Bernard Slowey

So it has much more of the soft skills on how it delivers its message. It's kind of crazy when you think about that, but that was being a big learning for us.

So it has much more of the soft skills on how it delivers its message. It's kind of crazy when you think about that, but that was being a big learning for us.

So it has much more of the soft skills on how it delivers its message. It's kind of crazy when you think about that, but that was being a big learning for us.

You're just teaching it in certain ways. Like we always have this good example. Like if someone comes to us, let's say with a severity one issue, right? Like let's just say Salesforce is down. Doesn't happen very often, but some companies can have things that are down. The last thing you want is the agent going back and forth with you on potential ways to solve that problem.

You're just teaching it in certain ways. Like we always have this good example. Like if someone comes to us, let's say with a severity one issue, right? Like let's just say Salesforce is down. Doesn't happen very often, but some companies can have things that are down. The last thing you want is the agent going back and forth with you on potential ways to solve that problem.

You're just teaching it in certain ways. Like we always have this good example. Like if someone comes to us, let's say with a severity one issue, right? Like let's just say Salesforce is down. Doesn't happen very often, but some companies can have things that are down. The last thing you want is the agent going back and forth with you on potential ways to solve that problem.

You want it to go, oh my goodness, you're having a SEV1. I'm so sorry to hear that. We're going to get you through to one of our support engineers and they're going, you know what I mean? Like that's an example where agent force needs to get out of the way quickly, but it needs to have a lot of empathy in that situation. Right. And so that's the example of what we mean.

You want it to go, oh my goodness, you're having a SEV1. I'm so sorry to hear that. We're going to get you through to one of our support engineers and they're going, you know what I mean? Like that's an example where agent force needs to get out of the way quickly, but it needs to have a lot of empathy in that situation. Right. And so that's the example of what we mean.

You want it to go, oh my goodness, you're having a SEV1. I'm so sorry to hear that. We're going to get you through to one of our support engineers and they're going, you know what I mean? Like that's an example where agent force needs to get out of the way quickly, but it needs to have a lot of empathy in that situation. Right. And so that's the example of what we mean.

You don't want it to be like kind of robotic and try and answer that problem. It's like, no, no, get out of the way, be very empathetic to it. And that's how you would teach a human employee to also react in that situation.

You don't want it to be like kind of robotic and try and answer that problem. It's like, no, no, get out of the way, be very empathetic to it. And that's how you would teach a human employee to also react in that situation.

You don't want it to be like kind of robotic and try and answer that problem. It's like, no, no, get out of the way, be very empathetic to it. And that's how you would teach a human employee to also react in that situation.

So this visual that you can see, this was our health portal in, I guess, September last year, right? And so it looks like pretty much every single company in the world has some portal like this, right? You can come to it, you could search on it, you could access our content. It has videos, places to learn, et cetera, and you can go in and create a case from it.

So this visual that you can see, this was our health portal in, I guess, September last year, right? And so it looks like pretty much every single company in the world has some portal like this, right? You can come to it, you could search on it, you could access our content. It has videos, places to learn, et cetera, and you can go in and create a case from it.

So this visual that you can see, this was our health portal in, I guess, September last year, right? And so it looks like pretty much every single company in the world has some portal like this, right? You can come to it, you could search on it, you could access our content. It has videos, places to learn, et cetera, and you can go in and create a case from it.

So that's kind of what it looked like. back then. And so, as I said to you earlier, unfortunately, the problem with this is people struggle to find what they were looking for, right? Especially if you were having a problem, you need an answer quickly. You know, we hear that in all of our research with customers.

So that's kind of what it looked like. back then. And so, as I said to you earlier, unfortunately, the problem with this is people struggle to find what they were looking for, right? Especially if you were having a problem, you need an answer quickly. You know, we hear that in all of our research with customers.

So that's kind of what it looked like. back then. And so, as I said to you earlier, unfortunately, the problem with this is people struggle to find what they were looking for, right? Especially if you were having a problem, you need an answer quickly. You know, we hear that in all of our research with customers.

It's like, hey, if I'm having an issue, you need to be able to answer me quickly, right? And so let me now show you what this looks like now. So this is help.salesforce.com now. And so what you can see is it's a completely different experience. It's a full screen experience of agent force. So you can go in and ask it any questions I mentioned earlier.

It's like, hey, if I'm having an issue, you need to be able to answer me quickly, right? And so let me now show you what this looks like now. So this is help.salesforce.com now. And so what you can see is it's a completely different experience. It's a full screen experience of agent force. So you can go in and ask it any questions I mentioned earlier.