MyDataWork POV — Salesforce's acquisition of Cresta is a smart move for those deeply embedded in customer service ecosystems. By integrating Cresta's voice agents and conversation intelligence, Salesforce fills a critical gap in understanding customer interactions. However, if your focus is outside customer service, this development might not move the needle for you. The real value here is for teams already leveraging Salesforce's customer context but lacking a nuanced view of conversational dynamics. It's a targeted enhancement, not a universal upgrade.