Salesforce expands Agentforce with new prebuilt agents and previews a cross-vendor control plane

CRM put usage numbers behind Agentforce rather than capability claims. The company said customers have now consumed 7 billion cumulative Agentic Work Units across Agentforce and Slack, with 3.2 billion of those in the most recent quarter alone. A consumption metric growing that fast quarter over quarter is the disclosure that matters, because Agentforce is priced against consumption rather than seats.

The product news is a roster of prebuilt, role-shaped agents reaching general availability: Casey, Paige, Carter, Marshall, Piper and Fin, alongside Multi-Agent Orchestration. Salesforce published customer-level results for several of them, including Eva handling 50% of inquiries at Engine, Paige absorbing 70% of administrative work at Autism Queensland, Hibbett running 90% of shopper journeys through an agent, Asana seeing 4x conversation volume with Piper on a 45-day average deployment, and Fin resolving 79% of conversations at Anthropic.

Two important qualifications separate what shipped from what was announced. Hunter, the outbound sales agent used to demonstrate long-horizon autonomy and the rescue of at-risk deals, is in pilot, with general availability not until November 2026. The Trusted Enterprise AI Harness, positioned as a single control plane for agents across vendors, was only previewed on September 10 and is not expected to reach full availability until early fiscal 2028, around February 2027. Coverage that describes the Harness as a live governance layer is describing a roadmap.

The survey Salesforce used to justify the Harness is small but directionally useful: across 107 respondents, 85% run two or more agent platforms, the average enterprise runs 3.1, and 53% expect a hybrid control plane by the end of 2026. That fragmentation is the real strategic bet here, and it cuts both ways, since a cross-vendor control plane is also an admission that Salesforce does not expect to be the only agent platform in its customers' stacks. No pricing, bookings or ARR figure was attached to Agentforce in any of this, which is the disclosure to watch for next.