Salesforce Unveils Agentforce 360 Globally

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With Agentforce 360, Salesforce aims to fuse human teams, AI agents, and enterprise data on one unified stage.

Salesforce launched Agentforce 360 in markets around the world. It marks a turning point in how enterprises might adopt AI-assisted workflows. Overall, the Agentforce 360 platform is built to bring together humans, agents, and data into a single trusted system to augment work in sales, HR, IT, and beyond. Salesforce 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.”

What Makes Agentforce 360 Stand Out

At its core, Agentforce 360 is meant to be the bedrock of what Salesforce calls the “Agentic Enterprise.” The platform comprises four interlocking layers:

1. Agentforce 360 Platform: The engine for AI agent creation, now bolstered by new conversational design tools, voice support, and hybrid reasoning.

2. Data 360: A unified, governed data layer that gives agents context. It uses features like Intelligent Context and Tableau Semantics to turn raw data and analytics into understanding.

3. Customer 360 Apps: The operational logic of ERP, marketing, sales, and service workflows, now empowered to work with agentic reasoning.

4. Slack integration: Slack becomes the conversational gateway for humans and agents to interact, extract insights, and take action in one interface.

Together, the stack lets agents act within governed boundaries, collaborate with people, connect across workflows, and respect enterprise logic and data. It’s an audacious integration of AI woven through business functions.

Real Use Cases, Big Claims

Agentforce 360 already claims traction: 12,000 customers, including Reddit, OpenTable, and Adecco. At Reddit, the platform reportedly deflected 46% of support cases and slashed resolution time from 8.9 minutes to 1.4 minutes. For Adecco, AI agents handled 51% of candidate interactions during off-hours.

Further, OpenTable saw 70% of diner and restaurant support queries resolved autonomously. These case studies suggest the system is more than a pilot play; it’s already in action. Inside Salesforce itself, the platform is being used across sales, IT, and support, freeing employees from repetitive tasks so they can focus on creativity, relationships, and strategy.

New Tools & Capabilities of Agentforce 360

One highlight is Agent Script, a prompting engine (entering beta in November) that lets organizations program agents using “if/then” logic. The idea is to grant agents flexibility in ambiguous scenarios without losing predictability.

Another is Agentforce Builder, set to ship also in beta this November. From a single interface, users will be able to build, test, and deploy agents. Next, Agentforce Vibes, a low-code app-coding tool, already made headlines earlier this month for enabling contextual, data-grounded microapps.

Salesforce also announced expanded Slack integration: core Agentforce apps, including for sales, IT, HR, and service, will begin surfacing directly within Slack this month. Over the next year, more capabilities will roll out natively in Slack-centric workflows.

Challenges & the Road Ahead for Salesforce’s Agentforce

Even with the bold rollout, Salesforce faces risks. The enterprise market is crowded with AI offerings, and organizations often hesitate when gauging ROI or navigating complexity. Observers have flagged “decision fatigue” among clients inundated with AI choices.

Additionally, building trust is imperative, as agents operating in real business workflows must be reliable, transparent, compliant, and safe.

That said, Salesforce offers a stake in a vision: its CRM roots are evolving into becoming the operating system for agentic, AI-enhanced enterprises. If successful, Agentforce 360 could redefine what it means to work in a symphony of humans and AI.