Understand the roles, concepts, workflows, and implementation considerations for
Agentforce IT Service. Relate features to your business requirements and explore the
functionalities that support service management processes and industry-best
practices.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service. |
- What is IT Service?
When we talk about IT Service at Salesforce, we’re talking about Agentforce IT Service, a powerful platform of tools and processes to help your team support your employees.
- Roles and Responsibilities in IT Services
Learn about the different user personas in a typical Agentforce IT Service implementation and their key tasks and responsibilities.
- Key Terms for IT Services
Familiarize yourself with the core terminology used in Agentforce IT Service.
- Key Workflows in IT Services
Effective IT service management follows a cycle: issues are captured, investigated, resolved, and analyzed to drive future improvements. For service requests, a standardized fulfillment process is followed. Agentforce IT Service streamlines IT operations by unifying the incident, problem, change, and release lifecycle into a continuous workflow. Salesforce supports each stage with features that reduce manual effort and improve collaboration using automation, AI, and collaboration tools.
- Same-Org Implementation of Agentforce IT Service
Run Agentforce IT Service with other supported clouds in one Salesforce org for a consolidated operational view. Review technical requirements, limitations, and workarounds, configure sharing and persona controls, and validate data isolation and compliance across domains.
