Big News in the AI world: Enterprise AI teams are hitting a wall — not because their models can't reason, but because the workflows underneath them were never built for agents. The math doesn't add up. Tasks fail, handoffs break, and the problem compounds as organizations push agents deeper into back-office systems. Honestly, this is where most fail - they don't rethink their processes. In my experience, it's crucial to introduce observability into the mix.
Sanjna Parulekar, Salesforce senior vice president of Product, told VentureBeat that the problem is that many enterprise workflows are not built for agents. What we've observed with customers is that a lot of times, the brokenness in a process is probably in your product requirements document. So when that's uploaded into a product, it doesn't quite work. We can optimize it and cut out some things and replace it with an agent. It's a game-changer.
Read also: Big News: AI Creativity On The Rise, But Will It Redefine Art? to understand the impact of AI on various industries. Agentforce Operations is a new workflow platform that turns back-office workflows into a set of tasks for specialized agents to complete. Users can upload their processes or use one of the set Blueprints provided by Salesforce, and Agentforce Operations will break it down for agents.
Revolutionizing Workflows with Agentforce Operations
Enterprises deploying agents are learning a costly lesson: Their workflows were designed around human judgment gaps, not machine execution. Processes that evolved through years of workarounds — loosely defined steps, implicit decisions, coordination that depends on individuals knowing what to do next — break when agents are asked to follow them literally. It's a mess. Even with all of an enterprise's context at its fingertips, AI systems will have difficulty completing tasks if it is not clear what it's supposed to do.
Parulekar said her team found that focusing on what makes the process tick and breaking it down into more explicit steps and workflows makes the system more deterministic. Then, when platforms like Agentforce Operations introduce agents, those agents already know their specific tasks. It forces companies to rethink their processes and introduces observability into the mix because of the session tracing model in the system. Read also: Redwood Software Revolutionizes SAP Sapphire with Agentic Orchestration to see how other companies are innovating in this space.
Codifying a workflow doesn't fix a broken one. If a process has flawed steps, encoding it for agents locks in the problem at scale. And once workflows are distributed across agents, the challenge shifts from execution to governance: who owns the process, who validates it, and how it evolves when business conditions change. It puts the onus on teams to take a hard look at what works for them and what doesn’t. Brandon Metcalf, founder and CEO of workforce orchestration company Asymbl, told VentureBeat that the key to both humans and agents following a workflow is a shared goal.
The NextCore Edge: What others are missing is that Agentforce Operations is not just a workflow automation tool, but a way to rethink processes and introduce observability. It's a bottom line approach - you need to understand the goal or the agent or human won't complete the task successfully. Someone has to manage that outcome that has to be delivered. It can be a person or an agent. Read also: Big News: AI Scaffolding Revolution - What Survives the Collapse to see how AI is changing the landscape.
According to a report by Reuters, the use of AI in workflow automation is on the rise. Another report by The Verge highlights the importance of observability in AI systems. These reports validate the need for a platform like Agentforce Operations.
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