{"id":68813,"date":"2025-07-24T09:00:00","date_gmt":"2025-07-24T16:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?post_type=sf_chaptered_article&#038;p=68813"},"modified":"2026-02-18T10:29:55","modified_gmt":"2026-02-17T23:29:55","slug":"agentic-ai","status":"publish","type":"sf_chaptered_article","link":"https:\/\/www.salesforce.com\/au\/blog\/playbook\/agentic-ai\/","title":{"rendered":"Agentic AI Playbook"},"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 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 \">\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\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/hero_agentic_ai_playbook_5fec5a.webp\" sizes=\"100vw\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/hero_agentic_ai_playbook_5fec5a.webp 2956w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/hero_agentic_ai_playbook_5fec5a.webp?w=533&amp;h=500 533w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/hero_agentic_ai_playbook_5fec5a.webp?w=768&amp;h=720 768w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/hero_agentic_ai_playbook_5fec5a.webp?w=1536&amp;h=1440 1536w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/hero_agentic_ai_playbook_5fec5a.webp?w=2048&amp;h=1921 2048w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/hero_agentic_ai_playbook_5fec5a.webp?w=150&amp;h=141 150w\" alt=\"\" loading=\"lazy\" \/>\t\t\t\t\t<\/div>\n\t\t\t\t\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 - Agentic AI is creating a digital labour revolution\">\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\">Agentic AI is creating a digital labour revolution<\/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\tAct now to set your future in motion.\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 - Envision your AI-powered future\">\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\">Envision your AI-powered future<\/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\tAlign on a tangible agentic AI strategy.\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 - Prepare and inspire your people for the future\">\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\">Prepare and inspire your people for the future<\/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\tSet your employees up for human-AI agent collaboration.\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\tApply AI agents where they\u2019re needed most.\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 - Create business processes that &lt;em&gt;think&lt;\/em&gt;\">\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\">Create business processes that <em>think<\/em><\/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\tImplement automation and intelligent workflows that adapt.\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 - Elevate Teams With Humans and Agents Together\">\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\">Elevate Teams With Humans and Agents Together<\/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\tAchieve the dual dividend: empowered people, delighted customers.\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-7\" aria-label=\"Skip to Chapter 7 - Test, Tune and Iterate\">\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 7<\/p>\n\t\t\t\t\t<p class=\"wp-block-salesforce-blog-table-of-contents__title h3\">Test, Tune and Iterate<\/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\tMonitor performance and refine with real-world usage.\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-8\" aria-label=\"Skip to Chapter 8 - Measure value and impact\">\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 8<\/p>\n\t\t\t\t\t<p class=\"wp-block-salesforce-blog-table-of-contents__title h3\">Measure value and impact<\/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\tProve ROI and build trust and adoption.\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-9\" aria-label=\"Skip to Chapter 9 - What&#039;s next: Agent ecosystems, robotics and enterprise general intelligence (EGI)\">\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 9<\/p>\n\t\t\t\t\t<p class=\"wp-block-salesforce-blog-table-of-contents__title h3\">What&#8217;s next: Agent ecosystems, robotics and enterprise general intelligence (EGI)<\/p>\n\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 - Agentic AI is creating a digital labour revolution\">\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\">Agentic AI is creating a digital labour revolution<\/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 - Envision your AI-powered future\">\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\">Envision your AI-powered future<\/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 - Prepare and inspire your people for the future\">\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\">Prepare and inspire your people for the future<\/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 - Create business processes that &lt;em&gt;think&lt;\/em&gt;\">\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\">Create business processes that <em>think<\/em><\/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 - Elevate Teams With Humans and Agents Together\">\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\">Elevate Teams With Humans and Agents Together<\/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-7\" aria-label=\"Skip to Chapter 7 - Test, Tune and Iterate\">\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 7<\/p>\n\t\t\t\t\t\t<p class=\"chapter-sticky-nav__title\">Test, Tune and Iterate<\/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-8\" aria-label=\"Skip to Chapter 8 - Measure value and impact\">\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 8<\/p>\n\t\t\t\t\t\t<p class=\"chapter-sticky-nav__title\">Measure value and impact<\/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-9\" aria-label=\"Skip to Chapter 9 - What&#039;s next: Agent ecosystems, robotics and enterprise general intelligence (EGI)\">\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 9<\/p>\n\t\t\t\t\t\t<p class=\"chapter-sticky-nav__title\">What&#8217;s next: Agent ecosystems, robotics and enterprise general intelligence (EGI)<\/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 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\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Chapter_Header_clouds.webp); background-repeat: no-repeat; background-size: contain; display:block; max-height: 384px; max-width: 1024\"><\/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\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/butterfly_v2.webp); 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\">Agentic AI is creating a digital labour revolution<\/h2>\n\t\t\t<\/div>\n\n\t<\/div>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-act-now-to-set-your-future-in-motion\"><strong>Act now to set your future in motion<\/strong><\/h3>\n\n\n\n<h4 class=\"wp-block-heading agentic\" id=\"h-transform-ai-potential-into-business-reality-step-by-step\">Transform AI potential into business reality, step by step<\/h4>\n\n\n\n<p>Every business leader today faces the same impossible equation: Create exponential growth with static budgets and overextended teams. Beat competitors who move faster every year. And of course, exceed customer expectations that reset higher and higher every day.<\/p>\n\n\n\n<p>These mounting pressures demand a fundamentally new approach to work itself. Enter agentic AI \u2014 intelligent AI agents that don&#8217;t just follow scripts but reason, adapt and act on their own. These agents can handle the repetitive, time-consuming tasks that drain your teams while helping employees focus on higher-value work that promotes real innovation and job satisfaction.<\/p>\n\n\n\n<p>These advanced agents are central to the journey to becoming an agentic enterprise \u2014 where people and AI work together, achieving more than either could alone.<\/p>\n\n\n\n<p>While this promise of digital labour is exciting, the way forward often feels overwhelming. Where do you start? How do you avoid costly mistakes along the way? What does success actually look like?<\/p>\n\n\n\n<p><strong>We&#8217;ve been exactly where you are.<\/strong><\/p>\n\n\n\n<p>At Salesforce, our own agentic AI journey has been filled with experimentation, breakthroughs and hard-earned lessons learnt. But we&#8217;ve also guided thousands of customers, from innovative startups to Fortune 500 enterprises, through their own agentic enterprise evolutions. We&#8217;ve seen what works, what doesn&#8217;t and most importantly, the real benefits that come when human workers collaborate with AI agents on everything from sales support to marketing outreach to HR workflows. This guide distils those combined experiences into a practical roadmap that removes the guesswork from how to navigate the era of AI agents.<\/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 img-object-fit\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"What is an Agentic Enterprise and How to Become One\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/VGzWUgXp2Lc?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<span class=\"salesforce-blog-heading__eyebrow \">\u200e <\/span>\n<h3 class=\"wp-block-heading\" id=\"h-how-to-use-this-guide\"><strong>How to use this guide<\/strong><\/h3>\n\n\n\n<p>Read this playbook sequentially to learn our complete step-by-step roadmap or jump to the chapter that addresses your immediate needs. You\u2019ll find \u201cconsiderations for the agentic enterprise\u201d that include wins, pitfalls to avoid and no-holds-barred examples of Salesforce customers on their agentic AI journeys. At the end of each chapter, you\u2019ll also find downloadable activities for you to use with your team to put learning into practice.<br><\/p>\n\n\n\n<p>As shown below, the guide moves from crafting a vision and preparing people through tactical execution \u2014 use case selection, process transformation and data foundations \u2014 to realising the &#8220;dual dividend&#8221; of customer delight and employee success. The final chapter brings ideas and inspiration for how to prepare for a future of advanced agent environments, robotics and enterprise general intelligence (EGI).<\/p>\n\n\n\n<p><strong>The bottom line? Start now.<\/strong><\/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\">78% <\/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 respondents say their organisations use AI in at least one business function<\/p>\n\t\t\t<p class=\"wp-block-salesforce-blog-stats__description\">Source: McKinsey and Company<\/p>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n\n\n<p>Companies that hesitate or approach agentic AI haphazardly will miss opportunities and be left behind by competitors who move decisively. In a March 2025 survey by McKinsey, 78% of respondents said their organisations already use AI in at least one business function, up from 72% in early 2024 and 55% a year earlier. AI adoption is accelerating quickly year over year.<\/p>\n\n\n\n<p><strong>You&#8217;re much closer than you think to realising the benefits that AI agents will bring to your business and we&#8217;re here to help you to get there.<\/strong><\/p>\n\n\n\n<p><strong>Let&#8217;s begin.<\/strong><\/p>\n\n\n\n<div class=\"sf-infographic-html  alignfull wp-block-salesforce-blog-infographic-html\">\n\t\n\n<div class=\"infographic\" style=\"width: 50%; margin: 0 auto;\">\n    <div class=\"infographic-wrapper\">\n        <img decoding=\"async\" class=\"main-img\" src=\"https:\/\/www.salesforce.com\/blog\/wp-content\/uploads\/sites\/2\/2025\/07\/\nagentic-ai-playbook-infographic-background.svg\" \/>\n        <img decoding=\"async\" class=\"main-img-mobile\" src=\"https:\/\/www.salesforce.com\/blog\/wp-content\/uploads\/sites\/2\/2025\/07\/\nagentic-ai-playbook-infographic-background-mobile.svg\" \/>\n        <div class=\"section section-1\">\n            <div class=\"section-content\">\n                <div class=\"content-left\">\n                    <h2>The Journey To Becoming an Agentic Enterprise<\/h2>\n                    <p>Gain a competitive edge with digital labour. Implement AI agents and amplify human\n                        potential by following these steps:<\/p>\n                <\/div>\n                <div class=\"content-right\">\n                    <div id=\"animation-container-1\" class=\"animation-container\">\n                        <div id=\"animation-1\"><\/div>\n                        <div id=\"animation-2\" class=\"anim1\"><\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n        <div class=\"section section-2\">\n            <div class=\"content-left dark-bg\">\n                <h2>1. Vision<\/h2>\n                <h3>Envision your AI-powered future<\/h3>\n                <p>Build AI strategy around scaling capabilities, not reducing headcount. Think vision before technology.<\/p>\n            <\/div>\n            <div class=\"content-right\">\n                <div id=\"animation-container-2\" class=\"animation-container\">\n                    <div id=\"animation-3\"><\/div>\n                <\/div>\n                <div class=\"animation-magnify\">\n                    <div id=\"animation-11\"><\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n        <div class=\"section section-3\">\n            <div class=\"content-left\">\n                <div id=\"animation-container-3\" class=\"animation-container\">\n                    <div id=\"animation-4\"><\/div>\n                <\/div>\n            <\/div>\n            <div class=\"content-right light-bg\">\n                <h2>2. People<\/h2>\n                <h3>Prepare your people for change<\/h3>\n                <p>Remove blockers and set your employees up for human-AI agent collaboration.<\/p>\n            <\/div>\n        <\/div>\n        <div class=\"section section-4\">\n            <div class=\"content-left dark-bg\">\n                <h2>3. Use Case<\/h2>\n                <h3>Begin with the right use case<\/h3>\n                <p>Start small to scale fast. The right use case will ensure ROI and get you results quickly.<\/p>\n            <\/div>\n            <div class=\"content-right\">\n                <div id=\"animation-container-4\" class=\"animation-container\">\n                    <div id=\"animation-5\"><\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n        <div class=\"section section-5\">\n            <div class=\"content-left\">\n                <div id=\"animation-container-5\" class=\"animation-container\">\n                    <div id=\"animation-6\"><\/div>\n                <\/div>\n            <\/div>\n            <div class=\"content-right light-bg\">\n                <h2>4. Workflows<\/h2>\n                <h3>Create business processes that think<\/h3>\n                <p>Don&#8217;t script every step.<br>Focus intelligent workflows on desired outcomes and human handoff points.<\/p>\n            <\/div>\n        <\/div>\n        <div class=\"section section-6\">\n            <div class=\"content-left dark-bg\">\n                <h2>5. Data<\/h2>\n                <h3>Ground agents in trusted, reliable data<\/h3>\n                <p>Build a foundation of high-quality data that can support broader use cases than your first implementation.<\/p>\n            <\/div>\n            <div class=\"content-right\">\n                <div id=\"animation-container-6\" class=\"animation-container\">\n                     <div id=\"animation-7\"><\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n        <div class=\"section section-7\">\n            <div class=\"content-left\">\n                <div id=\"animation-container-7\" class=\"animation-container\">\n                    <div id=\"animation-8\"><\/div>\n                <\/div>\n            <\/div>\n            <div class=\"content-right light-bg\">\n                <h2>6. Results<\/h2>\n                <h3>Increase customer loyalty and human potential<\/h3>\n                <p>Technical accuracy alone isn&#8217;t enough \u2014 agents need emotional intelligence and a service mindset.<\/p>\n            <\/div>\n        <\/div>\n        <div class=\"section section-8\">\n            <div class=\"content-left dark-bg\">\n                <h2>7. Future<\/h2>\n                <h3>Look ahead to agent ecosystems, robotics and EGI<\/h3>\n                <p>Dream big and inspire teams for the ambitious AI-empowered innovation that lies ahead.<\/p>\n            <\/div>\n            <div class=\"content-right\">\n                <div id=\"animation-container-stars\" class=\"animation-container\">\n                    <div id=\"animation-stars\"><\/div>\n                <\/div>\n                <div class=\"laptop-container\">\n                    <img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/blog\/wp-content\/uploads\/sites\/2\/2025\/07\/\nagentic-ai-playbook-LappyToppy.svg\" alt=\"\">\n                <\/div>\n                <div class=\"robo-container\">\n                    <div class=\"robo\">\n                        <img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/blog\/wp-content\/uploads\/sites\/2\/2025\/07\/\nagentic-ai-playbook-robo-circle-1.svg\" alt=\"\">\n                    <\/div>\n                    <div class=\"robo\">\n                        <img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/blog\/wp-content\/uploads\/sites\/2\/2025\/07\/\nagentic-ai-playbook-robo-circle-2.svg\" alt=\"\">\n                    <\/div>\n                    <div class=\"robo\">\n                        <img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/blog\/wp-content\/uploads\/sites\/2\/2025\/07\/\nagentic-ai-playbook-robo-circle-3.svg\" alt=\"\">\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n        <div class=\"section section-9\">\n            <div class=\"content-left\">\n                <div id=\"animation-container-9\" class=\"animation-container\">\n                    <div id=\"animation-10\"><\/div>\n                <\/div>\n            <\/div>\n            <div class=\"content-right light-bg\">\n                <h2>Your journey starts here<\/h2>\n                <p>Our step-by-step guide shares how-to&#8217;s, pitfalls to avoid, inspiring stories and hands-on exercises. It&#8217;s all designed to help your company transform into an agentic enterprise. Get inspired, get ready and get started!<\/p>\n            <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n\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 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\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Chapter_Header_clouds.webp); background-repeat: no-repeat; background-size: contain; display:block; max-height: 384px; max-width: 1024\"><\/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\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/butterfly_v2.webp); 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\">Envision your AI-powered future<\/h2>\n\t\t\t<\/div>\n\n\t<\/div>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-align-on-a-tangible-agentic-ai-strategy\">Align on a tangible agentic AI strategy<\/h3>\n\n\n\n<p>Becoming an agentic enterprise can feel like standing at the base of Mount Everest with a backpack and a prayer. The summit looks impossibly far and you&#8217;re not even sure you have the right gear. But here&#8217;s the thing about successful climbers: They don&#8217;t focus on the peak first. They focus on understanding their capabilities, mapping their route and taking that crucial first step. When planned correctly, the success of that first step leads naturally to the next one and what once felt like an impossible summit becomes a series of achievable milestones.<br><br>So, before diving into the technical details of this playbook, it\u2019s important to understand what&#8217;s possible when AI agents become part of your organisation&#8217;s fabric. We\u2019re talking about intelligent AI agents that can take on tasks previously assigned to one employee or even a team of employees. These agents can analyse, decide and execute, all on their own and within the guardrails you\u2019ve established. Take a moment and ask yourself:<\/p>\n\n\n\n<p><strong>What if <\/strong>your marketing team could launch campaigns in days instead of months?<\/p>\n\n\n\n<p><strong>What if <\/strong>your customer service department resolved issues before customers even noticed?<\/p>\n\n\n\n<p><strong>What if <\/strong>your product development cycle accelerated by 70%?<\/p>\n\n\n\n<p><strong>And finally, what if <\/strong>you could reimagine your organisation&#8217;s future not through incremental improvements, but through an overall transformation of how work gets done? Through our work with dozens of organisations, we&#8217;ve uncovered key insights that can speed up your journey.<\/p>\n\n\n\n<div class=\"wp-block-columns roundcorners alignwide has-background is-layout-flex wp-container-core-columns-is-layout-9d6595d7 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 class=\"wp-block-heading\" id=\"h-how-we-did-it\">How we did it<\/h3>\n\n\n\n<p>At Salesforce, envisioning our AI future started with reimagining how we work. The first step wasn\u2019t about technology \u2014 it was about partnership. We couldn&#8217;t operate in silos and expect great outcomes.&nbsp;<\/p>\n\n\n\n<p>We brought together leaders from IT, product, HR and every major business function to define a shared, company-wide strategy for agentic AI. This deep collaboration broke down traditional silos and made us all jointly accountable for the journey ahead. Together, we aligned on how AI could amplify human potential, not replace it \u2014 seeing agentic AI as a strategic growth multiplier that helps teams move faster, think bigger and deliver more value.&nbsp;<\/p>\n\n\n\n<p>Along the way, we learnt the importance of integration discipline: every new tool must connect to our single source of truth to avoid creating data silos. And by anchoring everything on a unified platform foundation from day one, we\u2019ve accelerated not just our AI transformation, but our business results.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:1px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading agentic\" id=\"h-zota-developed-a-bold-ai-first-growth-strategy\">Zota developed a bold AI-first growth strategy<\/h4>\n\n\n\n<p><strong>Global payments marketplace Zota<\/strong> faced a strategic dilemma. They were planning for 30% annual growth and aiming to double from 500,000 to 1 million merchants, but CEO Avner Ziv was determined to cap the workforce at 300 employees. Although 180,000 annual support cases cut into their reps&#8217; time for high-value work like closing deals, hiring more people wasn&#8217;t an option.<\/p>\n\n\n\n<p>To solve this, Zota developed a <strong>bold AI-first growth strategy that scaled their capabilities from the start<\/strong>. Their agentic AI vision was to build a comprehensive digital workforce, starting with one agent and scaling to 30+ agents across every department. In just five weeks, they designed, built, tested and deployed a merchant FAQs agent using Agentforce. This win was the beginning of their overarching strategy to create a scalable foundation using their unified <a href=\"https:\/\/www.salesforce.com\/au\/platform\/\">Salesforce Platform<\/a> and <a href=\"https:\/\/www.salesforce.com\/au\/data\/\">Data Cloud<\/a> to power an environment of AI workers.<\/p>\n\n\n\n<p>The result was a fully functional AI agent that could handle 180,000 enquiries annually, provide 24\/7 support for 500,000 merchants and seamlessly capture leads when questions fell outside the knowledge base. This targeted approach gave them immediate business impact while laying the foundation for their broader vision of deploying 10 agents in the first year. Zota\u2019s vision to use AI as a strategic growth multiplier, not a cost-cutting tool, helped them build a digital workforce that will scale their team of 140 to perform like a team of 800.<\/p>\n\n\n\n<p>The agentic enterprises most successful in AI implementations begin with a compelling vision, not with technology selection. This chapter will guide you through:<\/p>\n\n\n\n<ol class=\"wp-block-list indent-li-agentic\">\n<li>Understanding your agentic readiness<\/li>\n\n\n\n<li>Aligning around a strategic foundation<\/li>\n\n\n\n<li>Creating a foundational vision<\/li>\n\n\n\n<li>Defining your agentic AI vision statement<\/li>\n<\/ol>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-agentic-ai-readiness\">Agentic AI-readiness<\/h3>\n\n\n\n<p>What does it mean to be \u201cAI-ready?\u201d Think of it like preparing for a cross-country road trip \u2014 it\u2019s a journey! You need to know your starting point, check your vehicle and map your route before hitting the highway.<\/p>\n\n\n\n<p>The first step? Understand your current AI readiness. Assessing where your people, processes and technology stand today will guide that journey \u2014 from selecting the right first use case to building a strategic roadmap for organisation-wide adoption.<\/p>\n\n\n\n<p><strong>Part of understanding your readiness means knowing exactly where you stand on the agentic maturity spectrum \u2014 and more importantly, what your next achievable step looks like.<\/strong><\/p>\n\n\n\n<p>Salesforce has created a multi-level <a href=\"https:\/\/www.salesforce.com\/au\/news\/stories\/agentic-maturity-model\/\">agentic maturity model<\/a> to help you to understand where you are today 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<h4 class=\"wp-block-heading agentic\" id=\"h-agentic-maturity-where-are-you-now\">Agentic maturity: Where are you now?<\/h4>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d12af8e2856&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69d12af8e2856\" class=\"wp-block-image size-large wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"2720\" height=\"1700\" data-attachment-id=\"67719\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/agentic_ai_maturity_model\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Agentic_AI_Maturity_Model.png\" data-orig-size=\"2720,1700\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"Agentic_AI_Maturity_Model\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Agentic_AI_Maturity_Model.png?w=800\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Agentic_AI_Maturity_Model.png?w=2720\" 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-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/blog\/wp-content\/uploads\/sites\/2\/2025\/07\/Agentic_AI_Maturity_Model.png?w=2720\" alt=\"\" class=\"wp-image-67719\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Agentic_AI_Maturity_Model.png 2720w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Agentic_AI_Maturity_Model.png?w=800&amp;h=500 800w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Agentic_AI_Maturity_Model.png?w=768&amp;h=480 768w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Agentic_AI_Maturity_Model.png?w=1536&amp;h=960 1536w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Agentic_AI_Maturity_Model.png?w=2048&amp;h=1280 2048w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Agentic_AI_Maturity_Model.png?w=150&amp;h=94 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\taria-label=\"Enlarge\"\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.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\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 Enterprise IT Strategy team developed the Agentic Maturity Model \u2014 a benchmarking tool to self-identify where you are on your agentic AI journey.<\/figcaption><\/figure>\n\n\n\n<p><strong>Level 1<\/strong> agents deliver significant benefit and lay the foundation for more sophisticated deployments. This is where companies define their AI strategy, establish guardrails and begin connecting data sources. Think: An AI agent that answers common employee questions like &#8220;What&#8217;s our holiday policy?&#8221; or &#8220;How do I reset my password?&#8221;<\/p>\n\n\n\n<div id=\"vertical\" class=\"wp-block-group is-layout-constrained wp-block-group-is-layout-constrained\">\n<figure class=\"wp-block-embed alignright 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\/H2MaQFmuuK9SpC4XU7S4Pc.jpg\"  data-uuid=\"H2MaQFmuuK9SpC4XU7S4Pc\"  data-v=\"4\"  data-type=\"inline\"  data-width=\"500\"  data-height=\"187\"\/>\n<\/div><figcaption class=\"wp-element-caption\">Shibani Ahuja, Salesforce\u2019s SVP of Enterprise IT Strategy, walks through the multiple steps of our maturity model framework and how agentic enterprises are using it.<\/figcaption><\/figure>\n\n\n\n<p>As you progress to <strong>Level 2<\/strong>, agents evolve to executing 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>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>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&#8217;s supply chain agent to automatically qualify leads, personalise outreach, negotiate pricing and fulfil orders without human intervention.<\/p>\n\n\n\n<p>Most organisations start at Level 1 and build incrementally. Today, many of our <a href=\"https:\/\/www.salesforce.com\/au\/agentforce\/\">Agentforce<\/a> customers\u200c \u2014 \u200ccompanies using Salesforce&#8217;s AI agent platform to automate tasks and augment their workforce\u200c \u2014 \u200care well into Level 2. 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<p><\/p>\n<\/div>\n\n\n\n<div class=\"layout-six wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\">Apply our agentic maturity model<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Learn more about the model and how it supports companies investing in AI driven automation.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/au\/news\/stories\/agentic-maturity-model\/\">Get started now<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"256\" height=\"144\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/The-Agentic-Maturity-Model_-A-4-step-Process-for-CIOs-to-Succeed-in-the-Agentic-Era.webp\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/The-Agentic-Maturity-Model_-A-4-step-Process-for-CIOs-to-Succeed-in-the-Agentic-Era.webp 256w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/The-Agentic-Maturity-Model_-A-4-step-Process-for-CIOs-to-Succeed-in-the-Agentic-Era.webp?w=150&amp;h=84 150w\" sizes=\"auto, (max-width: 256px) 100vw, 256px\" data-attachment-id=\"67785\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/the-agentic-maturity-model_-a-4-step-process-for-cios-to-succeed-in-the-agentic-era\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/The-Agentic-Maturity-Model_-A-4-step-Process-for-CIOs-to-Succeed-in-the-Agentic-Era.webp\" data-orig-size=\"256,144\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"The-Agentic-Maturity-Model_-A-4-step-Process-for-CIOs-to-Succeed-in-the-Agentic-Era\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/The-Agentic-Maturity-Model_-A-4-step-Process-for-CIOs-to-Succeed-in-the-Agentic-Era.webp?w=256\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/The-Agentic-Maturity-Model_-A-4-step-Process-for-CIOs-to-Succeed-in-the-Agentic-Era.webp?w=256\" \/>\t\t<\/div>\n\t<\/div>\n\n\t\n\t<\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-the-evolution-of-ai-leadership-no-one-size-fits-all-approach\">The evolution of AI leadership: No one-size-fits-all approach<\/h3>\n\n\n\n<p>Unlike previous technology implementations that could be handled in isolation, agentic AI requires a new kind of leadership collaboration. What successful implementations share isn&#8217;t a single decision-maker, but rather <strong>joint accountability<\/strong> between technical and business leaders who recognise that AI touches both technological infrastructure and business strategy.<\/p>\n\n\n\n<p>The CIO\u2019s role has evolved significantly in the era of AI agents. Today&#8217;s CIOs must flex their business muscles, working closely with functional leaders to identify use cases that deliver tangible value and measurable outcomes. Their role goes beyond managing technical infrastructure \u2014 we often see CIOs orchestrating cross-functional teams and translating business needs into technical roadmaps.<\/p>\n\n\n\n<p>The critical question isn&#8217;t &#8220;Who&#8217;s in charge?&#8221; but rather, &#8220;How do we ensure joint ownership between technical capabilities and business outcomes?&#8221; Organisations that struggle with AI adoption often lack this collaborative model, treating implementation as either purely technical or purely business when it&#8217;s fundamentally both.<\/p>\n\n\n\n<p>The best implementations begin with the right leadership model for your organisation&#8217;s starting point and ambitions.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-build-your-ai-strategy-on-these-four-pillars\">Build your AI strategy on these four pillars<\/h3>\n\n\n\n<p>While the chapters ahead guide you through the step-by-step journey to becoming an agentic enterprise, four foundational pillars represent an organisational readiness \u201csnapshot.\u201d Having the following in place will lay the groundwork for your AI agent implementation.<\/p>\n\n\n\n<ol class=\"wp-block-list indent-li-agentic\">\n<li><strong>Strategic agreement<\/strong><\/li>\n\n\n\n<li><strong>Data readiness<\/strong><\/li>\n\n\n\n<li><strong>Technology infrastructure<\/strong><\/li>\n\n\n\n<li><strong>Governance and measurement<\/strong><\/li>\n<\/ol>\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 roundcorners alignwide has-background is-layout-flex wp-container-core-columns-is-layout-9d6595d7 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<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-ad2f72ca wp-block-group-is-layout-flex\">\n<h3 class=\"wp-block-heading\" id=\"h-1\">1<\/h3>\n\n\n\n<p><strong>Strategic agreement<\/strong><\/p>\n<\/div>\n\n\n\n<p class=\"is-style-default small\">Before determining your first use case, consider:<\/p>\n\n\n\n<ul class=\"wp-block-list small\">\n<li>What business goals will agentic AI help achieve?<\/li>\n\n\n\n<li>What&#8217;s your organisation&#8217;s risk appetite?<\/li>\n\n\n\n<li>What data does the agent need to succeed?<\/li>\n\n\n\n<li>How will teams engage with this agent?<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\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-ad2f72ca wp-block-group-is-layout-flex\">\n<h3 class=\"wp-block-heading\" id=\"h-2\">2<\/h3>\n\n\n\n<p><strong>Data readiness<\/strong><\/p>\n<\/div>\n\n\n\n<p class=\"is-style-default small\">Agentic outputs are only as good as the quality of the underlying data \u2014 a topic we explore in depth in <a href=\"#chapter-5\">Chapter 5<\/a>. Your strategy must address:<\/p>\n\n\n\n<ul class=\"wp-block-list small\">\n<li>Data accessibility across structured and unstructured sources<\/li>\n\n\n\n<li>Data quality, governance and security requirements<\/li>\n\n\n\n<li>Integration strategies for your current technology<\/li>\n\n\n\n<li>Continuous data improvement mechanisms<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\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-ad2f72ca wp-block-group-is-layout-flex\">\n<h3 class=\"wp-block-heading\" id=\"h-3\">3<\/h3>\n\n\n\n<p><strong><strong>Technology infrastructure<\/strong><\/strong><\/p>\n<\/div>\n\n\n\n<p class=\"is-style-default small\">Plan the right technological foundation with these principles.<\/p>\n\n\n\n<ul class=\"wp-block-list small\">\n<li><strong>Scalability<\/strong>: Handle growing computational demands.<\/li>\n\n\n\n<li><strong>Flexibility<\/strong>: Integrate with legacy systems.<\/li>\n\n\n\n<li><strong>Data accessibility<\/strong>: Access reliable data sources.<\/li>\n\n\n\n<li><strong>Trust<\/strong>: Implement guardrails and evaluation.<\/li>\n\n\n\n<li><strong>Security<\/strong>: Protect data and models.<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\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-ad2f72ca wp-block-group-is-layout-flex\">\n<h3 class=\"wp-block-heading\" id=\"h-4\">4<\/h3>\n\n\n\n<p><strong>Governance and measurement<\/strong><\/p>\n<\/div>\n\n\n\n<p class=\"is-style-default small\">Include strong governance frameworks and measurement approaches.<\/p>\n\n\n\n<ul class=\"wp-block-list small\">\n<li>Define clear ownership and accountability<\/li>\n\n\n\n<li>Establish ethical guidelines and operational boundaries<\/li>\n\n\n\n<li>Create risk management protocols<\/li>\n\n\n\n<li>Set up measurement frameworks tied to business objectives<\/li>\n\n\n\n<li>Review and communicate what\u2019s working and what\u2019s not across business and technology teams to build confidence for future agents<\/li>\n\n\n\n<li>Implement continuous improvement mechanisms<\/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<h3 class=\"wp-block-heading\" id=\"h-defining-your-strategic-vision\">Defining your strategic vision<\/h3>\n\n\n\n<p>Next, it&#8217;s time to begin aligning around the \u201cwhy.\u201d To succeed with agentic AI, <strong>start with a clear vision statement that communicates why your organisation is pursuing AI agents<\/strong>. This statement sets the tone for success and should be shared across the organisation.<\/p>\n\n\n\n<h4 class=\"wp-block-heading agentic\" id=\"h-try-this-activity-complete-your-ai-vision-statement\">Try this activity: Complete your AI vision statement<\/h4>\n\n\n\n<p>Throughout this playbook, you\u2019ll find printable activity worksheets to help your teams <strong>put guidance into action today<\/strong> and speed up your agentic AI journey.<strong> Download the first worksheet below<\/strong> and complete the fields with your team<strong> <\/strong>to develop your AI strategy and vision statement.<\/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-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading\" id=\"h-download-our-ai-vision-statement-worksheet\">Download our AI vision statement worksheet<\/h2>\n\n\n\n<p>Use this worksheet to create a powerful vision statement for your AI journey. Ask your cross-functional team members to 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\/2025\/07\/Create_Your_Strategic_Vision.pdf?d=AAPC1\" target=\"_blank\" rel=\" 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=\"3000\" height=\"1688\" data-attachment-id=\"67720\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/transforming_with_agentic-ai-create_your_strategic_vision\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Create_Your_Strategic_Vision.png\" data-orig-size=\"3000,1688\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"Transforming_With_Agentic AI-Create_Your_Strategic_Vision\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Create_Your_Strategic_Vision.png?w=889\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Create_Your_Strategic_Vision.png?w=3000\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Create_Your_Strategic_Vision.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-67720\" style=\"aspect-ratio:16\/9;object-fit:cover\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Create_Your_Strategic_Vision.png 3000w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Create_Your_Strategic_Vision.png?w=889&amp;h=500 889w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Create_Your_Strategic_Vision.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Create_Your_Strategic_Vision.png?w=1536&amp;h=864 1536w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Create_Your_Strategic_Vision.png?w=2048&amp;h=1152 2048w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Create_Your_Strategic_Vision.png?w=150&amp;h=84 150w\" sizes=\"auto, (max-width: 3000px) 100vw, 3000px\" \/><\/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\/au\/agentforce\/what-is-agentic-ai\/systems\/\" target=\"_blank\" class=\"card__link\">\n\t\t\t\t<h2 class=\"card__title h6\">\n\t\t\t\t\tWhat is Agentic AI?\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-au\/wp-content\/uploads\/sites\/12\/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\/au\/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\tWhat Are Autonomous Agents?\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-au\/wp-content\/uploads\/sites\/12\/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\/au\/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 style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"alignfull 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\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Chapter_Header_clouds.webp); background-repeat: no-repeat; background-size: contain; display:block; max-height: 384px; max-width: 1024\"><\/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\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/butterfly_v2.webp); 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\">Prepare and inspire your people for the future<\/h2>\n\t\t\t<\/div>\n\n\t<\/div>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-remove-blockers-and-set-your-employees-up-for-human-ai-agent-collaboration\">Remove blockers and set your employees up for human-AI agent collaboration<\/h3>\n\n\n\n<p>Remember your first day working with a new colleague who seemed impossibly efficient? Initially, you might have felt intimidated or worried about measuring up. Then you realised the best workplace relationships happen when you stop competing and start collaborating \u2014 their strengths make your strengths shine even brighter. Integrating AI agents into your company is like introducing the ultimate new team member: a powerful tool that\u2019s highly efficient and always ready, but relies entirely on human wisdom, creativity and judgement to perform at its best.<\/p>\n\n\n\n<p>Managing this change well is one of the most critical parts of AI success. While setting up the technology is straightforward, only real change can happen when your people, from top to bottom, embrace AI agents as collaborators.<\/p>\n\n\n\n<p><a href=\"https:\/\/www.mckinsey.com\/capabilities\/mckinsey-digital\/our-insights\/superagency-in-the-workplace-empowering-people-to-unlock-ais-full-potential-at-work\">Recent research<\/a> by McKinsey Digital found an AI readiness perception gap between leadership and employees. C-suite leaders are more than twice as likely to say employee readiness is a barrier to AI adoption as they are to blame their own role. However, the research showed that employees are actually more ready for AI than their leaders imagine and the <strong>biggest barrier to AI success is leadership, not employee readiness<\/strong>.<\/p>\n\n\n\n<p>This misalignment reveals a critical opportunity for leaders to shift from viewing employees as obstacles to recognising them as willing partners in change. In fact, according to Salesforce\u2019s latest <a href=\"https:\/\/www.salesforce.com\/au\/news\/stories\/daily-ai-workforce-use-growth\/\">Slack Workforce Index<\/a>, workers who use AI daily prove to be 64% more productive and 81% more satisfied with their job than colleagues not using AI. When leaders view agentic AI adoption as an opportunity, this unlocks its real potential and an entirely new narrative around what AI means for the workforce.<\/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>Workers who use AI daily prove to be 81% more satisfied with their job than colleagues not using AI.<\/p>\n<\/blockquote>\n\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%2Fau%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\"\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&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%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%2Fau%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\" https:\/\/www.salesforce.com\/au\/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 class=\"wp-block-heading more_top_margin\" id=\"h-the-transformation-mindset\">The transformation mindset<\/h3>\n\n\n\n<p>Successful agentic enterprises view agents as an opportunity to <strong>elevate human work rather than replace it.<\/strong><\/p>\n\n\n\n<p>Desk workers report spending 41% of their time on tasks that are \u201clow value, repetitive or lack meaningful contribution to their core job functions.\u201d This research from <a href=\"https:\/\/slack.com\/blog\/news\/new-slack-research-shows-accelerating-ai-use-at-work\">Slack\u2019s work trends report<\/a> shows a clear opportunity for AI to help workers refocus their energy away from busy work toward more valuable activities.<\/p>\n\n\n\n<div class=\"wp-block-group alignfull has-CL-2-gradient-background has-background is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-salesforce-blog-chapter-checklist\">\n\t<header class=\"wp-block-salesforce-blog-chapter-checklist__header\">\n\t\t<h2 class=\"wp-block-salesforce-blog-chapter-checklist__headline h3\">\n\t\t\t3 actions that create an \u2018agentic AI\u2019 culture\t\t<\/h2>\n\t\t\t<\/header>\n\n\t<div class=\"wp-block-salesforce-blog-chapter-checklist__content\">\n\t\t\t\t\t<ul>\n\t\t\t\t\n\n<li><strong>Show value:<\/strong> Demonstrate how agents multiply human capabilities rather than replace them<\/li>\n\n\n\n<li><strong>Uplevel work<\/strong>: Show how eliminating routine tasks creates space for more meaningful, creative and strategic work<\/li>\n\n\n\n<li><strong>Advance careers<\/strong>: Create pathways for employees to develop new skills that complement AI capabilities<\/li>\n\n\t\t\t<\/ul>\n\t\t\t<\/div>\n\n<\/div>\n\n<\/div>\n\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>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 from cross-functional areas of the business is incredibly important for a holistic approach \u2014 including technology leaders leading implementation, business leaders tracking strategic objectives and HR leaders advising on career pathways and learning programmes.<\/p>\n\n\n\n<p>Here are a few practical approaches for leadership championing this mindset.<\/p>\n\n\n\n<ul class=\"wp-block-list smaller-text\">\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>Host regular &#8220;AI success showcases&#8221; where teams demonstrate what\u2019s working.<\/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\n\n\n<li>Have leaders openly discuss their own AI learning experiences, including successes and challenges.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading more_top_margin\" id=\"h-considerations-for-the-agentic-enterprise\">Considerations for the agentic enterprise<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Be transparent from day one<\/strong> by offering free AI training, holding company-wide learning sessions and creating dedicated communication channels for regular updates; otherwise, employees will fill knowledge gaps with fear and speculation.<\/li>\n\n\n\n<li><strong>Create safe spaces to experiment<\/strong> by providing hands-on practice sessions in low-stakes scenarios and frame failures as learning opportunities; otherwise, teams will avoid using AI agents when they could be most helpful.<\/li>\n\n\n\n<li><strong>Build clear decision frameworks<\/strong> by defining specific criteria for when to use AI agents versus human judgement; otherwise, employees will either over-rely on agents or avoid them entirely.<\/li>\n\n\n\n<li><strong>Establish feedback loops that show impact<\/strong> by asking employees to report agent limitations and improvements based on their input; otherwise, they&#8217;ll lose trust in both the technology and leadership&#8217;s commitment to making it work.<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-columns roundcorners alignwide has-background is-layout-flex wp-container-core-columns-is-layout-9d6595d7 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 class=\"wp-block-heading\" id=\"h-how-we-did-it-0\">How we did it<\/h3>\n\n\n\n<p>When employees embrace change and dive in, they might be surprised at the opportunities it creates. For Vanessa Tabbert, vice president of the AMER SDR organisation at Salesforce, a new Lead Nurture Agent redefined what it means to lead a sales team. Her role evolved from managing a traditional human SDR organisation \u2014 hire, train, ramp, repeat \u2014 to orchestrating a truly hybrid workforce where humans and AI work together.<\/p>\n\n\n\n<p>Now, she\u2019s as focused on tuning and coaching the Lead Nurture Agent as she is on developing her human team. The agent handles the high-volume, repetitive tasks that once consumed her team\u2019s time, while human SDRs focus on deeper engagement \u2014 the curiosity, empathy and persuasion that only people can deliver.<\/p>\n\n\n\n<p>This shift has changed how Vanessa measures success, builds strategy and develops talent. She no longer manages activity \u2014 she manages partnership. \u201cMy job isn\u2019t just to lead a team any more,\u201d she said. \u201cIt\u2019s to lead a system where humans and agents work in sync to sell smarter, faster and better than ever before.\u201d<\/p>\n\n\n\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\">\n<figure class=\"wp-block-image alignleft size-full is-resized is-style-circular\"><img loading=\"lazy\" decoding=\"async\" width=\"512\" height=\"512\" data-attachment-id=\"68814\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/playbook\/agentic-ai\/vanessa_tabbert_headshot-2\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/vanessa_tabbert_headshot-1.png\" data-orig-size=\"512,512\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"vanessa_tabbert_headshot\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/vanessa_tabbert_headshot-1.png?w=500\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/vanessa_tabbert_headshot-1.png?w=512\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/vanessa_tabbert_headshot-1.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-68814\" style=\"width:125px;height:125px\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/vanessa_tabbert_headshot-1.png 512w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/vanessa_tabbert_headshot-1.png?w=500&amp;h=500 500w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/vanessa_tabbert_headshot-1.png?w=150&amp;h=150 150w\" sizes=\"auto, (max-width: 512px) 100vw, 512px\" \/><\/figure>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-vanessa-tabbert\">Vanessa Tabbert<\/h4>\n\n\n\n<p class=\"hide-margin-top-agentic-ai\">VP of AMER SDR, Salesforce<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:1px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-the-4-r-s-how-salesforce-built-the-blueprint-as-customer-zero\">The 4 R\u2019s: How Salesforce built the blueprint as Customer Zero<\/h3>\n\n\n\n<p>As the first user of our own AI tools, we&#8217;ve learnt that successful change management requires both strategic vision and tactical execution. We&#8217;ve taken a comprehensive approach to preparing our own employees for agent collaboration using what we call \u201cthe four R\u2019s\u201d:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Redesigning<\/strong> jobs around human-agent collaboration<\/li>\n\n\n\n<li><strong>Reskilling<\/strong> through programmes like quarterly learning days<\/li>\n\n\n\n<li><strong>Redeploying<\/strong> talent to high-growth areas through our AI-powered career platform<\/li>\n\n\n\n<li><strong>Rebalancing<\/strong> the workforce by continually optimising the mix of human and digital labour<\/li>\n<\/ul>\n\n\n\n<p>This cultural change prepares every employee to manage agents or teams of agents, recognising this is the last generation of leaders to manage only humans.<\/p>\n\n\n\n<h4 class=\"wp-block-heading agentic\" id=\"h-redesigning-jobs\">Redesigning jobs<\/h4>\n\n\n\n<p>Combining the best of AI and human capabilities will require new roles, AI agents and working models. This involves a delicate balance of infusing AI into existing workflows for efficiency (for example, tasks like summarisation or data querying), while also designing entirely new roles for humans like \u201credesign lead\u201d who is responsible for driving large-scale organisational design.<\/p>\n\n\n\n<p>Early on in our journey, Salesforce established a dedicated <a href=\"https:\/\/www.hr-brew.com\/stories\/2025\/03\/04\/salesforce-ai-agents-reskilling\">Workforce Innovation<\/a> team focused on designing and implementing strategies to prepare the global workforce for the AI era, including optimising talent mobility and driving internal AI adoption.<\/p>\n\n\n\n<p>Organisations must rethink their structures, roles and processes to maximise the complementary strengths of humans and AI agents.<\/p>\n\n\n\n<h4 class=\"wp-block-heading agentic\" id=\"h-reskilling-employees\">Reskilling employees<\/h4>\n\n\n\n<p>Most of today&#8217;s workforce will need to brush up on topics like <a href=\"https:\/\/www.salesforce.com\/au\/artificial-intelligence\/machine-learning-vs-nlp\/\">AI basics<\/a> or <a href=\"https:\/\/www.salesforce.com\/au\/artificial-intelligence\/deep-learning-vs-machine-learning\/\">data strategies<\/a> to thrive in an agentic environment. At Salesforce we\u2019ve been intentional about teaching, practising and adopting these AI skills every day. We started by <a href=\"https:\/\/www.salesforce.com\/au\/news\/stories\/reskilling-for-digital-labor-era\/#:~:text=From%20Adaptability%20to%20AI%20Literacy,in%20the%20Digital%20Labor%20Revolution&amp;text=The%20rise%20of%20digital%20labor,like%20for%20employers%20and%20employees\">identifying the top 10 enterprise skills<\/a> that workers need to be successful in a future with agents; which fell across three broad categories:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Human skills<\/strong>: Adaptability, accountability, collaboration, emotional intelligence<\/li>\n\n\n\n<li><strong>Agent skills<\/strong>: Agent and AI literacy and human\/agent collaboration<\/li>\n\n\n\n<li><strong>Business skills<\/strong>: Problem solving, data interpretation, creative thinking, storytelling<\/li>\n<\/ul>\n\n\n\n<p>Here\u2019s a deep dive on how some of these skills translate into day-to-day work in the era of digital labour:<\/p>\n\n\n\n<p><strong>AI literacy<\/strong>: Beyond basic understanding, employees need practical knowledge of:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>How to effectively communicate with AI agents<\/strong>: Learning to write clear, specific prompts, setting clear constraints, iterating with examples and understanding how different phrasing affects AI responses. For example, asking &#8220;What are the top customer complaints this month?&#8221; versus &#8220;Show me customer feedback data&#8221; yields vastly different results.<\/li>\n\n\n\n<li><strong>Understanding AI capabilities and limitations<\/strong>: AI agents excel at pattern recognition and data processing but struggle with nuanced judgement calls. Common limitations include hallucinations (confidently presenting false information), sycophantic behaviour (agreeing with users even when they&#8217;re wrong) and difficulty with multi-step logical reasoning or complex calculations.<\/li>\n\n\n\n<li><strong>Recognising when AI outputs need human verification<\/strong>: High-stakes decisions, creative content requiring cultural sensitivity or recommendations involving regulatory compliance should always undergo human review.<\/li>\n<\/ul>\n\n\n\n<p><strong>Systems thinking<\/strong>: As agents handle individual tasks, humans must develop:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Ability to see connections across complex workflows<\/strong>: For example, understand how automated inventory decisions affect supply chain partners.<\/li>\n\n\n\n<li><strong>Understanding of how agent decisions affect downstream processes<\/strong>: For instance, if an AI agent approves a customer refund, employees need to track how this affects accounting, inventory and customer lifetime value calculations.<\/li>\n\n\n\n<li><strong>Capacity to identify when process redesign is needed<\/strong>: Recognise when workflows built for human execution need restructuring for AI agents.<\/li>\n<\/ul>\n\n\n\n<p><strong>Ethical decision-making<\/strong>: Humans must serve as the ethical backstop for agent activities.<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Judgement on when to override agents:<\/strong> For example, when an AI agent suggests denying a loan application, humans must evaluate whether the decision reflects algorithmic bias or legitimate risk assessment.<\/li>\n\n\n\n<li><strong>Ability to detect bias<\/strong>: Recognise when AI recommendations consistently favour certain demographics or when training data limitations create unfair outcomes.<\/li>\n\n\n\n<li><strong>Understanding of privacy and data governance issues<\/strong>: Know when agent access to sensitive data crosses compliance boundaries and how to maintain audit trails for regulatory purposes.<\/li>\n<\/ol>\n\n\n\n<h4 class=\"wp-block-heading agentic\" id=\"h-salesforce-s-approach-to-reskilling-start-with-culture\">Salesforce\u2019s approach to reskilling? Start with culture<\/h4>\n\n\n\n<p>Getting employees comfortable with agentic AI starts with a culture of openness and experimentation. \u201cIt must come from the top-down and the bottom-up,\u201d said Irina Gutman, RVP of global AI practice, professional services. \u201cYou also want to identify your change agents, those who advocate for the technology from within. It\u2019s not just my boss telling me that it\u2019s good for me. It\u2019s my friend and colleague who I respect who\u2019s sitting next to me saying, \u2018You know what? This is really cool. You should try.\u2019\u201d<\/p>\n\n\n\n<div class=\"wp-block-group alignwide is-layout-flow wp-block-group-is-layout-flow\"><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<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-vertically-aligned-centre is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:56%\">\n<p><strong>It\u2019s not just my boss telling me that it\u2019s good for me. It\u2019s my friend and colleague who I respect who\u2019s sitting next to me saying, \u2018You know what? This is really cool. You should try.<\/strong>&#8216;<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-centre is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<figure class=\"wp-block-image aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"284\" height=\"228\" data-attachment-id=\"67721\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/playground_1x\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/playground_1x.webp\" data-orig-size=\"284,228\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"playground_1x\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/playground_1x.webp?w=284\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/playground_1x.webp?w=284\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/playground_1x.webp?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-67721\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/playground_1x.webp 284w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/playground_1x.webp?w=150&amp;h=120 150w\" sizes=\"auto, (max-width: 284px) 100vw, 284px\" \/><\/figure>\n<\/div>\n<\/div>\n<cite>Irina Gutman<\/cite><\/blockquote>\n<span class=\"citation-role\">RVP of Global AI Practice, Professional Services<\/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%2Fau%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\"\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&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%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%2Fau%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\" https:\/\/www.salesforce.com\/au\/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\n\n\n<p>At Salesforce, we\u2019re focused on making reskilling easy for employees. Resources like <a href=\"https:\/\/www.salesforce.com\/au\/news\/press-releases\/2024\/09\/18\/ai-training-opportunities\/\">Quarterly Agentforce Learning Days<\/a> encourage employees to spend company time developing their agentic AI skills. Last year, we introduced <a href=\"https:\/\/www.salesforce.com\/au\/news\/stories\/career-connect-announcement\/\">Career Connect<\/a>, an internal AI-powered talent marketplace that gives employees tailored and personalised recommendations, including new skills to learn, online training and even new job opportunities within the company. Read more about our approach to <a href=\"https:\/\/www.salesforce.com\/au\/news\/stories\/preparing-for-digital-labor-at-work\/\">preparing our own employees for agentic AI<\/a>.<\/p>\n\n\n\n<p>Ready to begin reskilling? Tools like <a href=\"https:\/\/www.salesforce.com\/au\/blog\/what-is-trailhead\/\">Trailhead<\/a>, Salesforce\u2019s free online learning platform, helped our team learn fast and adapt faster. Check out these trails for a foundational (and fun!) place to start.<\/p>\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\t\t\t\t\t<span class=\"card__meta__type\">Take the Trail<\/span>\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:\/\/trailhead.salesforce.com\/content\/learn\/trails\/get-started-with-ai-data\" target=\"_blank\" class=\"card__link\">\n\t\t\t\t<h2 class=\"card__title h6\">\n\t\t\t\t\tGet Started with Artificial Intelligence\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:\/\/res.cloudinary.com\/hy4kyit2a\/f_auto,fl_lossy,q_70\/learn\/trails\/get-started-with-ai-data\/3d6b28c1ebab9bb2696d33cd7680b3e0_icon.png\" 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\t\t\t\t\t<span class=\"card__meta__type\">Take the Trail<\/span>\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:\/\/trailhead.salesforce.com\/content\/learn\/modules\/change-management-for-ai-implementation\" target=\"_blank\" class=\"card__link\">\n\t\t\t\t<h2 class=\"card__title h6\">\n\t\t\t\t\tChange Management for AI Implementation\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:\/\/res.cloudinary.com\/hy4kyit2a\/f_auto,fl_lossy,q_70\/learn\/modules\/change-management-for-ai-implementation\/b85f021fd682a38e3fccf0aac4ed4dcd_badge.png\" 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\t\t\t\t\t<span class=\"card__meta__type\">Take the Trail<\/span>\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:\/\/trailhead.salesforce.com\/content\/learn\/modules\/trusted-agentic-ai\" target=\"_blank\" class=\"card__link\">\n\t\t\t\t<h2 class=\"card__title h6\">\n\t\t\t\t\tTrusted Agentic AI\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:\/\/res.cloudinary.com\/hy4kyit2a\/f_auto,fl_lossy,q_70\/learn\/modules\/trusted-agentic-ai\/2af1d30f7d1ba22c477c202dd0a12b2f_badge.png\" 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<h4 class=\"wp-block-heading agentic\" id=\"h-redeploying-employees-to-high-growth-areas\">Redeploying employees to high-growth areas<\/h4>\n\n\n\n<p>The most incredible opportunity that agentic AI offers businesses today might be this: As agents take on routine tasks, you can move talent to emerging roles that leverage uniquely human capabilities with AI. At Salesforce, we&#8217;re elevating our people into positions where they can influence greater impact and innovation.<\/p>\n\n\n\n<p>Our redeployment strategy centres on three key initiatives.<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Career Connect platform<\/strong>: Our <a href=\"https:\/\/www.salesforce.com\/au\/news\/stories\/career-connect-announcement\/\">AI-powered internal marketplace<\/a> helps employees identify and develop new skills. The response has been strong, with 44% of employees signed up and nearly 40% of internal job applications flowing through the platform.<\/li>\n\n\n\n<li><strong>Future skills framework<\/strong>: We&#8217;ve identified the top 10 types of skills workers need for a future with agents \u2014 human, agent and business skills \u2014 creating clear learning pathways for our entire workforce.<\/li>\n\n\n\n<li><strong>Workforce innovation team<\/strong>: We created a dedicated team to execute this vision, ensuring employees can meet evolving demands in an AI-enhanced workplace. This effort has resulted in 28,000 employees becoming certified as <a href=\"https:\/\/www.salesforce.com\/blog\/ai\/agents\/\">Agentblazers<\/a>. These are pros who have the skills and vision to transform how work gets done and keep pace with innovation in the agentic AI era. Learn more about our <a href=\"https:\/\/trailhead.salesforce.com\/agentblazer\">Agentblazer certification programme<\/a>.<\/li>\n<\/ol>\n\n\n\n<h4 class=\"wp-block-heading agentic\" id=\"h-rebalance-your-workforce-with-human-digital-labour\">Rebalance your workforce with human-digital labour<\/h4>\n\n\n\n<p>Achieving the optimal blend of digital and human labour requires ongoing refinement. As agent capabilities evolve, businesses should continuously monitor their performance using workforce planning tools. A data-driven, dynamic approach to task allocation will ensure that agents manage more routine duties while human talent focuses on higher-value, engaging work.<\/p>\n\n\n\n<h5 class=\"wp-block-heading\" id=\"h-the-agentic-enterprise-humans-and-agents-together\">The agentic enterprise: Humans and agents, together<\/h5>\n\n\n\n<p>Digital labour is as much about preparing people as it is about technology. By redesigning workflows thoughtfully and creating genuine learning opportunities, you build the foundation for sustainable AI adoption that benefits everyone. Now it&#8217;s time to put these principles into practice by mapping out exactly how you&#8217;ll optimise adoption and success across your organisation. This can&#8217;t happen in isolation \u2014 it requires genuine stakeholder engagement from the start.<\/p>\n\n\n\n<h4 class=\"wp-block-heading agentic\" id=\"h-try-this-activity-build-an-alignment-plan\">Try this activity: Build an alignment plan<\/h4>\n\n\n\n<p>We designed an activity to help you to think through stakeholder perspectives before engaging them directly. Use it to build empathy and prepare thoughtful questions before holding conversations with each stakeholder group.<\/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-9d6595d7 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 class=\"wp-block-heading\" id=\"h-step-1-map-your-stakeholders\"><strong>Step 1: Map your stakeholders<\/strong><\/h5>\n\n\n\n<p>List all groups who will be affected by your AI implementation. Think about core users, decision makers, downstream roles and support teams.<\/p>\n\n\n\n<h5 class=\"wp-block-heading\" id=\"h-step-2-assess-impact-and-readiness\"><strong>Step 2: Assess impact and readiness<\/strong><\/h5>\n\n\n\n<p>Gain empathy for each stakeholder group by answering these questions.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>How might agents affect their daily work?<\/li>\n\n\n\n<li>What tasks could be eliminated and what new tasks will they get to learn?<\/li>\n\n\n\n<li>How would you rate their openness to adopting agentic AI?<\/li>\n\n\n\n<li>High = enthusiastic; Mid = curious; Low = resistant<\/li>\n\n\n\n<li>What concerns might they have?<\/li>\n\n\n\n<li>What benefits would likely resonate most with them?<\/li>\n<\/ul>\n\n\n\n<h5 class=\"wp-block-heading\" id=\"h-step-3-identify-skill-gaps\"><strong>Step 3: Identify skill gaps<\/strong><\/h5>\n\n\n\n<p>Based on your assessment, identify the top three to five skills your organisation needs to develop. Think about things like AI literacy, emotional intelligence, process redesign expertise, change management and <a href=\"https:\/\/www.salesforce.com\/au\/news\/stories\/reskilling-for-digital-labor-era\/\">additional skills<\/a> outlined here.<\/p>\n\n\n\n<h5 class=\"wp-block-heading\" id=\"h-step-4-build-your-alignment-plan\"><strong>Step 4: Build your alignment plan<\/strong><\/h5>\n\n\n\n<p>For each stakeholder group, develop a specific plan to build agreement. Answer the questions using your own tools or download and print the following worksheet to help you to formulate a succinct alignment plan.<\/p>\n\n\n\n<p><strong>Key messages:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>What vision \u2014 and benefits \u2014 can you share to inspire adoption?<\/li>\n\n\n\n<li>How will you address their concerns?<\/li>\n<\/ul>\n\n\n\n<p><strong>Engagement approach:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>How will you involve them in the planning process<\/li>\n\n\n\n<li>Who are the influential champions in this group?<\/li>\n<\/ul>\n\n\n\n<p><strong>Success indicators:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>How will you know this group is aligned and prepared?<\/li>\n\n\n\n<li>What behavioural changes would signal successful adoption?<\/li>\n<\/ul>\n\n\n\n<h5 class=\"wp-block-heading\" id=\"h-step-5-engage-stakeholders-directly\"><strong>Step 5: Engage stakeholders directly<\/strong><\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Gather input on skill gaps and training needs.<\/li>\n\n\n\n<li>Understand specific concerns and motivations.<\/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 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-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading\" id=\"h-download-our-alignment-planning-worksheet\">Download our alignment planning worksheet<\/h2>\n\n\n\n<p>Genuine alignment comes from involving people in the process. Use this worksheet to prepare your team for agentic AI.<\/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\/2025\/07\/Build_an_Alignment_Plan.pdf?d=AAPC2\" target=\"_blank\" rel=\" 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 data-wp-context=\"{&quot;imageId&quot;:&quot;69d12af8eddcd&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69d12af8eddcd\" class=\"wp-block-image size-full wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"3000\" height=\"1688\" data-attachment-id=\"67722\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/transforming_with_agentic-ai-build_an_alignment_plan\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Build_an_Alignment_Plan.png\" data-orig-size=\"3000,1688\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"Transforming_With_Agentic AI-Build_an_Alignment_Plan\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Build_an_Alignment_Plan.png?w=889\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Build_an_Alignment_Plan.png?w=3000\" 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-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Build_an_Alignment_Plan.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-67722\" style=\"aspect-ratio:16\/9;object-fit:cover\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Build_an_Alignment_Plan.png 3000w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Build_an_Alignment_Plan.png?w=889&amp;h=500 889w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Build_an_Alignment_Plan.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Build_an_Alignment_Plan.png?w=1536&amp;h=864 1536w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Build_an_Alignment_Plan.png?w=2048&amp;h=1152 2048w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Build_an_Alignment_Plan.png?w=150&amp;h=84 150w\" sizes=\"auto, (max-width: 3000px) 100vw, 3000px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\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.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\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<\/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\/au\/agentforce\/digital-labor\/\" target=\"_blank\" class=\"card__link\">\n\t\t\t\t<h2 class=\"card__title h6\">\n\t\t\t\t\tWhat Is Digital Labour?\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-au\/wp-content\/uploads\/sites\/12\/2025\/02\/agentforce-marquee-what-is-digital-labor.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\/service\/resources\/how-to-prepare-your-service-team-for-digital-labor\/\" target=\"_blank\" class=\"card__link\">\n\t\t\t\t<h2 class=\"card__title h6\">\n\t\t\t\t\tHow to Prepare Your Service Team for Digital Labor: A Practical Guide\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\/03\/svc-agentforce-digital-guide-OG-img-1200x675-1.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\/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\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 class=\"alignfull 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\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Chapter_Header_clouds.webp); background-repeat: no-repeat; background-size: contain; display:block; max-height: 384px; max-width: 1024\"><\/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\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/butterfly_v2.webp); 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 class=\"wp-block-heading\" id=\"h-apply-ai-where-it-s-needed-most\">Apply AI where it&#8217;s needed most<\/h3>\n\n\n\n<p>Remember your first time behind the wheel? You didn\u2019t start on the motorway during rush hour. You likely began in an empty car park, mastering the basics before taking on more complex challenges. Choosing your first AI use case requires the same wisdom. Begin where you can build confidence, learn the fundamentals and create momentum for bigger journeys ahead.<\/p>\n\n\n\n<p>This is the difference between agent success and disappointment: your first use case. We&#8217;ve seen hundreds of organisations navigate this choice and those who select thoughtfully create momentum that transforms their entire business, <a href=\"http:\/\/www.salesforce.com\/blog\/agentic-ai-pilot-launch\">while others struggle<\/a> to get their second agent off the ground.<\/p>\n\n\n\n<p><strong>You don&#8217;t need to reinvent the wheel<\/strong>. Identify use cases that deliver immediate value and simultaneously build the foundation for broader transformation. This chapter will guide you through that process, removing the guesswork and setting you up for sustained success.<\/p>\n\n\n\n<h4 class=\"wp-block-heading agentic\" id=\"h-your-strategic-starting-point\">Your strategic starting point<\/h4>\n\n\n\n<p>Not all use cases are created equal. The art is to find that sweet spot where business value meets implementation feasibility, creating &#8220;credibility-building wins&#8221; that prove agentic AI&#8217;s value to your organisation.<\/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\">92%<\/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 service teams with AI say it reduces their cost<\/p>\n\t\t\t<p class=\"wp-block-salesforce-blog-stats__description\"><\/p>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n\n\n<p>When determining your first use case, 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 business goal will this address?<\/strong> Focus on use cases tied to measurable problems, not abstract possibilities.<\/li>\n\n\n\n<li><strong>What&#8217;s your organisation&#8217;s risk appetite? <\/strong>If you&#8217;re 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> Clear deployment plans prevent agents from becoming expensive demos.<\/li>\n<\/ol>\n\n\n\n<p>These questions might seem basic, but they&#8217;re where most organisations stumble. By getting clear answers up front, you&#8217;ll avoid the costly pivots that derail promising initiatives.<\/p>\n\n\n\n<div class=\"wp-block-columns roundcorners alignwide has-background is-layout-flex wp-container-core-columns-is-layout-9d6595d7 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 class=\"wp-block-heading\" id=\"h-how-we-did-it-1\">How we did it<\/h3>\n\n\n\n<p>Early in our Agentforce journey, we learnt firsthand that more isn\u2019t always better. In quickly deploying specialised agents, we ended up with more than 200 agents performing 550 tasks \u2014 which created confusion and fragmentation for employees.&nbsp;<\/p>\n\n\n\n<p>This experience, which we call \u201cagent sprawl,\u201d taught us the importance of prioritisation, unification and governance. We refocused on high-impact \u201cHero Agents\u201d consolidated disparate tools into fewer, high priority use cases. We benched underperforming agents and emphasised quality over quantity.&nbsp;<\/p>\n\n\n\n<p>Tackling agent sprawl shaped how we scale AI thoughtfully across the enterprise.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:1px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading agentic\" id=\"h-considerations-for-the-agentic-enterprise-0\">Considerations for the agentic enterprise<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Start with a small and focused use case<\/strong> and resist the urge to implement AI everywhere at once. Starting with one clear use case builds value over time, creating tangible and exciting proof points for broader adoption.<\/li>\n\n\n\n<li><strong>Structure your AI agent topics broadly<\/strong> rather than creating lots of narrow, similar options to help AI make faster, smarter decisions without second-guessing itself.<\/li>\n\n\n\n<li><strong>Start small and learn fast<\/strong>. Deploy agents to 5% to 10% of your traffic initially. That gives you real customer data while allowing you to monitor and adjust. Then consider applying to more traffic, but only after proving the agent can handle the volume responsibly.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading agentic\" id=\"h-indeed-s-quick-win-is-paying-off-in-the-long-term\">Indeed\u2019s quick win is paying off in the long term<\/h4>\n\n\n\n<p><strong>Jobs marketplace Indeed had a frustrating problem when employers tried to post jobs<\/strong>. They often got stuck dealing with basic issues like blurry uploaded documents or missing information, forcing employers to wait for human support to fix simple problems like a job description that was too short.<\/p>\n\n\n\n<p>To solve this, Indeed started small and focused, resisting the urge to implement AI everywhere at once. Instead, they chose one clear goal: help support teams handle employer verification and job-posting issues faster. They trained Agentforce to instantly spot problems with job postings, like overly long job titles or missing details. Agents didn\u2019t just explain what was wrong \u2014 they suggested fixes and even updated the posting in real time so employers could keep moving.<\/p>\n\n\n\n<p>Now, instead of being stuck answering basic questions, Indeed&#8217;s human team can focus on building real relationships with customers while supporting their ambitious goal to reduce hiring time by 50% and help more people find jobs faster. <a href=\"https:\/\/www.salesforce.com\/au\/customer-stories\/indeed\/\">Read the full Indeed story<\/a>.<\/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 img-object-fit\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Indeed Accelerates Job Matches with Agentforce | Salesforce\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/dqqaEaoJpm8?list=PLnobS_RgN7JY_KSSnuHYCGusBVx8AGeJg\" 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><figcaption class=\"wp-element-caption\">See how Indeed will speed up hiring with Agentforce\u2019s digital workforce<\/figcaption><\/figure>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading agentic\" id=\"h-travel-platform-engine-faced-a-costly-problem\">Travel platform Engine faced a costly problem<\/h4>\n\n\n\n<p>Engine\u2019s 150-person support team handled 530,000 requests a year, with simple cancellations eating up valuable time that could be spent helping customers with more complex travel changes.<\/p>\n\n\n\n<p>To tackle this, Engine partnered with Astound Digital and <strong>built their first AI agent in just 12 days<\/strong>, starting with customer cancellations, using a test-learn-and-scale approach. During implementation, they discovered that when AI has too many similar options, it gets confused. So, instead of creating separate topics for cancellations, upgrades and adding drivers, they simplified everything under broader topics like &#8220;car management&#8221; with multiple actions underneath. Structuring AI agent topics broadly rather than creating lots of narrow, similar options helps the AI make faster, smarter decisions without second-guessing itself.<\/p>\n\n\n\n<p>Now, Engine&#8217;s AI agent, Eva, handles cancellations autonomously in seconds, reducing average handle time by 15% and freeing up human agents to focus on complex requests while supporting Engine&#8217;s goal of 70% YoY growth without adding overhead. \u201cAgentforce enables our people to work more effectively,\u201d said Joshua Stern, director of go-to-market (GTM) systems at Engine. \u201cIt isn&#8217;t a replacement for them. It&#8217;s a way to maximise their efficiency so that they are not stuck doing repetitive tasks. The real power is how we use that data to create a holistic picture and offer the best support to customers. It\u2019s about meeting customers where they are.\u201d <a href=\"https:\/\/www.salesforce.com\/customer-stories\/engine\/\">Read the full Engine story<\/a>.<\/p>\n\n\n\n<div class=\"wp-block-group alignwide is-layout-flow wp-block-group-is-layout-flow\"><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><strong>The real power is how we use that data to create a holistic picture and offer the best support to customers. It\u2019s about meeting customers where they are.<\/strong><\/p>\n<cite>Joshua Stern<\/cite><\/blockquote>\n<span class=\"citation-role\">Director of GTM Systems, Engine<\/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%2Fau%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\"\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&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%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%2Fau%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\" https:\/\/www.salesforce.com\/au\/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\n\n\n<h4 class=\"wp-block-heading agentic\" id=\"h-the-use-case-selection-framework\">The use case selection framework<\/h4>\n\n\n\n<p>We&#8217;ve developed a practical framework that maps agentic AI opportunities along two critical dimensions: implementation complexity and business impact. This visual tool has helped hundreds of organisations prioritise their agentic AI investments with confidence.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d12af8f2ba0&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69d12af8f2ba0\" class=\"wp-block-image size-large wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"2720\" height=\"1946\" data-attachment-id=\"67723\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/agentic_ai_use_case_framework\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Agentic_AI_use_case_framework.png\" data-orig-size=\"2720,1946\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"Agentic_AI_use_case_framework\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Agentic_AI_use_case_framework.png?w=699\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Agentic_AI_use_case_framework.png?w=2720\" 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-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/blog\/wp-content\/uploads\/sites\/2\/2025\/07\/Agentic_AI_use_case_framework.png?w=2720\" alt=\"\" class=\"wp-image-67723\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Agentic_AI_use_case_framework.png 2720w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Agentic_AI_use_case_framework.png?w=699&amp;h=500 699w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Agentic_AI_use_case_framework.png?w=768&amp;h=549 768w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Agentic_AI_use_case_framework.png?w=1536&amp;h=1099 1536w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Agentic_AI_use_case_framework.png?w=2048&amp;h=1465 2048w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Agentic_AI_use_case_framework.png?w=150&amp;h=107 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\taria-label=\"Enlarge\"\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.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\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><br>Taking a look at the above graphic, from bottom left, clockwise, the tool features:<\/p>\n\n\n\n<p><strong>Quick wins<\/strong> (low complexity, focused impact)<br>Best for organisations beginning their agentic journey. These use cases leverage existing data, involve limited stakeholders and deliver clear, measurable outcomes. Example: an internal agent handling employee HR questions and onboarding workflows.<\/p>\n\n\n\n<p><strong>Scaling capabilities<\/strong> (low complexity, broad impact)<br>Perfect for organisations with established data foundations. These use cases leverage existing infrastructure but affect multiple departments or customer touchpoints. Example: customer service agents handling product enquiries across all business units or sales development representatives qualifying leads across different geographic regions.<\/p>\n\n\n\n<p><strong>Strategic foundations<\/strong> (high complexity, focused impact)<br>Ideal for organisations with AI experience ready to invest in infrastructure. These require significant data integration but deliver clear, transformative outcomes. Example: an intelligent underwriting agent that integrates medical records, credit histories and risk assessments to automate insurance approvals.<\/p>\n\n\n\n<p><strong>Transformational initiatives<\/strong> (high complexity, broad impact)<br>Reserved for organisations with mature AI capabilities and strong executive sponsorship. These initiatives require substantial resources but can fundamentally reshape business models. Example: an autonomous procurement agent that negotiates contracts, manages vendor relationships and optimises supply chains.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-a-3-step-framework-for-implementation-success\">A 3-step framework for implementation success<\/h3>\n\n\n\n<p>By now you know how important use case selection is to success. From our work with customers, we\u2019ve developed a quick three-step process to help your implementation team choose a use case.<\/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-9d6595d7 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 class=\"wp-block-heading\" id=\"h-step-1-opportunity-discovery\">Step 1: Opportunity discovery<\/h5>\n\n\n\n<p>Bring together a cross-functional team to brainstorm potential use cases. Look for pain points, bottlenecks or routine tasks that prevent your teams from focusing on strategic work.<\/p>\n\n\n\n<h5 class=\"wp-block-heading\" id=\"h-step-2-matrix-mapping\">Step 2: Matrix mapping<\/h5>\n\n\n\n<p>Plot each opportunity on the framework matrix, honestly assessing both complexity and impact. This visual exercise often reveals surprising insights about which initiatives deserve priority.<\/p>\n\n\n\n<h5 class=\"wp-block-heading\" id=\"h-step-3-strategic-sequencing\">Step 3: Strategic sequencing<\/h5>\n\n\n\n<p>Create a roadmap showing how you&#8217;ll progress from initial implementations to more transformative applications. This long-term view helps justify investments and maintain momentum.<\/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 class=\"wp-block-heading\" id=\"h-measuring-what-matters\">Measuring what matters<\/h3>\n\n\n\n<p>Success requires more than good intentions \u2014 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>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<h3 class=\"wp-block-heading\" id=\"h-plan-for-both-leading-and-lagging-indicators\">Plan for both leading and lagging indicators<\/h3>\n\n\n\n<p>Some benefits may take time to materialise, especially those tied to longer business cycles. For example, Salesforce&#8217;s <a href=\"https:\/\/www.salesforce.com\/au\/blog\/agentforce-web-experience\/\">web agent<\/a> is designed to send more qualified leads to sales and handle general enquiries, but evaluating lead quality requires tracking whether pipeline is created faster or deals close faster. These metrics can take months to validate.<\/p>\n\n\n\n<p>In these cases, identify both your long-term goals and the leading indicators that signal you&#8217;re on the right track. Early signals might include engagement rates, escalation patterns or preliminary feedback scores that suggest the desired outcomes are developing, even before final results are measurable.<\/p>\n\n\n\n<p>Remember: Your first agent implementation will help to prove the value of agentic AI as well as solve the immediate problem. Choose metrics that tell a compelling story about agentic AI&#8217;s potential for your organisation and balance quick wins with patience for longer-term impact.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-try-this-activity-select-the-right-use-case\">Try this activity: Select the right use case<\/h3>\n\n\n\n<p>Now it&#8217;s time to apply these principles to your organisation. This collaborative exercise works best with a diverse team representing different perspectives across your business.<\/p>\n\n\n\n<p><strong>Preparation<\/strong>: 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 prioritisation.<\/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-9d6595d7 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><strong>Step 1: Opportunity brainstorming <\/strong>\u2014 Each participant identifies two to three potential use cases from their domain. Capture:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Use case description and primary business function<\/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<p><strong>Step 2: Framework mapping<\/strong> \u2014 Plot all opportunities on the use-case matrix (download below). Discuss placement until you reach consensus.<\/p>\n\n\n\n<p><strong>Step 3: Prioritisation and sequencing<\/strong> \u2014 Select three to five use cases for immediate consideration based on your organisation&#8217;s maturity and goals. Create a sequenced roadmap showing how you&#8217;ll progress from initial implementations to more ambitious applications.<\/p>\n\n\n\n<p><strong>Step 4: Action planning<\/strong> \u2014 For your top-priority use case, define:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Success criteria 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 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 Resources\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-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading\" id=\"h-download-our-use-case-selection-worksheet\">Download our use case selection worksheet<\/h2>\n\n\n\n<p>Fill in this worksheet with your team to align on your first AI use case.<\/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\/2025\/07\/Use_Case_Prioritization_Framework.pdf?d=AAPC3\" target=\"_blank\" rel=\" 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=\"3000\" height=\"1688\" data-attachment-id=\"67724\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/transforming_with_agentic-ai-use_case_prioritization_framework\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Use_Case_Prioritization_Framework.png\" data-orig-size=\"3000,1688\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"Transforming_With_Agentic AI-Use_Case_Prioritization_Framework\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Use_Case_Prioritization_Framework.png?w=889\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Use_Case_Prioritization_Framework.png?w=3000\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Use_Case_Prioritization_Framework.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-67724\" style=\"aspect-ratio:16\/9;object-fit:cover\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Use_Case_Prioritization_Framework.png 3000w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Use_Case_Prioritization_Framework.png?w=889&amp;h=500 889w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Use_Case_Prioritization_Framework.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Use_Case_Prioritization_Framework.png?w=1536&amp;h=864 1536w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Use_Case_Prioritization_Framework.png?w=2048&amp;h=1152 2048w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Use_Case_Prioritization_Framework.png?w=150&amp;h=84 150w\" sizes=\"auto, (max-width: 3000px) 100vw, 3000px\" \/><\/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\/au\/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\/au\/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\/au\/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:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"alignfull 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\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Chapter_Header_clouds.webp); background-repeat: no-repeat; background-size: contain; display:block; max-height: 384px; max-width: 1024\"><\/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\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/butterfly_v2.webp); 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\">Create business processes that <em>think<\/em><\/h2>\n\t\t\t<\/div>\n\n\t<\/div>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-from-automation-to-intelligent-workflows-that-adapt\">From automation to intelligent workflows that adapt<\/h3>\n\n\n\n<p>Remember when driving somewhere meant printing directions and hoping for the best? Miss one turn or hit unexpected road construction and you\u2019re lost! Today\u2019s GPS adapts in real time, giving you directions and routeing around problems when the original path is blocked. That\u2019s the difference between traditional automation and intelligent workflows: One follows rigid instructions and the other focuses on getting you to your final destination.<\/p>\n\n\n\n<p>While traditional automation has delivered significant efficiency gains, it has a fundamental limitation: It can&#8217;t adapt to changing circumstances or unique scenarios without human intervention. Agentic AI is designed to adapt, with dynamic learning systems that can reason, plan and help us to evolve how we approach business processes.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d12af902b79&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69d12af902b79\" class=\"wp-block-image size-large wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"2720\" height=\"1289\" data-attachment-id=\"67725\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/automated_to_agentic\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Automated_to_Agentic.png\" data-orig-size=\"2720,1289\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"Automated_to_Agentic\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Automated_to_Agentic.png?w=1055\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Automated_to_Agentic.png?w=2720\" 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-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/blog\/wp-content\/uploads\/sites\/2\/2025\/07\/Automated_to_Agentic.png?w=2720\" alt=\"\" class=\"wp-image-67725\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Automated_to_Agentic.png 2720w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Automated_to_Agentic.png?w=1055&amp;h=500 1055w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Automated_to_Agentic.png?w=768&amp;h=364 768w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Automated_to_Agentic.png?w=1536&amp;h=728 1536w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Automated_to_Agentic.png?w=2048&amp;h=971 2048w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Automated_to_Agentic.png?w=150&amp;h=71 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\taria-label=\"Enlarge\"\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.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\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><\/p>\n\n\n\n<p>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>Consider the traditional approach to a customer service interaction.<\/p>\n\n\n\n<p><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><strong>Outcome-driven<\/strong>: An agent understands a customer&#8217;s request and automatically asks further questions, pulls documents and takes action to resolve the situation.<\/p>\n\n\n\n<p>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 class=\"wp-block-heading\" id=\"h-how-ai-agents-reason\">How AI agents reason<\/h3>\n\n\n\n<p>AI agents can reason dynamically in response to real-time data and context, similar to humans in many ways. However, there&#8217;s a key difference: AI agents operate deterministically \u2014 given the same inputs, they&#8217;ll produce the same outputs every time. While you can improve an agent&#8217;s performance by updating its training data, instructions or the underlying model, the agent itself doesn&#8217;t learn from individual interactions the way humans do. Each interaction is processed independently based on the agent&#8217;s current configuration.<\/p>\n\n\n\n<h4 class=\"wp-block-heading agentic\" id=\"h-core-steps-of-ai-reasoning\">Core steps of AI reasoning<\/h4>\n\n\n\n<p>To understand how this works in practice, let&#8217;s explore the fundamental steps that enable agentic AI to reason.<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Understanding<\/strong>: Agents gather and interpret data from relevant sources, using context to comprehend the problem or request at hand.<\/li>\n\n\n\n<li><strong>Reasoning<\/strong>: Agents process the information using large language models (LLMs) to analyse context, evaluate options and make informed decisions about the best course of action.<\/li>\n\n\n\n<li><strong>Planning<\/strong>: Based on their analysis, agents develop structured plans to achieve the desired objective, considering available resources and constraints.<\/li>\n\n\n\n<li><strong>Co-ordination<\/strong>: Agents communicate their plans with users or systems to ensure agreement and promote collaborative decision-making.<\/li>\n\n\n\n<li><strong>Acting<\/strong>: Agents implement their plan and execute the necessary actions across relevant systems or interfaces.<\/li>\n\n\n\n<li><strong>Adaptation<\/strong>: Agents assess outcomes and can incorporate feedback to improve future performance when their instructions or underlying data are updated.<\/li>\n<\/ol>\n\n\n\n<p>This six-step reasoning process \u2014 from understanding to adaptation \u2014 transforms from abstract capability to real-world business impact when applied thoughtfully to our customers\u2019 challenges.<\/p>\n\n\n\n<div class=\"wp-block-columns roundcorners alignwide has-background is-layout-flex wp-container-core-columns-is-layout-9d6595d7 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 class=\"wp-block-heading\" id=\"h-how-we-did-it-2\">How we did it<\/h3>\n\n\n\n<p>When we first launched our customer support agent, we implemented overly restrictive guardrails \u2014 instructing it not to discuss competitors. This backfired when customers asked legitimate questions about integrations, like Microsoft Teams and the agent refused to help.&nbsp;<\/p>\n\n\n\n<p>The misstep taught us a crucial lesson: Agents perform best when you focus on what they should achieve, not how they do it. By replacing rigid rules with a simple guiding principle \u2014 act in the best interest of Salesforce and our customers \u2014 we unlocked the agent\u2019s reasoning capabilities, enabling it to deliver smarter, more helpful responses and ultimately driving higher adoption and trust.<\/p>\n\n\n\n<p>We also learnt that agents deliver the most value when they meet employees and customers where they already operate. By embedding agents directly into tools like Slack, CRM, web and email, we eliminate context switching, speed access to information and streamline routine processes \u2014 making tasks like quote creation 75% faster and executive brief generation 98% faster. Integrating agents this way also drives adoption and trust: 86% of employees use agents in Slack alone and daily AI users report an 81% boost in job satisfaction.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:1px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-considerations-for-the-agentic-enterprise-1\">Considerations for the agentic enterprise<\/h3>\n\n\n\n<ul 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&#8217;t 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. Just like your human workforce, you want your digital labour to get smarter, not stay static.<\/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&#8217;ll 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<\/ul>\n\n\n\n<p>To learn how reasoning capabilities work in practice, consider how healthcare provider Precina is applying agentic AI to one of medicine&#8217;s most complex care challenges. Then, read how Absa is effectively implementing adaptive workflows.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-precina-s-agent-first-approach-to-transforming-diabetes-care\">Precina\u2019s agent-first approach to transforming diabetes care<\/h3>\n\n\n\n<p><strong>Precina faced a healthcare challenge that seemed impossible<\/strong>. They had an ambitious goal to transform diabetes care from patients seeing their doctor every few months to providing personalised, daily support that could actually change lives. Traditional healthcare workflows were rigid, allowing patients to receive care every 90 days, but the real work of managing diabetes happens every day between visits.<\/p>\n\n\n\n<p>To solve this, Precina built intelligent workflows with Agentforce that could adapt to each patient&#8217;s unique needs, with AI handling routine therapeutic interventions while clinicians focused on complex cases requiring human judgement and empathy. Their pilot programme created clear handoff points between AI and humans, allowing the system to reason through daily patient interactions and escalate appropriately.<\/p>\n\n\n\n<p>Results from their pilot were promising. In just 12 weeks, 50 patients in rural Louisiana saw their A1C levels drop to 6.4% from 9.6% \u2014 three times better than traditional annual improvements \u2014 while saving an estimated $80,000 every year for every 5,000 patients.<\/p>\n\n\n\n<p>&#8220;In my lifetime, I want to help a billion people improve their health and have a better life because of the work we&#8217;re doing,&#8221; said John Oberg, CEO of Precina. &#8220;With Agentforce, that dream of helping a billion people is a reality.&#8221;<\/p>\n\n\n\n<p>Watch the video below to learn more about their transformation and <a href=\"https:\/\/www.salesforce.com\/customer-stories\/precina\/\">go deeper<\/a> into Precina&#8217;s complete agent-first approach.<\/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 img-object-fit\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Precina Aims To Save More Lives With Agentforce | Salesforce\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/e_vQ817UlQo?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><figcaption class=\"wp-element-caption\">See how Precina aims to save more lives with Agentforce<\/figcaption><\/figure>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading agentic\" id=\"h-absa-group-blazes-new-trails-in-agent-first-banking-with-agentforce\"><strong>Absa Group blazes new trails in agent-first banking with Agentforce<\/strong><\/h4>\n\n\n\n<p><strong>Absa faced a scaling challenge.<\/strong> Their menu-driven chatbot could only handle simple questions from their 10 million customers across 15 African countries. That left customers confused about which of the dozens of business banking products fit their needs, potentially leading to them applying for wrong loan types.<\/p>\n\n\n\n<p>To solve this, Absa deployed Agentforce to provide personalised, real-time assistance that understands conversational requests, asks follow-up questions to uncover customer needs and delivers precise guidance. Built on their unified Salesforce platform with Data Cloud, Agentforce taps into customer profiles, financial accounts and interaction history to explain product details in plain language and guide customers step by step through applications.Now Agentforce expects to double the impact of Absa&#8217;s 5,000 contact centre reps, resolve charge disputes 88% faster and automatically handle 50% of fraud cases. By making AI a seamless part of every interaction, Absa is opening doors of financial empowerment across Africa. <a href=\"https:\/\/www.salesforce.com\/customer-stories\/absa-group\/\">Read more about the Absa story here.<\/a><\/p>\n\n\n\n<h4 class=\"wp-block-heading agentic\" id=\"h-anticipate-technical-challenges\">Anticipate technical challenges<\/h4>\n\n\n\n<p>Implementing agentic processes comes with technical challenges \u2014 integration, governance and resource requirements are a few we\u2019ve experienced ourselves. Consider addressing named 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>: Strong measures to protect data with granular access controls and monitoring.<\/li>\n<\/ol>\n\n\n\n<h4 class=\"wp-block-heading agentic\" id=\"h-shift-your-thinking-from-steps-to-outcomes\">Shift your thinking from steps to outcomes<\/h4>\n\n\n\n<p>The most fundamental change required for implementing intelligent workflows is shifting your thinking from &#8220;What steps do we follow?&#8221; to &#8220;What outcome are we trying to achieve?&#8221;<\/p>\n\n\n\n<p>To make this shift in your organisation, complete the following worksheet activity to reimagine a critical business process around outcomes rather than procedures.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<h4 class=\"wp-block-heading agentic\" id=\"h-try-this-activity-design-outcome-focused-workflows\">Try this activity: Design outcome-focused workflows<\/h4>\n\n\n\n<p>To help you reimagine your business processes around outcomes rather than procedures, we&#8217;ve created the Outcome-Focused Workflows activity. This guides you through the essential steps of creating business processes that think.<\/p>\n\n\n\n<p>Complete these statements.<\/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-9d6595d7 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<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]<br><\/li>\n\n\n\n<li><strong>The agent will select an action using the following parameters:<\/strong> [Define decision criteria]<br><\/li>\n\n\n\n<li><strong>The agent will learn and improve over time with help from:<\/strong> [Describe feedback mechanisms]<\/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 Resources\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-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading\" id=\"h-download-our-outcome-focused-workflows-worksheet\">Download our Outcome-Focused Workflows worksheet<\/h2>\n\n\n\n<p>Use this worksheet to design intelligent business workflows.<\/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\/2025\/07\/Design_Outcome-Focused_Workflows.pdf?d=AAPC4\" target=\"_blank\" rel=\" 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=\"3000\" height=\"1688\" data-attachment-id=\"67726\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/transforming_with_agentic-ai-design_outcome-focused_workflows\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Design_Outcome-Focused_Workflows.png\" data-orig-size=\"3000,1688\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"Transforming_With_Agentic AI-Design_Outcome-Focused_Workflows\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Design_Outcome-Focused_Workflows.png?w=889\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Design_Outcome-Focused_Workflows.png?w=3000\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Design_Outcome-Focused_Workflows.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-67726\" style=\"aspect-ratio:16\/9;object-fit:cover\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Design_Outcome-Focused_Workflows.png 3000w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Design_Outcome-Focused_Workflows.png?w=889&amp;h=500 889w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Design_Outcome-Focused_Workflows.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Design_Outcome-Focused_Workflows.png?w=1536&amp;h=864 1536w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Design_Outcome-Focused_Workflows.png?w=2048&amp;h=1152 2048w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Design_Outcome-Focused_Workflows.png?w=150&amp;h=84 150w\" sizes=\"auto, (max-width: 3000px) 100vw, 3000px\" \/><\/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\t\t\t\t\t<span class=\"card__meta__type\">Read<\/span>\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\/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 Handing Off To Humans 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\/au\/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-au\/wp-content\/uploads\/sites\/12\/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\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 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\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Chapter_Header_clouds.webp); background-repeat: no-repeat; background-size: contain; display:block; max-height: 384px; max-width: 1024\"><\/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\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/butterfly_v2.webp); 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 class=\"wp-block-heading\" id=\"h-turn-your-data-into-a-competitive-advantage\">Turn your data into a competitive advantage<\/h3>\n\n\n\n<p>Think of your organisation&#8217;s data as a vast, sprawling library accumulated over decades \u2014 some books meticulously catalogued and shelved, others scattered in dusty boxes and still others written in languages few can read. Just as a world-class librarian doesn&#8217;t simply throw all books onto shelves and hope scholars find what they need, creating a comprehensive data foundation for AI agents requires the same thoughtful preparation and intentional organisation.<\/p>\n\n\n\n<p>Agentic success means providing access to clean, reliable data \u2014 both structured data like patient records or transaction details and unstructured data like video files or social media posts. But simply having access isn&#8217;t enough. The quality of agents\u2019 work depends heavily on how accurately they can find and use the right information.<\/p>\n\n\n\n<p>This is where <a href=\"https:\/\/www.salesforce.com\/blog\/design-what-is-ontology\/\">ontology<\/a> \u2014 the structured map of how information relates \u2014 becomes crucial. Just as a master librarian understands not only where each book is shelved but also how every concept within connects to others across the entire collection, your AI agents need a rich understanding of how your customer data relates to your product information, sales processes and broader business outcomes. Without this metadata framework, even the most advanced AI is like a speed-reader in a library with no organisational system, capable of finding individual facts but unable to generate the meaningful, contextual insights that increase real value.<\/p>\n\n\n\n<h3 class=\"wp-block-heading is-style-default\" id=\"h-where-to-start-a-unified-knowledge-foundation\">Where to start: A unified knowledge foundation<\/h3>\n\n\n\n<p>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 class=\"wp-block-heading agentic\" id=\"h-structured-data-preparation\">Structured data preparation:<\/h4>\n\n\n\n<p>While structured data (information organised in tables, databases or spreadsheets) is typically better managed in organisations, challenges remain in enabling AI models to understand rows and columns effectively. The <a href=\"https:\/\/www.salesforce.com\/blog\/text-to-sql-agent\/\">&#8220;text-to-SQL&#8221;<\/a> task \u2014 translating natural language questions into database queries \u2014 requires specific preparation:<\/p>\n\n\n\n<ol class=\"wp-block-list smaller-text\">\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., &#8220;customer_id&#8221; links to &#8220;Customer records in CRM system&#8221;)<\/li>\n\n\n\n<li><strong>Query patterns<\/strong>: Document common query patterns your business uses to answer specific questions (e.g., &#8220;How do we typically calculate customer lifetime value?&#8221; or &#8220;What data points indicate churn risk?&#8221;)<\/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<div class=\"is-style-default 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\">90%<\/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 the estimated 400 billion terabytes of global data will be unstructured by the year 2028<\/p>\n\t\t\t<p class=\"wp-block-salesforce-blog-stats__description\">Source: IDC<\/p>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n\n\n<h4 class=\"wp-block-heading agentic\" id=\"h-unstructured-data-preparation\">Unstructured data preparation:<\/h4>\n\n\n\n<p>IDC <a href=\"https:\/\/www.infoworld.com\/article\/3610649\/understanding-unstructured-data-in-the-context-of-ai.html\">predicts<\/a> that by 2028, 90% of the estimated 400 billion terabytes of global data will be unstructured, creating massive headaches for IT departments. Unstructured data (PDFs, images, videos, emails, chat transcripts) 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<h4 class=\"wp-block-heading agentic\" id=\"h-connecting-data-sources\">Connecting data sources:<\/h4>\n\n\n\n<p>Creating a unified knowledge foundation requires connecting these structured and unstructured data sources effectively. To do this, a number of methods are typically used, including:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>API-first approach<\/strong>: Developing standardised APIs for accessing structured and unstructured data, ensuring consistent data retrieval methods across all systems<\/li>\n\n\n\n<li><strong>Embedding strategies<\/strong>: Implementing consistent vector embedding approaches across data types to convert all data \u2014 text documents, images or database records \u2014 into a common &#8220;language&#8221; that AI can understand and compare. Embeddings convert text, documents and data into numerical patterns that help AI agents understand meaning and find related content<\/li>\n\n\n\n<li><strong>Integration patterns<\/strong>: Establishing clear, repeatable patterns for connecting data across systems, including real-time synchronisation protocols and data transformation rules<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-columns roundcorners alignwide has-background is-layout-flex wp-container-core-columns-is-layout-9d6595d7 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 class=\"wp-block-heading\" id=\"h-how-we-did-it-3\">How we did it<\/h3>\n\n\n\n<p>Early in deployment, our SDR Agent struggled to deliver personalised, effective emails, responding \u201cI don\u2019t know\u201d up to 30% of the time. We realised that without clean, integrated and context-rich data, even the smartest agent couldn\u2019t perform.&nbsp;<\/p>\n\n\n\n<p>To fix this, we integrated Data 360 and enabled retrieval-augmented generation (RAG), giving the agent access to structured and unstructured information \u2014 including pricing pages, messaging guidelines, product specifications and internal sales content. We also built feedback loops: a quality assessment tool measured personalisation, tone and clarity, while a specialised internal agent provided coaching and improvement suggestions.&nbsp;<\/p>\n\n\n\n<p>With these steps, the SDR Agent could learn continuously, self-correct and deliver more nuanced, human-like interactions. As a result, failure rates dropped from 30% to under 10% and emails became far more personalised and effective.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:1px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-considerations-for-the-agentic-enterprise-2\">Considerations for the agentic enterprise<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Invest in semantic organisation<\/strong> and unified data foundations from the start; otherwise, your agents can find individual facts but can&#8217;t generate the meaningful insights that influence real value.<\/li>\n\n\n\n<li><strong>Ensure data quality across every department <\/strong>as your agent is only as good as your content. If your data&#8217; a mess, your agent will be confused. Be especially vigilant for content collisions, where multiple articles say different things about the same topic.<\/li>\n\n\n\n<li><strong>Use decades of past decisions and outcomes<\/strong> to train your agents rather than starting from scratch; otherwise, you&#8217;ll miss the institutional knowledge that can dramatically improve decision quality.<\/li>\n\n\n\n<li><strong>Build data foundations<\/strong> that can support broader use cases than your first implementation; otherwise, you&#8217;ll limit the unexpected value that clean, connected data can bring.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-big-brothers-big-sisters-of-america-makes-lifelong-matches-with-agentforce\">Big Brothers Big Sisters of America makes lifelong matches with Agentforce<\/h3>\n\n\n\n<p><strong>Big Brothers Big Sisters of America (BBBSA) faced a data challenge<\/strong>. With over 30,000 young people on the Big Brothers Big Sisters BBBS wait list 30,000 children waiting up to four years for mentors, BBBS\u2019s match specialists were overwhelmed by unstructured free-text data from applications and interviews, making it nearly impossible to identify optimal pairings quickly.<\/p>\n\n\n\n<p>To solve this, the mentoring network built their &#8220;Matchforce&#8221; platform on Salesforce and used Agentforce with Data Cloud to extract insights from decades of matching data, analysing similarities in location, interests, family history and preferences to generate compatibility scores and predict match duration. They transformed scattered text into viable recommendations that specialists can filter by radii and compatibility scores.<\/p>\n\n\n\n<div class=\"wp-block-group alignwide is-layout-flow wp-block-group-is-layout-flow\"><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><strong>Every day matters that a child doesn\u2019t have a mentor and we expect with Agentforce to be able to cut that time in half.<\/strong><\/p>\n<cite>Travis Gibson<\/cite><\/blockquote>\n<span class=\"citation-role\">CTO, Big Brothers Big Sisters of America<\/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%2Fau%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\"\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&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%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%2Fau%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\" https:\/\/www.salesforce.com\/au\/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\n\n\n<p>Now BBBSA expects to cut matching time in half while improving quality and reducing the average cost per match, helping more youth find life-changing mentors faster.<\/p>\n\n\n\n<p>\u201cWe\u2019re trying to reach more young people and we\u2019re trying to do it faster. But we also need to make sure the quality of matches increases,\u201d says Travis Gibson, CTO of BBBSA. \u201cAgentforce is helping streamline our process and elevate our match recommendations at a rate humans just can\u2019t do. Every day matters that a child hasn&#8217;t got a mentor and we expect with Agentforce to be able to cut that time in half.\u201d Read more about the Big Brothers Big Sisters of America <a href=\"https:\/\/www.salesforce.com\/customer-stories\/big-brothers-big-sisters-of-america\/\" target=\"_blank\" rel=\" noopener\">Agentforce Story<\/a>.<\/p>\n\n\n\n<figure class=\"wp-block-embed aligncenter is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio img-object-fit\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Agentforce Makes Lifelong Matches for BBBSA | Salesforce\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/h3TNY35rM7c?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><figcaption class=\"wp-element-caption\">See how Agentforce makes lifelong matches for BBBSA.<\/figcaption><\/figure>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-good360-faced-a-critical-data-matching-challenge\">Good360 faced a critical data matching challenge<\/h3>\n\n\n\n<p>With only two employees co-ordinating disaster-related donations, disaster recovery charity <strong>Good360 had to manually <strong>search through their database of<\/strong><\/strong> <strong>tens of thousands of non-profit partners<\/strong>, calculate delivering distances and verify needs. This tedious process constrained their ability to accept donations when every second counts in disaster recovery.<\/p>\n\n\n\n<p>To solve this, Good360 built a resource-matching agent powered by Data Cloud that harmonises data from Non-profit Cloud and NetSuite, instantly analysing donor, partner non-profit, community and logistics data to generate curated match lists.<\/p>\n\n\n\n<p>Their clean, well-organised data foundation became their competitive advantage \u2014 and the key to their Agentforce implementation. When searching for tents during the 2025 California wildfires, the agent not only found tents but also surfaced work boots, recognising additional needs they hadn&#8217;t considered.<\/p>\n\n\n\n<p>Now Good360 expects to route disaster donations 3 times faster while saving more than 1,000 hours annually and reducing their carbon footprint by 20%. Read more about <a href=\"https:\/\/www.salesforce.com\/au\/customer-stories\/good360\/\">how Good360 is finding success<\/a> with Agentforce.<\/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 img-object-fit\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Good360 Uses AI Agents to Aid in Disaster Response or Recovery I Salesforce\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/Z40Twv_baqE?start=17&#038;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><figcaption class=\"wp-element-caption\">See how Good360 Uses AI Agents to Aid in Disaster Response and Recovery<\/figcaption><\/figure>\n\n\n\n<p><em>See how Good360 Uses AI Agents to Aid in Disaster Response and Recovery<\/em><\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-governance-and-trust\">Governance and trust<\/h3>\n\n\n\n<p>For AI agents to work at scale, they need secure connections with enterprise data and unified governance to manage their access, similar to how you control employee access. Here\u2019s what to keep in mind in establishing governance systems for AI agents in your business.<\/p>\n\n\n\n<p><strong>Data access controls<\/strong>: Implement the following governance measures:<\/p>\n\n\n\n<ol class=\"wp-block-list indent-li-agentic\">\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><strong>Privacy safeguards<\/strong>: Ensure appropriate privacy protections:<\/p>\n\n\n\n<ol class=\"wp-block-list indent-li-agentic\">\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><strong>Security measures<\/strong>: Implement these security best practices:<\/p>\n\n\n\n<ol class=\"wp-block-list indent-li-agentic\">\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 class=\"wp-block-heading\" id=\"h-data-quality-imperatives\">Data quality imperatives<\/h3>\n\n\n\n<p>Data quality has always been important, but agentic AI raises the stakes significantly. Poor data quality doesn&#8217;t just create inefficiencies \u2014 it can lead to AI agents making actively harmful recommendations or decisions. The more grounded and reliable, the better! Use the following checklist when considering your agentic AI data strategy.<\/p>\n\n\n\n<div class=\"wp-block-group has-CL-2-gradient-background has-background is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-salesforce-blog-chapter-checklist\">\n\t<header class=\"wp-block-salesforce-blog-chapter-checklist__header\">\n\t\t<h2 class=\"wp-block-salesforce-blog-chapter-checklist__headline h3\">\n\t\t\tKey data quality dimensions:\t\t<\/h2>\n\t\t\t<\/header>\n\n\t<div class=\"wp-block-salesforce-blog-chapter-checklist__content\">\n\t\t\t\t\t<ul>\n\t\t\t\t\n\n<li>Completeness: Ensure your records include all necessary data fields.<\/li>\n\n\n\n<li>Timeliness: Verify data represents the current state and is updated regularly.<\/li>\n\n\n\n<li>Validity: Confirm data follows governance rules, constraints and guidelines.<\/li>\n\n\n\n<li>Accuracy: Regularly update data from trusted sources to maintain accuracy.<\/li>\n\n\n\n<li>Consistency: Apply data formatting standards across all sources<\/li>\n\n\n\n<li>Reliability: Monitor data quality and consistency over time<\/li>\n\n\t\t\t<\/ul>\n\t\t\t<\/div>\n\n<\/div>\n\n<\/div>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><strong>Remember: In the agentic AI era, the quality of your data determines the quality of your outcomes.<\/strong> By investing in a comprehensive data strategy, you&#8217;re not just improving your agents \u2014 you&#8217;re building a foundation for sustainable competitive advantage.<\/p>\n\n\n\n<h4 class=\"wp-block-heading agentic\" id=\"h-try-this-activity-score-essential-data-sources\">Try this activity: Score essential data sources<\/h4>\n\n\n\n<p>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-9d6595d7 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><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><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><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 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-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading\" id=\"h-download-our-essential-data-sources-worksheet\"><strong>Download our Essential Data Sources worksheet<\/strong><\/h2>\n\n\n\n<p>For each data source your agents will need, score its readiness from 1 (needs significant improvement) to 3 (well established). Identify an action to prepare this data for implementing AI agents and assign an accountability owner.<\/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\/2025\/07\/Score_Essential_Data_Sources.pdf?d=AAPC5\" target=\"_blank\" rel=\" 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=\"3000\" height=\"1688\" data-attachment-id=\"67727\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/transforming_with_agentic-ai-score_essential_data_sources\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Score_Essential_Data_Sources.png\" data-orig-size=\"3000,1688\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"Transforming_With_Agentic AI-Score_Essential_Data_Sources\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Score_Essential_Data_Sources.png?w=889\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Score_Essential_Data_Sources.png?w=3000\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Score_Essential_Data_Sources.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-67727\" style=\"aspect-ratio:16\/9;object-fit:cover\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Score_Essential_Data_Sources.png 3000w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Score_Essential_Data_Sources.png?w=889&amp;h=500 889w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Score_Essential_Data_Sources.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Score_Essential_Data_Sources.png?w=1536&amp;h=864 1536w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Score_Essential_Data_Sources.png?w=2048&amp;h=1152 2048w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Score_Essential_Data_Sources.png?w=150&amp;h=84 150w\" sizes=\"auto, (max-width: 3000px) 100vw, 3000px\" \/><\/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\/au\/crm\/what-is-crm\/\" target=\"_blank\" class=\"card__link\">\n\t\t\t\t<h2 class=\"card__title h6\">\n\t\t\t\t\tWhat Is CRM (Customer Relationship Management)\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-au\/wp-content\/uploads\/sites\/12\/2024\/07\/crm-og-image.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\/au\/artificial-intelligence\/trusted-ai\/\" target=\"_blank\" class=\"card__link\">\n\t\t\t\t<h2 class=\"card__title h6\">\n\t\t\t\t\tTrusted AI: The Einstein Trust Layer\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-au\/wp-content\/uploads\/sites\/12\/2023\/10\/og-image-artifical-intelligence-trust-layer-1-1.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\/au\/blog\/data-foundation\/\" target=\"_blank\" class=\"card__link\">\n\t\t\t\t<h2 class=\"card__title h6\">\n\t\t\t\t\tHow to Set Up a Data Foundation for Customer-Driven Relationships and AI Agents\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\/au\/blog\/wp-content\/uploads\/sites\/4\/2024\/09\/Customer-Driven-Relationships2.png\" 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 alignfull wp-block-salesforce-blog-chapter-title\">\n\t<div id=\"chapter-6\" 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\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Chapter_Header_clouds.webp); background-repeat: no-repeat; background-size: contain; display:block; max-height: 384px; max-width: 1024\"><\/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\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/butterfly_v2.webp); 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 6<\/h2>\n\t\t\t\t<h2 class=\"wp-block-salesforce-blog-chapter-title__subtitle\">Elevate Teams With Humans and Agents Together<\/h2>\n\t\t\t<\/div>\n\n\t<\/div>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-the-dual-dividend-empowered-people-delighted-customers\">The dual dividend: Empowered people, delighted customers<\/h3>\n\n\n\n<p>An outstanding symphony doesn\u2019t replace musicians with technology \u2014 it gives them better instruments. The violinist still brings passion and interpretation, but now they\u2019re playing a Stradivarius \u2014 a legendary instrument known for its richness and clarity, making every note more powerful and expressive. In the same way, AI agents don\u2019t replace your people. They become precision instruments that amplify human creativity, empathy and strategic thinking to create experiences your customers will never forget.<\/p>\n\n\n\n<p>When done right, agentic AI delivers the &#8220;dual dividend&#8221; \u2014 simultaneously unlocking the human potential of your employees while transforming your customers\u2019 experiences. This is the essence of digital labour: Rather than choosing between efficiency and empathy, two value drivers of excellent customer experience, digital labour allows us to amplify both by creating a seamless alliance between human expertise and AI capabilities.<\/p>\n\n\n\n<p>Companies that grasp this duality don&#8217;t just automate processes \u2014 they redesign entire business relationships, creating value for customers while elevating their human workforce to more strategic, fulfilling roles. While it hasn\u2019t been easy, at Salesforce we\u2019re proud of what we&#8217;ve learnt about increasing customer loyalty and human potential.<\/p>\n\n\n\n<div class=\"wp-block-columns roundcorners alignwide has-background is-layout-flex wp-container-core-columns-is-layout-9d6595d7 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 class=\"wp-block-heading\" id=\"h-how-we-did-it-4\">How we did it<\/h3>\n\n\n\n<p>The power of this dual approach extends beyond individual customer interactions. At Salesforce, we recently leveraged Agentforce to transform our help site into an agent-first experience, moving from reactive support to proactive success.<\/p>\n\n\n\n<p>&#8220;Six months ago, our help portal was typical \u2014 documentation, search bars, frustration for our customers,&#8221; explained Bernard Slowey, senior vice president of digital success and team leader for the project. &#8220;Today, we&#8217;ve had now over 1.8 million conversations with our agent, achieving an 85% resolution rate.\u201d Thanks to Agentforce \u2014 and the change management, upskilling and holistic adoption of a new way of working \u2014 we\u2019re seeing the \u201cdual dividend\u201d play out in action.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>For employees<\/strong>: Human reps shifted from handling routine password resets to driving product adoption, conducting strategic account planning and building deeper customer relationships.<\/li>\n\n\n\n<li><strong>For customers<\/strong>: They had 24\/7 availability across multiple languages, instant responses to common questions and seamless escalation when needed.<\/li>\n<\/ul>\n\n\n\n<p>\u201cThe real story isn&#8217;t just about technology, it&#8217;s about what happened to our people. Our support engineers aren&#8217;t losing their jobs \u2014 they&#8217;re gaining leverage,&#8221; Slowey noted. &#8220;They&#8217;re becoming customer success partners, proactive advisors and strategic consultants. The agent handles the routine; humans handle the relationships.&#8221;<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:1px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading agentic\" id=\"h-the-heart-and-head-approach\">The \u2018heart and head\u2019 approach<\/h4>\n\n\n\n<p>The evolution required moving beyond what Slowey calls &#8220;old-school bots&#8221; \u2014 chatbots that follow preset scripts \u2014 to AI agents that can reason, adapt and provide contextual responses that feel genuinely helpful.<\/p>\n\n\n\n<p>Slowey\u2019s team discovered that successful agentic AI requires both technical knowledge (the &#8220;head&#8221;) and emotional intelligence, empathy and soft skills (the &#8220;heart&#8221;). Initially, they focused solely on feeding their agent the right content and measuring accuracy. But they quickly learnt that customer service is fundamentally human, even when delivered digitally.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d12af90e0ce&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69d12af90e0ce\" class=\"wp-block-image size-large wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"2720\" height=\"1214\" data-attachment-id=\"67728\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/?attachment_id=67728\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Training_AI_for_Customer_Service.png\" data-orig-size=\"2720,1214\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"Training_AI_for_Customer_Service\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Training_AI_for_Customer_Service.png?w=1120\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Training_AI_for_Customer_Service.png?w=2720\" 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-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/blog\/wp-content\/uploads\/sites\/2\/2025\/07\/Training_AI_for_Customer_Service.png?w=2720\" alt=\"\" class=\"wp-image-67728\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Training_AI_for_Customer_Service.png 2720w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Training_AI_for_Customer_Service.png?w=1120&amp;h=500 1120w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Training_AI_for_Customer_Service.png?w=768&amp;h=343 768w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Training_AI_for_Customer_Service.png?w=1536&amp;h=686 1536w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Training_AI_for_Customer_Service.png?w=2048&amp;h=914 2048w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Training_AI_for_Customer_Service.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\taria-label=\"Enlarge\"\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.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\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 team focused on training AI with both aspects of customer service \u2014 head and heart \u2014 with a few key inputs illustrated in the diagram above.<\/figcaption><\/figure>\n\n\n\n<div style=\"height:5px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>&#8220;We realised we were coaching our agent like an old-school bot \u2014 if this, then that,&#8221; Slowey recalled. &#8220;The breakthrough came when we started coaching it like a human employee. We gave it values, empathy training and a service mindset. Just like our human support engineers, it needed to understand not just what to say, but how to say it.&#8221;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-smart-guardrails-smarter-handoffs\">Smart guardrails, smarter handoffs<\/h3>\n\n\n\n<p>Slowey\u2019s team spent hours defining the guardrails about what the agent should not handle, such as complex billing issues and pricing discussions. But equally important \u2014 and a technical challenge in its own right \u2014 was designing the whens and hows of an agent transferring a customer to a human representative.<\/p>\n\n\n\n<p>Immediately showing the employee the summarised issue, the background and the customer&#8217;s information \u2014 and doing it seamlessly \u2014 was a crucial step in the process. It was important that the customer not have to repeat information or start again.<\/p>\n\n\n\n<p>This approach exemplifies the dual dividend: Customers get continuity and faster resolution, while humans focus immediately on problem-solving rather than information gathering.<\/p>\n\n\n\n<h4 class=\"wp-block-heading agentic\" id=\"h-key-metrics-that-matter\">Key metrics that matter<\/h4>\n\n\n\n<p>Slowey\u2019s team tracks both efficiency and experience metrics.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Resolution rate: 85% resolution of conversations that are started (for example, the chat window conversations) are closed without handing over to a rep.<\/li>\n\n\n\n<li>Customer satisfaction: This is measured through post-conversation surveys.<\/li>\n\n\n\n<li>Handoff rate: This is currently at 4% (up from 2% as they made escalation easier).<\/li>\n\n\n\n<li>Content quality: Continuous monitoring is in place to eliminate &#8220;content collisions&#8221; where multiple sources conflict.<\/li>\n<\/ul>\n\n\n\n<p>&#8220;We look at our scorecard daily,&#8221; Slowey explained. &#8220;Someone in your business needs to own this performance, tweaking prompts and improving responses just like you&#8217;d coach a human employee.&#8221;<\/p>\n\n\n\n<h4 class=\"wp-block-heading agentic\" id=\"h-your-dual-dividend-implementation-guide\">Your dual dividend implementation guide<\/h4>\n\n\n\n<p>Here&#8217;s your tactical roadmap to increasing customer loyalty and human potential, according to Slowey.<\/p>\n\n\n\n<div class=\"wp-block-salesforce-blog-iconography-list\">\n\t<div class=\"wp-block-salesforce-blog-iconography-list__heading\">\n\t\t\t\t<span class='wp-block-salesforce-blog-iconography-list__icon'>\n\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\" fill-rule=\"evenodd\" d=\"M12 .924A11.05 11.05 0 0 0 .923 12 11.05 11.05 0 0 0 12 23.078 11.05 11.05 0 0 0 23.077 12 11.05 11.05 0 0 0 12 .924m6.185 8.308-7.062 7.153a.724.724 0 0 1-1.015 0L6.23 12.462a.724.724 0 0 1 0-1.015l1.015-1.015a.724.724 0 0 1 1.016 0l2.03 2.076a.5.5 0 0 0 .693 0l5.169-5.353a.724.724 0 0 1 1.015 0l1.016 1.015c.323.277.323.738 0 1.062\" clip-rule=\"evenodd\" \/><\/svg>\n\t\t<\/span>\n\t\t\n\t\t\t\t\t<h2 class=\"wp-block-salesforce-blog-iconography-list__title\">\n\t\t\t\tStart small and learn fast\t\t\t<\/h2>\n\t\t\n\t<\/div>\n\n\t<div class=\"wp-block-salesforce-blog-iconography-list__content is-style-no-bullets\">\n\t\n\n<ul class=\"wp-block-list\">\n<li>Deploy help agents to 10% of your traffic initially. That gives you real customer data while allowing you to monitor and adjust. Salesforce went from 10% to 100% in 4 weeks, but only after proving the agent could handle the volume responsibly.<\/li>\n<\/ul>\n\n\t<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-salesforce-blog-iconography-list\">\n\t<div class=\"wp-block-salesforce-blog-iconography-list__heading\">\n\t\t\t\t<span class='wp-block-salesforce-blog-iconography-list__icon'>\n\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"48\" height=\"48\" fill=\"none\" viewBox=\"0 0 48 48\"><path fill=\"#042D60\" d=\"m23.848 14.544-8.963-8.962c-1.082-1.082-2.999-1.082-4.081 0l-8.959 8.962a2.887 2.887 0 0 0 4.082 4.081L9.96 14.59v26.606a2.885 2.885 0 1 0 5.77 0V14.589l4.036 4.035a2.87 2.87 0 0 0 2.04.845 2.887 2.887 0 0 0 2.04-4.927zm22.307 15.648a2.887 2.887 0 0 0-4.081 0l-4.034 4.035V7.622a2.885 2.885 0 1 0-5.77 0v26.605l-4.036-4.035a2.887 2.887 0 0 0-4.081 4.081l8.962 8.963a2.885 2.885 0 0 0 4.08 0l8.96-8.963a2.887 2.887 0 0 0 0-4.081\" \/><\/svg>\n\t\t<\/span>\n\t\t\n\t\t\t\t\t<h2 class=\"wp-block-salesforce-blog-iconography-list__title\">\n\t\t\t\t<strong>Prepare for cultural shifts<\/strong>\t\t\t<\/h2>\n\t\t\n\t<\/div>\n\n\t<div class=\"wp-block-salesforce-blog-iconography-list__content is-style-no-bullets\">\n\t\n\n<ul class=\"wp-block-list\">\n<li>The biggest management challenge is helping your teams understand they&#8217;re being elevated, not replaced. Bring your human team into the process from day one. They become your best advocates and most valuable feedback source.<\/li>\n<\/ul>\n\n\t<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-salesforce-blog-iconography-list\">\n\t<div class=\"wp-block-salesforce-blog-iconography-list__heading\">\n\t\t\t\t<span class='wp-block-salesforce-blog-iconography-list__icon'>\n\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"48\" height=\"48\" fill=\"none\" viewBox=\"0 0 48 48\"><path fill=\"#032D60\" fill-rule=\"evenodd\" d=\"M1.615 39.494a3.24 3.24 0 0 0 3.231 3.231h34.246c.727 0 1.293-.565 1.293-1.292V39.17c0-.727-.566-1.292-1.293-1.292H7.672c-.645 0-1.21-.566-1.21-1.212V6.056c0-.727-.566-1.293-1.293-1.293H2.908c-.727 0-1.293.566-1.293 1.293zm38.527-25.361c0-1.373-1.05-2.423-2.423-2.423-.727 0-1.293.323-1.777.727l-6.947 6.946-4.765-4.523-.08-.081-.162-.162c-.081 0-.081-.08-.162-.08-.08-.081-.161-.081-.242-.162-.08 0-.08-.08-.162-.08-.08 0-.161-.082-.323-.082-.08 0-.08 0-.161-.08-.162 0-.323-.081-.485-.081s-.323 0-.484.08c-.081 0-.081 0-.162.082-.08 0-.242.08-.323.08-.08 0-.08.081-.162.081-.08.08-.161.08-.242.162-.08 0-.08.08-.161.161-.081.08-.162.08-.243.162l-9.207 9.288c-.485.485-.808 1.05-.808 1.777 0 1.373 1.05 2.423 2.423 2.423.565 0 1.13-.242 1.535-.565l7.915-7.835 4.604 4.523c.08.081.161.081.242.162l.162.161c.08.081.161.081.242.162.08 0 .08.08.162.08.08.081.242.081.323.081.08 0 .08 0 .161.081.162 0 .323.08.485.08s.323 0 .484-.08h.162c.08 0 .161-.08.323-.08.08 0 .08-.081.162-.081.08 0 .161-.081.242-.162.08 0 .08-.08.161-.08l.081-.082.08-.08.082-.081 8.723-8.642c.404-.485.727-1.05.727-1.777\" clip-rule=\"evenodd\" \/><\/svg>\n\t\t<\/span>\n\t\t\n\t\t\t\t\t<h2 class=\"wp-block-salesforce-blog-iconography-list__title\">\n\t\t\t\t<strong><strong>Focus on content quality<\/strong><\/strong>\t\t\t<\/h2>\n\t\t\n\t<\/div>\n\n\t<div class=\"wp-block-salesforce-blog-iconography-list__content is-style-no-bullets\">\n\t\n\n<ul class=\"wp-block-list\">\n<li>Your agent is only as good as your content. If your data&#8217; a mess, your agent will be confused. Be especially vigilant for content collisions, where multiple articles say different things about the same topic.<\/li>\n<\/ul>\n\n\t<\/div>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-considerations-for-the-agentic-enterprise-3\">Considerations for the agentic enterprise<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Technical accuracy alone isn&#8217;t enough<\/strong>. Agents need emotional intelligence and a service mindset to truly delight customers. Train AI agents like human employees (with values and empathy) to create more authentic customer interactions.<\/li>\n\n\n\n<li><strong>When agents escalate complex cases to human experts<\/strong>, they must provide complete case summaries and preliminary analysis. Context influences both faster resolution (customer benefit) and immediate problem-solving focus (employee benefit).<\/li>\n\n\n\n<li><strong>Measure both sides of the dividend<\/strong> by tracking customer metrics (wait times, resolution rates) and employee metrics (time spent on strategic work, job satisfaction) to prove the transformation is working for everyone.<\/li>\n\n\n\n<li><strong>Your agent is only as good as your content<\/strong>. Messy data results in confused agents. Watch out for content collisions, where multiple articles contradict each other. Quality content is key.<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-group alignwide is-layout-flow wp-block-group-is-layout-flow\"><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>We\u2019ve learnt over the years that it\u2019s very difficult to scale in a service-orientated business without being able to scale people.<\/p>\n<cite>Ryan Teeples<\/cite><\/blockquote>\n<span class=\"citation-role\">CTO, 1-800Accountant<\/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%2Fau%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\"\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&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%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%2Fau%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\" https:\/\/www.salesforce.com\/au\/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\n\n\n<h4 class=\"wp-block-heading agentic\" id=\"h-1-800accountant-is-scaling-client-satisfaction-with-agentforce\">1-800Accountant is scaling client satisfaction with Agentforce<\/h4>\n\n\n\n<p><strong>1-800Accountant faced an impossible scaling challenge during tax season<\/strong>. Their existing chatbot could only handle 10% of customer enquiries, creating wait times that were three times longer than their target and causing their CPAs and financial experts to spend a large portion of their time answering routine deadline questions instead of providing strategic tax advice. Each tax season required nine recruiters working full-time to find and train seasonal staff who could speak intelligently about financial services and troubleshoot complex tax questions.<\/p>\n\n\n\n<p>The seasonal hiring challenge had become unsustainable. &#8220;We&#8217;ve learnt over the years that it&#8217;s very difficult to scale in a service-orientated business without being able to scale people,&#8221; explained Ryan Teeples, CTO at 1-800Accountant. &#8220;It&#8217;s never been more difficult to scale people. We simply can&#8217;t hire fast enough to keep up with the demand and the growth that we have.&#8221;<\/p>\n\n\n\n<p>This is where digital labour redefined their approach. Unlike basic chatbots that follow scripted responses, Agentforce can reason through complex tax scenarios, access multiple data sources and provide the nuanced support the situations demand, while seamlessly escalating complex financial advice questions to human CPAs with full context and preliminary analysis.<\/p>\n\n\n\n<p>The dual dividend is clear.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Small business owners now get instant answers to complicated tax questions at 11 p.m. when panic strikes, with agents that understand their specific business type and can provide tailored suggestions &#8211; no more wait times.<\/li>\n\n\n\n<li>CPAs levelled-up their role. They moved from reactive problem-solvers spending most of their time on &#8220;When is the tax deadline?&#8221; questions to proactive business advisors, building strategic relationships and helping entrepreneurs navigate major financial decisions that truly differentiate the practice.<\/li>\n<\/ul>\n\n\n\n<p>Agentforce now resolves 50% of customer support enquiries, with over 1,000 client engagements handled in just the first 24 hours. Read more about how 1-800Accountant is <a href=\"https:\/\/www.salesforce.com\/customer-stories\/1800-accountant\/\">resolving its customer issues<\/a> with Agentforce.<\/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 img-object-fit\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"How 1-800Accountant Scales Client Satisfaction with Agentforce  | Salesforce\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/BW887SEFG4M?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><figcaption class=\"wp-element-caption\">See how 1-800Accountant scales client satisfaction with Agentforce<\/figcaption><\/figure>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-building-the-competitive-moat\">Building the competitive moat<\/h3>\n\n\n\n<p>Companies that master the dual dividend create a sustainable competitive advantage. Happy customers become loyal advocates. Empowered employees become innovation drivers. This combination becomes increasingly difficult for competitors to replicate.<\/p>\n\n\n\n<p>&#8220;We aren&#8217;t just deploying agents, we&#8217;re reimagining what customer success looks like when humans and AI work together,\u201d said Slowey at Salesforce. \u201cOur customers get better service, our employees do more meaningful work and our business scales in ways we never thought possible.&#8221;<\/p>\n\n\n\n<p>The companies that thrive in the age of agentic AI won&#8217;t simply automate their way to efficiency \u2014 they&#8217;ll amplify human potential while delighting customers. This approach is the blueprint for sustainable growth in an AI-first world.<\/p>\n\n\n\n<p>Ready to see these principles in action? Watch how other organisations are increasing customer service efficiency with Agentforce and discover practical implementation strategies in the video below.<\/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 img-object-fit\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Increase Customer Service Efficiency with Agentforce | Salesforce\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/ZeoqBfSYuOY?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><figcaption class=\"wp-element-caption\">See how companies are increasing customer service efficiency with Agentforce.<\/figcaption><\/figure>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-try-this-activity-orchestrate-how-you-team-with-agents\">Try this activity: Orchestrate how you team with agents<\/h3>\n\n\n\n<p>Use this exercise to foster rich collaboration between your human employees and AI agents.<\/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-9d6595d7 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 class=\"wp-block-heading\" id=\"h-step-1-map-current-workflow\">Step 1: Map current workflow<\/h5>\n\n\n\n<p>Document the current steps in a typical customer interaction or business process. Include decision points, handoffs and potential friction areas.<\/p>\n\n\n\n<h5 class=\"wp-block-heading\" id=\"h-step-2-identify-optimal-roles\">Step 2: Identify optimal roles<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Where could agents excel? (Routine enquiries, data lookup, initial triage, multilingual support)<\/li>\n\n\n\n<li>Where are humans essential? (Complex problem-solving, emotional situations, strategic decisions, relationship building)<\/li>\n<\/ul>\n\n\n\n<h5 class=\"wp-block-heading\" id=\"h-step-3-define-collaborative-handoffs\">Step 3: Define collaborative handoffs<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>What signals indicate when an agent should escalate to human?<\/li>\n\n\n\n<li>How will context transfer seamlessly between agent and human?<\/li>\n\n\n\n<li>What information should humans receive to speed up resolution?<\/li>\n<\/ul>\n\n\n\n<h5 class=\"wp-block-heading\" id=\"h-step-4-address-concerns\">Step 4: Address concerns<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>What fears or resistance might your team have?<\/li>\n\n\n\n<li>How will you measure success for both agents and humans?<\/li>\n\n\n\n<li>What training or support do humans need for their evolved roles?<\/li>\n<\/ul>\n\n\n\n<h5 class=\"wp-block-heading\" id=\"h-step-5-design-continuous-improvement\">Step 5: Design continuous improvement<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>How will you gather feedback from both customers and employees?<\/li>\n\n\n\n<li>What metrics will indicate successful collaboration?<\/li>\n\n\n\n<li>How will roles evolve as the agent learns and improves?<\/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 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 Resources\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-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading\" id=\"h-download-our-team-orchestration-worksheet\"><strong>Download our Team Orchestration Worksheet<\/strong><\/h2>\n\n\n\n<p>Use this worksheet to help your teams collaborate with AI 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\/2025\/07\/Orchestrate_How_You_Team_with_Agents.pdf?d=AAPC6\" target=\"_blank\" rel=\" 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=\"3000\" height=\"1688\" data-attachment-id=\"67729\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/transforming_with_agentic-ai-orchestrate_how_you_team_with_agents\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Orchestrate_How_You_Team_with_Agents.png\" data-orig-size=\"3000,1688\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"Transforming_With_Agentic AI-Orchestrate_How_You_Team_with_Agents\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Orchestrate_How_You_Team_with_Agents.png?w=889\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Orchestrate_How_You_Team_with_Agents.png?w=3000\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Orchestrate_How_You_Team_with_Agents.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-67729\" style=\"aspect-ratio:16\/9;object-fit:cover\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Orchestrate_How_You_Team_with_Agents.png 3000w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Orchestrate_How_You_Team_with_Agents.png?w=889&amp;h=500 889w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Orchestrate_How_You_Team_with_Agents.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Orchestrate_How_You_Team_with_Agents.png?w=1536&amp;h=864 1536w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Orchestrate_How_You_Team_with_Agents.png?w=2048&amp;h=1152 2048w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Orchestrate_How_You_Team_with_Agents.png?w=150&amp;h=84 150w\" sizes=\"auto, (max-width: 3000px) 100vw, 3000px\" \/><\/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\/au\/blog\/set-up-agent\/\" target=\"_blank\" class=\"card__link\">\n\t\t\t\t<h2 class=\"card__title h6\">\n\t\t\t\t\t3 Tips to Set Up Your AI Agent for Better Performance\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\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/05\/Set-Up-Your-Agent-for-Better-Performance.png\" 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\/blog\/digital-transformation-human-centred-design\/\" target=\"_blank\" class=\"card__link\">\n\t\t\t\t<h2 class=\"card__title h6\">\n\t\t\t\t\tDigital Transformation Should Lead With Human-Centred Design\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\/ap\/blog\/wp-content\/uploads\/sites\/8\/2023\/06\/human-centred-designjpg.jpg\" 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 alignfull wp-block-salesforce-blog-chapter-title\">\n\t<div id=\"chapter-7\" 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\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Chapter_Header_clouds.webp); background-repeat: no-repeat; background-size: contain; display:block; max-height: 384px; max-width: 1024\"><\/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\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/butterfly_v2.webp); 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 7<\/h2>\n\t\t\t\t<h2 class=\"wp-block-salesforce-blog-chapter-title__subtitle\">Test, Tune and Iterate<\/h2>\n\t\t\t<\/div>\n\n\t<\/div>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-monitor-performance-and-refine-with-real-world-usage\">Monitor performance and refine with real-world usage<\/h3>\n\n\n\n<p>Imagine a popular restaurant rolling out a new online ordering system. At first, everything seems fine \u2014 customers can place orders easily. But soon, problems emerge: missing items, wrong customisations, delayed deliveries. If the restaurant didn\u2019t respond, customers would quickly lose trust and stop ordering. Instead, they refine the process, monitor feedback and adjust continuously until every order is correct, consistent and satisfying.<\/p>\n\n\n\n<p>AI agents are no different. Launching an agent is only the beginning. A common misstep we see organisations make is putting all their energy into launching an agent and then being surprised at how much ongoing work is required for it to perform effectively. Agents need <strong>continuous testing, tuning and iteration<\/strong> to ensure that they deliver accurate, reliable and valuable interactions, driving adoption and ultimately protecting the customer and employee experience.<\/p>\n\n\n\n<p>Getting to the point of launch is a significant milestone, but before you launch be sure you\u2019ve identified what success looks like, how you\u2019ll measure it and how you\u2019ll evaluate the impact of the agent. Here are some things to consider:&nbsp;<\/p>\n\n\n\n<h4 class=\"wp-block-heading agentic\">Focus on impact, not just functionality<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Don\u2019t just measure whether an agent \u201cworks.\u201d Measure its business value and user satisfaction.<\/li>\n\n\n\n<li>Evaluate adoption, efficacy, performance and tangible outcomes to ensure the agent is genuinely useful.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading agentic\">Continuous feedback loops are critical<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Collect real-time user feedback, monitor interactions and iterate on agent behaviour.<br>Treat agents like employees: teach them, correct them and refine their outputs continuously.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading agentic\">Start small, expand strategically<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Begin with a focused scope or use case, then gradually expand capabilities.<\/li>\n\n\n\n<li>Hydrate agents with richer data and structured content over time to improve performance.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading agentic\">Guardrails and governance<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Implement clear guardrails to prevent errors but avoid over-restricting agent intelligence.<\/li>\n\n\n\n<li>Monitor performance and refine rules or instructions based on real-world usage.<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-columns roundcorners alignwide has-background is-layout-flex wp-container-core-columns-is-layout-9d6595d7 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 class=\"wp-block-heading\" id=\"h-how-we-did-it-5\">How we did it<\/h3>\n\n\n\n<p>At Salesforce, we approach agent development as an ongoing, iterative process rather than a one-and-done deployment. Our refinement cycle follows five key phases: ideate, configure, test, deploy and supervise.&nbsp;<\/p>\n\n\n\n<p>It begins with ideation, where we gather feedback and insights from users and monitor agent interactions to identify new opportunities or areas for improvement. These ideas then move into the configuration phase, where our teams use Agent Builder to design and implement new functionality or enhancements.&nbsp;<\/p>\n\n\n\n<p>Before any changes reach employees or customers, we rigorously test them in the Testing Centre to ensure that they perform as expected and do not introduce new errors. Once validated, updates are deployed using tools like the DevOps Centre or Salesforce CLI, allowing for efficient and reliable release. The final step, supervision, involves monitoring the agent in the real world, analysing usage patterns and collecting feedback, which feeds directly back into the next cycle of ideation. This continuous loop ensures that agents are always learning and improving.<\/p>\n\n\n\n<p>We measure the success of our agents across five key pillars: usage, efficacy, performance, business value and satisfaction. Usage focuses on adoption and retention, while efficacy ensures responses are accurate, coherent and helpful. Performance tracks technical metrics such as latency and responsiveness. Business value captures tangible outcomes, like improved sales or faster resolution times and satisfaction gauges user happiness and trust.<\/p>\n\n\n\n<p>By following these guidelines we\u2019ve seen dramatic performance improvement across several of our agents:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Sales Agent:<\/strong> Initially, the agent had a 30% rate of negative or missing information. By tracking performance dashboards and tuning topic routeing, we reduced errors to 17% and for specific topics like content search, errors dropped to 8%.<br><\/li>\n\n\n\n<li><strong>Manager Agent:<\/strong> Because of the sensitivity of compensation questions, the agent was limited to curated data and continuously refined through guardrails and regression testing to prevent cross-topic errors.<br><\/li>\n\n\n\n<li><strong>Continuous coaching:<\/strong> Agents received ongoing \u201ccoaching\u201d through automated feedback loops that rated quality, personalisation, tone and clarity, allowing them to self-correct and improve over time.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:1px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Lessons learnt from the agentic enterprise<\/strong><\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Launch is just the beginning<\/strong>. Without iteration, agents degrade quickly in effectiveness.<\/li>\n\n\n\n<li><strong>Measure impact, not just functionality<\/strong>. Track adoption, performance, business value and satisfaction.<\/li>\n\n\n\n<li><strong>Start small, scale intentionally<\/strong>. Begin with focused use cases and expand as agents prove their value.<\/li>\n\n\n\n<li><strong>Continuous coaching drives success<\/strong> &#8211; Agents improve most when monitored, corrected and updated based on real-world interactions.<\/li>\n<\/ol>\n\n\n\n<div class=\"alignfull alignfull wp-block-salesforce-blog-chapter-title\">\n\t<div id=\"chapter-8\" 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\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Chapter_Header_clouds.webp); background-repeat: no-repeat; background-size: contain; display:block; max-height: 384px; max-width: 1024\"><\/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\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/butterfly_v2.webp); 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 8<\/h2>\n\t\t\t\t<h2 class=\"wp-block-salesforce-blog-chapter-title__subtitle\">Measure value and impact<\/h2>\n\t\t\t<\/div>\n\n\t<\/div>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-prove-roi-and-build-trust-and-adoption\">Prove ROI and build trust and adoption<\/h3>\n\n\n\n<p>Something to prioritise when using agentic AI is how are you going to define and measure success. Many organisations focus on activity \u2014 how many tasks an agent performs or how many messages it sends \u2014 without asking the more important question: <em>Is this work creating real value for the business?<\/em>&nbsp;<\/p>\n\n\n\n<p>Agents that operate at scale require intentional measurement, not just to prove ROI, but to build trust and adoption among employees and customers. If people understand that an agent is genuinely helping them work smarter or helping a customer get faster, more accurate support, they are far more likely to use it consistently. Conversely, without clear measurement, even the best technology can be ignored.<\/p>\n\n\n\n<p>At its core, our philosophy is simple: <em>if you can\u2019t measure it, you can\u2019t prove it.<\/em> Measuring outcomes \u2014 not just activity \u2014 is essential to ensure that investments in agents deliver tangible business impact.&nbsp;<\/p>\n\n\n\n<p>Measurement should be organised across multiple dimensions, capturing not only usage and adoption but also efficacy, performance and business value. Usage metrics track how often agents are engaged and by whom, helping identify which teams are gaining the most value. Efficacy and quality metrics measure whether agents provide accurate, coherent and helpful responses. Performance metrics capture speed and reliability and business value metrics prove that agents are actually improving outcomes, from deals won to hours saved in employee workflows.<\/p>\n\n\n\n<p>We recommend categorising agent impact around three strategic goals: <strong>simplify<\/strong>, <strong>scale<\/strong> and <strong>grow<\/strong>.&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Simplify<\/strong> measures improvements in satisfaction and reductions in complexity.&nbsp;<\/li>\n\n\n\n<li><strong>Scale<\/strong> captures efficiency gains, such as time saved by automating tasks previously done by humans.&nbsp;<\/li>\n\n\n\n<li><strong>Grow<\/strong> measures tangible business outcomes, such as increased win rates or incremental revenue.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>By tying measurement to these concrete objectives, teams can show employees and customers that agents are more than a novelty \u2014 they are a new way of working.<\/p>\n\n\n\n<div class=\"wp-block-columns roundcorners alignwide has-background is-layout-flex wp-container-core-columns-is-layout-9d6595d7 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 class=\"wp-block-heading\" id=\"h-how-we-did-it-6\">How we did it<\/h3>\n\n\n\n<p>Recognising the challenges of measuring agent impact at scale, Salesforce built a transparent, structured system for tracking performance and outcomes. At first, managing just a few agents seemed manageable, but as the number of agents \u2014 and agents managing agents \u2014 grew, it became clear that manual tracking would not suffice. This led to the creation of a centralised platform for monitoring agent activity, quality and business value in real time.<\/p>\n\n\n\n<p>The system incorporates our <strong>Agent Scoring Rubric<\/strong>, which provides a comprehensive, data-driven view of each agent\u2019s performance. The rubric tracks overall health, efficacy, adoption, satisfaction and impact on business outcomes, ranking agents against peers and offering suggested goals for continuous improvement. Leadership uses this insight to make informed decisions about which agents to expand, optimise or retire and to ensure that every agent is aligned with strategic objectives. Dashboards and scorecards also enable teams to visualise trends, identify gaps and spot opportunities for improvement quickly.<\/p>\n\n\n\n<p>One example of the power of measurement comes from our Sales Agent. Early on, we observed high rates of negative or missing information responses, which limited its usefulness. By systematically tracking performance metrics, analysing business impact and iterating based on these insights, we were able to reduce error rates from 30% to 17%, significantly improving both adoption and the agent\u2019s ability to generate meaningful results.<\/p>\n\n\n\n<p>The key lesson from our experience is that measurement is not optional \u2014 it\u2019s foundational. Transparent metrics create trust, guide continuous refinement and demonstrate the real-world value of agents. By building robust tools, organisations can scale this practice, ensuring that their agents are delivering both operational efficiency and measurable business impact.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:2px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"alignfull alignfull wp-block-salesforce-blog-chapter-title\">\n\t<div id=\"chapter-9\" 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\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Chapter_Header_clouds.webp); background-repeat: no-repeat; background-size: contain; display:block; max-height: 384px; max-width: 1024\"><\/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\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/butterfly_v2.webp); 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 9<\/h2>\n\t\t\t\t<h2 class=\"wp-block-salesforce-blog-chapter-title__subtitle\">What&#8217;s next: Agent ecosystems, robotics and enterprise general intelligence (EGI)<\/h2>\n\t\t\t<\/div>\n\n\t<\/div>\n<\/div>\n\n\n\n<div style=\"height:70px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-a-glimpse-into-the-future-and-how-to-prepare-today\">A glimpse into the future and how to prepare today<\/h3>\n\n\n\n<p>In 1995, most people thought the Internet was just email and basic websites. Few imagined we\u2019d be video-calling grandparents from our phones, scheduling grocery delivery with an app or running entire businesses in the cloud. The organisations that started building web presences early, even just simple websites, were positioned to capitalise on each wave of innovation. Today\u2019s AI agents are like those early websites \u2014 the foundation for transformation many of us can barely imagine.<\/p>\n\n\n\n<p>At Salesforce, we take a unique view of AI&#8217;s future. An approach that&#8217;s grounded in scientific research and focused squarely on enterprise needs rather than speculative sci-fi scenarios hinting at &#8220;<a href=\"https:\/\/en.wikipedia.org\/wiki\/Artificial_general_intelligence\">artificial general intelligence<\/a>\u201d or AGI. Our global AI Research team, by contrast, is invested in what we call Enterprise AI \u2014 AI agents and systems that meet the highest standard of quality, reliability, security and of course, ethical use of data, to fuel not only Salesforce products like Agentforce but also businesses around the world.<\/p>\n\n\n\n<p>In this forward-looking chapter, curated by our AI Research group, you&#8217;ll discover three macro trends that will shape the future of agentic AI and transform how agentic enterprises operate in the coming years.<\/p>\n\n\n\n<ol class=\"wp-block-list indent-li-agentic\">\n<li>Agent to Agent (A2A) ecosystems<\/li>\n\n\n\n<li>Robotics and AI<\/li>\n\n\n\n<li>Enterprise general intelligence (EGI)<\/li>\n<\/ol>\n\n\n\n<div class=\"wp-block-group alignwide is-layout-flow wp-block-group-is-layout-flow\"><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><strong>The future isn&#8217;t about humans versus AI \u2014 it&#8217;s about humans with AI working in concert, each using their unique strengths. Agents will become a true workforce multiplier, enabling teams to tackle previously impossible tasks.<\/strong><\/p>\n<cite>Silvio Savarese<\/cite><\/blockquote>\n<span class=\"citation-role\">EVP and Chief Scientist, Salesforce AI Research<\/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%2Fau%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\"\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&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%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%2Fau%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\" https:\/\/www.salesforce.com\/au\/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\n\n\n<h4 class=\"wp-block-heading agentic\" id=\"h-macro-trend-1-a2a-ecosystems-the-next-evolution-of-digital-labour\">Macro trend #1: A2A ecosystems \u2014 The next evolution of digital labour<\/h4>\n\n\n\n<p>The first major trend reshaping the future of work? The emergence of orchestrated agent ecosystems \u2014 networks of specialised AI agents that can collaborate across organisational boundaries to negotiate, collaborate and co-create with agents from other companies.<\/p>\n\n\n\n<p>AI agents are progressing from solo performers to orchestrated ensembles, just as music evolves from simple melodies to complex symphonies.<\/p>\n\n\n\n<p>This evolution of AI agents will unfold in three stages.<\/p>\n\n\n\n<ol class=\"wp-block-list indent-li-agentic\">\n<li>Specialised contributors handling discrete tasks (aligns with Level 1 of our Agentic Maturity Model described in <a href=\"#chapter-1\">Chapter 1<\/a>)<\/li>\n\n\n\n<li>Seamless collaborators working in concert within your organisation<\/li>\n\n\n\n<li>Business orchestrators spanning organisational boundaries<\/li>\n<\/ol>\n\n\n\n<p>In this final stage, we&#8217;ll see the emergence of A2A interactions that create entirely new patterns of business relationships. Your agents will negotiate with your vendors&#8217; agents, serve your customers&#8217; agents and collaborate with your employees&#8217; <a href=\"https:\/\/slack.com\/features\/slackbot\" target=\"_blank\" rel=\" noopener\">personal AI assistants<\/a>. They&#8217;ll handle complex interactions like price negotiations, supply chain optimisation and customer experience orchestration with efficiency and intelligence that would be impossible for humans alone.<\/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 img-object-fit\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"The Agentic AI Era | Salesforce AI Research\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/D6zHWQP15K8?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><figcaption class=\"wp-element-caption\"><strong>Our Chief Scientist <\/strong>Silvio Savarese details the three stages of agent environments and shares what businesses can expect.<\/figcaption><\/figure>\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\t\t\t\t\t<span class=\"card__meta__type\">Read<\/span>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"card__meta__separator\">&#x2022;<\/span>\n\t\t\t\t\t\n\t\t\t\t\t<span class=\"card__meta__readtime\">\n\t\t\t\t\t\t11 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\/blog\/the-agentic-ai-era-after-the-dawn-heres-what-to-expect\/\" target=\"_blank\" class=\"card__link\">\n\t\t\t\t<h2 class=\"card__title h6\">\n\t\t\t\t\tThe Agentic AI Era: After the Dawn, Here\u2019s What to Expect\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\/01\/Agentic_AI_Story_Header.png\" 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:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading agentic\" id=\"h-macro-trend-2-the-new-age-of-robotics-the-convergence-of-digital-and-physical-ai\">Macro trend #2: The new age of robotics, the convergence of digital and physical AI<\/h4>\n\n\n\n<p>The second trend transforming agentic enterprise is the convergence of digital AI and physical robotics \u2014 a development that extends the impact of agentic AI beyond information processing and into the physical world.<\/p>\n\n\n\n<p>This convergence marks a pivotal moment for enterprise leaders. \u201cHumans today spend countless hours on routine physical tasks \u2014 from sorting warehouse inventory, to folding hospital linens, to organising stock rooms,\u201d Savarese explained in a recent article. \u201cJust as AI agents now handle email triage and report generation, freeing knowledge workers for strategic thinking, robotics promises similar liberation in the physical realm.\u201d<\/p>\n\n\n\n<div class=\"wp-block-group alignwide is-layout-flow wp-block-group-is-layout-flow\"><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>Just as AI agents now handle email triage and report generation, freeing knowledge workers for strategic thinking, robotics promises similar liberation in the physical realm.<\/p>\n<cite>Silvio Savarese<\/cite><\/blockquote>\n<span class=\"citation-role\">EVP and Chief Scientist, Salesforce AI Research<\/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%2Fau%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\"\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&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%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%2Fau%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\" https:\/\/www.salesforce.com\/au\/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\n\n\n<p>While AI agents discussed in this guide operate through APIs and software interfaces, robots interact through motors and sensors. But the intelligence layer of modern robots \u2014 the ability to plan, adapt and learn \u2014 remains consistent. We\u2019re beginning to see these two types of AI work together to gain myriad skills across industries \u2014 from warehouse inventory management, to life-saving surgeries, to even mundane household tasks like laundry. This collaboration between digital and physical AI is exciting, because it dramatically scales up the capacity of what a single human can do, augmenting their physical as well as cognitive abilities.<\/p>\n\n\n\n<h5 class=\"wp-block-heading\" id=\"h-salesforce-and-boston-dynamics-pioneering-the-physical-digital-future\">Salesforce and Boston Dynamics: Pioneering the physical-digital future<\/h5>\n\n\n\n<p>At Salesforce&#8217;s own AI Research lab within our Palo Alto office, the future of digital-physical AI convergence isn&#8217;t just a vision \u2014 it&#8217;s a working reality. In partnership with Boston Dynamics, Salesforce has created what may be the first enterprise demonstration of Agentforce directing physical robots to complete real business tasks.<\/p>\n\n\n\n<p>The integration showcases a &#8220;dispatch council&#8221; that manages both human workers and robots as a unified digital labour\u200c force. When facility inspections are needed, managers can request tasks through Slack and Agentforce intelligently dispatches the right resource \u2014 whether human or robotic \u2014 with the appropriate skills for each specific job.<\/p>\n\n\n\n<p>In a recent demonstration, an ad hoc pressure gauge inspection was initiated through a simple Slack conversation with a facilities agent. Within moments, &#8220;Spot 007&#8221; \u2014 one of the Boston Dynamics robots integrated into Salesforce&#8217;s system \u2014 was autonomously navigating to the inspection site. The robot positioned itself precisely and captured a clear image of the analogue gauge and Agentforce&#8217;s vision agent automatically processed the reading to determine if pressure levels exceeded safety thresholds.<\/p>\n\n\n\n<p>But the system goes beyond simple automation. The robots are equipped with conversational AI that allows for natural interactions with employees. When approached by a new team member asking for directions to the printer, Spot 007 seamlessly provided helpful guidance, demonstrating how physical AI can enhance workplace experiences through both task execution and human interaction.<\/p>\n\n\n\n<p>Perhaps most remarkably, the robots can perform complex manipulations; for example, carefully opening cabinet doors to inspect medical supplies, co-ordinating multiple cameras for optimal documentation, then automatically updating work order line items in Salesforce Field Service with completion status and photographic evidence.<\/p>\n\n\n\n<p>&#8220;What you&#8217;re seeing here is Agentforce taking physical actions to solve real problems,&#8221; explained Bert Legrand, senior director, frontier AI product management, who led the project. \u201cRather than traditional AI agents that process information, we can think of these robots as \u2018physical agents\u2019 that can manipulate the environment, all orchestrated through the same intelligent reasoning systems.\u201d<\/p>\n\n\n\n<p>The key insight from Salesforce&#8217;s recent implementation? <strong>The boundary between digital and physical AI is dissolving faster than most organisations realise<\/strong>. The same reasoning engines, data integration capabilities and workflow orchestration that power digital agents can seamlessly extend into physical operations, creating entirely new possibilities for how work gets done.<\/p>\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\/blog\/the-convergence-of-digital-and-physical-ai\/\" target=\"_blank\" class=\"card__link\">\n\t\t\t\t<h2 class=\"card__title h6\">\n\t\t\t\t\tWhy Enterprise Leaders Can&#039;t Ignore Robotics\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\/02\/Robtics_and_Ai.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:\/\/salesforce.vidyard.com\/watch\/YBiL2yWSRaJyF7umsS76Ug\" target=\"_blank\" class=\"card__link\">\n\t\t\t\t<h2 class=\"card__title h6\">\n\t\t\t\t\tAgentforce With Physical Robotic Agents\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\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/12\/agentic-era-of-financial-services-featured-image.jpg?w=128&#038;h=96&#038;crop=1&#038;quality=75\" sizes=\"768px\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/12\/agentic-era-of-financial-services-featured-image.jpg 1440w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/12\/agentic-era-of-financial-services-featured-image.jpg?w=750&amp;h=500 750w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/12\/agentic-era-of-financial-services-featured-image.jpg?w=768&amp;h=512 768w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/12\/agentic-era-of-financial-services-featured-image.jpg?w=150&amp;h=100 150w\" 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<h4 class=\"wp-block-heading agentic\" id=\"h-macro-trend-3-egi-the-future-of-ai-for-business\">Macro trend #3: EGI, the future of AI for business<\/h4>\n\n\n\n<p>The third trend shaping the future of AI in business is the emergence of enterprise general intelligence (EGI) \u2014 a practical, business-focused definition of AI custom-built to bring an unprecedented level of reliability and skill capabilities to augment the enterprise workforce.<\/p>\n\n\n\n<p>Unlike the vague concept of artificial general intelligence (AGI) often portrayed in science fiction, EGI takes a different approach. It focuses on developing AI systems that excel across two critical dimensions: capability (the power to navigate complex business environments) and consistency (the delivery of reliable, predictable results with seamless integration into existing systems).<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d12af918a5e&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69d12af918a5e\" class=\"wp-block-image size-large wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"2720\" height=\"1799\" data-attachment-id=\"67730\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/the_capability-consistency_matrix\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/The_Capability-Consistency_Matrix.png\" data-orig-size=\"2720,1799\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"The_Capability-Consistency_Matrix\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/The_Capability-Consistency_Matrix.png?w=756\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/The_Capability-Consistency_Matrix.png?w=2720\" 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-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/blog\/wp-content\/uploads\/sites\/2\/2025\/07\/The_Capability-Consistency_Matrix.png?w=2720\" alt=\"\" class=\"wp-image-67730\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/The_Capability-Consistency_Matrix.png 2720w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/The_Capability-Consistency_Matrix.png?w=756&amp;h=500 756w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/The_Capability-Consistency_Matrix.png?w=768&amp;h=508 768w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/The_Capability-Consistency_Matrix.png?w=1536&amp;h=1016 1536w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/The_Capability-Consistency_Matrix.png?w=2048&amp;h=1355 2048w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/The_Capability-Consistency_Matrix.png?w=150&amp;h=99 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\taria-label=\"Enlarge\"\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.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\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>\u201cEGI must not only perform tasks reliably but also demonstrate quick reactions, strategic pivoting and adaptability when encountering new information or challenges,\u201d he said. \u201cEGI systems will succeed by combining reliable execution with intelligent, adaptive strategy.\u201d<br>They accomplish this by using multiple specialised agents \u2014 collaborating seamlessly with humans at the helm \u2014 whose higher levels of reasoning help them to perform complex and operational tasks in quickly changing environments.<\/p>\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\/blog\/the-convergence-of-digital-and-physical-ai\/\" target=\"_blank\" class=\"card__link\">\n\t\t\t\t<h2 class=\"card__title h6\">\n\t\t\t\t\tHow Enterprise General Intelligence (EGI) Will Form a New Business Imperative\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\/02\/Robtics_and_Ai.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.zdnet.com\/article\/what-is-enterprise-general-intelligence-how-the-next-stage-of-ai-affects-you\/%5D\" target=\"_blank\" class=\"card__link\">\n\t\t\t\t<h2 class=\"card__title h6\">\n\t\t\t\t\tWhat is Enterprise General Intelligence? How the next stage of AI affects you\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.zdnet.com\/a\/neutron\/images\/logos\/logo.png\" 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<h3 class=\"wp-block-heading\" id=\"h-preparing-for-the-future-of-the-agentic-enterprise\">Preparing for the future of the agentic enterprise<\/h3>\n\n\n\n<p>These three trends \u2014 orchestrated agent environments, digital-physical convergence and EGI \u2014 won&#8217;t emerge overnight. They&#8217;ll unfold through what Salesforce AI Research calls &#8220;boring breakthroughs&#8221;: incremental yet profound improvements in everyday operations that collectively reshape industries.<\/p>\n\n\n\n<p>Yet the organisations that will thrive in this future aren&#8217;t those with the most advanced technology \u2014 they&#8217;re those with the clearest vision and most thoughtful strategy. By focusing on the well-designed handoff between humans and agents, aligning AI initiatives with business objectives and thoughtfully preparing both systems and people, leaders can position their organisations at the forefront of the agentic AI revolution.<\/p>\n\n\n\n<div class=\"wp-block-group alignwide is-layout-flow wp-block-group-is-layout-flow\"><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>The organisations that will thrive in this new era are those that understand AI isn&#8217;t just about technology\u2014it&#8217;s about reimagining how humans and machines can work together to achieve what neither could accomplish alone.<\/p>\n<cite>Silvio Savarese<\/cite><\/blockquote>\n<span class=\"citation-role\">EVP and Chief Scientist, Salesforce AI Research<\/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%2Fau%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\"\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&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%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%2Fau%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\" https:\/\/www.salesforce.com\/au\/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\n\n\n<p>Forward-thinking organisations can begin preparing for this future today through several practical steps, many of which are outlined in this guide.<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Develop your agent strategy:<\/strong> Define which business functions can benefit most from specialised agents and how they might evolve toward collaboration.<br><\/li>\n\n\n\n<li><strong>Build your foundation<\/strong>: Implement the integrated infrastructure, data architecture and governance frameworks that will support increasingly sophisticated agent environments.<br><\/li>\n\n\n\n<li><strong>Focus on human-AI collaboration:<\/strong> Invest in crafting seamless handoffs between human expertise and AI capabilities. This represents the key differentiator between organisations that merely deploy AI and those that truly transform.<br><\/li>\n\n\n\n<li><strong>Evolve your oversight approach:<\/strong> Move beyond simple &#8220;human-in-the-loop&#8221; models toward nuanced &#8220;human-at-the-helm&#8221; frameworks that balance autonomy with appropriate oversight.<br><\/li>\n\n\n\n<li><strong>Cultivate future-ready skills<\/strong>: Develop the human capabilities needed to work effectively with increasingly sophisticated AI systems.<\/li>\n<\/ol>\n\n\n\n<p>&#8220;The organisations that will thrive in this new era,&#8221; concluded Savarese, &#8220;are those that understand AI isn&#8217;t just about technology \u2014 it&#8217;s about reimagining how humans and machines can work together to achieve what neither could accomplish alone. The future belongs to those who shape AI to serve real human and organisational needs \u2014 and the time to build that foundation is now.&#8221;<\/p>\n\n\n\n<p>Learn more about Salesforce\u2019s AI research by following the team on X at <a href=\"https:\/\/x.com\/SFResearch\">@SFReseearch<\/a>.<\/p>\n\n\n\n<h4 class=\"wp-block-heading agentic\" id=\"h-try-this-activity-egi-readiness-assessment\">Try this activity: EGI Readiness Assessment<\/h4>\n\n\n\n<p>As you continue your journey toward becoming an agentic AI company, evaluate your organisation&#8217;s readiness for these future developments using the following assessment areas.<\/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-9d6595d7 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 class=\"wp-block-heading\" id=\"h-agent-environment-readiness\">Agent environment readiness<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Have you got a vision for how specialised agents might collaborate across your organisation?<\/li>\n\n\n\n<li>What key business processes could benefit from multi-agent orchestration?<\/li>\n\n\n\n<li>Are your data systems prepared for secure, governed information sharing between agents?<\/li>\n<\/ul>\n\n\n\n<h5 class=\"wp-block-heading\" id=\"h-digital-physical-convergence-readiness\">Digital-physical convergence readiness<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>What physical processes could benefit from AI-powered automation?<\/li>\n\n\n\n<li>Does your digital AI strategy consider extensions into physical operations?<\/li>\n\n\n\n<li>Are you building infrastructure that can support both digital and physical AI applications?<\/li>\n<\/ul>\n\n\n\n<h5 class=\"wp-block-heading\" id=\"h-egi-readiness\">EGI readiness<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>How mature is your integrated AI infrastructure across memory, reasoning, interface and action systems?<\/li>\n\n\n\n<li>Have you established governance frameworks that balance autonomy with appropriate oversight?<\/li>\n\n\n\n<li>Are you investing in developing the human capabilities needed for effective AI collaboration?<\/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<p>By addressing these questions today, you&#8217;ll be well positioned to capitalise on the transformative potential of agentic AI tomorrow \u2014 creating a future where humans and AI work together to achieve what neither could accomplish alone.<\/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-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading\" id=\"h-download-our-egi-assessment-worksheet\">Download our EGI Assessment worksheet<\/h2>\n\n\n\n<p>Use this worksheet to help your teams prepare for the future of AI, enterprise general intelligence.<\/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\/2025\/07\/Future-proof_with_EGI-readiness.pdf?d=AAPC7\" target=\"_blank\" rel=\" 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=\"3000\" height=\"1688\" data-attachment-id=\"67731\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/transforming_with_agentic-ai-future-proof_you_business_with_egi-readiness\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Future-proof_you_business_with_EGI-readiness.png\" data-orig-size=\"3000,1688\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"Transforming_With_Agentic AI-Future-proof_you_business_with_EGI-readiness\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Future-proof_you_business_with_EGI-readiness.png?w=889\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Future-proof_you_business_with_EGI-readiness.png?w=3000\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Future-proof_you_business_with_EGI-readiness.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-67731\" style=\"aspect-ratio:16\/9;object-fit:cover\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Future-proof_you_business_with_EGI-readiness.png 3000w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Future-proof_you_business_with_EGI-readiness.png?w=889&amp;h=500 889w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Future-proof_you_business_with_EGI-readiness.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Future-proof_you_business_with_EGI-readiness.png?w=1536&amp;h=864 1536w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Future-proof_you_business_with_EGI-readiness.png?w=2048&amp;h=1152 2048w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Future-proof_you_business_with_EGI-readiness.png?w=150&amp;h=84 150w\" sizes=\"auto, (max-width: 3000px) 100vw, 3000px\" \/><\/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<h3 class=\"wp-block-heading\" id=\"h-companies-are-building-competitive-advantages-today\">Companies are building competitive advantages today<\/h3>\n\n\n\n<p>While there are many measurable outcomes to becoming an agentic AI company, the biggest may not be measurable: unprecedented ingenuity and innovation across your organisation. When your most talented people are freed from routine tasks to think strategically, when customers experience seamless service and when teams pursue breakthrough ideas once impossible due to availability constraints, you&#8217;re unlocking human potential at scale.<\/p>\n\n\n\n<p>From our work with customers all over the world, we know that the companies defining the next decade aren&#8217;t waiting for perfect conditions \u2014 they&#8217;re starting today, building competitive advantages through intelligent human-AI collaboration. Your journey begins with small steps captured in this guide, but leads to a future where your organisation&#8217;s capacity for innovation knows no bounds.<\/p>\n\n\n\n<p><strong>The question isn&#8217;t whether this transformation will happen \u2014 it&#8217;s whether you&#8217;ll lead it or follow it.<\/strong><\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-try-this-activity-identify-your-innovation-white-space\">Try this activity: Identify your innovation white space<\/h3>\n\n\n\n<p>The most powerful thing about agentic AI is not that it automates existing processes \u2014 it\u2019s the promise of the limitless human potential it unlocks.<\/p>\n\n\n\n<p>This activity helps you to discover the &#8220;innovation white space&#8221; in your organisation: high-value opportunities that become possible when AI agents handle routine work, freeing up your most talented people to focus on what only humans can do.<\/p>\n\n\n\n<p>Use this structured approach to identify where your organisation could achieve exponential growth by strategically redeploying human capital toward innovation initiatives.<\/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-9d6595d7 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 class=\"wp-block-heading\" id=\"h-step-1-map-critical-but-tedious-tasks\"><strong>Step 1: Map critical but tedious tasks<\/strong><\/h5>\n\n\n\n<p>Identify three to five tasks that are essential to your business operations but consume significant human time on repetitive, routine work. These are prime candidates for AI automation. Consider tasks like data entry, report generation, customer enquiry routeing or compliance documentation \u2014 work that must be done correctly but doesn&#8217;t require human creativity or judgement.<\/p>\n\n\n\n<h5 class=\"wp-block-heading\" id=\"h-step-2-identify-high-effort-low-value-activities\"><strong>Step 2: Identify high-effort, low-value activities<\/strong> <\/h5>\n\n\n\n<p>Now examine tasks that require substantial time and attention from skilled employees but don&#8217;t deliver proportional value. These might include manual data reconciliation, meeting scheduling across multiple stakeholders or creating routine status updates. While these tasks feel important, they often represent misallocated human potential.<\/p>\n\n\n\n<h5 class=\"wp-block-heading\" id=\"h-step-3-discover-your-innovation-opportunities\"><strong>Step 3: Discover your innovation opportunities<\/strong><\/h5>\n\n\n\n<p>With Steps 1 and 2 complete, identify one to three breakthrough innovation projects that could be speeded up if you redirected the human capital currently consumed by routine work. Think strategically: What bold initiatives has your organisation been &#8220;too busy&#8221; to pursue? What competitive advantages could you build if your best people had 20% more time for strategic thinking?<\/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 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-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading\" id=\"h-download-our-innovation-white-space-worksheet\">Download our Innovation White Space Worksheet<\/h2>\n\n\n\n<p>Use this worksheet to inspire your team to dream big and lean into their \u201cInnovation White Space.\u201d<\/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\/2025\/07\/Identify_Innovation_White_Space.pdf?d=AAPFIN\">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=\"3000\" height=\"1688\" data-attachment-id=\"67732\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/transforming_with_agentic-ai-identify_your_innovation_white_space\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Identify_your_innovation_White_Space.png\" data-orig-size=\"3000,1688\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"Transforming_With_Agentic AI-Identify_your_innovation_White_Space\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Identify_your_innovation_White_Space.png?w=889\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Identify_your_innovation_White_Space.png?w=3000\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Identify_your_innovation_White_Space.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-67732\" style=\"aspect-ratio:16\/9;object-fit:cover\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Identify_your_innovation_White_Space.png 3000w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Identify_your_innovation_White_Space.png?w=889&amp;h=500 889w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Identify_your_innovation_White_Space.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Identify_your_innovation_White_Space.png?w=1536&amp;h=864 1536w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Identify_your_innovation_White_Space.png?w=2048&amp;h=1152 2048w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Transforming_With_Agentic-AI-Identify_your_innovation_White_Space.png?w=150&amp;h=84 150w\" sizes=\"auto, (max-width: 3000px) 100vw, 3000px\" \/><\/figure>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" id=\"form\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/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-9d6595d7 wp-block-columns-is-layout-flex\" style=\"background-color:#eef4ff\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h3 class=\"wp-block-heading is-style-inline-form-heading\" id=\"h-get-the-agentic-ai-guide-delivered-to-your-inbox\">Get the agentic AI guide delivered to your inbox.<\/h3>\n\n\n\n<p class=\"is-style-inline-form-paragraph no-bottom-margin\">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\">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=\"1268\" height=\"714\" data-attachment-id=\"68815\" data-permalink=\"https:\/\/www.salesforce.com\/au\/blog\/playbook\/agentic-ai\/agentic_ai_playbook_form\/\" data-orig-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Agentic_AI_Playbook_Form.png\" data-orig-size=\"1268,714\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"Agentic_AI_Playbook_Form\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Agentic_AI_Playbook_Form.png?w=888\" data-large-file=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Agentic_AI_Playbook_Form.png?w=1268\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Agentic_AI_Playbook_Form.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-68815\" srcset=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Agentic_AI_Playbook_Form.png 1268w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Agentic_AI_Playbook_Form.png?w=888&amp;h=500 888w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Agentic_AI_Playbook_Form.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/07\/Agentic_AI_Playbook_Form.png?w=150&amp;h=84 150w\" sizes=\"auto, (max-width: 1268px) 100vw, 1268px\" \/><\/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\/au\/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\/au\/blog\">\n\t<input type=\"hidden\" name=\"DriverCampaignId\" value=\"\">\n\t<input type=\"hidden\" name=\"FormCampaignId\" value=\"701ed00000auJclAAE\">\n\t<input type=\"hidden\" name=\"FormSubmissionDate\" value=\"2026-04-04T15:15:05+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\/au\/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=\"3b43d9417f\" \/><input type=\"hidden\" name=\"_wp_http_referer\" value=\"\/au\/blog\/wp-json\/wp\/v2\/sf_chaptered_article\/68813?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=\"US\" label=\"United States\">United States<\/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 And Barbuda\">Antigua And 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, The\">Bahamas, The<\/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=\"BZ\" label=\"Belize\">Belize<\/option>\n\t\t\t\t\t<option value=\"BE\" label=\"Belgium\">Belgium<\/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=\"BV\" label=\"Bouvet Is\">Bouvet Is<\/option>\n\t\t\t\t\t<option value=\"BA\" label=\"Bosnia and Herzegovina\">Bosnia and Herzegovina<\/option>\n\t\t\t\t\t<option value=\"BW\" label=\"Botswana\">Botswana<\/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=\"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=\"KY\" label=\"Cayman Is\">Cayman Is<\/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=\"HK\" label=\"Hong Kong\">Hong Kong<\/option>\n\t\t\t\t\t<option value=\"MO\" label=\"Macau\">Macau<\/option>\n\t\t\t\t\t<option value=\"CX\" label=\"Christmas Is\">Christmas Is<\/option>\n\t\t\t\t\t<option value=\"CC\" label=\"Cocos (Keeling) Is\">Cocos (Keeling) Is<\/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=\"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=\"CI\" label=\"Cote D&#039;Ivoire (Ivory Coast)\">Cote D&#039;Ivoire (Ivory Coast)<\/option>\n\t\t\t\t\t<option value=\"HR\" label=\"Croatia (Hrvatska)\">Croatia (Hrvatska)<\/option>\n\t\t\t\t\t<option value=\"CY\" label=\"Cyprus\">Cyprus<\/option>\n\t\t\t\t\t<option value=\"CZ\" label=\"Czech Republic\">Czech Republic<\/option>\n\t\t\t\t\t<option value=\"CD\" label=\"Democratic Republic of the Congo\">Democratic Republic of the Congo<\/option>\n\t\t\t\t\t<option value=\"DK\" label=\"Denmark\">Denmark<\/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=\"DJ\" label=\"Djibouti\">Djibouti<\/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=\"ET\" label=\"Ethiopia\">Ethiopia<\/option>\n\t\t\t\t\t<option value=\"FK\" label=\"Falkland Is (Is Malvinas)\">Falkland Is (Is Malvinas)<\/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 Islands\">Fiji Islands<\/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=\"MK\" label=\"F.Y.R.O. Macedonia\">F.Y.R.O. Macedonia<\/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, The\">Gambia, The<\/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 and McDonald Is\">Heard and McDonald Is<\/option>\n\t\t\t\t\t<option value=\"HN\" label=\"Honduras\">Honduras<\/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=\"KR\" label=\"Korea, South\">Korea, South<\/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=\"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 Is\">Marshall Is<\/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=\"MQ\" label=\"Martinique\">Martinique<\/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\">Myanmar<\/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, The\">Netherlands, The<\/option>\n\t\t\t\t\t<option value=\"AN\" label=\"Netherlands Antilles\">Netherlands Antilles<\/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=\"NO\" label=\"Norway\">Norway<\/option>\n\t\t\t\t\t<option value=\"NF\" label=\"Norfolk Island\">Norfolk Island<\/option>\n\t\t\t\t\t<option value=\"MP\" label=\"Northern Mariana Is\">Northern Mariana Is<\/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 Island\">Pitcairn Island<\/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=\"CG\" label=\"Republic of the Congo\">Republic of the Congo<\/option>\n\t\t\t\t\t<option value=\"RE\" label=\"Reunion\">Reunion<\/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=\"SH\" label=\"Saint Helena\">Saint Helena<\/option>\n\t\t\t\t\t<option value=\"KN\" label=\"Saint Kitts And Nevis\">Saint Kitts And Nevis<\/option>\n\t\t\t\t\t<option value=\"LC\" label=\"Saint Lucia\">Saint Lucia<\/option>\n\t\t\t\t\t<option value=\"PM\" label=\"Saint Pierre and Miquelon\">Saint Pierre and Miquelon<\/option>\n\t\t\t\t\t<option value=\"VC\" label=\"Saint Vincent And The Grenadines\">Saint Vincent And The Grenadines<\/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=\"ST\" label=\"Sao Tome and Principe\">Sao Tome and Principe<\/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=\"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; The S. Sandwich Is\">South Georgia &amp; The S. Sandwich Is<\/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=\"SR\" label=\"Suriname\">Suriname<\/option>\n\t\t\t\t\t<option value=\"SJ\" label=\"Svalbard And Jan Mayen Is\">Svalbard And Jan Mayen Is<\/option>\n\t\t\t\t\t<option value=\"SZ\" label=\"Swaziland\">Swaziland<\/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=\"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 And Tobago\">Trinidad And 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=\"TC\" label=\"Turks And Caicos Is\">Turks And Caicos Is<\/option>\n\t\t\t\t\t<option value=\"TM\" label=\"Turkmenistan\">Turkmenistan<\/option>\n\t\t\t\t\t<option value=\"TV\" label=\"Tuvalu\">Tuvalu<\/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=\"UM\" label=\"United States Minor Outlying Is\">United States Minor Outlying Is<\/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 State (Holy See)\">Vatican City State (Holy See)<\/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=\"VG\" label=\"Virgin Islands (British)\">Virgin Islands (British)<\/option>\n\t\t\t\t\t<option value=\"VI\" label=\"Virgin Islands (US)\">Virgin Islands (US)<\/option>\n\t\t\t\t\t<option value=\"WF\" label=\"Wallis And Futuna Islands\">Wallis And Futuna Islands<\/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 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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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Our playbook has lessons, examples and tips for building an agentic enterprise.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/au\/blog\/playbook\/agentic-ai\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Agentic AI Playbook\" \/>\n<meta property=\"og:description\" content=\"Create your AI strategy and find the best use cases. 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