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Welcome to the Agentic Enterprise: With Agentforce 360, Salesforce elevates human potential in the age of AI

by Contributor
written by Contributor

MANILA, PHILIPPINES — Salesforce (NYSE: CRM), the #1 AI CRM, 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. 

A year of innovation, built on 26 years of trust 

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 today’s launch of Agentforce 360:

  • Agentforce (October 2024): Introduced the first enterprise AI agent platform.
  • Agentforce 2 (December 2024): Improved the Atlas Reasoning Engine for more predictable, grounded results. 
  • Agentforce 2dx (March 2025): Enabled agents to be embedded in any workflow — proactive, triggered, and cross-functional. 
  • Agentforce 3 (June 2025): Delivered enhanced interoperability and governance, preparing enterprises for scale. 

These milestones have led us 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. 

The platform behind the shift 

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

  • Agentforce 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. 
  • Data 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.
  • Customer 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. 
  • Slack: 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. 

Proven with customers. Proven inside Salesforce

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.

Across 12,000 customers, the results are transformative: 

Reddit deflected 46% of support cases and cut resolution times by 84%, reducing average response from 8.9 minutes to 1.4 minutes. “This efficiency lets us provide on-demand help for complex tasks, boost advertiser satisfaction by 20%, and free up human reps from repetitive questions,” said John Thompson, VP of Sales Strategy and Operations. 

Adecco handled 51% of candidate conversations outside of standard working hours with agents. “Agentforce lets us automate high-volume tasks, strategically freeing our recruiters’ time to focus on quality customer engagement,” said Pierre Matuchet, Adecco SVP IT & Digital Transformation. 

OpenTable resolved 70% of diner and restaurant inquiries autonomously. “Agentforce delivered the warmth and white-glove service our industry demands,” said George Pokorny, SVP of Global Customer Success. “Within weeks, our restaurant agent handled 70% of questions — a marked improvement over our previous chatbot.” 

Engine reduced handle time by 15%, saving over $2 million annually. “Agentforce is a game-changer,” said Elia Wallen, CEO. “Its voice capabilities will let us deliver our unique brand experience directly to customers, creating trusted interactions at scale.” 

1-800Accountant achieved a 90% case deflection rate during tax week. “Agentforce lets us give customers real-time updates, flag savings, and arm our pros with pre-built agendas,” said Ryan Teeples, CTO. “Our team can now focus on the complex needs of our customers — keeping them successful.” 

Go Deeper: What’s New in Agentforce 360 

Agentforce 360 delivers the most advanced capabilities yet for building, deploying, and governing enterprise-grade AI agents. These innovations span the entire Salesforce ecosystem, from platform to data to customer apps to Slack. 

Agentforce platform: More predictable, more human 

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. 
  • Hybrid Reasoning & 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: Turning data into context 

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

  • Intelligent Context: Enables agents to access unstructured content like PDFs, diagrams, or tables 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 standardized semantics across platforms. 

Customer 360 Apps: Agents in the flow of work 

Salesforce 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 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 with AI agents that empower sales, ops, and billing teams with agentic quoting, agentic billing, and consumption management.
  • Agentforce Commerce: increases shopper conversion and grows cart size with conversational, guided shopping experiences and checkout. 
  • Agentforce IT Service: reduces IT costs and boosts employee productivity by ending the portal-to-ticket era and deploying specialized 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, Microsoft, 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. 

Slack: The agentic OS for the enterprise 

Slack becomes the system where humans, agents, apps, and data connect in real time. 

  • Slack-First Apps: Agentforce Sales, IT Service, HR Service, and Tableau Next now surface insights and complete actions without leaving Slack. 
  • Channel Expert Agent: Always-on expertise inside channels, powered by real-time enterprise knowledge search. 
  • Enterprise Search: Natural language answers spanning Google Drive, GitHub, Jira, and more. 
  • Reimagined Slackbot: Context-aware assistant for writing help, message summaries, and huddle notes. 
  • Model Context Protocol (MCP): Integrates third-party AI like Anthropic, Dropbox, and OpenAI through new APIs for real-time knowledge and automation. 

Partners: Extending the Agentforce 360 ecosystem 

Salesforce’s partner ecosystem extends and integrates across Agentforce 360, delivering apps and agents for any use case and deep industry expertise to drive customer success. 

  • Expanded Customer Model Choice for Agentforce and hosting methods: Allows customers to bring the power of Anthropic via Amazon Bedrock, Google Cloud Gemini (NEW), and OpenAI directly into the Salesforce experience. 

Slack-native AgentExchange: Turns Slack into the world’s largest marketplace for AI agents. Building on the hundreds of partner-built actions and MCP servers that extend Agentforce agents, teams can now instantly discover, try, and install agents from partners like Anthropic (Claude), Cursor, Google Cloud (Gemini), OpenAI (GPT-5, GPT-5-Codex), Perplexity, Vercel, and WRITER, and all natively within their Slack workspace.

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Business

Salesforce turns IT tickets into 24/7 conversational resolutions with Agentforce IT Service to enhance productivity and reduce costs

by Contributor
written by Contributor

SINGAPORE –– For decades, IT teams and employees alike have dealt with frustrating productivity drains brought on by ticket-based IT Service Management (ITSM) processes. Designed to handle thousands of requests, these ticket-based systems often meant long queues and back-and-forth delays that slowed productivity. The result: employees lose an average of 352 hours each year to common and complex IT challenges — costing businesses billions and stretching IT resources thin. 

To help organizations begin recovering those lost hours, Salesforce today introduced Agentforce IT Service, an agent-first, conversational-first IT support product suite. This scalable, secure, and trusted offering lightens the load of IT teams by delivering instant, conversational resolutions for employees directly where they work.

Shifting to conversational, “by 2029, agentic AI will autonomously resolve 80% of common customer service issues without human interventions, leading to a 30% reduction in operational costs,” according to Gartner, Inc. For employees, this means IT support is no longer a portal where you have to file a ticket and wait, but instant, personalized, and proactive help wherever they work. For IT teams, this shift lowers IT costs, delivers AI assistance in the flow of work, and offers freedom to focus on strategic initiatives that deliver business growth.

IT teams and employees benefit from Agentforce IT Service being built on the deeply unified Salesforce platform because it breaks down enterprise data silos to enable faster, AI-driven auto-resolutions and seamless, cross-departmental workflows for all users. Furthermore, Agentforce IT Service benefits from best practices inherited from Service Cloud, eliminating costly integrations and data fragmentation to ensure a single source of truth that results in accurate, grounded resolutions that maximize staff efficiency and employee satisfaction.

“With Salesforce, UNESCO delivers future-of-work technology, combining the power of humans and agentic AI to enhance the experience of both our IT teams and employees,” said Omar Baig, chief information and technology officer at UNESCO. “By using agentic AI to resolve routine IT tasks and improve IT teams efficiency, our employees can focus on the higher-priority work serving both UNESCO Secretariat and Member States.” 

“We see Agentic IT Service as an opportunity to further enhance efficiency and elevate the value IT delivers,” said Rich Carpenter, VP of communications and operations at EPB in Chattanooga, Tennessee.  “By bringing automation and intelligence into our workflows, we can resolve issues faster and give our IT team more time to focus on complex, high-value work. This platform allows us to improve margins and deliver more for our organization — without sacrificing quality — making it an exciting step forward.” 

“In healthcare, employee experience isn’t just a matter of convenience; it’s an imperative that directly impacts patient care,” said Jim Kowalczyk, head of Information Systems Operations at Piedmont. “Our long-standing, trusted relationship with Salesforce is foundational to how we operate, and Salesforce’s new Agentforce IT Service is a game-changer. It delivers the efficient, deeply personalized experience our Piedmont employees deserve, allowing them to focus on our core mission: providing compassionate, world-class care. Agentforce IT Service also empowers our IT teams to concentrate on more complex cases by freeing them from mundane, repetitive tasks that can now be handled by AI agents.”

How it works

Agentforce IT Service includes:

  • An agentic IT service desk designed to provide next-generation end-to-end IT service management functionality — all compliant with ITIL processes. 
  • Multiple AI agents that work together as subject-matter experts (SMEs) to support employees and IT teams.
  • Enterprise-wide connectors, integrations, and workflows to work across an organization’s IT landscape
  • Agentic Configuration Management Database (CMDB) and Service Graph that provides an enterprise graph of all infrastructure, applications, and services, offering a complete view of connectivity and dependencies. This system features advanced discovery capabilities (both agent and agent-less) and a comprehensive service map that powers both proactive and reactive incident resolution and root-cause analysis.

Instant Resolutions and Optimal Productivity for Employees: Agentforce IT Service meets employees where they work — in Slack, Microsoft Teams, an employee portal, or webchat. With Slack, IT support is dramatically simplified: employees make a request right in the familiar messaging interface, and AI agents autonomously handle tasks like answering questions, troubleshooting issues, and escalating urgent requests, leading to immediate support without ever having to switch apps.

  • Personalized resolutions from Agentforce: If an employee needs to know if they’re eligible for a laptop refresh, instead of filing a ticket and waiting, now they can ask that question wherever they work — Slack, Microsoft Teams, or employee portals. Agentforce checks their profile and company policy and provides a personalized, real-time resolution without any IT team intervention.
  • Proactive incident support: When a widespread issue occurs, such as an email server outage, Agentforce can automatically alert affected employees and provide real-time status updates. It can also detect and create an incident on behalf of the employee if their issue isn’t resolved.
  • Seamless AI to human handoff: If an inquiry is highly complex or time-sensitive —a security breach, for example — Agentforce instantly transfers the conversation to a human IT representative and includes insights needed for quick action.

When an issue occurs, Agentforce can automatically alert affected employees and provide real-time status updates. It can also detect and create an incident on behalf of the employee if their issue isn’t resolved.

From Legacy Helpdesk to Augmented Support for IT Teams: Agentforce IT Service helps IT teams scale by automating incident management and augmenting IT teams with deeper insights for quicker resolutions. This allows them to prevent problems before they start and reduces IT support costs — proving the value of humans and AI agents together.

  • Automated incident management: Agentforce automatically creates and prioritizes incidents based on employee reports. If multiple employees report a VPN issue, Agentforce identifies a widespread problem and escalates it as a major incident.
  • Rapid issue detection: When a major incident occurs, Agentforce analyses past incidents to detect the underlying problem, generate a summary, and propose solutions.
  • Data-driven decisions: IT leaders and managers can easily monitor team performance, asset inventory, and incident volume. This can be used to make data-driven decisions like optimizing resource allocation and workload imbalances. 
  • Minimize downtime of IT operations and assets: With an embedded CMDB that serves as a single source of truth for your entire IT infrastructure, IT teams can quickly identify breakages. For example, CMDB can flag all systems impacted by a failed network switch before it causes widespread downtime.
Agentforce automatically create, summarizes, and resolves incidents, boosting IT team productivity and shifting employee support from a reactive to a conversational solution, delivered directly in Slack.

The Salesforce perspective

“The fragmented, legacy ITSM model is fundamentally broken. By building Agentforce IT Service natively on the Salesforce and Service Cloud platform, we are driving a conversation-first, agent-first revolution with product and technology innovation that transforms IT and HR for incredible efficiency and cost reduction,” said Muddu Sudhakar, SVP & GM, IT & HR Service at Salesforce. “This agentic shift delivers trusted, embedded intelligence that makes IT teams exponentially more efficient and significantly improves employee productivity.” 

“For 15 years, Service Cloud has been recognized as the leader in the Customer Engagement Center Magic Quadrant. Now, in direct response to years of customer requests, we’re building Agentforce IT Service to transform IT from a reactive, ticket-based model to a proactive, conversation and agentic solution that provides instant, personalized support directly in Slack, Teams, or anywhere an employee works,” said Kishan Chetan, EVP & GM of Service Cloud at Salesforce. “The future of IT service is agentic, and it’s here today.” 

Unifying the IT & HR Service Ecosystem with a robust partner network

Agentforce IT Service launches with 100+ pre-built connectors and integrations to heterogeneous apps, services, and systems that organizations already rely on, unifying the IT landscape from day one. With these out-of-the-box connectors and integrations from partners like Box, Crowdstrike, Google, IBM, Microsoft, Okta, Oracle NetSuite, Qualtrics, TeamViewer, Workday, Zoom, and more, IT teams can seamlessly integrate IT and HR workflows, enabling organizations to achieve auto-resolutions, increase employee productivity, and reduce costs.

Availability

  • The complete Agentforce IT Service solution, which includes the IT Service Desk, employee agents, and an embedded CMDB, will be generally available in October 2025. Agentforce, employee portals, and Slack are currently available.

More Information

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BusinessScience & Technology

Globe Business accelerates AI-powered customer experience transformation with Salesforce

by Contributor
written by Contributor

MANILA — Salesforce, the world’s leading AI CRM, today announced that Globe Business, the enterprise arm of Globe Telecom Inc., a leading telecom and digital solutions provider in the Philippines, is leveraging the power of Salesforce’s deeply unified platform. The collaboration aims to deliver personalized insights and recommendations throughout the entire customer experience journey, from acquiring new customers to providing customer support.

Following the adoption of a comprehensive suite of solutions, including Service Cloud, Sales Cloud, and Einstein for Service, Salesforce has helped Globe Business reduce its overall customer service workload by 34 percent. This frees up employees to focus on more complex, high-value customer interactions. 

Globe Business has also piloted Agentforce, the agentic layer of the Salesforce Platform, to equip its sales teams in the field with instant access to critical, specific, and relevant customer data, enabling them to better understand, anticipate, and address customer needs.

Transforming customer service with service cloud and AI

Harnessing automation and AI, Globe Business has reduced the volume of manual tasks. This allows its employees to deliver faster, more effective, and personalized support to their customers. 

With  Service Cloud, Agentforce, and Einstein for Service, incoming emails from customers are automatically triaged and classified using AI and routed to the right team for resolution. Customer service representatives are also leveraging generative AI capabilities embedded in the platform to respond to emails and request more information to classify and assign cases accurately.

Following the deployment, Globe Business successfully reduced the volume of customer support tickets by 28 percent by eliminating duplicate cases in the system, lowering the manual workload of its technical support services team by 34 percent. A standout 80% of cases are now accurately classified by intent – what the customer is seeking help for.

“Salesforce has become a pivotal part of our customer experience strategy, enabling our teams to move beyond manual tasks and focus on truly understanding and connecting with our customers,” said KD Dizon, Head of Globe Business. “We will continue transforming with AI to deliver exceptional and personalized experiences. Seeking customer feedback and being transparent about our use of AI is important to our strategy and keeping customers at the heart of our business.”

“Customer expectations in the telecommunications industry have never been higher, especially in the areas of speed and service quality. Globe Business is leading the charge in the Philippines by embracing AI as a core driver of its transformation journey. We are committed to empowering trailblazers like Globe Business with the AI advantage to shape the future of customer and business innovation,” said Abraham Cuevas, Regional Vice President and Country Manager, Philippines, Salesforce.

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Health

Maxicare leverages Agentforce for proactive dental care

by Contributor
written by Contributor

(MANILA) – Salesforce, the world’s leading AI CRM, today announced that Maxicare Healthcare Corporation, the Philippines’ leading health maintenance organization (HMO), has deployed Agentforce in Service Cloud.

This initiative underscores Maxicare’s dedication to improving dental care Letter of Authorization (LOA) processes for its members and partner clinics. It serves as a crucial differentiator, reinforcing Maxicare’s commitment to shaping the Philippine healthcare industry and fulfilling its mission of providing quality healthcare for peace of mind.

With over 720 dental clinics in its network, Maxicare is now leveraging Agentforce to automate dental LOA requests to reduce manual workload. Partner clinics can now self-serve by interacting with an AI agent to request LOAs and are automatically notified once the authorization is generated, ultimately resulting in faster delivery of patient dental care.

Delivering superior customer service

Maxicare is using Agentforce in Service Cloud to deliver personalized customer service and simplify customer case management. In addition to automatically generating LOAs, Agentforce also updates customer profiles with new requests, enabling contact center agents to stay up-to-date with all customer requests. This allows Maxicare’s contact center agents to optimize tasks, such as reviewing complex cases, which Agentforce automatically escalates to a human agent for review.

“We are constantly seeking innovative ways to deliver on our mission of providing peace of mind through quality healthcare to our members,” said Fiona Victoria, chief operating officer, Maxicare. “As the first Philippine-based HMO to adopt Agentforce, we aim to streamline operations, empowering partner clinics for efficient member care. This is a significant step to differentiate our service and remain Filipinos’ preferred healthcare partner.”

“The healthcare industry is undergoing a massive transformation, and companies like Maxicare are at the forefront of this change,” said Abraham Cuevas, regional vice president and country manager, Philippines, Salesforce. “By deploying Agentforce, Maxicare is not just automating processes; they are augmenting their human teams. This powerful combination of human expertise and AI-powered agents will help Maxicare deliver a more efficient and personalized experience for their members and reduce operational costs, improve service delivery, and ultimately, build stronger relationships with their customers.”

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