Are Agentforce Agents as Powerful as Salesforce Claims?

At this year’s Dreamforce in October, CRM giant Salesforce was on top form with some glamorous product demos. This time, the shining star was Agentforce 360 – Salesforce’s latest rendition of its proprietary AI – and the live agents from companies like Williams Sonoma, Pandora, and Pepsico. 

But are these agents half-baked, or the perfect virtual assistant? Let’s take a look. 

The Focus: Agentforce 360 

As the fifth and latest version of Agentforce, 360 is Salesforce’s most powerful version of the tool yet. Marketed with the ability to “connect to your business data and metadata to deliver accurate, context-rich responses across text and voice”, Agentforce 360 claims to deliver cohesive and intelligent blends of trust, ability, and collaboration. 

Although it is still in its infancy, this rendition already has a small range of success stories, with the luxury home brand Williams Sonoma, the jewelry company Pandora, and the beverage giant Pepsico to name just a few. 

During Dreamforce, the agent capabilities of all three were showcased, but I wanted to find out whether or not the real-life experience matched the experience and possibilities shown in the demos. 

So, I tested out the Agentforce 360 agents of the aforementioned companies – here’s how it went. 

Williams Sonoma: Olive Agent 

Starting with Williams Sonoma, my first impression was good, but also slightly confusing. Although the website is beautiful, it isn’t immediately obvious as to where the agent actually is on the page. 

Note: Additionally, I am based in the UK, so I used a VPN to access the agent, as ordering or using the agent is restricted to US-based customers only. 

On the page, you can find the agent under the ‘AI Sous Chef’ tab. Within the chat, it is known as Olive. 

Immediately, I noticed that the agent has an intuitive, thoughtful tone. It takes 5-15 seconds at a time to think through answers to your questions, and was friendly without being overly agreeable. 

Olive gave me options for Dutch ovens in ascending price order, making it easy to check between them. It also stuck to the theme I asked for, and ‘Shop Now’ buttons were right there if I wanted to look into the options in more detail. 

However, this is where I began to notice some problems. I asked for it to help me choose the perfect one, and it just began repeating “please choose one from above” again and again. This did not last long; however, it quickly reset to a new message in about two seconds, essentially informing me that it was unable to provide me with a specific recommendation. 

Instead, it asked me if I had a preferred material for the Dutch oven, which I gave it, and it once again gave me options, this time more specific. 

Here, I tried to ask it to put the option I wanted directly into my basket, and it was not able to. Once again, it quickly switched the message from “please select the right one” to a message letting me know it could not do what I asked. 

When I asked for other kitchenware recommendations in that specific rustic style, it did not appear clever enough to suggest items that did not include the word ‘rustic’ in them, but it was close enough. 

I wanted to see if it could answer more than one question at a time, so I asked about delivery; when I would need to order by for Thanksgiving, and if there was a gift wrapping option. Once again, the quick-switching message phenomenon occurred. However, to the agent’s credit, it did identify when it didn’t have the answers and needed to hand me off to a human service representative. 

The same scenario occurred when I asked it about any current discounts; it pointed me to a web page, gave half an answer, and then suggested I speak to a rep again. 

Final Verdict  

In summary, Olive is decently helpful as an AI agent. It is friendly, responds quickly, and appears to make thoughtful suggestions – as thoughtful as artificial intelligence can be. 

However, it is strange that it corrects itself a lot in real time. This can give off the impression that it is not confident in what it is recommending, but at least it knows when to hand you off to a representative for more options. 

Pandora: Gemma Agent 

Next, I tried Gemma – the AI agent of UK-based jewelry giant Pandora. 

I was surprised by this one –  it does not seem to be anything like it has been advertised previously or at Dreamforce. For one, again, the agent cannot immediately be found on the website. In order to find it, you have to navigate to the ‘Contact Us’ page, and there you will see that this agent is a customer service agent, not an agent able to provide personalized recommendations. 

This is where my experience with Gemma ends, as it seems at least on this try, Gemma does not have the full range of capabilities demo’d at Dreamforce. It is a great alternative to perusing the FAQ page, but it does not seem to do much more than that. 

Salesforce explained that Pandora’s agent availability is as follows: 

• Clara: Pandora’s current Agentforce Service Agent who answers FAQ and WISMO via chat on the Pandora web. Clara is fully live in North America and the UK, and is scaling in other markets.
• Gemma: Went live in September 2025 in Australia, and is a personal shopper assistant to help customers choose the perfect piece of jewelry through a conversational interface.  Pandora will roll out Gemma to new markets throughout 2026.

Pepsico 

Unfortunately, for the Pepsico agent, I had even less luck. I could not find anywhere on the website where the agent was or was mentioned! 

Salesforce has explained to SF Ben that PepsiCo is starting its Agentforce rollout internally, beginning with service support in its call centers – so agents are available to internal users only.

Final Thoughts 

So, do these Agentforce 360 agents actually work? The Dreamforce demos looked glitzy, but it looks like they’re still in the early stages. Williams Sonoma’s Olive Agent was probably the most effective, sounding helpful and finding products, but struggled with more specific questions and recommendations.

The performance of Pandora’s Gemma Agent has not met the initial expectations set for a “personal shopper” in the UK market, functioning primarily as an advanced FAQ bot. PepsiCo’s agent remains in an internal, restricted state. While the underlying AI technology appears robust, the fully integrated, customer-ready features demonstrated have not been consistently deployed across all launch partners.