Salesforce have announced Agentforce 3, a major upgrade to its digital labour platform addressing enterprise adoption blockers through comprehensive observability solutions and agent interoperability capabilities.
The platform addresses scaling challenges identified from thousands of Agentforce deployments since October 2024. Customer results include reducing Engine's average customer case handle time by 15%, autonomously resolving 70% of 1-800Accountant's administrative chat engagements during critical tax weeks in 2025, and increasing Grupo Globo's subscriber retention by 22%. According to a soon-to-be-released Slack Workflow Index, AI agent usage increased 233% in six months with 8,000 customers signing up to deploy Agentforce.
The new Agentforce Command Centre provides complete observability through unified monitoring of agent health, performance measurement, and outcome optimisation. Built into Agentforce Studio, it enables teams to analyse every AI agent interaction, track real-time analytics for latency and escalation frequency, and receive AI-powered recommendations for conversation optimisation. Agent activity data integrates with existing tools including Datadog, Splunk, and Wayfound through OpenTelemetry standards.
Agentforce 3 introduces native Model Context Protocol support, enabling agents to connect to any MCP-compliant server without custom code. The expanded AgentExchange provides access to plug-and-play services from over 30 partners including AWS, Box, Cisco, Google Cloud, IBM, Notion, PayPal, Stripe, Teradata, and WRITER. MuleSoft converts APIs into agent-ready assets with security policies and traffic controls, while Heroku provides managed MCP server hosting.
Architecture enhancements include expanded LLM choice with Anthropic's Claude Sonnet model hosted via Amazon Bedrock within the Salesforce trust boundary. Performance improvements deliver 50% lower latency since January 2025 with response streaming generally available. The platform adds web search capabilities, inline citations, and automatic model failover for enhanced resiliency.
Global expansion includes deployment to Canada, U.K., India, Japan, and Brazil with support for six new languages: French, Italian, German, Spanish, Japanese, and Portuguese. Agentforce is now authorised for Government Cloud Plus with FedRAMP High authorisation for public sector customers.
More than 200 pre-built industry actions enable rapid deployment across patient scheduling, advertising proposal generation, and vehicle servicing use cases. New Agentforce SKUs provide per-user pricing with unlimited usage of actions for employee-facing agents. The Salesforce partner ecosystem provides 272,000 certified specialists across thousands of deployments.
The Command Centre addresses the primary enterprise blocker of agent visibility and control, enabling organisations to scale AI agent adoption with confidence. Native MCP support and partner ecosystem expansion provide secure enterprise connectivity while maintaining governance and identity controls.