SINGAPORE –– For decades, IT teams and employees alike have dealt with frustrating productivity drains brought on by ticket-based IT Service Management (ITSM) processes. Designed to handle thousands of requests, these ticket-based systems often meant long queues and back-and-forth delays that slowed productivity. The result: employees lose an average of 352 hours each year to common and complex IT challenges — costing businesses billions and stretching IT resources thin.
To help organizations begin recovering those lost hours, Salesforce today introduced Agentforce IT Service, an agent-first, conversational-first IT support product suite. This scalable, secure, and trusted offering lightens the load of IT teams by delivering instant, conversational resolutions for employees directly where they work.
Shifting to conversational, “by 2029, agentic AI will autonomously resolve 80% of common customer service issues without human interventions, leading to a 30% reduction in operational costs,” according to Gartner, Inc. For employees, this means IT support is no longer a portal where you have to file a ticket and wait, but instant, personalized, and proactive help wherever they work. For IT teams, this shift lowers IT costs, delivers AI assistance in the flow of work, and offers freedom to focus on strategic initiatives that deliver business growth.
IT teams and employees benefit from Agentforce IT Service being built on the deeply unified Salesforce platform because it breaks down enterprise data silos to enable faster, AI-driven auto-resolutions and seamless, cross-departmental workflows for all users. Furthermore, Agentforce IT Service benefits from best practices inherited from Service Cloud, eliminating costly integrations and data fragmentation to ensure a single source of truth that results in accurate, grounded resolutions that maximize staff efficiency and employee satisfaction.
“With Salesforce, UNESCO delivers future-of-work technology, combining the power of humans and agentic AI to enhance the experience of both our IT teams and employees,” said Omar Baig, chief information and technology officer at UNESCO. “By using agentic AI to resolve routine IT tasks and improve IT teams efficiency, our employees can focus on the higher-priority work serving both UNESCO Secretariat and Member States.”
“We see Agentic IT Service as an opportunity to further enhance efficiency and elevate the value IT delivers,” said Rich Carpenter, VP of communications and operations at EPB in Chattanooga, Tennessee. “By bringing automation and intelligence into our workflows, we can resolve issues faster and give our IT team more time to focus on complex, high-value work. This platform allows us to improve margins and deliver more for our organization — without sacrificing quality — making it an exciting step forward.”
“In healthcare, employee experience isn’t just a matter of convenience; it’s an imperative that directly impacts patient care,” said Jim Kowalczyk, head of Information Systems Operations at Piedmont. “Our long-standing, trusted relationship with Salesforce is foundational to how we operate, and Salesforce’s new Agentforce IT Service is a game-changer. It delivers the efficient, deeply personalized experience our Piedmont employees deserve, allowing them to focus on our core mission: providing compassionate, world-class care. Agentforce IT Service also empowers our IT teams to concentrate on more complex cases by freeing them from mundane, repetitive tasks that can now be handled by AI agents.”
How it works
Agentforce IT Service includes:
- An agentic IT service desk designed to provide next-generation end-to-end IT service management functionality — all compliant with ITIL processes.
- Multiple AI agents that work together as subject-matter experts (SMEs) to support employees and IT teams.
- Enterprise-wide connectors, integrations, and workflows to work across an organization’s IT landscape
- Agentic Configuration Management Database (CMDB) and Service Graph that provides an enterprise graph of all infrastructure, applications, and services, offering a complete view of connectivity and dependencies. This system features advanced discovery capabilities (both agent and agent-less) and a comprehensive service map that powers both proactive and reactive incident resolution and root-cause analysis.
Instant Resolutions and Optimal Productivity for Employees: Agentforce IT Service meets employees where they work — in Slack, Microsoft Teams, an employee portal, or webchat. With Slack, IT support is dramatically simplified: employees make a request right in the familiar messaging interface, and AI agents autonomously handle tasks like answering questions, troubleshooting issues, and escalating urgent requests, leading to immediate support without ever having to switch apps.
- Personalized resolutions from Agentforce: If an employee needs to know if they’re eligible for a laptop refresh, instead of filing a ticket and waiting, now they can ask that question wherever they work — Slack, Microsoft Teams, or employee portals. Agentforce checks their profile and company policy and provides a personalized, real-time resolution without any IT team intervention.
- Proactive incident support: When a widespread issue occurs, such as an email server outage, Agentforce can automatically alert affected employees and provide real-time status updates. It can also detect and create an incident on behalf of the employee if their issue isn’t resolved.
- Seamless AI to human handoff: If an inquiry is highly complex or time-sensitive —a security breach, for example — Agentforce instantly transfers the conversation to a human IT representative and includes insights needed for quick action.
When an issue occurs, Agentforce can automatically alert affected employees and provide real-time status updates. It can also detect and create an incident on behalf of the employee if their issue isn’t resolved.
From Legacy Helpdesk to Augmented Support for IT Teams: Agentforce IT Service helps IT teams scale by automating incident management and augmenting IT teams with deeper insights for quicker resolutions. This allows them to prevent problems before they start and reduces IT support costs — proving the value of humans and AI agents together.
- Automated incident management: Agentforce automatically creates and prioritizes incidents based on employee reports. If multiple employees report a VPN issue, Agentforce identifies a widespread problem and escalates it as a major incident.
- Rapid issue detection: When a major incident occurs, Agentforce analyses past incidents to detect the underlying problem, generate a summary, and propose solutions.
- Data-driven decisions: IT leaders and managers can easily monitor team performance, asset inventory, and incident volume. This can be used to make data-driven decisions like optimizing resource allocation and workload imbalances.
- Minimize downtime of IT operations and assets: With an embedded CMDB that serves as a single source of truth for your entire IT infrastructure, IT teams can quickly identify breakages. For example, CMDB can flag all systems impacted by a failed network switch before it causes widespread downtime.
The Salesforce perspective
“The fragmented, legacy ITSM model is fundamentally broken. By building Agentforce IT Service natively on the Salesforce and Service Cloud platform, we are driving a conversation-first, agent-first revolution with product and technology innovation that transforms IT and HR for incredible efficiency and cost reduction,” said Muddu Sudhakar, SVP & GM, IT & HR Service at Salesforce. “This agentic shift delivers trusted, embedded intelligence that makes IT teams exponentially more efficient and significantly improves employee productivity.”
“For 15 years, Service Cloud has been recognized as the leader in the Customer Engagement Center Magic Quadrant. Now, in direct response to years of customer requests, we’re building Agentforce IT Service to transform IT from a reactive, ticket-based model to a proactive, conversation and agentic solution that provides instant, personalized support directly in Slack, Teams, or anywhere an employee works,” said Kishan Chetan, EVP & GM of Service Cloud at Salesforce. “The future of IT service is agentic, and it’s here today.”
Unifying the IT & HR Service Ecosystem with a robust partner network
Agentforce IT Service launches with 100+ pre-built connectors and integrations to heterogeneous apps, services, and systems that organizations already rely on, unifying the IT landscape from day one. With these out-of-the-box connectors and integrations from partners like Box, Crowdstrike, Google, IBM, Microsoft, Okta, Oracle NetSuite, Qualtrics, TeamViewer, Workday, Zoom, and more, IT teams can seamlessly integrate IT and HR workflows, enabling organizations to achieve auto-resolutions, increase employee productivity, and reduce costs.
Availability
- The complete Agentforce IT Service solution, which includes the IT Service Desk, employee agents, and an embedded CMDB, will be generally available in October 2025. Agentforce, employee portals, and Slack are currently available.
More Information
- Learn more about Agentforce IT Service
- Watch the demo to see Agentforce IT Service in action
- Speak to a specialist today
- Join us for the Agentforce IT Service Keynote at Dreamforce 2025
- Read about how Salesforce is delivering Agentforce for HR Service
