{"id":12199,"date":"2026-08-17T06:06:06","date_gmt":"2026-08-17T13:06:06","guid":{"rendered":"https:\/\/www.salesforce.com\/?post_type=sf_chaptered_article&#038;p=12199"},"modified":"2026-09-08T16:29:59","modified_gmt":"2026-09-08T08:29:59","slug":"agentic-ai","status":"publish","type":"sf_chaptered_article","link":"https:\/\/www.salesforce.com\/ap\/blog\/playbook\/agentic-ai\/","title":{"rendered":"Agentic AI Playbook 2.0"},"content":{"rendered":"\n<div class=\"alignwide wp-block-salesforce-blog-playbook-hero\">\n\n\t<div class=\"wp-block-salesforce-blog-playbook-hero__container\">\n\t\t<div class=\"wp-block-salesforce-blog-playbook-hero__content\">\n\t\t\t\t\t\t\t\t<div class=\"wp-block-salesforce-blog-playbook-hero__eyebrow\">\n\t\t\t\t\t\t<span class='wp-block-salesforce-blog-playbook-hero__eyebrow-icon'>\n\t\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" fill=\"none\" viewbox=\"0 0 24 24\"><path fill=\"#032D60\" d=\"M4.5 21q-.6 0-1.05-.45T3 19.5v-15q0-.6.45-1.05T4.5 3h15q.6 0 1.05.45T21 4.5v15q0 .6-.45 1.05T19.5 21zm7.5-9.525L14.45 10l2.45 1.475V4.5H12z\" \/><\/svg>\n\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t<p class=\"wp-block-salesforce-blog-playbook-hero__eyebrow-text\">\n\t\t\t\t\t\t\tPlaybook\t\t\t\t\t\t<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<h1 class=\"wp-block-salesforce-blog-playbook-hero__title\">\n\t\t\t\t\t\t\t\t\t<span class=\"wp-block-salesforce-blog-playbook-hero__emphasis-title\">\n\t\t\t\t\t\tBecome an Agentic Enterprise:\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t<span class=\"wp-block-salesforce-blog-playbook-hero__main-title\">\n\t\t\t\t\tA <mark class=\"has-inline-color has-blue-50-color\">Refreshed<\/mark> Step-By-Step Guide\t\t\t\t<\/span>\n\t\t\t<\/h1>\n\t\t<\/div>\n\n\t\t<div class=\"wp-block-salesforce-blog-playbook-hero__graphic use-different-image-mobile\">\n\n\t\t\t<div class=\"wp-block-salesforce-blog-playbook-hero__graphic-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"wp-block-salesforce-blog-playbook-hero__graphic-desktop\">\n\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/09\/Hero_Basic.png\" sizes=\"100vw\" srcset=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/09\/Hero_Basic.png 2348w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/09\/Hero_Basic.png?w=261&amp;h=300 261w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/09\/Hero_Basic.png?w=768&amp;h=882 768w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/09\/Hero_Basic.png?w=892&amp;h=1024 892w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/09\/Hero_Basic.png?w=1338&amp;h=1536 1338w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/09\/Hero_Basic.png?w=1784&amp;h=2048 1784w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/09\/Hero_Basic.png?w=131&amp;h=150 131w\" alt=\"\" loading=\"lazy\" \/>\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t<div class=\"wp-block-salesforce-blog-playbook-hero__graphic-mobile\">\n\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/08\/Become_an_Agentic_Enterprise.png\" sizes=\"100vw\" srcset=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/08\/Become_an_Agentic_Enterprise.png 2956w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/08\/Become_an_Agentic_Enterprise.png?w=300&amp;h=281 300w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/08\/Become_an_Agentic_Enterprise.png?w=768&amp;h=720 768w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/08\/Become_an_Agentic_Enterprise.png?w=1024&amp;h=960 1024w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/08\/Become_an_Agentic_Enterprise.png?w=1536&amp;h=1440 1536w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/08\/Become_an_Agentic_Enterprise.png?w=2048&amp;h=1921 2048w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/08\/Become_an_Agentic_Enterprise.png?w=150&amp;h=141 150w\" alt=\"\" loading=\"lazy\" \/>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\n\t\t<\/div>\n\t<\/div>\n\n<\/div>\n\n\n\n<div class=\"alignfull wp-block-salesforce-blog-table-of-contents-compact\">\n\t<div class=\"wp-block-salesforce-blog-table-of-contents__wrapper container\">\n\t\t\t\t\t<a class=\"wp-block-salesforce-blog-table-of-contents__chapter wp-block-salesforce-blog-table-of-contents__chapter--compact salesforce-smooth-scroll-anchor\" href=\"#introduction\" aria-label=\"Skip to Introduction - Make our agentic learning yours\">\n\t\t\t\t<div class=\"wp-block-salesforce-blog-table-of-contents__content\">\n\t\t\t\t\t<p class=\"wp-block-salesforce-blog-table-of-contents__subtitle h5\">Introduction<\/p>\n\t\t\t\t\t<p class=\"wp-block-salesforce-blog-table-of-contents__title h3\">Make our agentic learning yours<\/p>\n\n\t\t\t\t\t\t\t\t\t\t\t<p class=\"wp-block-salesforce-blog-table-of-contents__description\">\n\t\t\t\t\t\t\tSee what\u2019s new in our refreshed, comprehensive playbook\t\t\t\t\t\t<\/p>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"wp-block-salesforce-blog-table-of-contents__link\">\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"48\" height=\"48\" fill=\"none\" viewbox=\"0 0 48 48\"><circle cx=\"24\" cy=\"24\" r=\"24\" fill=\"#EAF5FE\" \/><path fill=\"#032D60\" fill-rule=\"evenodd\" d=\"M22.054 13.569v15.323c0 .415-.508.6-.785.323l-4.43-4.43a.67.67 0 0 0-.97 0L14.854 25.8a.67.67 0 0 0 0 .969l8.123 8.077a.67.67 0 0 0 .97 0l8.076-8.077a.67.67 0 0 0 0-.97l-.97-.969a.67.67 0 0 0-.968 0l-4.431 4.431c-.323.277-.831.093-.831-.323V13.615c0-.37-.277-.692-.646-.692h-1.385c-.369 0-.738.277-.738.646\" clip-rule=\"evenodd\" \/><\/svg>\n\t\t\t\t<\/div>\n\t\t\t<\/a>\n\t\t\t\t\t<a class=\"wp-block-salesforce-blog-table-of-contents__chapter wp-block-salesforce-blog-table-of-contents__chapter--compact salesforce-smooth-scroll-anchor\" href=\"#chapter-1\" aria-label=\"Skip to Chapter 1 - Align around your goal\">\n\t\t\t\t<div class=\"wp-block-salesforce-blog-table-of-contents__content\">\n\t\t\t\t\t<p class=\"wp-block-salesforce-blog-table-of-contents__subtitle h5\">Chapter 1<\/p>\n\t\t\t\t\t<p class=\"wp-block-salesforce-blog-table-of-contents__title h3\">Align around your goal<\/p>\n\n\t\t\t\t\t\t\t\t\t\t\t<p class=\"wp-block-salesforce-blog-table-of-contents__description\">\n\t\t\t\t\t\t\tScale the AI capabilities that move your business forward\t\t\t\t\t\t<\/p>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"wp-block-salesforce-blog-table-of-contents__link\">\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"48\" height=\"48\" fill=\"none\" viewbox=\"0 0 48 48\"><circle cx=\"24\" cy=\"24\" r=\"24\" fill=\"#EAF5FE\" \/><path fill=\"#032D60\" fill-rule=\"evenodd\" d=\"M22.054 13.569v15.323c0 .415-.508.6-.785.323l-4.43-4.43a.67.67 0 0 0-.97 0L14.854 25.8a.67.67 0 0 0 0 .969l8.123 8.077a.67.67 0 0 0 .97 0l8.076-8.077a.67.67 0 0 0 0-.97l-.97-.969a.67.67 0 0 0-.968 0l-4.431 4.431c-.323.277-.831.093-.831-.323V13.615c0-.37-.277-.692-.646-.692h-1.385c-.369 0-.738.277-.738.646\" clip-rule=\"evenodd\" \/><\/svg>\n\t\t\t\t<\/div>\n\t\t\t<\/a>\n\t\t\t\t\t<a class=\"wp-block-salesforce-blog-table-of-contents__chapter wp-block-salesforce-blog-table-of-contents__chapter--compact salesforce-smooth-scroll-anchor\" href=\"#chapter-2\" aria-label=\"Skip to Chapter 2 - Design your human-AI workforce\">\n\t\t\t\t<div class=\"wp-block-salesforce-blog-table-of-contents__content\">\n\t\t\t\t\t<p class=\"wp-block-salesforce-blog-table-of-contents__subtitle h5\">Chapter 2<\/p>\n\t\t\t\t\t<p class=\"wp-block-salesforce-blog-table-of-contents__title h3\">Design your human-AI workforce<\/p>\n\n\t\t\t\t\t\t\t\t\t\t\t<p class=\"wp-block-salesforce-blog-table-of-contents__description\">\n\t\t\t\t\t\t\tRemove blockers, inspire your teams and set them up for success\t\t\t\t\t\t<\/p>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"wp-block-salesforce-blog-table-of-contents__link\">\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"48\" height=\"48\" fill=\"none\" viewbox=\"0 0 48 48\"><circle cx=\"24\" cy=\"24\" r=\"24\" fill=\"#EAF5FE\" \/><path fill=\"#032D60\" fill-rule=\"evenodd\" d=\"M22.054 13.569v15.323c0 .415-.508.6-.785.323l-4.43-4.43a.67.67 0 0 0-.97 0L14.854 25.8a.67.67 0 0 0 0 .969l8.123 8.077a.67.67 0 0 0 .97 0l8.076-8.077a.67.67 0 0 0 0-.97l-.97-.969a.67.67 0 0 0-.968 0l-4.431 4.431c-.323.277-.831.093-.831-.323V13.615c0-.37-.277-.692-.646-.692h-1.385c-.369 0-.738.277-.738.646\" clip-rule=\"evenodd\" \/><\/svg>\n\t\t\t\t<\/div>\n\t\t\t<\/a>\n\t\t\t\t\t<a class=\"wp-block-salesforce-blog-table-of-contents__chapter wp-block-salesforce-blog-table-of-contents__chapter--compact salesforce-smooth-scroll-anchor\" href=\"#chapter-3\" aria-label=\"Skip to Chapter 3 - Begin with the right use case\">\n\t\t\t\t<div class=\"wp-block-salesforce-blog-table-of-contents__content\">\n\t\t\t\t\t<p class=\"wp-block-salesforce-blog-table-of-contents__subtitle h5\">Chapter 3<\/p>\n\t\t\t\t\t<p class=\"wp-block-salesforce-blog-table-of-contents__title h3\">Begin with the right use case<\/p>\n\n\t\t\t\t\t\t\t\t\t\t\t<p class=\"wp-block-salesforce-blog-table-of-contents__description\">\n\t\t\t\t\t\t\tSolve one problem well, then scale fast\t\t\t\t\t\t<\/p>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"wp-block-salesforce-blog-table-of-contents__link\">\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"48\" height=\"48\" fill=\"none\" viewbox=\"0 0 48 48\"><circle cx=\"24\" cy=\"24\" r=\"24\" fill=\"#EAF5FE\" \/><path fill=\"#032D60\" fill-rule=\"evenodd\" d=\"M22.054 13.569v15.323c0 .415-.508.6-.785.323l-4.43-4.43a.67.67 0 0 0-.97 0L14.854 25.8a.67.67 0 0 0 0 .969l8.123 8.077a.67.67 0 0 0 .97 0l8.076-8.077a.67.67 0 0 0 0-.97l-.97-.969a.67.67 0 0 0-.968 0l-4.431 4.431c-.323.277-.831.093-.831-.323V13.615c0-.37-.277-.692-.646-.692h-1.385c-.369 0-.738.277-.738.646\" clip-rule=\"evenodd\" \/><\/svg>\n\t\t\t\t<\/div>\n\t\t\t<\/a>\n\t\t\t\t\t<a class=\"wp-block-salesforce-blog-table-of-contents__chapter wp-block-salesforce-blog-table-of-contents__chapter--compact salesforce-smooth-scroll-anchor\" href=\"#chapter-4\" aria-label=\"Skip to Chapter 4 - Rethink business processes for the agentic age\">\n\t\t\t\t<div class=\"wp-block-salesforce-blog-table-of-contents__content\">\n\t\t\t\t\t<p class=\"wp-block-salesforce-blog-table-of-contents__subtitle h5\">Chapter 4<\/p>\n\t\t\t\t\t<p class=\"wp-block-salesforce-blog-table-of-contents__title h3\">Rethink business processes for the agentic age<\/p>\n\n\t\t\t\t\t\t\t\t\t\t\t<p class=\"wp-block-salesforce-blog-table-of-contents__description\">\n\t\t\t\t\t\t\tRedesign intelligent workflows on desired outcomes\t\t\t\t\t\t<\/p>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"wp-block-salesforce-blog-table-of-contents__link\">\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"48\" height=\"48\" fill=\"none\" viewbox=\"0 0 48 48\"><circle cx=\"24\" cy=\"24\" r=\"24\" fill=\"#EAF5FE\" \/><path fill=\"#032D60\" fill-rule=\"evenodd\" d=\"M22.054 13.569v15.323c0 .415-.508.6-.785.323l-4.43-4.43a.67.67 0 0 0-.97 0L14.854 25.8a.67.67 0 0 0 0 .969l8.123 8.077a.67.67 0 0 0 .97 0l8.076-8.077a.67.67 0 0 0 0-.97l-.97-.969a.67.67 0 0 0-.968 0l-4.431 4.431c-.323.277-.831.093-.831-.323V13.615c0-.37-.277-.692-.646-.692h-1.385c-.369 0-.738.277-.738.646\" clip-rule=\"evenodd\" \/><\/svg>\n\t\t\t\t<\/div>\n\t\t\t<\/a>\n\t\t\t\t\t<a class=\"wp-block-salesforce-blog-table-of-contents__chapter wp-block-salesforce-blog-table-of-contents__chapter--compact salesforce-smooth-scroll-anchor\" href=\"#chapter-5\" aria-label=\"Skip to Chapter 5 - Ground agents in trusted, reliable data\">\n\t\t\t\t<div class=\"wp-block-salesforce-blog-table-of-contents__content\">\n\t\t\t\t\t<p class=\"wp-block-salesforce-blog-table-of-contents__subtitle h5\">Chapter 5<\/p>\n\t\t\t\t\t<p class=\"wp-block-salesforce-blog-table-of-contents__title h3\">Ground agents in trusted, reliable data<\/p>\n\n\t\t\t\t\t\t\t\t\t\t\t<p class=\"wp-block-salesforce-blog-table-of-contents__description\">\n\t\t\t\t\t\t\tTurn your data into a competitive advantage\t\t\t\t\t\t<\/p>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"wp-block-salesforce-blog-table-of-contents__link\">\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"48\" height=\"48\" fill=\"none\" viewbox=\"0 0 48 48\"><circle cx=\"24\" cy=\"24\" r=\"24\" fill=\"#EAF5FE\" \/><path fill=\"#032D60\" fill-rule=\"evenodd\" d=\"M22.054 13.569v15.323c0 .415-.508.6-.785.323l-4.43-4.43a.67.67 0 0 0-.97 0L14.854 25.8a.67.67 0 0 0 0 .969l8.123 8.077a.67.67 0 0 0 .97 0l8.076-8.077a.67.67 0 0 0 0-.97l-.97-.969a.67.67 0 0 0-.968 0l-4.431 4.431c-.323.277-.831.093-.831-.323V13.615c0-.37-.277-.692-.646-.692h-1.385c-.369 0-.738.277-.738.646\" clip-rule=\"evenodd\" \/><\/svg>\n\t\t\t\t<\/div>\n\t\t\t<\/a>\n\t\t\t\t\t<a class=\"wp-block-salesforce-blog-table-of-contents__chapter wp-block-salesforce-blog-table-of-contents__chapter--compact salesforce-smooth-scroll-anchor\" href=\"#chapter-6\" aria-label=\"Skip to Chapter 6 - Never stop improving\">\n\t\t\t\t<div class=\"wp-block-salesforce-blog-table-of-contents__content\">\n\t\t\t\t\t<p class=\"wp-block-salesforce-blog-table-of-contents__subtitle h5\">Chapter 6<\/p>\n\t\t\t\t\t<p class=\"wp-block-salesforce-blog-table-of-contents__title h3\">Never stop improving<\/p>\n\n\t\t\t\t\t\t\t\t\t\t\t<p class=\"wp-block-salesforce-blog-table-of-contents__description\">\n\t\t\t\t\t\t\tCoach your agents, prove their worth\t\t\t\t\t\t<\/p>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"wp-block-salesforce-blog-table-of-contents__link\">\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"48\" height=\"48\" fill=\"none\" viewbox=\"0 0 48 48\"><circle cx=\"24\" cy=\"24\" r=\"24\" fill=\"#EAF5FE\" \/><path fill=\"#032D60\" fill-rule=\"evenodd\" d=\"M22.054 13.569v15.323c0 .415-.508.6-.785.323l-4.43-4.43a.67.67 0 0 0-.97 0L14.854 25.8a.67.67 0 0 0 0 .969l8.123 8.077a.67.67 0 0 0 .97 0l8.076-8.077a.67.67 0 0 0 0-.97l-.97-.969a.67.67 0 0 0-.968 0l-4.431 4.431c-.323.277-.831.093-.831-.323V13.615c0-.37-.277-.692-.646-.692h-1.385c-.369 0-.738.277-.738.646\" clip-rule=\"evenodd\" \/><\/svg>\n\t\t\t\t<\/div>\n\t\t\t<\/a>\n\t\t\t<\/div>\n<\/div>\n\n\n\n<div class=\"chapter-sticky-nav\">\n\t<div class=\"chapter-sticky-nav__inner\">\n\t\t<button class=\"chapter-sticky-nav__menu-control\">\n\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewbox=\"0 0 22 24\" aria-hidden=\"true\" class=\"chapter-sticky-nav__menu-icon\"><path fill=\"#fff\" fill-rule=\"evenodd\" d=\"M19.492.923H7.677c-1.2 0-2.215 1.015-2.215 2.215v.37c0 .23.138.369.369.369h10.707c1.2 0 2.216 1.015 2.216 2.215v11.446c0 .231.138.37.37.37h.368c1.2 0 2.216-1.016 2.216-2.216V3.138c0-1.2-1.016-2.215-2.216-2.215m-5.169 5.17H2.508c-1.2 0-2.216 1.014-2.216 2.214v12.554c0 1.2 1.016 2.216 2.216 2.216h11.815c1.2 0 2.215-1.016 2.215-2.216V8.307c0-1.2-1.015-2.215-2.215-2.215Zm-8.861 13.29a.73.73 0 0 1-.739.739h-.738a.73.73 0 0 1-.739-.739v-.738a.73.73 0 0 1 .739-.739h.738a.73.73 0 0 1 .739.739zm0-4.43a.73.73 0 0 1-.739.738h-.738a.73.73 0 0 1-.739-.738v-.739c0-.415.323-.738.739-.738h.738c.416 0 .739.323.739.738zm0-4.431a.73.73 0 0 1-.739.738h-.738a.73.73 0 0 1-.739-.738v-.739c0-.415.323-.738.739-.738h.738c.416 0 .739.323.739.738zm8.123 8.861a.73.73 0 0 1-.739.739H7.723a.73.73 0 0 1-.738-.739v-.738c0-.416.323-.739.738-.739h5.123a.73.73 0 0 1 .739.739zm0-4.43a.73.73 0 0 1-.739.738H7.723a.73.73 0 0 1-.738-.738v-.739c0-.415.323-.738.738-.738h5.123a.73.73 0 0 1 .739.738zm0-4.431a.73.73 0 0 1-.739.738H7.723a.73.73 0 0 1-.738-.738v-.739c0-.415.323-.738.738-.738h5.123c.416 0 .739.323.739.738z\" clip-rule=\"evenodd\" \/><\/svg>\n\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewbox=\"0 0 18 18\" aria-hidden=\"true\" class=\"chapter-sticky-nav__close-icon\"><path fill=\"#032D60\" fill-rule=\"evenodd\" d=\"m11.515 8.93 6-6.045a.67.67 0 0 0 0-.97l-.923-.969a.67.67 0 0 0-.969 0L9.577 6.992a.446.446 0 0 1-.646 0L2.885.9a.67.67 0 0 0-.97 0l-.969.97a.67.67 0 0 0 0 .969l6.046 6.046a.446.446 0 0 1 0 .646L.9 15.623a.67.67 0 0 0 0 .97l.97.969a.67.67 0 0 0 .968 0l6.047-6.047a.446.446 0 0 1 .646 0l6.046 6.047a.67.67 0 0 0 .97 0l.968-.97a.67.67 0 0 0 0-.969l-6-6.046a.446.446 0 0 1 0-.646Z\" clip-rule=\"evenodd\" \/><\/svg>\n\t\t\t<span class=\"chapter-sticky-nav__heading\">Chapters<\/span>\n\t\t<\/button>\n\t\t<div class=\"chapter-sticky-nav__menu\">\n\t\t\t\t\t\t\t<a class=\"chapter-sticky-nav__link\" href=\"#introduction\" aria-label=\"Skip to Introduction - Make our agentic learning yours\">\n\t\t\t\t\t<div class=\"chapter-sticky-nav__content\">\n\t\t\t\t\t\t<p class=\"chapter-sticky-nav__subtitle\">Introduction<\/p>\n\t\t\t\t\t\t<p class=\"chapter-sticky-nav__title\">Make our agentic learning yours<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<a class=\"chapter-sticky-nav__link\" href=\"#chapter-1\" aria-label=\"Skip to Chapter 1 - Align around your goal\">\n\t\t\t\t\t<div class=\"chapter-sticky-nav__content\">\n\t\t\t\t\t\t<p class=\"chapter-sticky-nav__subtitle\">Chapter 1<\/p>\n\t\t\t\t\t\t<p class=\"chapter-sticky-nav__title\">Align around your goal<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<a class=\"chapter-sticky-nav__link\" href=\"#chapter-2\" aria-label=\"Skip to Chapter 2 - Design your human-AI workforce\">\n\t\t\t\t\t<div class=\"chapter-sticky-nav__content\">\n\t\t\t\t\t\t<p class=\"chapter-sticky-nav__subtitle\">Chapter 2<\/p>\n\t\t\t\t\t\t<p class=\"chapter-sticky-nav__title\">Design your human-AI workforce<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<a class=\"chapter-sticky-nav__link\" href=\"#chapter-3\" aria-label=\"Skip to Chapter 3 - Begin with the right use case\">\n\t\t\t\t\t<div class=\"chapter-sticky-nav__content\">\n\t\t\t\t\t\t<p class=\"chapter-sticky-nav__subtitle\">Chapter 3<\/p>\n\t\t\t\t\t\t<p class=\"chapter-sticky-nav__title\">Begin with the right use case<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<a class=\"chapter-sticky-nav__link\" href=\"#chapter-4\" aria-label=\"Skip to Chapter 4 - Rethink business processes for the agentic age\">\n\t\t\t\t\t<div class=\"chapter-sticky-nav__content\">\n\t\t\t\t\t\t<p class=\"chapter-sticky-nav__subtitle\">Chapter 4<\/p>\n\t\t\t\t\t\t<p class=\"chapter-sticky-nav__title\">Rethink business processes for the agentic age<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<a class=\"chapter-sticky-nav__link\" href=\"#chapter-5\" aria-label=\"Skip to Chapter 5 - Ground agents in trusted, reliable data\">\n\t\t\t\t\t<div class=\"chapter-sticky-nav__content\">\n\t\t\t\t\t\t<p class=\"chapter-sticky-nav__subtitle\">Chapter 5<\/p>\n\t\t\t\t\t\t<p class=\"chapter-sticky-nav__title\">Ground agents in trusted, reliable data<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<a class=\"chapter-sticky-nav__link\" href=\"#chapter-6\" aria-label=\"Skip to Chapter 6 - Never stop improving\">\n\t\t\t\t\t<div class=\"chapter-sticky-nav__content\">\n\t\t\t\t\t\t<p class=\"chapter-sticky-nav__subtitle\">Chapter 6<\/p>\n\t\t\t\t\t\t<p class=\"chapter-sticky-nav__title\">Never stop improving<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/a>\n\t\t\t\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n\n<div class=\"alignfull wp-block-salesforce-blog-chapter-title\">\n\t<div id=\"introduction\" class=\"wp-block-salesforce-blog-chapter-title__wrapper\">\n\n\t\t\t<span class=\"wp-block-salesforce-blog-chapter-title__background-image\" style=\"background-image: url(https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/09\/Chapter_Header_clouds.png); background-repeat: no-repeat; background-size: contain; display:block; max-height: 1080px; max-width: 2880\"><\/span>\n\t\n\t\t\t<span class=\"wp-block-salesforce-blog-chapter-title__ornamental-image\" style=\"background-image: url(https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/09\/butterfly_v2.png); background-repeat: no-repeat; background-size: contain; display:block; height: 192px; width: auto\"><\/span>\n\t\n\t<div class=\"wp-block-salesforce-blog-chapter-title__content container wp-block-salesforce-blog-chapter-title--compact\">\n\t\t<h2 class=\"wp-block-salesforce-blog-chapter-title__title\">Introduction<\/h2>\n\t\t\t\t<h2 class=\"wp-block-salesforce-blog-chapter-title__subtitle\">Make our agentic learning yours<\/h2>\n\t\t\t<\/div>\n\n\t<\/div>\n<\/div>\n\n\n\n<h3 id=\"h-ai-agents-are-transforming-every-industry-and-it-s-only-accelerating\" class=\"wp-block-heading\">AI agents are transforming every industry \u2014 and it&#8217;s only accelerating<\/h3>\n\n\n\n<h4 id=\"h-we-ve-refreshed-our-guide-to-help-you-to-keep-pace-and-win\" class=\"wp-block-heading agentic\"><br>We&#8217;ve refreshed our guide to help you to keep pace and win<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">In late spring of 2025, when we first published this guide, the agentic enterprise was still an emerging idea. Today, it&#8217;s the operating model most companies aspire to, and many are already building. In just one year, the question shifted from \u201cWhat is an agentic enterprise?\u201d to \u201cHow do we get there from here?\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We updated this step-by-step guide with our latest knowledge and lessons because the answer to &#8220;how&#8221; hasn&#8217;t got any simpler and for many it&#8217;s become even more urgent.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Every business leader is staring down that impossible equation: deliver exponential growth on flat budgets, beat competitors moving faster every quarter and meet customer expectations that reset higher every day.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns roundcorners playbook-voices_alignwide has-yellow-95-background-color has-background is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\" style=\"box-shadow:var(--wp--preset--shadow--deep)\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<figure class=\"wp-block-embed is-type-video is-provider-vidyard wp-block-embed-vidyard\"><div class=\"wp-block-embed__wrapper\">\n<script type=\"text\/javascript\" async src=\"https:\/\/play.vidyard.com\/embed\/v4.js\"><\/script><img decoding=\"async\"  style=\"width: 100%; margin: auto; display: block;\"  class=\"vidyard-player-embed\"  src=\"https:\/\/play.vidyard.com\/PyzWhrYmsHcR5TyakdKHSo.jpg\"  data-uuid=\"PyzWhrYmsHcR5TyakdKHSo\"  data-v=\"4\"  data-type=\"inline\"  data-width=\"500\"  data-height=\"281\"\/>\n<\/div><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\"><span class=\"salesforce-blog-heading__eyebrow is-style-eyebrow-pill\">VOICES OF THE PLAYBOOK<\/span>\n<h4 id=\"h-what-does-it-mean-to-be-an-agentic-enterprise\" class=\"wp-block-heading agentic_playbook_eyebrow is-style-default playbook-voices_headline_h4\"><strong>What does it mean to be an agentic enterprise?<\/strong><\/h4>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-alpha-channel-opacity has-background is-style-wide playbook-voices-hr\" style=\"background-color:#595959;color:#595959\"\/>\n\n\n\n<p class=\"is-style-intro-alt has-text-color has-link-color wp-elements-1 wp-block-paragraph\" style=\"color:#595959\">If you&#8217;re just starting out, you may wonder what qualifies as an agentic enterprise. The truth is, it means different things to different people, even among our own leadership. <strong>And that&#8217;s okay. <\/strong>Broadly put, the <a href=\"https:\/\/www.salesforce.com\/ap\/agentforce\/agentic-enterprise\/\">agentic enterprise<\/a> is where humans, AI agents and platforms work together to drive better business outcomes.&nbsp;<\/p>\n\n\n\n<p class=\"is-style-intro-alt has-text-color has-link-color wp-elements-2 wp-block-paragraph\" style=\"color:#595959\">Far more than an investment in technology or a productivity layer bolted on top of how you operate today, the agentic enterprise has an entirely different architecture, with connected systems for data, work, agents and human collaboration underneath it. The chapters ahead show you what that architecture looks like and how to build it, one step at a time.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 id=\"h-we-ve-been-exactly-where-you-are\" class=\"wp-block-heading\">We&#8217;ve been exactly where you are<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">At Salesforce, our own AI journey has been filled with experimentation, breakthroughs and hard-earned lessons. For years, customers have asked our leadership the same question: &#8220;How do you run your company?&#8221; With 80,000 employees, a quickly evolving product stack and customers in every sector across the globe, we don&#8217;t always get it right at first.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">So how did we become the agentic enterprise we are today? Our answer is a philosophy and formalised programme we call <a href=\"https:\/\/www.salesforce.com\/ap\/agentforce\/use-cases\/customer-zero\/\">Customer Zero<\/a>: We try every platform, feature and process on ourselves before guiding our customers to do the same. This playbook draws on the lessons, experiments and shortcuts from our own journey and the experience of guiding thousands of customers, from innovative startups to Fortune 500 enterprises, through their own AI transformations. We&#8217;ve seen what works, what doesn&#8217;t and the real benefits that emerge when AI agents are woven into everything from sales and marketing to HR and beyond.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Our biggest takeaway: The agentic enterprise isn&#8217;t a future state you prepare for. It&#8217;s a way of working you start practising now.<\/strong><\/p>\n\n\n\n<h3 id=\"h-how-to-use-this-guide\" class=\"wp-block-heading\">How to use this guide<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">If you&#8217;re early on your agentic AI journey, read this playbook sequentially: It&#8217;s a step-by-step roadmap. If you&#8217;d rather jump straight to the chapter that addresses your immediate need, the structure supports that too. Each chapter includes:<\/p>\n\n\n\n<div class=\"wp-block-columns alignwide is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-ornament-card ai-playbook-blue-card-bg\">\n\t<div class=\"wp-block-ornament-card__content\">\n\t\t\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-group is-nowrap is-layout-flex wp-container-core-group-is-layout-8f761849 wp-block-group-is-layout-flex\">\n<p class=\"wp-block-paragraph\"><strong><strong>How we\u2019re doing it<\/strong><\/strong><\/p>\n<\/div>\n\n\n\n<p class=\"is-style-default small wp-block-paragraph\">An actionable summary of our recent Customer Zero techniques and learnings.<\/p>\n\n\t<\/div>\n\t<div class=\"wp-block-ornament-card__media\">\n\t\t\t<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-ornament-card ai-playbook-blue-card-bg\">\n\t<div class=\"wp-block-ornament-card__content\">\n\t\t\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-group is-nowrap is-layout-flex wp-container-core-group-is-layout-8f761849 wp-block-group-is-layout-flex\">\n<p class=\"wp-block-paragraph\"><strong><strong>Customers getting it right<\/strong><\/strong><\/p>\n<\/div>\n\n\n\n<p class=\"is-style-default small wp-block-paragraph\">Wins, pitfalls and no-holds-barred examples from real Salesforce customers.<\/p>\n\n\t<\/div>\n\t<div class=\"wp-block-ornament-card__media\">\n\t\t\t<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-ornament-card ai-playbook-blue-card-bg\">\n\t<div class=\"wp-block-ornament-card__content\">\n\t\t\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-group is-nowrap is-layout-flex wp-container-core-group-is-layout-8f761849 wp-block-group-is-layout-flex\">\n<p class=\"wp-block-paragraph\"><strong><strong><strong>Voices of the Playbook<\/strong><\/strong><\/strong><\/p>\n<\/div>\n\n\n\n<p class=\"is-style-default small wp-block-paragraph\">Brief videos from our leaders with a micro-lesson that\u2019s applicable to your business.<\/p>\n\n\t<\/div>\n\t<div class=\"wp-block-ornament-card__media\">\n\t\t\t<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-ornament-card ai-playbook-blue-card-bg\">\n\t<div class=\"wp-block-ornament-card__content\">\n\t\t\n\n<div style=\"height:10px;width:0px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-group is-nowrap is-layout-flex wp-container-core-group-is-layout-8f761849 wp-block-group-is-layout-flex\">\n<p class=\"wp-block-paragraph\"><strong><strong>A downloadable worksheet<\/strong><\/strong><\/p>\n<\/div>\n\n\n\n<p class=\"is-style-default small wp-block-paragraph\">A way to reinforce the chapter&#8217;s key lessons and put them into practice with your team.<\/p>\n\n\t<\/div>\n\t<div class=\"wp-block-ornament-card__media\">\n\t\t\t<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>The bottom line? Start now.<\/strong> According to our 2026 study of more than 2,000 agentic AI decision-makers, 77% of organisations are already deploying or experimenting with agentic AI. For companies that have successfully deployed agents, customer satisfaction scores (CSAT) are up 29%, resolution times are 31% faster and operating costs are down ~29%. What\u2019s more, the median <strong>time to meaningful ROI among deployed organisations is now a mere eight months.<\/strong><\/p>\n\n\n\n<div class=\"is-style-gradient-alternative wp-block-salesforce-blog-stats\">\n\t<div class=\"wp-block-salesforce-blog-stats__container\">\n\t\t<header class=\"wp-block-salesforce-blog-stats__stat\">\n\t\t\t<p class=\"wp-block-salesforce-blog-stats__number\">77%<\/p>\n\t\t<\/header>\n\n\t\t<div class=\"wp-block-salesforce-blog-stats__content\">\n\t\t\t<p class=\"wp-block-salesforce-blog-stats__headline\">of organisations are already deploying or experimenting with agentic AI<\/p>\n\t\t\t<p class=\"wp-block-salesforce-blog-stats__description\">Source: The State of Agentic AI in the Enterprise<\/p>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n\n\n<p class=\"wp-block-paragraph\"><strong>The distance between those finding value from AI agents and those still thinking about it is widening quickly.<\/strong> This playbook is designed to help you to close the gap.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Let&#8217;s begin.<\/p>\n\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"alignfull wp-block-salesforce-blog-chapter-title\">\n\t<div id=\"chapter-1\" class=\"wp-block-salesforce-blog-chapter-title__wrapper\">\n\n\t\t\t<span class=\"wp-block-salesforce-blog-chapter-title__background-image\" style=\"background-image: url(https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/09\/Chapter_Header_clouds.png); background-repeat: no-repeat; background-size: contain; display:block; max-height: 1080px; max-width: 2880\"><\/span>\n\t\n\t\t\t<span class=\"wp-block-salesforce-blog-chapter-title__ornamental-image\" style=\"background-image: url(https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/09\/butterfly_v2.png); background-repeat: no-repeat; background-size: contain; display:block; height: 192px; width: auto\"><\/span>\n\t\n\t<div class=\"wp-block-salesforce-blog-chapter-title__content container wp-block-salesforce-blog-chapter-title--compact\">\n\t\t<h2 class=\"wp-block-salesforce-blog-chapter-title__title\">Chapter 1<\/h2>\n\t\t\t\t<h2 class=\"wp-block-salesforce-blog-chapter-title__subtitle\">Align around your goal<\/h2>\n\t\t\t<\/div>\n\n\t<\/div>\n<\/div>\n\n\n\n<h3 id=\"h-scale-the-ai-capabilities-that-move-your-business-forward\" class=\"wp-block-heading\">Scale the AI capabilities that move your business forward<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">There&#8217;s a version of AI adoption that looks good on LinkedIn: a company proudly announcing that its pilot successfully launched, agents deployed, metrics improving. The announcement garners a wave of likes, hearts and comments. And then, six months later, silence. The initiative stalls. Agents go underused. Teams revert to old habits. What happened?&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>The technology was ready, the organisation was not<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">New research from the <a href=\"https:\/\/www.salesforce.com\/ap\/products\/resources\/state-of-agentic-ai-in-enterprise\/\">State of Agentic AI in the Enterprise report<\/a> confirms it: Organisations that experienced a stalled or failed initiative were more likely to blame organisational factors than technology constraints.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In fact, the top barriers weren&#8217;t cost or budget (19%) \u2014 they were organisational resistance (29%) and a lack of AI fluency (29%). And when asked what they&#8217;d do differently, the most common answer had nothing to do with technology. It was: &#8220;invest in change management earlier.&#8221;<\/p>\n\n\n\n<div class=\"wp-block-salesforce-blog-stats\">\n\t<div class=\"wp-block-salesforce-blog-stats__container\">\n\t\t<header class=\"wp-block-salesforce-blog-stats__stat\">\n\t\t\t<p class=\"wp-block-salesforce-blog-stats__number\"><\/p>\n\t\t<\/header>\n\n\t\t<div class=\"wp-block-salesforce-blog-stats__content\">\n\t\t\t<p class=\"wp-block-salesforce-blog-stats__headline\">When we asked 2,000 AI decision-makers what they&#039;d do differently, the most common answer was &quot;invest in change management earlier.\u201d<\/p>\n\t\t\t<p class=\"wp-block-salesforce-blog-stats__description\">Source: The State of Agentic AI in the Enterprise<\/p>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n\n\n<p class=\"wp-block-paragraph\">But these are solvable challenges and we&#8217;ve learnt a lot about how to get there. This chapter covers the attributes of leaders that turn pilots into lasting results, how to assess where your organisation stands on its agentic journey and how Salesforce is thinking of its own agentic transformation.&nbsp;<\/p>\n\n\n\n<h4 id=\"h-the-cio-s-job-description-has-been-rewritten\" class=\"wp-block-heading\">The CIO&#8217;s job description has been rewritten<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Historically, the C-suite divided its responsibilities cleanly:&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The CIO built and maintained infrastructure.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The CHRO managed people and culture.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The CFO protected the bottom line etc.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Those mandates still exist. But in the era of agentic AI, none of them is sufficient on its own. As Shibani Ahuja, SVP of enterprise IT strategy, states, \u201cToday&#8217;s CIOs are becoming educators. They\u2019ve become collaborators. They\u2019ve become translators. They are helping boards and business unit leaders understand not just what AI agents can do, but what it means for how the organisation works. They are bridging the gap between technical possibility and business strategy.\u201d<\/p>\n\n\n<div class=\"wp-block-quote-article alignwide\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote alignwide is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"alignwide wp-block-paragraph\">Today&#8217;s CIOs are becoming educators. They\u2019ve become collaborators. They\u2019ve become translators. They are helping boards and business unit leaders understand not just what AI agents can do, but what it means for how the organisation works.<\/p>\n<\/blockquote>\n<span class=\"citation-role\"><strong>Shibani Ahuja<\/strong>, SVP, Enterprise IT Strategy<\/span>\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=Agentic%20AI%20Playbook%202.0\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=Agentic%20AI%20Playbook%202.0&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewbox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"Agentic AI Playbook 2.0\" https:\/\/www.salesforce.com\/ap\/blog\/playbook\/agentic-ai\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div>\n\n\n<p class=\"wp-block-paragraph\">The most effective AI leaders have stopped asking, &#8220;What&#8217;s my role in this?&#8221; and started asking, <strong>&#8220;What kind of organisation are we becoming \u2014 and how do we build it together?&#8221;<\/strong><\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div style=\"height:1px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns roundcorners playbook-voices_alignwide has-yellow-95-background-color has-background is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\" style=\"box-shadow:var(--wp--preset--shadow--deep)\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<figure class=\"wp-block-embed is-type-video is-provider-vidyard wp-block-embed-vidyard\"><div class=\"wp-block-embed__wrapper\">\n<script type=\"text\/javascript\" async src=\"https:\/\/play.vidyard.com\/embed\/v4.js\"><\/script><img decoding=\"async\"  style=\"width: 100%; margin: auto; display: block;\"  class=\"vidyard-player-embed\"  src=\"https:\/\/play.vidyard.com\/7nwhBvYN75AL81exyyVjnq.jpg\"  data-uuid=\"7nwhBvYN75AL81exyyVjnq\"  data-v=\"4\"  data-type=\"inline\"  data-width=\"500\"  data-height=\"281\"\/>\n<\/div><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\"><span class=\"salesforce-blog-heading__eyebrow is-style-eyebrow-pill\">VOICES OF THE PLAYBOOK<\/span>\n<h4 id=\"h-agents-don-t-think-in-silos-and-leaders-can-t-either\" class=\"wp-block-heading agentic_playbook_eyebrow is-style-default playbook-voices_headline_h4\"><strong>Agents don&#8217;t think in silos and leaders can&#8217;t either<\/strong><\/h4>\n\n\n\n<p class=\"is-style-eyebrow playbook-voices_title has-blue-50-color has-text-color has-link-color wp-elements-3 wp-block-paragraph\"><strong><strong>Andy White \u2022 SVP, Salesforce on Salesforce Technology <\/strong><\/strong><\/p>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-alpha-channel-opacity has-background is-style-wide playbook-voices-hr\" style=\"background-color:#595959;color:#595959\"\/>\n\n\n\n<p class=\"is-style-intro-alt has-text-color has-link-color wp-elements-4 wp-block-paragraph\" style=\"color:#595959\">Agentic AI has a habit of exposing what businesses really need. As Andy White, SVP, Salesforce on Salesforce technology, puts it: Agents aren&#8217;t bound by org charts or technology silos \u2014 so the old logic of handoffs and rigid roles doesn&#8217;t hold. The leaders finding their footing fastest are building teams around opinionated, curious generalists: People who can go wider and deeper than any title used to allow.<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">Agents expose the things that are good principles, period. Like, the best CIOs should have always been educators and connectors.&#8221;<\/p>\n<\/blockquote>\n<span class=\"citation-role\"><strong>Andy White<\/strong>, SVP, Salesforce on Salesforce Technology<\/span>\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=Agentic%20AI%20Playbook%202.0\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=Agentic%20AI%20Playbook%202.0&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewbox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"Agentic AI Playbook 2.0\" https:\/\/www.salesforce.com\/ap\/blog\/playbook\/agentic-ai\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div><\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 id=\"h-where-are-you-on-your-agentic-journey-nbsp\" class=\"wp-block-heading\">Where are you on your agentic journey?&nbsp;<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">If you\u2019re hesitant to answer that question, here&#8217;s something worth knowing: Most leaders are still in the early stages too. Our The State of Agentic AI in the Enterprise report found that while 30% of respondents have fully deployed AI agents, 47% are still experimenting with pilots and 23% are shopping around or in the planning stage.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If you\u2019re at the starting line, the first step is understanding your current AI readiness. Salesforce has created a multi-level agentic maturity model to help you to understand where you are and where you can go. This progressive approach allows organisations to build capabilities incrementally while demonstrating business value at each stage.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;6aa1ed1221fdb&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"6aa1ed1221fdb\" class=\"wp-block-image size-full wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"2724\" height=\"1700\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on--pointerdown=\"actions.preloadImage\" data-wp-on--pointerenter=\"actions.preloadImageWithDelay\" data-wp-on--pointerleave=\"actions.cancelPreload\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/Agent-Maturity.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-12200\" srcset=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/Agent-Maturity.png 2724w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/Agent-Maturity.png?w=300&amp;h=187 300w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/Agent-Maturity.png?w=768&amp;h=479 768w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/Agent-Maturity.png?w=1024&amp;h=639 1024w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/Agent-Maturity.png?w=1536&amp;h=959 1536w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/Agent-Maturity.png?w=2048&amp;h=1278 2048w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/Agent-Maturity.png?w=150&amp;h=94 150w\" sizes=\"auto, (max-width: 2724px) 100vw, 2724px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\tdata-wp-bind--aria-label=\"state.thisImage.triggerButtonAriaLabel\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.thisImage.buttonRight\"\n\t\t\tdata-wp-style--top=\"state.thisImage.buttonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Level 1 <\/strong>is where companies define their AI strategy, establish guardrails and begin connecting data sources. Think: an AI agent that answers common employee questions like \u201cWhat\u2019s our holiday policy?\u201d or \u201cHow do I reset my password?\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">As you progress to <strong>Level 2<\/strong>, agents evolve to execute tasks with a single specialised skill \u2014 like processing expense reports or automatically booking meetings when customers request demos.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">At <strong>Level 3<\/strong>, agents can orchestrate complex workflows that span multiple departments and systems \u2014 such as managing an entire employee onboarding sequence that automatically creates accounts, schedules training, assigns equipment and co-ordinates with IT, HR and facilities teams.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Finally, <strong>Level 4<\/strong> represents agents co-ordinating with other agents across your organisation and even external systems \u2014 like your sales agent collaborating with your marketing agent and your vendor\u2019s supply chain agent to automatically qualify leads, personalise outreach, negotiate pricing and fulfil orders without human intervention.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Most organisations start at Level 1 and build incrementally. Today, many of our <a href=\"https:\/\/www.salesforce.com\/ap\/agentforce\/\">Agentforce<\/a> customers \u2014 companies using Salesforce\u2019s AI agent platform to automate complex tasks and augment their workforce \u200c\u2014 are well into Level 3. Understanding your maturity level helps you to choose the right starting point for your organisation. Armed with that knowledge, you\u2019re ready to build your strategy for implementing AI agents.<\/p>\n\n\n\n<h4 id=\"h-moving-up-the-maturity-curve-with-bionic\" class=\"wp-block-heading\">Moving up the maturity curve, with Bionic<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">James Lomas is CTO of Bionic, an UK business services comparison platform that helps over 200,000 small businesses manage essentials like energy and insurance. In deploying Agentforce in live operations, he learnt something every leader staring at an AI pilot needs to hear: The gap between delivery and value is real and it doesn&#8217;t close on its own.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">From resisting the urge to let a general-purpose model loose on narrow procedural tasks to building an intentional improvement cycle, it takes discipline to move up the maturity curve. His most important insight? Fifty per cent of Bionic&#8217;s customer needs can be met agentically, but only because they were honest enough to ask which ones genuinely required a human first. <a href=\"https:\/\/www.salesforce.com\/ap\/customer-stories\/bionic-james-lomas-byline\/\">Read more on Bionic&#8217;s agentic transformation here \u2192<\/a><\/p>\n\n\n\n<h3 id=\"h-the-agentic-enterprise-in-five-systems\" class=\"wp-block-heading\">The Agentic Enterprise, in five systems<\/h3>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;6aa1ed1223928&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"6aa1ed1223928\" class=\"wp-block-image size-full wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"2048\" height=\"1154\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on--pointerdown=\"actions.preloadImage\" data-wp-on--pointerenter=\"actions.preloadImageWithDelay\" data-wp-on--pointerleave=\"actions.cancelPreload\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/image_d18514.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-12201\" srcset=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/image_d18514.png 2048w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/image_d18514.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/image_d18514.png?w=768&amp;h=433 768w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/image_d18514.png?w=1024&amp;h=577 1024w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/image_d18514.png?w=1536&amp;h=866 1536w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/image_d18514.png?w=150&amp;h=85 150w\" sizes=\"auto, (max-width: 2048px) 100vw, 2048px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\tdata-wp-bind--aria-label=\"state.thisImage.triggerButtonAriaLabel\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.thisImage.buttonRight\"\n\t\t\tdata-wp-style--top=\"state.thisImage.buttonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Salesforce\u2019s agentic enterprise architecture brings together data, models, workflows and experiences with trust built in from the start.<\/figcaption><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">At Salesforce, we think about the agentic enterprise as a unified architecture that brings together data, models, workflows and experiences, with trust and governance built in. It\u2019s crafted for humans and agents to work together, each system in tandem with the others.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This architecture isn&#8217;t the whole of becoming an agentic enterprise; that also takes people and processes change too, but building on a unified platform is what sets you up for success.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>System of Context:<\/strong> The data foundation. The records, knowledge and customer history that ground every decision, workflow and agent. Without context, AI is just guessing.<br><\/li>\n\n\n\n<li><strong>System of Work<\/strong>: The apps where work actually gets done \u2014&nbsp;and the business logic to make it happen. The workflows, processes, approvals, rules and governance that live within <a href=\"https:\/\/www.salesforce.com\/ap\/products\/what-is-customer-360\/\">Customer 360<\/a> are used by both humans and agents working on service, sales, marketing and commerce teams every day.<br><\/li>\n\n\n\n<li><strong>System of Insight: <\/strong>Where governed data is transformed into understanding within the context of your business. With <a href=\"https:\/\/www.salesforce.com\/ap\/analytics\/\">Tableau<\/a>, these insights are served up instantly, empowering humans and agents to take action wherever work is already happening.&nbsp;<br><\/li>\n\n\n\n<li><strong>System of Agency:<\/strong> A central place where agents are built, tested, managed and then deployed across your organisation. Agentforce helps deliver employee and customer-facing agents that take trackable and accountable action.<br><\/li>\n\n\n\n<li><strong>System of Engagement: <\/strong>The platform that lets humans and agents meet to get work done together, right in the flow of work. In Salesforce, this is <a href=\"http:\/\/salesforce.com\/ap\/slack\/\">Slack<\/a>, where employees provide direction and their personalised AI assistants execute.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">With Headless 360, context, work, insight, agency and engagement all share the same foundation, the same governance and the same source of truth \u2014 so you can bring that entire architecture to any surface you choose, without rebuilding it each time. It&#8217;s what turns five capable systems into one agentic enterprise.<\/p>\n\n\n\n<h4 id=\"h-try-these-activities-define-your-vision-and-map-your-foundation\" class=\"wp-block-heading\">Try these activities: Define your vision and map your foundation<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Every agentic AI journey starts with two questions: \u201cWhere are we going?\u201d and \u201cWhat are we building on?\u201d This activity helps your team answer both. Download the worksheet below to complete with your cross-functional team.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-group alignwide is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"alignfull wp-block-salesforce-blog-section-heading\">\n\t<h2 class=\"wp-block-salesforce-blog-section-heading__title\">\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"14\" height=\"13\" fill=\"none\" viewbox=\"0 0 14 13\" aria-hidden=\"true\" class=\"wp-block-salesforce-blog-section-heading__icon\"><path fill=\"#032D60\" d=\"M3.43 13a1 1 0 0 1-.59-.19 1 1 0 0 1-.4-1L3 8.37.52 5.93a1 1 0 0 1 .56-1.73l3.47-.5L6.09.56a1.06 1.06 0 0 1 1.82 0L9.46 3.7l3.46.5a1 1 0 0 1 .56 1.73L11 8.37l.59 3.45a1 1 0 0 1-1.46 1.06L7 11.26l-3.1 1.62a1 1 0 0 1-.47.12M7 9.1a1 1 0 0 1 .47.12l1.75.92-.33-2a1 1 0 0 1 .29-.9l1.42-1.33-2-.28a1 1 0 0 1-.76-.56L7 3.3l-.88 1.77a1 1 0 0 1-.76.56l-2 .28 1.46 1.38a1 1 0 0 1 .29.9l-.33 2 1.75-.92A1 1 0 0 1 7 9.1\" \/><\/svg>\n\t\t\t\tAgentic AI Resource\t<\/h2>\n<\/div>\n\n\n\n<div class=\"wp-block-columns alignfull is-style-vertical-spacing-bottom-border is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h3 id=\"h-download-the-ai-vision-statement-and-system-mapping-worksheets\" class=\"wp-block-heading\">Download the AI vision statement and system mapping worksheets<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><br><br>Use these worksheets to create a powerful vision statement for your AI journey and start to map the systems to build your agentic enterprise. Ask your cross-functional team members to help fill in the fields. You might be surprised by the results.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.salesforce.com\/blog\/wp-content\/uploads\/sites\/2\/2026\/07\/Agentic_Playbook_Define-Your-Vision.pdf?d=AAPC1\" target=\"_blank\" rel=\"noreferrer noopener\">Download<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:43%\">\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1536\" height=\"865\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/08\/Create_Your_Strategic_Vision.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-12202\" style=\"aspect-ratio:16\/9;object-fit:contain\" srcset=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/08\/Create_Your_Strategic_Vision.png 1536w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/08\/Create_Your_Strategic_Vision.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/08\/Create_Your_Strategic_Vision.png?w=768&amp;h=433 768w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/08\/Create_Your_Strategic_Vision.png?w=1024&amp;h=577 1024w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/08\/Create_Your_Strategic_Vision.png?w=150&amp;h=84 150w\" sizes=\"auto, (max-width: 1536px) 100vw, 1536px\" \/><\/figure>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-salesforce-blog-curated-articles alignnormal is-style-row alignwide wp-block-salesforce-blog-curated-articles-v2\">\n\t<ul class=\"sp-top-latest sp-top-latest--row\">\n\t\t\n\n<li class=\"card card--row\">\n\t<article class=\"card__article\">\n\t\t<div class=\"card__contents\">\n\t\t\t<div class=\"card__meta\">\n\t\t\t\t\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t<a href=\"https:\/\/www.salesforce.com\/ap\/agentforce\/what-is-agentic-ai\/\" target=\"_blank\" class=\"card__link\">\n\t\t\t\t<h2 class=\"card__title h6\">\n\t\t\t\t\tWhat is Agentic AI? A complete guide for businesses in Asia\t\t\t\t<\/h2>\n\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t\t<div class=\"card__thumbnail\">\n\t\t\t\t<span class=\"img-object-fit\"><img decoding=\"async\" src=\"https:\/\/wp.sfdcdigital.com\/en-us\/wp-content\/uploads\/sites\/4\/2024\/12\/marquee-agentforce-agentic-ai.png?w=1024\" alt=\"\" loading=\"lazy\" \/><\/span>\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/article>\n<\/li>\n\n\n\n<li class=\"card card--row\">\n\t<article class=\"card__article\">\n\t\t<div class=\"card__contents\">\n\t\t\t<div class=\"card__meta\">\n\t\t\t\t\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t<a href=\"https:\/\/www.salesforce.com\/ap\/agentforce\/ai-agents\/autonomous-agents\/\" target=\"_blank\" class=\"card__link\">\n\t\t\t\t<h2 class=\"card__title h6\">\n\t\t\t\t\tAutonomous Agents: How They Work\t\t\t\t<\/h2>\n\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t\t<div class=\"card__thumbnail\">\n\t\t\t\t<span class=\"img-object-fit\"><img decoding=\"async\" src=\"https:\/\/wp.sfdcdigital.com\/en-ap\/wp-content\/uploads\/sites\/14\/2024\/06\/SFC-24017-autonomous-agents-1680x1120-1.jpg?w=1024\" alt=\"\" loading=\"lazy\" \/><\/span>\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/article>\n<\/li>\n\n\n\n<li class=\"card card--row\">\n\t<article class=\"card__article\">\n\t\t<div class=\"card__contents\">\n\t\t\t<div class=\"card__meta\">\n\t\t\t\t\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t<a href=\"https:\/\/www.salesforce.com\/ap\/agentforce\/agent-builder\/how-to-build\/\" target=\"_blank\" class=\"card__link\">\n\t\t\t\t<h2 class=\"card__title h6\">\n\t\t\t\t\tHow to Build an AI Agent\t\t\t\t<\/h2>\n\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t\t<div class=\"card__thumbnail\">\n\t\t\t\t<span class=\"img-object-fit\"><img decoding=\"async\" src=\"https:\/\/wp.sfdcdigital.com\/en-us\/wp-content\/uploads\/sites\/4\/2024\/10\/og-marquee-advantages-ai.webp?w=1024\" alt=\"\" loading=\"lazy\" \/><\/span>\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/article>\n<\/li>\n\n\t<\/ul>\n<\/div>\n\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"alignfull wp-block-salesforce-blog-chapter-title\">\n\t<div id=\"chapter-2\" class=\"wp-block-salesforce-blog-chapter-title__wrapper\">\n\n\t\t\t<span class=\"wp-block-salesforce-blog-chapter-title__background-image\" style=\"background-image: url(https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/09\/Chapter_Header_clouds.png); background-repeat: no-repeat; background-size: contain; display:block; max-height: 1080px; max-width: 2880\"><\/span>\n\t\n\t\t\t<span class=\"wp-block-salesforce-blog-chapter-title__ornamental-image\" style=\"background-image: url(https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/09\/butterfly_v2.png); background-repeat: no-repeat; background-size: contain; display:block; height: 192px; width: auto\"><\/span>\n\t\n\t<div class=\"wp-block-salesforce-blog-chapter-title__content container wp-block-salesforce-blog-chapter-title--compact\">\n\t\t<h2 class=\"wp-block-salesforce-blog-chapter-title__title\">Chapter 2<\/h2>\n\t\t\t\t<h2 class=\"wp-block-salesforce-blog-chapter-title__subtitle\">Design your human-AI workforce<\/h2>\n\t\t\t<\/div>\n\n\t<\/div>\n<\/div>\n\n\n\n<h3 id=\"h-remove-blockers-inspire-your-teams-and-set-them-up-for-success\" class=\"wp-block-heading\">Remove blockers, inspire your teams and set them up for success<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Agents bring obvious advantages to any workforce. They can handle thousands of conversations at once; they\u2019re fluent across languages; and they\u2019re available around the clock. But as our The State of Agentic AI in the Enterprise report makes clear, giving full autonomy to agents remains rare &#8211; 99% of AI deployed organisations run agents with human oversight. Organisations are actively determining where humans belong in a workflow, rather than tagging them in when something breaks.<\/p>\n\n\n\n<div class=\"wp-block-salesforce-blog-stats\">\n\t<div class=\"wp-block-salesforce-blog-stats__container\">\n\t\t<header class=\"wp-block-salesforce-blog-stats__stat\">\n\t\t\t<p class=\"wp-block-salesforce-blog-stats__number\">99%<\/p>\n\t\t<\/header>\n\n\t\t<div class=\"wp-block-salesforce-blog-stats__content\">\n\t\t\t<p class=\"wp-block-salesforce-blog-stats__headline\">of AI deployed organisations run agents with human oversight<\/p>\n\t\t\t<p class=\"wp-block-salesforce-blog-stats__description\">Source: The State of Agentic AI in the Enterprise<\/p>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n\n\n<p class=\"wp-block-paragraph\"><br>Organisations that trust agents with consequential work build their agents around how their people already work. This engineering is the hard part. It means building AI fluency across your workforce before it&#8217;s needed, creating the conditions where employees see agents as force multipliers rather than threats and designing how humans and agents succeed together.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">What we&#8217;ve found, both in our own journey and across the organisations we work with, is that the companies building lasting human-agent workforces are doing it deliberately: redesigning roles, reskilling broadly and treating human oversight not as a constraint on AI \u2014 but as the design principle that makes it work.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In this chapter, we&#8217;ll show you how to build that kind of workforce.<\/p>\n\n\n\n<h3 id=\"h-the-transformation-mindset\" class=\"wp-block-heading\">The transformation mindset<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Successful agentic enterprises view agents as an opportunity to <strong>elevate human work.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This mindset must be actively championed by leadership and reinforced through consistent messaging, success demonstrations and recognition of employees who work effectively with agents. Leadership buy-in must span the business for a holistic approach, including technology leaders who oversee implementation; business leaders tracking strategic objectives; and HR leaders advising on career pathways and learning programmes.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Here are a few practical approaches for leadership to champion this mindset:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Have leaders openly discuss their own AI learning experiences, including successes and challenges.&nbsp;<\/li>\n\n\n\n<li>Map KPIs, incentives or goals to the specific behaviour you actually want. Avoid making the goal broad like &#8220;AI adoption.&#8221;&nbsp;A generic mandate without a matching incentive turns into a check-the-box exercise instead of real behaviour change.<\/li>\n\n\n\n<li>Develop pathways for high performers to become \u201ccitizen developers,\u201d encouraging them to build and implement agents to tackle repetitive tasks.<\/li>\n\n\n\n<li>Encourage managers to host regular \u201cAgentic Success Showcases\u201d where teams demonstrate what\u2019s working and learn as a collaborative group.<\/li>\n\n\n\n<li>Incorporate AI collaboration skills into performance reviews and promotion criteria.<\/li>\n\n\n\n<li>Create internal communities where employees share best practices.<\/li>\n\n\n\n<li>Establish recognition programs that celebrate employees who work with agents in new ways.<\/li>\n<\/ul>\n\n\n\n<h3 id=\"h-the-4rs-to-building-the-human-and-agent-workforce-nbsp\" class=\"wp-block-heading\">The 4Rs to building the human and agent workforce&nbsp;<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Capturing the AI opportunity means moving beyond static job roles and redesigning work at a more granular level. At Salesforce, we used a four-step framework we call the 4Rs to reimagine our organisation into a workforce that\u2019s truly agentic by design:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Redesign<\/strong> how work gets done&nbsp;<\/li>\n\n\n\n<li><strong>Reskill<\/strong> people for the agentic era<\/li>\n\n\n\n<li><strong>Redeploy <\/strong>talent into growth areas<\/li>\n\n\n\n<li><strong>Rebalance <\/strong>to ensure humans and AI each focus on what they do best<\/li>\n<\/ul>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns alignwide is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-ornament-card ai-playbook-blue-card-bg\">\n\t<div class=\"wp-block-ornament-card__content\">\n\t\t\n\n<p class=\"wp-block-paragraph\"><strong>REDESIGN how work gets done<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Break roles into tasks. Identify what agents can handle and redesign roles so humans focus on judgement, creativity and relationship-building.<\/p>\n\n\n\n<p class=\"is-style-default wp-block-paragraph\"><strong>Salesforce\u2019s approach:<\/strong> Support engineers shifted from routine enquiries to complex cases and consultative customer work, then retrained into forward-deployed engineering roles as Agentforce took on more than 1 million requests.<\/p>\n\n\t<\/div>\n\t<div class=\"wp-block-ornament-card__media\">\n\t\t\t<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-ornament-card ai-playbook-blue-card-bg\">\n\t<div class=\"wp-block-ornament-card__content\">\n\t\t\n\n<p class=\"wp-block-paragraph\"><strong><strong>RESKILL your people<\/strong><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Equip every employee with the skills to guide, lead and scale with agents \u2014 human, business and agentic skills in equal measure.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Salesforce\u2019s approach<\/strong>: <a href=\"https:\/\/trailhead.salesforce.com\/\">Trailhead<\/a> offers reskilling across all three skill types. Support engineers trained into forward-deployed engineering roles.<\/p>\n\n\t<\/div>\n\t<div class=\"wp-block-ornament-card__media\">\n\t\t\t<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns alignwide is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-ornament-card ai-playbook-blue-card-bg\">\n\t<div class=\"wp-block-ornament-card__content\">\n\t\t\n\n<p class=\"wp-block-paragraph\"><strong><strong><strong>REDEPLOY talent into growth areas<\/strong><\/strong><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Move beyond static roles. Match employee skills to new opportunities in fast-growing parts of the business \u2014 retaining institutional knowledge while unlocking agility.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Salesforce\u2019s approach:<\/strong> Career Connect matches employees to new roles based on skills.<\/p>\n\n\t<\/div>\n\t<div class=\"wp-block-ornament-card__media\">\n\t\t\t<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-ornament-card ai-playbook-blue-card-bg\">\n\t<div class=\"wp-block-ornament-card__content\">\n\t\t\n\n<p class=\"wp-block-paragraph\"><strong><strong>REBALANCE human and agent work<\/strong><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Orchestrate the right partnership between agents and humans so each does what they do best \u2014 and continuously optimise that mix as agents mature.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Salesforce\u2019s approach:<\/strong> <a href=\"https:\/\/www.salesforce.com\/ap\/agentforce\/observability\/\">Agentforce Observability<\/a> gives teams visibility into agent performance, including escalation and handoff rates, so leaders can see where agents are handling work autonomously and where humans step in.<\/p>\n\n\t<\/div>\n\t<div class=\"wp-block-ornament-card__media\">\n\t\t\t<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Want to dive deeper?<br><\/strong>The 4Rs are a proven framework and Salesforce has lived every step of them as Customer Zero. In the <a href=\"https:\/\/www.salesforce.com\/en-us\/wp-content\/uploads\/sites\/4\/documents\/workforce-innovation-playbook.pdf\">Workforce Innovation Playbook: The 4Rs to Building the Human + Agent Workforce<\/a>, we break down the exact tools, programmes and lessons learnt from doing it ourselves.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns roundcorners alignwide has-background is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\" style=\"background-color:#f1f3fb;box-shadow:var(--wp--preset--shadow--deep)\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h3 id=\"h-how-we-re-doing-it-nbsp\" class=\"wp-block-heading\">How we\u2019re doing it&nbsp;<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">In our own agentic journey, the employees successfully adopting AI into their work come from every part of the business. As Andy White, SVP of Salesforce on Salesforce technology, revealed in the last chapter, that includes not just deep AI specialists, but &#8220;opinionated generalists&#8221; too \u2014 people who are curious by nature, able to move across domains and now, with AI tools, newly capable of taking on responsibilities that exceed their job description. For Salesforce, one of the highest-leverage moves has been bringing that capability to life through our System of Engagement: Slack.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 id=\"h-our-system-of-engagement-slack\" class=\"wp-block-heading\">Our System of Engagement: Slack<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Slack is where every layer of the agentic architecture surfaces in the flow of work, including Salesforce records, past conversations and connected agents \u2014 all without asking employees to leave the interface they&#8217;re already in. <a href=\"https:\/\/slack.com\/features\/slackbot\">Slackbot<\/a> functions as a concierge at the centre of that experience: The built-in personal AI agent every employee turns to throughout their day, introducing them to the agents they need and orchestrating work across disciplines. In terms of usage, the results speak for themselves: Just a few months after deployment, 80% of employees who tried Slackbot <a href=\"https:\/\/www.salesforce.com\/ap\/news\/stories\/slackbot-personal-agent-work\/\">kept using it, saving up to twenty hours a week<\/a>, with satisfaction rates hitting 96% \u2014 the highest of any AI tool Slack has delivered.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns roundcorners playbook-voices_alignwide has-yellow-95-background-color has-background is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\" style=\"box-shadow:var(--wp--preset--shadow--deep)\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<figure class=\"wp-block-embed is-type-video is-provider-vidyard wp-block-embed-vidyard\"><div class=\"wp-block-embed__wrapper\">\n<script type=\"text\/javascript\" async src=\"https:\/\/play.vidyard.com\/embed\/v4.js\"><\/script><img decoding=\"async\"  style=\"width: 100%; margin: auto; display: block;\"  class=\"vidyard-player-embed\"  src=\"https:\/\/play.vidyard.com\/R8A6dSeqQf2xtbgr6ez9zK.jpg\"  data-uuid=\"R8A6dSeqQf2xtbgr6ez9zK\"  data-v=\"4\"  data-type=\"inline\"  data-width=\"500\"  data-height=\"281\"\/>\n<\/div><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\"><span class=\"salesforce-blog-heading__eyebrow is-style-eyebrow-pill\">VOICES OF THE PLAYBOOK<\/span>\n<h4 id=\"h-a-workplace-built-for-human-ai-teams-nbsp\" class=\"wp-block-heading agentic_playbook_eyebrow is-style-default playbook-voices_headline_h4\"><strong><strong>A workplace built for human-AI teams&nbsp;<\/strong><\/strong><\/h4>\n\n\n\n<p class=\"is-style-eyebrow playbook-voices_title has-blue-50-color has-text-color has-link-color wp-elements-5 wp-block-paragraph\"><strong><strong><strong>Rob Seaman \u2022 EVP and General Manager, Slack<\/strong><\/strong><\/strong><\/p>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-alpha-channel-opacity has-background is-style-wide playbook-voices-hr\" style=\"background-color:#595959;color:#595959\"\/>\n\n\n\n<p class=\"is-style-intro-alt has-text-color has-link-color wp-elements-6 wp-block-paragraph\" style=\"color:#595959\">The Slack interface may look familiar, but the workforce inside it is something new. Rob Seaman has watched the definition of a Slack user change in real time. &#8220;We used to say, &#8216;Let&#8217;s be a great host to our users,\u2019&#8221; he says, &#8220;but our users are humans <em>and<\/em> agents now.&#8221; Some companies building on Slack already have as many agents as they do employees, collaborating on products, creative briefs and cross-system actions with their human counterparts. Seaman sees it as a positive sign of what&#8217;s to come, &#8220;In the near future, all of us are going to be managing teams of agents.&#8221;<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">In the near future, all of us are going to be managing teams of agents.\u201d<\/p>\n<\/blockquote>\n<span class=\"citation-role\"><strong>Rob Seaman<\/strong>, EVP and General Manager, Slack\u00a0<\/span>\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new 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https:\/\/www.salesforce.com\/ap\/blog\/playbook\/agentic-ai\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div>\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;6aa1ed122efcb&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"6aa1ed122efcb\" class=\"wp-block-image size-full is-style-straight-border wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1920\" height=\"1080\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on--pointerdown=\"actions.preloadImage\" data-wp-on--pointerenter=\"actions.preloadImageWithDelay\" data-wp-on--pointerleave=\"actions.cancelPreload\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/video-slackbot-reintroduction_16x9.webp?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-12203\" srcset=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/video-slackbot-reintroduction_16x9.webp 1920w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/video-slackbot-reintroduction_16x9.webp?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/video-slackbot-reintroduction_16x9.webp?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/video-slackbot-reintroduction_16x9.webp?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/video-slackbot-reintroduction_16x9.webp?w=1536&amp;h=864 1536w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/video-slackbot-reintroduction_16x9.webp?w=150&amp;h=84 150w\" sizes=\"auto, (max-width: 1920px) 100vw, 1920px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\tdata-wp-bind--aria-label=\"state.thisImage.triggerButtonAriaLabel\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.thisImage.buttonRight\"\n\t\t\tdata-wp-style--top=\"state.thisImage.buttonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Slackbot exemplifies human-AI collaboration. It learns a human\u2019s needs and context and orchestrates a team of agents on behalf of that one person.<\/figcaption><\/figure>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 id=\"h-humans-at-the-helm\" class=\"wp-block-heading\">Humans at the helm<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Redesigning work for AI means the human roles shift from performing routine tasks to overseeing them. It\u2019s what Salesforce calls becoming an &#8220;agent manager.&#8221; Humans provide guidance, make high-stakes calls and ensure agents are acting in line with business goals. Andy White shares a tenet of our approach, \u201cEvery successful agent needs a human owner \u2014 someone who wakes up every day asking, \u2018How do I make this agent work better?\u2019\u201d<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">Every successful agent needs a human owner \u2014 someone who wakes up every day asking, \u2018How do I make this agent work better?\u2019\u201d<\/p>\n<\/blockquote>\n<span class=\"citation-role\"><strong>Andy White<\/strong>, SVP, Salesforce on Salesforce Technology\u00a0<\/span>\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=Agentic%20AI%20Playbook%202.0\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=Agentic%20AI%20Playbook%202.0&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewbox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"Agentic AI Playbook 2.0\" https:\/\/www.salesforce.com\/ap\/blog\/playbook\/agentic-ai\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div>\n\n\n<p class=\"wp-block-paragraph\">Agentforce gives teams full observability into how agents are performing with live transcripts, sentiment signals and the ability to step in or redirect at any point. Trust between humans and agents isn&#8217;t assumed; it&#8217;s built incrementally, through transparency and demonstrated results. The organisations that get this right treat human oversight as the design principle that builds trust and makes AI work.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns roundcorners playbook-voices_alignwide has-yellow-95-background-color has-background is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\" style=\"box-shadow:var(--wp--preset--shadow--deep)\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<figure class=\"wp-block-embed is-type-video is-provider-vidyard wp-block-embed-vidyard\"><div class=\"wp-block-embed__wrapper\">\nhttps:\/\/play.vidyard.com\/xyfvouteuizd6kowncbbgm\n<\/div><\/figure>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-vidyard wp-block-embed-vidyard\"><div class=\"wp-block-embed__wrapper\">\n<script type=\"text\/javascript\" async src=\"https:\/\/play.vidyard.com\/embed\/v4.js\"><\/script><img decoding=\"async\"  style=\"width: 100%; margin: auto; display: block;\"  class=\"vidyard-player-embed\"  src=\"https:\/\/play.vidyard.com\/XYFVouTEUizD6kowncBbGm.jpg\"  data-uuid=\"XYFVouTEUizD6kowncBbGm\"  data-v=\"4\"  data-type=\"inline\"  data-width=\"500\"  data-height=\"281\"\/>\n<\/div><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\"><span class=\"salesforce-blog-heading__eyebrow is-style-eyebrow-pill\">VOICES OF THE PLAYBOOK<\/span>\n<h4 id=\"h-ai-is-a-tool-for-focus-not-fear\" class=\"wp-block-heading agentic_playbook_eyebrow is-style-default playbook-voices_headline_h4\"><strong><strong><strong>AI is a tool for focus, not fear<\/strong><\/strong><\/strong><\/h4>\n\n\n\n<p class=\"is-style-eyebrow playbook-voices_title has-blue-50-color has-text-color has-link-color wp-elements-7 wp-block-paragraph\"><strong><strong><strong><strong>Vanessa Tabbert \u2022 VP, Agentic Transformation and Sales Development<\/strong><\/strong><\/strong><\/strong><\/p>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-alpha-channel-opacity has-background is-style-wide playbook-voices-hr\" style=\"background-color:#595959;color:#595959\"\/>\n\n\n\n<p class=\"is-style-intro-alt has-text-color has-link-color wp-elements-8 wp-block-paragraph\" style=\"color:#595959\">The biggest barrier to agent adoption by your human team is trust. Vanessa Tabbert&#8217;s answer to that is simple: show people what they\u2019re getting out of the deal. By building the first hybrid team at Salesforce, she gave her sales development representatives (SDRs) more of what they actually wanted: qualified conversations, faster ramp time and meetings with C-level executives.<\/p>\n\n\n\n<p class=\"is-style-intro-alt has-text-color has-link-color wp-elements-9 wp-block-paragraph\" style=\"color:#595959\">Tabbert&#8217;s team now reaches 3.5 times the number of monthly leads it did before.&nbsp;In her words, &#8220;Agentforce is a tool for focus, not fear. I need my SDRs to trust this technology and know that it&#8217;s going to allow them to do the parts of their job that they love.&#8221;<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">Agentforce is a tool for focus, not fear. I need my SDRs to trust this technology and know that it&#8217;s going to allow them to do the parts of their job that they love.&#8221;<\/p>\n<\/blockquote>\n<span class=\"citation-role\"><strong>Vanessa Tabbert<\/strong>, VP, Agentic Transformation and Sales Development<\/span>\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=Agentic%20AI%20Playbook%202.0\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=Agentic%20AI%20Playbook%202.0&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewbox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"Agentic AI Playbook 2.0\" https:\/\/www.salesforce.com\/ap\/blog\/playbook\/agentic-ai\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div><\/div>\n<\/div>\n\n\n\n<div style=\"height:13px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">The architecture is in place. The workforce mindset is shifting. What comes next is the most consequential decision of the whole journey: where to start. Not every problem is the right first problem and not every agent is the right first agent. The organisations that build lasting momentum don&#8217;t begin with the biggest opportunity \u2014 they begin with the clearest one.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-group alignwide is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"alignfull wp-block-salesforce-blog-section-heading\">\n\t<h2 class=\"wp-block-salesforce-blog-section-heading__title\">\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"14\" height=\"13\" fill=\"none\" viewbox=\"0 0 14 13\" aria-hidden=\"true\" class=\"wp-block-salesforce-blog-section-heading__icon\"><path fill=\"#032D60\" d=\"M3.43 13a1 1 0 0 1-.59-.19 1 1 0 0 1-.4-1L3 8.37.52 5.93a1 1 0 0 1 .56-1.73l3.47-.5L6.09.56a1.06 1.06 0 0 1 1.82 0L9.46 3.7l3.46.5a1 1 0 0 1 .56 1.73L11 8.37l.59 3.45a1 1 0 0 1-1.46 1.06L7 11.26l-3.1 1.62a1 1 0 0 1-.47.12M7 9.1a1 1 0 0 1 .47.12l1.75.92-.33-2a1 1 0 0 1 .29-.9l1.42-1.33-2-.28a1 1 0 0 1-.76-.56L7 3.3l-.88 1.77a1 1 0 0 1-.76.56l-2 .28 1.46 1.38a1 1 0 0 1 .29.9l-.33 2 1.75-.92A1 1 0 0 1 7 9.1\" \/><\/svg>\n\t\t\t\tAgentic AI Resource\t<\/h2>\n<\/div>\n\n\n\n<div class=\"wp-block-columns alignfull is-style-vertical-spacing-bottom-border is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h3 id=\"h-download-our-workforce-readiness-worksheet-nbsp\" class=\"wp-block-heading\">Download our workforce readiness worksheet&nbsp;<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Before deploying agents, it helps to take stock of where your people actually are. Use this worksheet to map AI fluency across your organisation and identify where resistance is most likely to surface.&nbsp;<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.salesforce.com\/blog\/wp-content\/uploads\/sites\/2\/2026\/08\/Agentic_Playbook-Asses_Your_Workforce_Readiness.pdf?d=AAPC2\" target=\"_blank\" rel=\"noreferrer noopener\">Download<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:43%\">\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1536\" height=\"865\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/Assess_Your_Workforce_Readiness_f96a0b.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-12204\" style=\"aspect-ratio:16\/9;object-fit:contain\" srcset=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/Assess_Your_Workforce_Readiness_f96a0b.png 1536w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/Assess_Your_Workforce_Readiness_f96a0b.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/Assess_Your_Workforce_Readiness_f96a0b.png?w=768&amp;h=433 768w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/Assess_Your_Workforce_Readiness_f96a0b.png?w=1024&amp;h=577 1024w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/Assess_Your_Workforce_Readiness_f96a0b.png?w=150&amp;h=84 150w\" sizes=\"auto, (max-width: 1536px) 100vw, 1536px\" \/><\/figure>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-salesforce-blog-curated-articles alignnormal is-style-row alignwide wp-block-salesforce-blog-curated-articles-v2\">\n\t<ul class=\"sp-top-latest sp-top-latest--row\">\n\t\t\n\n<li class=\"card card--row\">\n\t<article class=\"card__article\">\n\t\t<div class=\"card__contents\">\n\t\t\t<div class=\"card__meta\">\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t<span class=\"card__meta__readtime\">\n\t\t\t\t\t\t2 min\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t<a href=\"https:\/\/www.salesforce.com\/ap\/blog\/?p=3111\" target=\"_self\" class=\"card__link\">\n\t\t\t\t<h2 class=\"card__title h6\">\n\t\t\t\t\tSalesforce Live: Asia Is Coming \u2013 Here\u2019s What You Can Look Forward To\t\t\t\t<\/h2>\n\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t<\/article>\n<\/li>\n\n\n\n<li class=\"card card--row\">\n\t<article class=\"card__article\">\n\t\t<div class=\"card__contents\">\n\t\t\t<div class=\"card__meta\">\n\t\t\t\t\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t<a href=\"https:\/\/www.salesforce.com\/ap\/agentforce\/human-ai-collaboration\/\" target=\"_blank\" class=\"card__link\">\n\t\t\t\t<h2 class=\"card__title h6\">\n\t\t\t\t\tHuman-AI Collaboration: The Future of Work\t\t\t\t<\/h2>\n\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t\t<div class=\"card__thumbnail\">\n\t\t\t\t<span class=\"img-object-fit\"><img decoding=\"async\" src=\"https:\/\/wp.sfdcdigital.com\/en-us\/wp-content\/uploads\/sites\/4\/2025\/04\/marquee-agentforce-human-ai-digitallabor.jpg?w=1024\" alt=\"\" loading=\"lazy\" \/><\/span>\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/article>\n<\/li>\n\n\n\n<li class=\"card card--row\">\n\t<article class=\"card__article\">\n\t\t<div class=\"card__contents\">\n\t\t\t<div class=\"card__meta\">\n\t\t\t\t\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t<a href=\"https:\/\/www.salesforce.com\/ap\/slack\/slackbot\/\" target=\"_blank\" class=\"card__link\">\n\t\t\t\t<h2 class=\"card__title h6\">\n\t\t\t\t\tPersonal Productivity with Slackbot\t\t\t\t<\/h2>\n\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t\t<div class=\"card__thumbnail\">\n\t\t\t\t<span class=\"img-object-fit\"><img decoding=\"async\" src=\"https:\/\/wp.sfdcdigital.com\/en-us\/wp-content\/uploads\/sites\/4\/2025\/12\/img-slackbot-hero.webp?w=1024\" alt=\"\" loading=\"lazy\" \/><\/span>\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/article>\n<\/li>\n\n\t<\/ul>\n<\/div>\n\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"alignfull wp-block-salesforce-blog-chapter-title\">\n\t<div id=\"chapter-3\" class=\"wp-block-salesforce-blog-chapter-title__wrapper\">\n\n\t\t\t<span class=\"wp-block-salesforce-blog-chapter-title__background-image\" style=\"background-image: url(https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/09\/Chapter_Header_clouds.png); background-repeat: no-repeat; background-size: contain; display:block; max-height: 1080px; max-width: 2880\"><\/span>\n\t\n\t\t\t<span class=\"wp-block-salesforce-blog-chapter-title__ornamental-image\" style=\"background-image: url(https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/09\/butterfly_v2.png); background-repeat: no-repeat; background-size: contain; display:block; height: 192px; width: auto\"><\/span>\n\t\n\t<div class=\"wp-block-salesforce-blog-chapter-title__content container wp-block-salesforce-blog-chapter-title--compact\">\n\t\t<h2 class=\"wp-block-salesforce-blog-chapter-title__title\">Chapter 3<\/h2>\n\t\t\t\t<h2 class=\"wp-block-salesforce-blog-chapter-title__subtitle\">Begin with the right use case<\/h2>\n\t\t\t<\/div>\n\n\t<\/div>\n<\/div>\n\n\n\n<h3 id=\"h-solve-one-problem-well-then-scale-fast\" class=\"wp-block-heading\">Solve one problem well, then scale fast<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Innovation this big \u2014 this <em>seismic<\/em> \u2014 has a way of making everything feel urgent. The good news: You do not have to transform everything at once for your company to get real value from AI.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Of the hundreds of organisations we\u2019ve seen navigate this moment, the ones that succeed bring together cross-functional teams to dig deep into problems, assess needs and align on what an agent can solve that would make <strong>an immediate difference<\/strong>.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In our The State of Agentic AI in the Enterprise report, 36% of deployed organisations point to a narrowly scoped use case as a top success factor.<\/p>\n\n\n\n<div class=\"is-style-gradient-alternative wp-block-salesforce-blog-stats\">\n\t<div class=\"wp-block-salesforce-blog-stats__container\">\n\t\t<header class=\"wp-block-salesforce-blog-stats__stat\">\n\t\t\t<p class=\"wp-block-salesforce-blog-stats__number\"><strong>36%<\/strong><\/p>\n\t\t<\/header>\n\n\t\t<div class=\"wp-block-salesforce-blog-stats__content\">\n\t\t\t<p class=\"wp-block-salesforce-blog-stats__headline\">of deployed organisations cite a narrowly scoped use case as a top success factor<\/p>\n\t\t\t<p class=\"wp-block-salesforce-blog-stats__description\">Source: The State of Agentic AI in the Enterprise<\/p>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n\n\n<p class=\"wp-block-paragraph\">It\u2019s evidence that you don\u2019t need to reinvent the wheel and you don&#8217;t have to do everything at once. Start with a clearly defined problem that promises tangible value. That&#8217;s the foundation everything else is built on.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns roundcorners playbook-voices_alignwide has-yellow-95-background-color has-background is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\" style=\"box-shadow:var(--wp--preset--shadow--deep)\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<figure class=\"wp-block-embed is-type-video is-provider-vidyard wp-block-embed-vidyard\"><div class=\"wp-block-embed__wrapper\">\n<script type=\"text\/javascript\" async src=\"https:\/\/play.vidyard.com\/embed\/v4.js\"><\/script><img decoding=\"async\"  style=\"width: 100%; margin: auto; display: block;\"  class=\"vidyard-player-embed\"  src=\"https:\/\/play.vidyard.com\/krhVi7yW8mKBKBRTGFwsnd.jpg\"  data-uuid=\"krhVi7yW8mKBKBRTGFwsnd\"  data-v=\"4\"  data-type=\"inline\"  data-width=\"500\"  data-height=\"281\"\/>\n<\/div><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\"><span class=\"salesforce-blog-heading__eyebrow is-style-eyebrow-pill\">VOICES OF THE PLAYBOOK<\/span>\n<h4 id=\"h-small-business-wins-enterprise-lessons\" class=\"wp-block-heading agentic_playbook_eyebrow is-style-default playbook-voices_headline_h4\"><strong><strong><strong><strong>Small business wins, enterprise lessons<\/strong><\/strong><\/strong><\/strong><\/h4>\n\n\n\n<p class=\"is-style-eyebrow playbook-voices_title has-blue-50-color has-text-color has-link-color wp-elements-10 wp-block-paragraph\"><strong><strong><strong><strong><strong>Tommy Stricklen \u2022 VP, SMB Global Productivity<\/strong><\/strong><\/strong><\/strong><\/strong><\/p>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-alpha-channel-opacity has-background is-style-wide playbook-voices-hr\" style=\"background-color:#595959;color:#595959\"\/>\n\n\n\n<p class=\"is-style-intro-alt has-text-color has-link-color wp-elements-11 wp-block-paragraph\" style=\"color:#595959\">Surprisingly, some of the smartest examples of choosing the right use case come from organisations working with far fewer resources. Tommy Stricklen, VP of SMB global productivity, has observed that small and medium-sized businesses are often leading examples of successful agentic AI adoption because they have more clearly defined problems. They don\u2019t try to use AI to fix everything. They zero in on a single problem that presents a clear challenge to the business and tackle it.<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">What&#8217;s that one thing that we could focus on, that could prove this use case? And then, through those learnings, scale it to other problems that you&#8217;re facing every day.&#8221;<\/p>\n<\/blockquote>\n<span class=\"citation-role\"><strong>Tommy Stricklen<\/strong>, VP, SMB Global Productivity<\/span>\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=Agentic%20AI%20Playbook%202.0\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=Agentic%20AI%20Playbook%202.0&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewbox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"Agentic AI Playbook 2.0\" https:\/\/www.salesforce.com\/ap\/blog\/playbook\/agentic-ai\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div><\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 id=\"h-a-strategic-starting-point-nbsp\" class=\"wp-block-heading\">A strategic starting point&nbsp;<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">When determining your first use case, bring team members from across disciplines together to brainstorm. Start with four essential questions that separate successful implementations from failed experiments.<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>What specific problem will this address?<\/strong> Focus on small, focused use cases tied to measurable problems, not abstract possibilities. Look for pain points, bottlenecks or routine tasks that prevent your team from focusing on strategic work.&nbsp;<\/li>\n\n\n\n<li><strong>What\u2019s your organisation\u2019s risk appetite? <\/strong>If you\u2019re in a highly-regulated industry with low risk tolerance, consider internal agents first to build confidence.<\/li>\n\n\n\n<li><strong>What data does the agent need to succeed?<\/strong> The simpler and cleaner your data requirements, the faster your path to value.<\/li>\n\n\n\n<li><strong>How will teams actually engage with this agent?<\/strong> Map where your teams already work, then make the agent easy to reach in their day-to-day. Agents that live in the flow of work get used; agents that don&#8217;t become expensive demos.<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">These questions might seem basic, but they\u2019re where most organisations stumble. By answering them,&nbsp;you&#8217;re discovering opportunities and getting clear answers up front, helping avoid costly pivots in the future.&nbsp;<\/p>\n\n\n\n<h3 id=\"h-get-inspired-by-top-agentforce-use-cases\" class=\"wp-block-heading\"><strong>Get inspired by top Agentforce use cases<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Discover how leading organisations are working with Salesforce to transform workflows, empower teams and unlock new value with agents within our Agentforce platform. Browse customer examples across sectors and geographies to find inspiration for your own transformation. <a href=\"https:\/\/www.salesforce.com\/ap\/agentforce\/use-cases\/\">Explore use cases<\/a>.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns roundcorners alignwide has-background is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\" style=\"background-color:#f1f3fb;box-shadow:var(--wp--preset--shadow--deep)\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h3 id=\"h-how-we-re-doing-it\" class=\"wp-block-heading\">How we&#8217;re doing it<\/h3>\n\n\n\n<div class=\"wp-block-group is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"wp-block-paragraph\">When it came time to choose our first agent use case, we made a decision that surprised even ourselves: We went straight to a customer-facing one. Agentforce on our Help Portal would answer real customer questions, in the open, from day one.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">There was some nervousness in that. What happens if the agent gets it wrong in front of a customer? But we chose it deliberately, for two reasons. <strong>First,<\/strong> we knew we&#8217;d learn far more from a live, customer-facing agent than from any internal pilot. <strong>Second, <\/strong>the ROI was clear and easy to measure. We&#8217;ve learnt more in the months since launch than any behind-the-scenes test could have taught us.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The key was to start small. We limited the agent to a slice of our traffic, watched closely and expanded as we built confidence. That approach let us discover early on that being <em>correct<\/em> wasn&#8217;t enough. The agent&#8217;s first answers were factually right but cold and robotic \u2014 so we built in what we call the &#8220;head and the heart&#8221;: the technical knowledge to answer accurately and the tone, empathy and judgement to know when to hand a frustrated customer straight to a human. A high-visibility, high-stakes use case forced us to get both right, fast.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;6aa1ed12390de&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"6aa1ed12390de\" class=\"wp-block-image aligncenter size-full is-resized wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"2720\" height=\"1214\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on--pointerdown=\"actions.preloadImage\" data-wp-on--pointerenter=\"actions.preloadImageWithDelay\" data-wp-on--pointerleave=\"actions.cancelPreload\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/help-agent.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-12205\" style=\"width:800px\" srcset=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/help-agent.png 2720w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/help-agent.png?w=300&amp;h=134 300w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/help-agent.png?w=768&amp;h=343 768w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/help-agent.png?w=1024&amp;h=457 1024w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/help-agent.png?w=1536&amp;h=686 1536w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/help-agent.png?w=2048&amp;h=914 2048w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/help-agent.png?w=150&amp;h=67 150w\" sizes=\"auto, (max-width: 2720px) 100vw, 2720px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\tdata-wp-bind--aria-label=\"state.thisImage.triggerButtonAriaLabel\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.thisImage.buttonRight\"\n\t\t\tdata-wp-style--top=\"state.thisImage.buttonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Our Help Agent worked best when it was trained on both aspects of customer service \u2014 the \u201chead and the heart\u201d \u2014 with a few key inputs illustrated in the diagram above.<\/figcaption><\/figure>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns roundcorners playbook-voices_alignwide has-yellow-95-background-color has-background is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\" style=\"box-shadow:var(--wp--preset--shadow--deep)\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<figure class=\"wp-block-embed is-type-video is-provider-vidyard wp-block-embed-vidyard\"><div class=\"wp-block-embed__wrapper\">\n<script type=\"text\/javascript\" async src=\"https:\/\/play.vidyard.com\/embed\/v4.js\"><\/script><img decoding=\"async\"  style=\"width: 100%; margin: auto; display: block;\"  class=\"vidyard-player-embed\"  src=\"https:\/\/play.vidyard.com\/s4CWZUY4uqg6yyN3YLAad2.jpg\"  data-uuid=\"s4CWZUY4uqg6yyN3YLAad2\"  data-v=\"4\"  data-type=\"inline\"  data-width=\"500\"  data-height=\"281\"\/>\n<\/div><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\"><span class=\"salesforce-blog-heading__eyebrow is-style-eyebrow-pill\">VOICES OF THE PLAYBOOK<\/span>\n<h4 id=\"h-building-agentforce-from-the-inside-out-nbsp\" class=\"wp-block-heading agentic_playbook_eyebrow is-style-default playbook-voices_headline_h4\"><strong><strong><strong><strong><strong>Building Agentforce from the inside out&nbsp;<\/strong><\/strong><\/strong><\/strong><\/strong><\/h4>\n\n\n\n<p class=\"is-style-eyebrow playbook-voices_title has-blue-50-color has-text-color has-link-color wp-elements-12 wp-block-paragraph\"><strong><strong><strong><strong><strong><strong>Bernard Slowey \u2022 SVP, Customer Success<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/p>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-alpha-channel-opacity has-background is-style-wide playbook-voices-hr\" style=\"background-color:#595959;color:#595959\"\/>\n\n\n\n<p class=\"is-style-intro-alt has-text-color has-link-color wp-elements-13 wp-block-paragraph\" style=\"color:#595959\">Customer Zero is Salesforce&#8217;s commitment to going first \u2014 using its own products so it can learn faster, build better and share what it finds with customers. Bernard Slowey leads that work on <a href=\"http:\/\/help.salesforce.com\">the Salesforce Help portal<\/a> and what his team discovered early is that technical accuracy alone doesn&#8217;t make an agent feel trustworthy. That\u2019s when they stopped coaching the agent on what to say and started coaching it on how to be<em>.<\/em><\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">\u200aWe need to be in this constant cycle of \u201cthe head and the heart.\u201d Yes, you need your answer to be factually correct, but you also wanna make sure your agent has soft skills.\u201d<\/p>\n<\/blockquote>\n<span class=\"citation-role\"><strong>Bernard Slowey<\/strong>, SVP, Customer Success<\/span>\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=Agentic%20AI%20Playbook%202.0\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=Agentic%20AI%20Playbook%202.0&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewbox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"Agentic AI Playbook 2.0\" https:\/\/www.salesforce.com\/ap\/blog\/playbook\/agentic-ai\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div><\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 id=\"h-engine-s-secret-weapon-continual-agent-improvement-nbsp\" class=\"wp-block-heading\">Engine\u2019s secret weapon: continual agent improvement&nbsp;<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Engine is an all-in-one travel and spend platform for small and medium businesses fielding over 800,000 customer service requests a year. Their engineering culture runs on a simple mantra: &#8220;ship fast, learn faster.&#8221; The second half of that equation, \u201clearn faster,\u201d is what makes good agents great.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">While they had deployed a chatbot that could answer basic questions, it couldn\u2019t take action \u2014 so every request, even \u201ccancel my booking,\u201d required a rep to review details, search across multiple systems and complete the update manually. This put pressure on the team as volume grew to 800,000 annual requests. To tackle this, they built their first agent, Eva, in just 12 days. Eva has now autonomously resolved 50% of incoming chat cases, cut average handle time by 15% and lifted CSAT by 16%.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">But Eva&#8217;s bigger contribution is what it unlocked. Because every action is built on Agentforce, each one is reusable. Building their second agent took days, not weeks. Today, Engine&#8217;s agents span support, IT, client services and sales \u2014 and agentic capabilities are built right into Slack via Slackbot. <a href=\"https:\/\/www.salesforce.com\/ap\/customer-stories\/engine\/agentic-support\/\">Read more on Engine\u2019s agentic success here \u2192<\/a><\/p>\n\n\n\n<h3 id=\"h-measuring-what-matters-nbsp\" class=\"wp-block-heading\">Measuring what matters&nbsp;<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Success requires more than good intentions. It demands rigorous measurement from day one. Organisations that track both efficiency gains and business impact create compelling narratives that build support for expansion.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Focus on metrics that resonate with different stakeholders.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>For executives: <\/strong>ROI, revenue impact, cost savings, competitive advantage.<\/li>\n\n\n\n<li><strong>For operations teams: <\/strong>Time savings, error reduction, capacity expansion.<\/li>\n\n\n\n<li><strong>For customers:<\/strong> Response times, resolution rates, satisfaction scores.<\/li>\n\n\n\n<li><strong>For employees: <\/strong>Task automation, skill development opportunities, job satisfaction.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">To learn more about how to define and measure agentic metrics that build ROI, adoption and trust, visit <a href=\"#chapter-6\" data-type=\"internal\" data-id=\"#chapter-6\">Chapter 6: Never stop improving<\/a>.<\/p>\n\n\n\n<h4 id=\"h-try-this-activity-select-the-right-use-case\" class=\"wp-block-heading\">Try this activity: Select the right use case<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Now it\u2019s time to apply these principles to your organisation. Gather six to eight stakeholders from various functions (operations, customer service, sales, marketing, IT and executive leadership), block a few hours for deep discussion and follow the steps below.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns roundcorners has-background is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\" style=\"background-color:#ceeafe;box-shadow:var(--wp--preset--shadow--deep)\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h5 id=\"h-step-1-opportunity-brainstorming\" class=\"wp-block-heading\"><strong><strong>Step 1: Opportunity brainstorming<\/strong><\/strong><\/h5>\n\n\n\n<p class=\"wp-block-paragraph\" id=\"h-step-1-opportunity-brainstorming-each-participant-identifies-two-to-three-potential-use-cases-from-their-domain\">Each participant identifies two to three potential use cases from their domain.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Capture:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>What specific problem will this address?<\/li>\n\n\n\n<li>Key metrics that would improve<\/li>\n\n\n\n<li>Rough complexity estimate<\/li>\n<\/ul>\n\n\n\n<h5 id=\"h-step-2-framework-mapping\" class=\"wp-block-heading\"><strong><strong>Step 2: Framework mapping<\/strong><\/strong><\/h5>\n\n\n\n<p class=\"wp-block-paragraph\" id=\"h-step-2-framework-mapping-plot-all-opportunities-on-the-use-case-matrix-download-below-discuss-placement-until-you-reach-consensus\">Plot all opportunities on the use-case matrix (download below). Discuss placement until you reach consensus.<\/p>\n\n\n\n<h5 id=\"h-step-3-prioritisation-and-sequencing\" class=\"wp-block-heading\"><strong><strong>Step 3: Prioritisation and sequencing<\/strong> <\/strong><\/h5>\n\n\n\n<p class=\"wp-block-paragraph\">Select three to five use cases for immediate consideration based on your organisation\u2019s goals. Create a sequenced roadmap showing how you\u2019ll progress from initial implementations to more ambitious applications.<\/p>\n\n\n\n<h5 id=\"h-step-4-action-planning\" class=\"wp-block-heading\"><strong><strong>Step 4: Action planning<\/strong><\/strong><\/h5>\n\n\n\n<p class=\"wp-block-paragraph\">For your top-priority use case, define your KPIs. Build in both leading and lagging indicators, including the early results you&#8217;ll see in month one and the deeper outcomes that may not surface until month six. Socialise with your team:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>KPIs and required resources<\/li>\n\n\n\n<li>Key stakeholders and governance structure<\/li>\n\n\n\n<li>Next steps, timeline and accountability<\/li>\n<\/ul>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-group alignwide is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"alignfull wp-block-salesforce-blog-section-heading\">\n\t<h2 class=\"wp-block-salesforce-blog-section-heading__title\">\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"14\" height=\"13\" fill=\"none\" viewbox=\"0 0 14 13\" aria-hidden=\"true\" class=\"wp-block-salesforce-blog-section-heading__icon\"><path fill=\"#032D60\" d=\"M3.43 13a1 1 0 0 1-.59-.19 1 1 0 0 1-.4-1L3 8.37.52 5.93a1 1 0 0 1 .56-1.73l3.47-.5L6.09.56a1.06 1.06 0 0 1 1.82 0L9.46 3.7l3.46.5a1 1 0 0 1 .56 1.73L11 8.37l.59 3.45a1 1 0 0 1-1.46 1.06L7 11.26l-3.1 1.62a1 1 0 0 1-.47.12M7 9.1a1 1 0 0 1 .47.12l1.75.92-.33-2a1 1 0 0 1 .29-.9l1.42-1.33-2-.28a1 1 0 0 1-.76-.56L7 3.3l-.88 1.77a1 1 0 0 1-.76.56l-2 .28 1.46 1.38a1 1 0 0 1 .29.9l-.33 2 1.75-.92A1 1 0 0 1 7 9.1\" \/><\/svg>\n\t\t\t\tAgentic AI Resource\t<\/h2>\n<\/div>\n\n\n\n<div class=\"wp-block-columns alignfull is-style-vertical-spacing-bottom-border is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h3 id=\"h-download-our-use-case-selection-worksheet\" class=\"wp-block-heading\">Download our use case selection worksheet<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Brainstorm potential AI use cases with a cross-functional team, then plot each one on the matrix by honestly assessing its implementation complexity and business impact. By assessing your use cases through these categories you can prioritise where to start.<br><\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.salesforce.com\/blog\/wp-content\/uploads\/sites\/2\/2026\/07\/Agentic_Playbook_Use_Case_Prioritization-3.pdf?d=AAPC3\" target=\"_blank\" rel=\"noreferrer noopener\">Download<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:43%\">\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1536\" height=\"865\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/Use_Case_Prioritization_151257.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-12206\" style=\"aspect-ratio:16\/9;object-fit:contain\" srcset=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/Use_Case_Prioritization_151257.png 1536w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/Use_Case_Prioritization_151257.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/Use_Case_Prioritization_151257.png?w=768&amp;h=433 768w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/Use_Case_Prioritization_151257.png?w=1024&amp;h=577 1024w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/Use_Case_Prioritization_151257.png?w=150&amp;h=84 150w\" sizes=\"auto, (max-width: 1536px) 100vw, 1536px\" \/><\/figure>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-salesforce-blog-curated-articles alignnormal is-style-row alignwide wp-block-salesforce-blog-curated-articles-v2\">\n\t<ul class=\"sp-top-latest sp-top-latest--row\">\n\t\t\n\n<li class=\"card card--row\">\n\t<article class=\"card__article\">\n\t\t<div class=\"card__contents\">\n\t\t\t<div class=\"card__meta\">\n\t\t\t\t\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t<a href=\"https:\/\/www.salesforce.com\/ap\/agentforce\/use-cases\/\" target=\"_blank\" class=\"card__link\">\n\t\t\t\t<h2 class=\"card__title h6\">\n\t\t\t\t\tAI Agent Use Cases\t\t\t\t<\/h2>\n\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t\t<div class=\"card__thumbnail\">\n\t\t\t\t<span class=\"img-object-fit\"><img decoding=\"async\" src=\"https:\/\/wp.sfdcdigital.com\/en-us\/wp-content\/uploads\/sites\/4\/2024\/10\/OG-Image-Use-Cases.webp?w=1024\" alt=\"\" loading=\"lazy\" \/><\/span>\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/article>\n<\/li>\n\n\n\n<li class=\"card card--row\">\n\t<article class=\"card__article\">\n\t\t<div class=\"card__contents\">\n\t\t\t<div class=\"card__meta\">\n\t\t\t\t\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t<a href=\"https:\/\/www.salesforce.com\/ap\/agentforce\/\" target=\"_blank\" class=\"card__link\">\n\t\t\t\t<h2 class=\"card__title h6\">\n\t\t\t\t\tAgentforce: The AI Agent Platform\t\t\t\t<\/h2>\n\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t\t<div class=\"card__thumbnail\">\n\t\t\t\t<span class=\"img-object-fit\"><img decoding=\"async\" src=\"https:\/\/wp.sfdcdigital.com\/en-us\/wp-content\/uploads\/sites\/4\/2024\/08\/OG-Image-Agentforce-Teaser-Page-1.webp?w=1024\" alt=\"\" loading=\"lazy\" \/><\/span>\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/article>\n<\/li>\n\n\n\n<li class=\"card card--row\">\n\t<article class=\"card__article\">\n\t\t<div class=\"card__contents\">\n\t\t\t<div class=\"card__meta\">\n\t\t\t\t\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t<a href=\"https:\/\/www.salesforce.com\/ap\/agentforce\/ai-software-development\/\" target=\"_blank\" class=\"card__link\">\n\t\t\t\t<h2 class=\"card__title h6\">\n\t\t\t\t\tAI Agents For Business and Application Development\t\t\t\t<\/h2>\n\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t\t<div class=\"card__thumbnail\">\n\t\t\t\t<span class=\"img-object-fit\"><img decoding=\"async\" src=\"https:\/\/wp.sfdcdigital.com\/en-us\/wp-content\/uploads\/sites\/4\/2024\/06\/og-image-artifical-intelligence-trust-layer-1-1_c4cab9.webp?w=1024\" alt=\"\" loading=\"lazy\" \/><\/span>\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/article>\n<\/li>\n\n\t<\/ul>\n<\/div>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"alignfull wp-block-salesforce-blog-chapter-title\">\n\t<div id=\"chapter-4\" class=\"wp-block-salesforce-blog-chapter-title__wrapper\">\n\n\t\t\t<span class=\"wp-block-salesforce-blog-chapter-title__background-image\" style=\"background-image: url(https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/09\/Chapter_Header_clouds.png); background-repeat: no-repeat; background-size: contain; display:block; max-height: 1080px; max-width: 2880\"><\/span>\n\t\n\t\t\t<span class=\"wp-block-salesforce-blog-chapter-title__ornamental-image\" style=\"background-image: url(https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/09\/butterfly_v2.png); background-repeat: no-repeat; background-size: contain; display:block; height: 192px; width: auto\"><\/span>\n\t\n\t<div class=\"wp-block-salesforce-blog-chapter-title__content container wp-block-salesforce-blog-chapter-title--compact\">\n\t\t<h2 class=\"wp-block-salesforce-blog-chapter-title__title\">Chapter 4<\/h2>\n\t\t\t\t<h2 class=\"wp-block-salesforce-blog-chapter-title__subtitle\">Rethink business processes for the agentic age<\/h2>\n\t\t\t<\/div>\n\n\t<\/div>\n<\/div>\n\n\n\n<h3 id=\"h-redesign-intelligent-workflows-on-desired-outcomes\" class=\"wp-block-heading\">Redesign intelligent workflows on desired outcomes<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Remember when a phone was just a phone? You called people. Patiently texted using T9. But look at it now: It&#8217;s your camera, your wallet, your map, maybe even your house keys. The \u201cphone\u201d is the least interesting part. But that wasn\u2019t automatically how we thought about it; it took us years to get there.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Agentic AI is at that exact moment. Many companies are treating agents as a phone with some extras, bolting it on to existing workflows. The companies who win do the opposite. They ask, &#8220;What does the work look like now that I have this?&#8221; and embed AI natively into their workflows. The returns from this action are real. Companies gain 55% employee adoption versus 47% for bolted-on tools. They also post the strongest gains in resolution time, at 34%, versus every other approach. Among leaders, 94% agree: embedding AI into core workflows beats running it stand-alone.<\/p>\n\n\n\n<div class=\"wp-block-salesforce-blog-stats\">\n\t<div class=\"wp-block-salesforce-blog-stats__container\">\n\t\t<header class=\"wp-block-salesforce-blog-stats__stat\">\n\t\t\t<p class=\"wp-block-salesforce-blog-stats__number\">94%<\/p>\n\t\t<\/header>\n\n\t\t<div class=\"wp-block-salesforce-blog-stats__content\">\n\t\t\t<p class=\"wp-block-salesforce-blog-stats__headline\">of leaders say embedding AI directly into workflows delivers more value than using AI as a separate tool<\/p>\n\t\t\t<p class=\"wp-block-salesforce-blog-stats__description\">Source: The State of Agentic AI in the Enterprise<\/p>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n\n\n<p class=\"wp-block-paragraph\">In the previous chapter, you learnt how to choose the correct use case. Now it\u2019s time to build the workflows to make your agents successful. Here you&#8217;ll learn how to shift your thinking from steps to outcomes and create workflows that improve over time. By the end, you&#8217;ll have a framework for redesigning your most critical business processes \u2014 and the tools to keep refining them once they&#8217;re live.<\/p>\n\n\n\n<h4 id=\"h-intelligent-workflows-that-adapt-nbsp\" class=\"wp-block-heading\">Intelligent workflows that adapt&nbsp;<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Agentic AI focuses on desired outcomes rather than fixed procedures. Instead of programming every possible scenario, you define what success looks like and allow the agent to determine the optimal path.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Consider the traditional approach to a customer service interaction.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Procedure-driven:<\/strong> A chatbot follows a fixed sequence of scripted questions and decision trees, frustrating customers with unique needs.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Outcome-driven:<\/strong> An agent understands a customer\u2019s request and automatically asks further questions, pulls documents and takes action to resolve the situation.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The outcome-driven approach enabled by agentic AI delivers several significant advantages:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Adaptability to exceptions:<\/strong> Instead of breaking when encountering unforeseen scenarios, intelligent workflows can recognise novel situations and adapt.<\/li>\n\n\n\n<li><strong>Continuous improvement:<\/strong> By focusing on outcomes, systems can learn from both successes and failures to refine their approach over time.<\/li>\n\n\n\n<li><strong>Reduced cognitive burden on employees:<\/strong> Workers are freed from rigid procedures to pitch in where human capabilities are needed, such as a complicated service call.<\/li>\n<\/ul>\n\n\n\n<h3 id=\"h-how-to-start-building-your-workflows-nbsp\" class=\"wp-block-heading\">How to start building your workflows&nbsp;<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">From our own experience, these are strategies that helped us rethink our workflows for the agentic era:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Focus on what you want to achieve<\/strong> rather than scripting every step; otherwise, your workflows will break when they encounter situations you didn\u2019t anticipate.<\/li>\n\n\n\n<li><strong>Don\u2019t over-engineer workflows upfront. <\/strong>Begin with basic requirements and allow your agent to learn from real usage patterns; otherwise, you\u2019ll build overly complex systems that cause user drop-offs and miss opportunities for improvements.<\/li>\n\n\n\n<li><strong>Create ways for agents to improve from both successes and failures<\/strong> and for humans to provide feedback on agent performance; otherwise, your agents will stagnate.&nbsp;&nbsp;<\/li>\n\n\n\n<li><strong>Define precisely<\/strong> when complexity, stakes, need for empathy or time sensitivity should transition control from agent to human; otherwise, you\u2019ll either over-rely on AI for sensitive decisions or waste human time on routine tasks.<\/li>\n\n\n\n<li><strong>Ensure humans receive all necessary context<\/strong> and information when taking over from agents; otherwise, valuable time gets lost reconstructing what already happened and decisions get made with incomplete information.<\/li>\n<\/ol>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns roundcorners alignwide has-background is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\" style=\"background-color:#f1f3fb;box-shadow:var(--wp--preset--shadow--deep)\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h3 id=\"h-how-we-re-doing-it-0\" class=\"wp-block-heading\">How we&#8217;re doing it<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">At Salesforce, our managers run large, multi-layered teams. As responsibilities grew, the workflows to manage those teams started to buckle. Managers were spending too much time on clerical work \u2014 requesting feedback, chasing down stragglers, then reading and consolidating it all into something useful. We redesigned the admin-heavy workflow by building the Manager Agent on Agentforce. It gives every manager a single place to surface sentiment, initiate promotions and request 360-degree feedback.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Now, a manager initiates a request and the agent handles the work in between including gathering information, chasing down feedback and synthesising it into a clear picture. The manager still owns the final step: making the judgement call. As Pallavi Sebastian, SVP of agentic talent experience at Salesforce, puts it, &#8220;AI doesn&#8217;t get the vote. AI just aggregates the information and presents it. The manager is the one making the decision.&#8221;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">That&#8217;s the shape of a hybrid workforce. The workflow is redesigned to empower both sides to do what each individually does best.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns roundcorners playbook-voices_alignwide has-yellow-95-background-color has-background is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\" style=\"box-shadow:var(--wp--preset--shadow--deep)\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<figure class=\"wp-block-embed is-type-video is-provider-vidyard wp-block-embed-vidyard\"><div class=\"wp-block-embed__wrapper\">\n<script type=\"text\/javascript\" async src=\"https:\/\/play.vidyard.com\/embed\/v4.js\"><\/script><img decoding=\"async\"  style=\"width: 100%; margin: auto; display: block;\"  class=\"vidyard-player-embed\"  src=\"https:\/\/play.vidyard.com\/KfyYE1YNL61aG4TJFH2wvT.jpg\"  data-uuid=\"KfyYE1YNL61aG4TJFH2wvT\"  data-v=\"4\"  data-type=\"inline\"  data-width=\"500\"  data-height=\"281\"\/>\n<\/div><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\"><span class=\"salesforce-blog-heading__eyebrow is-style-eyebrow-pill\">VOICES OF THE PLAYBOOK<\/span>\n<h4 id=\"h-measuring-the-human-outcome\" class=\"wp-block-heading agentic_playbook_eyebrow is-style-default playbook-voices_headline_h4\"><strong><strong><strong><strong><strong><strong>Measuring<\/strong> <strong>the human outcome<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/h4>\n\n\n\n<p class=\"is-style-eyebrow playbook-voices_title has-blue-50-color has-text-color has-link-color wp-elements-14 wp-block-paragraph\"><strong><strong><strong><strong><strong><strong><strong>Pallavi Sebastian \u2022 SVP, Agentic Talent Experience&nbsp;<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/p>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-alpha-channel-opacity has-background is-style-wide playbook-voices-hr\" style=\"background-color:#595959;color:#595959\"\/>\n\n\n\n<p class=\"wp-block-paragraph\">The old scorecard for AI was usage: who logged in and how often. Pallavi Sebastian, SVP of agentic talent experience, describes how that is now shifting. The question is no longer whether people are using AI, but whether it&#8217;s actually redesigning the workflows underneath the work.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For managers, rather than simply speeding up the old process, the agent reshapes the role. It absorbs the administrative weight and aggregates the information, while the judgement, the approvals and the decisions stay human.<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">The human judgement and decision-making are not going away. AI doesn&#8217;t get the vote. AI just aggregates the information and presents it. The manager is the one making the decision.\u201d&nbsp;<\/p>\n<\/blockquote>\n<span class=\"citation-role\"><strong>Pallavi Sebastian<\/strong>, SVP, Agentic Talent Experience\u00a0<\/span>\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=Agentic%20AI%20Playbook%202.0\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=Agentic%20AI%20Playbook%202.0&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewbox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"Agentic AI Playbook 2.0\" https:\/\/www.salesforce.com\/ap\/blog\/playbook\/agentic-ai\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div><\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 id=\"h-designing-around-the-answers-with-uchicago-medicine\" class=\"wp-block-heading\">Designing around the answers, with UChicago Medicine<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Andrew Chang, chief marketing officer of UChicago Medicine, had a blunt way of describing the gap between healthcare patient services and consumer expectation: &#8220;You can order a burger in seconds, but to schedule care, you&#8217;re on hold or waiting for a call back.&#8221; With over 2.5 million patient enquiries fielded every year, they needed a fundamentally different way of approaching their patients\u2019 needs.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">To do so, they\u2019re using technology to transform the patient experience outside of the exam room. They deployed Agentforce, the agentic layer of the <a href=\"https:\/\/www.salesforce.com\/ap\/platform\/\">Headless 360 platform<\/a>, to automate everyday workflows like scheduling appointments, managing prescription refills and providing directions to the hospital.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Equally important, they defined what the agent would <em>never <\/em>do: diagnose, answer clinical questions or collect sensitive data on patient details or medical records. With these agentic workflows in place, they deliver instant answers to their patients and their families instead of funneling them into automated systems that leave patients stranded without a solution or needing to repeatedly start again. <a href=\"https:\/\/www.salesforce.com\/ap\/customer-stories\/uchicago-medicine\/\">Read more on UChicago&#8217;s agentic transformation here\u2192<\/a><\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns roundcorners playbook-voices_alignwide has-yellow-95-background-color has-background is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\" style=\"box-shadow:var(--wp--preset--shadow--deep)\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<figure class=\"wp-block-embed is-type-video is-provider-vidyard wp-block-embed-vidyard\"><div class=\"wp-block-embed__wrapper\">\n<script type=\"text\/javascript\" async src=\"https:\/\/play.vidyard.com\/embed\/v4.js\"><\/script><img decoding=\"async\"  style=\"width: 100%; margin: auto; display: block;\"  class=\"vidyard-player-embed\"  src=\"https:\/\/play.vidyard.com\/8fAbLKBFQP25bHmtvEdveC.jpg\"  data-uuid=\"8fAbLKBFQP25bHmtvEdveC\"  data-v=\"4\"  data-type=\"inline\"  data-width=\"500\"  data-height=\"281\"\/>\n<\/div><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\"><span class=\"salesforce-blog-heading__eyebrow is-style-eyebrow-pill\">VOICES OF THE PLAYBOOK<\/span>\n<h4 id=\"h-workflows-built-for-agents-nbsp\" class=\"wp-block-heading agentic_playbook_eyebrow is-style-default playbook-voices_headline_h4\"><strong><strong><strong><strong><strong><strong><strong>Workflows built for agents&nbsp;<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/h4>\n\n\n\n<p class=\"is-style-eyebrow playbook-voices_title has-blue-50-color has-text-color has-link-color wp-elements-15 wp-block-paragraph\"><strong><strong><strong><strong><strong><strong><strong><strong>Joe Inzerillo \u2022 President, Enterprise and AI Technology<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/p>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-alpha-channel-opacity has-background is-style-wide playbook-voices-hr\" style=\"background-color:#595959;color:#595959\"\/>\n\n\n\n<p class=\"wp-block-paragraph\">For most companies, automated workflows only change when something breaks badly enough to force a greater fix. Change takes time because people need to adapt and humans need to get on board.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Agentic workflows are the exact opposite. Their adaptation time is zero &#8211; adjust the instructions and the workflow updates immediately and is executed faithfully from that moment on. Joe Inzerillo, president of enterprise and AI technology, explains how that changes the way work gets divided. When you encode human reasoning and judgement into the workflow and let agents carry the tireless tasks, you keep people on the decisions that actually need them. It&#8217;s humans for impact, agents for scale.<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">The fascinating thing about agents is their adaptation time is zero. You give them tweaks to the workflow and they immediately start to execute that faithfully.&#8221;&nbsp;<\/p>\n<\/blockquote>\n<span class=\"citation-role\"><strong>Joe Inzerillo<\/strong>, President, Enterprise and AI Technology<\/span>\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=Agentic%20AI%20Playbook%202.0\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=Agentic%20AI%20Playbook%202.0&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewbox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"Agentic AI Playbook 2.0\" https:\/\/www.salesforce.com\/ap\/blog\/playbook\/agentic-ai\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div><\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 id=\"h-anticipate-technical-challenges\" class=\"wp-block-heading\">Anticipate technical challenges<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Implementing agentic workflows comes with technical challenges: integration, governance and resource requirements are a few we\u2019ve experienced ourselves. Consider addressing these challenges proactively with these five core architectural principles.<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Scalability:<\/strong> The platform must handle growing computational demands as usage expands.<\/li>\n\n\n\n<li><strong>Flexibility:<\/strong> The architecture should support seamless integration with existing systems and adaptation to evolving AI capabilities.<\/li>\n\n\n\n<li><strong>Data accessibility:<\/strong> Agents need reliable access to accurate data sources, including databases and APIs.<\/li>\n\n\n\n<li><strong>Trust:<\/strong> Implement guardrails, evaluations and observability to ensure reliability and continuous improvement.<\/li>\n\n\n\n<li><strong>Security and compliance: <\/strong>Implement strong measures to protect data with granular access controls and monitoring.<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">Workflows are shaped by every handoff, every exception, every moment a human steps in and improves what the agent couldn&#8217;t handle. But that evolution is only as good as what the agent knows. An agent working from incomplete, conflicting or poorly described data won&#8217;t get smarter \u2014 it&#8217;ll just get faster at being wrong. In the next chapter, you&#8217;ll learn how to ground your agents in the data that makes them worth trusting.<\/p>\n\n\n\n<h4 id=\"h-try-this-activity-design-outcome-focused-workflows\" class=\"wp-block-heading\">Try this activity: Design outcome-focused workflows<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">This activity walks you through the mapping (and potentially redesigning) of a workflow so humans and agents work together toward the outcome you&#8217;re after, not just the procedure you&#8217;ve always followed.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns roundcorners has-background is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\" style=\"background-color:#ceeafe;box-shadow:var(--wp--preset--shadow--deep)\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"wp-block-paragraph\">Complete these statements:&nbsp;<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>What\u2019s the ultimate goal of your workflow?<\/strong><\/li>\n\n\n\n<li><strong>Which two to three indicators would show the reimagined process is successful? Provide specifics.<\/strong>\n<ul class=\"wp-block-list\">\n<li>Time savings<\/li>\n\n\n\n<li>Improved accuracy<\/li>\n\n\n\n<li>Greater adaptability to exceptions<\/li>\n\n\n\n<li>Customer satisfaction<\/li>\n\n\n\n<li>Employee experience<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>The agent will gather information from the following data sources:<\/strong> [List key data sources]<\/li>\n<\/ol>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-group alignwide is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"alignfull wp-block-salesforce-blog-section-heading\">\n\t<h2 class=\"wp-block-salesforce-blog-section-heading__title\">\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"14\" height=\"13\" fill=\"none\" viewbox=\"0 0 14 13\" aria-hidden=\"true\" class=\"wp-block-salesforce-blog-section-heading__icon\"><path fill=\"#032D60\" d=\"M3.43 13a1 1 0 0 1-.59-.19 1 1 0 0 1-.4-1L3 8.37.52 5.93a1 1 0 0 1 .56-1.73l3.47-.5L6.09.56a1.06 1.06 0 0 1 1.82 0L9.46 3.7l3.46.5a1 1 0 0 1 .56 1.73L11 8.37l.59 3.45a1 1 0 0 1-1.46 1.06L7 11.26l-3.1 1.62a1 1 0 0 1-.47.12M7 9.1a1 1 0 0 1 .47.12l1.75.92-.33-2a1 1 0 0 1 .29-.9l1.42-1.33-2-.28a1 1 0 0 1-.76-.56L7 3.3l-.88 1.77a1 1 0 0 1-.76.56l-2 .28 1.46 1.38a1 1 0 0 1 .29.9l-.33 2 1.75-.92A1 1 0 0 1 7 9.1\" \/><\/svg>\n\t\t\t\tAgentic AI Resource\t<\/h2>\n<\/div>\n\n\n\n<div class=\"wp-block-columns alignfull is-style-vertical-spacing-bottom-border is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h3 id=\"h-download-our-outcome-focused-workflows-worksheet\" class=\"wp-block-heading\">Download our Outcome-Focused Workflows worksheet<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\" id=\"h-download-our-essential-data-sources-worksheet\">Before you build an agent into your workflow, define what success looks like. Use this worksheet to map your goal, your data sources and how your agent will learn and improve over time. Then, use it as a baseline to measure against once the agent is live.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.salesforce.com\/blog\/wp-content\/uploads\/sites\/2\/2026\/07\/Agentic_Playbook_Outcome_Focused_Workflows.pdf?d=AAPC4\" target=\"_blank\" rel=\"noreferrer noopener\">Download<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:43%\">\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1523\" height=\"865\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/Outcome_Focused_Workflows-1-e1786552595225.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-12207\" style=\"aspect-ratio:16\/9;object-fit:contain\" srcset=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/Outcome_Focused_Workflows-1-e1786552595225.png 1523w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/Outcome_Focused_Workflows-1-e1786552595225.png?w=300&amp;h=170 300w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/Outcome_Focused_Workflows-1-e1786552595225.png?w=768&amp;h=436 768w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/Outcome_Focused_Workflows-1-e1786552595225.png?w=1024&amp;h=582 1024w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/07\/Outcome_Focused_Workflows-1-e1786552595225.png?w=150&amp;h=85 150w\" sizes=\"auto, (max-width: 1523px) 100vw, 1523px\" \/><\/figure>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-salesforce-blog-curated-articles alignnormal is-style-row alignwide wp-block-salesforce-blog-curated-articles-v2\">\n\t<ul class=\"sp-top-latest sp-top-latest--row\">\n\t\t\n\n<li class=\"card card--row\">\n\t<article class=\"card__article\">\n\t\t<div class=\"card__contents\">\n\t\t\t<div class=\"card__meta\">\n\t\t\t\t\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t<a href=\"https:\/\/www.salesforce.com\/ap\/blog\/agent-to-human-handoff\/\" target=\"_blank\" class=\"card__link\">\n\t\t\t\t<h2 class=\"card__title h6\">\n\t\t\t\t\tAI Agents Are Smart \u2014 Knowing When To Step Aside Makes Them Smarter\t\t\t\t<\/h2>\n\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t\t<div class=\"card__thumbnail\">\n\t\t\t\t<span class=\"img-object-fit\"><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/blog\/wp-content\/uploads\/sites\/2\/2025\/03\/TSK-40401_Agent-To-Human_Handoff.jpg\" alt=\"\" loading=\"lazy\" \/><\/span>\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/article>\n<\/li>\n\n\n\n<li class=\"card card--row\">\n\t<article class=\"card__article\">\n\t\t<div class=\"card__contents\">\n\t\t\t<div class=\"card__meta\">\n\t\t\t\t\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t<a href=\"https:\/\/www.salesforce.com\/ap\/agentforce\/agentic-workflows\/\" target=\"_blank\" class=\"card__link\">\n\t\t\t\t<h2 class=\"card__title h6\">\n\t\t\t\t\tWhat Are Agentic Workflows?\t\t\t\t<\/h2>\n\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t\t<div class=\"card__thumbnail\">\n\t\t\t\t<span class=\"img-object-fit\"><img decoding=\"async\" src=\"https:\/\/wp.sfdcdigital.com\/en-us\/wp-content\/uploads\/sites\/4\/2025\/04\/marquee-af-ai-agents_1dfcdf.webp?w=1024\" alt=\"\" loading=\"lazy\" \/><\/span>\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/article>\n<\/li>\n\n\t<\/ul>\n<\/div>\n\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"alignfull wp-block-salesforce-blog-chapter-title\">\n\t<div id=\"chapter-5\" class=\"wp-block-salesforce-blog-chapter-title__wrapper\">\n\n\t\t\t<span class=\"wp-block-salesforce-blog-chapter-title__background-image\" style=\"background-image: url(https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/09\/Chapter_Header_clouds.png); background-repeat: no-repeat; background-size: contain; display:block; max-height: 1080px; max-width: 2880\"><\/span>\n\t\n\t\t\t<span class=\"wp-block-salesforce-blog-chapter-title__ornamental-image\" style=\"background-image: url(https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/09\/butterfly_v2.png); background-repeat: no-repeat; background-size: contain; display:block; height: 192px; width: auto\"><\/span>\n\t\n\t<div class=\"wp-block-salesforce-blog-chapter-title__content container wp-block-salesforce-blog-chapter-title--compact\">\n\t\t<h2 class=\"wp-block-salesforce-blog-chapter-title__title\">Chapter 5<\/h2>\n\t\t\t\t<h2 class=\"wp-block-salesforce-blog-chapter-title__subtitle\">Ground agents in trusted, reliable data<\/h2>\n\t\t\t<\/div>\n\n\t<\/div>\n<\/div>\n\n\n\n<h3 id=\"h-turn-your-data-into-a-competitive-advantage\" class=\"wp-block-heading\">Turn your data into a competitive advantage<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The philosopher Voltaire missed the AI era by a couple of centuries, but he understood the trap when it comes to getting started: Perfect is the enemy of good. In our The State of Agentic AI in the Enterprise report, we learnt data readiness alone doesn&#8217;t determine who deploys AI successfully. Every level of data maturity is represented in the deployment camp, but what separates the successful from the unsuccessful is what happens after launch.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Organisations that prepared intentionally before deploying reached ROI nearly a month faster. Those that didn&#8217;t were significantly more likely to discover their data problems the hard way \u2014 in front of a customer. Among organisations that experienced a customer-facing incident, 79% point to their agents&#8217; struggle to reliably access current, accurate data as the primary driver.&nbsp;<\/p>\n\n\n\n<div class=\"wp-block-salesforce-blog-stats\">\n\t<div class=\"wp-block-salesforce-blog-stats__container\">\n\t\t<header class=\"wp-block-salesforce-blog-stats__stat\">\n\t\t\t<p class=\"wp-block-salesforce-blog-stats__number\">79%<\/p>\n\t\t<\/header>\n\n\t\t<div class=\"wp-block-salesforce-blog-stats__content\">\n\t\t\t<p class=\"wp-block-salesforce-blog-stats__headline\">of organisations report their agents struggle to reliably access current, accurate data<\/p>\n\t\t\t<p class=\"wp-block-salesforce-blog-stats__description\">Source: The State of Agentic AI in the Enterprise<\/p>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n\n\n<p class=\"wp-block-paragraph\">This is where <a href=\"https:\/\/www.salesforce.com\/blog\/structural-and-descriptive-ontology\/\">ontology<\/a>, the map of relationships between your data, deeply matters. In the chapter ahead, you&#8217;ll find a practical framework for assessing your data, closing any data gaps and building a foundation that lets your agents perform when it counts.<\/p>\n\n\n\n<h4 id=\"h-the-data-reality-check\" class=\"wp-block-heading\">The data reality check<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">It&#8217;s 12.23 a.m. on the East Coast and a customer is locked out of their account. They&#8217;re messaging your customer service agent, hoping for a quick fix. Your agent responds confidently, but the record it&#8217;s pulling from shows an old email address, not the one flagged for a recent security review. Your agent is blocked, your customer is frustrated&nbsp;and a fix will have to wait until a human signs on in the morning. This is what a data failure looks like and often, it&#8217;s caused by a lack of data connectivity.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">By the time a human picks up the thread in the morning, the customer is frustrated and taking it out on a human rep. This is what a data failure looks like from the outside and often, it\u2019s caused by lack of data connectivity.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The way most enterprise systems store data has fields and records on one side and then definitions, rules and context on the other. Agents are caught in the middle with no connective tissue between the two, retrieving facts without knowing what those facts mean. That gap is where customer-facing failures are born.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The good news: it&#8217;s a closeable gap. Here&#8217;s where to start.<\/p>\n\n\n\n<h3 id=\"h-a-unified-knowledge-foundation-nbsp\" class=\"wp-block-heading\">A unified knowledge foundation&nbsp;<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Creating a comprehensive data foundation for AI agents requires structured and unstructured data from across your organisation. This process involves more than simply connecting systems.<\/p>\n\n\n\n<h4 id=\"h-structured-data-preparation\" class=\"wp-block-heading\">Structured data preparation:<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Structured data is usually organised in tables, databases or spreadsheets. Sounds pretty organised, right? It is \u2014 for humans. But challenges come up when AI models try to understand rows and columns effectively. That\u2019s why the <a href=\"https:\/\/www.salesforce.com\/ap\/blog\/text-to-sql-agent\/\">\u201ctext-to-SQL\u201d<\/a> task, how we translate natural language questions into database queries, requires specific preparation:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Semantic mapping<\/strong>: Create clear metadata descriptions for your database schemas that explain not just field names but their business meaning and relationships (e.g., \u201ccustomer_id\u201d links to \u201cCustomer records in CRM system\u201d).<\/li>\n\n\n\n<li><strong>Query patterns<\/strong>: Document common query patterns your business uses to answer specific questions (e.g., \u201cHow do we typically calculate customer lifetime value?\u201d or \u201cWhat data points indicate churn risk?\u201d).<\/li>\n\n\n\n<li><strong>Data validation<\/strong>: Implement consistent validation rules to ensure data accuracy and completeness (e.g., required fields, data format standards, acceptable value ranges).<\/li>\n<\/ol>\n\n\n\n<h4 id=\"h-unstructured-data-preparation\" class=\"wp-block-heading\">Unstructured data preparation:<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Unstructured data (PDFs, images, videos, emails, chat transcripts) represents <a href=\"https:\/\/my.idc.com\/getdoc.jsp?containerId=US52799925\" target=\"_blank\" rel=\"noreferrer noopener\">78% of all stored enterprise data<\/a> and often contains valuable information, but requires additional preparation.<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Content extraction<\/strong>: Use AI-powered tools to automatically extract text, entities and relationships from various file formats (PDFs, Word docs, images etc.), making previously locked information searchable and usable.<\/li>\n\n\n\n<li><strong>Semantic organisation<\/strong>: Apply consistent tagging and categorisation to make content discoverable (for example, tagging customer support transcripts by issue type, product or resolution status).<\/li>\n\n\n\n<li><strong>Versioning control<\/strong>: Establish clear processes for handling document versions and updates to ensure agents always access the most current, authoritative information.<\/li>\n<\/ol>\n\n\n\n<h3 id=\"h-connecting-data-sources\" class=\"wp-block-heading\">Connecting data sources<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Creating a unified knowledge foundation requires connecting structured and unstructured data through consistent, repeatable methods. This is where the <a href=\"https:\/\/www.salesforce.com\/ap\/agentforce\/mcp-support\/model-context-protocol\/\">Model Context Protocol (MCP)<\/a> comes in.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The MCP is a shared standard that lets AI connect to the data (and tools) it needs to get work done, while maintaining all the business rules and governance attached to the data. To understand how it works, imagine an AI system as an artist with the skill and inspiration to create a masterpiece, but all the necessary brushes, paints and canvases are spread out across different locked workshops. MCP acts as a standardised master key system. It allows the artist to effortlessly access and use any tool or material from any workshop, no matter where it is located \u2014&nbsp;while keeping track of where it came from, what other works it\u2019s been used to paint and which types of paints it can and can\u2019t be used for. MCP allows AI agents to dynamically discover, query and act on data sources, wherever they live.<\/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=\"Model Context Protocol (MCP) Explained in 90 Seconds\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/mMWWU4PambM?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 class=\"wp-block-paragraph\"><\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns roundcorners alignwide has-background is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\" style=\"background-color:#f1f3fb;box-shadow:var(--wp--preset--shadow--deep)\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h3 id=\"h-how-we-re-doing-it-1\" class=\"wp-block-heading\">How we&#8217;re doing it<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">When we built our Engagement Agent to reach the 75% of inbound leads our sales team couldn&#8217;t get to, we learnt quickly that deploying the agent was the easy part. Knowing whether it actually worked took a different kind of investment. We started by tracking activity \u2014 emails sent, leads touched \u2014 but activity doesn&#8217;t tell you if an agent is performing. So we shifted to value metrics tied directly to business outcomes: emails opened, leads converted, meetings booked, revenue generated.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">To get there, we analysed six million of our own human-written SDR emails spanning six years \u2014&nbsp;a precise record of how our best reps engaged prospects and what actually moved deals forward. Those patterns became the foundation for customised email quality scoring across dimensions like personalisation, tone and call-to-action strength. Every draft the Engagement Agent generates is now evaluated automatically, with specific critiques and scores returned before the email is ever sent.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The agent learns and self-corrects continuously, without requiring constant human review \u2014 and the results reflect it. The Engagement Agent generated nearly $120 million in pipeline in just the first few months of operation and booked more than 10,500 meetings from leads that previously received no human outreach at all.&nbsp;<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns roundcorners playbook-voices_alignwide has-yellow-95-background-color has-background is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\" style=\"box-shadow:var(--wp--preset--shadow--deep)\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<figure class=\"wp-block-embed is-type-video is-provider-vidyard wp-block-embed-vidyard\"><div class=\"wp-block-embed__wrapper\">\n<script type=\"text\/javascript\" async src=\"https:\/\/play.vidyard.com\/embed\/v4.js\"><\/script><img decoding=\"async\"  style=\"width: 100%; margin: auto; display: block;\"  class=\"vidyard-player-embed\"  src=\"https:\/\/play.vidyard.com\/mM5vUXTPREU5gJS9WVxmcf.jpg\"  data-uuid=\"mM5vUXTPREU5gJS9WVxmcf\"  data-v=\"4\"  data-type=\"inline\"  data-width=\"500\"  data-height=\"281\"\/>\n<\/div><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\"><span class=\"salesforce-blog-heading__eyebrow is-style-eyebrow-pill\">VOICES OF THE PLAYBOOK<\/span>\n<h4 id=\"h-the-win-is-in-your-data\" class=\"wp-block-heading agentic_playbook_eyebrow is-style-default playbook-voices_headline_h4\"><strong><strong><strong><strong><strong><strong><strong><strong>The win is in your data<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/h4>\n\n\n\n<p class=\"is-style-eyebrow playbook-voices_title has-blue-50-color has-text-color has-link-color wp-elements-16 wp-block-paragraph\"><strong><strong><strong><strong><strong><strong><strong><strong><strong>Sanika Goleria \u2022 EVP, Global GTM Planning and Prospect to Cash Innovation<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/p>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-alpha-channel-opacity has-background is-style-wide playbook-voices-hr\" style=\"background-color:#595959;color:#595959\"\/>\n\n\n\n<p class=\"wp-block-paragraph\">Sanika Goleria, EVP of global GTM planning and prospect to cash innovation, has witnessed that organisations with strong data cultures and good data hygiene have more successful agentic transformation experiences.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Her advice: use the transformation as the moment to de-clutter. Bring all your content into one platform and align on what you actually need and how it should be measured. The companies with an organised data framework, she says, will find this journey significantly easier than those without one.&nbsp;<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">The companies with the right data framework will find the agentic journey significantly easier than those starting without one.&#8221;<\/p>\n<\/blockquote>\n<span class=\"citation-role\"><strong>Sanika Goleria<\/strong>, EVP, Global GTM Planning and Prospect to Cash Innovation<\/span>\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=Agentic%20AI%20Playbook%202.0\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=Agentic%20AI%20Playbook%202.0&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewbox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"Agentic AI Playbook 2.0\" https:\/\/www.salesforce.com\/ap\/blog\/playbook\/agentic-ai\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div><\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 id=\"h-with-sharkninja-the-data-came-first-nbsp\" class=\"wp-block-heading\">With SharkNinja, the data came first&nbsp;<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">When SharkNinja set out to deploy Agentforce, they knew success depended on getting their data organised. Customer orders, service histories and product catalogues lived in separate systems, siloed by region and brand, which meant duplicate customer profiles, inconsistent product names and no reliable, cohesive foundation for an agent to reason from. To fix it and ensure every piece of customer interaction from the past &#8211; and present &#8211; is grounded in the latest data point, they unified Salesforce data, third-party systems and website activity in <a href=\"https:\/\/www.salesforce.com\/ap\/data\/\">Data 360<\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Agentforce now handles 20,000 SharkNinja customer chats per week in the U.S. and since launching Agentforce Commerce, they&#8217;ve seen a 14% year-over-year increase in items per basket. Its success that\u2019s made possible by unifying and organising their data. <a href=\"https:\/\/www.salesforce.com\/ap\/customer-stories\/sharkninja\/agentic-shopping-service\/\">Read more on SharkNinja&#8217;s agentic transformation here \u2192<\/a><\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<h3 id=\"h-to-truly-get-the-most-value-and-context-from-ai-models-you-ve-got-to-get-your-data-right-you-have-to-get-the-priorities-right-you-have-to-get-the-governance-right\" class=\"wp-block-heading\">To truly get the most value and context from AI models, you\u2019ve got to get your data right. You have to get the priorities right. You have to get the governance right.&#8221;<\/h3>\n<\/blockquote>\n<span class=\"citation-role\"><strong>Marc Benioff<\/strong>, CEO<\/span>\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=Agentic%20AI%20Playbook%202.0\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=Agentic%20AI%20Playbook%202.0&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewbox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"Agentic AI Playbook 2.0\" https:\/\/www.salesforce.com\/ap\/blog\/playbook\/agentic-ai\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div>\n\n\n<h3 id=\"h-data-governance-and-trust-nbsp\" class=\"wp-block-heading\">Data governance and trust&nbsp;<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Remember the fictional customer from earlier, locked out of their account? Organisations that build in data governance from the start are significantly less likely to experience a similar incident.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Here\u2019s what to keep top of mind when building your system:<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Data access controls<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Implement the following governance measures:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Role-based access<\/strong>: Define clear roles for agents just as you would for employees.<\/li>\n\n\n\n<li><strong>Attribute-based access<\/strong>: Control access based on data attributes and classification.<\/li>\n\n\n\n<li><strong>Purpose limitation<\/strong>: Restrict data usage to specific, documented purposes.<\/li>\n\n\n\n<li><strong>Audit trails<\/strong>: Maintain comprehensive logs of all agent data access.<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Privacy safeguards<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ensure appropriate privacy protections:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Data minimisation<\/strong>: Limit agent access to only the data necessary for their function.<\/li>\n\n\n\n<li><strong>Anonymisation\/pseudonymisation<\/strong>: Apply appropriate techniques for sensitive data.<\/li>\n\n\n\n<li><strong>Retention policies<\/strong>: Implement clear data retention and deletion procedures.<\/li>\n\n\n\n<li><strong>Consent management<\/strong>: Ensure proper consent tracking for data use.<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Security measures<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Implement these security best practices:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Encryption<\/strong>: Protect data in transit and at rest with appropriate encryption.<\/li>\n\n\n\n<li><strong>Multi-factor authentication<\/strong>: Apply strong authentication for sensitive system access.<\/li>\n\n\n\n<li><strong>Backup and recovery<\/strong>: Ensure comprehensive backup procedures for all data.<\/li>\n\n\n\n<li><strong>Security awareness<\/strong>: Train teams on security practices for AI systems.<\/li>\n<\/ol>\n\n\n\n<h3 id=\"h-data-quality-determines-outcome-quality\" class=\"wp-block-heading\">Data quality determines outcome quality<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The organisations that reach ROI fastest aren&#8217;t necessarily the ones with the cleanest data on day one. They&#8217;re the ones that treat data preparation as an ongoing discipline: building intentionally, fixing what deployment reveals and deepening governance as they scale.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Bottom line:<\/strong> <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Clean and connect your data. <\/li>\n\n\n\n<li>Build a unified knowledge architecture your agents can reason from.<\/li>\n\n\n\n<li>Govern access with the same rigour you&#8217;d apply to any employee. <\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">The quality of what goes in determines the quality of what comes out \u2014 for your agents and for every customer they serve<\/p>\n\n\n\n<h4 id=\"h-try-this-activity-score-essential-data-sources\" class=\"wp-block-heading\">Try this activity: Score essential data sources<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Use the Essential Data Sources activity to assess your data readiness and identify the highest-impact improvements you can make today.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns roundcorners has-background is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\" style=\"background-color:#ceeafe;box-shadow:var(--wp--preset--shadow--deep)\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><strong>Step 1: <\/strong>Identify three to five essential data sources for your agent. These might include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Customer profiles<\/li>\n\n\n\n<li>Product information<\/li>\n\n\n\n<li>Transaction history<\/li>\n\n\n\n<li>Support case records<\/li>\n\n\n\n<li>Knowledge articles<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Step 2: <\/strong>For each data source, rate its current state across four key dimensions.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Accuracy<\/strong>: How correct and up to date is this data?<\/li>\n\n\n\n<li><strong>Accessibility<\/strong>: How easily can agents retrieve this data when needed?<\/li>\n\n\n\n<li><strong>Security<\/strong>: How well protected is this data from unauthorised access?<\/li>\n\n\n\n<li><strong>Governance<\/strong>: How clearly defined are the rules for using this data?<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Step 3: <\/strong>Based on your assessment, commit to ONE high-impact improvement action for each data source and assign a primary owner to that action.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-salesforce-blog-curated-articles alignnormal is-style-row alignwide wp-block-salesforce-blog-curated-articles-v2\">\n\t<ul class=\"sp-top-latest sp-top-latest--row\">\n\t\t\n\n<li class=\"card card--row\">\n\t<article class=\"card__article\">\n\t\t<div class=\"card__contents\">\n\t\t\t<div class=\"card__meta\">\n\t\t\t\t\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t<a href=\"https:\/\/www.salesforce.com\/ap\/blog\/agent-to-human-handoff\/\" target=\"_blank\" class=\"card__link\">\n\t\t\t\t<h2 class=\"card__title h6\">\n\t\t\t\t\tAI Agents Are Smart \u2014 Knowing When To Step Aside Makes Them Smarter\t\t\t\t<\/h2>\n\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t\t<div class=\"card__thumbnail\">\n\t\t\t\t<span class=\"img-object-fit\"><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/blog\/wp-content\/uploads\/sites\/2\/2025\/03\/TSK-40401_Agent-To-Human_Handoff.jpg\" alt=\"\" loading=\"lazy\" \/><\/span>\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/article>\n<\/li>\n\n\n\n<li class=\"card card--row\">\n\t<article class=\"card__article\">\n\t\t<div class=\"card__contents\">\n\t\t\t<div class=\"card__meta\">\n\t\t\t\t\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t<a href=\"https:\/\/www.salesforce.com\/ap\/agentforce\/agentic-workflows\/\" target=\"_blank\" class=\"card__link\">\n\t\t\t\t<h2 class=\"card__title h6\">\n\t\t\t\t\tWhat Are Agentic Workflows?\t\t\t\t<\/h2>\n\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t\t<div class=\"card__thumbnail\">\n\t\t\t\t<span class=\"img-object-fit\"><img decoding=\"async\" src=\"https:\/\/wp.sfdcdigital.com\/en-us\/wp-content\/uploads\/sites\/4\/2025\/04\/marquee-af-ai-agents_1dfcdf.webp?w=1024\" alt=\"\" loading=\"lazy\" \/><\/span>\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/article>\n<\/li>\n\n\t<\/ul>\n<\/div>\n\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><br><\/p>\n\n\n\n<div class=\"wp-block-group alignwide is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"alignfull wp-block-salesforce-blog-section-heading\">\n\t<h2 class=\"wp-block-salesforce-blog-section-heading__title\">\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"14\" height=\"13\" fill=\"none\" viewbox=\"0 0 14 13\" aria-hidden=\"true\" class=\"wp-block-salesforce-blog-section-heading__icon\"><path fill=\"#032D60\" d=\"M3.43 13a1 1 0 0 1-.59-.19 1 1 0 0 1-.4-1L3 8.37.52 5.93a1 1 0 0 1 .56-1.73l3.47-.5L6.09.56a1.06 1.06 0 0 1 1.82 0L9.46 3.7l3.46.5a1 1 0 0 1 .56 1.73L11 8.37l.59 3.45a1 1 0 0 1-1.46 1.06L7 11.26l-3.1 1.62a1 1 0 0 1-.47.12M7 9.1a1 1 0 0 1 .47.12l1.75.92-.33-2a1 1 0 0 1 .29-.9l1.42-1.33-2-.28a1 1 0 0 1-.76-.56L7 3.3l-.88 1.77a1 1 0 0 1-.76.56l-2 .28 1.46 1.38a1 1 0 0 1 .29.9l-.33 2 1.75-.92A1 1 0 0 1 7 9.1\" \/><\/svg>\n\t\t\t\tAgentic AI Resource\t<\/h2>\n<\/div>\n\n\n\n<div class=\"wp-block-columns alignfull is-style-vertical-spacing-bottom-border is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h3 id=\"h-download-our-essential-data-sources-worksheet\" class=\"wp-block-heading\"><strong>Download our Essential Data Sources worksheet<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">For each data source your agents will need, score its readiness from 1 (needs significant improvement) to 3 (well established). Then identify an action to close that gap and assign an owner to see it through.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.salesforce.com\/blog\/wp-content\/uploads\/sites\/2\/2026\/07\/Agentic_Workbook_Score_Essential-Data-Sources.pdf?d=AAPC5\" target=\"_blank\" rel=\"noreferrer noopener\">Download<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:43%\">\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1536\" height=\"865\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/08\/Score_Essential_Data_Sources.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-12208\" style=\"aspect-ratio:16\/9;object-fit:contain\" srcset=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/08\/Score_Essential_Data_Sources.png 1536w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/08\/Score_Essential_Data_Sources.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/08\/Score_Essential_Data_Sources.png?w=768&amp;h=433 768w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/08\/Score_Essential_Data_Sources.png?w=1024&amp;h=577 1024w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/08\/Score_Essential_Data_Sources.png?w=150&amp;h=84 150w\" sizes=\"auto, (max-width: 1536px) 100vw, 1536px\" \/><\/figure>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"alignfull wp-block-salesforce-blog-chapter-title\" id=\"chapter-6\">\n\t<div id=\"chapter-6\" class=\"wp-block-salesforce-blog-chapter-title__wrapper\">\n\n\t\n\t\n\t<div class=\"wp-block-salesforce-blog-chapter-title__content container wp-block-salesforce-blog-chapter-title--compact\">\n\t\t<h2 class=\"wp-block-salesforce-blog-chapter-title__title\">Chapter 6<\/h2>\n\t\t\t\t<h2 class=\"wp-block-salesforce-blog-chapter-title__subtitle\">Never stop improving<\/h2>\n\t\t\t<\/div>\n\n\t<\/div>\n<\/div>\n\n\n\n<h3 id=\"h-coach-your-agents-prove-their-worth\" class=\"wp-block-heading\">Coach your agents, prove their worth<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">There&#8217;s a well-worn line from the early-\u201990s film <em>Glengarry Glen Ross<\/em> that every sales professional in your orbit probably knows. When it comes to making a deal, the mantra holds: &#8220;<em>Always be closing<\/em>&#8221; \u2014 never let up when you&#8217;ve got a big fish on the line.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">When it comes to agentic AI, we could craft a similar phrase, just with a different turn. &#8220;<em>Always be iterating<\/em>&#8221; &#8211; because the organisations that win, after their agents are deployed, never stop improving upon them.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This chapter closes the loop on everything you&#8217;ve built so far, in two connected moves. The first: the discipline behind continuous improvement. We show you how to coach agents long after they go live. The second: proving to your people, your leadership and eventually your board that the investment is paying off.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Put simply, iteration is how agents get better; measurement is how you prove it. You can\u2019t sustain one without the other.&nbsp;<\/p>\n\n\n\n<h4 id=\"h-launching-is-the-starting-line-nbsp\" class=\"wp-block-heading\">Launching is the starting line&nbsp;<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">The agents that keep delivering are those that keep getting coached, then put back in the game. We call this process the Agent Development Lifecycle (ADLC) and it&#8217;s what separates agents that deliver lasting value from ones that plateau. At Salesforce, we&#8217;ve seen it play out in our own deployments: agents that start out just OK, get coached and progressively improve until they are genuinely transforming how work gets done.<br><\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns roundcorners playbook-voices_alignwide has-yellow-95-background-color has-background is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\" style=\"box-shadow:var(--wp--preset--shadow--deep)\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<figure class=\"wp-block-embed is-type-video is-provider-vidyard wp-block-embed-vidyard\"><div class=\"wp-block-embed__wrapper\">\n<script type=\"text\/javascript\" async src=\"https:\/\/play.vidyard.com\/embed\/v4.js\"><\/script><img decoding=\"async\"  style=\"width: 100%; margin: auto; display: block;\"  class=\"vidyard-player-embed\"  src=\"https:\/\/play.vidyard.com\/JBvxBMXsQzUb9BHnE9bF1V.jpg\"  data-uuid=\"JBvxBMXsQzUb9BHnE9bF1V\"  data-v=\"4\"  data-type=\"inline\"  data-width=\"500\"  data-height=\"281\"\/>\n<\/div><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\"><span class=\"salesforce-blog-heading__eyebrow is-style-eyebrow-pill\">VOICES OF THE PLAYBOOK<\/span>\n<h4 id=\"h-the-agent-development-lifecycle\" class=\"wp-block-heading agentic_playbook_eyebrow is-style-default playbook-voices_headline_h4\"><strong><strong><strong><strong><strong><strong><strong><strong><strong>The agent development lifecycle<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/h4>\n\n\n\n<p class=\"is-style-eyebrow playbook-voices_title has-blue-50-color has-text-color has-link-color wp-elements-17 wp-block-paragraph\"><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong>Derya Isler \u2022 VP, Machine Learning Platforms and Applications<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/p>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-alpha-channel-opacity has-background is-style-wide playbook-voices-hr\" style=\"background-color:#595959;color:#595959\"\/>\n\n\n\n<p class=\"wp-block-paragraph\">As a VP of machine learning, Derya Isler built the Agent Development Lifecycle (ADLC), the iterative system that keeps Salesforce&#8217;s own agents improving long after launch. The ADLC is a flywheel that moves from design, building and testing to agent deployment, experimentation, observation, then control and orchestration, before circling back into development again.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The cycle matters because real-world performance rarely matches what you see in a controlled testing environment. Every deployment generates new signals about where agents succeed, where they fail and how they should improve. The agents that keep delivering are the ones that continuously learn from those real-world outcomes and feed those insights back into development. As Derya puts it: &#8220;Ideally, agents should learn from their failures and improve themselves over time \u2014 and that&#8217;s the direction the entire industry is going through now.\u201d&nbsp;<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;6aa1ed1256e2a&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"6aa1ed1256e2a\" class=\"wp-block-image size-full wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"960\" height=\"540\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on--pointerdown=\"actions.preloadImage\" data-wp-on--pointerenter=\"actions.preloadImageWithDelay\" data-wp-on--pointerleave=\"actions.cancelPreload\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/blog\/wp-content\/uploads\/sites\/2\/2026\/08\/ADLC_BAEPlaybook\u2026926.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-12212\" srcset=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/08\/ADLC_BAEPlaybook\u2026926.png 960w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/08\/ADLC_BAEPlaybook\u2026926.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/08\/ADLC_BAEPlaybook\u2026926.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/08\/ADLC_BAEPlaybook\u2026926.png?w=150&amp;h=84 150w\" sizes=\"auto, (max-width: 960px) 100vw, 960px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\tdata-wp-bind--aria-label=\"state.thisImage.triggerButtonAriaLabel\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.thisImage.buttonRight\"\n\t\t\tdata-wp-style--top=\"state.thisImage.buttonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">The Agent Development Lifecycle (ADLC) is the iterative system that keeps Salesforce&#8217;s own agents improving long after launch. It moves from agent design, building and testing to agent deployment, experimentation, observation, then control and orchestration, before circling back into development again.<\/figcaption><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">Agents should learn from their failures and improve themselves over time \u2014 and that&#8217;s the direction the entire industry is going through now.&#8221;<\/p>\n<\/blockquote>\n<span class=\"citation-role\"><strong>Derya Isler<\/strong>, VP, Machine Learning Platforms and Applications<\/span>\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=Agentic%20AI%20Playbook%202.0\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=Agentic%20AI%20Playbook%202.0&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewbox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"Agentic AI Playbook 2.0\" https:\/\/www.salesforce.com\/ap\/blog\/playbook\/agentic-ai\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div><\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 id=\"h-asymbl-s-growth-engine-one-agent-compounding-returns\" class=\"wp-block-heading\">Asymbl&#8217;s growth engine: one agent, compounding returns<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Workforce orchestration startup Asymbl couldn&#8217;t keep pace with demand. They had one sales development rep managing hundreds of prospects across a fragmented tech stack with no clear source of truth. To handle the workload, they built Theodore, an Agentforce agent that qualifies leads, schedules calls and manages outbound prospecting around the clock. Even though Theodore was a successful agent, Asymbl didn\u2019t \u201cset it and forget it.&#8221; Every week, Asymbl&#8217;s sales team reviews Theodore&#8217;s outreach in coaching sessions, learns from his messaging and feeds improvements directly back into the agent. That feedback loop is the engine behind their success: 1,000+ leads handled per week, $1.5 million in cost savings and 3,789% ROI. The agent performing today isn&#8217;t the one they deployed \u2014 it&#8217;s the one they kept improving. <a href=\"https:\/\/www.salesforce.com\/ap\/customer-stories\/asymbl\/\">Read more on Asymbl&#8217;s agentic transformation here<\/a> \u2192<\/p>\n\n\n\n<h4 id=\"h-four-ways-to-keep-your-agents-getting-better\" class=\"wp-block-heading\">Four ways to keep your agents getting better<\/h4>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Measure impact, not just functionality<\/strong><br>Don&#8217;t just track whether an agent works. Measure its business value: adoption, efficacy, performance and tangible outcomes. Without meaningful metrics, you won&#8217;t know whether your agent is improving or quietly degrading.<\/li>\n\n\n\n<li><strong><strong>Treat iteration as the job<\/strong><\/strong><br>Launch is the beginning, not the finish line. Collect real-time user feedback, monitor interactions and refine agent behaviour continuously. Treat agents like employees: teach them, correct them and update them based on what real-world use reveals.&nbsp;<\/li>\n\n\n\n<li><strong><strong><strong>Start small, expand strategically<\/strong><\/strong><\/strong><br>Begin with a focused use case, then gradually expand capabilities as agents prove their value. Feed them richer, more structured data over time; improvement compounds when scope and data quality grow together.<\/li>\n\n\n\n<li><strong><strong><strong><strong>Govern sensibly, not defensively<\/strong><\/strong><\/strong><\/strong><br>Implement guardrails to prevent errors, but resist the urge to over-restrict. Governance that&#8217;s too tight kills the innovation it&#8217;s meant to protect. Joe Inzerillo, who leads enterprise and AI technology, draws on Salesforce&#8217;s Customer Zero experience to share his \u201cprogress versus perfection\u201d perspective: \u201cGood enough to learn is the bar. Define agent guardrails sensibly, but don&#8217;t overbuild them to the point where you kill the innovation.\u201d<\/li>\n<\/ol>\n\n\n\n<div style=\"height:1px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">Good enough to learn is the bar. Define agent guardrails sensibly, but don&#8217;t overbuild them to the point where you kill the innovation.<\/p>\n<\/blockquote>\n<span class=\"citation-role\"><strong>Joe Inzerillo<\/strong>, President, Enterprise and AI Technology<\/span>\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=Agentic%20AI%20Playbook%202.0\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=Agentic%20AI%20Playbook%202.0&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewbox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"Agentic AI Playbook 2.0\" https:\/\/www.salesforce.com\/ap\/blog\/playbook\/agentic-ai\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div>\n\n\n<h4 id=\"h-measure-with-metrics-that-build-roi-adoption-and-trust\" class=\"wp-block-heading\">Measure with metrics that build ROI, adoption and trust<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">As you\u2019re working through your agentic transformation, the pressure to prove AI is working can feel relentless. The good news: you&#8217;ll never have to build your defence on a house of cards. Agentic results are both quantitatively and qualitatively measurable and they show up across every dimension that matters.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Here&#8217;s what it looks like in practice: In The State of Agentic AI in the Enterprise report, eight months into deployment, organisations report, 53% employee adoption, 29% CSAT improvement, 31% faster resolution times and 29% reduction in operational costs.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">These kinds of results make the business case for deployment and set a concrete benchmark for organisations still weighing the investment.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns roundcorners playbook-voices_alignwide has-yellow-95-background-color has-background is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\" style=\"box-shadow:var(--wp--preset--shadow--deep)\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<figure class=\"wp-block-embed is-type-video is-provider-vidyard wp-block-embed-vidyard\"><div class=\"wp-block-embed__wrapper\">\n<script type=\"text\/javascript\" async src=\"https:\/\/play.vidyard.com\/embed\/v4.js\"><\/script><img decoding=\"async\"  style=\"width: 100%; margin: auto; display: block;\"  class=\"vidyard-player-embed\"  src=\"https:\/\/play.vidyard.com\/EkdueaV68V8DgP2xH6HuLG.jpg\"  data-uuid=\"EkdueaV68V8DgP2xH6HuLG\"  data-v=\"4\"  data-type=\"inline\"  data-width=\"500\"  data-height=\"281\"\/>\n<\/div><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\"><span class=\"salesforce-blog-heading__eyebrow is-style-eyebrow-pill\">VOICES OF THE PLAYBOOK<\/span>\n<h4 id=\"h-agentic-success-has-two-scorecards\" class=\"wp-block-heading agentic_playbook_eyebrow is-style-default playbook-voices_headline_h4\"><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong>Agentic success has two scorecards<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/h4>\n\n\n\n<p class=\"is-style-eyebrow playbook-voices_title has-blue-50-color has-text-color has-link-color wp-elements-18 wp-block-paragraph\"><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong>Ruth Hickin \u2022 SVP, Workforce Innovation<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/p>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-alpha-channel-opacity has-background is-style-wide playbook-voices-hr\" style=\"background-color:#595959;color:#595959\"\/>\n\n\n\n<p class=\"wp-block-paragraph\">Ruth Hickin, SVP of workforce innovation, believes that measuring success in the agentic enterprise requires two ways of keeping score.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The business case is the more visible half: more revenue closed, higher quality code delivered and efficiency gains appearing on the balance sheet. The other half isn\u2019t as visible but is just as critical: employee experience. At Salesforce, this means tracking how AI is reducing bureaucracy, how employees feel about their work and how many people are moving into new and better roles.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Internal mobility, she says, is one of the most telling indicators. Salesforce currently has an internal mobility rate of around 50% &#8211;&nbsp;a figure she sees as evidence that the workforce is adapting well.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">Internal mobility of your workforce is one of the clearest signs that your workforce is&nbsp; adapting &#8211; not being left behind.&#8221;<\/p>\n<\/blockquote>\n<span class=\"citation-role\"><strong>Ruth Hickin,<\/strong> SVP, Workforce Innovation<\/span>\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new 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(Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=Agentic%20AI%20Playbook%202.0&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewbox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"Agentic AI Playbook 2.0\" https:\/\/www.salesforce.com\/ap\/blog\/playbook\/agentic-ai\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div><\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns roundcorners alignwide has-background is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\" style=\"background-color:#f1f3fb;box-shadow:var(--wp--preset--shadow--deep)\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h3 id=\"h-how-we-re-doing-it-2\" class=\"wp-block-heading\">How we&#8217;re doing it<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">For more than a year, <a href=\"http:\/\/help.salesforce.com\">Salesforce Help<\/a> has been giving customers faster answers and expert guidance when they need it. To understand what\u2019s working on the platform, we track key support metrics and use those insights to continuously improve the experience.&nbsp;<\/p>\n\n\n\n<div style=\"max-width: 800px; width: 100%; margin: 0 auto; overflow: hidden;\">\n\n  <script type=\"text\/javascript\" async src=\"https:\/\/play.vidyard.com\/embed\/v4.js\"><\/script>\n\n  <img decoding=\"async\"\n    style=\"width: 100%; display: block; border-radius: 1rem;\"\n    class=\"vidyard-player-embed\"\n    src=\"https:\/\/play.vidyard.com\/erRC9NBuMUcWUETqkDuqyk\"\n    data-uuid=\"erRC9NBuMUcWUETqkDuqyk\"\n    data-v=\"4\"\n    data-type=\"inline\"\n    data-autoplay=\"0\"\n  \/>\n<\/div>\n<div style=\"max-width: 800px; width: 100%; margin: 0 auto; overflow: hidden;\">\n<figcaption class=\"wp-element-caption\"><br>Learn about the KPIs we monitor in Salesforce Help and Salesforce\u2019s <a href=\"https:\/\/www.salesforce.com\/blog\/support-metrics-agentforce\/\">practical framework for tracking the support metrics<\/a> that improve customer experience and reduce costs.<\/figcaption>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.salesforce.com\/blog\/support-metrics-agentforce\/\"><\/a><\/p>\n\n\n\n<h3 id=\"h-help-agent-metrics-fall-into-two-categories-adoption-and-effectiveness\" class=\"wp-block-heading\">Help Agent metrics fall into two categories: adoption and effectiveness<\/h3>\n\n\n\n<h4 id=\"h-1-adoption-metrics\" class=\"wp-block-heading\">#1. Adoption Metrics<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Before Agentforce can be effective, customers need to use it. Adoption shows whether customers are turning to the Help Agent and gives us early indicators of reduced case volume and cost savings.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We look at:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Help Portal Sessions: <\/strong>How many customers visit Salesforce Help.<\/li>\n\n\n\n<li><strong>Conversations: <\/strong>The number of times customers initiate a conversation by submitting a question.<\/li>\n<\/ul>\n\n\n\n<h4 id=\"h-2-effectiveness\" class=\"wp-block-heading\">#2. Effectiveness<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Once adoption is established, the next question is the most important: Is Agentforce helping customers?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Customer interactions typically fall into three buckets: resolution by Agentforce, escalation to a human support engineer or abandonment.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">To understand how well Agentforce performs in each area, we monitor:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Abandons: <\/strong>A customer starts a session but leaves before asking a question.<\/li>\n\n\n\n<li><strong>Resolutions: <\/strong>A customer interaction concluded without a handoff to a human.<\/li>\n\n\n\n<li><strong>Customer-confirmed resolution: <\/strong>A customer confirms that Agentforce solved their issue.<\/li>\n\n\n\n<li><strong>CSAT: <\/strong>A customer provides a customer satisfaction score at the end of an Agentforce interaction.&nbsp;<\/li>\n\n\n\n<li><strong>Hand-offs to human (escalations): <\/strong>A customer is transferred from Agentforce to a support engineer.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Together, these <strong>support metrics<\/strong> show how Agentforce contributes to faster resolutions, higher customer satisfaction and stronger trust.<\/p>\n\n\n\n<h3 id=\"h-agentic-metrics-that-matter-most-nbsp\" class=\"wp-block-heading\">Agentic metrics that matter most&nbsp;<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Like humans, agents have varied skills and areas of expertise. That\u2019s why there\u2019s no \u201cone-size-fits-all\u201d rubric for measuring their performance. The metrics that matter most will depend on your specific agents, your use cases and your goals. However, a few key indicators apply across almost any agentic deployment:<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div style=\"height:5px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns alignwide is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-ornament-card ai-playbook-blue-card-bg\">\n\t<div class=\"wp-block-ornament-card__content\">\n\t\t\n\n<div class=\"wp-block-group is-nowrap is-layout-flex wp-container-core-group-is-layout-8f761849 wp-block-group-is-layout-flex\">\n<h5 id=\"h-response-accuracy\" class=\"wp-block-heading\"><strong><strong><strong>Response accuracy<\/strong><\/strong><\/strong><\/h5>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\">How often your agent provides correct or contextually appropriate answers. Track confidence scores to catch inconsistencies early. These scores could include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Benchmark datasets<\/li>\n\n\n\n<li>Manual review<\/li>\n\n\n\n<li>Validation tools<\/li>\n<\/ul>\n\n\t<\/div>\n\t<div class=\"wp-block-ornament-card__media\">\n\t\t\t<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-ornament-card ai-playbook-blue-card-bg\">\n\t<div class=\"wp-block-ornament-card__content\">\n\t\t\n\n<div class=\"wp-block-group is-nowrap is-layout-flex wp-container-core-group-is-layout-8f761849 wp-block-group-is-layout-flex\">\n<h5 id=\"h-user-satisfaction\" class=\"wp-block-heading\"><strong><strong><strong>User satisfaction<\/strong><\/strong><\/strong><\/h5>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\">How effective and trustworthy the AI feels to its audience. Track completion rates and repeat interactions to gauge genuine helpfulness. These rates could include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>CSAT surveys<\/li>\n\n\n\n<li>Interaction ratings<\/li>\n\n\n\n<li>Engagement rate<\/li>\n<\/ul>\n\n\t<\/div>\n\t<div class=\"wp-block-ornament-card__media\">\n\t\t\t<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-ornament-card ai-playbook-blue-card-bg\">\n\t<div class=\"wp-block-ornament-card__content\">\n\t\t\n\n<div class=\"wp-block-group is-nowrap is-layout-flex wp-container-core-group-is-layout-8f761849 wp-block-group-is-layout-flex\">\n<h5 id=\"h-response-time\" class=\"wp-block-heading\"><strong><strong><strong><strong>Response time<\/strong><\/strong><\/strong><\/strong><\/h5>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\">How quickly your agent processes a query and delivers an answer. By monitoring and optimising latency, you can meaningfully improve the user experience for everyone it serves. These times could include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Latency monitoring<\/li>\n\n\n\n<li>Real-time feedback<\/li>\n<\/ul>\n\n\t<\/div>\n\t<div class=\"wp-block-ornament-card__media\">\n\t\t\t<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 id=\"h-how-pandora-turned-every-handoff-into-a-data-point\" class=\"wp-block-heading\">How Pandora turned every handoff into a data point<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Pandora knew that becoming an agentic enterprise meant measuring every step of the journey. When they built Clara, their Agentforce-powered customer service agent, they tracked performance and scaled only as confidence in the results grew.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The discipline extended to how Clara handed off as well. When a request exceeded Clara\u2019s scope, it was transferred to a human agent \u2014 always with a full conversation summary. This allowed reps to get up to speed instantly and ensured customers would never have to repeat themselves. With Clara, every handoff is tracked and every interaction is a data point. Clara now handles 40,000 conversations a month, autonomously deflects 60% of cases and has driven a 10% lift in net promoter score. <a href=\"https:\/\/www.salesforce.com\/ap\/customer-stories\/pandora\/\">Read more on Pandora&#8217;s agentic transformation here<\/a> \u2192<\/p>\n\n\n\n<h4 id=\"h-your-moment-is-now\" class=\"wp-block-heading\">Your moment is now<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">One year ago, we told you the companies defining the next decade weren&#8217;t waiting for perfect conditions. And now, with a year more of experience, it\u2019s only added more dimension to our outlook: <strong>The window of possibility is wider than you think.&nbsp;<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Joe Inzerillo, president of enterprise and AI technology, puts it plainly: &#8220;For the first time in the history of technology, scale isn&#8217;t the problem. You can have as much scale as you can afford. What you can&#8217;t afford is inaction.&#8221;<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">For the first time in the history of technology, scale isn&#8217;t the problem. You can have as much scale as you can afford. What you can&#8217;t afford is inaction.&#8221;<\/p>\n<\/blockquote>\n<span class=\"citation-role\"><strong>Joe Inzerillo<\/strong>, President, Enterprise and AI Technology<\/span>\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=Agentic%20AI%20Playbook%202.0\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=Agentic%20AI%20Playbook%202.0&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewbox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fplaybook%2Fagentic-ai%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"Agentic AI Playbook 2.0\" https:\/\/www.salesforce.com\/ap\/blog\/playbook\/agentic-ai\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div>\n\n\n<p class=\"wp-block-paragraph\">This is what makes this moment genuinely different from every previous technology shift. The leaders who moved early are compounding their advantage. And with the incredible innovation in AI over just the past year alone, the organisations coming in now can catch up in ways that simply weren&#8217;t possible before. If you have a learner\u2019s mindset, this is a catalyst moment and it\u2019s available to anyone willing to get their hands dirty and persist in a new world full of incredible technology.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">What you build from here is up to you.<\/p>\n\n\n\n<h4 id=\"h-try-this-final-activity-audit-the-lifecycle-score-the-outcomes\" class=\"wp-block-heading\">Try this final activity: Audit the lifecycle, score the outcomes<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">We couldn\u2019t leave you without a final bit of (voluntary) homework. As you learnt, an agent\u2019s work is never really done. In this activity, use the Agent Development Lifecycle (ADLC) to give your agent a progress report. Then, based on your agent\u2019s performance, score the agent on each stage.&nbsp;<\/p>\n\n\n\n<div class=\"wp-block-columns alignwide is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-ornament-card ai-playbook-blue-card-bg-2\">\n\t<div class=\"wp-block-ornament-card__content\">\n\t\t\n\n<div class=\"wp-block-group is-nowrap is-layout-flex wp-container-core-group-is-layout-8f761849 wp-block-group-is-layout-flex\">\n<h5 id=\"h-step-1\" class=\"wp-block-heading\">Step 1:<\/h5>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><strong><strong>Map the six stages<\/strong><\/strong><\/strong><\/p>\n<\/div>\n\n\n\n<p class=\"is-style-default wp-block-paragraph\">Walk your agent through each stage of the ADLC and note what&#8217;s actually happening at each one:<\/p>\n\n\n\n<p class=\"small wp-block-paragraph\">Build \u00b7 Test \u00b7 Deploy \u00b7 Monitor \u00b7 Orchestrate \u00b7 Iterate<\/p>\n\n\t<\/div>\n\t<div class=\"wp-block-ornament-card__media\">\n\t\t\t<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-ornament-card ai-playbook-blue-card-bg-2\">\n\t<div class=\"wp-block-ornament-card__content\">\n\t\t\n\n<div class=\"wp-block-group is-nowrap is-layout-flex wp-container-core-group-is-layout-8f761849 wp-block-group-is-layout-flex\">\n<h5 id=\"h-step-2\" class=\"wp-block-heading\">Step 2:<\/h5>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><strong><strong>Find the break<\/strong><\/strong><\/strong><\/p>\n<\/div>\n\n\n\n<p class=\"is-style-default wp-block-paragraph\">Pinpoint where feedback stops flowing or iteration stalls. Ask at each stage: Is data moving to the next stage or does it dead-end here?<\/p>\n\n\t<\/div>\n\t<div class=\"wp-block-ornament-card__media\">\n\t\t\t<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-ornament-card ai-playbook-blue-card-bg-2\">\n\t<div class=\"wp-block-ornament-card__content\">\n\t\t\n\n<div class=\"wp-block-group is-nowrap is-layout-flex wp-container-core-group-is-layout-8f761849 wp-block-group-is-layout-flex\">\n<h5 id=\"h-step-3\" class=\"wp-block-heading\">Step 3:<\/h5>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><strong><strong><strong>Name one intervention<\/strong><\/strong><\/strong><\/strong><\/p>\n<\/div>\n\n\n\n<p class=\"is-style-default wp-block-paragraph\">Commit to a single, specific action to close the lifecycle at your weakest point. Assign an owner and a date.<\/p>\n\n\t<\/div>\n\t<div class=\"wp-block-ornament-card__media\">\n\t\t\t<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:0px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-text-align-center alignwide is-style-default\" id=\"h-after-you-ve-audited-your-agent-score-each-measurable-dimension\"><strong>After you\u2019ve audited your agent, score each measurable dimension.<\/strong><\/h4>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns alignwide is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-ornament-card ai-playbook-blue-card-bg\">\n\t<div class=\"wp-block-ornament-card__content\">\n\t\t\n\n<div class=\"wp-block-group is-nowrap is-layout-flex wp-container-core-group-is-layout-8f761849 wp-block-group-is-layout-flex\">\n<h5 id=\"h-step-1-0\" class=\"wp-block-heading\">Step 1:<\/h5>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><strong><strong><strong><strong>Rate your agent<\/strong><\/strong><\/strong><\/strong><\/strong><\/p>\n<\/div>\n\n\n\n<p class=\"is-style-default wp-block-paragraph\">Rate your agent 1-3 on each dimension (1 = needs significant work vs. 3 = well established):<\/p>\n\n\n\n<p class=\"is-style-default small wp-block-paragraph\">Adoption \u00b7 Efficacy \u00b7 Performance \u00b7 Business value<\/p>\n\n\t<\/div>\n\t<div class=\"wp-block-ornament-card__media\">\n\t\t\t<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-ornament-card ai-playbook-blue-card-bg\">\n\t<div class=\"wp-block-ornament-card__content\">\n\t\t\n\n<div class=\"wp-block-group is-nowrap is-layout-flex wp-container-core-group-is-layout-8f761849 wp-block-group-is-layout-flex\">\n<h5 class=\"wp-block-heading has-text-align-left\" id=\"h-step-2-0\">Step 2:<\/h5>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><strong><strong><strong>Access each <strong><strong>dimension<\/strong><\/strong> <\/strong><\/strong><\/strong><\/strong><\/p>\n<\/div>\n\n\n\n<p class=\"is-style-default wp-block-paragraph\">Answer one diagnostic question per dimension. For each score, note <em>why<\/em> \u2014 what&#8217;s the evidence behind the number?<\/p>\n\n\t<\/div>\n\t<div class=\"wp-block-ornament-card__media\">\n\t\t\t<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-ornament-card ai-playbook-blue-card-bg\">\n\t<div class=\"wp-block-ornament-card__content\">\n\t\t\n\n<div class=\"wp-block-group is-nowrap is-layout-flex wp-container-core-group-is-layout-8f761849 wp-block-group-is-layout-flex\">\n<h5 id=\"h-step-3-0\" class=\"wp-block-heading\">Step 3:<\/h5>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><strong><strong><strong><strong>Commit and assign<\/strong><\/strong><\/strong><\/strong><\/strong><\/p>\n<\/div>\n\n\n\n<p class=\"is-style-default wp-block-paragraph\">Choose one improvement action per dimension and assign an owner.<\/p>\n\n\t<\/div>\n\t<div class=\"wp-block-ornament-card__media\">\n\t\t\t<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-salesforce-blog-curated-articles alignnormal is-style-row alignwide wp-block-salesforce-blog-curated-articles-v2\">\n\t<ul class=\"sp-top-latest sp-top-latest--row\">\n\t\t\n\n<li class=\"card card--row\">\n\t<article class=\"card__article\">\n\t\t<div class=\"card__contents\">\n\t\t\t<div class=\"card__meta\">\n\t\t\t\t\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t<a href=\"https:\/\/www.salesforce.com\/ap\/blog\/agent-to-human-handoff\/\" target=\"_blank\" class=\"card__link\">\n\t\t\t\t<h2 class=\"card__title h6\">\n\t\t\t\t\tAI Agents Are Smart \u2014 Knowing When To Step Aside Makes Them Smarter\t\t\t\t<\/h2>\n\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t\t<div class=\"card__thumbnail\">\n\t\t\t\t<span class=\"img-object-fit\"><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/blog\/wp-content\/uploads\/sites\/2\/2025\/03\/TSK-40401_Agent-To-Human_Handoff.jpg\" alt=\"\" loading=\"lazy\" \/><\/span>\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/article>\n<\/li>\n\n\n\n<li class=\"card card--row\">\n\t<article class=\"card__article\">\n\t\t<div class=\"card__contents\">\n\t\t\t<div class=\"card__meta\">\n\t\t\t\t\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t<a href=\"https:\/\/www.salesforce.com\/ap\/agentforce\/agentic-workflows\/\" target=\"_blank\" class=\"card__link\">\n\t\t\t\t<h2 class=\"card__title h6\">\n\t\t\t\t\tWhat Are Agentic Workflows?\t\t\t\t<\/h2>\n\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t\t<div class=\"card__thumbnail\">\n\t\t\t\t<span class=\"img-object-fit\"><img decoding=\"async\" src=\"https:\/\/wp.sfdcdigital.com\/en-us\/wp-content\/uploads\/sites\/4\/2025\/04\/marquee-af-ai-agents_1dfcdf.webp?w=1024\" alt=\"\" loading=\"lazy\" \/><\/span>\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/article>\n<\/li>\n\n\t<\/ul>\n<\/div>\n\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-group alignwide is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"alignfull wp-block-salesforce-blog-section-heading\">\n\t<h2 class=\"wp-block-salesforce-blog-section-heading__title\">\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"14\" height=\"13\" fill=\"none\" viewbox=\"0 0 14 13\" aria-hidden=\"true\" class=\"wp-block-salesforce-blog-section-heading__icon\"><path fill=\"#032D60\" d=\"M3.43 13a1 1 0 0 1-.59-.19 1 1 0 0 1-.4-1L3 8.37.52 5.93a1 1 0 0 1 .56-1.73l3.47-.5L6.09.56a1.06 1.06 0 0 1 1.82 0L9.46 3.7l3.46.5a1 1 0 0 1 .56 1.73L11 8.37l.59 3.45a1 1 0 0 1-1.46 1.06L7 11.26l-3.1 1.62a1 1 0 0 1-.47.12M7 9.1a1 1 0 0 1 .47.12l1.75.92-.33-2a1 1 0 0 1 .29-.9l1.42-1.33-2-.28a1 1 0 0 1-.76-.56L7 3.3l-.88 1.77a1 1 0 0 1-.76.56l-2 .28 1.46 1.38a1 1 0 0 1 .29.9l-.33 2 1.75-.92A1 1 0 0 1 7 9.1\" \/><\/svg>\n\t\t\t\tAgentic AI Resource\t<\/h2>\n<\/div>\n\n\n\n<div class=\"wp-block-columns alignfull is-style-vertical-spacing-bottom-border is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h3 id=\"h-download-our-agentic-development-lifecycle-worksheet\" class=\"wp-block-heading\">Download our Agentic Development Lifecycle worksheet<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">You can use our Agentic Development Lifecycle (ADLC) worksheet to create a \u201cNever Stop Improving\u201d plan for every agent you deploy. Download and assign this activity to your humans at the helm of your agents.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.salesforce.com\/blog\/wp-content\/uploads\/sites\/2\/2026\/07\/Agentic_Playbook_Audit_Your_Agent_Development_Lifecycle.pdf?d=AAPC6\" target=\"_blank\" rel=\"noreferrer noopener\">Download<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:43%\">\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1536\" height=\"865\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/08\/Audit_Your_Agent_Development_Lifecycle.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-12209\" style=\"aspect-ratio:16\/9;object-fit:contain\" srcset=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/08\/Audit_Your_Agent_Development_Lifecycle.png 1536w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/08\/Audit_Your_Agent_Development_Lifecycle.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/08\/Audit_Your_Agent_Development_Lifecycle.png?w=768&amp;h=433 768w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/08\/Audit_Your_Agent_Development_Lifecycle.png?w=1024&amp;h=577 1024w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/08\/Audit_Your_Agent_Development_Lifecycle.png?w=150&amp;h=84 150w\" sizes=\"auto, (max-width: 1536px) 100vw, 1536px\" \/><\/figure>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns alignwide is-style-post-wide-width is-style-inline-form-columns-img has-background is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\" id=\"form\" style=\"background-color:#eef4ff\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h3 id=\"h-get-the-agentic-ai-guide-delivered-to-your-inbox\" class=\"wp-block-heading is-style-inline-form-heading\">Get the agentic AI guide delivered to your inbox.<\/h3>\n\n\n\n<p class=\"is-style-inline-form-paragraph no-bottom-margin wp-block-paragraph\">Sign up for weekly lessons over 5 weeks and learn to:<\/p>\n\n\n\n<ul class=\"wp-block-list no-bottom-margin\">\n<li>Choose the right use cases<\/li>\n\n\n\n<li>Prep your teams<\/li>\n\n\n\n<li>Structure your data<\/li>\n\n\n\n<li>Scale smarter<\/li>\n<\/ul>\n\n\n\n<p class=\"is-style-inline-form-paragraph no-bottom-margin wp-block-paragraph\">At Salesforce, we&#8217;ve guided startups to Fortune 500s through AI evolution. Get our practical roadmap and navigate this exciting era with confidence.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1500\" height=\"844\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/04\/SocialShare-Banner-1.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-12210\" srcset=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/04\/SocialShare-Banner-1.png 1500w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/04\/SocialShare-Banner-1.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/04\/SocialShare-Banner-1.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/04\/SocialShare-Banner-1.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2026\/04\/SocialShare-Banner-1.png?w=150&amp;h=84 150w\" sizes=\"auto, (max-width: 1500px) 100vw, 1500px\" \/><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"sf-form-wrapper sf-form-block\">\n\t<form\n\t\tname=\"salesforce-form\"\n\t\tclass=\"sf-form reg_form light is-style-two-column\"\n\t\tmethod=\"post\"\n\t\taction=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-json\/salesforce\/v1\/lead\"\n\t\tdata-form-id=\"salesforce-form\"\n\t>\n\t\t\t<input type=\"hidden\" name=\"domainSite\" value=\"https:\/\/www.salesforce.com\/ap\/blog\">\n\t<input type=\"hidden\" name=\"DriverCampaignId\" value=\"\">\n\t<input type=\"hidden\" name=\"FormCampaignId\" value=\"701ed00001YqAonAAF\">\n\t<input type=\"hidden\" name=\"FormSubmissionDate\" value=\"2026-09-09T23:34:42+00:00\">\n\t<input type=\"hidden\" name=\"Lead.InfoEmail__c\" value=\"null\">\n\t<input type=\"hidden\" name=\"LeadSource\" value=\"null\">\n\t<input type=\"hidden\" name=\"LeadType\" value=\"null\">\n\t<input type=\"hidden\" name=\"PrimaryProductInterest\" value=\"\">\n\t<input type=\"hidden\" name=\"mcloudFormName\" value=\"GLOB_MAIN_T2L1_OCMS_LCS1GLOB_MAIN_T2L1_OCMS_LCS1\">\n\t<input type=\"hidden\" name=\"PartnerPromoCode\" value=\"\">\n\t<input type=\"hidden\" name=\"transactionId\" value=\"\">\n\t<input type=\"hidden\" name=\"Web_Form_URL__c\" value=\"https:\/\/www.salesforce.com\/ap\/blog\/playbook\/agentic-ai\/\">\n\n<input class=\"screen-reader-hidden\" type=\"text\" name=\"Region__c\" autocomplete=\"off\" tabindex=\"-1\" aria-hidden=\"true\" aria-label=\"Region c\">\n<div role=\"group\" aria-label=\"Valid Form Check\">\n\t<input class=\"screen-reader-hidden\" type=\"checkbox\" name=\"validForm\" tabindex=\"-1\" aria-hidden=\"true\" aria-label=\"validForm\">\n<\/div>\n<input type=\"hidden\" id=\"_wpnonce\" name=\"_wpnonce\" value=\"eeb536ff43\" \/><input type=\"hidden\" name=\"_wp_http_referer\" value=\"\/ap\/blog\/wp-json\/wp\/v2\/sf_chaptered_article\/12199?bc=OTH\" \/>\n\t\t\t\t\t\t<div class=\"field\">\n\t\t\t\t\t<input\n\t\t\t\t\t\tclass=\"subscribe__field-info\"\n\t\t\t\t\t\tdata-error-id=\"UserFirstName-errMsg-1\"\n\t\t\t\t\t\tid=\"UserFirstName-1\"\n\t\t\t\t\t\ttype=\"text\"\n\t\t\t\t\t\tname=\"UserFirstName\"\n\t\t\t\t\t\tplaceholder=\"First Name\"\n\t\t\t\t\t\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\t\t\t\t>\n\t\t\t\t\t<label class=\"screen-reader-text\" for=\"UserFirstName-1\">\n\t\t\t\t\t\tFirst Name\t\t\t\t\t<\/label>\n\t\t\t\t\t<span class=\"error-msg body-fine\" id=\"UserFirstName-errMsg-1\">\n\t\t\t\t\t\tEnter a valid e-mail address\t\t\t\t\t<\/span>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"field\">\n\t\t\t\t\t<input\n\t\t\t\t\t\tclass=\"subscribe__field-info\"\n\t\t\t\t\t\tdata-error-id=\"UserLastName-errMsg-1\"\n\t\t\t\t\t\tid=\"UserLastName-1\"\n\t\t\t\t\t\ttype=\"text\"\n\t\t\t\t\t\tname=\"UserLastName\"\n\t\t\t\t\t\tplaceholder=\"Last Name\"\n\t\t\t\t\t\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\t\t\t\t>\n\t\t\t\t\t<label class=\"screen-reader-text\" for=\"UserLastName-1\">\n\t\t\t\t\t\tLast Name\t\t\t\t\t<\/label>\n\t\t\t\t\t<span class=\"error-msg body-fine\" id=\"UserLastName-errMsg-1\">\n\t\t\t\t\t\tEnter a valid e-mail address\t\t\t\t\t<\/span>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"field\">\n\t\t\t\t\t<input\n\t\t\t\t\t\tclass=\"subscribe__field-info\"\n\t\t\t\t\t\tdata-error-id=\"UserEmail-errMsg-1\"\n\t\t\t\t\t\tid=\"UserEmail-1\"\n\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\tname=\"UserEmail\"\n\t\t\t\t\t\tplaceholder=\"Email Address\"\n\t\t\t\t\t\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\t\t\t\t>\n\t\t\t\t\t<label class=\"screen-reader-text\" for=\"UserEmail-1\">\n\t\t\t\t\t\tEmail Address\t\t\t\t\t<\/label>\n\t\t\t\t\t<span class=\"error-msg body-fine\" id=\"UserEmail-errMsg-1\">\n\t\t\t\t\t\tEnter a valid e-mail address\t\t\t\t\t<\/span>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"field\">\n\t\t\t\t\t<input\n\t\t\t\t\t\tclass=\"subscribe__field-info\"\n\t\t\t\t\t\tdata-error-id=\"UserPhone-errMsg-1\"\n\t\t\t\t\t\tid=\"UserPhone-1\"\n\t\t\t\t\t\ttype=\"tel\"\n\t\t\t\t\t\tname=\"UserPhone\"\n\t\t\t\t\t\tplaceholder=\"Phone\"\n\t\t\t\t\t\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\t\t\t\t>\n\t\t\t\t\t<label class=\"screen-reader-text\" for=\"UserPhone-1\">\n\t\t\t\t\t\tPhone\t\t\t\t\t<\/label>\n\t\t\t\t\t<span class=\"error-msg body-fine\" id=\"UserPhone-errMsg-1\">\n\t\t\t\t\t\tEnter a valid e-mail address\t\t\t\t\t<\/span>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"field\">\n\t\t\t\t\t<input\n\t\t\t\t\t\tclass=\"subscribe__field-info\"\n\t\t\t\t\t\tdata-error-id=\"UserTitle-errMsg-1\"\n\t\t\t\t\t\tid=\"UserTitle-1\"\n\t\t\t\t\t\ttype=\"text\"\n\t\t\t\t\t\tname=\"UserTitle\"\n\t\t\t\t\t\tplaceholder=\"Job Title\"\n\t\t\t\t\t\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\t\t\t\t>\n\t\t\t\t\t<label class=\"screen-reader-text\" for=\"UserTitle-1\">\n\t\t\t\t\t\tJob Title\t\t\t\t\t<\/label>\n\t\t\t\t\t<span class=\"error-msg body-fine\" id=\"UserTitle-errMsg-1\">\n\t\t\t\t\t\tEnter a valid e-mail address\t\t\t\t\t<\/span>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"field\">\n\t\t\t\t\t<input\n\t\t\t\t\t\tclass=\"subscribe__field-info\"\n\t\t\t\t\t\tdata-error-id=\"CompanyName-errMsg-1\"\n\t\t\t\t\t\tid=\"CompanyName-1\"\n\t\t\t\t\t\ttype=\"text\"\n\t\t\t\t\t\tname=\"CompanyName\"\n\t\t\t\t\t\tplaceholder=\"Company\"\n\t\t\t\t\t\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\t\t\t\t>\n\t\t\t\t\t<label class=\"screen-reader-text\" for=\"CompanyName-1\">\n\t\t\t\t\t\tCompany\t\t\t\t\t<\/label>\n\t\t\t\t\t<span class=\"error-msg body-fine\" id=\"CompanyName-errMsg-1\">\n\t\t\t\t\t\tEnter a valid e-mail address\t\t\t\t\t<\/span>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\n<div class=\"field\">\n\t<select class=\"subscribe__field-info\" data-error-id=\"CompanyEmployees-errMsg-1\" id=\"CompanyEmployees-1\" name=\"CompanyEmployees\" aria-describedby=\"CompanyEmployees-errMsg\">\n\t\t<option selected=\"\" value=\"\">\n\t\t\tEmployees\t\t<\/option>\n\t\t\t\t\t<option value=\"10\">1-20 employees<\/option>\n\t\t\t\t\t<option value=\"95\">21-200 employees<\/option>\n\t\t\t\t\t<option value=\"500\">201-10,000 employees<\/option>\n\t\t\t\t\t<option value=\"15000\">10,001+ employees<\/option>\n\t\t\t<\/select>\n\t<label for=\"CompanyEmployees-1\" class=\"screen-reader-only\">Employees<\/label>\n\t<span class=\"error-msg body-fine\" id=\"CompanyEmployees-errMsg-1\" aria-live=\"assertive\">Select the number of employees<\/span>\n<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"field\">\n\t<select class=\"subscribe__field-info\" data-error-id=\"Industry-errMsg-1\" id=\"Industry-1\" name=\"Lead.Industry\" aria-describedby=\"Industry-errMsg\" autocomplete=\"industry\" required>\n\t\t<option selected=\"\" value=\"\">Industry<\/option>\n\t\t\t\t\t<option value=\"Automotive\" label=\"Automotive\">Automotive<\/option>\n\t\t\t\t\t<option value=\"Communications\" label=\"Communications\">Communications<\/option>\n\t\t\t\t\t<option value=\"Financial Services\" label=\"Financial Services\">Financial Services<\/option>\n\t\t\t\t\t<option value=\"Health Care\" label=\"Healthcare\">Healthcare<\/option>\n\t\t\t\t\t<option value=\"Tech\" label=\"Tech\">Tech<\/option>\n\t\t\t\t\t<option value=\"Higher_Ed\" label=\"Education\">Education<\/option>\n\t\t\t\t\t<option value=\"Life Sciences\" label=\"Life Sciences\">Life Sciences<\/option>\n\t\t\t\t\t<option value=\"Manufacturing\" label=\"Manufacturing\">Manufacturing<\/option>\n\t\t\t\t\t<option value=\"Media\" label=\"Media\">Media<\/option>\n\t\t\t\t\t<option value=\"Nonprofit\" label=\"Nonprofit\">Nonprofit<\/option>\n\t\t\t\t\t<option value=\"Public Sector\" label=\"Public Sector\">Public Sector<\/option>\n\t\t\t\t\t<option value=\"Retail Consumer\" label=\"Retail &amp; Consumer Goods\">Retail &amp; Consumer Goods<\/option>\n\t\t\t\t\t<option value=\"Energy and Utilities\" label=\"Energy &amp; Utilities\">Energy &amp; Utilities<\/option>\n\t\t\t\t\t<option value=\"Other\" label=\"Other\">Other<\/option>\n\t\t\t<\/select>\n\t<label for=\"Industry-1\" class=\"screen-reader-only\">Select your Industry<\/label>\n\t<span\n\t\tclass=\"error-msg body-fine\"\n\t\tid=\"Industry-errMsg-1\"\n\t>\n\t\tSelect your industry.\t<\/span>\n<\/div>\n\t\t\t\t\t\t\t\t\t\n<div class=\"field field--grow\">\n\t<select class=\"subscribe__field-info\" data-error-id=\"CompanyCountry-errMsg-1\" id=\"CompanyCountry-1\" name=\"CompanyCountry\" aria-describedby=\"CompanyCountry-errMsg\" autocomplete=\"country-name\" required>\n\t\t<option selected=\"\" value=\"\">Country\/Region<\/option>\n\t\t\t\t\t<option value=\"AP\" label=\"\"><\/option>\n\t\t\t\t\t<option value=\"AF\" label=\"Afghanistan\">Afghanistan<\/option>\n\t\t\t\t\t<option value=\"AL\" label=\"Albania\">Albania<\/option>\n\t\t\t\t\t<option value=\"DZ\" label=\"Algeria\">Algeria<\/option>\n\t\t\t\t\t<option value=\"AS\" label=\"American Samoa\">American Samoa<\/option>\n\t\t\t\t\t<option value=\"AD\" label=\"Andorra\">Andorra<\/option>\n\t\t\t\t\t<option value=\"AI\" label=\"Anguilla\">Anguilla<\/option>\n\t\t\t\t\t<option value=\"AQ\" label=\"Antarctica\">Antarctica<\/option>\n\t\t\t\t\t<option value=\"AG\" label=\"Antigua &amp; Barbuda\">Antigua &amp; Barbuda<\/option>\n\t\t\t\t\t<option value=\"AR\" label=\"Argentina\">Argentina<\/option>\n\t\t\t\t\t<option value=\"AM\" label=\"Armenia\">Armenia<\/option>\n\t\t\t\t\t<option value=\"AW\" label=\"Aruba\">Aruba<\/option>\n\t\t\t\t\t<option value=\"AU\" label=\"Australia\">Australia<\/option>\n\t\t\t\t\t<option value=\"AT\" label=\"Austria\">Austria<\/option>\n\t\t\t\t\t<option value=\"AZ\" label=\"Azerbaijan\">Azerbaijan<\/option>\n\t\t\t\t\t<option value=\"BS\" label=\"Bahamas\">Bahamas<\/option>\n\t\t\t\t\t<option value=\"BH\" label=\"Bahrain\">Bahrain<\/option>\n\t\t\t\t\t<option value=\"BD\" label=\"Bangladesh\">Bangladesh<\/option>\n\t\t\t\t\t<option value=\"BB\" label=\"Barbados\">Barbados<\/option>\n\t\t\t\t\t<option value=\"BY\" label=\"Belarus\">Belarus<\/option>\n\t\t\t\t\t<option value=\"BE\" label=\"Belgium\">Belgium<\/option>\n\t\t\t\t\t<option value=\"BZ\" label=\"Belize\">Belize<\/option>\n\t\t\t\t\t<option value=\"BJ\" label=\"Benin\">Benin<\/option>\n\t\t\t\t\t<option value=\"BM\" label=\"Bermuda\">Bermuda<\/option>\n\t\t\t\t\t<option value=\"BT\" label=\"Bhutan\">Bhutan<\/option>\n\t\t\t\t\t<option value=\"BO\" label=\"Bolivia\">Bolivia<\/option>\n\t\t\t\t\t<option value=\"BA\" label=\"Bosnia &amp; Herzegovina\">Bosnia &amp; Herzegovina<\/option>\n\t\t\t\t\t<option value=\"BW\" label=\"Botswana\">Botswana<\/option>\n\t\t\t\t\t<option value=\"BV\" label=\"Bouvet Island\">Bouvet Island<\/option>\n\t\t\t\t\t<option value=\"BR\" label=\"Brazil\">Brazil<\/option>\n\t\t\t\t\t<option value=\"IO\" label=\"British Indian Ocean Territory\">British Indian Ocean Territory<\/option>\n\t\t\t\t\t<option value=\"VG\" label=\"British Virgin Islands\">British Virgin Islands<\/option>\n\t\t\t\t\t<option value=\"BN\" label=\"Brunei\">Brunei<\/option>\n\t\t\t\t\t<option value=\"BG\" label=\"Bulgaria\">Bulgaria<\/option>\n\t\t\t\t\t<option value=\"BF\" label=\"Burkina Faso\">Burkina Faso<\/option>\n\t\t\t\t\t<option value=\"BI\" label=\"Burundi\">Burundi<\/option>\n\t\t\t\t\t<option value=\"KH\" label=\"Cambodia\">Cambodia<\/option>\n\t\t\t\t\t<option value=\"CM\" label=\"Cameroon\">Cameroon<\/option>\n\t\t\t\t\t<option value=\"CA\" label=\"Canada\">Canada<\/option>\n\t\t\t\t\t<option value=\"CV\" label=\"Cape Verde\">Cape Verde<\/option>\n\t\t\t\t\t<option value=\"BQ\" label=\"Caribbean Netherlands\">Caribbean Netherlands<\/option>\n\t\t\t\t\t<option value=\"KY\" label=\"Cayman Islands\">Cayman Islands<\/option>\n\t\t\t\t\t<option value=\"CF\" label=\"Central African Republic\">Central African Republic<\/option>\n\t\t\t\t\t<option value=\"TD\" label=\"Chad\">Chad<\/option>\n\t\t\t\t\t<option value=\"CL\" label=\"Chile\">Chile<\/option>\n\t\t\t\t\t<option value=\"CN\" label=\"China\">China<\/option>\n\t\t\t\t\t<option value=\"CX\" label=\"Christmas Island\">Christmas Island<\/option>\n\t\t\t\t\t<option value=\"CC\" label=\"Cocos (Keeling) Islands\">Cocos (Keeling) Islands<\/option>\n\t\t\t\t\t<option value=\"CO\" label=\"Colombia\">Colombia<\/option>\n\t\t\t\t\t<option value=\"KM\" label=\"Comoros\">Comoros<\/option>\n\t\t\t\t\t<option value=\"CG\" label=\"Congo - Brazzaville\">Congo &#8211; Brazzaville<\/option>\n\t\t\t\t\t<option value=\"CD\" label=\"Congo - Kinshasa\">Congo &#8211; Kinshasa<\/option>\n\t\t\t\t\t<option value=\"CK\" label=\"Cook Islands\">Cook Islands<\/option>\n\t\t\t\t\t<option value=\"CR\" label=\"Costa Rica\">Costa Rica<\/option>\n\t\t\t\t\t<option value=\"HR\" label=\"Croatia\">Croatia<\/option>\n\t\t\t\t\t<option value=\"CW\" label=\"Cura\u00e7ao\">Cura\u00e7ao<\/option>\n\t\t\t\t\t<option value=\"CY\" label=\"Cyprus\">Cyprus<\/option>\n\t\t\t\t\t<option value=\"CZ\" label=\"Czechia\">Czechia<\/option>\n\t\t\t\t\t<option value=\"CI\" label=\"C\u00f4te d\u2019Ivoire\">C\u00f4te d\u2019Ivoire<\/option>\n\t\t\t\t\t<option value=\"DK\" label=\"Denmark\">Denmark<\/option>\n\t\t\t\t\t<option value=\"DJ\" label=\"Djibouti\">Djibouti<\/option>\n\t\t\t\t\t<option value=\"DM\" label=\"Dominica\">Dominica<\/option>\n\t\t\t\t\t<option value=\"DO\" label=\"Dominican Republic\">Dominican Republic<\/option>\n\t\t\t\t\t<option value=\"EC\" label=\"Ecuador\">Ecuador<\/option>\n\t\t\t\t\t<option value=\"EG\" label=\"Egypt\">Egypt<\/option>\n\t\t\t\t\t<option value=\"SV\" label=\"El Salvador\">El Salvador<\/option>\n\t\t\t\t\t<option value=\"GQ\" label=\"Equatorial Guinea\">Equatorial Guinea<\/option>\n\t\t\t\t\t<option value=\"ER\" label=\"Eritrea\">Eritrea<\/option>\n\t\t\t\t\t<option value=\"EE\" label=\"Estonia\">Estonia<\/option>\n\t\t\t\t\t<option value=\"SZ\" label=\"Eswatini\">Eswatini<\/option>\n\t\t\t\t\t<option value=\"ET\" label=\"Ethiopia\">Ethiopia<\/option>\n\t\t\t\t\t<option value=\"FK\" label=\"Falkland Islands\">Falkland Islands<\/option>\n\t\t\t\t\t<option value=\"FO\" label=\"Faroe Islands\">Faroe Islands<\/option>\n\t\t\t\t\t<option value=\"FJ\" label=\"Fiji\">Fiji<\/option>\n\t\t\t\t\t<option value=\"FI\" label=\"Finland\">Finland<\/option>\n\t\t\t\t\t<option value=\"FR\" label=\"France\">France<\/option>\n\t\t\t\t\t<option value=\"GF\" label=\"French Guiana\">French Guiana<\/option>\n\t\t\t\t\t<option value=\"PF\" label=\"French Polynesia\">French Polynesia<\/option>\n\t\t\t\t\t<option value=\"TF\" label=\"French Southern Territories\">French Southern Territories<\/option>\n\t\t\t\t\t<option value=\"GA\" label=\"Gabon\">Gabon<\/option>\n\t\t\t\t\t<option value=\"GM\" label=\"Gambia\">Gambia<\/option>\n\t\t\t\t\t<option value=\"GE\" label=\"Georgia\">Georgia<\/option>\n\t\t\t\t\t<option value=\"DE\" label=\"Germany\">Germany<\/option>\n\t\t\t\t\t<option value=\"GH\" label=\"Ghana\">Ghana<\/option>\n\t\t\t\t\t<option value=\"GI\" label=\"Gibraltar\">Gibraltar<\/option>\n\t\t\t\t\t<option value=\"GR\" label=\"Greece\">Greece<\/option>\n\t\t\t\t\t<option value=\"GL\" label=\"Greenland\">Greenland<\/option>\n\t\t\t\t\t<option value=\"GD\" label=\"Grenada\">Grenada<\/option>\n\t\t\t\t\t<option value=\"GP\" label=\"Guadeloupe\">Guadeloupe<\/option>\n\t\t\t\t\t<option value=\"GU\" label=\"Guam\">Guam<\/option>\n\t\t\t\t\t<option value=\"GT\" label=\"Guatemala\">Guatemala<\/option>\n\t\t\t\t\t<option value=\"GN\" label=\"Guinea\">Guinea<\/option>\n\t\t\t\t\t<option value=\"GW\" label=\"Guinea-Bissau\">Guinea-Bissau<\/option>\n\t\t\t\t\t<option value=\"GY\" label=\"Guyana\">Guyana<\/option>\n\t\t\t\t\t<option value=\"HT\" label=\"Haiti\">Haiti<\/option>\n\t\t\t\t\t<option value=\"HM\" label=\"Heard &amp; McDonald Islands\">Heard &amp; McDonald Islands<\/option>\n\t\t\t\t\t<option value=\"HN\" label=\"Honduras\">Honduras<\/option>\n\t\t\t\t\t<option value=\"HK\" label=\"Hong Kong SAR China\">Hong Kong SAR China<\/option>\n\t\t\t\t\t<option value=\"HU\" label=\"Hungary\">Hungary<\/option>\n\t\t\t\t\t<option value=\"IS\" label=\"Iceland\">Iceland<\/option>\n\t\t\t\t\t<option value=\"IN\" label=\"India\">India<\/option>\n\t\t\t\t\t<option value=\"ID\" label=\"Indonesia\">Indonesia<\/option>\n\t\t\t\t\t<option value=\"IE\" label=\"Ireland\">Ireland<\/option>\n\t\t\t\t\t<option value=\"IL\" label=\"Israel\">Israel<\/option>\n\t\t\t\t\t<option value=\"IT\" label=\"Italy\">Italy<\/option>\n\t\t\t\t\t<option value=\"JM\" label=\"Jamaica\">Jamaica<\/option>\n\t\t\t\t\t<option value=\"JP\" label=\"Japan\">Japan<\/option>\n\t\t\t\t\t<option value=\"JO\" label=\"Jordan\">Jordan<\/option>\n\t\t\t\t\t<option value=\"KZ\" label=\"Kazakhstan\">Kazakhstan<\/option>\n\t\t\t\t\t<option value=\"KE\" label=\"Kenya\">Kenya<\/option>\n\t\t\t\t\t<option value=\"KI\" label=\"Kiribati\">Kiribati<\/option>\n\t\t\t\t\t<option value=\"KW\" label=\"Kuwait\">Kuwait<\/option>\n\t\t\t\t\t<option value=\"KG\" label=\"Kyrgyzstan\">Kyrgyzstan<\/option>\n\t\t\t\t\t<option value=\"LA\" label=\"Laos\">Laos<\/option>\n\t\t\t\t\t<option value=\"LV\" label=\"Latvia\">Latvia<\/option>\n\t\t\t\t\t<option value=\"LB\" label=\"Lebanon\">Lebanon<\/option>\n\t\t\t\t\t<option value=\"LS\" label=\"Lesotho\">Lesotho<\/option>\n\t\t\t\t\t<option value=\"LR\" label=\"Liberia\">Liberia<\/option>\n\t\t\t\t\t<option value=\"LI\" label=\"Liechtenstein\">Liechtenstein<\/option>\n\t\t\t\t\t<option value=\"LT\" label=\"Lithuania\">Lithuania<\/option>\n\t\t\t\t\t<option value=\"LU\" label=\"Luxembourg\">Luxembourg<\/option>\n\t\t\t\t\t<option value=\"MO\" label=\"Macao SAR China\">Macao SAR China<\/option>\n\t\t\t\t\t<option value=\"MG\" label=\"Madagascar\">Madagascar<\/option>\n\t\t\t\t\t<option value=\"MW\" label=\"Malawi\">Malawi<\/option>\n\t\t\t\t\t<option value=\"MY\" label=\"Malaysia\">Malaysia<\/option>\n\t\t\t\t\t<option value=\"MV\" label=\"Maldives\">Maldives<\/option>\n\t\t\t\t\t<option value=\"ML\" label=\"Mali\">Mali<\/option>\n\t\t\t\t\t<option value=\"MT\" label=\"Malta\">Malta<\/option>\n\t\t\t\t\t<option value=\"MH\" label=\"Marshall Islands\">Marshall Islands<\/option>\n\t\t\t\t\t<option value=\"MQ\" label=\"Martinique\">Martinique<\/option>\n\t\t\t\t\t<option value=\"MR\" label=\"Mauritania\">Mauritania<\/option>\n\t\t\t\t\t<option value=\"MU\" label=\"Mauritius\">Mauritius<\/option>\n\t\t\t\t\t<option value=\"YT\" label=\"Mayotte\">Mayotte<\/option>\n\t\t\t\t\t<option value=\"MX\" label=\"Mexico\">Mexico<\/option>\n\t\t\t\t\t<option value=\"FM\" label=\"Micronesia\">Micronesia<\/option>\n\t\t\t\t\t<option value=\"MD\" label=\"Moldova\">Moldova<\/option>\n\t\t\t\t\t<option value=\"MC\" label=\"Monaco\">Monaco<\/option>\n\t\t\t\t\t<option value=\"MN\" label=\"Mongolia\">Mongolia<\/option>\n\t\t\t\t\t<option value=\"MS\" label=\"Montserrat\">Montserrat<\/option>\n\t\t\t\t\t<option value=\"MA\" label=\"Morocco\">Morocco<\/option>\n\t\t\t\t\t<option value=\"MZ\" label=\"Mozambique\">Mozambique<\/option>\n\t\t\t\t\t<option value=\"MM\" label=\"Myanmar (Burma)\">Myanmar (Burma)<\/option>\n\t\t\t\t\t<option value=\"NA\" label=\"Namibia\">Namibia<\/option>\n\t\t\t\t\t<option value=\"NR\" label=\"Nauru\">Nauru<\/option>\n\t\t\t\t\t<option value=\"NP\" label=\"Nepal\">Nepal<\/option>\n\t\t\t\t\t<option value=\"NL\" label=\"Netherlands\">Netherlands<\/option>\n\t\t\t\t\t<option value=\"NC\" label=\"New Caledonia\">New Caledonia<\/option>\n\t\t\t\t\t<option value=\"NZ\" label=\"New Zealand\">New Zealand<\/option>\n\t\t\t\t\t<option value=\"NI\" label=\"Nicaragua\">Nicaragua<\/option>\n\t\t\t\t\t<option value=\"NE\" label=\"Niger\">Niger<\/option>\n\t\t\t\t\t<option value=\"NG\" label=\"Nigeria\">Nigeria<\/option>\n\t\t\t\t\t<option value=\"NU\" label=\"Niue\">Niue<\/option>\n\t\t\t\t\t<option value=\"NF\" label=\"Norfolk Island\">Norfolk Island<\/option>\n\t\t\t\t\t<option value=\"MK\" label=\"North Macedonia\">North Macedonia<\/option>\n\t\t\t\t\t<option value=\"MP\" label=\"Northern Mariana Islands\">Northern Mariana Islands<\/option>\n\t\t\t\t\t<option value=\"NO\" label=\"Norway\">Norway<\/option>\n\t\t\t\t\t<option value=\"OM\" label=\"Oman\">Oman<\/option>\n\t\t\t\t\t<option value=\"PK\" label=\"Pakistan\">Pakistan<\/option>\n\t\t\t\t\t<option value=\"PW\" label=\"Palau\">Palau<\/option>\n\t\t\t\t\t<option value=\"PA\" label=\"Panama\">Panama<\/option>\n\t\t\t\t\t<option value=\"PG\" label=\"Papua New Guinea\">Papua New Guinea<\/option>\n\t\t\t\t\t<option value=\"PY\" label=\"Paraguay\">Paraguay<\/option>\n\t\t\t\t\t<option value=\"PE\" label=\"Peru\">Peru<\/option>\n\t\t\t\t\t<option value=\"PH\" label=\"Philippines\">Philippines<\/option>\n\t\t\t\t\t<option value=\"PN\" label=\"Pitcairn Islands\">Pitcairn Islands<\/option>\n\t\t\t\t\t<option value=\"PL\" label=\"Poland\">Poland<\/option>\n\t\t\t\t\t<option value=\"PT\" label=\"Portugal\">Portugal<\/option>\n\t\t\t\t\t<option value=\"PR\" label=\"Puerto Rico\">Puerto Rico<\/option>\n\t\t\t\t\t<option value=\"QA\" label=\"Qatar\">Qatar<\/option>\n\t\t\t\t\t<option value=\"RO\" label=\"Romania\">Romania<\/option>\n\t\t\t\t\t<option value=\"RU\" label=\"Russia\">Russia<\/option>\n\t\t\t\t\t<option value=\"RW\" label=\"Rwanda\">Rwanda<\/option>\n\t\t\t\t\t<option value=\"RE\" label=\"R\u00e9union\">R\u00e9union<\/option>\n\t\t\t\t\t<option value=\"WS\" label=\"Samoa\">Samoa<\/option>\n\t\t\t\t\t<option value=\"SM\" label=\"San Marino\">San Marino<\/option>\n\t\t\t\t\t<option value=\"SA\" label=\"Saudi Arabia\">Saudi Arabia<\/option>\n\t\t\t\t\t<option value=\"SN\" label=\"Senegal\">Senegal<\/option>\n\t\t\t\t\t<option value=\"RS\" label=\"Serbia\">Serbia<\/option>\n\t\t\t\t\t<option value=\"SC\" label=\"Seychelles\">Seychelles<\/option>\n\t\t\t\t\t<option value=\"SL\" label=\"Sierra Leone\">Sierra Leone<\/option>\n\t\t\t\t\t<option value=\"SG\" label=\"Singapore\">Singapore<\/option>\n\t\t\t\t\t<option value=\"SX\" label=\"Sint Maarten\">Sint Maarten<\/option>\n\t\t\t\t\t<option value=\"SK\" label=\"Slovakia\">Slovakia<\/option>\n\t\t\t\t\t<option value=\"SI\" label=\"Slovenia\">Slovenia<\/option>\n\t\t\t\t\t<option value=\"SB\" label=\"Solomon Islands\">Solomon Islands<\/option>\n\t\t\t\t\t<option value=\"SO\" label=\"Somalia\">Somalia<\/option>\n\t\t\t\t\t<option value=\"ZA\" label=\"South Africa\">South Africa<\/option>\n\t\t\t\t\t<option value=\"GS\" label=\"South Georgia &amp; South Sandwich Islands\">South Georgia &amp; South Sandwich Islands<\/option>\n\t\t\t\t\t<option value=\"KR\" label=\"South Korea\">South Korea<\/option>\n\t\t\t\t\t<option value=\"ES\" label=\"Spain\">Spain<\/option>\n\t\t\t\t\t<option value=\"LK\" label=\"Sri Lanka\">Sri Lanka<\/option>\n\t\t\t\t\t<option value=\"SH\" label=\"St. Helena\">St. Helena<\/option>\n\t\t\t\t\t<option value=\"KN\" label=\"St. Kitts &amp; Nevis\">St. Kitts &amp; Nevis<\/option>\n\t\t\t\t\t<option value=\"LC\" label=\"St. Lucia\">St. Lucia<\/option>\n\t\t\t\t\t<option value=\"PM\" label=\"St. Pierre &amp; Miquelon\">St. Pierre &amp; Miquelon<\/option>\n\t\t\t\t\t<option value=\"VC\" label=\"St. Vincent &amp; Grenadines\">St. Vincent &amp; Grenadines<\/option>\n\t\t\t\t\t<option value=\"SR\" label=\"Suriname\">Suriname<\/option>\n\t\t\t\t\t<option value=\"SJ\" label=\"Svalbard &amp; Jan Mayen\">Svalbard &amp; Jan Mayen<\/option>\n\t\t\t\t\t<option value=\"SE\" label=\"Sweden\">Sweden<\/option>\n\t\t\t\t\t<option value=\"CH\" label=\"Switzerland\">Switzerland<\/option>\n\t\t\t\t\t<option value=\"ST\" label=\"S\u00e3o Tom\u00e9 &amp; Pr\u00edncipe\">S\u00e3o Tom\u00e9 &amp; Pr\u00edncipe<\/option>\n\t\t\t\t\t<option value=\"TW\" label=\"Taiwan\">Taiwan<\/option>\n\t\t\t\t\t<option value=\"TJ\" label=\"Tajikistan\">Tajikistan<\/option>\n\t\t\t\t\t<option value=\"TZ\" label=\"Tanzania\">Tanzania<\/option>\n\t\t\t\t\t<option value=\"TH\" label=\"Thailand\">Thailand<\/option>\n\t\t\t\t\t<option value=\"TL\" label=\"Timor-Leste\">Timor-Leste<\/option>\n\t\t\t\t\t<option value=\"TG\" label=\"Togo\">Togo<\/option>\n\t\t\t\t\t<option value=\"TK\" label=\"Tokelau\">Tokelau<\/option>\n\t\t\t\t\t<option value=\"TO\" label=\"Tonga\">Tonga<\/option>\n\t\t\t\t\t<option value=\"TT\" label=\"Trinidad &amp; Tobago\">Trinidad &amp; Tobago<\/option>\n\t\t\t\t\t<option value=\"TN\" label=\"Tunisia\">Tunisia<\/option>\n\t\t\t\t\t<option value=\"TR\" label=\"Turkey\">Turkey<\/option>\n\t\t\t\t\t<option value=\"TM\" label=\"Turkmenistan\">Turkmenistan<\/option>\n\t\t\t\t\t<option value=\"TC\" label=\"Turks &amp; Caicos Islands\">Turks &amp; Caicos Islands<\/option>\n\t\t\t\t\t<option value=\"TV\" label=\"Tuvalu\">Tuvalu<\/option>\n\t\t\t\t\t<option value=\"UM\" label=\"U.S. Outlying Islands\">U.S. Outlying Islands<\/option>\n\t\t\t\t\t<option value=\"VI\" label=\"U.S. Virgin Islands\">U.S. Virgin Islands<\/option>\n\t\t\t\t\t<option value=\"UG\" label=\"Uganda\">Uganda<\/option>\n\t\t\t\t\t<option value=\"UA\" label=\"Ukraine\">Ukraine<\/option>\n\t\t\t\t\t<option value=\"AE\" label=\"United Arab Emirates\">United Arab Emirates<\/option>\n\t\t\t\t\t<option value=\"GB\" label=\"United Kingdom\">United Kingdom<\/option>\n\t\t\t\t\t<option value=\"US\" label=\"United States\">United States<\/option>\n\t\t\t\t\t<option value=\"UY\" label=\"Uruguay\">Uruguay<\/option>\n\t\t\t\t\t<option value=\"UZ\" label=\"Uzbekistan\">Uzbekistan<\/option>\n\t\t\t\t\t<option value=\"VU\" label=\"Vanuatu\">Vanuatu<\/option>\n\t\t\t\t\t<option value=\"VA\" label=\"Vatican City\">Vatican City<\/option>\n\t\t\t\t\t<option value=\"VE\" label=\"Venezuela\">Venezuela<\/option>\n\t\t\t\t\t<option value=\"VN\" label=\"Vietnam\">Vietnam<\/option>\n\t\t\t\t\t<option value=\"WF\" label=\"Wallis &amp; Futuna\">Wallis &amp; Futuna<\/option>\n\t\t\t\t\t<option value=\"EH\" label=\"Western Sahara\">Western Sahara<\/option>\n\t\t\t\t\t<option value=\"YE\" label=\"Yemen\">Yemen<\/option>\n\t\t\t\t\t<option value=\"ZM\" label=\"Zambia\">Zambia<\/option>\n\t\t\t\t\t<option value=\"ZW\" label=\"Zimbabwe\">Zimbabwe<\/option>\n\t\t\t<\/select>\n\t<label for=\"CompanyCountry-1\" class=\"screen-reader-only\">Select your Country<\/label>\n\t<span class=\"error-msg body-fine\" id=\"CompanyCountry-errMsg-1\" aria-live=\"assertive\">Select your Country<\/span>\n<\/div>\n\n<div id=\"field-company-state-jp\" class=\"field-company-state field field--grow\">\n\t<select class=\"select-company-state-jp subscribe__field-info\" data-error-id=\"CompanyStateJP-errMsg-1\" id=\"CompanyStateJP-1\" name=\"CompanyState\" aria-required=\"false\" aria-describedby=\"CompanyCountryJP-errMsg\" autocomplete=\"address-level1\" required disabled=\"disabled\">\n\t\t<option selected=\"\" value=\"\">State\/province<\/option>\n\t\t\t\t\t<option value=\"Hokkaido\" label=\"\u5317\u6d77\u9053 - Hokkaido\">\u5317\u6d77\u9053 &#8211; Hokkaido<\/option>\n\t\t\t\t\t<option value=\"Aomori\" label=\"\u9752\u68ee\u770c - Aomori\">\u9752\u68ee\u770c &#8211; Aomori<\/option>\n\t\t\t\t\t<option value=\"Iwate\" label=\"\u5ca9\u624b\u770c - Iwate\">\u5ca9\u624b\u770c &#8211; Iwate<\/option>\n\t\t\t\t\t<option value=\"Miyagi\" label=\"\u5bae\u57ce\u770c - Miyagi\">\u5bae\u57ce\u770c &#8211; Miyagi<\/option>\n\t\t\t\t\t<option value=\"Akita\" label=\"\u79cb\u7530\u770c - Akita\">\u79cb\u7530\u770c &#8211; Akita<\/option>\n\t\t\t\t\t<option value=\"Yamagata\" label=\"\u5c71\u5f62\u770c - Yamagata\">\u5c71\u5f62\u770c &#8211; Yamagata<\/option>\n\t\t\t\t\t<option value=\"Fukushima\" label=\"\u798f\u5cf6\u770c - Fukushima\">\u798f\u5cf6\u770c &#8211; Fukushima<\/option>\n\t\t\t\t\t<option value=\"Ibaraki\" label=\"\u8328\u57ce\u770c - Ibaraki\">\u8328\u57ce\u770c &#8211; Ibaraki<\/option>\n\t\t\t\t\t<option value=\"Tochigi\" label=\"\u6803\u6728\u770c - Tochigi\">\u6803\u6728\u770c &#8211; Tochigi<\/option>\n\t\t\t\t\t<option value=\"Gunma\" label=\"\u7fa4\u99ac\u770c - Gunma\">\u7fa4\u99ac\u770c &#8211; Gunma<\/option>\n\t\t\t\t\t<option value=\"Saitama\" label=\"\u57fc\u7389\u770c - Saitama\">\u57fc\u7389\u770c &#8211; Saitama<\/option>\n\t\t\t\t\t<option value=\"Chiba\" label=\"\u5343\u8449\u770c - Chiba\">\u5343\u8449\u770c &#8211; Chiba<\/option>\n\t\t\t\t\t<option value=\"Tokyo\" label=\"\u6771\u4eac\u90fd - Tokyo\">\u6771\u4eac\u90fd &#8211; Tokyo<\/option>\n\t\t\t\t\t<option value=\"Kanagawa\" label=\"\u795e\u5948\u5ddd\u770c - Kanagawa\">\u795e\u5948\u5ddd\u770c &#8211; Kanagawa<\/option>\n\t\t\t\t\t<option value=\"Niigata\" label=\"\u65b0\u6f5f\u770c - Niigata\">\u65b0\u6f5f\u770c &#8211; Niigata<\/option>\n\t\t\t\t\t<option value=\"Toyama\" label=\"\u5bcc\u5c71\u770c - Toyama\">\u5bcc\u5c71\u770c &#8211; Toyama<\/option>\n\t\t\t\t\t<option value=\"Ishikawa\" label=\"\u77f3\u5ddd\u770c - Ishikawa\">\u77f3\u5ddd\u770c &#8211; Ishikawa<\/option>\n\t\t\t\t\t<option value=\"Fukui\" label=\"\u798f\u4e95\u770c - Fukui\">\u798f\u4e95\u770c &#8211; Fukui<\/option>\n\t\t\t\t\t<option value=\"Yamanashi\" label=\"\u5c71\u68a8\u770c - Yamanashi\">\u5c71\u68a8\u770c &#8211; Yamanashi<\/option>\n\t\t\t\t\t<option value=\"Nagano\" label=\"\u9577\u91ce\u770c - Nagano\">\u9577\u91ce\u770c &#8211; Nagano<\/option>\n\t\t\t\t\t<option value=\"Gifu\" label=\"\u5c90\u961c\u770c - Gifu\">\u5c90\u961c\u770c &#8211; Gifu<\/option>\n\t\t\t\t\t<option value=\"Shizuoka\" label=\"\u9759\u5ca1\u770c - Shizuoka\">\u9759\u5ca1\u770c &#8211; Shizuoka<\/option>\n\t\t\t\t\t<option value=\"Aichi\" label=\"\u611b\u77e5\u770c - Aichi\">\u611b\u77e5\u770c &#8211; Aichi<\/option>\n\t\t\t\t\t<option value=\"Mie\" label=\"\u4e09\u91cd\u770c - Mie\">\u4e09\u91cd\u770c &#8211; Mie<\/option>\n\t\t\t\t\t<option value=\"Shiga\" label=\"\u6ecb\u8cc0\u770c - Shiga\">\u6ecb\u8cc0\u770c &#8211; Shiga<\/option>\n\t\t\t\t\t<option value=\"Kyoto\" label=\"\u4eac\u90fd\u5e9c - Kyoto\">\u4eac\u90fd\u5e9c &#8211; Kyoto<\/option>\n\t\t\t\t\t<option value=\"Osaka\" label=\"\u5927\u962a\u5e9c - Osaka\">\u5927\u962a\u5e9c &#8211; Osaka<\/option>\n\t\t\t\t\t<option value=\"Hyogo\" label=\"\u5175\u5eab\u770c - Hyogo\">\u5175\u5eab\u770c &#8211; Hyogo<\/option>\n\t\t\t\t\t<option value=\"Nara\" label=\"\u5948\u826f\u770c - Nara\">\u5948\u826f\u770c &#8211; Nara<\/option>\n\t\t\t\t\t<option value=\"Wakayama\" label=\"\u548c\u6b4c\u5c71\u770c - Wakayama\">\u548c\u6b4c\u5c71\u770c &#8211; Wakayama<\/option>\n\t\t\t\t\t<option value=\"Tottori\" label=\"\u9ce5\u53d6\u770c - Tottori\">\u9ce5\u53d6\u770c &#8211; Tottori<\/option>\n\t\t\t\t\t<option value=\"Shimane\" label=\"\u5cf6\u6839\u770c - Shimane\">\u5cf6\u6839\u770c &#8211; Shimane<\/option>\n\t\t\t\t\t<option value=\"Okayama\" label=\"\u5ca1\u5c71\u770c - Okayama\">\u5ca1\u5c71\u770c &#8211; Okayama<\/option>\n\t\t\t\t\t<option value=\"Hiroshima\" label=\"\u5e83\u5cf6\u770c - Hiroshima\">\u5e83\u5cf6\u770c &#8211; Hiroshima<\/option>\n\t\t\t\t\t<option value=\"Yamaguchi\" label=\"\u5c71\u53e3\u770c - Yamaguchi\">\u5c71\u53e3\u770c &#8211; Yamaguchi<\/option>\n\t\t\t\t\t<option value=\"Tokushima\" label=\"\u5fb3\u5cf6\u770c - Tokushima\">\u5fb3\u5cf6\u770c &#8211; Tokushima<\/option>\n\t\t\t\t\t<option value=\"Kagawa\" label=\"\u9999\u5ddd\u770c - Kagawa\">\u9999\u5ddd\u770c &#8211; Kagawa<\/option>\n\t\t\t\t\t<option value=\"Ehime\" label=\"\u611b\u5a9b\u770c - Ehime\">\u611b\u5a9b\u770c &#8211; Ehime<\/option>\n\t\t\t\t\t<option value=\"Kochi\" label=\"\u9ad8\u77e5\u770c - Kochi\">\u9ad8\u77e5\u770c &#8211; Kochi<\/option>\n\t\t\t\t\t<option value=\"Fukuoka\" label=\"\u798f\u5ca1\u770c - Fukuoka\">\u798f\u5ca1\u770c &#8211; Fukuoka<\/option>\n\t\t\t\t\t<option value=\"Saga\" label=\"\u4f50\u8cc0\u770c - Saga\">\u4f50\u8cc0\u770c &#8211; Saga<\/option>\n\t\t\t\t\t<option value=\"Nagasaki\" label=\"\u9577\u5d0e\u770c - Nagasaki\">\u9577\u5d0e\u770c &#8211; Nagasaki<\/option>\n\t\t\t\t\t<option value=\"Kumamoto\" label=\"\u718a\u672c\u770c - Kumamoto\">\u718a\u672c\u770c &#8211; Kumamoto<\/option>\n\t\t\t\t\t<option value=\"Oita\" label=\"\u5927\u5206\u770c - Oita\">\u5927\u5206\u770c &#8211; Oita<\/option>\n\t\t\t\t\t<option value=\"Miyazaki\" label=\"\u5bae\u5d0e\u770c - Miyazaki\">\u5bae\u5d0e\u770c &#8211; Miyazaki<\/option>\n\t\t\t\t\t<option value=\"Kagoshima\" label=\"\u9e7f\u5150\u5cf6\u770c - Kagoshima\">\u9e7f\u5150\u5cf6\u770c &#8211; Kagoshima<\/option>\n\t\t\t\t\t<option value=\"Okinawa\" label=\"\u6c96\u7e04\u770c - Okinawa\">\u6c96\u7e04\u770c &#8211; Okinawa<\/option>\n\t\t\t<\/select>\n\t<label for=\"CompanyStateJP-1\" class=\"screen-reader-only\">Select a state\/province<\/label>\n\t<span class=\"error-msg body-fine\" id=\"CompanyStateJP-errMsg-1\" aria-live=\"assertive\">Select a state\/province<\/span>\n<\/div>\n\n<div id=\"field-company-state-ca\" class=\"field-company-state field field--grow\">\n\t<select class=\"select-company-state-ca subscribe__field-info\" data-error-id=\"CompanyStateCA-errMsg-1\" id=\"CompanyStateCA-1\" name=\"CompanyState\" aria-required=\"false\" aria-describedby=\"CompanyCountryCA-errMsg\" autocomplete=\"address-level1\" required disabled=\"disabled\">\n\t\t<option selected=\"\" value=\"\">State\/province<\/option>\n\t\t\t\t\t<option value=\"AB\" label=\"Alberta\">Alberta<\/option>\n\t\t\t\t\t<option value=\"BC\" label=\"British Columbia\">British Columbia<\/option>\n\t\t\t\t\t<option value=\"MB\" label=\"Manitoba\">Manitoba<\/option>\n\t\t\t\t\t<option value=\"NB\" label=\"New Brunswick\">New Brunswick<\/option>\n\t\t\t\t\t<option value=\"NL\" label=\"Newfoundland\">Newfoundland<\/option>\n\t\t\t\t\t<option value=\"NT\" label=\"Northwest Territories\">Northwest Territories<\/option>\n\t\t\t\t\t<option value=\"NS\" label=\"Nova Scotia\">Nova Scotia<\/option>\n\t\t\t\t\t<option value=\"NU\" label=\"Nunavut\">Nunavut<\/option>\n\t\t\t\t\t<option value=\"ON\" label=\"Ontario\">Ontario<\/option>\n\t\t\t\t\t<option value=\"PE\" label=\"Prince Edward Island\">Prince Edward Island<\/option>\n\t\t\t\t\t<option value=\"QC\" label=\"Quebec\">Quebec<\/option>\n\t\t\t\t\t<option value=\"SK\" label=\"Saskatchewan\">Saskatchewan<\/option>\n\t\t\t\t\t<option value=\"YT\" label=\"Yukon\">Yukon<\/option>\n\t\t\t<\/select>\n\t<label for=\"CompanyStateCA-1\" class=\"screen-reader-only\">Select a state\/province<\/label>\n\t<span class=\"error-msg body-fine\" id=\"CompanyStateCA-errMsg-1\" aria-live=\"assertive\">Select a state\/province<\/span>\n<\/div>\n\n<div id=\"field-company-state-usa\" class=\"field-company-state field field--grow\">\n\t<select class=\"select-company-state-usa subscribe__field-info\" data-error-id=\"CompanyStateUSA-errMsg-1\" id=\"CompanyStateUSA-1\" name=\"CompanyState\" aria-required=\"false\" aria-describedby=\"CompanyCountryUSA-errMsg\" autocomplete=\"address-level1\" required disabled=\"disabled\">\n\t\t<option selected=\"\" value=\"\">State\/province<\/option>\n\t\t\t\t\t<option value=\"AL\" label=\"Alabama\">Alabama<\/option>\n\t\t\t\t\t<option value=\"AK\" label=\"Alaska\">Alaska<\/option>\n\t\t\t\t\t<option value=\"AZ\" label=\"Arizona\">Arizona<\/option>\n\t\t\t\t\t<option value=\"AR\" label=\"Arkansas\">Arkansas<\/option>\n\t\t\t\t\t<option value=\"CA\" label=\"California\">California<\/option>\n\t\t\t\t\t<option value=\"CO\" label=\"Colorado\">Colorado<\/option>\n\t\t\t\t\t<option value=\"CT\" label=\"Connecticut\">Connecticut<\/option>\n\t\t\t\t\t<option value=\"DE\" label=\"Delaware\">Delaware<\/option>\n\t\t\t\t\t<option value=\"DC\" label=\"District of Columbia\">District of Columbia<\/option>\n\t\t\t\t\t<option value=\"FL\" label=\"Florida\">Florida<\/option>\n\t\t\t\t\t<option value=\"GA\" label=\"Georgia\">Georgia<\/option>\n\t\t\t\t\t<option value=\"HI\" label=\"Hawaii\">Hawaii<\/option>\n\t\t\t\t\t<option value=\"ID\" label=\"Idaho\">Idaho<\/option>\n\t\t\t\t\t<option value=\"IL\" label=\"Illinois\">Illinois<\/option>\n\t\t\t\t\t<option value=\"IN\" label=\"Indiana\">Indiana<\/option>\n\t\t\t\t\t<option value=\"IA\" label=\"Iowa\">Iowa<\/option>\n\t\t\t\t\t<option value=\"KS\" label=\"Kansas\">Kansas<\/option>\n\t\t\t\t\t<option value=\"KY\" label=\"Kentucky\">Kentucky<\/option>\n\t\t\t\t\t<option value=\"LA\" label=\"Louisiana\">Louisiana<\/option>\n\t\t\t\t\t<option value=\"ME\" label=\"Maine\">Maine<\/option>\n\t\t\t\t\t<option value=\"MD\" label=\"Maryland\">Maryland<\/option>\n\t\t\t\t\t<option value=\"MA\" label=\"Massachusetts\">Massachusetts<\/option>\n\t\t\t\t\t<option value=\"MI\" label=\"Michigan\">Michigan<\/option>\n\t\t\t\t\t<option value=\"MN\" label=\"Minnesota\">Minnesota<\/option>\n\t\t\t\t\t<option value=\"MS\" label=\"Mississippi\">Mississippi<\/option>\n\t\t\t\t\t<option value=\"MO\" label=\"Missouri\">Missouri<\/option>\n\t\t\t\t\t<option value=\"MT\" label=\"Montana\">Montana<\/option>\n\t\t\t\t\t<option value=\"NE\" label=\"Nebraska\">Nebraska<\/option>\n\t\t\t\t\t<option value=\"NV\" label=\"Nevada\">Nevada<\/option>\n\t\t\t\t\t<option value=\"NH\" label=\"New Hampshire\">New Hampshire<\/option>\n\t\t\t\t\t<option value=\"NJ\" label=\"New Jersey\">New Jersey<\/option>\n\t\t\t\t\t<option value=\"NM\" label=\"New Mexico\">New Mexico<\/option>\n\t\t\t\t\t<option value=\"NY\" label=\"New York\">New York<\/option>\n\t\t\t\t\t<option value=\"NC\" label=\"North Carolina\">North Carolina<\/option>\n\t\t\t\t\t<option value=\"ND\" label=\"North Dakota\">North Dakota<\/option>\n\t\t\t\t\t<option value=\"OH\" label=\"Ohio\">Ohio<\/option>\n\t\t\t\t\t<option value=\"OK\" label=\"Oklahoma\">Oklahoma<\/option>\n\t\t\t\t\t<option value=\"OR\" label=\"Oregon\">Oregon<\/option>\n\t\t\t\t\t<option value=\"PA\" label=\"Pennsylvania\">Pennsylvania<\/option>\n\t\t\t\t\t<option value=\"RI\" label=\"Rhode Island\">Rhode Island<\/option>\n\t\t\t\t\t<option value=\"SC\" label=\"South Carolina\">South Carolina<\/option>\n\t\t\t\t\t<option value=\"SD\" label=\"South Dakota\">South Dakota<\/option>\n\t\t\t\t\t<option value=\"TN\" label=\"Tennessee\">Tennessee<\/option>\n\t\t\t\t\t<option value=\"TX\" label=\"Texas\">Texas<\/option>\n\t\t\t\t\t<option value=\"UT\" label=\"Utah\">Utah<\/option>\n\t\t\t\t\t<option value=\"VT\" label=\"Vermont\">Vermont<\/option>\n\t\t\t\t\t<option value=\"VA\" label=\"Virginia\">Virginia<\/option>\n\t\t\t\t\t<option value=\"WA\" label=\"Washington\">Washington<\/option>\n\t\t\t\t\t<option value=\"WV\" label=\"West Virginia\">West Virginia<\/option>\n\t\t\t\t\t<option value=\"WI\" label=\"Wisconsin\">Wisconsin<\/option>\n\t\t\t\t\t<option value=\"WY\" label=\"Wyoming\">Wyoming<\/option>\n\t\t\t<\/select>\n\t<label for=\"CompanyStateUSA-1\" class=\"screen-reader-only\">Select a state\/province<\/label>\n\t<span class=\"error-msg body-fine\" id=\"CompanyStateUSA-errMsg-1\" aria-live=\"assertive\">Select a state\/province<\/span>\n<\/div>\n\t\t\t\t\t\n\t\t<div class=\"subscribe__privacy\" role=\"group\" aria-label=\"Privacy Statement Agreement\">\n\t\t\t\n<div class=\"privacy-text last is-slim\">\n\t\t\t<p class=\"body-fine\">\n\t\t\tWe value your privacy. To learn more, visit our <a href=\"https:\/\/www.salesforce.com\/company\/legal\/privacy\/\" target=\"_blank\">Privacy Statement<\/a>.\t\t<\/p>\n\t\t<\/div>\n\n\t\t<\/div>\n\n\t\t<div class=\"sf-form-group btn-container\">\n\t\t\t<button type=\"submit\" class=\"btn-submit\">Sign up now<\/button>\n\t\t<\/div>\n\t<\/form>\n\n\t\t\t<div class=\"sf-form-success-msg\">\n\t\t\t<p class=\"subscribe-success__title\" aria-live=\"assertive\">\n\t\t\t\tThank you for signing up! Stay tuned for your weekly lessons.\t\t\t<\/p>\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n<\/div>\n<\/div>\n\n\n\n<a href=\"#form\" style=\"background-color:#B29BFF;z-index:11;\" class=\"return-banner js-return-banner layout-salesblazer\" id=\"return-banner\">\n\t<div class=\"return-banner__container container\">\n\t\t\t\t\t<div class=\"return-banner__heading\" style=\"padding:1.5rem\">\n\t\t\t\t<p>No time to read? Get each chapter of this guide delivered to your inbox. 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