Salesforce News & Insights

In this edition: As enterprise adoption accelerates, the real blocker is clear: teams can’t see what agents are doing — or evolve them fast enough.

That’s why Salesforce announced Agentforce 3, a significant upgrade to its digital labor platform that gives companies the visibility and control to scale AI agents without compromise.

“With Agentforce, we’ve unified agents, data, apps, and metadata to create a digital labor platform, helping thousands of companies realize the promise of agentic AI today,” said Adam Evans, EVP & GM of Salesforce AI. “Over the past several months, we’ve listened deeply to our customers and continued our rapid pace of technology innovation. The result is Agentforce 3, a major leap forward for our platform that brings greater intelligence, higher performance, and more trust and accountability to every Agentforce deployment.”

Also in this edition:

As partners struggle with one-off agent API integrations and closed AI stacks, Salesforce opens a new path: native agent interoperability.
Salesforce helps sustainability teams operate at the speed of business with Agentforce for Net Zero Cloud.
Agentforce customers across industries augment their teams with trusted, autonomous AI agents.
A new Slack Workforce index reveals a major surge in daily AI use.

And more.

THE BIG STORY

Salesforce Launches Agentforce 3 to Solve the Biggest Blockers to Scaling AI Agents: Visibility and Control

AI agent adoption is surging. But until now, agent platforms have lacked the tooling, governance, and observability needed to scale enterprise-wide.

Agentforce 3 addresses these gaps.

With a new Command Center for complete observability, built-in support for Model Context Protocol (MCP) for plug-and-play interoperability, and over 100 new prebuilt industry actions to speed time to value, Agentforce 3 helps companies scale what works, fix what doesn’t, and unlock the full potential of agentic AI — with clarity, control, and speed.

“Agentforce autonomously resolved 70% of 1-800Accountant’s administrative chat engagements during the peak this past tax season, an incredible lift during one of our busiest periods," said Ryan Teeples, Chief Technology Officer at 1-800Accountant. "But that early success was just the beginning. We’ve established a strong deployment foundation and weekly are focused on launching new agentic experiences and AI automations through Agentforce’s newest capabilities. With a high level of observability, we can see what’s working, optimize in real time, and scale support with confidence."

Dive Deeper

Watch: Top News from the Agentforce 3 Keynote

Agentforce 3 will help organizations scale agentic AI even further — moving from agents in one or two departments, to deploying agents across the entire business.

At the Agentforce 3 keynote, Salesforce leaders shared what's new.

Watch now.

How Salesforce’s Open Ecosystem Is Driving Trusted Agent Interoperability

Unleashing agentic AI's potential has presented a paradox for companies: How do they embrace an open, collaborative ecosystem for innovation without sacrificing security and governance, typically associated with closed platforms that interact only with a select few systems?

Salesforce recently announced the next major leap in open, trusted AI with the planned general availability of native Model Context Protocol (MCP) and Agent-to-Agent (A2A) support in AgentExchange, the trusted marketplace for Salesforce’s digital labor platform Agentforce.

More News

Salesforce Launches Agentforce for Net Zero Cloud with Unified Data to Help Teams Meet Sustainability Compliance, Cut Costs, and Drive Efficiency

Despite rapid AI adoption, sustainability teams still rely on manual processes and spreadsheets to access emissions data from siloed systems, which can take months and result in incomplete reports and missed opportunities.

Agentforce for Net Zero Cloud is a solution designed to transform sustainability operations. Agentforce augments sustainability teams with digital labor — a workforce of intelligent AI agents that work alongside humans to complete time-intensive tasks faster and more efficiently.

"With Agentforce for Net Zero Cloud, we're empowering our customers’ sustainability teams to operate at the speed of business," said Dan Connors, CEO, Green Impact. "Instead of spending hours manually sorting through data, they’re now making real-time, data-driven decisions that drive immediate action."

New MuleSoft Innovations from Salesforce Enable Secure, Scalable AI Agent Orchestration for Agentic Transformation

Salesforce announced new MuleSoft AI capabilities that enable organizations to build a foundation for secure, scalable AI agent orchestration. Recognizing integration as a top barrier to enterprise AI, with the recent launch of Salesforce Agentforce 3, MuleSoft now enables organizations to make any existing integration or API accessible to AI agents.

MuleSoft has long been a leader in helping organizations digitally transform for the AI era, and with its new agent orchestration capabilities, organizations will be empowered with the latest tools for agentic transformation.

“MuleSoft has enabled us to build a composable architecture and data foundation needed to scale AI across AstraZeneca — from HR to R&D to Commercial," said Wayne Filin-Matthews, Chief Distinguished Architect, AstraZeneca.

Agentforce in Action for Customers

PepsiCo Leverages Salesforce's Agentforce to Advance AI Agenda

PepsiCo will deploy Agentforce to bring trusted, autonomous AI agents into the flow of work.

This collaboration will allow PepsiCo to streamline go-to-market and B2B processes, enhance customer support, and boost operational efficiency through harmonized data and intelligent AI agents.

And by unifying data and enabling real-time insights, Agentforce will help PepsiCo create unified customer profiles, improve service responsiveness, and optimize marketing efforts, ultimately driving their AI transformation.

“With Agentforce, PepsiCo is taking a significant step forward in our agentic journey,” said Athina Kanioura, Chief Strategy and Transformation Officer at PepsiCo, “By unifying our insights through Salesforce Data Cloud, we’re gaining a holistic view of our customers and operations. This visibility enables us to continue to act strategically, strengthen engagement, and drive greater value across every market we serve.”

Salesforce Collaborates with UChicago Medicine to Enhance Patient Support

UChicago Medicine implements Agentforce for Health to enhance the patient experience, providing them with 24/7 access to tailored, self-service information and support.

With this integration, digital, AI-powered agents will help UChicago Medicine patients with a variety of information, from finding specialty care at convenient locations to answers about parking or directions.

Agentforce reduces staff workload, offers timely information, and provides real-time logistical assistance, ensuring a seamless patient journey.

“UChicago Medicine is setting a new standard for how healthcare providers can strategically leverage agentic AI to deliver tailored and effective care to its patients," said Andrew Chang, Chief Marketing Officer at UChicago Medicine.

Did You Know?

Daily AI Usage Among Workers Surges 233%

A new Slack Workforce Index revealed a significant increase in AI adoption and excitement among desk workers, with daily AI usage higher by an astounding 233% in just six months.

The survey of 5,000 global desk workers also found that AI has emerged as a clear competitive advantage, as workers who use AI daily prove to be 64% more productive and 81% more satisfied with their job than colleagues not using AI.

Why Daily AI Use Is Fueling More Creative and Fulfilled Workers

Lucas Puente, Head of Research at Slack, unpacks the recent Slack Workforce Index, sharing why AI is fundamentally reshaping how people learn, lead, and thrive professionally.

"We’re seeing a real inflection point,” he said. “The fact that overall usage has jumped 50% since November 2024, and daily use has more than doubled, tells us this isn’t just hype or experimentation — it’s behavior change. AI is moving from the sidelines into people’s everyday workflows."

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