---
schema_version: "1"
id: 42604301b4093bd1acda04fcb8fa10fdcaeab4f4c4c94b4b4856e1090ee8e3c7
title: AI for IT Teams and Employees
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/264-0-0/rn_it_srvcs_agentforce_parent.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_it_srvcs_agentforce_parent.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 16ed49c4101b9292bc5208f6680f43d61c44961fdb25888b4f557e7f2e54e098
description: Automate file analysis for IT tickets and customize AI prompts and field mappings to match your organization's processes.
products:
  - Cross Cloud
release: "264"
---
# AI for IT Teams and Employees

Automate file analysis for IT tickets and customize AI prompts and field mappings to match your organization's processes.

- **[Tailor AI-Generated Content with Customizable AI Actions](https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_customizable_ai_actions.htm&release=264.0.0&type=5)**  
    Customize AI prompts and field mappings to align AI-generated content with your organization's unique processes and terminology. Reduce manual corrections by configuring how AI creates change requests, incidents, and problems from existing records. Tailor email drafts for internal teams and requesters to match your communication standards. Adjust ticket filtering prompts to align with organizational workflows so that AI can understand your service desk's specific context and deliver accurate, relevant results.
- **[Accelerate IT Resolution with Automatic File Analysis](https://help.salesforce.com/s/articleView?id=release-notes.rn_it_srvcs_agentforce_automate_file_analysis.htm&release=264.0.0&type=5)**  
    Resolve IT issues faster with automated file analysis by using Agentforce. Now, Agentforce automatically extracts key details from screenshots, error logs, and configuration files attached to incident, problem, and change request. When you attach files to an IT ticket, Agentforce automatically extracts key details to generate summaries, identify root causes, and suggest solutions. By eliminating manual file review, your IT team delivers faster, more accurate resolutions.
- **[Grant Users AI Access Without Credit Constraints](https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_unmetering_ai_access.htm&release=264.0.0&type=5)**  
    Give your employees and fulfillers room to work with the out-of-the-box AI capabilities and integrations that support IT service use cases. The AI capabilities include Agentforce actions, prompt templates, and integration actions, along with their supporting MuleSoft for Flow connectors.This unmetered access applies to all MuleSoft for Flow connectors and to custom connectors built on MuleSoft for Flow. Assigned users work with these capabilities without affecting your org's AI Flex Credit or MuleSoft Automation Credit allocation. Custom agent actions you build or customize continue to draw from your credit allocation as usual.