TeamViewer has announced the integration of its Digital Employee Experience (DEX), Remote Connectivity, and Intelligence capabilities with Salesforce’s new Agentforce IT Service ahead of Dreamforce 2025. The collaboration aims to equip IT teams with AI-driven tools to improve operational efficiency, resolve issues faster, and maintain business continuity.
In Singapore’s highly connected economy, even brief IT disruptions can have significant financial consequences and undermine customer confidence. At the same time, a shortage of skilled IT professionals is making it more difficult for organisations to manage increasingly complex digital environments. Automation and AI are emerging as essential solutions, reducing the burden on IT departments, boosting employee productivity, and minimising downtime.
Proactive monitoring and seamless support
With employees relying on a growing number of devices and applications, disruptions are inevitable. TeamViewer DEX monitors the digital workplace in real time across endpoints and apps, detecting and addressing potential issues before they escalate. By automatically resolving many recurring problems, the platform helps employees stay focused on their work rather than IT troubleshooting, while allowing IT teams to focus on strategic initiatives.
Built to scale with organisational needs, DEX maintains consistent performance and support as device and user numbers grow. For incidents that require direct intervention, TeamViewer Tensor enables IT teams to access and manage systems remotely from within Salesforce, ensuring quick resolutions and uninterrupted workflows.
AI intelligence for smarter IT operations
The integration also extends Agentforce IT Service with TeamViewer Intelligence, an AI-driven solution that transforms how users interact with automated remediations. By enabling autonomous issue resolution without disrupting workflows, TeamViewer Intelligence enhances IT operations with deeper insights and improved decision-making.
Among its core features is Session Insights, which automatically records support sessions with smart tags and detailed step-by-step resolution histories. These can be added directly to Agentforce IT Service tickets, ensuring full auditability and knowledge continuity. Another feature, CoPilot, analyses devices in context to identify root causes, recommend effective solutions, and reduce time spent on troubleshooting.
“We are building Agentforce IT Service to transform IT from a reactive, ticket-based model to a proactive, conversational, and agentic solution. TeamViewer brings deep expertise in remote connectivity and Digital Employee Experience, making the future of IT support truly agentic,” said Alex Wallner, CEO Central Europe, Salesforce.
Oliver Steil, Chief Executive Officer at TeamViewer, added: “Integrating TeamViewer with Agentforce IT Service delivers an agentic, AI-powered solution that supports IT operations. This integration puts intelligent guidance and actionable insights directly into the workflow, enabling IT teams to resolve issues with greater precision, anticipate needs proactively, and create a more resilient and productive digital workplace.”
Seamless activation and continued collaboration
The integration will be available within Agentforce IT Service, allowing customers to activate it directly using their existing TeamViewer licences. This approach ensures a straightforward setup and immediate usability for IT teams.
The announcement marks the latest step in TeamViewer’s long-standing collaboration with Salesforce, which has helped IT and after-sales teams across industries improve service quality and response times. Through TeamViewer Tensor, agents can securely access IT and operational technology (OT) devices to diagnose and resolve issues, while Assist AR offers real-time visual guidance. All session data, transcripts, and AI-generated summaries are recorded in Salesforce for improved auditability, and integration with Slack further enhances collaboration and issue resolution.
