IT Brief Canada - Technology news for CIOs & IT decision-makers
Canada

Service Cloud Stories

Canadian Stories

Service Cloud stories

Global Stories

Service Cloud stories

SAP launches Business AI Platform & Autonomous Suite
Digital Transformation

SAP launches Business AI Platform & Autonomous Suite

The move could speed finance closes and ERP migrations for customers as SAP ties more than 50 assistants to business data and controls.

By Sofiah Nichole Salivio • 5 min read • Yesterday
Salesforce launches Agentforce Operations for back office
Software-as-a-Service

Salesforce launches Agentforce Operations for back office

Businesses could cut back-office cycle times by up to 70% as Salesforce expands Agentforce into finance, supply chain and compliance.

By Catherine Knowles • 4 min read • This month
Accordion buys A5 to deepen Salesforce consultancy
Customer Relationship Management

Accordion buys A5 to deepen Salesforce consultancy

The deal gives private equity clients wider Salesforce support across sales, pricing and revenue systems, plus delivery teams in three regions.

By Joseph Gabriel Lagonsin • 3 min read • Last month
Salesforce says AI to run 50% of customer service cases by 2027
Digital Transformation

Salesforce says AI to run 50% of customer service cases by 2027

Companies forecast major cost reductions and higher satisfaction scores as AI automates routine cases and redefines service workflows.

By Jake MacAndrew • 3 min read • Tue, 18th Nov 2025
Exclusive: Granicus' Alex Gelbak on 'making the invisible visible'
Digital Transformation

Exclusive: Granicus' Alex Gelbak on 'making the invisible visible'

Granicus deploys AI-powered digital front doors, transforming citizen engagement by streamlining government access for 5,000 agencies globally amid rising demand.

By Melania Watson • 5 min read • Tue, 11th Nov 2025
NiCE, Salesforce deepen AI partnership for unified service
Customer Relationship Management

NiCE, Salesforce deepen AI partnership for unified service

NiCE expands its AI partnership with Salesforce to unify customer service via deeper integration between CXone Mpower and Service Cloud platforms.

By Jed Nykolle Harme • 3 min read • Wed, 13th Aug 2025
Granicus debuts Service Cloud to boost council digital services
Digital Transformation

Granicus debuts Service Cloud to boost council digital services

Granicus has launched its Service Cloud platform in Australia and New Zealand to help councils enhance digital services and boost community engagement.

By Melvin Hipolito • 3 min read • Wed, 13th Aug 2025
Salesforce & Google enhance AI with expanded partnership
Data Analytics

Salesforce & Google enhance AI with expanded partnership

Salesforce and Google have expanded their partnership to enhance AI capabilities, integrating Gemini models with Agentforce for improved customer interactions.

By Sean Mitchell • 3 min read • Tue, 25th Feb 2025
TrueDialog unveils SMS app for Salesforce Marketing Cloud
Customer Experience

TrueDialog unveils SMS app for Salesforce Marketing Cloud

TrueDialog has launched its SMS application for Salesforce Marketing Cloud Engagement, enhancing SMS integration across the Salesforce ecosystem.

By Kaleah Salmon • 2 min read • Fri, 1st Nov 2024
Salesforce unveils AI-powered unified Commerce Cloud platform
Customer Experience

Salesforce unveils AI-powered unified Commerce Cloud platform

Salesforce's new Commerce Cloud integrates B2C, DTC, B2B, and more on a unified AI-powered platform, featuring autonomous agents for enhanced customer experiences.

By Catherine Knowles • 4 min read • Thu, 19th Sep 2024
Salesforce introduces integrated upgrade with Salesforce Foundations
Customer Experience

Salesforce introduces integrated upgrade with Salesforce Foundations

Salesforce launches Salesforce Foundations, a major upgrade integrating Sales, Service, Marketing, Commerce, and Data Cloud features at no added cost, enhancing user experience.

By Catherine Knowles • 3 min read • Fri, 6th Sep 2024
Salesforce unveils fully autonomous AI customer service agent
Customer Relationship Management

Salesforce unveils fully autonomous AI customer service agent

Salesforce launches Einstein Service Agent, its first fully autonomous AI customer service agent, promising faster, precise resolutions and seamless human handovers.

By Catherine Knowles • 4 min read • Wed, 24th Jul 2024
Salesforce enhances Service Cloud for unified customer care
Marketing Technologies

Salesforce enhances Service Cloud for unified customer care

Salesforce enhances Service Cloud with new features to unify data across digital channels, providing a seamless, personalised customer experience through their Einstein 1 Platform.

By Tom Raynel • 3 min read • Fri, 24th May 2024
Salesforce introduces Einstein Copilot, a customisable AI assistant
Customer Relationship Management

Salesforce introduces Einstein Copilot, a customisable AI assistant

Salesforce unveils public beta for Einstein Copilot, a customisable AI assistant set to revolutionise customer relationship management by utilising company-specific data securely.

By Catherine Knowles • 3 min read • Wed, 28th Feb 2024

Stories from Other Regions

Service Cloud stories

Lion Parcel partners with Salesforce to boost AI-driven service
Digital Transformation

Lion Parcel partners with Salesforce to boost AI-driven service

Lion Parcel partners with Salesforce to enhance customer service using generative AI, reducing case resolution times by 73%.

By Melania Watson • 3 min read • Tue, 16th Jul 2024
Salesforce expands product availability on AWS Marketplace in Australia
Marketing Technologies

Salesforce expands product availability on AWS Marketplace in Australia

Salesforce extends its product availability on the AWS Marketplace to Australia, streamlining procurement and billing, and boosting operational performance through pre-approved budgets.

By Kaleah Salmon • 3 min read • Tue, 16th Apr 2024
Australia Post signs digital transformation deal with Salesforce
Customer Relationship Management

Australia Post signs digital transformation deal with Salesforce

Australia Post partners with Salesforce for a comprehensive digital transformation strategy, aiming to improve customer service across all sectors with AI integration.

By Sean Mitchell • 3 min read • Thu, 29th Feb 2024