Salesforce: The #1 Agentic AI CRM

From there, identify your initial high-impact use cases, transform your existing processes for humans and agents to work together, and build a trusted, unified data foundation that provides a single source of truth for every decision. Salesforce is built for CRM integration, making sure that your business is able to share data across internal and external applications. Sales Cloud is just one part of Salesforce CRM, which is built to be used by teams across your business, including Service Cloud, Marketing Cloud, Commerce Cloud, Salesforce Platform for IT, Data 360, and more. Salesforce is built to be a scalable and customizable CRM, so that it can meet the needs of businesses across all sizes, stages, and industries.
Desk.com was a SaaS help desk and customer support product acquired by Salesforce for $50 million in 2011, and consolidated with other services into Service Cloud Essentials in March 2018. Salesforce CEO Marc Benioff said in a June 2025 interview that artificial intelligence performed between 30% and 50% of internal work at Salesforce, including functions such as software engineering, customer service, marketing, and analytics. Launched at Dreamforce in 2016, Salesforce Einstein was the company’s first artificial intelligence product.
Automate workflows, unify and integrate data and thrive in a new era of tech, powered by trusted AI. Connect with customers proactively to deliver AI-powered, high-value experiences. Learn more about how Salesforce AI delivers trusted, extensible AI grounded in the fabric of our Salesforce Platform. Zero copy enables organizations to easily connect and use all of their data within the Salesforce Platform without needing to move or copy data between platforms. And we know how important unified data is to trusted AI, so we make it easy to bring in any external data to Salesforce with our Zero Copy Partner Network. With the MuleSoft Anypoint Platform™, you can connect any system, application, data, and device to unleash the full power of the #1 AI CRM.

• We also operate a robust SaaS marketplace, AgentExchange, where partners build custom apps to extend your use of Salesforce.
• Salesforce is used by companies of every size, stage, and industry around the world, providing many CRM examples by successful businesses across sales, service, marketing, commerce, IT, and more.
• Increase client trust, recruit and retain the right talent and build a vibrant work culture.

In 2018, the not-for-profit organization Refugee and Immigrant Center for Education and Legal Services (RAICES) rejected a US$250,000 donation from Salesforce unless the company ended its technology services to U.S. The terminated employees called on the company to open-source the software after being dismissed. ShinyHunters has conducted several widespread data theft and extortion campaigns against Salesforce and thousands of its customers as noted by Google’s Threat Intelligence Group/Mandiant, Salesforce, and the FBI. Heroku immediately revoked all affected tokens and notified customers to update https://salesforce-consulting-companies.com/ their credentials.
In November 2007, a phishing attack compromised contact information on a number of Salesforce customers. In 2013, Salesforce and Oracle announced a nine-year partnership focusing on applications, platforms, and infrastructure. In 2012, Salesforce announced plans to build a data center in the UK to handle European citizens’ personal data. In 2018, Salesforce acquired several companies, including MuleSoft, a cloud service company, for $6.5 billion, as well as Rebel, an email services provider, and Datorama, an AI marketing platform. In 2016, Salesforce acquired Demandware, a cloud-based provider of e-commerce services, for $2.8 billion and Quip, a word processing app, for $750 million.
Salesforce launched a suite of features called Salesforce Foundations in September 2024, bundling connected functionality across department-specific Sales Cloud and Service Cloud products. Other services include app creation, data integration and visualization, and training. Additional technologies include Slack.Salesforce also offers a free CRM for small teams of up to two people. In November 2022, Salesforce announced it would terminate some employees from its sales team. In August 2022, Salesforce surpassed SAP in total revenue and market capitalization to become the world’s largest enterprise applications software company, according to industry analysis. Salesforce justified the premium based on anticipated synergies from integrating Slack’s messaging platform with its CRM services.better source needed

Analytics

Force.com applications are built using Apex, a proprietary Java-like programming language, to generate HTML originally via the “Visualforce” framework. Salesforce licensed the right to use Albert Einstein’s image and likeness from the Einstein Estate under a 20-year agreement for $20 million, restricted to business software applications. In September 2016, Salesforce announced the launch of Einstein, an artificial intelligence platform that supports several of Salesforce’s cloud services. Also, in 2009, the company launched Service Cloud, an application that helps companies manage service conversations about their products and services. In 2006, Salesforce launched Idea Exchange, a platform that allows customers to connect with company product managers. It also provides software for sales, customer service, marketing automation, e-commerce, data analytics, artificial intelligence, agentic AI, and application development.

Salesforce Platform

In September 2014, SFV set up Salesforce1 Fund, aimed at start-ups creating applications primarily for mobile phones. During a keynote address, Benioff asked international employees to stand and then quipped that “ICE agents were in the back of the room to keep tabs on them.” In September 2025, Benioff drew criticism after announcing that Salesforce had eliminated approximately 4,000 customer service roles following the deployment of AI-powered support agents. In September 2023, Salesforce acquired Airkit.ai, a creator of AI-powered customer service applications and experiences. Do.com was a cloud-based task management system for small groups and businesses, introduced in 2011, and discontinued in 2014. Launched in 2005, the Salesforce AppExchange is an online app store that allows users to sell third-party applications and consulting services.