Differentiate Your Fulfillment with Agentic Order Routing | Dreamforce 2025

And again, thank you so much for being here today. I'm certainly thrilled. Not just about the topic today, but more around the domain and the space of order management. I've been with the order management team for the past five to six years now and look, there's been a lot of disruption in that space. There have been new ways to deliver orders, there's been new AI innovation that's been delivered and now we're in that new agentix space, the new Agentic era. And we'll be diving into exactly how you could start to use that in the AI excuse me, in the fulfillment space. There's two things we're going to focus on today. Today's focus is less on slides, more on live product and code that we'll be doing a deep dive tour on. So first is I'll just take us through a little bit around our product and our vision and where we're really going with the product. And then following, we'll go through a live demo of agent 2 routing. My name is John Carderas. I'm on the product marketing team at Salesforce. I'm on the agent Force commerce side. As mentioned, I've been on the order management team for about five to six years now since we've launched the product based here in San Francisco and really excited to take you through some of the new innovation that we've got here stored for us. So let's start with the product vision, let's start with our solutions, let's start with where we're going. And we really start with Unified commerce. Unified Commerce really spans between the physical and the digital worlds. And we see order management really sitting in the center of this. It sits in between both B2B and B2C. It's created to help drive unification and loyalty driving experiences on the commerce side. But then also order management sits in the center of that. We see that as kind of like the heart of the business or the glue of the business where you can drive contextual order information across all of your different back office systems and bring that into Salesforce where your business users are and your business strategy. And we also are focused on our point of sale for our retailers and brands. Order management sits in the center of that, bringing all omnichannel orders into the center of of your business. Now I will say the demands of your order management have changed. There's really five different ways that we've seen the progression of order management and where we've been and where we are today. What once used to be disconnected experiences has now become unified commerce. It's now connecting the physical and the digital. Like we said, it's connecting your different omnichannel experiences regardless of where those live. And it's driving consistency across your brands. It's flow based order routing. It's now becoming agentic. We now are shipping new agents as well as new skills that are available for our customers to use and also our flow based order support. This is now made available on the storefront for your customers to be able to engage with your brand when things go wrong and help resolve those lower complexity, higher volume cases that come and hit the service center space like a Where is my order status? Delivery status is now turning into an agentified delivery estimation. And then of course customers seeing a out of stock notification is really now taking advantage of our new advanced inventory segmentation to help reduce those out of stock notifications and make sure your stock is full. But this is hard for our brands today. We realize that and at Salesforce we really look into the research around where our customers are in this space. It's disconnected order management that's really making this difficult. Our legacy order management systems just simply weren't built to scale seamless post purchase experiences and drive customer centricity. There are four themes that we found that were getting in the way between our customers and our business buyers. The first was the inflexibility of the customer experience on the storefront. The next was some of us are using green screens today. Some of us are using the old AS four hundreds that are kind of shown on the left hand side. Not built for scale or customer centric experiences. And then of course it's disconnected furthest away from your customers and of course back office. And that's why we created Salesforce Order Management. We built Salesforce Order Management because we are directly from retailers and brands and manufacturers and healthcare providers all over the world. And they needed a solution to help them scale to cut costs and grow revenue with an order management solution. A customer centric order management solution. When we built this, there's four criteria that we really focused on. The first is the order support and agent actions. We're really honing into the order servicing and order support category. This brings contextual order data that maybe lives in the back office into the front office and allows our customer, or excuse me, our service agents to be able to service those orders efficiently in service cloud. The next was real time omnichannel inventory. This is our revenue driver. This powers inventory directly on a product detail page or anywhere that you would like to surface. That Inventory as a microservice for your customers and powers our distributed order management workflows that are purpose built for cost, speed and sustainability based off of that real time inventory availability service. And of course lastly and why we're here to talk today is the automated order routing. Now automated order routing is built off of, like I said, the distributed order management workflows that we've got. We ship the product with over 30 of those today which helps our customers go live fast. We're now also bringing AgentForce into that which Saket will take us through in just a moment here. This allows our customers to use prompts to make adjustments to any of those complex supply chain order routing workflows. We wouldn't be here without our customers today. It's such a privilege to work with these businesses and brands across the world. We've got over 5,000 orders per minute that are being processed across 20 different industries that our customers participate in and over 140 million orders that have been processed just in 2024. With that, I'd love to turn it over to Saket. Let's take a look at this product in action. Saket. I'll turn it over to you.

Right, thank you John. Thank you John for handing it over. Hey everyone, I am Saket and I am a product manager for the order management space here. So jumping into the feature that we are here to talk about, I'll not call it a feature which is our agentic order routing. It's how we are re envisioning on how the routing happens within the Salesforce order management system with the help of AgentForce. Now we understand that the world of commerce is very dynamic in nature and because of this dynamic nature there are a lot of actions that our merchants have to take to react onto a given situation with the help of AgentForce and leveraging the agent force capability to reason and to act. We are here to support merchants and in time of those needs. As of the past, most of the routing logic that we have is a flow based static rule driven. With this we have ensured that in case a merchant has to react for a situation, they can go ahead and react it and carry out the necessary actions to ensure the business is not disrupted. With AgentForce we get reasoning, we get action and merchants know it's a business the best without a lot of delay. I'll just directly jump into the demo that we have planned out today. So here we are on one of the storefronts. Let's ahead, let's go ahead and look for some hiking shoes that I would want to buy. All right, the search is there. I can see your shoes. I'll go ahead and place an order for a given size for ease of simplicity. What I've done here is I've ensured that all the details are saved. This is how a shopper would experience. Now, as soon as I place an order, this is where the order management journey kicks in. Once an order gets placed, we have to determine what is the location through which this order has to be surfaced. Behind the scene, we have our distributed order management which ensures that the correct location is picked for to service the particular order. Let's have a look at that. So this is the order management screen. Well, let's just cross check the order number. Let's see. Cool. I see the order coming in to our order management system. Now, a piece of information here that is handy is that this order management system is not just hooked to your E Comm websites. It is also linked to your POS systems. It could be linked to your other systems. Every information can now be ingested onto the order management systems that we have today. In this demo, what we are looking at is the E. Comm or the demandware systems that we have. This is also supported for our B2B use cases along with it. The moment an order gets placed, what also happens is that we create a fulfillment order which basically stores an information from where that particular order is to be fulfilled out of. When we have a look at it, the fulfillment order that will be generated out of this store will carry out the information of where that order is to be fulfilled from waiting on the fulfillment order to come through. Let me just refresh the screen. All right. While it takes some time, let's talk about what. What are the different pieces that we support within the order fulfillment orders that can come by when you place an order? The order can be. The order can consist of multiple items. What we essentially call a fulfillment order is what are the different locations through which those orders can be serviced out of. If I have five products added in a single order and that cannot be serviced at a single location, it can be fulfilled out of multiple locations. So in such situations, what will happen is that we'll have multiple fulfillment orders getting created for the storefront. In this particular example, we just placed an order with one item, so we should have the fulfillment order created. There you go. We have a fulfillment order created which is out of a location of Delta Park Lane. Now we understand that the world of commerce is dynamic in nature. There is a potential possibility that I may not May no longer be able to service an order for a given duration. We have our flows built in. It's an unprecedented scenario that can come by. And a simple example here. The customer had gone ahead and ordered a hiking boot. I was expected to get a shipment today, but I'm not getting it today or my warehouse is down. I have a flooding in my location. So I can no longer fulfill the order out of the location that we are seeing here. So what can I do at this point of time? My flows are determined. It works. But this is an unprecedented scenario and this is where we'll use agentforge to help our merchants solve this particular problem. So let's go to agent. Let's talk to agent. Let's describe about our problem that I want to say that do not use. So I'll just get the location name. Delta Park. Delta park for hiking boots for the next 24 hours. This instruction is like how your chatting with an agent that you're basically picking up a phone and saying that, hey, there's some issue with my location. I don't want to use this for the upcoming few hours. I go ahead and pass in an instruction. Notice that the instruction that we have provided here is having information around. What do you want to do here? The agent had gone ahead and analyzed that. What exactly is there at that particular location for the existing orders? So what you're seeing in the first response from the agent is that there are three allocated fulfillment orders for the product you have mentioned. It's now recommending me two things that I can carry out from here. I can ensure that no orders consisting of that product is routed through to this particular store. And it is asking me to reject the existing orders in case I want to do so. So let me go ahead and do both. Okay, how can my agent help me here? All right, the agent has drafted an instruction and at this step, the agent has gone to the next level and it is asking me that do you want to get. Do you want to have this specific information? Because with this matching product name, I could see that there are multiple SKUs that are there. Now I know from my retailer that, okay, the shoes that are coming in will be impacted across all the categories. So I'm just going to go ahead and say that this description looks good. All right, now this instruction is asking for a name. I'm just going to save it with avoiding Delta park for hiking shoes. Let's see what the agent does. Beyond this point, what is happening in the background is that it is understanding the instructions that we're giving in natural language and it is stored, storing this instruction as part of a new entity that we are shipping with this package that we have built in. Once that instruction is saved, it is asking me that, what do you want to do now? Of the three existing orders that are there, it's giving me an option to reject it. I go ahead and say, yes, please go ahead and reject the orders. Now, what we would be seeing here is that the order progress is happening. Now from a shopper perspective, we want to ensure that my shopper journey is not impacted. If I have to place a new order on the storefront, the shoppers should still get the product. It's a responsibility within my order management system to now figure out a different location through which this particular order can be serviced. So let's go back and create a new order with the same product. I come back, I am a shopper. I'm looking for another piece of hiking shoes. I go ahead, do a checkout with all the saved information that is there. I go ahead, I place an order and then wait for this order to get reflected within the order management systems. Now let's come back. All right, let the order come through. Sorry. While the fulfillment location is getting determined here. Now let's see what exactly happened when we pass in all of those instructions. And as a merchant, what are the different capabilities that we have today? So with this, what we get is basically a new option which is basically called the order routing instructions. Now, there are some instructions that are placed in the past. So this effectively ensures that whatever instructions that we are providing to our. That whatever instructions are being provided to agent, we are tracking that. This essentially will also act as an audit log through which you know that in case there is an agentic influence, when we are placing an order that is being stored here, the same information will also be cascaded to all the orders on which we have an agentic influence, wherein an agent has taken an action on behalf of a merchant. Today, we are storing that as part of a notes. All right, let's go back to my order screen. Let's see if the order. So I go and see. Have a look at all of the order summaries. This was the order number that was picked up. Cool. There you go. I see that. Now a different location is picked up. It was the same product, similar size. Within the flow, you had three options of locations through which that order could be fulfilled. The first one you can no longer use. Now you can potentially use the second one and the agent has gone ahead and did it all by itself. This begs the question what happened to the first order? The first order that was placed, we rejected that order. But what happened beyond it is something that we'd like to see going back to the original order. Let's see what's the status of fulfillment order in that situation. There you go. What we are effectively seeing here is that not that the original fulfillment order was rejected because the location can no longer service that particular order. It went ahead and it found out a new location. It created a fulfillment order for that location and ensured that from a shopper perspective, the experience is not tarnished. They get their product in the best possible way, ensuring that our SLAs are met and we are doing the right thing. What we saw here was a glimpse of what we are looking into it from an order management perspective. Order management system with the help of agent force these are the actions that we have built which helps our merchant tackle the unforeseen situations and the scenarios that can happen in any E commerce business. Going ahead, we will see much more investments into this area. Where right now, what is action? We will bring in an angle of recommendations to the merchant based on how the business is recommending a merchant that where do you want to fulfill these orders from? Is there a specific business KPI that's important to you? Do you want to optimize on cost? Do you want to optimize on time? All of that information or I would call it suggestions are something that will get prompted to the merchant by an agent. The merchant can go ahead and take a decision if they want to adopt that recommendation and have that incorporated within their business logic which is ensuring that whatever you have built, the agent is there to assist you. The agent is there to guide you. The way you can look at it is that there is an invisible agent who's just ensuring that your business is running seamlessly, the products are getting picked up and it is getting delivered out of the location which satisfies your business needs. That's for the order routing demo. Thank you so much for being here with me for this time.