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Salesforce announces that more than 180 organizations have adopted Agentforce IT Service in just four months since its general availability launch. The solution disrupts the traditional ITSM market by replacing costly, complex legacy systems with a unified, agentic AI platform that enables autonomous, proactive resolution 24/7 across Slack, Microsoft Teams, email, web, and voice channels.
Salesforce is accelerating the shift from reactive, portal-to-ticket ITSM models to an Agentic Enterprise where autonomous AI agents resolve issues proactively and securely. Agentforce IT Service leverages over 20 years of Service Cloud leadership to unify humans and AI agents in a single platform, eliminating silos and rigid pricing structures that have long constrained IT teams.
"The 'portal-to-ticket' era is dead. With hundreds of customers already adopting Agentforce IT Service, we are seeing fierce momentum that proves the industry is ripe for disruption powered by agentic workflows and AI agents. While legacy ITSMs limit progress with complex pricing and rigid silos, Agentforce IT Service transforms your organization into an Agentic Enterprise and, proactively, securely, and autonomously resolves issues 24/7. We aren't just adding features; we’re delivering a unified, AI-native platform that gives IT teams the freedom to innovate without boundaries." — Muddu Sudhakar, SVP & GM, Agentic IT & HR Service, Salesforce.
CoolSys (market leader in cooling, heating, and power solutions) is adopting Agentforce IT Service to support workforce expansion and modernize operations. The platform will automate high-volume administrative requests, enabling intelligent auto-assignment and triage while freeing IT specialists for higher-value work.
“By deploying AI-powered agents for ticket deflection, intelligent auto-assignment, and automated triage, CoolSys will streamline how requests are routed to and resolved by IT specialists,” said Danny Rodriguez, CIO of CoolSys. “Agentforce will enable AI agents to autonomously handle high-volume administrative requests such as password resets, software access, and routine IT inquiries, freeing teams to focus on higher-value work. With Agentforce, CoolSys will improve operational efficiency while delivering a more seamless and scalable IT support experience.”
Sunrun (leading U.S. residential solar provider) is replacing legacy ITSM with Agentforce IT Service to support 750 Service Desk users and 11,000 employees. The move consolidates operations on a unified platform, reducing complexity and cost during IT strategic consolidation.
"Our move to Agentforce IT Service was a strategic decision to trade legacy complexity for modern, agentic AI,” said Rohit Ayyagari, VP of Enterprise Technology at Sunrun. "By consolidating on a unified Salesforce platform, we are empowering our employees with a faster, simpler, and more scalable service foundation that actually delivers business value."
Cornerstone (workforce agility solutions leader) is integrating Agentforce IT and HR Service to redefine workforce productivity by infusing people data and skills intelligence into the service stack.
"As a partner and customer that shares the agentic vision with Salesforce, Cornerstone is replacing legacy ITSM workflows with Agentforce IT Service and agentic workflows,” said Himanshu Palsule, CEO of Cornerstone. “By injecting people data and skills intelligence into the IT Service stack, we transform agents from ‘answer engines’ into ‘outcome engines’ that deliver faster resolution and measurable workforce impact at scale.”
These early wins demonstrate growing urgency among CIOs to replace manual-first legacy environments with autonomous, AI-powered foundations that deliver faster time-to-value and better ROI.
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