A Comprehensive Guide to Agentforce 360

Organizations are increasingly relying on artificial intelligence (AI) to enhance customer engagement, streamline operations and drive growth. Recent research shows that 88% of service professionals believe AI helps companies better serve customers. Yet, true transformation demands solutions that are not only intelligent but adaptable and secure.

Agentforce 360, Salesforce's cutting-edge autonomous AI agent platform, empowers businesses across industries to automate sales, service, marketing and commerce tasks at scale. By connecting humans, applications, data and digital agents in a single ecosystem, Agentforce 360 is redefining what agile, efficient business looks like.

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What is Agentforce 360?

Agentforce 360 is Salesforce’s unified platform designed for enterprise-grade autonomous AI agents. These agents are intelligent digital workers, capable of handling high-value tasks across sales, service, marketing and commerce. The platform enables companies to build, orchestrate and govern AI-powered agents that drive efficiency and deliver personalized experiences.

It’s mission is to seamlessly connect humans, applications, agents and data, empowering businesses to transform legacy processes and customer journeys. According to Salesforce’s State of Service Report, by 2027, 50% of service cases are expected to be resolved by AI. Agentforce 360 makes this vision a reality by offering robust tools for agent development, enterprise security and scalable AI operations.

Cross-industry functionality for any enterprise use case.
Scalable agent orchestration for complex workflows and high transaction volumes.
Integrated with trusted Salesforce tools, including Data Cloud and AI models like Google Gemini and OpenAI.

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Key components and features of Agentforce 360

Agentforce 360 delivers enterprise AI through a suite of powerful features tailored for security, agility and results:

Agentforce Builder

A unified workspace for creating, testing and deploying AI agents with ease. It provides:

Drag-and-drop canvas, doc-style and script views for all skill levels.
Simulated environments for rapid prototyping.
Rigorous versioning, compliance and security controls.

Agent Script

A purpose-built scripting language that combines human readability with a hybrid reasoning engine, giving enterprises predictable outcomes and flexible governance. Users can:

Write scripts that ground agents in business-specific logic.
Control access and ensure consistent, reliable operations.
Integrate leading AI models for best-of-breed intelligence (e.g., OpenAI, Google Gemini, Anthropic).

Agentforce Voice

Transform customer and employee interactions with voice-powered autonomous agents that:

Enable natural, nuanced conversations.
Provide real-time transcription and context awareness.
Integrate with both Salesforce and leading enterprise telephony stacks.

Intelligent Context

McKinsey’s analysis shows that effective and scaled AI agent deployments could improve productivity 3% to 5% annually and could lift growth by 10% or more.

Agentforce agents are grounded in your business’s live and historical data, making them smarter and more responsive. Features include:

Automated context extraction from unstructured and multimodal data sources.
Integration with Salesforce Data Cloud for comprehensive insight.
Enhanced accuracy for customer-facing and back-office tasks.

Related reading:
A Quick Guide to the Agentforce Service Agent

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Agentforce 360 use cases

Agentforce 360 adapts seamlessly to diverse industry needs, opening up a world of practical automation across sales, service, marketing and commerce. Below are high-impact use cases transforming organizations today:

Sales

Autonomous agents streamline the sales funnel by qualifying leads, answering prospect questions and even scheduling demos. Teams that automate lead qualification tasks see up to a 29% increase in sales productivity.

Service

Agentforce 360 empowers agents to handle complex cases with instant context, automate ticket routing and provide 24/7 support. Gartner forecasts that by 2028, 70% of customer service interactions will be with emerging technologies like AI agents.

Related reading:
A Quick Guide to the Agentforce Service Agent

Marketing

Autonomous AI agents segment audiences, personalize communications and optimize campaign spend. Organizations leveraging AI in their marketing report better understanding of customer personas (41%).

Commerce

From personalized shopping journeys to automated support and inventory management, Agentforce 360 elevates the commerce experience, resulting in faster checkouts and higher conversion rates.

Other industry examples

Healthcare: AI agents handle patient scheduling and answer insurance queries.
Financial Services: Autonomous agents streamline customer onboarding and compliance.
Manufacturing: Agents optimize supply chain and inventory management.

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Why choose Agentforce 360

Agentforce 360 delivers unparalleled value, ensuring organizations achieve faster returns and a competitive edge. We've compiled a quick summary of the main benefits of leveraging agents in your organization.

Fast time-to-value: Agentforce 360 reduces the time and complexity of deploying AI agents.

Enhanced accuracy and personalization: By grounding agents in real-time business data, companies see more accurate recommendations and better customer experiences, improving customer satisfaction by up to 20%.

Advanced security and compliance: Built on the Salesforce platform, Agentforce 360 offers robust security, privacy and compliance controls so you and your customers are protected.

Scale and flexibility: Whether you have 100 or 100,000 interactions, Agentforce 360’s multi-agent orchestration ensures scalability without compromising on speed or accuracy.

Improved employee experience: Automation means employees spend less time on repetitive tasks, boosting innovation and satisfaction.

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The Agentforce ecosystem

Agentforce 360 is a connected, collaborative ecosystem built for the future. The goal of connecting all your technology with these agents is to simplify the day-to-day tasks of your teams. Instead of constantly getting bogged down by administrative tasks, they can actually focus on higher-priority initiatives to drive sales. The Agentforce ecosystem ensures you get the highest value for your business. Here's a quick overview of what is included:

Multi-agent orchestration: Deploy teams of autonomous AI agents that collaborate on complex workflows to enable higher throughput and reliability in everything from support to revenue operations.

Real-time observability and analytics: Monitor agent performance live, trace customer journeys and identify optimization opportunities using rich analytics dashboards.

Integration and expansion: Seamlessly connect Agentforce 360 to Salesforce tools, third-party apps and leading AI models, ensuring your digital workforce evolves with your business.

Robust governance and security: Maintain full control with enterprise-grade governance, version history and compliance.

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Getting started with Agentforce 360

Implementing Agentforce 360 doesn’t require a team of data scientists or years of planning. It’s designed for rapid, secure and scalable deployment. Here’s how your business can get up and running with autonomous agents:

1. Access the demo and documentation

Start by exploring Salesforce’s live Agentforce 360 demos to visualize capabilities. Leverage official documentation to understand core features and integration best practices.

2. Identify high-impact use cases

Pinpoint where automation can drive the most value. According to McKinsey, companies that capture value from gen AI focus on driving adoption and scaling. Common “quick wins” include customer support, lead qualification and marketing automation.

3. Leverage expert-led implementation

Ensure security, compliance and maximum ROI by engaging with implementation partners or Salesforce experts to tailor Agentforce 360 for your environment.

4. Monitor, optimize and iterate

Adopt a test-and-learn mindset. Utilize built-in analytics and real-time performance dashboards to optimize your agents and scale up as you gain confidence.

5. Join the Agentforce community

Tap into knowledge-sharing forums, webinars and events to stay current on best practices and upcoming features.

Keep in mind that data preparation, stakeholder buy-in and change management are common hurdles. With Agentforce 360’s enterprise-grade governance, robust documentation and an active ecosystem, your business can turn challenges into opportunities for growth.

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Looking toward an Agentic enterprise future

Agentforce 360 is a game-changer for organizations intent on driving efficiency, delivering superior customer experiences and staying ahead in a rapidly evolving digital landscape.‍

Salesforce research reveals that 81% of IT leaders believe AI and automation will be critical for business success in the next two years. With Agentforce 360, you’re not just ready for the future—you’re shaping it.

Agentforce 360 empowers organizations to orchestrate intelligent workflows, automate high-value processes and build stronger relationships at scale.
Its open, secure and scalable architecture means you’re set for sustained innovation without the headaches of legacy systems.
Expert partners, comprehensive documentation and an active community help you deliver tangible results faster.

Ready to transform? Adopting Agentforce 360 today sets your business on the path to sustainable growth and future-proof agility. Connect with our experts to explore how Agentforce 360 can power your next leap forward.

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