With over 40,000 attendees, 45 keynotes, and 1,700+ sessions spread across three days at Dreamforce 2022, Salesforce brought the biggest global tech conference back to downtown San Francisco. The power-packed event featured several exciting announcements, some of which will be rolled out in subsequent releases.
Salesforce Genie
The biggest announcement was Salesforce Genie, the world’s first ever hyperscale, real-time CRM platform powering the Salesforce Customer 360 platform. With more than 150,000 global customers in 12+ industries using Salesforce products over the last 20+ years, Salesforce contains not just CRM data but also data integrated from multiple applications and platforms within an enterprise to provide best-in-class CX. With the Genie announcement, Salesforce is stepping up its game by making all the required enterprise data available in real-time, thereby enabling customers to innovate further by delivering automated, intelligent, and personalized experiences.
Salesforce Genie will allow real-time data stream ingestion at a massive scale with pre-built connectors and MuleSoft, combining it with Salesforce transactional data. You can use Genie to derive insights from this data using Einstein or integrate with other external AI platforms to provide real-time data, decision optimization, and instant analytics in Sales and Service Clouds as well as Industry Clouds.
The new Genie platform, shown below, takes Customer Data Platforms to the next level by aggregating an almost infinite amount of data in real time. The data is dynamic and supports the entire Customer 360 experience by unifying customer information and serving up everything from relevant activity to suggested next steps.
While Genie is known to support Salesforce Customer 360, it also works seamlessly with other technologies:
- Model: Lakehouse architecture to the Salesforce platform
- Data ingestion: Pre-built connectors to connect with Snowflake
- Bring your own AI: Amazon SageMaker
- First-party advertising: Amazon Ads, Google
- Tableau and CRM Analytics Connectors
NetZero Marketplace
Salesforce announced the NetZero Marketplace as its climate action hub offering offers third-party rated carbon credits and an e-commerce portal to buy and sell them. Currently, this Marketplace is available in the US and will be rolled out to other regions of the globe in future releases.
New Slack Features
Salesforce has added brand new features to Slack, which make it easy to build composable experiences to boost productivity. In addition to inspiring keynotes and informative breakout sessions, Slack unveiled a few key product features that make for an all-around better user experience.
Key Slack features include:
- Customer 360 – sales, service and marketing teams can converge on this shared view of the customer and have unified conversations about different accounts, all in Slack.
- Slack Canvas – to be released next year, Canvas is a customizable surface where teams can curate, organize and share resources.
- Huddles – a single-click way to have quick yet productive conversations with your teammates.
Industry Cloud Highlights
At Persistent, we are very excited about some of the new features soon coming to Industry Clouds that will help improve our industry solution offerings.
For Healthcare and Life Sciences:
In upcoming releases, Health Cloud will include features like Intelligent Appointment Management, Health Assessments, Virtual Care, and real-time insights for the Call Center. These new features will help enhance Persistent’s Digital Front Door and Patient Access Services solutions to provide better experiences to patients, agents, nurses, and care givers. This, in turn, will improve patient satisfaction and utilization rates for Providers.
Health Cloud will also include Advanced Therapy Management that will augment and improve Persistent’s Cell and Gene Therapy solution, thereby helping precision medicine providers with the complete lifecycle of therapies from sample collection, logistics, labeling, to shipping to sites.
For Financial Services
Persistent’s flagship Loans and Deposits Origination solutions will directly benefit from the new features added such as Onboarding and NAO Processes on Financial Services Cloud, along with existing features like Intelligent Document Automation.
The Financial Services Cloud will soon have Banking Integration APIs that will be supported by MuleSoft for straight through processing and orchestration of core banking processes for various customer touchpoints in the onboarding and service cycles.
Another upcoming feature in the Financial Services Cloud will be a unified Service Console to provide a much-improved Customer 360 view, omnichannel timeline, business rules- engine-controlled contextual alerts, and a powerful Service Process wizard to automate common service requests like account statements, fee reversals, increasing credit limits, etc.
We are committed to our strategic relationship with Salesforce. To that end, we will continue to align with Salesforce prerogatives. We are investing heavily to bolster our capabilities with Genie, Slack canvas, and Net Zero. Additionally, we are creating Industry Cloud-focused pods to deliver value to our customers
Sibasisha Padhy, SVP Head of Salesforce AMER (Persistent Systems)
No matter where you are in your Salesforce journey, we’re here to help make the most of your Salesforce investment. With over 18 years of implementation and consulting experience in the Salesforce ecosystem, we are uniquely positioned to provide end-to-end capabilities across the entire Salesforce Cloud portfolio with a strong focus on driving growth, profitability and value for our global clients.
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