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Agentic Work Units: 7.0 Billion to DateNarrow moat

Salesforce (CRM) — moat facet

Salesforce delivered 3.2 billion agentic work units in one quarter as it tries to charge for tasks done rather than seats filled.

Seats are how Salesforce has always been paid, and agents do not need seats. So the company has started measuring something else. It introduced Agentic Work Units "to measures tasks accomplished by an AI Agent"1, and reported 2.4 billion delivered to date at the end of fiscal 20262, 3.8 billion at the end of the first quarter of fiscal 20273 and "7.0 billion" at the end of the second, "with 3.2 billion in Q2"4.

Salesforce agentic work units delivered to date (billions)2.4Q4 FY20263.8Q1 FY20277.0Q2 FY2027Salesforce Q4 FY2026, Q1 and Q2 FY2027 results releases
Cumulative work units nearly tripled in two quarters.

The point is pricing. If the work an agent does is metered, Salesforce can charge for it whether or not a person is sitting at a licence. Its Investor Day slides describe a "Consumption flywheel driving usage and unlocking ARR expansion"5, and claim that among customers outside its top 100 users of the units, "ARR grows meaningfully faster as customers scale their AI usage"6.

This is the most important strategic shift in the company, because it is the answer to seat compression, argued on Agents Shrink the Seat Count. A business paid per user loses when users disappear; a business paid per task gains.

The work units are not revenue, and Salesforce does not say how much it earns per unit. The measure that matters will be the share of subscription revenue from consumption. Until Salesforce discloses it, a rising count of work units with Sales and Service growth stuck near 8% would mean the meter is running faster than the billing.

Moat trajectory: Widening

7.0bn AWUs to date at Q2 FY2027 from 2.4bn at FYE 2026.

The number that tests this moat
Reported
Agentic work units delivered, latest quarter
3.2bn (Q2 FY2027), 7.0bn to date, from 2.4bn to date at FYE 2026

The usage the consumption model will bill; growth without revenue would mean the meter outruns the invoice.

Source: Salesforce Q2 FY2027 results release ↗
⚠ Threats to the moat
⚠ THREAT 01
Consumption Can Fall as Well as Rise
Salesforce's move to usage pricing answers seat compression but, in its own words, means revenue could decline if customers use less.
References
  1. ReportedIt introduced Agentic Work Units "to measures tasks accomplished by an AI Agent", and reported 2.4 billion delivered to date at the end of fiscal 2026, 3.8 billion at the end of the first quarter of fiscal 2027 and "7.0 billion" at the end of the second, "with 3.2 billion in Q2".
    Salesforce fourth-quarter and fiscal 2026 results release, Form 8-K exhibit 99.1 - margins, cash flow, capital returns, the $50 billion repurchase authorisation, the dividend increase, Agentforce ARR and fiscal 2027 and fiscal 2030 targets. — FY2026 · publ. 25 February 2026 · source ↗
  2. ReportedIt introduced Agentic Work Units "to measures tasks accomplished by an AI Agent", and reported 2.4 billion delivered to date at the end of fiscal 2026, 3.8 billion at the end of the first quarter of fiscal 2027 and "7.0 billion" at the end of the second, "with 3.2 billion in Q2".
    Salesforce fourth-quarter and fiscal 2026 results release, Form 8-K exhibit 99.1 - margins, cash flow, capital returns, the $50 billion repurchase authorisation, the dividend increase, Agentforce ARR and fiscal 2027 and fiscal 2030 targets. — FY2026 · publ. 25 February 2026 · source ↗
  3. ReportedIt introduced Agentic Work Units "to measures tasks accomplished by an AI Agent", and reported 2.4 billion delivered to date at the end of fiscal 2026, 3.8 billion at the end of the first quarter of fiscal 2027 and "7.0 billion" at the end of the second, "with 3.2 billion in Q2".
    Salesforce first-quarter fiscal 2027 results release, Form 8-K exhibit 99.1 - Agentforce and combined AI and data ARR, and the operating cash flow guidance cut for the debt issuance. — Q1 FY2027 · publ. 27 May 2026 · source ↗
  4. ReportedIt introduced Agentic Work Units "to measures tasks accomplished by an AI Agent", and reported 2.4 billion delivered to date at the end of fiscal 2026, 3.8 billion at the end of the first quarter of fiscal 2027 and "7.0 billion" at the end of the second, "with 3.2 billion in Q2".
    Salesforce second-quarter fiscal 2027 results release, Form 8-K exhibit 99.1 - revenue, margins, EPS, RPO, AI metrics, the two new revenue categories, balance sheet and fiscal 2027 guidance - Agentforce, Data 360 and Slack metrics. — Q2 FY2027 · publ. 26 August 2026 · source ↗
  5. ReportedIts Investor Day slides describe a "Consumption flywheel driving usage and unlocking ARR expansion", and claim that among customers outside its top 100 users of the units, "ARR grows meaningfully faster as customers scale their AI usage".
    Salesforce Investor Day presentation at Dreamforce, 16 September 2026, Form 8-K exhibit 99.1 - fiscal 2030 framework, clouds per customer, annual order value by cloud, AI customer cohort, ARR uplift scenarios, Slack, M&A framework, the accelerated share repurchase and the GAAP to non-GAAP reconciliation for fiscal 2022-2026. — September 2026 · publ. 16 September 2026 · source ↗
  6. ReportedIts Investor Day slides describe a "Consumption flywheel driving usage and unlocking ARR expansion", and claim that among customers outside its top 100 users of the units, "ARR grows meaningfully faster as customers scale their AI usage".
    Salesforce Investor Day presentation at Dreamforce, 16 September 2026, Form 8-K exhibit 99.1 - fiscal 2030 framework, clouds per customer, annual order value by cloud, AI customer cohort, ARR uplift scenarios, Slack, M&A framework, the accelerated share repurchase and the GAAP to non-GAAP reconciliation for fiscal 2022-2026. — September 2026 · publ. 16 September 2026 · source ↗
Sources
Generated October 4, 2026