Introducing the Agentic Contact Centre: AI, Channels, and CRM All in One.
Find out moreAgentforce IT Service
Deliver 24/7 agentic resolutions for every employee.
IT support should solve problems, not create them. By unifying your services, assets, and workflows on a single platform, our AI agents resolve incidents autonomously, 24/7, right where employees work. Don’t just add another integration. Experience a fundamentally better IT Service Management (ITSM) experience built on the #1 service platform.
What is Agentforce IT Service?
Agentforce IT Service is built for the way IT teams actually work, not bolted onto a legacy platform hoping something sticks. Our orchestrated AI agents resolve incidents autonomously, using secure real-time data, so your team stops managing tickets and starts delivering outcomes. Unlike point solutions that drain budgets and stall implementations, Agentforce delivers fast time-to-value on the world’s most trusted service platform. Native. Intelligent. Built to scale with your workforce from day one.
How can Agentforce IT Service help your business?
Reach Resolutions Faster
Equip every employee with AI agents to solve issues instantly.
Reduce IT Costs
Automate end-to-end processes with an agentic IT Service Desk.
Delight Every Employee
Create seamless experiences across IT and HR support.
UNESCO Improves Employee Productivity
See how UNESCO reinvents the employee experience.
Couldn't join us at Dreamforce? We've got you.
Catch up on the latest product announcements in the Agentforce IT Service Keynote from Dreamforce 2025. Learn how to move faster than traditional ITSM with smarter, conversational support and better employee experiences using Agentforce IT Service and Slack.
Resolve issues instantly with AI agents.
Stop bouncing employees between portals and chat windows. AI agents meet them where they already work, understand their intent, and resolve incidents and requests autonomously, 24/7. One secure interface for every IT and HR need.
Detect and resolve performance issues before employees ever feel them. Using real-time context, AI agents automatically initiate resolution, keeping employees informed and work uninterrupted. When outages do occur, instant briefings and automated updates ensure business continuity.
Deliver precise, prescriptive answers wherever employees are — Slack, Teams, the web, or mobile. By drawing on each employee’s data, behaviour, and role-specific context, every interaction feels tailored to the individual, not generic. And with the Salesforce Trust Layer grounding every response, sensitive information stays protected and compliant.
Amplify IT team productivity with agents.
Give your team total visibility and control across every incident, problem, and change request from a single, centralised service desk. Built on ITIL best practices with intelligent workflows and built-in AI, your team resolves issues faster, monitors dependencies, and manages ripple effects across the organisation.
Multiply team productivity with AI agents that detect issues, analyse incident history, and take action autonomously, right in the flow of work. With prebuilt actions across the full incident, problem, and change process, agents handle the heavy lifting so your experts can focus on high priority strategic projects.
Handle high-volume requests like software provisioning and password resets out of the box. Powered by multi-agent orchestration across 100+ connectors, specialised agents coordinate complex workflows in real time to increase time to value, boost productivity, and reduce costs.
Unify automated workflows across incident, problem, change, request, knowledge, and release management on a single platform. With real-time AI suggestions and automated routine steps, your team resolves issues faster, reduces errors, and delivers consistent service at scale.
Unify your CMDB and Service Graph with real-time visibility.
Get a single view of your organisation and real time connectivity between configuration items with an enterprise graph of your infrastructure, apps, and services all in one place. Quickly detect, prevent, and predict service issues by prioritising by business impact to resolve critical incidents faster.
Manage your IT infrastructure with a dynamic system of record that continuously updates in real time with no manual entry. Use 200+ out of the box and custom configuration items to create an accurate single source of truth for all your assets and dependencies. This ensures data integrity, reduces risk, and improves service reliability across the entire organisation.
Gain end to end visibility of every asset across your entire IT landscape with real time and batch discovery. Simplify discovery with automation that scans your environment, identifies new instances and databases, and populates your CMDB with accurate configuration items and relationships.
Scale secure, agentic IT operations.
Scale IT operations without adding complexity or overhead. Unifying your data and agents on a single platform eliminates fragmented tools, keeps every automated action fast and context-aware, and lowers total cost of ownership while giving you the agility to meet growing enterprise demands.
Scale AI across your organisation without compromising control. Built-in data masking, clear guardrails, and a trusted framework for autonomous actions and human handoffs ensure every agentic interaction meets your enterprise security standards.
Ensure compliance and IT excellence with simplified, agentic SLA management. Deploy AI agents to guide admins through SLA policies, modify rules, and automatically enforce entitlements — all in natural language.
Extend the power of Agentforce IT Service with these related products.
Agentforce HR Service
Deliver instant HR resolutions right where employees work.
Service Cloud
Drive productivity, reduce costs and increase customer satisfaction at scale with Service Cloud.
Agentforce
Build and deploy AI agents at scale on the world's #1 digital labour platform.
Data 360
Deliver proactive service with a single, dynamic view of every customer by unifying all your data across your business.
IT Service Management Pricing
Find the right IT Service option for your business needs.
AI Agent for Employees
Action-oriented agents that deliver resolutions in the flow of work.
AU$
21
AUD/User/Month
- Unmetered Agentforce actions for employee usage
- Proactively resolve your IT & HR needs with AI-driven workflows
- Omnichannel support across Slack, Teams, Portal, and Chat
- Out-of-the-box agents for IT + HR with 50+ pre-built service catalogue items
Agentforce IT Service Desk - Enterprise Edition
The modern hub to unify IT services, processes, and assets on a single trusted platform.
AU$
105
AUD/User/Month
- End-to-end incident, problem, and change management
- Unified request and knowledge management
- CMDB, Discovery, and Service Graph for end-user devices
Agentforce IT Service Desk - Unlimited Edition
An agent-first service desk with proactive AI and 24/7 lights-out automation.
AU$
210
AUD/User/Month
- Everything in EE + Generative AI capabilities, including automated incident creation from email and chat, AI-generated problem and knowledge articles, and intelligent incident assignment
- Predictive AI capabilities like SLA Breach, Major Incident & Change Risk score prediction
- Advanced Tableau Dashboards
This page is provided for informational purposes only and is subject to change. Contact a sales representative for detailed pricing information.
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IT Service Management FAQ
Agentforce IT Service is Salesforce's conversational, AI-driven service desk solution designed to reinvent internal IT support and enhance the employee experience.
It shifts the traditional IT Service Management (ITSM) model away from tickets, forms, and long waits, instead providing instant, real-time issue resolution directly within the collaboration tools employees already use, such as Slack, Microsoft Teams, and employee portals. The goal is to let autonomous AI agents handle repetitive, low-value tasks so that human IT teams can focus on strategic, higher-value work. This is the new era of IT service, built to replace legacy ITSM complexity.
The main advantages of implementing Agentforce IT Service stem from its shift to an agentic model:
- Faster Issue Resolution: By providing instant, conversational IT support and automating actions, Agentforce IT Service reduces the time employees spend waiting, leading to immediate resolution for common problems.
- More Productivity: AI agents autonomously handle a high volume of routine requests, leading to massive ticket deflection and freeing IT staff to focus on complex incidents.
- Delighted Employees and Improved Employee Experience (EX): Employees receive modern, instant support across IT and HR conversationally right where they work in Slack and Microsoft Teams.
- Reduced IT Costs: The high rate of case deflection and efficiency helps organisations significantly slash costs compared to running legacy ITSM solutions.
Agentforce IT Service stands out because it leverages agentic AI—a technology where agents are autonomous, can reason, and take action—going beyond the capabilities of reactive chatbots or copilots common in older ITSM platforms. Here are the core features:
- IT Service Desk: A unified, agentic workspace for human IT teams to solve issues with AI agents. It acts as the command centre for complex ITIL processes, like Incident, Change, and Problem Management.
- AI Agents for Employees: Autonomous AI agents that resolve common issues, like password resets and access requests, 24/7 in Slack, Microsoft Teams, and employee portals.
- AI Agents for IT Teams: Assistive AI agent to work alongside IT support teams, helping them perform tasks, like incident summaries, root-cause analysis, and resolution recommendations.
- Agentic CMDB and Discovery: A built-in, intelligent Configuration Management Database (CMDB) that automatically maps and maintains a comprehensive graph of all IT infrastructure, applications, and services. It provides a living map of asset connectivity and dependencies.
- Expansive Partner Ecosystem: 100+ pre-built connectors and integrations from partners like Google, IBM, Microsoft, Oracle NetSuite, Workday, Zoom, and more.
Agentforce IT Service reimagines IT Service Management (ITSM) by integrating AI agents directly into the employee's flow of work. It operates through the following steps:
- Immediate Intake: An employee initiates contact by simply asking a question or describing a problem using conversational language within their preferred collaboration tools (like Slack or Teams). There are no forms or tickets needed to start.
- Intelligent Diagnosis: The Atlas Reasoning Engine immediately engages. It grounds the query by accessing your organisation's trusted, secured knowledge base in Data 360 and cross-references it with the status of a company's technology using the Agentic CMDB. This process allows the AI to understand the full context of the issue and quickly identify its root cause.
- Autonomous Resolution: Based on the diagnosis, the AI agent performs an intelligent action. For most routine requests it executes a complete fix, such as performing a necessary system reset, granting access permissions, or running a diagnostic script, achieving high self-service rates and case deflection.
- Seamless Escalation: If the issue is highly complex or requires physical attention, the AI agent transfers the request to the appropriate human IT team member. Crucially, it provides the technician with a complete summary of the conversation and all steps already taken, ensuring a fast, informed handoff without requiring the employee to repeat themselves. Then the technician can resolve the issue using the IT Service Desk.
This agentic approach bypasses the traditional, time-consuming steps of logging, triaging, and manual routing, delivering instant, end-to-end service resolution.
Yes! Agentforce IT Service can be deployed alongside your existing ITSM. Deploy employee-facing agents in your preferred System of Engagements (Slack, Microsoft Teams, WhatsApp, email, SMS, Voice) and keep your current system of record (SOR) as it is. Your IT teams can continue to manage their IT work where they’re comfortable as our AI Agents transform the way your organisation offers IT Service. Over time, the importance and size of your legacy ITSM will shrink—as will your reliance on it—and you’ll soon be able to migrate off of it naturally to our next-gen, AI Agent-first IT Service Desk.