--- schema_version: "1" id: 053f72b81c2820a34e536ccbc9b9f80c64c83be60fab7fa5b4d99dce64f7c8bf title: AI Actions for Hardware Request 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_hardware_req_mngmnt.md canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_hardware_req_mngmnt.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 0a44a01aa5db665f1a18c72ca966400580909687a5291ed8dd870343cdb930cb description: Employees can order corporate hardware, request peripherals and upgrades, and report equipment issues using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Ensure policy compliance and accelerate equipment provisioning and hardware issue resolution. products: - Service Cloud - Agentforce IT Service release: "264" --- # AI Actions for Hardware Request Management Employees can order corporate hardware, request peripherals and upgrades, and report equipment issues using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Ensure policy compliance and accelerate equipment provisioning and hardware issue resolution. ### Required Editions
Available in: Lightning Experience
Available in: Unlimited and Enterprise editions with AI Agent for Employees add-on.
Agentforce guides employees through selecting approved devices, verifying specifications and policy requirements, and routing hardware defects for technical resolution. ## Get Current Assigned Asset Details Here's how an employee reports a hardware issue and the agent automatically identifies the assigned asset 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 issue with your hardware asset so that the agent can look up your assigned assets in the IT Asset Management (ITAM) system and associate the correct asset with the incident.
  • My laptop is not working.
  • I'm having an issue with my monitor.
  • My MacBook is not turning on.
  • There's a problem with my phone.

The agent performs a real-time search in the ITAM system or CMDB for assets of the reported type assigned to the employee. The response varies based on the result.

  • Single asset: The agent confirms the assigned asset with the employee (for example, I see you're assigned a Dell XPS 15 (Asset Tag: ASSET123). Is this the device you're having an issue with?). Upon confirmation, the asset is automatically associated with the incident.
  • Multiple assets: The agent presents a list and asks the employee to specify the asset (for example, Which monitor are you referring to? 1. Dell 24" (Tag: ASSET456) or 2. HP 22" (Tag: ASSET789)?).
Note
Note If no asset of the reported type is found in the employee's name, the agent informs the employee and proceeds with creating the incident without a linked Configuration Item (CI).
 Retrieve Assigned Assets
## Answer Questions with Knowledge Here's how an employee asks a question about hardware policies and equipment procurement 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 hardware procurement policies, approved device specifications, or equipment troubleshooting so that the agent can search the knowledge base and provide a relevant answer.
  • What is the policy for requesting a corporate laptop?
  • Which peripherals are approved for remote work setups?
  • How do I report a defective monitor?
  • What is the hardware upgrade eligibility policy?
 The agent searches the knowledge base and returns a relevant answer based on your question (for example, employees are eligible to request a hardware upgrade after three years of use; submit a request through the IT service portal with your current asset tag and preferred replacement model). 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 hardware 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 hardware equipment or peripheral you need so that the agent can retrieve the eligible service catalog items that match your request.
  • What hardware catalog items am I eligible for?
  • Show me the available devices I can request from IT.
  • What laptop or peripheral options can I order from the catalog?
  • List the hardware services available for my role.
 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: Laptop Request, External Monitor, Docking Station, and Keyboard and Mouse Bundle). 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 hardware 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 hardware 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 order a new laptop for my work.
  • How do I request an external monitor for my home office?
  • I'd like to order a docking station for my desk.
  • Can I request a keyboard and mouse for my workstation?

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 Laptop Request, the agent prompts you to specify the preferred model, operating system, required specifications, and delivery address). 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 hardware 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 hardware product or equipment 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 laptop request process?
  • Show me the launch details for the peripheral equipment request service.
  • Where can I find the intake form for the hardware upgrade request?
  • Get me the product launch card for the docking station request service.
 The agent retrieves the process launch details for the requested hardware 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 Laptop 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 hardware 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 hardware 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 laptop still won't turn on after following the steps. Please raise a ticket.
  • None of the articles helped with my monitor issue. Can you create an incident for me?
  • I need to log an incident for my defective keyboard.
  • The suggested articles didn't fix my docking station issue. Please create an incident.

The agent creates an incident for the reported hardware issue and provides a confirmation with the ticket number (for example, INC-0007, laptop not powering on, Dell XPS 15, Asset Tag: ASSET123, status: assigned to Hardware 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