Ai

A fine-tuned model can read a customer’s angry paragraph and pick the right department in about 40 milliseconds. That’s on a single T4 GPU, with a model you can download for free. It used to mean a pile of rules. Now it feels like magic, and the instinct is to point it at the work and wait for the wonders. I’ve watched this story develop from the other end. When I work on older Service Cloud orgs — upgrades, migrations — routing lives in rules. I have seen it many times. Then Einstein arrived with a gate and a confidence score. Now there are small open decision models like Laya, which you run yourself. ...

I’ve spent the last few weeks going deep on the Headless 360 documentation and auditing early deployment patterns. And I keep having the same conversation with architects who built it and leadership who approved it where I ask one question and get the same uncomfortable pause. “What’s your API quota strategy for when the agent is live?” Silence. Then: “We assumed it would be fine.” That assumption is the problem. Headless 360, announced at Salesforce TDX in April 2026, is a genuinely significant platform shift - it opens your entire CRM to AI agents via APIs, MCP tools, and CLI commands, no browser required. The marketing is compelling. The demo is clean. What the launch deck doesn’t show you is what happens on day one when real users start talking to your agent, or what happens when someone figures out your agent will do whatever it’s told by anyone. ...

Recap We’re deep into our journey now. In Episode 1, we discovered the “nervous system” of AI (MCP) and in Episode 2, we realized that APIs and MuleSoft aren’t dying—they’re just getting a new boss. Now, in Episode 3, we arrive at the most critical decision point in this entire architecture. It’s the question every CTO, architect, and developer is debating in Slack channels right now: “Do I build with the free, open-source community version? Or do I pay for the enterprise-grade version like Salesforce’s Agentforce?” ...