Salesforce continues pushing the boundaries of business automation with Agentforce, a digital workforce powered by AI. With the Salesforce Agentforce pricing update in early 2025, the company introduced a major shift in billing by replacing traditional user licensing with a dynamic, pay-as-you-use system based on Flex Credits and Flex Agreements. This update marks a significant evolution in how businesses manage AI-driven digital labor, offering greater control over costs, scalability, and workforce flexibility.

Salesforce Agentforce pricing update Guide

What is Agentforce?

Salesforce designed Agentforce as a suite of AI-powered agents that handle digital tasks like answering customer queries, updating records, executing workflows, and resolving tickets. These agents can work 24/7, scale infinitely, and complement human agents across departments like customer service, sales, IT, and operations.

Salesforce introduced Agentforce as part of its broader AI strategy, which includes Einstein Copilot, Data Cloud, and Slack AI integrations. The goal is to automate repetitive tasks, reduce operational costs, and improve service efficiency across organizations.

Traditional Pricing Problem

Historically, Salesforce has billed businesses based on user licenses. While this model works well for human workers, it becomes problematic when AI agents are involved.

• You can’t easily quantify an AI agent by “seats.”
• AI usage varies drastically across businesses.
• Fixed licenses result in overpaying or under-utilizing tools.

This led to the need for a more scalable, usage-based pricing model—hence the introduction of Flex Credits.

What are Flex Credits?

Salesforce uses Flex Credits as a new currency to measure the consumption of AI tasks within Agentforce.

How it works:

• Every action an AI agent performs consumes a set number of Flex Credits.
• For example, resolving a customer case or sending an email might cost 20 Flex Credits, which equates to about $0.10 per action.
• These actions can be tracked, reported, and billed accordingly.

Benefits:

• Pay for what you use — no more paying for unused licenses.
• Scalable — whether your digital agent performs 100 or 10,000 tasks per month.
• Predictable — credits can be purchased in advance or topped up via the Salesforce Digital Wallet.

Flex Credits essentially convert the idea of AI labor into a quantifiable unit of work.

What are Flex Agreements?

Flex Agreements go a step further by allowing organizations to combine their human and AI labor needs into a single, flexible contract.

Key Features:

• Businesses can convert unused user licenses into Flex Credits.
• Alternatively, Flex Credits can be converted back into human user licenses when needed.
• This gives companies the freedom to shift resources based on seasonal demands, business shifts, or growth phases.

Why it matters:

Imagine an e-commerce company scaling operations during a festive season. They might rely more on AI agents to handle volume and shift licenses to Flex Credits. In a slower quarter, they might shift focus back to human support. Flex Agreements make this dynamic model possible.

Salesforce Digital Wallet

To support the new pricing system, Salesforce also launched the Salesforce Digital Wallet, a centralized platform where companies can:

• Store and track Flex Credits
• Forecast demand and estimate future usage
• Get visibility into how and where credits are being consumed

The wallet enables proactive planning and avoids surprises at billing time.

Why Salesforce Is Making This Shift

SaaS and cloud platforms continue shifting toward consumption-based billing, and Salesforce follows this trend with its AI products. By aligning with pay-as-you-go models used by AWS and Google Cloud, Salesforce adopts a more flexible and scalable pricing strategy.

Business Goals Behind the Update:

1. Promote efficient AI adoption – businesses only pay for the value received.
2. Encourage flexibility – hybrid workforces (AI + humans) need fluid pricing.
3. Increase transparency – companies can better manage ROI and budgets.
4. Prepare for large-scale automation – Agentforce will grow in capability, and this model can scale accordingly.

What’s Coming with Agentforce 2.0?

Salesforce has announced that Agentforce 2.0 will roll out fully by February 2025, with a phased launch already in motion. New capabilities include:

• Slack integration: AI agents can operate directly within Slack.
• Advanced reasoning and decision-making: More sophisticated task handling.
• Custom agent creation tools: Businesses can build role-specific AI agents.
• New user interface: Enhanced experience for managing AI workloads.

With these upgrades, Salesforce wants businesses to rely more on AI agents for day-to-day operational work—making the new pricing structure critical.

Use Case – Customer Support Team

Let’s take a customer service example to show how the new model works.

Traditional Model:

• 10 support agents with full Salesforce Service Cloud licenses.
• Monthly cost: fixed, regardless of actual workload.

New Model with Agentforce:

• 5 human agents + 5 AI digital agents.
• Digital agents resolve 3,000 cases per month at $0.10 per case = $300.
• Unused licenses from the human side are converted into Flex Credits.
• Total cost becomes performance-based, not fixed.

This leads to:

• Lower costs during slow months.
• Scalable performance during peak times.
• Efficient budget allocation across teams.

What Should Businesses Do Now?

If you’re using Salesforce or planning to, here’s what you should consider:

Evaluate Current Usage

1. How many licenses are underused?
2. Which departments can benefit from AI agents?

Forecast AI Tasks

1. Estimate how many actions your digital agents might perform monthly.

Plan Budget Flexibly

1. Work with your Salesforce AE to understand how Flex Credits can be bundled into existing contracts.

Pilot Agentforce

1. Start small in one department before rolling it out company-wide.

Educate Teams

1. Ensure leadership and ops teams understand the new billing and performance model.

Pros and Cons of the New Pricing Model

Pros	Cons
Scalable and usage-based	May require accurate forecasting
More transparency in AI spending	Not ideal for businesses with very low usage
Easier to test/pilot AI agents	Requires Digital Wallet setup
Promotes cost-efficiency	Learning curve in managing credits

Conclusion

Salesforce has made a strategic move with the Agentforce pricing update, shifting to a more flexible, usage-based model for digital labor. By introducing Flex Credits, Flex Agreements, and a centralized Digital Wallet, Salesforce enables businesses to scale their AI operations more intelligently and cost-effectively.

As AI evolves within the Salesforce ecosystem, this new model helps organizations stay agile, control spending, and integrate AI into daily workflows without wasting resources or overpaying.

FAQs

1. What is the Salesforce Agentforce pricing update?

Salesforce introduces the Agentforce pricing update to provide a flexible, usage-based billing model through Flex Credits and Flex Agreements. This model lets businesses pay for AI-powered digital labor based on actual usage, helping them control costs and scale operations more efficiently.

2. What are Salesforce Flex Credits?

Flex Credits are a pay-per-action currency used to bill AI agent activities in Salesforce Agentforce. Each AI action (like resolving a case) consumes a set number of credits, offering flexible, usage-based pricing.

3. How much does one Flex Credit cost?

Each Flex Credit is priced based on Salesforce’s rate card. For example, 20 Flex Credits may cost around $0.10 per AI action. Prices may vary based on contract terms.

4. What is a Flex Agreement?

Flex Agreements allow businesses to shift their investment between human user licenses and AI agent usage. You can convert user seats into Flex Credits and back, depending on workload needs.

5. What is the Salesforce Digital Wallet?

The Digital Wallet is a centralized dashboard for managing Flex Credits. It helps track credit consumption, forecast usage, and monitor AI performance for better budgeting.

6. Does Salesforce include Agentforce in all editions?

Agentforce is not included by default in all editions. Access and pricing depend on your Salesforce plan and whether you’ve subscribed to Agentforce capabilities and Flex Agreements.

7. When will Agentforce 2.0 be fully available?

Salesforce has announced that Agentforce 2.0 will be fully rolled out by February 2025, with new features being released in phases throughout the year.

8. Can I use Flex Credits for anything other than Agentforce?

Currently, Flex Credits are designed specifically for digital labor actions performed by Agentforce. Future expansion into other AI-powered services may be possible.

9. Are Flex Credits refundable or transferable?

Salesforce does not offer refunds for Flex Credits. However, under a Flex Agreement, you can sometimes reallocate them between departments or convert them back into licenses, depending on your contract terms.

10. How do I estimate my monthly Flex Credit needs?

Salesforce provides tools within the Digital Wallet and admin dashboards to help forecast usage based on past AI activity and projected automation tasks.

11. Will this pricing model affect my current Salesforce license?

You’ll see no changes to your existing licenses unless you actively choose to adopt Flex Agreements and shift part of your contract to digital labor credits.