Confident Teams from Uptime to Upsell | Field Service Keynote, Dreamforce 2025

Wow.

Thank you everyone. I'm so excited to be here. Welcome to the field service keynote. We're completely full. There's a line outside and the overflow room's also full. So just it shows a lot about how we're here. Thank you to all of you for making time. These are photos of ride alongs that we've done with your teams through this year. We're, we love innovating with you and building alongside you. Thank you for trusting us to power the most critical part of your organization, your field operations. All right, now, I know we're here to talk about AI, but AI isn't going to fix a hole in your roof, right? We know that it's still all about your people in field ops. But our people are frustrated. They're under a lot of pressure. They're managing lots of calls, they're juggling missed parts, they're having to problem solve on the fly. And some of them are out there on their own. You know, field operations and what mobile technicians say they still spend over a day, a week managing admin tasks and there's not enough skilled workers out there. So this isn't just happening on the front line, it's also happening in the back office. Our schedulers, our dispatchers, our asset managers, they're all struggling with this work. They're swamped. They're dealing with this influx of requests from customers they're trying to route as efficiently as possible. They want the data, the visibility so they can help those techs out in the field as fast as possible. The result is because they're now seeing burnout, delays and missed SLAs. It's not because they don't care, but it's because the systems and processes aren't built to scale to help them really resolve this. That's why we've been building with you. This is the AgentIQ platform for field operations. Everything from customer experience all the way through to operational excellence. And what we have really been doing here is infusing all of the Agent Force 360 platform across these pillars and we hear from you. Customer experience is all about how you engage with your customer. That's the communication channels, it's making sure that they have self service portals and also remote assistance so you don't have to roll a truck. Work and asset management is all about managing work orders, the crews, the customer assets out there and the equipment to make sure that all of that keeps on running. So scheduling and dispatch is where we look at the scheduling. A perfect workday, creating that efficiency in your organization, the schedule Tetris that we all know our schedulers do well, the mobile workforce pillar is really about thinking how we help our field workers out in the field with the tools that they need to keep that job done correctly the first time and every single time. And operational excellence. That's all about using the power of data, cloud and tableau to give you the insights to be as productive as possible in the field. All right, so it's been a crazy big year for us and all of these roadmap items have been powered by you, our customers across lots of different areas. We've been heavily investing in work and asset management. Our asset service lifecycle capabilities have really come from all of the conversations we've had with you. We've delivered true to the core features like time buffer, travel, time buffer and timesheets and scheduling and online forms and tap to pay to get the revenue out in the field. We've also been infusing this with AI across every pillar. I'm excited to show you what we've got cooking across the board. All right, now we cover a lot of industries and it's a privilege to really support all the mission critical industries. Telcos, energy manufacturing and other heavy service industries like healthcare and facilities management. We're really helping our customers across different segments and spectrum. So whether it's Siemens Health and ears creating 99% uptime of their radiology cancer radiology machines or Access Water, a pioneering small business, to be able to manage their water filtration systems and help them grow and attract talent across each of these industries. Our customers are also leveraging all different types of the full spectrum of field service jobs. Everything from break fix to routine maintenance. So Sensky lawn mowing for example, a customer here, inspections, estimates quoting and I love on site services as well. Amplifon are an organization using AgentForce today to help you schedule a meeting with an audiologist to install a hearing aid across their 10,000 clinics. This is the power that we have together where there needs to be an expert that you can now schedule someone on site. I have been talking a lot about customers. Would you like to hear from one? So please give a warm welcome to CIO of GE Wind at GE Venova's wind business, James Olander.

Well, good afternoon everyone. It's great to be here with you Texina. Thanks for having us.

Thanks James. Now G Venova and your wind business. I read that you have 120 gigawatts of capacity which I think powers 10 New York cities on renewable energy in one year. The wind blades are larger than a football field.

Yeah. So G.E. vernova, we spun off from General Electric in April of 2024. It's hard to believe it's only been a year or so, but we created an independent purpose built energy company whose mission is to electrify and decarbonize the world. And that's exactly what our wind team is doing today. As you said, We've got over 50,000 wind turbines installed in over 50 countries around the world. Over 26,000 of those are on field service agreements. And as you said, Texina over 120 gigawatts of power, which is roughly the equivalent of about 100 million homes. So it really matters to us, matters to our customers, matters to their customers, our. And so it's just one of the reasons we're so excited to be here is to really empower the world's best running fleet.

Yeah.

So how do we help you with that? Because we've been on this journey in a short, brief time actually.

Yeah, yeah. There's a lot of ways you've helped us with that, but two that come to mind. The first one is knowledge.

Right.

So, you know, we've got a simple framework we like to talk about, see, think and do. Maybe too simple, but the idea is you're gonna have a hard time, you know, if you can't see, you're gonna have a hard time planning what you gotta go do next. Right. And we just had too many disparate systems. This is a way to get all that information centralized and just serve the fleet and our customers more effectively. The second one is, I would say just fundamentally collaboration, really figuring out a way to leverage the breadth of the Salesforce platform and again, not only serve the fleet in closed loops within services, but close loops across the enterprise. Find ways to hook into. Maybe it's installation and commissioning teams. Maybe it's even closing the loop all the way back to our commercial and engineering teams, giving them fresh insight from the field so they can go take on their next best action.

Great. We are going to do something that I asked you to do and I was like, should we do this? Show people what you're actually doing and leveraging us for. Do you want to do that?

Happy to.

There we go.

All right, so this will be pretty rapid fire, so bear with me. This is a sandbox environment of ours and right off the bat we'll put the asset at the center of the conversation. And really, instead of multiple disparate systems with all of this data scattered across Multiple systems. You've now got it in a single pane of glass. So we have a view here of one of our particular units. You've got an as maintained bill of material. To understand what the overall product hierarchy looks like, we're pulling in remote monitoring and diagnostic data, telemetry data, whether it's SCADA insight, CMS data to look for any anomalies or look for vibrations in some of our critical components and other contextual elements. I think I heard the word context in the keynote this morning about six or seven times. That's exactly what this is about, is helping us understand how the unit's performing. Love the asset health score. There's a lot of data points. We pull in to have a single number to objectively measure that unit's performance. And where we need to focus is key. Love the timeline here as well. I think that this is really a medical record that any human would want to have so that we understand what that turbine has been through since it was born and where it's headed. Everything else below you've got all the things you'd expect to see in terms of other service appointments, maintenance plans and other pertinent documentation. We'll switch over to the dispatch console. This is, in short, the plan of the week, or in this case, the plan of the day for our field service technicians. And what I love about this view, while it may seem maybe simple to some, what's represented here is not only a contemporary view, but a lot of lean work. Multiple services teams in our organization were using many different kinds of tools. Whether it was operations, maintenance, maybe it's major component teams, blade teams, they've all got it in a single spot now to drive a more consistent, more focused approach to serve the customer and to serve our site. Love the piece at the bottom as well. Safety is paramount for us. We start work only when it's safe and we stop when it isn't. And this is just a simple example of a technician that maybe had a certification that had expired. And obviously we can't proceed with the work as scheduled. So we tap into Agent Force and we look for other technicians that might be available to get the job done. And so we've happened to found a couple, Mary and James, that can do the work. We automatically adjust the schedule and run the course and then. Excuse me. So maybe the last thing we'll show is the mobile experience. The job is hard enough for our field service technicians. They have a pretty tough job serving industrial equipment, but we've got to give them a more Contemporary, more intuitive experience in mobile. And what you have here is their plan for the day. Leveraging Agent Force for a pre work brief. You can see the kind of things we call out. What are some of the life saving rules that apply to this particular work scope? What are the weather conditions they need to be on alert for and what other parts and tools they may need, may need for the job. We also bring out the safety assessment as well. No matter how experienced they are, we want that to be a mindful moment for them to prepare and think through again, the steps, the steps they need to take to be safe. And again, here we have another Agent Force use case where we're tapping into our ERP to look for inventory levels. If there's perhaps a part that's missing for this job or a job that's coming up in the week, they can actually just reach out, procure the part right in their scope of work and their system of work.

Yeah, this is an example almost of like where you said to me, like, we want to do our parts agent and something that is like driving innovation for everybody here. James, like we've been on this, you've gone really quickly in your implementation. What are some lessons learned? What would you share with the audience here?

Yeah, there's a few. I would say data is probably a surprise to no one in this room. We all plan for it and yet somehow it's still never enough. Right. So whatever you're thinking, you might want to double it in terms of your resources and skills that you've got. Second one is lean. We've got a team, many here in the audience, that has a real sense of urgency and a bias for action, which is great, but we don't want to do that at the expense of standard work. To have a team, a cross functional group that's working to really lean out the process before we digitize it, I think has served us really well. Then the last thing I would say is progress over perfection. A little bit of a cliche, I suppose, but we really took an incremental approach to drive value as quickly as we could. We've got a long way to go. We're not done, but we love the progress that we've made and we're just getting started.

Thank you so much. This is so unique for you to be able to show your environment and walk us through how you use our platform. So thank you so much, James.

Happy to do it. On behalf of the team, round of applause.

Thank you so much. All right, and that was James's environment I want to work on right now. One of the chapters we're going to talk about here is around how you scale with confidence. And to do that, I want to show you some of the innovation. Please welcome our head of product, Chris Battles.

All right. Howdy, everybody. We've talked to countless field service leaders and what we always hear is the same thing. Teams are overwhelmed and you're always facing growing pains. That's why I'm excited to be here with our demo drivers, Ryan Force and Rafael Nobrega to share with you some exciting innovations to help you scale with confidence. Now, the first step in scaling with confidence is how you can seamlessly integrate AI agents with your human dispatchers to deliver a better customer experience and save your dispatchers that valuable time. Why is that important? It's because your dispatchers are spending up to 15 minutes to schedule a single appointment. And at scale, that's days or weeks of lost productivity to routine work every month. That is why we built Agent Force autonomous scheduling AI agents to give that time back to your dispatchers. Let's go see just one of these capabilities in action. We're going to start here in the dispatch console. This is the nerve center of your field operations where your dispatchers can see all the resources they have out in the field, what territories they're in, all the work that they're assigned. This is where they fight those fires every day to keep your operations running smoothly. And now with our Agent Force prompted outreach capability, when an issue arises, that dispatcher can simply task Agent Force to go handle it for them. Right here. You'll see the agent reaches out to the customer slowly but surely in their channel of choice and right at the top. This is important. You talked about context. The agent reaches out with all the context about why it needs to contact the customer. This builds trust with that customer and minimizes the back and forth so that they can get to a new appointment quickly. Now, what if it's more than one appointment? What if, say, a technician has an accident or they can't come into work and you need to reschedule multiple? No problem. With a simple query to AgentForce, AgentForce will reach out and start the rescheduling process with all those customers simultaneously. The result? Your dispatchers are now delighted because they can focus on higher value work. Okay, now who here is going to be worried about having tens or hundreds of agents out there interacting with their customers? Well, that's why we build AgentForce schedule monitoring. This is everything you need to keep track of what those agents are up to you can see live conversations that are going on, completed conversations and importantly escalated conversations in case you need to dip in to help unblock a customer and get that appointment scheduled. Everything. You need to have trust and confidence that those agents are doing what you need them to do and delivering impact. And it's not just reaching out. These agents work fully autonomously. They can handle inbound scheduling requests and they can even be proactive, reaching out for things like maintenance plans or triggered by telemetry on your assets. And the best part, this is all GA now. Okay. The second part about scaling with confidence is to be able to handle not just your human, but also your robotic workforce. And that's why we built our drone dispatch a single operational hub to merge that human and robotic workforce. Let's go see it in action. So you see here in Slack, an agent has identified an issue out in the field. Rather than having to send a really valuable technician just to investigate, we can trigger a drone to go inspect the site. Right here in Slack, you can see real time video from that site, including fun stuff like thermal scans and other things. When that drone comes back, AgentForce can analyze those images, assess what's happening on the site and create a work order automatically with the right skills and parts needed so you are sure that you send the right technician out and you don't waste that valuable time. Again, the result, fast response, real accurate data from the field. And you've ensured that that resource is only working on something that matters. Now, I know this may sound like science fiction and so please come by our campground to see it in action today. It's really pretty amazing. Okay, the last part about scaling with confidence is to have confidence that your systems will scale with you as you grow. That's why I'm so excited about dynamic scaling. Some amazing innovation that our engineering team did to push our optimization engine to the limits. You can now optimize 10 times larger optimization runs up to 50,000 service appointments in a single run. And why does this matter? This means you can optimize larger territories, longer time horizons and much larger resource pools. And why? Because you want to get the best possible schedule to deliver on your critical KPIs. And this, this is going to be delivered in February.

All right.

That is how you scale with confidence. Now to introduce how you work with confidence, please allow come up our head of product marketing, Allegra.

Hey, thank you, Chris. Your workforce is the heart of your field service organization. They're not only representing your brand out in the field, they're also your Biggest investment. A few weeks ago, a customer articulated this theme of work with confidence so well to me. He described that ideally, every job would be one and done. That mobile worker would have the right tools, the right parts, the right information to get that job done right that first time. And today, I'm excited to share with you three innovations that we're launching to help mobile workers show up with the right tools to do their best work. And thrilled to be joined by our demo drivers, Rafael, to walk us through this. Now, let's start with an area that we're actively investing in our mobile app integration. We don't want mobile workers spending time switching between systems, looking up map information or asset information. And so we've all been listening to you, and we're thrilled that we're now integrating GIS geographic information system data directly into our mobile app. So now within the mobile app, your team has access to this rich interactive map. We've now integrated S3's powerful mapping and spatial analytics technology right into the mobile app. So here we can actually check out right here at Moscone, which is covered in solar panels, we can now visualize the work that we need to do. And your team has access to these public and private layers. So, for example, we can check out traffic data, or we can even check out environmental data. And one area we particularly want to drill in deeper is the work that we need to do. So we can check out the work order status here we can see things like Asset Health Score. And this is where it gets really interesting because we're integrated with CRM data. You can even see things like warranty information. This is the power of Salesforce. You can also take quick actions like uploading an image or kicking off an inspection form. And we're actually going to come back to this form here in a little bit. Now, we recognize that this is something that you've all been asking for, and we're really thrilled because so many of your teams rely on visualization and spatial mapping to do their work. This is going to result in faster decisions and fewer errors out in the field. And thrilled to share that this is coming this spring. Now, I brought up forms earlier. How many of your mobile workers tell you that they love filling out forms? Right. So no mobile technician ever. Forms are slow, repetitive, not glove friendly. And the last thing a mobile worker wants to do after climbing up a tower or inspecting a roof is having to type in lengthy notes into a tablet. We've been investing in our form capabilities a lot over the years, including data capture and we're thrilled that we're now making this even easier with the power of voice. Now, rather than going field by field and needing to type field by field, I can just speak naturally and AI does the rest. Let me show you. I'm going to put my technician hat on and I'm going to inspect the roof. Let's see the roof condition is pretty good. Looks like the roof is made of metal. It did rain yesterday, so yeah, there's a good amount of ponding water present.

Hmm.

I can't see any structural damage. Site conditions are fair, but there's significant leaf and debris accumulation in all valleys. Hum. For action items, let's do an immediate scheduling of a professional full debris removal and let's also schedule a follow up inspection in six months. The inspection passed. As this is analyzing my voice, we can now see this in action, which is incredible that this form is now completed. Truly what just happened? Using the metadata of the form and the context of the job, we were able to intelligently fill out this entire form field by field check mark by check mark. From things like site conditions to action items. Note I did not have to say for location enter this or for parts used, enter this. This means less typing, less scrolling, fewer errors. Now let's take a moment. Because this is such a productivity gain for your business. Forms that used to take can now be completed in seconds rather than minutes. Now this is one of my favorite use cases of AI right now because we're really empowering those mobile workers with the right tools so that they can do their job more efficiently for so many industries to do that more safely, like our GIS integration. This also comes out this coming February. All right, last we're going to talk about a challenge. I truly hear from all of you, every single focus group that I'm in, I hear about connectivity. We recognize that connectivity is not guaranteed out in the field. And in fact we know that so many of you choose Salesforce because of our offline capability. Well, we're now taking that to the next level. Introducing performance priming. You can now Download up to 550,000 records to your device. Right? That's 5 times more data than ever before. And with our quick delta sync you can now prime even faster. This means that your mobile worker now has that data and the right information to get that job done that first time, be able to work with confidence that one and done that we talked about in the beginning. Now I think it's time to see this in action and see a real world example. I am thrilled that we have our customer Google Fiber here with us today to share how they're elevating their mobile workers out in the field. So please join me in welcoming Taxina back to stage as well as the VP of Engineering and technology of Google Fiber, Julio Alonso Lopez.

Thanks, Allegra. Julio, Hello Google Fiber. So you are renowned for the fastest Internet speeds in different states. 19 states I think it is already. And also your upload speeds, your download speeds, they're the same. But also I found that you're the number one in customer service in this category for the last three years. So tell us a little bit about your journey.

Our mission is very simple. We want to provide fast Internet that is reliable and a fair price. Of course, with that, as you can see, we have been recognized as the fastest ISP and three years in a row the number one in customer satisfaction. But that's just part of the journey. We are also graduating from Alphabet and as part of that we need to reinvent our whole IT stack. So in a sense we are chaining all our business, operational and also financial and supply chain systems. In a sense. Sometimes I feel that I have the best job in the world. I get to architect and deliver a new stack. Then I get told that it's only in two years and it changed my mind. James, don't laugh. But of course, as part of this process, what we are doing is actually going from a lot of proprietary technologies into a set of out of the box best in class technologies. Actually for our whole customer experience, we have selected Salesforce. That's definitely field service, communication, clouds, marketing, cloud. And we think that it's important to keep these ecosystems together in particular into a world where we go that data is going to be so critical. So we really believe in this.

Yeah.

And that has been a little bit of your journey. What was your field operations like before this?

So let me start by saying that we have a highly outsourced technician workforce and many times we didn't know what they were really doing. We were sending the wrong technicians to a particular job. Sometimes we're sending too many technicians to a particular job. Now, with the latest implementation of field service and the details that provides us, we can really understand what's going on in the field and definitely operationalize both in the local level as in the regional level. In fact, now we can see that we send the right technicians only the ones that are needed. And it's really that granular view what really makes a difference. When you start seeing repeat rates, track rolls, vendor trends, and you can act on it. So basically over the last couple of years we have actually reduced our cost per ticket 40% while we actually doing that. But increasing our time to repair, decreasing our time to repair and improving customer satisfaction. So we are extremely satisfied with it.

I mean it's incredible and I think it's also tells assessment of like service, cloud and field service and the entire customer record and experience all on one platform.

Yeah.

Do you want to show us?

Let me show you some of the new things we're trying to. So we already use the mobile app for field service as planning our day to day work. What we are experimenting now is the pre work brief. Let me start by saying that what you're going to see here actually uses Gemini Flask 2.5 as the LLM. Basically what it does goes through these work orders and selects key information obviously where the work needs to be done, but also what type of work. Something very important for our technicians. What has happened there before? What's the history? Has somebody gone to that customer three different times? And the fact that it's shown in a simple manner without going through different tags, they really like that. But the most important thing, what they like is actually this much less error prone because you don't have to go from multiple tools. So that's something I personally what I really like is not just a blanket LLM. It's actually highly customizable to our needs. The other thing also just a little bit about what we're doing with the fields operation suite in Google. We measure everything and now we're going into process of actually putting all our data in this full operation suite. As you can see we track a lot of different KPIs. Things like what's the meantime to repair, what's the basically acknowledgement time actually what is the cost that actually took a particular work order versus what was initially planned. So a lot of different set of metrics and KPIs. But what is really exciting about this, what is really exciting about this is actually agent force the ability to actually go and ask hey, which is the vendor that is driving my acknowledgement time or actually ask hey, can I see a trend on repair time per market basis? Being able this in a simple manner is extremely powerful. In fact we could get a lot of this data before but the fact that we can have it in one simple place and with very simple views is extremely powerful. Everybody can come here and customize their views. In fact what I do believe is that having this level of transparency across the organization is what really drives that Operational efficiency in the long run.

That's awesome, Leo. I guess for a lot of this that means less on your team's too in the technology front because they can self serve, ask questions and you're not building dashboards and reports each time for them as well.

Absolutely. Everybody can do it. And as I said, you know, it's so simple, you know that we really want this to be part of the day to day job of everybody.

That's incredible. Tell us obviously a transformation that you're going through right now. What tips do you have for the audience as you're going through this?

Yeah, there is a couple of things that we have learned. Number one, you need to organize your architecture around the ecosystems. And for us there is three that are very key. Number one is the customer, another one is the network, the third is finance and supply chain. And it's extremely important that you organize around that and actually try to integrate as much as possible in this world where the data is going to be so critical. It's important that through those ecosystems goes seamlessly and what you need to go across ecosystem, you only do it a few times. So that's one very quick lesson. The other one that we have learned is like every time you do a little bit of a transformation, there is obviously operational pressure and sometimes we are a little bit careful on the consequences of that operational pressure. What we have done here is go big and go bold from day one and we have got a lot of support from our C suite and we believe that at the end of this transformation we will have eliminated all our technical depth and actually I can be stand here and say, hey, by the end of next year we'll have the most advanced technology stack in the service provider industry.

That's incredible. Thank you so much. It's almost the opposite because James talked about taking it, you know, a bite at a time and you're going big and I think that that is actually a little bit of the distinction of customers can come at this in a different way.

I definitely believe that different customers have different needs, a different time.

So yeah, thank you so much. Please give him a warm round of applause. I really like that. I hope you guys really love that. We really taking our customers to show you how they're using our platform, it's so much more powerful. So I really appreciate that. Our next chapter is all about how you operate with confidence, looking at the analytics in your organization. With that, please welcome up one of our product leaders, Shilpa Ramaswamy.

Thank you, Taxina. So we heard Julio say how critical data is. So if you're somebody whose job it is to keep the entire operation running, it's really critical that you're no longer fighting a battle with your data. You can't afford to go look around for the right data and then figure out what you're going to do with it. That's why I'm so excited that we're launching the Field Service Operations Center. This is a single tool that sits on top of your field service data, and it gives you the exact focus and where you should be paying attention. And it also helps you figure out what actions to take. So Ryan is going to walk us through a demo, and we heard Julio say how Google Fiber is already using Field Service Intelligence and Operations Home to measure everything, which is fantastic. What we're looking at right now is the capacity Planning Dashboard. This is that view into your operations that tells you how to maximize the utilization of your resources. Here on the left, I'm going to get my left and my right. Wrong, because it's your left, my right. But on the left here, we see your workforce. It shows us the total capacity that they have to perform work, and it says how much remaining capacity they have after we've assigned them jobs. Now on the right, we see the total demand. This is your future. This is every customer demand coming your way in this given month. Now let's look at the health of your system. So let's dive deeper and look to see that supply and that demand right side by side. So looking at this, it looks pretty good, right? It looks like everything's good. We're all on track. But let's dive a little bit deeper. See that bar? That's going in the wrong direction. It's going down. That's not just a data point. That's actually this dashboard telling you that you should pay attention. It's nudging you to go. You have a capacity shortfall. I don't know what it is. They're really busy. It must be Dreamforce or something. I'm not sure what's happening in San Francisco, but normally I'd panic, but I'm not panicked this time because we're going to take action directly from here. See how I'm going to move resources from one one territory to another and balance that workload and make sure that I can meet that demand. We're going to be patient with Ryan. Ryan's a new Mac user, so he doesn't have his clicks down quite yet.

I love it.

We're jumping ahead a little bit.

As.

Ryan enters this information, which would normally be very easy for a Mac user. We see how easy it is for us to make that change and that we're not struggling right now in multiple systems. We just go ahead and very quickly move those resources and solve a problem that could have been really difficult, but we went and fixed it in a couple of minutes. Now, sometimes you really want to get to the root cause of a problem like this. We're going to go ahead and turn to AgentForce and we're going to click into the Agent Force icon and we're going to see how we can ask the operations agent a simple question. We're just going to find out, why do we have this spike in demand? We'll give him a second. I'm going to buy him a Mac for Christmas and make him practice on this. We're almost there, guys. What you're going to see is similar to what Julio showed us within the. We might need to refresh the browser, possibly to come back to this. But what we would have seen here is that Agent Force is going to just have a conversation with us.

Right.

Normally when you're trying to figure out why your capacity is low or your demand is high, it really requires having to dig through the data and go through multiple systems and figure this out. But because we've got Agent Force embedded directly into this experience, Experience within the Capacity Planning Dashboard, it really simplifies the whole thing.

Got it.

Yay.

We got it. We're back on track.

Woo.

Okay, so like I said, we're going to ask the operations agent simply what's driving the spike in demand. And what you're seeing here is that the agent is connecting the dots across the business and it's discovering that installations are actually up 70% week over week. Now, this is a fantastic data point because I know that when installations increase, so do my numbers of new happy customers. And they're fantastic candidates to upsell maintenance contracts. So I also see a really great recommendation from the operations agent. It says we should share this data with the marketing team. So, Ryan, let's go ahead and do that because I like that suggestion. The agent is pushing a message to our marketing team in Slack, where they work every day, and it's asking them, so we'll see the experience in Slack, and it's asking them to go kick off a marketing campaign. So it's saying, hey, guys, great upsell opportunity. Let's go ahead and kick off a promo and try to upsell more maintenance contracts. The thing I love about this is it's connecting the entire business and keeping them all in sync and it's converting every service visit to an upsell opportunity and it's helping you drive revenue from the field. So I absolutely love this integration end to end. What you just saw, everything that you just saw is part of the field service operations center. My favorite part about this is that that conversation, that data analysis became super conversational. It's as simple and as natural as just asking a question. And we can all ask questions, right? So that's what I love so about this experience. Now this simplicity doesn't need to just start when you've implemented the system and you're up and running. We believe this simplicity should start on day zero when you buy the product. Which is why I'm so excited to announce Salesforce Go for field service. For every single admin and partner in the room that's ever challenged us to make field service setup easier, faster and more intuitive. We heard you loud and clear and we're delivering, so let's watch. With a single click, we automate the foundational steps in field service. This is how we've eliminated 93% of the manual clicks. And that way we've gone ahead and made it far simpler for your teams to get up and running quicker. Now your team should customize on top of this, but this is their foundation built on implementation best practices. Now the simplicity doesn't just stop. It's not just a one time event. As your business grows, you can add features like data capture for your mobile teams. If you're an existing customer, there's something in it for you. Also, this is a great place for you to go and discover features that you may not have even known existing. So I love Salesforce Go and I'm so excited for everyone to start using it now. This is quite simply the quickest way we're mapping out that path for you to go from purchase to productivity. And I'm so thrilled and proud of my teams for taking on this challenge. So I'm really excited and I hope you guys feel the same. Taxina, back to you.

Okay.

I know every admin right now is going to be like, how do I act? All these features in my app, so how do they get started?

All right, so come find us in the campground. My teams are in the campground. We are excited for you to put us to the test. We'll show you how quickly you can start enabling these features that you've already purchased and have in your orgs.

That's awesome. Well, congratulations. Teams have been really Busy there. Okay. And just proof that these are all live demos. And so you guys are going through it all with us, which is awesome. I want to take a moment. Some of you know me have talk about, like, why I believe the workforce evolution of the future is because today we talked about humans. We talked about elevating our humans with agents. But we are in an era where robotics will work alongside us and our workforces are changing. In a world where there is limited scarcity of labor, many customers are already embarking on this journey. And so this is what our view and positioning is on this. Let's start by taking a look. I'm going to show you what I mean. Let's take a look at the console. So the console today, it's your human workforce, but you can also see your robotic workforce, all of your robotic fleet. Now, this is about the routine work that they may do, or also any scheduled work that they may have. Now what happens? Actually, I'm standing right here. It's a little warm now. I can actually contact on Slack, the facilities agent want to indicate that we should actually come and check out this inspection. Agent force is using that from within, powered within Slack to be able to trigger a routine. We've got a routine patrol that is happening off our COBALT robot and AgentForce is now triggering that robot to come and take a photo.

Let's see it happen.

Live demo, everyone off the WI fi, please. Okay, well, so Cobalt is going to come. Here we go. I'm standing in this. So the Cobalt robot is actually used in our environments in the Salesforce Tower today. And it is already. Oh, here we go. In the picture, this is AI at work. You're gonna see robots at work right here. As the robot takes pictures. Now, the reason why we're looking, we're demoing two different robots. The Cobalt robot could go over and look at offer routine patrol. The Spot robot, which is Boston Dynamics robot, may be going somewhere else. Like to look at the pressure and temperature gauge in a basement. It can run across different terrain. And what you just saw there, by the way, we've run this simulation hundreds of times and we didn't do that. But that's physical AI autonomously navigating between those. That was completely unplanned. But that is the power of state of the art physical intelligence that we are experiencing here. And we already took a photo on this. Let's flip to Slack because what we have done is we've taken a photo, right? The Cobalt robot has taken a photo. It's taken a thermal Image. And in fact, Spot also took a photo. I didn't get to pose in time for the gauge, but it's telling us that it's hot and it's actually, it's unsafe. So it recommends to us the next step, which is actually to have Spot go in and flip the circuit breaker just before our technician can come on site. Now this is. Oh, here we go. We're about to watch out for our technician here. The robot is actually looking at the actual gauge on the circuit breaker here and it's positioning itself. It's using AI to orchestrate where in the handle it needs to move. And in fact, right now, most of these robots two years ago didn't have this level of dexterity. They weren't able to maneuver. Sometimes they might miss it, they might crush it. But what you're able to see here is state of the art, being able to move and fix. Everyone can give it a clap.

Yay.

The problem. Obviously, we're going to have humans in the loop too, but this allows us to be able to navigate between a robotic workforce and our humans in a world that's more scarcity. I think you just saw the very first demo of Multi Robot Orchestration powered by Agent Clause and Field Service.

Thank you.

Exciting times. Now I want to close the loop because here is the work order, Right. And so why does this matter? In Salesforce, you could have created a work order to complete that inspection. You will have humans doing that, but in the future, also your robotic workforce, we saw that already happening with drones. It has and completed the work. It pre filled the description and the details. It summarized the work order. It had the images, the thermal images also completely there. That's what we mean when we are orchestrating work. Both your humans, your robots and your AI agents all working together. So that's the power.

All right.

Talk about some robots. Can someone check under their seats? We have a lucky winner somewhere. Where is that? Okay, congratulations. Okay, so congratulations. Lucky winner.

Thank you.

That is a drone from our partners at Skydio. So come and see us. So it's awesome. Congratulations. We have been talking a lot, right? And obviously this is a world that I believe is coming very soon with all of our robotic workforce. We are elevating humans to do the greatest work that they have. That's our dispatchers, our mobile technicians, and our supervisors out in the field. All of this powered by our AI agents and in the future, an extended robotic workforce. We have so much innovation, it was really hard to decide what features to share with you because there's so many more but three takeaways that I would say help you scale with confidence. Everybody should be doing autonomous scheduling. We want your mobile workers to work with confidence with the power of voice and we want you to operate with confidence using the power of data and our field service Operation center the party does not stop here. We have so many more sessions to go. I love that we're on the first day. Please do visit us in the campground to see all of these demos. There are so many sessions. Some of you in the room here have a pamphlet and leaflet of the sessions. 2 I'm going to call out I hear from customers all the time what does great look like? There's a good to great session. Our customers of IBM are going to walk through how they do their scheduling and optimization and how they manage the metrics of their business and then the field service roadmap session which has all of this juicy innovation all right here with that thank you so much and entertaining us with all of these demos. Have a great rest of Dreamforce. Sam.