The future way of working is not just about artificial intelligence (AI), but about AI that understands the business. At the Salesforce 2026 TDX conference, we officially launched Headless 360, which is a fundamental reconstruction of the way Salesforce operates. Based on Salesforce on Alibaba Cloud, we introduced this transformative pattern into the unique AI ecosystem in China. This allows Agents to invoke all capabilities of the customer relationship management (CRM) without operating any interface.
In the past, using Salesforce meant working within the user interface of Salesforce. Customer service representatives needed to open the console, click cases, and manually update the status. It was always a "human" performing operations on the platform to complete the work. However, in the Agentic Enterprise, humans are no longer the only ones executing operations. Agents also participate. They do not use a browser or click an interface. Instead, they directly invoke APIs, run Model Context Protocol (MCP) tools, and execute command-line interface (CLI) instructions.
To this end, we have rebuilt Salesforce for Agents. We no longer hide CRM capabilities behind the user interface. Instead, we fully open them up, making the entire platform programmable and accessible from anywhere.
This is Salesforce Headless 360:
It opens up the complete capabilities of the CRM in the form of APIs, MCP tools, and CLI instructions, allowing both humans and Agents to build, execute, and deliver experiences at any touchpoint. This capability covers the entire Salesforce product matrix, spanning end-to-end workflows from customer case handling to the sales team's deal conversion.
Salesforce is a platform that empowers humans and AI Agents to work together. Today, AI Agents can uniformly schedule various enterprise applications, business processes, and business logic. They can fully inherit all existing capabilities without the need for repeated building. Efficient human-machine collaboration relies on three core foundations: context, workflows, and trust mechanisms. Headless 360 integrates these three core capabilities and has been deeply integrated into the existing enterprise architecture. The usage pattern continues to evolve, but the core platform remains consistent.
China's AI ecosystem is unique, with distinct characteristics in language, common scenarios, technology, and compliance. For an enterprise to succeed in the Chinese marketplace, it cannot simply apply existing global policies. However, Salesforce on Alibaba Cloud provides AI capabilities that are more tailored to the Chinese marketplace. Through our in-depth cooperation with Alibaba Cloud, we seamlessly connect with localized large language model (LLM) and Agent ecosystems that are internationally leading and compliant with Chinese regulations.
Although some capabilities of this AI strategy are customized for the Chinese marketplace, Salesforce on Alibaba Cloud also adopts the Headless 360 architecture. It opens up the full range of Salesforce capabilities through APIs, CLI instructions, and MCP tools designed specifically for the Chinese marketplace, so that your CRM can be both operated by humans and invoked by AI Agents.
For developers, Headless 360 means that you can build on Salesforce in any way. Whether you use the pre-configured, click-to-use Alibaba Cloud Model Studio Agents or other Agents of your choice, our Headless 360 architecture can provide real-time, secure, and native access capabilities to directly connect to your CRM.
Given that Agents can invoke any API, and the model itself is already powerful enough, why is the platform still important?
Because relying solely on intelligence can only remain at the inference layer. As mentioned above, for humans and Agents to truly collaborate efficiently, they need the same foundations: context, workflows, trust mechanisms, and an interaction layer that can be executed. Salesforce Headless 360 on Alibaba Cloud provides exactly all of this.
Agents can create value only if Agents understand the business. Headless 360 provides AI Agents with deep Customer Relationship Management (CRM) context and workflows. This enables AI Agents to operate reliably within corporate security borders while AI Agents remain relevant and efficient.
AI should adapt to humans, rather than humans adapting to AI. In China, corporate communication mainly occurs on WeChat, WeCom, and DingTalk. The Connected Experiences Gateway (CXG) allows Agents to run natively in CRM and these social applications, and allows Agents to accurately reach teams and customers.
Building a probabilistic agent may be easy, but enterprises need predictable results. By using existing workflows and business logic in CRM, Agents can output stable, reliable, and trusted business results. Unlike probabilistic AI that changes with inputs, deterministic systems follow preset rules. Deterministic systems are more suitable for the compliance, auditing, and standardized automated flows that enterprises depend on.
Please base your purchasing decisions on currently available products.
The era of Agentic Enterprise has arrived, and Agentic Enterprise runs on infrastructure tailored for China: local AI models, native integrations with WeChat and WeCom, and deep business intelligence unique to Salesforce. From now on, enterprises can build with peace of mind, deploy anywhere, and extend infinitely.
You can experience Salesforce Headless 360 on Alibaba Cloud.
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