On March 26th, Madrid became the epicenter of a key conversation for the Salesforce ecosystem: how do we evolve Service in a world driven by artificial intelligence, data, and rising customer expectations?
The Agentforce Service Summit, hosted by Salesforce, brought together those leading this transformation. At Cloudgaia, we joined not only as a proud sponsor but as an active participant—connecting with industry leaders, learning from real-world experiences, and reaffirming our mission as a strategic partner in the region.
As a Salesforce Summit Consulting Partner, we brought our vision to the event: that technology only becomes truly transformative when it’s combined with knowledge, empathy, and the execution power of the people behind it.
The day began with a key presentation: the potential of Agentforce Service Agent, Salesforce’s new AI-powered agent designed to accelerate Service, personalize every interaction, and empower agents with real-time information. The session featured Elena Vicente, Senior Product Manager at Salesforce, and Roberto Rodríguez, Customer Care Manager at Movistar Plus+, who shared how the company is already transforming its operations through this solution.
A day to reimagine Service
Two parallel sessions explored core areas of Service strategy. One focused on how Agentforce helps deliver personalized, seamless, and consistent experiences across all Service channels—enhancing every interaction from first contact to resolution. The other looked at how AI is transforming Field Service and Asset Maintenance, helping organizations optimize complex processes and reduce operational errors.
The day also featured a live demo showing how easy it is to configure a fully personalized AI agent with Agentforce—in just 30 minutes. A clear demonstration that innovation can be both fast and effective.
The Agentforce infrastructure powering the future of Service
The summit provided the perfect opportunity to dive into the full capabilities of Agentforce, Salesforce’s approach to building intelligent, scalable, customer-centric Service experiences.
This complete and flexible infrastructure combines:
- Einstein Copilot, an AI assistant that supports agents in real time with automated answers and personalized suggestions
- Conversational bots, delivering 24/7 support without friction
- Data Cloud, which unifies customer data into a single, real-time view
- Automated Workflows, accelerating case resolution with minimal manual input
- Field Service, enabling precise and efficient field operations
- Einstein for Service Analytics, providing visibility and actionable insights to drive smarter decisions
The combination of human expertise and AI agents simplifies Service, reduces response times, and enhances the overall customer experience at every touchpoint.
Here are a few snapshots from the Agentforce Service Summit that capture the spirit of the day.
Want to keep exploring how Agentforce is reshaping the future of AI strategy in Salesforce? Don’t miss our blog post: AI Agents: Myths vs. Realities. How Agentforce Transforms Your Salesforce AI Strategy — where we dive into common assumptions, truths, and opportunities around this innovative solution.
At Cloudgaia, we’re proud to have taken part in an event that brought together so many professionals with a shared mission: turning Service into a competitive advantage powered by technology, empathy, and forward-thinking.
Thank you to the Salesforce team for making this possible, for including us as a partner, and for creating spaces that inspire, connect, and elevate the entire community. The future of Service is being shaped today—and we’re proud to be walking that path alongside those who are leading it.
