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            AI Agent for Application Support Resolution

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            AI Agent for Application Support Resolution

            Application Support Assistance is a conversational specialized AI agent that helps employees troubleshoot third-party platform issues across the enterprise application suite. Use this agent to diagnose service disruptions, workflow errors, and functional failures in critical applications such as Concur, Okta, Slack, and Zoom. This agent provides knowledge-based solutions and creates incidents for unresolved issues.

            Required Editions

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

            Service Catalog Items

            This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types.

            • Report Application Issues

            Agent Actions

            These actions run automatically during your conversation with the specialized agent.

            • Answer Questions with Knowledge
            • Get Eligible Service Catalog Items
            • Execute Service Catalog Item Flow
            • Get Product Launch Card
            • Create Incident For Employee
            Example
            Example

            Reporting a service disruption in Slack

            Scenario: David is experiencing connectivity issues with Slack and can't send messages to his team channels.

            • David: I can't send messages in Slack. It keeps saying "Failed to send" every time I try.
            • AI Agent: I can help troubleshoot your Slack connectivity issue. To confirm before I proceed, are you able to receive messages from others, or is the issue only with sending?
            • David: I can see messages from others, but I can't send anything or upload files.
            • AI Agent: I've created incident INC-008934 to investigate your Slack sending issue. The application support team reviews your connectivity logs and reaches out within 2 hours. You can track the incident status in your ticket dashboard.
             
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