Service Cloud Reimagine service for the AI era. The Service Cloud Keynote focused on the latest advancements and success stories in customer service, emphasizing the signi昀椀cant role of AI in transforming the industry. It introduced AI agents that operate 24/7 and the integration of AI with human agents to boost productivity and customer satisfaction. Innovations like the Data Cloud and Agentforce were highlighted for their ability to unify data and facilitate action. Keynote Announcements 1 Agentforce with Service Agent | GA 3 Employee Service | GA Oct ’24 Oct '24 Equip employees with AI support portals Deploy autonomous AI agents across that are personalized with HR data channels • Agentforce Scheduling Agent | GA 4 Elevate Teams into Trusted Advisors Dec ’25 • Knowledge Grounding on Data • Agentforce Employee Service | GA Cloud | GA Oct ’24 - Ground AI in Feb ’25 your enterprise knowledge base 2 CX Intelligence | GA Nov ’24 • Service Planner | Pilot Oct ’24 - Proactively create plans based on Transform insights into action case details, intent, and engage- • Improve CSAT with real-time data ment history • Maximize lifetime value with AI 5 Elevate Teams into Trusted Advisors • Accelerate decision making with AI 3 • Dispatcher Agent | GA Oct ’24 - Stream- line scheduling and exception handling • Asset Service Prediction | Pilot Oct ’24 - Predict upcoming service appointments • Multi-Modal Troubleshooting | Pilot Feb ’25 - Assisting technicians with text, voice, and image support in the 昀椀eld ServiceBlazer is a community designed for service leaders and practitioners. It serves as a platform for collaboration, sharing the latest product innovations, and guiding career development within the service industry. 17