Salesforce

What the automated decision is: Agentforce agents answer and act on cases; Einstein classifies, routes and drafts replies

WF-P-000035

Made by

Salesforce, Inc.

About the vendor

• Salesforce, Inc. is headquartered in San Francisco, CA.
• Salesforce, Inc. gives its head office as San Francisco, CA, United States, on its own website.
• Salesforce, Inc.'s chief executive is Marc Benioff (per Wikidata).
• Salesforce, Inc. reported revenue of $41.52bn for 2026.

Compliance & AI governance

SOC 1SOC 2SOC 3ISO 27001ISO 27017ISO 27018CSA STARAs the company states it, in its SEC filings (tier A) or on its own website (tier B). Not checked against the certifying bodies.

AI laws

• Bot-disclosure laws (California SB 1001 · Utah · EU AI Act)Yesevidence ↗
  Has the vendor published how its AI agents tell customers they are talking to a bot? — “Agentforce is designed with standard disclosure patterns baked into AI agents that send outbound content.”
• EU AI ActNone found
  Has the vendor published a statement on its duties under the EU AI Act?
• Wiretap and call-recording laws (California CIPA)None found
  Has a lawsuit alleged the vendor's system recorded, transcribed or analysed customers' calls or chats unlawfully?
• Illinois BIPA (voiceprints)None found
  Has a lawsuit alleged the vendor's system collected voiceprints or other biometrics in violation of Illinois' BIPA?

Each law is asked as a question public evidence can answer. “None found” describes our search of the vendor’s own site, news and court reporting on 2026-10-06 — not a finding that the company has or has not complied. A lawsuit is an allegation, not a finding.

In its SEC filings

25 disclosures — 4 litigation · 11 how it says it uses ai · 10 ai risks it names

Litigation

• Salesforce, Inc.'s 10-K filed 2026-03-02: Salesforce is a defendant in multiple actions alleging it facilitated sex trafficking by providing CRM software to a former customer, Backpage. (G.G. v. Salesforce, Inc., Case No. 1:20-CV-2335)
• Salesforce, Inc.'s 10-K filed 2026-03-02: Salesforce discloses a legal proceeding brought by a Dutch privacy advocacy group, the Privacy Collective, alleging violations of the GDPR and Dutch Telecommunications Act, which remains pending before the Dutch Supreme Court.
• Salesforce, Inc.'s 10-K filed 2026-03-02: Salesforce discloses a securities class action against Slack, its directors and officers, alleging violations of securities laws in connection with Slack's registration statement. (In re Slack Technologies, Inc. Shareholder Litigation, Lead Case No. 19CIV05370)
• Salesforce, Inc.'s 10-K filed 2026-03-02: Salesforce is subject to ongoing securities class action litigation and related stockholder derivative claims brought against Slack, which it acquired.

How it says it uses AI

• Salesforce, Inc.'s 10-Q filed 2026-08-27: Salesforce's platform includes an autonomous AI agent layer called Agentforce that enables organisations to deploy agents that reason, make decisions and execute tasks.
• Salesforce, Inc.'s 10-K filed 2026-03-02: AI is embedded in the flow of work, and every Agentforce-embedded application reasons, learns, and takes action alongside users.
• Salesforce, Inc.'s 10-K filed 2026-03-02: The Agentforce 360 Platform is AI-powered and unites sales, service, marketing and other offerings on a single intelligent platform.
• Salesforce, Inc.'s 10-K filed 2026-03-02: Customers can build and deploy always-on digital labour for employees and customers using autonomous AI agents via Agentforce.
• Salesforce, Inc.'s 10-Q filed 2026-08-27: Salesforce's Agentforce platform enables companies to build and deploy AI agents that autonomously respond, decide and act across sales, service, marketing and commerce.
• Salesforce, Inc.'s 10-K filed 2026-03-02: Salesforce is increasingly building AI into many of its offerings, including generative and agentic AI, such as Agentforce and the Agentforce 360 Platform.
• Salesforce, Inc.'s 10-K filed 2026-03-02: Agentforce enables customers to build, deploy, and manage enterprise-grade autonomous AI agents that connect AI models directly to execution and handle workflows.
• Salesforce, Inc.'s 10-Q filed 2026-05-28: Salesforce states that its Agentforce platform enables companies to build and deploy AI agents that can respond to inputs, make decisions and take action autonomously across business functions including sales, service, marketing and commerce.
• Salesforce, Inc.'s 10-K filed 2026-03-02: Agentforce resolves customer issues swiftly and accurately with answers grounded in trusted, unstructured content unified in Data 360.
• Salesforce, Inc.'s 10-K filed 2026-03-02: The company's offerings leverage large language models in its AI products.
• Salesforce, Inc.'s 10-K filed 2026-03-02: The company offers products named Agentforce and Data 360, which are described as AI-related offerings.

AI risks it names

• Salesforce, Inc.'s 10-Q filed 2026-08-27: Salesforce cautions that AI technologies may produce inaccurate, misleading, biased, offensive or unsafe content and may implicate intellectual property rights.
• Salesforce, Inc.'s 10-K filed 2026-03-02: Salesforce warns that AI applications may be targeted or misused, or may perform in ways that are inaccurate, biased, unreliable or otherwise harmful, potentially leading to regulatory scrutiny, litigation or reputational harm.
• Salesforce, Inc.'s 10-Q filed 2026-08-27: AI models are probabilistic, and agentic AI may cause unanticipated outcomes that disrupt systems or customers, which may be difficult to anticipate, detect, or reverse.
• Salesforce, Inc.'s 10-K filed 2026-03-02: The company warns that social, ethical and regulatory issues, including the development, deployment, use or capabilities of AI in its offerings, present a strategic and industry risk.
• Salesforce, Inc.'s 10-Q filed 2026-08-27: New AI offerings may disrupt the company's service offerings or transform workforce needs and negatively impact demand.
• Salesforce, Inc.'s 10-Q filed 2026-08-27: Threat actors may use or exploit AI technologies to identify previously unknown vulnerabilities and accelerate, scale or personalize cyberattacks, reducing remediation time.
• Salesforce, Inc.'s 10-Q filed 2026-08-27: Frontier AI models may enhance threat actors' ability to rapidly identify unknown vulnerabilities and automate complex attack chains, compressing time for countermeasures.
• Salesforce, Inc.'s 10-K filed 2026-03-02: The company states that the adoption and deployment of AI technologies within its products, services and internal systems may introduce novel security, data governance or operational risks.
• Salesforce, Inc.'s 10-K filed 2026-03-02: The company identifies that the use or exploitation of AI technologies by threat actors may accelerate, scale or personalise cyberattacks, limiting its ability to anticipate, detect or mitigate such threats.
• Salesforce, Inc.'s 10-Q filed 2026-08-27: Adoption and deployment of AI technologies within products, services, and internal systems may introduce novel security, data governance, or operational risks.

What the company itself told the SEC. A model found each passage and had to quote it exactly; a disclosed lawsuit is an allegation against the company, not a finding.

Products

Agentforce Contact Center · Agentforce Service · Experience Cloud

Technology

ProfessionalWhich AI models and cloud providers this platform runs on, each with its source.

See what Professional includes →

In court

0 cases name it as a party

Where we have looked

Searched through CourtListener / RECAP, last read 2026-10-01:

• US federal district, appellate and bankruptcy dockets — 235 courts105 district, 14 appellate, 95 bankruptcy and 21 special federal courts
• published opinions, including state supreme and appellate courts — 384 courts, including 53 state supreme courts53 state supreme, 62 state appellate, 6 state trial and 28 state special courts, plus the federal courts above

County and municipal courts are not searched, and neither is anything outside the United States. A count of nought means we found nothing where we looked, not that nothing exists.

Verified deployments

45 companies we can evidence on Salesforce, from addresses they run on its domain and from Salesforce’s own customer stories. Which ones, and since when, is a Professional feature.