Dreamforce 2025 Day One: The Agentic Enterprise Arrives

Dreamforce 2025 didn’t just open its doors: it declared the start of a new technological era. In a bold move, Salesforce has officially positioned the "agentic AI evolution" as the "next revolution" in enterprise technology.  

For CIOs and IT managers wrestling with the constant pressure of digital transformation, Day One of the company’s flagship event delivered a clear, non-negotiable message: the future of operational efficiency and customer loyalty lies in moving beyond reactive, predictive AI models to building the "Agentic Enterprise."  

This is a system where intelligent, task-oriented agents collaborate seamlessly and autonomously with human staff. Not to replace them, but to elevate them. Salesforce emphasized that the ultimate goal of the agentic paradigm is to empower people, using technology as a platform to raise human potential to new heights.  

With a massive schedule of over 1,500 sessions, the central focus is demonstrating how companies can achieve step-change efficiency by adopting this new paradigm. The mandate for IT leadership is straightforward: success hinges on unifying data, standardizing processes, and deploying these autonomous agents responsibly.  

The Main Keynote: Closing the "Agentic Divide"  

Salesforce Chair and CEO Marc Benioff’s main keynote immediately established the core strategic challenge: their values and "Agentic Divide."   

While consumers enjoy powerful, sophisticated AI via "amazing consumer technology" on their personal devices, the traditional enterprise experience often lags behind, lacking that same power and contextual sophistication.  

The company's answer is the Agentforce 360 platform, the foundation for rebuilding every product across the Salesforce ecosystem.   

This platform is designed to be intelligent and context-aware, rolling out across major business domains including Sales, Service, Marketing, and Commerce, as well as critical back-office functions like Slack, IT Service Management (ITSM), HR Service, Revenue Management, and Supply Chain.  

Key Strategic Mandates:  

1. Data Governance is Paramount: The keynote repeatedly stressed that closing the divide starts with trusted data. Organizations must "get the data right" and ensure proper governance policies are in place before deploying agents.  

2. Rapid Deployment and Scale: The platform is already driving significant traction. Since rolling out Agentforce nine months ago, the platform has supported 1.6 million conversations where humans and agents work together, complementing an astounding 1.6 billion agent-level conversations.  

3. Real-World IT/Supply Chain Impact: Corporate leaders highlighted immediate returns on agentic implementations:  

• FedEx showcased the use of Data 360 and Agentforce IT Service to intelligently parse complex, unstructured data—like a 200-page PDF—while applying necessary governance policies to mask internal details when answering external customer questions.  

• Dell revealed a dramatic reduction in its supplier onboarding process, cutting it from 60 days down to 20 days thanks to 19,000 users already on Agentforce Supply Chain.  

Leaders from the broader tech ecosystem reinforced the message: this is not a minor update; it's a fundamental architectural shift.  

The Inetum team has been on site in San Francisco, keeping up to date with the latest announcements and engaging with the Salesforce ecosystem. Hemant Lamba, Inetum's CEO of Solutions, shared his appreciation for the event and the innovations unveiled:  

"We had a really exciting time at the Dreamforce opening keynote, with new developments such as the conversational Slackbot and Agentforce builder unveiled, and testimonies from early adopters of Agentforce. As a Salesforce Summit partner, we at Inetum have developed our own use cases and propositions for Agentforce and Data Cloud, implemented some of the earliest processes of an Agentic enterprise and are creating measurable impact for our clients."    

Deep Dive: Crucial Platform Sessions  

Day One featured several sessions detailing the underpinnings of the Agentforce platform, starting with its core data engine.  

1. Data 360 – The Foundation of Trusted AI  

The Data Cloud Keynote introduced a significant rebranding and expansion: Data Cloud is now Data 360. This platform is the central, non-negotiable foundation of the entire agentic vision, focused on activating all trusted data everywhere and providing the necessary context for AI agents.  

Key Data Innovations for the CIO:  

• Zero Copy Technology: Data 360 offers a unified foundation by connecting data from multiple sources. Critically, it uses Zero Copy technology to instantly access data from hyperscalers like Snowflake and Google BigQuery without physical duplication.  

• Intelligent Context: This new capability significantly advances unstructured data processing, allowing AI to accurately parse complex documents like flowcharts, raw tables, and graphs—documents that previously yielded low accuracy.  

• Data 360 Clean Rooms: Built on the zero-copy infrastructure, Clean Rooms are designed to enable secure collaboration across entire partner networks using aggregated and anonymized segments.  

2. Agentic Field Service – Operational Excellence  

The Field Service Keynote addressed the severe operational challenges facing field operations, notably that technicians spend over a full day per week on time-consuming administrative tasks.  

High-Impact Innovations for Field Operations:  

• Autonomous Scheduling Agents: Agent Force Autonomous Scheduling AI Agents were introduced to fully automate routine scheduling, freeing dispatchers.  

• Voice-to-Form Capability: A new feature for the mobile workforce allows technicians to complete lengthy forms hands-free simply by speaking naturally.  

• Advanced Robotics Integration: The session demonstrated Drone Dispatch, creating a single hub to manage both human and robotic workforces. 

3. Agentic Revenue Management – Eliminating the "Messy Middle"  

The Revenue Keynote focused on transforming the quote-to-cash process, renamed Agent Force Revenue Management. The platform is designed to eliminate the "messy middle"—the disconnected systems, spreadsheets, and manual processes that currently hinder customer experience.  

Agentic Solutions for Deal Execution:  

• Quoting Agent: Capable of generating valid quotes for complex consumption pricing and automated renewals in minutes.  

• Billing Agent: Helps customers resolve complex billing disputes faster, for example, by instantly explaining consumption charges via self-service portals or Slack Connect.  

4. Driving Loyalty and Seamless Experiences in Retail  

Discussions in the retail track centered on overcoming severe fragmentation, noting that store associates often must navigate over 16 different systems to serve a customer.  

• Agent Force Retail is designed to resolve customer inquiries 24/7, offer personalized product recommendations, and optimize campaigns.  

• In-Store Unified Experience: Salesforce Point of Sale unifies omnichannel orders, clientelling, and inventory, allowing associates to check a customer’s loyalty status and product recommendations in a single 360-degree view.  

• Agent Force Voice demonstrated its intelligence by saving a canceled order. An agent proactively offered an alternative, such as pickup at a nearby store, using configured guardrails to prevent a lost sale.  

• Holiday Predictions: The session concluded with a significant forecast: Salesforce anticipates $263 billion in holiday sales influenced by AI and Large Language Models (LLMs) this year.  

5. The Agentic Employee Experience – Leveraging Slack  

Slack was emphasized as the crucial path to the agentic enterprise, providing the agents with the full context of work by combining data from conversations and systems of record. For internal IT and HR transformation, Agent Force is being used to streamline onboarding and launch Career Connect, an internal talent marketplace.  

Day One Summary: A Platform for Multi-Agent Workflows  

Day One firmly established that technological conversation has moved beyond simple predictive models. The overwhelming focus is on transforming businesses into the "Agentic Enterprise," where humans and AI agents collaborate to drive customer success.  

The key takeaways for IT leadership responsible for architecture and deployment center on three interconnected pillars required for agent success:  

1. Data Foundation: Data Cloud (Data 360) is the prerequisite for agents, ensuring they are powered by trusted, unified intelligence that can unlock insights hidden in unstructured data.  

2. Integration and Automation: Scaling these agent capabilities requires robust integration. MuleSoft was highlighted for its role in building AI-powered integrations using natural language ("MuleSoft Vibes") and for enabling Agentforce actions at scale via its composable architecture.  

3. Trust and Deployment: Significant time was dedicated to the responsible implementation of AI, covering essential topics like AI governance, the "Agentic Responsibility Model," and secure DevOps practices (ALM) necessary for building and testing agents securely at scale.  

In summary, IT strategies must now prioritize implementing secure, scalable, and intelligent multi-agent workflows powered by the combination of Agentforce and Data Cloud. The challenge is no longer if agents arrive, but how fast an organization can confidently deploy them.  

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