Key takeaways
- Enterprise-scale: digital labor platform for customers, suppliers, and employees 24/7
- Atlas Reasoning Engine: understands intent, decides data/actions, executes autonomously
- Agent Builder: unified drafting, testing, deployment in conversational workspace
- Agentforce 3: visibility and control tools for scaling AI agents (June 2025)
FAQ
What is Agentforce?
Salesforce's AI agent platform that lets enterprises build, deploy, and manage autonomous agents for sales, service, marketing, and commerce.
How much does Agentforce cost?
Enterprise pricing via Salesforce sales. Part of broader Salesforce platform.
Who competes with Agentforce?
Microsoft Copilot for Dynamics, ServiceNow Now Assist, and custom enterprise agent platforms.
Executive Summary
Agentforce is Salesforce's enterprise AI agent platform, positioning itself as "digital labor" that works alongside human employees. Built on the Atlas Reasoning Engine, it enables companies to deploy autonomous agents across sales, service, marketing, and commerce — operating 24/7 with full access to Salesforce's CRM data and integrations.
| Attribute | Value |
|---|---|
| Company | Salesforce (NYSE: CRM) |
| Type | Enterprise SaaS |
| GA Date | October 2024 |
| Latest | Agentforce 3 (June 2025) |
| Customers | OpenTable, SharkNinja, Indeed, Heathrow, Equinox |
Product Overview
Agentforce brings autonomous AI agents to Salesforce's ecosystem. Unlike simple chatbots, these agents understand context, make decisions, and take action across any Salesforce-connected system.
Key Capabilities
| Capability | Description |
|---|---|
| Agent Builder | Unified workspace for drafting, testing, and deploying agents |
| Agent Script | Hybrid reasoning — deterministic workflows + LLM flexibility |
| Agentforce Voice | AI-powered voice across phone, web, and mobile |
| Intelligent Context | Extracts structured info from unstructured sources |
| Atlas Reasoning Engine | Understands intent, decides actions, executes autonomously |
Use Cases
- Customer Service — 24/7 support with human handoff
- Sales — Lead qualification, pipeline management
- Marketing — Campaign orchestration, personalization
- Commerce — Order management, recommendations
Strengths
- Salesforce ecosystem — Native access to CRM data, workflows, and integrations
- Enterprise trust — Built-in guardrails, security tools, bias prevention
- Mature tooling — Low-code and pro-code options, batch testing at scale
- Customer validation — Major brands (OpenTable, Heathrow, Indeed) already deployed
- Multi-channel — Works across every customer touchpoint
Cautions
- Salesforce lock-in — Requires Salesforce ecosystem investment
- Enterprise pricing — Not accessible to SMBs or startups
- Complexity — Full value requires Salesforce expertise
- New category — Enterprise AI agents still proving ROI
Competitive Positioning
| Competitor | Differentiation |
|---|---|
| Microsoft Copilot | Agentforce is Salesforce-native; Copilot is Microsoft 365-native |
| ServiceNow | Agentforce covers sales/marketing; ServiceNow focuses on IT/service |
| Custom builds | Agentforce provides turnkey platform vs custom development |
Bottom Line
Agentforce is Salesforce's bet that enterprises will deploy AI agents as "digital labor" — autonomous workers handling customer interactions, sales tasks, and service requests. For Salesforce shops, it's the obvious choice. For others, the lock-in and enterprise pricing may be barriers.
Recommended for: Salesforce-native enterprises wanting AI agents integrated with CRM
Not recommended for: SMBs, non-Salesforce shops, or those wanting platform flexibility
Research by Ry Walker Research • methodology