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Specialized AI Agents for IT Service Management
The specialized AI agents are autonomous AI applications powered by large language models (LLMs) that provide automated solutions for various business processes. These AI agents can work independently or within hierarchical structures to handle workflow, reduce manual effort, and improve service delivery efficiency. By using AI agents for tasks ranging from simple responses to complex problem-solving, you can reduce IT team workloads and increase their productivity.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
- AI Agent for API Key Management
API Key Assistance is a conversational specialized AI agent that helps employees securely manage API keys and authentication tokens. Use this agent to generate credentials for internal and external services, and run scheduled or as-needed key rotations. This agent ensures secure provisioning and minimizes credential exposure. - 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. - AI Agent for Audiovisual Support Resolution
Audiovisual Support Assistance is a conversational specialized AI agent that helps employees manage audio-visual hardware and display systems in conference rooms. Use this agent to configure projectors, calibrate displays, troubleshoot connectivity issues to keep meetings running smoothly. This agent supports technical audio-visual operations for presentations and collaborative sessions. - AI Agent for Badge Access Management
Badge Access Assistance is a conversational specialized AI agent that helps employees manage physical access for corporate facilities. Use this agent to issue new employee ID badges, replace lost or damaged badges, create temporary visitor passes, and verify identity for badge requests. This agent ensures secure facility access management. - AI Agent for Calendar Management
Calendar Assistance is a conversational specialized AI agent that helps employees automate calendar management and coordinate meetings. Use this agent to schedule events, send meeting invitations, update attendee lists, and manage calendar coordination tasks. This agent streamlines meeting logistics and event scheduling. - AI Agent for Certificate Lifecycle Management
Certificate Management Assistance is a conversational specialized AI agent that helps employees manage digital certificates and SSL credentials. Use this agent to identify expiring certificates, install updated certificates, and troubleshoot encryption-related errors. This agent ensures uninterrupted service and maintains secure communications. - AI Agent for Cloud Resource Management
Cloud Resources Assistance is a conversational specialized AI agent that helps employees provision and operate cloud resources, such as virtual machines and remote desktops. Use this agent to provision virtual machines and storage, and set up development stacks, restart services, update firewall configurations, access databases securely, and report issues with virtual machines. This agent streamlines cloud operations, supports secure access, and helps maintain reliable cloud environments. - AI Agent for Compliance Management
Compliance Assistance is a conversational specialized AI agent that helps employees navigate IT compliance and regulatory requirements. Use this agent to report policy violations, answer questions on data privacy and governance, enroll in mandatory compliance training, and manage compliance-related inquiries. This agent ensures organizational adherence to legal and security standards. - AI Agent for Data Backup Management
Data Backup Assistance is a conversational specialized AI agent that helps employees manage data protection and recovery operations. Use this agent to initiate backups as needed, configure virtual machine backup schedules, run synchronization tasks, and resolve data integrity issues. This agent ensures data availability and supports business continuity. - 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. - AI Agent for Device Security Management
Device Security Assistance is a conversational specialized AI agent that helps employees maintain security compliance on corporate-managed devices. Use this agent to enroll laptops and mobile devices into Mobile Device Management (MDM) platforms, report malware, or unauthorized access, and respond to security threats. This agent ensures that encryption and software standards are met for device protection. - 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. - AI Agent for Distribution List Management
Distribution List Assistance is a conversational specialized AI agent that helps employees manage corporate communication channels and collaboration platforms. Use this agent to provision Slack and Teams workspaces, set up Email distribution lists, manage shared mailboxes, and update group ownership. This agent streamlines communication infrastructure management. - AI Agent for Endpoint Management
Endpoint Assistance is a conversational specialized AI agent that helps employees monitor and optimize workstation health and hardware visibility. Use this agent to diagnose system performance issues, deploy monitoring software for device telemetry, retrieve information on assigned IT assets, and address performance bottlenecks. This agent maintains accurate hardware records and improves workstation reliability. - AI Agent for Facilities Management
Facilities Assistance is a conversational specialized AI agent that helps employees manage building and workplace environment requests. Use this agent to address climate control issues, request cleaning services, report physical maintenance needs, and handle office environment concerns. This agent focuses on non-IT facility operations. - AI Agent for Google Workspace Support
Google Workspace Assistance is a conversational specialized AI agent that helps employees manage Google Workspace services and collaborative resources. Use this agent to provision shared drives, manage group memberships, transfer data ownership, and update user access levels. This agent maintains organizational governance and ensures project continuity. - AI Agent for Guest Check-in Management
Guest Check-in Assistance is a conversational specialized AI agent that helps employees manage visitor registrations and guest access. Use this agent to register upcoming visitors, request access approvals, provide visitor Wi-Fi credentials, and answer guest policy questions. This agent facilitates secure and efficient guest management. - AI Agent for Hardware Request Fulfillment
Hardware Request Assistance is a conversational specialized AI agent that helps employees request corporate hardware and peripherals. Use this agent to order equipment, request loaner devices, access hardware specifications and compatibility guides, and report hardware failures. This agent validates requests against corporate policy. - AI Agent for Infrastructure Provisioning
Infrastructure Provisioning Assistance is a conversational specialized AI agent that helps employees request new IT infrastructure resources. Use this agent to provision virtual machines, create Kubernetes clusters, and set up specialized test environments. This agent focuses exclusively on initial infrastructure creation and set up. - 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. - AI Agent for IT Approval Management
IT Approval Assistance is a conversational specialized AI agent that helps employees review and process IT approval requests. Use this agent to view pending approvals, access request summaries, and approve or reject requests directly through conversational interaction. This agent streamlines the approval workflow. - 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. - AI Agent for IT Scheduling Management
IT Scheduling Assistance is a conversational specialized AI agent that helps employees schedule appointments with IT support staff. Use this agent to coordinate technical consultations, arrange advanced troubleshooting sessions, and schedule appointments to collect hardware assets. This agent facilitates direct access to IT personnel. - AI Agent for IT Ticket Management
Ticket Management Assistance is a conversational specialized AI agent that helps employees manage IT service tickets and requests. Use this agent to check ticket status, add comments to existing tickets, reopen closed tickets, and create incidents or service requests. This agent handles the complete ticket lifecycle. - AI Agent for Knowledge Management
Knowledge Assistance is a conversational specialized AI agent that helps employees find answers from the corporate knowledge base. Use this agent to search and get information about company products, internal policies, business procedures, and general corporate inquiries. This agent provides intelligent summaries from knowledge articles. - AI Agent for Log Access Management
Log Access Assistance is a conversational specialized AI agent that helps employees get system and application diagnostic logs. Use this agent to request log extraction across server, cloud, and application environments, define parameters such as time frames and log levels, and facilitate secure delivery. This agent provides telemetry for root-cause analysis. - AI Agent for Laptop Refresh Management
Laptop Refresh Assistance is a conversational specialized AI agent that helps employees request scheduled hardware replacements. Use this agent to initiate laptop and monitor refresh requests for devices that are end-of-life, past warranty, or due for scheduled replacement. This agent facilitates the hardware lifecycle refresh process. - AI Agent for Lost Device Resolution
Lost Device Assistance is a conversational specialized AI agent that helps employees protect corporate data on lost or stolen devices. Use this agent to report missing equipment, execute immediate device locking, perform remote factory resets, and prevent unauthorized data access. This agent manages emergency security protocols for lost hardware. - AI Agent for Mobile Plan Management
Mobile Plan Assistance is a conversational specialized AI agent that helps employees manage corporate mobile service plans and connectivity. Use this agent to upgrade or downgrade cellular plans, activate international roaming packages, manage data add-on, and prevent overage charges. This agent ensures global connectivity while optimizing costs. - AI Agent for Network Issue Resolution
Networking Assistance is a conversational specialized AI agent that helps employees troubleshoot network connectivity and manage access to network resources. Use this agent to diagnose network issues, facilitate VPN access requests, manage permissions for internal infrastructure, and resolve connectivity problems. This agent focuses exclusively on network-related support. - AI Agent for Offboarding Management
Offboarding Assistance is a conversational specialized AI agent that helps managers initiate employee offboarding processes. Use this agent to create offboarding requests for departing employees and capture administrative details to trigger the offboarding workflow. This agent handles the primary intake for employee departures. - AI Agent for Office 365 Support Resolution
Office 365 Support Assistance is a conversational specialized AI agent that helps employees troubleshoot Microsoft 365 applications and services. Use this agent to diagnose issues with Outlook, Teams, OneDrive, and Office applications, access knowledge-based solutions, and create incidents for persistent errors. This agent resolves M365 ecosystem problems. - AI Agent for Onboarding Management
Onboarding Assistance is a conversational specialized AI agent that helps managers initiate employee onboarding processes. Use this agent to create onboarding requests for new hires and capture preliminary data to begin the onboarding workflow. This agent handles the primary intake for new employees. - AI Agent for Password Manager Support
Password Manager Assistance is a conversational specialized AI agent that helps employees maintain corporate password manager vaults. Use this agent to update stored credentials, delete outdated or compromised entries, troubleshoot synchronization issues, and ensure vault hygiene. This agent supports password security and compliance. - AI Agent for Phone Support Resolution
Phone Assistance is a conversational specialized AI agent that helps employees manage corporate telephony systems and desk phones. Use this agent to deploy physical phone units, assign extensions, manage phone configurations, and troubleshoot Voice over Internet Protocol (VoIP) connectivity issues. - AI Agent for Printer Issue Resolution
Printer Assistance is a conversational specialized AI agent that helps employees manage printing infrastructure and resolve printer issues. Use this agent to troubleshoot printing problems, request new printer installations, order printer supplies such as ink and toner, and address hardware issues. This agent focuses exclusively on printer-related support. - AI Agent for Privileged Access Management
Privilege Access Assistance is a conversational specialized AI agent that helps employees request elevated system permissions and hardware access rights. Use this agent to request local admin privileges, turn on USB data transfer, manage time-bound access elevations, and process security exceptions. This agent ensures secure, authorized system access. - AI Agent for Salesforce Support Resolution
Salesforce Help Assistance is a conversational specialized AI agent that helps employees manage Salesforce access and resolve platform issues. Use this agent to provision new user accounts, modify role hierarchies and permission sets, troubleshoot platform errors, and resolve MFA lockouts. This agent streamlines Salesforce administration and CRM specific support. - AI Agent for Security Incident Management
Security Assistance is a conversational specialized AI agent that helps employees report security incidents and manage security compliance. Use this agent to report phishing attempts and potential breaches, enroll in mandatory security training, and request exceptions to corporate security policies. This agent supports an organizational security posture. - AI Agent for Server Status Monitoring
Server Status Assistance is a conversational specialized AI agent that helps employees monitor server health and configuration item status. Use this agent to check the operational status of physical and virtual servers, view dependency maps, access health metrics, and get technical specifications from the CMDB. This agent provides real-time infrastructure visibility. - AI Agent for SharePoint Support Resolution
Sharepoint Assistance is a conversational specialized AI agent that helps employees manage SharePoint sites and collaborate securely. Use this agent to provision or delete site collections, grant or revoke user permissions, manage access levels, and troubleshoot synchronization errors. This agent facilitates enterprise collaboration. - AI Agent for Software License Management
License Audit Assistance is a conversational specialized AI agent that helps employees manage software license compliance and inventory. Use this agent to track user entitlements, identify assigned software, revoke unused licenses, and execute audit operations. This agent optimizes costs and ensures efficient resource allocation. - AI Agent for Software Support Resolution
Software Assistance is a conversational specialized AI agent that helps employees manage software installations, access, and licensing. Use this agent to request software installations and updates, manage license renewals, evaluate new software, and troubleshoot software-related issues. This agent facilitates the complete software lifecycle. - AI Agent for System and File Access Management
System and File Access Assistance is a conversational specialized AI agent that helps employees manage permissions for IT resources and shared folders. Use this agent to provision file share access, manage Active Directory group memberships, request database privileges, and revoke access rights. This agent streamlines identity and access management workflow. - AI Agent for System Password Reset Resolution
System Password Reset Assistance is a conversational specialized AI agent that helps employees reset network and system passwords. Use this agent to reset forgotten system and network passwords, reset settings for multi-factor authentication, and report password-related technical issues. This agent handles system-level credential recovery. - AI Agent for SSO Management
Single Sign-On Assistance is a conversational specialized AI agent that helps employees troubleshoot Single Sign-On authentication issues. Use this agent to resolve login failures, diagnose credential synchronization problems, and report application-specific Single Sign-On disruptions. This agent restores access to identity-protected services. - AI Agent for Vendor Employee Management
Vendor Employee Assistance is a conversational specialized AI agent that helps employees manage external partner and contractor access. Use this agent to provision temporary accounts for vendors, enforce time-bound access durations, revoke contractor credentials, and ensure security compliance for third-party access. This agent manages the external partner lifecycle.
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