Agentforce 360 & the rise of the agentic enterprise

Why this matters for enterprise digital transformation

Enterprises today confront three inter-linked imperatives: enhancing customer-experience (CX), driving productivity and ensuring data governance. With “agentic” automation now front and centre, Salesforce positions its platform for the next generation of CRM and digital transformation.

By embedding intelligent agents into workflows, dashboards and collaboration tools, Salesforce is helping large organisations move beyond pilot automation projects towards scaled, trusted, enterprise-grade AI. Key requirements: unified data, AI that acts (not just suggests) and a platform that supports cross-cloud orchestration (Sales, Service, Marketing, Commerce).

Top features announced at Dreamforce 2025

Here are the major highlights of the feature announcements, along with how they were positioned by Salesforce.

Agentforce 360 Platform

Salesforce introduced Agentforce 360 as the foundation layer for building, deploying and governing AI agents across the enterprise.

Key capabilities:

• Agentforce Builder: a conversational builder workspace where teams define agents using natural language.
• Agentforce Voice: voice-enabled agents integrated into contact centre workflows (e.g., Amazon Connect, Five9) so that voice becomes a first-class channel.
• Hybrid Reasoning & Agent Script: combining deterministic workflows with LLM-based reasoning to govern agents’ behaviour and logic.
• Observability & governance: dashboards that monitor agent reasoning, compliance, data lineage and decision-paths.

Salesforce CEO Marc Benioff said:

“We’re entering the age of the Agentic Enterprise where AI elevates human potential like never before.”

Data 360: the unified data layer

Agentforce 360 is tightly integrated with Data 360 (formerly known as Data Cloud), which serves as the trusted, intelligent backbone of Salesforce’s agentic vision.

Notable enhancements:

• Intelligent Context: enabling agents to reason over structured and unstructured content (PDFs, diagrams, spreadsheets) to deliver business-relevant insights.
• Semantic data model (Tableau Semantics, Customer 360 semantic layer): Ensuring consistent metrics, language and definitions across sales, service, marketing and commerce.
• Secure, governed data architecture: emphasising trust, auditability and readiness for regulated industries.

 Slack as the agentic OS

Salesforce repositioned Slack as the “Agentic Operating System”, the front-door where humans and intelligent agents collaborate in the flow of work.

Highlights:

• Conversational interface: employees can ask natural-language questions inside Slack that invoke CRM data, workflows or agents (rather than switching apps).
• Multi-agent collaboration: multiple agents working concurrently in Slack channels (e.g., marketing agent, service agent, sales agent) and triggering cross-system actions.
• Model Context Protocol (MCP): enabling interoperability between agents and third-party models (e.g., OpenAI, Anthropic) so Slack becomes the cohesive workspace. 

Vertical & cloud-specific enhancements

Beyond platform-level innovation, Salesforce announced updates across Sales Cloud, Service Cloud, Marketing Cloud, Commerce Cloud (now agent-centric) and Field Service.

Examples:

• Agentforce Sales (formerly Sales Cloud): AI-powered lead qualification, next-best-action suggestions, quoting automation.
• Agentforce Service (formerly Service Cloud): “Command Centre” for service leaders; self-service conversational portals; real-time monitoring of sentiment & volume.
• Agentforce Marketing: Journey orchestration with AI, two-way conversational campaigns, multichannel personalization. 
• Agentforce Commerce: Guided shopping, conversational checkout, unified e-commerce and commerce service experiences.

What business leaders should focus on

From a digital transformation standpoint (which aligns with your role as Brand Director / Customer Experience Director), here are the key strategic takeaways and recommended actions.

Shift from “AI Assistants” to “AI Agents”

The paradigm is shifting: instead of AI simply assisting humans (co-pilot), enterprises must consider agents that act, decide and collaborate. That means moving from incremental automation to embedded, workflow-centric AI.

Data & trust are differentiators

As Salesforce itself emphasised: without trusted, unified data, agents cannot scale effectively.

Speed, agility & cross-function orchestration

With low-code/no-code builders like Agentforce Builder and conversational UIs, the barrier to deploy agents is lower. But the business value depends on cross-team orchestration (marketing + sales + service + commerce) rather than isolated projects.

H3: Human + Agent Collaboration

Agents don’t replace humans. Salesforce’s message is clear: agents elevate humans.

Platform Strategy & Ecosystem

With Agentforce 360 + Data 360 + Slack + data partnerships (OpenAI, Anthropic) the ecosystem becomes richer. For large companies with complex stacks, thinking about interoperability, vendor lock-in, and strategic alignment is crucial.

Key Quotes & Customer Stories

• “We generated 25 % to 30 % efficiency. We have already rolled out Agentforce in more than 1.5 million stores globally”, PepsiCo, as cited in Salesforce’s Five Takeaways.
• “One secret is, no matter what company you are … everyone feels like, ‘Boy, my data is such a mess…’ Instead of pre-emptively cleaning data … just get started on the application and then let that pull your data architecture forward”, Andrew Ng (session at Dreamforce 2025).
• “Agentforce 360 connects humans, agents and data on one trusted platform, helping every employee and every company achieve more than they ever thought possible”, Marc Benioff

Next steps for 2026 planning

Dreamforce 2025 signalled that Salesforce is no longer just evolving CRM. It is redefining how the enterprise operates in the age of AI. For organisations ambitious about digital transformation, this moment offers a pivot: embed intelligent agents, unify data, re-imagine workflows and orchestrate across functions.

In your role supporting C-suite leaders in Asia, the message to clients is clear: the time for experimentation is over. Now is the time for trusted, agentic automation at scale. Pilot strategically, measure impact, scale responsibly and embed governance.