What Is Agentforce 360?

Agentic AI’s ability to autonomously plan, reason, and act without constant human oversight has quickly made it the driving force behind modern businesses. That’s because it has created a better way to serve customers and equip employees to be more productive and efficient. But how?

With the right products, any company can transform into an Agentic Enterprise — the type of company where humans and AI agents work seamlessly across teams and tools. Salesforce is helping companies embrace this transformation with Agentforce 360. It’s our portfolio of products that connect your apps, data, and AI agents to power every team, personalize every customer experience, and improve every process. Here’s how.

What we'll cover:

• Agentforce 360 defined
• The 3 core elements of Agentforce 360
• 4 capabilities every company needs
• Agentforce vs. Agentforce 360 vs. Agentforce 360 Platform
• How businesses are using Agentforce 360

Agentforce 360 is the name of Salesforce’s full portfolio of products.

It brings together employees, AI agents, data, and apps on one trusted platform. Used every day by businesses of every size, stage, and industry, these products help build deeper customer relationships, increase employee productivity, and drive more efficient operations.

Agentforce 360 includes applications for every department, like sales, service, marketing, operations, and more. It also includes tools for unifying customer and business data. This gives employees and AI agents the ability to drive personalization for customers, while allowing for better internal decision-making and simplified cross-team communication.

Salesforce’s portfolio also provides the builder tools, data services, security, and governance to safely build, deploy, and manage AI agents. These agents use AI, data, and apps to perform digital labor, which means they can autonomously plan, learn, and act.

To keep things simple, think about Agentforce 360 as the one place that brings together the 3 core elements every business needs to become an Agentic Enterprise and perform at the highest level:

1. An agentic foundation to power every aspect of your business
2. Unified customer and business data that informs every action
3. Integrated apps for each team to do their best work

Let’s dive deeper into each of these elements.

Agentforce 360 is a complete solution that can power any company’s shift to becoming an Agentic Enterprise. That solution is built on 3 technologies and applications that work together seamlessly so that businesses can too.

The Agentforce 360 Platform is the foundational layer of the Salesforce portfolio. It provides enterprise-grade tools and technology to safely build, deploy, and manage AI agents that can be integrated into your existing work and processes. It also includes core services like data integration, security frameworks, agent development tools, and governance across the entire portfolio. By connecting humans, agents, and data in one place, Agentforce 360 Platform helps every employee achieve more and empowers your company to operate with intelligence and speed.

To make decisions, you need more than just data: you need context. Data 360 provides it with the ability to unify and govern any type of data (structured or unstructured) and help you create a single view of your customer and business data. It can also scale to any size in order to process data fast. With Data 360, you can turn information into insight, which provides the context that every human, agent, app, and workflow needs to make better decisions.

Customer 360 is Salesforce’s customer relationship management (CRM) layer. It’s made up of best-in-class AI-powered apps for sales, service, marketing, commerce, IT, industries, partners, and more. It also includes Slack, the “work operating system” where employees can interact with agents, colleagues, and customers to automate tasks, access information, and drive productivity. Customer 360’s apps and their ready-to-use agents give employees the tools they need to collaborate more easily and work more efficiently to deliver better customer experiences.

58% of CEOs expect digital labor to have an even bigger impact on business than both the internet and cloud computing. Two-thirds of them believe that embracing AI agents is critical to their ability to compete in today’s economic climate. Agentforce 360 is the portfolio of tools that can help companies become Agentic Enterprises, empowering employees and driving customer success.

Modern businesses have been quick to embrace agentic AI because of how it can elevate every employee and team. To succeed in a world where intelligence, context, and trust drive every interaction, businesses must develop to become organization where these 4 key capabilities take hold.

Agentforce 360 brings together humans and agents, elevating the capabilities of both. Rather than take away work from employees, digital workers help humans maximize their abilities, empowering them to accomplish more and focus on higher-level and more strategic opportunities. By working together, humans and AI agents can drive limitless customer success.

When it comes to serving customers and managing their data, trust isn’t optional — it’s a requirement. With Agentforce 360, trust is built into every interaction. This is done by ensuring that every piece of data, each decision, and all actions are based on pre-defined boundaries of security and governance. Transparency is built into the process, explaining the reasoning behind every decision and action.

The best decisions are made The best decisions are made when employees, agents, and systems share a complete view of your business. Salesforce’s portfolio provides that view by unifying all of your data, applications, and workflows in a single place to provide a full view of your customers, employees, and operations. Equipped with that trusted context, every decision becomes more informed, precise, and trusted.

When intelligence is embedded across every part of your organization, individuals and team can achieve more. With humans and agents collaborating in and across every function — from sales and service to operations, IT, and beyond — the entire business gains efficiency, creativity, and speed.

Agentforce isn’t just part of our portfolio, it’s the agentic intelligence infused within our products. That’s why you’ll see the term in so many places. While they are related, each “Agentforce” name describes a different piece of our portfolio.

• Agentforce is Salesforce’s intelligence at work
  • The AI agents and capabilities you use every day across Salesforce’s portfolio of products
• Agentforce 360 is Salesforce’s full portfolio of products
  • It's made up of Data 360, Customer 360, and Agentforce 360 Platform
• Agentforce 360 Platform is Salesforce's foundational layer
  • This is where you can build and manage AI agents, as well as the data, security, and governance they need to scale and operate across your entire system

Salesforce customers of every size and in every industry are already using Agentforce 360 to drive measurable success across their business. Here are just a few examples of how real customers are using our deeply unified portfolio to become more efficient and drive customer success.

OpenTable, which helps tens of thousands of restaurants fill 1.9 billion seats a year, faced a surge in simple service requests due to inefficient self-service options. They turned to Agentforce 360 to build agents that search over 1,500 knowledge articles to instantly answer common diner and restaurant questions, such as double-booked tables. With unified data and agentic capabilities, these agents now successfully resolve 73% of issues while handling 11,000 conversations weekly. Employees can now focus on the most complex cases routed to them, complete with handoff notes created by the agents. Read OpenTable’s story here.

Globoplay, Brazil’s 2nd largest streaming service, needed a better way to respond to the millions of subscriber questions they receive each year. They built an agent to instantly answer questions, suggest upgrades, and walk new customers through setup — all via WhatsApp. The agent now interacts with thousands of subscribers daily, increasing customer retention by 22% while improving response accuracy by 109% compared to their previous chatbot. Globoplay is making the most of Agentforce 360, using it to deliver more real-time, personalized experiences across email, WhatsApp, and SMS. Tapping the power of one unified platform, they are reaching customers where they are to turn prospects into subscribers and build customer loyalty. Read Globoplay’s story here.

Pandora, the world’s largest jewelry brand, was looking to bring their personalized, in-store customer experience to their digital channels, while also making it a destination for routine service inquiries. They did it withthe power of Agentforce 360. By integrating their data from various sources into one view, Pandora created a unified digital shopping and service experience that agents could use to serve customers while providing the Pandora touch. With that in place, agents were able to deflect 60% of service cases while handling 22% of all sales. Read Pandora’s story here.

The transformation of traditional businesses to Agentic Enterprises is already underway, elevating employee capabilities and boosting customer success. Modern organizations are using Agentforce 360 to operate, grow, and compete by bringing together humans and AI agents to drive customer success together.

Are you ready to become a company that harnesses AI to power every team, personalize every customer experience, and improve every process? Let’s get started!