Bring our leading service platform to your employees. Power your IT and HR operations on a single agentic platform that automates end-to-end processes. Give your employees instant, conversational support in Slack or Teams while freeing your reps for high-value tasks.
Deliver seamless, 24/7 internal resolutions and multiply productivity with autonomous AI agents and humans on one unified platform. Free your IT and HR teams to focus on high-value strategy while Agentforce independently handles routine requests—accelerating resolution, simplifying workflows, and providing a single source of truth across your organization.
Source: Salesforce Customer Success Metrics Study
Agentforce IT Service
A system of record designed for next-generation, end-to-end IT service management — fully aligned with ITIL best practices. The IT Service Desk centralizes 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 organization.
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, behavior, and context. Employees can easily get IT help, receive proactive support, request new software or devices and more.
Save teams time and multiply productivity with AI agents that detect issues, analyze 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.
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, dependencies, and assets to ensure data integrity, reduce risks, and improve service reliability.
Agentforce HR Service
Deliver proactive, around-the-clock support for high-volume inquiries like leave balances and expense reports. By automating these routine requests, you improve the user experience, lower costs, and empower HR teams to pivot from repetitive tickets to high-impact strategic initiatives.
Empower HR teams with a single workspace that unifies employee support with real-time data. By centralizing milestones, history, and active requests, you eliminate the friction of jumping between systems to drive team efficiency and ensure every interaction is grounded in a complete, personalized context. AI agents streamline support by surfacing summaries, suggested responses, and relevant history to accelerate resolutions.
Meet employees where they already spend their time—whether that’s Slack, Teams, or webchat. By bringing HR support into these everyday tools, you remove the learning curve of a new platform and the friction of separate logins, helping employees get answers without interrupting their work day.
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Employee service management is a unified approach to delivering support and resources across an organization, specifically bridging the gap between IT and HR. It moves beyond traditional ticketing by using a single platform to centralize requests, automate workflows, and provide employees with a seamless, conversational experience. Agentforce transforms employee service from a manual service desk into an autonomous engine that can reason and take action to resolve issues 24/7.
Modern employee service management is built on four core pillars:
The primary benefit is increased productivity. By allowing autonomous AI to handle high-volume, routine inquiries, your IT and HR teams are freed to focus on high-value, strategic initiatives. Additionally, organizations see a reduction in operational costs, faster resolution times, and increased employee satisfaction through instant, 24/7 conversational support that requires zero manual searching.
Salesforce unites IT Service Management and HR Service Management, so use cases span the entire employee lifecycle:
