Introduction
Think of a world where over 80% of visitor queries get resolved instantly, IT tickets vanish before employees notice, and workflows self-optimize in real time. In 2025, this is no longer just something we aspire to, but a reality businesses are unlocking with AI agents. But with giants like Salesforce Agentforce and ServiceNow AI Agents dominating the market, how do you choose the right AI agent platform?
The stakes are high: pick the wrong platform, and you risk disjointed workflows, wasted budgets, and missed growth. But choose wisely, and you’ll transform efficiency, customer loyalty, and ROI.
So, today Cymetrix Software, a leading AI Consulting Company is here to dissect these two AI powerhouses—their strengths, weaknesses, and ideal use cases—so you can invest with confidence.
What is the difference between Agentforce and Servicenow AI agents?
Agentforce is an AI agents platform by Salesforce that enables you to build autonomous AI agents that provides specialised, always-on support to employees or customers. ServiceNow AI Agents, on the other hand, are designed to automate IT workflows and improve the efficiency of IT service.
Let’s take a look at the key differences between Servicenow and Agentforce:
1. Agentforce vs Servicenow: What is the core difference?
Salesforce Agentforce
Agentforce is built for businesses that live and breathe customer-centricity. Embedded natively in Salesforce’s ecosystem (Sales Cloud, Service Cloud, Marketing Cloud and Commerce Cloud), it leverages real-time CRM data to:
- Resolve customer cases autonomously using Einstein AI’s predictive insights.
- Automate hyper-personalized marketing campaigns, like a retail brand boosting conversions with AI-driven product recommendations.
- Turn sales pipelines into self-driving engines with AI agents that prioritize leads, forecast revenue, and even draft follow-up emails.
ServiceNow AI Agents
ServiceNow’s strength lies in orchestrating complex workflows across IT, HR, and operations. Its AI Agent Orchestrator acts like a symphony conductor, coordinating specialized agents to:
- Slash IT resolution times by auto-classifying tickets and pulling data from 50+ systems.
- Automate HR onboarding (e.g., a Fortune 500 company reduced onboarding cycles from 14 days to 2).
- Monitor security threats 24/7, with agents resolving vulnerabilities before they escalate.
2. What are the AI Capabilities of Agentforce and Servicenow?
3. What are the use cases of Agentforce and Servicenow AI agents?
4.Out-of-the-Box Agents offered by Agentforce & Servicenow
Agentforce:
- Service Agent, Sales Development Rep, Sales Coach, Personal Shopper, Campaign Agent, and more.
- Agents dynamically adapt to topics, trigger multiple actions, and integrate with Salesforce Flows and Apex for robust workflow automation.
- Best for customer service, sales, marketing, and any CRM-centric scenario.
ServiceNow:
- Skills-based agents for Technology, Employee, Customer, Creator, and Platform workflows.
- Excels in ITSM, HR, and cross-functional process automation.
- AI Agent Orchestrator allows deployment and management of thousands of specialized agents across business units
5. Servicenow vs Agentforce: Data Security & Trust
6. How does Agentforce differ from Servicenow in terms of Scalability & Security?
Agentforce:
- Hyper-Personalization at Scale: Processes 50+ trillion records in Salesforce Data Cloud to deliver 1:1 customer experiences.
- Einstein Trust Layer: Mask sensitive data in AI interactions (e.g., hiding credit card numbers during agent chats).
- Proven Growth: Heathrow Airport uses Agentforce AI agents to personalize experiences for 83 million passengers per year.
ServiceNow:
- Multi-Agent Governance: Define rules for how HR, IT, and security agents collaborate (e.g., restricting access to financial data).
- FedRAMP Compliance: Meets strict standards for government and healthcare clients.
- Self-Healing IT: Agents predict server outages 72 hours in advance—and auto-fix them.
Servicenow vs Agentforce: What’s the verdict?
When it comes down to choosing between any two platforms, you always first need to understand your specific business needs, budget and growth plans.
Are you looking for an autonomous solution to provide 24/7 support to your team and employees across functional departments? If so, Agentforce is the solution you’re looking for, however, if you’re looking for a solution to automate IT workflows and improve the efficiency, Servicenow might be the right choice for you.
However, if you’re still feeling confused and are unsure about which solution might get you the best ROI, feel free to get in touch with our AI Consulting team. They will thoroughly understand your requirement to suggest the best solution based on your specific needs.
