Reduce IT workload and speed hardware fulfillment with AI agents that handle sourcing, disposal verification, and asset tracking through conversational interfaces. Employees request hardware and check status updates in Slack, Microsoft Teams, or the Agentforce Employee Portal with natural language. IT teams benefit from automated sourcing recommendations, PDF-based disposal certificate reconciliation, and proactive user attestation campaigns.
Where: This change applies to Lightning Experience in Enterprise, Performance, and Unlimited editions with the IT Service add-on. Portal AI features require the AI Agent for Employees add-on, which is available in Enterprise and Unlimited editions.
Why: Hardware Asset Management includes specialized AI agents that orchestrate hardware lifecycles.
- Employee Asset Management Agent: Employees ask natural language questions such as "What's the status of my request?" or "When will my laptop arrive?" The agent classifies the inquiry, fetches data on approvals, shipment tracking, or delivery details, and presents consolidated information.
- Sourcing Agent: Autonomously identifies the optimal fulfillment path for approved hardware requests by evaluating local inventory, internal transfers, and external procurement in priority order. IT fulfillers can use Guided Fulfillment mode to review recommendations in the Agentforce panel before confirming shipments or transfers.
- Disposal Certificate Agent: Asset managers upload vendor disposal certificates (PDF, JPG, or PNG) through chat. The agent parses files, matches serial numbers against open disposal orders, and shows a Success Card for 100% matches or an Exception Card flagging discrepancies. The agent offers human-in-the-loop buttons for common fixes and generates deep links to the Reconciliation Hub for complex resolutions.
- User Attestation Agent: Automatically reaches out to employees through conversational interfaces to verify their physical possession of assigned assets, reducing audit risks without survey fatigue.
How: To turn on Agentforce, you need the Manage AI Agents or Customize Application permission. To access Hardware Asset Management setup, first turn on Inventory Management, Inventory Count, Inventory Replenishment, and Data Cloud. For employees to access portal-based AI features and raise requests, assign the AI for Employee Portal permission set license. Also assign the Use AI in Employee Portal user permission and the ITAM for Community Users and ITAM UEL permission sets.