Dreamforce 2025 Recap: 6 Key Takeaways on the Agentic Enterprise
By David Okulicz, CEO at Kytec
I recently attended Dreamforce 2025 in San Francisco, and this year felt different. The hype around AI has finally given way to real substance. We’re now seeing what happens when the world’s most trusted CRM brings practical, working AI to life and it’s already driving measurable impact.
Salesforce appears to have made a deliberate choice this year: to focus less on futuristic predictions and more on what’s practical and ready right now. The big theme was the Agentic Enterprise – an organisation that runs with AI agents embedded across sales, service, marketing, and IT; and it’s no longer a concept, it’s a working reality.
1. Agentforce 360: Real-World AI That Delivers
Agentforce 360 was at the centre of it all. What stood out to me was how grounded the updates were. Salesforce clearly listened to customers struggling with the complexity and cost of running AI and the new features directly address those pain points.
The Agentforce Builder was a highlight. It lets you predefine parts of an agent’s logic, such as how it should prepare for a task and what to do afterwards, while leaving the core decision-making to the AI. It’s a clever balance between control and intelligence that makes outcomes more reliable, consistent, and cost-efficient.
2. Marketing Cloud Next: Power Meets Simplicity
After years of anticipation, Marketing Cloud on Core has finally arrived and it’s impressive. It delivers everything marketers know and love about Marketing Cloud, rebuilt for simplicity, speed, and infused with Agentforce’s AI capabilities.
It’s designed for both new and existing users: new customers get a fresh, streamlined experience, while existing users can integrate new AI features into their current setup. This is a major step toward making intelligent marketing easier and more accessible for every business.
3. Agentforce IT Service: A New Challenger Emerges
Salesforce also launched Agentforce IT Service, which I believe will shake up the IT service management space. It’s an ITIL-aligned, AI-powered platform with over 100 prebuilt integrations designed to deliver smarter, faster IT support at scale.
For organisations already running Salesforce across their business, this makes a lot of sense. IT teams can now operate on the same platform as sales, service, and marketing – bringing data, automation, and collaboration together in one place. It’s a clear and compelling alternative to ServiceNow.
4. Agentforce Voice: The Next Leap in Customer Connection
Another major announcement was Agentforce Voice, launching in Australia in February 2026. It’s already live in the US and set to change how businesses think about voice interactions.
This isn’t your standard IVR system. It’s a natural, conversational AI that can handle everything from customer enquiries to website interactions. The key differentiator is choice. Customers can decide to engage with an AI agent when they want to, rather than being forced into it. It’s flexible, human-like, and built on Salesforce’s trusted Agentforce platform.
5. The Agentic Enterprise: What It Really Means
At its core, the Agentic Enterprise is about super powering team.
For sales, it means proactive insights and automated follow-ups that help close deals faster.
For service, it means automating the resolution of simple tasks, and super powering humans for the complex.
For marketing, it means instant creative generation and truly personalised engagement at scale.
This isn’t about AI replacing people – it’s about amplifying them. By automating repetitive tasks, AI will free teams to focus on high-value, human-centred work.
6. Turning Global Innovation into Local Impact
For Australian businesses, success with AI starts with one thing: data. AI without data is like an engine without fuel. Once your data is clean and connected, you can start small with simple, high-impact use cases that prove value quickly. Internal automation projects are a great place to begin as they’re low-risk, fast to implement, and help teams build confidence before scaling to customer-facing solutions.
Governance is important, but Salesforce’s Trust Layer simplifies this by embedding data protection and compliance into the platform.
Final Thoughts
If there’s one message I took away from Dreamforce, it’s this: don’t wait. It’s a mistake to think you can catch up later. Once competitors start using AI effectively, their speed, agility, and efficiency will accelerate and widen the gap. Every month of delay makes catching up harder.
The good news? Salesforce has made it easier than ever to start. The tools are mature, integrated, and designed for outcomes, not just demos.
Dreamforce 2025 wasn’t about the distant future of AI – it was about the now. Salesforce has turned big ideas into practical tools that deliver value immediately.
The key takeaway is simple; the Agentic Enterprise is here. The organisations that lean in early will be the ones leading the next wave of growth and innovation. At Kytec, we’re already helping our customers take those first steps and the results are exciting! Alongside this, we are working on our own business and will have customer facing voice agents live once AgentForce Voice hits our shores in February 2026.
Start your Agentic Enterprise journey today. Book a Free Discovery Call with Kytec.
