Agent Observability: Salesforce Solved the Gap in the Agentic Enterprise

By Rafat Khan, CRM Delivery Head, Nihilent Limited

Agent Observability: Salesforce Solved the Gap in the Agentic Enterprise

Salesforce’s introduction of Agent Observability Tools inside the Agentforce 360 Platform marks a major turning point. Until now, enterprises have been busy building AI agents. But scaling them, governing them, trusting them, and improving them, has remained a challenge.

We’re now entering a phase where agents are not “chatbots” sitting on the side; they’re becoming core operational teammates. And to manage a digital workforce, observability becomes non-negotiable.

Agent Observability transforms AI agents from black boxes into measurable, auditable and optimizable assets.

It provides a transparent window into how agents think, act and influence business outcomes. This single capability unlocks something powerful: the ability to shift from experimentation to enterprise-grade, governed AI operations.

At its core, observability ensures leaders can answer questions that truly matter:

• Why did the agent make that decision?

• Where did it struggle or escalate unnecessarily?

• Which workflows are generating the strongest value?

• How do we improve agent quality with each week of usage?

This clarity creates the foundations for high-confidence AI adoption. Agents stop being “automation attempts” and become governed digital performers contributing to real KPIs.

As organizations mature, Agent Observability will become the operating system for managing an expanding population of agents across sales, service, commerce and back-office operations. It shifts AI from being a novelty to something operationally accountable.

To prepare for this shift, leaders should reflect on a few critical questions:

• Do we have traceability for every key agent decision?

• Can we interpret an agent’s reasoning path the way we analyse a human process?

• Are we running continuous improvement cycles on agent behaviour?

• Is our data architecture ready for reliable, context-rich agent execution?

• Do we have governance guardrails to prevent drift, bias or misinterpretation?

If the answer is “not yet,” you’re exactly where most enterprises are today.

At Nihilent, our Salesforce consultants help organizations move from pilots to AI-enabled operations with frameworks that include observability setup, governance, optimization cycles and measurable KPI alignment.

If your organization is exploring Agentforce, AI agents or enterprise-grade AI governance, let’s have a conversation. Connect with the Salesforce experts at Nihilent and start shaping your observability-ready AI strategy.