AI agents are becoming force-multipliers for Salesforce’s security teams — cutting manual work, speeding up response times, and unlocking time for higher-value analysis. Enabled by Agentforce, Salesforce’s digital labor platform, Salesforce is seeing notable productivity gains in incident detection and response, customer inquiry resolution, and third-party risk assessments.
Why it matters: Security teams are often bogged down by repetitive, manual tasks that eat into the time and energy needed for high-impact, strategic work. That inefficiency can hamper productivity and increase risk. By offloading routine tasks to AI agents, Salesforce is reclaiming thousands of work hours, reducing issue-response times, and redirecting talent toward problems only humans can solve.
Brad Arkin, Chief Trust Officer at Salesforce, believes that the company’s #1 value of trust is what sets the company apart in security and compliance.
“We provide the necessary tools and resources to protect customer data, and we rely on those same tools to protect our own,” he said. “We are our greatest use case.”
We provide the necessary tools and resources to protect customer data, and we rely on those same tools to protect our own.
Brad Arkin, Salesforce Chief Trust Officer
Here, Arkin describes a few of the ways Agentforce enhances security at the company:
- Detection and response: Salesforce’s incident response team uses Agentforce to automatically triage next steps for incidents based on case descriptions and enrichment while evaluating incident response quality.
“Before Agentforce, incident response workers would have to send notes to teammates, set up new meetings, and track down information from various sources to catch up on everything that had happened since their last shift,” said Arkin. “Now, our teams can ask their agent for the status of any incident and get the summary they need to do their job.”
By improving case triage and response productivity, Salesforce has significantly improved security team efficiency. In fact, Agentforce has already executed more than 44,000 prompts and saved more than 3,000 hours of the team’s time — the equivalent of nearly 1.5 working years. - Customer inquiry response: Before Agentforce, Salesforce’s security teams manually responded to around 1,500 ad hoc security-related product questions every month and combed through more than 450 compliance documents to find the answers to these questions. Now, those teams identify answers in just six or seven seconds.
“Our reps can share answers to security-related questions with confidence, knowing we’re getting service-specific answers from the most current documentation,” Arkin said. - Third-Party Security (TPS) engineering: The Third Party Security team built an Agentforce skill (a job or task that Agentforce can perform) that is pre-assessing supplier technology assignments, freeing engineers to focus on high-priority supplier issues. The TPS Engineering skill evaluates and summarizes more than 100 supplier assessment questionnaires per month. Each assessment is then reviewed by a TPS engineer who can follow up on anything requiring additional attention.
“Agentforce saves 30% of engineers’ time by reviewing initial artifacts,” Arkin said. “This directly benefits 300 to 500 employees every month.”
What’s next: Salesforce continues to explore AI agent use cases that will improve the company’s security posture and efficiency.
Go deeper:
- Read how Salesforce is investing in ethical hackers
- Learn more about Salesforce’s cybersecurity initiatives and trust commitment
