You are here:
AI Actions for Hardware Request Management
Employees can order corporate hardware, request peripherals and upgrades, and report equipment issues using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Ensure policy compliance and accelerate equipment provisioning and hardware issue resolution.
Required Editions
| Available in: Lightning Experience |
| Available in: Unlimited and Enterprise editions with AI Agent for Employees add-on. |
Agentforce guides employees through selecting approved devices, verifying specifications and policy requirements, and routing hardware defects for technical resolution.
Get Current Assigned Asset Details
Here's how an employee reports a hardware issue and the agent automatically identifies the assigned asset 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 issue with your hardware asset so that the agent can look up your assigned assets in the IT Asset Management (ITAM) system and associate the correct asset with the incident. |
|
The agent performs a real-time search in the ITAM system or CMDB for assets of the reported type assigned to the employee. The response varies based on the result.
 Note If no asset of the reported type is found in the employee's name, the agent
informs the employee and proceeds with creating the incident without a linked
Configuration Item (CI). |
Retrieve Assigned Assets |
Answer Questions with Knowledge
Here's how an employee asks a question about hardware policies and equipment procurement 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 hardware procurement policies, approved device specifications, or equipment 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, employees are eligible to request a hardware upgrade after three years of use; submit a request through the IT service portal with your current asset tag and preferred replacement model). 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 hardware 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 hardware equipment or peripheral 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: Laptop Request, External Monitor, Docking Station, and Keyboard and Mouse Bundle). 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 hardware 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 hardware 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 Laptop Request, the agent prompts you to specify the preferred model, operating system, required specifications, and delivery address). 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 hardware 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 hardware product or equipment 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 hardware 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 Laptop 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 hardware 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 hardware 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 hardware issue and provides a confirmation with the ticket number (for example, INC-0007, laptop not powering on, Dell XPS 15, Asset Tag: ASSET123, status: assigned to Hardware 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 |
