With the announcement that Agentforce is now generally available, the era of AI agents is officially here. AI agents, a new type of software built to perform work with varying degrees of autonomy, can now work seamlessly together with humans to drive real impact. 

Agents are already being used in companies around the world, showing the power of this technology to drive customer success. Wiley, for example, has seen a more than 40% increase in case resolution with Agentforce, outperforming their old bot. Read more on agent ROI from Saks, Opentable, and Wiley. 

Salesforce research highlighting perspectives from consumers, desk workers, business leaders, and more across North America, Europe, the Middle East, and Asia-Pacific regions, help to support Benioff’s sentiments and highlight the opportunity for AI agents. The statistics are an aggregate of Salesforce proprietary data points, highlighting customer and employee perspectives and pain points in a variety of industries. These challenges also show opportunities — specifically, where AI agents can drive the greatest improvements for both consumers and enterprises. 

For audience-specific insights on AI agents, click the relevant section below:

• Why Consumers Need Agents
• Why Enterprises Need Agents

Why consumers need agents

Consumers have become increasingly frustrated with the time they waste navigating traditional customer service channels. Being transferred multiple times and repeating their issues to different representatives often leads to abandonment and dissatisfaction: 

• U.S. consumers estimate they are transferred at least once during 87% of their customer service interactions.
• Two out of three consumers (67%) are frustrated when customer service can’t resolve their issues instantly.
• Customers walk away from nearly one-third of their customer service interactions without getting what they need.
• On average, the longest time U.S. consumers claim to have spent trying to resolve a single issue with customer service is nine hours — longer than a workday.

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AI and agents are emerging as solutions to these challenges. With their ability to provide immediate, personalized assistance, AI agents can significantly reduce wait times and the need for multiple transfers. Research shows a growing openness to this technology, particularly among Gen Z consumers who are eager to embrace innovative solutions for a more seamless and efficient customer service experience: 

• 54% of consumers don’t care how they interact with a company, as long as their problems are fixed fast.
• In fact, one-third of consumers would rather purchase a product automated/digitally (e.g., through AI agents) vs. with a person.
• 39% of consumers are already comfortable with AI agents scheduling appointments for them.
• Nearly one-fifth (24%) of consumers are already comfortable with AI agents shopping for them. And 32% of Gen Z consumers are already comfortable with AI agents shopping for them.
• Over a third (34%) of consumers would work with an AI agent instead of a person to avoid repeating themselves.
• 37% of consumers are already comfortable with AI agents creating more personalized/useful content for them.
  • 44% of Gen Z consumers are comfortable with AI agents creating more personalized/useful content for them.

Why enterprises need agents

Enterprises have an efficiency problem. Workers spend most of their time on time-consuming tasks — tasks agents could help alleviate — instead of focusing on customer relationship-building activities.

• Salespeople spend 71% of their time on non-selling tasks (like administrative tasks and manually entering data).¹
• Service reps spend 66% of their time on non-customer facing tasks (like administrative tasks and manually entering data).²
• 85% of customer service reps at organizations who use AI say it saves them time.³

AI implementation is a top priority across marketing and ecommerce teams. And when done correctly, AI has a proven contribution to revenue and cost reduction across enterprises. 

• Marketing⁴ and ecommerce⁵ teams say AI implementation is their #1 priority.
• 83% of sales teams with AI saw revenue growth in the past year — versus 66% of teams without AI.⁶
• 76% of ecommerce teams with AI credit it with revenue growth.⁷
• 92% of service teams with AI say it reduces their costs.⁸

According to Salesforce experts, AI has already proven its value across service, sales, marketing, and commerce but businesses have barely scratched the surface of its potential. 

By embracing an agent-first approach, every business can redefine their operations and stay ahead – right now.

Adam Evans, SVP Product, Salesforce AI Platform

“We’re at a pivotal moment where every business, CEO, manager, and employee has the chance to reimagine what it means to get work done,” said Adam Evans, SVP Product, Salesforce AI Platform. “By embracing an agent-first approach, every business can redefine their operations and stay ahead – right now.”

Agentforce is here.

Salesforce Unveils Agentforce — What AI Was Meant to Be

Creating AI Agents That Will Change Everything at Work

How AI Is Transforming Our Lives

LLMs and Copilots Alone Won’t Save You: Why You’re Doing Enterprise AI Wrong

More information:

• Read how Agentforce is delivering trusted, autonomous AI agents at scale 
• Learn how agents are transforming our lives in practical ways
• Dive into how Agentforce is inventing the future of agents

¹ Salesforce State of Sales, July 2024
² Salesforce State of Service, April 2024
³ Salesforce State of Service, April 2024
⁴ Salesforce State of Marketing, May 2024
⁵ Salesforce State of Commerce, January 2024
⁶ Salesforce State of Sales, July 2024
⁷ Salesforce State of Commerce, January 2024
⁸ Salesforce State of Service, April 2024

Agent Builder enables users to build an agent to automate any business process in any industry using existing Salesforce Platform tools like workflows, Apex code, and prompt templates

Customers like The Adecco Group, BACA Systems, OpenTable, Saks, and Wiley are choosing Agentforce Service Agents to drive faster, more personalized responses to customers and build efficiencies across their business

SAN FRANCISCO – October 29, 2024 – Salesforce (NYSE: CRM), the world’s #1 AI CRM, today announced the general availability of Agentforce, a new layer on the Salesforce Platform that enables companies to build and deploy AI agents that can autonomously take action across any business function. Agentforce goes beyond chatbots and copilots, using advanced reasoning abilities to make decisions and take action, like resolving customer cases, qualifying sales leads, and optimizing marketing campaigns. Agentforce doesn’t depend on human engagement to get work done; these agents can be triggered by changes in data, business rules, pre-built automations, or signals via API calls from other systems. Companies like OpenTable, Saks, and Wiley are using Agentforce today to augment their employees, expand their workforce, and improve customer experiences.

In addition, Agentforce includes out-of-the-box agents that are easy to customize and deploy with low-code or no-code tools and that work around the clock across any channel. Agentforce Service Agent, the first generally available out-the-box agent, outperforms traditional chatbots by handling a wide range of tasks, from simple to complex, with pre-built topics and actions for customer support. Users can customize pre-built agents to serve any industry and any use case, like retail with order management topics, or financial services with billing and payment support topics. 

​​​​“Agentforce is redefining what’s possible in business and beyond, ushering in a new era of AI abundance and limitless workforces that augment every employee, build deeper customer relationships and drive unprecedented growth and profitability,” said Marc Benioff, Chair and CEO, Salesforce. “Built on Salesforce’s trusted, fully customizable platform — seamlessly integrating enterprise data, metadata, AI models, workflows, security and applications — Agentforce is what AI was meant to be.”

Built on Salesforce’s trusted, fully customizable platform — seamlessly integrating enterprise data, metadata, AI models, workflows, security and applications — Agentforce is what AI was meant to be.

Marc Benioff, Chair and CEO, Salesforce

With Agentforce, there’s no need to DIY (do it yourself) your AI. Unlike other agent platforms that require complex data integration and custom automation builds, Agentforce is already built into the Salesforce Platform. Customers can instantly turn their existing Flows, prompt templates, Apex, and APIs into agent actions, seamlessly connecting to enterprise data, security models, and automations‌ — ‌with the added power of native tools like Data Cloud, Slack, and MuleSoft. The all-new Agent Builder enables Salesforce admins and developers to use natural language to create instructions and guardrails for their agents. 

At Dreamforce 2024, Salesforce customers brought Agentforce to life by building over 10,000 autonomous agents designed to tackle specific business challenges. They learned that “if you can describe it, Agentforce can do it.” With Agentforce, customers can create an on-demand digital workforce that operates without constraints, allowing them to quickly and easily build and deploy agents using the Salesforce tools and language they already know.

Why this Matters: 

New Salesforce research shows that U.S. consumers can spend up to nine hours interacting with customer service trying to resolve a single issue. On average, 67% of consumers are frustrated when customer service can’t resolve their issues instantly and choose to walk away from roughly one-third of customer service interactions. This presents a huge opportunity to improve the customer experience with agents. 

“Piloting Agentforce made a noticeable difference during one of our busiest periods — back-to-school season. It’s been exciting to go live with our first agent, and we’ve seen a more than 40% increase in case resolution, outperforming our old bot. Agentforce helps to manage routine responsibilities and free up our service teams for more complex cases.” – Kevin Quigley, Director, Process Improvement, Wiley

What’s New:

The following solutions are now generally available to all customers: 

• Agentforce Service Agent — Now available, Agentforce Service Agent is a customer-facing autonomous AI agent that helps customers deliver self-service with accurate, always-on support across any channel — like voice, WhatsApp, Facebook Messenger, and websites. Agentforce Service Agent can be set up in minutes with pre-built topics and actions for key service use cases, such as case management, reservation management, order inquiries, account management, delivery issues, and general FAQs. Escalations and hand-offs to human reps are seamless, with the full context of interactions instantly shared in the support representative’s service console. For example, a rep wraps up their morning global support call, and before they can even grab a cup of coffee, a team of AI agents has automatically helped hundreds or even thousands of customers simultaneously, ranging from troubleshooting an issue with personalized advice to automatically scheduling field service appointments.
• Agent Builder — Also now available, Agent Builder makes the set-up and activation of an agent simple. Agent Builder enables users to customize out-of-the-box agents or build new agents for any role, any industry, or any use case. Using low code, or no code, Agent Builder brings in structured and unstructured data from Data Cloud and uses existing tools like Flows, Prompts, Apex, and MuleSoft APIs to configure an agent. Starting with the Agent Wizard, users are guided in the selection and setup of the agent. Next, users can create a job to be done for their agent by defining topics, writing natural language instructions within that topic, and creating a library of actions for it to choose from. Users can also easily observe an agent’s plan of action and test its responses in Agent Builder. 

Go deeper:

The Agentforce layer is deeply integrated into the Salesforce Platform, powered by data, AI, and Salesforce’s ecosystem of Customer 360 apps, all built on a trusted foundation. The Salesforce Platform expands the boundaries of agents, enabling infinite capacity, proactive actions across any role or channel, and context of every customer interaction with powerful capabilities, including: 

• Data Cloud — Data Cloud and the Zero Copy Partner Network allow organizations to harmonize all their enterprise data — both structured and unstructured — no matter where it resides. Data Cloud connects, unifies, and harmonizes customer data and metadata, giving agents access to the exact information they need to deliver precise, contextual responses. Data Cloud makes structured and unstructured data – including emails, transcripts, and PDFs – easily digestible by large language models (LLMs). Now, with new Data Cloud retrieval augmented generation (RAG) functionality, users can also upload files and URLs as data sources for their agent. Data Cloud provides the vital customer data that grounds Agentforce, making agents more contextually aware, knowledgeable, and adaptable to customer needs. For example, when a frustrated customer contacts Agentforce, Data Cloud’s built-in RAG capabilities add real-time insights and context from past emails, support tickets, product photos, voicemails, and other sources as defined by governance policies to help the agent better understand the customer’s perspective. Data Cloud’s hybrid search then identifies the right knowledge article based on customer context to help agents resolve the issue accurately. As customer requests evolve, Data Cloud enables the agent to determine the next-best steps, like automating follow-up emails. 
• Atlas Reasoning Engine — The Atlas Reasoning Engine, the brain inside Agentforce, autonomously analyzes data, makes decisions, and completes tasks, providing reliable and accurate results. This is what allows Agentforce to act, not just assist. Agentforce doesn’t depend on human prompts or struggle with complex, multistep tasks like now-outdated chatbots and copilots. Atlas is built on a proprietary system designed to simulate how humans think and plan. It starts by evaluating user queries and refining them for clarity and relevance. Then, it retrieves the most relevant data and builds a plan for execution. The process then refines the plan further, ensuring it’s accurate, relevant, and grounded in trusted data. Created by the Salesforce AI Research team, the Atlas Project initially involved a select set of customers but grew considerably after research showed the results Agentforce could deliver were twice as relevant and 33% more accurate than other available solutions. Salesforce AI Research continues to push what’s possible in the agentic AI space, incubating with strategic customers and bringing innovation to the edge of the roadmap.
• Trust & Security Built-in — The Einstein Trust Layer protects customer data through robust security features and guardrails like zero data retention, toxicity detection, secure data retrieval, and dynamic grounding — improving the safety and accuracy of outputs while ensuring the responsible use of AI agents across the Salesforce ecosystem. For example, the Audit Trail feature empowers customers with the necessary data to track AI agent actions and outputs, ensuring AI usage complies with their organization’s security, privacy, regulatory, and AI governance policies. Additionally, Salesforce has released a new set of principles and ethical controls, known as trust patterns, to enhance the reliability of the AI agents and ensure a seamless partnership between humans and AI. These patterns include hallucination reduction with topic classification, opt-out functionality, and design decisions to ensure proper human oversight. 
• Customer 360 — Agentforce is deeply integrated with Salesforce Customer 360, leveraging the full power of applications like sales, service, marketing, and commerce. It provides a complete view of the customer, enabling seamless hand-offs to human agents with the full conversation history.
• MuleSoft capabilities — MuleSoft is an industry-leading integration, automation, and API management platform, managing 205 billion integration flow monthly executions and 331 billion automation flow monthly executions. MuleSoft can extend Agentforce capabilities by enabling Salesforce developers and admins to leverage their APIs and bring in third-party data.  
• Salesforce Flow capabilities — Customers have been building workflow automations in Flow Builder since 2019, with an estimated 4 trillion flows built annually and 5.6 billion hours saved, according to Salesforce research. Agentforce can take action by invoking any existing process flow created in Flow Builder, such as elevating a priority of a customer case ticket.
• Slack — Slack empowers every employee with agentic skills in the flow of work, making it the best place to deploy Agentforce for employee-facing use cases. Users can build and customize employee agents, tap into better context with more relevance, and work side-by-side with agents right where work is already happening in Slack.

Agentforce Industry Examples: 

The flexibility of the Agentforce platform is critical to tailoring each agent to serve a specific use case or industry. Customers can expect agents in the following sectors:

• Communications — A billing resolution agent provides faster customer support around billing inquiries and resolves issues faster to boost team productivity and improve customer experiences. For example, if a customer ‌submits a complaint or question about a specific charge on their account, the agent can analyze past monthly bills, identify the issue, and validate dispute requests to arrive at a solution  based on business rules.
• Education — A recruitment services agent provides immediate, personalized assistance to prospective students, 24/7. Instead of receiving repetitive or reactive responses from a chatbot or having to wait for support from staff, prospective students will get the tailored information they need in real time. The agent will be able to engage in a dynamic conversation and answer multiple questions on financial aid, specific majors, and other topics while providing helpful recommendations for students.  
• Banking — A banking service agent provides faster responses to customer service inquiries and automates complex manual tasks like facilitating transaction disputes. For example, the agent can autonomously retrieve recent transactions from an account, coordinate with customers to identify unauthorized charges, notify merchants of disputed charges, and issue provisional credits to customers — all before a human agent needs to intervene.
• Insurance — An insurance service agent helps insurance brokerages automate time-intensive processes, such as plan year renewals, and identify potential retention risks. For example, the agent can proactively analyze client data, detect gaps in client coverage, and create action plans with recommendations for potential plan adjustments or additional coverage options to fill the gaps.
• Healthcare — A patient services agent answers inquiries and helps schedule the best physician for a given patient based on their needs. For example, the agent will be able to review coverage benefits, generate medical history summaries, and approve care requests.
• Life Sciences — A medical sales agent proactively manages inventory and generates contracts with hospital systems. For example, the agent will be able to curate promotional content based on clinical studies and an HCP’s specialty. 
• Manufacturing — A proactive maintenance agent monitors the vast amount of data being generated by connected assets — including machinery, industrial equipment and vehicles, appliances, and devices — in real time. For example, the agent will be able to identify declining performance or potential failures, proactively alert customers to the issue, and help them set up a service appointment. It will also be able to provide detailed summaries so customer service representatives and technicians can quickly understand case history to better serve customers.
• Public Sector — ‌A DMV help agent helps answer questions about registration, licenses, and appointments. For example, the agent will be able to help provide guidance to someone selling their vehicle to ensure everything is properly reported to the state.
• Media — ​​An advertising proposal agent helps advertising sales teams respond faster to campaign briefs and requests for proposals (RFPs). For example, the agent will be able to suggest the right combination of ad products, target audience, and placement details that fit the campaign’s needs and KPIs, and help kickstart a comprehensive media plan on behalf of an ad sales team.
• Retail — ​​A personal shopper agent acts as a digital concierge for online shoppers, using generative AI to provide personalized assistance on ecommerce sites, chat, or messaging apps like WhatsApp. Unlike basic chatbots that are limited to answering predefined questions, it taps into a retailer’s catalog and product data, learning from shoppers’ behavior and preferences. This allows shoppers to use natural language search, get conversational responses, and quickly add items to their cart for instant checkout. 

Customer & Analyst Quotes 

“Since introducing Agentforce at Saks, we are beginning to see the real potential for its autonomous AI agents to augment our teams’ ability to provide personalized and efficient customer support. Agentforce will streamline routine tasks, such as order tracking, enabling our service teams to prioritize more meaningful customer interactions and focus on delivering a high-touch, tailored customer experience. We’re excited to continue enhancing our luxury shopping experience and exploring new ways Agentforce can continue to further elevate our service.” – Mike Hite, Chief Technology Officer, Saks Global 

“Every year, OpenTable helps 60,000 restaurants fill 1.7 billion seats. With Agentforce, we are able to automate routine tasks like reservation changes and loyalty point redemptions, freeing up our support team to focus on more complex customer inquiries. Saving just two minutes on a 10-minute call lets our service reps focus on strengthening customer relationships. The seamless integration with Service Cloud gives us a unified view of each diner’s preferences and history, allowing us to deliver personalized, high-quality service. It’s not just about solving problems faster — it’s about creating better, more meaningful interactions with our diners and restaurants. With Agentforce, we can meet growing global demand while maintaining the exceptional service our customers expect.” – George Pokorny, Senior VP of Global Customer Success, OpenTable

“After great early success with Salesforce, we are focused on the next era of AI to transform the future of staffing, consulting, and business services across the 100,000 clients we support on any given day. By harnessing Data Cloud, MuleSoft, and Salesforce’s AI capabilities, including Agentforce, we’re unlocking the full power of our data to accelerate decision-making, boost efficiency, and reimagine how we serve clients.” – Caroline Basyn, Chief Digital & IT Officer, The Adecco Group 

“Agentforce will help ezCater transform the way workplaces order and manage food. With Agentforce, we will be able to effectively streamline everything from last-minute order changes to managing dietary preferences through AI-powered agents. Agentforce will also ensure we can seamlessly transition to human assistance if a more complex issue arises. This blend of AI and human interaction ensures that our customers always have the best experience, no matter what their needs may be.” – Erin DeCesare, CTO, ezCater

“Agentforce isn’t just another AI platform that requires months of customization. At BACA Systems, we saw how it enabled us to launch powerful generative AI experiences in days — no AI engineers needed. For customers with larger admin teams, the impact could be even greater. Unlike other platforms, Agentforce prioritizes data privacy, building on the trust we expect from Salesforce, and these virtual coworkers become invaluable assets. We started our journey with employee-facing use cases where our team members were saving multiple hours a week, and now, with Agentforce, we see even more opportunity to drive efficiencies and better serve our customers.” – Andrew Russo, Salesforce Architect, BACA Systems

“We can’t wait to start utilizing Agentforce to completely reimagine the recruitment and enrollment processes at Unity Environmental University. Instead of traditional forms or even chatbots, our students will soon have the convenience of interacting with an autonomous recruitment agent directly on our website, which will offer personalized support around the college application process.” – Dr. Melik Khoury, President & CEO, Unity Environmental University

“For first-generation college students, the 1:385 coach-to-student ratio makes receiving individualized guidance difficult. By integrating Agentforce into our platform, we are implementing cutting-edge solutions to better support students. Agents empower our coaches to focus on high-touch, personalized experiences — real connection and guidance — while Agentforce manages vital tasks like sharing deadlines and answering common questions at any time day or night.” – Siva Kumari, CEO, College Possible

“Agentforce provides organizations the unique opportunity to transition from incremental gains to exponential ROI with agents by automating customer interactions, improving outcomes, and reducing costs. By integrating data, flows, and user interfaces, it mitigates risk and accelerates time to value. The agentic platform approach enables businesses to harness the full potential of AI, transforming how they engage with customers and setting the stage for exponential growth.” – Rebecca Wettemann, CEO and principal analyst at industry analyst firm Valoir

“Autonomous agents powered by Salesforce’s Agentforce are transforming the customer experience by delivering fast, accurate, and personalized support around the clock. By harnessing advanced AI to make decisions and take action autonomously, businesses can resolve customer issues more quickly and at scale, leading to more meaningful interactions and enhanced customer satisfaction. This innovation empowers companies to redirect their human workforce toward more complex tasks, ultimately driving individual productivity and business growth that scales. Agentforce sets a new standard for consistent, seamless sales, service, marketing, and commerce interactions across multiple channels, reinforcing its role as a leader in customer experience.” – Michael Fauscette, CEO and Chief Analyst, Arion Research LLC

Agentforce is here.

Salesforce Unveils Agentforce — What AI Was Meant to Be

Creating AI Agents That Will Change Everything at Work

How AI Is Transforming Our Lives

LLMs and Copilots Alone Won’t Save You: Why You’re Doing Enterprise AI Wrong

Additional Agentforce Resources:

• Try Agentforce for Free with Foundations — Customers can now try Agentforce for free with Salesforce Foundations, a $0 add-on for Enterprise Edition and higher. Announced last month, Foundations helps businesses prepare to get ready for AI by extending their CRM capabilities with additional key features from sales, service, marketing, commerce, and Data Cloud. Foundations now includes credits to power the first 1,000 conversations with Agentforce Service Agent, allowing companies to try its capabilities before buying.
• Agentblazer Community — The new Agentblazer Community makes it easy for professionals in any line of business or industry to learn about AI agents, get hands-on with Agentforce technology, connect with Salesforce product experts and community members, grow their careers, and shape the future of their organizations. 
• Salesforce Accelerator — Agents for Impact — Agents for Impact is a new accelerator designed to help nonprofits harness Agentforce. Agents for Impact will provide technology, funding, and expertise to help nonprofits build and customize AI agents, enabling them to improve operational efficiency and scale community impact in the AI-driven future. 
• Access to experts on demand: Salesforce Professional Services is a team of over 10,000 Salesforce consultants and architects built to help customers strategize, implement, and innovate on Salesforce; more than 95% of Salesforce Professional Services customers have reported innovating faster on Salesforce. Agentforce Activator, now available through both Salesforce Professional Services and certified partners, connects customers with Agentforce experts who can quickly build and deploy agents tailored with actions, data, and guardrails aligned with business goals and values.
• Get more done, faster: The Agentforce Partner Network empowers enterprises to customize out-of-the-box AI agents, build new ones, or deploy partner-built agents for specific industries and functions ‌via Salesforce AppExchange. Leading Global Systems Integrators (GSIs) like Accenture, Capgemini, Deloitte, IBM, PwC, and Slalom are available to help accelerate adoption; customers on average report a 31% faster rollout of emerging tech after working with a consulting partner.* Systems Integrators (SIs) are also using their domain expertise to help customers define, deploy, and build AI agents. For example, NeuraFlash, a leading Salesforce implementation partner, collaborated with a large smart home security and automation provider to meet customers where they are by streamlining troubleshooting, accelerating response times, and significantly reducing the need for human intervention in support cases. 

How Customers Get Agentforce

Agentforce Service Agent and Agent Builder are now generally available. Agentforce Service Agent pricing starts at $2 per conversation; standard volume discounts apply.

Get Started

• Realize the value of Agentforce sooner by working with the experts from Salesforce Professional Services and certified partners through Agentforce Activator.
• Build Your First Agent with the #BuiltWithAgentforce Quest. The first 1,000 Trailblazers to complete the Quest are eligible to receive an exclusive Agentforce T-shirt.

Resources

• Explore Agentforce
• Join the Agentblazer Community
• Learn more about Service Agents
• Estimate your ROI with Agentforce
• Learn more about Agentforce pricing
• Explore Agentforce use cases
• Learn how Agentforce works
• Read more about how AI is transforming our lives
• Get more insights on AI agent trends
• Read how Agentforce is inventing the future of agents
• Explore Salesforce’s trust and ethical use principles

*Source: 2023 Salesforce Partner Value / AppExchange Customer Success Survey. 2023 survey based on n=1,000 customers across AMER, EMEA, LATAM and APAC.

As we build tools that delegate routine tasks to autonomous AI agents, allowing people to lean in on more high-risk, high-judgment decisions, trust must take center stage. At Salesforce, we’re prioritizing building trust between humans and agents with responsible AI principles that guide our design, development, and use of agentic AI.

At Salesforce, we’re prioritizing building trust between humans and agents with responsible AI principles that guide our design, development, and use of agentic AI.

Guiding principles for responsible agentic AI

The Office of Ethical & Humane Use developed Salesforce’s first set of trusted AI principles in 2018. As we entered the era of generative AI, we augmented our trusted AI principles with a set of five guidelines for developing responsible generative AI — principles that also hold true for agentic AI. Now, as we continue to guide the responsible development and deployment of AI agents here at Salesforce, we again reviewed our principles, policies, and products to enable our employees, partners, and customers to use these tools safely and ethically.

Our guiding principles for the responsible development of agentic AI include:

• Accuracy: Agents should prioritize accurate results. We must develop them with thoughtful constraints like topic classification, a process where user inputs are mapped to topics that contain a relevant set of instructions, business policies, and actions to fulfill that request. This provides clear instructions on what actions the agent can and can’t take on behalf of a human. And, if there is uncertainty about the accuracy of its response, the agent should enable users to validate these responses whether through citations, explainability, or other means.

Agentforce ensures that generated content is backed by verifiable data sources, allowing users to cross-check and validate the information. Powered by the Atlas Reasoning Engine, the brain behind Agentforce, it also enables topic classification to set clear guardrails and ensure reliable results.

• Safety: We must mitigate bias, toxicity, and harmful outputs by conducting bias, explainability, and robustness assessments, and ethical red teaming. Agent responses and actions should also prioritize privacy protection for any personally identifying information (PII) present in the data used for training and create guardrails to prevent additional harm.

Agentforce includes built-in toxicity detection mechanisms through the Einstein Trust Layer, a robust set of guardrails that protect the privacy and security of customer data, to flag potentially harmful content before it reaches the end user. This is in addition to default model containment policies and prompt instructions that limit the scope of what an AI agent can and will respond to. For example, an LLM can be guided to prevent the use of gender identity, age, race, sexual orientation, socioeconomic status, and other variables. 

• Honesty: When collecting data to train and evaluate our models, we need to respect data provenance and ensure that we have consent to use data (e.g., open-source, user-provided). We must also be transparent that an AI has created content when it is autonomously delivered (e.g., a disclaimer in a chatbot response to a consumer, or use of watermarks on an AI-generated image).

Agentforce is designed with standard disclosure patterns baked into AI agents that send outbound content. Agentforce Sales Development Representative and Agentforce Service Agent, for example, clearly disclose when content is AI-generated to ensure transparency with users and recipients or when engaged in conversations with customers and prospects.

• Empowerment: In order to “supercharge” human capabilities, we need to prioritize the human-AI partnership and design meaningful and effective hand-offs. In some cases it is best to fully automate processes, but in other cases AI should play a supporting role to the human — especially where human judgment is required.

Agentforce empowers people to take control of high-risk decisions while automating some routine tasks, ensuring humans and AI work together to leverage respective strengths.

• Sustainability: Model developers should focus on creating right-sized models where possible to reduce their carbon footprint. When it comes to AI models, larger doesn’t always mean better: In some instances, smaller, better-trained models outperform larger, general-purpose models. Additionally, efficient hardware and low-carbon data centers can further reduce environmental impact.

Agentforce leverages a variety of optimized models, including xLAM and xGen-Sales developed by Salesforce Research, which are specifically tailored to each use case. This approach enables high performance with a fraction of the environmental impact.

Agentforce is here.

Salesforce Unveils Agentforce — What AI Was Meant to Be

Creating AI Agents That Will Change Everything at Work

How AI Is Transforming Our Lives

LLMs and Copilots Alone Won’t Save You: Why You’re Doing Enterprise AI Wrong

The path forward

As Agentforce continues to evolve, we’re focused on intentional design and system-level controls that enable humans and AI agents to work together successfully — and responsibly.

By adhering to these principles and guidelines, Salesforce is committed to developing AI agents that are not only powerful and efficient but also ethical and trustworthy. We believe that by focusing on these core principles, we can build AI solutions that our customers can trust and rely on, paving the way for a future where humans and AI drive customer success together.

By adhering to these principles and guidelines, Salesforce is committed to developing AI agents that are not only powerful and efficient but also ethical and trustworthy.

Go deeper:

• Learn more about Agentforce
• Learn more about how Salesforce develops trustworthy AI agents

On this episode of CIO Corner James Shira, CIO of the second-largest professional services firm in the world, PwC, speaks with Juan Perez, CIO of Salesforce, about how IT leaders can maximize returns on their costly AI investments. Shira and Perez discuss the importance of a pattern-based approach to make the most of AI’s ROI, focusing on outcomes, supporting architectures, and disciplined development practices. They also discuss the role of AI agents in driving better financial outcomes for companies and the critical role CIOs play in driving standardization and ensuring data quality for successful AI implementation.

The technology industry has made significant strides since the early versions of mobile phones, from the rise of social media to the creation of electric vehicles, and the increasing popularity of cloud-based software. Just as the internet was hailed as the technological breakthrough of the 20th century, artificial intelligence (AI) is already the most momentous advancement of the 21st. In less than two months, ChatGPT gained 100 million users, while Facebook, Instagram, Twitter, and Snapchat took two to five years to achieve the same milestone.

These days, every technology company has an ambitious AI manifesto, with lofty visions of a utopian future where autonomous technology reigns supreme. But let’s take a moment to bring the conversation back down to earth. We’re here to show you how AI is transforming everyday aspects of our lives in practical but meaningful ways. It’s not about lofty visions of the future, it’s about making your life easier – right now. 

We’re here to show you how AI is transforming everyday aspects of our lives in practical but meaningful ways. It’s not about lofty visions of the future, it’s about making your life easier – right now.

Adam Evans, SVP Product, Salesforce AI Platform

Moving from apps towards agents:

Salesforce has been making hard stuff easy for 25 years — from moving to the cloud, unlocking the potential of data, and now, delivering the power of enterprise AI. Over the past four years, we’ve completely reinvented the Salesforce Platform to create a modern open ecosystem for building and customizing not just apps, this time, but autonomous AI agents across one easy-to-use platform: Agentforce. In fact, Salesforce and its partners will generate more than $2 trillion in revenue by 2028, fueled by artificial intelligence.

Salesforce customers have already brought Agentforce to life by building over 10,000 autonomous agents designed to tackle specific business challenges. They learned that “if you can describe it, Agentforce can do it.” Just as Apple popularized apps, we believe this is the era of “there’s an agent for that.” 

Agentforce’s AI agents go beyond chatbots’ or copilots’ conversational capabilities — they take action on your behalf. Whether it’s managing your schedule or resolving customer service issues, AI agents make your life easier by tackling daily challenges, not adding to them. Agents are poised to become the primary gateway for consumers engaging with their favorite brands and companies. By addressing common frustrations with today’s app overload, agents will streamline interactions and redefine how consumers experience brands, setting a new standard for the future.

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In countless ways, modern businesses fail to meet the expectations of consumers. Forthcoming Salesforce AI agent research reveals that consumers are spending up to nine hours trying to resolve a single issue with customer service. And nearly a third walk away from these interactions without finding a solution. Thankfully, the days of endless hold music, shouting “speak to a representative,” and endless rerouting, are nearly over. 

OpenTable turns to Agentforce to power customer service

​​​​Let’s take everyone’s favorite restaurant reservation service, OpenTable, as an example here. 

Deeply integrated with Service Cloud, Agentforce will empower OpenTable’s support team by autonomously handling routine tasks, such as reservation changes and loyalty point redemptions, allowing agents to focus on delivering exceptional service in more complex situations. Instead of spending months planning for every scenario and hard-coding complicated decision trees, they intend to use Agentforce’s intuitive natural language prompts and point-and-click configuration. 

Deeply integrated with Service Cloud, Agentforce will empower OpenTable’s support team by autonomously handling routine tasks, such as reservation changes and loyalty point redemptions, allowing agents to focus on delivering exceptional service in more complex situations.

Adam Evans, SVP Product, Salesforce AI Platform

The seamless integration with Salesforce allows the team to manage data effortlessly without coding, easily adjusting which information to display or hide and focusing on key data. With everything unified in one system, the business team can now provide faster, more effective support, significantly improving satisfaction for its global customer base. OpenTable is tackling consumers’ top frustrations with customer service like limited self-service options and frequent transfers between departments, highlighted by the new Salesforce research. With AI agents, these pain points are being eliminated, creating a smoother, more satisfying customer experience for the brands we know and love.

Agentforce is here.

Salesforce Unveils Agentforce — What AI Was Meant to Be

Creating AI Agents That Will Change Everything at Work

How AI Is Transforming Our Lives

LLMs and Copilots Alone Won’t Save You: Why You’re Doing Enterprise AI Wrong

Entering an agentic world

The ways we interact with technology will continue to evolve rapidly. AI agents, like those powered by Agentforce, are already becoming an essential part of how we work, communicate, and solve real-world problems. 

Despite initial skepticism about AI’s role in everyday life, many consumers are ready to embrace its potential. And, according to the same research, one-third of consumers now prefer purchasing products through automated or digital means rather than interacting with a person. Nearly a third would opt for AI agents to get faster service, and 34% say they’d work with an AI agent to avoid repeating themselves. This trend is especially pronounced among Gen Z and millennials, with almost one-third already comfortable with AI shopping on their behalf. 

AI agents, like those powered by Agentforce, are already becoming an essential part of how we work, communicate, and solve real-world problems. 

Adam Evans, SVP Product, Salesforce AI Platform

Much like the early days of apps 15 years ago, the potential of AI agents is only just beginning to unfold. While the grand visions of AI captivate us, it’s the real, tangible improvements in our daily experiences that make the biggest impact. We’re at a pivotal moment where every business, CEO, manager, and employee has the chance to reimagine what it means to get work done. By embracing an agent-first approach, they can redefine their operations and stay ahead. From big purchasing decisions to everyday tasks, we can now say with confidence: There’s an agent for that. 

Go deeper:

• Meet Agentforce
• Read more on how Agentforce is inventing the future of agents

Computing has always moved forward in a kind of jerky, stop-start motion — what biologists call a punctuated equilibrium. New technological capabilities emerge gradually from research labs and garage tinkerers until, eventually, it feels like something new is in the offing. One or more pioneering feats of invention follow, shifting the axis of possibility. Suddenly, we find ourselves in a new paradigm and standing witness to platforms that unleash waves of innovation. Examples include the Apple Macintosh, the iPhone, and our own Salesforce Platform, which advanced an enterprise software as a service (SaaS) model that spawned an entire industry. 

Suddenly, we find ourselves in a new paradigm and standing witness to platforms that unleash waves of innovation.

Alan Kay was one such pioneer. In 1971, when Kay began his work at Xerox PARC, the computers he worked with were as big as a room, and only four of them were connected to the emerging ARPAnet, a precursor to the Internet. Kay, a gifted musician, brought a humanistic sensibility to innovation that helped him invent the Dynabook, a daring vision for personal computing, in 1972. The Dynabook was a battery-powered laptop with a touchscreen and wireless access to all the world’s information and, most radically, was suitable for use even by children. Kay and his team at PARC went on to invent many core building blocks of modern personal computing, including overlapping windows, the graphical user interface, and dynamic object-oriented programming. Later, at Apple, Kay also helped develop the vision for the iconic 1987 Apple Knowledge Navigator video, a clear antecedent of the iPad and the iPhone. 

Agentforce brings the future to the present

The symbiotic dance between visioning work and the development of raw technological possibilities came to mind as Salesforce Futures reflected on the launch of Agentforce at Dreamforce 2024. A year earlier, for Dreamforce 2023, we drew explicit inspiration from the Apple Knowledge Navigator in creating our Salesforce 2030 film, which showcased a vision of humans collaborating fluidly with sophisticated, autonomous AI agents. More recently, our magazine issues featuring Personal AI Agents and Agents at Work bridged the imagination gap across the emerging capabilities of agents and how they might change business as we know it.

Agentforce, a suite of customizable agents and tools on the Salesforce Platform, offers an elegant solution to the complexity involved in trying to deploy AI tools. It targets the challenges businesses face with integrating different components of the AI stack — data, models, infrastructure, and applications into a unified and functional system. It also takes advantage of key capabilities in the Salesforce Platform, like metadata, permissions, and security. Tools like Agent Builder and Model Builder, meantime, enable organizations to easily create, customize, and deploy AI agents while Salesforce’s Atlas Reasoning Engine enables agents to autonomously handle both routine and complex tasks. 

“The end of the beginning” for a new AI age

Agentforce is an incredible breakthrough for Salesforce and the business world, which is why more than 10,000 people at Dreamforce 2024 raced to build their own agents. Customers walked into the “Agent Builder” experience at the show and turned verbal instructions into functioning agents in less than 15 minutes. For both our team and the customers we interacted with, it felt like the future was being invented and pulled into the present right in front of our eyes. 

These aren’t just another version of chatbots. They are a new breed of AI that could reshape how businesses operate and deliver superior customer experiences, leading customers like Saks, OpenTable, and Wiley to quickly embrace the technology. Kevin Quigley, Director of Continuous Improvement at Wiley, put it this way: “It’s been exciting to go live with our first agent thanks to the no-code builder, and we’ve seen a more than 40% increase in case resolution, outperforming our old bot.” 

These aren’t just another version of chatbots. They are a new breed of AI that could reshape how businesses operate and deliver superior customer experiences, leading customers like Saks, OpenTable, and Wiley to quickly embrace the technology.

When we see signals like this in the present, it pulls our attention toward the plausible potential of the future. Soon, we anticipate more complex, multi-agent orchestrations solving higher-order challenges across the enterprise, like simulating new product launches or marketing campaigns. On the consumer side, we foresee agentic capabilities finding their way into consumer devices and apps. These developments promise to shift both how work is done and how companies connect with their customers. 

Agentforce is here.

Salesforce Unveils Agentforce — What AI Was Meant to Be

Creating AI Agents That Will Change Everything at Work

How AI Is Transforming Our Lives

LLMs and Copilots Alone Won’t Save You: Why You’re Doing Enterprise AI Wrong

From imagining to shaping the future

Speculation will only take us so far. During the next year, with Agentforce generally available, powerful, agentic tools will be in the hands of hundreds of thousands of Salesforce customers around the world. We think the ability of these customers to express their business needs for agents will reveal use cases and applications we could have never imagined. Agentforce isn’t just a product; it’s a platform for experimentation.

Agentforce isn’t just a product; it’s a platform for experimentation.

Like every major technological shift before it, including the ones Alan Kay and his team at PARC had a hand in, the real magic won’t be in what we’ve built — it will be in what people do with it. Inventing the future means acknowledging that the future is influenced by every interaction, every agent deployed, and every problem solved in new, unexpected ways. For Salesforce Futures, this signals the need for a shift from anticipating and imagining the future to diving in and shaping it. 

More information:

• Learn more about Agentforce
• Read more about personal AI agents
• Peek into the future of AI-human collaboration at work

To get there, 97% of manufacturers are pursuing strategic changes, including to their service and aftermarket operations, and 26% characterize them as complete overhauls. These efforts include using new technologies like artificial intelligence (AI) and connected assets — which includes machinery, industrial equipment, vehicles, and appliances that are equipped with sensors, software, and connectivity capabilities – to improve and expand service and aftermarket offerings, open new revenue streams, stand apart from competitors, and increase customer loyalty.

Why it matters: Manufacturers face pressure from multiple angles. Fifty-nine percent still experience aftereffects of pandemic-era supply chain disruptions. Meanwhile, workforce challenges — which respondents rank as their top obstacle for growth — are increasing as retirement surges and a new generation is slow to emerge. Additionally, while disruptive technologies like smart manufacturing and AI bring opportunity for scale and efficiency, they also raise unique challenges.  

Data infrastructure and visibility are critical in the age of connected assets 

High-quality, integrated data is important for any company seeking to improve operations, but it’s critical in the manufacturing industry, where partnerships underpin business models and connected assets open doors to new revenue streams, faster time-to-market, and personalized and proactive customer service. 

Yet many teams struggle to bring valuable data insights to frontline employees, with 78% of respondents reporting they spend substantial time searching for information across systems. For example, just 42% of employees at manufacturers leveraging connected asset data have a fully accessible and integrated view of it, and just 43% say the same for telemetry data. This challenge is slated to grow, with a separate study forecasting a 22% increase in manufacturing data volume between 2023 and 2024 alone.

Manufacturers enter the AI era

Trusted data is key in manufacturing as four out of five respondents are at least experimenting with artificial intelligence, and more than one in three (36%) describe it as already fully implemented in operations.

Among the sales, service, marketing, and operations respondents to the survey, generative use cases like content creation are far more common than predictive use cases (74% versus 47%), despite generative AI being relatively new. Time will tell how the industry implements the newest iteration of AI, agents.

Manufacturers invest in supply chains, on-shoring, and nearshoring. 

After the industry’s tumultuous start of the decade defined by mismatched supply and demand, skyrocketing costs, and unsatisfied customers, 83% of respondents say their company has pursued supply chain modernization. Yet roughly half or fewer of these initiatives are viewed as having been “very effective” across a variety of metrics like efficiency, cost reduction, and resiliency from future risks. 

In the U.S., manufacturers anticipate a continuation of recent on- and nearshoring initiatives, with 61% expecting more of their products to be manufactured domestically over the next year, and 44% saying the same for materials sourcing.

Sales and marketing investments are a top priority. A solid majority of manufacturers are investing in service and aftermarket operations that expand revenue streams and fulfill customer expectations for comprehensive solutions such as repair and maintenance services. Yet sales and marketing initiatives are viewed far and away as the top investment priority, with just two out of five respondents surpassing goals like average order value and sales cycle length. While increasing pressure on margins and profitability is the top driver of these initiatives, respondents were also likely to cite the need for greater agility to quickly adapt to market forces. 

The Salesforce perspective: “In the face of macroeconomic challenges like heightening global tensions, supply chain instability, economic uncertainty, and an aging workforce, the manufacturing industry has to become more agile, connected, and intelligent. To get there, manufacturers must be able to leverage all of their data to power new tools and AI capabilities, including autonomous agents through solutions like Agentforce, that can help them drive operational efficiency and open new service and aftermarket revenue streams.” — Achyut Jajoo, SVP & GM of Manufacturing & Automotive

To get there, manufacturers must be able to leverage all of their data to power new tools and AI capabilities, including autonomous agents through solutions like Agentforce, that can help them drive operational efficiency and open new service and aftermarket revenue streams.

Achyut Jajoo, SVP & GM of Manufacturing & Automotive

More information:

• Read the full Trends in Manufacturing report
• Learn about Salesforce’s new Connected Assets suite of capabilities
• Learn more about Salesforce Manufacturing Cloud

Research methodology: Data are from a double-anonymous survey conducted from May 30 through June 24, 2024. The survey generated 830 responses from sales, service, marketing strategy, and operations decision makers in the manufacturing industry in Brazil, Canada, France, Germany, Japan, Mexico, the Nordics, South Korea, the United Kingdom, and the United States. Additional demographic information can be found in the Trends in Manufacturing report.

With Connected Assets, manufacturers can use AI to predict maintenance needs, quickly understand asset history and health, and provide real-time insights, recommendations, and alerts for faster, more informed support for customers and field technicians

Customers like Kawasaki Engines are using Manufacturing Cloud to deliver exceptional service to their customers

Salesforce today announced Connected Assets, a new suite of capabilities for Manufacturing Cloud that gives manufacturers a comprehensive, real-time view of their connected asset data — including service history, status, and customer and telematics information — so they can better manage assets, monitor health and performance, and act on real-time data. With Connected Assets, sales, customer, and field service teams can now provide real-time alerts to customers, faster, more informed support, more personalized offers and services, and accelerate repair times to increase customer satisfaction, all from one platform.

Manufacturers can also use new AI capabilities to surface deeper insights and recommendations based on asset condition, performance, service history, and other data, as well as provide proactive maintenance and real-time recommendations for customers and field technicians. For example, when a technician is onsite to repair a tractor’s failing engine, AI can suggest other parts that can be serviced now to prevent future downtime. 

And with trusted generative AI capabilities from Salesforce Industries AI, manufacturers can use ready-made prompts combined with industry-specific data models and their own metadata to get tailored, meaningful results. The AI will quickly summarize key asset information — like alerts, open cases, work orders, and warranty status — to provide faster, more informed customer support and uncover new revenue opportunities.

Why it matters: The world’s largest manufacturers lose $864 billion every year due to unexpected machine downtime. Monitoring their assets in real time could help prevent failures and reduce downtime, but only 42% of manufacturers have the accessible and integrated connected asset data needed to do this today, according to Salesforce’s new Trends in Manufacturing report. With a complete, real-time view of their data, manufacturers can reduce these costs and create new revenue streams. 

The innovation: Connected Assets works by connecting to assets that have bidirectional, over-the-air (OTA) capabilities, enabling data sharing between the cloud and the asset over a wireless or cellular network. This helps manufacturers easily integrate all of their asset, IoT, customer and service history data to get a single, more contextualized view of the condition, status, maintenance history, and usage patterns of their equipment. 

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With Connected Assets, manufacturers can now: 

• Bring together all of their data: Data Cloud for Manufacturing, which includes the Connected Asset Data Model and Data Kit for Manufacturing, helps manufacturers unify this structured and unstructured data from different sources – such as telematics and ERP systems — into a common model. This makes it easy to monitor, analyze, and understand asset performance and customer experience over time to proactively respond to their needs and improve satisfaction. 
• Gain a comprehensive view of their assets: Connected Digital Asset gives sales, service, and retail representatives a complete picture of an asset — including service history, status, and real-time telematics data — so they can make faster, more informed decisions when supporting their customers or technicians in the field. A sales representative, for example, can quickly determine if a customer’s heavy equipment is nearing the end of its lifecycle and proactively reach out to offer a discount on the newest model. 
• Monitor asset health and performance: Asset Performance Monitoring enables service teams to easily monitor key performance data, like asset condition and operating status, to quickly identify potential issues with equipment and machinery and proactively alert customers, helping to avoid costly downtime and production stoppages. 
• Act on telematics data in real time: Actionable Telematics Framework helps manufacturers ingest, monitor, and act on comprehensive telematics data – such as location, on-board diagnostics, and information from enabled services. For example, service teams can set up an alert to be notified if a tractor is using too much fuel that also automatically notifies the customer about the potential issue and prompts them to schedule a service appointment. 
• Drive proactive maintenance: Asset Service Prediction, included with Salesforce Field Service, provides AI-driven insights that help predict upcoming maintenance needs before a breakdown or failure starts to occur. The feature also helps provide real-time recommendations to technicians once they are on-site to help speed up repair times and reduce the need for return service visits.
• Surface comprehensive asset information and history with a click: Asset Service Summary, included with Einstein AI and built into Manufacturing Cloud, uses generative AI to autogenerate an overview of alerts, open cases, work orders, and warranty status. This enables manufacturers to provide faster, more informed customer support and identify revenue opportunities like proactive maintenance services and extended warranties. 
• Quickly understand asset health and performance: Asset Telemetry Summary, included with Einstein AI, provides a concise overview of data from sensors, software, and monitoring systems embedded in physical assets such as connected tractors, loaders, condensers, and generators. Asset Telemetry Summary takes AI generated snapshots of asset health and provides recommendations for resolving potential issues to maximize performance. For example, it can reveal a potential issue with a piece of machinery — like slowing engine performance — and automatically create a work order for an inspection or identify an opportunity to sell the customer an accessory that can help increase performance.

The Salesforce perspective: “The manufacturing industry is in the midst of a historic transformation as the entire sector looks to modernize and adapt to an AI era. Connected Assets and the new sector-specific AI capabilities we have developed for Manufacturing Cloud will help our customers come out on top by improving customer and service experiences, increasing asset performance to reduce costs, and powering new, revenue-generating features and services. And soon, with Agentforce, Manufacturing Cloud customers will be able to arm their sales, customer, and field service teams with agents that can monitor and act on connected asset data at scale so they can focus on more strategic, higher-value work.” – Achyut Jajoo, SVP and GM of Manufacturing and Automotive 

And soon, with Agentforce, Manufacturing Cloud customers will be able to arm their sales, customer, and field service teams with agents that can monitor and act on connected asset data at scale so they can focus on more strategic, higher-value work.

Achyut Jajoo, SVP and GM of Manufacturing and Automotive

The customer perspective: “After our engines roll off the factory floor, our top priority is to nurture unwavering trust with our customers. We are excited about the future, where innovations from Salesforce like Connected Assets, along with event-driven and predictive AI capabilities, will help us deliver exceptional services by elevating ownership and maintenance experiences, reducing unnecessary downtime for our customers, and prolonging the lifespan of our products. With these cutting-edge advancements, we are confident that we will continue to exceed customer expectations and set new standards in our industry.” – Tony Gondick, Senior Manager, IT Business Strategy at Kawasaki Engines 

Connected asset management for every industry: In addition to Manufacturing Cloud, Connected Assets is now available for additional Salesforce Industries clouds — including Energy & Utilities Cloud, Communications Cloud, and Media Cloud — so customers in every industry can unlock value and new services from their connected assets.

Availability:

• Connected Assets is generally available for Manufacturing Cloud, Energy & Utilities Cloud, Communications Cloud, and Media Cloud today. 
• Asset Service Summary and Asset Telemetry Summary are generally available today.

Pricing: 

• Access to Connected Assets and its features, including Connected Digital Asset, Asset Performance Monitoring, and the Actionable Telematics Framework, can be purchased with Manufacturing Cloud Enterprise or Unlimited Editions.
  • In addition to Manufacturing Cloud, Connected Assets is also available for purchase with Salesforce Energy & Utilities, Communications, and Media Clouds. 
• Access to Field Service, including features such as Asset Service Prediction is available for purchase for field technician-specific functionalities and calculated insights.
• Access to Data Cloud for Manufacturing, including industry-specific Data Kits, Data Models, and many more, can be purchased separately.
• Access to Einstein AI, including features such as Asset Telematics Summary, Asset Warranty Summary, and many more, can be purchased separately.

Learn more:

• See our latest Trends in Manufacturing Report 
• Learn more about Connected Assets
• See more about how Connected Assets works
• Learn more about Salesforce Manufacturing Cloud
• Learn more about Salesforce Data Cloud
• Learn more about Agentforce

Discover how manufacturers are navigating supply chain disruptions, an aging workforce, and rapidly advancing AI and connected asset technologies. Get insights from Salesforce’s new “Trends in Manufacturing” report.