{"id":13193,"date":"2026-02-25T06:00:00","date_gmt":"2026-02-25T14:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=13193"},"modified":"2026-02-26T18:02:31","modified_gmt":"2026-02-26T12:32:31","slug":"agentic-work-units","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/in\/news\/stories\/agentic-work-units\/","title":{"rendered":"The Agentic Work Unit: Converting Raw Intelligence into Real Work"},"content":{"rendered":"\n<p>For the last two years the industry has focused on raw model intelligence. But as we work with customers to move beyond the hype, a critical question remains: Are we actually using these models for anything useful?&nbsp;<\/p>\n\n\n\n<p>To date, AI success has been measured through the consumption of <a href=\"https:\/\/www.salesforce.com\/blog\/agentic-ai-definitions\/#token\" target=\"_blank\" rel=\"noreferrer noopener\">tokens<\/a>. But tokens only measure how much an AI talks, not the work it actually completes. That\u2019s why we\u2019re excited to introduce the Agentic Work Unit (AWU).<\/p>\n\n\n\n<p><strong>An AWU is one discrete task accomplished by an AI agent. <\/strong>It is the moment where raw intelligence is converted into real work. It\u2019s a prompt processed, a reasoning chain completed, or\u2014most importantly\u2014a tool invoked.<\/p>\n\n\n\n<p>The AWU provides a platform-level metric that captures the breadth of activity happening across the Agentic Enterprise, from Agentforce to Slack AI. To provide a complete picture of this value, we are tracking two key figures:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>AWUs:<\/strong> The total volume of work our platform performs on behalf of customers.<\/li>\n\n\n\n<li><strong>Tokens Processed:<\/strong> Our footprint in the global AI compute economy, grounding our scale in the infrastructure layer.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-from-inference-to-work\"><strong>From Inference to Work<\/strong><\/h2>\n\n\n\n<p>The relationship between tokens and AWUs is not a fixed ratio; it\u2019s elastic. As our platform innovation matures, and our customer\u2019s implementations improve, we expect to see a divergence in tokens versus AWUs, implying that more work is getting done for less cost.<br><br>High-frequency, deterministic tasks (like triggering a Flow or calling an API) become increasingly \u201ctoken-lean\u201d. Conversely, complex reasoning and autonomous problem-solving may actually see an increase in input tokens. Especially as agents perform more sophisticated actions like running evaluations to determine the quality of work, designing and optimizing agents with vibe coding, and leveraging even more context for the best possible responses.<br><br>The objective here is a high \u201cinference-to-work\u201d ratio: using input tokens to produce concise, high-value output tokens. This is critical because in the world of LLMs, output tokens can be up to 10x more expensive than the input used to get there. Our goal isn\u2019t simply to use fewer tokens; it\u2019s to make sure that every expensive output token spent is maximizing the work being done.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-leading-by-example\"><strong>Leading by Example<\/strong><\/h2>\n\n\n\n<p>We aren&#8217;t just selling this vision; we\u2019re living it. Salesforce is becoming an Agentic Enterprise where humans and agents work together to drive unprecedented efficiency. In our own internal operations, our support agents now handle 96% of cases autonomously, and we\u2019ve saved over 50,000 seller hours by letting agents handle the &#8220;admin&#8221; of sales.<\/p>\n\n\n\n<p>We\u2019re seeing rapid acceleration across our customers as well. <strong>To date, we\u2019ve generated 2.4B AWUs \u2014 771M in Q4 alone, up 57% quarter-over-quarter.<\/strong> Service Agents grew 106% QoQ to reach 129M Q4 AWUs and Employee Agents experienced a 62% QoQ increase. In Slack, AI Search grew 116% QoQ, complemented by a 44% increase in File Summaries and the successful debut of our new Slackbot.\u00a0<\/p>\n\n\n\n<p>These aren\u2019t just usage stats; they\u2019re proof points of the Agentic Enterprise in action. By measuring AWUs, we are finally moving past the AI chatter to the reality of humans and agents working together. This is how we measure the true value of the Agentic Enterprise.<\/p>\n\n\n\n<h5 class=\"wp-block-heading\" id=\"h-go-deeper\">Go Deeper: <\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Learn more about <a href=\"https:\/\/www.salesforce.com\/news\/stories\/salesforce-ceo-marc-benioff-to-discuss-q4-results-on-tbpn\/\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce\u2019s evolved \u201cEarnings Show\u201d format<\/a><\/li>\n\n\n\n<li>Find more news and insights on the <a href=\"https:\/\/www.salesforce.com\/news\/\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce Newsroom<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Moving beyond tokens and seats to quantify the real value created in the Agentic Enterprise<\/p>\n","protected":false},"author":160,"featured_media":13192,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":true,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[],"tags":[],"sf_content_type":[1099],"sf_theme":[2819],"sf_topic":[2836,2802,2820,1117],"sf_product":[2760],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1189],"sf_collection":[],"sf_visibility":[1522],"coauthors":[2855,2856],"class_list":["post-13193","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_content_type-snapshots","sf_theme-agentic-ai","sf_topic-agentic-enterprise","sf_topic-agents","sf_topic-ai","sf_topic-modern-work","sf_product-agentforce","sf_location-apac"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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