We built service management on Salesforce. Now we implement Salesforce's.
Cadalys has worked on the Salesforce platform since 2008 and has been building service management natively on it since 2019. Our Agentforce IT Service practice puts that platform depth to work, with Cadalys-built AI accelerators that shorten every phase from first workshop to go-live.
Not a consultancy that learned ITSM. An ITSM builder that consults and implements.
Most system integrators learned service management from the outside in. We learned it by shipping it: ITIL processes, CMDB and discovery, knowledge management, and Agentforce-powered automation, all engineered natively on the same platform Agentforce IT Service runs on.
That changes what an implementation looks like. Years of building on the platform's service data model taught us how much it can do: how to extend it cleanly, how to shape a CMDB that AI agents can reason over, which legacy workflows deserve translation and which deserve a rethink. The platform rewards teams who know it deeply, and few know it the way its builders do.
Our accelerators handle the mechanical work of an implementation, so engagement hours go to judgment, design, and adoption instead of data entry. The result: shorter timelines, business cases built on your own data, and an ITSM that works better for your people and is ready for your AI agents.
Founded in the Salesforce ecosystem
Nearly two decades of designing and delivering on the platform, from consulting roots to product engineering.
Began building service management natively
ITIL processes, CMDB and discovery, and knowledge management, engineered as software on the Salesforce platform.
Agentforce IT Service practice
A dedicated implementation practice pairing platform-native service management depth with Cadalys-built AI delivery tooling.
Twenty implementation accelerators, built and maintained by Cadalys
Proprietary AI tooling built and tested by our engineering team and brought to every Cadalys engagement. It compresses the timeline at every phase of an implementation. A sample:
Migration Engine
Live schema introspection plus AI mapping from your current ITSM. Records, ticket history, knowledge, and workflow drafts, with a human review gate at every phase.
CMDB Configurator
Reads CI inventories from spreadsheets, discovery tools, or a legacy CMDB, separates signal from clutter, and configures a right-sized Salesforce CMDB.
Knowledge Refinery
Dedupes, rewrites, and gap-fills legacy knowledge into agent-consumable articles tied to your highest-volume ticket drivers.
Agent Readiness Testing
Generates thousands of realistic employee conversations from your own ticket taxonomy and scores agent responses before launch, then after every change.
SLED Compliance Pack
Compliance framework mapping, records retention and public-records export for agent conversations, and accessibility assurance for ADA Title II obligations.
And fifteen more
We would rather show you the rest than publish them. Ask for the full Cadalys Velocity briefing.
Upgrading to Salesforce from a legacy ITSM should not feel like a leap of faith
Our Migration Engine introspects your live source system, so the plan reflects your actual configuration and customizations, not the vendor's documentation.
Your system, as it actually is
We read the live source: every table, every custom field, every choice list. Years of customization, captured in hours.
AI-proposed, human-approved
Our AI proposes field-level mappings, value translations, and a disposition for every custom field. Your team and ours review and sign off before a single record moves.
Records, history, knowledge, workflows
Tickets with full conversation history, knowledge articles, CIs, and workflow drafts, loaded idempotently with complete source traceability.
Every migration starts with a readiness report: object-by-object coverage, every gap named, every workflow given a verdict of translate, modernize into agent behavior, or retire. You see the whole picture before you commit to anything. Six industry-common source systems supported: the enterprise ITSM platforms your team already knows, plus homegrown tools and spreadsheets.
Built for how the public sector actually buys and operates
SLED is not one market. We treat each segment on its own terms, with the procurement, compliance, and operational realities that come with it.
State agencies
GovRAMP and FedRAMP authorization requirements, CJIS-adjacent workloads, consolidation initiatives, and fiscal-year procurement cycles.
Local government
Cooperative purchasing, lean IT teams, shared-services models, and end-of-life ITSM replacements ahead of hard vendor deadlines.
K-12 education
FERPA and state student data privacy, 1:1 device fleets where asset management leads, and back-to-school surge readiness.
Higher education
Federated IT, student-worker help desks with constant turnover, SIS integrations, and academic-calendar demand patterns.
Agent conversations with employees can be public records. Our SLED Compliance Pack ships records retention mapped to your state's schedule, public-records export with AI-assisted redaction, AI governance policy templates your board will recognize, and WCAG 2.1 AA accessibility assurance for ADA Title II obligations now in force. It builds on the platform's own credentials, including FedRAMP High authorization for Agentforce in Salesforce Government Cloud Plus. The questions that stall public-sector AI projects for months, answered on day one.
Start with a working session
In one session we will walk your service landscape, show the accelerators against scenarios like yours, and leave you with a concrete view of scope and timeline.
When you are ready for numbers, our analysis runs on aggregate ticket metadata, categories, volumes, and resolution codes, with no descriptions and no names, or entirely inside your own environment. Nothing sensitive leaves your control. Velocity accelerators run in dedicated single-engagement environments governed by the same control framework as our SOC 2 Type II certified products, and are decommissioned when the work is done.
Talk to the practice