistant, every service rep is an expert, so they can focus their energies on building relationships and driving growth. With our agentic contact center, we deliver service across all channels, including voice, natively on our platform. And we have deep integrations with over 20 CCaaS partners which means you can deliver a connected service and a connected experience across your entire ecosystem. So we've not only transformed customer service, but also field service and IT and HR service all on one platform. So with Service Cloud, service is not just a department. It's everywhere in every single function. And I'm super excited that Fin is now part of Salesforce. Fin is a leading customer service company with a strong heritage in small and medium businesses. And Fin, the agent, is a key part of Agentforce. You saw that from Mark and Patrick in the keynote yesterday. That's what Service Cloud does— delivers a connected customer experience. So let's dig a little deeper into it. Let's dig a little deeper into how Service Cloud delivers this connected customer experience. across your entire journey, how your customers get 24/7 resolutions, how you can empower your service reps to make a higher impact, how your sales leaders can optimize performance, and how your admins can accelerate time to market with AI Force. Let's first start with how your customers can get 24/7 resolutions. And to show us this, I'd like to welcome Annie Weinberger, CMO of Service. Annie, welcome.

Thank you, Kishan. All right. We've all seen what happens when an AI agent misses the mark, especially on the one thing that matters most, accuracy. Now, this isn't because the AI lacks intelligence. It's because the AI agent is flying blind. And this leaves so many companies in pilot purgatory, just deploying isolated agents operating in a vacuum and completely completely disconnected from your company context and business processes. Here's the reality. Without context, an AI agent can't solve a customer problem. It can just make a polite guess. To truly automate customer service, your AI agents need to be directly connected to your company context, anchored on your business logic, and unified across all channels. That's how we get from just generating conversations to actually driving resolutions. And that's why I am so excited to introduce you to Casey, your help agent. Now, this is not just another AI agent. This is an out-of-the-box Agentforce agent that is purpose-built for customer service. It is built and engineered on years of learning from our customers and our own experience on help.salesforce.com. Now, out of the gate, Casey is ready to get to work. The critical actions you need, from updating an account to seamlessly handing off to a service rep, are all built in. Casey works because it's easy to connect directly to your customer context, And it runs on your existing workflows. It's easy to scale because it's optimized for voice, and it works seamlessly across all channels. But best of all, Casey is easy to adapt and optimize because it's continuously learning not just from its own interactions, but from the conversations that your service reps are having in the contact center. So this means that your customers are getting a smarter agent every time they use it. Now, we have tons of customers using it today. I think you saw Adecco in Mark's keynote using Casey on Voice, and I'd like to share a few other examples with you. So first up is Marriott. So Marriott Bonvoy Elite members can log into the Bonvoy Help Portal and get personalized help for all their travel needs. They can click to take quick actions like checking their points balance, Or their checkout time. And because it's built on Casey, they can interact with it conversationally and get help, whether they're looking for a unique hotel experience or they need help in the middle of a trip or support when they get home. They're going to get a highly personalized, relevant experience that they can trust. Next up, McAfee. So McAfee's help agent is also powered by Casey. Let's see if I'm having problems downloading a presentation because my VPN is blocking it. I could go to the internet, search a bunch of articles, hope they're up to date, or I can just chat with a McAfee help agent. It's going to recognize that I'm on a macOS, verify it, And give me a full list of instructions on how to solve my problem. It will even include a graphic so I know exactly what I should be looking for when I'm on my screen. So McAfee, Marriott, Adecco, thousands of other customers are using Casey today to drive resolutions and improve customer experience. And now I want to show you how easy it is to set up your own Casey help agent. Let's go to a demo. So, we're going to start here in our brand new quick start setup. As we know, agents are only useful if they're accurate. So, we made it really easy to connect to your actual customer data. You simply click to add your Salesforce knowledge, or you can drag and drop knowledge articles, PDFs, add URLs, any structured or unstructured content, no preprocessing. Next, you got to meet your customers where they are. So you can add Casey to any channel, including voice, just by attaching a phone number. So that's it. Casey is ready and set up and ready to be deployed for your customers. But let's test it out. We can do that directly in Casey. I'm calling him now.

Hi, Casey.

Hi, I bought a jacket about 3 weeks ago. I don't have the receipt. Can I still return it?

Yes, you can still return your jacket even without the receipt. You have 30 days from the date of purchase to return the item, and no proof of purchase is needed. Just make sure the jacket is unworn, unwashed, and has the tag still attached. Bring it to any of our store locations and we can usually help you with your return.

Oh, actually, this was a gift for my daughter. Can she return it to a store in Canada?

Yes, your daughter can return the jacket to any of our store locations in Canada. She does not need the receipt, but the jacket must be unworn, unwashed, and have the tags attached.

All right, thanks, Casey. As you can see, Casey was able to reason through the company policy, handle the gift scenario I threw at it, and give the right answer. Multiply this across thousands of conversations, And you've got some real cost savings and happier customers. But let's take a step back. How do you ensure that you have the same level of oversight of your AI agents that you do of your service reps? In Casey, our rich analytics dashboard is going to give me a full view of what's working and what's not. I see here that escalations are up. So that's a big red flag. I need to dig in. But instead of doing that manually, I'm going to ask our soon-to-be-launched agent Optimizer just to do it for me. Here's what Optimizer is in one line. This is an agent improving your agent. Optimizer is going to conversationally ask me what channels I want to improve, what data I want to analyze, and how far back to look. And then it runs. It's going to go out and scan thousands of conversations, and it's going to surface my top contact reasons and then rank them by volume and my automation potential. So it's saying here that my best bet for improvement is around promotions. I'm getting a lot of escalations around those. So I just select it, and it will go out and grab my existing flows and my existing Apex classes And then wrap them into agent-ready actions automatically. So now Casey can handle retroactive discounts and offer new promotions. Let's test it out. We'll do this time in the Agentic portal. I just asked Casey, can I get a discount on this new product I bought last week? And watch this. Eligibility checked, credit issued, finance notified. Casey was able to handle that end to end, and there was no sprint, no developer. We just got a smarter agent. So that's Casey, fully grounded in your company context, pre-wired with the actions you need to solve customer problems, optimizing really, really easily, and operating everywhere your customers are. We've got voice, chat, WhatsApp, and the new Agentic portal. But we knew that these new innovations were just half the equation. We heard from a lot of you. We understood the mission, and we launched outcome-based pricing. So with Casey, you can now pay per resolution. This means no more managing multiple meters and metrics, no more guessing at adoption. You only pay when works. And included in that price, you get unlimited Data 360 queries and unlimited agent force actions. All the context, all the capabilities, no hidden meters. Come on. All right. Now, Casey is not just an amazing AI agent for your customers. It is the ultimate teammate for your service reps. And service reps today are more impactful than they ever have been before. So to hear what happens when the customer does need that human touch, I want to introduce my friend Kate Ricardel, Senior Vice President of Solutions. Kate.

Thanks, Annie. Let's talk about the real heart of service, your people. I have a soft spot for service reps because that's how I started my journey a really long time ago. With AI handling more work, your reps can focus where empathy and judgment matter most, just like Kishan told us. And they hold your customer relationships, so they're uniquely positioned to drive loyalty and growth. One customer who's reimagining care with Service Cloud is CVS Caremark. With Service Cloud, they can respond quickly, and they quadrupled the success of their self-service. To tell us more, I'm thrilled to welcome my boss, Connor Marsden, President of Sales, and Brian Calderwood from CVS Caremark.

All right.

Good afternoon, Dreamforce. So excited to be up here with CVS Caremark. Hey, Brian, good to see you.

It's good to see you too. Thanks for having us.

All right, so CVS Caremark, phenomenal organization. You guys are using this across Service Cloud and Agentforce. And so tell the journey that you've been on for how you're using agents to drive, you know, transactional and routine requests, but then also more complex cases as you're engaging with customers today.

Yeah, so our purpose is to simplify healthcare. And what we're doing with Agentforce and Service Cloud is just that. We want to create seamless, efficient, effective experiences. And with Agentforce, what we're trying to do is simplify and create self-service opportunities where they can do refills, order status, drug prices. And those simple engagements, it's kind of like just let them go through and handle that and let the agentic solutions handle that. And then the more complex stuff where someone may have a new disease state or is concerned about, you know, their current disease and they want to talk to someone and have a more empathetic experience. We transfer those over to our human agents, and they use Service Cloud to be able to support and answer all those members with Agentforce now attached for— we call it Maya for our assistant— to help support the deeper knowledge they have to gain to answer their questions.

That's great. So you're not just agentifying the front-end journey for the customers, you're actually, for your core reps, You're using Agentforce to help guide them in the conversations when people are in a pretty sensitive state, like dealing with a new disease, new drugs, and really looking for guidance from the core rep.

Yeah, it's difficult for people who sometimes just get newly diagnosed. And we don't want our agents navigating through screens and screens of data and making it very transactional. We want them to have an empathetic ear, kind of get into the underlying question of what they're really calling for. It's not so much that they want to deal with trying to figure out what a price of a drug is, if there's a lower-cost alternative. They want to stay healthy. And so we really geared the technology to try to support the agents to be able to get that information very easily so that they can support the customer and the member at the end of the day.

And what's the reaction that you get from your core contact center agents as they're using AI to help guide customers down this sensitive journey? How are they responding?

They love it. You know, we're getting a lot of good feedback around how they're excited about how easy Maya is to use, how intuitive it is. They just type in, I would like the price of a drug for Dexilant, and it returns the price, returns all the plan information. They don't have to go hunt and peck for it in different systems anymore like they used to. And they can really focus again on supporting those members, which is our goal at the end of the day.

Yeah, to navigate the complexity of the plans and really help put them on the right path so they feel like they have a trusted partner in Caremark. Because you guys are on an interesting journey where you're trying to have your reps, and you're using AI on the front end to help you know, take care of the transactional stuff, but you really have this vision of creating relationships with your patients and lifelong partnerships. How is this really going to help Caremark differentiate from the other providers in the market?

Well, look, the technology is great as it is, but I'm super excited about how AI is allowing us to really radically change that. And we're using the technology to change our transactional-based agents to really relationship managers. And if we think about the future, we're starting to work with Service Cloud and Agentforce and connect it to our CCaaS provider so it can real-time actively listen to the call. And I think it was Patrick yesterday at the keynote that showed the dashboard on his sales thing.

Right.

And how, you know, those screens are becoming more dynamic. Our vision is to do something similar where the agents are now trained not on the screen, not on our system and the different flows they have to go through, But they're trained on how to support and become advocates for health for the members. And the system will proactively listen to the call, and it will feed the information up and dynamically create screens based on the type of calls that are taking place. And so we're starting to pilot and test that with you guys, and we're looking forward to seeing that really scale out and really lead us to our purpose of simplifying healthcare.

So you're simplifying it on the front end, and then you're using that streamed data So people don't have to find information. They can just really focus on the member. They can really focus on the customer. That's absolutely phenomenal, Brian. Thank you so much for all the transformation you're driving at CVS Caremark. And everyone can go and experience the agent. This is live in motion today. Thank you so much. You're doing a tremendous job making an impact, Brian.

Thank you.

Appreciate it.

Thanks, Connor. And thanks, Brian, for being with us and sharing that great story. Okay. As Annie showed us, AI is building stronger and stronger AI agents every day, which means your rep's job is getting more and more complex every day because they're out there doing things like solving all the problems that haven't been solved yet. So let's make sure that they're working on the right things at the right time with your AI agents. Let's go look at it live. This is the all-new Service Rep Agentic Console. Its goal is to give your reps everything they need in one experience. You can see Service Cloud has prioritized work for us, and it's looking at things like customer lifetime value, retention risk. So the most important work is what rises to the top, not just the oldest. And it's not just the reps. And this console was built with AI in mind from day one. And that's important because sometimes it's AI that needs help from your reps. Let me show you what I mean. We're going to go available in omnichannel, just like you've seen us do in the past, and work is going to start to flow in. There's a new type of work and it's called agent approvals. This is when your AI needs human authorization in order to move forward. In our example, Casey hit a policy boundary and it needs the rep to approve before it can finish this step. Our rep has everything they need to review, decide, and approve right in console. This is not a handoff. Casey solves what it can. surfaces what it needs, and the rep can help seamlessly. Now let's take a look at the same rep getting a live escalation, an actual handoff from a voice agent. Service Cloud is going to populate everything we need— an AI conversation summary, the order history, and all the details of the interaction From the time it started until the time it transferred. This is important because you don't want any of those questions being asked of the customer that they've already provided to you. So our customer's a high-value customer. They placed an order for a trip. Their item isn't gonna get there in time. They don't wanna pay for expedited shipping, and they are frustrated. Your rep has everything they need to solve this problem. Service replies to get the conversation going quickly, the information about the customer location mapped to store inventory, and tools to take action. The item is in stock nearby, so the rep can put it on hold for in-store pickup. The customer's gonna get their item ahead of schedule. The fee dispute goes away, and the issue is resolved. Now, our rep is prompted to educate the customer about the store card. The store card would give this customer expedited shipping on every order. So, it's a win-win. The company gets a more loyal customer. The customer gets rewarded for their loyalty. Now, Service Cloud is going to summarize everything in the entire conversation, close the case, The rep doesn't have to have any manual steps, so they're back in queue in seconds. Whether they're unsticking an AI agent, getting a live call, getting an escalation from an agent, or deepening the relationship, it's one experience for your service reps. Imagine that across your entire organization globally. That's Service Cloud— humans and AI working together. Okay, now that our reps are empowered and Casey's doing everything that it can, let's make sure that your service leaders have what they need in order to operationalize all of this at scale. For that, I'm excited to welcome Juana Lungu, Senior Director of Product Management, to tell us more.

Thanks, Kate. Service leaders are now accountable for a true hybrid workforce of human reps and AI agents. They must ensure performance and quality across every customer interaction. But service leaders are finding that visibility is scattered across siloed reports that reflect human and agentic performance separately. A leader I was talking to the other day shared that they had to inspect multiple reports and dashboards to even piece together what their humans and reps were working on. Service leaders don't need any more dashboards. They need to be able to see their entire workforce in one place and flex it in real time. Now, one customer who's doing just this is Canada Goose. Canada Goose used to fully staff its contact center year-round. This created cost inefficiencies in the slow months and strain during peak season. But with Agentforce, their leaders are able to create scale without overstaffing because now anytime there's a case influx, their leaders can spin up additional AI agents with a click of a button. And once those agents are deployed and actively doing work, Their leaders have real-time visibility inside of the Service Command Center. You know, before joining Salesforce, I too was a customer, and one of my favorite things about Dreamforce was listening to trailblazers like Canada Goose share their journey and impact. I am so thrilled to welcome to the stage Connor— welcome back— and Dennis Lute, Global Head of Customer Experience and Revenue.

Welcome.

All right.

Quick wardrobe change, new jacket. Canada Goose, one of my favorites.

I can show it.

And so I think I bought my first Canada Goose at a pop-up shop in Tyson's Corner, and I've been loving the brand ever since. But Canada Goose is really a true luxury brand. And so when people call in, they're not talking to a contact center rep, they're talking to a stylist. And so how do you maintain that balance between a luxury brand and high-touch approach with agents for both your reps and the experience you're creating externally?

Well, Conor started with a simple premise that AI was going to elevate the human up the value chain, right, and not remove it from the value chain. So our style experts, they are the core of the customer experience at Canada Goose. They know the product, they know the brand, and they also truly understand how to connect with individuals in personalized experiences. But of course, during peak season, a third of our volume is routine volume. It's volume that deals with order status, warranty status, and simple FAQs. This is where the agents shine.

Yeah.

And they can take care of that friction so that our style experts can really focus on the human experience. They can focus on that intent, that intent that's product-related and purchase-related. And that's where we started our journey. We focused on that customer intent and we worked backward. to see if we can create capacity and then reinvest that capacity back into meaningful relationships.

Yeah, because a stylist, a style expert throughout the year, like they're working with their customers, then all of a sudden this overload of demand comes in and you can't trail up. You can't train up a style expert overnight. It takes time to do that work.

That was the old operating model. You would forecast and you would throw bodies at it. And now that operating model has changed. That's what's happened here. We haven't just deployed technology. We've changed the operating model. So now our supervisors are looking at things totally differently. They're actually taking a look at what friction can we remove, what is the intent or the opportunity. And of course, we want to make sure that we are guardrailing and preserving the experiences that we want to be personalized. And then that time and capacity that we're saving with the agents, That reinvestment is just allowing us to not worry about handle times, not throw the bodies we used to throw in place, and instead see results like increased CSAT, increased sales conversion, and customer lifetime value.

So when the holiday peak season comes, you really need those supervisors to lean in. You really need them to understand what the agents are doing. You need to have them to understand what the customer needs are. What was that experience in getting supervisors to really be part of the value chain and really helping to guide the agents into what they're going to do best versus what the style experts can do?

It's critical. So they are monitoring almost real time. And what they are doing is being able to adjust accordingly to ensure that we are preserving the experience. That's paramount. In luxury, I think that time that we are offering and the trust is something that is expected. And they are there and able to ensure that if there is that gap that's occurring, they can make real-time changes and adjust so that we're protecting the customer's data, the customer's interests, we're governing properly and building an experience that is exceptional and luxury and what's expected of Canada Goose.

Yeah. So the supervisors are really focusing on being those style experts and they're guiding the cut, they're guiding their agents through the process. But they're helping make your AI better. So the humans are making AI better and it becomes a whole virtuous cycle.

Yes.

Phenomenal. Thank you so much. Canada Goose, great brand. Holidays right around the corner. Let's all go pick up a Canada Goose jacket. Thank you all so much.

Thanks, Conor and Dennis. Now we want to make it easier for all of our customers to have that same unified view across their entire workforce, just like Canada Goose. And that's why we're launching new hybrid workforce management capabilities for your contact center so that every one of your leaders can track performance, staffing, and coaching across all their human and AI agents. And now Agentforce automatically scores and coaches every customer interaction. So that your teams get better together. Your AI agents learn from your best reps, and your best reps get even sharper. Let's take a look. Let's start where a service leader lives every day, the service command center. Here, leaders have real-time visibility into every aspect of their contact center operations. They can see real-time metrics, and conversations that are happening in the moment with humans and AI agents. And they can even see sentiment for each of those conversations. And if something catches their eye, a leader can click in and monitor the conversation as it's happening. But I want to take a moment because this right here is massive. This is AI agents and human service reps working together. And we are the only platform that's doing this. Now, here's another thing. Here's another thing that service leaders have never had before. A live intraday view of your entire workforce. Every team, every territory, what activity they're in, And whether they're in adherence right now. And if things shift midday, which they often do, Agentforce can optimize those activities on the fly. Now, knowing what's happening in the moment is just half the picture. The other half is making sure you've got the right people in the right place before the day even starts. Now, for most of us, creating a workforce plan is a daunting task. It takes too long. And it's fraught with guesswork. As a matter of fact, service leaders used to spend an average of 10 hours each week on this very needed but very manual task until now. Because now a service leader can ask Agentforce to create a workforce plan in plain language. Agentforce starts with your historical demand data. This is data that's already native inside of your Service Cloud. And it's the data that's powering your contact center. Agentforce creates the forecast. This is your projected volume by queue, by channel, and even surfaces anomalies. Next, Agentforce creates a capacity plan, but it's not just for your human reps. It's also for your AI agents. So what's left? Agentforce creates the shifts and schedules them. And that's it. We're done. It's that easy. Now you've got a fully staffed plan that's published across every location and was built entirely from your data. What used to take a service leader days of manual work, we just did it in seconds. This is Service Cloud. The only platform that allows you to manage a true hybrid workforce end-to-end. Real-time monitoring, live intraday management, and now agentic forecasting, capacity planning, and scheduling. All native, all connected. No separate workforce management tool required. Now, we've seen how reps are empowered and leaders have holistic visibility. But all of this requires a foundation, a platform that orchestrates humans and AI, manages smooth handoffs, and ensures every interaction is trusted and governed. Now, I'm so excited to welcome to the stage our SVP of Product, Prasad Rajeh, to talk to us about accelerating admin setup. Welcome, Prasad.

Thank you, Juana. I am delighted to talk about our admins and what we're building for them. Our admins are the backbone of every service deployment. They are the ones that bring your service operations to life. But their job doesn't end at go-live. Business requirements change. We guys deliver new features all the time. So they have to run around and implement those new features, but they have to do it with speed, with adaptability, but also deliver robustness and security. So that's a tough job. So what have we done for them? What we have done, number one, is made our traditional in-app setup much easier to perform. You saw Annie deliver how quickly she set up Casey, the help agent. We've also made our agentic contact center incredibly easy to set up. With easy-to-set-up phone numbers in minutes. But the exciting new thing I want to talk to you about, and this is what Mark referenced yesterday, is AI Force. With AI Force, we are transforming setup into a headless experience that is completely going to change the game. We are completely going to make it conversational and in the hands of the admins, to help them deliver those setups and those changes to setups faster than ever before. And the same capability in the hands of our partners is tremendously powerful. Why? Because they can bring their industry expertise, their intimate familiarity with your business, combine that together to deliver those business outcomes faster than ever before. So what have we done exactly? What we have done is we have taken our existing traditional setup, which frankly does— requires a bunch of work. You have to find out the dependencies. You have to do the prerequisites. You have to go to a bunch of different screens. You have to do a bunch of manual work. We have converted all that into a set of instructions inside a skill file. And in addition to those instructions, we have added the actual metadata API calls So that this whole package in the hands of a competent AI agent like Cloud Code can really transform that setup into a conversational experience. Let me show that in action. Let's take a look. So this is Jamie Torres, and she's a new admin for Service Cloud. She hasn't done a lot of deployments in her past. She doesn't know what she doesn't know, but no problem. She simply starts with a business description of what she would like to achieve. And the skill now is configured to guide her through a series of questions. So that series of questions will elicit, for example, okay, what channels do you wanna set up your reps on? How should you organize your queues? And if you organize your queues, would you like to track average handle time so you can know whether your cases are being handled in a certain amount of time or not? And so she does all that conversationally. And then the skill proceeds to ask her for the simple remaining information. The remaining information has to do with simple business specifics in this example, like her phone number, the support email. And once she provides that, she gets the whole deployment started. Now Claude and the skill go to work and they're gonna go through all those sequence of steps that would otherwise be done manually. Meanwhile, Jamie can go off and get a cup of coffee, but actually she's gonna spend her time focusing on her business needs so that the next change that comes along can be put into context, and that context can be brought into the change she has to make the next time around. Now, this same capability in the hands of our partners, for example, is powerful because they can bring their skills of their industry expertise or their business knowledge couple that together with the deployment details, and deliver a faster outcome for their customer. So there, the setup is ready. The manifest file is ready. She has to just publish that off to her sandbox. She goes to her sandbox, checks that everything looks good. And once she's done that, she can go to her business leader and say, hey, I'm ready to go. And she looks like a champ. Talking of champs, I wanna talk about our Trailblazers. Our Trailblazers are the 2 champions and our very own Service Blazers. You heard Mark talk about Steve yesterday and our phenomenal community of 23 million Trailblazers and our own Service Blazers. We're so proud of them. They really come together. They learn from each other. They enhance each other's careers. They help each other out. And that's the tremendous value that they bring to our, our own product because they teach us what we should be building next. And who better to represent that service provider community than Sean Lewis? Sean is Partner Alliance Executive at Vonage. Welcome, Sean. Sean, you got your education started on Trailhead many, many years ago, then you did something very interesting. You went on to found the Service Blazer User Group. Tell us about that journey and tell us what is it that the community taught you that otherwise wasn't possible?

I think what I've seen from the community is the source of the empathy that's been mentioned so many times. It's hard to find a Service Blazer who didn't spend time as a service rep doing the work to help customers. I would imagine the people in this room, you'd see the same background and experience. When you have the chance to help people, that's what you really see is the common trait amongst the best service reps is the willingness and the deep satisfaction of helping people. That community that we've been able to build is a great opportunity to come learn, show up, be ready to help, because that's the other part of it is when you need help, this community is going to show up for you. So the empathy, that's available and the experience that you bring from working with customers when you have a chance to come build these systems. There's a lot of technology, a lot of learning that all comes into play, but really at its core, the source of that empathy, and when you build that in correctly, that's where you start to see the best systems and the best experiences coming out of this. Whatever your company sells, Does not matter. Your customer experience is your product. And that's where the big chance to deliver that outcome really comes from.

You're talking about empathy. And Dennis said exactly that earlier. That's fantastic. So for our new Service Blazers who are out there starting their careers in this age of uncertainty and AI and all that stuff, what is one piece of advice you would give them today?

I'll offer 2. One is show up ready to help because when you need help, this community will be there for you. I spent 12 years as a service rep. I have a degree in glassblowing, and I'm not here because I did everything myself. There's a lot of people who helped along the way. Second thing is don't ask for permission. Don't ask for an invitation. It's up to all of you to learn what you need to. It's up to all of you to solve problems, make mistakes, get better, and really be able to demonstrate the value that you bring to your organization. That's the number one thing is your experience and your ability to build these systems to help customers is the thing that I really am so happy. The reason I started the user group was to make sure that other people had the same opportunity that I did to learn this platform and to see the benefits for themselves and their families and really make sure that there's a path forward for service reps.

You're a true example for our community, Sean. Thank you so much. Thank you for being here. Thank you for everything you do.

Thank you very much.

Really, really appreciate it. Thank you. Thank you very much.

Thanks.

But hey, hold on, hold on, hold on, Sean. Hold on a second. I have a surprise for you.

All right. Thank you, Sean. At Salesforce, we award the Golden Hoodie to individuals who embody community and impact. Sean, you've shown all of that and more. You're a huge champion for all of your peers on the front line and all of their customers. Thank you and congratulations. You are our newest Golden Hoodie Service Blazer. Congratulations, Sean. There you go.

That's awesome.

Thank you for everything.

Of course.

Thank you.

Fantastic. Sean, thanks for everything that you do, and look forward to more of that. Look forward to more of that. But wait, guys, Sean's not the only winner. Check under your seat if you have a golden ticket. You're also a winner. You won a gift card from Canada Goose. All right? Well, I see a few winners there. So at the end of the session, let's just head out towards that corner there, and she'll get you squared away. So thank you. With that, what you saw, how Service Cloud impacts the entire customer journey and enables you to deliver a connected customer experience. It impacts everybody, your customers, your service reps, your service leaders, and your admins. And a huge thank you to all of the presenters and our partners, Brian from CVS Health and Dennis from Canada Goose. Thank you so much. But what you heard from— thank you. And what you heard from them is how they're bringing agents and humans together and how that empathy really matters. And that's something that's really crucial. You heard that from Sean as well. And that's what customers are doing with Service Cloud. And they're seeing clear benefits— a 33% improvement in customer satisfaction and a 28% reduction in cost. That's the power of Service Cloud. So thank you to everybody for being our partners in this journey, and Salesforce is with you every step of the way. And listen, if you want to know more about all of the innovation that you saw today, go to our sessions, go to our campground, go to our lodge. And in fact, if you go to our learning lab, You can leave with a working Casey agent in less than 30 minutes. Finally, join the ServiceBlazer community that Sean started. It's a great way for you to network with your peers and be on top of the latest and greatest. Thank you, and have a great rest of Dreamforce. Thank you. Thank you.