At the Dreamforce 2024 event in San Francisco, California, Salesforce announced multiple innovations in AI-driven CRM tools, empowering businesses to deliver personalized experiences. The event focused on agentic AI (or AI as an agent) through the company’s latest offering, Agentforce, which helps businesses take customer experience to a new level. In this report, we analyze this new release, assess how Agentforce aligns with enterprise objectives and requirements, and identify its strengths and what could be better.

Scope

• All industries and geographies
• The report is based on Everest Group’s assessment of Salesforce’s product launch at its Dreamforce 2024 event

Contents

In this report, we examine:

• Outline agentic AI’s key objectives and requirements
• Examine the themes that drive and inhibit demand
• Evaluate Salesforce’s current positioning and its AI offerings
• Analyze the new release’s strengths and areas of improvement

Membership(s)

Service Optimization Technologies (SOT)

Enterprise Platform Services (EPS)

Sourcing and Vendor Management