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Explore Agentforce Employee Portal for IT Services
As an employee, use the Agentforce Employee portal to view knowledge articles for common requests and issues, raise incidents, cases, and service requests, and track them independently. For further support, you can reach out to support teams directly or escalate your issues through Agentforce. Managers can use the portal to provide approvals for employee requests.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
The Agentforce Employee portal provides a range of features to help you find information and resolve issues efficiently.
Home Page
The home page gives you an overview of the site and quick access to key pages through the Help Center menu. It also gives you access to elements such as the user profile menu and notifications. With the global search box, you can quickly find incidents, cases, and knowledge articles.
Catalogs
Browse the service catalog to make requests for hardware, software, and services such as a new laptop, VPN access, password resets, or account deactivation.
My Tickets
Use My Tickets to centralize tracking and creation of new issues for submitted Incidents, Service Requests, and Cases. This page provides transparency through filters, search, and real-time status updates, including a visual timeline for requests.
My Favorites
Quickly access your saved knowledge articles by using My Favorites.
My Approvals
Access pending requests that require your review or authorization from My Approvals.
My Assets
Go to My Assets to view assigned hardware and quickly find crucial details, such as serial numbers and warranty dates. Use the Report Issue action on an asset’s detail page to streamline support. The system automatically prepopulates the support ticket with device information.
Knowledge Base
Use the Knowledge Base to find answers to common questions, troubleshooting guides, and best practices.
Notifications
View the count of unread notifications.
User Profile
View your profile information or securely log out of the portal from the User Profile menu.
Global Search
Quickly find tickets, services, and knowledge articles via the Global Search bar. For search configuration, see Configure Search Functionality in Experience Cloud Sites. To customize search results, see Customize Search in Experience Cloud Sites.
Report an Issue
Create incidents to report issues such as VPN access problems. From the incidents list view, you can track the status of all the incidents that you’ve raised.
Request Service
Create and track support cases related to service requests or other issues.
Open Knowledge Center
Track your assigned assets and manage submitted support tickets from the Open Knowledge Center.
My Items
Use My Items page to view all hardware assigned to you.
Open Tickets
Go to the My Tickets page to track all submissions, including Incidents, Cases, and Service Requests.
Announcements
The Announcements feature delivers real-time maintenance and outage messages to employees directly on the self-service portal homepage, reducing support incidents. By using a customizable Site Banner Component for display, employees remain informed because the feature retrieves content directly from the underlying broadcast communication record body. See the Announcement Section to learn how to set the announcement content.
Banners
Proactive banners deliver real-time maintenance and outage announcements directly on your portal. Your admins control the banner placement, visibility (it appears only with an active broadcast), and customizable display settings.
To add a banner, refer to Add the Site Banner Component to Your Sites for setup and Add a Broadcast Site Banner to Your Help Site to set the message.
Contact Support
Use the embedded messaging feature to get conversational assistance from Agentforce. Agentforce can help you by answering your queries or creating tickets on your behalf. You can also chat with an IT rep for direct support.
