Agentic CRM
Utilising AI to power pre-built agents that work within existing business tools to enhance productivity.
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Agency
Brolik
MarketingOps
Cross-discipline
Salesforce provides an Agentic CRM platform that integrates AI to enhance productivity across business functions such as sales, service, marketing, and commerce. The platform aims to connect people and AI agents, enabling every part of a business to work together through pre-built agents and data-driven insights. It supports a wide range of customers, from small businesses to large enterprises, across various industries.
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Section 01Builds its practice on marketing operations consulting, business process management, and go-to-market operatio... — ask them directly about team size before committing to a big migration.
“The platform focuses on enabling a unified 'Agentic Enterprise' where AI agents and human teams collaborate seamlessly, leveraging an integrated data and workflow system.”
Value proposition
Section 02Salesforce offers an Agentic CRM, integrating AI with its existing CRM capabilities to create a system where pre-built agents can work alongside human teams. This aims to boost productivity by automating routine tasks and generating new business opportunities. The platform facilitates a cohesive operation across sales, service, marketing, and commerce, using tools like Slack for engagement, Agentforce for agent deployment, Customer 360 for business logic, Data 360 for context, and Tableau for insights.
The company's approach centres on providing a single, trusted platform for an "Agentic Enterprise," where all data, models, and workflows are connected. It allows for grounding agents with built-in rules, deploying scalable AI workforces trained on specific business data, and transforming data into actionable insights for both humans and agents. Salesforce also offers an open platform, Headless 360, for integration with various AI models and apps, complemented by AgentExchange for a marketplace of apps, agents, and integrations.
Core competencies
Section 03Integrated Platform
Providing a unified system where data, models, and workflows are connected across various business functions.
Data and Analytics
Transforming data into actionable insights for human and AI agents through components like Tableau and Data 360.
Workforce Collaboration
Enabling seamless interaction between human teams and AI agents via platforms like Slack.
Ecosystem Integration
Offering an open platform (Headless 360) and a marketplace (AgentExchange) for integrating with diverse AI models and third-party applications.
Products & services
Section 04- Sales
- Tools and services to manage sales processes and improve pipeline generation.
- Service
- Support for customer service operations, including AI agents for 24/7 assistance.
- Marketing
- Solutions for marketing campaigns and customer engagement.
- Commerce
- Platforms to manage e-commerce activities and customer loyalty.
- Slack
- A collaboration hub for unifying human teams and AI agents within a single workspace.
- Tableau
- A system for data visualisation and transforming data into actionable insights.
Key takeaways
Section 05- AI Integration
- Salesforce integrates AI agents into its CRM to enhance productivity and automate tasks across various business operations.
- Unified Business Operations
- The platform aims to connect all parts of a business, from sales and marketing to service and commerce, through a single, cohesive system.
- Agentic Enterprise Concept
- The company promotes the concept of an 'Agentic Enterprise' where AI agents handle routine work, allowing human staff to focus on strategic tasks.
- Data-Driven Decisions
- The platform provides tools like Tableau and Data 360 to convert business data into insights that inform actions by both humans and AI agents.
- Open Ecosystem
- Salesforce's platform is designed to be open, allowing integration with external AI models and applications via Headless 360 and AgentExchange.
- Customer Success and Values
- The company emphasises customer success, innovation, equality, and sustainability as core values guiding its operations and product development.
FAQ
Section 06- What is an Agentic CRM?
- An Agentic CRM is Salesforce's approach to integrating AI agents directly into its CRM platform, enabling automated tasks and enhanced productivity across business functions.
- How does Salesforce combine AI with CRM?
- Salesforce combines AI with CRM by providing pre-built agents that operate within existing tools, leveraging components like Agentforce for deployment, Customer 360 for business logic, and Data 360 for unified context.
- What is the Agentic Enterprise?
- The Agentic Enterprise refers to a business model facilitated by Salesforce where AI agents and human teams work together seamlessly to drive growth and efficiency across all operations.