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Knowledge Management: How To Retain Agent Expertise If They Leave

Salesforce Marketing Cloud

You likely have FAQs and knowledge base articles to guide your contact center agents and field service technicians, but how often is that information updated? Which topics are simply not documented at all? It includes FAQs, guidelines, and documented procedures, like how to handle a service outage. How much of it is duplicative?

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Rethinking content governance in the era of generative AI

Martech

CRM and marketing automation platform (MAP) vendors are embedding genAI capabilities into their existing applications, and so are Microsoft and Google in their general-purpose productivity suites, Office and Workspace. This functionality is widely accessible in beta releases, even their free CRM options. That’s changing rapidly.

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How To Unlock the Power of Generative AI Without Building Your Own LLM

Salesforce Marketing Cloud

Everyone wants generative AI applications and their groundbreaking capabilities, such as creating content, summarizing text, answering questions, translating documents, and even reasoning on their own to complete tasks. Should you train your own LLM? Customize a pre-trained open-source model? But where do you start?

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How Generative AI is Revolutionizing Application Development

Salesforce Marketing Cloud

However, foundation models, such as OpenAI’s GPT-4 and Google’s BERT, may not always have access to the information they need to perform the tasks that were previously handled by traditional applications. They don’t have access to current data or private data that they were not trained on.

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Build, Test, and Ship Your AI App — A Roadmap for IT Managers

Salesforce Marketing Cloud

Get IT articles selected just for you, in your inbox Sign up now 2. Document your app using model cards or system cards to provide transparency to users on the intended uses, performance, and specific ethical concerns and guardrails you provide. If you are creating generative AI apps, your LLMs will train on the data you feed them.

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Marketo’s August releases: A manager’s guide

Martech

It’s called on Google to help. Limit nefarious bot activity with Google v3 CAPTCHA integration. To address the issue, Marketo is releasing a new integration with Google reCAPTCHA v3. form stuffing and fraudulent log-ins) according to Google. Read more: Check out the article for a deep dive into this feature.

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Best Sales Productivity Tools for High-Performing Teams

PureB2B

The majority of their time goes to non-revenue generating tasks like admin work, updating their CRM, updating sales assets, or spending time in meetings. In this article, I'm going to walk you through what sales productivity tools are, and show you some of the best ones on the market right now. Document and Asset Sharing.

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