Salesforce, a global customer relationship management (CRM) solutions provider, has announced the general availability of Agentforce 360, a new platform that uses artificial intelligence (AI) to help businesses improve operations and support employees in their work.
Agentforce 360 is the result of a year-long effort by Salesforce to integrate AI into everyday business processes. The company said the platform represents a shift to what it calls an “Agentic Enterprise,” where AI supports workers instead of replacing them. In this setup, employees work alongside AI systems that handle repetitive tasks, identify business opportunities, and provide real-time insights.
“Agentforce 360 shows how AI can elevate people rather than replace them,” Salesforce said. “In an Agentic Enterprise, every team operates with continuous intelligence. Sales leads are never missed, service is always on, and every employee has an AI partner that helps them move faster and make better decisions.”
According to Salesforce, the new platform builds on the company’s existing technologies in CRM, automation, and analytics. The foundation allows AI agents to turn workflows into intelligent processes and improve customer interactions.
Over the past year, Salesforce has released several versions of Agentforce that led to the full rollout of Agentforce 360.
- Agentforce (October 2024): Introduced the first enterprise AI agent platform.
- Agentforce 2 (December 2024): Enhanced the reasoning engine for more reliable results.
- Agentforce 2dx (March 2025): Enabled agents to operate across workflows and departments.
- Agentforce 3 (June 2025): Focused on governance and scalability for large organizations.
Agentforce 360 brings together four key components that define the Agentic Enterprise:
- Agentforce 360 Platform: Provides a conversational builder, hybrid reasoning features, and voice capabilities for AI agents.
- Data 360: A unified data layer that gives agents context and access to trusted company information.
- Customer 360 Apps: Applications that record how a company operates, now enhanced with AI that understands customers and business processes.
- Slack: Serves as the interface where humans and AI agents collaborate, share data, and take actions in real time.
Salesforce said these elements allow companies to create AI agents that can securely use company data, coordinate across teams, and work with people directly through Slack. The platform also supports industry-specific solutions developed by Salesforce partners.
The company added that Agentforce 360 is already in use internally, where it automates routine tasks across sales, IT, and customer support. This has allowed employees to focus on strategy, creativity, and customer relationships.
Several organizations have reported improvements after using Agentforce. Reddit said it reduced support case resolution times by 84%.
“This efficiency lets us provide on-demand help for complex tasks, boost advertiser satisfaction by 20%, and free up human reps from repetitive questions,” said John Thompson, VP of Sales Strategy and Operations.
Adecco reported that 51% of candidate conversations now happen outside regular hours. “Agentforce lets us automate high-volume tasks, strategically freeing our recruiters’ time to focus on quality customer engagement,” said Pierre Matuchet, SVP IT & Digital Transformation of Adecco.
OpenTable said its restaurant agent now handles 70% of diner inquiries. “Agentforce delivered the warmth and service our industry demands,” said George Pokorny, SVP of Global Customer Success.
Salesforce said Agentforce 360 will continue to evolve as part of its ecosystem of tools that connect data, people, and AI to make work more efficient.