Salesforce (CRM) is making a major push into the IT service management (ITSM) space, directly targeting competitors like ServiceNow (NOW) with the launch of Agentforce IT Service. This new offering uses agentic AI or autonomous AI agents to resolve IT service requests.
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Importantly, the platform integrates directly into collaboration tools that employees already use, such as Slack and Microsoft (MSFT) Teams.
Further, this offering is expected to reduce IT support costs and help internal teams work more efficiently by automating common tasks.
Agentforce Tackles Costly IT Inefficiencies
Salesforce highlighted a study by WalkMe Inc., which stated that inefficient IT support costs the average enterprise over $1 million in lost productivity each week. Kishan Chetan, EVP & GM of Service Cloud at Salesforce, noted that traditional ITSM systems often rely on slow, manual ticketing processes that put pressure on IT teams.
Agentforce IT Service aims to change that. Instead of waiting on tickets, employees can get instant answers to common questions, trigger service requests, and even receive remote diagnostics and repairs.
During major incidents, such as an email server outage, the platform automatically alerts affected users, provides live status updates, and tracks the incident until it is resolved.
For more complex or sensitive issues, Agentforce directs the request to IT staff, providing them with all relevant context and diagnostics needed to resolve it quickly.
Is CRM a Buy, Sell, or Hold?
Turning to Wall Street, CRM stock has a Moderate Buy consensus rating based on 30 Buys, eight Holds, and one Sell assigned in the last three months. At $331.62, the average Salesforce stock price target implies a 35.59% upside potential.
