Marc Benioff's Key Announcements That Will Change CRM in 2025 | Dreamforce 2024

Dreamforce 2024 opened with Marc Benioff unveiling Salesforce’s biggest AI breakthrough yet: Agentforce. In this main keynote, you’ll see how AI agents are redefining the future of business, not by replacing humans, but by working alongside them to deliver customer success at scale. Benioff highlights Salesforce’s values of trust, innovation, and equality, and explains why agents represent the “third wave of AI”, moving beyond copilots to autonomous action. You’ll hear customer success stories from brands like Wiley, OpenTable, Fossil, Disney, and Saks Fifth Avenue, where AI agents are already resolving service cases, personalizing experiences, and driving efficiency. Clara Shih, Salesforce’s AI CEO, demonstrates the five components of an agent: role, data, actions, channels, and trust. You’ll also see Agent Builder in action, showing how admins can create and scale agents across channels in minutes. Introducing Agentforce: Salesforce’s trusted, data-driven AI platform built to transform CRM and your enterprise. Learn more about Agentforce: http://agentforce.com For the full Dreamforce 2024 Digital Experience, Visit Salesforce+: https://www.salesforce.com/plus Learn more about Dreamforce: https://www.salesforce.com/dreamforce/ #Salesforce #Dreamforce #SalesforceAI #Agentforce Subscribe to Salesforce’s YouTube Channel: http://bit.ly/SalesforceSubscribe Chapters: 0:00 Introduction from Mathew McConaughey 2:21 Welcome to Dreamforce 2024 with Marc Benioff 3:35 Thank you 5:27 Dreamforce 2024 agenda 6:30 Business is the greatest platform for change 9:18 Salesforce pioneered Enterprise AI 12:50 The third wave of AI is Agents 19:59 Introducing Salesforce Agentforce 25:00 How customers will use Agentforce 32:28 The Agentforce Vision 38:02 What are Agents with Clara Shih 45:25 Agentforce is now inside every Salesforce app 46:54 How Saks uses Agentforce 50:14 Live Agentforce demo with Saks 1:09:05 The Saleforce Platform is Customer 360 + Data + Analytics + Agents 1:12:28 How Data Cloud works 1:15:55 Data Cloud Demo with Saks 1:21:18 Salesforce product updates 1:28:28 Agentforce Visionary Demos with Saks 1:37:37 Closing Learn more about Salesforce: https://www.salesforce.com Facebook:   / salesforce   Twitter:   / salesforce   Instagram:   / salesforce   LinkedIn:   / salesforce   About Salesforce: Salesforce is the #1 AI CRM, helping companies connect with customers in a whole new way. Our product portfolio, Einstein 1, brings #1 CRM apps together with trusted AI and data on one integrated platform so companies can grow relationships, productivity, and their bottom line – all at the same time in our new era of artificial intelligence. Salesforce is proud to be the market leader, but we’re even more proud to lead in philanthropy, innovation and culture. Guided by core values of trust, customer success, innovation, equality and sustainability, Salesforce is more than a business — we’re a platform for change.