Elevate Employee Self-Service with AI Chat for Faster Resolution and Higher Satisfaction

Integrate AI into the support workflow with Agentforce to reduce the need for employees to go through traditional IT help desk queues. Employees can now easily add comments or reopen resolved tickets using Agentforce, eliminating manual navigation. New enhancements allow employees to retrieve ticket status by description, automatically associate assigned assets, and create and manage service catalog requests conversationally. The Agentforce integration into employee self-service provides a seamless, conversational support workflow, leading to higher employee satisfaction with IT services.

Where: This change applies to Lightning Experience in Enterprise, Performance, and Unlimited editions with Agentforce IT Service.

Who:Users need access to the IT Service Employee agent to use the employee agent actions.