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AI Actions for Facilities Management
Employees can report facility issues, request maintenance, and manage workspace needs using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Get support for building services, environmental adjustments, and office amenities to improve workplace comfort and productivity.
Required Editions
| Available in: Lightning Experience |
| Available in: Unlimited and Enterprise editions with AI Agent for Employees add-on. |
Agentforce guides employees through submitting building maintenance requests, requesting environmental adjustments, and coordinating furniture moves and office supplies, ensuring prompt resolution of workplace environment concerns.
Answer Questions with Knowledge
Here's how an employee asks a question about facility policies and workplace services 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 facility management policies, maintenance procedures, or workplace services 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 report a broken air conditioning unit, submit a maintenance request through the facilities portal with the location, issue description, and urgency level). 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 facilities 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 facility service or workspace need you have 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: Building Maintenance Request, Workspace Relocation, Office Furniture Request, and Environmental Adjustment). 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 facilities 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 facilities service catalog item so that the agent can initialize the flow using the product ID and guide you through each 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 Building Maintenance Request, the agent prompts you to specify the location, issue type, urgency level, and preferred resolution time). 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 facilities 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 facility service or workplace request 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 facility 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 Building Maintenance Request 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 facility 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 facility or workplace 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 facility issue and provides a confirmation with the ticket number (for example, INC-0023, air conditioning unit failure on floor 3, Building A, status: assigned to Facilities Maintenance 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 |
