✦ Powered by Agentforce IT Service
Turn IT tickets into conversational resolution.
RK Rivera implements Salesforce IT Service Management — Agentforce IT Service — so employees get answers in Slack or Teams, IT teams work from one agentic service desk, and your CMDB stays current on its own. Native to Salesforce, ITIL-aligned.
From reactive ticket queues to conversational resolution.
Traditional ITSM makes people file a ticket and wait. Agentforce IT Service puts autonomous agents in front of the queue — resolving common issues in the chat where employees already work, and giving IT teams AI help on the hard ones.
AI agents for employees
Resolve routine requests — password resets, access, software — 24/7 in Slack and Teams.
AI help for IT teams
Assistive agents draft incident summaries, run root-cause analysis, and suggest fixes.
A CMDB that stays true
A self-updating map of your infrastructure and the dependencies between everything.
The full service lifecycle, ITIL-aligned.
We configure the processes your IT organization runs on — with automation and AI built into each one, not bolted on afterward.
IT Service Desk
One agentic workspace where IT teams triage, collaborate, and resolve across every channel.
Incident & Problem
Detect and resolve disruptions, then find root causes to stop the repeat offenders.
Change & Release
Coordinate changes with approvals and impact assessments to reduce risk before you ship.
Service Requests
Fulfill common requests — equipment, access, software — with agentic automation and a catalog.
Know what you have — and what breaks when it fails.
A stale CMDB is worse than none. Agentforce IT Service keeps yours accurate automatically, so incident triage and change planning start from the truth.
Always-current CMDB
A single source of truth for your infrastructure, with out-of-the-box configuration items.
Automated discovery
Agent-based and agentless discovery keep asset records fresh in real time — no manual upkeep.
Impact & dependency mapping
See everything a failing component touches — so you fix the cause before it spreads.
Autonomous agents, where your people work.
Agentforce IT Service is built on the same platform as the rest of your Salesforce org — so IT agents are grounded in your data and governed by the Trust Layer, and they show up in Slack and Teams instead of another portal.
Agents for employees
Self-service resolution for everyday IT requests, right inside the chat tools they already use.
Agents for IT teams
Incident summaries, root-cause analysis, and resolution recommendations for your agents.
In Slack & Teams
Notifications, approvals, and swarming happen in the conversation — no portal detour.
Phased, iterative delivery — consolidate as you go.
You don't have to rip out your ITSM tool overnight. We stand up a first process or agent, prove it, then expand — consolidating IT and the rest of your Salesforce org onto one platform.
Discover & scope
Map your ITIL processes and infrastructure, and pick a first high-volume use case.
Design & configure
Stand up the service desk, seed the CMDB with discovery, and configure your first agent.
Deliver & validate
Test against real tickets and change scenarios with guardrails before anything goes live.
Adopt & expand
Roll out to employees in Slack and Teams, then add processes and agents as trust grows.
IT and the business, finally on one platform.
One platform for IT and CRM
Run ITSM on the same Salesforce platform as sales and service — one data model, fewer silos.
Start small, expand safely
A composable, phased approach — one process or agent first, then grow without a big-bang cutover.
Public sector and commercial depth
Registered Salesforce partner in San Juan, Puerto Rico, delivering for clients worldwide.
Grounded, governed IT support.
Because it runs on the Salesforce platform, your IT agents are grounded in real data and bound by the Trust Layer — with the security and audit trails IT teams need.
Let's scope your first phase.
Tell us where your IT team spends the most time on repetitive tickets, and we'll map a first phase that deflects them — and stands up quickly.