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            AI Agent for IT Policy Guidance

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            AI Agent for IT Policy Guidance

            IT Policy Assistance is a conversational specialized AI agent that helps employees understand company IT policies and eligibility requirements. Use this agent to answer policy questions, clarify permission guidelines, determine eligibility for resources, and initiate policy exception requests. This agent provides guidance on internal IT policies and compliance.

            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 Security Policy Exception
            • Request Policy Exception

            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
            • Answer Policy Questions
            Example
            Example

            Checking eligibility for remote work equipment

            Scenario: Brian wants to know if he's eligible to request a second monitor for his home office.

            • Brian: Am I eligible to request a second monitor for working from home? I'm a full-time remote employee.
            • AI Agent: I can check the policy for you. To confirm before I proceed, what is your job level and department?
            • Brian: I'm a Senior Software Engineer in the Platform Engineering department.
            • AI Agent: According to the remote work equipment policy, full-time remote employees at the Senior level and above are eligible for dual monitors. You can request a second monitor through the Hardware Request Assistance agent. The standard approved model is a 27 inch 4K display.
             
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