Melissa Hill Dees

With the rise of AI-driven solutions in CRM, organizations face a pivotal choice between Salesforce’s Agentforce—a pre-built, out-of-the-box AI service—and custom-built AI solutions. This presentation offers an in-depth comparison of the strengths and limitations of each approach, tailored for organizations considering AI integration in their Salesforce environment. We'll explore Agentforce’s seamless integration, low-code setup, and ease of use, weighing these benefits against potential limitations in customization and data ownership. On the flip side, we’ll discuss the appeal of DIY AI for teams seeking highly tailored models and unique data insights, while addressing the demands of technical expertise, time, and resources. Attendees will gain a clear framework to evaluate which approach best fits their organization’s goals, resources, and vision for AI-powered CRM innovation.