RCP Channel BriefingShort Takes from Microsoft’s Channel Community

Blog archive

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


Featured

  • Nebula

    Ahead of AGI, Microsoft and OpenAI Redefine Their Partnership

    In a recapitalization announced Tuesday, OpenAI has launched a new public benefit corporation (PBC) called OpenAI Group, giving Microsoft a 27 percent ownership stake valued at approximately $135 billion.

  • Veeam Acquires Securiti AI To Unify Data Resilience and AI Security

    Veeam Software is making a strategic move into AI and data security by acquiring Securiti AI for $1.7 billion.

  • Microsoft Adds 'Mico' Virtual Assistant to Copilot in Major Fall Update

    In a significant feature update, Microsoft on Thursday said it is reshaping its Copilot AI platform with features that deepen user personalization and enable real-time group collaboration, among other perks.

  • Nutanix Partner Central Rolls Out To Boost Channel Engagement

    Nutanix on Wednesday launched a new platform, Partner Central, to give its channel partners a unified digital workspace for managing sales, tracking incentives and collaborating more effectively.

Most   Popular