The Era of Salesforce Agentforce 360

It’s been three months since Salesforce unveiled Agentforce 360 at Dreamforce ’25, marking the fourth major upgrade in its first year. Yet, surprisingly, many people still don’t fully understand what Agentforce 360 really is.

At Dreamforce, Agentforce appeared everywhere, across keynotes, product launches, and nearly every Salesforce cloud. What began as a powerful AI capability suddenly seemed to sit at the center of Salesforce’s entire platform strategy.

This raised a common question across the ecosystem:
Is Agentforce 360 a new product, or is it something bigger?

Let’s break it down.

What Is Agentforce 360?

Agentforce 360 isn’t just another Salesforce product, but a complete portfolio of AI that brings together employees, AI agents, data, and apps on one trusted platform.

Think of it as Agentforce everywhere, across every Salesforce cloud (sales, service, marketing, etc.) and workflow. It gives AI agents the context they need to act just like real human agents.

The aim behind this is to create Agentic Enterprises, where humans and AI work side by side and make smarter decisions, serve customers faster, and run operations more efficiently.

The technology behind it is the same as Agentforce. To see what’s under the hood, check this blog, which explains how Agentforce works

How did Agentforce unfold into Agentforce 360?

During the launch of Salesforce Agentforce AI, it was initially introduced as an AI-driven capability that was designed to help users execute tasks more efficiently. At the start, the focus was limited only to enabling intelligent agents to assist within specific workflows.

Over the next year, it evolved. With each announcement, Agentforce 2, 2DX, and 3, Salesforce expanded it. Agents became more context-aware, more capable of reasoning across data, and better integrated with core Salesforce products.

By the time Agentforce 360 was announced, it was no longer a single product capability. It matured into something broader: an AI foundation designed to operate across Salesforce clouds and industries.

What Are The Core Elements of Agentforce 360

1. Agentforce 360 Platform: 

This is the agentic foundation. It’s where AI agents are built, deployed, and managed. Governance, security, and enterprise-grade development tools are part of the platform, allowing agents to operate safely across business processes.

2. Data 360: 

Often referred to as Data Cloud, this layer unifies customer and business data. Structured and unstructured sources like PDFs, tables, images, flowcharts, all these provide agents with real context. That context is what allows AI to move from automation to informed decision-making.

3. Customer 360 apps: 

This includes Salesforce’s product suite, including Sales, Service, Marketing, Commerce, IT, Industry Clouds, and Slack. These applications are now infused with AI agents, embedding intelligence directly into the tools teams already use.

Capabilities That Power Agentforce 360 

According to a survey with 150 CEOs, 58% expect AI agents to have a bigger impact on business than both the internet and cloud computing.

Not to forget that Agentforce is the most successful and profitable innovation of Salesforce to date.

The reason behind the success isn’t the AI hype; it’s the capabilities it brings. Let’s take a closer look at them.

1. AI working with humans:

Salesforce Agentforce AI is designed to support human agents, not replace them. Instead of operating in limited areas, agents are embedded directly into everyday workflows where teams already work.

2. Trust with every action:

Enterprise-level security and governance are built into every interaction. Every action taken by these AI agents is transparent and auditable, making Agentforce AI agents safe to deploy and scale across the enterprise.

3. Shared context across the business:

With Data at its core, the Agentforce AI Agents operate on real data of the business and the customer. This context allows AI agents and employees to act with the same complete understanding.

4. Cross-team collaboration:

Since Agentforce is now unified, it connects teams across every department, whether it's Sales, Service, Marketing, and IT. With Slack as the collaboration layer, humans and AI agents work together in real time.

Apart from these 4 core capabilities, Agentforce 360 also extends into voice-based interactions through Agentforce Voice. This allows AI agents to operate across web and mobile channels.

Build your first AI agent using Agentforce for free

Salesforce provides a free way to use Agentforce AI Agents. This option is available only to Sales or Service Cloud customers on the Enterprise edition or higher. If you meet the eligibility criteria, you can build your first AI agent using Agentforce.

With Foundations, you can:

• Build AI assistants for sales, service, and admin tasks.

• Use prebuilt skills: Service Agent, SDR Agent, Sales Coach.

• Play with 1,000 conversation credits + 200,000 Einstein Requests.

How to start:

1. Sign up for Salesforce Foundations (new or existing customers).

2. Activate Agentforce; make sure Einstein Generative AI is on.

3. Connect your data so AI agents have the context they need.

Quick, simple, effective. Employees start collaborating with AI almost immediately.

For advanced use cases and large deployments, Agentforce offers flexible paid pricing models. For more information, read this Agentforce pricing guide.

What’s New in Salesforce 2026?

Last year marked a clear shift for Agentforce. Enterprises didn’t just test AI agents; they started using them in real workflows.

That readiness is hard to ignore. In fact, in a Salesforce survey with CEOs, 99% said they are prepared to integrate digital labor into their businesses. This clearly reflects that AI agents are no longer a future idea; they’re moving into execution.

With this momentum, Salesforce is expected to double down on Agentforce in 2026. Their focus will be on expanding Agentforce across clouds while strengthening governance and trust for enterprise businesses.

As with previous platform shifts, this time the growth won’t rely on product updates alone. Salesforce has a long history of accelerating innovation through acquisitions, and those investments are already improving the foundation of Agentforce.

Want to know how this works in favour of Salesforce?

We have covered this in detail in our recent blog Salesforce acquisitions in 2025

How Businesses Are Using Agentforce 360

Agentforce 360 is already making an impact, not for customers only, but for Salesforce also, as the company uses it on help.salesforce.com, which sees over 60 million visitors each year. 

Beyond Salesforce, there are over 12,000 customers worldwide who use Agentforce to improve their operations and enhance customer experiences. Here are some notable ones.

OpenTable

OpenTable is an online platform that helps restaurants with seat reservations. While helping thousands of restaurants, they faced a surge of routine service requests that slowed down their support. By deploying Agentforce, they built agents that search over 1,500 knowledge articles to instantly answer common questions like double-booked tables. Now, agents can resolve 73% of issues automatically while handling 11,000 conversations weekly.

Globoplay

Brazil’s second-largest streaming service, Globoplay, needed a faster way to respond to millions of subscriber questions. Their Agentforce-powered agents now answer inquiries, suggest upgrades, and guide new users through setup via WhatsApp. This improved response accuracy by 109% and increased customer retention by 22%, all while reaching subscribers where they are.

Pandora

Pandora wanted to replicate their in-store personalized experience online. Agentforce 360 unified data from multiple sources, enabling agents to assist customers in real-time while providing the “Pandora touch.” Agents now deflect 60% of service cases and handle 22% of online sales.

Conclusion

Salesforce is no stranger to AI innovation; it has been researching and improving AI for years. 

Agentforce 360 adds a new layer to Salesforce, turning AI into embedded collaborators that act with real context across workflows and channels.

For businesses, whether enterprise or small, the opportunities this AI brings are substantial. Concretio helps organizations explore and scale these possibilities through tailored Salesforce Agentforce Services, guiding teams to start, validate impact, and unlock measurable value across their operations.

Frequently Asked Questions 

• What role does Data Cloud play in Agentforce 360?

  Data is the fuel for AI. Data Cloud provides the AI agents with data and context to take action. It unifies structured and unstructured data across the business so agents act on the same information employees do. Without this layer, agents behave like isolated automations rather than informed collaborators.

• Is Agentforce 360 secure for enterprise use?

  Yes. Agentforce 360 runs on the same Salesforce infrastructure enterprises already trust. With guardrails as one of its 5 attributes, agents inherit user permissions, operate within governed data access, and run on the Einstein Trust Layer.

• What’s the best way to start with Agentforce 360?

  The best way to implement Agentforce is to start small. 

  • Pick one workflow with clear intent and reliable data. 

  • Use Salesforce Foundations to experiment before committing. 

  • Let agents assist, not automate everything on day one. 

  • And finally, watch how things go and how teams actually use it, then start scaling once the value is proven.

• How is Agentforce Voice different from voice bots built outside Salesforce?

  Agentforce Voice runs inside Salesforce. Voice agents use live CRM data and follow the same permission model. Meaning, while the customer is speaking, it pulls context from all the available data to respond accurately, even when the voice is unclear.

  On the other hand, external voice bots often rely on integrations and syncs, which adds latency. Some voice bots even depend heavily on speech accuracy to respond.

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