Salesforce, a customer relationship management (CRM) platform, announced the launch of its Agentforce Partner Network on September 17, 2024. This global ecosystem brings together top partners, including Amazon Web Services (AWS), Google Cloud, IBM, and Workday, to enhance the capabilities of its AI-driven Agentforce platform.
Recently, Fintech giant Klarna CEO Sebastian Siemiatkowski announced that the company will end its service provider relationships with Salesforce and Workday as part of a major internal overhaul driven by AI initiatives.
The new network will give businesses access to a wide array of third-party agent actions and pre-built agent templates, automating complex tasks across various systems.
Agentforce is a platform that enables companies to deploy AI agents to complete intricate tasks by integrating actions across Salesforce and various third-party systems. The newly launched partner network expands the platform’s scope by allowing these agents to interface seamlessly with external systems, enabling users to accomplish more in less time.
“Agentforce represents a monumental shift in the industry, enabling humans with AI to redefine how businesses achieve customer success,” said Brian Millham, president and chief operating officer at Salesforce.
Customers can now access a catalog of trusted third-party extensions from Salesforce’s AppExchange, the company’s marketplace for applications and integrations. These extensions will enable users to customize out-of-the-box agents or build new ones with industry-specific or specialised skills.
Partner Contributions and Ecosystem Expansion
Partners such as AWS, Google Cloud, IBM, and Workday are building agent actions that help Salesforce’s AI agents interact with third-party applications and systems. This expansion includes the creation of pre-built agent templates that cater to specialised industries and line-of-business use cases.
For example, agent actions built by partners will allow businesses to integrate AI agents with external systems to handle tasks like document processing, regulatory compliance, and workflow automation. These actions, available through Salesforce’s AppExchange, will let customers deploy these capabilities with minimal setup, offering a quick and scalable approach to implementing AI-driven solutions.
The network also features agent templates that bring together sets of actions for specific tasks or industries. These templates can be deployed directly from AppExchange and customised without coding, providing a seamless user experience. These out-of-the-box agents come pre-configured to meet industry-specific needs, allowing businesses to streamline operations without building agents from scratch.
Role of System Integrators
Salesforce has partnered with global system integrators (SIs) like Accenture, Deloitte Digital, Capgemini, IBM Consulting, PwC, and Slalom to support customers in deploying Agentforce. These integrators will help businesses implement AI-driven automation across their systems, leveraging their deep expertise in Salesforce technology and the third-party platforms integrated into the network.
System integrators will play a crucial role in delivering advanced AI capabilities to enterprises, helping them accelerate their adoption of Agentforce. By working closely with customers, these integrators will develop and deploy specialized AI agents that automate tasks and optimize processes, improving productivity and efficiency. According to Salesforce, businesses that partner with system integrators see faster adoption rates and better ROI for their AI implementations.
Strategic Importance of the Agentforce Partner Network
Partner-built agent actions and templates will simplify processes such as customer service inquiries, sales lead qualification, and marketing optimisation. For instance, pre-built agents from Workday can be used to manage employee services like onboarding, while IBM’s templates will support businesses in regulated industries, offering a compliant and secure approach to tasks like loan approvals and regulatory documentation.
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