Agentic CRM
Provides a CRM system enhanced with AI agents to automate and streamline various business processes across sales, service, marketing, and commerce.
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Agency
iNet Process
MarketingOps
Cross-discipline
Salesforce provides an 'Agentic CRM' platform that integrates AI agents with its established CRM solutions. The platform aims to connect various business functions, including sales, service, marketing, and commerce, through a unified system. It leverages pre-built AI agents to automate tasks and enhance productivity across an organisation's operations, with a focus on trust, data governance, and integration.
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Section 01A global consulting/tech services company focused on xRM shop worth a look if you want a partner who's done this exact migration before.
“Salesforce focuses on unifying people and AI agents within its platform to automate operations and provide comprehensive business context.”
Value proposition
Section 02Salesforce offers an 'Agentic CRM' platform designed to integrate artificial intelligence capabilities into its core CRM functions. This platform deploys pre-built AI agents that are intended to understand business processes and work within existing tools, aiming to increase pipeline generation and operational efficiency. The approach focuses on connecting all parts of a business, from sales and service to marketing and commerce, through a unified system that incorporates AI for tasks and insights.
The system is built on a foundation of connected data, models, and workflows, emphasising trust and integrated governance. It includes components like Customer 360 for business logic, Agentforce for scalable AI agents, Tableau for data-driven insights, Slack for collaboration, and Data 360 for comprehensive business context. Salesforce also provides an open platform, Headless 360, for custom development and integration with various AI models and tools, alongside AgentExchange, a marketplace for applications, agents, and integrations.
Core competencies
Section 03Data Unification and Context
Offers Data 360 to connect systems, manage data, and unify customer context, providing a trusted basis for both human and AI agent actions.
AI Agent Deployment
Enables the deployment of scalable AI agents (Agentforce) trained on proprietary data and governed by business rules, designed to reason and act across the business.
Integrated Collaboration
Integrates Slack to facilitate collaboration between human teams and AI agents, centralising conversations, decisions, and context.
Extensible Platform
Provides Headless 360 for building and deploying customised experiences, integrating with other AI models and existing infrastructure, with built-in governance.
Marketplace for Ecosystem Integration
Operates AgentExchange, a unified marketplace for Salesforce apps, Slack apps, and Agentforce agents, facilitating integrations with external tools and services.
Products & services
Section 04- Customer 360
- A system that underpins business operations with proven logic, workflows, and processes, ensuring agents act in alignment with business trust.
- Agentforce
- A system of agency for deploying scalable AI agents that reason, act, and improve processes, trained on specific data and governed by organisational rules.
- Tableau
- A system of insight that converts data into understanding, enabling agents and humans to make informed decisions and take decisive action.
- Slack System of Engagement
- A collaboration platform where human teams and AI agents interact, centralising communication and context to focus human effort on unique tasks.
- Data 360
- A system of context that connects various systems, manages data, and unifies customer information to provide a comprehensive business view for AI and humans.
- Headless 360
- An open platform for developers to build and deploy customised experiences, integrating Salesforce with other applications, AI tools, and infrastructure with inherited governance.
Key takeaways
Section 05- AI Integration
- Salesforce positions itself as an 'Agentic CRM' leader by integrating AI agents across its platform to enhance pipeline generation and operational efficiency.
- Unified Platform
- The platform aims to unify various business functions, data, and workflows, allowing different departments to operate cohesively.
- Trust and Governance
- Trust and security are embedded into the platform's architecture, ensuring AI agents operate within established business logic and governance rules.
- Ecosystem and Extensibility
- Salesforce offers an open platform and a marketplace (AgentExchange) for integrations with third-party applications and AI models, supporting a broad ecosystem.
- Customer Focus
- The company emphasises customer success as a core value, aiming to empower customers to achieve their goals through its technology.
FAQ
Section 06- What is Salesforce's 'Agentic CRM'?
- Salesforce's 'Agentic CRM' integrates AI agents into its CRM platform to automate tasks, generate pipeline, and handle routine work, allowing human teams to focus on higher-value activities.
- How does Salesforce ensure trust in its AI agents?
- Salesforce grounds its AI agents with built-in rules, workflows, and data from Customer 360, ensuring every agent action aligns with established business logic and processes.
- What is AgentExchange?
- AgentExchange is a unified marketplace for Salesforce apps, Slack apps, and Agentforce agents, tools, and MCP servers, facilitating discovery and integration of various solutions.
- Which external AI models can be integrated with Salesforce?
- Salesforce's Headless 360 platform supports integration with various AI models, including Claude, ChatGPT, Perplexity, Windsurf, Notion, and Amazon Bedrock.