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            Request Management for IT Services

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            3. Agentforce IT Service

            Request Management for IT Services

            Help employees request essential IT services and get technical support through their preferred self-service channels. Your employees can submit requests by using the employee portal, Slack, Teams, or Agentforce. This standardized approach captures every request accurately and routes it to the correct fulfillment team for prompt resolution. For example, employees can request VPN access or a new laptop without needing to contact the IT help desk directly.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.

            Improve the way that your employees get help with these key capabilities.

            • Standardized workflows: Replace ad hoc communication with structured, auditable workflows to ensure consistent and predictable delivery.
            • Agentic experience: Allow employees to submit requests in natural language via conversations with Agentforce through Slack, Teams, or the employee portal.
            • Automated fulfillment: Resolve low-risk, repeatable requests like password resets or approved software provisioning by using automated workflows.
            • Targeted service delivery: Use distinct data models for service requests and incidents. By separating routine requests from service interruptions, you can apply tailored fulfillment logic and service-level agreements.
            • Request Management Components for IT Services
              Review the building blocks in Agentforce IT Service that help manage the service requests for your employees.
            • Set Up Request Management for IT Services
              Set up efficient request management for your company by configuring appropriate access and deploying catalog item templates that include prestructured attributes, intake flows, and automated fulfillment flows. Service designers can install and activate these templates to provide employees with standardized, auditable workflows for essential IT and facilities services.
            • Work with Request Management for IT Services
              Review the various third-party integrations and templates available for service delivery for IT, facilities, and other internal departments.
             
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            Salesforce Help | Article