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Salesforce Agent Ecosystem & MCP | Webinar

Discover how Salesforce is transforming the future of intelligent automation with the Agent Ecosystem and Model Context Protocol (MCP). This webinar deck explores how MCP enables seamless context-sharing between AI agents and systems, unlocking new levels of efficiency and collaboration for enterprises. Learn how Salesforce’s agentic AI approach connects data, workflows, and applications, empowering businesses to achieve smarter automation, faster decision-making, and improved customer experiences. Whether you’re a Salesforce professional, business leader, or AI enthusiast, this presentation offers valuable insights into the evolving landscape of Salesforce AI and MCP-powered enterprise automation.

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Enable smarter Salesforce agent ecosystem with MCP (Model Context Protocol) Date: Aug 21, 2025. Presented by: Ankur Desai, Ranjit Manuel
Housekeeping & General Guidelines 2 All attendees will be in listen-only mode You can type in your questions anytime during the webinar in the Q&A window and we will try and address all of them at the end of the session We are going to record this webinar and will send you the recording post this session
What MCP is and is it a must for enterprises for their agentic journey MCP’s role in Salesforce’s AI, Agentforce, and next-gen CRM How Salesforce is adopting MCP with real business use cases What You’ll Walk Away With
4 Introduction – CEPTES (a Saksoft Company) AI Agentic Journey MCP & Evolution Salesforce + MCP MCP – Use Cases Q & A Agenda
Speakers 5 Ankur Desai Vice President, Data & AI, CEPTES (a Saksoft Company) Ranjit FrederickManuel Principal Architect (AI), AI CoE, Saksoft
Our End-to-End Salesforce Capabilities All trademarks are the registered property of the respective companies and are acknowledged Clients Sales cloud Service cloud Commerce Cloud Marketing Cloud Agentforce 200+ Certified Consultants 15+ Years Expertise in delivering transformation & Business Value Data Cloud 50+ Active Customers 1200+ Projects, 1000+ Engagements PDO Services Agentforce Industry Cloud – Retail and Consumer Goods Services (Implementation, Support, Contact Centre, Modernizations) Portal Enhancements using Experience Cloud, Self-Service for Customers and Partners Lead to Quote; Lead to Cash; Sales Transformation Org Assessments, Technical Debts Reduction, POV, POC’s Marketing Cloud Commerce (B2B/D2C) Field Service Implementation Maintenance Org Consolidation (multi-instance consolidation) Migration Integration Custom App Dev 25+ AppExchange Solutions 100+ 5-star Rated Solutions Delivered as PDO Partner BI & Reporting MuleSoft Tableau
Moving Toward Autonomous Agents
What is Model Context Protocol (MCP) Before MCP, each of those actions required a unique API, custom logic, and developer time to glue it all
SharePoint files, Database Records Exposes data and content that can be read by Agents Vector DB, Web Search, API calls Exposes tools that can modify state or interact with external systems Reusable prompt templates defined by the MCP server for the Agent to use “Here's an errorI'm seeing: ${error}” Roots are a way to inform a server about relevant resources and their locations file:///home/AIPG/MCP/ https://api.example.com/v1 Request LLM completions via the Agent ensuring users maintain control over what the LLM sees and generates MCP Clients MCP Servers Systems Resources Databases Tools MCP Protocol On-device AI Applications1 SharePoint Prompts Google Roots IT Systems MCP Protocol Cloud hosted AI Systems Sampling Other MCP agents The Architecture of MCP
Salesforce + MCP “Before MCP, Salesforce’s journey involved integrating Agentforce and Data Cloud to move toward AI-enabled workflows, but with siloed tools and manual effort. MCP now provides a unified, secure, and scalable way to allow AI agents to automate and orchestrate workflows seamlessly across the CRM ecosystem, unlocking the true AI-native CRM vision.” Ref. https://www.salesforce.com/agentforce/mcp-support/
MCP in Salesforce - Reference Architecture Ref. https://www.salesforce.com/agentforce/mcp-support/
Demo: Your Agent in Action with Salesforce MCP
Real-World Agent Use Cases Lead Qualification & Enrichment (Sales Cloud) With MCP: • Salesforce Agentforce calls MCP servers (credit scoring, KYC, company data) securely. • Lead is automatically enriched and scored before rep touches it. • Saves time, improves conversion. Customer Service Case Triage (Service Cloud) With MCP: • MCP lets AI agents pull customer billing, warranty, and compliance data in real time. • Case is triaged, routed, and pre-populated with resolution steps. • First-call resolution improves dramatically.
Real-World Agent Use Cases Order-to-Cash Automation (CPQ + Billing + ERP) With MCP: • Salesforce MCP client securely connects to ERP/payment gateways. • Orders auto-validated, invoices generated, payments tracked. • End-to-end Lead → Quote → Cash automated with governance. Regulatory Compliance in BFSI & Healthcare With MCP: • AI agent enforces guardrails (e.g., “share only masked data” or “run AML check before onboarding”). • Audit trail logged automatically. • Reduces risk of penalties while speeding onboarding/service.
Q & A
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