AgentForce IT Service
is revolutionizing
the IT service experience
with a conversational
-first approach that's
proactive rather
than reactive. It's
your 24-7, always-on
IT service solution
to give your employees
a consumer-grade
service experience. I'm
Diane Mizota, joined by
Julian Walker, Senior
Director, Product
Marketing, and Ben
Christie, Salesforce
Business Analyst from
EPB to learn more. So
we're going to dive
right in. Now, Julian,
AgentForce IT Service,
huge announcement
today. What excites you
most about this
announcement? Oh, man, it
is a huge announcement.
We officially
launched it last week,
and it goes GA actually
next week, which is
exciting. Everyone
can get their hands
on it. But the thing
that's most exciting
for me is we're bringing
the power of AI
agents to all of your
employees so they can
get faster resolutions.
Gone are the days of
trying to go for the
ticket, the portal, to
filling out the form,
to doing the ticket.
And waiting for a
response. Yeah, and
waiting for a response
sometimes for days,
and that's really
frustrating. But now with
AgentForce IT service,
they don't have to
do that. You simply
open up Slack or open
up Microsoft Teams,
have a conversation
with your agent, and
boom, your software is
provisioned. You get
your new hardware sent
out, and it's that easy.
Wow. Now, Ben, you
guys have actually
implemented AgentForce
already at EPB. What
were some of the
challenges you were looking
to solve with AgentForce?
Yeah, so at EPB,
we are extremely
customer-focused. We love
helping our community.
We were the first to
implement fiber or one
of the first to implement
fiber internet in
our community. And
we're actually working
on a quantum network
out as well. So we're
extremely community
focused, which we decided
we really need to get
that same energy into
our internal employees
as well. So one thing
we noticed is all
of our IT infrastructure,
we had so many
different ticking
platforms across the board.
custom ones, ones
bought for this one
department, this
one department, and
what ITSM did and
IT Agent Force
brought all those
together because it's
extremely configurable,
customizable.
So we could
just work with
figure out the
similarities and build it
on one system. So
now we just have the
ability to go see
reporting. We can see
all of our agents
activity in one space
instead of jumping
around everywhere.
And it's just extremely,
extremely helpful
to see all of that
in one view, have our
agents be able to stay
in that one view and
work in that one view
it just speeds up
everything yeah it
sounds like it's been
transformational for you
but is there any one thing
that stands out to
you about the agent
force solution of the
agent yeah the agent
force it solution is
there anything that stands
out to you yeah i
mean it just speeds up
the process completely
from submitting cases
and tickets and
incidents and requests
and all that to resolving
those um the agent
is able to easily ask
a question that finds
that knowledge articles
gives them the exact
steps and how to fix
it and then on the
other side of our
employees going to the
employee service portal
um just asking a bot
to to uh submit a case
and just instantly
does it they don't have
to fill out each field
individually and it
really simplifies the
process across the
board yeah julian are
you seeing similar
responses across the it
landscape with other
customers? Oh, absolutely.
Yeah, we've definitely
started piloting
this product like many
months ago. And like
EPB is like seeing,
starting to see that
early success as well.
We have customers like
UNESCO, which you'll
see in our keynote,
who are able to just
like quickly expedite
their processes.
Like the great thing
about this solution is
we're bringing everything
together end-to-end
that you would need
as an IT organization.
So your CMDB, your
service graphs, your
IT service desk,
they're not sitting
all in separate areas.
is we're bringing them
all together so that
you can ultimately
enhance your productivity.
So this agent first
functionality you
mentioned, it's
proactive and it's
predictive. So let's
dive a little deeper into
that. How does that
change things for your
teams from an IT
perspective? Absolutely.
So I mean, the way
that we're able to be
proactive is really
because of the CMDB.
That's that database
that we really call
upon that houses every
single IT asset that
you have. So your
hardware and your software
is all there. So to
give you a really
tangible example as an
employee, we all have
laptops. We need those
to work. So if you
are operating on
outdated software, that's
a security risk to
your company, and we
can't have that. So
proactively, we can send
every employee a
notification that has
outdated software saying,
update your software
or your access is
going to be revoked.
That is an example
of using AgentForce,
using that brain, that
CMDB, in order to serve
our employees
better. And what that
ultimately means for the
IT team is that they're
able to be more
productive, focus on the
things that are
actually more strategic,
and not software
updates, which their
employees should be
doing on their own. Yeah.
And, Ben, give
us your early
reactions for
Agent4's IT service.
Have there been
any surprises?
I mean, yeah,
everything's kind of been
a surprise in just
how smoothly it's
able to flow out. I
mean, having the CMDB,
that's actually our
next initiative to
get all of our assets
onto the platform
to start growing that
infrastructure and
create that
predictability, which is
going to be really,
really, really nice.
alongside the being
able to be predictive is
when our employees
go on to the employee
portal, they are able
to talk to an agent
directly. And we don't
have to guess if it's like
an incident or a
request. They just talk
to the agent. The agent
kind of filters that
out, figures out what
it is based on knowledge
articles, past cases
and incidents and
requests, and is able to
fill that out for them
and then submits it
to the exact team that
needs to go to instead
of creating complex
you know case assignment
rules depending on
this field in this field
which previously we
were really just like
putting them all into
one queue and that one
queue was then sending
them out which was
adding so much time to
that that group they
would clog up their
queue they would then
read it you know four
hours later send it to
the right person another
four hours later
their look at it takes
eight hours to do a
simple request with the
agent force, I believe
we're going to be able
to get that down to,
yeah, minutes. It just
immediately goes to
the right queue. That
person is able to see
it pop up, alerts,
notifications, everything,
and then immediately
able to fix those
simple issues instead of
eight hours. That is a
huge, huge time savings
from eight hours to
a matter of minutes.
Julian, what makes Salesforce
uniquely positioned
in the IT service
space? Yeah, I mean,
I think of it really
two ways. One, we, like
I said before, we have
everything that an IT
service organization
needs, the CMDB, the
service graph, the IT
service desk, the AI
agents, all in one, so
you don't have to piece
together a solution.
That's going to mean
a lot of cost savings
for the business, a lot
of ROI. The second
is, we've been doing
service for two decades
at this point. Our
service cloud product
has been a leader in this
space, so we've taken
all the best practices
that we've learned from
customer experiences,
and now we can service
those to employees
to make employee
satisfaction better, too.
Ben, give us your
last thoughts. What
advice would you
give for other people
who are looking to
get started with
AgentForce IT service?
Yeah. So if anything
like EPB, we had a
whole bunch of different
systems, whole
bunch of processes.
ITSM, IT AgentForce,
it allows
you to get all
those into one.
configurability, very
easy. The hardest part
is figuring out all
those processes that
have been so separate
for so long. So getting
ahead, making sure
you start having
stakeholders and different
departments define
those processes, have
them written down so
you can add them to
ITSC or ITSM right away,
I think that is the
best place to start
documenting and you'll
be ready to go right
when you want to implement
it. Yeah, amazing
insights. Thank you
so much for sharing
the story with us,
sharing your expertise
with us, Julian. If
you'd like to learn more
about Agent Force IT
Service Management,
you can go to sforce
.co slash IT service.