Agentforce 360 at Dreamforce 2025

Is your business ready for the agentic future?

Dreamforce 2025 didn’t just drop updates, but a plot twist. The agentic future everyone has been hinting at is no longer theoretical.  

It’s here and has a name: Agentforce 360.  If you walked in expecting “Agentforce 4.0”, then Dreamforce would have surprised you. Agentforce 360 completes the circle by connecting every corner of Salesforce under one AI-native layer that thinks, collaborates, and acts.  So, what does this actually mean for your business? 

Swivel-Chair Service Ends Now 

The challenge of deploying agents is not a lack of information; it’s the majority of it residing in the wrong places. Customer service agents live in a world of "swivel-chair" service, toggling between an average of 8-10 applications to solve a single issue. This fragmentation leads to: 

• Longer Average Handling Times (AHT) as agents hunt for data. 
• Lower First Contact Resolution (FCR) because the right answer is buried. 
• Higher Agent Attrition due to burnout and frustration. 
• Poor Customer Satisfaction (CSAT) as customers are forced to wait or repeat themselves. 

The definitive answer is Agentforce 360, designed to facilitate the need for both humans and AI to achieve 100% context with minimal effort. Every touchpoint, including data points, tools, and workflows, is consolidated into a single, intelligent version of the truth, enhancing productivity and efficiency.  

For the Long-Haul: What Sets Agentforce 360 Apart 

While Agentforce 360’s launch garnered the most attention, the buzz around Agentforce 360 wasn’t just hype. It marked a very real leap from reactive AI to autonomous action — where speed, accuracy, and real-time intelligence finally start working together. 

Here’s what makes it stand out: 

Agentforce 360 delivers immediate and tangible value AI-powered conversation, reasoning, and workflow automation with natural-language support across chat, voice, Slack, Teams, and portals. 

• Deep integration with Salesforce Data Cloud and external systems for unified, contextual data and real-time decision making. 
• Library of 200+ autonomous, ready-to-use agents for sales, service, IT, and industry workflows, deployable across Salesforce clouds. 
• Low-code Agent Builder for easy customization of agent logic, prompts, and escalation without developer expertise. 
• Seamless hand-off to humans for complex cases; omnichannel continuity ensures issues are never lost between platforms. 

Businesses are reporting some amazing benefits, such as:  

• Dramatic acceleration in resolution times, increased productivity, and scaled digital support 24/7 without extra headcount. 
• Rapid deployment and industry-specific templates to compress time-to-value for every department or business line. 
• Unification of data and process automation for smarter, more personalized interactions and precise business outcomes. 
• Consistent and proactive customer, employee, and partner support on preferred channels, raising customer satisfaction levels. 

Differentiators and Leveraging Agentic Potential 

Agentforce 360 helps companies make the leap from generative (creating content) to agentic (taking action). This "human-with-agent" model supercharges teams and gives enterprises a nitro-boost into an agentic future. 

• Agent-to-agent orchestration: Agents collaborate across business units and escalate complex tasks, delivering a seamless multi-team experience. 
• Intelligent context: Agents leverage Data 360 for real-time, holistic, actionable insights. This reduces fragmentation and manual intervention, solving the persistent issue of disconnected, shallow automations found in legacy platforms. 
• Branding and voice: Personalized agents reflect the company's brand in tone and conversation style, ensuring a consistent customer experience. 
• Integrated automation: Agents trigger and complete workflows across all channels and enterprise systems, covering both front-and back-office tasks. 

Agentforce 360 is a robust platform that seamlessly blends LLM-based creativity, allowing for human-like reasoning and conversation with the robustness of enterprise-grade automation. A library of connectors and APIs ensures rapid integration. The platform offers comprehensive contextual awareness, coordinating human and AI expertise within a unified framework. 

Infinite Proactiveness with Agentforce 360 

For all practical purposes and uses, Agentforce 360 hints at a complete transformation of reactive customer service into proactive and predictive service.  

To understand the impact of Agentforce 360, imagine an AI agent monitoring supply chain data and identifying a potential shipping delay for a high-value client before it occurs. A service ticket is then automatically initiated to a human agent to make a proactive "courtesy call." 

Bingo! This is made possible thanks to Agentforce 360.  

Human teams get a breather, repetitive tasks are administered, and humans focus on building relationships, solving complex problems, and managing strategic escalations. 

Industry Voices that are a Force Multiplier 

Agentforce 360 is a multiplier force for industries, delivering massive value. 

 Here’s a few examples. 

• Williams-Sonoma’s “Olive” Agent: The specialty retailer utilizes Agentforce 360 to deliver an enhanced customer experience. The suite automates meal planning, gifting experiences, and customer escalations through a single workflow, thereby seamlessly combining commerce & service functions.  

• Pandora’s “Gemma” Agent: A legacy jewelry brand maintaining customer session context from web chat to phone call using Agentforce Voice, eliminating the need for customers to repeat themselves. This is pivotal in improving customer satisfaction and reducing handling time.  

• Dell’s Supply Chain Agent: Dell’s move towards becoming an agentic AI enterprise has begun, and its supply chain agent has delivered results. A noticeable 67% reduction in supplier onboarding cycle time (earlier: 60 days, now: 20 days) has been achieved. All made possible by automating multi-step approvals and enhancing onboarding workflows.    

These success stories from Dell, Williams-Sonoma, and Pandora are the new benchmarks for customer and operational excellence.  

The autonomous agent era is here and will potentially create a competitive divide. Will enterprises lead this change or react to it later? Don't just watch it happen. Partner with Infogain to build your autonomous enterprise. 

As a Salesforce Summit Partner, we support you throughout the journey: from assessments to high-ROI use cases, building the data foundation in Data Cloud, and deploying and managing AI agents. We are uniquely positioned to help you navigate this new landscape, and our expertise is reflected in our whitepaper, "Revolutionize Your Business with Agentforce."

Infogain use case: How did our team help a Fortune 100 telecom client in automating 100% of their Salesforce code deployment, reducing SLA from 3 days to 4 hours to deliver reliable and scalable enterprise-grade solutions. Read more. 

Contact our team today to schedule a readiness assessment for Agentforce 360. Visit our website or write to us at info@infogain.com. 

Reference(s): 

Williams-Sonoma, Inc. Deploys Salesforce Agentforce 360 Across Its Brand Portfolio, Salesforce, October 2025

Welcome to the Agentic Enterprise: With Agentforce 360 Salesforce Elevates Human Potential in the Age of AI, Salesforce, October 2025

Pandaro makes every online shopper feel like a gem with Agentforce, Salesforce, 2025

The ‘Swivel Chair Effect’ — and How Automation Can Help, Reworked, 2025