Salesforce launches Agentic IT Service, a new ITSM platform

Salesforce just dropped its biggest Dreamforce 2025 twist 👇 The world’s #1 CRM is officially entering the ITSM space. What makes this move disruptive? 👉 IT + CX Convergence → IT teams get customer context, CX teams get IT visibility. 👉Slack as the OS → Not a new app, but embedding ITSM into the platform millions already use. 👉AI Case Management → Agents shift IT from reactive support → to proactive strategy. 👉With ServiceNow leading ITSM today, Salesforce’s entry could reshape how businesses connect IT, CX, and AI. The question isn’t if this changes the game. It’s how fast enterprises adapt. learn more at techilaglobalservices.com 🩵 #Dreamforce2025 #SalesforceInsights #ITSM #CustomerExperience #AITransformation

🚀Big news in the tech world: Salesforce is entering the ITSM market and taking direct aim at ServiceNow with a brand-new agentic ITSM solution built on Slack. What’s really interesting here is 🔹 Slack could make ITSM feel way more collaborative and accessible since it’s already so widely adopted. 🔹 Salesforce is doubling down on its “Agentic Enterprise” vision, weaving AI into every app to help humans and AI agents work side by side. 🔹 The line between IT service teams and customer service teams keeps blurring; this move makes that convergence feel inevitable. 🔹 And, of course, this sets Salesforce and ServiceNow up for some serious competition in the enterprise space. I’m curious to see how this plays out at Dreamforce 2025, especially with Salesforce rethinking how IT and CX workflows connect. If done right, this could completely change how companies manage support, automation, and collaboration. 💡 What do you think? Could a Slack-first ITSM really shake things up? #Salesforce #ServiceNow #ITSM #Dreamforce2025 #CX #AgenticEnterprise #AI #CustomerService

75% of customers buy based on service quality - make every interaction count. Don’t just react - anticipate your customers' needs. Reduce manual work with self-service portals and virtual agents, while empowering real agents with AI-driven recommendations and predictive analytics to resolve cases faster and more accurately. Drive your CRM evolution with DIGITALL and ServiceNow's innovations for impactful Customer Support solutions: • Case Management • Knowledge Management • Workforce Optimization • Self Service Portal • Virtual Agent • Intelligent Case Handling Find out how to make every interaction exceptional: https://lnkd.in/dtyuGQnA #DIGITALL #ServiceNow #AI #CSM #DigitalTransformation

✨ Making Customer Support Smarter and Simpler Customers today want answers fast, easy, and on their own terms. At ServiceNow, we’ve focused on creating a self-service experience that actually works, helping people find solutions without waiting or opening a case. Using CSM, AI Search, and ITSM on the Now Platform, ServiceNow has: Avoided 1.9M support cases in Q4 FY24 Saved $148M through case avoidance Achieved 15% in-case deflection At Impactron Global, we help organizations unlock the full potential of ServiceNow. By implementing tailored workflows, AI-powered automation, and intelligent self-service solutions, we empower businesses to improve efficiency, reduce costs, and elevate customer experiences. Self-service isn’t just automation; it’s empowering people and building trust in every interaction. #ServiceNow #ImpactronGlobal #CustomerExperience #DigitalTransformation #SelfService #AI #ITSM #CustomerSupport

We’ve supercharged case handling for support teams with our latest updates. Get ready for faster, smarter workflows!  - 🔗Direct Case Navigation: Click ServiceNow case URLs in Search Agent or AI Agent to open straight in the CSM/FSM workspace, no extra steps.  - 🏷Enhanced Visibility: Case titles and product groups now appear on your Home page’s Recent Interactions card and in the Search Agent Insights page for instant context.  - 🔐Seamless Login: Enjoy a smoother, rock-solid sign-in experience, no more unexpected errors.  - 🤖AI-Powered Summaries: Fast, concise overviews to help you act on cases with confidence.  These enhancements streamline navigation, boost case visibility, and ensure reliable access, so your team can resolve issues faster than ever.  Ready to transform your support ops?  Contact us: https://lnkd.in/dNJVp4q #ServiceNow #AscendoAI #CustomerSupport #AI #DigitalTransformation #SupportOps

AI Workflow Automation Use Case Series: AI Workflow Automation for IT & Tech Support IT support teams face a constant flood of repetitive tickets — password resets, software access, VPN issues, and basic troubleshooting. These clog up queues, slow down resolutions, and frustrate employees who need fast help to stay productive. The solution? An AI-powered IT Help Desk Assistant that integrates with your service management platform and communication tools. It resolves common issues instantly, routes complex problems to the right experts, and ensures no ticket is ever left hanging. Key features: ✅ Automated Ticket Triage & Routing – Categorizes new tickets, sets priority, and assigns them to the right team. ✅ Instant Tier 1 Resolution – Provides step-by-step guides for common issues without human intervention. ✅ Knowledge Base Integration – Delivers instant answers by connecting to existing documentation. ✅ Seamless Human Handoff – Transfers complex cases with full conversation history. ✅ Voice AI Agents (Optional) – Handles calls, logs tickets, and escalates urgent issues 24/7. Seamless integrations: - Service management platforms (Jira, ServiceNow, Zendesk, etc.) - Communication tools (Slack, Microsoft Teams, and more) Bottom-line benefits: ✅ Reduce Tier 1 tickets by up to 60% ✅ Resolve issues dramatically faster ✅ Improve user satisfaction with 24/7 support ✅  Ensure consistent processes for logging and resolutions With AI, IT teams are cutting ticket volume, resolving issues quicker, and boosting employee productivity — all while maintaining a smooth, reliable support experience. 👉 Explore the full use case here: https://lnkd.in/d-_K54nT #AIWorkflowAutomation #ITSupport #TechSupport #HelpDeskAutomation #ITSM #ServiceDesk #Automation #UserSatisfaction #AIAssistant #AIUseCases

Five9 Launches Fusion for ServiceNow to Enhance AI Customer Service Our longstanding partnership with ServiceNow is focused on creating seamless customer experiences, said Kim Hill, SVP Partner Sales, Five9. Five9 Fusion for ServiceNow delivers a foundation for service excellence – eliminating the friction of multiple systems and empowering agents with a single interface to work confidently and efficiently and deliver faster, more personalized interactions at scale. With this new integration, every touchpoint becomes more intuitive and impactful for customers and agents alike. 𝐑𝐞𝐚𝐝 𝐌𝐨𝐫𝐞: https://lnkd.in/dqB7pPiF #AIcustomerservice #CMOFirst #customerexperience #Five9 #Five9Fusion #IntelligentCXPlatform #news #ServiceNow

 ServiceNow's agentic workforce is transforming customer support—boosting productivity, accelerating resolution times, and driving smarter workflows. Padmini is transforming customers AI journey https://lnkd.in/ePtp9CTz #AIjourney #AIAgents #AIworkforce #AIOrchestrator #Servicenow #Padmini #Digitaltransformation.

Salesforce has introduced Agentforce 3, the next evolution in #AIautomation designed to revolutionize enterprise scalability and governance. It ensures consistent policy enforcement and audit trails across every agent interaction so your enterprise stays compliant while accelerating innovation. Beyond speed and reliability, #Agentforce 3 unlocks a low-code development experience that lets business users and technical teams collaborate in real time, using pre-built templates and a thriving AgentExchange marketplace. This ensures faster rollout of #intelligentautomations, measurable cost savings, and a collaborative digital workforce that evolves with your business. Swipe through to see how #Agentforce3 can transform your operations from reactive to proactive and drive ROI. #Ranosys #SalesforcePartner #DigitalTransformation

🚨 Five9 + ServiceNow: A Strategic Push Toward Unified, AI-Native CX Fragmentation has been the Achilles heel of the contact center for decades — voice on one platform, digital on another, CRM elsewhere, and AI layered on top. The result? Inefficiency, higher costs, and frustrated agents. With the launch of Five9 Fusion for ServiceNow, the two companies are taking a bold step to solve this. Fusion embeds Five9’s CCaaS capabilities directly into ServiceNow, creating a unified service layer where AI, workflows, and customer context converge. Kim Hill, SVP Partner Sales at Five9, captured the intent clearly: “Five9 Fusion for ServiceNow delivers a foundation for service excellence – eliminating the friction of multiple systems and empowering agents with a single interface to work confidently and efficiently and deliver faster, more personalized interactions at scale. With this new integration, every touchpoint becomes more intuitive and impactful for customers and agents alike.” 👉 Read the full coverage here: https://lnkd.in/e4NcRtXs #five9 #servicenow #cx #enterpriseai #contactcenters