You are here:
Agentforce for IT Service
Agentforce for IT Service automates workflows for employees, IT teams, and release managers. Employees can request catalog items, report issues, and track tickets. IT teams can investigate and resolve issues through real-time collaboration and expert swarming.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
- Agentforce Permission Sets for IT Fulfillers and Employees
Review the required permissions for your employees and IT teams to use Agentforce for IT services. - Set Up Agentforce for IT Services
Enable the required settings and create agents for your employees and IT team using the templates. - Considerations and Limitations for Agentforce in IT Service
To use Agentforce for IT Service, consider supported functionality, usage, limitations and allowances, limits, and other issues. - Search Indexes for Agentforce IT Service
Configure search indexes for Agentforce IT Service to help IT support reps efficiently find data and resolve issues. The search indexes are used by Agentforce during chat conversations and proactive assistance to retrieve accurate and relevant results quickly. - Agentforce for IT Desk
IT teams get instant context by summarizing incidents, problems, changes, releases and Slack conversations. Use Agentforce to propose resolutions, generate root-cause summaries, and automate documentation including post-incident reviews (PIRs). Streamline daily operations by updating records, drafting emails, scheduling meetings, and assessing deployment health without performing manual audits. - Agentforce for IT Employees
Use Agentforce to receive IT support across multiple channels, including a portal, Slack, and Microsoft Teams. Get user details, track tickets, update records, and reopen issues to accelerate resolution. Summarize approvals, answer policy questions, and automate equipment orders by identifying and configuring the appropriate service requests, including getting a list of software available. - Specialized AI Agents for IT Service Management
The specialized AI agents are autonomous AI applications powered by large language models (LLMs) that provide automated solutions for various business processes. These AI agents can work independently or within hierarchical structures to handle workflow, reduce manual effort, and improve service delivery efficiency. By using AI agents for tasks ranging from simple responses to complex problem-solving, you can reduce IT team workloads and increase their productivity. - AI Actions for CMDB Management
Maintain accurate and up-to-date configuration data by using configuration item actions. CMDB managers, CI owners, and IT fulfillers can use Agentforce actions to search, view, update, and delete configuration items. - Create and Validate an Automated Incident Triage
Agentforce automatically triages new incidents by verifying information completeness, detecting duplicates, and notifying employees about active major incidents.
Did this article solve your issue?
Let us know so we can improve!
