David Giller recently posted how the most recent Dreamforce may have “cancelled” Salesforce Administrators.
A summary of his thoughts: Previous Dreamforces talked in length about the pivotal role of admins. However in this year’s keynote, the word “admin” was never mentioned. Instead it was full of “Agentforce”.
Reading between the lines, one could imagine Salesforce is positioning Agentforce to replace admins.
Here’s my take: replacing admins with Agentforce is a really bad idea.
Some organizations don’t have an architect or a business analyst. Instead they have a solo admin occupying these roles. This means they need all the help they can get. Agentforce in Setup will make them more efficient, but it’s still just a fancy tool.
Just because something can be done in Salesforce doesn’t mean it should. A “good enough” admin will push back on executives, and offer alternatives. Agentforce will gladly do whatever it’s told, whether it’s in the organization’s best long-term interest or not.
Replacing a thoughtful plan with a “yes-man” is an easy way to create a pizza with everything on it.
Doesn’t that look yummy!
The takeaway
Let admins have Agentforce to help them. But don’t believe for a moment that it can replace a decent admin.