Salesforce Agentforce: The Limitless Workforce

In early 2025, Salesforce was a global leader in cloud-based enterprise software, best known for pioneering customer relationship management (CRM) delivered as a service. Over the past two decades, the company had expanded into marketing, customer service, analytics, and collaboration tools. In September 2024, Salesforce launched Agentforce, a suite of autonomous AI agents designed to transform how businesses operate by taking on tasks traditionally performed by humans. With a mission to deploy one billion AI agents by the end of 2025, Agentforce represented a leap into the digital labor market-challenging conventional boundaries between software and workforce and redefining how enterprises think about productivity and automation. Through a detailed look at Agentforce's internal rollout, early customer deployments, and evolving pricing and governance strategies, the case provides a lens into the opportunities and dilemmas posed by agentic AI. From workforce disruption and customer trust to business model innovation and ethical oversight, the Salesforce story raises critical questions for executives: What happens when software performs labor? How should companies adapt their structures, sales models, and leadership practices? And what role will humans play in a future of intelligent digital collaborators?

Operations and supply chain management;Strategy

Case

Geographic Setting: United States
Industry Setting: Information technology industry

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Nombre de pages : 30