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AI Actions for Network Management
Employees can report network issues, request connectivity support, and manage remote access problems using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Get rapid resolution for Wi-Fi failures, VPN issues, password resets, and authentication errors to minimize downtime.
Required Editions
| Available in: Lightning Experience |
| Available in: Unlimited and Enterprise editions with AI Agent for Employees add-on. |
Agentforce guides employees through resolving Wi-Fi and internet outages, configuring VPN connections, and resetting passwords and authentication credentials to restore system access.
Answer Questions with Knowledge
Here's how an employee asks a question about network connectivity and remote access troubleshooting 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 network connectivity policies, VPN configuration, or remote access 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 reset your VPN connection, disconnect from the current session, restart the VPN client, clear the cached credentials, and reconnect using your corporate credentials). 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 network 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 network service or connectivity issue you need support for 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: VPN Access Request, Wi-Fi Troubleshooting, Password Reset, and Remote Access 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 network 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 network 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 VPN Access Request, the agent prompts you to specify your device type, operating system, work location, and manager approval). 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 network 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 network service or connectivity 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 network 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 VPN Access 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 network or connectivity 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 network or connectivity 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 network issue and provides a confirmation with the ticket number (for example, INC-0038, VPN connection failure for user@company.com on Windows 11, status: assigned to Network 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 |
