Salesforce recently announced that its AI agent layer has handled 1.5 million customer interactions and enabled them to cut nearly 4,000 support roles while still maintaining satisfaction scores. As BMC begins the process of ‘sun setting’ Helix Remedyforce, there is no better time than now to shift your IT service operations to the AI native Salesforce platform.

The Imperative: Move On, Evolve Smartly

As BMC Helix Remedyforce approaches retirement, ITSM customers using legacy systems are facing a deadline. But, if your organization has already invested in custom applications, CRM or service cloud on Salesforce, the transition does not have to be painful — it can be transformational. By embracing Salesforce ITSM, you are future proofing your delivery, protecting your technical investments, and paving the way for innovation, scalability, and cost savings.

Why Salesforce ITSM Is Your Strategic Advantage

  1. 1. Native, Unified Experience

    The revamped ITSM suite encompasses essential IT capabilities, such as Incident, Problem, Request, and Change processes, as well as a refined Self-Service Portal, complete mobile support, and integrated CMDB & Asset Management. You will receive a 360° “holographic” view of your configuration items and assets, all from a singular pane.

  2. 2. Smooth Migration Path

    This service launches a new Salesforce org that is built specifically for internal service delivery processes – while keeping IT Data separate from external customer workflows, it can still be integrated with your current CRM solutions.

  3. 3. Rich out-of-box Capabilities

    Salesforce’s ITSM has native integration with Slack and Microsoft Teams, allowing agents, approvers, and business users to collaborate in real-time. The reduction in email correspondence, context switching, and time delays gives you an ROI from day one.

  4. 4. Employee-Centric Org Design

    This solution spins up a fresh Salesforce org designed specifically for internal service delivery — keeping downstream systems (like IT data) separate from upstream workflows (customer workflows) while also allowing for rich integration with your current CRM providers.

  5. 5. Collaboration & Productivity Built In

    Salesforce’s new ITSM integrates seamlessly with Slack and Microsoft Teams, allowing agents, approvers, and business users to communicate and collaborate in real time. As a result, the reduction in emails, context switching, and delays results in an ROI from day one.

  6. 6. AI That Elevates, Not Replaces

    Salesforce’s Agent force AI brings generative, predictive, and conversational intelligence to the ITSM suite of offerings. The ITSM becomes a proactive co-pilot to help you manage your incidents through auto-triage, surfacing solutions, and escalating issues, rather than solely a ticketing machine.

Navigating Data Retention, Storage & Compliance

A real concern when migrating is historical data management — maintaining compliance while not bloating your production org. Salesforce has given users multiple overlapping options:

  • Backup & Recovery: Leverage Salesforce-native Backup & Recovery or utilize a third-party solution, such as OwnBackup, to take daily snapshots. This gives you the disaster recovery you need while also freeing up live storage.
  • External Archival Integration: Archive your older records for an object storage system such as AWS or Azure. Emergys can provide you with a complete solution to help you build a “data lake” for legacy data that can still be integrated into analytics platforms such as Power BI to keep your production org lean.
  • Smart Retention Policies: You may also set retention rules so only required or recent data is kept live and all previous records are archived. This can help to balance performance, compliance, and cost management.

A Future-Proof Choice — Not a Risk

While opting for a multi-vendor solution can be tempting, the reality is that every new system introduces friction, integration effort, and operational load. With Salesforce’s ITSM solution, you will receive:

  • Reduction of vendor sprawl — one platform to manage.
  • Better ROI on existing and future Salesforce investments including any apps and workflows you may have built on the platform.
  • Faster time to value – with native data, unified access, and tight AI integration.
  • Agility for future change – evolve our IT operations as your business evolves.

Final Thoughts

As BMC Helix Remedyforce nears the conclusion of its lifecycle, this shift is more than just a technological upgrade; it’s a chance to rethink how IT service management can serve your business. Salesforce ITSM brings together everything that today’s IT leaders need: agility, automation, collaboration, and AI-driven intelligence, all in the trusted Salesforce ecosystem. It not only supports digital transformation; it speeds transformation into a more responsive, resilient, and future-ready IT environment.

At Emergys, we assist organizations with this evolution with precision and confidence. From migration planning to platform optimization to AI enablement to engagement, our experts in Salesforce and ITSM ensure you’re undertaking a journey from Remedyforce to Salesforce ITSM is painless, secure, and aligned with strategic business outcomes. Trust Emergys to accelerate your IT operation to a place of innovation, intelligence, and measurable impact.

Related Posts

Library