TeamViewer has announced the integration of its Digital Employee Experience (DEX), remote connectivity, and AI capabilities with Salesforce’s new Agentforce IT Service.
This collaboration aims to address the challenges faced by businesses in Singapore's highly connected economy, where even brief IT disruptions can lead to costly downtime and erode customer trust.
As organisations grapple with a shortage of skilled IT professionals, managing increasingly complex digital environments becomes more difficult. Automated monitoring and AI-driven solutions are essential for alleviating the burden on IT teams, keeping employees productive, and ensuring that critical operations continue without interruption.
TeamViewer's DEX continuously monitors the digital workplace in real time across various endpoints and applications, detecting and resolving issues before they disrupt workflow.
By automatically fixing many recurring problems, it allows staff to focus on their core responsibilities rather than being sidetracked by IT troubleshooting.
This frees IT teams to concentrate on more strategic tasks. DEX is designed to scale with an organisation, ensuring consistent performance and support as the number of devices and users increases.
For cases requiring human intervention, TeamViewer Tensor enables IT personnel to step in remotely without leaving Salesforce, ensuring rapid resolutions and a seamless workflow.
Additionally, the integration enhances Agentforce IT Service with TeamViewer Intelligence, providing a sophisticated agentic AI solution. This integration transforms how end users engage with automated remediation, facilitating autonomous issue resolution without interrupting their work.
TeamViewer Intelligence enriches the process by capturing session details and offering AI-driven insights, which help IT teams quickly identify root causes, prevent recurring issues, and maintain a more reliable digital workplace.
Key features include Session Insights, which automatically documents support sessions with smart tags and step-by-step resolution records that can be incorporated directly into Agentforce IT Service tickets, ensuring full auditability and knowledge continuity. CoPilot further analyses devices to pinpoint root causes, suggest effective solutions, and reduce troubleshooting time.
