Salesforce, the world’s leading AI CRM, has officially announced the general availability of Agentforce 360, the platform built to connect humans and AI agents in one trusted system. This move promises to transform how businesses operate, delivering a new level of intelligence and speed that empowers every employee and elevates every customer interaction.
What is the Agentic Enterprise?
The Agentic Enterprise represents a fundamental shift in how work gets done. It’s a model where AI elevates people, rather than replacing them.
Imagine an organization where:
- Sales leads are never missed.
- Customer service never sleeps.
- Every employee has a constant, intelligent AI partner to help them move more efficiently and make better decisions.
This 24/7 intelligence leads to a new era of productivity, deeper customer connections, and unparalleled growth. Agentforce 360 is the platform that makes this vision a reality, empowering every employee and ensuring every customer-facing moment delivers more value.
The Journey to Agentforce 360: A Year of Innovation
Agentforce 360 is the result of a year-long history of iterations:
- Agentforce (October 2024): Introduced the initial enterprise AI agent platform.
- Agentforce 2 (December 2024): Improved the Atlas Reasoning Engine for more predictable and grounded results.
- Agentforce 2dx (March 2025): Enabled agents to be embedded in any workflow (proactive, triggered, cross-functional).
- Agentforce 3 (June 2025): Delivered enhanced interoperability and governance, preparing enterprises for massive scale.
Agentforce 360: Four Essential Ingredients
Agentforce 360 uniquely integrates four core ingredients that are vital for building a trusted Agentic Enterprise:
- Agentforce 360 Platform: The robust foundation for enterprise-grade AI agents, now featuring a new conversational builder and a powerful hybrid reasoning engine for control and accuracy, and voice capabilities.
- Data 360: The single, trusted, and unified data layer that gives every agent the rich context they need. With innovations like Intelligent Context and Tableau Semantics, organizations can transform all their data, even unstructured content, into comprehensive insights for AI.
- Customer 360 Apps: This is your company’s institutional memory and business logic (how you market, sell, and serve). AI agents leverage this deep knowledge to understand every process and customer from the inside out.
- Slack: The conversational interface where your people and AI agents seamlessly work together, connecting knowledge, actions, and data in real-time.
This integrated approach ensures your agents are grounded in governed, trusted data and work across teams and workflows, leveraging all your existing processes and data infrastructure.
What’s New: Agentforce 360 Advanced Capabilities
Agentforce 360 delivers the most advanced capabilities yet for building, deploying, and governing secure, enterprise-grade AI agents.
Agentforce Platform
The platform now provides the most dependable and accessible agents, designed to reason, act, and collaborate alongside your team.
- Agentforce Builder: Design, test, and deploy agents using just natural language in a new conversational development studio—no manual configuration required.
- Agentforce Voice: A native voice layer that transforms outdated IVR systems into natural, real-time conversations with deep Salesforce integration.
- Hybrid Reasoning & Agent Script: Combines flexible LLM reasoning with deterministic workflows for both precision and adaptability. Developers can define logic, guardrails, and tool use using Agent Script, powered by the configurable Atlas Reasoning Engine.
- Agentforce Vibes: Extend your low-code capabilities into AI, allowing you to “vibe-code” apps directly grounded in your company’s data and governance.
- Observability: New dashboards to monitor agent reasoning, accuracy, and compliance.
Data 360
- Intelligent Context: Agents can access and process unstructured content like diagrams or PDFs to guide users through complex tasks such as troubleshooting or analysis.
- Tableau Semantics: This breakthrough translates data into universal business language, ensuring everyone uses consistent metrics across clouds via the Customer 360 Semantic Data Model (SDM). Salesforce is partnering with industry leaders like Databricks and Snowflake to standardize semantics across platforms.
Customer 360 Apps
Conversational agents are now embedded directly within your workflows, acting on your behalf:
- Agentforce Sales: Automated prospecting, qualification, and quoting.
- Agentforce Marketing: Builds and launches campaigns, journeys, and assets autonomously.
- Agentforce Service: Powers the Command Center 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 through agentic quoting, billing, and consumption management.
- Agentforce Commerce: Helps increase shopper conversion and grow cart size through conversational, guided shopping experiences and checkout.
- Agentforce IT Service: Ends the old “portal-to-ticket” era by deploying specialized agents to deliver 24/7 conversational resolutions where employees work, including Slack.
- Agentforce 360 for Industries: Provides faster time-to-value with pre-built, industry-specific solutions like Agentforce Life Sciences and Agentforce Manufacturing.
Slack
Slack becomes the ultimate system of engagement, connecting people, agents, and data seamlessly:
- Slack-First Apps: Surface insights and complete actions from apps like Agentforce Sales and IT Service without ever leaving your Slack channel.
- Channel Expert Agent: Provides always-on expertise inside channels, grounded in real-time enterprise knowledge.
- Enterprise Search: Natural language answers spanning Google Drive, GitHub, Jira, and more.
- Reimagined Slackbot: Your new context-aware assistant for writing help, message summaries, and taking huddle notes.
- Model Context Protocol (MCP): Integrate third-party AI models like Anthropic and OpenAI using new APIs for real-time knowledge and automation flows.
Know more here
Learn more: Agentforce 360
Final Thoughts
Agentforce 360 is more than just a product launch; it represents a foundational shift in how enterprises operate and grow. By giving every employee an intelligent, trusted partner, Salesforce is setting the stage for a new era where business is faster, smarter, and infinitely more connected. Get ready to embrace the Agentic Enterprise and unlock unprecedented potential.
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Mayank Sahu
I’m a Salesforce enthusiast passionate about CRM solutions, automation, and integrations. As a continuous learner, I stay updated with the latest Salesforce trends, tools, and innovations to share valuable insights and best practices. My goal is to help businesses and professionals maximize their Salesforce potential through actionable tips, industry updates, and strategic guidance.
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