In today’s fast-paced business world, small businesses often find themselves caught up in IT-related tasks that divert valuable resources from their core activities. Salesforce’s recently announced Agentforce IT service aims to rescue organizations from this vicious cycle of inefficiency by simplifying IT service management through autonomous AI capabilities and a user-friendly interface.
Small business owners feel the strain when their employees waste an average of 352 hours each year dealing with IT issues. This is time that could be spent driving growth and innovation. As Salesforce highlights, traditional ticket-based IT service management (ITSM) models are not only outdated but burdensome. “The fragmented legacy ITSM model is fundamentally broken,” says Muddu Sudhakar, SVP and GM, IT and HR Services at Salesforce. With Agentforce, Salesforce is introducing a new agent-first approach that promises to transform interactions from slow, siled ticketing systems to efficient, conversational models integrated directly into the workspace.
One of the key benefits of this new service is increased productivity. By enabling real-time IT support directly from environments like Slack or Microsoft Teams, Agentforce minimizes the need for cumbersome forms and portals. This immediacy leads to faster problem resolution, helping your team reclaim valuable time. Sudhakar adds, “This agentic transformation provides trusted, embedded intelligence that exponentially improves the efficiency of IT teams.”
Agentforce is not just a theory. Some organizations are already reaping the benefits. For example, UNESCO has leveraged this service to improve both employee experience and IT team efficiency. “By using Agent AI to solve routine IT tasks and improve the efficiency of IT teams, staff can focus on high-priority work for both the UNESCO Secretariat and Member States,” said Omar Baig, UNESCO’s Chief Information and Technology Officer.
For small businesses, the immediate impact is powerful. The ability to automate routine inquiries, such as determining equipment update eligibility and resolving connectivity issues, significantly reduces the workload of your IT staff so they can focus on strategic projects that add value to the business. EPB, a local government agency in Tennessee, echoed this sentiment. “By bringing automation and intelligence into our workflows, we can resolve issues faster and give our IT teams more time to focus on complex, high-value tasks,” said Rich Carpenter, Vice President of Communications and Operations.
Another powerful feature of Agentforce is its extensive library of integrations. At launch, over 100 pre-built connectors will be available, covering popular platforms like Google, IBM, Microsoft, and Zoom. This extensive, integrated network simplifies the IT environment, allowing teams to seamlessly adopt new tools without the hassle of costly data fragmentation or installation issues.
But while the benefits are significant, small business owners should be cautious about potential problems. Switching to a new system, even one as streamlined as Agentforce, can involve an initial learning curve and temporary downtime during the setup phase. Moreover, investing in new technologies requires not only financial resources but also time and training, which can place a strain on limited small business capabilities.
Salesforce aims to alleviate these concerns through comprehensive support and user training initiatives. Their platform reflects 20 years of experience, enabling small businesses to adopt solutions previously only accessible to large corporations.
Agentforce IT services are scheduled to be generally available in October 2025, and components such as employee agents and Slack integration are already operational. With an emphasis on reducing operating costs while increasing productivity and employee satisfaction, this announcement from Salesforce marks a paradigm shift in the way IT support is delivered, especially for small and medium-sized businesses that can benefit from increased efficiency without sacrificing quality.
As small businesses navigate this changing environment, adopting integrated IT services like Agentforce can be a game changer, paving the way for smoother operations and ultimately stronger business growth. For more information, you can read the full announcement on Salesforce’s official news page. here.
Image via Salesforce
