Writing
Practical notes on Salesforce, the CRM market and what AI is doing to CRM work.
Your CRM is turning into a back end. Plan for the users who never open it
Microsoft shipped 30 Dynamics 365 CRM skills for Copilot and Salesforce launched AIforce. Both bet that people will reach the CRM from chat and AI tools, which makes your data model and business rules matter more than your page layouts.
Agentforce is on by default now. Here's the permission audit I'd run this week
Winter '27 turns Agentforce on in eligible orgs and is retiring the Setup off switch. Agents inherit whatever access their user already has, so permission debt is now an AI risk.