One of the new AI features is Agentforce Grid, which Salesforce describes as a spreadsheet-like interface for chaining together CRM data, AI prompts, actions, and agents. It can be used to run bulk updates, generate insights, and test multi-turn AI conversations, enabling low-code experiments to accelerate development, the company said.
There’s also an update to Agentforce for Service: IT Service, which offers Slack integration and an employee portal along with incident detection and root-cause analysis to accelerate IT operations.
“This puts Salesforce head-on against ServiceNow in IT service management,” said Everest Group Practice Director AS Yamohiadeen. Forrester principal analyst Charlie Dai echoed that, saying, “Agentforce’s expansion into ITSM and centralized agent management directly challenges the core domain of ServiceNow.”
