Say what you need about Salesforce CEO Marc Benioff, however one factor is for certain: He hardly ever mutes the mic.
The veteran tech chief is probably essentially the most vocal advocate for AI, championing it as essentially the most essential piece of the puzzle for enterprise-related progress.
Additionally, it’s essential to acknowledge the large AI empire he’s constructed.
Salesforce has gone from $5.37 billion in annual gross sales in 2015 to just about $38 billion in 2025. Over the identical stretch, its market cap has skyrocketed from $51 billion to $235 billion, an unbelievable wealth-compounding that reveals no indicators of slowing down.
Now, Benioff’s pitch is Agentforce.
It is not only a single product, but additionally a mesh of AI-powered brokers which might be built-in throughout Salesforce’s cloud suite, from Gross sales to Slack. The objective is to cut back silos, promote swifter motion, and take more practical choices at scale.
Nevertheless, these strikes aren’t nearly deepening CRM.
In a shock flip, Benioff is making a calculated transfer right into a software program class that’s lengthy been synonymous with ServiceNow (NOW), an almost $200 billion enterprise software program titan.
At Dreamforce 2025, Marc Benioff outlined Agentforce’s enlargement past CRM into new enterprise territory.
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Salesforce opens a brand new entrance in ITSM, difficult ServiceNow
Salesforce wasn’t simply pitching AI at Dreamforce; in actual fact, CEO Marc Benioff sketched a lane that runs straight by means of ServiceNow’s turf.
In a sit-down interview with Jim Cramer in San Francisco on October 14, 2025, through the Dreamforce 2025 convention, Benioff revealed that Salesforce is transferring into IT service administration (ITSM) with its Agentforce agentic IT service. He considers this extra of a platform play, leveraging the corporate’s current footprint.
Benioff additionally spoke of a significant competitor in ServiceNow:
ServiceNow is a good firm. They’ve 8,000 or 9,000 clients. that. We now have one million clients with Slack, 150,000 on core Salesforce companies. All of them need this sort of functionality. They need IT service. They need discipline service. They need name facilities.
That stated, Benioff’s complete pitch rests on distribution and knowledge gravity.
The objective is to primarily put AI brokers proper contained in the instruments during which individuals already dwell, letting Salesforce’s Gross sales Cloud, Service Cloud, Slack, Tableau, and Knowledge Cloud do all of the heavy lifting.
In his phrases, what was a single product final 12 months has develop into a full-fledged platform, with “tens of thousands” of deployments already dwell.
Salesforce eyes $30 billion ITSM market
In line with Grand View Analysis, the ITSM area is very large, representing roughly $13.5 billion in 2024, and stays on monitor to hit about $29.9 billion by 2030, rising at a 14.4% CAGR.
One other dataset pegs the market’s dimension in 2025 at $12.8 billion, probably surging to $27.8 billion by 2030 (16.7% CAGR), underscoring the energy of the secular tailwind.
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ServiceNow dominates this discipline, commanding greater than 44% of ITSM share as of 2024 and producing $12.1 billion in trailing 12-month gross sales. Its Q2 2025 numbers got here in sturdy as properly, the place it posted $3.22 billion in gross sales, up 22.5% 12 months over 12 months.
Now think about Salesforce stepping in.
Even when the tech large took a 1% slice of right this moment’s ITSM pie, it may rake in roughly $130 million to $140 million in annualized gross sales. A 2% share doubles that to round $260 million to $280 million, and with the market swelling towards 2030, these slices broaden proportionally.
Benioff calls Agentforce spin-off chatter “complete lunacy“
Marc Benioff was fast to dismiss Wall Road’s newest fantasy.
When Jim Cramer advised Salesforce may probably beef up its valuation by spinning off its AI arm, the CEO snapped again:
Absurd? It’s full lunacy. Individuals don’t perceive that Agentforce is an element and parcel of Salesforce. It’s the core of each product we make now. It’s the platform.
That pushback successfully set the tone for Dreamforce 2025, the place Benioff’s message was crystal clear that Agentforce isn’t an add-on, however extra of a connective tissue binding Salesforce’s clouds.
Salesforce can inject autonomous AI brokers throughout Gross sales, Service, Slack, and Tableau to effectively streamline workflows, resolve tickets, and broaden into adjoining markets, akin to IT companies and inside operations.
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Furthermore, Benioff didn’t simply discuss in regards to the platform; he confirmed outcomes.
At FedEx, COO Richard Smith “has been able to make hundreds of millions of dollars” utilizing Salesforce’s potent Knowledge Cloud in figuring out and changing home shippers into world purchasers. At Dell, Agentforce is powering an unbelievable provide chain platform with 20,000 suppliers already onboard.
The financials again the pivot.
Knowledge Cloud and AI ARR topped $1.2 billion in Q2, up an unlimited 120% 12 months over 12 months. Moreover, north of 12,500 Agentforce-related offers have closed since its launch, with 6,000 paid, and 40% of Q2 bookings coming from expansions inside current accounts.
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