Dreamforce stands as Salesforce’s premier event, delivering a memorable experience. With eye-opening keynote talks and hands-on demos that tackle tough challenges, it catered to diverse interests.

The annual Dreamforce conference by Salesforce occurred from September 12–14, 2023. It boasted over 1,500 sessions, attracted 40,000 in-person attendees, and drew a global online viewership in the millions, distinguishing itself as the year’s largest AI gathering.

Image Source: Salesforce.com: Dreamforce is a place of discovery. Come see the future.

Here comes the low-key fact of the year — AI was the event’s superstar. Whether crafting on-point sales emails or foreseeing customer service snags for key clients, Salesforce’s generative AI proved it’s ready to boost every business facet.

The IT industry must adapt because it is situated at the intersection of growing technology, changing financial environments, and societal changes. Business requirements regularly change as a result of the increasing speed of technological progress. The customer feels change at the same time, frequently impacted by cultural changes and financial elements. Therefore, the IT sector not only has the choice to adapt but also has a strong need to do so in order to stay up with these complex changes.

Image Source: Salesforce Research Report: 3rd Edition State of IT Report

According to the Salesforce AI Research: “80% of service decision-makers believe AI is most effective when deployed with – rather than in place of – humans.”

AI-related Changes in Salesforce CRM

Einstein 1 Platform 

Salesforce’s new Einstein 1 platform is a big step in adding Salesforce AI tools to customer management. Built on Salesforce’s metadata, it’s designed for anyone using Salesforce to bring smart automation into their work.

Image Source: Forbes, Salesforce Leans On Enterprise Data With The Einstein 1 AI Platform

Companies now have another option for eliminating data barriers thanks to the direct integration of Data Cloud with the Einstein 1 platform. It allows the creation of complete, unified customer profiles and sets up the platform for unique CRM experiences.

Details: The Einstein 1 Platform can now support a wide range of metadata-rich objects per client, each with the capacity to contain billions of rows of data. Furthermore, the Einstein 1 infrastructure is currently used by Marketing Cloud and Commerce Cloud, two consumer-focused tech stacks that were acquired and included in Salesforce’s Customer 360 package.

Large-scale data management: The Einstein 1 configuration is currently able to take enormous amounts of data from multiple external systems. Once assimilated, this data transforms quickly into useful Salesforce components. Additionally, the platform has the ability to activate flows in reaction to any modification to any item, regardless of scale. With the potential to process up to 20,000 events per second, this capability includes interpreting real-time triggers from IoT devices, analytical results, or even AI-derived forecasts. Through the use of MuleSoft, it seamlessly integrates with any enterprise system, including ones that are old by origin.

Salesforce Einstein 1 Platform is here to help businesses use Salesforce AI in a smart and safe way. It’s built to be easy to use, thanks to its utilization of metadata. The goal is to make Salesforce AI tools that boost productivity, save money, and enhance customer service.

Salesforce Einstein Copilot 

Einstein Copilot isn’t just another chatbot. It’s a next-level AI assistant that lives right in your Salesforce apps. With this tool, you’ll find it easier than ever to get work done without needing to leave the screen you’re on.
“In this new world, everyone can now be an Einstein.” – Marc Benioff, Chair and CEO, of Salesforce

Copilot does more than answer questions. It also suggests full action plans. These are smarter than the “next best action” tips you might know from older Salesforce tools. And the plans are flexible; you pick the steps you want to take. Copilot’s advice is solid. It’s based on data from the Salesforce Data Cloud. That makes the guidance it offers both relevant and secure.

In short, Salesforce Einstein Copilot aims to make you more productive. It offers quick, trusted advice, and it’s always ready to help you plan what to do next.

Salesforce Einstein Copilot Studio

Einstein Copilot Studio is a special part of the Salesforce CRM. It lets you create a Trusted AI assistant. Purpose? To adeptly manage various functions in sales, client services, promotional activities, commerce operations, and tech solutions. It’s like having another team member who knows how to do tasks such as closing a sale or giving good customer service.

Salesforce Einstein Copilot Studio offers a trilogy of powerhouse features:

Image Source: Salesforce, Generative AI experiences start with a prompt. 

Prompt Builder: This handy utility lets you create, test, and deploy AI-driven prompts to suit your company’s unique style with no coding degree required. Say you’re in marketing and want a custom message and a special discount tailored to your customer’s past buying habits and locale. Well, Einstein Copilot gets to work and churns out bespoke messages that groove with the customer’s tastes, shopping history, and where they call home. And here’s the kicker: Unlike other tools that make you jump through hoops to get everything integrated, Prompt Builder offers a low-fuss, effective way to insert AI prompts into any CRM workflow. All while keeping data secure, thanks to the Einstein Trust Layer.

Image Source: Salesforce, Generative AI experiences start with a prompt.

Skills Builder: Next up, this feature turns you into a virtual AI craftsman. Create AI actions aimed at achieving specific objectives. Consider you need a “Competitor Analysis” skill to prepare for a meeting. This skill dives into current market metrics, reviews sales data, and even sends API calls to gather more information. The result? A sweeping overview of the competition that gets you prepped and primed for that big meeting. You just have to cue Einstein Copilot, which picks that skill to offer you business wisdom.

Image Source: Salesforce, Generative AI experiences start with a prompt.

Model Builder: Lastly, flexibility is the name of the game here. Companies can pick and mix AI models that align with their unique business puzzles. Choose from Salesforce’s home-brewed LLMs or incorporate AI models from a lineup of partners. Customize these models without having to move or copy data around. Thus, Einstein Copilot becomes a more effective cog in your business machine. Moreover, Model Builder plays well with other platforms like Amazon Bedrock, SageMaker, Anthropic, and so on.

The Einstein Trust Layer

Image Source: Salesforce, News & Insights: Salesforce Launches Next Generation of Einstein, Bringing a Conversational AI Assistant to Every CRM Application and Customer Experience

The Einstein Trust Layer acts as Salesforce’s secure firewall for AI capabilities. Embedded within every Einstein Copilot by default, this advanced layer ties together AI prompts and vetted company information, thanks to a tight integration with the Salesforce Data Cloud. It establishes a solid foundation for AI activities, making them not just smarter but also trustworthy.

Besides data protection, this layer has an in-built toxicity detector. An LLM feature scrutinizes AI-generated content, flagging any elements that could pose a risk to the brand. This scoring mechanism enables companies to have increased confidence in the safety of their AI interactions.

Image Source: Salesforce Research Report: 3rd Edition State of IT Report

Lastly, this Salesforce feature ensures compliance and oversight through a meticulously maintained audit trail. Every single interaction involving AI gets logged, providing a transparent and accountable record. In summary, the Einstein Trust Layer delivers a multi-faceted approach to secure, reliable, and responsible AI use within the Salesforce ecosystem.

Availability

– Einstein Copilot is currently available

– Currently in beta testing, Einstein Copilot Studio is set to launch its version in fall 2023.

– Enhancements to the Einstein Trust Layer will be broadly accessible in October 2023 and included in Einstein products.

Summing-up Dreamforce 2023

Dreamforce 2023 showcased Salesforce’s big moves in AI. The Einstein 1 Platform stands out. It adds smart automation to CRM tasks and works well with Salesforce’s existing features.

An innovation is also Einstein Copilot. An AI assistant, not just a chatbot, facilitates tasks. It is an effective tool for increasing employee productivity as it even offers action plans. Extending this idea is The Einstein Copilot Studio. You can use it to create an AI assistant that is tailored to your needs. You have access to a number of tools, such as Prompt Builder and Skills Builder, to tailor AI to your business’s preferences.

Last but not least, the security layer is provided by the Einstein Trust Layer. It ensures the security of your data and records all interactions with AI.

So, keep an eye on Salesforce’s AI updates. They’re making big steps forward and it’s something you don’t want to miss!

Author Bio:

Dorian Sabitov is a 4x Certified Salesforce Administrator and Developer with extensive experience in customizing Salesforce to the client’s needs. He started his journey in IT as a CRM admin and kept his focus on the Salesforce ecosystem. He loves exploring new integrations in Salesforce and spotting alternative ways to optimize business processes inside the CRM. He is currently working as a full-time Salesforce developer and contributing content to the SFApps.info educational portal.