What an Unforgettable Dreamforce 2026: Unleashing IT & HR Service Innovation

What an incredible week at Dreamforce 2026! Having the opportunity to connect with so many visionary leaders, innovators, and partners in person is always a highlight and honor, but this past week was truly special.

We unveiled a massive wave of innovation across IT and HR Service Cloud. Our teams have been working tirelessly to push the boundaries of automation, AI-driven operations, and seamless employee experiences.

Here is a quick roundup of the key product announcements we shared on stage at our keynote.

Context-aware AI & service experience

We built these with one mission in mind: making work simpler for the people who make your business run.

• Paige the IT & HR employee agent: Our agent designed to handle employee inquiries across IT and HR seamlessly, driving faster resolution times and freeing up your support teams.
• Resolution-Based Pricing: A flexible, value-driven pricing model for our employee agent that aligns cost directly with successful resolutions. 
• Coworker for IT & HR Teams: An intelligent, context-aware digital companion that assists internal teams directly within their workflows to boost daily productivity.
• Agent to human handovers: Dynamic experiences that adjust as conversation flows including handover to human agents when required without losing any conversation history.

IT operations & modernization

But innovation isn’t just about AI. We’ve also doubled down on the operational side, giving IT teams the visibility and control they need to keep everything running.

• IT Hardware Asset Management: End-to-end tracking and lifecycle management for hardware assets, giving IT teams complete visibility over physical assets.
• IT Compliance: Built-in governance, risk, and compliance tooling to simplify audit readiness and enforce policies continuously.
• Proactive IT Customer Operations: A unified solution connecting traditional Service and IT Service operations to detect, diagnose, and resolve issues before end-users are impacted.
• 3rd Party ITSM Coexistence: Allows Paige, the IT & HR employee agent to run on top of your existing third-party ITSM tools.
• Dynamic Discovery: Automated real-time visibility into infrastructure, software, and device networks via integrations with Splunk and other observability tools.

HR service & ecosystem expansion

And we’re not stopping there. HR teams deserve that same level of support and integration.

• Talent Agent Integration: Integrated directly with Cornerstone OnDemand to deliver AI-driven career development, skill tracking, and learning pathways.
• Enhanced Collaboration: HR Service capabilities extending to Slack live human agent transfers and a customizable MS Teams app experience for effortless employee support in the apps they use daily.
• Employee Relations with privacy controls: Fine-grained, policy-driven security controls to declaratively protect sensitive HR and employee relations data.
• Expanded HR Connectors, Out-of-the-Box Agents & Templates: Pre-built connectors for Paychex, Deel, Square Payroll, Workday, and more, alongside ready-to-use agent templates to accelerate time-to-value.

The future of work is here

The energy in San Francisco proved that the future of work is already here. Thank you to our customers and community whose feedback continues to shape our roadmap, we can’t wait to see how you leverage these new features!