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

After a rigorous 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.