Skillsoft and Salesforce partner

Organisations using Salesforce can enable their support teams to develop critical communication skills with Skillsoft CAISY.

  • Sunday, 15th June 2025 Posted 1 month ago in by Phil Alsop

Skillsoft has formed a partnership with Salesforce to bring Skillsoft CAISY™ agent actions to Agentforce and the Salesforce ecosystem, transforming how organisations upskill and reskill their customer support teams at scale. This new partnership will enable organisations to gain deeper visibility into team performance, accelerate frontline workforce development through AI-powered learning, and drive measurable improvements in customer service quality and satisfaction.

Customer expectations are evolving rapidly. According to Salesforce, 80% of customers say the experience a company provides is equally important as its products and services. However, many support teams are underprepared: while 59% of service decision-makers identify upskilling customer-facing talent as a high priority, 70% still report moderate to major service challenges due to underskilled staff. The new Skillsoft CAISY™ offerings for the Salesforce ecosystem will address this gap by providing interactive, AI-powered coaching environments where organisations and their support teams can simulate and practice high-stakes customer conversations, receive real-time feedback, and strengthen critical power skills like communication, empathy, and problem-solving – all without disrupting daily workflows.

“Exceptional customer service does not happen by chance – it is the result of consistent practice, feedback, and development. Too often, support teams lack access to the kind of training that effectively prepares them for the real-world conversations they face every day,” said Apratim Purakayastha, General Manager, Talent Development Solutions, Skillsoft. “Our work with Salesforce will bring the transformative learning experience of CAISY™ directly into the tools customer-facing teams use every day, helping organisations strengthen relationships, improve performance, and turn their support function into a competitive advantage.”

“We are excited for Skillsoft to bring its industry-leading enterprise learning solutions to Salesforce, delivering real-time AI training for organisations and their customer service teams exactly when they need it,” added Tyler Carlson, SVP, Head of Product, AppExchange and Ecosystem, Salesforce. “Having Skillsoft CAISY™ within Salesforce will unlock the next evolution of how humans and AI agents, together, deliver quality training and great customer experiences at scale.”

New Skillsoft Apps for the Salesforce Ecosystem

Skillsoft CAISY™ for Agentforce on AgentExchange

Integrated into Agentforce, Salesforce’s digital labour platform, this agent action will enable organisations to assess real customer interactions using Skillsoft’s custom conversation rubrics. Support teams receive actionable performance scores and real-time AI coaching recommendations, while managers gain greater visibility into skill gaps and opportunities for growth, resulting in faster feedback loops, more consistent service standards, and more effective team development.

Skillsoft CAISY™ for AppExchange

Designed to support learning in the flow of work, this app will enable support teams to access interactive, AI-powered practice scenarios, ranging from “Dealing with an Irate Customer” to “Navigating a Refund Request” directly within Salesforce. Teams will engage in realistic customer interactions customised to their organisation’s toughest support cases, receiving instant feedback and targeted coaching to strengthen power skills critical to customer-facing roles.  

Zoho unveils AI Model: Zia LLM

Posted 3 days ago by Aaron
Zoho Corporation introduces Zia LLM and innovative AI tools, marking a new era in contextual AI technology.
HackerOne launches its AI agent, Hai, on AWS Marketplace, enhancing processes and security for faster vulnerability resolution and improved...
Totalmobile partners with Coates to optimize operational efficiency through an innovative platform.
xtype unveils a platform to bridge governance gaps in ServiceNow, enhancing compliance and efficiency for enterprises.
IFS appoints Kriti Sharma as CEO of Nexus Black to spearhead innovative, agentic AI solutions for asset-intensive industries.
Bitdefender earns Visionary status in Gartner's 2025 Magic Quadrant for Endpoint Protection Platforms for the third consecutive year.
Assured Data Protection partners with AVANT to enhance market reach, offering Rubrik and Nutanix technologies through the TSD model.
Rubrik announces new cybersecurity services expanding data protection for Amazon DynamoDB and Amazon RDS for PostgreSQL.