https://store-images.s-microsoft.com/image/apps.31537.d218a00c-8779-4d2d-abd1-9bf716a3873d.bc881b03-6f2e-413f-9202-fba393d25e71.a6c80328-0306-4c81-9bf4-2029783bc0a0.png

Salesforce IT Desk

by salesforce.com

Enables IT & HR teams to collaborate and resolve requests

Agent-First, Conversation-First Salesforce IT Desk that delivers faster, 24/7 resolutions, resolves issues proactively, and lowers costs.

With Salesforce IT Desk—built on the trusted, scalable, and secure Service Cloud, Agentforce, and Data Cloud platforms—your IT and HR service teams can resolve issues faster, reduce costs through AI Agents, use intelligent automation, and continuously improve performance, all without ever leaving Microsoft Teams.

We’ve embedded the full power of AI Agents and workflows directly into IT service management and IT operations. The result is a conversation-first, agent-first, agentic IT service desk that transforms manual processes into intelligent and automated resolutions, turning IT service from a cost center into a driver of productivity and business value.

How Salesforce IT Desk helps:

  • Resolve issues faster with AI Agents and agentic workflows, including agent assist, proactive incident and change analysis, automated root cause analysis, summarization, and proactive resolutions

  • Reduce IT costs through a unified and scalable platform, AI-driven issue resolution, and intelligent automation with human-in-the-loop guardrails

  • Continuously improve with real-time analytics, SLAs, service insights, and performance optimization

  • Ensure enterprise-grade security and ITIL compliance from day one

With Agentforce’s trusted AI capabilities, Fulfillers can:

  • Perform initial triage of the tickets they are working on

  • Analyze similar past incidents for faster resolution

NOTE: This app requires an active Agentforce IT Service subscription. Know more.

App capabilities

When this app is used, it
  • Can send data over the Internet
  • This app can access personal information on the active message, such as phone numbers, postal addresses, or URLs. The app may send this data to a third-party service. Other items in your mailbox can’t be read or modified.

At a glance

https://store-images.s-microsoft.com/image/apps.20001.d218a00c-8779-4d2d-abd1-9bf716a3873d.bc881b03-6f2e-413f-9202-fba393d25e71.c4f38d21-fe34-4859-898b-8dc9370ababf.png
https://store-images.s-microsoft.com/image/apps.56328.d218a00c-8779-4d2d-abd1-9bf716a3873d.bc881b03-6f2e-413f-9202-fba393d25e71.16d84e6b-3327-48bc-a00b-521fd243ec23.png
https://store-images.s-microsoft.com/image/apps.55153.d218a00c-8779-4d2d-abd1-9bf716a3873d.bc881b03-6f2e-413f-9202-fba393d25e71.9c03f676-d64a-4727-b291-8c2e8ceefe47.png