Reimagining IT & HR Support

ITSM + HRSM at Dreamforce 2025

When employees can’t access critical systems or resolve payroll questions, productivity takes a dive. At Dreamforce 2025, Salesforce introduced Agentforce for IT and HR Service Management, bringing AI-powered automation to both functions. Together, they deliver a conversational experience that streamlines tasks, reduces ticket volume, connecting HR and IT workflows, so employees get answers faster and teams can focus on strategic work.

How are companies using Agentforce to transform IT and HR support? In this blog, we’ll explore how these solutions work in tandem to boost productivity, cut costs, and improve employee satisfaction. We’ll also share real-world customer stories and insights from Dreamforce.

Let’s start by looking at how autonomous AI agents are replacing legacy complexity. 

How Autonomous AI Agents Simplify ITSM and HRSM

Many enterprises still rely on legacy systems, leaving IT teams to juggle fragmented tools, long ticket SLAs, poor self-service adoption, and manual approvals. Autonomous AI agents change that by eliminating IT Service Management (ITSM) complexity and automating repetitive tasks for IT and HR teams.

Agentforce IT Service delivers an AI-driven service desk that resolves issues in real time—right inside Slack and Microsoft Teams. Even better, it integrates seamlessly with Agentforce HR Service, elevating HR Service Management (HRSM) with AI-powered workflows. The agent adapts to real-time conversations, employee data, and behaviors, while HR teams manage requests from a single workspace with built-in productivity tools.

See it in action in the Dreamforce demo, where a new employee completes IT and HR onboarding tasks in one Slack conversation, within the same flow of work, accessible 24/7.

Now, let’s look at the top features that make this unified approach so powerful.

Top Agentforce Features That Transform IT and HR Support

Salesforce is redefining employee support with AI-driven automation, unified data, and coordinated workflows across IT and HR by delivering faster resolutions and better experiences across the organization. Here’s how:

• AI Agentic Automation for Higher-Value Work
  Autonomous, AI-powered agents proactively resolve routine HR and IT requests, like password resets, PTO inquiries, and access provisioning—reducing ticket volume and freeing teams for strategic tasks.
• Unified Data for Faster, Personalized Support
  A centralized, always-up-to-date view of employees, IT assets, and service interactions ensures every team operates from the same source of truth.
• Omnichannel Orchestration for Seamless Request Routing
  Intelligent coordination across self-service portals, conversational agents, Slack, HR platforms, and IT queues ensures requests flow to the right place automatically.
• Slack-Native AI Collaboration for Everyday Efficiency
  Deep Slack integration makes support conversational, enabling employees to request help, receive automated answers, and collaborate with HR or IT teams—all within the tools they use daily.

4 Reasons to Agentforce Transforms IT and HR Support

Modernizing internal operations unlocks efficiency, cost savings, and better employee experiences. When organizations move away from disconnected legacy tools, the benefits are clear:

1. Speed and Efficiency: AI-driven triage, routing, and autonomous resolutions dramatically reduce response times and lower manual workload for HR and IT teams.
2. Better Employee Experience: Multi-channel, personalized support powered by unified data gives employees fast, consistent answers—leading to higher satisfaction and stronger engagement.
3. Cost Savings and Scalability: Intelligent automation and streamlined workflows allow organizations to support more employees without expanding headcount, reducing operational costs while improving service quality.
4. Cross-Functional Agility: A unified platform breaks down HR and IT silos, enabling teams to collaborate effectively, adapt to changing business needs, and deliver faster end-to-end service.

Why Combining ITSM + HRSM Delivers Maximum Value

Running IT and HR service management on Salesforce creates a unified platform that connects data, workflows, and automation by delivering faster onboarding, smoother lifecycle events, and a consistent employee experience. Agentforce amplifies this with enterprise-grade AI, Slack-native collaboration, and low-code flexibility for a modern support model that scales with your business.

Key advantages:

• Agentic Enterprise AI: Pre-built topics and actions accelerate rollout and improve automation quality.
• Unified Data Cloud: A shared foundation for employee and service data eliminates fragmentation across HR and IT.
• Slack-Native Orchestration: Seamless collaboration and faster case handling in tools employees use every day.
• Cross-Functional Convergence: IT and HR workflows align naturally for onboarding, access, and lifecycle events.
• Low-Code/No-Code Flexibility: Customize processes without heavy development work.

High-Impact Use Cases Enabled by Agentforce

Agentforce 360 delivers end-to-end workflows that unify HR and IT, enabling organizations to modernize operations with AI-driven automation and connected data.

Here are some high-impact use cases:

• Automated Onboarding & Offboarding: Save time and reduce errors with coordinated IT and HR workflows that provision or revoke access, assign equipment tasks, and trigger HR steps.
• Cross-Departmental Support Automation: Eliminate handoffs and accelerate resolution with integrated workflows that route requests seamlessly between HR, IT, and other business units.
• Real-Time Incident Management: Conversational agents handle common issues like password resets, while escalations automatically generate IT tickets and notify managers in Slack for rapid follow-up.
• Employee Self-Service for HR Requests: AI-powered automation and approvals let employees request PTO, update personal information, or get policy answers directly through Slack or the Employee Portal.

Customer Success: How Leading Companies Use Agentforce

Companies across industries are already transforming internal support with Agentforce IT and HR.

Here are two success stories:

• Asymbl: A workforce orchestration company that streamlined hiring and onboarding by using AI agents for routine tasks, and freeing recruiters to focus on interviews, mentoring, and candidate experience.
• Engine: A travel management company that scaled customer service and cut support time by integrating Agentforce, Data Cloud, and Service Cloud now delivers faster resolutions and more efficient service at scale.

Dreamforce showcased how Agentforce is changing the game for internal support by bringing IT and HR together on a unified, AI-powered platform. From automated workflows and collaboration to real-time incident resolution and employee self-service, the future of ITSM and HRSM is here.

Companies like Asymbl and Engine are already proving the impact: faster onboarding, reduced costs, and better employee experiences. Now is the time to rethink legacy systems and embrace a smarter, more connected approach to service management.

Your ITSM & HRSM Transformation Starts Here

Infogain, a Salesforce Summit Partner, helps organizations modernize IT and HR support with Agentforce. Ready to take internal operations to the next level?

Contact us at info@infogain.com or visit our website.

References

Agentforce IT Service

HR Service Management

The Future of IT Service is Agentic: Announcing Agentforce IT Service

Agentforce resolves IT and HR questions 24/7 for Salesforce Employees

Agentforce IT Service Keynote: Reinvent Employee Experiences

Rethinking the Customer Experience with Infinite Capacity, Asymbl, Engine

Orchestrating the Workforce of the Future, Asymbl

Salesforce Turns IT Tickets Into 24/7 Conversations…

Salesforce Launches Agentforce for HR Service…

Agentforce Resolves IT and HR Questions 24/7 for Salesforce Employees