Insights and strategies on the Salesforce ecosystem

Agentforce in Production: How to Monitor, Test, and Improve AI Agents

Launching an AI agent in Salesforce is not the end of the project. It is the point when the most valuable information starts to appear: how users interact with the agent, where they get stuck, which requests trigger escalation, and which workflows actually perform well in real conditions. That shift in focus was especially visible at Dreamforce 2026. Salesforce introduced capabilities aimed at operating production agents, including Agent Optimizer, Agent Health Monitoring, Custom Scorers, conversation testing, and A/B experimentation. The message is straightforward: building an agent is only part of the job; keeping it reliable and useful requires continuous observation and improvement.

AIforce: What Changes When Salesforce Works Across Any Interface

For years, working with Salesforce meant going into Salesforce. Users opened the CRM, navigated records, dashboards, objects, and workflows, and completed work inside that interface. AIforce, introduced by Salesforce at Dreamforce 2026, is designed to change that relationship. Salesforce presents AIforce as a live interface layer that brings its data, workflows, business logic, permissions, security, and governance to the places where people already work. In practice, the goal is for Salesforce context to follow the user into environments such as Claude, Slack, or Agentforce Coworker without removing the rules that govern the underlying system.

Salesforce Simplifies Editions

On September 3, 2026, Salesforce announced a full overhaul of its commercial editions, replacing the previous model with three new tiers, Core, Advanced, and Max, for Agentforce Sales, Agentforce Service, and Agentforce Industries. At first glance, it looks like a naming change. It isn't. The real news is what now comes bundled by default: Slack, Tableau Next, enterprise-grade data security, and a Premier Success Plan are included in every edition, at no extra cost. It's the clearest signal yet that Salesforce is deliberately simplifying how companies buy and adopt AI.

Claudeforce (Salesforce + Anthropic)

On August 26, 2026, Salesforce and Anthropic announced Claudeforce, an expanded strategic partnership bringing Claude's reasoning together with Salesforce's enterprise trust layer, data, workflows, business logic, and governance, to power reliable agentic action wherever work happens. In the words of Salesforce CEO Marc Benioff, the goal is to bring together "the world's #1 AI and #1 CRM" to deliver a dynamic interface that thinks, reasons, and acts. It's another step in the direction we'd already been tracking since the Fin acquisition, only this time, instead of buying an AI company outright, Salesforce chose a direct partnership with one of the field's leading labs.

Pay for what you use: what the m3ter acquisition reveals about the future of Salesforce licensing

On June 8, 2026, Salesforce signed a definitive agreement to acquire m3ter, a UK-based platform specializing in metering and consumption-based billing. At first glance, it looks like a technical announcement with little impact outside the finance department. It isn't. This acquisition is Salesforce's answer to a question already being asked in plenty of boardrooms: if AI is changing how software creates value, why are we still paying by user seat?

Agentforce: what the Fin acquisition reveals about the future of AI-powered customer service

On June 15, 2026, Salesforce announced the acquisition of Fin, formerly known as Intercom, for approximately $3.6 billion. This isn't just another deal. It's the clearest signal yet that Salesforce is betting heavily on AI-driven customer service. For business leaders, the deal value itself is secondary. What matters is understanding what actually changes: what customers will start to expect, what competitors will start to offer, and what your own Salesforce instance will be able to do in the coming months.