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Agentforce IT Service
What Agentforce IT Service is
Agentforce IT Service is a web-based, cloud-deployed IT service management product from Salesforce, founded in 1999. It supports employee requests, service desk operations, configuration records, hardware assets, and AI-assisted service work. The AI Agent for Employees plan costs $15 a month and includes more than 50 pre-built service catalog items. IT Service Desk - Enterprise Edition costs $75 a month and covers incident, problem, and change management, unified request and knowledge management, plus CMDB, Discovery, and Service Graph for end-user devices. IT Service Desk - Unlimited Edition costs $150 a month and adds generative AI, automatic incident creation from email and chat, AI-written problem and knowledge articles, and predictive risk features. Separate options include Agentforce for Service at $125 a month, CMDB Enterprise at $1,000 a month for 100 configuration items, and Hardware Asset Management at $200 a month for 100 assets. Prices are calculated monthly and typically provisioned as annual commitments.
Who it suits
It suits organisations needing web-based IT service management with incident, problem, change, asset, configuration, and AI options. Teams should expect paid cloud plans rather than a free tier.
What it does well
- Covers incident, problem, and change management
- Includes root-cause and known-error tracking
- Offers automated incident creation from email and chat
- Provides CMDB and Service Graph options
- Includes permanent-fix and workaround tracking
What to know first
- No free plan
- Web platform only
- Plans are typically annual commitments
- Some capabilities require separate paid options
Plans
| Plan | Billed and limits | Price |
|---|---|---|
| AI Agent for Employees | Pricing is calculated at a monthly rate; typically provisioned as an annual commitment. · 50+ pre-built service catalog items | $15 a month |
| IT Service Desk - Enterprise Edition | Pricing is calculated at a monthly rate; typically provisioned as an annual commitment. · End-to-end incident, problem, and change management · Unified request and knowledge management · CMDB, Discovery, and Service Graph for end-user devices | $75 a month |
| IT Service Desk - Unlimited Edition | Pricing is calculated at a monthly rate; typically provisioned as an annual commitment. · Generative AI capabilities · Automated incident creation from email and chat · AI-generated problem and knowledge articles · Predictive SLA breach, major incident, and change risk scores · Advanced Tableau dashboards | $150 a month |
| Add-On: Agentforce for Service | Pricing is calculated at a monthly rate; typically provisioned as an annual commitment. · 20+ agent actions | $125 a month |
| CMDB Enterprise | Pricing is calculated at a monthly rate; typically provisioned as an annual commitment. · 100 configuration items | $1,000 a month |
| Hardware Asset Management | Pricing is calculated at a monthly rate; typically provisioned as an annual commitment. · 100 assets | $200 a month |
As salesforce.com lists them, read 20 Sept 2026. The maker's own page has the final word.
Verdict
Agentforce IT Service combines service desk processes with configuration, asset, and AI capabilities. Its paid, cloud-only structure and separately priced editions make plan selection important.
Facts from Agentforce IT Service's own pages
- Founded
- 1999 · salesforce.com, 4 Oct 2026
Where Agentforce IT Service stands on Freedom251
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