What's New in Salesforce AI

A short refresher on the latest Salesforce AI updates

What this course covers

The course runs across 7 topics, each one a short adaptive session rather than a recorded lecture. The tutor explains the idea, works an example, checks understanding, and adjusts the next step to the answer given.

Agentforce Coworker is generally available — What's different: Agentforce Coworker, an AI teammate that finds answers across your CRM and Slack data, catches you up on changes and takes actions for you, is now generally available inside Salesforce. Why it matters for your work: You can ask one assistant for account updates, deal risks or next steps instead of opening many records and reports. Try it (about 2 minutes): Click the Salesforce search bar at the top of the page and ask Coworker to catch you up on what changed with your top open opportunities this week.
Ready-made agents for sales, service and IT/HR — What's different: Salesforce released a set of named, prebuilt agents that are generally available now, including Piper for inbound leads, Casey for customer help, Paige for IT and HR requests, Carter for shoppers and Marshall for back-office work. Why it matters for your work: Your team can start from an agent already built for a common job, like qualifying inbound leads, instead of building one from scratch. Try it (about 2 minutes): Ask your admin which of these agents your org has turned on, then open one (for example the inbound lead agent's activity on a lead record) and read what it did and why. No access? Here's what you'd see: Learners see prebuilt agents like Piper, Casey, Paige, Carter, and Marshall, and can read an agent's activity on a lead record.
Talk to Agentforce hands-free in the mobile app — What's different: Agentforce voice for employees is now generally available in the Salesforce mobile app, so you can speak to an agent to look up CRM data and log updates, with mute and end-call controls. Why it matters for your work: Field reps and others on the move can update records and get answers by voice instead of typing on a phone. Try it (about 2 minutes): Open the Salesforce mobile app, start a voice session with Agentforce, and ask it to read you the details of your next meeting's account. Needs: the Salesforce mobile app. No access? Here's what you'd see: Users see mute and end-call controls when starting an Agentforce voice session in the Salesforce mobile app.
Older Gemini models now rerouted to newer ones — What's different: Since October 20, 2026, requests to Gemini 2.5 Pro, Flash and Flash-Lite in Salesforce are automatically sent to the matching Gemini 3.5 models. Why it matters for your work: Prompt templates and agents that used those models may give slightly different answers, so they need a quick retest. Try it (about 2 minutes): Open Prompt Builder, find a template that used a Gemini 2.5 model, and run a preview to check the output still looks right on the newer model.
AI can polish case comment drafts — What's different: Service reps can now use Agentforce writing tools to refine case comment drafts with instructions, and admins set the tone through a prompt template. Why it matters for your work: Reps can write clearer, on-brand case updates faster. Try it (about 2 minutes): On a case, write a rough comment, use the AI refine option to ask for a shorter, friendlier version, and compare it to your draft.
Also new — - Health alerts for agents running in production: Agent Health Monitoring and Voice Observability are now generally available to track live agent performance. - Agents can hand work to other agents: Multi-Agent Orchestration is now generally available, allowing specialized agents to route work and share context. - Sensitive-data masking disabled for Agentforce agents: Sensitive-data masking is now disabled for Agentforce agents while remaining active for standard prompt templates. - Build a Data 360 audience by describing it: Data 360 users can now describe a target audience in plain language for the Marketing Agent to build. - Draft Knowledge articles from any record: Einstein Knowledge Creation can now draft Knowledge articles from any record using custom prompt templates. - Setup with Agentforce handles more admin tasks: Setup with Agentforce can now perform more admin tasks like managing users, passwords, and role hierarchies. - Slackbot chat panel inside Salesforce records: Slackbot now appears as a chat panel next to Salesforce records in Lightning Experience. - Slack turns meeting notes into Salesforce tasks: Slack now writes AI call summaries with action items that users can convert directly into Salesforce tasks. - Slackbot builds live dashboards from Salesforce data: Slackforce Surfaces allow users to ask Slackbot to build and pin live dashboards from Salesforce data. - Approve Salesforce requests right in Slack: Salesforce flow orchestration approval requests can now be sent to and acted on directly within Slack. - and 1 more: Official Salesforce plugin for Claude Code
Try one on your own work — Pick the one main change from this course that is most useful to your job. Try it in your own Salesforce AI on a real task, then paste or describe what you got. The coach gives short, specific feedback. No access to the app or plan it needs? Describe how you would use it on a real task this week. That counts too. There is no score and no pass or fail: finishing this completes the course.

Skills you build

Results are measured against named skills in the OneRange taxonomy of more than 10,000 skills, so a manager sees proficiency per skill rather than a completion tick.

Who it is for

The material is pitched at intermediate level, and takes roughly 20 minutes at a typical pace. Because every session adapts, someone who already knows a topic moves through it quickly instead of sitting through an explanation they do not need.

It sits in the Tool: Salesforce AI track of the Vero AI Catalog, and can be assigned to one person, a team, or the whole company.

How it is delivered and assessed

Delivery is conversational and interactive. There is no video to sit through and no slide deck to click past.

Understanding is checked with a lab assessment, with a pass mark of 70%.

Administrators can copy this course into their own library and adapt it — edit the outline, change the duration, swap the assessment format, or ground it in internal documentation so answers cite the company's own source material.

Also in this track

Salesforce AI: Core — Einstein & Agentforce — This course shows sales and service teams how to use Salesforce's AI for CRM insights, content, and agents. Learners apply Einstein insights, generative fields, and Agentforce agents, and understand the data and trust layer. Participants finish able to get more from Salesforce with AI.
Salesforce AI: Essentials — Working with Agentforce — Learners will be able to work alongside the AI features their company has turned on in Salesforce. The course covers reading an AI-suggested summary or reply, editing it before it reaches a customer, and telling the admin when the AI gets something wrong. They leave using Salesforce's AI as a helpful draft, never as the final word.
Salesforce AI: Advanced — Building Agentforce Agents — An advanced course on building and deploying Agentforce agents in Salesforce. Learners configure agent actions against CRM data, test rigorously, and deploy with guardrails appropriate for customer-facing automation.

Frequently asked questions

How long does this course take?

It runs roughly 20 minutes at a typical pace. Because every session adapts, someone who already knows a topic moves through it quickly instead of sitting through an explanation they do not need.

How is it assigned to a team?

An administrator assigns it from the Vero dashboard to one person, a team, a department or the whole company, and sees progress and results per person and per skill.

Can we customise it with our own documents and terminology?

Yes. Administrators can copy this course into their own library and adapt it — edit the outline, change the duration, swap the assessment format, or ground it in internal documentation so answers cite the company's own source material.

Course code what-s-new-in-salesforce-ai-1148479d.