---
schema_version: "1"
id: 4e1056e0379cd1fa195a6989192cef94dafdd8b54ecf46f4c4442fc685f0c697
title: AI Actions for Cloud Resources Management
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_agentforce_employees_cloud_resource_mngmnt.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_cloud_resource_mngmnt.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 29b378b15439473c01d48fa0ea3c81fa18fef44db7c20dd2b783254dd3452e44
description: Employees can automate cloud resource management and execute critical operations using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Provision VMs and storage, set up development stacks, manage firewall changes, and report virtual machine issues to reduce time to resolution.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# AI Actions for Cloud Resources Management

Employees can automate cloud resource management and execute critical operations using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Provision VMs and storage, set up development stacks, manage firewall changes, and report virtual machine issues to reduce time to resolution.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Unlimited and Enterprise editions with AI Agent for Employees add-on.</td></tr></tbody></table>

Agentforce guides employees through provisioning VMs and storage, setting up development stacks, managing firewall changes, and reporting virtual machine issues, eliminating the need for manual processes.

## Answer Questions with Knowledge

Here's how an employee asks a question and gets a relevant answer from the knowledge base by using Agentforce. You can also see the action that's triggered in response to the employee's input.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:25%">
          <col style="width:25%">
          <col style="width:25%">
          <col style="width:25%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d93092e73">Instructions</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d93092e76">Example Utterance or User Input</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d93092e79">Agent response</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d93092e82">Standard Action Engaged</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d93092e73 ">Ask a question about cloud resource management policies, procedures, or
              troubleshooting steps so that the agent can search the knowledge base and provide a
              relevant answer.</td>

            <td data-label="Example Utterance or User Input" class="slds-cell-wrap" style="vertical-align:top;" headers="d93092e76 ">
              <ul>
                <li>What is the process for provisioning a new virtual machine?</li>

                <li>How do I request a firewall rule change?</li>

                <li>What are the storage quota limits for development environments?</li>

                <li>How do I set up a development stack for my project?</li>

              </ul>
            </td>

            <td data-label="Agent response" class="slds-cell-wrap" style="vertical-align:top;" headers="d93092e79 ">The agent searches the knowledge base and returns a relevant answer based on
              your question (for example, to provision a new virtual machine, submit a cloud
              resource request through the service catalog, specifying the VM size, region, and
              intended use). If no match is found, the agent offers to raise a ticket or escalate
              to the support team.</td>

            <td data-label="Standard Action Engaged" class="slds-cell-wrap" style="vertical-align:top;" headers="d93092e82 "><a href="https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&amp;type=5&amp;language=en_US" target="_blank">Answer Questions with Knowledge</a></td>

          </tr>
        </tbody>
      </table>

## Get Eligible Service Catalog Items

Here's how an employee retrieves eligible service catalog items based on a description by using Agentforce. You can also see the action that's triggered in response to the employee's input.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:25%">
          <col style="width:25%">
          <col style="width:25%">
          <col style="width:25%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d93092e150">Instructions</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d93092e153">Example Utterance or User Input</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d93092e156">Agent response</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d93092e159">Standard Action Engaged</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d93092e150 ">Describe the cloud resource or operation you need so that the agent can
              retrieve the eligible service catalog items that match your request.</td>

            <td data-label="Example Utterance or User Input" class="slds-cell-wrap" style="vertical-align:top;" headers="d93092e153 ">
              <ul>
                <li>What cloud resource catalog items am I eligible for?</li>

                <li>Show me the available services I can request for cloud infrastructure.</li>

                <li>What VM or storage options can I request from the catalog?</li>

                <li>List the cloud services available for my team.</li>

              </ul>
            </td>

            <td data-label="Agent response" class="slds-cell-wrap" style="vertical-align:top;" headers="d93092e156 ">The agent retrieves a list of eligible service catalog items based on your
              description and presents the matching results (for example, based on your request,
              the following service catalog items are available: VM Provisioning, Cloud Storage
              Expansion, Development Stack Setup, and Firewall Rule Change). Select an item to
              proceed with your request.</td>

            <td data-label="Standard Action Engaged" class="slds-cell-wrap" style="vertical-align:top;" headers="d93092e159 "><a href="https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&amp;type=5&amp;language=en_US" target="_blank">Get Eligible Service Catalog Items</a></td>

          </tr>
        </tbody>
      </table>

## Execute Service Catalog Item Flow

Here's how an employee runs a service catalog item flow by using Agentforce. You can also see the action that's triggered in response to the employee's input.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:25%">
          <col style="width:25%">
          <col style="width:25%">
          <col style="width:25%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d93092e227">Instructions</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d93092e230">Example Utterance or User Input</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d93092e233">Agent response</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d93092e236">Standard Action Engaged</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d93092e227 ">Request a cloud resource service catalog item so that the agent can initialize
              the flow using the product ID and guide you through each configuration step until
              the request is complete.</td>

            <td data-label="Example Utterance or User Input" class="slds-cell-wrap" style="vertical-align:top;" headers="d93092e230 ">
              <ul>
                <li>I need to provision a new virtual machine for my team.</li>

                <li>How do I request additional cloud storage for my project?</li>

                <li>I'd like to set up a development stack for our new application.</li>

                <li>Can I request a firewall rule change for my environment?</li>

              </ul>
            </td>

            <td data-label="Agent response" class="slds-cell-wrap" style="vertical-align:top;" headers="d93092e233 ">
              <p>The agent initializes the service catalog item flow using the product ID and
                guides you through a series of steps, collecting the required inputs at each stage
                (for example, after you select VM Provisioning, the agent prompts you to specify the
                VM size, operating system, region, and intended use). The agent continues looping
                through subsequent steps until the flow is complete or an error is returned.</p>
              <div>
                <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium">
                  <div class="slds-media slds-media_responsive">
                    <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png" alt="Note"></span></div>
                    <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> This action is designed for catalog items with a manageable, predictable set
                      of configuration options. It is not intended for highly complex product
                      configurations.</div>
                  </div>
                </div>
              </div>
            </td>

            <td data-label="Standard Action Engaged" class="slds-cell-wrap" style="vertical-align:top;" headers="d93092e236 "><a href="https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&amp;type=5&amp;language=en_US" target="_blank">Execute Service Catalog Item Flow</a></td>

          </tr>
        </tbody>
      </table>

## Get Product Launch Card

Here's how an employee retrieves product or service process launch details by using Agentforce. You can also see the action that's triggered in response to the employee's input.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:25%">
          <col style="width:25%">
          <col style="width:25%">
          <col style="width:25%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d93092e310">Instructions</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d93092e313">Example Utterance or User Input</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d93092e316">Agent response</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d93092e319">Standard Action Engaged</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d93092e310 ">Provide the cloud service or resource name so that the agent can retrieve the
              corresponding process launch details, including the cover image and the intake form
              link.</td>

            <td data-label="Example Utterance or User Input" class="slds-cell-wrap" style="vertical-align:top;" headers="d93092e313 ">
              <ul>
                <li>How do I get started with the VM provisioning process?</li>

                <li>Show me the launch details for the cloud storage request service.</li>

                <li>Where can I find the intake form for the firewall change request?</li>

                <li>Get me the product launch card for the development stack setup service.</li>

              </ul>
            </td>

            <td data-label="Agent response" class="slds-cell-wrap" style="vertical-align:top;" headers="d93092e316 ">The agent retrieves the process launch details for the requested cloud service
              and presents a card with the cover image and a link to the specific intake form (for
              example, here is the launch card for the VM Provisioning process. Click the link to
              open the intake form and submit your request).</td>

            <td data-label="Standard Action Engaged" class="slds-cell-wrap" style="vertical-align:top;" headers="d93092e319 "><a href="https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&amp;type=5&amp;language=en_US" target="_blank">Get Product Launch Card</a></td>

          </tr>
        </tbody>
      </table>

## Create Incident For Employee

Here's how an employee creates an incident for an unresolved issue by using Agentforce. You can also see the action that's triggered in response to the employee's input.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:25%">
          <col style="width:25%">
          <col style="width:25%">
          <col style="width:25%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d93092e387">Instructions</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d93092e390">Example Utterance or User Input</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d93092e393">Agent response</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d93092e396">Standard Action Engaged</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d93092e387 ">Describe your cloud resource issue so that the agent can create an incident on
              your behalf if the issue cannot be resolved with knowledge articles or if no
              relevant articles exist.</td>

            <td data-label="Example Utterance or User Input" class="slds-cell-wrap" style="vertical-align:top;" headers="d93092e390 ">
              <ul>
                <li>My virtual machine is unresponsive. Please raise a ticket.</li>

                <li>None of the articles helped with my storage access issue. Can you create an
                  incident for me?</li>

                <li>I need to log an incident for my dev stack deployment failure.</li>

                <li>The suggested articles didn't resolve my firewall issue. Please create an
                  incident.</li>

              </ul>
            </td>

            <td data-label="Agent response" class="slds-cell-wrap" style="vertical-align:top;" headers="d93092e393 ">
              <p>The agent creates an incident for the reported cloud resource issue and
                provides a confirmation with the ticket number (for example, INC-0045, virtual
                machine unresponsive in us-west-2, status: assigned to Cloud Operations team).</p>
              <div>
                <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium">
                  <div class="slds-media slds-media_responsive">
                    <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png" alt="Note"></span></div>
                    <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> The agent creates an incident only when the issue cannot be resolved with
                      existing knowledge articles or when no relevant articles are available. If
                      matching knowledge articles are found, the agent presents them first before
                      creating an incident.</div>
                  </div>
                </div>
              </div>
            </td>

            <td data-label="Standard Action Engaged" class="slds-cell-wrap" style="vertical-align:top;" headers="d93092e396 "><a href="https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&amp;type=5&amp;language=en_US" target="_blank">Create Incident For Employee</a></td>

          </tr>
        </tbody>
      </table>