Salesforce Experts

01. Chris Gardner, 32x Salesforce Certified

02. Christine Priester, 5x Salesforce Certified & Salesforce MVP

03. Cyril Louis, 23x Salesforce Certified, Salesforce MVP & Platform Champion

04. Daryl Moon, 8x Salesforce Certified

05. Jyothsna Bitra, 25x Salesforce Certified & Salesforce MVP

06. Mauricio Alexandre Silva, 22x Salesforce Certified & Salesforce MVP

07. Megan Tuano, 7x Salesforce Certified

08. Om Prakash, 16x Salesforce Certified & Salesforce MVP

09. Skye Tyler, 15x Salesforce Certified & Salesforce MVP

10. Vanessa Grant, 12x Salesforce Certified

11. Yumi Ibrahimzade, 37x Salesforce Certified & Salesforce MVP

32x Salesforce Certified

Agentforce bridges the gap between where users live (Salesforce) and powerful AI technologies. Getting the most out of any AI tool hinges on how well you provide grounding data, context around people and tone, and clear instructions on expected outcomes. Building a custom agent allows an administrator to tailor the LLM’s behavior to ensure it provides the most accurate and tonally correct responses. While users get to reap the direct benefits of enhanced tooling directly in the Salesforce UI.

Salesforce customers are implementing a variety of use cases, mostly in two categories. First, support agents to enhance their customers’ experiences; second, are productivity agents that simplify employee’s daily tasks. The most effective implementations focus first on clean, concise, and clear data. An AI response can only be as effective as the grounding data it is fed. That may mean bringing in other systems and/or data archiving and cleansing projects.

Salesforce MVP

5x Salesforce Certified

As a Salesforce Consultant, Admin, and MVP with five years of experience, I am deeply passionate about leveraging technology to empower businesses, and Agentforce represents an exciting frontier in this journey. What excites me most about Agentforce is its ability to redefine how agents connect, collaborate, and drive results using innovative Salesforce solutions. The opportunity to deliver tailored, data-driven insights that enhance productivity, streamline workflows, and foster meaningful client relationships is incredibly inspiring. Agentforce’s focus on creating seamless, connected experiences aligns perfectly with my passion for optimizing user adoption and unlocking the full potential of Salesforce tools to transform the way businesses operate.

Agentforce has the potential to drive transformative use cases by enabling agents to leverage cutting-edge Salesforce solutions to enhance efficiency, deepen customer engagement, and achieve better outcomes. In the next year, its ability to seamlessly integrate AI-driven insights with existing Salesforce capabilities could empower agents to personalize client interactions at scale, forecast trends with greater accuracy, and automate repetitive tasks, freeing up time for high-value activities. Additionally, by fostering collaboration through real-time data sharing and connected experiences, Agentforce could streamline workflows and decision-making processes, ultimately helping organizations achieve measurable results faster and more effectively.

Salesforce MVP & Platform Champion

23x Salesforce Certified

I would see 3 main exciting points. First, it’s the ability for Salesforce to deliver something that works! We were familiar with big announcements that were, in the end, not available for months or years after their release (aka Safe Harbor, aka forward-looking statement…). But here–the features, the use cases, the engine, the out-of-the-box agents–it’s here!

The second exciting point is the rapidity of the innovation of AI, in the market in general, and in Salesforce especially. We spent several years in Predictive AI, a couple of years in Generative AI, and already we’re onto Autonomous Agents. Imagine what technology will be able to bring in a few months from now!

And last but not least, I’m excited about the “scalability by design”! Of course, your agents can handle a pic of requests and solicitations, leveraging cloud scalability at its best. But it’s also the capacity to scale your use cases and to support future usages without having to rebuild your current agents.

Imagine a learning curve and an iterative approach for your agent: you start by enabling your agents to access information through seamless integration across your Salesforce landscape, making them more relevant and responsive.

And in a later stage, you could even give your agents more capabilities, via external calls. Your agents could then easily perform actions within your Salesforce instance, but also in external systems like ERP, POS, Supply Chain, etc…if you have the correct API. 😉

When Salesforce brought Copilot to the platform, it was much more like an assistant, to draft and initiate a piece of work, in order to increase the productivity of your internal team.

With Agentforce, the agents can now perform a set of actions in full autonomy, not just a simple unique operation. Thus, Agentforce allows businesses to decrease the resolution time, increase customer satisfaction, and go-to-scale operations without requiring proportional increases in headcount, making them cost-efficient and highly adaptable.

But for now, Agentforce only uses text as a live conversational channel. And I foresee that within next year, Agentforce will offer live voice as an additional channel, and this will drive the most transformative and innovative use cases! Imagine now, an Agent, available 24/7, actionable at scale, and able to interact over voice in a live discussion, in any language: it could be a game changer in conversational commerce, or customer service use cases!

8x Salesforce Certified

The ability to provide technical support 24/7 without tying up skilled engineers for simple or time-consuming cases makes me excited about Agentforce. A large proportion of technical support issues require relatively low-level skills to resolve but often consume the scarce time of skilled engineers.

If these cases can be deflected to Agentforce agents then the engineers can concentrate on the more complex cases and prevent them from exceeding SLA’s, incurring financial penalties, and delaying other cases from being resolved.

Being available 24/7 provides 168 hours per week when customers can have their cases resolved by Agentforce vs 40 hours per week for an in-person support engineer. This is a 400% increase in availability!

25x Salesforce Certified

Salesforce MVP

What excites me the most is how Agentforce integrates AI, Data Cloud, and automation to create autonomous, context-aware AI agents. These agents can dynamically engage leads, personalize marketing campaigns, and optimize customer journeys. It represents a major leap forward in AI-driven marketing, sales, and customer engagement. The ability to automate complex customer interactions while ensuring hyper-personalization at scale is a game-changer.

Within the next year, Agentforce could drive some of the most transformative AI use cases by automating customer engagement across marketing, sales, and service. Einstein-powered AI can optimize email marketing and predict customer intent based on real-time behavior. Metadata-driven AI ensures that marketing insights are grounded in real business data, leading to smarter automation. This means marketers can spend less time on manual tasks and more time focusing on strategy, creative execution, and customer engagement.

22x Salesforce Certified

Salesforce MVP

Agentforce’s capabilities, once implemented, remove gaps and the extra work needed to perform daily tasks, allowing users to be more productive and take better care of more valuable requests and duties.

A lot of use cases are being shared, and every single day, more examples emerge, guiding us toward a transformative way of working by adding more productivity and access to new resources.

7x Salesforce Certified

I’m incredibly excited about Salesforce’s Agentforce because it represents a step forward in creating customer experiences and empowering agents to perform at their best. As someone who worked in a call center, I see how valuable Agentforce can be. By providing advanced tools for case management, real-time insights, and streamlined workflows, Agentforce allows teams to solve issues faster and more efficiently but most importantly focus on building their pipelines or helping customers–they can be totally focused and just streamline work! That’s a huge win.

And as tech consultants implementing Agentforce, it also opens up opportunities to learn more about our customers, we can optimize these features to drive measurable impact for businesses. From configuring automation and customizing dashboards to designing scalable service solutions, Agentforce allows us to deepen our expertise while delivering tangible value to clients.

I’d like to add, personally, that my team is one of the first in the government agencies to implement Agentforce, not only is this exciting but a huge step forward for the public sector! There’s so much to come not only from Agentforce but AI in general and it’s great to see the different markets start moving forward with it.

16x Salesforce Certified

Salesforce MVP

What excites me most about Agentforce is its potential to redefine how businesses approach customer engagement and operational efficiency. With AI-driven agents seamlessly integrating into Salesforce’s ecosystem, Agentforce offers the ability to handle complex tasks like resolving cases, qualifying leads, and automating business processes.

What’s also inspiring is Salesforce’s investment in making AI learning free for all and providing free AI Associate and AI Specialist certifications. This commitment enables Trailblazers to adopt AI more effectively and empowers them to build intelligent agents with confidence, making the technology accessible to everyone.

Over the next year, I believe Agentforce will transform industries by enabling personalized, proactive customer interactions at scale. For example, in customer service, these agents can resolve issues autonomously across multiple channels, ensuring 24/7 support and enhancing customer satisfaction. In sales, they can streamline lead management and provide actionable insights, allowing teams to focus on building stronger relationships. By bridging the gap between AI and human collaboration, Agentforce is setting a new standard for intelligent automation.

15x Salesforce Certified

Salesforce MVP

Running an AI initiative is just like any other technical project. The bulk of the work happens in the preparation phase, so the effort you invest here determines the overall success. Launching the project is often the most visible phase, but just as critical to success is the ongoing monitoring and maintenance. With these things in mind, taking the time to define your data and AI governance structures and communication plans will set you up for both initial and ongoing success.

It’s also worth noting that every age of new technical innovation starts with a phase of lofty aspirations and hype. Yet there is rarely a case where the new fancy thing completely lives up to the fantastic promises. AI will likely be the same. That doesn’t mean you shouldn’t adopt it. But instead of hoping for a miracle cure-all, use the buzz and excitement around AI to create real improvements in the core foundations of your organization: data, user engagement, and processes. Then layer AI on top of those successes with confidence, trust, and transparency.

12x Salesforce Certified

I’ll say it over and over… the foundation of any successful Salesforce project is business analysis. Sadly, too many projects have historically cut corners on it, often to their own detriment. Where business analysis is often dismissed as optional, Agentforce projects make it impossible to ignore. You simply can’t implement Agentforce well without solid business analysis and the consequences of putting out a terrible agent can be really high. That shift—where process documentation becomes non-negotiable—is something I’ve championed my entire career, and I’d love to get on an Agentforce project this year if I can.

As a Salesforce professional, I’m less focused on “how many customer service people can we replace with agents” and more interested in “how can we deliver Salesforce projects better?” Projects don’t end at go-live—there should be change management and a continuous feedback loop. I’m wondering if Agentforce is a way we might address this.

If people don’t use what you’ve built or don’t know how to, was there really any point in releasing it? Change management matters, yet it’s one of those corners that also always seem to get cut on Salesforce projects. I’d love to see a change management agent—one that supports users on what was released, answers their questions, and keeps hypercare teams from being overwhelmed post-go-live.

Maybe that same agent could also gather feedback on deliverables, capture backlog requests, and help the Salesforce team identify where users are getting stuck. I’d love to see agents help bridge that gap between stakeholders and implementation teams.

37x Salesforce Certified

Salesforce MVP

Agentforce is Salesforce’s powerful AI platform that helps businesses work smarter by automating tasks in customer service, sales, and marketing. It connects easily with Salesforce data, enabling companies to use intelligent agents to answer questions, simplify processes, and save time. Early adopters have already reported significant improvements. It’s also easy to configure, which allows businesses to quickly set it up according to their specific needs.

In 2025, I expect more businesses to start using Agentforce to increase customer satisfaction and cut labor costs. It’s a revolutionary product that many companies don’t yet realize they need. As more organizations implement Agentforce, I believe we’ll hear plenty of success stories about its impact.