Turn IT tickets into 24/7 conversational resolutions with Agentforce IT Service.
Find out moreAgentforce IT Service
Stop waiting, start resolving. Unify, simplify, and amplify employee experience with Agentforce IT Service — built on the #1 AI service platform. With humans and AI agents working together, you can instantly resolve issues conversationally, cut service request volumes, and automate incident resolution — everywhere employees work.
24/7 resolutions, conversationally — everywhere employees work.
Slash wait times. Scale IT operations. Delight employees and empower IT teams with agentic, data-driven, conversational IT support on one unified platform.
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.
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Resolve issues instantly with AI agents.
Deliver fast, 24/7 support right where employees work — Slack, Microsoft Teams, portals, email, or webchat. Through intelligent workflows and orchestration, empower employees to solve issues instantly in a single chat that adapts in real time to their data, behaviour, and context. Employees can easily get IT help, receive proactive support, request new software or devices and more.
Give employees fast, easy access to any business service through a single, user-friendly unified catalogue. Automate common IT requests — from password resets to application provisioning and hardware provisioning — freeing your IT team to focus on strategic, high-value projects.
Ensure business continuity with proactive incident detection and resolution. When issues occur, Agentforce can automatically detect the impact, create an incident, alert affected employees, and initiate resolution through intelligent orchestration and workflows — so employees stay informed, experience fewer disruptions, and get back to work faster.
Quickly connect employees to specialists on any channel, anytime. Offer a one-stop shop for getting help from IT, HR, or any other department on their preferred channel — across chat, email, portal cases, voice, and messaging channels like SMS, WhatsApp, and more.
Amplify IT team productivity with agents.
A system of record designed for next-generation, end-to-end IT service management — fully aligned with ITIL best practices. The IT Service Desk centralises incidents, problems, change requests in one place, giving IT teams the visibility and control they need. With built-in AI, productivity tools, and intelligent workflows, teams can detect, track, and resolve issues faster while monitoring dependencies and ripple effects across the organisation.
Deliver end-to-end IT service management processes for smoother, faster, and smarter operations. Our platform unifies automated workflows across Incident, Problem, Change, Request, Knowledge, and Release Management — all aligned with ITIL best practices. With Agent Assist, real-time AI suggests solutions, surfaces relevant knowledge, and automates routine steps — helping agents resolve issues faster, reduce errors, and improve consistency.
Automate workflows and integrate seamlessly with your IT ecosystem with a rich library of ready-to-deploy solutions for even the most complex IT processes. Leverage 100+ out-of-the-box connectors and integrations to power your prebuilt and customised workflows and get up-and-running rapidly.
Save teams time and multiply productivity with AI agents that detect issues, analyse incident history and resolve cases — right within Slack, Teams, or the Employee Portal. Resolve issues faster than ever before with prebuilt AI agent actions across the entire incident, problem, and change process.
Track enterprise assets and services.
Get a single view of your organisation and real-time dependencies and connectivity between configuration items with an enterprise graph of the entire organisation's infrastructure, apps, and services all in one place. Quickly detect, prevent, and predict incident and service issues, prioritise by business impact, and resolve critical incidents faster.
Manage your IT infrastructure with a dynamic CMDB powered by Agentforce that continuously updates in real-time — no manual entry. With 200+ out-of-the-box and custom Configuration Items (CIs), create an accurate and actionable single source of truth for all your CIs and dependencies and assets to ensure data integrity, reduce risks, and improve service reliability.
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 CMDB with accurate configuration items and relationships.
Deliver scalable, secure IT — all the time.
With Service Cloud, Agentforce, and Data 360 natively integrated, your IT teams get a complete view of every employee and system — so AI agents can act instantly, intelligently, and accurately. It's a scalable, low-maintenance architecture that cuts complexity and lowers your total cost of ownership.
Mitigate risk and protect employee data with the Trust Layer built on the Agentforce 360 Platform. Mask personally identifiable information, define clear AI guardrails, and seamlessly hand off to human agents when needed.
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.
Service Cloud
Drive productivity, reduce costs and increase customer satisfaction at scale with Service Cloud.
HR Service
Scale employee support and deliver easy-to-use experiences that employees love.
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
Reach resolutions 24/7 wherever your employees work.
$
5
USD/User/Month
- Incident Creation & Summarisation
- Knowledge Answers
- Request Submission
AI Agent for IT Teams
Assist IT teams in their flow of work.
$
125
USD/User/Month
- Root Cause Analysis
- Incident Analysis
- AI Assistant
Agentforce IT Service Desk - Enterprise Edition
Manage end-to-end ITIL processes.
$
75
USD/User/Month
- Incident, Problem, Change, Release, Request and Case Management
- CMDB and CI Discovery
- Approvals and Notifications
Agentforce IT Service Desk - Unlimited Edition
Automate IT support with AI and workflows.
$
150
USD/User/Month
- Embedded AI
- Advanced Business Process Automation
- Analytics 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.