The Future of IT Service Is Agentic: Announcing Agentforce IT Service

At Dreamforce, we didn’t just introduce a product. We said goodbye to the portal-to-ticket era. For too long, employees have been stuck in the portal-to-ticket vortex — navigating the portal, filling out the form, opening the ticket, and then waiting. And waiting. And waiting.

Simple chatbots promised relief, but only delivered 20-30% coverage and left the hard stuff unsolved. IT teams are drowning in a high volume of tickets, performing manual root cause analysis, and wasting time on misclassified routing.With legacy ITSM systems past their prime, Salesforce is introducing a new age with Agentforce IT Service. Your employees and IT teams are ready. Are you?

From Frustration to Delight: The Agentic Revolution

The future of IT service is conversational, agent-first, and proactive. This paradigm shift in IT service delivery brings in a whole new dimension.

• Seamless, conversational experiences — built into the flow of work for faster resolutions.
• Automated workflows — to boost productivity.
• Proactive resolutions — where humans and AI agents work together. 
• Unified tech stack — to reduce cost.

This is the future of IT support. This is Agentforce IT Service.

The Four Product segments of Agentforce IT Service

We are announcing a complete agentic solution built on Agentforce Service (formerly known as Service Cloud), designed to make IT teams highly productive and lower service costs. 

1. IT Service Desk: The foundation. Incident, problem, change, and release management. A unified catalog. Connectors. Out-of-the-box analytics and dashboards. Everything your service desk needs, ready to go.
2. AI Agents for Employees: Think about the locked accounts, the access requests, the panicked questions about benefits during a family emergency. These situations can stop work and frustrate employees. AI agents now handle it all. A new engineer needs hardware access and GitHub repos? Verification, approvals to the manager, granted access is handled by agents. Browser acting up? Agents spot it, logs the incident, pushes the fix before the employee even knows there’s a problem. All of it happens in Slack and Teams — right where employees already work.
3. AI Agents for IT Teams: Legacy ITSM can’t handle complex incidents. Tickets get reassigned. Information is incomplete, so tickets bounce back to employees. Lost resolutions happen in Slack or Teams but never make it back to the record. Agentforce IT Service fixes this. AI agents handle classification, routing, assignment, summarization, generation, and crucially, proactive root cause and incident analysis to help IT teams get ahead of the next fire. For routine issues, agents tackle multiple tickets on the same problem at once. And as the queues shrink, employees can now focus on more important work.
4. Agentic CMDB Discovery and Service Graph: The Configuration Management Database (CMDB) is the brain of Agentforce IT Service. It is your single source of truth, built right on the Salesforce platform. Discovery provides connectivity across your apps, services, and infrastructure. With Service Graph, IT teams can visualize the full dependency graph and connectivity graph to immediately see the scope of an issue, what assets are impacted, and which users are affected, ensuring consistency and keeping resolution times low.

This is the complete stack for agentic IT service. Foundation, intelligence, and proactive support — all working together on one platform. (Back to top.)

The Salesforce Difference: A Unified Platform for Experience

What truly differentiates Agentforce IT Service is its foundation. It’s built as a unified, secure, stable, and scalable product on the Salesforce platform, powered by Agentforce and Data 360. This unified tech stack provides three non-negotiable advantages that no one else can match: scale, security, and intelligence.

This unification is critical for the employee experience. In our keynote, we demonstrated how a new employee can use a single Slack conversation for both IT and HR tasks during onboarding. They can update their address and 401K information, and immediately reset their CRM password, all without leaving their flow of work. And this single-channel approach provides 24/7 resolution for urgent questions — like a parent needing to verify medical benefits for a sick child in the middle of the night. We’re eliminating the anxiety of waiting for the next day’s business hours.

Agentforce IT Service integrates seamlessly with HR Service. The power of the platform and intelligence integrated with a unified tech is all about delivering on our own North Star: to provide a seamless service experience across any domain.

The Customer Mandate: Work Smarter, Not Harder

UNESCO is an Agentforce IT Service customer. Didem Michenet, their Head of Digital Solutions, manages hundreds of complex global projects with tight resources. Their mandate: work smarter, not harder. Agentforce IT Service delivers conversational employee support and real-time visibility their IT teams need. 

This approach is validated by external analysis. Gartner predicts that by 2029, agentic AI will autonomously resolve 80% of common customer service issues. Agentforce is purposely built to tackle the remaining 20%, and helps IT teams solve problems once — not repeatedly — so resolutions stay in the system instead of getting lost in Slack and Teams. (Back to top.)

The Non-Negotiables of Agentic IT Service

When you move to agentic IT service, four benefits come standard:

• Faster Resolutions: Conversational, proactive, 24/7 resolution with AI agents for actions, workflows and knowledge requests .
• Reduced IT Costs: Unified, Scalable, secure, trusted IT Service and AI Agenrs with automation reduces costs of operations and services.
• Delighted Employees: Deliver superior experience and improve productivity for employees and IT teams across their flow of work. Meet users where they are : Slack, Teams, webchat, Email, SMS etc.
• Quick and Easy Deployment: With Easy Setup and deployment with Salesforce Go and Go Accelerate, you can move from purchase to production in minutes, not months. Easy Setup and Go automatically configures IT Service Desk and AI agents operationally at the click of a button, utilizing guided workflows and pre-loaded data to simplify the setup process.

The portal-to-ticket era is over. The future and next-generation of IT  is here and it’s fast, powerful, effective and reduces spend— for employees and IT teams alike. And you’re not making it alone. Agentforce IT Service is launching with over 100 partners, plus out-of-the-box integrations with Microsoft Teams and more. (Back to top.)

⚡ Limited-time offer: Up to 10 free IT Service Desk licenses for Salesforce customers with Agentforce 1 Service Editions. Visit the Agentforce IT Service site to learn more, watch the full keynote from Dreamforce, and speak with a service specialist today.