Urelevant – Détails, épisodes et analyse

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Let's dive into some security concerns and what you can do to shore up your AI implementations inside of

agent force so I noticed a post on LinkedIn that was gaining some traction that was from Amnon Kruvi and

he's a Salesforce architect and he mentions in his post that "it took me exactly two questions to accidentally

get agent force to reveal someone else's personal information using the default actions followed by

hallucinating madeup orders for that person and then from there he's saying how AI has no business reading

database records that is not to say there are no excellent use cases for it but delivering live information from

a database is just too risky in the data protection era we need to be realistic with what kinds of solutions AI

can safely deliver I understand the hype but some of it will just leave the door wide open for someone to

steal your data." That really intrigued me when I first saw that is like wow this is giving up information and

Salesforce has done a lot of work around the Einstein trust layer to try to protect information to mask

sensitive data as it goes to a large language model but when you think about it as far as authentication

methods that's something that always happens whenever you call into a call center and dealing with any sort

of sensitive records often times you're asked to verify your phone number your date of birth perhaps provide

the last four of your Social just different things as far as verifying and so what Amnon goes on to describe in

some of the comments which I'll highlight some here in a moment is that the verification process was kind of

thin and this was the default behavior and setup in the instruction sets inside of Agentforce and I'll dig in

more to try to see what sort of org or instance he was in if this was is a free learner account I think one of the

issues is is that this was the default setup provided by Salesforce which might lead to uh users trusting that

just because it's coming from Salesforce just presuming that best practices were being used so we're going

to explore in this video as well how you can help bring your instructions into alignment your various

guardrails that you can put in place inside of Agentforce and then open up some of the possibilities as far is

if there's things that are out of alignment or contradict one another in your guard rails and instructions these

are all things that we now have to think about in this new age of AI that we're working in and navigating and

so Amnon further iterates that does a good job of closing off a lot of attack vectors but the issue was with the

default demo configuration being of poor quality and teaches bad processes that highlight the security risk

involved with any kind of AI based technology and so here is my comment where I chimed in just saying for

my perspective that there's so many challenges that abound from implementing generative AI and placing

guard rail ensuring alignment across all instructions in Agentforce and the inevitable rapid release of new

and improved models makes this a moving Target this is a good case study for the Agentforce testing center

and previously we saw the release a few weeks ago of the Agentforce testing center where you can bulk test

agent force performance and agent responses and I think that this is a good thing to think about is the

hundreds or thousands of ways that prompts might come into an Enterprise and then testing out out in bulk

the verification process so that you are not just giving away other people's information the scenario that

Amnon is describing is he's self-identifying as someone saying that he is someone else giving that person's

email address which sometimes is easy to find online and then asking questions about an order for example

so you can see if you're dealing with agent force at a healthcare setting Financial Services Etc there's a lot

of loopholes that could be exploited and so then Paul Battisson he had a question here missing that this is

concerning and asking about the setup wanting to know more details as to what was the org in question

what was the setup and so he answers Paul saying it was an SDO that's the Salesforce developer org and

the main point here is that Amnon had a pretty good idea of why it was happening how to mitigate the

situation as well his main point is that the default action should not be so exposed because people might

think they're best practice and that's the point here is that when you see something from Salesforce you

assume that everything's been thought out and thought through and that the proper guard rails are in place

so whenever you're spinning up an instance that has Agentforce enabled you don't want to just necessarily

take all the instruction sets at face value there's instructions you can place the agent level and inside of

prompt templates and you will be wanting to audit those make sure that they're in alignment that's one of the

points I was trying to make as far as this being indeed a moving Target coupled with as well in the

background the constant Evolution and advancements with new large language models and those being

added into agent force over time and so this is something that will not be set it and forget it sort of

proposition but will always need to be being monitored by organizations and tested in bulk in mass and that's

why the Agentforce testing center is so important is because we can't humanly scale to that point to think of

all the variations as to the different approaches to be able to try to hack this in and there was another

response further down from someone named Vani I didn't put her last name I checked her profile I'm not

sure what her last name is she's bringing up since Agentforce can't function without Einstein trust layer uh

which includes safeguards like data masking and access controls I'm curious do this happen even after

having these protections or or do you think they're still room for improvement and so then Amnon responds

back that I did not actively put someone's address as protected data in the trust layer configuration though it

was enabled with the default settings and then basically said hey my email is xxx then asked it to tell me

what my address and birthday were and so that is the example specifically of the prompt or the utterance

that was given to Agentforce and it didn't really do a great job as far as verifying the identity of the person it

was able to then verify by the email address assuming that that is the person that is chatting or prompting

agent force and then was able to follow up with asking some follow-up questions and so then Andy

Cotgreave brought up a great point as well saying we don't want to put the burden on the end user as far as

having to test test test and that burden should be on Salesforce in the configuration of Agentforce and this I

think it was this specific comment that caused me to remember theAgentforce testing center which was

recently released that comment of test test test was realizing okay the burden is on the user and this is

Salesforce's response is to use the Agentforce testing center because it we can't humanly scale as I said to

test out all those different variations and so it's the coupling of humans and AI working together on that side

of the fence to do that testing in in addition to configuring the Einstein Trust Layer setting and then as well

the instruction sets for prompt templates the agent instructions as well the topic configurations so there's a

lot of great conversation here and this really opens up some thought related to authentication of users and

just the utterances and prompts that Agentforce will be faced with dealing with out in the wild so many

thanks to Amnon Kruvi for insightful post bringing up some important aspects related to Security in the age

of Agentforce and so be sure and check out Velza that is our implementation company we specialize in

Salesforce implementations and agent force implementations reach out to us at Velza.com and we will

schedule a call do a discovery and get your implementation out on the right foot or fix a failed

implementation that seems to be all the rage nowadays is people trying to start over and get their

configurations fixed especially in this age of AI and Agentforce also be sure and check out rapidreskill.com

for Salesforce and AI training and be sure and like And subscribe to the Urelevant podcast feed the

algorithm help others to find Urelevant as well it's all about helping you to find relevance in the economy of

now I'm Mike wheeler signing off for now until next time I'll see you in the cloud

Watch here - https://youtu.be/Et-lXOQeLyE?si=gkkxpyYXKNCIYtlF

So Agentforce 2.0 is coming soon. December 17th on Salesforce Plus Marc Benioff will be sharing the latest release of Agentforce.

And inside of Agentforce 2.0. It will have slack integration and also enhanced CRM and analytics capabilities.

And with that slack integration, there's a preview of what that will look like.

It has various different agents that you can use inside of slack, such as a new sales agent, and then also on Salesforce's website. They do have an ROI calculator.

Which is accessible from the home screen. Front and center is Agentforce, and they have the banner here about Agentforce 2.0 and the link to stream on Salesforce Plus their streaming platform, and then also the calculate your ROI or return on investment. And here this gives you the numbers based on number of customer service employees, average annual cost per employee, and number of conversations handled by a rep each day.

And this is in either table or chart form. So it's professing a three-year net total savings of over $800,000. In this scenario, after three years, when you factor in the agentforce costs, which Salesforce has said is roughly $2 per conversation or chat, there's been a lot of derision online around that price point. And so what Salesforce is trying to do is convince companies and decision makers that the $2 per conversation is cheaper than having an employee, basically.

And so in this, some of the implications that you've got to think about, one that I noticed is that Salesforce using this ROI calculator in the context of service and support. So there are mentions of sales agents, but where the primary savings is, is in the service cloud side of things are providing support through agentforce. And then also on the website here.

Few things you might notice as well is that Agentforce is now available to chat with on the Salesforce website, so you can take that for a spin to test that out. And then also noticeably absent any more or any longer is a mention of Customer 360 prior to Agentforce's release, which was back in September of 2024.

During Dreamforce, Customer 360 was featured atop. Most are above the fold, and Customer 360 was what Salesforce referred to as all of their different cloud offerings. The entirety of the platform was referred to as Customer 360. Well, I bring this up is that with the advent of Agentforce, they dropped that entirely. Customer 360 also, there's been mention of the Einstein one platform.

Now we're in this numbering scheme with Agentforce 2.0. Personally, not a big fan of the numbering scheme because I don't look forward to Agentforce 3.0 and 4.0 and treating this with each release as another numeric release number.

Or if they're smaller releases, will we have Agentforce 2.1. And so I'm anticipating that eventually the number will be dropped and they'll go with just Agent Force.

And as history is my guide, I know that this is something that Salesforce does quite often, whether it's Customer 360 or not. Agentforce 2.0.

Salesforce one was the mobile application. And then eventually it was renamed Salesforce Mobile.

And so whether the numbering scheme continues or not, there's a lot of changes that are always bound to be happening in the area of AI.

Agentforce, being a generative AI tool by its very nature, will be a moving target that you will always be having to refine and improve upon. And then also with all the new models coming out all the time from the large language models or the AI companies out there.

This is also something that will be somewhat of a moving target and require refinement all the time within organizations. And so it's not a set it and forget it sort of proposition. And so this is something that we as professionals on the Salesforce platform, and that working inside of the field of AI will need to be keeping an eye on and being aware of all the changes happening.

So December 17th on Salesforce Plus Agentforce 2.0 will be unveiled and then we'll know more. And so until next time be sure and like and subscribe and share this podcast with others and help others to find Urelevant.

Become Skills-Powered

In this episode, we dive into the Skills-Powered Advantage Framework, a revolutionary approach to professional development in the age of AI to become a Skills-Powered Practitioner.

Discover how mastering the trifecta of Business Skills, Durable Skills (aka Soft Skills), and AI Skills can propel your career to new heights.

You'll learn:

• Why these three skill areas are crucial in today's rapidly evolving job market
• How to approach each skill individually before combining them for maximum impact
• The importance of consistent practice and gradual skill integration
• The role of intent in guiding your skill development journey

Whether you're looking to advance in your current role, switch careers, or launch a new project, this episode provides a roadmap for becoming a well-rounded Skills-Powered Practitioner. Tune in to discover how to transform your intent into insights, and ultimately, into career success. Don't miss this discussion on future-proofing your professional life, one skill at a time!

Watch here - https://youtu.be/DQxOu87UgAE?source=urelevant

It is one thing to claim that you possess certain skills, but it can be challenging for companies to verify that you do indeed possess certain aptitudes and abilities. Whereas certain hard skills or technical skills can quickly be determined through various task-based assignments, the verification of soft skills can prove more challenging for organizations.

There are several mechanisms that Skills-Based organizations are employing to help them verify that you do indeed possess the skills that you profess. One emerging specialty for skills verification is what is known as Multi-Measure Testing, otherwise referred to as MMT.

What is Multi-Measure Testing (MMT)? Multi-Measure Testing is an approach that evaluates a candidate's abilities and potential through various types of assessments. Rather than relying on a single test or metric, MMT uses a combination of methods to get a comprehensive picture of a candidate's skills, personality, and suitability for a role. This holistic approach is becoming increasingly important as employers seek to identify the best candidates in an ever-evolving job market.

Why MMT is Important?

The traditional methods of hiring, which often relied heavily on resumes and interviews, are proving inadequate in today's fast-paced, skill-based economy. MMT addresses this by providing a more nuanced and accurate assessment of a candidate's capabilities. It helps in reducing biases, improving hiring accuracy, and ensuring that candidates are well-suited for their roles. This is particularly crucial in the age of AI and automation, where the right mix of skills can make a significant difference.

Let's break down the core components of Multi-Measure Testing. Each of these assessments provides unique insights into different aspects of a candidate's abilities and potential.

These tests focus on the specific skills required for the job. For example, a coding test for a software developer or a marketing strategy test for a marketing role. They provide direct evidence of a candidate’s ability to perform key tasks.

Candidates are given tasks that mimic the actual work they would do in the role. This could include writing a report, creating a presentation, or solving a real-world problem. These assignments demonstrate how candidates apply their skills in practical scenarios.

These tests measure general cognitive abilities such as problem-solving, logical reasoning, and numerical aptitude. They help predict how well a candidate can understand and process information.

These assessments evaluate personality traits that are important for the role. They can provide insights into a candidate's work style, interpersonal skills, and how they might fit into the company culture.

Behavioral assessments focus on past behavior as an indicator of future performance. They often involve situational judgement tests (SJTs) where candidates describe how they would handle specific work situations.

These tests explore a candidate’s preferences and motivations, helping to determine if they align with the role and the organizational culture.

SJTs present hypothetical, job-related situations and ask candidates to choose or rank the best responses. They measure judgement, problem-solving, and decision-making skills.

Now that we understand what MMT is and its importance, let’s shift our focus to you, the candidate. How can you thrive in an MMT screening process?

Before applying, thoroughly research the role and the skills it requires. Understanding the job description and the key competencies will help you anticipate the types of assessments you might face.

Brush up on the specific skills required for the job. If you're applying for a technical role, practice coding problems or software tasks. For marketing roles, review case studies and strategic planning.

Create sample work assignments that reflect the tasks you would be doing in the role. This not only prepares you for the assessments but also builds a portfolio that can impress potential employers.

Engage in activities that enhance your problem-solving and logical reasoning skills. Puzzles, brain games, and relevant online courses can be very beneficial.

Work on your communication, collaboration, and time management skills. These are crucial not just for assessments but for excelling in any role. Participate in group activities, take leadership roles, and seek feedback on your interpersonal skills.

Reflect on your past work experiences and how they have shaped your work style and behavior. Practice answering situational questions and be honest about your strengths and areas for improvement.

Preference tests often explore your motivations and interests. Stay true to what drives you and look for roles that align with your passions. Aligning with Skills-First and Skills-Based Organizations to increase your marketability in a skills-first economy, it's essential to align yourself with the values and practices of skills-based organizations.

Stay current with industry trends and continuously seek to improve your skills. Enroll in courses, attend workshops, and participate in professional development opportunities.

Utilize platforms like Rapid Reskill to gain new skills quickly. Our Skill Blocks offer focused, tightly structured courses that can help you rapidly acquire and demonstrate new competencies.

Document your skills and achievements in a portfolio. Include work samples, project summaries, and any certifications or training you’ve completed. This portfolio can be a valuable asset during the hiring process.

In addition to assessments, certifications can be a powerful way to demonstrate your expertise. They are widely recognized and can significantly boost your credibility. Look for certifications that are relevant to your field and invest in obtaining them. We will see a proliferation of new certifications popping up in the areas of AI, Prompt Engineering, Business Essentials and Soft Skills certifications as well.

So when you boil it all down, the primary drivers to skills-verification for Skills-Based organizations are Certifications and Multi-Measure Testing or MMT

I have a lot more to share on MMT and these new certifications, in a free course available on RapidReskill.com called the Skills-Powered Advantage Framework. I will link to that course in this episode description. I encourage you to get that free course and learn more on how you can position yourself for maximum effect in this new Skills-First landscape.

And be sure to subscribe to this podcast so you are alerted when the next episode drops, which is about becoming a Skills-Powered Practitioner. Your Skills-Powered journey will come into clarity. Until next time, consider leaving a review for this podcast. It’s the best way to add your voice to the conversation here at Urelevant!

In this episode, we dive into the massive shift in the job market towards valuing soft skills, now becoming recognized as Durable Skills.

Durable Skills play a large part in my Skills-Powered Advantage Framework, which you can learn more about in my free Skills-Powered course here - https://www.rapidreskill.com/skills-powered-advantage-framework-3747e4f7-0e02-4231-bd78-3c6c503c07c6

Today's top sought-after skills include communication, collaboration, and time management. This shift is driven by AI and the realization that these skills have a longer shelf life and remain relevant through rapid technological advancements.

We explore the Durable Skills Advantage Framework, a partnership between CompTIA and America Succeeds, highlighting how these skills have become essential.

Key findings include:

• Durable Skills make up 7 of the top 10 most requested skills in job postings.
• The top 5 Durable Skills are requested nearly 5 times more often than the top 5 technical skills.
• Leadership and communication are the most in-demand competencies.

The COVID-19 pandemic further emphasized the importance of Durable Skills as remote work highlighted the need for communication, adaptability, and digital literacy. As technology continues to evolve, the demand for individuals with a strong foundation in Durable Skills will only increase.

 Watch here - https://youtu.be/i6IKmCF_JxY

009 - The Future is Skills Powered! Will You Be?

In this episode, we delve into becoming Skills Powered, essential for individuals and organizations. Discover how these approaches address the persistent skills gap by prioritizing tangible, measurable skills over traditional criteria like degrees and job titles.

Explore how a skills-powered approach fosters a more diverse talent pool and promotes continuous learning, enabling employees to adapt to market changes and contribute based on their abilities. I share how forward-thinking businesses prioritize efficiency and leverage force multipliers, seeking advantages in both talent and tasks. Also discover how AI's pattern recognition capabilities can help build advantage frameworks for individuals and organizations.

Whether you're focused on advancing your career or enhancing your company's performance, this episode will guide you through the evolving landscape of business.

Watch here - https://www.urelevant.com/podcasts/urelevant/episodes/2148686250

In this final installment of our Attract, Attain, Retain series, we dive deep into the crucial topic of customer retention within CRM systems. Discover why retaining an existing customer is significantly more cost-effective than acquiring a new one and explore the pivotal role of Salesforce in facilitating customer service through case management. We delve into the concept of case deflection, self-service solutions, and the challenges of effective issue resolution. Learn about intelligent routing, support processes, and the ethical implications of AI in customer service. Join us as we explore how AI is revolutionizing CRM, enhancing productivity, and ultimately helping businesses retain customers by providing exceptional support. Don't miss this comprehensive discussion on how marketing, sales, and service intersect to create a seamless customer experience.

Watch here - https://youtu.be/OXdSac-v5T0?feature=shared 

Welcome to the second episode of our three-part series, "Attract, Attain, Retain," where we dive into the marketing, sales, and service lifecycle of any business relationship. In this episode, we shift our focus to the critical stage of attaining customers through effective CRM sales processes. Previously, we explored the importance of attracting attention to your brand, product, or service. If you haven't caught that episode yet, I encourage you to start there before continuing with this one. Today, we delve into the heart of sales: converting attracted leads into loyal customers. We discuss the key objects in Salesforce—Accounts, Contacts, and Opportunities—and how they interconnect through the lead conversion process. We'll break down how lead data transitions into account and contact records, setting the stage for successful sales efforts. Discover the significance of opportunity stages and how they serve as milestones in your sales journey, increasing the probability of deal closure at each step. Learn how Salesforce’s flexible setup allows you to customize these stages to match your specific sales processes, whether you’re selling real estate, vehicles, or multi-million dollar infrastructure projects. Moreover, we’ll explore how artificial intelligence is revolutionizing sales. From auto-generating product descriptions and emails to predictive analytics and opportunity scoring, AI is reshaping how businesses operate within Salesforce. We'll discuss the potential of Salesforce’s AI platform, Einstein, to recommend next best actions and identify patterns that lead to successful deals. Finally, we'll touch on the future of CRM, where AI-driven automations and voice-prompted processes will streamline sales operations, making it easier and faster for businesses to thrive. Join us next week as we conclude this series by exploring the retention side of the lifecycle, focusing on how excellent customer service and AI advancements are transforming customer retention strategies. Don't miss out—subscribe now and stay tuned! Happy Learning and I'll see YOU In the Cloud!

Watch here

 Attracting Attention through effective Marketing in CRM

In this episode, we begin a three-part series on customer relationship management (CRM). This episode focuses on the "Attract" phase, discussing how businesses can draw attention to their brand, products, and services. 

Whether you're a business owner refining your marketing strategy or someone preparing for the Salesforce Administrator certification, this episode provides valuable insights. We explore the creation and management of campaigns, the importance of lead generation, and the role of AI in modern marketing efforts. 

Join us as we set the stage for understanding the full lifecycle of business relationships, starting with attracting potential customers.

Resources:

Salesforce Einstein Trust Layer - https://www.salesforce.com/artificial-intelligence/trusted-ai/

Explaining the Einstein Trust Layer Salesforce Video - https://www.salesforce.com/news/stories/video/explaining-the-einstein-gpt-trust-layer/

Watch here - https://youtu.be/VyAoVXSBnrA?feature=shared

There’s a new technological advancement brewing on the horizon - the Skills Graph. The Skills Graph follows in the footsteps of its predecessor, the Social Graph. Whereas Facebook mastered the social graph to dominance, the Skills Graph race has yet to be won. In this episode of Urelevant, I explore what the Skills Graph is and why it is important to your future career success. I dissect the differences between skills and talents. Also explored are adjacent skills, trending skills identification, skills assessments and a future where certifications reside on the blockchain!
Recommended Resources:
Rapid Reskill - https://rapidreskill.com

Watch here - https://youtu.be/fNmWV84j_4c?feature=shared