Salesforce, the world’s #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.
Agentforce 360 connects humans, agents, and data on one trusted platform, helping every employee and every company achieve more than they ever thought possible.
Marc Benioff, Chair and CEO, Salesforce
“We’re entering the age of the Agentic Enterprise — where AI elevates human potential like never before,” said Marc Benioff, Chair and CEO, 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 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 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.
With 12,000 customers, Agentforce 360 has delivered transformative results:
Reddit deflected 46% of support cases and cut resolution times by 84%, reducing average response time 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, 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.”
