TDX 2026 · The Headless 360 Era

The browser
is becoming
optional.

Salesforce just rebuilt every capability in its platform as an API, an MCP tool, or a CLI command. We help Southeast Asian enterprises turn that into pipeline closed, cases deflected, and campaigns that run themselves.

See the use cases → Talk to us →
how headless works · a loop
BEFORE
A human clicks. Again. And again.
salesforce.com/lightning/cases
Home
Cases
Accounts
Opportunities
Reports
Case · 00118 Open High
Case · 00119 Open Medium
Case · 00120 Open Low
Case · 00121 Open High
NOW
An agent acts. Across every surface.
SLACK · #PIPELINE just now
Agent 14 deals stalled — drafting follow-ups now.
WHATSAPP 11:42
Your order is on the way ✓
tracking #SG-22918
VOICE · DISPATCH live
"Job complete, what's next?"
CLAUDE · APPROVAL tap
Approve 18% discount on Goldtech renewal?
Approve → Hold

The browser is no longer the workspace. Agents read, write, and act through APIs — wherever your customers and your team already are.

01The Inflection Point

April 2026.
An architectural pivot, 27 years in the making.

Salesforce TrailblazerDX 2026 keynote stage announcing Headless 360 "
Welcome Salesforce Headless 360. No browser required. Our API is the UI.
Marc Benioff TrailblazerDX 2026 · 16 April
What shipped, day one
tools
100+
new tools and skills, immediately available
mcp
60+
new MCP tools for AI coding agents
coding
30+
preconfigured coding skills
marketplace
13K+
apps unified in AgentExchange
02What is Headless 360

Salesforce, rebuilt
for agents.

Two and a half years of engineering, surfaced as three architectural commitments. Each one reshapes a different part of the build lifecycle.

PILLAR 01

Build any way you want

MCP tools · Coding skills · Agentforce Vibes 2.0

Coding agents like Claude Code, Cursor and Codex get full, live access to your org — data, workflows, business logic — from any terminal. No Salesforce IDE required.

PILLAR 02

Deploy on any surface

Agentforce Experience Layer (AXL)

Define an experience once. Render natively across Slack, Teams, WhatsApp, Voice, ChatGPT, Claude, Gemini, or any MCP-compatible client. Zero surface-specific code.

PILLAR 03

Trust at scale

Agent Script · Testing Center · Observability

Deterministic agent behaviour, regression testing, full session tracing. The lifecycle tooling that makes probabilistic systems enterprise-grade.

Trust Layer works with Anthropic, OpenAI, Gemini, LLaMA, Mistral — you pick the model, Salesforce provides the governance.

03The Shift

Humans no longer navigate.
Agents do.

— The Old World

CRM as filing cabinet

  • 01Reps log in. Click. Tab. Type. Repeat.
  • 02Data hygiene becomes a managerial problem.
  • 03Capabilities buried behind GUI screens.
  • 04Per-seat licensing assumes humans log in.
  • 05Surface-specific builds for every channel.
→ The Headless 360 Era

CRM as agent infrastructure

  • 01Agents read and write through APIs and MCP.
  • 02The system of record stays live, by default.
  • 03Every capability programmable, anywhere.
  • 04Pricing follows outcomes, not seats.
  • 05Build once, render anywhere — Slack, Voice, WA.

"Why should you ever log into Salesforce again?"
— Parker Harris, Salesforce Co-Founder · TDX 2026

04Early Evidence

This is not theoretical.
It is already shipping.

40%
more customer queries resolved without human intervention
Pearson Agentforce for order status, refunds, lost access codes
40%
reduction in total IT support tickets
PenFed Agentforce handling password resets & account unlocks
AgentExchange
13K+
apps, agents and MCP servers unified in one marketplace
AgentExchange Salesforce + Slack + Agentforce ecosystems, day one
The economic premise of enterprise software is changing. Per-seat assumed humans logged in. Agents don't.
05Verticals · Reimagined
01 Sales

From CRM hygiene problem
to pipeline that runs itself.

USE CASE / 01

Conversational pipeline ops

Reps ask "what stalled this week?" or "draft the Goldtech follow-up" from Slack, WhatsApp or Voice. The agent reads opportunities, applies your stage logic, and writes Salesforce back. No rep ever logs in.

slack whatsapp voice
USE CASE / 02

Deal-desk approvals as decision tiles

"Can we discount the renewal 18%?" in Claude or Teams. The agent checks margin rules, runs CPQ logic, returns an approval card the manager taps once. Days collapse to minutes.

claude teams agentforce
USE CASE / 03

Dormant-lead reactivation engine

Agentforce works through 12 months of ghosted MQLs at near-zero marginal cost. Early adopters report 72% open and 10%+ response rates on contacts dark for six months or more.

email whatsapp agentforce
USE CASE / 04

Voice-first field selling for SEA

Reps dictate notes and next steps between client visits. Opportunities, contacts and tasks update without a laptop. Singapore travel time becomes productive time.

voice mobile
02 Service

From cost centre
to deflection engine on every channel.

USE CASE / 01

Omnichannel case deflection

Define the agent once in Agent Script. AXL renders it natively across WhatsApp, voice, web chat and email. The Pearson pattern: 40% deflection on orders, refunds and access cases.

whatsapp voice web chat
USE CASE / 02

PDPA-compliant case triage

Trust Layer masks NRIC and PII before inference. The agent classifies severity, routes to the right queue, and logs full session traces for audit. Built for Singapore, Malaysia and Thailand from day one.

agentforce data 360 trust layer
USE CASE / 03

Field service dispatch by voice

Technician finishes a job and tells the phone agent "done, what's next." Case closes, route re-optimises, parts get ordered, customer gets a WhatsApp ETA. No console, no laptop.

voice whatsapp fsl
USE CASE / 04

L1 IT helpdesk replacement

Password resets, account unlocks and software provisioning handled headlessly through Slack. The PenFed pattern: 40% reduction in total IT tickets. The business case writes itself for any 20+ person support team.

slack teams agentforce
03 Marketing

From campaign factory
to always-on revenue agent.

USE CASE / 01

An AI VP of Marketing in Slack

Reads Data 360 in real time, surfaces underperforming sends every morning, drafts replacement copy and assigns the human a single approval tap. The dashboard ceases to be a destination.

slack data 360 agentforce
USE CASE / 02

Conversational campaign launch

Marketer in Claude or ChatGPT: "Launch a cart-abandoner retargeting flow this week, SGD 5k cap." The agent builds the segment in Data 360, configures the journey, sets budget, deploys.

claude chatgpt marketing cloud
USE CASE / 03

Real-time journey re-optimisation

The agent watches engagement streams continuously. Pauses cohorts that fall below threshold, promotes winning variants, writes attribution back. Closed loop. No analyst pulling reports on Monday morning.

data 360 marketing cloud
USE CASE / 04

Attribution on demand

Anyone in the company asks "where did our biggest deal this quarter originate?" in their channel of choice. The agent traces touchpoints across Data 360 and returns a single answer card.

any mcp client data 360
06The Partner Opportunity

Salesforce shipped the platform.
Customers need someone to make it work.

GAP 01

The Build Gap

60+ MCP tools is not a strategy. Customers need someone to pick the right agents, design the prompts, write Agent Script, and orchestrate data context across Data 360.

GAP 02

The Deploy Gap

Surfaces multiply faster than skills. WhatsApp, Slack, Voice, Teams, Claude — each demands product judgement about what experience to push, when, and to whom.

GAP 03

The Trust Gap

Probabilistic systems in production scare boards. Governance, testing, observability, PDPA compliance and rollback are where mid-market customers stall without a partner.

The implementation partner who closes these three gaps wins the next decade of CRM work.

07How Techila Shows Up

A three-step ladder,
built for the Headless era.

Each tier compounds: insight becomes execution, execution becomes operating leverage.

TIER / 01

Agent Diagnostic

2 – 3 weeks · Fixed fee

Inventory of agent-ready processes across Sales, Service and Marketing. Surface map, data readiness, PDPA gap analysis. You walk away with a prioritised use-case ledger and ROI ranges.

Most chosen
TIER / 02

Headless Sprint

6 – 10 weeks · Outcome-linked

One vertical, one breakthrough use case, end-to-end. Agent designed, Agent Script written, surfaces deployed across Slack / WhatsApp / Voice, Testing Center coverage in place, KPIs live.

TIER / 03

Agent Operating System

Ongoing · Gain-share

We run your agent estate. Continuous tuning, AXL surface expansion, regression testing, observability, MCP tool curation, model selection. You compound. We share the outcome.

08Pricing for the Agent Era

Mandays measure effort.
Outcomes measure value.

Dimension
Old Model · Mandays
New Model · Outcomes
Unit billed
Consultant hours
Cases deflected, deals closed, leads converted
Risk holder
Customer alone
Shared — partner has skin in the game
Incentive
Fill the timesheet
Land the outcome, fast
Buyer
Procurement
CFO and the business owner
Scaling
Linear with headcount
Compounds with agent leverage
We co-design the metric. We earn alongside it. That is the partnership the agent era demands.
— Why Techila

Built for
Southeast Asia.
Built for the
agent era.

Deep Salesforce DNA

Service Cloud, Agentforce, Data 360, Marketing Cloud — implementation partners who built the muscle long before the rebrand.

SEA mid-market focus

Singapore, Malaysia, Thailand. PDPA-fluent, multilingual, attuned to the realities of mid-market budgets and timelines.

Outcome-first commercials

Gain-share, per-outcome, performance-based structures. Options no big-four house will quote.

Agent-native delivery

Agent Script, AXL, MCP tooling, Testing Center — already in our delivery stack. Not retrofitted. Designed in.

Let's build the first agent.
Joel Lim [email protected] → Immanuel [email protected] →