---
schema_version: "1"
id: 5ea180aff2036bb9363bcc0c077d683c06301e7419163cda9fc2e7e345a26f8b
title: Accelerate IT Support with Specialized Agents
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_it_service_agentforce_expertrouting.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_agentforce_expertrouting.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 7171ab868b275f78cd374730093b1f69bb0122363242518853ee20373d48d364
description: 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.
products:
  - Cross Cloud
release: "262"
---
# Accelerate IT Support with Specialized Agents

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.