Dreamforce 2025: From Unified Commerce to Agentic Orchestration—Salesforce Sets the Stage for the Next Wave of Value
Retailers and manufacturers face mounting pressure to adapt. Dreamforce 2025 responded not with incremental upgrades but with a clear operating roadmap that prioritizes scalable impact and measurable outcomes. Salesforce’s moves in agentic orchestration and unified commerce should be on every leadership team’s radar, signaling where the market is headed and how organizations can differentiate.
What’s Changing
Agentforce 360 is now the centerpiece-an agentic enterprise platform organizing workflows across customers, operations, and analytics. Instead of just supplementing service, agents become the connective tissue of the modern enterprise, with Slack functioning as the key collaboration layer driving real-time orchestration.
- 95% Drop in Agentic Costs: The introduction of Flex Credits makes powerful automation accessible to a much broader base, lowering adoption barriers and creating space for both experimentation and scale. Many clients cited flexible, transparent pricing as essential for planning and growth.
- Strategic Acquisition in Supply Chain: By acquiring Regrello and investing through Salesforce Ventures, Salesforce is strengthening its ability to orchestrate, automate, and optimize supply chain tasks-without aiming to be a full ERP provider. The focus remains on orchestration and processes, not trying to replace backend enterprise systems.
- Unified Commerce Commitment: Salesforce’s bundled POS, OMS, and eCommerce now supports true omnichannel journeys and process visibility-helping associates and customers meet anywhere along the journey with no channel silos.
Operational Implications
These announcements move beyond headline value—they drive concrete performance metrics such as faster service response, greater employee productivity, and meaningful improvements in customer engagement. By architecting around agentic orchestration, businesses can accelerate knowledge transfer and resolution across every customer and operational touchpoint.
Flex Credits deserve special mention, not just for their cost reduction, but because they represent a best practice in adapting enterprise pricing to business realities. Informal client discussions at Dreamforce made clear that this new model removes key barriers to adopting agentic workflows, allowing teams to pilot, learn, and scale solutions with greater confidence.
Unified commerce’s new visibility matches the moment: higher conversion, tighter inventory management, and a single, actionable data pool that powers operations from the sales floor to HQ.
Key Observations and Session Highlights
Williams Sonoma’s use of Agentforce 360 in “after the sale” support demonstrates how agents can nurture brand community and drive repeat engagement, taking service beyond simple transactions. They demoed their sous-chef, “Olive,” which went live in 30 days, personalizing recipe recommendations and closing the “in-store experience gap” online. Agents can be direct selling tools for sure, but there are key opportunities for it to be utilized in “soft-sell” type use cases.
- Pandora and FedEx show improvement in service speed and onboarding, emphasizing scalable, agentic adoption at enterprise scale. Pandora’s “Gemma” agent achieved a 60% improvement in service deflection, demonstrating seamless handoffs between conversational commerce and after-the-sale support. FedEx’s Data360 deployment showed just how quickly agentic automation can streamline even “boring” back-office ops—cutting onboarding cycles by two-thirds.
- B2B and self-service users benefit, with previously complex portals evolving into smooth, dynamic transaction flows.
- Agentic pricing is complex and will likely be much more non-uniform and iterative compared to traditional SaaS usage-based pricing models. Our personal belief is that this will evolve over time, and we will see shared value type considerations where ROI can be clearly defined and calculated. Most vendors are likely to face growing pains as they develop pricing strategies for their agentic offerings.
- Looping feedback into strategy—use early results and customer insights to continuously improve agent-driven processes and value.
Dreamforce 2025 reflected an industry-wide pivot to agentic platforms, unified commerce, and supply chain orchestration. Pricing models, process design, and real-world proof points all converged on delivering measurable value. The insights from Salesforce’s event are ready to be deployed and leaders who build on these lessons will be best positioned for the next phase of digital transformation.