All posts tagged: salesforce

Salesforce Breach Exposed 137,000 Staff Records

Salesforce Breach Exposed 137,000 Staff Records

A data breach affecting education technology provider Infinite Campus has exposed the personal information of more than 137,000 school staff members. The incident occurred after threat actors allegedly compromised the company’s Salesforce environment and leaked stolen records online. “The group subsequently published data they alleged was taken from Infinite Campus, containing 137k unique email addresses along with names, phone numbers, physical addresses and support tickets,” data breach notification service Have I Been Pwned (HIBP) said in its analysis of the leaked data. Key takeaways of the Infinite Campus incident Infinite Campus says the incident targeted its Salesforce environment, not its student information databases. The breach exposed personal and contact information tied to approximately 137,000 school staff accounts. ShinyHunters claimed responsibility and allegedly leaked a 1.2 GB archive of Salesforce records and internal data. Although student records were not compromised, the exposed data could support phishing and social engineering campaigns. The incident underscores the growing security risks of SaaS platforms and third-party vendors in education. Inside the Infinite Campus incident As BleepingComputer reported, the incident highlights …

Salesforce Makes .6B Play for AI Customer Service

Salesforce Makes $3.6B Play for AI Customer Service

Salesforce is making another major bet on AI agents. The company announced Monday that it has signed a definitive agreement to acquire AI customer service company Fin, formerly known as Intercom, for approximately $3.6 billion. Salesforce plans to integrate Fin into Agentforce, its flagship AI agent platform, as competition intensifies among enterprise software vendors racing to automate customer interactions. The deal highlights how quickly the market for autonomous AI agents is evolving and how willing major software companies are to buy proven technology rather than build every capability internally. Why Salesforce is making the move Salesforce says the acquisition is about speed and reach in a fast-moving AI market where enterprise software companies are racing to embed autonomous agents into customer workflows. Marc Benioff, chair and CEO of Salesforce, said Fin will strengthen the company’s Agentforce ecosystem and expand its capabilities. “We’re thrilled to welcome Fin to Salesforce as we enable every company to become an agentic enterprise,” Benioff said in a news release. “Fin brings proven agent technology, a deep commitment to customer success, …

Salesforce Drops DEI Commitments, Reframes Equality as Legal Compliance

Salesforce Drops DEI Commitments, Reframes Equality as Legal Compliance

Image: Creative Commons Salesforce has effectively eliminated diversity hiring targets. The company removed specific hiring goals, including ones to increase the representation of women and minority groups, and the term “diversity” from its latest annual report, filed Wednesday. The move comes on the heels of a series of executive orders from President Donald Trump calling for the removal of diversity, equity, and inclusion (DEI) programs across the federal government and private sector. The San Francisco-based company is one of the U.S. government’s largest software vendors. What’s hot at TechRepublic A shift in tone Salesforce included a section titled “Equality, Diversity and Inclusion” in previous annual reports to outline initiatives aimed at building a more diverse workforce. Last year’s filing reaffirmed equality as a core value, emphasizing the company’s commitment to fostering an inclusive environment where employees could thrive. However, the latest report marks a shift in tone. The section was renamed “Equality,” with all references to DEI initiatives removed. Instead of detailing diversity efforts, the company now highlights its compliance with equal-pay and anti-discrimination laws …

What is Operational CRM: Key Features and Benefits

What is Operational CRM: Key Features and Benefits

Operational customer relationship management tools offer advanced custom workflows, visual pipelines, and day-to-day operation management tools to provide the best client experience with minimal effort. Choosing a CRM emphasizing operations can help centralize business information and reduce manual work. 1 monday CRM Employees per Company Size Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+) Any Company Size Any Company Size Features Calendar, Collaboration Tools, Contact Management, and more 2 Pipedrive CRM Employees per Company Size Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+) Any Company Size Any Company Size Features Calendar, Collaboration Tools, Contact Management, and more 3 Creatio CRM Employees per Company Size Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+) Medium (250-999 Employees), Large (1,000-4,999 Employees), Enterprise (5,000+ Employees) Medium, Large, Enterprise Features Dashboard, Document Management / Sharing, Email / Marketing Automation, and more What is operational CRM? Operational CRM is a type of CRM solution that supports a business’s day-to-day sales and marketing operations. These operations can include everything from marketing to lead nurturing to back-office …

The 6 Best Marketing CRM Software for 2025

The 6 Best Marketing CRM Software for 2025

Best free CRM with available upgrades: HubSpot Best for creating email marketing campaigns: Pipedrive Best for social media marketing: Zoho CRM Best for team collaboration: monday CRM Best enterprise marketing and CRM solution: Salesforce Best for managing internal documentation: ClickUp Marketing CRM software is a sales solution that specifically aids businesses in creating and managing lead generation and nurturing through digital or in-person campaigns. Campaigns and strategies you can implement include email marketing, social media marketing, digital content marketing, in-person events, referral programs, and so much more. Marketing CRM tools can manage all of this, plus track how prospects interact with your content, all while promoting a positive perception of your brand. 1 Pipedrive CRM Employees per Company Size Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+) Any Company Size Any Company Size Features Calendar, Collaboration Tools, Contact Management, and more 2 monday CRM Employees per Company Size Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+) Any Company Size Any Company Size Features Calendar, Collaboration Tools, Contact Management, and more 3 …

Salesforce Pushes AI Boundaries with Agentforce 2.0

Salesforce Pushes AI Boundaries with Agentforce 2.0

On Dec. 17, Salesforce unveiled Agentforce 2.0, the latest iteration of its AI-driven platform. It is designed as a customizable “team” of semi-autonomous AI agents. Agentforce 2.0 includes enhanced reasoning and data retrieval capabilities that enable AI to respond to complex questions. Salesforce describes Agentforce 2.0 as “the digital labor platform for enterprises,” offering a “limitless” workforce powered by AI agents. These agents can be deployed across any department, equipped with a new library of pre-built skills, and can take action across systems or workflows. “Humans with agents drive customer success together,” Salesforce CEO Marc Benioff said during a livestreamed presentation. Agentforce 2.0 will be released in full in February 2025. However, users can begin deploying Agentforce 2.0 in Slack in January. What’s new about Agentforce 2.0? Through Agentforce 2.0, users can pull from a library of agent “skills” — AI agents designed for specific tasks — or build their own using natural language prompts. These agents can execute multi-step plans and follow “if/then” instructions, offering flexibility across various workflows. The Skills Library suggests linked …

5 Generative AI Trends to Watch in 2025

5 Generative AI Trends to Watch in 2025

Generative AI is as trendy as it has ever been. This year, research into AI was awarded Nobel Prizes, and the largest tech companies in the world pumped AI into as many products as possible. The U.S. government promoted AI as a driver in creating a clean-energy economy and a strategic pillar for federal spending. But what’s next for 2025? The trend of generative AI in the last few months of 2024 points to a greater push for adoption from tech companies. Meanwhile, the results as to whether AI products and processes see ROI for enterprise software buyers are mixed. While it’s difficult to foresee how AI will continue to shape the tech industry, experts have offered predictions based on current trends. Respondents to an IEEE study in September rated AI as one of the top three areas of technology that will be most critical in 2025 in 58% of cases. Conversely, nearly all respondents (91%) agree that 2025 will see “a generative AI reckoning” regarding what the technology can or should do. Expectations for …

Slack Expands AI Summarization and Other Tools

Slack announced on Sept. 16 the rollout of several new AI features, productivity tools, and ways to connect to Salesforce CRM. These updates reflect Slack’s ongoing rapid pace in introducing AI-driven features, most of which focus on text summarization. AI search and summarization first appeared in the messaging and productivity platform in February, followed by automated workflow builders in August. Slack AI is available now, at an additional cost of $10 per user, per month in addition to Slack Pro and Business+ plans, or priced depending on Slack Enterprise contracts. The beta release of Salesforce’s Agentforce — formerly Einstein Copilot — will be available in Slack in October. “AI presents a lot of opportunity here, but we also think it presents some risk, because if not executed right it could create even more chaos and slow people down even further in getting their job done,” James Lancaster, VP of AI and search at Slack, told TechRepublic. Overall, Slack’s goal is to remove “low-value tasks” and make it easier to search through the large numbers of …

Salesforce Reveals AI Agents for Customer Service

Salesforce has made its latest push into the AI space with Agentforce — a platform for deploying generative AI in areas such as customer support, service, sales, or marketing. It will be available on Oct. 25. At a press briefing on Sep. 12, Salesforce CEO Marc Benioff emphasized that Agentforce customers won’t need to build their own AI models or even manually choose between models and that the AI will not be a “bolt-on copilot” that adds bloat to existing services. The services previously referred to as Einstein Copilot, including Einstein Copilot in Slack, will now fall under the Agentforce brand. Agentforce turns chatbots into generative conversationalists Agentforce is a deployment platform for generative AI agents that can autonomously interact with current and prospective customers. It connects to Salesforce’s Data Cloud and filters both structured and unstructured data through the Atlas Reasoning Engine, a pillar of the company’s generative AI deployment. The Data Cloud data lake can store “Zero Copy” data, pulling from external systems without duplicating the data. The Atlas Reasoning Engine is a …

Salesforce Einstein Copilot AI Assistant Enters General Availability

Salesforce is working on making AI implementation easier and more predictable with a selection of newly available products and services announced around the Salesforce World Tour NY event on April 25. These products and services include: General availability of the Einstein Copilot generative AI assistant. Two new bundles: the AI Implementation Bundle and Data Governance Bundle. A new user experience for sales leaders called Slack Sales Elevate. Einstein Copilot and agent functionality now generally available The Salesforce Einstein Copilot, which sits alongside other Salesforce CRM products as an assistant and has been in public beta since February 2024, is generally available on April 25. In addition, Einstein Copilot has new capabilities called Copilot Actions that let Copilot “agents” string actions together to complete tasks autonomously. For example, Copilot Actions can create close plans for sales reps and managers, analyze call transcripts and craft follow-up emails. Einstein Copilot can be purchased in several ways: Einstein add-on offerings to Salesforce Enterprise and Salesforce Unlimited Editions. Salesforce Einstein 1 Editions. The Salesforce AI Implementation Bundle. AI Implementation Bundle …