Salesforce Unveils Agentforce 360: Ushering in the 'Agentic Enterprise' Era

Reviewed byNidhi Govil

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Salesforce announces Agentforce 360, a comprehensive AI agent platform, at Dreamforce 2025. CEO Marc Benioff hails the arrival of the 'agentic enterprise', emphasizing AI's role in elevating human workers rather than replacing them.

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Salesforce Unveils Agentforce 360 at Dreamforce 2025

Salesforce, the customer relations management giant, has announced its latest AI agent platform, Agentforce 360, at its annual Dreamforce conference in San Francisco. The unveiling comes as competition in the enterprise AI market intensifies, with Salesforce positioning itself at the forefront of what CEO Marc Benioff calls the 'agentic enterprise' era

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Key Features of Agentforce 360

Agentforce 360 introduces several new capabilities:

  1. Agent Script: A beta tool allowing users to program AI agents for more flexible responses to 'if/then' situations

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  2. Agentforce Builder: A unified platform for building, testing, and deploying AI agents

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  3. Enhanced Slack Integration: Salesforce's core apps will surface directly in Slack, with plans to expand through early 2026

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The platform also incorporates 'reasoning' models powered by Anthropic, OpenAI, and Google Gemini, claiming to enable more thoughtful responses from AI agents

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Strategic Partnerships and Integrations

Salesforce has announced expanded partnerships with key AI players:

  1. OpenAI: Agentforce 360 will be accessible within ChatGPT, while OpenAI's latest models will be available in Agentforce 360

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  2. Anthropic: Collaboration to tune Claude for regulated industries like financial services

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  3. Stripe: Development of an Instant Checkout integration using the new Agentic Commerce Protocol (ACP)

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The 'Agentic Enterprise' Vision

Benioff emphasized that AI should elevate human workers rather than replace them. He stated, "AI doesn't replace people, it elevates them," positioning Salesforce's approach in contrast to companies touting AI as a worker replacement tool

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Market Impact and Challenges

Despite Salesforce's ambitious vision, the company faces challenges:

  1. Salesforce stock has declined by 28% year-to-date, with investors seeking faster revenue growth

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  2. A recent MIT study found that 95% of enterprise AI pilots fail before reaching production

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  3. AI agents still have high failure rates, with Williams Sonoma expecting to resolve only 60% of chat inquiries autonomously using Agentforce 360

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Industry Adoption and Results

Salesforce claims 12,000 customers for Agentforce, including notable companies like Reddit, which reported significant improvements in customer service efficiency

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. However, the overall impact remains to be seen, with Morgan Stanley analysts noting that Agentforce revenue has been "modest" so far

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Future Outlook

As Salesforce continues to develop its AI offerings, the company is investing in education and AI literacy, committing $30 million as part of its 1% pledge

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. The success of Agentforce 360 and the 'agentic enterprise' concept will likely depend on how effectively these tools can be integrated into existing business processes and demonstrate tangible value to enterprises still cautious about AI investments.

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