February 26, 2026 • 5 min read
Salesforce Hits 29,000 Agentforce Deals, Starts Poaching from ServiceNow’s ITSM Base
Director of Content & Market Research
February 26, 2026
Salesforce has now secured 29,000 Agentforce deals, marking an increase of more than 10,000 in just three months.
The surge follows hot on the heels of Dreamforce 2025, where it launched a host of new capabilities to improve the AI agent platform.
These included a new conversational development studio, native voice layer, a hybrid reasoning engine for deterministic and non-deterministic flows, an agentic app builder, and observability capabilities to better monitor agent reasoning and accuracy.
Additionally, Salesforce unveiled its new vision for Slack as the “Agentic OS” and shared many Agentforce use cases implemented by its customers.
Critically, these demos, alongside the raft of pre-configured industry- and department-specific agents released across the back end of last year, made AI agents seem more practical and less experimental than in 2024.
Now, Salesforce appears to be reaping the benefits, sharing the new milestone during its latest earnings call, where its total revenue for Q4 reached $11.2 billion, up 12% year-over-year (YoY).
“In its first 15 months, [Agentforce] closed 29,000 deals, up 50% quarter over quarter. Customers in production have increased as well, nearly 50% in Q4. It can do more, has more power, and is more capable than ever.”
Benioff also said that Agentforce is now an $800 million business in its own right, and that when combined with Data 360 (formerly Data Cloud), the two solutions’ annual recurring revenue is up 200% YoY.
The latter statistic underscores how Data 360, Salesforce’s customer data platform (CDP), is laying an important foundation for Agentforce.
In supporting collaborative data sharing across customer-facing teams, it ensures overlapping agents don’t drink from siloed data pools and undermine experiences.
Critically, the solution also allows brands to pull in data from external enterprise systems, enabling customer-facing teams to expand the scope of automation.
By anchoring its Agentforce strategy with Data 360 and pre-packaged agents, Salesforce aims to position itself as the adult in the AI agent conversation. After all, many organizations have experimented only to fall short in terms of data supply, governance, and costs.
Salesforce’s recent acquisition streak also reflects its evolved approach, with the vendor snapping up several advanced AI agent providers. These bring together a clearly defined use case, access to clean data, seamless integration into real-world workflows, and measurable ROI. Salesforce’s acquisition of Cimulate is an excellent example.
Salesforce Poaches ServiceNow ITSM Customers
Alongside Agentforce, Benioff celebrated the early success of Agentforce IT Service, its IT Service Management (ITSM) solution, launched shortly before Dreamforce 2025.
“[We have] won over 180 customers. I especially loved five customers who got to leave the purgatory of ServiceNow, like Sunrun, Cornerstone, CoolSys, and others, too, that we’re not allowed to mention.”
The comment follows ServiceNow’s push into the CRM space in 2025, with CEO Bill McDermott stating his ambition for the company to eventually become market leader.
Salesforce is the current leader, with a 20.7% overall share, according to IDC data released last year. Second-placed Microsoft owns less than a third of that percentage.
Nevertheless, ServiceNow is aiming for Salesforce’s mantle, and the latter’s launch into ITSM - followed by Benioff’s brag about poaching customers - could be seen as a rebuttal.
Yet, don’t overlook what Salesforce is attempting to do in combining customer, HR, and IT services on one platform: Agentforce Service.
In doing so, it can help establish a common language for change across service functions, combine voice of the customer and employee insights, and reduce technology debt.
While many have long touted the unification of enterprise service management (ESM) for these reasons, the expansion of Agentforce Service marks a significant step forward.
Salesforce Dismisses SaaS-pocalypse Concerns
For over a year, some have forecasted the downfall of conventional SaaS applications thanks to advances in AI agents and vibe coding.
In January, former Amazon Worldwide Consumer CEO Dave Clark shared on LinkedIn that he built a custom CRM for his new business in just 72 hours.
Such experiences accelerate the narrative that SaaS applications, like CRM solutions, are under threat. Yet, Benioff poured cold water on such talk.
“You can come here. I will show you how I run a business with apps and agents together. It’s why nearly 90% of Forbes top 50 AI companies use Salesforce and Slack, and if there is a SaaS-pocalypse, I think it might be being eaten by the Sasquatch, because there are a lot of companies using a lot of SaaS, because SaaS just got a lot better with agents-as-a-service.”
Instead, Benioff asserted that an Agentic Enterprise, where people and AI collaborate across SaaS applications to tackle their organization’s most critical challenges, represents the future.
Of course, that’s what the CEO of such a big SaaS company probably would say. Yet, with many companies deferring AI spend and the need to ground AI in application data, the idea of an SaaS-pocalypse still appears a somewhat distant prospect.