Salesforce Commerce Cloud Campaigns and Promotions: The Agentforce Commerce Guide

A merchandiser logging into Business Manager this month will notice two things right away. The module she’s used for years to build a spring sale is still there, still built around the same campaign-and-promotion logic. But the product it sits inside no longer goes by the name on her business card. Salesforce Commerce Cloud became Agentforce Commerce at Dreamforce 2025, and the platform has picked up an AI agent layer since, one that now touches the same campaigns and promotions merchandisers have configured for over a decade.

That rebrand, plus a genuinely large June 2026 release, is enough to make most existing “how campaigns and promotions work” guides outdated. This one walks through what’s changed, what hasn’t, and how AI agents now sit alongside the merchandiser rather than replacing the workflow.

What Is Agentforce Commerce? (Formerly Salesforce Commerce Cloud)

Agentforce Commerce is Salesforce’s cloud commerce platform, the product long known as Commerce Cloud, and before that, Demandware. Salesforce renamed it as part of a company-wide shift that folded Sales Cloud, Service Cloud, Marketing Cloud, and Commerce Cloud under the Agentforce brand, positioning autonomous AI agents at the center of the platform rather than as an add-on. B2C Commerce specifically is now referred to as Agentforce Commerce for B2C in Salesforce’s own documentation, though “B2C Commerce” still appears throughout Business Manager and technical docs, and existing contracts haven’t changed.

For merchandisers, the practical impact is smaller than the name change suggests. Campaigns, promotions, coupons, customer groups, and source codes work the same way they always have. What’s new sits around that core: a refreshed Campaigns interface, AI agents that can build merchandising rules on request, and a shift in where and how promotions actually reach shoppers.

What Is a Campaign in Salesforce Commerce Cloud?

A campaign is still a wrapper. It holds the schedule and qualifiers for a group of experiences, promotions, content slots, and sorting rules, so a merchandiser doesn’t have to set dates and coupons separately for every piece of a seasonal push. Slot configurations and sorting rules can run outside a campaign if they don’t need one, but anything tied to a shared schedule or a shared audience typically lives inside one.

The one structural change worth flagging: starting with B2C Commerce version 26.7, a refreshed Campaigns screen is on by default. It’s meant to simplify how experiences get added and scheduled inside a campaign. Teams that prefer the older layout can switch back by turning off the “Enable New Campaigns Screen” setting, so nothing is forced on a business mid-cycle.

How to Create a Campaign in Salesforce Commerce Cloud (Step by Step)

Salesforce’s own documentation frames this as a sequence that starts with the experience, not the campaign wrapper. It’s a useful order to follow even for a simple seasonal push:

1. Build the experience. Decide whether you need a promotion (a sitewide or qualifier-triggered discount on products, orders, or shipping), a slot configuration (targeted content, like a homepage banner shown only to top shoppers), or a sorting rule (controlling which products a shopper sees first, such as best-sellers).
2. Create and populate the campaign. In Business Manager, go to Merchant Tools > Online Marketing > Campaigns, create the campaign, and add the experiences it should contain.
3. Add campaign-level qualifiers and a schedule. Set the coupons, customer groups, or source codes the whole campaign should respect, plus its start and end dates. A campaign left without dates runs indefinitely, worth double-checking before launch.
4. Refine each experience individually. Within the campaign, each promotion, slot, or sorting rule can override the campaign’s schedule and qualifiers, so a single campaign can still run different offers for different segments on different timelines.
5. A/B test before committing. Salesforce recommends running A/B tests on promotions, content slots, or sorting rules to confirm which version actually performs before rolling it out fully.
6. Preview, then go live. Test the campaign on the storefront using the Storefront Toolkit, and only then make it available to shoppers.

Key Features of Salesforce Commerce Cloud Campaigns

The underlying flexibility that made Commerce Cloud campaigns useful hasn’t gone anywhere, and a few capabilities have gotten sharper with better data behind them:

• Product lists can highlight a shopper’s most-purchased items, now with dynamic customer groups that update automatically as buying behavior changes, rather than static segments a merchandiser has to rebuild by hand.
• Return visitors who browse a product repeatedly without buying can see a different homepage or category layout, a classic re-engagement play that still works.
• Lapsed customers, say, anyone without a purchase in six months, can receive a targeted offer, while new arrivals get featured to first-time or high-intent visitors.
• Customers nearing the end of a consumable product’s expected life (skincare, supplements, filters) can get a renewal reminder before they run out.
• Segments can be built directly from Data 360 (formerly Customer 360 / CDP) segments and near-real-time behavioral data, giving campaigns a live view of a shopper instead of a snapshot from last week’s batch import.

Types of Promotions in Salesforce Commerce Cloud

Promotions haven’t changed structurally. There are still three promotion classes:

• Product promotions — discounts tied to specific products, variations, bundles, or options (percentage off, buy X get Y, choice-of-bonus-product, and similar structures).
• Order promotions — discounts applied to the whole basket once a condition is met, such as 15% off orders over a set amount.
• Shipping promotions — reduced or waived shipping costs, either sitewide or tied to a qualifier.

A promotion can run sitewide or only trigger when a shopper meets a qualifier. Salesforce’s own examples give a clear sense of the range: two shirts purchased, a third at no cost; an order over $100 earning 20% off; ties added to a basket unlocking free shipping. Each promotion is governed by a rule that defines the condition and the discount, plus compatibility and exclusivity settings that control how it interacts with other active promotions. Deleting a product, category, or shipping method later doesn’t delete the promotion or its rule, which matters for anyone doing catalog cleanup mid-campaign.

How Customers Qualify for Promotions in Salesforce Commerce Cloud

Qualifiers work the same way they did in the earlier version of this platform, with one meaningful addition:

• Coupons — single-code or system-generated, created in Business Manager or imported. Coupon redemption, tracking, and reporting are all still native to the platform.
• Customer groups — segment shoppers by demographic, purchase history, or membership tier. Dynamic customer groups now let these segments update on their own based on live shopper attributes, instead of requiring a manual rebuild.
• Source codes — still the mechanism behind Google Ads-driven landing pages and cookie-based discount triggers, letting a promotion follow a shopper in from a specific ad or campaign link.
• Data 360 segments — a newer qualifier path that connects promotions directly to Salesforce’s unified customer profile, useful for brands already running Data 360 for personalization elsewhere in the business.

How to Create a Promotion in Salesforce Commerce Cloud (Step by Step)

1. Go to Merchant Tools > Online Marketing > Promotions.
2. Click New, then fill in the general information: name, description, and promotion class (product, order, or shipping).
3. Set compatibility and exclusivity rules, deciding whether this promotion can combine with others or must stand alone, then click Apply.
4. Configure the promotion rule: qualifying products or order conditions, the discount itself, and any qualifiers (coupon, customer group, source code).
5. Click Apply to save the rule, then attach the promotion to a campaign if it needs a shared schedule or qualifier set.

Merchant Agent, Shopper Agent, and Agentic Commerce Search: AI in Salesforce Commerce Cloud Promotions

This is where the platform has moved furthest since the last version of this guide, and it’s worth understanding even for merchandisers who don’t plan to touch it yet.

The Merchant Agent can now build boost-and-bury rules, sort rules, and category assignments from a plain-language request inside Business Manager, work that used to require a merchandiser to manually configure rule logic. It sits on top of the same visual merchandising tools, not instead of them.

The Shopper Agent, available through Enhanced Chat on the storefront, can apply a coupon on a shopper’s behalf during a conversation, check order status, and hold context across a browsing session. For merchandisers, this means a well-configured coupon or promotion now has a second entry point beyond the checkout page.

Agentic Commerce Search changes how products and promotions surface in on-site search, with its own merchandising rules, boost-and-bury logic, and query-rewrite behavior layered on top of native search. Salesforce has also rolled out Agentic Commerce Channels, syndicating product catalogs into ChatGPT and Google’s AI Mode so shoppers can discover products (and, increasingly, promotions) from outside the storefront entirely. Salesforce reported roughly 61 million Agentforce Commerce orders during Cyber Week 2025, a signal of how much volume is already flowing through these AI-assisted paths.

None of this replaces the campaign-and-promotion structure covered above. It changes where that structure gets surfaced, and who (or what) is doing the surfacing.

Salesforce Commerce Cloud vs Agentforce Commerce: What Actually Changed

For anyone comparing this guide against an older one: the rename, the refreshed Campaigns UI, and the AI agent layer are additive. The three promotion classes, the qualifier types, the campaign-as-wrapper model, and the Business Manager navigation path are unchanged in substance. Contracts that still say “Commerce Cloud” remain valid; the product underneath has simply picked up new capabilities and a new name.

Cloud Odyssey’s Point of View

We work inside Agentforce Commerce implementations every week, and the pattern we keep seeing is this: the campaign and promotion fundamentals rarely trip merchandisers up. What causes real trouble is treating the AI agent layer, Merchant Agent, Shopper Agent, Agentic Commerce Search- as optional extras to configure “later.” Brands that wire these in from the start get promotions that show up correctly whether a shopper finds them on the storefront, in a chat window, or through ChatGPT’s product feed. Brands that bolt it on afterward tend to end up debugging inconsistent discounts across channels.

Cloud Odyssey is a Salesforce Summit Partner with hands-on experience across Salesforce Commerce Cloud implementation for B2B, B2C, and D2C storefronts, including projects like Pothys Swarna Mahal’s digital commerce platform. If your promotion setup was built before the Agentforce rebrand, it’s usually worth a short audit rather than a rebuild; most of the underlying configuration carries forward cleanly. Our Salesforce Health Check is built for exactly that kind of review, and our Agentforce practice can help layer in Merchant Agent and Shopper Agent capabilities once the fundamentals are confirmed. For retail and consumer brands running seasonal campaigns at scale, our Retail Cloud and Consumer Goods Cloud teams bring the industry-specific playbooks that generic commerce advice tends to miss.

Talk to our team if you want a second opinion on where your current campaigns and promotions stand against what’s available today.

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