India, May 20 -- At Agentforce World Tour Mumbai, Salesforce tried to make a larger point - the next enterprise may not be built only around applications, dashboards and human users. It may be built around humans, AI agents, data, workflows and platforms working together.

That is a big shift for a company whose identity has long been tied to customer relationship management. The CRM story is no longer only about maintaining records of customers, leads, service tickets or campaigns. In the agentic AI era, Salesforce is trying to expand that idea into something more ambitious- a system where customer context can be understood, acted upon and carried across functions.

The event, held in Mumbai, was positioned around the idea of building an...