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            AI Agent for Device Troubleshooting Resolution

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            AI Agent for Device Troubleshooting Resolution

            Device Troubleshooting Assistance is a conversational specialized AI agent that helps employees diagnose and resolve hardware issues. Use this agent to audit assets, access troubleshooting guidance from the knowledge base, install monitoring agents, and create support requests for device problems. This agent provides technical support for hardware lifecycle management.

            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 Monitoring Agent Installation
            • Request Device Encryption Support

            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

            Troubleshooting a laptop that doesn't power on

            Scenario: Kevin's laptop doesn't turn on after he closed it yesterday evening.

            • Kevin: My laptop doesn't turn on. I tried holding the power button but nothing happens.
            • AI Agent: I can help troubleshoot your laptop power issue. To confirm before I proceed, is the charging light on when you plug in the power adapter?
            • Kevin: No, there's no light at all when I plug it in.
            • AI Agent: Based on the symptoms, this appears to be a hardware power issue. I've created incident INC-007621 and arranged for a replacement laptop to be delivered to your desk by 2:00 PM today. Please leave your non-responsive laptop with the charger so the hardware team can inspect it for repair.
             
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