From Hours to Minutes for the World's Leading CRM

About Salesforce

Salesforce (NYSE: CRM) is the world's leading CRM platform, serving hundreds of thousands of customers across every major industry. With products spanning sales, service, marketing, commerce, and AI, Salesforce operates one of the most complex and business-critical software environments in enterprise technology. Trust is the company's number one value, and system reliability is how that value gets delivered. Maintaining it requires engineering infrastructure that can keep pace with constant change.

The Challenge

At Salesforce's scale, production incidents carry significant consequences in engineering time, customer trust, and business continuity. Modern observability tools can surface that something is wrong. Getting from alert to root cause fast enough to limit impact is a different problem entirely.

Production incidents at enterprise scale rarely stay contained. When an alert fires, engineers pull signals from across a complex, distributed environment, including logs, metrics, traces, deployments, and dependencies, while simultaneously coordinating across teams. Investigations routinely take hours. Senior engineers get pulled into incidents they should not need to own, and the institutional knowledge required to navigate unfamiliar parts of the stack is rarely available at 2am.

Why Resolve AI

Over an eight-month evaluation against competing vendors, a team at Salesforce deployed Resolve AI to enhance production operations. Resolve AI demonstrated the ability to investigate the way experienced engineers do: forming hypotheses, correlating signals across systems, and surfacing root cause with supporting evidence. The ROI was clear. Hundreds of successful investigations later, the results are measurable.

The Results

After deploying Resolve AI, Salesforce achieved significant improvements across every stage of incident response:

• ~60% reduction in mean time to resolve (MTTR): Investigations that previously required hours of manual coordination across multiple engineering workstreams now close in a fraction of the time.
• ~70% faster alert triage: Engineers reach the right hypothesis sooner, spending less time chasing signals and more time acting on them.
• ~30% reduction in investigation time: Resolve AI correlates context across logs, metrics, traces, and deployments automatically, eliminating the manual tool-hopping that slows every investigation.
• 10 minutes to root cause: In one documented incident, Resolve AI autonomously diagnosed a complex production issue in 10 minutes, a task that typically requires hours of intensive, manual coordination across multiple engineering workstreams.

For a company where trust is the number one value and more than 150,000 customers worldwide depend on that promise, the ability to resolve production incidents faster and refocus engineering on higher-impact work is what Resolve AI delivers at scale.