TeamViewer boosts Salesforce Agentforce IT Service via integration

TeamViewer has integrated its software capabilities with Salesforce’s newly developed Agentforce IT Service.

The integration extends Agentforce IT Service with TeamViewer Intelligence to deliver an agentic AI solution. These capabilities transform how end users engage with automated remediations, supporting autonomous issue resolution without disrupting their work. 

TeamViewer Intelligence includes Digital Employee Experience (DEX), remote connectivity, and AI capabilities. It captures session details and delivers AI-driven insights that help IT teams quickly identify root causes, prevent recurring issues, and maintain a more reliable digital workplace.

Integrating TeamViewer with Agentforce IT Service also helps to deliver an agentic, AI-powered solution that helps execute IT operations, said TeamViewer chief executive officer Oliver Steil.

“This integration puts intelligent guidance and actionable insights directly into the workflow,” he said. “This enables IT teams to resolve issues with greater precision, anticipate needs proactively, and drive a more resilient and productive digital workplace.”

With employees relying on a growing stack of apps and devices, disruptions are inevitable. 

TeamViewer DEX continuously monitors the digital workplace in real time across endpoints and applications, detecting and fixing issues before they derail the workday.

By automatically resolving many recurring problems, it keeps staff focused on their jobs instead of losing time to IT troubleshooting, while freeing IT teams to concentrate on more strategic tasks.

Built to scale with an organisation, DEX ensures consistent performance and support as the number of devices and users grows.

“If you look at the traditional MSP tech stack today, usually what they’re using is some type of remote monitoring and management tool which provides a lot of answer or provides a lot of alerts,” said TeamViewer vice president strategic technology Andrew Hewitt.

While these tools offer notifications about what’s happening in an environment, it’s not able to contextualise that “within that business need”, he told ARN in an interview.

“What we’re bringing to those MSPs now is real data about the impact of change that they’re making. Whether that’s from a security, operational or an experience perspective, they can better understand the state of their employee experience, the state of compliance and the state of the security agents that are running on their device.”

This allows TeamViewer to get real time data to inform all of that to the MSP.

“Being able to have that across a wide swath of customers,” said Hewitt. “Most are going to be multi-tenant environments that are managing multiple different customers having the ability know what the real data is a big benefit.”

Another key benefit Hewitt spoke about was TeamViewer’s closing of the gap when it came to “both the identification and the remediation of vulnerabilities”.

“That’s a huge advantage when you think about a bad actor—they thrive off of time,” he said. “If I am waiting a minute, two minutes, five minutes, an hour, to remediate an issue, that’s just expanding that amount of time that actor has to do a bunch of stuff in my environment that I don’t want to happen.

“The second piece of that is, of course, the remediation—how quickly can a patch, fix or policy change be deployed across the whole environment.”

That means if there’s 15,000 devices an MSP is managing, in terms of scale they will be able to tell “every single device that has that particular vulnerability on it and pull that data really quickly”, Hewitt said.

Combined with TeamViewer Tensor, agents can securely access IT and OT devices to diagnose and resolve issues, while Assist AR provides real-time visual guidance.

Additionally, the integration with Salesforce session data allows transcripts and AI-generated summaries to be captured for auditability, while integration with Slack streamlines collaboration and resolution.