Creatio vs Salesforce (2026)

Named productivity integrations put agents inside Outlook, Teams and Zoom with results syncing back to the CRM, and a marketplace publishes connectors, ready-to-use apps and templates. Agents act as well as read, creating and updating records, generating quotes and triaging cases inside the customer's own system. To add a connection of its own, a customer can use no-code web service integration, which lets a business process call any third-party REST API without code, and developers can build custom RESTful configuration services.

Sourceacademy.creatio.com integrations documentation and marketplaceread 2026-09-01

Agents act on the customer's systems through actions. Agentforce Builder connects agents to data, channels and existing Salesforce assets including Flows, Apex, MuleSoft APIs and prompt templates, and out of the box actions cover common jobs such as order and reservation management.

Sourcesalesforce.com/agentforce/agent-builderread 2026-09-18

Creatio began as a business process management product, and the platform still carries the control flow. A visual process designer builds multi-step processes with conditional branching, and ProcessEngineService lets an external app start them. Agents are composed from a role, instructions, an explicit skill list and a set of low-level actions, and the conversational workspace runs several agent dialogues in parallel, each holding its own context and permissions. Business processes can also call third party web services mid flow through no code integration.

Sourceacademy.creatio.com 8.3 release notes, process designer and integrations documentationread 2026-09-01

Agent Script defines how work moves through an agent: every request begins at an agent router that sets initial variables and classifies the request, then the agent processes a subagent and transitions between subagents along paths the script defines. Across agents, an orchestrator agent can invoke specialized agents in other Salesforce orgs and outside Salesforce through the Agent API, and a flow action can invoke an agent as one step of a longer automation.

Sourcedeveloper.salesforce.com/docs/ai/agentforce/guide/ascript-flow.mdread 2026-09-18

Business processes fire on record events and schedules and can invoke agents as steps, agents run against sales, marketing and service workflows, and the Productivity agent acts on calendar state by finding available slots across participant schedules automatically. The agent reaches people where they already work rather than only in the CRM, following users into Outlook, Teams and mobile, with a conversational workspace as the direct surface.

Sourceacademy.creatio.com 8.3 release notes and process designer documentationread 2026-09-01

Headless agents are called without a human trigger from a user interface. An Apex trigger or a scheduled job calls the agent as part of a background process, and a standard AI Agent action lets any flow, including one started by a record change, invoke an active agent with a prompt.

Sourcedeveloper.salesforce.com/blogs/2025/04/build-headless-agents-with-the-agent-api.htmlread 2026-09-18

Agents work from the buyer's own content. Every data object, relationship and workflow in the customer's Creatio instance is natively accessible to agents, so they ground on the customer's CRM records, and skills such as record summarization and lead scoring read those objects directly. Separately, customers upload documents for summarization or analysis, with the content held in customer-dedicated storage and extraction performed inside the platform with no external system handling it. A Knowledge agent maintains and generates knowledge base articles from that material.

Sourceacademy.creatio.com Creatio.ai data privacy and AI agent documentationread 2026-09-01

Agents are grounded in the customer's own material. An Agentforce Data Library connects an agent to trusted unstructured or semi-structured sources, such as files or a knowledge base, which the customer adds to the library and the agent retrieves from when it answers, and new material is added to the library with no retraining.

Sourcedeveloper.salesforce.com/docs/ai/agentforce/guide/headless-examples-agent-adl.mdread 2026-09-18

The conversational workspace runs several agent dialogues in parallel, each holding its own context and permissions within the dialogue. Creatio does not say what an agent retains after a conversation ends, for how long, or whether retention is scoped per user, per team or per workspace, and it does not describe agents learning from a team's actual sales patterns.

Sourceacademy.creatio.com 8.3 release notes conversational workspace sectionread 2026-09-01

Agent Script variables let an agent deterministically remember information across conversation turns and keep context throughout the session, shared by every subagent, and a session ID carries that context across invocations. Data 360 and Customer 360 give agents live customer records, which are the business records themselves, and Salesforce does not describe a memory the agent keeps across sessions.

Sourcedeveloper.salesforce.com/docs/ai/agentforce/guide/ascript-ref-variables.mdread 2026-09-18

Oversight is configurable at the agent definition itself. Each AI Agent carries limitations and restrictions, where the customer specifies what the agent must not do and what limits apply to its actions and data access, and a list of available skills and low level actions, so a skill the customer has not added cannot be used at all. Access to the AI is gated by a system operation permission, role-based access restricts both data and model access, and the platform supports multi-level approvals within business processes.

Sourceacademy.creatio.com 8.3 release notes agent components and Creatio.ai permissions documentationread 2026-09-01

Escalation to a person is a built-in agent utility: utils.escalate hands the conversation to a human service rep through an Omni-Channel routing connection the customer defines, and instructions tell the agent when to call it. Agent Script structures what the agent may do, with every request passing an agent router that classifies it before any subagent runs and explicit transitions between subagents, and Salesforce's own guidance recommends a person check model responses before they are shared in most use cases.

Sourcedeveloper.salesforce.com/docs/ai/agentforce/guide/ascript-ref-utils.mdread 2026-09-18

Access follows least-privileged role-based access control with fine-grained roles restricting both data and model access, plus system operation permissions gating who may invoke the AI at all, and row and column level security. External access uses OAuth-based authorization, and audit logs run across the platform.

Creatio runs regular internal and external penetration testing under OWASP methodology and third party scanning, complies with SOC 1, SOC 2 and ISO 27001, and supports GDPR and HIPAA. A separately deployed LLM instance is hosted in the same region as the customer's site, the provider retains no customer data and does not train on it, and uploaded files are held in storage dedicated to the customer.

Sourcecreatio.com/our-technologies/security and academy.creatio.com Creatio.ai data privacy documentationread 2026-09-01

Salesforce holds attestations scoped to the agent layer itself, including a SOC 2 report and a SOC 3 report for the Einstein Platform and Agentforce on Hyperforce, an ISO 42001 certificate covering the Salesforce AI Platform and Agentforce, a PCI attestation of compliance for Data Cloud, the Einstein Platform and Agentforce, a C5 report, an IRAP assessment and Spain ENS High for the Einstein Platform and Agentforce, alongside FedRAMP High and Moderate and ISO 27001 categories.

Sourcecompliance.salesforce.com/enread 2026-09-18

Creatio AI Studio records every request an agent handles as a run with a full trace, showing the text sent to the model and the arguments each tool was called with, beside an immutable audit log of who changed what, when and with what result, and per agent spending budgets.

Sourceacademy.creatio.com/guides/ai-studio/creatio-ai-studio-overviewread 2026-10-01

Every step of an agent interaction is recorded. The Agentforce Session Tracing data model and the Generative AI Audit and Feedback data model capture turns, messages, LLM calls, actions, metric scores and feedback, and the Session Trace OTel API exports a full session as OpenTelemetry-format JSON for any observability tool or OTLP collector. Trace files can also be managed from the command line during development, and the Einstein Trust Layer keeps an audit trail of generations.

Sourcedeveloper.salesforce.com/docs/ai/agentforce/guide/otel-api.mdread 2026-09-18

Beyond shared multi tenant software as a service, Creatio can be installed and run on site on the customer's own infrastructure, and a dedicated cloud option is offered on the Unlimited tier. Every cloud instance runs on an audited security foundation with regional hosting, and the separately deployed LLM instance is hosted in the same region as the customer's Creatio site.

Sourceacademy.creatio.com on-site deployment documentation and Creatio.ai data privacy pageread 2026-09-01

Salesforce runs on Hyperforce, its public-cloud infrastructure, where customer data is generally stored in the country where the customer's org is located, provided the services in use are available in that Hyperforce country, and a secure backup of an org can be held in a secondary Hyperforce region.

Sourcesalesforce.com/platform/public-cloud-infrastructureread 2026-09-18

A browsable list names the agents that ship out of the box, which depend on the apps installed.

They include a Sales AI assistant consolidating the sales skills, a Productivity agent that finds available time slots across participant schedules, a Case resolution agent that summarizes cases and suggests resolutions, a Knowledge agent that generates case articles, and an Email generation agent for branded marketing emails, alongside prebuilt agents for lead conversion scoring, account research and quote generation. A marketplace of ready-to-use apps, connectors and templates sits alongside them.

Sourceacademy.creatio.com AI agent list and 8.3 release notesread 2026-09-01

Agentforce Builder starts agents from out of the box subagents, actions and templates that cover common jobs such as order management, reservation management and general FAQs, which the customer then extends and refines with natural language instructions.

Sourcesalesforce.com/agentforce/agent-builderread 2026-09-18

The Prompt Agent Designer lets the builder choose across several LLM providers, with Anthropic Claude, OpenAI and Google Gemini named, and set temperature and other model specific parameters per agent, inside a registry of approved models. Creatio does not say whether every provider is available on every plan.

Sourceacademy.creatio.com/guides/ai-studio/creatio-ai-studio-overviewread 2026-10-01

An administrator sets the org-level model for Agentforce on the Agentforce Agents page in Setup, and Agent Script overrides it for a specific agent or subagent with a model configuration naming any supported model. The supported list spans Salesforce-managed models from OpenAI, Anthropic on Amazon Bedrock, Google Gemini on Vertex AI and Amazon Nova, most running inside the Salesforce trust boundary, and customers can also bring their own model.

Sourcedeveloper.salesforce.com/docs/ai/agentforce/guide/ascript-model.mdread 2026-09-18

Creatio exposes several external interfaces, OData 4 and OData 3 REST services exposing every Creatio object for CRUD operations with OAuth 2.0 authorization, a DataService for batch and filtered requests, ProcessEngineService for running business processes from an external app, and custom RESTful configuration web services a developer can create, all set out on a full developer documentation site. Postman collections of worked CRUD examples are published, and no-code web service integration lets a business process call any third-party REST API without code.

Sourceacademy.creatio.com integrations and API documentationread 2026-09-01

The Agent API opens a conversation with an agent, sends prompts synchronously or as a server-sent event stream with progress, text-chunk and end-of-turn events, and closes the session, authenticated through a connected app with OAuth scopes, with a published Postman collection and Node.js client. Inside the platform, an invocable action runs any active agent from Apex or Flow, and Salesforce Hosted MCP Servers expose Salesforce data and automation to external AI agents and LLM applications over MCP.

Sourcedeveloper.salesforce.com/blogs/2025/04/build-headless-agents-with-the-agent-api.htmlread 2026-09-18

An evaluation harness lets customers test their own agents, with test cases written once and graded on content and on operational checks such as latency, cost and which tools were called, and the live Preview panel shows the full reasoning trace beside each answer while building.

Sourceacademy.creatio.com/guides/ai-studio/creatio-ai-studio-overviewread 2026-10-01

Agents are tested before release with scored test cases. A test spec describes test cases as utterances with the expected agent behavior, can set context variables and include out-of-the-box metrics in the output, and is created and run in a development org from the command line or the Agentforce Testing Center, with pass and fail results.

Sourcedeveloper.salesforce.com/docs/ai/agentforce/guide/agent-dx-test.mdread 2026-09-18

Agents operate on the customer's own CRM objects through skills and low-level actions such as changing a record, validating data or reading a lookup value, and reach outside systems through OData services, custom web services and no-code web service calls, all programmatic routes. Creatio does not describe a hosted or local browser, desktop session, remote computer control, web scraping or a third party browser engine.

Sourceacademy.creatio.com 8.3 release notes agent actions and integrations documentationread 2026-09-01

Salesforce does not describe an Agentforce agent operating a browser or desktop interface. Agents act through actions, flows, Apex, APIs, prompt templates and MCP tools, reached through the agent router and subagents in Agent Script.

Sourcedeveloper.salesforce.com/docs/llms-genai.txtread 2026-09-18