Guide to Media Cloud

The media and entertainment industry faces a relentless battle for audience attention. Companies must constantly innovate to capture, keep, and monetize every moment of customer attention. Succeeding requires transforming core business operations to deliver hyper-personalized experiences across every touchpoint, from content consumption to advertising sales and customer service. This guide explores Salesforce Media Cloud, now known as Agentforce Media, a specialized cloud solution designed to unify data, automate workflows, and leverage artificial intelligence (AI) to help organizations win this battle and drive revenue growth.

A media cloud typically refers to a specialized software solution built on a cloud-based platform. This kind of technology is designed to address the unique business challenges and processes of the media and entertainment industry. It serves as a centralized hub, allowing companies to manage the entire customer lifecycle, from content creation and distribution to personalized advertising sales, service, and marketing. The platform helps businesses manage how they capture, keep, and monetize audience attention.

Essentially, a cloud solution for the media industry moves core business operations — such as contract management, sales quoting, order fulfillment, and service — to a secure, scalable platform. This shift enables faster innovation, improves operational efficiency, and creates more seamless customer experiences across all channels and devices. A robust media cloud provides the tools needed to adapt quickly to changing consumer demands, new distribution models, and the need for highly personalized engagement. The current industry landscape is a relentless battle for every click, scroll, and second of a customer's attention across various channels like streaming platforms, social media, gaming, and news.

Salesforce Media Cloud is a comprehensive, industry-specific product built on the world's leading customer relationship management (CRM) platform. Now known as Agentforce Media, it is a powerful set of tools and capabilities designed specifically to help media and entertainment companies transform their business operations. The platform allows these companies to connect with customers in entirely new ways and address challenges faced by sectors like publishing, streaming, sports, and advertising agencies.

Media Cloud integrates core media business processes directly with customer data and engagement tools. This integration helps unify the customer experience across sales, marketing, and service. It empowers businesses to manage complex industry-specific workflows, such as, advertising sales, and subscriber connections, all within a trusted environment. The solution helps companies deliver better advertising, speed up time-to-market for new offerings, and drive revenue growth in a competitive landscape.

Media Cloud provides numerous advantages to companies seeking to thrive in the digital media landscape. By centralizing operations and leveraging the power of CRM, organizations can unlock new levels of efficiency and customer satisfaction. The platform is designed to overcome common industry hurdles like siloed data, at-capacity teams, manual processes, and legacy systems.

In a world where keeping audience attention is difficult, Media Cloud provides the tools to strengthen subscriber connections. The platform enables personalized experiences and fast, seamless subscriber support. It can adapt the experience for every subscriber and use data to resolve customer service cases swiftly. This focus on personalization and connected experiences helps media companies engage and retain their audiences.

Advertising is a massive component of how media and entertainment companies generate money, alongside subscriptions and licensing. Media Cloud helps businesses turn every advertising opportunity into real revenue. It allows for targeted and higher ROI advertising using first-party data, simplifying complexity to unlock more revenue with AI.

With unified, first-party data at the core, Media Cloud empowers teams to deliver far more precise and higher-ROI advertising across channels. It eliminates operational complexity by streamlining planning, packaging, and delivery workflows, allowing sellers to move faster and focus on higher-value opportunities. And with AI woven throughout—forecasting, recommendations, automation, and agentic workflows—businesses can finally unlock the next level of revenue growth: smarter audience targeting, more efficient campaign execution, and better outcomes for advertisers.

In short, Media Cloud helps media companies transform every advertising opportunity into a smarter, data-powered, AI-optimized source of revenue—at scale.

A core benefit is the ability to multiply a team's impact by having humans and AI agents work together. Agentforce can handle routine tasks, freeing up teams that are currently at capacity. The platform uses pre-built agents that are easy to deploy, delivering results immediately.

Media Cloud is built on the Agentforce 360 platform, which is trusted and deeply unified. It provides a single platform that connects all operations, from sales and service to marketing and analytics. This unified approach breaks down data silos and ensures a consistent view of the customer across the organization.

Media Cloud works by leveraging the unified Agentforce 360 platform, which connects data, AI agents, applications, and human workflows to manage the customer and content lifecycle. The platform is orchestrated and built with deep industry data models and AI capabilities.

The platform enables two core industry pillars:

• Engage: This pillar focuses on personalizing experiences that strengthen subscriber connections. Agentforce can launch campaigns quickly, adapt the experience for every subscriber, and recommend the next best content. It also automates the subscriber journey steps, from audience targeting to handling renewals.
• Monetize: This is about turning advertising opportunities into real revenue. Agentforce Media helps streamline the advertising sales cycle by automating tasks like tracking every request for proposal (RFP) response and generating proposals faster.

These forces — Engage and Monetize — are powered by AI and automation working together to capture, keep, and monetize every moment of audience attention.

Media Cloud offers a suite of powerful features designed to modernize the operations of media and entertainment businesses. These capabilities streamline complex processes and deliver exceptional customer experiences across all channels.

• Subscriber Management: The system is designed to accelerate the subscriber journey by handling processes like onboarding and churn management It also includes features for proactive support, renewal and retention offers, and workflows to win back former customers.
• Agentforce Capabilities for Customer Care: Intelligent agents are used to manage the subscriber engagement and care process. Agents can handle subscriber cases, resolve them swiftly with data, and personalize support with relevant recommendations. Agents can also manage renewal workflows and identify users who are likely to stop their subscription.
• Advertising Sales Management: This feature simplifies the process of unlocking advertising revenue. Agents can streamline the RFP process, automatically track every response, and quickly generate compelling advertising proposals based on sales pitches or campaign briefings. Sales teams can optimize campaigns using real-time, data-driven insights.
• Data 360 Clean Room: This feature allows businesses to unlock audience insights safely and smartly. It enables companies to combine first-party data with partner data for more precise targeting and segmentation, all while ensuring compliance and not exposing personally identifiable information (PII).

Media Cloud is highly adaptable and addresses critical business needs across the media and entertainment industry. It helps companies address key revenue streams such as advertising, subscriptions, and licensing. Some examples include:

A streaming service faces high churn rates and complex customer service inquiries. The service uses Media Cloud to personalize experiences and improve care. Agentforce automatically adapts the user experience and offers proactive support. For example, if a subscriber is identified as being likely to cancel, an AI agent can trigger a retention offer or a personalized communication.

An advertising publisher needs to manage a shift from linear advertising to complex omnichannel advertising with endless formats. The publisher leverages Media Cloud to simplify this complexity. An advertising proposal agent quickly generates a detailed proposal for a major national advertiser seeking placements across TV, digital, and social media. The agent can instantly find the right ad products based on the audience, budget, and campaign goals, allowing the sales team to focus on high-value strategy and close deals faster.

The competitive landscape of the media and entertainment industry demands innovative solutions that place the customer at the center of every decision. Salesforce Media Cloud, now known as Agentforce Media, provides the powerful foundation required to unify business processes, simplify complex offerings, and deliver the personalized experiences customers expect today. Companies can use this media cloud solution to transform their operations, accelerate growth, and build lasting customer relationships. The intelligent agents within Agentforce Media are ready to deliver tangible results now, helping organizations capture, keep, and monetize attention. Explore how Agentforce Media can help your organization thrive in the digital age by connecting every aspect of your customer journey and operational workflows.