Salesforce has launched Agentforce IT Service, an AI-first ITSM expansion that extends its platform beyond CRM. Targeting ServiceNow’s turf, it unites customer and employee workflows through conversational, collaborative, and agentic AI experiences.
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Salesforce unveils Agentforce IT Service with ambitions to ignite the next era of AI-powered service management
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The Analyst Team
Adam Holtby
Follow AnalystPrincipal Analyst, Workplace Transformation
Adam Holtby covers workplace transformation and the future of work as part of the Omdia Digital Workplace team. His research focuses on understanding and analyzing how work evolves in response to changing employee demands and business transformation priorities.
Adam delivers research that helps inform enterprises, technology vendors, and service providers about topics including hybrid working, employee experience, productivity, service management, and business mobility.
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