Dreamforce 2025, as always, is set to be a transformative event, showcasing Salesforce’s commitment to an AI-first, agentic future. From advancements in Agentforce to strategic acquisitions, the conference promises to unveil innovations that will redefine user operations. Here are our predictions on key themes at this year’s pinnacle ecosystem event as the crowds start to check in in San Francisco!
Evolving Agentforce: The Agentic Enterprise
At the heart of Salesforce’s transformative vision is Agentforce, the AI-powered platform designed to automate complex workflows and enhance human productivity. The latest iteration, Agentforce 4, introduces several key features:
- Multi-Agent Orchestration: Agentforce now supports seamless interaction between multiple AI agents, enabling them to collaborate on tasks and share insights. This advancement is particularly beneficial for large organisations requiring coordinated, Agent-to-Agent efforts across various departments.
- Enhanced Observability: The Agentforce Command Centre provides administrators with real-time visibility into agent activities, allowing for better monitoring and optimisation of AI workflows. Command Centre gives admins this omniscient view via intuitive dashboards and visual workflow maps. It highlights task progress, handoffs, and potential bottlenecks, while logs and alerts allow quick diagnosis, helping teams ensure AI runs smoothly and efficiently.
- Unified Workspace: The addition of a new unified workspace for admins and developers also streamlines the process of designing, testing, and deploying AI agents, reducing time-to-value for organisations.
Flexible Pricing Models
Salesforce has expanded Agentforce’s pricing options to include new models that provide organisations with the flexibility to choose the payment structure that best aligns with their operational needs and budget constraints. These are:
- Pay-as-You-Go: Ideal for businesses with variable usage, this model allows companies to pay monthly based on the number of Flex Credits used, with no upfront commitment.
- Pre-Commit: This option offers discounted rates in exchange for an upfront commitment, making it suitable for companies with predictable AI usage.
- Pre-Purchase: For businesses with consistent demand, this model allows organisations to buy credits in bulk and use them over time, ensuring cost-effectiveness.
Agentforce’s updated pricing also includes industry-specific add-ons. These cater to specialised needs across various sectors, ensuring that businesses can leverage AI capabilities tailored to their industry requirements without heavy customisation.
For example:
- Financial Services: Automated fraud detection, loan processing assistance, and compliance monitoring.
- Healthcare: Patient intake automation, appointment scheduling, and secure data handling.
- Retail & E-Commerce: Personalised recommendation engines, inventory alerts, and customer support automation.
- Manufacturing: Predictive maintenance, supply chain monitoring, and quality control insights.
To cater to user needs, it’s possible that Salesforce may make even more improvements or tweaks to their Agentforce pricing model, so this is certainly something to keep in mind as we head into Dreamforce.
SMB-Specific Accelerators: Bridging the AI Gap
Recognising the challenges faced by SMBs in adopting advanced technologies, we predict that Salesforce may introduce accelerators designed to facilitate smoother transitions into AI-driven operations.
Zero-Cost Trial Periods
To lower the entry barrier, Salesforce could offer a limited, zero-cost, production-ready trial of the Agentforce Accelerator for enterprises with low numbers of employees. This initiative would enable businesses to experience the benefits of AI automation without incurring initial financial commitments, providing a risk-free opportunity to assess the platform’s impact. We have seen a number of ISV partners, such as Breadwinner, offer similar activation trials of their integrated agents, so this could be in the pipeline for Salesforce, too.
We know that Salesforce is enhancing its support for SMBs by offering tailored implementation services. These include personalised onboarding, training sessions, and dedicated account management to ensure that SMBs can effectively integrate Agentforce into their operations and maximise its potential. We certainly expect to see more dedicated spaces and sessions at Dreamforce and World Tour. If you are a small business looking to invest in your agentic future, we encourage you to keep an eye out for these focused opportunities.
Service Cloud Voice: Elevating Customer Interactions
This will certainly be a significant talking point at Dreamforce this year. Service Cloud Voice integrates telephony directly into Salesforce, unifying calls, AI insights, and CRM data in a single interface. By providing real-time AI assistance, suggested responses, and automated call logging, it enables agents to resolve customer issues more quickly and accurately. This seamless blend of voice and AI not only boosts agent productivity but also ensures a consistent, personalised experience for every customer.
Salesforce continues to enhance this groundbreaking feature, integrating AI capabilities to improve customer service operations:
- AI-Powered Interactions: Service Cloud Voice now leverages AI to assist agents in real-time, providing suggestions and automating routine tasks to improve efficiency.
- Omnichannel Support: The platform offers seamless support across various channels, ensuring consistent and personalised customer experiences.
- Integration with Agentforce: Service Cloud Voice integrates with Agentforce, enabling AI agents to handle specific tasks and further enhance the support process.
Here at Performa, we are very excited to learn more about the roadmap for Voice. We believe that this technology, announced at last year’s event, even has the potential to make more waves market-wide than Agentforce itself. A new horizon of customer experience.
Strategic Acquisitions: Strengthening the AI Ecosystem
It’s worth mentioning that Salesforce has recently made significant acquisitions to bolster its AI capabilities, especially when it comes to trust and data security:
- Informatica: Acquiring Informatica for approximately $8 billion enhances Salesforce’s data management and integration capabilities, critical for AI-driven operations (Salesforce Investor Relations, May 2025).
- Own Co.: The acquisition of data-security startup Own Co. for $1.9 billion strengthens Salesforce’s data protection and compliance offerings, ensuring secure AI operations (Salesforce, 2024).
Something Salesforce does exceptionally well is understanding and leveraging its core strengths – like CRM, AI automation, and workflow orchestration – so it can focus on areas where it already excels. At the same time, strategic acquisitions allow Salesforce to quickly fill gaps in capabilities, particularly around user and customer data. This ensures robust data management, compliance, and security while enabling richer AI-driven insights. By combining internal expertise with acquired technology, Salesforce can offer a more complete, reliable, and innovative platform without reinventing the wheel, and the benefits are passed on to us as users. We imagine that data protection, security and the Einstein Trust Layer will be heavily featured in the keynotes and sessions.
Core Suite Enhancements: A Unified Platform
As we all know, Salesforce is continuing to integrate AI across its core suite at a rapid rate, providing a unified platform and an enhanced user experience.
- Unified Workspace: The new unified workspace for admins and developers facilitates the design, testing, and deployment of AI agents across various Salesforce applications. This makes it much easier to deploy and iterate with Agentforce.
- AI Integration: AI capabilities are now naturally embedded across the core suite, enabling intelligent automation and insights within applications like Sales Cloud, Service Cloud, and Marketing Cloud.
Looking Ahead
Dreamforce 2025 marks a pivotal moment in Salesforce’s journey towards an agentic enterprise. With advancements in Agentforce, enhancements to Service Cloud Voice, strategic acquisitions, and a unified AI-powered core suite, Salesforce is poised to lead the next wave of market transformation.
Attendees can expect in-depth sessions, hands-on demonstrations, and insights from industry leaders, providing a comprehensive view of the future of AI in business. For those unable to attend in person, Dreamforce 2025 will be streamed live on Salesforce+.
As we approach the event, the anticipation builds for what promises to be a groundbreaking showcase of innovation, collaboration, and the future of AI. Stay tuned to hear the announcements and get the Dreamforce recap. If you’re in San Fran attending the event, come and say hi!