# TDX 2026 Main Keynote | Replay

## Метаданные

- **Канал:** Salesforce
- **YouTube:** https://www.youtube.com/watch?v=aKsZdyyzcfU
- **Дата:** 15.04.2026
- **Длительность:** 1:18:00
- **Просмотры:** 108,406

## Описание

Be at the forefront of the biggest shift in software. Watch the TDX main keynote to hear from hosts Patrick Stokes and Joe Inzerillo about game-changing innovations and the trends shaping the future of development. Get a first look at the breakthrough innovations redefining Agentforce, Slack, Data 360, and the core platform.

#TDX #Salesforce #Developers #Agentforce #AgenticEnterprise #keynote #Keynotespeaker #FutureofWork #DigitalTransformation

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Disclaimer: This video is for demonstration purposes only. All account data depicted is fictional and does not contain personally identifiable information (PII). This content is intended solely to illustrate product functionality in a simulated environment.

## Содержание

### [0:00](https://www.youtube.com/watch?v=aKsZdyyzcfU) Segment 1 (00:00 - 05:00)

Please welcome President and Chief Marketing Officer, Salesforce, Patrick Stokes. — All right. [cheering] Good morning. Good morning, San Francisco. Good morning to everybody joining us from around the world to our customers, our partners, our employees, of course, our incredible trailblazers. Good morning. Welcome to TDX. We are so happy to have you all here with us today. You know, this is our annual developer conference where we bring together all of our builders, our developers, admins, architect, everybody building on and with Salesforce and we walk you through all of our latest innovation, all of the tools and capabilities that we've built specifically for all of you, everyone here in this audience building with Salesforce. And I don't think there's been a more important time to have this conference, to have this event, cuz I don't know if you've noticed, but the way that we build software is changing like a lot. The way we built software 18 months ago is different than 12 6 months ago is different than like yesterday. It is changing so rapidly. So, we want to spend this next hour or so unpacking all of the new tools and capabilities that we've brought together for you. Now, of course, before we get started, we have to do one thing, which is, of course, we have to thank you. Thank you to all of our developers, our admins, architects, customers, employees, everybody joining us from around the world, watching us online. We appreciate the time that you spend with us, all the feedback that you give us, all of the challenge that you give us. We really appreciate it and we really couldn't do it without you. Now, I don't know if you know this. I didn't actually fully realize it until just a few weeks ago, but this is no ordinary TDX. This is actually a very special TDX because there's a birthday in the room today. And that birthday is not any one person. It's actually TDX itself. Today is the 10th anniversary of this event of TDX. And really, you know, the timing doesn't quite work out, but it's close enough. What that really means is that this is the 10th anniversary of the entire Trailblazer movement in general, which is just amazing to think back. Now, we spent some time, we started pulling some photos from the archives and we were thinking, what can we do to celebrate this moment? And then it hit us. We had an idea. There was one person in particular that had the vision for this, that had this idea to bring all of these people together, all of you that are building and helped create an identity and a sense of fun and excitement in everything that you do. Now, that person, she's been off building her own company for a little while, and we're really proud of the work that she's doing, but we thought, what if we could get her back just for one day on a Salesforce stage? So, I'm so excited to welcome back to the Salesforce crowd for a minute, Sarah Franklin. Sarah, welcome. [cheering] [applause and cheering] — Sarah, you got some fans. You got a few fans. — I'm going to cry. — That's — um Thank you, Patrick. And thank you everyone. And just for the record, it's not just me. This is a vision of many people that had the belief in what this community could and should be. And it's incredible to think it's been 10 incredible years together and I'm so thankful to be here with you all today to celebrate. — Well, I think you've had an incredible impact on so many people in this room, myself included. A lot of people don't know this. You pulled me into the platform team and then you went to marketing and you pulled me into marketing as well. So, it's just been uh you've had an incredible impact on my career and I think so many people here. But just I thought maybe [cheering] I thought maybe just for a moment I think it's really important that if we just kind of go back right and just reflect on why did we do this? Why did we create you know you had this vision you know we've got dancing mascots right like how did you come up with this and why is it so important that everybody you know has this trailblazer mentality. — At first you forgot the bedazzled shoes. We have bedazzled shoes in the house. — We have bedazzled bracelets. Like we bring the shine. We bring the smart, but we bring the sparkle. Of course, you see with our golden hoodies and everything. Um, so we brought the energy. Yeah. And you asked the question, why? Well, you know, a decade ago, we had this conversation with Mark and with Parker and with many about the incredible opportunity that Salesforce brought, not just for companies, but for communities and for people, for people to blaze trails and do incredible things. You didn't have to have a college degree. computer science degree to earn six figure salaries in US dollars um having a career in tech and we made that pathway for people and we said okay it's not just about you it's about the people behind you around you above you below you bring them all together and that's why we did it because we believe in a world where there's opportunity for all

### [5:00](https://www.youtube.com/watch?v=aKsZdyyzcfU&t=300s) Segment 2 (05:00 - 10:00)

— um this moment AI is actually an incredible moment right now because we're all on the same starting line tech has had traditionally a problem with not having equal representation — and this is an opportunity for us. So that's what it means to blaze a trail. That be together here with Salesforce is that we care about the people first. At Lattis is what we do is we care about people and their performance. And as much as we'll see about AI and the agentic enterprise, the most important thing is that we do it for people. — Yeah, absolutely. Well, thank you. Thank you for reggrounding us and our people. Well, we're going to hear a lot about agents today, but we're going to hear just as much about all the people that are bringing this all together. You know, we were backstage just a moment ago and you were showing me a jacket that you had and you said, "Should I wear the jacket? " And I said, "No. " And that was not fashion advice. That was practical advice because, believe it or not, you have not yet joined the ranks of our golden hoodie winners. And we thought [cheering] that we would change that today. So, here you are. you in that way. — Uhhuh. — You know, I put it on her. — I have never put on one of these. — Never. Now you are. Look at that. You look amazing. Let's get a photo. All right, Sarah. Thank you so much. I'll give this to you. Enjoy the rest of the show. [applause and cheering] — All right, the OG, the mother of TDX, Sarah Franklin. Let's give it up one more time. All right, so let's get into it. So, of course, we need to start the same the show the same way that we always do, which is of course reflecting on our values. Our values of trust and customer success, innovation, equality, and sustainability. You know, these values, they're more than just words on a slide. Right now, they literally are just words on a slide, but they are so much more than that. It's baked into the way that we operate this business, build our software. And you can really see that when you get into to uh the way that we give back. This idea that we call the 111 model. This idea that business can be the greatest platform for change where we give back 1% of our time, our equity, our product back into the local community. And I say this every time I look at this slide. The thing that impresses me most is not Salesforce's impact, but it's the impact of the 19,000 organizations, the people in this room that have joined and adopted this model as well. And I hope 19,000 more will do it over the next few years. Now, you might wonder where is all of Salesforce's impact going? And in many cases, not entirely, it's going all around the world, but in many cases, it's going right here into our own backyard. right here into the Bay Area, into San Francisco, into Oakland. And in many cases, it's going back into children's health and into local education, local schools. This is where I like to spend my time with the kids, showing them how these new AI tools work because look, if we're all going to lose our jobs to people that are better at AI than us, it might as well be to our own kids, right? I think that's a good way uh to get after it. Yeah. So, uh so thank you. So look, bu running an organization, a business of this size, while giving back this much, it can be challenging to do, but we do it. We believe that we can do well while we're doing good. And you can see this the results of this right here on this slide. This incredible growth trajectory that Salesforce has been on. But I want to make one thing absolutely clear, which is that we can't do that without all of you. The people in this room that blaze trails, that push your organizations to connect with your customers in whole new ways. It's because of all of you that we've been able to grow. And innovating for 27 years, building new capabilities and new tools, bringing people into the era of the cloud and into SAS, social and mobile, into the first wave of AI and now into this second wave of AI, this wave of agentic AI. Now this is I think in my opinion the most important technology shift, disruption, change, whatever you want to call it that any of us will experience in our lifetime. And it creates an amazing opportunity, an opportunity for every organization to change the way that they build, operate. And we call this opportunity the agentic enterprise. And we think that every organization, every business from small to huge need to become an agentic enterprise need to move to a model where humans and AI agents are working together across every workflow to build better customer experiences to build uh processes to deliver productivity at a rate that we've never seen before. And for many of you in the room, you many of you are coders. You can see this. You feel this that first time you start using coding agents where

### [10:00](https://www.youtube.com/watch?v=aKsZdyyzcfU&t=600s) Segment 3 (10:00 - 15:00)

you start to realize and start to feel and see that maybe I'm not one engineer anymore. Maybe now I'm an engineering manager. Maybe I'm really a product builder at large and I have a team of a 100 coding agents who can help me build. This is an incredibly powerful motion to go through and we think every organization needs to do it and many are already getting started. We have some incredible customers that are already becoming agentic enterprises. Take Lumen, one of the uh country's biggest telos, Lumen. You know, one of the problems with a telco is your customers, you need them to renew their contracts when they're up. This is a timeconsuming effort and sometimes uh things fall under the cracks. So, Lumen turned to Agent Force. They're using Agent Force to become an Agentic Enterprise and now saving over 300 hours per week and picking up making sure all of those contract renewals are happening. Or take ADP, one of the world's largest HR service providers. Did you know that one in six employees in the United States is processed by ADP? That's just an incredible number, some ADP fans over here. All right, great. Uh, I lost my train of thought. Uh, great. You know, you expect applause moments and then you don't expect. Anyway, so here we're going. Uh, so this is, you know, when you HR, this is a tough environment. you know, people have questions about their paycheck. They onboarding and they get a lot of calls and uh ADP turned to Agent Force to help them there as well. Or uh or maybe PenFed, you know, PenFed, this is a credit union. This is a regulated industry. This is a tough place to be. You have to get things right because there are rules, regulations, there are laws. Worst, you know, best case scenario, you break it and you get fined. Worst case scenario, you go to jail. And so PenFed turned to uh turned to Agent Force uh for IT service. This is new from Salesforce. You know, we all have these devices, phones, laptops, software. I have a clicker. You know, sometimes these things don't always work and you got to go create a ticket right inside of it. Well, now Agent Force can handle those tickets for you as well. And PenFed is handling 75% of their routine tasks. But they're not the only ones. We don't just want our customers to be out there doing this themsel. We want to do it internally because you know what it turns out building these things it's a lot different. It's a little tricky. You're going to learn a lot today about the difference of building deterministic systems where you have an input and you have an output and you can always count on that output in a probabilistic world. You can't count on it being the same. And so we wanted to go and build with these new agentic tools oursel and we've done that. This idea we call customer zero. We're now handling our service cases on help. salesforce. com. Every single developer inside of Salesforce now is coding with agents so we can innovate faster than ever. We're learning what it takes to do this. [snorts] And I think every organization should be doing this. Certainly with developers, but also with this help. salforce. com idea. This idea that now we can have agents helping our customers quickly. This is a clear use case that everybody can go get started on right now. Now, we don't have it perfect yet. Some of you over here have told us that we don't have it perfect yet, and we're working on it. And you're going to meet the gentleman in a moment who's working on it with us. But we are excited that just a few weeks ago or maybe last week, we launched Agentforce Voice for 1800 no software. This is our 1-800 help number that we've had for 27 years. It is now powered by Agent Force. I highly recommend all of you go call this when you get out of this. Don't do it now, please, but call this number when you get out of the room. Talk to Agent Force. I think you will be blown away by the experience. And if you're not, just tell them I sent you. Actually, don't do that. Tell them Joe sent you. And if you don't know who Joe is, I am about to introduce him. So to walk us through all of this innovation and how Salesforce specifically is becoming an agentic enterprise and how to use these tools, we want to introduce someone new to the TDX stage. He joined Salesforce about a year ago as our head of it, our CIO, and we've recently given him some product as well, quite a bit of important product. So, please welcome our new president of enterprise AI, Joe Enzella. Joe, appreciate it. All right. Good morning, TDX. Uh, thanks a lot, Patrick. I'm going to take a little bit of a plug because I'll tell you about the 1800 software is awesome, the voice, but also the slide before that when we talked about the help site. Just a shameless plug. Uh, I did that in my last gig at SiriusXM. I built a help site. I did it uh it was underway but I really leaned into it at here at Salesforce. Everybody needs one. Help. comp whatever you have filled in your name there needs one of these things. It's the best use case because it's really straightforward. You get the ROI right the way right away. I think it's fantastic. So just a shameless plug because I think it's one of my favorite use cases with Agent Force. But here we're going to talk to you about a lot of other agentic stuff. And I think you know Patrick mentioned this at the beginning and I like [clears throat] that integration graph that we had that shows all the different

### [15:00](https://www.youtube.com/watch?v=aKsZdyyzcfU&t=900s) Segment 4 (15:00 - 20:00)

stuff that we've been doing over time. And the thing that's really interesting about it is there's a separate graph, you know, separate from mobile, separate from these other things. It's the nature of the way that we develop software. And so when I was in college, I learned waterfall. Uh waterfall was sort of lot of planning, a lot of really refined requirements, knew what you were going to do a year out, sometimes three years out, but waterfall was one of those things that was very popular. But the advent of the internet, web really drove a change. And I think the speed at which people were moving, you could deploy software was very different. And so we moved to agile. And that's really kind of ruled the day for the last 20 some odd years is this agile development, right? Points, rapid innovation. You could deploy right to the web. You didn't have to get to distribution. shrink wrap the software in a box. But that transition took a long time. Took many, many decades for that to really cut over. This one that we're in right now, the agentic revolution, is by far the most impactful thing that I've ever seen in my entire life in computer science. And that agentic revolution is interesting for sort of two reasons. And I think it's important to talk about both of them. The first reason is that software traditionally with some exceptions of some AI models and things like that were running in the background has been deterministic. You put in a set of data, you write some procedures and the same thing comes out the same side every day. Every day exactly the same. 1 plus 1 equals 2. And so we're writing that now using Agentics. So we have these amazingly powerful coding agents and you're going to see so much stuff that we're doing with those coding agents. It's going to be incredible. But we're also using those coding agents to do a totally different type of software development which is the probabilistic side. So when you think about an agent, generative AI, it's not going to do the same thing every time. It's kind of a little bit like a person. Even if you're a subject matter expert, if you get asked the same question on repetitive days, you will not answer it exactly the same way. And while these are not human, they are digital labor. And that software development life cycle is really different. And so we're going to talk a about that coming up. But getting that kind of grounding of the fact that we are now building both these deterministic things and these agentic things using agentic tools is a very different way of doing it. So what does that mean for the builders? So you all in this room are builders. You know whether you're a developer or an architect or an admin. What does this mean for you? The thing that it means for you is you have never been more powerful. These tools are absolutely incredible. It's amazing. Anybody who's used them, there's a before and after moment. There's a, oh yeah, I used to write code in this IDE. And then it's now I talk to an agent and that agent writes the code for me. It's incredibly impactful. But there's something that's a little off. And I think especially when we think about the enterprise use cases, why are a lot of enterprises struggling to actually get these agents deployed to take advantage of this agentic revolution as powerful as incredible as it is? Why? I'll think, you know, I'll give you a little hint. 55% of companies, enterprise companies say that the biggest problem that they have is they do not have enough AI talent. So they want to do it. In many cases, their board is telling them to do it, but they just don't have the kind of depth of talent. Okay, that's where you all come in. So despite what you may have done with Salesforce in the past, despite the fact that you probably spent most of your careers in determinism, today we are going to show you how that changes. you can use Salesforce headless 360 to change the way that you're fundamentally developing code. not just the agentic side which we've talked about at TDX and other things like that or at the Dreamforce but also the deterministic side. So how can you really take advantage of this revolution and this is one of the things that's foundational to it which is this drawing which you've seen probably quite a bit. The system of context where the data lives how does it define and ground your organization. absolutely incredible wealth of data in here that's required to build these experiences and then you have the system of work where a lot of you trailblazers probably spent a lot of time configuring using sales service uh marketing now those things are all integrated into that layer of work with all of the cool acquisitions and things we've done along the way and then the system of agency you've heard a lot about agent force you're going to hear a lot more about

### [20:00](https://www.youtube.com/watch?v=aKsZdyyzcfU&t=1200s) Segment 5 (20:00 - 25:00)

agent force slackbot other cool interesting things that are agents working for you to help you do things. And then the system of engagement, you know, it doesn't take a long time to rewind back and say that like really the Salesforce system of uh engagement was lightning, but now it's much richer, much more extended. All these surfaces that you can actually do things with like Slack, like you uh React, like some of these other agents themselves being inside some of these agents. So, we're going to show you that. But while this drawing is cool and incredibly powerful and grounds everything that we're going to show you today, this slide, I think, is more exciting because at my heart, I'm a nerd. And nerds like REST APIs. They also like MCP APIs, as it turns out. And so, every one of these systems is represented in these endpoints. And these endpoints are what you're going to use or more accurately the agents that are working on your behalf are going to use to build both deterministic and probabilistic experiences with agents. And this is incredibly powerful. This decomposed system that you can compose into things that you want and direct it aentically. But not only are we giving you all these endpoints, we're giving you an opinionated view of how you make them work in concert with each other. So one of the things is if you think about a deterministic workflow. These are kind of the steps that almost everybody does, right? You build and you can see a bunch of things up there. You could take a picture of it. We're going to show you a whole bunch of it. So you know there'll be money plenty more time where we dig into some of these things. But we build using these set of tools agentically. Now we test and evaluate agentically. Now we deploy those things that we have built and then we observe them to make sure that they're working. That's a pretty standard software development pattern. It's a pattern that we've been doing for a long time. What's changed about it is not just the tools that agentically allow that to happen, but the fact that you can scale this process up and you can actually add the components that are required that are a little different when you're talking about probabilistic agents. Experimentation is a huge one. These agents are very complex. It's not always obvious that if you make one change that you're not going to have an unintended result in the way that the agent performs. that is crucial and we're going to go deep into that today. Uh the control and orchestration like a single agent is amazing. A legion of agents changes the way that your company works. And that is the reason that we're going to talk to you a lot about control and orchestration as well because that is a huge unlock. That is the thing that really allows this to scale beyond just sort of the individual contributor world to this massive the whole company runs differently. But we're not just doing this ourselves. it for ourselves with our own tools. We are absolutely 100% committed into working on this in an ecosystem that is open. I think one of the things about agents is they hate boundaries. Agents do not like to stay in a silo. They want to talk to each other. endpoints. And that's why it's absolutely essential that you can take a look at this chart and you see the who's who, the hyperscalers, the AI natives, a lot of folks that you probably already work with from a consulting standpoint, all using the same family of tools, this huge open platform that's now there for your taking. And Salesforce is an integral and driving force behind this open ecosystem. And I think that becomes incredibly powerful. The other thing that's incredibly uh powerful is the Salesforce ecosystem. So many of you have probably bought things from our partners inside of our exchanges of various sorts. But one of the things that we're announcing now is the agent exchange. This isn't just full agents, it's skills and other things that you can use in this decomposed composable system that is Salesforce headless 360. You can use these things to build your own experiences. So as an individual trailblazer, agent, pleaser, developer, you don't have to build everything yourself. You can take advantage of the rich ecosystem that we have here and put those into your product so you can move faster, focus on the things that deliver value for your company. Now, the other part of that is I'm going to talk to the other side of the room. For those of you who want to put things in the exchange, we're announcing this $50 million fund to help you do that. So for Yeah, there we go. — So for all the agent blazers, for all the trailblazers out there, you can now build these things and you have a way of monetizing them in our marketplace. And

### [25:00](https://www.youtube.com/watch?v=aKsZdyyzcfU&t=1500s) Segment 6 (25:00 - 30:00)

this is just going to add to the, you know, hundreds of thousands of people that have donated their time and put product in there that they've been able to be compensated for. And that's an incredibly powerful thing. And we're leaning in. So we talked a lot about the general gist. There's all these sort of things and we're going to keep going high and low because agents kind of do that, right? They get down in the dirt and then they go all the way up to the high level stuff. You know, you talk to them in these high level ways, but composability and that ecosystem is a theme I'm going to keep coming back to. So, I want to introduce you to a company that I think is absolutely super fun. Their name is Engine. Uh, for those of you I guess they're not sitting with the ADP people, but you'll know them after this. There we go. uh you'll know them after this uh presentation here, but actually everything we're going to do in the rest of the keynote is going to revolve around engine and show you how engine did what they did. But they are an agentic first B2B travel company. So think of them like concur but they basically make these APIs available to other folks to dip into it, but they're 100% agentic themselves. And it's an amazing story. So to do a better job of explaining it than me, let's actually hear from the engine team. — Engine was a company going through explosive growth. There's now a thousand of us inside the company. It's just scaled tremendously. We're a modern travel and spend management platform. It's a very big space, very ripe for disruption. members of our support team were doing 300 cancellations a day and — we were all doing the best we could with the tools and resources we had available to us at the time, — but there was still only so far you could go with that. You simply need something that is ubiquitous that everything can tie into. Salesforce is the operating system that makes it seamless. It's the platform that the world runs on. We had the use case. We had the right partner. And Demetri and I just had the willpower. We're going to get this thing done. — We built what's now called Ava Engine's virtual assistant in 12 days. — The first few days were spent just opening up Agent Force Builder, typing in prompts. We tried to break it every which way we could before we put in front of customers. — I've worked with chat bots in the past and agents are just a lot different. Trailhead makes it very easy to start learning and that allowed us to develop Eva very quickly. We track how many of our cases are actually handled by Eva and we are at 50%. She could now recall information about a booking, answer people's questions about their reservations, saving the reps so much time so that they can focus on things that really matter. — Now we have five agents helping across the company, whether that's customerf facing or employee facing. Agentic AI is only as powerful as the systems that you connect it to. Making sure it's rooted and connected to the right data is mission critical. — Data 360 is at the heart of our infrastructure. Without it, we wouldn't be unified. And for customers, you're getting what you want faster. Slackbot now is essentially an extension of the knowledge base. New people can go into Slackbot and say, "Who does this and where would I find that? " Having our entire knowledge base in Slack in a moment's notice is game changer. — Slackbot truly is the ultimate teammate. — 5 years ago, the question always was, is this possible? Can we do that? And now it's like, of course, we can. Having Agent Force, Data 360, Tableau, and Slack integrated in one system, it's just extremely efficient. — It's no longer humans versus agents. It's humans with agents. — SEESAG goes up. Costs to deliver go down. Customers are happier. We're getting them answers faster. What's the trade-off? There's no trade-off. — You can feel it from every person at engine. We all actually believe in this agentic enterprise. — There's just incredible opportunity for all these businesses. if you run on Salesforce today. I mean, you're nuts if you don't. — All right, so hopefully uh hopefully you all have a better understanding of engine. Uh I think they summed it up the best. Uh this is built entirely. They're all in on Salesforce, on Slack, on all of our products, which actually just makes them really smart. But in addition to being really smart, they are also participating in this open ecosystem. So everything that you're going to see from here on for the next three demos that we're going to go into is using engine as part of that ecosystem. The fact that they're built on Salesforce isn't actually that important again other than the fact that they're smart and everybody should use Salesforce. But it doesn't matter technologically because they are part of the open ecosystem. So, right now I'm going to bring up a buddy of mine, Kush, who's going to tell you how we use these types of things, including engine, to build deterministic uh experiences where you're coding with an agent. So, Kush, come on up. Show the team. — All right. All right. Thank you, Joe.

### [30:00](https://www.youtube.com/watch?v=aKsZdyyzcfU&t=1800s) Segment 7 (30:00 - 35:00)

All right. Good morning, friends. It's so good to see all of you today. Now, what you see up here should feel very familiar. It's our application life cycle. design, build, test, deploy, observe. What's different, however, is how we move through it. With Agent Force Vibes, you're working alongside agents that understands your organization's metadata, data, business processes, helping you accelerate across each one of these steps in a unified, connected, single flow. And with governance built into every step along the way, you can go fast without compromising on reliability or security. Whether you're trying to experiment or build production grade applications, you don't have to choose. You get speed and trust from the get-go. And to see this in action, let's see this from the lens of engine and through a demo. And in this demo, you'll see us touch on a number of these capabilities. And in this demo, we will be jamming with Mr. Dan Fernandez, the product lead for Agent Force Vibes. How about a round of applause for Mr. Dan Fernandez? Excellent. So, Engine wants to build a partner service app. And the team, as you can see over here, they live in Slack. This is their project channel where you can see there's a ton of important information about the project that they're working on, this particular service app that they're building. And with Slackbot, we can easily take we can easily synthesize all of the information, the discussion, the content, the API contracts, the data model designs, etc. UXY frames into a comprehensive product requirements document, a PRD, which we are now going to ground our agents with to begin building in Agent Force Vibes. Dan, where do we start? — So, we're inside of Agent Force Vibes 2. 0 No. And the first thing we're going to do, we've downloaded the linear data using the linear headless MCP. — And what we're going to do is just run this. Uh this is going to use the Salesforce catalog MCP. It's going to read the attach PRD and see what data we actually have within the or I see. So this is going to initiate the metadata grounding MCP. Now, it's our first headless MCP which allows you which behind the scenes actually triggers what we call the Salesforce metadata catalog. Now, think of the Salesforce metadata catalog as a semantic search index on engines metadata exposed to the agent via MCP. Now, this is super critical for those of you who have invested so much into your organization's orgs, your orgs, right? You've put so much into there. You've got so much metadata. You want to be able to reuse all of that. extend that in a governed and trusted manner. And so this really helps you build with context. Dan, — so under settings, let's just show you what's happening under the coverage while this is running. The first thing you'll notice is agent forest vibes 2. 0 has this agent harness. And what you see, we have the anthropic agent SDK and the OpenAI agents SDK. Now, we're not just using the LLMs. We're using the actual agents. So, what does that mean for Agent Force Vibes 2. 0? You get the power of clawed code and OpenAI agents tailored for Salesforce with these headless services all available running securely in the agent force trust layer. Amaze, amaze. — Wait, Dan, does that mean that I get all of the various capabilities of each one of these agents? — That's exactly right. So, watch this. Uh, as I change the agent harness capabilities, the harness capabilities will actually change depending on which agent that I'm using. So, you as a developer are able to choose the right agent for your specific task. — Excellent. What do you guys think? — Yeah. — But wait, there's more. — All right. — So, we have 30 plus skills that ship in box. Now these skills I'll show one in a second here. We can just filter this and you can see all the different skills. These are just markdown files. This is the agent script skill and this is written and detailed instructions how to write agent script for the platform. What to do, what to always do and specific tasks. This is how I want you to write this. change. This is how I want you to validate yourself. And these all ship inbox. Now a couple other areas. We have our model context protocol tools and again this includes the third party tools like linears but the metadata grounding and all these other tools. We have 60 plus MCP commands uh to make you more productive as a developer. — If I may add over there Dan these are

### [35:00](https://www.youtube.com/watch?v=aKsZdyyzcfU&t=2100s) Segment 8 (35:00 - 40:00)

MCP tools. These are skills that are all headless. You can access them from any tool of your choice. You want to access them from codec. cloud code cursor windserve. Choose your tool. What we have done is we have packaged them all. We've preconfigured all of them into the agent force vibes IDE. It's available in extension so that you can get really you can get started really quickly. But if you want to use all of these in a headless fashion in any tool of your choice, go for it. Great. And the last one, one of my favorite features is the way we would look in developer tools. We'd see an XML file. I think we can do better. So this is a schema viewer that ships and what this allows me to do is have a rich visualization of the schema. This is custom objects and standard objects. Now for engines application they have over 100 fields. If we were doing this inside of our org, every field takes seven clicks. We just saved you 700 manual clicks by doing this agentically. — Excellent. How about we go back to our agent chat and see where our agent is. So, as you can see over here, it's already determined a set of metadata that exists within engines or that we can build upon. And so, now that we've got our foundation that we'll be extending, let's go ahead and build the app. Now, what we're going to do over here is we're going to ask Vibes to just say, look, go ahead and build this app. Go employ a bunch of sub aents. build out the app, test it, harden it, deploy it, and obviously it's going to take a few hours. So, what we've done over here is we've fast forwarded to the end result. As you can see over here, this is the engine partner service app. Now, we'll step through it. You can see it's pretty visually compelling. Um, we've got a fair amount of good data. We've got open cases. You've got your guest uh satisfaction results, your properties, and you've also got Eva, the agent that was generated. That skill that Dan just walked us through, this was used by the sub agents by the agents that we have running in Vibes to go ahead and build out this entire experience. Now, another thing you should also notice is that directly within Vibes, you have an inline preview of the application that is being generated. So any changes you make, you'll be able to see it directly in here. Now there is one thing though. This is not lightning. This is React. This is the React that all of you know and love. This is the React that AI understands but natively running on the Salesforce platform connected to engines or metadata securely retrieving the data using GraphQL inheriting all of the security primitives the access models the access controls full the full trust layer. This truly changes everything. You know those visually compelling experiences that you wanted to build for your customers, your partners, your employees that were that you could not do on the Salesforce platform. With Agent Force, with skills, with MCPs, all headless, you can now do all of this on the Salesforce platform. How about that? All right. So, it's pretty well connected to data, but we want to extend it a little further by connecting it to data 360 using our brand new headless data 360 MCPS. Now, the genesis behind this is engine wants to allow their partners to be able to selfs serve and create custom segments. And so, what we have to do is we've got to add a custom segment builder directly within this portal, this app, so that these partners can go ahead and create those segments. Now what would usually take a few hours you'll see in a few seconds show up is because of these MCPs these data 360 MCPS they give the user the agent full control to configure to manage the data three the data within data 360. So if you're trying to build any experience using data these MC MCPS are your go-to. And so in a matter of a few seconds you can see we've got the custom segment builder all built and all ready to go. Now, we just walked through a lot in a very short amount of time. There are breakout sessions for each one of these which we encourage you to go to all across TDX. And so, let's bring this home. We just planned our project in Slack. We connected and grounded our agents using the metadata grounding service, the MCP, using the metadata catalog so that our agents know what's going on in the or what metadata is already there. We used the open agent harness. We used the headless uh skills, the

### [40:00](https://www.youtube.com/watch?v=aKsZdyyzcfU&t=2400s) Segment 9 (40:00 - 45:00)

MCPS. We used the multi-UI framework capabilities within Vibes preconfigured all within Vibes to create a visually stunning React application fully connected, fully governed on the Salesforce platform faster than ever before. Thank you very much for your trust and back to you Joe. Excellent. Uh thanks so much guys. That's fantastic. So that is a great example that we just saw about how you use these agentic tools to create a deterministic experience far in excess and massively faster than you used to be able to do with the Salesforce tools. And I just want to point two things out. One, you saw it behind the scenes. They were using Vibes, but it was clawed code behind the scenes, which also means you could just use clawed code if that's what you're already working in. The second thing is you saw MCP endpoints. And we keep coming back to this, but I was trying to explain it to a friend of mine and why I was excited about this keynote. And he's not all that technical. And so I said, "Every time you hear MCP, just think Legos, right? You can build whatever you want. You can compose them in any way you want to do it. " And that's a great example of a deterministic experience. If you want to learn more about how to build with coding agents, here's the QR code that you have there. But I want to shift gears because that is awesome. It's real work that you know better than anybody. all of you agent blazers and trailblazers out there because you do this work every day. So, it's exciting, but I think even more exciting is when we get into this notion of building agents. How do we change the business? How do agents step function change the business? And so, we're going to talk next about how we scale agents and scale them with trust. You know, I used to think about like when you built a piece of software, 80% was the build, 20% was sort of the refinement. And with an agent, it's the opposite. It's 20% to get the thing out there to make it great takes the 80% of the effort. And it comes back to this point of determinism versus probabilism, right? This notion that these agents inherently because of these LLMs have incredible flexibility, but that flexibility comes at a cost. And that cost is they're not going to do the exact same thing all the time. Now, we've built a ton of stuff into Agent Force to help you control that. That's why agent script has determinism in it. It has all of these components to help you with. But you also need a really good development cycle. So this sort of continuous improvement loop is such an important part of what we're doing that I really want to go deep on it. And so I got to tell you, it's my absolute pleasure to welcome up to explain this to you my friend Nancy who loves AB experiments just as much as I do. So with that, Nancy, please show the team. Thank you, Joe. Um, one of the best parts about my job as VP of Agent Force is I get to share with all of you, our trailblazers, the newest innovations in AI and agents here at Salesforce. And this year is a very special year because if you are a developer or if you talk to any of your developer friends, you know that agents and AI are transforming software development. And we believe the same is going to be true for agent development. You can't just tune your way and build a prompt to build a good agent nowadays. I think we all figure that part out, right? And you need guard rails, determinism, trust, control. And that is why we built agent script. And it's GA now. You can use it to write one single file to define your agent deterministically. And we think that's so powerful. Now, I'm a developer myself and I know that we all have the tech stacks that we like to use when we build. And that's why with agent for skills that we're releasing at TDX this year, you can use any coding agent of your choice to go from zero all the way to agent in production with skills. And when you have that agent that you love, all you have to do is hop on over to our new testing center experience where we have custom scores, custom evaluators, so you can build those agents knowing that they follow the guard rails for your business. And when you're ready to deploy, it's one click, one agent across all your surfaces. You have voice, enhanced chat, v2, mobile SDK, and so much more. All these experience layers available for your agent with one interaction. And as Joe mentioned, my favorite part of all of this is that building an agent isn't just about the zero to one anymore. It's about the end to end plus one. It's the iteration, the improvements, making your agent better every single step. And with versioning inside your agents and with our new AB testing API, you can build confidently knowing that your agent is getting better every step of the way. And last but not least, because trust is so foundational to what we do here at Salesforce, we know that as business users, developers, admins, you need to be able to observe, monitor, understand what your agents are doing in production. And with our new SCDM API that is now OTEL compatible as well as telemetry and Slackbot, you can do all

### [45:00](https://www.youtube.com/watch?v=aKsZdyyzcfU&t=2700s) Segment 10 (45:00 - 50:00)

of this from the places that you work. And lastly, because we aren't just single agent organizations anymore, you can connect all of your agents inside your org with multi- aent orchestration and with Mulesoft Fabric or agent fabric. And these are all G. Now, this, my friends, is headless 360. And I'm so excited to be sharing this with you today. And to make this all real, I want to walk you through a demo of how this all comes together in a real agent build experience. In the first session here, Kush showed you how to build a partner dashboard for engine. Now, if I'm an engine partner, my first question is, what happens if I actually want to do something in that dashboard, right? Maybe I want to escalate an issue. dispute a transaction. What Engine needs is a partner service agent and we're going to build that together right now. And to do it, I want to take you to a brand new place inside Agent Force. This is Agent Force Labs. This is my favorite new release at TDX this year. And this is the place where my team and I, we get to ship to you our agent blazers, our newest innovations before they go GA. new ways to build, new ways to get started, new ways to test, new ways to build products that actually change how your businesses operate. And inside labs, we have a special area called getting started. And with getting started, we're making it possible for you to build an agent and get started with an org in a matter of seconds. And as a builder, this is so exciting for me because I know that sometimes the hardest part about building is just getting all the info you need to actually start getting to the meat of it. So with the getting started page, I can go ahead and type in a description of what I want for the engine partner agent. And in a couple seconds here, you'll see I can choose from more than a dozen different ways to build. A lot of you in the audience have been asking, how do I use cloud code? codecs? This is it. I pick cloud code. I can copy paste the command and I go straight over to terminal that all of us have on our desktops, right? Same terminal window we all have. I've activated cloud code and I just copy paste that command that I just pulled over. What's happening here? Okay, this is really magical. In one command, I'm pulling down all my agent for skills, all my sales for skills. I'm provisioning an org. I'm setting up an agent script for my agent. And not only that, it's going to deploy it for me, too. While this is loading, let me give you a quick preview of how I want to demo this experience to you. First, I want to show you how you can build an agent inside terminal. We just kicked that off. Second, I want to show you how we can test your agent so you have trust in the performance of your agent. And third, and most importantly, I want to show you how you can improve, observe, understand how your agent is doing so it gets better every step of the way. And we're going to do this all inside the terminal of cloud code. And as a bonus, as a developer myself, I want to geek out a little bit with you all about how this all works behind the scenes and show you agent script because I think there's nothing better than actually looking at the code so you know what exactly is happening and you build that intuition for what your agent is doing. And you know, since we're it's still loading in terminal here, Stephan, why don't we go ahead and just open up agent script straight from our terminal and show folks what this looks like. — Yep, absolutely. Thank you, Nancy. So this is agent script. Okay, it truly is the backbone behind agent force that makes all of this stuff possible. Okay, what it is, it's a single flat file that's versionable and really controls the way that the agent runs. You'll see here we can store variables so that we can make sure that users are authenticated and sticking the same throughout the session. And then we have the sub aent selector, which is where the logic really starts. Every time a session starts with your agent, it's going to take in that prompt and determine exactly which sub agent it needs to hand the task to. So, for example, we have sub agents here to manage their portfolios, okay? To go to disputes, to manage disputes, to go to events, and it's able to route those transactions every single time. It adds that level of determinism. Now, for example, one of those sub aents here for payout disputes allows you to specify metadata in your Salesforce or like flows, Apex classes, and bring that back into the agent. But where the real power is right here in the reasoning. You'll see here we have really detailed instructions that we need the agent to follow every single time. Whether it be this list that it has to go through every time or dependent on specific variables. We can always see here that the agent can flag when it needs to. In this case, if a discrepancy has been found, the agent must always escalate to a case. Otherwise, we don't want the agent to continue and try and process that because that's not what it's for. Okay, we have our humans here that we can hand off to and work with inside of Salesforce and the agent script helps us control that. — This is so amazing. And Stephan, you just talked about two of my favorite things, which is trust and guard rails.

### [50:00](https://www.youtube.com/watch?v=aKsZdyyzcfU&t=3000s) Segment 11 (50:00 - 55:00)

Um, I hear some laughter here. Um, so what I want to do is go ahead and type in a quick command here inside my terminal. And in order to show you that my agent actually follows the guardrails that I have in place as a company, I can run a smoke test for this agent. And what this is doing is we're going to simulate a real agent user using my agent and it'll help me understand how my agent performs in these simulated scenarios. And while this loads, um, I want to show you something else that I like to do as a builder. So Stephan, if you don't mind, let's go ahead and open the preview right here inside the terminal. and I can open up a preview where I as the builder can just chat straight with the agent and build intuition on what's happening behind the scenes. This is so powerful because yes, I can run those automated tests, but I as a builder also need to understand myself what's happening. And while I do this, this is manual mode. I can go back to the smoke test and I can see how the smoke test performed. Right? So, I've got manual version, skilled version, and I can see that my tests all passed. And this is really cool. But there's one more thing I want to do before we go ahead and deploy this agent, which is I want to take you into the builder. So, we're going to go ahead and open up the builder straight from the terminal here. And inside the builder, this is where you can collaborate with your business users, right? So I as a developer I like to use terminal but my business users are not so keen on the terminal experience. So we open up the builder for them and here they have the canvas view which is the same capabilities you get with script but inside natural language. You might be asking what's the trade-off? There is no trade-off right you get the same power the same determinism. It's just a different interface for a different type of user depending on how they want to work. And inside this experience there's one more thing. There's agent exchange inside the builder. Now you can connect any one of our capabilities across the entire Salesforce ecosystem because of agent exchange. And you can bring in sub agents right into your core agent and it's a matter of a click right here. Okay, I'm feeling pretty good. Let's go ahead and deploy this now into Slack because engine is a Slack first company. So, if I go ahead now and type deploy to Slack inside my terminal, I can see all of the agents that engine has built and one of them is the partner service agent that we just built together here. Of course, engine has many other agents and one thing that I really love about how they operate is that engine has a special channel where they're focused and obsessed about improving their agents for their customers. This is the feedback channel. Okay, this is really magic, guys. inside the feedback channel. Every agent, every time there is an issue with that agent, that user's flag, it gets sent to this channel, their admins, their builders, their developers, they look at these sessions and they help understand what went wrong, how do we do better, and what's the next version of the agent we can ship. And because we have telemetry in Slackbot this OTEL compatible SCDM all I have to do is paste that session trace ID and I'm able to analyze using Slackbot what exactly happened in the session how do I make it better right this is improvement in action one command copy paste made it better inside Slack okay as I showed you earlier we have several different agents all inside the engine environment and there's something magical when you can take two agents together and make it 1 plus 1 equals 3. We built the service agent for engine. Now engine also has an SDR agent. What happens if I can bring together my service agent and my sales agent and have them talk to each other? That's the magic scenario here. And so for engine, every time a partner talks to their support agent, they want to be able to also flag to those partners sales opportunities that those partners should be looking at. And that is what their STR agent will do. And it's super easy for us to do this. All I have to do is go inside the builder. I click on the STR agent. I click add. And voila. That's it. Okay. Let's take a step back here. I know there's a lot that we just showed you. Let me just tell you what we did in the last 10 minutes together here. Okay. We just built an engine agent from scratch. We had no org, no agent. And in the last 10 minutes, we built an agent. We built an org. We deployed it. We tested it. We observed it. We improved it all inside terminal and with observability inside Slack. And not only that, we did this in less than 10 command lines in the terminal. Guys, this is so magical. How cool is that? All right. Thank you. Uh, and just to show you all this is all real. Um, here is that agent now on the dashboard website that Kush had built with us earlier. Now, this is all really magical. And to wrap up, I just want to share with you a

### [55:00](https://www.youtube.com/watch?v=aKsZdyyzcfU&t=3300s) Segment 12 (55:00 - 60:00)

conversation I had last night at a partner event we had. One of our partners came to me and they asked me, "Well, hey, Nancy, what keeps you up at night when it comes to agent force? " And I told him, "Look, the answer is really simple. It's how do we make all of you agent blazers in this room? How do we make it possible for you to build agents that are enterprisegrade, trustworthy, quick, easily, and most importantly in the tools you love? " And that is what we've done today with all the innovations that we've shown you. And my ask is that all you do is go after this keynote, go to labs. asentianforce. com and try it out and see some of these innovations for yourself. Thank you so much. It's back to you, Joe. — Wow. I mean, pretty awesome. We saw agents building agents deployed to a website that we saw built by agents in an incredibly fast amount of time using MCP again read is Legos from things like linear and all this stuff in that cocktail. If anybody's having an like an inception style like hallucination right now that's actually normal that just breathe through it. You'll be fine because we dumped a lot of stuff at you. But I think if you want to learn more about this particular side like how do you build and scale agents which is obviously one of the things that we think is paramount for all companies to do to become an agentic enterprise visit the agent summit. So now we showed some determinism we got a website we showed an agent that's able to take that experience to the next level and represent itself in multiple surfaces. But how do we make it easier for you to deploy on any service? So, back to the openness of the platform and the way that we're presenting uh these Salesforce headless 360 is the way that you can start to think about this is your gateway to these other experiences and meet your customers where they're at. So, on all of these different things, whether it's voice or third parties or Slack or the actual coding agents themselves, this is how you're going to be able to get there. But you don't want to build 50 versions of it. That's the last thing. It's like the browser wars all over again. Remember the days where we had to test in like 10 browsers? We don't want that. We want to make it easier. And so to do that, I'm going to bring up a person that's going to tell you about the agent force experience layer, which is incredibly exciting and it's going to allow you to do this at speed. Johnny, please take it away. — Thanks, Joe. And hello TDX. All right, we're going to kick off this chapter by unpacking how agent 4's experience layer actually works. So it all starts when your customers start interacting with your agents. And it doesn't matter what surface, right? Whether it is the website, the mobile app, Slack, Teams, or any of the third party LLM surfaces, chat, GPT, cloud, you name it. Now the agent has packed up a response and all of this is backed up by the MCP service, the Legos, as Joe pointed out. And this basically is a standardized connective tissue that enables your agent to securely pull data from your systems and trigger actions across your entire tech stack such as update a CRM record or help with a car rental information. Now is when the agent force experience layer steps in. Your agent has a response and the layer then determines if it needs to render it as simple text or if it's a rich interface. Now if it's the ladder then it composes the UI, binds the data, wires the action and renders the interface on any one of those experiences and surfaces that you see up there. So that is a little bit about the end to end. Now let's see how all of this comes together with the help of a demo. Let's give it up for Stefan once again, you guys. All right, so we're going to start with the company's website. This is the homepage. And at the bottom right hand side corner, you see the current implementation of the agent. Now, it works. It's great, but we're going to make it better. more interactive and more actionable. So as you can see here, a traveler is on the agent and having a conversation asking for an update about an upcoming trip. But the response is not simple text. It is rich interface that is embedded right here in the chat window. This is enhanced chat v2. So what used to be front-end development and back-end development and everything in between and orchestration is now collapsed into a single runtime agent. How cool is that? So let's take a look at how this works. We're going to pop over to our VS Code project. All right. Now under the hood, nothing fancy really. This is your standard lightning component that all of you are very familiar with. All right. So

### [1:00:00](https://www.youtube.com/watch?v=aKsZdyyzcfU&t=3600s) Segment 13 (60:00 - 65:00)

so far in the demo you have seen that whether we start with voice or we end up in the web, you are able to deliver the same seamless conversational and intuitive experience no matter what surface. Now, let's get to the meat of the demo. We're going to show you the agent force experience layer. But before that, think about who engine's customers are. They are business travelers, right? And by definition, a business traveler is not locked into a single tab. They are not simply on the web or on mobile. They are on Slack, on Teams. And increasingly, they are starting their journeys in consumer AI assistant surfaces such as chat, GPT, and cloud. So, how do you as a developer make sure that you expose this rich experience you have built and make it look and feel native across each one of those surfaces? And that is what agent force experience layer helps you with. So think about it as a cross-platform abstraction layer for your UI where you simply describe your experience, the schema, the layout, the actions and it generates it for you. As simple as that. All right. So it is actually as magical as it sounds. So let's go take a look at the experience layer playground. On the left you see all the components and layouts that is backed by that single standard structure on the right. Now the key here is you just have to define it once and it renders seamlessly across multiple platforms. And in this view you get to see the code that is backing the components. But let's flip over and see some of the components that we have already built. So as you see there is a DFW flight status component. We have a seat upgrade component all built out. So how do we build it? Two options. One is you can use agents to generate this right inside agent force. And secondly, if you're a visual person like I am, you can go into our low code builder and drag and drop the components and create that rich interactive experience right here in the agent force experience layer. Now, we also have a nifty neat little feature in preview where you can see how those components render across platforms such as Slackbot or Chatg GPT or Agent Force. All right. So, so far we have defined and built the experience in the layer. Now, let's check out how this looks live in production. Starting with Slack. Now a lot of engines customers are on Slack for work right remember our agent Ava she didn't respond there but let's see how she does here now we have plugged her into the Slackbot interface and what that means is your users do not need to leave the flow of work this is a big shift you guys this is the big so what in the entire demo that you've seen so far you are actually not pulling your customers into your mobile app or website anymore. You're pushing your experience and brand and meeting them wherever they are. And that is the power of Headless 360 and the experience layer. All right, so let's take a look at what's going on behind the scenes in Slackbot. Behind the scenes, the agent force experience layer is tapping onto the agent and then that enables the Slackbot client to construct that rich interactive experience. And what's cool about this is that it is not restricted to a single app or a specific deployment. Even if the agent is not native to the surface, you're able to plug that into any Slackbot instance as you can see here. All right. Now, we know that Engine has over 20,000 customers and not all of them are on Slack. We'd love for them to, but we know that's not the reality. Now, some of them are on other collaborative surfaces, including Teams. So our service agent Ava is now plugged into the team surface as you can see up there. So what this means is that the experience layer as well as agent force is running natively on the surface on team surface. So you can then provide that same interactive rich experience to your customers wherever they are. And likewise on any mobile app as well with the help of agent force mobile SDK you can now take that experience that you've defined and make it a firstass UI right here inside of the app. So as you can see when a user hits a push notification they land right into the rich interactive experience that they're used to seeing across platforms. All right. So far we have seen how engine reaches their customers on their everyday workspaces right like slack teams mobile app etc. Now this time around we have made chat GPT the target

### [1:05:00](https://www.youtube.com/watch?v=aKsZdyyzcfU&t=3900s) Segment 14 (65:00 - 70:00)

for the service agent AA. So we are bringing agent Ava right into the context of the chat GPT interface. So she's part of the conversation and what this means is now the experience layer is rendering it and adapting it to the context of this chat GPT instance and the surface. And while we're showing you this on chat GPT this can easily extend across cloud or Gemini or any other surface as well. Now, while we're here, I want to show you one last thing. Now, what if we want to go beyond simple queries? show an account plan for one of engine's customers? Now, as you see there, agent force for sales is embedded directly into chat GPT. And behind the scenes, chat GPT can reach out to agent force in real time and bring back dynamic account details. It's not static. So, it's part of the conversation. And now you get to ask follow-up questions and drill down for further insights as well. All right, I'm going to take a breath here. We have shown you a lot of things. So, let's pause and connect the dots across all the demos you have seen so far. Now we started by defining the experience once in the experience layer but then we deployed it on not one not two but six different UI surfaces six different platforms. Now a little personal anecdote I am also a recovering full stack developer. I started my career 18 years ago as a software engineer and I just realized that I may have dated myself in that process. taking one for the team always. Anyway, back to if I wear my developer hat, right? I am handling six different UI surfaces. I'm managing state, o, edge cases, not to mention version drift, everything across six different platforms. And you guys know the complexity more than I do. This is easily months, if not quarters worth of effort for a team of developers across different surfaces. Now what we just saw is with the power of headless 360 and the experience layer we went from a PRD to production to in the hands of your customers across multiple surfaces in just a matter of weeks. This is not incremental. This is 5x 10x productivity gains. So I want to leave you guys with this one last thing. Wherever your customers are and no matter how fast this ecosystem is changing, you are able to meet them wherever they are faster than ever before with Headless 360. And with that, back to you, Joe. — Great. Thanks so much, Johnny. All right. Uh, really slick. So, I think, you know, deploy on any surface is really powerful, but I want to lad it up, but before I do that, like take a look at this. If you hit the QR code, you want to learn more about that. There's a lot more to learn. Like we went at light speed to get this thing done. Okay. Now, I want to bring it back. We used an agent to build a deterministic website very quickly using multiple tools, not all of which was Salesforce participate in this open ecosystem to get that built. We then added an agent force agent to that website and we grounded it in the Salesforce organization that existed there and we gave it great capabilities. We then broke it out of the website and made it appear everywhere that your customers are actually in the flow of work and we did all that without you having to write it. Now I think you're probably thinking to yourself, this is a very strange Salesforce presentation because you didn't see anybody write Apex by hand. You didn't see a whole lot of lightning interface, but what you did see was the future of what you're going to do as agent blazers. You are going to use this agentic technology to do work for you to make experiences like that. And that is what Salesforce Headless 360 delivers for you. It is an amazingly powerful tool and I can't wait for you to learn more about it at the rest of the conference. But we got a couple of more things to do. So, some of you may be thinking, you know, well, we saw we saw, you know, like a gold hoodie, but maybe that wasn't enough gold hoodies to be handed out today. And so, I said, I wanted my share. I'm going to host this thing. I want to hand one out. I mean, that's part of the gig, right? So, I'm going to come over here and I'm going to talk to my new friend Sarah, who works for Engine. And yeah, so uh I earlier I don't think everybody knew what Engine was doing. Uh, so now I want to ask you as the first question, how's it feel to be a celebrity? — You know, I have my bodyguards right here, they like to call them, you know. No, it's awesome being here. Thank you so much. — That's great. And, you know, one of the

### [1:10:00](https://www.youtube.com/watch?v=aKsZdyyzcfU&t=4200s) Segment 15 (70:00 - 75:00)

things that we've talked about is that a lot of times I see enterprises getting stuck on where to get started, right? It's like, oh man, I mean, I can imagine if you're a trailblazer here and you've been working in Salesforce for a bunch of years, you see all this, you're like, wow, it's overwhelming. How did you guys get started at engine? — Yeah, absolutely. It's always a team effort. So a huge shout out to the broader engine team. Without them leaning in and truly trusting the process and the product, none of this would be possible. So huge shout out there. But it absolutely can feel daunting. Whether you're releasing an agent that's customerf facing, employee facing, it can be scary. We've been there and we've done that. So what we did was we took this agent and we were able to actually understand the customer's issues by looking at our data and we found a simple use case that we could take and give to the AI right a repetitive a manual task for our human support agents right and we would govern we would use quality assurance to make sure that agent was actually doing what we wanted it to and once we developed that trust and that confidence we were able to scale a lot easier once that foundation had been laid. — That's great. Well, now you get started. I mean, you got literally the poster child of TDX at this point in time. So, how did you scale it because you had that initial experience? How did you really get it going everywhere? — Yeah, I think the moment that it went from one single agent to, you know, an agentic enterprise when we were able to actually take the patterns and the infrastructure that we built for that first agent and apply it to our net new agents. So, as we were spinning up agents across the business, it wasn't ever like we were starting from scratch, right? We didn't have to reinvent the wheel. We had these building blocks in place. And so, it wasn't just, oh, we built this awesome service agent. It was more like, oh, we built a foundation — and that single shift going from one agent to that scalable ecosystem of agents. It really helped redefine the business and what's possible with AI. — Excellent. Well, I want you to hang right here for the hoodie. Uh, because — I'm actually getting a hoodie. Yeah, you're totally gonna get a hoodie. Just — what? — Yeah. Yeah, absolutely. I mean, yeah, I wouldn't come down and talk to you if you give me a hoodie. I wouldn't de you like that. U But, you know, because I threw a fit because Patrick got to give out a hoodie earlier and stuff like that. Yeah. I wanted to give out a hoodie. But to pacify me, they actually let me get out two hoodies. So, I'm going to welcome our new friend, — Sally. Sally, you're um you're with United Road. Yeah. Give it up. — you're with United Road Services and you're you I love your story because not only uh for your company United are you working on, you know, agents for yourselves, you are a huge evangelist and you're trying to bring the whole community, this whole room with you. It's a lot of pressure on the shoulders, but you're doing it and you're doing it with grace. Tell us a little bit about the work that you've been doing trying to both evangelize internally and externally the agentic revolution. — Yeah, thank you so much for having me here. So um I feel like I've been in the ecosystem for 16 years and uh there was always changes in like technology and how to achieve my day-to-day job but recently we are in the biggest change and with the agent and how to build and it's a big change how we have can use like agents to build and achieve changes and uh with that like I've been always curious to learn and try to apply it in United roads and also to help the community learn what I'm learning uh and I believe strongly like we have to keep learning knowing our basic skills and how to do our changes ourself as well to be able to double check and have the human in the loop to review the agents and what we are uh building. Uh and that's why I encourage everyone like to keep learning and staying curious and learn about the AI. And today we have a lot to learn. I'm curious myself like to learn more about what we just saw in the presentation. And uh I try to share this with the community as well through code with Sally. Uh code with Sally uh I started because I love learning and teaching and also I love to share what I learn with the community. Uh and also Salesforce changed a lot of my life and like my family life as well and we were able to move across word uh like with Salesforce opportunities. So I feel like I should give back to the community and help like learn and give back uh with sharing the knowledge. Uh and that's why I started code with Sally as well just to increase the impact like not just through my day-to-day job but to help others learn as well. And it started as a blog and then I moved to have weekly live sessions both in English and Arabic. Uh so at least I have two sessions weekly and the Arabic is to break like the language barrier for other people in other countries to learn in their comfortable language. Uh and also to make it more achievable and like um to make like uh people accessible to learn I upload the sessions on YouTube so they can achieve like uh offline learning and also I share the code on GitHub so they can check whatever like artifacts with it during the sessions and uh that's why

### [1:15:00](https://www.youtube.com/watch?v=aKsZdyyzcfU&t=4500s) Segment 16 (75:00 - 78:00)

like I feel it's a great experience because I feel the community and Salesforce ohana is always about the community and how we are helping each other and uh I feel I'm happy to do this through Kodali and I'm honored to be part of the community and Salesforce family as well. — It's so amazing. Absolutely amazing. You are You are an inspiration to us all. I mean, it's seriously super inspiring story. It's really incredible. We're so thrilled to have you part of the community. — Thank you. — Where are my hoodies? Oh, here we go. All right. [applause and cheering] Put the mic down for a second. — Yeah. Yeah, of course you got All right. — All right. Thank you both. I got to hand that back to you. Thank you so much. Good to talk. All right. I don't know how to follow up. That was like probably one of the most inspiring things I've heard in like two years. So like uh I'm going to try to get some composure and bring it back. But just amazing job with both of them. Just the work they're doing is incredible. And I think you could see you could feel the transformation. It's like really electric. But back to like this doesn't feel like a Salesforce thing. So I'm going to bring it a little bit grounded back to you on like uh you probably I don't know maybe work in agent force sales. So we are going to have some agent for sales for you. So visit the campground and check that out. Uh, I don't know, maybe you work in Agent Force Service. We're going to have something for you, too. Here's a QR code. Go check out Agent Force Service. Some of you may be using qualified, like our new acquisition. Yeah, qualified in the house. Uh, go check that out as well. Agent Force Supply Chain. Super cool Agentic implementation here. Uh, amazing stuff. Hit the QR code. Go check that out. Uh, near and dear to my heart, Slackbot. Uh, incredible stuff. You saw it rear its head many places in these demos. That's because we live on it at Salesforce and it's absolutely incredible. So, go beat your personal work agent. The grounding data 360 again, it was here, it's in there. Go check out more stuff. There's the QR code. And then think about the insights that you're going to get with Tableau. So, incredible amount of stuff. All your favorite Salesforce greatest hits are still there, but Agent Force headless 360 is a peak of the future and the future is now. So, please take a look at the screen. Look at all the rest of the stuff we have coming up. You're going to get some flow rider. I mean, what else do you want? This is Agent Force Headless 360. Thank you for your time. Please enjoy and please check it out because it will absolutely change the way that you do work. Thanks.

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*Источник: https://ekstraktznaniy.ru/video/45995*