Salesforce MVP Hall of Fame (Shivanath Devinarayanan) · Founded 2022
Where each Salesforce product actually sits.
You already pay for several of these. What is rarely written down is the job each one does once agents are in the picture, and which job nothing in your estate is doing yet.
Founded 2022 · Founder in the Salesforce MVP Hall of Fame · Dubai HQ · Kochi studio
The map
Fabric on top. Platform underneath.
MuleSoft is the front door and the durable path. Salesforce is the system of record and, when the seat is right, a runtime.
- 01
Experience
Slack · Experience Cloud · Voice · Generative UI
- 02
Control
Agent Fabric · Flex Gateway · AI Gateway · MCP catalogue
- 03
Runtime
Agentforce · Agentforce ADK · Agent Broker · A2A to code agents
- 04
Memory
Data Cloud · Data spaces · Vector search · Graph alongside
- 05
Durable
Anypoint MQ · DataWeave · IDP · Platform events and CDC
Mermaid source
flowchart TD
S["Surfaces: Slack, Experience Cloud, portals, voice"] --> F["MuleSoft Agent Fabric and Flex Gateway"]
F --> DW["DataWeave: canonical transforms"]
F --> MQ["Anypoint MQ: buffering and dead letters"]
F --> IDP["MuleSoft IDP: documents to fields"]
F --> AI["AI Gateway: model routing and token policy"]
DW --> P["Salesforce Platform: Flow, Apex, events, CDC"]
MQ --> P
IDP --> P
AI --> AF["Agentforce and the Agentforce ADK"]
P --> DC["Data Cloud: profiles, data spaces, vector search"]
AF --> DCSalesforce
Your clouds, by the job they do for agents.
Pick the cloud you own. We will tell you which plane it serves and what breaks if that plane is thin.
Sales Cloud
System of record for the pipeline. Memory plane first, runtime second.
Service Cloud
The case desk. Experience and runtime meet on the same record.
Marketing Cloud
Send stack on the experience plane, only as good as the profile behind it.
Commerce Cloud
Storefront and order. The fulfilment write is a durable-plane problem.
Experience Cloud
The portal surface when the person needs a login and a record.
Data Cloud
The memory plane inside Salesforce: profiles, data spaces, vector search.
Slack
Where the internal desk already works. The first surface for most agents.
Salesforce Platform
Flow, Apex, platform events, and change data capture as the event fabric.
Agentforce
The org-native runtime, and a peer to code agents over A2A.
Tableau
Reads the memory plane. It does not make the records true.
Pardot
B2B nurture on a lead definition sales already shares.
Einstein
Scores and suggestions in the org. Acting on them is a runtime.
How to read it
Licence first, or plane first.
Licence first
Plane first
- Buy the product, then look for a job
- Name the job, then find its plane
- Every cloud claims the agent
- Each cloud has one job for the agent
- Gaps found in production
- Gaps named before the build
Read by plane
Three estates, one gap each.
Typical estates we read. Most first slices use two clouds, one gateway and one runtime.
Example
CIO, Dubai real estate group
Today: Sales, Service and Marketing Cloud are all licensed. Nobody can say which one the agent should write to.
After: Each cloud gets one job for the agent, and the plane nothing covers yet is named before the build.
Real estateExample
IT director, Riyadh distributor
Today: Orders move between the ERP and Salesforce through three tools, each with its own retries.
After: One canonical transform and one queue with a dead-letter lane carry every payload.
MuleSoftExample
Service head, Doha telecom
Today: The service desk waits on billing while Salesforce holds the transaction open.
After: The change leaves the org as a platform event, so the desk stops waiting on the other system.
Service Cloud
MuleSoft
The fabric pieces, by plane.
One platform doing two different plane jobs. Naming which is which stops the “MuleSoft for everything” argument.
Event fabric
How work leaves the org without blocking a user.
Flow, Apex, platform events, and change data capture are the Salesforce half of the durable plane.
Planes
Read the plane, not the licence.
Questions
What we actually say.
- Do we need all of these?
- No. You do not need everything here. Most first slices use two clouds, one gateway, and one runtime.
- Does MuleSoft become the system of record?
- No. It replaces glue, fronts stores it does not own, and leaves long jobs where they already run until a cutover is earned.
- Where does a non-Salesforce agent fit?
- On the runtime plane, as a peer to Agentforce over A2A, through the same gateway. That is the whole point of separating the planes.
Next
What to read next.
The brief · one email
Name the clouds you already own.
We will show you which planes your estate already has, and which gap is blocking the first governed write. The assessment is free: a short read of the org and a written note. If you go ahead, the first build week is a fixed AED/SAR 14,900 (about USD 4,050), credited in full when you sign the build within 60 days. The honest no: if the work is a software factory with a named delivery date, we are the wrong partner.