Agentforce IT Service
AI-powered IT service management for employee support and IT operations
At a glance
- Editor score8.0 / 10
- PricingFrom $15/user/mo
- Best forLarge organizations prioritizing AI and service scale
- Free planNo
- Paid from$15/user/mo
- Root-cause analysisYes
- Founded1999
- Facts checked20 Sep 2026
Where it wins
- Root-cause analysis, known errors, workarounds, and permanent-fix tracking
- AI-generated problem and knowledge articles in higher tiers
- Self-service through Slack, Microsoft Teams, portals, email, and web chat
Where it doesn't
- Meaningful ITSM workflows start at $75 per user monthly
- Advanced AI and predictive risk features require the $150 plan
- CMDB Enterprise and asset management add separate monthly costs
Our verdict on Agentforce IT Service
Agentforce IT Service is Salesforce’s cloud platform for internal IT teams and employees. It brings incident, problem, change, release, request, knowledge, and asset workflows into one service environment. Problem teams can investigate root causes, connect incidents, document known errors and workarounds, track permanent fixes, and monitor trends through dashboards. Its broad service scope and employee access channels make it a fit for large organizations coordinating IT support across departments and collaboration tools.
The published monthly plans cover distinct levels of capability. AI Agent for Employees costs $15 per user per month and provides unmetered Agentforce actions for employee usage, AI-driven IT and HR workflows, support across Slack, Microsoft Teams, Portal, and Chat, and 50+ pre-built service catalog items. IT Service Desk - Enterprise Edition costs $75 per user per month and adds end-to-end incident, problem, and change management, request and knowledge management, CMDB, Discovery, and Service Graph. IT Service Desk - Unlimited Edition costs $150 per user per month and adds generative AI, automated incident creation, AI-generated problem and knowledge articles, predictive risk scores, and advanced Tableau dashboards. Additional options include Agentforce for Service at $125 per user per month, CMDB Enterprise at $1,000 per 100 configuration items per month, and Hardware Asset Management at $200 per 100 assets per month. Salesforce states that Agentforce IT Service is typically provisioned as an annual commitment.
Its standout strength is the connection between problem management and AI-assisted operations. Agentforce for Service includes Incident Summary, Root Cause Analysis, Proposed Resolution, Similar Incidents, and Categorization, while the platform also supports discovery, dependency identification, service impact analysis, and asset lifecycle management. Slack, Microsoft Teams, employee portals, email, web chat, and MuleSoft for Flow extend service delivery across the organization. Choose Agentforce IT Service when AI, CMDB depth, and broad ITSM coverage justify a multi-tier paid model; organizations seeking a narrower problem-management tool may find its scope and additional modules more than they need.
Agentforce IT Service pricing
All 6 Agentforce IT Service plans and prices →
Agentforce IT Service fact sheet
| Free plan | No |
|---|---|
| Paid from | $15/user/mo |
| Root-cause analysis | Yes |
| Known-error database | Yes |
| Workaround tracking | Yes |
| Incident linking | Yes |
| Permanent-fix tracking | Yes |
| Deployment options | Cloud |
| Deployment | Cloud |
| Platforms | Web |
| Support | Phone, Community, Docs |
| Built for | Mid-market, Enterprise (editorial estimate) |
| Integrations | 100+ integrations: Slack, Microsoft Teams, employee portal, email, web chat, MuleSoft for Flow |
| Pricing | From $15/user/mo (source) |
| Website | salesforce.com |
| Facts checked | 20 Sep 2026 |
Agentforce IT Service integrations
Agentforce IT Service lists 100+ integrations on its own site — the 6 named here are the ones its pages call out.
- Slack
- Microsoft Teams
- employee portal
- web chat
- MuleSoft for Flow
Alternatives to Agentforce IT Service
- Infraon ITSMA focused ITSM platform with root-cause workflows, CMDB visibility, automation, and hybrid deployment.8.2
- Virima ITSMA deep problem-management suite for enterprise IT teams that can justify a $10,000 annual start.8.0
- OpsYnt ITSMA broad cloud ITSM suite with dedicated problem-management workflows and enterprise controls.8.0
See all Agentforce IT Service alternatives →
Used Agentforce IT Service? Be the first to review it
The editor score above is our own research. What this page doesn't have yet is a reader's view — what you used Agentforce IT Service for, what worked and what didn't. No stars are seeded and no review is paid for; an editor reads every one before it appears.
Write a reviewTwo minutes · verified accounts only · read by an editor before it appears
Featured on iTechGuides
Agentforce IT Service is listed in our IT Problem Management Software directory. Add the badge to your site — it links back to this page.
<a href="https://www.itechguides.com/products/agentforce-it-service/"><img src="https://www.itechguides.com/best/badge/agentforce-it-service.svg" alt="Featured on iTechGuides" width="230" height="46"></a>
Reviewed by iTechGuides Editors · Editorial team · Updated Sep 2026
Advertiser disclosure: iTechGuides is reader-supported. We may earn a commission when you click some links. It never changes a score or a verdict. How we rank.