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AI Actions for Software Management
Employees can request software installation and configuration, report technical issues, and manage license renewals using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Get rapid resolution for application errors and ensure access to required software tools.
Required Editions
| Available in: Lightning Experience |
| Available in: Unlimited and Enterprise editions with AI Agent for Employees add-on. |
Agentforce guides employees through troubleshooting software errors, evaluating new applications, and managing software updates, uninstallation, and operating system reinstallation to ensure optimal tool performance.
Get Available Softwares For Employee
Here's how an employee searches for available software applications 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 software you are looking for so that the agent can search and retrieve the list of available software applications that match your query. |
|
The agent searches and retrieves the list of available software applications that match the provided search query and presents the results to the employee (for example, the following Adobe software applications are available: Adobe Acrobat, Adobe Creative Cloud, and Adobe Sign). Select an application to proceed with a request. | Get Available Softwares For Employee |
Get Assigned Software For Employee
Here's how an employee retrieves their assigned software applications from Okta 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 the agent to show your assigned software applications so that it can look up your Okta profile using your email address and retrieve the assigned application links. |
|
The agent looks up the employee's Okta profile using their email address and retrieves the list of software applications currently assigned to them (for example, the following software applications are assigned to your account: Salesforce, Slack, Zoom, and Microsoft Office 365). Select an application to access it directly.  Note The agent retrieves software applications from Okta using the logged-in
user's email address. If your assigned applications appear incorrect, contact
your IT team to update your Okta profile. |
Get Assigned Softwares For Employee |
Answer Questions with Knowledge
Here's how an employee asks a question about software policies, installation procedures, and license management 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 software installation policies, license management, or application 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 request a software installation, submit a request through the IT service portal with the application name, version, and business justification for IT approval). 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 software 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 software application or service 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: Software Installation Request, License Renewal, Application Troubleshooting, and Operating System Reinstallation). 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 software 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 software 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 Software Installation Request, the agent prompts you to specify the application name, version, device asset tag, and business justification). 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 software 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 software service or application 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 software 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 Software Installation 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 software 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 software 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 software issue and provides a confirmation with the ticket number (for example, INC-0042, Adobe Creative Cloud crashing on launch, macOS Sonoma 14.3, status: assigned to Software 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 |
