Salesforce ushers in the era of the agentic enterprise with Agentforce 360

By Shipra Sinha, Lead Analyst, CyberMedia Research (CMR)

At Dreamforce 2025, one message rang loud and clear — Agentic isn’t the next technology; it’s the next revolution. Salesforce took center stage to announce the general availability of Agentforce 360, its most transformative AI platform yet, redefining how work gets done through the seamless collaboration between humans and intelligent agents.

Agentforce 360 represents Salesforce’s vision for the Agentic Enterprise — a new model where AI amplifies human capabilities instead of replacing them. The platform empowers every team, from sales and service to marketing and commerce, with always-on, intelligent agents that partner with employees to drive smarter decisions and stronger customer connections.

“We’re entering the age of the Agentic Enterprise — where AI elevates human potential like never before,”said Marc Benioff, Chair and CEO of Salesforce. “Agentforce 360 connects humans, agents, and data on one trusted platform, helping every employee and every company achieve more than they ever thought possible.”

A Unified Platform for Human + AI Collaboration

Agentforce 360 brings together the full power of the Salesforce ecosystem — Data Cloud, Slack, Tableau, and MuleSoft — to create a unified environment where humans and AI agents collaborate in real time. With features such as a conversational builder, hybrid reasoning, and voice capabilities, it enables enterprises to automate intelligently while maintaining control and accuracy.

At the core of Salesforce’s vision are four main pillars that make up the Agentic Enterprise, designed to help humans and AI work together seamlessly. The Agentforce 360 Platform provides the AI foundation, allowing intelligent conversations and smart decision-making at scale. Data 360 is the trusted layer that organizes and adds context to data, turning it into useful insights with tools like Intelligent Context and Tableau Semantics. Customer 360 Apps hold the knowledge of the business, now powered by AI agents that understand customers, processes, and workflows deeply. Finally, Slack that functions as the agentic operating system for the enterprise. Slack provides a single conversational workspace where humans and AI agents can collaborate, helping improve employee productivity and support business growth. Employees can search, collaborate, and take action across company data, applications, and workflows, while AI agents gain the context needed to work alongside them effectively

Already, the results speak for themselves. Over 12,000 customers have adopted Agentforce 360, collectively managing 1.6 million customer service requests — executed with precision, empathy, and measurable gains in productivity and satisfaction.

Empowering the Agentic Enterprise: Real-World Impact

The Agentforce story extends beyond technology to illustrate practical business transformation. Several global companies are showing how agentic innovation can influence industry operations. At Dreamforce 2025, the keynote highlighted success stories from five customers —Williams-Sonoma, PepsiCo, Pandora, FedEx, and Dell — demonstrating how Salesforce solutions support businesses with AI and unified data. Two of these success stories, Williams-Sonoma and PepsiCo, demonstrate the impact of implementing Salesforce solutions to streamline operations, enhance customer engagement, and drive growth.

Williams-Sonoma, Inc.: Personalization at Scale

As the world’s largest digital-first, design-led home retailer, Williams-Sonoma, Inc. is leveraging Salesforce to unify customer data and deliver personalized experiences across its iconic portfolio — from Pottery Barn and West Elm to Williams Sonoma Home and Rejuvenation. Williams-Sonoma, Inc. established its brands, including Pottery Barn and West Elm, in India through a franchise agreement with Reliance Brands Limited back in 2018 and launched the first stores in Mumbai in early 2020, along with e-commerce platforms

By integrating its proprietary technologies with Salesforce’s platform, Williams-Sonoma has created a 360-degree view of the customer, driving more meaningful engagement across every touchpoint. Using Data Cloud and Marketing Cloud, the company now delivers personalized communications at unprecedented scale, while Sales Cloud and Service Cloud streamline B2B operations for business clients such as hotels and restaurants.

Meanwhile, Slack acts as the central collaboration hub, connecting teams through AI-driven search and data insights — fueling faster decision-making and innovation across the company’s global operations.

PepsiCo: Reinventing Go-To-Market Efficiency

For PepsiCo, one of the world’s largest food and beverage companies, Salesforce’s Agentforce represents a leap toward a more connected, data-driven future. As one of the first in its industry to deploy Agentforce at scale, PepsiCo is using AI agents to automate key functions, improve customer support, and empower sales teams to focus on strategic growth.

With Salesforce Data Cloud, PepsiCo can now unify customer data across sources to build a single, trusted profile for each retailer. Consumer Goods Cloud provides real-time visibility into inventory, enabling field teams to enhance in-store execution and optimize product stocking. Integration with Service Cloud allows AI and human agents to work in sync for faster, more responsive service. Meanwhile, Marketing Cloud empowers PepsiCo to translate consumer insights into targeted, automated campaigns that strengthen brand loyalty.

The Next Revolution in Enterprise AI

With Agentforce 360, Salesforce is introducing a new approach to work that integrates data, AI, and people to support continuous intelligence and collaboration. Across industries — including retail, manufacturing, logistics, and consumer goods — Agentforce demonstrates that AI, when implemented responsibly within trusted systems, enhances human capabilities rather than replacing them. As more organizations adopt the Agentic model, Salesforce aims to create an environment where employees have AI support, processes are more intelligent, and interactions contribute to improved outcomes and business growth.

(The author was invited to attend Dreamforce 2025 in San Francisco)