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            AI Actions for CMDB Management

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            AI Actions for CMDB Management

            Maintain accurate and up-to-date configuration data by using configuration item actions. CMDB managers, CI owners, and IT fulfillers can use Agentforce actions to search, view, update, and delete configuration items.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.

            Search for Configuration Items

            When an IT fulfiller needs to locate assets before a maintenance window, they use Agentforce to search the Configuration Management Database (CMDB) by name, type, status, location, or owner, and then review the full details of a specific Configuration Item (CI).

            Here's how an IT fulfiller searches for and reviews configuration items using Agentforce.

            Instructions Example Utterance or User Input Agent response Standard Action Engaged
            Search for CIs using one or more filter criteria such as name, type, status, location, or owner.
            • Find servers in Hyderabad.
            • Show me all Windows servers.
            • Find CIs whose status is In Use.
            • Search CI where Type is Application.
            • Find CIs owned by John Doe.
            		 The agent returns a list of matching CIs with key attributes (for example, asset name, CI type, status, location, and owner). If the query matches multiple CIs, the agent displays them as a paginated list. If no CIs match the criteria, the agent notifies the user that no results were found. Search Configuration Items

            Get Configuration Item Details

            When an IT fulfiller needs comprehensive information about a specific CI, such as asset name, CI type, location, or owner details, they can retrieve the full record directly from CMDB.

            Here's how an IT fulfiller retrieves full configuration item details by using Agentforce.

            Instructions Example Utterance or User Input Agent response Standard Action Engaged
            Request the full details of a CI by its name or asset ID.
            • Get CI information for Srv-01.
            • What are the attributes of CI named AppServer-02?
            • Fetch configuration details for Firewall-FW-01.
            		 The agent displays all attributes of the CI (for example, asset name, CI type, status, location, and owner). Get Configuration Item Details

            Update Configuration Items

            When configuration data becomes outdated or ownership changes, an IT fulfiller updates one or more CI attributes directly from Agentforce. Fulfillers can update fields such as asset name, location, owner, owner group, status, hostname, IP address, serial number, and active status.

            Here's how an IT fulfiller updates configuration items by using Agentforce.

            Instructions Example Utterance or User Input Agent response Standard Action Engaged
            Update an attribute on one configuration item.
            • Update status of Finance-01 to Retired.
            • Update the owner of Srv-01 to Alice.
            • Update the active field of LPT-123 to true.
            • Assign the owner group of Srv-01 to Network Operations.

            The agent updates the specified field on the configuration item and confirms the change (for example, the owner of Srv-01 is now set to Alice).

            Note
            Note Use this action to a standard set of configuration item fields, including asset name, status, CI owner, CI location, CI owner group, host name, IP address, serial number, active, used by user, and used by group .
            		 Update Configuration Items

            Delete Configuration Items

            To keep the CMDB accurate, IT fulfillers can remove obsolete or decommissioned configuration items. Agentforce performs a soft delete, which marks the CI as deleted without permanently removing it from the database.

            Here's how an IT fulfiller deletes configuration items by using Agentforce.

            Note
            Note Agentforce performs a soft delete only. Configuration items with active dependencies or relationships, such as linked incidents, can't be deleted. Merging duplicate CIs is not supported.
            Instructions Example Utterance or User Input Agent response Standard Action Engaged
            Soft delete a single configuration item that is no longer active or needed.
            • Remove CI LPT-123.
            • Soft delete database DB-Test-01.
            • Delete server named OldServer-01.
            • Soft delete CI with name Legacy-Switch-01.
            		 The agent verifies that the configuration item has no active dependencies and performs a soft delete. It then confirms the deletion (for example, CI Server-01 has been soft deleted successfully). Delete Configuration Items
             
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