From Clouds to Agents: The Future of Salesforce Has Arrived
Dreamforce 2025 delivered more than product demos and AI announcements—it marked the end of the “Cloud” era and the full rollout of Agentforce.
Sales Cloud, Service Cloud, Marketing Cloud—they’re all getting new names, feature updates, and a new purpose: powering agentic automation across every part of the enterprise.
If you’ve been wondering what changed, why it matters, and what to do next—this guide breaks it all down.
Why Salesforce Is Renaming Its Products
This isn’t just a cosmetic rebrand. Salesforce’s move from Clouds to Agentforce reflects a fundamental shift: AI isn’t an add-on anymore—it’s the foundation.
Agentforce 360, the new enterprise CRM platform, brings data, intelligence, and automation together to let businesses design and manage autonomous agents safely and at scale. Each renamed product fits into that unified system.
Naming Changes
| PREVIOUS NAME | NEW NAME | KEY NEW & ENHANCED FEATURES FOCUSED ON AGENTIC AI |
|---|---|---|
| Customer 360 | Agentforce 360 | The new umbrella platform. Provides the framework for designing, deploying, and governing all AI agents across the enterprise. |
| Sales Cloud | Agentforce Sales | Agent Activity Column in Pipeline Inspection: Automatically updates opportunity records based on email/call context and recommends next steps for user review. New Sales Workspace: A command center-like experience for individual sellers to manage their process and agent tasks. Prospecting & Enrichment Capabilities: (GA expected Feb 2026) AI-powered prioritization and enrichment leveraging external data partners. |
| Service Cloud | Agentforce Service | AI-Driven Case Resolution: Agentforce agents provide autonomous case resolution, knowledge routing, and predictive service. Agentic IT Service (ITSM): A new offering for internal IT support, competing with ServiceNow, with conversational, Slack-embedded support applications. |
| Data Cloud | Data 360 | Intelligent Context: New capability to extract, organize, and unify context from complex unstructured data (like documents and PDFs) to power more accurate AI agents. Clean Rooms: Allows secure collaboration on data with partners (GA Dec 2025). Renaming emphasizes the move from simple data storage to a unified data intelligence layer that fuels AI. |
| Einstein / AI Cloud | Salesforce AI | Unified AI engine powering all Agentforce apps. Consolidates previous AI brands (Einstein, Copilot, AI Cloud) into a single, cohesive foundation for intelligence. |
| Revenue Cloud (Billing) | Agentforce Revenue Management | AI-Driven Quote Recommendations: Provides smarter quote suggestions and deal management. Predictive Renewal Triggers: Uses unified data from Data 360 to predict and automate renewal workflows. |
| Commerce Cloud | Agentforce Commerce | Agentic Commerce Protocol (ACP) Integration: Co-developed with OpenAI and Stripe. Enables conversational commerce for Instant Checkout directly from platforms like ChatGPT, while maintaining merchant control over data and fulfillment. Personal Shopping Agents: AI agents that can guide shoppers, offer personalized recommendations, and resolve inquiries 24/7. |
| Field Service Lightning (FSL) | Agentforce Field Service | Autonomous Scheduling Agents: AI agents fully automate routine scheduling, capacity planning, and dispatch optimization, freeing up human dispatchers. Voice-to-Form Capability (Mobile): Technicians can complete lengthy mobile forms hands-free simply by speaking, boosting productivity on-site. Predictive Service Optimization: AI-driven optimization of technician routes and equipment pre-checks. |
| Marketing Cloud | Agentforce Marketing & SDR | Autonomous Campaigns: AI agents handle campaign execution (copy generation, creative, channel delivery) based on the marketer’s strategic brief. SDR Agent Functions: New capabilities in Agentforce Sales that automate lead qualification, prospecting, personalized outreach (drafting emails for human review), and meeting setting, significantly cutting out the manual SDR work for high-volume tasks. |
| Financial Services Cloud | Agentforce Financial Services | Autonomous Fraud Agent: Real-time monitoring of transactions, instantly assessing risk using historical and behavioral data (in 1-3 seconds). For high-confidence fraud, the agent immediately freezes the account and initiates customer outreach. Agent Claims Processing (Insurance): Agents autonomously receive, validate, and process claims against policy terms, calculate initial estimates, and issue payment authorizations (with vision AI to assess damage). Conversational Banking Agent: Voice-enabled agents can handle complex customer inquiries (e.g., pulling real-time transaction history, identifying suspicious charges, offering to freeze a card) end-to-end, instantly, rivaling large contact centers. Governance & Compliance Focus: Deep integration with Anthropic’s Claude AI model (preferred for regulated industries) to ensure security and data residency. |
| Health Cloud & Life Sciences Cloud | Agentforce Life Sciences | Accelerated Clinical Trials: Agents streamline operational aspects, boost patient participation, and improve data visibility to expedite the path from molecule to market. Automated Patient Services: Agents automate support functions like prescription onboarding, benefit verification, and patient adherence program management. AI-Driven HCP Engagement: Agent-centric mobile applications for field sales and medical personnel, providing smart summaries and real-time intelligence for efficient interactions with Healthcare Professionals. Model Agility: The platform is designed to easily integrate with multiple models (OpenAI, Anthropic, Google) to tailor solutions for specific regulatory and business needs. |
| Retail Cloud | Agentforce Retail | In-Store Unified Experience: Agents and Salesforce Point of Sale (POS) unify omnichannel orders, clienteling, and inventory data, allowing store associates to check loyalty status and get AI-driven product recommendations in a single 360-degree view. Agent Voice for Order Resolution: Agents demonstrated proactively saving canceled orders by using voice interaction to offer an alternative solution (e.g., in-store pickup) while adhering to defined guardrails. 24/7 Customer Inquiry Resolution: Agents are deployed to handle common customer inquiries, optimize campaigns, and provide personalized product advice. |
| Nonprofit Cloud | Agentforce Nonprofit | Agent-Driven Donor Prioritization: Agents leverage relationship intelligence and constituent data to uncover hidden donor connections and prioritize prospects most likely to drive transformational gifts for the fundraising team. Mission-Driven Agent Use Cases: Emphasis on deploying agents for immediate, high-impact use cases like answering FAQs for constituents/volunteers and automating follow-ups while ensuring strict compliance with organizational values and communication guidelines. |
| Education Cloud | Agentforce Education | Reimagining the Student Experience: Focus on using agents to unify the experience across student services (onboarding, tutoring, alumni engagement, and accommodation). Automated Student Support: Agents are used to answer high-volume student inquiries, automate routine administrative tasks, and provide personalized guidance, allowing faculty and staff to focus on high-touch engagement. The vision is for agents to drive learner and institution success. |
New Products & Tools
| PRODUCT / FEATURE | KEY NEW FEATURES |
|---|---|
| Agentforce IT Service | New Offering: Salesforce’s dedicated ITSM solution. Delivers conversational, AI-powered internal support, integrated with Slack as the primary interface for ticket resolution and approvals. Slack-Native Issue Resolution: Employees can resolve most common issues, requests, and incidents directly within Slack via agents. |
| Agentforce HR Service | Smarter Employee Support: HR-specific AI agents provide faster, personalized answers and automated resolution of common HR tasks (e.g., benefits questions, policy lookups, time-off requests). Slack-First Deployment: Agents are available in Slack, providing a personalized AI companion grounded in company HR policies and data. |
| Agentforce Supply Chain | Agentic Document Analysis: Agents analyze complex documentation (e.g., supplier contracts, logistics reports) using Data 360’s Intelligent Context to extract details and optimize processes like supplier onboarding and compliance checking. Predictive Issue Resolution: Agents flag and recommend resolutions for potential supply chain disruptions before they occur. |
| Agentforce Builder | Conversational Authoring: Design and deploy AI agents using natural language prompts in a low-code interface, replacing systematic topic/action creation. Improved Simulator: Enhanced testing experience with explanations of agent actions. |
| Agent Script | Hybrid Reasoning Engine: A proprietary, readable language for agent development (Beta Nov 2025). Enables a higher level of determinism for pre-established business logic while maintaining AI flexibility. Used within Agentforce Builder and Prompt Builder. |
| Slack as the Agentic OS | Slack is positioned as the Agentic Operating System (OS), the central hub where humans, AI agents, apps, and Data 360 insights converge. Auto Slack: Simplifies connecting Salesforce instances to a new Slack environment in three steps. OpenAI Integration: Direct access to Salesforce CRM data, dashboards, and insights from within ChatGPT. |
| Agentforce Vibes | An enterprise-ready, AI assistant for developers that understands Salesforce metadata and context. Use cases include generating Lightning Web Components (LWC) and rapid prototyping. |
| Setup powered by Agentforce | AI-Assisted Setup: Helps Admins with complex tasks like troubleshooting user permissions and recreating issues through conversational prompts, eliminating manual clicks. Flow Summarization & Query: Instantly understand and query complex automation flows. |
| Agentforce Marketing | Autonomous Campaigns: Marketers set the strategy, and AI agents handle execution, continuously refining performance across media, creative, and analytics. Conversational Engagement: Weaves WhatsApp and SMS into a two-way, connected dialogue with customers. |
| Scale Center | Now available beyond Unlimited Edition customers. New features include Apex Guru, an AI-powered feature that offers personalized recommendations for optimizing code anti-patterns and hotspots. |
What now?
If you’re looking for guidance on how to apply Salesforce’s newest features or products to your business—what to prioritize, the impact they’ll create, and how to get started—our team at Coastal is always here to help. Drop us a line and let’s find some time to connect.
