Agentforce IT Service Tackling Real-World CX and EX Challenges in IT Support
Many organizations still rely on traditional IT Service Management (ITSM) systems built around ticketing. These systems often trap employees and IT teams in manual, time-consuming processes. Employees submit requests on portals or via forms and wait in queues for responses. IT teams juggle thousands of repetitive tickets, leading to delays.
The productivity loss is staggering. On average, employees lose 352 hours yearly to resolving IT issues. This inefficiency stretches IT resources thin while frustrating users and limiting value delivery. IT becomes reactive, endlessly firefighting instead of enabling innovation.
For CX and EX leaders, this results in dissatisfaction. Employees experience delays and inconsistent help. IT teams are overwhelmed with low-value tasks, reducing their ability to support business growth. The status quo hampers organizational agility.
Introducing Agentforce IT Service: Conversational and Agent-First
Salesforce addresses these challenges with Agentforce IT Service, launched in October 2025. It reimagines IT support from a ticket-centric workflow to a conversation-first, agentic AI-driven platform. Employees receive instant, personalized support where they already work—Slack, Microsoft Teams, or web portals—without the hassle of legacy ticket portals.
As Gartner predicts, by 2029, agentic AI will autonomously resolve 80% of common customer service issues, cutting operational costs by 30%. Agentforce is a leading example of this shift in ITSM, delivering proactive, conversational resolutions by leveraging AI agents trained as subject-matter experts.
This change moves IT support from reactive to proactive and strategic. AI agents swiftly handle routine incidents and service requests. Humans focus on complex challenges and high-impact initiatives. The unified Salesforce platform breaks down data silos for seamless, cross-departmental workflows.
How Agentforce Drives CX and EX Excellence
For Employees: Frictionless, Instant Support
Agentforce meets employees in their work tools, eliminating context switching. Instead of filing a ticket and waiting, employees chat with AI agents that:
- Provide personalized answers based on profiles and company policies, e.g., laptop refresh eligibility.
- Issue proactive incident alerts and real-time status updates during outages.
- Seamlessly escalate complex queries to IT humans with context for rapid response.
This shift reduces downtime and frustration, empowering employees to be productive and focused.
For IT Teams: Automation and Augmentation
Agentforce enhances IT efficiency by automating incident management:
- Automatically creates and prioritizes incidents based on real-time employee reports.
- Detects widespread problems proactively, escalating major incidents swiftly.
- Uses AI for root-cause analysis, issue summarization, and suggested resolutions.
- Provides dashboards for data-driven decisions on resource allocation and workload balance.
An embedded Configuration Management Database (CMDB) offers a live, integrated view of infrastructure and services to minimize downtime by anticipating impact zones before failures cascade.
Measurable Impact from Industry Leaders
Leading organizations report significant benefits:
- UNESCO combines human expertise and agentic AI to improve IT team efficiency and employee experience.
- EPB in Tennessee uses Agentforce to resolve issues faster, allowing IT to focus on high-value projects.
- Piedmont Healthcare credits Agentforce with powering exceptional employee experience critical for quality patient care.
- The Ospelt Group scales digital services with automation-driven efficiency and transparency.
These cases demonstrate improved margins, reduced operational costs, and elevated customer and employee satisfaction.
Expert Insights on Agentforce IT Service
Muddu Sudhakar, Salesforce SVP & GM for IT & HR Service, highlights that legacy ITSM is broken. Building Agentforce natively on Salesforce enables an agent-first revolution that transforms IT and HR with embedded intelligence and conversation-driven workflows.
Kishan Chetan, EVP & GM of Service Cloud, emphasizes the unified Salesforce platform’s advantage in eliminating integration friction seen in other ITSM tools. Agentforce combines AI agents, a resilient service desk, and extensive ecosystem connectors to deliver fast, personalized service at scale.
Key Features and Technology Foundations
Agentforce IT Service includes:
- A full ITIL-compliant IT Service Desk for incident, problem, change, and request management.
- Multiple AI agents as experts for employee and IT support tasks.
- An enterprise-wide connector ecosystem with 100+ pre-built integrations, including Google, IBM, Microsoft, Oracle NetSuite, Workday, and Zoom.
- Agentic CMDB and Service Graph providing end-to-end visibility and proactive incident resolution.
This integrated approach breaks down data silos and automates cross-system workflows, driving operational efficiency.
Practical Recommendations for CX/EX Professionals
- Embrace conversational AI: Move beyond ticketing to meet employees where they work with instant, contextual support.
- Leverage AI-human collaboration: Augment IT teams by automating routine tasks and reserving humans for strategic interventions.
- Invest in unified platforms: Choose solutions that integrate deeply across IT and HR systems to eliminate data fragmentation and accelerate resolutions.
- Monitor data for optimization: Use incident analytics and operational dashboards to continuously improve resource allocation and process efficiency.
- Prioritize proactive service: Deploy AI agents to detect and resolve issues before employees are impacted, improving experience and uptime.
Conclusion
Salesforce Agentforce IT Service exemplifies the future of IT support, transforming it into a strategic enabler of employee productivity and business growth. By combining AI-driven automation with human expertise on a unified platform, it elevates both customer experience and employee experience. CX and EX leaders should consider such agentic AI platforms vital tools in their journey toward smarter, faster, and more empathetic service delivery.
With Agentforce, the era of reactive, ticket-based IT support is over. The future is conversational, proactive, and intelligent. This shift opens the door to unleashing human potential and delivering consistent, outstanding experiences every day.
