Agentforce 360 Platform

Business Profile

Core Value Proposition

Agentforce 360 Platform provides Agentic AI-powered digital workers to automate enterprise processes across sales, service, and operations, integrating with Slack and Salesforce to boost productivity, governance, and observability.

Target Customer

C-suite and senior leaders responsible for digital transformation, IT strategy, and customer experience (e.g., CTOs, CIOs, VP/Director of Digital Transformation, Heads of AI, Heads of Customer Experience).

Key Differentiator

Four-pillar platform tightly integrated with Salesforce and Slack, combining Agent Script, Atlas Reasoning Engine, and a native voice interface (Agentforce Voice) to deploy enterprise-scale digital workers with governance, data unification (Data 360, Customer 360), and observability. Strong emphasis on real-world case outcomes and Slack collaboration.

Implementation Timeline

{"availability":"Agentforce Voice generally available from October 2025","notes":"Other components and broader deployment timelines not specified in content"}

Pain Points

1Inability to scale human agents to meet peak customer service and sales demand.
2Disparate data and workflows across systems hindering AI-driven automation and governance.
3Limited, manual, or non-integrated AI tooling leading to inconsistent outcomes and governance gaps.

Key Features

1Agent Script with conditional logic and tool-use controls for deterministic agent behavior
2Atlas Reasoning Engine enabling hybrid reasoning and multi-provider AI integration (e.g., Google Gemini, OpenAI, Anthropic)
3Agentforce Voice providing a natural, real-time voice interface with automatic transcription for multi-channel interactions
4Slack integration to surface digital workers in channels and integrate with collaboration workflows
5Data 360 platform and Customer 360 applications to unify data and enterprise logic for AI agents

Target Customer Industries

Decision Makers

1Chief Technology Officer (CTO)
2President and Chief Engineering & Customer Success Officer
3Chief Technology Officer (CTO) of a customer (example: Ryan Teeples is CTO at 1-800Accountant mentioned in case)
4Head of Digital Transformation (inferred from buyer personas in enterprise deployments)

Client Results

18 million support conversations conducted in seven languages
215% increase in marketing website pipeline
368,000 employees elevated using Agentforce within Slack
4106 facilities providing 24/7 support
5Customer anecdotes include 90% case deflection rate and 70% of chat questions resolved instantly (from 1-800Accountant example)
6DirectTV case: 300,000 billing inquiry hours saved; 50,000 items handled in one week
7PenFed Credit Union saved $2 million using Agentforce in loan underwriting
8Under Armour doubled its case deflection and doubled customer satisfaction within two months

Competitive Advantages

1Tight integration across Salesforce, Slack, and CCaaS providers for seamless workflows
2AI-driven automation with governance and observability embedded into the platform
3Hybrid reasoning and advanced AI capabilities via Atlas and Agent Script for complex tasks
4Voice capability enabling natural-language interactions and real-time dialogue management
5Strong real-world ROI signals from multiple enterprise customer deployments

Key Benefits

1Significant reductions in manual workload and inquiry handling

2Improved customer experience and faster resolutions

3Increased sales and marketing pipeline through automated interactions

4Unified data and workflows enabling reliable AI performance and governance

Case Studies & Success Stories

1-800Accountant (Finance/Professional Services)

Case #1

Agentforce deployment delivered 90% case deflection during tax week 2025 and enabled instant resolution of about 70% of chat questions with AI agents.

DirectTV (Media/Entertainment)

Case #2

Agentforce helped save 300,000 hours of billing inquiry work; agents processed 50,000 items in one week.

PenFed Credit Union (Finance)

Case #3

Agentforce contributed to $2 million in savings in loan underwriting processes.

Under Armour (Retail)

Case #4

Deployment doubled case deflection and doubled customer satisfaction within two months.

Additional Product Information

Product Description

A platform of Agentic AI-enabled digital workers designed to automate enterprise tasks across sales, service, and operations, featuring Agent Script, Atlas Reasoning Engine, Voice capabilities, Slack integration, and data/AI governance with Data 360 and Customer 360, integrated with Salesforce and CCaaS offerings.

Target Market

Large enterprises seeking scalable AI automation for customer-facing and internal processes, especially those already using Salesforce and Slack, and requiring governance/observability for AI agents.

Unique Value Proposition

Agentforce 360 combines native digital workers with deep Salesforce/Slack integration, reinforced governance, data unification, and multi-channel capabilities to deliver measurable outcomes (ROI, improved CSAT, efficiency) at scale.

Technical Requirements

Requires Salesforce ecosystem involvement; Slack integration (potential Slack license bundling in Enterprise Edition); CCaaS integrations supported (e.g., Genesys, Amazon Connect, Five9, NiCE, Vonage); availability of Agentforce Voice (GA from Oct 2025).

Pricing Model

Not disclosed in the provided content

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