Confidential

Tech moves fast. We help break it down so

you can keep up.

For Partners

September 5, 2024
Forward Looking Statements
This presentation contains forward-looking statements about, among other things, trend analyses and future events, future financial performance, anticipated growth, industry prospects, environmental,
social and governance goals, and the anticipated benefits of acquired companies. The achievement or success of the matters covered by such forward-looking statements involves risks, uncertainties and
assumptions. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, Salesforce’s results could differ materially from the results expressed or implied by these
forward-looking statements. The risks and uncertainties referred to above include those factors discussed in Salesforce’s reports filed from time to time with the Securities and Exchange Commission,
including, but not limited to: impact of, and actions we may take in response to, the COVID-19 pandemic, related public health measures and resulting economic downturn and market volatility; our
ability to maintain security levels and service performance meeting the expectations of our customers, and the resources and costs required to avoid unanticipated downtime and prevent, detect and
remediate performance degradation and security breaches; the expenses associated with our data centers and third-party infrastructure providers; our ability to secure additional data center capacity; our
reliance on third-party hardware, software and platform providers; the effect of evolving domestic and foreign government regulations, including those related to the provision of services on the Internet,
those related to accessing the Internet, and those addressing data privacy, cross-border data transfers and import and export controls; current and potential litigation involving us or our industry,
including litigation involving acquired entities such as Tableau Software, Inc. and Slack Technologies, Inc., and the resolution or settlement thereof; regulatory developments and regulatory investigations
involving us or affecting our industry; our ability to successfully introduce new services and product features, including any efforts to expand our services; the success of our strategy of acquiring or
making investments in complementary businesses, joint ventures, services, technologies and intellectual property rights; our ability to complete, on a timely basis or at all, announced transactions; our
ability to realize the benefits from acquisitions, strategic partnerships, joint ventures and investments, including our July 2021 acquisition of Slack Technologies, Inc., and successfully integrate acquired
businesses and technologies; our ability to compete in the markets in which we participate; the success of our business strategy and our plan to build our business, including our strategy to be a leading
provider of enterprise cloud computing applications and platforms; our ability to execute our business plans; our ability to continue to grow unearned revenue and remaining performance obligation; the
pace of change and innovation in enterprise cloud computing services; the seasonal nature of our sales cycles; our ability to limit customer attrition and costs related to those efforts; the success of our
international expansion strategy; the demands on our personnel and infrastructure resulting from significant growth in our customer base and operations, including as a result of acquisitions; our ability
to preserve our workplace culture, including as a result of our decisions regarding our current and future office environments or work-from-home policies; our dependency on the development and
maintenance of the infrastructure of the Internet; our real estate and office facilities strategy and related costs and uncertainties; fluctuations in, and our ability to predict, our operating results and cash
flows; the variability in our results arising from the accounting for term license revenue products; the performance and fair value of our investments in complementary businesses through our strategic
investment portfolio; the impact of future gains or losses from our strategic investment portfolio, including gains or losses from overall market conditions that may affect the publicly traded companies
within our strategic investment portfolio; our ability to protect our intellectual property rights; our ability to develop our brands; the impact of foreign currency exchange rate and interest rate fluctuations
on our results; the valuation of our deferred tax assets and the release of related valuation allowances; the potential availability of additional tax assets in the future; the impact of new accounting
pronouncements and tax laws; uncertainties affecting our ability to estimate our tax rate; uncertainties regarding our tax obligations in connection with potential jurisdictional transfers of intellectual
property, including the tax rate, the timing of the transfer and the value of such transferred intellectual property; uncertainties regarding the effect of general economic and market conditions; the impact
of geopolitical events; uncertainties regarding the impact of expensing stock options and other equity awards; the sufficiency of our capital resources; the ability to execute our Share Repurchase
Program; our ability to comply with our debt covenants and lease obligations; the impact of climate change, natural disasters and actual or threatened public health emergencies; and our ability to
achieve our aspirations, goals and projections related to our environmental, social and governance initiatives.

Updated: September 28, 2022

Notice of Confidentiality

The contents of this presentation are confidential

and are intended solely for internal purposes.
The contents are shared with you in trust.
Photography, screenshots, and distribution of this
presentation and its contents are prohibited.
THANK YOU
Meet the Salesforce Team

Yuko Araki William Reich Tracy Novotny Joel Kurtz

VP, Product Senior Director, Sr. Director, Partner Head of Digital
Management AI - Program Architecture Success Partner Sales
GTM

Claudio Moraes Ian Douglas Christopher Long

Director, Partner Director Technical Director, Partner
Success Architect, Data & AI Success
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Today’s Call

Decode: Agentforce

Decode: How Agentforce Works

Partner Opportunities

Industries Use Cases

Partner Enablement Resources & Call to Action

Q&A
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Decode: Agentforce

Patrick Stokes, EVP Product & Industries Marketing

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Introducing

Agentforce
Customer Support Sales Development Sales Coaching
Deflect cases 24/7 with a Engage with prospects 24/7 Facilitate role-plays tailored
dynamic, conversational with an intelligent sales to each deal with an AI
support agent agent sales coach

Seamless handoff to humans!

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What is an Agent?

Role Knowledge Actions Guardrails Channel

An agent’s The data an The goals an The guidelines an The applications
purpose on agent needs to agent can fulfill agent can operate where an agent
your team be successful under gets work done
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How it works.
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“ How do I get
AI to do work? ”
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How to get AI to do work…

Prompt Model Response

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How to get AI to do work…

Prompt Model Response

Initiate a product replacement for “Sorry. I don't have
Lauren’s recent order. information about Lauren or
her order, nor can I initiate
product returns.”
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How to get AI to do work…

Prompt Model Response

Initiate a product replacement for “Sorry. I don't have
Lauren’s recent order. information about Lauren or
her order, nor can I initiate
product returns.”
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How to get AI to do work…

Prompt Model Response

_
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How to get AI to do work…

Prompt Model Response

You are a Role…
_
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How to get AI to do work…

Prompt Model Response

You are a Role…
You have this Knowledge…
_
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How to get AI to do work…

Prompt Model Response

You are a Role…
You have this Knowledge…
You fall into this Topic…
And can execute these Actions…
_
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How to get AI to do work…

Prompt Model Response

You are a Role…
You have this Knowledge…
You fall into this Topic…
And can execute these Actions…
You adhere to these Guardrails…
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How to get AI to do work…

AI Agent Model Response

You are a Role…
You have this Knowledge…
You fall into this Topic…
And can execute these Actions…
You adhere to these Guardrails…
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How to get AI to do work…

Data

AI Agent Model Response

You are a Role…
You have this Knowledge…
You fall into this Topic…
And can execute these Actions…
You adhere to these Guardrails…
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How to get AI to do work…

Data

AI Agent Model Response

You are a Role…
You have this Knowledge…
You fall into this Topic…
And can execute these Actions…
You adhere to these Guardrails…

Security
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How to get AI to do work…

Data Plans

AI Agent Model Response

You are a Role…
You have this Knowledge…
You fall into this Topic…
And can execute these Actions…
You adhere to these Guardrails…

Security
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How to get AI to do work…

Data Plans Topics > Actions

AI Agent Model Response

You are a Role…
You have this Knowledge…
You fall into this Topic…
And can execute these Actions…
You adhere to these Guardrails…

Security
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How to get AI to do work…

Data Plans Topic > Actions

AI Agent Model Response

You are a Role… “I found your order and
You have this Knowledge… initiated a replacement. Can
You fall into this Topic… I help with anything else?”
And can execute these Actions…
You adhere to these Guardrails…

Security
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How to get AI to do work…

Data Plans Topic > Actions

AI Agent Model Response

You are a Role… “I found your order and
You have this Knowledge… initiated a replacement. Can
You fall into this Topic… I help with anything else?”
And can execute these Actions…
You adhere to these Guardrails…

Security Channels
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How works…
Data Plans Topic > Actions

AI Agent Model Response

You are a Role… “I found your order and
You have this Knowledge… initiated a replacement. Can
You fall into this Topic… I help with anything else?”
And can execute these Actions…
You adhere to these Guardrails…

Security Channels
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Demo
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How works…
Data Plans Topic > Actions

AI Agent Model Response

You are a Role… “I found your order and
You have this Knowledge… initiated a replacement. Can
You fall into this Topic… I help with anything else?”
And can execute these Actions…
You adhere to these Guardrails…

Security Channels
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It’s all agents…

Einstein Copilot* Service Agent
You are an Employee Assistant… You are a Service Representative…
You know the employee’s role, tasks… You know the cases, knowledge articles, …
You can execute specific actions on their behalf… You can suggest fixes, reset passwords, …
You must get permission for all actions… You must get approvals for returns, …

SDR Agent Sales Coach

You are a Sales Development Representative… You are a Sales Coach…
You know about leads, sales plays, … You know objection handling, call transcripts, …
You can send emails, schedule meetings, … You can attend calls, suggest tips, …
You must only engage with leads under $10K… You must ensure customers consent first, …
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Partner Opportunities
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Agentforce Opportunity for Partners!

Thought Joint
Use Cases POV Accelerators
Leadership Customers
Shifting from Autonomous Partner Solutions Potential Quick Key customers we
Co-Pilot to Agentic Use & Change Starts and can help you with
Agentforce Cases are the Management Accelerators
future
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Creating your GTM

Develop your unique AI agents
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Agentforce Growth Journey Example

Create Effortless
Build Your Launch Your Deploy Experiences with
Knowledge & Channels & Portal Agentforce Agentforce Service
Data Foundation Service Agent Agent
Help customers find
answers on their own on Resolve cases 24/7 with
Update and connect your Set up with natural
their favorite channels a conversational AI
knowledge base and data language instructions and
sources deploy across channels agent that’s grounded
in your trusted data

Hi Alex, I’m
Agentforce Service
Agent. How can I
help?

Create and Unify Knowledge Migrate to Messaging in App & Define Topics & Instructions Iterate on feedback / Extend
Web (MIAW) Capability
Partner Project
Opportunities

Configure & Unify data with Data

Cloud Setup Experiences Cloud Create Custom Actions Enhance Custom Actions

Create Unstructured Context BYOM/BYO LLM ready Create Human in Loop Process Topics / Instructions Tuning
Containers e.g. Vectorize Data

Change Management
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How to Develop AI Agents

Role Knowledge Actions Guardrails Channel

Imagine Define data Develop goals an Set guidelines an Choose
agent’s agent needs to agent can fulfill agent can operate applications
purpose on be successful under where agent gets
your team work done

*Topics* Knowledge Articles Apex *Instructions* Sales \ Service

Personas Unified Knowledge Flow Trust Layer Slack \ Tableau
Jobs-to-be-done Data Cloud Prompts Marketing \ Commerce
Vector DB
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Emerging AI Agents
Sparks in RCG

Chat Based Use Case Agentic Use Case

Current State: Desired State:

Customers use a WISMO system to track order Agentforce Service Agent provides order information,
information. detects delays, offers discounts, and updates shipping
addresses based on customer requests.

Limited Context Multi Decision

Reactive Basic Info Proactive
Functions Aware Functions Making
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Emerging AI Agents
Sparks in Manufacturing

Chat Based Use Case Agentic Use Case

Desired State:
Current State:
AI analyzes video uploads, handling repairs, safety, and
Technicians use a chat with visual recognition
compliance, alerting technicians only for critical issues.
to diagnose equipment problems.

Multi Multi
Proactive
Limited Modal Functions
Reactive Basic
Help
Decision Human In
Making the Loop
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Emerging AI Agents
Sparks in FINS

Chat Based Use Case Agentic Use Case

Current State: Desired State:

A chatbot guides customers through questions about AI agents chat with customers, analyze portfolio performance,
their financial goals and suggests basic portfolio options. balance portfolios, connect them to advisors for escalation.

Graphing Multi
Limited Proactive
Reactive Basic Functions Functions
Functions
Decision Human In
Making the Loop
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Building Blocks of the Agentic Use Case

Enable the Agentic Use Case

Anatomy of an Agentic Use Case

Automation & Enhanced Data Natural User

Intelligence Integration Experience

AI and Machine Unify Enterprise

Intuitive UX
Learning Data

Use that Data for Nextgen Self

Data in Real-time
Semantic power Service
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Partner Enablement
Resources
Skill Up on Agentforce
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Get Ready for Agentforce at Dreamforce

Understand Agents and the Platform

4
Watch
1 3
How Agentforce
Works

Watch
Autonomous 2 Watch 6
Capability Service Agent
(scroll to middle of page Complete
and select video)
Watch Trailmix
Get AI to Do
Work 5 http://sfdc.co/agentforce

Watch
Unstructured Data
Data Cloud, Einstein & RAG
Partner Success Enablement Events

Agentforce Upskill Surge Agentforce + Cert Prep In-person Opportunities

Combined sales, service, and AI 1 week cohort covering Agentforce Global Delivery Center Campus Tours -
workshop focused on GTM Readiness overview, how it works, implementation 1 Day Hands on Sessions + Certification
and use-case development. best practices + certification prep for Prep ~November
the AI Specialist
World Tour Partner Preview Days - Look
Commitment: 4 hours Commitment: 3.5 hours out for more from the Salesforce team
Persona: Practice Leads, Sales, Solution Persona: Practitioners, Implementation across various regions + partner specific
Engineers, Solution Architects Teams, Architects training opportunities

Sign Up Today!
http://sfdc.co/aipartnercertprep
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Build Your First Agentforce Agent

Customers can make an appointment to build their first Agentforce Agent!

● What? Build your first Agent! Meet with an Agentforce expert,

build an Agent, and leave with a demo org and Agentforce swag
● How: Make an appointment or walk-in
● When? Throughout Dreamforce
● Where? Agentforce Launch Zone | Moscone West L2
● Who? All customer attendees
● How? Use your DF credentials: force.co/buildyouragentdf24
● Can’t make it? Sign-up on agentforce.com for an upcoming
virtual workshop!
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Get certified at
Dreamforce.
Take the AI Associate, Data Cloud Consultant,
or (New!) AI Specialist certification exam,
included in your Dreamforce pass or take
50% off all other Salesforce certification
exams.

September 16 - 19
Marriott Marquis, Golden Gate Level

Sign up here.
Next Steps: Call To Action
Add Agentforce to your
vocabulary today!
1 Update DF marketing, talk
tracks, slide decks

Enablement -
GTM/Sales + Product
2 Take advantage of the partner
enablement events & Trailhead

Build Services Packages

& Accelerators
3 Start brainstorming packages
and offerings to bring to market
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Q&A
Thank you