Productivity
Salesforce employee IT and HR support agent
Salesforce uses Agentforce in Slack to answer employee IT and HR questions across self-service resources and systems.
Author: Salesforce
What was done
Salesforce deployed Agentforce for internal IT and HR support so employees can get help without waiting through long ticket queues. The agent works in Slack, draws on Service Cloud and Data 360, and handles common requests around IT troubleshooting, access, benefits, and HR policy questions while escalating cases that need a human. Salesforce reports 9,500 cases autonomously resolved, 40% of IT support cases handled by agents, and $57,000 in savings during the first two months.
Stack
Agentforce
Service Cloud
Data 360
Slack
HR Service