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AI Actions for Employee Request Management
Employees can raise issues and track requests using Agentforce actions in a channel of their choice, such as the portal, Slack, or Teams. Improve the overall employee experience 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 the conversation to create a complete and accurate ticket for the IT team, eliminating the need for complex forms.
Report and Manage Issues
Here’s how an employee reports and manages an unstable Wi-Fi connection and automatically logs an incident 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 so that the agent can create an incident ticket on your behalf. |
|
The agent clarifies details, creates the incident, and provides a confirmation with the ticket number (for example, INC-0001, unstable Wi-Fi, status: assigned to IT Network team). | Employee Incident Creation |
| Provide the incident ID or a description of the issue so that the agent can generate a summary of the current status and latest updates. |
|
The agent generates a summarized update with the issue, status, assignee, and latest developments (for example, the agent identifies the issue as unstable Wi-Fi, status: in progress, assigned to: David Park (Network Operations Team). | Summarize Incident for Employees |
| Provide the incident ID or keywords so that the agent can locate the relevant record and prompt you to choose a next action. |
|
The agent locates and confirms incident (for example, INC-0001, unstable Wi-Fi, status: in progress). It then prompts the user to choose an action. Employees can choose actions such as request a summary, add a comment, or check the latest update. | Identify Record by Name |
| Provide the incident ID, subject, or a description of the issue so that the agent can locate the record and add your comment or update. |
|
The agent finds the ticket by ID, subject, or description. It then confirms the record before adding the update (for example: The connection drops every five minutes in the conference room).  Note It can take up to 15 minutes for the Identify Record by Name service to
index a new record. If you use the Create Incident action, you might not be able
to find, summarize, or add a comment to that record immediately. |
Add Comment to Record |
| Provide the incident ID or a description of the issue so that the agent can check the status and reopen the ticket if eligible. |
|
The agent identifies the relevant incident and checks its status. If the incident is Resolved, the agent changes the status to Open and notifies the support team. If the incident is Closed, the agent explains that it can't be reopened and offers to help create another ticket. For incidents in progress, the agent confirms the team is working on the issue and will provide updates. | Reopen a Ticket |
| Describe the issue so that the agent can search for matching open records and provide the latest status and updates. |
|
The agent parses the query, such as Wi-Fi and searches for open records. If a match is found (INC-0001), it provides the latest progress, priority, and assignee. Depending on the results, the agent can also ask for clarification on multiple matches or offer to create a ticket. (for example, Your Wi-Fi issue is currently in progress and assigned to David Park. It was last updated 20 minutes ago). | Get Incidents Based on Description |
| 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 lookup 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). |
|
| Ask about a company policy so that the agent can use your role and location to find the relevant policy, confirm your eligibility, and provide the policy link. |
|
The agent uses the role and location of the employee to find relevant policies. It confirms eligibility and provides the policy link (for example, You're eligible for a monthly Wi-Fi reimbursement of up to ₹1,500). | Answer Policy Question |
Order Equipment and Services
Here’s how an employee finds service items, provides required details, and submits hardware or software requests by using Agentforce.
| Instructions | Example Utterance or User Input | Agent response | Standard Action Engaged |
|---|---|---|---|
| Find the correct catalog item using a description. |
|
The agent searches the service catalog using your description. It finds the matching item (for example, Standard wireless router) and asks if you want to create a request. | Identify Service Catalog Item |
| Select each configuration option when prompted. The agent filters subsequent choices based on your selection. |
|
The agent consults a pre-defined configuration table and guides you through a series of dependent choices. Each selection filters the available options for the next step (for example, after you select Mac, the agent presents only Mac-compatible models such as M2 Air or M2 Pro). The agent only presents valid, pre-approved configurations. Note This approach is designed for catalog items with a manageable, predictable
set of configuration options. It isn't intended for highly complex level product
configurations. |
Execute Service Catalog Item Flow |
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