Learn about the latest features from Agentforce IT Service, the conversation-first IT service solution. Resolve issues instantly with AI-driven automation to shift from manual ticketing to proactive service. Improve employee productivity by eliminating routine tasks and streamlining IT operations through Slack and Microsoft Teams. Lower operational costs and elevate the employee experience with a unified platform powered by Agentforce.
- Service Management
Accelerate service delivery and governance by deploying preconfigured request workflows and direct third-party integrations. Improve release reliability and data accuracy through automated field validations and proactive conflict detection. Prioritize incidents for high-priority users, demote major incidents, convert incidents to service requests, and give your IT team a holistic view of employees. - Self-Service
Transform the employee experience with an AI search-powered portal that unifies the service catalog, knowledge, and asset management. Improve transparency by providing employees with a centralized hub to monitor the real-time lifecycle and activity of their tickets. Streamline IT operations and simplify user access by transitioning to structured service request workflows and a unified employee licensing model. - Salesforce Go
Accelerate your IT service management configuration with a new automated setup for Enhanced Chat that configures queues, flows, and routing instantly. Take advantage of the two simplified solution bundles to clearly distinguish between core IT processes and an enhanced features such as AI and Analytics. These updated bundles include streamlined initial setup critical components, and sample data to significantly reduce manual configuration time. - AI for IT Teams and Employees
Use the predictive intelligence suite to forecast the likelihood of major incidents, SLA breaches, and change failures, and use Einstein to take quick actions that improve IT support reps productivity. Enhancements to proactive assistance and service assistant help IT teams to shift from reactive firefighting to proactive, data-driven risk mitigation. Additional agent actions for employees and IT teams enhance employee satisfaction and streamline your IT processes. - Collaboration Channels
IT support teams can now access critical CMDB data directly in Microsoft Teams to investigate and triage issues with better context. MS Teams now natively supports approvals, notifications, and record channels, and apps are renamed for better clarity. Transition your Teams workspace from legacy ticketing to a modern, conversational AI experience. - Configuration Management Database and Service Graph
Improve configuration accuracy, streamline attribute management, and gain better visibility into service dependencies with new Configuration Management Database (CMDB) enhancements. Use the unified Configuration Item (CI) Attributes Manager to define and organize configuration item attributes and attribute sets from a single workspace. Extend attribute modeling with the type Lookup Relationship to link CIs to important business objects. Highlight important details on CI records with Key Attributes. Configure CI data faster with import improvements. Build tailored service map layouts to visualize dependencies in ways that align with your operational needs. Review and track how CIs change over time by using the CI History tab in a CI record page. - Discovery for Salesforce CMDB and Service Graph
Automate asset tracking and gain better visibility into configuration item activity with new Discovery enhancements. Integrate Microsoft Intune with Salesforce CMDB to bring more device data into your configuration management processes. Use new Discovery audit fields on configuration items to understand when an asset was first discovered, updated, or rescanned. Review installed software and system components from the new Components tab on each configuration item record. These enhancements improve asset coverage, simplify operations, and give you better insights across your IT environment. - Automation and Productivity
Accelerate IT service setup and deployment with easy-to-use templates to establish complex assignment rules quickly. Ensure consistent request ownership and eliminate manual bottlenecks by automatically routing service requests to the correct users or queues. Improve response times and keep teams informed by delivering targeted service notifications and timely updates directly within Microsoft Teams. - New and Changed Objects for Agentforce IT Service
Do more with the new and changed Agentforce IT Service objects. - New and Changed GraphQL APIs in Configuration Management Database
Use the GraphQL API to query, search, and manage configuration items in the Agentforce IT Service configuration management database (CMDB).