Salesforce Launches Agentforce 360 for the Agentic Enterprise
▼ Summary
– Salesforce has launched Agentforce 360, an AI-powered platform designed to transform work by elevating human employees rather than replacing them.
– The platform integrates four key components: the Agentforce 360 Platform for building AI agents, Data 360 for unified data context, Customer 360 Apps for business logic, and Slack for real-time collaboration.
– Agentforce 360 has been proven with 12,000 customers, delivering results like Reddit deflecting 46% of support cases and OpenTable autonomously resolving 70% of inquiries.
– Key innovations include a conversational builder, voice capabilities, hybrid reasoning, and industry-specific solutions to embed AI agents directly into business workflows.
– The platform is available globally today, building on a year of development through four major releases that enhanced predictability, interoperability, and governance.
Salesforce has officially launched Agentforce 360, a comprehensive platform designed to usher in what the company calls the “Agentic Enterprise.” This new model integrates artificial intelligence directly into business workflows, aiming to enhance human productivity rather than replace it. According to Salesforce, this system provides continuous intelligence across all teams, ensuring sales opportunities are captured, customer service remains active around the clock, and every employee benefits from an AI partner that supports faster decisions and smarter actions.
The concept of the Agentic Enterprise represents a fundamental shift in how companies operate. Marc Benioff, Chair and CEO of Salesforce, emphasized that Agentforce 360 connects humans, agents, and data on a single trusted platform, enabling both individuals and organizations to reach unprecedented levels of achievement. This initiative is the result of a full year of development and refinement, during which Salesforce delivered four major updates to the Agentforce platform, supported by thousands of customer implementations and the company’s own internal use as Customer Zero.
Salesforce’s journey to this launch involved significant milestones. The original Agentforce platform debuted in October 2024 as the first enterprise AI agent platform. Agentforce 2 followed in December, enhancing the Atlas Reasoning Engine for more reliable and accurate outcomes. March 2025 saw the release of Agentforce 2dx, which allowed AI agents to be embedded proactively into any workflow. Finally, Agentforce 3 arrived in June 2025, delivering improved interoperability and governance features to help businesses scale their AI operations effectively. These cumulative advancements have now culminated in Agentforce 360, which expands Salesforce’s role beyond traditional CRM into a system where AI agents empower staff, optimize operations, and collaborate with each other.
The architecture of Agentforce 360 is built around four core components. The Agentforce 360 Platform serves as the foundation, offering a new conversational builder, hybrid reasoning for precision, and integrated voice capabilities. Data 360 acts as a unified data layer, providing agents with essential context through innovations like Intelligent Context and Tableau Semantics, which help transform unstructured data into actionable insights. Customer 360 Apps embed the business logic and institutional knowledge of an organization into AI agents that understand every customer and internal process. Slack functions as the conversational interface where humans and AI agents collaborate in real time, connecting knowledge, actions, and data seamlessly.
This integrated approach allows companies to deploy AI agents that are grounded in secure, governed data. These agents operate across different teams and workflows, collaborate with people and other agents within Slack, and leverage existing business processes and data infrastructure. An open partner ecosystem further extends these capabilities into various industries with customized solutions.
Agentforce 360 is already demonstrating significant impact both within Salesforce and at customer organizations. Internally, Salesforce uses the platform to manage routine tasks in sales, IT, and support, freeing employees to concentrate on strategic and creative work. External results from 12,000 customers include notable achievements: Reddit deflected 46% of support cases and reduced resolution times by 84%, Adecco handled 51% of candidate conversations outside normal business hours, OpenTable autonomously resolved 70% of diner and restaurant inquiries, Engine cut handle time by 15% for annual savings exceeding $2 million, and 1-800Accountant achieved a 90% case deflection rate during peak tax season.
The latest capabilities in Agentforce 360 focus on building, deploying, and governing enterprise-grade AI agents. The platform introduces Agentforce Builder, a conversational studio for designing agents with natural language, and Agentforce Voice, which transforms traditional phone systems into natural conversations. Hybrid Reasoning combines deterministic workflows with flexible large language model logic, while new observability dashboards help monitor performance and compliance. Data 360 enhancements allow agents to utilize unstructured content like PDFs for real-time guidance, and Tableau Semantics ensures consistent business metrics across different systems.
Across Salesforce’s application suite, specialized AI agents are now embedded directly into business processes. Agentforce Sales automates prospecting and quoting, Agentforce Marketing builds campaigns autonomously, and Agentforce Service enables proactive, always-on support. Additional agents for field service, revenue management, commerce, and IT service bring AI into scheduling, billing, customer conversion, and technical support. Industry-specific solutions are also available for sectors like life sciences, public sector, and manufacturing, accelerating time to value.
Slack has been reimagined as the central operating system for the Agentic Enterprise. New Slack-first apps allow actions and insights from Sales, IT Service, HR Service, and Tableau to surface directly within the platform. A Channel Expert Agent provides constant expertise, Enterprise Search delivers natural language answers across connected systems, and an upgraded Slackbot assists with writing and summaries. The Model Context Protocol integrates third-party AI from providers like Anthropic and OpenAI, bringing external knowledge and automation into Slack.
Salesforce’s partner network plays a critical role in extending the Agentforce 360 ecosystem. Customers can now integrate models from Anthropic, Google Gemini, and OpenAI directly into their Salesforce experience. The new Slack-native AgentExchange turns Slack into a marketplace for discovering and installing AI agents and apps from leading technology partners, all accessible within the workspace.
Agentforce 360 is available worldwide starting today, with ongoing innovations scheduled for pilot and beta releases in the coming months.
(Source: ITWire Australia)
