February 26, 2026 — Leads & Copy — Salesforce, the company behind the world’s #1 CRM, announced that over 180 organizations have adopted Agentforce IT Service, a solution that has transformed the IT Service Management (ITSM) landscape in just four months after its general availability launch.
Agentforce IT Service is presented as a complete agentic AI solution, offering a unified platform ready for Slack and Microsoft Teams, where humans and autonomous agents can collaborate. Leveraging over 20 years of market leadership with Service Cloud (now Agentforce Service), Salesforce aims to transform the $50 billion ITSM market and disrupt existing industry players.
The rapid adoption of Agentforce IT Service is attributed to a move away from reactive ticketing toward autonomous, proactive 24/7 resolution. Built on the Salesforce Platform, it features a dynamic and conversational Configuration Management Database (CMDB) and a user experience that works across Slack, Teams, email, web, and voice. The platform allows companies to transition from purchase to production in weeks, contrasting with the months-long implementation times of legacy ITSM systems.
According to Muddu Sudhakar, SVP & GM, Agentic IT & HR Service, the industry is ready for disruption powered by agentic workflows and AI agents. He claims that Agentforce IT Service transforms organizations into Agentic Enterprises, resolving issues proactively, securely, and autonomously 24/7, delivering a unified, AI-native platform that allows IT teams to innovate.
CoolSys, a provider of integrated cooling, heating, and power solutions, will use Agentforce IT Service to support its workforce and modernize IT operations. The company plans to increase IT team productivity, reduce total cost of ownership, and replace its existing ServiceNow implementation. CoolSys CIO Danny Rodriguez stated that deploying AI-powered agents for ticket deflection, intelligent auto-assignment, and automated triage will streamline request routing and resolution by IT specialists. He added that Agentforce will enable AI agents to handle administrative requests such as password resets, software access, and IT inquiries, allowing teams to focus on higher-value work, improving operational efficiency, and delivering a seamless IT support experience.
Sunrun, a residential solar and energy services provider, is replacing its legacy ITSM infrastructure with Agentforce IT Service. The company aims to streamline operations for 750 Service Desk users and 11,000 employees, replacing reactive ticketing with a conversational, agent-first experience that reduces total cost of ownership and maintains service quality during IT consolidation. Rohit Ayyagari, VP of Enterprise Technology at Sunrun, said the move to Agentforce IT Service was a strategic decision to trade complexity for agentic AI, empowering employees with a faster and more scalable service foundation.
Cornerstone, a provider of workforce agility solutions, is implementing Agentforce IT and HR Service. CEO Himanshu Palsule stated that Cornerstone is replacing legacy ITSM workflows with Agentforce IT Service and agentic workflows, injecting people data and skills intelligence into the IT Service stack to transform agents into outcome engines that deliver faster resolution and measurable workforce impact.
Salesforce helps organizations integrate humans, agents, apps, and data on a unified platform.
Source: Salesforce
