Deliver Excellent IT Service with Agentic AI
Learning Objectives
After completing this unit, you’ll be able to:
- Explain Agentforce IT Service.
- Understand the difference between IT Services and Service Cloud.
What Are IT Services?
Imagine this: You forgot your password and can’t log in to your work computer. Or you need to install software on your laptop to view documents about a work project due next week. Now think about your first day at a new job and your encounters with an IT team or person to get a new computer. What do these things have in common? They’re all part of IT services.
IT services is how an organization’s IT teams manage the delivery of IT services to its customers. That can include something as simple as resetting passwords or as complex as troubleshooting an IT service outage like an ecommerce platform going down during a holiday shopping spree. No matter the problem or incident IT services tries to solve, it can involve a lot of behind-the-scenes processes, communications, and change management. A great IT services system simplifies these things and makes life easier.
But IT services isn’t just about fixing broken tech. It’s about making sure your IT services are an engine for your business. By aligning IT directly to your company’s strategic goals, IT services helps your teams quickly adapt to new challenges or requirements. It supercharges productivity with standardized processes, clever automation, and smart tools that cut down on the time and hassle of delivering services. IT services also help you keep a handle on costs and risks by giving you a structured way to spot and deal with potential vulnerabilities. The result? Happier users, better service quality, and a commitment to getting better every single day thanks to clear service level agreements (SLAs) and performance monitoring.
You might be thinking, that’s great, but doesn’t Service Cloud do that too?
How Is IT Services Different from Service Cloud?
While IT services and Service Cloud can sound similar, they’re like two sides of a coin. Let’s break down their differences.
First, imagine a company that sells kazoos online. When a customer’s order is late, or they get the wrong model, they don’t call the IT department. They reach out to customer service. That’s where Service Cloud shines. It’s the go-to platform for managing all those customer interactions–creating cases, tracking chats, and making sure the customer gets the right kazoo. It’s all about keeping your external customers happy.
Now, what about the people who work at the kazoo company? If an employee’s laptop suddenly won’t connect to the Wi-Fi, they don’t go to the customer service team. They go to IT. This is the world of IT services. It’s the strategic approach for managing all the IT services that keep the business running smoothly. It focuses on internal customers (the employees) and includes everything from incident and problem management to a structured process for rolling out a new software update.
Think of it this way:
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If you’re a customer trying to get help with your order, your experience is all about Service Cloud. It’s a quick chat, an email response, or a social media message that gets you a solution fast. The platform tracks your issue from the outside in.
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If you’re an employee who needs to request a new laptop, your experience is all about IT services. You use an internal portal to submit a request, and a repeatable workflow makes sure the right people—from IT to your manager for approval—get involved. It’s the back-end magic that makes sure your internal needs are met so you can stay productive.
In short, Service Cloud is the friendly face for your customers, while IT services is the powerful engine that keeps the whole company moving forward.
Do You Need Agentforce IT Service?
If you’re a one-person show, maybe you can get by with a to-do list. But most organizations need more. If you’re tired of putting out the same fires over and over again, or if your team is constantly bogged down by manual, repetitive tasks, then an IT services solution could be exactly what you need—especially an agentic IT services solution where AI can easily reduce many of the repetitive, routine tasks. Agentforce IT Service helps you stop being reactive and start being proactive, which saves you time, money, and a whole lot of headaches.
To figure out if you or your team need IT services, ask yourself these questions.
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Are your IT support requests a chaotic mess? If employees are using a mix of email, instant messages, and hallway conversations to get help, you might need a centralized IT services system to get everything organized.
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Do you have recurring problems that never get a permanent fix? If your IT team is constantly troubleshooting the same issues, an IT services approach can help you get to the root cause and solve the problem for good.
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Is it difficult to manage changes or updates without causing new problems? An IT services system provides a structured process for change management, which minimizes risk and keeps your services stable.
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Are your IT teams overwhelmed with simple requests? If your team is spending a lot of time on password resets and software installations, an IT services solution with a self-service portal and Agentforce can free them up to work on more complex projects.
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Do you have trouble measuring the performance of your IT services? IT services provide dashboards and reports to track key metrics like incident resolution times to help you make smarter decisions and continuously improve.
If you answered yes to any of those questions, you’re a candidate for IT services. Now that you have a better understanding of IT services and its benefits, learn how to access Agenticforce IT Service.
Access Agentforce IT Service
The easiest way to get started with IT Service Management (ITSM) is with Salesforce Go.
- Click
and select Salesforce Go from the dropdown menu.
- Search for and select IT Service Management Processes.
Get ready to simplify IT chaos and supercharge productivity with Agentforce IT Service.