Partner Pocket Guide

Partner
Pocket Guide

Agentforce Service HR and IT Services

This Partner Pocket Guide is your one-stop shop for all the content and tools you need to successfully learn and implement Agentforce Service HR and IT Services as a Salesforce Partner.

HR Service Agentforce IT Service Enablement

Collaboration Org Access Resources

HR Use Cases Agentforce IT Use Cases

HR Service IT Service Enablement

Collaboration Org Access Resources

HR Use Cases Agentforce IT Use Cases

Agentforce HR Service

HR Service delivers an Agentic strategy for an organization's internal HR solutions.

Key Solutions include:

Employee and Alumni Portals
HR Service Console
Agentforce for HR Service
HR Service with Agentforce in Slack
HR Systems integrations
Employee Enablement and Onboarding

Platform power behind these solutions:

Omnichannel integrations including Slack as a channel and for collaboration
Service Catalog solutions in the portals
Platform automation and orchestration in the console
System and Data Integration

Org Difference!
It is important to remember that the Employee Service (HR Service and Agentforce IT Service) products will require a separate Salesforce org. These products may not be used if the org is also used as the CRM with customer data and processes within it.

Must visit resources!

Product Overview: for product description, high level use cases and pricing
Help Documentation: for Employee Service
Product Decoded - Agentforce for Employee Service: Initial enablement session in Partner Learning Camp
HR Service First Call Deck: Partner version is available in our Partner Community

Agentforce IT Service

Agentforce IT Service may be implemented on it's own or as part of an Employee Service strategy along with HR Service. IT Service delivers improvements in IT Service wait time, IT Service scale and IT Service operational efficiencies.

Key Solutions include:

IT Service Desk: Service Management with Omnichannel and the power of the Service console
AI Employee Access: In Portals, Chat, Slack (or even Teams), employees can raise issues in the flow of work
AI Agents for IT Teams: Human-Agent Assistance, Summarization, Proactive Resolutions and Root Cause Analysis
Agentic CMDB and Discovery: Service Graph and Discovery
All driven with end-to-end ITIL in mind

AI Agents for Employees and Teams (all OOTB)

Knowledge Answers
Incident Summarization
Communication Generation
Incident from Voice/Chat/Email
Knowledge Creation
Incident, Problem related records creation
and more!

Domain Knowledge
Agentforce IT is modeled around the ITIL framework. While you are researching this product as a partner, there may be terms and concepts that you have to learn or you have to use with your IT focused customers. Make sure to find or follow a trusted ITIL resource when doing your research.

If you are beginner, try the Atlassian resource site. It has the least amount of advertisement on it and delivers easy to read information.

Org Difference!
It is important to remember that the Employee Service (HR Service and Agentforce IT Service) products will require a separate Salesforce org. These products may not be used if the org is also used as the CRM with customer data and processes within it.

Must visit resources!

Product Overview: for product description, high level use cases and pricing
Release Documentation: for Agentforce IT the GA Information is currently in the Release Notes
Help Documentation: for technical setup of Agentforce IT Service
Product Decoded - Agentforce IT Service: Initial enablement session in Partner Learning Camp
Agentforce IT Service First Call Deck: Partner version is available in our Partner Community

Enablement

Get started with these Agentforce Service HR and IT Services Partner enablement tools.

Enablement

Events

Grow your skills and knowledge through content customized for you. Join us for virtual and in-person events to expand your expertise as an implementation expert!

Visit Events Site

Enablement

Service Cloud Consultant Badge

This credential is for individuals who want to demonstrate their skills and knowledge in configuring and using B2B Commerce in the context of sample apps and real-world implementations.

Learn About Exam

Collaboration

Get involved with these Agentforce Service HR and IT Services Partner enablement collaboration channels.

Collaboration

Partner Community

Join the offical Salesforce Service Cloud Experts group on Partner community and join Trailblazers from around the world.

Visit Partner Community

Demo Org Access

Where do I get access to a Agentforce Service HR and IT Services Demo / Developer org?

For the HR Services product, demo orgs are available in Partner Learning Camp. As partners, you will have to work on developing the demo within the organizational structures.

Using the Simple Demo Org
The Simple Demo org has data and all the licensing necessary for mocking up an HR Service use case. You may have to move around configurations to work within the HR Service data model. This means that no customers exist, only Service Staff, Internal Managers and Employee Users.

There is a guide for the Simple Demo Org in resources.

Using the Clean Demo Org
The Clean Demo org should have all the licensing necessary for mocking up an HR Service use case. You can create a few users within the model of the HR Service Center. You may have to create a few other items such as assets or knowledge depending on how you would like to explore the use cases.

For the Agentforce IT Service product

If you have a qualified opportunity, then the customers' Account Executive can help you get up and running with licensing for an org to demo. Please contact your Partner Account Manager and your customers' Account Executive to see if this qualifies.

The Simple Demo Org is not yet provisioned with Agentforce IT Service.
To request an org for a few days of review, request it through this form. We will review your request and get back to you.

Resources

Resource	Description	Added/Updated
Agentforce IT Service: Product Decoded	View a partner ready session based on what Salesforce serves internally for the Agentforce IT Service product.	October 2025
Agentforce IT Service: First Call Deck	First Call deck for Partners to share messaging with customers.	October 2025
Agentforce IT Service: Discovery Template	Questions to consider for your customer conversation.	October 2025
Agentforce IT Service: Help System	Help System for context and technical information. Includes Trailheads	October 2025
Agentforce IT Service Keynote: Reinvent Employee Experiences	Dreamforce Keynote	October 2025
Agentforce IT Service: Top 3 Takeaways at Dreamforce	Dreamforce Session	October 2025
Agentforce IT Service: Salesforce to Enter the ITSM Market	IT : Pre-release interview	September 2025
Agentforce IT Service: 5 Tips to Deliver Agentforce IT Service in Slack	Dreamforce Session	October 2025
Agentforce IT Service: Inside Agentforce IT Service: What Customers Really Think	Dreamforce Session	October 2025
IT Service: What is ITIL? A guide to ITIL and its place in modern ITSM	Atlassian site that discusses ITIL	October 2025
IT Service: PeopleCert ITIL 4 Foundation	Company that owns the ITIL framework	October 2025
HR Service: Product Decoded Agentforce for Employee Agents	View a partner ready session based on what Salesforce serves internally for the HR Service product.	October 2025
HR Service: Smarter Employee Support with HR Service and Agentforce	Dreamforce Session	October 2025
HR Service Demo	Demo video for HR Service	September 2025
HR Service: 3 Tips for Delivering Employee Service with AI	Blog post for HR Service	September 2025
HR Service: A Complete Guide with Benefits & Examples	Whitepaper for HR Service	September 2025
HR Service: Agentforce for Employee Agents Product Decoded	Product Decoded breaks down the new product for partners, just like we do for our own employees.	September 2025
HR Service: Best Benefit: Smarter Employee Support With Agentforce	Video presentation for HR Service	September 2025
HR Service: Employee Service NPI Release Presentation	NPI presentation	March 2025
HR Service: Employee Service Partner NPI Session Playback	Original GTM session held for partners interested in Employee Service	March 2025
HR Service: First Call Deck	First Call deck for HR Service	September 2025
HR Service: Help Guide for HREmployee Service	Salesforce Help System	September 2025
HR Service: IT and HR questions 24/7 for Salesforce employees	Customer Story for HR Service	September 2025
HR Service: SDO Setup	SDO Instructions	September 2025
HR Service: SF on SF Story	Salesforce's own use of HR Service	September 2025

Getting Started

Step by Step Guide to getting started with Agentforce Service HR and IT Services

Step 1 - Join the Partner Community

Step 2 - Access the Partner Learning Camp

Step 3 - Participate

Partner Pocket Guide

Partner
Pocket Guide

Agentforce Service HR and IT Services

Agentforce Service HR and IT Services

Agentforce HR Service

Agentforce IT Service

Enablement

Events

Service Cloud Consultant Badge

Collaboration

Partner Community

Demo Org Access

Resources

Getting Started

Step by Step Guide to getting started with Agentforce Service HR and IT Services

Step 1 - Join the Partner Community

Step 2 - Access the Partner Learning Camp

Step 3 - Participate

Partner Pocket Guide

PartnerPocket Guide

Agentforce Service HR and IT Services

Agentforce Service HR and IT Services

Agentforce HR Service

Agentforce IT Service

Enablement

Events

Service Cloud Consultant Badge

Collaboration

Partner Community

Demo Org Access

Resources

Partner
Pocket Guide