Meet Agentforce 360

Learning Objectives

After completing this unit, you’ll be able to:

Explain what Salesforce does.
Summarize how Agentforce 360 can help you become an agentic enterprise.
Describe how Salesforce brings autonomous AI agents, unified data from any source, and leading CRM apps together on one integrated platform.

What’s Salesforce Agentforce 360?

Let’s start with the basics: What does Salesforce do? Salesforce provides the tools that help businesses manage customers, data, and AI agents in one trusted system, enabling humans and agents to work together.

Since 1999, our mission has been to help companies connect with customers in new ways with our leading customer relationship management (CRM) solutions. Now, we’re revolutionizing how businesses operate by integrating artificial intelligence (AI) throughout the entire organization, helping businesses become agentic enterprises.

Agentic enterprises are defined by humans and agents working together to drive customer success—all from one trusted platform that boosts performance and streamlines processes for better outcomes. With Salesforce, any organization of any size in any industry can become an agentic enterprise to enhance customer experiences, simplify operations, and influence growth.

Companies are eager to employ this technology to transform their businesses. However, more than half of AI projects fail to reach completion due to high costs, slow return on investment (ROI), or concerns about trust and data security. Salesforce addresses these challenges to ensure that your AI initiatives not only launch but also deliver tangible results. In fact, an independent report from industry analyst Valoir found that Agentforce helps organizations deliver autonomous AI agents an average of 16 times faster with 75% higher accuracy than do-it-yourself approaches.

That’s where Agentforce 360 comes in. It’s our entire suite of products and services that brings together your apps, data, and AI agents in one unified platform. This powerful combination allows humans and agents to work together seamlessly. Joining the precision of technology with the empathy of human interaction leads to faster problem resolution, more personalized customer experiences, better business processes, and a more cohesive and effective team.

Agentforce 360 brings together three powerful, deeply unified layers—designed to keep every customer at the center, and connect every experience with data and AI.

Customer 360 (app layer): Provides the trusted foundation for core business apps (Sales, Service, Marketing, Commerce).
Data 360 (data layer): Offers a complete, trusted, real-time view of every customer, product, and interaction.
Agentforce 360 Platform (agentic layer): Brings AI agents into every workflow, augmenting every employee and customer.

The architecture of Agentforce 360, the Salesforce portfolio of products that brings together apps, data, agents, and metadata on one trusted platform.

In short, Salesforce is the #1 AI CRM, helping you become an agentic enterprise, where humans and agents drive customer success together.

How Is Agentforce 360 Different?

Agentforce 360 stands out as the only integrated platform that brings together humans, data, and AI agents on one deeply unified platform. All built on a foundation of trust, context, and collaboration, the platform ensures that agentic systems can successfully and safely move from experiment to operation. Agentforce 360 is the system of intelligent action that makes the agentic enterprise real. The following describes how it makes a difference for your business.

Grow Customer Relationships

Agentforce 360 helps you better understand and serve your customers by giving every employee and AI agent full context of your business and customers. With Agentforce intelligence embedded in every app, AI agents autonomously reason and act proactively on your behalf.

Built on a foundation of trust and governance, Agentforce can reference real-time and historical customer data (like past purchase history and performance) to create highly personalized content and responses, delivering stronger relationships at scale. This marks the shift from simply managing relationships to intelligently acting on them.

Boost Employee Productivity

Agentforce 360 enhances your employees’ capabilities, ensuring every function is elevated. Agentforce partners directly with employees inside your Customer 360 and in conversational interfaces like Slack, autonomously reasoning and collaborating to handle routine tasks. For back-office operations, Agentforce safely automates complex actions by inheriting the capabilities of trusted workflows. Built on trust and governance, this intelligence empowers every employee to achieve more.

Improve Business Margins

By unifying all your data and embedding AI with trust and context across every business process, Agentforce 360 helps you eliminate friction and elevate performance, ensuring profitability scales safely and consistently. With Agentforce 360, businesses are able to simplify and automate processes, make better data-driven decisions, improve customer satisfaction with deep personalization, and ultimately, increase profitability.

Salesforce isn’t just the world’s #1 CRM‌—it’s a deeply unified, holistic, and open platform that helps businesses thrive in the age of AI. It’s the only enterprise AI platform that connects your apps and data to your AI agents, with no training of models required!

Salesforce is foundationally integrated to drive action across your data and applications. By uniting your data on one platform and using AI throughout CRM apps for every department, Salesforce ensures that your customer relationships, employee performance, and business outcomes are optimized for success.

Ready to dive deeper? Continue on to explore how Salesforce can transform your business!

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