Evidence boundary: The selection and intended workflows are explicit, but implementation start, contract status, go-live and complete ServiceNow retirement are not established.
What was reported
The attributed earnings-call statement names ticket deflection, hardware provisioning and incident management as the intended Agentforce IT Service workloads.
Verified facts
- ServiceNow is the named source platform.
- Salesforce Agentforce IT Service, also described as Agentforce ITSM, is the destination.
- The selection was disclosed on 27 May 2026.
- Ticket deflection, hardware provisioning and incident management are within the stated scope.
What is not established
- McAfee has not published its own confirmation.
- No implementation partner or deployment timetable is public.
- It is unknown whether ServiceNow will remain for other workflows.
PlatformTrace analysis
This is a verified selection-stage replacement event and must not be described as an implemented or completed migration.
Sources
- Official Salesforce fiscal-Q1 2027 results release, 27 May 2026.
- Transcript preserving Marc Benioff’s McAfee replacement statement.
Corrections and updates
No correction is currently open. Material changes or contradictions will be dated rather than silently overwritten.