Salesforce moves toward outcome-based AI pricing as seat licenses lose ground

Salesforce is testing three pricing models: traditional seat licenses, consumption via Flex Credits, and fees tied to AI agent outcomes. Deputy CFO Mike Spencer called the current mix an 'anxiety-filled architecture,' with consumption revenue expected to become material in 3–5 years.

• Salesforce is testing per-case pricing for AI customer service agents
• Flex Credits let customers pay for actual consumption
• License revenue is dragging on overall growth
• Gartner warned AELA terms may change at renewal