Report Issues in Slack for IT Services

Business Challenge

Traditional issue reporting is often a high-friction process that is disruptive to an employee’s workflow. It requires them to stop what they’re doing and go to a separate portal, and when they get there, they’re faced with a blank form without guidance. This can lead to incomplete tickets, which causes delays and inefficient back-and-forth communication.

Solution

Reporting issues in Slack lowers the barrier to entry and caters to all users by providing two distinct methods.

• Conversational AI: This method is ideal for most employees because it feels natural and requires no training. You can describe your problem, and Agentforce guides you through a conversation to solve your problem and provide relevant knowledge articles. If you still can’t solve it using knowledge articles, Agentforce creates a complete actionable ticket to resolve the issue.
  
• Slash command: This is for employees who want a faster, more direct approach and if you prefer a structured, command-line style of interaction. You can use a simple Slash command: /emp-svcs-create-record Incident, fill in the required fields, and create a ticket in seconds.