At its annual Dreamforce conference in San Francisco, Salesforce announced several new products and services, including Einstein Voice Assistant.

Salesforce launches Service Cloud Workforce Engagement, aims to improve forecasting Contact center agents are often siloed into communication channels.

Clara Shih has rejoined Salesforce as its CEO of Service Cloud, its biggest cloud, which grew 20% last quarter.

Exec Clara Shih explains how Salesforce has redesigned its customer service tools to help clients meet changing customer expectations.

Salesforce is consolidating its small business efforts such as Salesforce IQ CRM and Desk.com into Sales Cloud Essentials and Service Cloud Essentials, respectively.

Salesforce is offering Service Cloud bots, or customers can plug in a third-party bot to communicate via automated interactions in messenger clients.