Are you a Salesforce or tech professional looking to know about Agentforce and what all Salesforce unveiled in recent Salesforce Event i.e. Agentforce World Tour Mumbai? If so, you're in the right place, keep reading to know more!
Introduction
The Salesforce Agentforce World Tour Mumbai 2025, held on April 15, 2025, at the Jio World Convention Center, was a major event focusing on AI innovations. It attracted industry leaders and Salesforce enthusiasts, offering over 50 sessions and 56 demos to explore Agentforce’s capabilities. The event emphasized how AI, combined with CRM, data, and trust, can transform business operations and customer engagement. Our senior management at Cymetrix, a leading Salesforce Partners in Mumbai had attended Agentforce World Tour and is back with more updates on Agentforce.
Understanding Agentforce
Agentforce is Salesforce’s AI technology designed to enable autonomous, data-driven actions for agents, leveraging the company’s Data Cloud. The slides revealed that Agentforce AI Agents uses Retrieval Augmentation Generation (RAG) to enhance prompts with relevant data, ensuring more accurate and personalized AI responses. This integration with Data Cloud, described as a “Uniscale data engine inside Salesforce,” provides a unified customer profile and real-time data activation across every touchpoint. For instance, one slide titled “Data Cloud” emphasized its role as the trusted foundation for Customer 360 and Agentforce, with examples like “Olivia Parker, Last call: 2 hrs ago” illustrating real-time customer data access.
Our Key Takeaways
The event showcased several new and enhanced features of Agentforce, aligning with its mission to transform business operations:
- Integration with Data Cloud: The event detailed how Agentforce reasons with Data Cloud through processes like “Trust Layer,” “Atlas,” “Context Refinement,” and “Intent Reasoning,” culminating in “Trusted, explainable answers.” This was corroborated by the slide “How Data Cloud works,” which outlined steps like connecting with zero copy Salesforce, harmonizing profiles with AI, and activating real-time insights and actions. Moreover, Agentforce’s ability to unify data cuts response time by 80%, improve case resolution by over 40%, and deliver a 213% ROI.
- Autonomous Actions: “Autonomous actions in the flow of work” highlighted Agentforce’s capability to trigger actions based on any data across Customer 360, with examples like “Route leads with usage data with product,” “Craft onboarding journeys using web activity,” and “Issue alerts based on order shipment.” For Agentforce-specific actions, it included “Lead prioritization,” “Case resolution,” “Campaign targeting,” and “Order support,” showcasing its potential to boost productivity without human intervention.
- Analytics in the Agentic Era: “Analytics in the Agentic Era” presented a timeline of analytics evolution, from Full Service (1980-2000) to Business Intelligence (2000-2014) to Agentic Analytics (2015 onwards), emphasizing a new paradigm for creating economic benefits from data. This was supported by terms like “Visual Analytics,” “Multi-Cloud,” and “Real-time data,” indicating Agentforce’s role in predictive and generative AI, as seen in the “Salesforce Platform Advantage” slide from the second attachment, which mentioned RAG, security with guardrails, and automation with analytics.
- Tableau Integration: Tableau Next+, built on Data Cloud, with a unified semantic layer and analytics skills for humans. “Out of the False Agent! With Tableau Semantics” showed how it delivers insights and visualizations, reducing query times by 50% and history load by 40%. This integration was highlighted as empowering agents with actionable data, aligning with the event’s focus on enhancing agent efficiency.
- Enriching Agents with Analytics Skills: “Enrich Service Agents with Analytics” and “Enrich Sales Agents with Analytics” provided specific use cases. Service agents can identify common issues, track performance, and understand CSAT, with data points like “Customer Satisfaction 2.1,” “Total Interactions 50K,” and sentiment breakdowns (40% positive, 32% neutral, 28% negative). Sales agents can prioritize opportunities, understand rep performance, and identify account whitespace, with metrics like “Estimated Amount $1,845.6M” and “Win Rate 13%.” The introduction of “Agentforce Analytics Skills” was a key announcement, empowering users and agents (sales, service, marketing) with analytics tools directly within the platform.
Event Highlights and Atmosphere
The event’s scale was impressive, with over 50 sessions and 56 demos, as noted in multiple sources (Upcoming Events, Webinars, Conferences and More | Salesforce India). The keynote by Arundhati Bhattacharya, Chairperson & CEO of Salesforce India, was a highlight, focusing on personalized, human-centric customer experiences and how Agentforce, combined with CRM + AI + Data + Trust, can deepen customer relationships and boost productivity. The event also offered networking opportunities with Salesforce experts, industry leaders, and Trailblazers, fostering collaboration and learning. TCS’s participation as a Premier Global Sponsor underscored the event’s significance, emphasizing how TCS and Salesforce help businesses accelerate digital transformation with AI and GenAI.
What’s New with Agentforce?
The event revealed several innovations in Agentforce, enhancing its capabilities:
- Customizable AI Agents: Attendees learned how to build and deploy customized AI agents tailored to specific business needs, as mentioned in event descriptions (Agentforce World Tour Mumbai 2025). This flexibility allows companies to create agents for tasks ranging from routine automation to personalized customer support.
- Advanced Data Governance: The slides highlighted enhanced data governance features, including defining policies, resolving customer identities, and enforcing rules through RAG, ensuring secure and compliant AI actions. This was evident in the “How Data Cloud works” slide, mentioning “Govern data & AI anywhere.”
- Seamless Integration with Salesforce Ecosystem: Agentforce’s integration with Data Cloud and Tableau was a major focus, demonstrating how it can unify data from across the Salesforce ecosystem. The “Unified Metadata Framework” slide showed logos for AWS, Azure, Google Cloud, and Salesforce, indicating broad platform compatibility.
Comparative Analysis and Implications
Agentforce is positioning itself as a leader in the AI-driven customer engagement space, with a focus on autonomy, analytics, and integration. Compared to previous Salesforce events, like World Tour Essentials Mumbai 2024 (World Tour Essentials Mumbai 2024 | Salesforce India), the 2025 event shifted the spotlight to Agentforce, emphasizing its role in the Agentic Era. The emphasis on reducing query times, improving case resolution, and delivering high ROI aligns with industry trends towards AI automation and data-driven decision-making, potentially setting a benchmark for competitors.
Conclusion
The Salesforce Agentforce World Tour Mumbai 2025 was a pivotal event that showcased the transformative potential of Agentforce in business. Its integration with Data Cloud, autonomous actions, and analytics capabilities position it as a game-changer for enhancing customer engagement and operational efficiency. With new features like Agentforce Analytics Skills and customizable AI agents, Salesforce is enabling businesses to navigate the new era of AI, combining CRM, data, and trust to drive unparalleled customer success. As businesses look to stay competitive, Agentforce offers a robust platform to enhance productivity, improve customer satisfaction, and unlock new growth opportunities.
