Agentforce for IT Service automates workflows for employees, IT teams, and release managers. Employees can request catalog items, report issues, and track tickets. IT teams can investigate and resolve issues through real-time collaboration and expert swarming.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
- Set Up Agentforce for IT Services
Enable the required settings and create agents for your employees and IT team using the templates. - Find the Right AI for Your IT Task
Use this guide to match your IT service requirement to the AI agent that handles it. Jump to a category to find the right agent for employees, specialized tasks, or IT fulfiller workflows. - Prompt Templates for IT Service AI Actions
Prompt templates define how Agentforce IT Service AI actions analyze information, generate summaries, and create records. You can use predefined IT Service prompt templates or create custom versions tailored to your organization's specific requirements. - Agentforce for IT Desk
IT teams get instant context by summarizing incidents, problems, changes, releases and Slack conversations. Use Agentforce to propose resolutions, generate root-cause summaries, and automate documentation including post-incident reviews (PIRs). Streamline daily operations by updating records, drafting emails, scheduling meetings, and assessing deployment health without performing manual audits. - Agentforce for IT Employees
Use Agentforce to receive IT support across multiple channels, including a portal, Slack, and Microsoft Teams. Get user details, track tickets, update records, and reopen issues to accelerate resolution. Summarize approvals, answer policy questions, and automate equipment orders by identifying and configuring the appropriate service requests, including getting a list of software available. - Specialized AI Agents for IT Service Management
The specialized AI agents are autonomous AI applications powered by large language models (LLMs) that provide automated solutions for various business processes. These AI agents can work independently or within hierarchical structures to handle workflow, reduce manual effort, and improve service delivery efficiency. By using AI agents for tasks ranging from simple responses to complex problem-solving, you can reduce IT team workloads and increase their productivity. - Create and Validate an Automated Incident Triage
Agentforce automatically triages new incidents by verifying information completeness, detecting duplicates, and notifying employees about active major incidents. - Considerations and Limitations for Agentforce in IT Service
To use Agentforce for IT Service, consider supported functionality, usage, limitations and allowances, limits, and other issues. - Agentforce IT Service AI Usage and Metering
Determine whether Agentforce IT Service AI actions and MuleSoft for flow integrations consume credits. Metering depends on the product, assigned permissions, execution context, and whether an AI action is predefined, cloned, or custom.