Modernizing Employee IT Support With Agentforce, Slack, and Salesforce ITSM

Industry

Financial Services & Mortgage Aggregation
Industry

Products

Salesforce ITSM, Agentforce, Slack
Products

Services

Salesforce ITSM Implementation, Agentforce Implementation, Slack Integration
Services

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October 6, 2026

Modernizing Employee IT Support With Agentforce, Slack, and Salesforce ITSM

A financial services and mortgage aggregation business operating across 3 regions

Problem Statement:

The client is a financial services and mortgage aggregation business operating across Australia, New Zealand, and the Philippines.

Its 12-person IT team handled 150–200 tickets each week through an end-of-life Freshservice setup, while requests also came through Slack, email, walk-ups, and web forms. Manual triage, scattered knowledge, and limited SLA visibility added more friction to the support process.

Our Agentforce experts implemented Salesforce ITSM, Agentforce, and Slack to bring self-service, routing, fulfilment, SLA management, knowledge, and reporting into one connected support experience.

The Challenges:

  • Support requests came through multiple channels, making it harder to maintain one consistent intake and fulfilment process.
  • Workplace Tech manually classified and routed 150–200 tickets every week before specialist teams could begin fulfilment.
  • Employees had no conversational self-service experience for common IT questions, while knowledge remained spread across tickets and external tools.
  • SLAs were not formally enforced or consistently monitored, limiting visibility into queue bottlenecks, workload, and overall service performance.

The Solution:

  • Simplified Employee Support: We deployed Sam The IT Service Assistant, an Agentforce-powered support agent in Slack that helps employees find answers and raise IT requests through one conversational experience.
  • Automated Request Triage: We configured intent classification and assignment rules to identify incidents and service requests and route them directly to the appropriate IT queues.
  • Unified IT Fulfilment: We brought Workplace Tech, Corporate Apps, Infrastructure Security, and Cloud Security Engineering into one Salesforce Service Desk console.
  • Automated SLA Control: We introduced a P1–P4 priority framework with automated SLA pause, escalation, and Slack notification workflows.

Impact made:

13 Weeks

Freshservice Replaced

The existing Freshservice setup was replaced across operations in Australia, New Zealand, and the Philippines within a 13-week implementation.

150–200

Weekly Tickets Auto-Classified & Routed

All 150–200 weekly tickets are now auto-classified and auto-routed, removing routine manual triage from Workplace Tech.

45–50

Knowledge Articles Published

A centralized, peer-reviewed knowledge base was published before go-live to support employee self-service and Sam's responses.

25 + 4

Reports & Dashboards

The solution delivered 25 reports and 4 dashboards for visibility into ticket volumes, workload, SLA performance, and AI deflection.

What made it special:

No items found.

Testimonial:

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