The Salesforce Winter ’26 release arrives with AI, automation, and platform enhancements that are especially relevant for telecommunications providers facing challenges such as service assurance, subscriber lifecycle management, customer retention, and network operations. These updates arrive just in time for Dreamforce, where new capabilities were front and center—and Simplus is ready to help you turn those features into real business impact. 

 

Agentforce & AI: Smarter Customer & Network Assistance 

Telecom companies can leverage Agentforce enhancements in Winter ’26 to automate many routine support and service tasks. For example: 

• AI-powered account research: Agents can now surface deep insights about a subscriber’s usage patterns, product mix, or outstanding issues—without digging through dashboards. The system can also auto‑populate account plan fields to accelerate problem resolution and upsell opportunities.  

• Automated case closure and service agents: For standard support issues, Agentforce can autonomously resolve or escalate cases, freeing live agents to work more complex network or billing exceptions.  

These capabilities help telco support teams reduce handling time, increase first-contact resolution, and deliver proactive experiences to subscribers. 

 

Flow, Automation & Platform Enhancements 

Across the Salesforce platform, Winter ’26 introduces new automation tools and structural changes that are immediately useful in telecom contexts: 

• Generative AI decision elements in Flow let you interpret unstructured input (like free-text issue descriptions or email content) and route workflows intelligently.  

• Flow version comparison, improved debugging, and resource menus make maintaining and scaling automation easier and safer.  

• Shortened certificate lifespans (TLS certificates moving from 398 to 47 days over time) force more frequent rotation, which impacts integrations and middleware in telecom stacks.  

• Stricter permission enforcement for flows and Apex in flows: flow execution must now be explicitly permissioned, and Apex classes used in flows will require proper access.  

• The new Agentforce Builder (in beta) gives admins and developers a unified canvas to design, simulate, and rollback agent modules—helpful when iterating on support agents or self-service bots.  

Together, these advances bolster automation reliability, security, and agility—critical in the complex systems environment of telecom. 

 

Use Cases in Telecom: Where Winter ’26 Adds Value 

Here are a few scenarios where telco organizations can use the Winter ’26 updates to differentiate: 

• Proactive network incident resolution: Use flows plus generative decision logic to detect alarm patterns, classify severity, and route to the appropriate operations team, reducing mean time to repair (MTTR). 

• Subscriber self-service and upsell: Agentforce bots could run in portals or messaging channels to help users troubleshoot connectivity issues, upgrade plans, or schedule technician visits—augmenting digital engagement. 

• Churn prediction & retention offers: AI‑driven account research can flag at-risk subscribers, suggest retention incentives, and feed those insights into retention automation flows. 

• Maintenance scheduling & field dispatch: The stricter enforcement on certificate rotations, flow permissions, and consistency in automation help support reliable field operations and prevent breakdowns in dispatch workflows. 

 

Winter ’26 + Dreamforce: Your Innovation Moment 

Because Salesforce typically flips the switch on major releases just before Dreamforce, Winter ’26’s features were fresh in every keynote, breakout, and use-case demo. Telecom leaders should look to Dreamforce recordings as a showcase of how AI, automation, and new agent capabilities can be deployed in their own networks and subscriber journeys. 

Simplus is ready to discuss your telco challenges, demo how Winter ’26 features align with your roadmap, and help you plan your path forward. Check out our digital Dreamforce booth here! 

Rolling out a release like Winter ’26 in a highly regulated, high‑uptime, integration‑intensive sector like telecom is not trivial. That’s why telco organizations choose Simplus: 

• Creative solution design — we help translate Agentforce, automation, and AI into subscriber workflows and network operations 

• Release readiness & assurance — we manage testing, sandbox staging, regression, and deployment hygiene 

• Ongoing platform maintenance & evolution — after the rollout, we ensure your org remains healthy, performant, and forward-compatible 

Let Simplus be your partner in turning Winter ’26 from “just another release” into a competitive advantage in telecom. Reach out anytime to talk strategy, PoCs, or adoption planning.