# Salesforce is entering ITSM with a Slack-first agent model

Markdown copy of https://realalpha.app/s/salesforce-is-entering-itsm-with-a-slack-first-agent-model/ on Real Alpha, the best minutes from long interviews with the people building AI. Cite and link the page, not this copy.

- Speaker: [Marc Benioff](https://realalpha.app/builders/marc-benioff/) · Marc Benioff is cofounder and CEO of Salesforce. · Founded Salesforce in 1999, pioneering cloud computing and building one of the world's leading enterprise software companies.
- Host: [Logan Bartlett](https://realalpha.app/people/logan-bartlett/) · Software Investor, Redpoint Ventures · Backs enterprise software companies like Ramp, Cribl, Cyera and Legora.
- Show: The Logan Bartlett Show
- Episode: [Marc Benioff Predicts Half of Conversations Will be With AI Agents Next Year](https://realalpha.app/v/0RkNkGihrvc/), Aug 29, 2025
- Moment: 8:11 to 12:25 of the episode (4 min), playing on https://realalpha.app/s/salesforce-is-entering-itsm-with-a-slack-first-agent-model/; the episode from there: https://realalpha.app/v/0RkNkGihrvc/?t=491

## Quote

> “the system of record the agentic layer the LLM all have to be **integrated together**”
> — [Marc Benioff](https://realalpha.app/builders/marc-benioff/) at [11:48](https://realalpha.app/v/0RkNkGihrvc/?t=708) · The Logan Bartlett Show

## Takeaways

1. Salesforce is building an agentic ITSM product on Slack.
2. Benioff contrasts Slack's reach with ServiceNow's company count.
3. Field workers and agents share context stored in the system of record.

## About this segment

Marc Benioff describes Salesforce's Slack-first, agentic entry into ITSM and its integrated approach to workers, agents and records. An Eaton field-service example shows how context can carry across visits.

From “Marc Benioff Predicts Half of Conversations Will be With AI Agents Next Year”, Aug 29, 2025. [Watch the full episode](https://realalpha.app/v/0RkNkGihrvc/)

## Transcript

From the transcript The Logan Bartlett Show publishes with the episode.

[8:17](https://realalpha.app/v/0RkNkGihrvc/?t=497) I don't know what percentage you guys have of the CRM market I used Claude before this and it said 26% was the number I got and service now was 44% of ITSM or something one question we've been wrestling with is like do you think we're going to see just much more federation and like this generation of companies that are being founded right now might pick off a percentage point or two here or there and the market overall will grow and so it's you know arising tide for everyone but it's going to be really hard for net new businesses to have that level of penetration that you guys and service now and work day and whoever ever whoever else has been able to achieve well I hope you'll come to dream force and you'll see actually we have a we've never been in the ITSM market before so we're got entering and we're build it on slack you know so

[9:06](https://realalpha.app/v/0RkNkGihrvc/?t=546) it's a slack first app it's agentic also so it's agentic it's slack first and I mean service now is a great company they you know I think they automate like 9,000 companies I don't know what the number is that they have but slack is out of million companies and those million companies they're you know small and medium and large and extra large just because all you know sales force sells to the five major segments of business that the I all of the IT world and slack is one of those products that we do that with and that idea that we're entering the market for ITSM but it's you know a whole different kind of architecture but it's the architecture that we're talking about which is we have to have humans at agents working together and that when we're you know managing you know our assets in our

[9:52](https://realalpha.app/v/0RkNkGihrvc/?t=592) company or you know really kind of providing that kind of you know database to really understand the change configuration you know agentic capability is very powerful and then if you can provide it right on your phone in slack that's really a next generation UI and we're doing that with all of our products so all of our products so like our sales cloud which we've talked about you know for decades it's become an agentic sales our service cloud is agentic service even our marketing cloud where you know we do 11 trillion emails every single year those are all one way conversations today you know you're going to see a dream force those are all going to become two way conversations and it's because you're going to have an agentic on the end of that having a conversation with those customers and I'll tell you like even you know

[10:39](https://realalpha.app/v/0RkNkGihrvc/?t=639) in my home I have an air-stream trailer outside and it's hooked on to the power grid you know with this device from a company called Eaton and they've been a customerverse for years they've done you know their sales and service on us but we have this field service product that we also now have made agentic and so when the field service agent from Eaton shows up not only are they like on their phone you can see the app by the way it's on the app store not only are they looking at all my information oh it's marked many off here's his home you know here's his air stream we got this working or I don't understand why this is not working he's not by himself he's with the agent he can interact with the agent and the user interface exactly is your kind of describing that kind of you know large language model interface and trying to figure out what's going to work what's

[11:24](https://realalpha.app/v/0RkNkGihrvc/?t=684) not going to work and then all of that is going to get stored into the system of record so that when the next agent comes out it affects my you know power system again it's all right there in front of them because that's going to be the nature field service you know even like when we work with PG&E on their wildfire prevention they're out there with our field service app where they're looking at every powerful and every branch and every piece but they're not alone the agentic layer is with them it's humans and agents working together but the system of record the agentic layer the LLM all have to be integrated together you know it's that we talked about this actually nine months ago I remember the data layer the data foundation the application layer and the agentic layer are the three core layers of how applications are working going forward and that's well at least

[12:15](https://realalpha.app/v/0RkNkGihrvc/?t=735) that's how I use them every single day and maybe you have a different way even when I'm using