The Future Is Agentic: Highlights from the Dreamforce 2025 Tech Keynote

The Dreamforce 2025 Technology Keynote, led by Matt Dere, Senior Vice President of Strategic Sales, Technology, Media, and Telecommunications, confirmed a surge of optimism across the tech sector, with 70% of leaders reporting recovery—a 10% increase year-over-year.

Despite macroeconomic headwinds and increased competition, the shared mission is clear: increase revenue, improve customer experience, and do more with less.

The answer to this challenge is AgentForce 360 for Technology, a platform that builds on existing Customer 360 investments by bringing AI Agents together with humans to form a collaborative network across the entire organization.

The Agentic Mindset: Build Now, Analyze Later

Matt Dere highlighted a critical statistic: only 34% of tech companies have an agent in production, suggesting an "analysis paralysis." He urged a crucial shift in mindset:

• Parallel Maturation: Companies must mature their data strategy and their agent strategy simultaneously. Waiting for a "perfect" data warehouse will mean "missing the race."
  

• Maturity Model: It is possible to start simply, for example, by building an agent using product usage data from Databricks, and then adding data from other sources (like SAP order data) to create increasing levels of maturity.
  

• Core Goal: Simplify work so teams can focus on revenue-generating activities (both growth and retention).
  

Customer Case: Workday

Mohit from Workday confirmed that their Agentic journey began with realizing a dual strategy (agent and data) was essential. After activating over 60 use cases on 40 applications early on, they experienced "technological sprawl." This led to the creation of a universal data layer (in partnership with Salesforce Data Cloud and Agent Force) to provide agents with the necessary context and deliver differentiated experiences.

AgentForce in Sales: Simplifying the Revenue Engine

Natasha Janik, Director of Product Marketing, outlined how AgentForce boosts sales productivity, especially since sellers often spend less than 12 hours a week actually selling.

• The Seller-Agent Team: Every seller gets a 24/7 personal assistant that qualifies leads, prioritizes work, and consolidates everything into one view.
  

• The New Sales Workspace: Sellers like Hector get a unified window showing all the actions AgentForce has taken on their behalf (e.g., booking meetings). The agent fills in key opportunity fields and helps perfect pitches against competitors by accessing all product sales and marketing documentation.
  

• AgentForce Revenue Management: Makes it possible to generate quotes for any revenue type (subscription, consumption) in minutes, providing visibility into usage and enabling upselling.
  

• Partner Cloud & Partner Success Agent: The entire partner experience is unified. The new agent answers partner questions, proactively identifies incentives, and consolidates the whole incentives experience into one loyalty program.
  

• AgentForce Observability: Provides leaders like Laura (CRO at Wheelo) with insight into agent performance on key metrics like qualified leads and average time to close transactions.
  

AgentForce in Service: Transforming the Customer Experience

Service and customer success are critical for driving Net Revenue Retention (NRR), yet customer service remains one of the most underutilized use cases for technology.

Salesforce’s Internal Transformation

A video showed how Salesforce successfully integrated AgentForce into its own help site to provide immediate, accurate answers.

• The Result: Resolution rates soared to 82%, and the escalation rate to human support dropped to a mere 1%. Agentforce handled over 1 million support requests, freeing human engineers to handle more complex cases.
  

Customer Case: Reddit

John Thompson, VP of Market Strategy and Operations at Reddit, shared how they moved to AgentForce to better serve their fast-growing SMB segment, which demands rapid time-to-value.

• The Difference: Their deflection rate for questions that their old bot couldn't solve jumped from 14% to 58% with AgentForce. Customer chat time before receiving an answer was slashed from 9 minutes to 90 seconds.
  

• Key Enabler: AgentForce's ability to handle open-ended questions and search unstructured data was the key to this massive improvement.
  

AgentForce Voice in Action

A key service announcement was AgentForce Voice, allowing service agents to be implemented across voice channels in minutes.

• Demo Example: During a critical incident, an IT manager at Verde called Wheelo Support. The AgentForce Voice agent instantly:

1. Confirmed identity.
2. Created a P0 support case.
3. Isolated the affected server and emailed recommendations for forensic partners.
4. Warm-transferred the call to a Level 3 Support Engineer with all context, ensuring trust and speed in a critical situation.

By empowering service and success teams with AgentForce, tech companies are driving retention and revenue. The message is clear: Mature your data and agents simultaneously to become an Agentic Enterprise.