Head of CRM & Marketing Automation at Mountainise
Certified CRM Consultant with 10+ years of experience in Salesforce, HubSpot, and Marketing Cloud implementations.
Last week’s Dreamforce 2024 conference in San Francisco left the tech world buzzing. Salesforce dropped some major news that’s got everyone talking – especially about AI and how it’s going to change the way we do business. Marc Benioff kicked things off with his usual flair, telling us we’re basically living in the future now. Pretty big talk, but honestly? He might be right this time. Let me break down what actually matters from all the hype and why you should care (even if you’re tired of hearing about AI).
Remember Einstein Copilot? Well, it just got a serious upgrade. Salesforce is calling their new Agentforce platform the “third wave of AI”. I know it might sound like typical tech marketing fluff, but stick with me here. They’ve basically taken chatbots and turned them into something that can actually get stuff done. We’re talking about AI that can look at your data, figure out what needs doing, and then… actually do it. No hand-holding required.
Here’s a real example that caught my eye: Saks Fifth Avenue (you know, the fancy department store) built something called Sophie using this new platform. It took them a week, not months, a week and now Sophie handles everything from answering questions to swapping out wrong sizes for customers. No more getting bounced around between different customer service reps. Pretty cool, right?
But it gets better. During one of the demos (and trust me, I sat through a lot of them), they showed how quickly you could teach Sophie new tricks. Need to check if something’s in stock? Done. Want to give customers the option to pick up in store or get shipping? Easy. It’s like having a super-smart employee who never needs a coffee break.
Now, here’s where it gets a bit technical, but I’ll try to keep it simple. Behind all this Agentforce stuff is something called Atlas. Think of it as the brain that makes everything work. It’s not just about giving answers; it keeps thinking and learning until it figures out how to actually solve problems.
What’s cool about Atlas is that it learns from every interaction. So the more your team uses it, the smarter it gets about your specific business. And don’t worry – it’s not going to accidentally spill your company secrets. It follows all your security rules, so if a sales rep isn’t supposed to see certain customer data, neither can the AI.
Some companies are already testing an upgraded version of Atlas. From what I heard in the hallways between sessions (sometimes that’s where you get the real scoop), it’s pretty impressive.
Okay, here’s the part that might make your eyes glaze over, but it’s actually important. Salesforce has something called Data Cloud, and it’s processing a mind-boggling 767 trillion records every month. That’s not a typo – trillion with a T.
They’ve basically rebuilt all their apps to work with Data Cloud, including Tableau (if you’re into data visualization, you know why this matters). But here’s what’s new and actually interesting. It can now handle things like audio and video, not just boring spreadsheet data. The search is a lot smarter, it actually understands what you’re looking for based on context and It can react to changes in real-time, which is huge for customer service. They’ve also beefed up the security, which, let’s face it, we all need these days.
Here’s something that actually surprised me, Salesforce is throwing $50 million at getting people up to speed on AI. They’re making all their AI courses and certifications free on Trailhead until 2025 ends. Their goal? Training 100,000 people. Look, we all know there’s a skills gap when it comes to AI. This is Salesforce’s way of saying, “Fine, we’ll fix it ourselves.”
Why does this matter? Because let’s be honest, AI is confusing and a bit scary. I’ve heard horror stories about people pasting confidential info into ChatGPT (definitely not me). By making training free, they’re trying to make sure we can all use this stuff safely and effectively.
Salesforce knows not everyone is using all their products (shocking, I know). So they announced this thing called Salesforce Foundations. If you’re already using Sales Cloud or Service Cloud (the enterprise versions), you get free access to a bunch of features from their other products, including Data Cloud. It’s like when Netflix gives you the first episode free – they’re hoping you’ll get hooked and want more.
They’re planning to add Agentforce to this package later this year. Smart move on their part – once people see what it can do, they’ll probably want the full version.
Okay, sales pitch time (I’ll keep it short, promise). At Mountainise, we’ve been working with Salesforce for years. All this new stuff? We’re already figuring out how to make it work for businesses like yours. Whether you want to play around with these AI agents, get your data sorted, or just make sure your team knows what they’re doing with all this new tech, we’ve got your back.
The way we work with customers is changing fast. AI and data are driving that change, and we’re here to make sure you don’t get left behind. Curious about what all this could mean for your business? Let’s talk. No pressure, no jargon – just straight talk about how to make this stuff actually useful for you.
Look, I’ve been to a lot of these conferences, and usually, it’s all hype and no substance. But this time feels different. The demos worked (which, trust me, isn’t always the case), and the companies already using this stuff seem genuinely excited, not just “my-boss-told-me-to-be-excited” excited.
Will it change everything overnight? Probably not. But if you’re running a business, especially one that deals with customers (so, you know, pretty much every business), you’ll want to keep an eye on this. Or better yet, get ahead of the curve.
1. Salesforce has new AI that can actually do stuff, not just chat.
2. It works with all the major tech companies.
3. They’re giving away free training because nobody knows how to use AI properly.
4. It’s coming in October.
5. We (Mountainise) can help you figure out if you need it.
Give us a shout if you want to know more. We promise not to bore you with more tech buzzwords than absolutely necessary.
Once you set it up, Agentforce can handle everyday tasks independently. For example, when a new customer signs up, Agentforce can create a contact record, assign a rep, and send a welcome email without anyone lifting a finger. This makes things faster, cleaner, and less prone to error.
Agentforce doesn’t just follow basic rules; it chooses actions based on context. If a customer has a past due account, it can decide whether to send a reminder or alert the billing team. It looks at real-time data to make smart moves that match your goals and your customers’ needs.
In more complex workflows, multiple parts of Agentforce can work together. One part may gather information, another updates a record, while a third sends a message to your team. This helps you manage big jobs without delays or missed steps.
Security matters. Agentforce includes Salesforce’s Einstein Trust Layer, which protects your data at every step. You can control who sees what and track all actions taken by the system. It also keeps you in line with key privacy laws and policies.
You’ll never be left guessing. Agentforce includes tools that let you watch tasks as they happen and measure their impact. You can see which steps are working, which ones need fixing, and how to improve over time. These insights help you build a more efficient, effective team.
Agentforce works across many business areas. Here’s how it helps specific teams get better results.
Support teams often face repeat tasks logging issues, following up with customers, and updating records. Agentforce can handle many of these steps automatically.
This leads to quicker responses and happier customers.
Salespeople need to move fast, but admin work can slow them down. Agentforce helps keep their pipeline moving smoothly.
Agentforce is great for keeping your data clean and useful. It can check records, spot duplicates, and fill in missing info automatically. This saves time for your data team and improves the accuracy of reports.
Marketing teams juggle many moving parts: lists, emails, promotions, and reports. Agentforce keeps things in sync.
Everything happens in real time, with no need for manual sorting.
Whether billing, HR, or supply chain management, back-office teams often deal with forms, approvals, and reports. Agentforce can:
It reduces bottlenecks and helps teams respond faster.
Ready to get started? Here’s what you need to know.
Before adding Agentforce, make sure you have:
Salesforce Agentforce is currently available to a limited group of Salesforce users as part of its pilot and early access programs. It’s built into the broader Salesforce ecosystem, compatible with tools like Service Cloud, Sales Cloud, and Data Cloud. While not yet available to all customers, Salesforce plans to expand access in future updates.
Pricing for Agentforce depends on your current Salesforce plan and usage needs. Since it operates within the Salesforce platform, costs may vary based on the number of users, automation volume, and integrated features. For enterprise clients, customized pricing and implementation support are typically available through Salesforce account representatives.
To get exact pricing and check availability for your business, it’s best to contact Salesforce directly or speak with an official partner. You can also request a personalized demo to see how Agentforce could fit your existing workflows and budget.
Technology should make work easier, not harder. With Agentforce, that’s exactly what happens.
Your teams no longer have to waste time on small, repeat tasks. Instead, they stay focused on solving problems, serving customers, and driving growth.
You also gain better insight into how your business runs. With real-time tracking and clear reporting, you’ll spot slowdowns early and make better choices.
Most of all, Agentforce helps you scale. As your company grows, the work doesn’t have to pile up. You can add more tasks, more teams, and more results—without needing more hands.
That’s a huge win for any business leader.
Salesforce Agentforce is more than just a helpful tool; it’s a smarter way to work. Handling the small stuff gives your team more time for big goals. It brings together smart rules, fast workflows, and safe data practices all inside the Salesforce system you already use.
Whether you’re running a fast-growing startup or a large enterprise, Agentforce can help you move faster and do more with less effort.
Want to know how Agentforce can fit into your team’s goals? Book a Free Consultation today and let’s explore what’s possible.
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Salesforce Managed Services provide ongoing support, maintenance, and optimization of your Salesforce platform. Instead of hiring a full in-house team, businesses can rely on a dedicated group of experts to manage everything from daily tasks to long-term strategy.
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Salesforce Managed Services provide ongoing support, maintenance, and optimization of your Salesforce platform. Instead of hiring a full in-house team, businesses can rely on a dedicated group of experts to manage everything from daily tasks to long-term strategy.
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Salesforce Managed Services provide ongoing support, maintenance, and optimization of your Salesforce platform. Instead of hiring a full in-house team, businesses can rely on a dedicated group of experts to manage everything from daily tasks to long-term strategy.
Enter ServiceNow Customer Service Management (CSM), a single-platform approach that unifies channels, automates ServiceNow CSM workflows, and gives agents the context they need to wow customers at scale.
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