TeamViewer has announced the integration of its Digital Employee Experience (DEX), remote connectivity and artificial intelligence (AI) features with Salesforce’s new Agentforce IT Service, as presented during Dreamforce 2025.
As organisations rely on an expanding mix of applications and devices, interruptions to digital workspaces are increasingly common. TeamViewer DEX provides real-time monitoring across endpoints and applications to detect and resolve issues before they interrupt workflows. It resolves recurring problems automatically, allowing employees to stay focused on their tasks and enabling IT teams to concentrate on long-term priorities. The system is designed to scale with an organisation, maintaining performance and support across growing numbers of users and devices.
For issues that do require manual intervention, TeamViewer Tensor enables IT personnel to access devices remotely without leaving Salesforce, allowing for prompt case resolution and uninterrupted workflow.
The integration also extends Agentforce IT Service and the broader Agentforce framework with TeamViewer Intelligence. This offers an agentic AI system that allows for autonomous issue resolution, supporting users without affecting productivity. TeamViewer Intelligence captures session data and provides AI-generated insights to help IT teams diagnose root causes, prevent repeated issues and maintain consistency across the digital workspace.
Key features include Session Insights, which documents support sessions with intelligent tagging and step-by-step resolution records that can be linked directly to Agentforce IT Service tickets, maintaining full visibility and continuity. The CoPilot feature evaluates devices in their current context, identifies underlying causes, suggests resolutions and helps reduce time spent on troubleshooting.
“By embedding TeamViewer into Salesforce Agentforce IT Service, we’re delivering a truly agentic, AI-powered solution that transforms how IT operations are executed,” 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 integration is available natively within Salesforce Agentforce IT Service. Customers can activate it directly with their TeamViewer licence, without needing to download an additional package from Salesforce AppExchange. This direct integration is designed to offer quick deployment and seamless use for IT departments.
This development builds on TeamViewer’s previous collaborations with Salesforce, supporting IT and after-sales teams in various sectors. With TeamViewer Tensor, agents can securely access IT and operational technology (OT) devices for issue diagnosis and resolution, while Assist AR provides live visual assistance. Session data, transcripts and AI-generated summaries are stored in Salesforce to support audit trails, and integration with Slack facilitates cross-team collaboration.
