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AI Actions for Collaboration Management with Agentforce for IT Services
Employees can manage collaboration platform requests and resolve communication tool issues using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Handle email accounts, distribution lists, chat workspaces, and messaging configurations to improve communication efficiency and reduce time to resolution.
Required Editions
| Available in: Lightning Experience |
| Available in: Unlimited and Enterprise editions with AI Agent for Employees add-on. |
Agentforce guides employees through handling email accounts, distribution lists, chat workspaces, and messaging configurations with streamlined request processing and automated support.
Answer Questions with Knowledge
Here's how an employee asks a question about collaboration tools and communication policies by using Agentforce. You can also see the action that's triggered in response to the employee's input.
| Instructions | Example Utterance or User Input | Agent response | Standard Action Engaged |
|---|---|---|---|
| Ask a question about collaboration platform policies, email account management, or communication tool troubleshooting so that the agent can search the knowledge base and provide a relevant answer. |
|
The agent searches the knowledge base and returns a relevant answer based on your question (for example, to create a distribution list, submit a request through the IT service portal with the list name, member email addresses, and owner details). If no match is found, the agent offers to raise a ticket or escalate to the support team. | Answer Questions with Knowledge |
Get Eligible Service Catalog Items
Here's how an employee retrieves eligible collaboration service catalog items by using Agentforce. You can also see the action that's triggered in response to the employee's input.
| Instructions | Example Utterance or User Input | Agent response | Standard Action Engaged |
|---|---|---|---|
| Describe the collaboration service or communication tool you need so that the agent can retrieve the eligible service catalog items that match your request. |
|
The agent retrieves a list of eligible service catalog items based on your description and presents the matching results (for example, based on your request, the following service catalog items are available: Email Account Setup, Distribution List Management, Chat Workspace Creation, and Messaging Configuration). Select an item to proceed with your request. | Get Eligible Service Catalog Items |
Execute Service Catalog Item Flow
Here's how an employee runs a collaboration service catalog item flow by using Agentforce. You can also see the action that's triggered in response to the employee's input.
| Instructions | Example Utterance or User Input | Agent response | Standard Action Engaged |
|---|---|---|---|
| Request a collaboration service catalog item so that the agent can initialize the flow using the product ID and guide you through each configuration step until the request is complete. |
|
The agent initializes the service catalog item flow using the product ID and guides you through a series of steps, collecting the required inputs at each stage (for example, after you select Distribution List Setup, the agent prompts you to specify the list name, member email addresses, and list owner). The agent continues looping through subsequent steps until the flow is complete or an error is returned.  Note This action is designed for catalog items with a manageable, predictable set
of configuration options. It is not intended for highly complex product
configurations. |
Execute Service Catalog Item Flow |
Get Product Launch Card
Here's how an employee retrieves collaboration service process launch details by using Agentforce. You can also see the action that's triggered in response to the employee's input.
| Instructions | Example Utterance or User Input | Agent response | Standard Action Engaged |
|---|---|---|---|
| Provide the collaboration service or communication tool name so that the agent can retrieve the corresponding process launch details, including the cover image and the intake form link. |
|
The agent retrieves the process launch details for the requested collaboration service and presents a card with the cover image and a link to the specific intake form (for example, here is the launch card for the Distribution List Setup process. Click the link to open the intake form and submit your request). | Get Product Launch Card |
Create Incident For Employee
Here's how an employee creates an incident for an unresolved collaboration tool issue by using Agentforce. You can also see the action that's triggered in response to the employee's input.
| Instructions | Example Utterance or User Input | Agent response | Standard Action Engaged |
|---|---|---|---|
| Describe your collaboration tool issue so that the agent can create an incident on your behalf if the issue cannot be resolved with knowledge articles or if no relevant articles exist. |
|
The agent creates an incident for the reported collaboration tool issue and provides a confirmation with the ticket number (for example, INC-0012, email account not syncing for user@company.com, status: assigned to Collaboration Support team). Note The agent creates an incident only when the issue cannot be resolved with
existing knowledge articles or when no relevant articles are available. If
matching knowledge articles are found, the agent presents them first before
creating an incident. |
Create Incident For Employee |
