Learn about the latest features in Agentforce IT Service, the conversation-first IT service solution. Resolve tickets faster with AI-driven automation and give employees a unified, proactive service experience.
- Service Management
Optimize service desk operations to help IT teams prioritize high-value users, resolve incidents faster through email and comments, manage service request lifecycles, and gain comprehensive insights through console enhancements. - IT Asset Management
Automate hardware lifecycle management with Agentforce AI agents that handle employee inquiries, sourcing decisions, and disposal reconciliation through conversational interfaces. Track every inventory change with a complete double-entry ledger for audit compliance. Simplify daily operations with Fast Path fulfillment that consolidates all actions on a single page, and customize asset status mappings to match your organizational processes. - Configuration Management Database and Service Graph
Configure configuration item list views to display the details relevant to your role. Add standard or custom reference fields and open related records directly from the list to find and manage configuration items more efficiently. - Discovery for Salesforce CMDB & Service Graph
Keep CMDB data current with server and cloud inventory and operational events from Splunk. Use Dynamic Discovery to create Splunk discovery targets and review incomplete CIs before adding relevant resources to CMDB. Use the new Discovery objects and platform event that support Dynamic Discovery. - IT Compliance
Strengthen your compliance program with continuous, automated evidence collection, AI-assisted controls coverage, and trustworthy AI policy authoring. Move through regulation and policy lifecycles faster with bulk actions, and monitor your posture with prebuilt Tableau dashboards. - AI for IT Teams and Employees
Automate file analysis for IT tickets and customize AI prompts and field mappings to match your organization's processes. - Collaboration Channels
Resolve IT issues through natural conversations with Slackbot, handling requests like password resets, software access, and account provisioning. Deploy Teams integration with one click and customize Teams list views to match how your team works. - Self-Service
Give employees a self-service experience on the Employee Services portal that fits how your teams work. Control which fields and buttons appear on the ticket list, ticket details, and approval list pages without writing code. Offer the portal in employees' preferred languages, and keep employees connected to IT with comments and a feed directly on their tickets. Turn resolved incidents, problems, and change requests into reusable Knowledge articles with Agentforce, so employees can find answers on their own. - Broadcast and Notifications
Keep your users informed across their preferred channels with broadcast communications and notifications. Send broadcast updates during major incidents and change requests through email, in-app, Slack, and Teams in one action. Turn plain-text Slack alerts into structured notifications with labeled sections and action buttons so users can act without leaving Slack. Deliver notifications through an Agentforce agent so employees ask follow-up questions and take action right in the Slack thread.