From Email-to-Case to the Boardroom: How Inherited Agents Break Governance Built for Software

Summary: Researchers documented in August 2026 how chaining Salesforce's standard Email-to-Case and Web-to-Case intake features with an Agentforce Flow creates a path from the public internet into an internal agent's instructions, with the agent's reply leaving through the same door. Nothing was misconfigured; the finding illustrates how agents inherited inside existing platforms fail through the application around them rather than the model inside them.
Key Takeaway: The City-Forum campaign, an active worldwide data-theft operation against Salesforce and ServiceNow instances running since March 2025, was found in exactly this gap between platform features and the configurations enterprises actually run. A vendor risk review done once at procurement sees none of these variables, because the agent did not exist at procurement.

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