{"id":85999,"date":"2025-04-03T08:00:00","date_gmt":"2025-04-03T15:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=85999"},"modified":"2025-09-02T11:10:40","modified_gmt":"2025-09-02T18:10:40","slug":"customers-on-unified-data-for-agents","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/customers-on-unified-data-for-agents\/","title":{"rendered":"Why Customers Say Unified Data Is Critical for AI Agents"},"content":{"rendered":"\n<p><a href=\"https:\/\/www.salesforce.com\/agentforce\/ai-agents\/\" target=\"_blank\" rel=\"noreferrer noopener\">AI agents<\/a> are only as good as the data they\u2019re able to access, but many organizations are still struggling to bring it all together.\u00a0<\/p>\n\n\n\n<p>The stakes rise as leaders push to deploy AI agents for productivity and efficiency. They quickly run into fragmented data scattered across platforms, repositories, and formats. As a result, CIOs find themselves spending <a href=\"https:\/\/www.salesforce.com\/news\/stories\/cio-ai-trends\/\" target=\"_blank\" rel=\"noreferrer noopener\">20% of their IT budgets<\/a> on supporting data infrastructure, compared to just 5% on AI.<\/p>\n\n\n\n<div class=\"wp-block-group is-style-media-wrapping-container\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<figure class=\"wp-block-embed alignleft 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\/9RfWLLfHuRuYpDc5xXj1DA.jpg\"  data-uuid=\"9RfWLLfHuRuYpDc5xXj1DA\"  data-v=\"4\"  data-type=\"inline\"  data-width=\"318\"  data-height=\"360\"\/>\n<\/div><\/figure>\n\n\n\n<p class=\"has-text-align-left\">Dan O\u2019Leary, senior director of partnerships at Box, an intelligent content management (ICM) platform provider, summed it up well:&nbsp;<\/p>\n\n\n\n<p class=\"has-text-align-left\">\u201cOne of the biggest challenges we face today,\u201d he said, \u201cis figuring out how to pull all this data together. How do we do it securely? And how do we do it in a way that makes it accessible to agents and agentic processes? It\u2019s hard if it&#8217;s in a hundred places, a hundred repositories, or in unstructured sources you can&#8217;t access.\u201d<\/p>\n\n\n\n<p class=\"has-text-align-left\">To overcome this inefficiency, many organizations are turning to Salesforce, tapping its <a href=\"https:\/\/www.salesforce.com\/agentforce\/digital-labor\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">digital labor<\/a> platform, <a href=\"https:\/\/www.salesforce.com\/agentforce\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce<\/a>, and its hyperscale data engine Data Cloud to deliver actionable insights grounded in real-time customer data and metadata. Other agents or copilots fall short because they lack the full access Data Cloud provides to structured and <a href=\"https:\/\/www.salesforce.com\/data\/what-is-unstructured-data\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">unstructured data<\/a> in their <a href=\"https:\/\/www.salesforce.com\/data\/what-is-a-data-lake\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">data lakes<\/a>, warehouses, and <a href=\"https:\/\/www.salesforce.com\/crm\/what-is-crm\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">CRM systems<\/a>.<\/p>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-bridging-healthcare-data-gaps-nbsp\"><strong>Bridging healthcare data gaps&nbsp;<\/strong><\/h2>\n\n\n\n<p><a href=\"https:\/\/www.salesforce.com\/data\/unified-data\/\" target=\"_blank\" rel=\"noreferrer noopener\">Unified data<\/a> is particularly important in healthcare, where the difference between timely intervention and critical delay can be life-altering. <a href=\"https:\/\/www.salesforce.com\/customer-stories\/adobe-population-health\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Adobe Population Health<\/a>, an innovative care management company, experienced this firsthand.\u00a0<\/p>\n\n\n\n<p>Delivering truly personalized care requires a comprehensive view of each patient, but doing so effectively is incredibly challenging with fragmented data, said Alex Waddell, CIO at Adobe Population Health.<\/p>\n\n\n\n<p>\u201cWe really want to teach an agent what\u2019s important for every individual member \u2014 what chronic conditions they have or what medications they need to be aware of,\u201d Waddell said. \u201cBut we had <a href=\"https:\/\/www.salesforce.com\/data\/connectivity\/data-silos\/\" target=\"_blank\" rel=\"noreferrer noopener\">data silos<\/a> across our organization, and that prevented us from having key information when we needed it.\u201d<\/p>\n\n\n\n<p>By unifying its records with <a href=\"https:\/\/www.salesforce.com\/data\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Data Cloud<\/a>, Waddell said Adobe Population Health was able to ensure that it was using the right data to fuel its <a href=\"https:\/\/www.salesforce.com\/artificial-intelligence\/ai-models\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">AI models<\/a>.&nbsp;<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>You have to have your data in one place because if you (don\u2019t), you might actually bring in data that is not useful or might be negative to your model.<\/p>\n<cite>Alex Waddell, Adobe Population Health<\/cite><\/blockquote>\n\n\n\n<p>\u201cYou have to have your data in one place because if you (don\u2019t), you might actually bring in data that is not useful or might be negative to your model,\u201d he said. \u201cSo, I really think it\u2019s important to look at something like Data Cloud, even if you&#8217;re an organization like Adobe Population Health who&#8217;s on a single platform, and ask, \u2018What are we sending into the model?\u2019 and be thoughtful about what we send so we can get thoughtful and useful responses.\u201d<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-automating-services-at-scale\"><strong>Automating services \u2014 at scale<\/strong><\/h3>\n\n\n\n<p>For professional services firms, <a href=\"https:\/\/www.salesforce.com\/artificial-intelligence\/what-is-ai\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">AI<\/a> enhances human expertise by automating tasks.<\/p>\n\n\n\n<p>Raju Malhotra, Chief Product and Technology Officer at <a href=\"https:\/\/certinia.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Certinia<\/a>, a cloud-based platform for services businesses, emphasized the need for a unified data foundation to optimize service delivery.<\/p>\n\n\n\n<p>&#8220;The quality of experience and quality of decisions really comes down to the quality of data that we have,&#8221; Malhotra said. He pointed to Data Cloud\u2019s role in creating a \u201csingle view of the customer,\u201d which was essential for effective AI and quality customer engagements.<\/p>\n\n\n\n<p>Certinia\u2019s AI agents can help automate staffing decisions and improve customer success outcomes. For example, agents can handle real-time staffing adjustments and generate customer success reports\u200c \u2014 \u200cfreeing humans to focus on more strategic client relationships.<\/p>\n\n\n\n<p>&#8220;We have a customer success agent that proactively monitors the health of our customers&#8217; customers,&#8221; streamlining engagement, Malhotra explained. Having a unified data layer is foundational to these capabilities, he added.<\/p>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--einstein\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tWhat&#039;s the Key to Tapping a $6T Digital Labor Opportunity? \t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p><\/p>\t<\/div>\n\t\t\t<p class=\"tidbit-link label\">\n\t\t\t<a class=\"label has-right-arrow has-right-arrow--small\" href=\"https:\/\/www.salesforce.com\/news\/stories\/unlocking-digital-labor-opportunity\/\" target=\"_blank\">\n\t\t\t\t<span>FIND OUT<\/span>\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 14 10\">\n\t<path d=\"M13.92 5.38a1 1 0 000-.76.9.9 0 00-.17-.26.25.25 0 000-.07l-4-4a1 1 0 00-1.46 1.42L10.59 4H1.07a1 1 0 000 2h9.52l-2.3 2.29a1 1 0 000 1.42 1 1 0 001.42 0l4-4a.25.25 0 000-.07.9.9 0 00.21-.26z\" \/>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/p>\n\t\t\t\t<img class=\"tidbit img-einstein\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png\"\n\t\talt=\"Illustration of einstein\"\n\t\tsizes=\"(min-width:1024px) 175px, 130px\"\n\t>\n\t<\/aside>\n\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-centralizing-data-to-enhance-workflows\"><strong>Centralizing data to enhance workflows<\/strong><\/h2>\n\n\n\n<p>Organizations leading in AI adoption aren\u2019t just implementing the technology\u200c \u2014 \u200cthey\u2019re building data strategies that enable it. That\u2019s the case at Formstack, a workplace productivity platform provider. To make the most of Agentforce\u2019s&nbsp; capabilities, Formstack relies on the unified data within Data Cloud to help automate document generation and streamline workflows.&nbsp;<\/p>\n\n\n\n<p>&#8220;Data Cloud has that extremely powerful ability to just consume all of your data, centralize it, and integrate it everywhere,&#8221; said Marc-Andr\u00e9 Th\u00e9riault,&nbsp;Formstack engineering manager.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Data Cloud has that extremely powerful ability to just consume all of your data, centralize it, and integrate it everywhere.<\/p>\n<cite>Marc-Andr\u00e9 Th\u00e9riault,&nbsp; Formstack<\/cite><\/blockquote>\n\n\n\n<p>This centralized data foundation allows Formstack to directly integrate <a href=\"https:\/\/www.salesforce.com\/agentforce\/what-is-agentic-ai\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">agentic AI<\/a> enhancements into existing Salesforce workflows.&nbsp;<\/p>\n\n\n\n<p>\u201cAll of our customers are actually already in Salesforce,\u201d Th\u00e9riault said. \u201cThat&#8217;s where people are working. This is the tool that they open first thing in the morning and close last thing at night. So, being able to embed an AI agent that is powerful and trusted on top of that, to leverage all the flows, all the automations, all the Apex, but also all the data that they already have in the platform makes using Agentforce a no brainer.\u201d<\/p>\n\n\n\n<p>The smartest agents are useless without the right data behind them. As AI adoption accelerates, companies are increasingly realizing that great AI relies on great data.&nbsp;<\/p>\n\n\n\n<aside class=\"more-from-block more-from-block--2 alignfull wp-block-newsroom-moreontopic\">\n\t<div class=\"more-from-block__content\">\n\t\t\t\t\t<h4 class=\"more-from-block__title\">Related<\/h4>\n\t\t\n\t\t<div class=\"more-from-block__cards more-from-block__cards--2\"\n\t\t\t\t>\n\t\t\t\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"93261\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/news\/press-releases\/2026\/04\/20\/chiesi-group-agentforce-life-sciences-transforms-customer-engagement\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Chiesi-Tile.png?w=1024\" class=\"content-card__image\" alt=\"Chiesi Group selects Salesforce Agentforce Life Sciences.\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Chiesi-Tile.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Chiesi-Tile.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Chiesi-Tile.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Chiesi-Tile.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Chiesi-Tile.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Chiesi-Tile.png?w=500&amp;h=281 500w, 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https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/TDX-2026-Newsroom-Live-Blog-2.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/TDX-2026-Newsroom-Live-Blog-2.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/TDX-2026-Newsroom-Live-Blog-2.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/news\/stories\/tdx-2026-live-blog\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tTDX Live Blog: All the Highlights You Missed\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t22 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\t\t<\/div>\n\t\t<noscript>\n<div class=\"pagination-fallback\">\n\n\t\t<a href=\"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/posts\/85999\/page\/2\/?bc=OTH#section-title\">\n\t\t\tOlder Posts\t\t<\/a>\n\t\t<\/div>\n<\/noscript>\n\t<\/div>\n<\/aside>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-more-information\"><strong>More information:<\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Learn why a <a href=\"https:\/\/www.salesforce.com\/news\/stories\/unlocking-digital-labor-opportunity\/\" target=\"_blank\" rel=\"noreferrer noopener\">deeply integrated platform<\/a> is key to unlocking the agentic AI opportunity<\/li>\n\n\n\n<li>Find out how <a href=\"https:\/\/www.salesforce.com\/news\/stories\/how-data-cloud-powers-agentforce\/\" target=\"_blank\" rel=\"noreferrer noopener\">Data Cloud fuels agent-first enterprises<\/a><\/li>\n\n\n\n<li>Discover why <a href=\"https:\/\/www.salesforce.com\/news\/stories\/unified-platform-unlocks-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">AI models matter less<\/a> than having a deeply unified platform<\/li>\n\n\n\n<li>Read why <a href=\"https:\/\/www.salesforce.com\/news\/stories\/scaling-metadata-agentic-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">metadata is key<\/a> to building a massive AI agent ecosystem<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>AI agents are only as good as the data they\u2019re able to access, but many organizations are still struggling to bring it all together.\u00a0 The stakes rise as leaders push to deploy AI agents for productivity and efficiency. They quickly run into fragmented data scattered across platforms, repositories, and formats. As a result, CIOs find [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":86004,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[1],"tags":[],"sf_content_type":[1728],"sf_theme":[1916],"sf_topic":[20528,1737,2798,19141],"sf_product":[19930,2717,1748],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1798],"sf_collection":[],"sf_visibility":[],"coauthors":[],"class_list":["post-85999","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","sf_content_type-snapshots","sf_theme-artificial-intelligence","sf_topic-agents","sf_topic-artificial-intelligence","sf_topic-data","sf_topic-enterprise-ai","sf_product-agentforce","sf_product-data-360","sf_product-salesforce-platform","sf_location-global"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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