Why AI Won’t Replace Salesforce Ops & Admins: It Will Redefine Them with Agentforce

The Rise of Agentforce 360 Sparks Both Excitement and Anxiety

When Dreamforce 2025 spotlighted Agentforce 360 and the rise of “agentic AI,” many Salesforce admins and operational users walked away uneasy. Excitement about new automation collided with concern: If AI agents can configure workflows, process orders, or generate automations, what happens to the humans who keep Salesforce running every day?

The truth is, they’re more critical than ever. And recent research by IBM shows us why.

According to IBM’s State of Salesforce 2025–2026 report, only 33% of Salesforce customers say their AI initiatives meet ROI targets, while 72% have failed to scale AI across business units. That gap isn’t about a lack of technology — it’s about the missing human layer of governance, process design, and operational context. In short: AI can’t deliver value without people who know how the business actually works.

From Salesforce System Configuration to Business Orchestration

For decades, Salesforce admins have been the architects of automation such as building flows, managing data, and keeping systems secure. Operational users — from inventory planners to service reps to purchasing coordinators — have been the heartbeat of execution, ensuring every process runs from quote to cash and order to delivery.

AI might automate some tasks, but it can’t understand why those tasks exist or what they mean for customers, compliance, or budgets. The IBM report highlights that only 21% of Salesforce customers feel confident they have proper governance for agentic AI, and more than half of executives (56%) haven’t issued clear guidance to employees on how to use AI responsibly. That’s a massive governance gap and it’s precisely where Salesforce admin and ops users provide immense value.

Their work is evolving from configuration to orchestration:

• Defining what agents should do and where humans still make the call.
• Mapping how CRM, ERP, and finance data connect.
• Establishing guardrails that keep automation accountable and compliant.

That’s not less important, it’s indispensable.

The Heart of Salesforce Customer + Operations 360°

The same IBM report reveals that only 26% of Salesforce customers have most of their customer data inside Salesforce, leaving critical operational data from ERP, order management, and finance systems in silos. Organizations that integrate Salesforce with those systems are two to three times more likely to achieve cost savings, accurate AI predictions, and a true 360 degree customer view.

That’s the foundation of Ascent’s Operations 360° vision: connecting every workflow, from CRM to ERP, on one secure platform. It’s Salesforce Ops and admins who make that connection possible. They understand how a late shipment affects billing, how inventory fluctuations affect customer satisfaction, and how permissions and approvals must align with real-world processes. They are the bridge between data and decision.

Why “Less Clicks” Doesn’t Mean “Less Work”

AI reduces manual work but it also amplifies complexity. Instead of managing hundreds of clicks, admins and Ops users will design the logic that governs thousands of automated actions. IBM’s research found that 64% of customers struggle to determine AI’s total cost of ownership, often because of hidden costs like retraining models, maintaining data quality, and upskilling staff. That’s another area where experienced leaders are vital — managing the economics of automation and ensuring each AI agent delivers measurable value.

In this new era, “hands-on” becomes “heads-up.” Salesforce power users are no longer system operators; they’re strategic process owners guiding the entire business flow.

The Rise of the Salesforce “Operations Strategist”

Tomorrow’s Salesforce power users will combine technical fluency with business intelligence. They’ll be:

• Process architects who align automation with measurable outcomes.
• Data stewards who ensure ERP and CRM data stay trusted and compliant.
• Change leaders who help teams adopt new AI-driven tools with confidence.
• Cross-functional connectors linking sales, service, inventory, and finance in real time.

These roles aren’t being replaced — they’re being redefined into something more strategic and more visible to leadership.

Agentic AI can act, but only humans can ensure it acts responsibly. Salesforce admins and operational specialists understand exceptions, ethics, and edge cases. They keep workflows auditable, secure, and aligned with organizational goals. As IBM’s report warns, “workflow decisions are being made with or without you.” That’s the call to action for Salesforce power users to stay in the loop, steering automation rather than being sidelined by it.

The Future of Operations Is Human + AI

As CEO Mark Benioff has stated many times, the future of business is Human + AI. Dreamforce 2025 didn’t mark the end of Salesforce Admin and Operational roles, it marked the beginning of a smarter partnership between humans and intelligent systems.

As AI takes on repetitive work, users gain time to do what AI can’t: interpret, adapt, and innovate. With Cloud ERP on Salesforce, they’ll be the strategic backbone of the AI-powered enterprise that unites data, process, and performance into one intelligent operational fabric.

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