AIki

The AI + Salesforce Glossary 36 terms and counting

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

A2A (Agent-to-Agent Protocol)

Google's open protocol that allows AI agents from different vendors to communicate and collaborate with each other.

Agent Builder

Salesforce's low-code tool for creating and configuring Agentforce agents — define topics, actions, and guardrails without writing code.

Agent Governance

The policies, controls, and monitoring systems that ensure AI agents operate safely, compliantly, and within business-approved boundaries.

Agent Orchestration

The coordination and management of multiple AI agents working together to accomplish complex workflows that no single agent could handle alone.

Agentforce

Salesforce's AI agent platform that enables businesses to build, customize, and deploy autonomous AI agents across sales, service, marketing, and commerce.

Agentforce 360

Salesforce's unified AI platform announced at Dreamforce 2025, bringing together Agentforce agents, Data 360, Agentforce Voice, and cloud-specific AI capabilities under one umbrella.

Agentic AI

AI systems designed to take autonomous action, not just generate content or answer questions. The shift from "AI that talks" to "AI that does."

Agentic Enterprise

An organization that has shifted its core business processes from manual workflows and traditional software to autonomous AI agents as the primary operating system.

AI

AI, or artificial intelligence, refers to the simulation of human intelligence processes by machines, particularly computer systems.

AI Agent

An autonomous AI system that can perceive its environment, make decisions, and take actions to achieve specific goals - without constant human direction.

AI Readiness Assessment

A structured evaluation of whether your Salesforce org, data, processes, and team are prepared to deploy AI agents successfully.

Apex

Salesforce's proprietary programming language for custom business logic — the backend code behind your automations, integrations, and agent actions.

Atlas Reasoning Engine

The AI brain inside Agentforce that plans multi-step actions, evaluates options, and decides what to do next — all grounded in your Salesforce data.

Autonomous Agent

An AI agent that operates independently, making decisions and taking actions with minimal or no human oversight, within predefined boundaries.

BYOK (Bring Your Own Key)

A model where users provide their own API keys for AI services (like OpenAI, Anthropic, or other LLM providers) instead of relying on the platform's bundled AI.

Copilot Actions

Pre-built AI capabilities in Salesforce that handle common tasks like summarizing records, drafting emails, and generating reports — no configuration required.

Customer 360

Salesforce's vision (and product suite) for having a complete, unified view of every customer across all touchpoints - sales, service, marketing, commerce.

Data 360 (formerly Data Cloud)

Salesforce's real-time data platform that unifies customer data from any source into a single customer profile. Rebranded from Data Cloud at Dreamforce 2025.

Data Cloud

Salesforce's unified data platform that centralizes customer data from all sources, making it available for agents, analytics, and insights in real time.

Einstein

Salesforce's AI brand, originally launched in 2016, covering predictive analytics, recommendations, and now generative AI features.

Einstein Copilot

Salesforce's AI assistant built into the Salesforce platform, providing real-time guidance and automation across CRM workflows.

Embedding

A numerical representation of text that captures its meaning — the technology that powers semantic search, RAG, and AI-driven recommendations.

enterprise-ai

Enterprise AI refers to the integration of artificial intelligence technologies into larger business operations and processes.

Experience Cloud

Salesforce's platform for building customer portals, partner communities, and self-service sites — the digital front door for external users.

Flex Credits

Salesforce's consumption-based pricing unit for Agentforce — you pay per conversation, not per user license.

Human-in-the-Loop (HITL)

A design pattern where AI systems require human approval or intervention at critical decision points before taking action.

Knowledge Management

The systems and processes for organizing, storing, and making business information accessible to AI agents so they can provide accurate, contextual answers.

LLM (Large Language Model)

The AI technology behind ChatGPT, Claude, and the intelligence in Agentforce. Trained on massive amounts of text to understand and generate human language.

MCP (Model Context Protocol)

Anthropic's open standard for connecting AI models to external data sources and tools. Think of it as a universal adapter for AI.

Prompt Builder

Salesforce's tool for creating reusable, templatized prompts that pull in live CRM data. Build once, use across flows, agents, and record pages.

Prompt Engineering

The practice of crafting precise instructions to guide an AI model's behavior, capabilities, and limitations.

RAG (Retrieval-Augmented Generation)

A technique that makes AI smarter by fetching relevant information from your data before generating a response. The AI "looks it up" instead of guessing.

Salesforce

Salesforce is a leading cloud-based customer relationship management (CRM) platform that helps businesses manage their sales, customer service, and marketing efforts.

Salesforce Foundations

A free ($0) add-on for Salesforce Enterprise Edition and above that unlocks access to Agentforce, Data Cloud, and features from Sales, Service, Marketing, and Commerce clouds.

Service Cloud

Service Cloud is Salesforce's customer service platform that helps businesses manage and enhance their customer support operations.

Trust Layer

Salesforce's AI trust and safety framework that ensures agents operate within compliance boundaries, prevent misuse, and maintain data security.

How to Use AIki

New to AI + Salesforce?

Start with these in order:

1. LLM - Understand the foundation
2. AI Agent - Understand the shift
3. Agentforce - Salesforce's implementation
4. Salesforce Foundations - Get started free

Building agents?

Focus on:

Evaluating protocols?

Compare:

1. MCP - Connecting AI to data/tools
2. A2A - Connecting agents to each other

Coming soon: Einstein Copilot, Trust Layer, Apex, Flow, Experience Cloud, and more.

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