Request Management in an IT Services Company

Requesting a Conference Room via Chat

Jane needs to reserve a conference room for an upcoming team meeting. Instead of logging into a portal, she sends a message to Agentforce in Slack: "Reserve the Galaxy Conference Room."

Conversation: Agentforce recognizes the request as a service catalog item (SCI) and asks Jane to confirm it’s the correct item. After Jane confirms, Agentforce fetches and lists the attributes she must provide:

• Conference Room Name and Number
• Floor Number
• Building Name
• City
• Country
• Number of Members
• Reason for Meeting
• Reservation Start Date and Time
• Reservation End Date and Time

Result: After Jane provides the information, Agentforce creates a service request record and provides the confirmation details. This service uses a manual fulfillment type. After Jane submits her details, the request is routed to the administrative team for fulfillment and coordination. Jane completes the entire process without leaving her Slack workspace.

Upgrading Server Hardware via Structured Form

Later, Jane realizes her development server needs more memory. She resumes the chat with Agentforce on Slack and says: "I need to upgrade the RAM on my virtual machine."

Hand-off: Because this request is complex, Agentforce provides a link to the Modify Virtual Machine SCI on the employee portal.

Intake: Jane clicks the link and fills out a guided intake form. She specifies the parameters for the virtual machine and submits the request for the upgrade:

• Location
• Virtual Machine Name
• New VM Size

Automatic fulfillment: This request type is configured to trigger fulfillment immediately upon submission. Immediately after Jane submits the form, the fulfillment flow uses a third-party integration with the cloud provider (Microsoft Azure) to provision the request directly. The configured connector automatically resizes the virtual machine, eliminating the need for manual intervention from the IT staff.

Completion: Jane receives a final notification that her server has been upgraded and is ready for use.