Agentic Platform
Provides a unified platform for businesses, connecting data, models, and workflows with built-in trust and security.
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Agency
Newfangled
MarketingOps
Cross-discipline
Salesforce provides an Agentic CRM platform that integrates AI with CRM capabilities to enhance business productivity. The platform offers pre-built AI agents designed to work within existing company tools, supporting various business functions from sales and service to marketing and commerce. It aims to unify people and AI agents to drive efficiency and growth across an organisation.
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Section 01Runs digital marketing systems/habits for agency new-business development engagements; you're renting a team, not buying a deliverable.
“Salesforce tells them what that data means. Tableau is where data becomes understanding that drives action. This understanding lets agents help humans act decisively.”
Value proposition
Section 02Salesforce offers an Agentic CRM solution that combines AI with core CRM functions to boost business productivity. This platform provides pre-built AI agents capable of operating within existing company tools, facilitating collaboration between human teams and artificial intelligence. The goal is to enable businesses to leverage AI for tasks such as customer service, lead generation, and routine operations, freeing human staff for more complex, relationship-focused work.
The Salesforce ecosystem integrates various components like Slack for team collaboration, Customer 360 for business logic, Agentforce for scalable AI workforce deployment, Tableau for data insight, and Data 360 for unified customer context. The platform is designed to be open, allowing integration with various third-party AI models and applications, and includes an AgentExchange marketplace for additional apps and tools. Salesforce emphasises trust, customer success, innovation, equality, and sustainability as core values.
Core competencies
Section 03Customer 360 System of Work
Utilises proven business logic, workflows, and processes to ground agents in trusted company operations.
Agentforce System of Agency
Deploys scalable AI agents capable of reasoning, acting, and improving processes across business functions, trained on specific data and governed by business rules.
Tableau System of Insight
Transforms data into actionable understanding for both human and AI agents, driving decisive actions.
Slack System of Engagement
Unifies communication and collaboration for people and AI agents, centralising conversations, decisions, and context.
Data 360 System of Context
Connects systems, manages data, and unifies customer context to provide comprehensive business context for all users and AI agents.
Products & services
Section 04- Sales Cloud
- Provides tools for sales automation and management, integrated within the Agentic CRM.
- Service Cloud
- Offers solutions for customer service and support, enhanced by AI agents for 24/7 assistance.
- Marketing Cloud
- Supports marketing efforts through various tools and AI-driven insights.
- Commerce Cloud
- Enables e-commerce capabilities with AI-driven features for customer loyalty and sales.
- Slack
- A communication platform for team collaboration, designed to integrate people and AI agents.
- Tableau
- A data analytics and visualisation tool that provides insights to drive informed decisions for humans and agents.
Key takeaways
Section 05- AI Integration
- Salesforce integrates AI directly into its CRM platform through pre-built agents that operate within existing business tools.
- Productivity Enhancement
- The platform aims to improve productivity by automating routine tasks and generating new pipeline, allowing human employees to focus on strategic activities.
- Unified Ecosystem
- Salesforce offers a comprehensive ecosystem that connects various functions like sales, service, marketing, and data management through a single platform.
- Data-Driven Decisions
- Components like Tableau and Data 360 are designed to transform raw data into actionable insights for both human and AI agents.
- Openness and Integration
- The platform supports integration with third-party AI models and applications, fostering an open ecosystem for diverse business needs.
- Values-Driven Approach
- Salesforce operates with core values including trust, customer success, innovation, equality, and sustainability, influencing its business practices.
FAQ
Section 06- What is the Agentic CRM?
- The Agentic CRM is Salesforce's platform that integrates AI capabilities with traditional CRM functions, offering pre-built AI agents to enhance business productivity across various departments.
- How do AI agents work within Salesforce?
- AI agents are pre-built and designed to integrate into existing tools, performing tasks like serving customers, generating new pipeline, and handling routine work, guided by business logic and data.
- What is AgentExchange?
- AgentExchange is a unified marketplace for the Agentic Enterprise, offering Salesforce apps, Slack apps, and Agentforce agents from various partners, discoverable via AI-guided search.
- Does Salesforce integrate with other AI platforms?
- Yes, Salesforce is designed to be open, allowing integration with AI models like Claude, ChatGPT, and other platforms via its Headless 360 capabilities and APIs.
- What core values guide Salesforce?
- Salesforce's core values are Trust, Customer Success, Innovation, Equality, and Sustainability, which guide the company's operations and initiatives.