Salesforce Data Cloud ushers in innovations that transform customer experience using data and AI

Salesforce is introducing new Data Cloud innovations that advance an organization’s ability to transform the customer experience using data and AI.

The enhancements include: additions to unstructured data support including native processing of audio and video content—such as webinars and calls—to unlock deeper customer insights; a standardized semantic data model that enables Agentforce Agents and humans to interpret and use data consistently; improved search capabilities that factor in customer context and allow for quicker information discovery; real-time data activations to respond instantly to changing customer needs; and additional data security and governance features to safeguard operations and prevent unnecessary data exposure. 

“In this new era of AI and Agents, customer data and metadata are the new gold for the enterprise,” said Rahul Auradkar, EVP and GM for Data Cloud at Salesforce. “Every day, more companies are using Data Cloud to unify all their data—from customer interactions and product usage to IoT and social media data—to gain deeper customer insights across all touchpoints and channels. Because Data Cloud is the foundation of Salesforce, companies can act on data to create the most personalized and meaningful customer experiences.”

Data Cloud surfaces trusted customer data in all Salesforce Customer 360 applications, Agentforce, Flow, and analytics—creating a foundation for personalized customer experiences and real-time analytics, triggering data-driven actions and workflows, and safely driving AI across all Salesforce apps.

With its zero-copy technology and MuleSoft connectors, Data Cloud can ingest data from hundreds of diverse data sources, including data lakes and warehouses.

Because it’s fully integrated in the Salesforce Platform, this metadata can flow seamlessly into any Salesforce application based on set governance policies. This gives every team a 360-degree view of the customer to power trusted AI and drive automation and analytics across every touchpoint — without compromising data security.

Data Cloud provides the vital customer data that grounds Agentforce, making agents more contextually aware, knowledgeable, and adaptable to customer needs.

Data Cloud’s hybrid search then identifies the right knowledge article based on customer context to help Agentforce resolve the issue accurately. As customer requests evolve, Data Cloud guides Agentforce with next-best steps, like automating follow-up emails or passing detailed chat summaries to support human representatives.

Finally, Tableau Semantics facilitates a seamless transition between AI and employees by ensuring they speak, understand, and operate using the same definitions of data.

New Data Cloud innovations will be available in pilot, beta, or general availability within the below time frames.

• Now:
• Customer-managed keys is generally available. 
• Sub-second real-time layer is generally available and can be enabled through sub-second real-time profiles add-on consumption SKU.
• MuleSoft Direct for Data Cloud will be in beta in late September 2024 and requires a MuleSoft Anypoint Platform license to use.
• A comprehensive list of pre-built connectors generally available and in beta can be found in Data Cloud Connectors Directory. 
• In October ‘24:
• Support to process unstructured audio and video content, currently in pilot, will be generally available.
• Data Cloud One will be generally available.
• In November ‘24:
• Hybrid search, currently in pilot, will be generally available.
• AI tagging and classification will be in beta.
• Policy-based governance will be in beta.
• Private Connect for Data Cloud will be generally available.
• In February ‘25:
• Tableau Semantics, currently in pilot, will be generally available.

For more information about this news, visit www.salesforce.com.