--- schema_version: "1" id: ac42b3c0f704ddfe885c0f0541fcddac4270caa9fe4dc1aa79937e9fab88e51b title: AI Actions for Facilities 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_facilities_mngmnt.md canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_facilities_mngmnt.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 83f7d8d78391ff3cadbdd0f2578ad29e36ed72ee934885d29859e16fa87a00ae description: Employees can report facility issues, request maintenance, and manage workspace needs using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Get support for building services, environmental adjustments, and office amenities to improve workplace comfort and productivity. products: - Service Cloud - Agentforce IT Service release: "264" --- # AI Actions for Facilities Management Employees can report facility issues, request maintenance, and manage workspace needs using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Get support for building services, environmental adjustments, and office amenities to improve workplace comfort and productivity. ### Required Editions
Available in: Lightning Experience
Available in: Unlimited and Enterprise editions with AI Agent for Employees add-on.
Agentforce guides employees through submitting building maintenance requests, requesting environmental adjustments, and coordinating furniture moves and office supplies, ensuring prompt resolution of workplace environment concerns. ## Answer Questions with Knowledge Here's how an employee asks a question about facility policies and workplace services 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 facility management policies, maintenance procedures, or workplace services so that the agent can search the knowledge base and provide a relevant answer.
  • How do I report a broken air conditioning unit in my office?
  • What is the process for requesting additional office furniture?
  • How do I book a maintenance service for a broken door lock?
  • What are the guidelines for requesting a workspace relocation?
 The agent searches the knowledge base and returns a relevant answer based on your question (for example, to report a broken air conditioning unit, submit a maintenance request through the facilities portal with the location, issue description, and urgency level). 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 facilities 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 facility service or workspace need you have so that the agent can retrieve the eligible service catalog items that match your request.
  • What facility service catalog items am I eligible for?
  • Show me the available services I can request for office maintenance.
  • What workspace or building services can I request from the catalog?
  • List the facilities services available for my office.
 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: Building Maintenance Request, Workspace Relocation, Office Furniture Request, and Environmental Adjustment). 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 facilities 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 facilities service catalog item so that the agent can initialize the flow using the product ID and guide you through each step until the request is complete.
  • I need to request a desk and chair for my new workspace.
  • How do I submit a maintenance request for a broken light fixture?
  • I'd like to request an environmental adjustment for my office temperature.
  • Can I request a workspace relocation for my team?

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 Building Maintenance Request, the agent prompts you to specify the location, issue type, urgency level, and preferred resolution time). 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 facilities 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 facility service or workplace request 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 building maintenance request process?
  • Show me the launch details for the workspace relocation service.
  • Where can I find the intake form for the office furniture request?
  • Get me the product launch card for the environmental adjustment service.
 The agent retrieves the process launch details for the requested facility 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 Building Maintenance Request 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 facility 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 facility or workplace 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.
  • The air conditioning in my office is still not working. Please raise a ticket.
  • None of the articles helped with my maintenance request. Can you create an incident for me?
  • I need to log an incident for a water leak in the office.
  • The suggested articles didn't resolve my workspace relocation issue. Please create an incident.

The agent creates an incident for the reported facility issue and provides a confirmation with the ticket number (for example, INC-0023, air conditioning unit failure on floor 3, Building A, status: assigned to Facilities Maintenance 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