Salesforce Inc. is imbuing its 16-year-old Service Cloud with artificial intelligence agents in a new suite designed to deliver what executives described as a “conversation-first, agent-first” experience. The new cloud application provides an agentic IT service desk with the ability to answer common questions, generate service tickets and even remotely diagnose and repair some problems. All functions are compatible with the Information Technology Infrastructure Library, a global framework of best practices for IT service delivery. Multiple AI agents can work together as subject-matter experts to support employees and IT teams in resolving complex problems. Connectors, integrations and workflows help integrate with an organization’s existing IT portfolio. Salesforce said its Agentforce IT Service reimagines support around a conversational interface and delivery through the applications employees prefer. Instead of submitting tickets and waiting for responses, employees can ask questions such as whether they qualify for a laptop upgrade. The system automatically checks individual profiles and company policies to provide tailored answers without IT intervention. The platform also takes a proactive approach to managing some problems. During widespread issues, such as an email server outage, Agentforce can alert affected employees, deliver live status updates and track incidents through to resolution. For complex or sensitive situations, Agentforce can route requests to IT personnel along with relevant context and diagnostic insights. Salesforce said these capabilities together move IT support from a reactive, ticket-based model to a conversational, predictive and collaborative approach.