AI You Want, Trust You Need | AIforce Keynote, Dreamforce 2026

Please welcome SVP Product Management Platform, Salesforce, Khushwant Singh.

All right, all right. Well, good afternoon, friends. It's so great to see all of you here today. I hope everybody's had a bit of lunch, is well caffeinated, and ready to go. Now, for the past— for much of this past year, I've been talking to customers about one question. Can Salesforce meet our users wherever they work outside of Salesforce? Because that fundamentally and increasingly is the world that we are entering. Yes, your users may be in Salesforce, but they're also in Slack, in Teams, in Claude, and other AI experiences. And increasingly, it's not just humans and people interacting with Salesforce.

its agents.

But before we go any further, I'd like to take a moment to thank all of you. Much of what you're going to hear and see today has been shaped through conversations with all of you— our customers, our partners, our developers, our admins, our builders. All of you have pushed us to think differently about what Salesforce needs to do in this new world. Because the nature of work is truly changing. Now, for decades, how people have interacted with enterprise applications hasn't really changed. You open an application, you navigate to the right page, you complete the task, you open the next application, and you do that whole thing over again. But AI turns that model inside out. Instead of people navigating to applications, The capabilities underneath those applications need to meet people wherever they are in the flow of work. But this is a profound change for Salesforce. We need to meet our users, our builders, the agents wherever they choose to work. But there's a difference. Agents interact very differently. with enterprise applications compared to people. Agents don't need a screen. Agents need the capabilities beneath those screens. Agents need access to your APIs, your metadata, your business semantics, your permissions, your governance. Agents need a different entrance into the enterprise. And it's for this reason that we here at Salesforce have been working over the past few months on our headless architecture, on our headless toolkit, we've opened up Salesforce and all of its trusted capabilities to any AI, any interface, any agent without requiring the Salesforce UI. And the response that we have gotten since introducing our headless architecture a few months ago has been really positive. Not because customers think that they're going to get there, but because it's already happening as we speak. And to meet that customer demand, we've been moving really fast here at Salesforce. As you can see over here, over the past few months, we've introduced hundreds of agent skills into a unified repository within GitHub so that agents can discover them and use them to effectively navigate, configure, set up, build in Salesforce. We've launched Agentforce Coworker. We have taken Data360, MuleSoft, Tableau, Informatica Headless, and most recently announced Claudeforce. Different products, different experiences, but all driven by that same fundamental shift. Salesforce's capabilities need to meet users wherever work happens. And we've learned something along the way, that the model alone is not enough. Now, don't get me wrong, today's frontier models are absolutely brilliant. They understand, they reason, they write, they summarize, and over time, they can even learn how you like to work. But enterprise work can get complicated really quickly. Just imagine asking an AI model to dispatch the right field service technician for the job, to help resolve a customer service issue, to help update an opportunity while adhering to your business rules. At this point, the AI model needs something that it doesn't have on its own. It needs an understanding of your business. And companies can't wait for the AI model to gradually learn your business, to completely understand your business. AI models need to be able to understand your business from the get-go and therefore require trusted enterprise context. And this is exactly where the Enterprise AI Harness comes into play. We rolled out a new vision for this. On the left, on one side rather, you have the frontier AI models. On the other side is your business foundation, your customer data, your metadata, your business semantics, your governance, your permissions, your workflows. The Enterprise AI Harness connects these 2 together, providing the frontier models with trusted access to all of the capabilities that you have depended on in Salesforce, to your business foundation. And so you can change the frontier models You don't have to change your business foundation. And when you bring the enterprise AI harness together with the headless toolkit and our headless architecture, something truly delightful happens. Salesforce's capabilities are no longer tied to any one UI. They travel along with you to the AI models that your companies choose, to the custom agents that your teams are building, to the custom applications, interfaces, agents where your customers, your partners, your employees are operating. Salesforce meets your users wherever work happens, which brings us to today's announcement. Introducing AI Force. AI Force brings all of Salesforce's capabilities to any AI, any interface, any agent wherever work happens. So whether your users are in Slack, in Claude, in Teams, any AI experience, AI Force brings trusted context, trusted workflows into the flow of work and flow of conversation. This is your AI, your interface, your Salesforce. And by your Salesforce, what this means is that AI Force brings all of the power of the Salesforce platform to you. It brings your Data 360, your foundation for data metadata to you. It brings your Customer 360, your business context, your business semantics to you. It brings your agent force, your digital workforce to you. All of this grounded with Salesforce's trust and governance. So let's bring this to life in 3 chapters. First, we'll show you what it actually means for a business user to use Salesforce outside of Salesforce. Next, we'll go under the hood and show you how builders can create these headless experiences. And finally, we'll hear from our friends over at Anthropic and Deloitte on what this means in the real world to accelerate your return on investment. And to get us going, please welcome my colleague, Shannon Matthews.

Thanks, Kush. Hi, everyone. I've been at Salesforce 12 years, and I couldn't be more delighted to share my first keynote with you all today. For myself and my team, building AI Force has been all about creating the experiences we all want. Today, we're going to talk about bringing you the AI that you want with the trust your enterprise needs. When we started this journey, we asked ourselves, what does it mean to let the AI do the work for you? If you were to log into your preferred AI app of choice and simply ask it, what does my pipeline look like this quarter? What would it say? If you were to ask 2 different agents the same question, like, help me prepare for, and how do I prepare for my upcoming customer meeting, would they provide the same outcome? And who's with me when an agent has done something that you definitely didn't want it to, right? Who's there? Yeah, it's not fun. Now, With AI Force, you have the same trusted outcomes grounded in your business context, meeting you right in your flow of work. We're going to get started with our most exciting partnership yet, Claude Force. Who's excited? Come on, let me hear it. Love it. We have been co-developing with Anthropic over the last few months And Quadforce is all about bringing together the number one AI with the number one CRM as our preferred head for AI force. Myself and my incredible team have been co-developing with Anthropic, and we couldn't be more excited to be shipping our first-ever Salesforce-specific plugin for Claude. It's been a wild journey and a heck of a lot of fun. And what I love most about this is that it's so easy to set up. In just a few clicks, you have seamless authentication back into Salesforce connected to all of your tools. It's so easy to use. Simply have a conversation with Claude. I want to give a big— and last but not least, we are so excited to share, as of this week, we are now in beta for all customers To go use it and check it out. Woo! Let's take a picture here. We have this— everyone get out your phones, take a QR code picture. We are so excited on both Anthropic and Salesforce for you to go use this, get your teams starting giving us product feedback. We couldn't be more excited. I love all the phones up. Make sure you get the pictures. Send it over to your team, how you can use Salesforce and Claude. So let's see this in action. Meet Stellar Media. They're an events management company. They are planning a massive music festival, Stellar Fest, coming up in a few days. I made the terrible mistake of trying to plan my wedding a few years ago, and I'm still scarred years later. This is really stressing me out. So how does a company like Stellar Media come together to plan the chaos of a massive music festival and tens of thousands of screaming fans when all of their teams are using different tools to interact with and engage with Salesforce. I want to give a big thank you and kudos to our incredible demo drivers, Jackie and David. Let's give it up for them.

All right.

Let's get started in Salesforce and Claude. So here we are with one of Seller Media's sales reps on the sponsorship side. She starts her day of work, opens up her laptop, right in her flow of work, Claude. She comes in and is leveraging our new Salesforce for Sales specific— and we've been co-developing this plugin with Anthropic over the last several months. Now, she's a high performer, but she doesn't like doing work alone. Who does? And thanks to Claude, she can now go in and leverage all of these out-of-the-box box skills that we've been co-developing and creating with Anthropic to help her be more productive as a sales rep and help her with account summaries, pipeline reviews, forecasting, deal hygiene, and many more. So, as we mentioned, she's a top-performing sales rep, and she has a massive sponsorship on the line for this quarter. So, she simply goes into Claude and asks, is there anything that's putting this deal or this sponsorship at risk? In the background, Salesforce and Claude is going to connect to our new Salesforce MCP server, as well as those out-of-the-box skills that we just saw. It's going to also connect to the web, email, calendar, all of your call notes, your Slack messages, and come back with a very tailored response of where we are with this $1.4 million sponsorship with Helio Mobile.

Uh-oh.

Unfortunately, there's a new red flag on this sponsorship that's putting this deal and sponsorship now at risk. Claude surfaces that Helio Mobile has been promised 200 VIP seats for this upcoming concert venue, and 50 of these VIPs have no place to go for the upcoming StellarFest festival. This is not good. So the rep wants to go one level deeper to better understand, is there anything else in this sponsorship that's putting this at risk? Claude comes back, does that same thing connecting to all the tooling grounded in the Salesforce business context, and come back. Okay, we at least have some good news here. Claude says, this is the only thing that's putting this sponsorship at risk. So now, our sales rep knows exactly where to focus. And Claude's already gone one step further and says, hey, would you like to remix this sponsorship package? There's actually availability at the Skyline Terrace for these 50 VIPs for the upcoming same festival. Heck yes. Yes, please. Let's definitely do that. And in the background, we're providing read/write access back into Salesforce just in a click of a button, but never leaving our flow of work, Claude. Claude's also gone a step further and drafted an email that we can fire off to the customer to summarize exactly where we are with this $1.4 million sponsorship and where those 200 VIPs need to be going for the upcoming festival. Now, we mentioned that this is a high-performing sales rep, and she doesn't like surprises. Who does? She doesn't want this to happen again with a future sponsorship. So she goes in and simply asks, Claude, help me build a sponsorship readiness dashboard that I can see all of my sponsorships in my book of business and anything that is putting them at risk or calls to action I need to take to be aware of them. In just a click of a button, Claude has created an incredible whole new surface area. We are now putting building in the hands of sellers. I started my career at Salesforce in the strategy and built many reports, dashboards at Salesforce, and it's a journey. Who's with me? Building reports and dashboards is a journey at Salesforce. I would've loved to have Salesforce in Claude. This is a game changer. In just a few clicks, you're building a whole new surface area and command center grounded in your Salesforce business context that's updating real time. We have launched this internally to our entire sales organization, and it's been really fun to see the friendly competition across the sales leaders that are building their own command centers to run their daily business, just like we see here with Stellar Media. Wow, there's so much to love and see there. We just saw with Salesforce and Quad how easy it is to make read-write changes, remix a sponsorship package, all in your flow of work. We also saw how easy it is to connect to all of your tooling grounded in your business context, and how incredible, just with a click of button, Salesforce and Quad can create whole new surface areas for sales leaders to be builders, and have really a dashboard that's showing them exactly what's happening in their business and where to focus so they can spend more time with their customers. But Salesforce and Claude isn't the only surface area you all are working with Salesforce. Many of you might be using Slack and Slackbot. I know myself and my team, we use Slackbot every day. We love Slackbot. In Slackbot, I trust. I know many of you also are finally excited that we're bringing Salesforce to Teams. Who's with me? Yeah, we're doing it.

Woo!

Also, making Agentforce Coworker, many of you are using that as your collaborator of choice for Lightning UI. And in talking to many customers like yourselves, your internal teams have different processes and using different tools. But you want that grounded in one single source of truth. Let's see how they are able to do that. And that's exactly the same for Stellar Media. They are planning this massive Stellar Fest, chaotic, tens of thousands of screaming fans that are coming to this music festival. How are they able to do that when all of their teams across event operations, ticketing, venue crew, program lead, are all working on different tools? So, let's see how they have one single source of truth. So, here we are with the event ops team for Stellar Media. We meet them in their flow of work, Slack. It's the day of Stellar Fest, our massive music festival, And it's the morning of, and they're running their day-of readiness checklist. Slackbot comes back and runs exactly where we are with, how are things looking for tonight's concert? Unfortunately, uh-oh, it looks like we have something that's putting our VIP access at risk. Slackbot's surfacing that we have almost 4,000 VIP records that tripped up overnight, and almost 500 VIP guests that are gonna be turned away at the door. This is not good. These VIPs are expecting red carpet treatment. These VIPs have been planning their outfit for days. I mean, I know I have, look at me. So we need to, in a click of a button, yes, let's go ahead and log a ticket for our ticketing ops team to figure out exactly what's happening. Here we meet our ticketing ops team picking this up right here in Slack. And they go the next level deeper to better understand exactly what happened and tripped up overnight. They have a full detailed root cause analysis of those 4,000 records and VIPs and say, do we wanna reactivate? Heck yes, we need to reactivate. We have doors opening in just several hours, and we need to remediate this as soon as possible. And another click of a button, it's 8:13, we've totally resolved this and remediated the 4,000 VIP access in less than 15 minutes. Now we're good to go. Last but not least, we're moving to our event venue crew, meeting them in their flow of work. Copilot. Copilot, they're about to brief the staff on site and the gate check to say, are we all good with the Helium Mobile VIPs? And what does the gate staff need to know? Copilot comes back with a detailed response and says, All clear, we're good to go. And goes the next level deeper and says exactly what the gate staff need to, need to call out. Do not turn away any of those VIPs for Helio Mobile, and make sure you escort them to ticketing operations on site. If there are any problems, they're able to get in and attend the concert. Last but not least, we move over to our program lead for the event. StellarFest is opening, doors opening in several hours. This person's sole job is to ensure that everything goes swimmingly across all of these teams for every screaming fan. We meet them in their Flow of Work, Agentforce coworker, and they simply ask, give me a program review of how we are tracking for tonight's festival and event. Agentforce coworker comes back with a readiness checklist. Gates all clear. Staffing clear. Sponsorship activation clear. VIP access been resolved, all clear. I love a good list, and I love when it comes back with everything checked off. What is incredible is that now this lead can feel confident going into tonight's venue and concert that all of the screaming fans are going to have a delightful experience. Wow, there is so much to love with AI Force. What made that transformation truly incredible is that it happened across Claude, Slack, Copilot, and Agent Force Coworker. We're going to go one level deeper with AI Force, and with that, I would like to welcome and introduce my esteemed colleague, Hello, everybody.

Thank you, Shannon. Wasn't that great? Our overflow room is cheering us on as well, if you can hear them in the background. Now, I've had the privilege of working with Kush and Shannon for a number of years on our platform side, really building and growing the platform as we've seen over the last 20-plus years. And with AI Force, what we have seen is this true transformation of how we're delivering all of the capabilities that we've given you for the last 20 years, but now giving them up to your agents, making your agents and your Salesforce platform instantly agentic. Now, to do this, we're using the Headless Toolkit. The toolkit sits under— underneath AI Force and gives you everything your agents need in order to contact, work, and program with Salesforce, whether that's our APIs and MCPs, which tell the agents how to actually communicate with Salesforce, or your skills and plugins, which give them the instructions that they need to perform the work in the correct order at the correct time. Or widgets and our headless experience layer, which allows you to build pixel-perfect UI that you can deliver onto any surface that your users and agents are on. Or identity and observability, so that as your admins and your security-conscious users will be able to track, identify, and understand everything the agents are doing across the platform. But this is a Salesforce platform. So, everything that you've invested in over the last 20-plus years is now instantly available to AI Force via the toolkit. All of your custom objects and custom fields that you've built, all of your user identity and now agent identity, all of the permissioning, Close, Apex, business rules, all of that is now available to your agents. And how do we build this? Well, we're going to go into the Salesforce setup. We're going to open all of the deep menus, open the object builder. You're going to use Vibes and the IDE, right? Well, up to now, that was what you had to do. But we're actually focused on giving you the flexibility and the speed that you need in this agentic world. We want you to work where you want to work. You need to build once and deploy it anywhere. And you need to empower all of your builders, regardless of their skill levels. So, we're pleased to announce and show you Salesforce Development in Cloud and our Headless Experience Layer, or HXL. So, let's jump into the demo. So, Stellar Media has StellarFest coming up. They've built all of the workflows that Shannon showed you, but now they actually need to also get this out to their fans. They want to build their fan experience site. We start in Claude, and we can see the new Salesforce development plugin, where it includes all of the skills that you need to be able to develop against Salesforce. The metadata grounding, Salesforce compute, all of your objects and history and everything you've built, along with the instructions of how to deploy and interact with Salesforce. All instantly available. Now, as a developer, all I need to do is simply ask Claude to do something. Well, not quite just ask him. I also provide them with a little bit of instructions through this Markdown file. Now, this is just simple English language where I tell them everything I want in my fan experience site. And when I'm ready, we can go ahead and ask Claude to actually build that. The first thing that's going to happen is Claude's actually going to look in and see what's in your org. It's going to find out what objects you have available that can be reused, what needs to be extended, what needs to be added to your org. And I can go through here, and we can look and decide, yes, everything looks good. And when I'm ready, all I have to do is just say, Claude, let's build it. Now, we can see actually the changes being made, additions to the org. We can see the compute coming in. We can see all of the fan site and mobile app being created. And because we're good developers, we can also see validations and tests that I've asked Claude to run to actually verify that, yes, this, this app is going to work. Now, what we see is a list of everything that got created afterwards. We can see that an object was created. We have a, a couple of new fields that were added. Uh, we have some headless experience cards that were created in. We have that trusted compute that we've talked about. And we also have a React bundle. So, because we have announced multi-framework for Salesforce, you no longer are limited just to the Lightning experience. You can now build in the framework of your choice, like React. And let's see what this actually looks like. So, we have this wonderful React-based site. Our fans can engage with it. They can go and find out about StellarFest, what is next on their— their agenda, how do they get there, what is the time, and they also have that concierge agent that we created. Inside the agent, we can see these wonderful little widget cards, these headless experience cards that deliver the look and feel that I want to give to my users as they're interacting with the agent. Now, the headless experience layer is something that we have— we released earlier this summer. And we'll jump into the headless playground. So, Headless Experience Layer, HXL, this allows you to build once and deploy anywhere. Now, we can not just tell you to start from scratch, we're giving you a number of templates that help bootstrap the experience that you want, that you can fully customize and edit to your needs. And we see the widget that Stellar Media has created. We see Adam's information, what it will look like on Agentforce, what it will look like on Slackbot, ChatGPT, Claude, all retaining that similar look and feel so that regardless of what surface my users are in, they're gonna understand what's going on, and they're gonna be able to interact effectively. But we also have one more thing. I mentioned that empower every skill level. I'm extremely excited to announce to you today, Builder Central. Builder Central is the native Salesforce low-code and administration interactive interface where you can use— you can build everything you need for Salesforce. You can configure, build, deploy your apps. You can set up and manage all of your Salesforce customizations. And it's built on the Salesforce platform that you trust to manage all of your data and applications. So, let's jump into the Builder Central demo. And we're going to start off in a completely different experience than what you would see in the standard setup. We have a box that allows you to type in whatever you want and just interact in a natural language with the agent. And we also pre-bundle a number of templates so that you can get started. Sometimes looking at the white blank box is a little intimidating, so we'll help you out there too. And we can actually open up that same Stellar Media fan experience site that we just saw. But I've switched roles. I'm a product manager. As much as I like to think I can develop, I can't. I live in Google Docs. I just write out my product requirement docs, and that's what I want to give to the agent. And that's exactly what I can do here. We can go ahead and just explain and write out what we need, and the agent will be able to translate that into the actual code that we want. So, we can see our data map or our, our objects that were created. We can see the concierge agent that was created, and along with that agent, we see 5 different subagents that were also created to handle very specific tasks, tasks like manage my bookings. Now, all of this is great, we're looking at it, but StellarFest is, you know, a huge thing for Stellar Media, and we're noticing that the branding is not quite where we want it to be as we're launching this huge event. Well, I can interact with Builder Central and just ask it to update my branding to the latest that we have on Contentful, our CMS. We go ahead and do that, and right away, it's available. It's able to be deployed. It's connected to the entire Salesforce ecosystem, ready to go. But this fan app is not just on the web. Like everything else, we need to be mobile as well. As we switch into our mobile experience, we can see that same look and feel. The same agents are available, and that if we open up the agents, those same widgets are developed— delivered directly to the surface of choice. Now, building is great. We all love it. This is going to help our builders do so much more across the entire spectrum. But we also need to make sure that you're not compromising trust. As we have more and more builders on the system, as we have citizen development, as we put our sales teams teams in charge of developing and building. We also have to make sure we're maintaining the trust, we're maintaining the security and authorization that your admins and your control centers need. So, 2 pieces that I'm excited to announce about to help with this. The first being Agentic Identity, a first-class way to give your agents a unique identity on the Salesforce platform. so that you can control and access their governed management— governance of everything they're allowed to do on Salesforce. Everything these agent identities do across a system are tracked, traced, and monitored. And how are we doing that? Well, we've layered in the standard Salesforce capability of access control, along with a paired agent. So, my user may have full read, update, edit, and delete permissions to my opportunities. That's something I trust my humans with. But as an admin, I never want my agents to be able to delete data. I just don't trust them yet. So, I provide them with the scope that only gives them read and edit access to that opportunity. Additionally, my running users may say, I don't quite trust the agent to edit the opportunities for me. I'm going to only give them read access. And this effective access limits what the agent is allowed to do for that specific user on that specific task that they're asking them, all built on the same security model that you've used for the last 20 years with Salesforce. And Limiting the access isn't the only thing. We also need to be able to track and manage and monitor what those agents are doing. And with Observability Center, that's exactly what you're going to get. You're going to be able to trace everything that your agents have done on the system. You're going to be able to diagnose issues as they happen in real time, and you're going to be able to see the entire call chain that these agents have done on the system for each of those actions. So, let's jump into the last demo to show these 2 things. First, we're going to start with scoped controls, scoped access controls, and we see an example here where we can go in, and what we see is that my agent is allowed create, read, and edit access to my accounts and opportunities. I trust this agent with that level, but I don't want them creating fulfillment orders or venue records. So, I've completely removed the create access from that. Through the simple, very familiar way, you are able to edit exactly what your agents are allowed to do on an object and field-level basis. Once we have these controls set up, we now want to see what they're doing, and welcome to Observability Center. Here, you'll be able to see that we have 2 agents active on my org. They're making 1,800 requests a minute. We can see the latency and the error rate. We can get this bird's-eye view of everything that's happening as agents on my system. We can also see the full trace stat— history of what these agents have been doing, and we can just drill straight in. Here, we see the entire call chain, like I said. We can see that it was an MCP request that went to an API call that went to a flow, and if we want more information, we can drill into each one of those levels uniquely and see everything that's going on. Now, with all of that, we have seen a ton of innovation with AI Force. We, we have the headless experience layer, GAing now, Builder Central, agentic identity, and observability and tracing. But to see how our customers are actually putting this to use today, I want to introduce my colleague, CMO of Platform, Natalia.

Thank you, Jay. It is absolutely amazing to be back here at Dreamforce. I'm what we call a boomerang. I used to work at Salesforce. I left. I learned a few things, and now I'm back. I've been gone for 5 years, And I have to say, a lot has changed, but one thing has remained consistent, our commitment to our core values, and especially to customer success. And that is because we know more than anything that in order to deliver ROI, every innovation that we build and ship has to actually make your work better, And also make your day just a little bit more fun. So we have had thousands of conversations with customers really trying to understand and anchor on what does it mean to deliver AI ROI for your people. We know at the core of it, it means that you have to have context, the same context in every single tool. That's why we brought AI Force out. We're so excited about it because this means that everywhere that you work, you have the same information and you don't have to learn anything new. There's no switching costs, no mental adjustment from one place to another. It's all familiar to you. 2, we have to have security and governance. Look, all of us know that if our CISO doesn't trust us in AI, we're not going to be able to use it. With our new identity and observability that Jay talked about, every single one of you will have a CISO that trusts AI in the system, and that means you get the freedom to build and create. And third, we've learned that you have put a lot of work into building out Salesforce, and we wanted to make sure that your investments in Salesforce go with you. Our headless toolkit and Salesforce MCP ensures that everything that you've invested in doesn't need to be rearchitected. All of it gets to be brought into these experiences, and you get to leverage what you already have. Now, we're going to talk to 2 customers. They have very different starting points, but one shared lesson. AI has to be trusted It has to bring trusted context with it, and it has to be in the flow of work. The first customer that I'm going to bring out is Anthropic. Now, not surprisingly, Anthropic works in Claude, and it was important to them that they had Salesforce. Even Anthropic needed to have Salesforce to accelerate their go-to-market, and so they built Salesforce in Claude, and brought Salesforce into the flow of work. Please join me in welcoming Scott White, Head of Enterprise Product Management, to the stage. Hey, Scott.

Hi. Thanks for having me.

Yes. Number 1 AI and number 1 CRM. It is fun to be on the stage together.

That's right.

So, you spend a lot of time with your teams. What made you decide to bring Salesforce into the flow of work?

Yeah, a few ingredients I think all came together at the same time. The first is Claude actually got smart enough to work across a wide variety of workflows instead of just answer questions. The second thing is the model context protocol and the ecosystem around it started really getting big, and so Claude could access more context and more people were building more context into Claude. The third thing is we had an amazing harness and surface in Cowork that actually allowed Claude to have sort of to actually do stuff for you instead of answering questions. And then the last thing is we had really good sort of primitives, we call them, for customization, things like agent skills, which allow you to encode your organization's workflow directly into Claude. So, the combination of all of these things started happening, and we saw sort of citizen developers, or, or like builders, 'cause everyone can now be a builder, start to build their own workflows inside of Claude and Cowork. using those ingredients. And sales was interestingly, like, the biggest and fastest growing one internally. We saw a lot of salespeople, because we're growing the business very significantly, we're hiring a lot of salespeople. It was a really, you know, hair-on-fire problem to figure out how to onboard, ramp, and scale all of these salespeople. And so, we saw a lot of people building their own workflows into Salesforce, which we were using as our CRM, and continue to do. And so, that was sort of an area that we saw. We started talking to our customers, and we said, there's definitely something here. we should go and partner with Salesforce and go really big.

That's awesome. It's definitely true that salespeople will figure out how to solve a problem and be inventive about it. I'm curious, now that you have this Salesforce and Claude experience, how has it changed the day-to-day life of your sellers?

Yeah, I mean, a lot. People don't really use UI anymore. I think they just talk to Claude, and we're already pulling in all of our transcripts from customer conversations. We're pulling in emails, we're pulling in Slack conversations about those customers, And in the background, Claude is just keeping Salesforce maintained for those sellers, which is awesome. They don't have to do any more manual data entry or anything. And then downstream of that, a lot of really important workflows are built on that. People are doing pipeline reviews and forecast calls. You know, the product management teams are building voice of the customer programs on top of the data that lives in Salesforce with the right governance. I'm not allowed to write back to Salesforce. But, and so, These people are building these really important downstream sort of workflows that are critical to the business, all grounded on top of that data. And we're also now using other more collaborative work product surfaces. People are building decks and docs that they're sharing internally, all grounded in that customer context. Those things used to be handoffs between different teams who would build decks that go back to the customer, and now they can just do it themselves. And I'm very excited that what we've seen, and we've actually measured this, is that our new sellers are actually as productive as veteran sellers, which is crazy. We've scaled a lot, and it's really amazing to see all of that expertise and those workflows encoded into Salesforce and Claude together, which makes a day-one person almost as productive as a veteran. So, that allows us to scale really, really well.

That's pretty amazing, Scott. Thank you so much for sharing that story. What I love about it is that bringing Salesforce into Claude allowed everyone to be more productive, And especially your sellers.

Thank you. Absolutely.

Thank you.

We have another customer that we get to talk to, and they are all about transformation. And that's because Deloitte has known for a very long time that you can't just have a single front door to work. Some people work in Relationship 360, or they might work in Claude, they might work in Slack, or they might work in Teams. The interface doesn't matter. When you are a headless organization, you have to bring information into the flow of work. I would love to call up Harry Dalwani from Deloitte. Harry, it is so great to have you here.

Thank you.

We have a deep partnership with Deloitte, and it's been really great to spend time chatting with you and your team and hear about how You're integrating our new tools and innovating and really leading to transformation for both your customers and partners. I'm curious to know, since we've been partners for a long time, what really gave you the confidence to think of us in this new medium?

Yeah, no, it's a great question. Thanks for having me here. You sort of answered it in the way you said it, right? We have a 20-year partnership. When we think about what this opportunity was, it was an opportunity to build upon the foundation we already had. Some folks might not know, Deloitte runs its front office the way we serve our clients. The front office runs on Salesforce. We have Sales Cloud, we have Agentforce, we have Informatica. And so this was an opportunity for us to advance our headless strategy without starting over, but building on the trusted data we already had, building on the permissions that were there, building on the governance. And so that was the first reason. The second reason, when we were given early access to this, we were very excited because we work with both Salesforce and Anthropic, and we were able to test the product in a variety of personas across our business. And so we got to see what did this look like day to day for our people, and then we tested it in our innovation center where we have financial services, personas, where we have healthcare personas. And we got to provide that feedback early on. And so that really helped build the confidence for us.

That's amazing. I love how deep our partnership is. And I know you all are early in your days with the Cloudforce or Salesforce and Cloud product. And I'm curious to know, how's it going? What's your initial take and insights?

Yeah, so first off, our people are super excited. It is early days. But the signals are very, very positive. No one wants to get up and log into another system. No one wants to click in on another tab. In my role day to day, I often have to chase, where are we on this opportunity? What's happening on this deal? Are we sure we're collaborating with the whole firm? Nobody wants to, first off, answer my emails, and they don't want to click on all these places. And so the opportunity to meet our people where they do their work, Help them have more time back with their clients, less time having to be chased by me. That was the value. And so we're really excited to take this forward in the organization as well.

That's amazing. I love hearing the impact that it's had. Thank you so much, Harry.

Thank you.

Overall, what I hear is it's all about less friction, More action, and just getting more ROI for your people and your business. Now, I'm really excited that we get to announce today—

too far?

I think I went a slide too far. But we are announcing Agent Exchange. We're announcing that we're expanding AI Force into Agent Exchange. And I'm really excited about this because you're going to be having access to the best—

I'm sorry.

apps and the best builders. And we have tons of companies already inside the marketplace, and you're really going to have the opportunity to expand your footprint with Salesforce to any surface or interface. The other thing is, you know, I just want to say thank you for all the partners who are building in the Agent Exchange. It is incredible to see the work that you're doing. And if you're a customer that's building We would love to know more about what you're up to. We have heard a lot of information today, and I know it's hard to absorb it. I want to leave you with one final thing. I came back to Salesforce because I thought there was a new way to experience CRM. And I think what's most important about the changes that you're hearing today is that it's really anchored on making your people successful in the flow of work. And that's because we know that AI plus trusted context is incredibly powerful, but it's most powerful when it unlocks people to do what they do best, which is bring judgment, care, and inspiration to the work. And so we're really thrilled about these changes and, and what you can do and what you can build. Now, I do have one more thing I get to talk about, which is prizes. There are 5 golden tickets underneath your chairs, If you have one, there's instructions. We found some tools and, and toys that are very much oriented for tinkerers, so I think you'll really enjoy it.