{"id":10608,"date":"2025-10-27T16:27:50","date_gmt":"2025-10-27T08:27:50","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=10608"},"modified":"2025-10-27T16:27:52","modified_gmt":"2025-10-27T08:27:52","slug":"7-key-elements-of-an-agentic-enterprise","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ap\/blog\/7-key-elements-of-an-agentic-enterprise\/","title":{"rendered":"7 Key Elements of an Agentic Enterprise"},"content":{"rendered":"\n<section class=\"key-takeaways wp-block-salesforce-blog-key-takeaways\" aria-label=\"Key Takeaways\">\n\t<div class=\"wp-block-salesforce-blog-key-takeaways__inner\">\n\t\t<div class=\"wp-block-salesforce-blog-key-takeaways__header\">\n\t\t\t<div class=\"wp-block-salesforce-blog-key-takeaways__title\">\n\t\t\t\t<h2 class=\"wp-block-salesforce-blog-key-takeaways__title-text\">\n\t\t\t\t\tKey Takeaways\t\t\t\t<\/h2>\n\t\t\t<\/div>\n\t\t<\/div>\n\n\t\t<button \n\t\t\tid=\"wp-block-salesforce-blog-key-takeaways-button\"\n\t\t\tclass=\"wp-block-salesforce-blog-key-takeaways__button\"\n\t\t\taria-controls=\"wp-block-salesforce-blog-key-takeaways-content\"\n\t\t\taria-expanded=\"false\"\n\t\t\taria-label=\"\n\t\t\tToggle Key Takeaways content\t\t\t\"\n\t\t>\n\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" fill=\"none\" viewBox=\"0 0 22 22\" aria-hidden=\"true\"><path fill=\"url(#a)\" d=\"M17.401 6.445a1.525 1.525 0 0 1 2.153 0 1.517 1.517 0 0 1 0 2.149l-7.977 7.961a1.526 1.526 0 0 1-2.154 0L1.446 8.594a1.517 1.517 0 0 1 0-2.149 1.524 1.524 0 0 1 2.153 0l6.9 6.886z\" \/><defs><linearGradient id=\"a\" x2=\"10.5\" y2=\"17\" gradientUnits=\"userSpaceOnUse\"><stop stop-color=\"#BA01FF\" \/><stop offset=\"1\" stop-color=\"#0250D9\" \/><\/linearGradient><\/defs><\/svg>\n\t\t<\/button>\n\n\t\t\t\t\t<div id=\"wp-block-salesforce-blog-key-takeaways-content\" class=\"wp-block-salesforce-blog-key-takeaways__content\" aria-hidden=\"true\">\n\t\t\t\t\n\n<ul class=\"wp-block-list\">\n<li><strong>Elastic Workforce:<\/strong> AI agents create an &#8220;elastic&#8221; digital workforce that can instantly scale up or down to meet business demands, such as handling seasonal customer service surges or offering multi-language support, without the need to hire a proportional number of new employees.<\/li>\n\n\n\n<li><strong>Trusted Data Foundation:<\/strong> Agents run on data. For an agentic enterprise to succeed, its data must be clean, unified, accessible, and trustworthy. This foundation is critical for agents to operate effectively and for employees and customers to feel comfortable using them.<\/li>\n\n\n\n<li><strong>Performance Monitoring:<\/strong> It is essential to be able to monitor and measure the performance of AI agents. Enterprises need tools to track key metrics like error rates, latency, and pipeline generation to ensure agents are performing as expected and to identify areas for improvement.<\/li>\n<\/ul>\n\n\t\t\t<\/div>\n\t\t\t\t\t\t\t<footer class=\"wp-block-salesforce-blog-key-takeaways__footer\">\n\t\t\t\t\tThis summary was created with AI and reviewed by an editor.\t\t\t\t<\/footer>\n\t\t\t\t\t\t<\/div>\n<\/section>\n\n\n\n<p>Imagine a workplace where companies move with greater efficiency and speed by pairing humans with AI-powered agents. Where this partnership happens in the platforms that employees work in, like customer relationship management (CRM) or collaboration software. Where leaders rethink processes from the ground up, so that workforces can stretch and grow in ways only dreamed of in the past.&nbsp;<\/p>\n\n\n\n<p>This is the\u00a0<a href=\"https:\/\/www.salesforce.com\/ap\/agentforce\/agentic-enterprise\/\">agentic enterprise<\/a>, a seamless ecosystem where human employees and\u00a0<a href=\"https:\/\/www.salesforce.com\/ap\/artificial-intelligence\/what-is-ai\/\">artificial intelligence (AI)<\/a>\u00a0agents work side by side. \u201cIt\u2019s an enterprise in which you rethink your whole business or\u00a0organisation\u00a0to ask, \u2018Where can agents help?\u2019\u201d said Jim Roth, president of customer success at Salesforce.\u00a0<\/p>\n\n\n\n<p>Think of the agentic enterprise as an\u00a0organisation\u00a0where agents are embedded into every business process and workflow \u2014 not as side projects, but as the operating system of the enterprise. \u201cIt\u2019s about moving from siloed tools and copilots to a unified platform where agents listen, reason, and act on behalf of the company and its employees,\u201d said Bob Vanstraelen, executive vice president and CEO of EMEA North for Salesforce.<\/p>\n\n\n\n<p>It\u2019s also the next stage in the evolution of business.<\/p>\n\n\n\n<div class=\"layout-six wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\"><strong>What\u2019s your agentic AI strategy?<\/strong><\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Our playbook is your free guide to becoming an agentic enterprise. Learn about use cases, deployment, and AI skills, and download interactive worksheets for your team.\u00a0<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/ap\/blog\/playbook\/agentic-ai\/\">The future starts now<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"458\" height=\"335\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/10\/agentic-ai-strategy.webp\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/10\/agentic-ai-strategy.webp 458w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/10\/agentic-ai-strategy.webp?w=300&amp;h=219 300w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/10\/agentic-ai-strategy.webp?w=150&amp;h=110 150w\" sizes=\"auto, (max-width: 458px) 100vw, 458px\" \/>\t\t<\/div>\n\t<\/div>\n\n\t\n\t<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-does-an-agentic-enterprise-look-like\">What does an agentic enterprise look like?<\/h2>\n\n\n\n<p>The agentic enterprise is about more than adopting new AI tools. It\u2019s a fundamental rethinking of how work gets done, and the biggest shift in the workplace since the Industrial Revolution. Here are seven key elements that define an agentic enterprise.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">1. Conversations become actions&nbsp;<\/h3>\n\n\n\n<p>In the past, conversations led to insights and recommendations, and based on that information, an employee took action. Now, you can choose to have an AI agent participate in a conversation and take the required action.&nbsp;<\/p>\n\n\n\n<p>What does this look like in real life? Let\u2019s say you sent a message to a sales rep about\u00a0licences\u00a0you wanted to reallocate. The rep replied, \u201cNo problem, let\u2019s find a time to talk.\u201d You agreed on a time and date, left the messaging app, went to your calendar, scheduled a meeting, and sent an invite.\u00a0<\/p>\n\n\n\n<p>In an agentic enterprise, an agent handles all this. After you agree on a time, the agent automatically schedules the meeting. There\u2019s no need to go to another app or take more steps. Your conversation becomes an action the agent completes.&nbsp;<\/p>\n\n\n\n<p>This could also take place in interactions with your customers. A streaming service, for example, might notify a customer that their device is set to the wrong resolution. But rather than directing them to a web page that lists numerous steps to fix the problem, an agent might ask, \u201cWant me to fix that for you?\u201d&nbsp;<\/p>\n\n\n\n<p>\u201cIt\u2019s the ability for an agent to ask, \u2018Would you like me to do that for you right now, so you don\u2019t have to go do it yourself?\u2019\u201d said Joe Inzerillo, chief digital officer at Salesforce.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2. Agents are built into the flow of work&nbsp;<\/h3>\n\n\n\n<p>When employees switch between apps, portals, and browsers, it disrupts their work and concentration. But what if agents were present where humans already work, so employees could stay in one place \u2014 for example, in their CRM, or their data\u00a0visualisation\u00a0or collaboration platform?<\/p>\n\n\n\n<p>This is already happening at Salesforce, where\u00a0<a href=\"https:\/\/www.salesforce.com\/ap\/slack\/\">Slack<\/a>\u00a0is the conversational interface for the agentic enterprise.\u00a0<a href=\"https:\/\/www.salesforce.com\/ap\/agentforce\/\">Agentforce<\/a>, the Salesforce platform for building and deploying agents, has more than 20 types of agents in Slack, and they\u2019re available to 90% of the company\u2019s employees. Among those agents is Slackbot, a new\u00a0personalised\u00a0AI companion for employees that will be available to customers at the beginning of 2026.\u00a0<\/p>\n\n\n\n<p>\u201cThe beauty of having agents built into the flow of work in Slack is that Slack is conversational,\u201d said Connor Marsden, president of sales at Salesforce. \u201cIt allows the agent to participate in the conversation just like a human, and provide the right answers or relevancy.\u201d<\/p>\n\n\n\n<p>If, for example, your sales team was messaging about a new competitor, the sales coach agent in Slack might pull up research about the other company. It might also suggest how to best compete against it.&nbsp;<\/p>\n\n\n\n<p>But there\u2019s a more subtle advantage to having agents in the flow of work: It breaks down silos and reduces waste. \u201cThere\u2019s a lot of wasteful activity that goes into retrieving the right answer or identifying the next best action,\u201d said Vala Afshar, Salesforce\u2019s chief digital evangelist, and co-author of \u201cAutonomous: Why the Fittest Businesses Embrace AI-First Strategies and Digital Labor.\u201d&nbsp;<\/p>\n\n\n\n<p>When agents are present and can draw upon knowledge from across the company, they save time, energy, and money.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3. Companies are working with elastic workforces&nbsp;<\/h3>\n\n\n\n<p>Companies have always been limited in what they could achieve by the&nbsp;size&nbsp;of their workforce. \u201cBut now, you can extend your workforce with AI agents, and scale up or down, depending on the demand,\u201d said Vanstraelen.&nbsp;<\/p>\n\n\n\n<p>Consider the educational publisher\u00a0<a href=\"https:\/\/www.salesforce.com\/ap\/customer-stories\/wiley\/\" target=\"_blank\" rel=\"noreferrer noopener\">Wiley<\/a>. At the beginning of each semester, the company experiences a surge of service requests that strains its customer service team. So, it deployed Agentforce to handle common queries such as account access or password resets. This gives human reps more time to handle complex requests, and lets Wiley help customers quickly \u2014 even at its busiest times, and as its business grows.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Wiley improves case resolutions by over 40% using Agentforce | Salesforce\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/mKKfSBVEIPk?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p>But the term \u201celastic\u201d connotes more than responding to seasonal demand. An elastic workforce can also stretch and grow. Leaders aren\u2019t just considering headcount; they\u2019re rethinking processes from the ground up.<\/p>\n\n\n\n<p>Salesforce\u2019s contact\u00a0centre\u00a0in Dublin, Ireland, is a good example. It handles most of the company\u2019s European language support queries and, until recently, offered help only in English.\u00a0<\/p>\n\n\n\n<p>When a question came into the\u00a0centre\u00a0in French asking about, for instance,\u00a0<a href=\"https:\/\/www.salesforce.com\/ap\/analytics\/\">Tableau<\/a>, human support engineers had to find someone fluent in both Tableau and French. \u201cThe resolution time was asynchronous, and there was a lot of \u2018We\u2019ll get back to you,\u2019\u201d said Roth.\u00a0<\/p>\n\n\n\n<p>Using Agentforce has solved the problem. Although the contact\u00a0centre&#8217;s\u00a0knowledge base is still in English, an agent translates a customer\u2019s question from French to English, looks up the answer, and translates it back to French. This happens so quickly, it feels almost instantaneous to the customer.<\/p>\n\n\n\n<p>\u201cThat\u2019s an amazing example of an elastic workforce,\u201d Roth said. \u201cWe never could have done this before because we couldn\u2019t have hired the thousands of people we needed. And it wouldn\u2019t have made sense because we don\u2019t get enough questions in French to have people sitting around waiting for the phone to ring.\u201d<\/p>\n\n\n\n<p>The contact\u00a0centre\u00a0now answers queries in seven languages, and the company plans to expand to 50.\u00a0<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">4. Trusted data powers every agent&nbsp;<\/h3>\n\n\n\n<p>AI agents run on data \u2014 which means agentic enterprises do, too. \u201cData is often referred to as \u2018the new oil\u2019 because when you look at the most valuable companies on earth, they\u2019re all data- and AI-driven,\u201d Afshar said. \u201cBut oil is just goop. To me, data is more like water.\u201d<\/p>\n\n\n\n<p>Why? Because data needs to be clean, affordable, and accessible for agentic enterprises to thrive. But it also needs to be unified in a platform like\u00a0<a href=\"https:\/\/www.salesforce.com\/ap\/data\/\">Data 360<\/a>\u00a0so agents can access it easily. And it needs to be trustworthy so that employees and customers feel comfortable using it. Trust has always been a top priority at Salesforce, and every Agentforce interaction is secured by the\u00a0<a href=\"https:\/\/www.salesforce.com\/ap\/artificial-intelligence\/trusted-ai\/\">Agentforce Trust Layer<\/a>, which protects the privacy and security of customer data.\u00a0\u00a0\u00a0\u00a0<\/p>\n\n\n\n<p>The good news? \u201cA lot of our customers are going through\u00a0<a href=\"https:\/\/www.salesforce.com\/ap\/blog\/data-cleaning-how-to\/\">this journey<\/a>\u00a0with their data,\u201d said Marsden, \u201cand I think all of them are surprised at how quickly they can get to a level of data hygiene that\u2019s\u00a0<a href=\"https:\/\/www.salesforce.com\/ap\/blog\/is-your-data-ready-for-agents-5-ways-to-tell\/\">good enough<\/a>\u00a0for agents to use.\u201d\u00a0<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">5. Companies can monitor and measure agents\u2019 performance anytime<\/h3>\n\n\n\n<p>What\u2019s some of the most important data that agentic enterprises need? Simple: They need to know how their\u00a0<a href=\"https:\/\/www.salesforce.com\/ap\/blog\/is-your-data-ready-for-agents-5-ways-to-tell\/\">agents are performing<\/a>.\u00a0<\/p>\n\n\n\n<p>\u201cThis is still kind of forward-looking at the moment,\u201d Roth said, because the tools to monitor and measure agents are an emerging technology. But Salesforce already offers tools to help employees evaluate AI agents\u2019 performance, and more are on the&nbsp;horizon.&nbsp;<\/p>\n\n\n\n<p>Agentforce Observability is a unified dashboard that tracks an agent\u2019s error rates, escalation rates, latency, and more. Agentforce&nbsp;Optimization, available at the end of October, will let employees look more closely at an agent\u2019s conversations, scoring them on a scale from one to five. Employees will be able to see where their agent is acing its job, and where it needs to improve.<\/p>\n\n\n\n<p>For Salesforce, this is already a reality. The company tracks the performance of its new sales development representative agent, for example, through Agentforce dashboards. \u201cWe can see how many lead engagements the agent did in the last 24 hours, or last week or last month, and how much pipeline it\u2019s generated to make sure it\u2019s performing to expectations,\u201d said Vanstraelen.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">6. Agents make customers feel understood and heard<\/h3>\n\n\n\n<p>It\u2019s not enough for an agentic enterprise to be productive and efficient. It also needs to have heart. That\u2019s one of the things Salesforce learned shortly after launching Agentforce on its Help site. Customers wanted more than answers and information. They wanted to feel understood and heard.&nbsp;<\/p>\n\n\n\n<p>\u201cWe didn\u2019t\u00a0realise\u00a0until about four months after we started this journey that it wasn\u2019t enough to just load up the data and hook up the pipes,\u201d Roth said. \u201cThere\u2019s another piece of this, which is how you make the user feel.\u201d\u00a0<\/p>\n\n\n\n<p>Consider, for example, a&nbsp;<a href=\"https:\/\/www.zdnet.com\/article\/a-million-customer-conversations-with-ai-agents-yielded-this-surprising-lesson\/\" target=\"_blank\" rel=\"noreferrer noopener\">high-stakes situation<\/a>&nbsp;such as a customer outage. When customers call about this, they\u2019re already stressed and frustrated. It\u2019s not the time for an agent to jump straight into troubleshooting. So, Salesforce trained its agent to acknowledge the customer\u2019s frustration, saying, \u201cI\u2019m truly sorry to hear that you\u2019re experiencing this issue.\u201d<\/p>\n\n\n\n<p>After this, the agent acknowledges the sense of urgency, saying, \u201cI\u2019ll connect you to a dedicated support engineer as fast as possible to resolve this for you.\u201d That\u2019s one of the most important aspects of an agentic enterprise: knowing when agents can handle a task, and when to\u00a0hand off\u00a0to a human.<\/p>\n\n\n\n<p>But even as agents exhibit more soft skills, Inzerello said it\u2019s important to remember they\u2019re not human. \u201cThey\u2019re not empathetic, but we can make them act like they\u2019re empathetic,\u201d he said. \u201cWe watch movies all the time, and at some point, we don\u2019t care if it\u2019s real. We care that it\u2019s believable.\u201d&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">7. The entire company embraces a beginner\u2019s mindset&nbsp;<\/h3>\n\n\n\n<p>The Zen master Shunryu Suzuki wrote that \u201cin the beginner\u2019s mind, there are many possibilities, but in the expert\u2019s there are few.\u201d The same is true of the agentic enterprise.&nbsp;&nbsp;<\/p>\n\n\n\n<p>\u201cWe\u2019re in the first innings of understanding what agents are,\u201d Marsden said. In other words, everyone\u2019s learning and we\u2019re all beginners. But that\u2019s exciting: Companies can throw out old playbooks and stay open to possibilities. \u201cAnd one of the first things that has to be sacrificed on the altar of the agentic enterprise is job descriptions,\u201d Inzerello said.&nbsp;<\/p>\n\n\n\n<p>Companies can now break down jobs into tasks and decide which tasks can be handled by an AI agent and which by a human. It\u2019s a rethinking of all the processes from the ground up. \u201cThree or four years ago, there were templates and we\u2019d just run a playbook and get where we wanted to go,\u201d said Inzerello. \u201cNow, every company\u2019s got to experiment and make it their own.\u201d&nbsp;<\/p>\n\n\n\n<p>To do that, teams have to be willing to fail. Not a tank-the-company kind of failure, but failure in small doses to see what works and what doesn\u2019t. Inzerello suggested that teams test new technologies in a way that affects 1% of their customer traffic. \u201cIf you fail, it\u2019s just 1%,\u201d he said. But if you succeed, then be bolder and make it 5%. And if that succeeds, keep upping the stakes. The important thing is to keep trying and stay open.&nbsp;<\/p>\n\n\n\n<p>\u201cI always tell people never to fall in love with a technology because it will break your heart,\u201d Inzerello said. \u201cBut fall in love with the process of learning, and you\u2019ll always be fulfilled.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-key-elements-of-an-agentic-enterprise-we-ve-only-just-begun\">The key elements of an agentic enterprise: We\u2019ve only just begun<\/h2>\n\n\n\n<p>It\u2019s still early stages for the agentic enterprise, and these elements are likely to change over time. As companies better understand what AI agents can do and how they fit into workflows, new elements may arise. But for now, these seven elements are at the heart of the agentic enterprise.&nbsp;<\/p>\n\n\n\n<p>Vanstraelen said leaders are looking for two things: measurable outcomes and trusted ways to scale. \u201cThe agentic enterprise delivers both,\u201d he said. \u201cIt\u2019s not just about efficiency, but about reimagining how companies compete and how they serve customers, and ultimately, how they grow.\u201d&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>In this seamless ecosystem, conversations become actions, AI agents sit right in workflows, and workforces scale up or down to meet customer demand.<\/p>\n","protected":false},"author":663,"featured_media":10609,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"68af322a7d2c9bb6d8f24f3bAP","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[13,540,23,647,776],"sf_content_type":[],"coauthors":[705],"class_list":["post-10608","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-cio","sf_topic-data","sf_topic-artificial-intelligence","sf_topic-ceo","sf_topic-agentic-ai"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>7 Key Elements of an Agentic Enterprise - Salesforce<\/title>\n<meta name=\"description\" content=\"The key elements of an agentic enterprise? Conversations become actions, agents sit right in workflows, and workforces are elastic.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/ap\/blog\/7-key-elements-of-an-agentic-enterprise\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"7 Key Elements of an Agentic Enterprise\" \/>\n<meta property=\"og:description\" content=\"The key elements of an agentic enterprise? 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