Salesforce Introduces Agentforce IT Service: The Next Evolution of IT Support
Written ByNikh T
IT support has always been stuck in a loop of forms, tickets, and long waits. Most systems still rely on the same ticket-based IT Service Management (ITSM) model designed decades ago. It works, but it slows everyone down.
Salesforce is breaking that loop with its new product, Agentforce IT Service — a conversational, AI-driven service desk that helps employees resolve issues instantly, directly from tools like Slack or Microsoft Teams. Instead of logging tickets and waiting for updates, users can now get real answers in real time.
Why Salesforce Built It
On average, employees lose more than 350 hours every year dealing with IT issues — from password resets to access problems. That’s thousands of workdays wasted across an organization. Traditional ITSM tools were built for control, not speed, and they rely heavily on human intervention.
Salesforce’s idea is simple: let AI take over the repetitive, low-value tasks so that IT teams can focus on higher-value work.
IT support has always been stuck in a loop of forms, tickets, and long waits. Most systems still rely on the same ticket-based IT Service Management (ITSM) model designed decades ago. It works, but it slows everyone down.
Salesforce is breaking that loop with its new product, Agentforce IT Service — a conversational, AI-driven service desk that helps employees resolve issues instantly, directly from tools like Slack or Microsoft Teams. Instead of logging tickets and waiting for updates, users can now get real answers in real time.
Why Salesforce Built It
On average, employees lose more than 350 hours every year dealing with IT issues — from password resets to access problems. That’s thousands of workdays wasted across an organization. Traditional ITSM tools were built for control, not speed, and they rely heavily on human intervention.
Salesforce’s idea is simple: let AI take over the repetitive, low-value tasks so that IT teams can focus on higher-value work.
What Agentforce IT Service Does
Agentforce IT Service is built on the Salesforce Platform and Service Cloud, which means it’s secure, scalable, and integrated into the broader Salesforce ecosystem.
Key capabilities include:
- Conversational support: Employees can get help in Slack, Teams, or internal portals. They ask a question, and the AI agent responds instantly, resolving the issue or escalating it if needed.
- Agentic CMDB: The platform includes a built-in Configuration Management Database that maps an organization’s systems, applications, and dependencies — helping IT teams understand the full impact of any incident.
- Automated incident management: Agentforce can detect widespread issues, create incidents automatically, and even suggest resolutions by analyzing historical data.
- Seamless AI-to-human handoff: If an issue requires human attention — such as a security breach — Agentforce transfers the case to an IT professional with full context, minimizing back-and-forth.
- Pre-built integrations: It launches with more than 100 connectors to popular enterprise systems like Google, Microsoft, Workday, Zoom, Oracle NetSuite, and others.
The result is an IT environment where issues are resolved faster, communication happens naturally, and support feels less like bureaucracy and more like collaboration.
Real-World Adoption
Organizations such as UNESCO, EPB, Piedmont Healthcare, and the Ospelt Group are already using Agentforce IT Service. Their feedback highlights two things: faster response times and happier employees.
At UNESCO, Chief Information and Technology Officer Omar Baig described it as combining the power of humans and AI to enhance both the employee and IT experience. At Piedmont Healthcare, IT leaders noted that smoother internal support directly improves patient care — a reminder that technology efficiency always ties back to human outcomes.
The Broader Vision
Salesforce believes this shift is part of a larger trend it calls agentic AI — AI that not only reacts but acts on its own initiative. Gartner predicts that by 2029, 80 percent of common IT and customer service issues will be resolved autonomously, reducing operational costs by roughly 30 percent.
Agentforce IT Service positions Salesforce at the center of that transition. It takes what Service Cloud already did for customer experience and applies it internally, giving IT teams the same AI advantage that customer service teams have enjoyed for years.
Availability
Agentforce IT Service — which includes the IT Service Desk, employee agents, and embedded CMDB — becomes generally available in October 2025. It integrates with Slack, Microsoft Teams, and employee portals out of the box
Final Thoughts
This isn’t just another software release. It’s a signal that the age of ticket-based IT is coming to an end. By turning service requests into simple conversations, Salesforce is reframing what IT support looks like: faster, more personal, and far more efficient.
Agentforce IT Service doesn’t replace people — it gives them back their time. And in most workplaces, that’s the real measure of progress.
