{"id":12234,"date":"2025-10-09T06:00:00","date_gmt":"2025-10-09T13:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=12234"},"modified":"2025-10-10T10:11:29","modified_gmt":"2025-10-10T04:41:29","slug":"agentforce-it-service-announcement","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/in\/news\/stories\/agentforce-it-service-announcement\/","title":{"rendered":"Salesforce Turns IT Tickets Into 24\/7 Conversational Resolutions with Agentforce IT Service to Enhance Productivity and Reduce Costs"},"content":{"rendered":"\n

A unified, modern IT service desk helps companies automate incidents and service requests and augment IT teams. This means teams spend less time on manual tickets, forms, portals, and searching through knowledge articles, and more time on high-value, strategic work<\/em><\/p>\n\n\n\n

Autonomous AI agents help companies instantly resolve IT issues, shifting employee support from reactive, legacy IT Service Management (ITSM) to a conversational solution delivered directly in Slack<\/em><\/p>\n\n\n\n

Organizations like <\/em>UNESCO<\/em><\/a>, <\/em>EPB<\/em><\/a>, and <\/em>Piedmont Healthcare<\/em><\/a> are using <\/em>Agentforce IT Service<\/em><\/a> to improve margins, reduce operational costs, and free both employees and IT teams from mundane, repetitive, and tedious tasks<\/em><\/p>\n\n\n\n

Customers can benefit from 100+ pre-built connectors, integrations, and workflows at launch from trusted partners, including <\/em>Google, IBM, Microsoft, Oracle NetSuite, Workday, and Zoom<\/em><\/p>\n\n\n\n

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For decades, IT teams and employees alike have dealt with frustrating productivity drains brought on by ticket-based IT Service Management (ITSM) processes. Designed to handle thousands of requests, these ticket-based systems often meant long queues and back-and-forth delays that slowed productivity. The result: employees lose an average of<\/strong> 352 hours each year<\/strong><\/a> to common and complex IT challenges \u2014 costing businesses billions and stretching IT resources thin. <\/p>\n\n\n\n

To help organizations begin recovering those lost hours, Salesforce today introduced Agentforce IT Service, an agent-first, conversational-first IT support product suite. This scalable, secure, and trusted offering lightens the load of IT teams by delivering instant, conversational resolutions for employees, directly where they work.<\/p>\n\n\n\n

Shifting to conversational, \u201cby 2029, agentic AI will autonomously resolve 80% of common customer service issues<\/strong><\/a> without human interventions, leading to a 30% reduction in operational costs,\u201d according to Gartner, Inc.1<\/sup> For employees, this means IT support is no longer a portal where you have to file a ticket and wait, but instant, personalized, and proactive help wherever they work. For IT teams, this shift lowers IT costs, delivers AI assistance<\/a> in the flow of work, and offers freedom to focus on strategic initiatives that deliver business growth.<\/p>\n\n\n\n

IT teams and employees benefit from Agentforce IT Service being built on the deeply unified Salesforce platform because it breaks down enterprise <\/strong>data silos<\/strong><\/a> to enable faster, AI-driven auto-resolutions and seamless, cross-departmental workflows for all users. Furthermore, Agentforce IT Service benefits from best practices<\/strong> inherited from Service Cloud, eliminating costly integrations and data fragmentation to ensure a single source of truth that results in accurate, grounded resolutions that maximizes staff efficiency and employee satisfaction.<\/p>\n\n\n\n

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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,” said Omar Baig, Chief Information and Technology Officer. <\/strong><\/p>\n<\/blockquote>\n\n\n\n

“With Salesforce, UNESCO delivers future-of-work technology, combining the power of humans and agentic AI<\/a> to enhance the experience of both our IT teams and employees,” said Omar Baig, Chief Information and Technology Officer at <\/strong>UNESCO<\/strong><\/a>. <\/strong>\u201cBy 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.”\u00a0<\/p>\n\n\n\n

“We see Agentic IT Service as an opportunity to further enhance efficiency and elevate the value IT delivers,\u201d said Rich Carpenter, VP of Communications and Operations at <\/strong>EPB<\/strong><\/a> in Chattanooga, Tennessee<\/strong>. \u201cBy 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. This platform allows us to improve margins and deliver more for our organization \u2014 without sacrificing quality \u2014 making it an exciting step forward.\u201d <\/p>\n\n\n\n

\u201cIn healthcare, employee experience isn’t just a matter of convenience; it\u2019s an imperative that directly impacts patient care,\u201d said Jim Kowalczyk, Head of Information Systems Operations at Piedmont Healthcare. <\/strong>\u201cOur 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. Agentforce IT Service also empowers our IT teams to concentrate on more complex cases by freeing them from mundane, repetitive tasks that can now be handled by AI agents<\/a>.\u201d<\/p>\n\n\n\n

“The Ospelt Group is digitalizing its services and support processes with Salesforce\u2019s Agentforce IT Service end-to-end by automating routine tasks with workflows and using Agentforce for faster, more reliable solutions,\u201d said Reto Sigenthaler, CIO at <\/strong>the Ospelt Group<\/strong><\/a>. \u201cThis makes our services more efficient, transparent, and scalable.”<\/p>\n\n\n\n

How it works<\/strong><\/h2>\n\n\n\n

Agentforce IT Service includes:<\/strong><\/p>\n\n\n\n