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Markets2026-08-20 · source-backed
Parnassus CIO Todd Ahlsten argued Salesforce and ServiceNow face structural pressure because AI lets customers grow output without hiring the employees who needed licenses. The counter-evidence both offer is real: Salesforce says its ten heaviest Agentforce users grew total spend 1.5x year over year and that Sales and Service still showed seat growth, while ServiceNow CEO Bill McDermott told the WSJ roughly half of net new business revenue now comes from non-seat models. (Yahoo Finance) Bain's analysis of 30+ SaaS vendors shipping generative AI found about 65% went hybrid, layering usage or feature charges on top of seats rather than replacing them. Hybrid is the answer nobody wanted, and it's what's actually happening.
Each link below shares sources, entities, or timing with this story.
ServiceNow released Agentforce / Shared entities / Shared topic / Earlier coverage
Linked by a graph relationship (ServiceNow released Agentforce); both cover Agentforce, Hybrid, SaaS, Salesforce; overlapping topics (seat, servicenow).
Linked by a graph relationship (ServiceNow released Agentforce); both cover Agentforce, SaaS, Salesforce, ServiceNow; overlapping topics (agentforce, analysi, salesforce).
Agentforce built by Salesforce / Shared entities / Shared topic / Earlier coverage
Linked by a graph relationship (Agentforce built by Salesforce); both cover Agentforce, SaaS, Salesforce; overlapping topics (agentforce, answer, revenue, salesforce, seat).
Zendesk uses SaaS / Shared entities / Same source domain / Shared topic / Earlier coverage / Tension
Linked by a graph relationship (Zendesk uses SaaS); both cover Bain, SaaS; reported by the same outlet (finance.yahoo.com).
ServiceNow released Agentforce / Shared entities / Shared topic / Earlier coverage
Linked by a graph relationship (ServiceNow released Agentforce); both cover Agentforce, SaaS, Salesforce, ServiceNow; overlapping topics (salesforce, servicenow).
Zendesk uses SaaS / Shared entities / Shared topic / Earlier coverage / Tension
Linked by a graph relationship (Zendesk uses SaaS); both cover Agentforce, SaaS, Salesforce; overlapping topics (agentforce, revenue, seat).
ServiceNow released Agentforce / Shared entities / Earlier coverage / Tension
Linked by a graph relationship (ServiceNow released Agentforce); both cover Agentforce, Bain, Salesforce, ServiceNow; earlier Agentforce coverage from 2026-06-02.
Agentforce built by Salesforce / Shared entities / Shared topic / Earlier coverage / Tension
Linked by a graph relationship (Agentforce built by Salesforce); both cover Agentforce, SaaS, Salesforce; overlapping topics (agentforce, already).