Augmenting Industry-Specific Processes with Salesforce Agentforce

Enterprises are accelerating the adoption of Salesforce applications to unify fragmented data estates and operationalize AI at scale. Agentforce is gaining traction across industries, powering vertical-specific use cases such as warranty claim handling in manufacturing, patient enablement in healthcare, and media plan automation in entertainment. Service providers are embedding agentic AI across CRM life cycle stages, spanning lead management, marketing, configure, price, quote (CPQ), customer engagement, and support. They are also guiding enterprises through the end-to-end Agentforce adoption journey, including AI maturity assessments, business process mapping, and prompt engineering, while driving organizational readiness through structured change management programs.

Both demand-side and supply-side trends are covered in our Salesforce Services 2025 Market Insights™ and Salesforce Services 2025 RadarView™, respectively. These reports present a comprehensive study of Salesforce service providers and closely examine market leaders, innovators, disruptors, and challengers. They also provide a view into key market trends and developments impacting the Salesforce services space.

Avasant evaluated 37 providers using three dimensions: practice maturity, partner ecosystem, and investments and innovation. Of these, we recognized 29 providers who brought the most value to the market over the past 12 months.

The RadarView recognizes platform providers in four categories:

• • Leaders: Accenture, Capgemini, Cognizant, Deloitte, HCLTech, IBM, Infosys, TCS, and Wipro
  • Innovators: LTIMindtree, NTT DATA, Persistent Systems, PwC, Salesforce Professional Services, and Tech Mahindra
  • Disruptors: Jade Global, Mphasis Silverline, OSF Digital, Publicis Sapient, Slalom, UST, and Xoriant
  • Challengers: Birlasoft, Brillio, Dextara Datamatics, Mastek, Movate, Virtusa, and YASH Technologies

The following figure from the full report illustrates these categories:

“Enterprises are leveraging Agentforce to reimagine industry-specific workflows such as claims management, media planning, and commerce support,” said Ruth Steinberg, partner at Avasant. “This native agentic layer enables enterprises to act on real-time insights, orchestrate cross-application processes, and enhance automated decision-making.”

The findings in the reports include the following:

• • The Salesforce services market is expanding at 24% YOY, driven by adoption in customer service, field operations, and workflow automation. A majority of enterprises are also extending use cases into data unification, omnichannel marketing, and pipeline automation.
  • Industry-specific adoption continues to deepen, with enterprises leveraging Agentforce to address use cases such as automating warranty claims in manufacturing, managing claims life cycles in healthcare, optimizing media planning in entertainment, and streamlining B2B commerce in retail and CPG.
  • Salesforce service providers are allocating 60% of their investments toward inorganic expansion and practice growth initiatives. These include acquisitions to strengthen digital capabilities, geographical footprint expansion, and scaling Salesforce delivery presence, market reach, and resource base.
  • Regional adoption patterns are diverging, with North America and Europe driving generative AI pilots, autonomous Agentforce deployments, and data consolidation, while emerging markets emphasize Industry Cloud and conversational agents for the retail, telecom, and public sectors.

“Service providers are extending agentic AI capabilities across the Salesforce CRM value chain,” said Premal Shah, principal analyst at Avasant. “These agents shorten sales cycles, streamline CPQ operations, personalize customer engagement, and make customer service more proactive and context aware.”

The Salesforce Services 2025 RadarView™ also features profiles of the 29 service providers, including their solutions, offerings, and experience in assisting enterprises with Salesforce adoption.

This Research Byte is a brief overview of Avasant’s Salesforce Services 2025 Market Insights™ and Salesforce Services 2025 RadarView™. (click for pricing)