More than CRM

What is Salesforce Agentforce 360?

For over two decades, Salesforce has gained a reputation for being one of the most dynamic and reliable CRM systems on the market. While many may know the standard functionalities of this platform, some may wonder how it can actually deliver exceptional customer experiences. This is where Agentforce 360 comes in.

A Glimpse into the History of Salesforce

Salesforce was first conceived in 1999 as a CRM SaaS. The idea was to eliminate the need to download software and interface over the internet, which back in 1999, was a difficult concept to help users understand. This was just the beginning for Salesforce. Since their founding, they have done an excellent job keeping up with various technology trends, and expanding their platform beyond a CRM system.

While Salesforce remains a CRM platform first and foremost, its real value is amplified by the sophisticated AI, data and integration capabilities driving its functionality.Salesforce serves as a cornerstone in your digital transformation journey. The first step of the digital transformation journey is getting a complete view of your customer. As the author and customer experience expert Annette Franz puts it,

“You can’t transform something you don’t understand. If you don’t know and understand what the current state of the customer experience is, how can you possibly design the desired future state?”

What is Agentforce 360?

Salesforce Agentforce 360 is not a single product; it is the entire portfolio of technology and services that uses AI (Agentforce 360 Platform), Data (Data 360), and CRM (Customer 360) together to help companies to connect with customers.

The 360-degree view of the customer allows companies to adopt a customer-centric strategy that aligns the development and delivery of their products and services with the current and future needs of their customers in mind.

AGENTFORCE 360 DEEP DIVE SERIES

Get to know the latest enhancements for 2026 and our thoughts on what value they bring:

What is Agentforce 360 Platform - Diagram
Salesforce Customer 360 - Image courtesy of Salesforce

How Does Salesforce Agentforce 360 Work?

Agentforce 360 is a powerful platform that helps customers boost productivity and deliver better customer experiences by unifying apps, data, and AI agents. Salesforce offers more solutions than we can count. Here are our top choices:

Agentforce 360 Platform

Foundational layer of Salesforce portfolio, which allows users to build, deploy, and manage AI agents that can be integrated into existing work processes. 

Customer 360

Salesforce’s CRM layer, which enables applications for sales, service, marketing, commerce, and more. There are a few general solutions that make Agentforce 360 a well-rounded platform:

  • Agentforce Sales:  Customizable CRM designed to help sales teams sell smarter and faster by centralizing customer information and sales activity

  • Agentforce Service:  Enables the delivery of faster and more personalized customer service by automating and streamlining service processes

  • Agentforce Marketing: Platform for delivering relevant, personalized journeys across channels and devices

  • Agentforce Revenue Management:  Customizable revenue lifecycle management designed to unify quoting, pricing, contracting, billing, and revenue operations, automating complex revenue workflows to present sales personnel real-time insights

  • Agentforce Commerce:  Connect product catalogs, e-commerce, order management to increase conversion and customer lifetime values across relevant channels

AI, Data & Analytics

  • MuleSoft – Integrate data from any system and automate complex tasks to deliver connected customer experiences

  • Slack: Collaborate with teams, interact with AI-assisted workflows, and coordinate actions in real time.

What is Agentforce 360

Analytics, Integration & Collaboration

  • Data 360: Unify and govern structured and unstructured data to create a single view of customer and business data. Processes can be scaled as necessary to process large datasets quickly.

  • Salesforce AI: Salesforce’s Einstein AI capabilities are natively embedded within the Agent360 Platform and serve as the foundation for AI agents operating on the platform. Agents can reason, plan, and act using real-time context across different business processes, enabling automated and context-aware workflows across sales, service, marketing, revenue management, and commerce.

  • Tableau Next: Salesforce’s updated Tableau offering, is natively integrated with Agentforce and offers proactive insights, allowing users to ask questions about data and accelerate data preparation. Tableau Next is directly integrated with Slack, allowing users to unlock agentic analytics in team conversations and share them across channels without leaving the platform.

Salesforce Consulting Partner

Consulting Partner

Salesforce Managed Services Provider

Managed Services Provider

Salesforce Medical Device Industry Navigator Specialist

Salesforce is a Platform-as-a-Service which means developers, or even non-developers, can create custom applications on top of the Salesforce framework. This is a big deal because it allows users to focus on business logic without worrying about other complexities associated with development.

In fact, Salesforce development partners have built ERP systems, Apps & Agents on the Salesforce platform itself. These are available on the Salesforce AppExchange or AgentExchange and can easily be managed with Agentforce 360.

>> Did you know Smartbridge provides services related to analytics, data management, business intelligence and forecasting? With experience in Tableau, Microsoft Power BI and more! Learn more >

Salesforce as a Source of Truth

If Salesforce is more than just a CRM, its position as a system of record in your organization becomes more valuable. With great responsibilities, comes great power! And when you have more power, you need more integrations! External platforms outside the bounds of Agentforce 360 will in fact empower the model, and you may have legacy systems that you can’t yet rip and replace.

Here are a few ways to extend Agentforce 360 outside of the Salesforce family:

Boomi

Boomi provides the orchestration layer allowing Agentforce agents to extend their reach across an organization’s tech stack and retrieve real-time data from a variety of  external applications and systems. Their latest offering, Boomi Agentstudio, allows organizations to design, orchestrate, manage AI agents for scale with a focus on trust, security, and governance, allowing full AI Agent lifecycle management.

Power BI

Build dynamic dashboards and reports using live data straight from your Salesforce system by integrating Microsoft Power BI.

View an example of how we did this >>

A Bright Future for Salesforce

Salesforce has been leading technology trends since their founding in 1999, and they plan to continue that pace for years to come. For companies starting their digital transformation journey, Salesforce provides a way to stay ahead of technology trends by providing the best solution possible for the user experience.

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