Salesforce has introduced Agentforce IT Service, a cutting-edge, agent-first IT support suite designed to transform traditional IT service management. By leveraging autonomous AI agents, the platform enables organizations to resolve IT issues instantly and conversationally, directly within collaboration tools like Slack and Microsoft Teams.
Addressing the IT Support Challenge
For years, IT teams and employees have grappled with the inefficiencies of ticket-based IT Service Management (ITSM) systems. These legacy systems often result in long queues and delays, leading to significant productivity losses. Research indicates that employees lose an average of 352 hours annually to common and complex IT challenges, costing businesses billions and stretching IT resources thin.
Introducing Agentforce IT Service
Agentforce IT Service aims to alleviate these challenges by providing a scalable, secure, and trusted solution that delivers instant, conversational resolutions for employees. Built on the unified Salesforce platform, it breaks down enterprise data silos to enable faster, AI-driven auto-resolutions and seamless, cross-departmental workflows.
The platform includes:
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An agentic IT service desk compliant with ITIL processes.
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Multiple AI agents working together as subject-matter experts.
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Enterprise-wide connectors, integrations, and workflows.
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An Agentic Configuration Management Database (CMDB) and Service Graph for comprehensive infrastructure visibility.
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Industry Adoption
Leading organizations are already reaping the benefits of Agentforce IT Service:
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UNESCO: Omar Baig, Chief Information and Technology Officer at UNESCO, stated, “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. 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.”
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EPB: Rich Carpenter, VP of Communications and Operations at EPB in Chattanooga, Tennessee, remarked, “We see Agentic IT Service as an opportunity to further enhance efficiency and elevate the value IT delivers. 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.”
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Piedmont Healthcare: Jim Kowalczyk, Head of Information Systems Operations at Piedmont Healthcare, emphasized, “In healthcare, employee experience isn’t just a matter of convenience; it’s an imperative that directly impacts patient care. 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.”
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The Ospelt Group: Reto Sigenthaler, CIO at the Ospelt Group, commented, “The Ospelt Group is digitalizing its services and support processes with Salesforce’s Agentforce IT Service end-to-end by automating routine tasks with workflows and using Agentforce for faster, more reliable solutions. This makes our services more efficient, transparent, and scalable.”
Strategic Partnerships
Agentforce IT Service offers over 100 pre-built connectors, integrations, and workflows at launch from trusted partners, including Google, IBM, Microsoft, Oracle NetSuite, Workday, and Zoom. These integrations ensure seamless connectivity across an organization’s IT landscape, enhancing the platform’s efficacy and reach.