What Is Agentforce 360?
Agentforce 360 is Salesforce’s next-generation AI platform that brings together humans, AI agents, business applications, and trusted data into one seamless ecosystem. At its core, it combines four essential components: the Agentforce 360 Platform with its cutting-edge conversational builder, hybrid reasoning, and voice capabilities; Data 360, a unified data layer that enriches AI with deep context from structured and unstructured data; Customer 360 Apps, which embed AI agents deeply into sales, service, marketing, and operations workflows; and Slack, serving as the collaborative interface where humans and AI agents work together in real time.
This integrated architecture enables enterprises to deploy AI agents grounded in governed, trusted data, collaborating effortlessly across workflows and teams. By embedding AI agents alongside human employees, Agentforce 360 accelerates decision-making, automates routine tasks, and transforms customer experience, redefining how businesses operate in the era of intelligent automation.
Mapping the Legacy Clouds to Agentforce
Here’s a quick reference to understand the product name changes and their focus:| Previous Product Name | New Agentforce Name | What It Does |
|---|---|---|
| Revenue Cloud | Agentforce Revenue Management | AI-powered Quote-to-Cash management with smart billing, contracts, and dynamic pricing |
| Sales Cloud | Agentforce Sales | AI-enhanced sales automation that prioritizes leads and enriches data |
| Service Cloud | Agentforce Service | AI-driven customer service automates routine inquiries and improves case resolution |
| Data Cloud | Data 360 | Real-time unified data integration fuels AI agents and workflows |
| Salesforce Field Service | Agentforce Field Service | Predictive workforce scheduling and optimized field operations |
| Marketing Cloud Growth | Agentforce Marketing | Agentic AI marketing with adaptive web, two-way email, journey optimization, and content partnerships |
Deep Dive into Key Agentforce Applications
Agentforce Revenue Management
Formerly Revenue Cloud, this solution unifies Configure-Price-Quote (CPQ), Revenue Cloud Advanced, and Billing under one AI-driven suite. Intelligent agents generate quotes in seconds, recommend optimal discounting and renewal strategies, and monitor contract health in real time, drastically speeding up revenue operations while reducing manual errors.
Agentforce Sales
Built to empower sales teams, Agentforce Sales leverages AI agents to automatically review lead activity, prioritize prospects, and provide enriched insights from third-party data sources like ZoomInfo. This allows sales professionals to focus on building genuine relationships, while AI handles routine data tasks and lead qualifications.
Agentforce Service
Transforming customer support, Agentforce Service applies to AI agents to handle up to 72% of routine customer inquiries. This frees human operators to tackle more complex problems, all while improving response times and service quality.
Data 360
Previously, Data Cloud, Data 360 integrates enterprise data sources without the need for extensive data movement. It provides a real-time, trusted data foundation that powers AI agents and workflow automation across all Agentforce apps.
Agentforce Field Service
This platform enhances field operations by providing predictive scheduling, better asset uptime, and proactive service delivery. With AI agents handling routine planning and data, field technicians can focus on delivering high-quality customer experiences and growth opportunities onsite.
Agentforce Marketing
The marketing suite uses agentic AI to personalize web experiences, enable seamless two-way email conversations, and automate campaign journey decisioning and paid media optimization. Salesforce’s new content partnerships also empower marketers to generate creative assets efficiently, fueling scalability and performance.
Why These Changes Matter
Salesforce’s Agentforce rebranding is more than cosmetic. It reflects the company’s vision to build the Agentic Enterprise — a future where human expertise is amplified by AI-powered digital agents. This shift means faster workflows, smarter decision-making, and more personalized customer interactions that drive growth.
For organizations still using legacy “Cloud” products, embracing Agentforce terminology and capabilities will be crucial to unlocking these AI-powered business benefits and staying competitive in an increasingly automated world.
Closing Thoughts
Salesforce’s Agentforce 360 introduces a powerful new paradigm for CRM, bringing AI agents front and center to augment human talent across sales, service, marketing, and operations. As you plan your Salesforce strategy ahead, understanding and adopting the Agentforce suite will unlock automation, intelligence, and agility to deliver superior customer experiences and drive revenue growth.
Partner with CEPTES (a Saksoft company) to accelerate the business value of your Salesforce investment. With deep expertise in multi-cloud implementation, AI solutions, customizations, and managed support, we help enterprises unlock the full power of Agentforce and digital transformation. Ready to elevate your Salesforce game? Connect with us for end-to-end consulting, integration, and innovation tailored to your business needs.
Nilamani Das
Nilamani is a thought leader who champions the integration of AI, Data, CRM and Trust to craft impactful marketing strategies. He carries 25+ years of expertise in the technology industry with expertise in Go-to-Market Strategy, Marketing, Digital Transformation, Vision Development and Business Innovation.
