TeamViewer & Salesforce launch AI-powered IT support integration
TeamViewer has launched a new integration with Salesforce's Agentforce IT Service, combining digital employee experience monitoring, remote connectivity, and AI-driven support within the Salesforce platform.
This integration is designed to streamline IT support processes for organisations, aiming to reduce downtime, minimise disruptions, and enhance productivity as businesses become increasingly dependent on digital tools and remote support.
Remote support within Salesforce
The integration enables IT agents to launch TeamViewer remote support sessions directly from the Salesforce interface. This allows for immediate response to technical support requests without the need for users to switch between multiple platforms, thereby reducing friction and improving efficiency for both IT teams and end users.
TeamViewer's Digital Employee Experience (DEX) component continuously monitors endpoints and applications within the Salesforce environment. This proactive monitoring helps IT departments identify and address performance issues before they escalate and impact employees in their daily activities.
AI-driven diagnostics and knowledge retention
The integration brings AI-powered diagnostics to Agentforce IT Service. Through TeamViewer Intelligence, the system can provide root cause suggestions, facilitate auto-resolutions, and generate post-session summaries. These summaries are automatically logged in Salesforce, supporting better documentation and knowledge retention for future troubleshooting.
Key features include the Session Insights tool, which automatically documents remote support sessions with smart tags and detailed, step-by-step resolution records. These records can be added to Agentforce IT Service tickets, ensuring a full audit trail and the transfer of knowledge within IT teams.
The CoPilot feature further enhances support by analysing devices in context, pinpointing root causes, suggesting potential solutions, and helping reduce the time spent resolving technical issues.
Expert perspectives
"We're 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 agentic," said Alex Wallner, CEO Central Europe, Salesforce.
"Integrating TeamViewer with Agentforce IT Service helps deliver an agentic, AI-powered solution that helps execute IT operations," said Oliver Steil, Chief Executive Officer at TeamViewer. "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 drive a more resilient and productive digital workplace."
The solution is aimed at organisations that wish to optimise their digital workplace support while allowing IT teams to focus on more strategic initiatives. The system is scalable and designed to support a growing user base and expanding technology stacks, ensuring consistent device and application performance.
Deployment and ecosystem benefits
The new integration will be available to customers via Agentforce IT Service, with activation done directly through a licensed TeamViewer account. This is intended to allow immediate usability for IT departments without the need for extended rollout processes.
The collaboration builds on the established partnership between TeamViewer and Salesforce, which serves IT and after-sales teams in a variety of industries. Using TeamViewer Tensor, support agents can access both IT and operational technology devices securely to carry out diagnostics and resolve issues remotely. In addition, the Assist AR function provides visual guidance in real time for more complex support cases.
Session data, transcripts, and AI-generated summaries generated during remote support are recorded in Salesforce, supporting compliance and knowledge management. The integration with Slack further aids team communication and streamlines the resolution process.
TeamViewer, headquartered in Göppingen, Germany, reported revenue of approximately EUR €671 million for 2024 and employs around 1,900 staff worldwide. Its digital workplace solutions are used by SMEs and large enterprises to improve productivity, reduce downtime, and enhance digital workflows. The company continues to pursue integrations with other technology partners as organisations grapple with digital transformation, remote working trends, and rising demands on IT support teams.
