What CIOs were really talking about at Dreamforce. ciodive.com/spons/what-cio… via @CIOdive
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I just wrapped up a week in Madrid and London meeting with customers and our local field leaders.
The week started with the opening of Salesforce Tower Madrid. It was great to share that moment with Miguel Milano, Robin Washington, Marco Hernansanz, Natalia Escobedo, and Relina Bulchandani.
Miguel and I also hosted a dinner with 30 customers and partners from across the Spanish ecosystem. It was especially valuable to hear what is top of mind for some of the most advanced adopters of AI.
Across these conversations, two questions kept coming up. I believe they are strategically connected:
1. What happens as personal agents enter the enterprise?
2. What is the value of a Headless Salesforce Platform when I can expose Salesforce APIs as tools through my own MCP server?
These may sound like two different questions. I believe they point to the same architectural shift.
The answer to the second question is, you can and we should expect customers and partners to do exactly that. Salesforce user licenses already include generous API capacity. Basic, governed, agent access to Salesforce APIs should be a natural extension of that value. We should not create a new toll simply because an agent, rather than a traditional application, is making the API call.
But exposing APIs as MCP tools solves connectivity. It does not solve enterprise agency. The differentiated value lies in what happens behind the connection. Establishing agent identity and delegated authority, protecting data, providing trusted context, governing actions, applying specialized reasoning, learning from outcomes, and managing the entire enterprise estate through a common control plane.
Connectivity should be open and generous. Trust, intelligence, learning, and governance are where the differentiated enterprise value begins.
The enterprise cannot assume that it will control which agent wins or that it can simply block the agents employees choose. It needs an open interface for any agent and a trusted architecture behind it.
lnkd.in/p/gchvMQm7
The week started with the opening of Salesforce Tower Madrid. It was great to share that moment with Miguel Milano, Robin Washington, Marco Hernansanz, Natalia Escobedo, and Relina Bulchandani.
Miguel and I also hosted a dinner with 30 customers and partners from across the Spanish ecosystem. It was especially valuable to hear what is top of mind for some of the most advanced adopters of AI.
Across these conversations, two questions kept coming up. I believe they are strategically connected:
1. What happens as personal agents enter the enterprise?
2. What is the value of a Headless Salesforce Platform when I can expose Salesforce APIs as tools through my own MCP server?
These may sound like two different questions. I believe they point to the same architectural shift.
The answer to the second question is, you can and we should expect customers and partners to do exactly that. Salesforce user licenses already include generous API capacity. Basic, governed, agent access to Salesforce APIs should be a natural extension of that value. We should not create a new toll simply because an agent, rather than a traditional application, is making the API call.
But exposing APIs as MCP tools solves connectivity. It does not solve enterprise agency. The differentiated value lies in what happens behind the connection. Establishing agent identity and delegated authority, protecting data, providing trusted context, governing actions, applying specialized reasoning, learning from outcomes, and managing the entire enterprise estate through a common control plane.
Connectivity should be open and generous. Trust, intelligence, learning, and governance are where the differentiated enterprise value begins.
The enterprise cannot assume that it will control which agent wins or that it can simply block the agents employees choose. It needs an open interface for any agent and a trusted architecture behind it.
lnkd.in/p/gchvMQm7
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Rohan Kumar retweeted
We signed a definitive agreement to acquire @Braze, a leading customer engagement platform that helps marketers build deeper customer relationships by responding to customer behavior in real time and coordinating personalized experiences across channels.
Following close, Braze’s real-time engagement and AI decisioning capabilities are expected to complement all four layers of Salesforce’s architecture — Data 360, Customer 360, Agentforce, and SIforce.
Learn more: sforce.co/4eKxONJ
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Rohan Kumar retweeted
We have signed a definitive agreement to acquire Loops, an AI-powered analytics platform.
Loops’s AI goes beyond showing what happened — explaining why it happened and what to do next.
Together, we’ll help customers better understand what drives business performance and move from insight to action.
Learn more: sforce.co/3VIKIFs
Loops’s AI goes beyond showing what happened — explaining why it happened and what to do next.
Together, we’ll help customers better understand what drives business performance and move from insight to action.
Learn more: sforce.co/3VIKIFs
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I recently sat down with Ksenia from Turing Post TV to talk about what I believe is one of the biggest challenges and opportunities as enterprises move from experimenting with AI to deploying agents at scale.
The model is only one part of the equation. For agents to do real work inside an enterprise, they need trusted context, the right identity and permissions, access to business logic and actions, strong security and governance, and the ability to use the right model for the right outcome at the right price/performance.
Most AI harnesses focus only on the agent. Salesforce’s Enterprise AI Harness focuses on making the entire enterprise ready for all agents, providing the trusted context, models, agency, actions, security, governance, and control that any agent needs to do real work.
But there is an even deeper challenge. Much of what makes a business actually work has never been fully captured in software.
The reasoning behind a decision. The context shared in a meeting or 1:1. Why an exception was made. The tradeoffs a team considered. Much of this critical business context lives across conversations, in the minds of a few key people, and other unstructured forums, rather than being captured in a structured, reusable form.
Closing that gap and turning this institutional knowledge into trusted enterprise context that agents can reason over may be one of the most important problems we have to solve.
We covered this and much more. Agent identity, security, model routing, context, economics, what it takes to move agents from interesting pilots to meaningful production systems, and even some advice for students and people early in their careers navigating this extraordinary period of change.
Thank you, Ksenia, for the thoughtful conversation.
Watch the interview here: youtube.com/watch?v=ewm5Ub…
One recommendation: watch it at 1.25x speed.
The model is only one part of the equation. For agents to do real work inside an enterprise, they need trusted context, the right identity and permissions, access to business logic and actions, strong security and governance, and the ability to use the right model for the right outcome at the right price/performance.
Most AI harnesses focus only on the agent. Salesforce’s Enterprise AI Harness focuses on making the entire enterprise ready for all agents, providing the trusted context, models, agency, actions, security, governance, and control that any agent needs to do real work.
But there is an even deeper challenge. Much of what makes a business actually work has never been fully captured in software.
The reasoning behind a decision. The context shared in a meeting or 1:1. Why an exception was made. The tradeoffs a team considered. Much of this critical business context lives across conversations, in the minds of a few key people, and other unstructured forums, rather than being captured in a structured, reusable form.
Closing that gap and turning this institutional knowledge into trusted enterprise context that agents can reason over may be one of the most important problems we have to solve.
We covered this and much more. Agent identity, security, model routing, context, economics, what it takes to move agents from interesting pilots to meaningful production systems, and even some advice for students and people early in their careers navigating this extraordinary period of change.
Thank you, Ksenia, for the thoughtful conversation.
Watch the interview here: youtube.com/watch?v=ewm5Ub…
One recommendation: watch it at 1.25x speed.
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Rohan Kumar retweeted
Listen Labs is joining @salesforce!
A year and a half ago we launched Listen, an AI platform for understanding customers, and it’s been a crazy ride ever since.
Today, we work with some of the largest companies in the world, including Microsoft, Anthropic, and Sweetgreen.
What iewer is now a full platform for understanding customers. Listen finds the right people, interviews them, analyzes what they say, and even simulates how they'll behave.
Listen’s growth quickly accelerated and while we were raising our next round, we met @Benioff.
Marc is a hero of mine. I've taken countless ideas from Behind the Cloud and watched him framemog every AI CEO on the planet. We're honored to get framemogged next.
With Salesforce, we can bring Listen to every company in the world, much faster.
To our customers, our mission remains the same.I stay CEO, @Florian stays CTO and the same team will keep building the product you rely on, now inside Salesforce AI Labs. Thank you for believing in us early.
To our team, families, and everyone who believed in us before there was much to believe in, thank you.
These years have been the most fun years of my life, and it’s still only just the beginning for Listen.
Now back to work. 🚀
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Rohan Kumar retweeted
Welcome @HMRCgovuk. ❤️🇬🇧
HMRC bets up to £2.4B on Salesforce for taxpayer CRM overhaul theregister.com/public-sector/…
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Dubbed Koa, the new model is designed to power sales and service agents. cio.com/article/422232…
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Rohan Kumar retweeted
Claude just unblocked a deal stuck in Salesforce for 11 days. Live at #DF26. No slides. Real pipeline.
In seconds, it:
• Scanned the Slack thread
• Checked the security review
• Cross-referenced pricing history
• Executed the next step under standard seller permissions That’s ted onto CRM. Claude executing inside the system the business already trusts.
Trust first. Now it acts. ❤️💪
In seconds, it:
• Scanned the Slack thread
• Checked the security review
• Cross-referenced pricing history
• Executed the next step under standard seller permissions That’s ted onto CRM. Claude executing inside the system the business already trusts.
Trust first. Now it acts. ❤️💪
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Salesforce debuts Koa, a specialized model built to reason about CRM data
siliconangle.com/2026/09/15/sal…
siliconangle.com/2026/09/15/sal…
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At Dreamforce, we introduced Koa, Salesforce’s first CRM reasoning model, built on NVIDIA Nemotron.
AI is getting smarter at an extraordinary pace. But the Agentic Enterprise needs more than intelligence. It needs AI that understands how businesses actually work, their context, workflows, policies, tools, and decisions.
That’s why we built Koa.
Koa brings nearly three decades of Salesforce CRM expertise into a purpose-built reasoning model for Agentforce. It is post-trained entirely on synthetic data across the customer lifecycle, runs inside the Salesforce trust boundary, and uses no customer data for training.
And we’re already seeing what specialized intelligence can unlock: greater precision, reliability, and context retention across complex CRM tasks.
Koa isn’t about one model replacing every other model. I believe the future is much more exciting than that.
The future of enterprise AI is open, with the right model for the right job, surrounded by trusted context, actions, security, and control.
Koa is an important step toward that future.
A huge thank you to our teams at Salesforce and NVIDIA for bringing it to life. I can’t wait to see what our customers build with it.
lnkd.in/gCFU6Qcd
AI is getting smarter at an extraordinary pace. But the Agentic Enterprise needs more than intelligence. It needs AI that understands how businesses actually work, their context, workflows, policies, tools, and decisions.
That’s why we built Koa.
Koa brings nearly three decades of Salesforce CRM expertise into a purpose-built reasoning model for Agentforce. It is post-trained entirely on synthetic data across the customer lifecycle, runs inside the Salesforce trust boundary, and uses no customer data for training.
And we’re already seeing what specialized intelligence can unlock: greater precision, reliability, and context retention across complex CRM tasks.
Koa isn’t about one model replacing every other model. I believe the future is much more exciting than that.
The future of enterprise AI is open, with the right model for the right job, surrounded by trusted context, actions, security, and control.
Koa is an important step toward that future.
A huge thank you to our teams at Salesforce and NVIDIA for bringing it to life. I can’t wait to see what our customers build with it.
lnkd.in/gCFU6Qcd
Meet Koa, built on @nvidia Nemotron
Salesforce’s first CRM reasoning model for Agentforce just made its @Dreamforce debut.
→ Built with 27 years of Salesforce CRM intelligence
→ Designed for complex, multi-step CRM work
→ Matches or exceeds leading model performance on CRM rrors
🚀 Now in pilot
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Rohan Kumar retweeted
2M service calls. 30% resolved by AI agents.
The Adecco Group shows how at @Dreamforce:
→ Agentforce Voice + Service handle the call
→ Data 360 connects the context
→ Agent Fabric + Informatica route the work
Humans step in with judgement, empathy and care
The Adecco Group shows how at @Dreamforce:
→ Agentforce Voice + Service handle the call
→ Data 360 connects the context
→ Agent Fabric + Informatica route the work
Humans step in with judgement, empathy and care
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Rohan Kumar retweeted
Meet Koa, built on @nvidia Nemotron
Salesforce’s first CRM reasoning model for Agentforce just made its @Dreamforce debut.
→ Built with 27 years of Salesforce CRM intelligence
→ Designed for complex, multi-step CRM work
→ Matches or exceeds leading model performance on CRM rrors
🚀 Now in pilot
Salesforce’s first CRM reasoning model for Agentforce just made its @Dreamforce debut.
→ Built with 27 years of Salesforce CRM intelligence
→ Designed for complex, multi-step CRM work
→ Matches or exceeds leading model performance on CRM rrors
🚀 Now in pilot
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Rohan Kumar retweeted
Welcome Salesforce Koa powered by Nvidia Nemotron! ❤️🦮
Salesforce Koa is built on Nvidia's open-weight Nemotron model and is trained to do sales, marketing and customer-support tasks.
spr.ly/6014BGRmwY
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Rohan Kumar retweeted
🔴 LIVE: The Enterprise AI Harness for the Agentic Enterprise Keynote at @Dreamforce
President & Chief Platform and Engineering Officer, @RohanKData shows who how trusted context, action, governance, security, and AI control come together across your business x.com/i/broadcasts/1…
President & Chief Platform and Engineering Officer, @RohanKData shows who how trusted context, action, governance, security, and AI control come together across your business x.com/i/broadcasts/1…
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Rohan Kumar retweeted
14 years. $156M for Bay Area public schools. >$1B+ invested in our SF hometown from Salesforce Ohana. Today, we’re putting another $27M to work—with $18M straight to our public schools in SF, Oakland, NYC, Chicago & Indy. The impact:
• CS for 130,000+ Bay Area students
• Math scores rising in Oakland & SF
• Teachers & kids ready for AI
• Students at #Dreamforce learning from our Ohana
Business is the greatest platform for change. 1-1-1 was Day One—and we’re just getting started. Proud of our @Salesforce family. ❤️
stocks.apple.com/AZ2uEQcziQ4Ow9…
• CS for 130,000+ Bay Area students
• Math scores rising in Oakland & SF
• Teachers & kids ready for AI
• Students at #Dreamforce learning from our Ohana
Business is the greatest platform for change. 1-1-1 was Day One—and we’re just getting started. Proud of our @Salesforce family. ❤️
stocks.apple.com/AZ2uEQcziQ4Ow9…
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Rohan Kumar retweeted
Welcome Dreamforce! #DF26 14 years. $156M for Bay Area public schools. >$1B+ invested in our SF hometown from Salesforce Ohana. Today, we’re putting another $27M to work—with $18M straight to our public schools in SF, Oakland, NYC, Chicago & Indy. The impact:
• CS for 130,000+ Bay Ares rising in Oakland & SF
• Teachers & kids ready for AI
• Students at #Dreamforce learning from our Ohana
Business is the greatest platform for change. 1-1-1 was Day One—and we’re just getting started. Proud of our @Salesforce family. ❤️
• CS for 130,000+ Bay Ares rising in Oakland & SF
• Teachers & kids ready for AI
• Students at #Dreamforce learning from our Ohana
Business is the greatest platform for change. 1-1-1 was Day One—and we’re just getting started. Proud of our @Salesforce family. ❤️
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Rohan Kumar retweeted
Introducing AIforce
The full power of Salesforce. Any AI interface.
AIforce is the live interface layer for the Agentic Enterprise — bringing your data, workflows, business logic, permissions, security, and governance wherever people and agents work
Launching with Claudeforce, Slackforce, and Agentforce Coworker
Salesforce comes to you. See what that unlocks: sforce.co/3SPzzBL
The full power of Salesforce. Any AI interface.
AIforce is the live interface layer for the Agentic Enterprise — bringing your data, workflows, business logic, permissions, security, and governance wherever people and agents work
Launching with Claudeforce, Slackforce, and Agentforce Coworker
Salesforce comes to you. See what that unlocks: sforce.co/3SPzzBL
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