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            AI Agent for Phone Support Resolution

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            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.

            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 Desk Phone Setup or 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
            Example
            Example

            Setting up a desk phone for a new office

            Scenario: Maria moved to a new desk and needs a desk phone installed with her existing extension.

            • Maria: I moved to a new desk on Floor 7, desk 712. Can you set up a desk phone with my current extension 5234?
            • AI Agent: I can arrange that desk phone setup. To confirm before I proceed, do you need a standard desk phone or do you require video calling capabilities?
            • Maria: Standard desk phone is fine. I don't need video.
            • AI Agent: A desk phone deployment request has been created for Floor 7, desk 712, with your extension 5234 configured. A technician will install and test the phone tomorrow morning between 9-11 AM. You'll receive a notification when the installation is complete and the phone is ready to use.
             
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