Today on the Salesforce Admins Podcast, we talk to Rebecca Saar, Senior Director of Admin Relations at Salesforce.

Join us as we chat about governance, productivity, and why Salesforce Admins are more essential than ever in the agentic enterprise.

You should subscribe for the full episode, but here are a few takeaways from our conversation with Rebecca Saar.

Admins are becoming the guardians of trust

As AI becomes an ever bigger part of our day-to-day lives, I wanted to bring Rebecca Saar on the pod to talk about what changes and what stays the same.

One thing she emphasizes is that admins are here to look at the big picture for their organizations. While it might be easier to build the solution, you still need to figure out what to build in the first place.

"It's a shift in mindset and understanding where the work is happening," Rebecca says, "because we now can leverage these super powerful tools." Skills like gathering requirements, talking with stakeholders, and bridging the gap between departments are only going to be amplified by AI—not replaced.

Admins act as translators across systems and teams

Admins are a crucial intermediary for their organization, connecting the dots between multiple departments to understand what's really going on with a business process. In other words, admins are the ones who understand who to talk to in order to get something done.

In my experience as an admin, each business unit only knows their own siloed data. They know where it comes from and who they ship it off to, but they don't know if there are better options, or where there might be a snag in the process. That's where admins need to step in and find a solution that individual business units might not be able to figure out on their own.

Strong foundations still matter in an AI world

Despite new tools, core admin skills remain essential. In a way, we've moved from problem solver to sense maker. You might not have to spend as much time figuring out who has what permissions, but you'll still be called on to have a conversation about how it should be handled.

Just like with everything else, AI can save time on the busywork so you can focus on what matters. At the end of the day, it's even more important to lean into the foundational admin skills to find solutions that work for everyone in your organization.

Make sure to listen to the full episode for more from Rebecca Saar about what's coming at TDX, and don't forget to subscribe to the Salesforce Admins Podcast so you never miss an episode.

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Full show transcript

Mike: This week on the Salesforce Admins podcast, I sit down with Rebecca Saar, the Senior Director of Admin Relations for Salesforce, to talk about how the admin role is changing as AI and agents become really part of our everyday life. Now, we're going to dig into why Salesforce admins are becoming the guardians of trust, how strong fundamentals still matter, and where human judgment fits in when automation gets smarter. I like to think this is a very thoughtful conversation about governance, productivity, and why Salesforce admins are more essential than ever. So with that, let's get Rebecca on the podcast. So Rebecca, welcome to the podcast.

Rebecca: Hi, Mike. Thanks for having me.

Mike: It's been a while. Last time you were on, we did an entire episode in German because international podcasts are fun.

Rebecca: Yeah. What a ride. How many years ago was that?

Mike: Just a few. It's like one or two in Salesforce admin years, which translate differently to the rest of the world.

Rebecca: Right. And then I also say we've had a pandemic in between, so that has made time fly.

Mike: Yep.

Rebecca: And I think that was a pre-pandemic thing.

Mike: It was. 100% pre-pandemic. Yep, absolutely. And then since then, you've been on stage quite a few times for the admin keynote. And doing a whole bunch of stuff with the admin relations team. You and I have both been on stage too.

Rebecca: I know. Yes, we have been championing admins since 2014?

Mike: Since forever.

Rebecca: Yes. Dedicating over a decade and celebrating that big decade 10-year anniversary was a couple of years ago. And that was a big highlight for me, being able to share that with everyone on stage at Dreamforce. But yeah, since last time I was on the pod, I have now become the lead of admin relations and kind of leading this amazing team of evangelists and marketers on our mission to enable and empower and inspire all of our Salesforce admins out there.

Mike: And we're doing that as a transition to talk about... Literally right before I pressed record on this podcast, I was listening to NPR talk through AI and how AI is affecting something. They quoted 60 to 80% of the people in the workplace now use AI for some sort of task. And it kind of flashed back to me because it was interesting listening to them talk. They were describing, so when you tell AI to do something, that's a prompt. And listening to people walk through the understanding that I think a lot of Salesforce admins went through two or three years ago, I remember having people on the podcast to talk about prompt engineering, and I'm listening to them now, I'm like, "How do you not know this already? What world are you living in? You should already know about prompts and prompt engineering." But leading admins now as we're not just working with AI, but AI's working with us, right?

Rebecca: Yeah. AI is everywhere. I think just in the last few years, it's accelerated so, so much. Yeah, I've been thinking about this a lot because not only are our admins and our whole Trailblazer community thinking about the impact of AI. But it really is across at least tech industry, but corporate world where everyone is kind of thinking about how are we incorporating AI into our workplace.

Mike: So I was thinking of the article that you published, How the Salesforce Administrator Role is Evolving in the Agentic Era. And the first kind of big bullet point or the first subhead under there is The New Mandate, The Guardian of Trust. And working on that article with you, I happened to think of the very first thing that I did when I was a Salesforce administrator. Well, the second thing I did. The first thing I did was I updated my profile. The second thing I did was I got certified and I was one of the first 500 Salesforce admins certified. And I remember posting that to... We had a local kind of intranet at the company that I was at. And I remember posting that just out of pride for myself that I had passed, but also really wanting my users and my executives to know like, "Hey, when I suggest something, it's because I'm knowledgeable about it, so you should trust me." And I think it's interesting that almost 15 years later, when AI comes around, this is the very first thing that we're talking about with admins as being the guardians of trust.

Rebecca: Yeah. Trust, it's our number one value. And it's, I think, the most important thing our admins can do for their company and their users. You manage the data, you manage security, you manage automation. And these are the pieces of the system that need to come together in ...

How Salesforce Admins Are Evolving to Run the Agentic Enterprise