--- schema_version: "1" id: 2cdcdef6b5717c335f0e07a2bf078dd197d60c1286f4db5616aa7652ddeb2d31 title: Agentforce IT Service collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_agentforce_it.md canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_agentforce_it.htm&release=262.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 1258445fb521c240c3dbc80a56c59dd516d50a496e131f8511a66b5f59a71ff7 description: 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. Maintain an audit-ready posture with IT compliance management that centralizes end-to-end governance. Gain total visibility over your hardware lifecycle to optimize IT costs from procurement to disposal. Lower operational costs and elevate the employee experience with a unified platform powered by Agentforce. products: - Cross Cloud release: "262" --- # Agentforce IT Service 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. Maintain an audit-ready posture with IT compliance management that centralizes end-to-end governance. Gain total visibility over your hardware lifecycle to optimize IT costs from procurement to disposal. Lower operational costs and elevate the employee experience with a unified platform powered by Agentforce. - **[Install Prebuilt Initial Setup Solutions and Accelerate IT Compliance Setup](https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_salesforce_go.htm&release=262.0.0&type=5)** Accelerate time-to-value for Agentforce IT Service with best-practice configurations that simplify day-one sandbox setup. Choose between a standard solution to automate metadata installation and feature enablement, or use a custom solution to selectively deploy specific capabilities tailored to your organization. Use the new feature set Accelerate Trust with Unified Risk and Compliance to easily configure core IT Compliance features such as Risk Management, Regulation Management, Compliance Controls, Policy Management, Evidence Management, Issue Management, and Policy M365 Management. - **[Agentforce IT Hardware Asset Management (Generally Available)](https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_asset_management.htm&release=262.0.0&type=5)** Streamline your IT asset lifecycle operations with new bulk actions, granular inventory tracking, and field synchronization between IT Asset Management and Configuration Management Database systems. Maintain strict auditability with the Asset Timeline, optimize stock with soft reservations, and manage hardware disposal. - **[IT Compliance (Generally Available)](https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_it_compliance.htm&release=262.0.0&type=5)** Streamline your governance, risk, and compliance operations with a unified suite designed for proactive monitoring and audit readiness. Standardize core policy lifecycles and orchestrate automated evidence-gathering workflows to accelerate your path to certification. By centralizing these critical processes for your IT organization, you replace manual tracking with a scalable framework that identifies risks and resolves compliance gaps more efficiently. - **[Service Management](https://help.salesforce.com/s/articleView?id=release-notes.rn_it_srvcs_service_mgmt_parent.htm&release=262.0.0&type=5)** Standardize structured change approvals through Change Advisory Boards (CAB). Connect email conversations directly to incidents with advanced threading and increase service governance and operational consistency with flexible field mappings. Create incidents on behalf of others and get additional fields for reporting. Access more service catalog request templates and new external connectors for IT and business operations. - **[Configuration Management Database and Service Graph](https://help.salesforce.com/s/articleView?id=release-notes.rn_it_srvcs_cmdb_overview.htm&release=262.0.0&type=5)** Improve data organization, accelerate onboarding, and enhance visibility into configuration relationships with new Configuration Management Database (CMDB) enhancements. Use tags to group and filter configuration items for faster search and analysis. Configure and import configuration items, relationships, and tags together to onboard data more efficiently. Analyze and export configuration data directly from list views to support reporting and operational decisions. Manage and upgrade CMDB setup data using versioned data bundles to keep your configuration model current. Model complex infrastructure more accurately by defining components for configuration item types. - **[Discovery for Salesforce CMDB and Service Graph](https://help.salesforce.com/s/articleView?id=release-notes.rn_it_srvcs_discovery_overview.htm&release=262.0.0&type=5)** Automate asset tracking and gain better visibility into configuration item activity with new Discovery enhancements. Discover installed software on MacOS devices by using agentless and agent-based discovery methods. - **[AI for IT Teams and Employees](https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_agentforce_container.htm&release=262.0.0&type=5)** Optimize service delivery with Agentforce tools designed to simplify workflows and improve decision-making for both IT teams and employees. Accelerate resolutions by transforming static service requests into guided conversations, managing CMDB lifecycle via conversations, and with AI-generated approval and risk summaries. Additionally, qualified specialized agents now helps you route requests and issues effeciently. - **[Self-Service](https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_selfservice.htm&release=262.0.0&type=5)** Transform how employees interact with IT by providing an AI-driven self-service portal that unifies the service catalog, enterprise knowledge, and asset management. Streamline AI access through the new licenses and consolidate employee identity with the Unified Employee migration tool. - **[Collaboration Channels](https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_collaboration_container.htm&release=262.0.0&type=5)** Integrate IT service management directly into Microsoft 365 to reduce context-switching and simplify support for your entire organization. Employees can now manage assets and request hardware within their daily workflow using Microsoft Copilot and integrated Office apps. Security and access are seamless through Single Sign-On and automated user synchronization with Microsoft Entra ID. - **[Automation and Productivity](https://help.salesforce.com/s/articleView?id=release-notes.rn_it_srvcs_automation_prod_parent.htm&release=262.0.0&type=5)** Accelerate IT service setup and deployment with enahncements to multichannel notifications and assignment rules. - **[New and Changed Objects for Agentforce IT Service](https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_new_and_changed_objects.htm&release=262.0.0&type=5)** Do more with the new and changed Agentforce IT Service objects. - **[New and Changed GraphQL APIs in Configuration Management Database](https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_cmdb_graphql_api_resources.htm&release=262.0.0&type=5)** Use the GraphQL API to query, search, and manage configuration items in the Agentforce IT Service configuration management database (CMDB).