Category: Uncategorized

What you’ll find in this blog:

• Prepare your organisation for 2026 with a practical Salesforce optimisation guide focused on efficiency and future readiness.
• Learn how to clean up your org, reduce technical debt and strengthen data quality and governance.
• Get your team ready for Agentforce with clear steps to prepare processes, permissions and structure for AI driven work.
• Maximise the Outlook Integration, Salesforce Inbox and Einstein Activity Capture trio to improve productivity and activity tracking.
• Discover the most valuable Winter ’26 enhancements admins should enable before year end.
• Align your Salesforce roadmap with your 2026 business goals to support growth, automation and better customer experiences.

As 2025 draws to a close, many organisations are planning their priorities for the year ahead. With the rise of the Agentic Enterprise, ongoing enhancements to Data Cloud and significant improvements across the Salesforce platform, 2026 is shaping up to be a year defined by automation, data quality and smarter user experiences.

To help you prepare, we have created a practical Salesforce readiness guide. Whether you are an admin, manager or business leader, this prep kit outlines the essential steps to ensure your organisation starts 2026 with a clean, efficient and future ready Salesforce environment.

1. Clean Up Your Org Before the New Year

A smooth 2026 starts with a tidy system. Technical debt slows down innovation and makes automation more difficult, so year end is the perfect time to reset your org.

Recommended clean up tasks:

• Deactivate unused automations
  Review Process Builders, legacy workflow rules and outdated Flows. Remove or merge anything that is no longer used.
• Archive old reports and dashboards
  Archive or delete anything that is no longer relevant to remove clutter and improve usability.
• Review page layouts and screen flows
  Ensure your users only see the fields and components they need. Remove redundant sections and simplify complex screens.
• Check your integration logs
  Look for repeated failures, outdated connectors and integrations that are no longer used.

A lighter, clearer org is easier to support and better prepared for new AI driven features.

2. Assess Your Data Quality and Governance

2026 will be a year where AI becomes increasingly embedded in Salesforce processes. That means one thing above all: your data must be accurate, structured and trustworthy.

Key steps for strengthening data quality:

• Review duplicate rules and matching criteria
• Fill gaps in critical fields such as Industry, Lead Source and Account Type
• Remove inactive records or mark them as archived
• Implement validation rules that prevent low quality data entry
• Revisit your Data Dictionary and ensure fields have clearly defined purposes

If you are planning to adopt more automation or Data Cloud capabilities, a data quality check is essential.

3. Prepare for Agentforce and the Agentic Enterprise

Salesforce is transitioning from an assistive AI model to an agentic one. In 2026, AI will not only recommend actions but also take actions independently within defined guardrails.

To prepare your org:

• Map out processes that are consistent, rules based and repeatable
• Document approval chains and escalation pathways
• Ensure data is structured so agents can read, interpret and act on it
• Review permissions and sharing rules to ensure proper access for automated actions

Teams that prepare now will be able to adopt agentic capabilities quickly and safely once they become available.

4. Maximise Outlook, Inbox and Einstein Activity Capture

Many organisations still lose valuable insight because emails and meetings are not consistently logged. With these three tools, that problem disappears.

What each tool offers:

• Outlook Integration
  View Salesforce records directly inside Outlook and sync emails manually.
• Salesforce Inbox
  Includes email templates, availability sharing and suggested follow ups.
• Einstein Activity Capture (EAC)
  Automatically logs emails and calendar events between Salesforce and Outlook or Google Workspace.

Why they matter in 2026:

• Better visibility for pipeline management
• More complete activity history on Accounts and Opportunities
• Less admin time spent on manual entry
• More accurate analytics for forecasting and performance

5. Review Winter ’26 Enhancements and Enable Key Features

Winter ’26 introduced several improvements that are worth enabling before the new year.

Highlights include:

• Improved Flow debugging for both Screen Flows and Record Triggered Flows
• Multi column sorting in List Views
• Expanded Reactive Components in Flow
• Faster identity resolution in Data Cloud
• More powerful Slack Workflow Builder features, including AI driven logic

Many of these updates reduce friction for users and simplify build work for admins.

6. Refresh Training and Upskill Your Users

A well designed system only delivers value if users understand how to make the most of it. Year end is a great time to refresh training and improve user confidence.

Suggested training activities:

• Run refresher sessions on core objects and processes
• Provide updated training materials following any layout or automation changes
• Host short lunch and learn sessions on productivity tools
• Train managers to interpret dashboards and pipeline trends more effectively

Well trained users increase adoption, reduce support tickets and make your Salesforce investment more valuable.

7. Align Salesforce Enhancements with Your 2026 Business Goals

Review next year’s company strategy and ensure Salesforce is aligned with it. Salesforce should support your plans, not react to them months later.

Consider:

• Expansion into new markets
• Improving forecasting accuracy
• Increasing customer retention or NPS
• Expected case volume changes or automation needs

Use your 2026 goals to shape your CRM roadmap and ensure the platform becomes a driver of business growth.

Final Thoughts

2026 will be a year defined by readiness, automation and data quality. By cleaning up your org, strengthening your data, preparing for agentic capabilities and upskilling your users, you will put your organisation in a strong position for the year ahead.

If you would like support reviewing your org or planning your 2026 roadmap, our team is ready to help. Just fill out the form below and one of the team will be in touch!

Find Out More

If you would like support reviewing your org or planning your 2026 roadmap, our team is ready to help.

The power of small changes

As the year draws to a close, many teams start thinking about big transformation projects for the next financial year – new tools, new integrations, major upgrades.

But what if the biggest improvements don’t come from sweeping change? What if a handful of targeted tweaks inside Salesforce could help your team finish stronger, faster, and more efficiently?

At Xenogenix, we see it all the time: small adjustments that deliver measurable results. With Salesforce, incremental optimisation is often the key to unlocking new levels of productivity – without the disruption or cost of a large-scale project.

Here are five high-impact, low-effort Salesforce wins you can put in place before year-end.

1️⃣ Automate lead routing and follow-ups

Manual lead management slows sales momentum and creates inconsistent experiences. Automating lead routing ensures new opportunities go directly to the right reps based on territory, product, or lead score – no delays, no missed chances.

For example, Salesforce Flow or Einstein Activity Capture can automatically assign leads, trigger follow-up tasks, and send personalised thank-you emails.

👉 Quick win: Set up or review lead assignment rules to ensure new leads are distributed within minutes, not hours.

The result: Faster response times and more evenly balanced pipelines.

2️⃣ Clean up duplicate and outdated records

Duplicate data doesn’t just look messy — it damages your reporting accuracy and your customer experience. A cluttered database can slow Salesforce down, confuse teams, and waste time.

Use Salesforce’s built-in Duplicate Management, or apps like DemandTools or Cloudingo, to identify and merge redundant records. While you’re at it, remove outdated contacts or inactive accounts that no longer add value.

👉 Quick win: Run a monthly duplicate check and automate merge approvals where possible.

The result: Cleaner data, clearer reporting, and fewer headaches for your team.

3️⃣ Simplify opportunity stages and naming conventions

Over time, opportunity stages often multiply and naming conventions become inconsistent – especially in growing sales teams. Too many stages or unclear definitions can make forecasting and pipeline reviews unnecessarily complicated.

Start by reviewing your opportunity stage definitions and mapping them to your actual sales process. Then simplify where possible – keep stages meaningful and intuitive.

👉 Quick win: Audit your opportunity stages; remove or consolidate rarely used ones and align naming conventions across teams.

The result: Easier reporting, faster onboarding, and improved forecast accuracy.

4️⃣ Review inactive accounts and opportunities

An inflated pipeline full of dormant deals can distort forecasts and consume valuable follow-up time. By identifying inactive or stagnant opportunities, your team can focus on what’s real – and re-engage cold accounts strategically.

Salesforce reports can highlight opportunities with no activity for 30/60/90 days, or you can automate this using simple triggers and notifications.

👉 Quick win: Create a dashboard showing all opportunities with no activity in the last 60 days and task owners to review or close them.

The result: A more accurate forecast and better prioritisation for your sales team.

5️⃣ Create dashboards for proactive forecasting

Real-time visibility changes how teams make decisions. By building simple, actionable dashboards, you empower managers and reps alike to spot risks early and act fast.

Whether it’s tracking open opportunities, activity levels, or pipeline coverage, Salesforce dashboards can give teams the clarity they need to stay focused.

👉 Quick win: Build a “Next 30 Days” dashboard showing open opportunities, pipeline coverage, and deal velocity.

The result: Better decision-making and accountability across sales, service, and leadership.

Bonus: Celebrate and communicate the wins

Small improvements deserve recognition. Sharing quick-win results helps build momentum and reinforce a culture of continuous improvement.

If automating lead assignment saves your team 10 hours a week, or cleaning up data improves forecast accuracy, celebrate it – and make sure everyone knows what worked.

These incremental wins create long-term impact by strengthening adoption, confidence, and collaboration across your Salesforce environment.

Putting it all together

You don’t need a huge budget or a six-month project plan to improve Salesforce performance. The most successful organisations focus on consistency and clarity – refining the basics, automating what matters, and making decisions with reliable data.

By tackling just a few of these quick wins before the end of the year, you’ll set the stage for a more productive, insightful, and successful 2025.

🔗 Next step: Download your Executive Guide

For more insights on maximising Salesforce in 2025 – including AI, integration, and governance strategies – download our free resource below.

The Era of Intelligent CRM Is Here 

AI has moved from being a buzzword to becoming a cornerstone of enterprise strategy. Salesforce’s evolution—powered by Einstein, Data Cloud, and automated workflows—means that businesses can now make faster, smarter, and more predictive decisions than ever before. 

For executives, the challenge isn’t whether to embrace AI and automation, but how to do it strategically—to achieve ROI, scalability, and competitive differentiation without overcomplicating operations. 

AI’s Growing Role in Salesforce Strategy 

AI in Salesforce is not about replacing people—it’s about augmenting teams with intelligence. Einstein GPT, predictive analytics, and automated insights now touch every Salesforce cloud, from forecasting and lead management to case routing and personalised marketing. 

Here’s where executives are seeing measurable impact: 

• Sales Efficiency: Predictive lead scoring helps sales teams prioritise the right opportunities, improving conversion rates by up to 25%. 

• Customer Service: Einstein bots and case classification reduce resolution times while keeping human agents focused on high-value interactions. 

• Marketing Precision: AI-driven segmentation ensures every campaign hits the right audience at the right time, improving engagement and ROI. 

“AI doesn’t just make your data smarter—it makes your business more agile.” 

Automation: The Foundation of Scalable Growth 

Automation is no longer just an IT initiative; it’s a strategic enabler of efficiency. Within Salesforce, automation connects workflows, reduces manual work, and accelerates results across departments. 

What does that mean for you: 

• Consistency: Standardised processes that ensure data quality and compliance. 

• Speed: Faster execution with fewer bottlenecks in approvals or task routing. 

• Visibility: Real-time dashboards that reflect true performance across teams. 

“Manufacturers implementing automated lead assignment and opportunity management in Salesforce typically see administrative workloads fall by around 30–35%, with sales cycles shortening by one to two weeks.” 

AI + Automation: Better Together 

When combined, AI and automation create a multiplier effect. AI generates insight; automation acts on it instantly. The result is a self-optimising system where your Salesforce platform learns, adapts, and improves continuously. 

For example: 

AI forecasts demand. 

Automation triggers inventory updates and sales alerts. 

Leadership receives real-time dashboards without manual reporting. 

The outcome? Faster decisions, greater agility, and measurable ROI. 

Challenges Executives Must Navigate 

While the opportunities are enormous, leaders must also manage change carefully: 

• Data Quality: AI is only as smart as the data it learns from. Poor data governance can lead to inaccurate predictions and lost trust. 

• Change Management: Employees may resist automation—executive sponsorship is essential to drive adoption. 

• Ethical Oversight: Transparency and responsible AI practices must remain front and center as automation scales. 

In a podcast, Heidi Lanford (Co-Founder of NavAlytix AI) said: 

“AI adoption isn’t just about the right algorithms or infrastructure — it’s about leadership, culture, and alignment.” 

Five Actions You can Take in 2025 

• Start Small, Scale Fast: Pilot AI use cases in one Salesforce cloud, measure results, and expand strategically. 

• Focus on ROI: Track automation impact using metrics like cycle time, cost reduction, and engagement lift. 

• Prioritise Data Quality: Build a culture of accuracy and accountability—clean data means smarter AI. 

• Invest in Training: Equip teams with the skills and mindset to work alongside intelligent automation. 

• Leverage Partner Expertise: we bring proven frameworks to accelerate AI adoption safely and effectively. 

Next Steps 

As a Platinum Salesforce Partner, we help organisations design and execute AI and automation strategies that deliver measurable impact—balancing innovation with governance, and speed with sustainability. 

If your goal is to unlock the full potential of Salesforce in 2025, now is the time to act. 

• Book a complimentary consultation with our Salesforce specialists to: 

• Identify your highest-value automation opportunities 

• Assess data readiness for AI 

• Create an actionable roadmap for intelligent growth 

Transform your Salesforce platform into an intelligent growth engine. Book a consultation with us today. 

Good Data, Great Decisions 

Every Salesforce user knows the saying: “Bad data in, bad data out.” 
But in 2025, that’s not just a warning — it’s a competitive reality. 

With Salesforce now powering AI insights, predictive analytics, and automated workflows, data quality has never been more important. If your CRM is built on inconsistent or incomplete data, every downstream decision — from sales forecasting to marketing segmentation — is affected. 

That’s why data governance has become one of the most critical pillars of a successful Salesforce strategy. 

“Organisations lose an average of 12% of their revenue each year due to poor data quality.” 
— Gartner, “How to Create a Business Case for Data Quality Improvement,” 2024 

What Is Data Governance in Salesforce? 

Data governance refers to the policies, processes, and roles that ensure data in your Salesforce org is accurate, consistent, secure, and compliant. 

It’s not just about cleaning up records — it’s about establishing ongoing accountability for how data is created, updated, and used. 

In practical terms, Salesforce data governance covers: 

• Data Quality: Maintaining accuracy, completeness, and relevance. 

• Data Ownership: Assigning responsibility for specific datasets or objects. 

• Data Security & Compliance: Meeting standards like GDPR, CCPA, and ISO 27001. 

• Data Lifecycle Management: Controlling how data is retained, archived, or deleted. 

A strong governance framework ensures your teams trust the data they use every day. 

The Cost of Dirty Data 

Poor data quality has a domino effect across the business: 

• Sales teams waste time chasing dead leads or outdated opportunities. 

• Marketing teams send campaigns to incorrect or duplicate contacts. 

• Service teams struggle to resolve cases without complete customer histories. 

According to Salesforce’s own State of Data and Analytics 2024 report, 47% of CRM users say they don’t fully trust their company’s data — a clear sign that governance and data culture need to catch up with technology. 

“Without trust in data, AI insights and automation lose their impact.” 
— Salesforce Research, State of Data & Analytics 2024 

Building a Data Governance Framework That Works 

A solid Salesforce data governance program doesn’t need to be complex — it just needs to be consistent and collaborative. 

Here’s a step-by-step framework many successful organisations follow: 

1. Define Ownership 

Assign data stewards or business owners for each Salesforce object or dataset. Accountability drives quality. 

2. Establish Standards 

Create and enforce field-level validation rules, naming conventions, and duplicate management processes. 

3. Audit Regularly 

Schedule data quality reports to flag incomplete, inconsistent, or duplicate records. Use Salesforce Data Cloud or third-party tools like OwnBackup or Validity DemandTools for automation. 

4. Train and Communicate 

Ensure every user understands the “why” behind data hygiene — from sales reps entering leads to admins managing integrations. 

5. Monitor and Evolve 

Data governance isn’t a one-time project. Review your policies quarterly and adapt to new business processes or regulations. 

Tools That Help Keep Data Clean 

Salesforce offers a robust ecosystem of tools to support governance and quality management: 

• Salesforce Data Cloud: Centralises and harmonises data across systems for a single, accurate view of each customer. 

• Einstein Data Detect: Uses AI to automatically identify and correct anomalies or errors in your dataset. 

• Salesforce Shield: Enhances data security and compliance with event monitoring and encryption. 

• Duplicate Management & Validation Rules: Native Salesforce features that reduce human error and maintain consistency. 

• Partner Apps (e.g., DemandTools, Cloudingo): Automate deduplication, cleansing, and standardisation processes. 

“When you trust your data, you trust your decisions.” 
— Bret Taylor, former Co-CEO, Salesforce, at Dreamforce 2023 

Compliance: The Unsung Hero of Data Governance 

Data compliance is often treated as a checkbox exercise — but it’s far more than that. In an increasingly regulated environment, governance ensures you’re handling customer data responsibly and transparently. 

Key compliance considerations: 

• GDPR: Clear consent management and right-to-erasure processes. 

• CCPA: Transparent data sharing policies and opt-out capabilities. 

• SOC 2 & ISO 27001: Ongoing system monitoring and secure access controls. 

Failing to comply can result not only in fines but in significant reputational damage. Strong governance protects both your customers and your brand. 

Quick Wins for Better Data Today 

You don’t have to rebuild your org to make an impact. Start with small steps: 

✅ Run a duplicate report across key objects (Leads, Contacts, Accounts). 
✅ Standardise picklists for lead sources, industries, and regions. 
✅ Implement validation rules to ensure required fields are always complete. 
✅ Schedule automated data hygiene dashboards. 
✅ Review inactive records every quarter. 

Each of these actions compounds over time, creating a cleaner, more reliable Salesforce environment. 

The Payoff: Smarter, Faster, More Confident Teams 

Clean data empowers smarter automation, more accurate forecasts, and deeper customer understanding. When your teams trust their CRM, they make faster, more confident decisions — and your business grows as a result. 

“You can’t automate chaos. Data governance turns information into insight.” 
— Salesforce World Tour London, 2024 Panel on Data Quality 

Next Steps 

If your Salesforce org is full of duplicates, incomplete records, or outdated information, you’re not alone — but you don’t have to stay there. 

As a Platinum Salesforce Partner, we help organisations design and implement data governance frameworks that are practical, scalable, and tailored to their unique processes. 

Whether you’re cleaning up a legacy org or preparing for AI and automation, we can help you turn your data into a strategic advantage. 

Book a complimentary Data Health Assessment today.

Introduction 

The Salesforce ecosystem is evolving faster than ever. With new clouds, AI capabilities, and integration possibilities, executives face both opportunities and challenges in maximising their Salesforce investment. Understanding emerging trends is no longer optional — it’s essential for staying competitive, improving efficiency, and driving measurable business outcomes. 

In this post, we explore the top five Salesforce trends executives need to know in 2025, along with actionable insights for leveraging them effectively. Whether you’re a CIO, CTO, or business leader, this guide provides a roadmap to ensure your organisation is ready for the next wave of Salesforce innovation. 

Trend 1: AI and Automation Are Everywhere 

Salesforce’s AI capabilities, especially Einstein AI, are becoming standard across clouds. AI can automate repetitive tasks, provide predictive insights, and improve decision-making. 

Why it matters: 

• Automates time-consuming processes like lead scoring, case routing, and forecasting. 

• Provides predictive insights for upselling, churn prevention, and customer engagement. 

• Supports executives in making data-driven decisions faster. 

Practical executive insights: 

• Identify high-impact areas for AI adoption first — for example, sales forecasting or marketing personalisation. 

• Avoid over-automation — balance AI-driven insights with human judgment. 

• Monitor performance metrics to ensure AI adoption translates into measurable ROI. 

Trend 2: Data Governance Is Mission-Critical 

As Salesforce usage grows, so does the volume of data. Without robust data governance, organisations risk poor decisions, compliance violations, and wasted investments. 

Key considerations: 

• Data quality: Ensure accurate, up-to-date, and complete records across all clouds. 

• Security and compliance: GDPR, CCPA, and other regulations require strict data handling. 

• Ownership and accountability: Define roles and responsibilities for data stewardship. 

Executive takeaway: 
Investing in data governance frameworks may seem less exciting than automation, but it’s essential for long-term ROI. Regular audits, standardised processes, and executive oversight can prevent costly mistakes. 

Trend 3: Integration Across Clouds 

Salesforce no longer operates in silos. Executives must prioritise integration across Sales, Service, Marketing, and Experience Clouds to achieve a unified view of customers. 

Why integration matters: 

• Reduces duplicate data entry and manual processes. 

• Enables better reporting and analytics across departments. 

• Enhances customer experiences through seamless cross-channel interactions. 

Practical tips: 

• Use middleware platforms or Salesforce-native integration tools like MuleSoft. 

• Plan integrations strategically — don’t connect everything at once. 

• Monitor performance post-integration to ensure the expected ROI is realised. 

Trend 4: Customer-Centric Customisation 

Modern customers expect personalised experiences. Salesforce provides the tools to deliver them, but executives must prioritise customisation aligned with business objectives. 

Strategies to implement: 

• Use Salesforce Customer 360 to unify customer data and deliver personalised interactions. 

• Segment customers based on behavior, preferences, and demographics. 

• Leverage AI insights for tailored marketing campaigns or proactive support. 

Why it matters: 

• Personalised experiences increase engagement and loyalty. 

• Targeted campaigns improve conversion rates and ROI. 

• Executives can track the effectiveness of personalisation strategies using Salesforce analytics. 

Trend 5: Ecosystem Collaboration 

Salesforce’s AppExchange ecosystem offers thousands of partner apps that can complement your existing cloud setup. Executives should understand how to leverage partner solutions to gain a competitive advantage. 

Considerations: 

• Evaluate apps based on scalability, security, and integration capabilities. 

• Engage with certified Platinum partners for guidance on ecosystem strategy. 

• Regularly review your app stack to avoid redundancy and technical debt. 

Conclusion 

The Salesforce ecosystem in 2025 offers tremendous potential for organisations that understand the trends and plan strategically. Executives who embrace AI, robust data governance, cross-cloud integration, customer-centric customisation, and ecosystem collaboration will not only maximise ROI but also position their organisations for sustainable growth. 

Next steps: 
 

To help executive take action, we’ve created a comprehensive 2025 Salesforce Executive Guide with checklists, best practices, and ROI-maximisation strategies.

Tired of Manual Data Entry? Meet Your Automation Dream Team 

For sales and service teams, juggling between your email inbox (Outlook) and your CRM (Salesforce) is a major time drain. The solution isn’t just one tool, but a powerful Trio of Salesforce features that work together to streamline your workflow, boost productivity, and ensure your customer data is always up-to-date. 

Here is a deep dive into the three components – Outlook Integration, Salesforce Inbox, and Einstein Activity Capture – and how they transform the way you work. 

1. Outlook Integration: The Productivity Foundation 🛠️ 

The Outlook Integration is the bedrock of the experience. It is a fundamental productivity tool that embeds Salesforce functionality directly into your Outlook sidebar, giving you manual control over your records without ever leaving your email. 

What the Outlook Integration Empowers You to Do: 

⚡ Create Records on the Fly: Manually create new Salesforce records, such as a Lead or Contact, straight from an email thread. 

🔗 Link Emails to Records: Easily attach emails against specific, relevant Salesforce records (like an Opportunity or Contact) to ensure a complete, accurate history. 

📊 View Relevant Data: When viewing an email, instantly open the Salesforce panel to see matched client data – contacts, associated opportunities, and account details – right next to the conversation. 

✍️ Edit Records Quickly: Make immediate updates by manually editing records via the Outlook integration panel. 

👤 Personalised Views: Display personalised views of Salesforce data, ensuring every user sees the most relevant information for their role. 

2. Salesforce Inbox: The AI Enhancement 💡 

Salesforce Inbox is an optional, intelligent add-on that supercharges the core Outlook Integration with AI and advanced scheduling features. It requires the Outlook Integration to function. 

Inbox Exclusive Features: 

👀 Email Tracking: Gain valuable insight by tracking emails to see precisely when they are read or replied to. 

🗓️ Schedule Emails: Write emails now and schedule them to be sent later at an optimal time, maximising the chance of a prompt response. 

📱 Mobile Access: Access all Inbox features on your mobile device, ensuring full, on-the-go productivity. 

📄 Use Templates: Easily use and personalise your standardised Salesforce email templates directly within your Outlook compose window. 

3. Einstein Activity Capture (EAC): The Engagement Engine 🧠 

Einstein Activity Capture is the pure Engagement Tool – a powerful automation engine designed to keep your Salesforce data current without requiring your team to lift a finger for logging activities. 

Core EAC Functionality: 

📧 Automated Syncing: Automatically captures and syncs Emails (back and forth) and Calendar Events between your email system (Outlook/Gmail) and Salesforce records. 

📂 Activity Timeline: All synced data is automatically displayed on the Activity Timeline of the relevant Salesforce records. 

⏱️ Zero Data Entry: By automating the capture of activities, it eliminates the need for manual logging, saving significant time. 

⚙️ Custom Mapping: Supports mapping to both Custom and Standard Salesforce fields for comprehensive data alignment. 

The Synergy: How They Drive Productivity Together ✨ 

The real magic happens when you use these three tools together: 

EAC works silently in the background, keeping your Salesforce records current by syncing every email and event. 

The Outlook Integration and Salesforce Inbox allow your users to view that perfectly synced data and take immediate action or gain insight directly from their email (e.g., checking if an EAC-synced email has been read, or creating a new Opportunity from a linked thread). 

Setting Up EAC: Control and Customisation 

EAC requires the Einstein Standard Permission Set for users and offers robust admin control: 

Final Takeaway: Stop toggling tabs. The Salesforce Productivity Trio ensures your team has the accurate customer data they need, the automation they deserve, and the control to act right at the moment they need it most. 

What You’ll find in this blog:

• Strategic Vision: CEO Marc Benioff introduced the “Agentic Enterprise,” emphasizing that AI’s role is to elevate humans, not replace them (“AI doesn’t replace people, it elevates them”).
• Irreplaceable Value: A core message that human connection remains essential, particularly in complex sales and relationship-driven roles, contrasting with AI adoption in automated service.
• Philanthropic Impact: The annual Dreamfest continued its mission, contributing to a total of $120M+ raised for UCSF Benioff Children’s Hospitals.
• Cultural Leadership: The speaker lineup included AI pioneer Sundar Pichai, actress/advocate Ellen Pompeo, and Salesforce Brand Partner Matthew McConaughey, merging technology and cultural insight.
• Entertainment Close: The conference was capped by the Dreamfest concert featuring headliners Metallica and Benson Boone.

Dreamforce 2025 was dominated by one central theme: the Agentic Enterprise – Salesforce’s vision of a future where AI agents work seamlessly alongside human employees across all aspects of a business. The primary focus was on moving Artificial Intelligence from pilot projects to scaled, trusted enterprise operations.

Key Product Launches and Updates

The biggest announcements all revolved around the new AI-centric platform and its core components:

• Agentforce 360: This was the headline launch, positioning itself as the foundational platform for building, deploying, and managing enterprise AI agents. It serves as a unified layer connecting Sales, Service, Marketing, Commerce, Slack, and Tableau, ensuring agents use the same models, context, and governance framework across all apps.
  • Agent Script: This new feature introduces hybrid reasoning, allowing developers to inject IF-THEN business logic directly into an agent’s reasoning. This is a critical step toward making AI agents more reliable and predictable for mission-critical tasks, addressing enterprise fears of losing control.
• Slack Becomes the “Agentic OS”: Slack is being positioned as the main workspace where both humans and AI agents collaborate. It’s now the front-end for Agentforce, enabling employees to search, collaborate, and act using CRM insights and agent functionality without leaving the platform.
• Data 360 (formerly Data Cloud): Renamed to emphasize its role as the intelligent context layer, Data 360 is the brains for the AI agents. It unifies customer data, is smarter with unstructured data, and pipes reliable, governed context directly into Agentforce apps.
• Agentforce Vibes: This developer tool enables “vibe-coding,” allowing users to describe the app, flow, or dashboard they want to create using natural language, which the platform then generates and deploys automatically. This drastically simplifies prototyping and development.
• Agentforce Voice Goes GA: Now Generally Available, this brings polished voice interaction into the platform, allowing agents in the contact centre to maintain context across handoffs between automated and human assistance.
• Entry into ITSM and HR: Salesforce expanded its Agentforce platform with new industry-focused offers, including an Agentic IT Service platform to unify IT, customer, and HR service on one platform, directly challenging competitors like ServiceNow.
• Strategic Partnerships and Acquisitions: Salesforce announced expanded partnerships with OpenAI and Anthropic to integrate their models (like ChatGPT and Claude AI) directly into Agentforce 360. They also announced the expected acquisition of Apromore, a provider of process intelligence technology, to enhance business process discovery and optimization capabilities.

Overarching Themes

1. Context is the New Product: A recurring message was that smart prompts aren’t enough – the success of AI agents relies on clean, connected, and governed data. Salesforce encourages customers to treat data context as a product line with real owners and KPIs.
2. Humans and Agents Work Together: CEO Marc Benioff emphasized that the future of work is not AI replacing people, but rather agents taking over the repetitive “grind” work, freeing up humans to focus on judgment, strategy, and relationship building.
3. Governance and Trust are Non-Negotiable: With AI agents being a focus, security and responsible AI took centre stage. Features like zero data retention, audit trails, and bias monitoring are built into the platform to ensure compliance and accountability.

More Than Code: The Community, Culture, and Vision of Dreamforce 2025

Beyond the groundbreaking product rollouts of Agentforce 360 and the new platforms, Dreamforce remains one of the world’s most unique technology conferences, blending enterprise announcements with a powerful focus on community, philanthropy, and cultural inspiration. This year’s event was no exception, reinforcing Salesforce’s core values in a rapidly evolving, AI-driven world.

🤝 The Human Element in the Agentic Era

A recurring and crucial theme throughout the event was the role of the human professional alongside the rise of Agentic AI. CEO Marc Benioff made a clear distinction, insisting that while AI agents can automate routine tasks – demonstrated by the 1.8 million conversations handled by the company’s own internal Agentforce implementation – the irreplaceable value of human connection remains essential, especially in complex roles like sales.

Benioff declared the arrival of the “Agentic Enterprise,” but his vision is one where AI elevates people, not replaces them. This dual message of aggressive AI innovation coupled with a defence of human-driven connection defined much of the keynotes and discussions.

✨ Star Power, Social Impact, and the Dreamfest

Dreamforce 2025 maintained its reputation for attracting a diverse line-up of influential speakers and world-class entertainment, underscoring the company’s commitment to its “1-1-1 model” (1% equity, 1% time, 1% product dedicated to good causes).

• Visionary Speakers: The stage was packed with thought leaders and cultural icons, including Google/Alphabet CEO Sundar Pichai on the future of AI, actress and producer Ellen Pompeo on advocating for equity, and Academy Award-winning actor and Salesforce Brand Partner Matthew McConaughey on the power of storytelling. AI pioneer Andrew Ng also provided deep technical insights.
• The Dreamfest for Good: The legendary annual concert served as a massive fundraiser for UCSF Benioff Children’s Hospitals, which has now seen over $120 million raised through this event over the years. This year’s headliners, Metallica and Benson Boone, brought a spectacular close to the three-day conference.

From philosophical discussions on AI’s soul to practical commitment to philanthropy, Dreamforce 2025 served as a powerful reminder that while technology defines the how, a commitment to community and purpose defines the why.

In short, Dreamforce 2025 was a decisive leap into the Agentic Enterprise, transforming Salesforce into a platform where all new innovation is delivered through the lens of autonomous AI agents.

What you’ll find in this blog:

• Massive ROI: A case study showing an 80% reduction in admin time and a 40% cut in build costs by automating a critical 5-hour per week task.
• Agentforce Breakthrough: The technical revelation of how AI Agents were used to instantly enable batch processing (generating all partner statements at once) in Salesforce Flow, eliminating the need for complex custom APEX code.
• Strategic Shift: A proposal for a new Salesforce automation hierarchy (Agentforce → Flow → Code) that prioritises secure, context-aware AI.
• Low Running Cost: Confirmation that this high-value automation costs the customer just £1.36 per week in Agentforce credits.

We are delighted to be able to say that Gourmet Hog Roast is now Live with Agentforce.  

This project gave us a front-row seat to what Salesforce’s AI capabilities can really do, and the results surprised even us. 

When we talk about a successful implementation, there are a few outcomes we always aim for: 

• Time Saved 

• Cost Saved 

• Improve the experience of being a Salesforce customer 

• Deliver scalable solutions that consider the next optimisation, not just the here and now. 

With this rollout, Agentforce delivered across every measure. Reducing task time by 80% and cutting delivery costs by 40% made it clear we’d chosen the right platform, and it’s genuinely enjoyable to work with. 

While we can’t put a percentage on UX (User experience) or Technical Debt Reduction, we can at least say that using the Agentforce UI (User Interface) is quick, flexible and low code which equals easy to scale with less! 

Nick from GHR had this to say:

“Using the Agent force feature has been a game changer as it’s taken away an incredibly important, but otherwise monotonous task. It’s enabled us to focus more on working on the business, rather than in it.”

The Brief 

Like any Salesforce project, big or small, it starts with understanding the customer’s pain points. 

We stay in close contact with the leadership team at Gourmet Hog Roast, and through those conversations we uncovered a repetitive task eating up as much as five hours every week. 

The job itself sounded simple. We needed to generate partner statements so their partners could be paid accurately and on time. 

The data was already in Salesforce and once the statements were manually created and sent, payments still had to be made separately through the bank, after approval. Lots of steps and lots of manual work during the statement preparation stage using excel. 

Our goal was clear! We needed to deliver something automated, scalable, and accurate while giving the Gourmet Hog Roast team those hours back to focus on revenue-driving work instead of admin. 

The game was afoot! 

The Solution 

The answer quickly became clear: we needed a structure in Salesforce to handle partner statements properly. 

That meant creating two custom objects: 

• One to capture the partner statement itself (the “header”) 

• Another to capture the statement lines (the “items”) 

Why two objects? Think of it like an invoice or bill, you’ve got a header record with the key details (like date, total, and recipient), and beneath it, a list of individual line items. A partner statement follows the same pattern of one statement, many items. 

From there, we added automation. Each week, the system now generates statements for one or many partners in a single run. It pulls in any relevant payments, allocates them to the right statement lines, and keeps everything in sync. 

We also needed an interface that allowed the team at gourmet to launch the action. They could specify the date range of payments to be picked up and/or the accounts to process (All or One). 

Historically, this kind of requirement would have called for custom code. Salesforce Flows are powerful, but they can be restrictive when it comes to batch processing (for example, generating all partner statements in one go rather than one by one). 

We decided to try Agentforce out as the gourmet team had been hearing about it and had some interest in how it could enhance what they do. 

We were surprised to say the least! 

Why we used Agentforce 

When we kicked off the project, we assumed we would need APEX in the final build. So we started by creating a simple Flow to handle a single partner statement, just to validate the logic before committing to the code build. 

We handed that Flow to the AI Agent to see if it could trigger the automation based on natural language instruction. 

Not only did it run the Flow, it also generated an input screen so we could enter the date range. Then, after we prompted it with “Generate statements for all accounts,” every partner statement appeared in the Statements object, automatically.  

Did we just build the core functionality in half the expected time? The answer was Yes! 

We knew with some tweaking, guardrails and stress testing we could have a solution here. 

We stress tested the agent passing 5x the number of accounts it would ever need to process and it passed with ease. A surprise for sure! Up to this point, our expectation was much more reserved. 

We mentioned a 40% reduction in build cost earlier. The remaining 60% still matters, requirements still need to be scoped, testing still needs to happen, and deployment doesn’t do itself. But when you can deliver solutions faster, reduce technical debt, and improve UX all at once, it changes the equation and in this case the approach. 

Traditionally, Salesforce admins have followed a kind of “automation hierarchy”: 

Workflow Rule → Process Builder → Flow → Code 

(Yes, I’m old enough to remember all of them!) 

But after this? The order is starting to look very different… 

Great, so what does it cost? 

A lot less than you’d think. 

We go some way to explaining the various pricing options for Agentforce here, take a look.

However, from a Gorumet Hog Roast perspective, because this particular use case is so lean, Running this automation will cost just £1.36 per week in Agentforce credits. 

The return on that investment is massive, around 99%.  

Hard to argue with that. 

The more we work with Agentforce, the clearer it becomes that this isn’t just another add-on. It has the potential to become part of your daily workflow. 

Let’s be honest, you’ve probably used ChatGPT at some point. And yes, it’s useful… to a degree. But external LLM, especially the free ones, come with limitations. They don’t know your business, your data, your processes, or your governance standards unless you manually feed them that context. That means more effort, more risk, and more disconnected outcomes. 

Agentforce changes that. It gives you a secure, Salesforce-native way to use AI with built-in context, so it understands the data and processes you already work with. That’s a game changer. 

There’s another advantage too. Instead of scattering automations across the platform (which has served us well), Agentforce opens the door to centralised automation delivered to the right people in one place and that saves time, improves user experience, speeds up ramp up’s and future-proofs your org. 

That’s not just convenient. That’s strategic. 

What You’ll Find in This Blog 

• The Link Between Support & Adoption: This blog explains why consistent, proactive support is the single most important factor for increasing user adoption of Salesforce. 

• Common Adoption Killers: It identifies major roadblocks to user engagement, such as poor data quality, lack of training, and a reactive support model. 

• The Managed Services Solution: It highlights how a managed services team actively addresses these issues through continuous enablement, quick fixes, and a commitment to understanding user needs. 

It’s one of the most frustrating challenges a business faces: you invest heavily in a CRM like Salesforce, but your team simply isn’t using it. Low user adoption is a common issue that directly impacts ROI, but the root cause is often overlooked. The secret to boosting Salesforce adoption isn’t a new feature—it’s proactive support. 

The Problem with Reactive Support 

Many businesses operate on a reactive support model: something breaks, a user complains, and only then is a ticket raised. This creates a vicious cycle that kills adoption: 

• Frustration: Users get frustrated when they encounter an error or a clunky process and have to wait for a fix. This builds a negative association with the system. 

• Workarounds: Instead of using the system, users create their own workarounds (spreadsheets, manual documents), which leads to messy data and undermines the very purpose of the CRM. 

• Lost Trust: Over time, users lose faith in the system’s ability to help them, making it difficult to introduce new features or processes in the future. 

The Proactive Difference 

A managed services partner shifts your organisation from a reactive model to a proactive one. We don’t wait for problems to emerge; we prevent them. This approach is fundamental to increasing user adoption. 

• Quick, Continuous Fixes: A dedicated team is on hand to fix minor issues, create new reports, and build small automations that make users’ lives easier, demonstrating the system’s value in real-time. 

• Continuous Enablement: We don’t just train users at go-live. We provide ongoing training and highlight new features from Salesforce’s releases, empowering your team to get the most out of the platform. 

• Understanding User Needs: Our consultants take the time to understand your end-users’ day-to-day challenges. We can then optimise the system to truly meet their needs, making it their go-to tool rather than a chore. 

By prioritising proactive support, you empower your team, build trust in the system, and ensure that your Salesforce implementation becomes an indispensable part of their daily workflow. This is how you don’t just get adoption—you achieve long-term success. 

What you’ll find in this blog:

• An explanation of Agentforce’s consumption-based pricing model, a flexible alternative to traditional upfront license fees.
• A breakdown of why getting started with Agentforce may be more cost-effective and accessible than you think.
• Practical examples and use cases to help you estimate consumption and understand the different pricing structures.

Agentforce is evolving rapidly, with new releases and integrations landing almost every month. For consultancies and businesses eager to explore AI within the Salesforce ecosystem, it’s an exciting time. 

So, what does it take to get started with Salesforce AI? The answer may surprise you. 

Unlike many Salesforce products that require significant upfront license commitments, Agentforce uses a consumption-based pricing model. You pay only for what you use, billed in arrears each month. It’s a notable shift from the traditional Salesforce model that has been designed to make adoption more flexible, accessible, and cost-efficient. 

Consumption Options 

Before we delve into the differing consumption models, let’s just take a moment to understand the currency used within them, ‘FlexCredits’ & ‘Per Conversation Credits’.  

FlexCredits 

Salesforce has introduced FlexCredits as the variable currency behind Agentforce. Whenever you or your customers interact with an AI Agent, credits are consumed. 

A single FlexCredit is priced at roughly £0.004. 

Each agent interaction is measured in actions. On average, a typical request will take 3 actions to complete which includes things like retrieving a record, summarizing a pdf document or image, or finding the answer to a customer question on your website. 

Every action consumes 20 FlexCredits, which works out at approximately £0.08 per action. 

A little confused? Don’t worry. Basically, you can pretty much ignore the FlexCredit price, we really only care about actions as that’s where it becomes easier to estimate consumption and how it’s really measured. 

We’ll explore in more detail below how actions are counted and why this model gives you a predictable, transparent way to manage costs. 

FlexCredits are perfect for variable interaction with the AI agent that results in 7 or fewer actions when using list price. 

Per Conversation Credits 

Alongside FlexCredits, Salesforce also offers a per-conversation pricing model. You pay a flat rate of £1.60 per conversation. 

This suits those who expect an internal task or customer interacting with your AI Agent to exceed 7 actions regularly. This gives you cost predictability without having to worry about actions. 

Now that we have looked at the FlexCredit and Per Conversation pricing structures, let’s explore the options for applying them in your contract. 

Consumption Models 

There are three models available. 

While the eye might immediately jump to the pay as you go model as the obvious choice, knowing your use case can give you good reason to consider the other models too: 

• High-value transactions: If you operate in a sector like insurance or mortgages, where applications are multi-step, you often know your monthly volumes and can easily define the number of actions needed. A pre-commit or purchase model can significantly reduce costs in this type of use case. 

• High-volume support: If you’re running a service desk or support queue, using an AI Agent to triage cases may require only a handful of actions per interaction, but at high volume. In that scenario, securing a lower per-action rate with FlexCredits could deliver meaningful savings. 

Either way, if you’re just starting the journey, Pay-as-you-go remains the safest entry point. It lets you experiment without commitment, and once your consumption patterns are clearer and value is defined, you can confidently shift to Pre-commit or Pre-purchase to lock in better rates. 

How do I measure my consumption and stop it getting out of control? 

When you hear pay-as-you-go, it’s easy to think of a mobile phone plan where costs can spiral if you’re not careful. Thankfully, Salesforce have thought of this and provide the Digital Wallet. 

When you activate Agentforce you get a digital wallet that allows you to monitor consumption in both your live and testing environments. Usage is refreshed regularly, so you always know where you stand. You can view and filter consumption by week, month, or year, giving you a clear picture of your upcoming bill and visibility into any potential overages across all models. 

What’s more, agents can be individually activated or deactivated at any time, giving you additional control if you need to pause usage or manage spend against a budget. 

How do I estimate my consumption and what will I pay? (Examples: Use Case & ROI) 

To help you understand how you might estimate consumption we will use two illustrative use cases. 

For reference, we’ve defined that an action costs approximately £0.08 and a conversation costs £1.60. Let’s now dive into the two use cases to show how actions are consumed and help you better understand potential consumption and ROI. 

Use Case 1: Employee Onboarding Help (Internal) – Illustrative 

Our use case involves an AI Agent answering employee questions about company policy, holiday allowance, company HR procedures. The AI Agent has access to the policy handbook, leave entitlements and HR records stored in Salesforce. 

Employee: How many days annual leave do I have this year? 

AI Agent: Your records show 25 days of leave entitlement, but you have 12 remaining. Would you like to see the leave days you have taken this year? 

• The agent queries the HR record in context of the employee and responds accurately. 

• Cost: 1 action = £0.08 + 1 satisfied employee. 

The employee then asks: 

Employee: Can I carry over unused holidays into next year? 

AI Agent: The company policy allows you to take 5 unused days into the next year, (Section 5.2). Would you like me guide you through the process or create the carry-over request for you? 

• Here, the agent reads the policy PDF and displays the response, even offering to initiate the carry-over request. 

• Cost: 1 action = £0.08, cumulative cost = £0.16 + 1 happier employee. 

If we estimate 100 employees, each asking an average of 5 HR-related questions per month over a year: 

• Total actions = 100 × 5 × 12 = 6,000 actions 

• Estimated cost: 6,000 × £0.08 = £480 per year (~£40 per month) 

This demonstrates how an AI Agent can provide a cost-effective HR assistant. 

This use case is a great example of why to use FlexCredits over Per Conversation credits.  

• FlexCredits are ideal because employee queries vary month-to-month. The per-action model allows you to pay only for what is consumed, rather than a fixed conversation price. 

• If employee usage grows, you can monitor consumption directly in Salesforce and adjust your FlexCredit purchases before costs escalate. 

Use Case 2: Website Concierge (Chatbot Replacement) – illustrative 

This use case explores an AI Agent helping potential customers with apartment recommendations, bookings, and additional activities. The agent has access to website content, available listings, and local events, enabling it to provide personalized guidance. 

The prospective customer asks: 

Customer: I am looking for an apartment that sleeps 4 with a pool in the south of France for June. What do you have available? 

AI Agent: We have several listings available. Could you tell me a bit more about the specific area you would like in the south of France, length of stay and any activities you would like to do whilst on your trip? This will help me find you the best fit for you. 

• The agent validates that listings exist matching the location, capacity, and pool requirements. 

• It can check availability for additional activities and guide the conversation in a natural, exploratory tone. 

Because interactions like this are more complex and variable, a fixed per-conversation charge is often more suitable than FlexCredits. For instance: 

• A single conversation could include multiple passes to refine recommendations, conduct multiple availability checks and validate booking steps. When added together this can consume a lot of actions. 

• Using the £1.60 per conversation model provides predictable costs while delivering an uncapped customer experience. 

Capturing a qualified lead or completing a booking for £1.60 represents excellent value, particularly when compared with traditional manual handling by staff. If you use a chatbot on your website, you will no doubt, be familiar with the limitations and robotic tone it offers. Agentforce will brighten the interactions adding that human feel. 

In Summary 

From our experience, simply putting an AI Agent into the business to “see how it goes” rarely succeeds. Agentforce works slightly differently to other common LLM’s. It comes locked down by design and for good reason. You hold the key to its training. Sure, it does basic things out-of-the-box but still lacks the business context and use cases that bring the real magic to your business. 

To maximise value, you need to identify where the efficiency gains or cost savings lie. Then deploy Agents to augment the business specific tasks, employee support and customer acquisition processes you have been building over the years. 

We hope this article has gone some way to help you understand two key pricing options (FlexCredits & Per Conversation) as well as the Pro’s and Con’s of the different consumption models on offer to begin your AI journey on Salesforce. 

What’s clear is that barrier to entry is extremely low, making it easier than ever to explore how AI agents can give you efficiency gains, cost savings or even a competitive edge in today’s fast moving AI landscape. 

Salesforce is a platform we at Xenogenix have trusted for over a decade, and the introduction of Agentforce gives us a solution that we can confidently recommend. 

We’re here to advise and support as always. Whether you want to explore use cases, understand consumption models, or simply chat about adopting Agentforce, we can help you navigate the process in a measured, informed way. 

References:

https://www.salesforce.com/news/stories/new-agentforce-payment-options/

https://www.salesforce.com/agentforce/pricing/

Disclaimer:

Agentforce pricing is subject to change at any time, all pricing and costings listed above are correct as of 18/09/2025.