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            AI Agent for Device Return Processing

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            AI Agent for Device Return Processing

            Device Return Assistance is a conversational specialized AI agent that helps employees coordinate the return of corporate hardware assets. Use this agent to create device return requests for hardware upgrades, repairs, or offboarding, verify asset details, and ensure proper equipment recovery. This agent streamlines the hardware return process.

            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.

            • Request Device Return

            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
            • Get Current Assigned Asset Details
            Example
            Example

            Returning a laptop for hardware upgrade

            Scenario: Tom is receiving a new laptop and needs to return his old one to IT.

            • Tom: I'm getting a new laptop next week. What do I need to do to return my current one?
            • AI Agent: I can help you create a device return request. To confirm before I proceed, is your current laptop asset tag LT-4782, and do you need a prepaid shipping label or will you drop it off at the IT desk?
            • Tom: Yes, that's my laptop, and I'll drop it off at the IT desk.
            • AI Agent: Your device return request has been created for laptop LT-4782. Please back up your personal files and bring the laptop with its charger to the IT desk on Floor 3 during business hours. Once received, your asset record will be updated and the device will be securely wiped.
             
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