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            AI Agent for Internal Application Support

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            AI Agent for Internal Application Support

            Internal Applications Assistance is a conversational specialized AI agent that helps employees troubleshoot proprietary and custom-built enterprise applications. Use this agent to diagnose application-specific issues, report performance degradation, resolve functional errors, and address access issues within internal business systems. This agent provides dedicated support for in-house applications.

            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 Internal 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 bug in an internal expense tracking application

            Scenario: Eric is unable to submit his expense report because the internal expense application shows an error message.

            • Eric: The expense tracking app keeps giving me an error when I try to submit my report. It says "Invalid data format" but all my entries look correct.
            • AI Agent: I can help investigate that error. To confirm before I proceed, which expense report are you trying to submit, and did you attach any receipts in PDF or image format?
            • Eric: It's my March expense report, and I attached 5 receipts—all PDFs under 2MB each.
            • AI Agent: I've created incident INC-009245 for the expense application team to investigate the "Invalid data format" error. Based on similar cases, this may be a date format issue in the latest app version. The development team reviews your report within 4 hours and apply a fix. You'll be notified when you can resubmit.
             
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