The 2025 Dreamforce Keynote: The Highlights

It’s the fastest-growing product Salesforce has ever launched, handling over 1.5 million customer service requests already – you know what we’re talking about — it’s Agentforce!

Unsurprisingly, our friends at Salesforce had a whole host of content, releases, launches and stories centred around Agentforce and a new era of agentic solutions. We watched the 90-minute session, so you don’t have to; let’s dig into the highlights.

 

The Vision

With a visionary opening video, presented by the one and only Matthew McConaughey, Marc Benioff went on to explain the developments over the last year in AI and how Salesforce is at the forefront of integrating it into enterprises.

“The future of work. It’s not artificial, it’s profoundly human.“

Humans and agents drive customer success together; your agents can do the grind, whilst humans bring the judgment and build the relationships.

 

Repeating Themes

  • Agents are the new UI for work. Agents can write emails, prep meetings, answer questions and fill forms. Leaving people time to step in for that important judgment and relationship work.
  • Context makes the answers useful. For an agent to offer good answers, it needs clean data, policies and a shared language across the business.
  • Governance is built in. The updated systems can cut down long documents into meaningful chunks, apply masking rules and return an actual answer, not just a link to a source.
  • One platform, many touchpoints. New integrations mean that Slack, Voice, Web, Teams, Tableau, and MuleSoft get information from the same source of truth, so an agent’s answers stay consistent.
  • Flexible pricing. Options for various adoption curves: enterprise-wide agreement, action-based and flex credits.

 

Key Product Announcements

  • Agent-first everywhere: Sales, Service, Marketing, Commerce, IT Service, HR Service, Revenue, Supply Chain, Field Service, plus layers for Slack, MuleSoft, and Tableau.
  • PepsiCo Case Study: with agentic integrations, sales teams get prep and follow-ups directly in Slack, field techs get guidance and auto summaries on the job, and are empowered to trigger sales conversations on the spot.
  • AgentForce 360: the full foundational platform that handles model choice, orchestration, observability, governance, SDKs, APIs, DevOps, and voice.
  • Agent Force Vibes: type a description to quickly build an app, dashboard, or flow that is wired to real data in your org.
  • Dell Case Study: Agent Force Supply Chain is now used by about 19,000 people across 90+ processes. Using it has cut supplier onboarding from 60 days to just 20.
  • Agent Script and new Builder: turns natural language steps into reliable, repeatable instructions.
  • AgentForce Voice: voice agents in the contact centre that keep context across handoffs.
  • Pandora Case Study: A new personal shopper agent, “Gemma,” that keeps in mind the full customer journey and can switch between chat and voice with the same context and customer information.
  • Data360: next-gen Data Cloud, smarter document parsing, policy controls, masking, better retrieval.

 

The Key Takeaway: Context Is The Product

The main theme throughout this keynote is that smart prompts within AI alone are not a strategy for success. Salesforce’s agents only work well when they “know” the customer.

That means clean, connected data, clear rules and one single view across all customer channels. Worried about your data? That’s where we come in.

Salesforce’s vision for its customers is to treat context like a product line with real owners and KPIs, for agents to deliver the best possible results.

 

What next?

There’s a lot of information out there on next steps, and plenty of sessions at Dreamforce talking about using agents in every aspect of the business. You can watch them on demand.

To help you understand the status quo of your organisation and its data, Simpala is offering complimentary AI Readiness workshops until the end 2025.

You’ll leave with a clearer understanding of your AI-Readiness and potentially 2-3 use cases to plan for and ensure you are a leader in your industry.

Inspired to go Agentic? Get in touch.

Fancy a chat?