Salesforce Summer ’25 announces smarter AI and sales tools

Salesforce unveiled its Summer ’25 release, which comes with updates that will help businesses use AI agents more effectively across sales, customer service, and industry-specific workflows. The main highlight of the release is the upgrade to Agentforce. Salesforce is expanding how AI agents can assist employees, developers, and customers with new tools for richer interactions, multimodal support, and improved guardrails.

The Summer ’25 release rolls out five major upgrades to Agentforce. It includes:

·         AI Support for Employees: AI agents can now provide personalized help to employees across Salesforce Lightning, Mobile, and Slack with suggestions, surfacing knowledge, and completing workflows.

·         Agent Surfaces: Developers can build visual and media-rich AI responses depending on the channel and context.

·         Web Search: Agentforce now taps into public web sources to broaden its knowledge base and improve answer accuracy.

·         Multimodal Support: Users can share images and files directly in chats, giving agents more context to respond with.

·         Instruction Adherence: Admins can monitor whether AI agents are following instructions, using an AI-generated score to flag off-track responses.

Key Updates in Sales Cloud

Sales Cloud is also getting some AI-powered improvements focused on automation and productivity -

·         Pipeline Management: Agents can now suggest or auto-fill opportunity fields like Stage or Next Steps using past conversation data.

·         Sales Coaching: On-demand coaching is now embedded across various parts of the CRM and available in six additional languages.

·         Sales Development: AI agents can now manage outreach across Contacts and Person Accounts, not just Leads while supporting message previews and multi-language content.

Data Cloud Updates

Data governance and AI-driven data classification have also received some important updates. Here are some of its stand-out features -

·         AI Tagging: Uses AI to automatically classify and tag data.

·         Policy-Based Governance: Allows data masking and policy enforcement for better compliance.

·         RAG 2.0: Improves AI reliability by citing sources and refining prompts.

·         Unstructured Data Support: Adds connectors like Zendesk and web crawlers to help AI work with more varied data.

·         Zero Copy Framework: Comes with APIs and SDKs for partners to access data securely without duplication.  

Industry-Specific Solutions

The company is also introducing new AI skills with Agentforce’s role across verticals:

·         Education: AI agents can now answer admissions queries and manage campus visit sign-ups.

·         Financial Services: Agents can handle banking-related customer support and reduce turnaround times.

·         Life Sciences: AI assists in identifying ideal clinical research locations using historical data.

·         Public Sector: Complaint resolution is streamlined using AI summarisation and case linking.