G2

Sadahiro S.

Principal Evangelist

Small-Business (50 or fewer emp.)

9/10/2026

"Better than asking IT in chat with no ticket number"

4.5/5

What do you like best about Agentforce IT Service?

The useful part is that an incident or a request gets a number and an owner. People can stop asking the same thing in chat, then wondering who is working on it. Knowledge articles help with repeat questions, and assignment to a queue is clearer than one shared mailbox. For our team, this reduced “I sent it to someone yesterday” conversations. After we kept the request catalog short, employees actually opened tickets instead of only messaging a person they know. Review collected by and hosted on G2.com.

What do you dislike about Agentforce IT Service?

If the catalog is too large, employees pick the wrong request type and the ticket bounces. Categories and priority also drift unless someone reviews them. Agent-style answers are fine for simple how-to questions, but they are not enough when access or a change is involved. Those still need a person. The product does not remove queue management. Someone has to watch aging tickets, or the portal looks official and the wait feels the same as email. Review collected by and hosted on G2.com.

What problems is Agentforce IT Service solving and how is that benefiting you?

The old problem was invisible IT work. A password issue, an access request, and a system error all arrived as chat or email. Nobody could see volume, and the same person became a bottleneck because people messaged whoever replied last time. IT Service helps us put those asks on a ticket path. We can see what is open, what is waiting on the employee, and what is a repeat incident. For our team, morning stand-ups became shorter, and employees received a status instead of silence. It does not make a hard change request simple, but daily IT work is easier to explain than a pile of unread messages. Review collected by and hosted on G2.com.