Salesforce Launches Agentforce IT Service to Automate Helpdesk Workflows -- Redmond Channel Partner

RCP Channel BriefingShort Takes from Microsoft’s Channel Community

Salesforce Launches Agentforce IT Service to Automate Helpdesk Workflows

Salesforce has introduced Agentforce IT Service, a new AI-driven IT service management (ITSM) platform designed to automate incident resolution and streamline support workflows. Built on the Salesforce platform, it replaces traditional ticket-based systems with conversational AI agents that handle issues directly in Slack, Microsoft Teams and web portals. The platform includes 100+ prebuilt connectors with partners like Microsoft, Oracle NetSuite, Workday and Zoom and features an agentic CMDB for real-time infrastructure visibility, along with Service Graphs for infrastructure, applications and service-based enterprise graphs.

The launch signals a shift toward agentic AI in enterprise IT. The launch features personalized resolutions, incident support and a seamless AI-to-human exchange. By embedding AI agents within daily workflows, Salesforce aims to redefine IT support as proactive, conversational and cost-efficient rather than reactive and ticket-based.

The "RCP Channel Briefing" blog is researched, fact-checked, edited and updated by the editors of RCPmag.com, with writing assistance from AI. To submit your channel company's press release for consideration, contact Ammaarah Mohamed.

Posted by Redmond Channel Partner magazine staff on October 17, 2025

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