One AI, Two Worlds explores how Agentforce design changes depending on who the agent serves: employees or customers.

Internal agents focus on employee productivity, broader CRM access, recommendations, summaries, and guided actions.

Customer-facing agents require stricter security, limited data access, stronger guardrails, escalation paths, and careful brand control.

The session helps attendees decide which type of agent to build first and how architecture, actions, permissions, risks, and success metrics differ between the two.