Salesforce launched Agentforce in September 2024 with a suite of autonomous AI agents to support professionals in sales, service, marketing, and commerce operations.
The digital workforce promises to perform any action without human intervention across business functions, thanks to advanced reasoning abilities that go beyond what traditional chatbots can accomplish.
However, it’s been almost a year with a lot of hype, and some companies are still not convinced they should sign up for Agentforce to resolve customer queries, qualify sales leads, manage purchase orders, and perform other manual admin tasks.
Let’s examine five common reasons why these companies could be taking a cautious approach to AI solutions, before we explain the actual benefits enterprises and their employees gain by adding Agentforce into their systems.
1. What or Who Is in Control of My Sensitive Business Data?
Salesforce is designed to support marketing, sales, customer service, and almost every other department in your organization perform tasks on a single platform. However, since its launch in 1999, many companies have invested heavily in their custom orgs, including add-ons, integrations, and development, to truly optimize a multitude of operations.
Remember, Agentforce was only released in September 2024, with the latest version deployed in June 2025. That makes Agentforce relatively new to the Salesforce ecosystem, and while efficient, it is not always correct or consistent.
For example, Dominick DeFazio, the CEO and founder of SalesCraft, has seen AI agents hallucinate, as they can provide inaccurate responses from patterns that don’t exist. We doubt any company wants to risk creating a poorly structured and overly complex CRM that no Salesforce expert can understand, rework, or build upon for custom projects.
Therefore, it’s no wonder companies don’t want to relinquish their custom-built integrations to AI systems. As these AI systems perform actions at lightning speed, they could also create countless errors in Salesforce that are difficult to rework and correct.
Additionally, companies that do not have a dedicated Salesforce team to manage data might be unaware that they have a corrupted database. However, if they decide to embrace AI and hire an LLM expert to optimize business processes with Agentforce or other tech, they would quickly find that the results and outputs would be inaccurate, due to working with incorrect data points.
AI is only as good as the data it has access to, and therefore, Salesforce data must be clean and well-organized to have the best AI-driven automation in place.
With these types of concerns, we can see that the fear of entrusting an AI system in its infancy to control an entire CRM platform is an objectively valid one.
2. The Complexity of an AI Integration
Although Agentforce has powerful AI capabilities, it might be complex to integrate into custom setups, tech stacks, or workflows, resulting in the disruption of existing business operations.
Companies that have already invested in third-party integrations or have unique data models might also hesitate to add more complexity to their Salesforce ecosystem, especially when it leads to unintended errors from AI agents misinterpreting data.
Alternatively, if these companies decide to get started with Agentforce, Salesforce Admins need to create an integration plan to align the new digital workforce with a company’s processes, data structures, and security measures.
This integration project will also require strong technical skills from Salesforce Admins and Consultants. If these professionals do not know how to work with AI systems, they will have to learn how to manage and test the integrations correctly.
We can see why companies might not be willing to pause their operations or schedule downtime to upskill employees in order to integrate Agentforce with workflows, as this could lead to an increase in workloads for managers and admins, a halt in sales operations, and delays in product releases.
3. The Plot Twist for AI: Major Opportunities for Career Growth
Possibly, the biggest fear in our digital-first era is that people will lose their jobs and be replaced by AI systems. This worry is another reason companies might not want to adopt Agentforce, especially if they have heavily invested in sponsoring employees to obtain multiple Salesforce certifications or attend events like Dreamforce and TDX.
At the same time, Agentforce is attractive to companies. AI agents can automate manual admin tasks, such as entering data into Salesforce, supporting customers 24/7 via chat, and qualifying leads. By allowing AI to perform these tasks, companies would no longer need to advertise for roles that require these skills. Instead, they can post vacancies for jobs that require human creativity, business strategy, and high levels of emotional intelligence.
And existing employees do not need to fear Agentforce and AI systems. When companies activate Agentforce correctly, employees gain a host of benefits to support career growth.
For example, admins can build AI agents that respond to customers instantly when employees are engaged in high-concentration workflows or VIP meetings, allowing them to truly excel at work. These AI agents can also interact with customers who live in different time zones and need support during non-working hours.
Human employees can use the time provided by Agentforce to rest or focus on growing their careers by enrolling in courses, working on practical projects, or dreaming up the next big innovation.
Ultimately, there will be a shift in the job market. AI systems might change the nature of tasks, but they will still need a Salesforce Admin or Architect to manage and troubleshoot integrations. The more we embrace AI tools, like Agentforce, the more we see that they expand human capabilities, allowing them to scale beyond what we thought was reasonably possible.
By choosing Agentforce to transform how Salesforce professionals work, we see them using AI to build large-scale projects appropriate for our digital landscape while gaining new skills to land their due spot at the company’s decision-making table.
This ascension allows professionals to provide strategies for managing business operations and making decisions using the new AI processes they carefully engineered.
4. Pricing Ambiguity
Initially, there were three Agentforce solutions that companies could choose from to build and launch autonomous AI agents.
To start, companies already using Salesforce for CRM practices could activate Agentforce for free with the Foundations solution. With it, companies received AI features for Salesforce Enterprise editions and above.
If companies wanted the power to resolve cases with digital Service Agents, they would have to choose the Agentforce solution, which costs $2 per conversation.
The third Agentforce solution, the Standard Success Plan, aimed to help teams access self-guided resources 24/7. This solution was found in all Salesforce licenses, but pricing was not visible. Companies wanting to implement the Standard Success Plan were encouraged to contact Salesforce for more information.
Many companies seemed to struggle with these rigid pricing plans. To address this, Salesforce released a new, more flexible Agentforce pricing plan on 15 May 2025. It’s designed to help companies get started with small implementations, experiment with AI features, and try out a variety of use cases before adopting Agentforce and a digital workforce at scale.
The new pricing includes a Flex Credit system on a consumption-based model, making sure a company’s outcomes are aligned with costs. Essentially, this means companies will only pay for the actions their Agentforce solution performs.
Additionally, companies get a Flex Agreement in their Agentforce solution to manage human and digital workforces. The ability to choose between using Flex Credits or Salesforce user licenses for projects lets companies control their finances and quickly adjust to their latest business goals.
Companies can also look forward to Agentforce user licences, add-ons, and usage in the Summer of 2025. This will allow admins to build powerful AI agents to work with human employees under a per-user-per-month pricing model. The system is designed to give all teams in a company access to AI capabilities without fretting about Salesforce usage restrictions.
What Does this Pricing Update Mean?
Salesforce has upgraded its Agentforce pricing plan to be more flexible for AI consumers. However, new pricing will arrive in the Summer of 2025, introducing concerns about whether it will impact Agentforce’s current plan. Therefore, we understand why some companies might be unwilling to commit to Agentforce’s pricing plan today, when it could potentially be more expensive tomorrow.
Other concerns are whether Agentforce is a viable option compared to free open-source AI solutions, or will the new pricing still be a financial block for startups, small businesses, and money-conscious companies?
These are all interesting points to consider. Does one go with a free open-source AI solution and manage security, custom development, and Salesforce integrations, or should a company sign up for an Agentforce pricing solution that could change? This answer will come down to your custom business requirements and budget.
We recommend checking what your Agentforce investment could look like by using Salesforce’s ROI calculator.
5. Concerns of AI in Customer-Facing Services
AI is excellent at working with large volumes of data in real time. It can quickly identify patterns and trends and provide human colleagues with summarized insights. This feature makes extracting actionable ideas or making predictions much easier for companies.
However, humans are often better suited for dealing with customers in marketing, sales, tech, field support, IT, and other services. More importantly, human employees are essential for managing and resolving sensitive matters with customers.
Take the healthcare industry as an example. In these critical or private communications, AI agents interacting with patients would need to transfer their case to a nurse, physician, or specialist for the most accurate and authorized information.
For this reason, many organizations may be unsure whether to commit to imperfect AI solutions that add additional tasks to Salesforce admin workloads, such as monitoring and managing software, which could potentially deteriorate customer experiences.
AI Is Here to Stay
Despite the AI fears companies might have, resulting in slower adoption, Salesforce is pushing forward and bringing us several iterations of Agentforce to improve how people work in the tech industry.
In February 2025, Salesforce released Agentforce 2.0, which showcased enhanced reasoning and data retrieval capabilities. Fast-forward to June 2025, just a few months later, we get Agentforce 3, which provides a Command Center, allowing admins to support their MCP-enabled tools and work with over 100 pre-built actions that integrate into AI agents.
As mentioned earlier, Salesforce has also upgraded their Agentforce pricing plan to be more flexible for AI consumers.
Companies That Have Embraced Agentforce
Those companies that have signed up to Agentforce have already seen improved operations, such as a 15% decrease in handling time for customer cases. Additionally, with Agentforce, companies have had the opportunity to boost subscriber retention by 22%.
According to a review on G2, a popular online marketplace, “Salesforce Agentforce is […the] best tool for a QA to monitor the quality and agent performance for improvement. We can easily access past chat, call, and email interactions in one place.
“It’s really helpful to monitor the agent’s performance. This tool also allows the option to add custom fields where we can track the forms, etc. The one option I personally like in the tool is the dashboard, where we can check the agents’ productivity and cast reports to coach the agents.”
Where We Have Seen Agentforce Work Well
AI is undoubtedly excellent for processing large amounts of data, and LLMs excel at extracting key values and insights from that data. On the other hand, humans are impressive at decision-making, not sifting through thousands of Salesforce records.
Why not give human employees the AI resources they need to succeed and surpass business goals? Here is an outline of how a company can make quicker decisions with Salesforce and Agentforce:
- Automate data collection from forms, surveys, landing pages, and other web projects connected to Salesforce.
- Automatically analyze data in Salesforce.
- Generate reports and dashboards from Salesforce data to present to key stakeholders.
However, this type of Salesforce solution comes with heavy development costs and takes a while to set up correctly in your custom tech stack. Alternatively, companies can use Salesforce native tools like Titan to:
- Extend Salesforce’s capabilities with no-code tools.
- Provide Agentforce with the most accurate real-time data captured from web projects.
- Enable designers to build any web project with bi-directional data flows integrated with Salesforce.
- Empower admins to build custom branded dashboards and reports with graphs and charts.
- Let employees instantly generate data reports and email them to key stakeholders from Salesforce.
On a deeper level and in the backend, here is how a company can use Titan, Agentforce, and Salesforce to build reports and dashboards from business data:
- Admins configure Agentforce and Salesforce to run automations that scan through large numbers of records.
- These data findings are stored and filtered as records in a custom Salesforce object.
- The admin builds custom charts, graphs, and dashboards with Titan’s no-code builder and Salesforce data.
- Employees can generate these reports from Salesforce into professional documents with the click of a single Titan button, which they can then share with colleagues, partners, or clients.
Whether admins create these visuals with premium Salesforce products or robust native solutions like Titan, they are an even smarter way to present data to key stakeholders, who must view and analyze data as quickly as possible.
Ready to explore Titan? Click here to read our Ultimate Guide to Agentforce.
Final Thoughts: Agentforce for Salesforce
Since Salesforce launched Agentforce, only 8,000 deals have been signed, leaving us wondering why many companies in the ecosystem are not adopting the new AI solution. In this article, we have speculated on some genuine fears as to why companies might be nervous about changing how they work in their CRM platform, their organization, and with customers.
But we also know the tech space is evolving rapidly, and no matter your industry, the market craves faster services.
Those companies that have implemented Agentforce correctly on non-critical processes have seen improvements in operations and have taken the opportunity to succeed in a new digital landscape. For this reason, we also provided the real benefits companies gain from building digital AI agents to work alongside Salesforce professionals.
Ultimately, change and tech advancements are a natural part of our industries. We hope we have given you the information you need to decide how you would like to move forward in this digital-first era.
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