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Chatbot service agents and more responsive AI-powered processes become available to Salesforce Service Cloud customers today — provided they have enough historic data for the machine learning to work ...

Salesforce has been using the notion of trailblazers as a learning metaphor for several years, ever since it created Trailhead, a platform to teach customers Salesforce skills. Today, the company ...

Salesforce is reimagining how customer service teams operate — moving from reactive support to proactive, outcome-driven engagement. At the center of this shift is AgentExchange, a new platform that ...

Back in 2018, when we used to attend conferences, I spoke to an audience of about 250 college and university presidents and provosts. In discussing America’s skills gap, I asked the assembled higher ...