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            AI Agent for Software Support Resolution

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            3. Agentforce IT Service

            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.

            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.

            • New Software Access Request
            • Report Software Issue
            • Request New Software Access (with Okta)
            • Request Software Uninstallation
            • Request Software License Removal
            • Renew Software Subscription

            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 Available Softwares For Employee
            • Get Assigned Softwares For Employee
            Example
            Example

            Requesting installation of new development software

            Scenario: Developer Amy needs Python and Visual Studio Code installed on her new laptop.

            • Amy: I need Python 3.11 and Visual Studio Code installed on my new laptop. Can you help with that?
            • AI Agent: I can arrange those software installations. To confirm before I proceed, is your laptop asset tag LT-6721, and do you need any specific Python packages or VS Code extensions pre-configured?
            • Amy: Yes, that's my laptop. Please include the Python Data Science packages—NumPy, Pandas, and Matplotlib.
            • AI Agent: Python 3.11 with NumPy, Pandas, and Matplotlib, along with Visual Studio Code with the Python extension, will be remotely installed on laptop LT-6721. The installation will begin within 30 minutes and take approximately 20 minutes to complete. You'll receive a notification when everything is ready to use.
             
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