Understand roles and concepts related to 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.
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