Salesforce today announced it has been recognized as a Leader in the 2025 IDC MarketScape for Worldwide Software Platforms for National Civilian Government AI-Powered Personalized Digital Experiences 2025 Vendor Assessment*. 

Salesforce was recognized for the following strengths:

• AI agent innovation: Salesforce offers strong technology and go-to-market investments in AI and AI agents. This includes a range of prebuilt and customizable agents for public-sector missions and use cases.
• Customer service first: The core of Salesforce’s portfolio is its CRM offering, which ensures customer-centric and customer-service-agent-centric design. This CRM-centric roadmap has been augmented over time with significant investments to infuse government-specific requirements, with regular and systematic input from its government customer advisory boards.
• Public-sector mission-specific blueprints: Salesforce has a wide range of data models and configuration templates for public-sector-specific use cases, from the administration of social protection to modernizing professional licensing and accelerating permitting for small businesses.
• Global footprint: Over the past 15 years, Salesforce has steadily increased its presence among national/federal governments worldwide, including through significant investments in a global partner ecosystem.

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The Salesforce advantage for unparalleled citizen experiences: As AI reshapes public service delivery, governments around the world are transforming how they engage citizens and run their missions. To help them meet the moment, Salesforce offers a comprehensive suite of solutions and AI capabilities, including Agentforce Public Sector, that are designed to seamlessly unify AI, data, and apps, enabling agencies to deliver highly personalized services and execute their complex mandates with greater efficiency and agility.

Innovation in action: Salesforce’s deep investments in innovation for governments include: 

• AI agents for government: With Agentforce, Salesforce has embedded AI agents across its platform and portfolio. Agentforce Public Sector provides a library of pre-built agent templates, composable apps, and pre-configured workflows for use cases such as case management, licensing and permitting, emergency response, and more. This makes it easy for governments to build and deploy mission-specific AI agents that automate time consuming tasks and improve constituent service with personalized, always-on support. 
• Next-gen citizen experiences: Experience Cloud helps government departments create user-friendly portals and websites to digitize citizen services. Agentforce Public Sector builds on that foundation with a digital workforce of agents that can enhance citizen experiences across key areas like benefit inquiries, complaint resolution, and 311 services. 
• Enhanced government decision making: With Tableau Next, government leaders can leverage advanced, AI-powered data analytics capabilities, helping governments make informed decisions based on real-time insights to improve performance tracking, resource allocation, and policy evaluation. 
• Faster government innovation: Salesforce’s low-code Agentforce 360 Platform and AppExchange marketplace make it fast and easy for government IT teams to build and customize agents and applications, reducing dependency on external developers.
• Commitment to security and compliance: Salesforce adheres to stringent global security and compliance requirements, including Protected-B and IRAP, and has key global certifications including HITRUST, ASIP Santé HDS, and ASP/SaaS Certificates. Government Cloud – designed for the U.S. government and government contractors – also meets the highest levels of performance, reliability, and security with authorizations such as IRS 1075, FedRAMP High, DoW Impact Levels, and Top Secret.

Agentforce has greatly enhanced our ability to deliver an exceptional customer experience, work more efficiently, and drive cost containment.

Jesse Elizondo, Assistant City Manager, City of Kyle, Texas

Government perspective: “Agentforce has greatly enhanced our ability to deliver an exceptional customer experience, work more efficiently, and drive cost containment. It’s like having every aspect of town hall instantly accessible 24/7, whether you’re a city employee or a resident seeking help,” said Jesse Elizondo, Assistant City Manager, City of Kyle, Texas.

Salesforce perspective: “Agentforce is powering a new wave of momentum across every level of government. From federal to state and local agencies, leaders are turning to Salesforce as the #1 platform for trusted AI agents that transform citizen experiences and dramatically improve government productivity. Grounded in the security and reliability of the world’s leading CRM, Agentforce helps agencies break through legacy constraints and deliver services that are faster, simpler, and more responsive to the people they serve. We’re proud to stand shoulder-to-shoulder with government leaders as they build the next era of digital public service,” said Kendall Collins, CEO of Government Cloud.

*doc #US53009125, September 2025

Learn more: 

• Learn more about Agentforce Public Sector and how it can transform your organization
• See how U.S. government customers and other public sector organizations are using Salesforce
• See what public sector IT leaders say are the biggest issues they’re facing in Salesforce’s State of IT in the Public Sector report 
• Explore Salesforce Security and Compliance

About IDC MarketScape:

IDC MarketScape vendor assessment model is designed to provide an overview of the competitive fitness of technology and service suppliers in a given market. The research utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each supplier’s position within a given market. IDC MarketScape provides a clear framework in which the product and service offerings, capabilities and strategies, and current and future market success factors of technology suppliers can be meaningfully compared. The framework also provides technology buyers with a 360-degree assessment of the strengths and weaknesses of current and prospective suppliers.