Traditional support models often rely on generic agents that lack deep domain knowledge or require complex manual routing logic. Automate IT support by routing employee requests to predefined specialized agents designed for specific domains. These expert agents are preconfigured to handle distinct request types such as network troubleshooting or hardware fulfillment—through a conversational interface. Route requests to the most qualified specialized agent to resolve issues faster. When requests are handed off, Agentforce shares the context so employees don’t have to repeat information.
Where: This change applies to Lightning Experience in Enterprise and Unlimited editions with Agentforce IT Service.
How: Access specialized agent within Agentforce chat in Salesforce, Slack, or Microsoft Teams to submit IT support requests and get them resolved quickly by the most relevant specialized agent.