Salesforce Announces Deep Observability for AI Agents

AI agents are a fundamental layer of business now, but in the absence of good observability teams can observe what an agent did, but not how it decided to do it. Things that work well in tests are often obscured in real interactions with customers, making it harder to improve performance or build trust.

Salesforce has figured this out with advanced observability tools that show how every agent thinks, what it does and how it makes decisions. Rather than a black box, the whole system is transparent and auditable, providing the visibility needed to operate AI safely and at scale.

Agent Observability in Salesforce lets you see what’s happening inside your AI agent during every interaction. Instead of only showing the final answer, it reveals the full thinking process, how the agent understood the question, what steps it followed, and why it chose a specific response.

This visibility is important because AI agents constantly learn and change. Without it, you can’t be sure they’re following business rules or giving accurate, safe outputs. Salesforce’s observability tools make everything clear, so you can understand decisions, fix issues quickly, and keep performance strong.

By turning AI behavior into simple, readable insights, Salesforce helps businesses build more trustworthy agents and scale AI with confidence.

With AI adoption increasing rapidly and 48% of organizations expecting more agentic AI projects this year. But the excitement comes with a reality check: scaling AI across an enterprise requires visibility. Teams need a constant view of how agents are learning, performing, and evolving, especially when they are handling real customer interactions that influence revenue, satisfaction, and operational efficiency.

In today’s agent-driven world, “seeing is believing.” Observability transforms uncertainty into transparency by giving teams measurable data about an agent’s decisions and behavior.

And as Adam Evans, EVP & GM of Salesforce AI, puts it, “You can’t scale what you can’t see.”

This new generation of tools gives leaders the confidence to track performance, debug issues, and justify AI investments with clear ROI.

Salesforce’s new observability suite focuses on three core areas that work together to provide continuous insight and operational reliability.

Salesforce has built this observability layer on two key foundations

Session Tracing Data Model

This model logs every detail, user inputs, LLM calls, guardrails, reasoning steps, and stores them in Data 360. It gives teams complete session-level visibility to ensure agents operate exactly as intended.

MuleSoft Agent Fabric

A centralized governance layer where companies can register, manage, monitor, and control all agents, regardless of how or where they were created.

By combining Session Tracing, Agent Fabric governance, and Data 360 context, Salesforce enables organizations to maintain full oversight and operational consistency across their growing agent ecosystem.

As companies expand their use of AI agents, the challenge isn’t just creating them, it’s managing them intelligently at scale. Salesforce’s new observability tools deliver the visibility, trust, and operational rigor required to build a reliable network of agents that can make real business decisions.

With this new layer of transparency, organizations can confidently move toward the vision of the Agentic Enterprise, where humans and AI agents work side by side with clarity, accountability, and measurable impact.