--- schema_version: "1" id: bb2837bd21a34bb5d4da6cf51f78064a76480ca583e7924c201e86f678127c95 title: AI Actions for Collaboration 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_collab_mngmnt.md canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_collab_mngmnt.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 330c9b67c5a1e8181001c50d9849e38180a3ad4a28d14abd056db65fad405246 description: Employees can manage collaboration platform requests and resolve communication tool issues using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Handle email accounts, distribution lists, chat workspaces, and messaging configurations to improve communication efficiency and reduce time to resolution. products: - Service Cloud - Agentforce IT Service release: "264" --- # AI Actions for Collaboration Management Employees can manage collaboration platform requests and resolve communication tool issues using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Handle email accounts, distribution lists, chat workspaces, and messaging configurations to improve communication efficiency and reduce time to resolution. ### Required Editions
Available in: Lightning Experience
Available in: Unlimited and Enterprise editions with AI Agent for Employees add-on.
Agentforce guides employees through handling email accounts, distribution lists, chat workspaces, and messaging configurations with streamlined request processing and automated support. ## Answer Questions with Knowledge Here's how an employee asks a question about collaboration tools and communication policies by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Ask a question about collaboration platform policies, email account management, or communication tool troubleshooting so that the agent can search the knowledge base and provide a relevant answer.
  • How do I set up a distribution list for my team?
  • What is the policy for creating a shared team chat workspace?
  • How do I configure my email account on a new device?
  • What are the guidelines for managing external communication channels?
 The agent searches the knowledge base and returns a relevant answer based on your question (for example, to create a distribution list, submit a request through the IT service portal with the list name, member email addresses, and owner details). If no match is found, the agent offers to raise a ticket or escalate to the support team. Answer Questions with Knowledge
## Get Eligible Service Catalog Items Here's how an employee retrieves eligible collaboration service catalog items by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Describe the collaboration service or communication tool you need so that the agent can retrieve the eligible service catalog items that match your request.
  • What collaboration services am I eligible for?
  • Show me the available services I can request for communication tools.
  • What email or chat services can I request from the catalog?
  • List the collaboration tools available for my team.
 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: Email Account Setup, Distribution List Management, Chat Workspace Creation, and Messaging Configuration). Select an item to proceed with your request. Get Eligible Service Catalog Items
## Execute Service Catalog Item Flow Here's how an employee runs a collaboration service catalog item flow by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Request a collaboration 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.
  • I need to set up a new distribution list for my team.
  • How do I request a shared chat workspace for my project?
  • I'd like to configure email forwarding for my account.
  • Can I request a new messaging channel for my department?

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 Distribution List Setup, the agent prompts you to specify the list name, member email addresses, and list owner). The agent continues looping through subsequent steps until the flow is complete or an error is returned.

Note
Note This action is designed for catalog items with a manageable, predictable set of configuration options. It is not intended for highly complex product configurations.
 Execute Service Catalog Item Flow
## Get Product Launch Card Here's how an employee retrieves collaboration service process launch details by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Provide the collaboration service or communication tool name so that the agent can retrieve the corresponding process launch details, including the cover image and the intake form link.
  • How do I get started with the email account setup process?
  • Show me the launch details for the chat workspace request service.
  • Where can I find the intake form for the distribution list request?
  • Get me the product launch card for the messaging configuration service.
 The agent retrieves the process launch details for the requested collaboration 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 Distribution List Setup process. Click the link to open the intake form and submit your request). Get Product Launch Card
## Create Incident For Employee Here's how an employee creates an incident for an unresolved collaboration tool issue by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Describe your collaboration tool 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.
  • My email account is not syncing. Please raise a ticket.
  • None of the articles helped with my chat workspace issue. Can you create an incident for me?
  • I need to log an incident for my distribution list not working.
  • The suggested articles didn't resolve my messaging configuration issue. Please create an incident.

The agent creates an incident for the reported collaboration tool issue and provides a confirmation with the ticket number (for example, INC-0012, email account not syncing for user@company.com, status: assigned to Collaboration Support team).

Note
Note 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.
 Create Incident For Employee