Salesforce elevates human potential in age of AI with Agentforce 360

Salesforce Chair and CEO Marc Benioff announces the launch of Agentforce 360 at Dreamforce 2025 in San Francisco this week

• Introduces world’s first platform designed to connect humans and AI agents in one trusted system — empowering every employee to achieve more, every customer-facing moment to deliver more, and every company to operate with unprecedented intelligence and speed

Salesforce, the world’s No. 1 AI CRM, this week announced the general availability of Agentforce 360, the culmination of a year of transformation, redefining how work gets done in the age of AI.

While others are just beginning to showcase what’s possible with agentic AI in the enterprise, Salesforce has spent the past year delivering it — with four major releases, thousands of customer deployments, and Salesforce itself as Customer Zero, proving how the Agentic Enterprise comes to life.

The Agentic Enterprise represents a new model for work — where AI elevates people rather than replacing them. In an Agentic Enterprise, every team operates with 24/7 intelligence: sales leads are never missed, service never sleeps, and every employee has an AI partner that helps them move faster and make smarter decisions. The result is a new era of productivity, customer connection, and growth.

The new solution was announced at the Dreamforce 2025 in San Francisco and Salesforce Chair and CEO Marc Benioff said: “We’re entering the age of the Agentic Enterprise — where AI elevates human potential like never before. Agentforce 360 connects humans, agents, and data on one trusted platform, helping every employee and every company achieve more than they ever thought possible.”

He said none of this would be possible without the foundation Salesforce has built as the world’s most trusted customer platform. The very technology that has powered CRM, automation, and analytics now powers AI agents capable of turning every workflow into intelligence, every employee into a multiplier, and every customer interaction into a moment of impact.

Over the past 12 months, Salesforce has worked shoulder-to-shoulder with thousands of customers, advancing Agentforce through four major releases that paved the way for this week’s launch of Agentforce 360:

nAgentforce (October 2024): Introduced the first enterprise AI agent platform.

nAgentforce 2 (December 2024): Improved the Atlas Reasoning Engine for more predictable, grounded results.

nAgentforce 2dx (March 2025): Enabled agents to be embedded in any workflow — proactive, triggered, and cross-functional.

nAgentforce 3 (June 2025): Delivered enhanced interoperability and governance, preparing enterprises for scale.

These milestones have led to Agentforce 360, which transforms Salesforce beyond CRM — where agents don’t just serve customers, but also empower employees, streamline operations, and collaborate with other agents.

Agentforce 360 uniquely brings together the four ingredients of an Agentic Enterprise:

nAgentforce 360 Platform: The foundation for enterprise-grade AI agents, now featuring a new conversational builder, hybrid reasoning for greater control and accuracy, and voice capabilities.

nData 360: The trusted, unified data layer that gives every agent context. With innovations like Intelligent Context and Tableau Semantics, companies can turn unstructured data and analytics into rich context and understanding for AI.

nCustomer 360 Apps: The business logic and institutional memory of every enterprise — capturing how it sells, serves, markets, and operates — now brought to life through AI agents that deeply understand every customer and process from the inside out.

nSlack: The conversational interface for humans and agents to work together, connecting knowledge, actions, and data in real time.

This uniquely integrated approach enables businesses to deploy agents that are grounded in governed, trusted data; work across teams and workflows; collaborate with humans and other agents directly in Slack; and leverage existing processes, business logic, and data infrastructure. And with its open ecosystem, partners extend Salesforce’s technology into every industry with tailored solutions and services.

Agentforce 360 isn’t another AI pilot — it’s already reshaping work inside Salesforce and across industries. Internally, Salesforce uses Agentforce 360 to handle routine tasks across sales, IT, and support, elevating employees to focus on strategy, creativity, and customer relationships.

Agentforce 360 introduces the most dependable and accessible agents yet — designed to reason, act, and collaborate alongside people.

Agentforce Builder: A new conversational development studio that lets teams design, test, and deploy agents using natural language — no manual configuration required.

Agentforce Voice: A native voice layer that transforms IVR systems into natural, real-time conversations with low-latency transcription, realistic speech synthesis, and deep Salesforce integration. Voice is compatible with leading enterprise CCaaS partners such as Amazon Connect, Five9, NiCE, and Vonage.

Hybrid Reasoning and Agent Script: Combines deterministic workflows with flexible LLM reasoning for precision and adaptability. Developers can define guardrails, tool use, and logic using Agent Script, powered by the configurable Atlas Reasoning Engine.

Agentforce Vibes: Extends low-code development to AI, letting builders “vibe-code” apps grounded in company data and governance.

Observability: New dashboards help teams monitor reasoning, accuracy, and compliance — improving reliability over time.

Data 360 now activates a company’s data — structured or unstructured — to give every agent business context and personalisation.

Intelligent Context: Enables agents to access unstructured content like PDFs or diagrams to guide users through real tasks, such as troubleshooting or analysis.

Tableau Semantics: Translates data into business language and ensures consistent metrics across clouds through the Customer 360 Semantic Data Model (SDM). With partners Databricks, dbt Labs, and Snowflake, Salesforce is enabling standardised semantics across platforms.

Customer 360 apps: Agents in the flow of workSalesforce apps now embed conversational agents that act directly in business workflows.

Agentforce Sales: Automates prospecting, qualification, and quoting with next-best actions.

Agentforce Marketing: Builds and launches campaigns, journeys, and assets autonomously.

Agentforce Service: Powers the Command Centre for Service for proactive, always-on support.

Agentforce Field Service: Automates scheduling, integrates live maps via Esri, and enables hands-free data capture with Voice to Form.

Agentforce Revenue Management: Drives predictable growth with AI agents that empower sales, ops, and billing teams with agentic quoting, agentic billing, and consumption management.

Agentforce Commerce: Helps increase shopper conversion and grow cart size with conversational, guided shopping experiences and checkout.

Agentforce IT Service: Helps reduce IT costs and boost employee productivity by ending the portal-to-ticket era and deploying specialised AI agents to deliver 24/7 conversational resolutions everywhere employees work, including Slack and Microsoft Teams. Customers can benefit from 100+ pre-built connectors, integrations, and workflows from partners including Box, CrowdStrike, Google, IBM, Okta, Oracle Netsuite, Workday, and Zoom.

Agentforce 360 for Industries: Delivers faster time to value for every industry with new pre-built, industry-specific solutions like Agentforce Life Sciences, Agentforce Public Sector, and Agentforce Manufacturing.