Salesforce, NVIDIA unveil CRM domain-specific reasoning model

Together with partner NVIDIA, Salesforce today at Dreamforce Conference 2026 unveiled a new CRM domain-specific reasoning model for Agentforce dubbed Koa.

“It’s built on NVIDIA’s Nemotron and it brings together 27 years of product development in CRM,” said Rohan Kumar, president and chief platform and engineering officer at Salesforce.

Kumar explained that Koa was built by post-training NVIDIA Nemotron 3 Super with a synthetic data set modeled on the enterprise knowledge Salesforce gleaned from three decades of CRM deployments, not on customer data.

Drawn from synthetic scenarios that simulate real-world enterprise workflows across more than 14 industries — including manufacturing, financial services, healthcare, and travel — the training corpus was designed to reflect the reasoning, tool use, and decision-making skills agents perform across CRM workflows.

“The genesis of this was looking at all the things we’ve learned in building out our products, the strategy we’ve created, and asking how could we augment a model to make it very specific to this job,” Kumar said.

Under the hood

Salesforce post-trained the model by applying Supervised Fine-Tuning (SFT) and reinforcement learning to Group Relative Policy Optimization (GRPO) and NVIDIA NeMo RL, NeMo Gym, and NeMo AutoModel. The idea is to leverage Koa agents for complex sales and service tasks.

Salesforce said that in its CRM Benchmark, a model benchmark that includes a suite of real-world tasks like updating opportunities, routing cases, and scheduling follow-ups, Koa already matches or exceeds leading model performance with three times fewer errors.

“We use Koa internally at Salesforce for a lot of our employee engagement and it’s actually turning out to be a game changer,” Kumar added.

Additional applications

Salesforce has also created an agent in Slack that helps its employees find information and complete everyday tasks. It also announced a number of customers are using Koa in pilots, including 1-800Accountant, Baxter Credit Union, Engine, Formula 1, UChicago Medicine, and Xero.

Salesforce expects to make Koa generally available in Agentforce in winter 2026 in US regions.