Agentforce IT Service Use Cases

Explore persona- and outcome-based scenarios for implementing Agentforce IT Service in common IT service workflows.

Each use case shows how a specific persona uses Agentforce IT Service to accomplish a meaningful goal through an end-to-end journey. Use cases connect existing capabilities and link to canonical Salesforce Help topics for detailed setup instructions, procedures, permissions, and field definitions.

• Admin Validates the First Agentforce IT Service Incident
  Validate a focused Agentforce IT Service deployment with one employee issue. Confirm that portal intake, assignment, routing, and verified resolution work together before expanding the deployment.
• 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.
• IT Manager Reviews IT Service Adoption After Week One
  Help an IT manager assess early Agentforce IT Service adoption, find friction, and choose one improvement after the first seven days.
• Fulfiller Resolves an Incident with Proactive Assistance
  Help an incident fulfiller understand an issue, evaluate an AI-proposed fix, and restore service with a verified resolution.
• Incident Manager Coordinates a Major Incident
  Help an incident manager recognize a critical disruption and hand off a qualified candidate for coordinated major incident response and service restoration.
• IT Admin Builds a CMDB with Discovery
  Use Discovery to help an IT admin build a trustworthy configuration management database (CMDB) by inventorying configuration items (CIs) and their dependencies in a controlled portion of the IT environment.
• Change Manager Runs a Safe Change with Risk Scoring
  Help a change manager assess risk, resolve scheduling conflicts and conflicts involving configuration items, and authorize a change with verifiable implementation and rollback plans.
• Catalog Admin Publishes a Service Catalog
  Help a catalog admin turn approved IT offerings into an organized, discoverable catalog that employees can use to submit complete and fulfillable requests.
• Knowledge Author Creates Articles from Incidents
  Help a knowledge author turn a verified incident resolution into reusable guidance. Support teams and employees can find the guidance through configured channels. To make the guidance available to Agentforce, add Salesforce Knowledge to an Agentforce Data Library.
• Problem Manager Identifies Root Cause and Eliminates Recurring Issues
  Help a problem manager connect recurring incidents to a problem, identify the root cause, coordinate remediation, and verify that recurrence or impact decreases.