You are here:
Employee Self-Serves an IT Request in Slack or Microsoft Teams
Help employees adopt Agentforce IT Service by giving them one familiar place to get answers, request products or services, and report issues.
Use Case at a Glance
Persona: An employee who needs IT help during the workday
Job to be done: Resolve an IT question or submit a complete request without searching for the right portal, form, or support queue
Starting point: The Employee Agent directly in Slack or through Slackbot, or the Salesforce IT Service app in Microsoft Teams.
Successful outcome: The employee receives a grounded answer or confirmation that the expected request record was created, and understands what happens next.
This use case brings IT self-service into the collaboration channel that employees already use. Employees describe what they need in familiar language or choose the relevant experience in the channel app. The configured path provides a Knowledge answer, guides a catalog request, or creates an incident.
Choose the First Employee Outcome
Start with one frequent, easy-to-recognize employee need. A focused first journey makes the value clear and gives the implementation team a measurable adoption milestone.
| Employee Goal | Example | Expected Outcome | Help |
|---|---|---|---|
| Get an IT answer | How do I reconnect to the corporate VPN? | Agentforce provides guidance grounded in Knowledge. No ticket is required. | Request Knowledge in Slack for IT Services or work with Ask Agentforce in Microsoft Teams |
| Request a product or service | I need a replacement laptop. | The configured catalog item creates the request record defined by its template or flow. | Request Catalog Items in Slack for IT Services or Use the IT Service Catalog as an Employee |
| Report an issue | Create an incident because my laptop keeps disconnecting from Wi-Fi. | Salesforce creates an incident and provides a ticket number. | Report Issues in Slack for IT Services, work with tickets in Microsoft Teams, or review AI Actions for Employee Request Management |
Keep these outcomes distinct. A Knowledge answer doesn't create a record. A catalog request creates the record defined by its item template or flow. Salesforce creates an incident only when the employee follows an incident path.
Choose Slack or Microsoft Teams
Start in the channel that the pilot group already uses. Slack and Microsoft Teams support the same employee goals through different experiences.
Slack is a conversational entry point. Employees can access the Employee Agent directly in Slack or through Slackbot. Separately, they can use the Employee Service Slack app to request Knowledge, request catalog items, or report issues. Catalog requests use a catalog agent configured for the available items and flows.
Microsoft Teams is an employee service hub. Employees use Ask Agentforce for conversational help, Service Catalog for products and services, and My Tickets to create or track tickets. See Work with Salesforce IT Service MS Teams App.
If you deploy both channels, validate each one independently. Each channel has its own app, identity connection, access, and employee experience.
Deliver the First-Value Moment
The first-value milestone occurs when a pilot employee completes one high-frequency outcome in one deployed channel using the access provided to an employee. The employee receives the expected answer or request confirmation and understands what happens next.
This milestone demonstrates immediate value:
- Employees get IT help in a collaboration channel that they already use.
- Grounded Knowledge resolves common questions without an avoidable ticket.
- Guided intake collects the details that the IT team needs.
- A clear confirmation gives employees confidence that their request was received.
After the first journey succeeds, expand to the other employee outcomes and channels in scope. Track answer usefulness, request completion, ticket quality, and repeat use by channel to assess whether adoption is growing beyond initial feature activation.
