Curious about how to bring Agentforce into your business? TrailblazerDX (TDX 25) was packed with exciting updates designed to help. This year’s event put a strong spotlight on Agentforce, revealing Salesforce’s latest innovations to make autonomous AI solutions easier to adopt. Here are the key takeaways you need to know.
Agentforce: Value and Case Studies
Understanding the value of new solutions is essential. During the keynote, insights from a study by technology analyst firm, Valoir, were shared. Key findings included:
- 5x faster model setup with Agentforce’s pre-built, pre-tuned models compared to DIY approaches.
- 5x faster data integration with Agentforce (powered by Data Cloud).
- 6x faster UI and app development with Agentforce compared with DIY approaches.
- 90% reduction in prompt engineering time by using Agentforce’s prompt builder.
- Up to 75% improvement in model accuracy reported with Agentforce vs DIY solutions.
- Agentforce reduced setup and tuning time to 4.8 months, compared to 75.5 months for equivalent DIY strategies.
NOTE: These results are based on interviews with 20 companies in various industries, primarily in the US. More information is available here.
While the sample size is small, the findings highlight potentially significant time-to-value benefits. This is due to Agentforce’s pre-built capabilities (e.g. Einstein Trust Layer, Prompt Builder and Agent Builder, etc), which simplify building secure and personalised agentic experiences. Moreover, by being able to reuse existing Salesforce customisations (e.g. Apex and Flow), it further accelerates adoption.
Case Studies
Several real-world examples illustrate Agentforce’s potential impact:
- reMarkable’s Agentforce implementation supports 24/7 operations, while deflecting 35% of enquiries.
- Salesforce’s own Agentforce solution has access to ~700,000 knowledge articles and is now resolving 40,000 questions per week with an 83% resolution rate. Only 3% of interactions require escalation to a human agent.
- Wiley’s Agentforce solution resolves ~70% of common queries and has accelerated the onboarding of new staff by 50%. There has been an efficiency gain of 40% over prior chatbots and an ROI of 213%.
Salesforce is also working to improve clarity on ROI, consumption (e.g. Digital Wallet) and pricing to further strengthen Agentforce’s commercial appeal.
Agentforce Developer Edition
Salesforce announced the new Agentforce Developer Edition – a free environment designed to help developers learn Agentforce and Data Cloud. Like other Developer Editions, it is free to use. However, you must login every 45 days to keep it active.
This edition includes:
- 150 LLM outputs per hour
- 1 Data Cloud Space (partition in Data Cloud)
- 10GB of Data Cloud Storage
Despite these limits, the new edition offers a fantastic opportunity to experiment with Agentforce and Data Cloud capabilities. If you want to get hands-on, Salesforce is also providing sample exercises, such as the Coral Cloud application – an excellent starting point to learn more.
Agentforce 2dx: Agentic Application Lifecycle Management
"Agentic Workflows bring agility to business process"
TDX 25 introduced powerful new tools designed to simplify and enhance the agentic application lifecycle. Key updates include:
- DX Inspector. Easily review data and metadata used in agent topics and actions. Available in Sandboxes. Generally available.
- Agentforce API. Trigger Agentforce in back-end processes using a REST API; no UI interaction required. Ideal for embedding Agentforce into cross-system processes. Generally available.
- Invocable Actions for Flow & Apex. Embed agentic reasoning into Flows and Apex. This helps process flexibility without the need for multiple logic branches (e.g. routing cases, sales allocation, etc). Generally available.
- Variables: Define and enforce deterministic logic through variables; ensuring key stage gates are met. Variables can be referenced in action and topic filters. Generally available in March ’25.
- Agentforce Cards. Add custom Lightning Web Components (LWC) to format Agentforce responses. Currently in developer preview.
- Building Agents with AI Assistance. Use natural language prompts to build agents, including preselecting relevant actions, topics & instructions. Troubleshoot common issues. Available in March 2025.
- Tableau Next. Summarise data into charts and present these back in responses. Generally available.
- Testing Centre: Perform batch testing on Agents using no and pro-code tools. Test assertive logic (e.g. have the right topics and actions been invoked), as well as responses. Generally available now. Enhancements for evaluating guardrails expected in April 2025.
- Agentforce Interaction Explorer: Gain insights into Agentforce performance with detailed session analytics and broad trend reviews. Expected in Autumn 2025.
AgentExchange
Salesforce has deliberately positioned Agentforce to be open and extensible. At TDX 25, they announced the AgentExchange – a marketplace where administrators and developers can install pre-built actions, topics and templates directly into their agents. It also provides partners and developers and opportunity to monetise their agentic solutions.
With 200 initial partners and hundreds of pre-built actions from vendors like DocuSign, Copado and Elements.cloud to choose from, the AgentExchange empowers teams to accelerate and expand Agentforce solutions.
Best Practices for Agentforce
- Governance, Training and Change Management. Engage your team early; invest time to learn, define and review your objectives and set out clear governance. Ensure you focus on effective communication strategies to manage the change.
- Data’s value. Data is a key asset, but to get the most value from your data, it must be discoverable, understandable, reliable and accessible.
- Data Strategy and Data Tooling. It is important to consider how you will source your data to ground your agent. There are various capabilities in Data Cloud to connect and harmonise data, whilst providing a means to easily ground prompts from Agentforce.
- Integration and Bulkification. Agents make API calls to LLMs; in doing so, it is important to consider bulkification impacts. It is also prudent to implement a trigger to easily disable agents if needed.
- Testing. Ensure your testing covers both logical assertions (e.g. are the right topics and actions triggered) and evaluates LLM responses. For this, ensure you have representative test scenarios and plan to review this over time. Be mindful of credit consumption.
- It is recommended to use Test Centre in a sandbox to avoid accidental record updates in Production.
- Security. Utilise common Salesforce controls (e.g. Profiles, Permission Sets, etc) to manage Agent access. Overlay this with Agent specific controls (e.g. topics, instructions, variables, bindings and filters) to limit the agent’s scope. Always be mindful of where the agent will be deployed. For example, is it internal or public facing?
- Iteration and Improvement. Start small and continue to review and improve.
- When available, use Observability Centre to identify where to focus on.
True to the Core
True to the Core is always an interesting session, giving the community an opportunity to provide feedback to Salesforce’s Product team. Key takeaways from TDX 25 included:
Product Updates
- Performance Improvements. Page load times have continued to be enhanced, with noteworthy progress across B2B, B2C and B2E experiences. Further improvements are expected for the core CRM application.
- Agentic Experiences for Setup. New admin and developer tools are on the way, such as:
- Troubleshooting record access and field-level security
- LWC Generation and conversion of Aura to LWC
- Metadata driven agentic setup
- DevOps Enhancements. Testing capabilities are being enhanced and greater support for DX Inspector.
- Salesforce Lightning Design System 2 (SLDS2). Additional themes / branding options, including dark mode.
Community Questions
- Cost of Testing Agentforce. TDX 25 highlighted the importance of testing agentic solutions. However, as this consumes credits, cost will be a concern. Salesforce acknowledged this and is exploring options to help businesses (e.g. potentially reducing costs for testing).
- Release updates impacting Profiles. Recent releases have updated functionality in Custom, Minimum Access and Integration Profiles. While the issue has been resolved, it is advisable to review Profiles periodically to ensure permissions remain aligned.
- Flow and OmniStudio. As in prior True to the Core sessions, the overlap between Flow and OmniStudio received some attention. Salesforce have highlighted that Flow is expected to receive further attention this year, with additional style and theme options to come.
- Licensing flexibility. Tooling such as Agentforce and Data Cloud utilise consumption-based billing. Salesforce acknowledged this can require some flexibility in licensing (e.g. product swapping) and are conceptually looking to explore more flexibility in contracts.
Growing the Agentforce Community
Lastly, Salesforce is continuing to invest in promoting and growing Agentforce adoption across the community. This includes:
- Growing the Agentforce Community to 1 million members by the end of the year.
- Focusing efforts on the Agentblazer Status Program (following the announced retirement of AI Associate).
- A new Agentforce Consultant certification is being explored.
- Additional TDX events (TDX World Tour) are scheduled for Tokyo, Bengaluru and London later this year.
Summary
TDX 25 highlights Salesforce’s continued commitment to Agentforce. The direction of travel for the platform is clear, with case studies, best practices and new features becoming more prominent. Notably, ‘Agentforce 2dx’ emphasises tooling for driving agentic experiences throughout the development lifecycle. The introduction of Testing & Observability Centre represents significant advancements in ensuring quality and confidence in agentic experiences as well as maturing working practices.
The free Agentforce + Data Cloud Developer edition is a crucial step forward, helping Salesforce professionals to upskill. Additionally, the AgentExchange will also help teams exploring and learning what is possible; ultimately accelerating time-to-value. It will be interesting to see how much momentum the Agentforce Community gains over the year!
Want to learn more about TDX 25? Check out the sessions on Salesforce+.
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Bonus Penguin Fact 🐧
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