Channel Insider content and product recommendations are
editorially independent. We may make money when you click on links
to our partners.
Learn More
Recently, Salesforce unveiled a new solution to help organizations recover lost hours to common and complex IT challenges.
New solution promises to bring conversational AI enablement to IT teams
The new solution, Agentforce IT Service, is an agent-first, conversational-first IT support product suite. It is a scalable, secure, and trusted offering designed to ease the burden on IT teams with instant conversational resolutions for employees.
“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.”
Agentforce IT Service will benefit IT teams and employees by being built on the unified Salesforce platform. It breaks down enterprise data silos to enable faster, AI-driven auto-resolutions and seamless, cross-departmental workflows for all users.
It also benefits from best practices inherited from Service Cloud, eliminating costly integrations and data fragmentation for a single source of truth, resulting in accurate resolutions that maximize staff efficiency and employee satisfaction.
The Agentforce IT Service includes:
- An agentic IT service desk providing next-generation end-to-end service management functionality that is compliant with ITIL processes.
- Multiple AI agents working together as subject-matter experts to support employees and IT teams.
- Enterprise-wide connectors, integrations, and workflows working 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, for a complete view of connectivity and dependencies. The system features discovery capabilities and a service map that powers both proactive and reactive incident resolution and root-cause analysis.
“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.”
Agentforce IT Service function for IT teams
The solution assists IT teams in scaling through automation, managing incidents, and providing deeper insights for quicker resolutions.
This allows IT teams to prevent problems before they begin, reducing IT support costs.
The solution provides:
- Automated incident management: The solution 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: Agentforce analyzes past incidents to detect underlying problems when a major incident occurs. It then generates a summary and proposes solutions.
- Data-driven decisions: IT leaders and managers are enabled to monitor team performance, asset inventory, and incident volume, using this information to make data-driven decisions like optimizing resource allocation and workload imbalances.
- Minimize downtime of IT operations and assets: Embedded CMDB that serves as a single source of trust for entire IT infrastructures, enabling IT teams to identify breakages quickly.
Agentforce IT Service will launch with over 100 pre-built connectors and integrations for heterogeneous apps, services, and systems that organizations already rely on, unifying the IT landscape from day one.
“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.”
The out-of-the-box connectors and integrations from partners– including Box, CrowdStrike, Google, IBM, Microsoft, Okta, Oracle NetSuite, Qualtrics, Workday, and Zoom– allow IT teams to seamlessly integrate IT and HR workflows to achieve auto-resolutions, increase employee productivity, and reduce costs.
Salesforce has been making significant moves to help partners this year. Back in March, the company launched an AI agent market to enable developers and partners to create and sell their own AI tools. Read more about AgentExchange, the next evolution for Salesforce’s platform.
