2025智能体企业的兴起：Salesforce大会四大关键趋势研究报告

REWINDSERIES/DREAMFORCEREWIND2025

THERISEOF

THEAGENTICENTERPRISE

4KEYTHEMESEMERGINGFROMTHE

SALESFORCECONFERENCE

INTRODUCTION

Atatimewhentheindustryisundergoing

aprofoundtransformationignitedby

theriseofAIagents–goal-oriented

softwareprogramsthatcaninteractwith

theirenvironment,andusedatatotake

actionautonomouslytoachievedesired

outcomes–Dreamforce,Salesforce’sannualconference–heldbetweenOctober14th

andOctober16thinSanFrancisco,CA–

providedanopportunitytoreflectonthe

profoundopportunitiestoreinventindustrysectorsthisparadigmshiftbringstobear.

Salesforceisaplatformthathasgrownto

addressboththeoperationalneedsofthe

enterprisetotrackprogressinthepursuit

ofsalesopportunitiesaswellasthefull

spectrumofmarketingcapabilitiesneededtodeliverbest-in-classcustomerexperiences.

Typically,operationsandmarketingliveinpolarorganizationalopposites:thelatterfacing

outward,towardsthecustomer,andtheformerfacinginward,towardsemployeesandbusinessleaders.TheemergenceofAIagentsisblurringtheseboundaries,astheyarebydesignlookingatwaystoachieveoutcomesthatdisregard

thesedistinctions,andcancollaboratewithoneanothertomeettheirgoalsevenfaster.

Inthiscontext,lookingathowtheSalesforceecosystemisevolvingtobothspearheadandaccommodatetheriseofagentscanoffer

marketersandbusinessleadersvaluablelessonsonhowtoacceleratetheirown

organizations’journeyintothisnewera.

THERISEOFTHEAGENTICENTERPRISE2dentsu

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THERISEOFTHEAGENTICENTERPRISE3

DREAMFORCEREWIND2025

INTRODUCTION

OURTHEMES

01

02

THEAGENTIC

COMPANY3.0:

ELEVATING

HUMAN-TO-AGENTRELATIONSHIPSTONEWLEVELS

THEFUTUREOFADVERTISING:

WHEREMEDIA

EXCELLENCEMEETSMODERNCRMTO

COLLAPSETHEFUNNEL

03

04

B2B

TRANSFORMATION:RETHINKING

ORDER-TO-

CASHTOCREATESEAMLESS

BUYER/SELLERINTERACTIONS

DATASTRATEGY&ORCHESTRATION:THESECRET

WEAPONTO

TURBOCHARGE

ENTERPRISE

TRANSFORMATION

THERISEOFTHEAGENTICENTERPRISE4dentsu

DREAMFORCEREWIND2025

THEME01

THEAGENTICCOMPANY3.0:

ELEVATING

HUMAN-TO-

AGENTRELA-TIONSHIPSTONEWLEVELS

Theagenticrevolutionhasmoved

rapidlyfromtheoreticalpromisetooperationalreality.AtDreamforce2025,Salesforcedemonstrated

thatwe'reenteringanerawheretherelationshipbetweenhumansand

AIagentsfundamentallyreshapeshowbusinessgetsdone.Thisisn't

aboutreplacinghumanworkers;it'saboutelevatingtheircapabilities

throughintelligentaugmentationandcreatingbidirectional

conversationswhereautomationhastraditionallybeenone-way.

Thetransformationisgroundedinthree

criticalpillars:comprehensivedatacontext

throughDataCloud,rapiddeployment

enabledbypurpose-builttooling,andculturaladaptationtonewwaysofworking.Use

casesatmajorenterprises,andatSalesforceitself,revealedthatthedifferencebetweensuccessandthemanystalledinitiatives

intheindustrycomesdowntoexecution

discipline-startingsmall,testingrelentlessly,

tuningcontinuously,measuringimpact,and

embracingorganizationalchange.Asinnovationaccelerateseveryweek,thecompetitive

advantagebelongstocompaniesthatactnow,learnfast,andoptimizesystematically.The

‘AgenticCompany’eraisn'tafuturestate-it'sanachievabletransformationfororganizationsreadytomovebeyondfearintofocusedaction.

THEME01

THERISEOFTHEAGENTICENTERPRISE5dentsu

DREAMFORCEREWIND2025

THEINTELLIGENT,

CONTEXTUALAGENTREVOLUTION

Salesforce'smainstagekeynoterevealedthenextevolutionofAgentforce-anintelligentplatformbuiltacrosseverySalesforce

applicationwithvoicecapabilities,predictiveaccuracy,anddeepcontextualawareness.

ThefoundationofthistransformationisDataCloud,whichprovidesthecomprehensive

dataintegrationnecessaryforagentsto

operatemeaningfullyandeffectively.The

breadthofdeploymentwasstriking:Dell

alreadyhas20,000suppliersoperatingon

Agentforceforsupplychainmanagement,

whileSouthernCaliforniaEdisondeploys

agentstoconductpole-by-pole,tree-by-treeassessmentstopreventfuturewildfires.

Thekeynotehighlightedafundamental

shiftinhowSalesforceapproachesbusinesscommunication.With11trillionemailssentannuallythroughSalesforcesystems-all

traditionallyone-wayconversations-the

platformisnowenablingbidirectional,

intelligentdialogue.Thiscapability

extendstoAgentforceVibes,Salesforce's

newagenticcodecompanionthatallows

customerstobuildsophisticatedSalesforceapplicationssimplybydescribingwhattheyneed.TheintegratedCode-Editorcapabilitycreatesdeeplycontextualizedapplicationsthatlivewithinexistingworkflows.

Real-worldimplementationsdemonstrated

tangiblebusinessimpact.PepsiCoshowcasedhowAgentforcetransformsfieldservice

techniciansintorevenuegenerators

throughintelligentupsellingcapabilities.

PandorademonstratedAgentforceVoice

handlingcustomerserviceinteractions,

seamlesslyschedulingjewelrycleanings

andappointments.Additionally,Salesforce

unveiledareimaginedTableauwithan

embeddedagenticlayer,expandingintelligenceacrosstheanalyticsecosystem.These

examplesillustratedhowagentsaugment

humancapabilitiesratherthanreplace

them,creatingnewvaluethroughenhancedproductivityandcustomerexperiences.

WATCHSESSION

THEME01

THERISEOFTHEAGENTICENTERPRISE6dentsu

DREAMFORCEREWIND2025

BECOMINGANAGENTICENTERPRISE

TheAgentforcekeynoteattheconferenceconfrontedtheharshrealitiesfacing

organizationsattemptingagentic

transformation.Salesforceacknowledgedindustrychallengeshead-on,referencing

MITresearchshowingthat95%ofagenticpilotsneverreachproduction,alongside

thesunkencostsofDIYapproachesand

underperformingusecases.Onephrase

resonated:"becausepromptsandaloop

arenotenough."Itcapturesthecomplexitybeyondsurface-levelAIimplementation.

Salesforcepositioneditselfas‘Customer0,’sharingcandidlessonsfromdeployingAgentforceon

S

andhelp.

.Initialcase

resolutionrates

startedbelow40%,butthroughrigorous

testing,monitoring,observability,configurationtuning,anduserfeedback,Salesforce

achieveda77%resolutionratewithonly2%

ofconversationsrequiringhumanescalation.

Thisjourneyfrompilottoperformance

demonstratedthatsuccessrequiressystematicoptimization,notjustdeployment.

Thesessionaddressedacriticalmarket

challenge:organizationsparalyzedbetweenfearoffailure,uncertainty,anddoubt.Withinnovationacceleratingatunprecedented

speed,hesitationmeansmissingimmediateoptimizationopportunitiesandfalling

behindcompetitorsincapturingweekly

improvements.Williams-Sonomaprovided

acompellingdemonstrationofAgentforceVoiceandAdvancedChat,showingagents

operatingseamlesslyacrosschannels.

Salesforcedistilledtheframeworkfor

buildingeffectiveagentsaroundfourpillars:

CONTROLoveragentbehavior,CONTEXT

fromallavailabledata,richEXPERIENCES

acrosstouchpoints,andtheabilitytoMANAGEagentsatscale.Theupdatedagentbuilder

experienceshowcasedhowSalesforceis

removingfrictionfromtheimplementationprocess,makingiteasierfororganizationstomovefromconcepttoproduction.

WATCHSESSION

THEME01

THERISEOFTHEAGENTICENTERPRISE7dentsu

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TRANSFORMATION

REQUIRESDISCIPLINE

Inthesession‘Salesforce-on-Salesforce

-FiveAgenticLessonsfromtheTrenches’,Salesforce'sDigitalExperienceTechnology(DET)teamsharedtacticallessonsfrom

theirinternaltransformationintoan

agenticenterprise.Operatingundera

renewed‘Customer0’mandate-solving

Salesforce'sownbusinessproblemsfirst-theteamdevelopedapracticalframeworkforsuccessfulimplementation:StartSmallandGoFast,Test/Tune/Repeat,TheRightDataisGold,MeasureValue&Impact,

andEmbraceNewWaysofWorking.

Theresultsspeakvolumesaboutexecution

speedandscale.

H

now

handlesnearly2millionconversationsthroughAgentforce,averaging57,000conversations

weekly.Theteammovedfrompilottofull

productionlaunchinjustfourweeks-a

timelineenabledbyAgentforce'stestingcenterandobservabilitycapabilities.Thisvelocity

demonstrateshowpurpose-builttooling

eliminatestraditionaldeploymentbottlenecks.

“

WEDO11TRILLION

EMAILSAYEAR

ATSALESFORCE,BUTTHEY'RE

ALLONE-WAY

CONVERSATIONS.

WHATIFTHEY

WERETWO-WAY?

MARCBENIOFF

CEO,

Salesforce

Asignificantculturalinsightemerged:

Slackhasevolvedintotheoperatingcenter

foragentically-assistedemployees.This

representsafundamentalshiftinhowwork

happens,withagentsembeddedintheflowof

collaborationratherthansiloedinseparate

systems.Thefivelessonsprovideareplicable

blueprint:startingsmallreducesriskwhile

buildingmomentum;continuoustestingand

tuningoptimizeperformance;qualitydata

trumpsquantity;trackingmeasurableimpact

justifiesinvestment;andnewworkflowsrequireculturaladaptation.Salesforce'sinternal

journeyvalidatesthatagentictransformation

isn'ttheoretical-it'sachievablewiththeright

approach,tooling,andcommitmenttoiteration.

WATCHSESSION

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THEME01

WHAT

BRANDSCANDO:

LaunchaStrategic‘Customer0’PilotProgram.

Stopwaitingforperfectconditionsandidentifyahighimpact,containedusecasewhereyou

canprovevalueforyourorganization.FollowSalesforce'splaybook:deployquickly,monitorobsessively,andoptimizecontinuously.The

77%resolutionratedidn'thappenondayone-itresultedfromsystematictesting

andtuning.Chooseameasurablebusinessproblem,setclearsuccessmetrics,and

committoaggressiveiterationcycles.

InvestinDataCloudasYourAgenticFoundation.

Agentsareonlyasintelligentasthecontexttheyreceive.Prioritizeconnectingdisparatedatasourcesintoaunifiedfoundation

thatprovidesagentswithcomprehensive

customer,product,andoperationalcontext.Withoutthisfoundationallayer,agents

willdelivergenericexperiencesthatfail

torealizetheirpotential.DataCloudis

increasinglyimportantforextendinguse

casesbeyondSalesforcenativedata(SalesOpportunity/Accounts,ServiceCases).

ReimagineWorkflowsAroundBidirectionalIntelligence.

Challengetheassumptionthatautomation

meansone-waytransactions.Audityourhighest-volumecommunicationchannels-email,

servicecases,fieldoperations-andidentifyopportunitiestotransformmonologuesintointelligentdialogues.LikePepsiCoturning

fieldtechniciansintorevenuegeneratorsorPandoraenablingvoice-basedappointmentscheduling,findwhereconversationunlocksnewvaluebeyondsimpletaskcompletion.

BuildOrganizationalVelocity

ThroughTestingInfrastructure.

Salesforce'sfour-weekpilot-to-production

timelinewasn'tluck-itwasenabledby

leveragingAgentforce’spurpose-builttesting

centerandobservabilitytools.Adoptthe

capabilitiesthataccelerateexperimentation

andprovidesvisibilityintoagentperformance.

Thebrandsthatwillwinaren'tnecessarilythe

earliestadopters,butthosewhocantest,learn,andoptimizefasterthancompetitors.Makerapiditerationacorecapability,notanaspiration.

THERISEOFTHEAGENTICENTERPRISE9dentsu

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THEME02

THE

FUTUREOF

ADVERTISING:

WHEREMEDIAEXCELLENCE

MEETS

MODERNCRMTOCOLLAPSETHEFUNNEL

Foroveradecade,thevisionoftrue1-to-1omnichannelpersonalizationhasremainedelusive,anambition

oftenpromisedbutrarelydelivered.

Today,however,aneweraisemerging.Thelong-anticipatedconvergence

ofMartechandAdtechisnolonger

theoretical-it’sactionable!Poweredbyrobustdatafoundations,advancedidentityresolution,andtheriseof

agentictechnologieslikeAgentforce,theindustryispoisedtofinally

fulfillitspersonalizationpromise.

Salesforceanddentsudiscussedthe

MarketingOperatingSystemtheyare

architectingtodoso,onethatcollapsesthefunnelbydynamicallyresolvingidentities

andactivatingcontext-rich,personalized

journeysacrossmedia,messaging,andsales.

THEME02

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DREAMFORCEREWIND2025

UNIFYINGCRM&MEDIATOCOLLAPSETHEFUNNEL

InanerawhereB2Bbuyerjourneysare

increasinglynon-linear,Salesforceand

dentsuhavepartneredtoredefinehow

marketingandsalesconvergethroughdata,

identity,andAI.TheDreamforcesession

‘HowSalesforceUsesDataCloudtoBoost

AdvertisingROI’unveiledapioneering

solutionthatintegratesSalesforceData360,Agentforce360,anddentsu’sMerkuryidentityplatformtodeliverreal-timepersonalization,intelligentorchestration,andmeasurable

ROIacrosstheentirecustomerjourney.

Thesessionspotlightedthreetransformativeusecases:

LeadValuationinRealTime

Bycombiningdentsu’sidentityresolution

platformMerkurywithSalesforce’sData

CloudandAgentforce,Salesforcecan

nowinstantlyidentifyanonymoussite

visitors,enrichtheirprofiles,andassess

conversionpropensitywithinmilliseconds.Thisenablesimmediateprioritizationandpersonalizedengagement,accelerating

pipelinecreationandimprovingmediaROI.

SeamlessMarketing&SalesOrchestration

Thesolutionbridgesthelong-standinggapbetweenmarketingandsales.Agentforce

dynamicallysurfacesenrichedinsights—

suchasaccount-levelbuyingsignalsand

CRMcontext—empoweringsalesteamswithactionableintelligenceandenablingAI-

drivennext-bestactionsacrosstouchpoints.

Closed-LoopOptimizationatScale

Post-conversiondataisfedbackintoSalesforcetorefinepredictivemodelsandoptimize

mediatargeting.Withdentsu’sexpansive

mediaactivationcapabilities,thisapproachextendsreachacrossallchannels—digital,TV,audio,andmore—ensuringconsistent,

efficient,andscalablecustomeracquisition.

Thiscollaborationmarksasignificant

steptowardrealizingatrueMarketing

OperatingSystem—onethatautonomously

orchestratespersonalizedexperiencesacrossthefunnel.Salesforceanddentsuarenot

onlysolvingtheirownchallengesbutalsosettinganewstandardforunified,data-

drivenmarketingandsalesexcellence.

WATCHSESSION

THEME02

THERISEOFTHEAGENTICENTERPRISE11dentsu

DREAMFORCEREWIND2025

MAXIMIZINGCUSTOMERLIFETIMEVALUE

THROUGHENTERPRISEORCHESTRATION

Thesession‘LoyaltyandRevenueGrowth:

TheAgenticEdge’exploredhowfinancial

institutionsareleveragingtheAgentforce

platformtocreateaconnectedenterprise

acrossMarketingCloud,SalesCloud,

andServiceCloud,redefiningcustomer

engagementinaneradominatedbyAIand

real-timedata.Thesessionhighlightedhow

industryleadersarecollapsingthetraditional

marketingandsalesfunnelbyup-levellingtheirdatafoundationsandusingAItodesignbetterorchestrationacrosscampaignactivities.

Attheheartofthistransformationisthe

AgenticEnterprise—amodelwhereAIagentsandhumanteamscollaborateseamlesslytounifycustomerdataacrosstouchpoints.Thesessionemphasizedtheimportanceofreal-

timedataactivation,allowingmarketerstodelivercontextuallyrelevantmessagesat

therightmoment.Thiscapability,combinedwithAI-driveninsights,empowersteams

toanticipatecustomerneeds,automateroutinetasks,andfocusonhigh-value

interactions—effectivelyshorteningthepathfromawarenesstoconversion.

ThesessionalsofeaturedQ&AwithPrudentialandCIBC,illustratinghowthey’veimproved

visibilityandpersonalizedcustomer

experiencesbyembeddingAIintotheirCRM

workflows.Theseexamplesunderscoretheshiftfromsiloedmarketingandsaleseffortstoa

connected,data-informedjourneythatdrives

loyaltyandrevenue.AlthoughPavanKesireddy,ChiefProductOfficeratPrudential,didnote

thatseeingROIandvaluerealizationfromAItransformationdoestakepatienceandtime.

Ultimately,thissessionreinforcedthattheindustryismovingtowardsunificationof

media,marketing,salesandservicedatapointsinoneecosystemtoeffectively

unlockagenticAIorchestrationofa

hyper-personalized,real-timecustomerexperiencestocreatecompetitive

advantageanddeliverbusinessresults.

WATCHSESSION

“

THECONVERGENCEOFADTECHANDMARTECH,

POWEREDBYAGENTICAI,WILLUNLOCKANEWERAOFMARKETING.ONE,WHEREMODERNMARKETERSDELIVERTRULYPERSONALIZED,END-TO-END

EXPERIENCESACROSSPAIDANDOWNEDCHANNELS–FINALLYBREAKINGDOWNTHEHISTORICSILOES

BETWEENMARKETINGANDSALES,ANDREDUCINGTHETIMETOCONVERTHIGHPROPENSITYLEADS.

MICHELMAYOR

SVP,GlobalSalesforcePracticeLeader

Merkle

THEME02

THERISEOFTHEAGENTICENTERPRISE12

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WHAT

BRANDSCANDO:

BuildaUnifiedDataFoundation.

Ensureyourenterprisedatafoundationfullyencompasses1stpartydata(acrossthe

brandecosystem)and3rdpartydata(e.g.

Merkury).AsPavanKesireddy,ChiefProduct

OfficeratPrudentialsaid“Youmustunlock

[unified]datatocreateaseamlessexperience…withoutdata,thereisnoAI.”Deployenterprisedatagovernancetode-fragmentdata.

CollapseSilosBetweenMediaandCRM.

Bothfromanorganizationalandtechnologicalstandpoint,asthisisthebestwayofensuring

thatperformanceinsightsareflowingfromonesidetotheother.Planincustomerjourneys

andmakedecisionsbasedoncustomer

experienceoptimization:whereinthejourneyarespecificadsprovingtobemoreeffective?

OperationalizeAgenticAIforOrchestration.

Movebeyondstaticsegmentationanddeploy

AI-drivenorchestrationthatdynamically

determinesthenextbestaction.DesignaroundpilotAIusecasesrootedindrivingbusiness

growthandscaleAIpilotsuccessesatan

enterpriselevelwithmulti-agentorchestration.

ClosetheLoopforContinuousOptimization.

Implementclosed-loopmeasurementthat

feedsconversiondatabackintopredictive

models.Usethistorefinetargeting,messaging,andchannelmixcontinuously,driving

efficiencyandacceleratingpipelinegrowth.

THERISEOFTHEAGENTICENTERPRISE13dentsu

DREAMFORCEREWIND2025

THEME03

B2B

TRANSFORMATION:

RETHINKING

ORDER-TO-

CASHTOCREATESEAMLESS

BUYER/SELLERINTERACTIONS

Dreamforcewasapowerful

experienceforB2Bbrandsin

particular,becauseitshowcased

whatispossibleforthosethat

prioritizeworld-class,seamless

experienceforeverypartofthe

order-to-cashprocess.Thesebrandsarewell-versedinthecomplexitiesofrunninganenterprise,andboth

theircustomersandsuppliershavefeltthepainsoflegacytechnologyanddisconnectedsystems.

TheannouncementsmadeatDreamforce

reinforcedthatB2BBrandsmustinnovate,

orelseriskgettingleftbehindbytheir

contemporaries.Forinstance,intheCommerceCloudarea,Salesforceannouncedarecent

partnershipwithOpenAIthatwillallow

consumerstouseChatGPTtonotonlydiscoverandconsiderproductsbutalsogothrougha

buyingflow.Theannouncementalsoimpacts

messagingplatformSlack,whichwillalso

enableOpenAIintegration,allowingB2B

brandsandlargeenterprisestosupercharge

theirworkforces’abilitytouseAIatscaleto

gainmarketinsights,summarizeconversations,andsourceinfofrominternaldatabases.

WiththeriseofAIagentstakingovermore

tasksandstreamliningmanualprocesses,

emails,spreadsheets,andalltheusual‘churn’

activitiesassociatedwithB2Bsalesandservice,it’simperativethatB2Bbrandsinnovatein

ordertoturnservicecentersfromcostcentersintorevenuegenerators.TheintroductionandintegrationofB2BCommerceandAgentforceRevenueCloudon‘core’SalesandService

Cloudcanfinallytrulyeliminateallthe

manualprocessesinvolved,andleverageAI

andhumanstogenerateincrementalrevenue.

TheseenhancementsannouncedbySalesforcearen’tfuturistic,art-of-the-possiblescenariosinanot-so-distantfuture...theyareindicatorsof

wherewearetodayandhowB2Borganizationscangrowandscaletheirenterprise.

THEME03

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DREAMFORCEREWIND2025

APOST-PURCHASEGROWTHENGINE

Intoday’scommercelandscape,post-purchaseinteractionshavebecomeoneofthemost

powerfulleversforbothrevenuegrowthand

costreduction.Theabilitytoserviceorders

efficiently,proactively,andintelligently—fromthemomentacustomerclicks‘Buy’tofinal

deliveryandbeyond—candramaticallyimpactprofitabilityandcustomerlifetimevalue.The

session‘BoostRevenueandCutCostswith

OrderServicingSkills’demonstratedhow

emergingagenticAIcapabilities,combinedwithSalesforceOrderManagementSystem(OMS),areempoweringbusinessestoturnroutine

orderservicingintoastrategicgrowthengine.

Orderservicinghastraditionallybeenviewedasacostcenter—areactivefunction

focusedoncorrectingmistakes,handling

returns,andmanagingcustomercomplaints.Butthelandscapehasshifted.Customers

nowexpectseamless,transparent,and

personalizedpost-purchaseexperiences.

Eachinteraction—suchasadeliveryinquiry,returnrequest,oritemreplacement—

representsanopportunitytobuildtrust,

reducechurn,andcreateupsellmoments.

Modernenterprisesarerealizingthat

servicingskill—theabilitytoanticipate

customerneedsandresolveissuesquickly—isdirectlytiedtorevenueretentionand

brandloyalty.Yet,toachievethisatscale,businessesmustmodernizetheirservice

operationswithsystemsthatunifydata,

orchestrateworkflows,andempowerbothhumananddigitalagentswithintelligence.

WithAIlayeredontopofSalesforce’salreadyrobustordermanagement

platform,businessescan:

IngestAnyOrderFormat

Usingmachinelearningandnatural

languageprocessing,AI-basedsolution

canparseemails,PDFs,Excelsheets,EDI,

andevenchat-basedorders,extractingtherelevantdata(SKUs,quantities,customerinfo)andtransformingitintoSalesforce

withorwithouttheuseofmiddleware.

Auto-MapOrderstotheRight

Products,Prices,andWorkflows

Nomoremappingattributesmanually.

TheAImodelcanlearnaB2Bcustomer’s

catalogstructureandorderbehavior,

automaticallymappingvagueorinconsistentorderlineitemstothecorrectSalesforce

productSKUsandpricingtiers,reducingmismatchesandmanualcleanup.

PreventErrorStates

Withintelligentvalidationandenrichment,

AIensuresordersmeetallthecriteria

SalesforceOMSexpectsbeforetheyeverhit

aB2Bcustomer’ssystem.Thatmeansfewer

exceptions,cleanerprocessing,andordersthatflowstraightthroughfromentrytofulfillment.

LearnandImproveOverTime

Unlikestaticruleengines,AIsystemslearnfrompastexceptions,operatorcorrections,andchangesinproductofferings.Over

time,thesystembecomesmoreaccurateandlessdependentonmanualoversight.

OrderServicingisn’tjustaboutsqueezingefficiency—it’saboutreimaginingserviceasastrategicasset.SalesforceOMS

providestheoperationalbackbone,andagenticcapabilitiessupplytheadaptiveintelligencetoelevateeveryinteraction.

Together,theytransformorderservicing

fromareactivenecessityintoaproactive

growthengine—onethatdelightscustomers,streamlinesoperations,anddrivesmeasurablebusinessimpactacrosstheorderlifecycle.

LEARNMORE

THEME03

THERISEOFTHEAGENTICENTERPRISE15dentsu

DREAMFORCEREWIND2025

STREAMLININGB2B

OPERATIONSTOCREATE

COMPETITIVEADVANTAGE

ImagineiftraditionallyburdensomeB2B

processes,likethemanualhandoffsand

spreadsheetsgoingfromleadtoquote,couldallbeautomated.Nospreadsheetdownloads,noemailstoSlackstoTeamsmessages.

Instead,agentstalkingtoagentsonasingle

platformwithoutdataleakage,humanerror,

andsecurityconcerns.AgentforceRevenue

Management,builtonCRMwithSales,

Service,Marketing,andCommerceagentsandusersallconnected,isaimingtomodernize

theB2Bfunne