Agentforce Pricing Update: Salesforce Announces Major Changes

Salesforce has introduced new flexible pricing for Agentforce to help businesses “start small” and experiment with different use cases for the AI suite. 

The CRM giant announced today, May 15, that it was introducing three major “pricing innovations”, outlined below, which are intended to unlock AI adoption at scale, help organizations expand their digital workforces, and deliver enterprise-wide strategic investment flexibility.

New Flex Credits to Scale Agentforce

The first pricing innovation is the new Flex Credit system, meant to empower companies to scale and manage AI investments effectively, driving deeper and broader business outcomes.

Flex Credits offer customers a consumption-based model meant to align cost with business outcomes, ensuring businesses only pay for the exact actions Agentforce performs‌.

This includes updating customer records, automating workflows, or resolving cases. Each of these consumes 20 Flex Credits ($0.10 per action), tying investment to “measurable, valuable AI-driven results”, Salesforce says. 

Flex Credits are available in packs of 100,000 credits ($500). Customers can allocate AI spend through the Salesforce Digital Wallet to align with high-value use cases, optimizing AI initiatives for maximum impact. 

Organizations can access detailed insights into usage trends, credit consumption, demand forecasting, and manage their supply of credits proactively as new agents launch and AI adoption expands.

New Flex Agreement

The new Flex Agreement means organizations can manage both human and digital labor, shifting their investments between user licenses or digital labor according to business priorities. 

This agreement is intended to help customers get the most from their budgets, converting user licenses into Flex Credits or Flex Credits into new user licenses. 

The structure of the Flex Agreement gives organizations the power to keep adapting their AI investment strategies and increase overall spending efficiency. 

New Agentforce User Licenses and Add-ons 

Salesforce is also introducing new Agentforce user licenses and add-ons with included Agentforce usage.

The CRM giant says customers are now successfully deploying specialized AI agents to work with their employees, ‌automating a number of routine tasks. 

New Agentforce user licenses and add-ons now make it “easier than ever” to bring powerful AI capabilities to every employee, Salesforce says, offering unlimited employee-facing agent usage in a per-user-per-month (PUPM) pricing model. 

This means businesses can effortlessly augment their teams in every part of their business with AI, without the concern of running into usage caps, Salesforce says. 

New Agentforce Pricing Summary, Availability, and Industry Opinion

Here is the pricing summary for the Flex Credits (pay per action):

The new Agentforce user licenses and add-ons are also coming in Summer 2025.

The availability is as follows: 

• Flex Credits are available to purchase today for all Agentforce customers.
• Flex Agreement is available today (ask your Account Executive for more information).
• New Agentforce for employees functionality is available today with the purchase of Flex Credits.
• Agentforce 1 Editions and Agentforce add-ons are coming Summer 2025.
• Flex Payment Models are coming Fall 2025.

The pricing for Agentforce for Sales, Service, and Industries, along with Agentforce 1 Editions for Sales, Service, Field Service, and Industries, will be announced at GA.

Elia Wallen, CEO, Engine, said: “Salesforce’s new flexible pricing model allows us to use AI agents for different types of use cases far beyond customer service and traditional CRM, and aligns our costs directly with the business value we achieve. 

“It’s a sign of Salesforce’s ongoing evolution from a software provider into a technology partner that’s deeply embedded with our IT organization so that we can deploy AI agents across our company and scale business results using their tools and technology.” 

Kirsten Rhodes, Vice Chair, Client Relationship Development Leader, Deloitte US, said: “AI implementation is a business decision as much as a technology one. Salesforce’s new approach gives organizations the ability to customize their investments to not only help achieve their goals now but the flexibility to adapt to their evolving needs in the future.”

Ritu Jyoti, GVP and GM, AI and Data at IDC, said: “The shift toward a flexible consumption model is exactly what’s needed to empower organizations to adopt AI more confidently as Agentforce’s capabilities expand to new use cases far beyond conversation-based customer interactions.

“It allows businesses to align their investments more closely with the value derived from agent performance, and Salesforce has taken it a step further – giving customers flexibility not just in how they use credits but allowing them to swap between seats and credits as companies experiment with deploying ‘digital labor’ in their organizations.” 

Final Thoughts

AI is front and center of Salesforce’s brand and strategy for the future. This latest move appears to be intended to quell anxiety in the ecosystem about pricing, letting Agentforce-curious businesses try out the technology without fully committing to it. 

With more payment options available, it may soon become the case that more and more businesses are taking the leap from AI-agnostic to AI-evangelists, to the benefit of Salesforce.