Salesforce has launched Agentforce 360. The company says this is the next step in building the Agentic Enterprise, a workplace where AI doesn’t replace people but helps them work smarter, faster, and more effectively. Here are five key things to know about Salesforce’s biggest AI rollout yet.
1. It’s the foundation of the ‘Agentic Enterprise’
Agentforce 360 is built around the idea that AI should elevate human productivity, not replace it. In Salesforce’s Agentic Enterprise model, every team operates with 24/7 intelligence so no lead is missed, no service is delayed, and no opportunity is lost. AI agents act as teammates, automating repetitive tasks and helping employees make better decisions. Salesforce has tested the platform on its own systems before rolling it out, proving its value in real-world enterprise use.
2. What’s new inside Agentforce 360
The platform includes a bunch of new tools for developers and enterprises. Agentforce Builder allows teams to create agents using natural language without manual setup. Agentforce Voice adds natural, low-latency conversations that integrate with Salesforce’s systems. Hybrid reasoning combines structured workflows with large language model (LLM) flexibility, while Agentforce Vibes enables low-code AI app creation. There are also new observability dashboards to monitor reasoning and compliance, ensuring reliability at scale.
Salesforce has also expanded its partner ecosystem by integrating AI from Anthropic, Google, and OpenAI, and by turning Slack into a hub for discovering and deploying AI agents through the new AgentExchange marketplace.
3. It’s backed by a year of development and four major releases
The launch of Agentforce 360 comes after a year of steady innovation. Salesforce began with Agentforce in October 2024, followed by Agentforce 2, 2dx, and 3, each expanding its reasoning, interoperability, and scalability. These updates paved the way for today’s platform, which extends AI beyond CRM, enabling agents who collaborate across departments to connect with other systems and even work directly with employees through Slack.
4. Four components power the platform
Agentforce 360 combines Salesforce’s ecosystem into one AI-driven system built on four major pillars:
- Agentforce 360 Platform: Adds a conversational builder, hybrid reasoning for more reliable AI decisions, and voice capabilities.
- Data 360: Acts as the unified data layer with innovations like Intelligent Context and Tableau Semantics to turn data into rich insights.
- Customer 360 Apps: Embeds AI agents into business workflows across sales, marketing, and service, allowing a deeper understanding of customers and operations.
- Slack: Becomes the workspace where humans and AI collaborate in real time, connecting data, actions, and decisions.
5. Early adopters are already seeing big results
According to the company, Agentforce 360 is already in use by more than 12,000 customers, and the results have been massive. Reddit reduced support resolution times by 84% and deflected nearly half its cases. Adecco automated over half of its candidate conversations after hours, while OpenTable handled 70% of customer inquiries autonomously. 1-800Accountant achieved a 90% case deflection rate during tax week, and Engine saved over $2 million annually by cutting handle times.
Availability
Agentforce 360 is now available globally, with additional updates rolling out in pilot and beta phases over the coming months.
